Prescription & Medicine Policy

Only the registered medical practitioner (doctor) you consulted with writes your prescription, and only where clinically appropriate — greenhealtheasy's software does not generate, suggest, or approve prescriptions. Consistent with the Telemedicine Practice Guidelines, 2020, a video or chat consultation may not always be sufficient for the doctor to prescribe every category of medicine; where it isn't, the doctor may ask you to visit in person instead.

Medicines marked as requiring a prescription on greenhealtheasy (Schedule H, H1, and X drugs under the Drugs and Cosmetics Rules, 1945, among others) can only be legally dispensed by a licensed pharmacy against a valid prescription. If you order one of these directly rather than through a doctor's in-app prescription, you'll need to provide a valid prescription — uploading a photo/scan at checkout helps the pharmacy process your order faster, but the pharmacy remains responsible for verifying a valid prescription exists before dispensing, exactly as it would for a walk-in customer, and may reject or hold an order it cannot verify.

A prescription is fulfilled by the independent, licensed pharmacy ("medical store") you chose, or — for a doctor-prescribed order from a video consultation — the pharmacy you pick afterward from your prescription in My Bookings. That pharmacy sets the price for each item, confirms stock, and is responsible for dispensing correctly and safely — greenhealtheasy connects you to them but does not itself stock, dispense, or deliver medicines.

If an exact item you ordered is unavailable, the pharmacy may propose a substitute (e.g. an equivalent generic) — you'll always see the substitute's name and price and can accept or reject it before it's added to your order. We never substitute a medicine without your explicit approval.

Prices shown before a pharmacy reviews your order are catalog estimates; the pharmacy confirms the final price and item availability once it reviews your prescription and stock. Where an order hasn't been priced yet, your order screen will say so rather than show a total.

You choose store pickup or home delivery when placing (or, for a doctor-prescribed order, when assigning a pharmacy to) your order. Home delivery is handled by a delivery agent registered on the platform; store pickup means collecting the order directly from the pharmacy's premises.

In line with standard pharmaceutical practice and drug-safety regulations in India, dispensed medicines generally cannot be returned or exchanged once they leave the pharmacy, except where the item delivered was incorrect, damaged, or expired — contact the pharmacy or our support team immediately if that happens.

Take medicines exactly as directed by your doctor or as printed on the pharmacy label. Don't share prescription medicines with anyone else, and tell your doctor about any other medicines, supplements, or conditions that could interact with a new prescription. If you experience an adverse reaction, seek medical attention immediately and, where relevant, report it to the dispensing pharmacy.