Grievance Redressal

Effective Date: 1st January 2025

Manka Lifecare Private Limited (“Dr Manka”) is committed to providing high-quality services and resolving any grievances or complaints promptly and fairly. This Grievance Redressal Policy outlines the mechanism for addressing user concerns related to our Services.

1. Scope

This policy applies to all grievances related to:

• Quality of consultation or doctor conduct
• Technical issues with the platform or app
• Payment/refund disputes
• Privacy or data security concerns
• Any other service-related dissatisfaction

2. How to Lodge a Grievance

You may submit your grievance through any of the following channels:

• Email: grievance@mankalifecare.com
• In-app support ticket (available in the Dr Manka mobile application)

Please provide the following details in your grievance:

• Your full name and registered mobile/email
• Consultation ID / Appointment ID (if applicable)
• Date and time of the incident
• Detailed description of the grievance
• Any supporting documents/screenshots (if available)

3. Grievance Officer

4. Grievance Redressal Process

1. Acknowledgment: We will acknowledge receipt of your grievance within 48 hours (via email or in-app notification).
2. Investigation: Our Grievance Officer or designated team will investigate the matter within 7 working days.
3. Resolution: We aim to resolve all grievances within 15 working days from the date of receipt. In complex cases, we will inform you of the expected resolution timeline.
4. Escalation: If you are not satisfied with the resolution, you may escalate the matter to the Grievance Officer or file a complaint with the appropriate regulatory authority.

5. Contact for Grievances

Email: grievance@mankalifecare.com
Address: Manka Lifecare Private Limited, C-8 Rewari Line, Industrial Area Phase-II, Maya Puri, New Delhi, South West Delhi – 110064

We value your feedback and are committed to resolving all concerns in a transparent and timely manner.