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LEGAL

Grievance redressal

How to raise a complaint, who handles it, how quickly you'll hear back, and where to go if you're not satisfied.

Last updated 21 October 2026InstaMG Healthcare Private Limited
IN SHORT
  • Start with support in the app, on WhatsApp, by phone or email.
  • Not resolved? Write to our Grievance Officer.
  • We acknowledge within 24 hours and resolve within 15 days.
  • You can escalate to the National Consumer Helpline (1915) at any time.

01Our commitment

If something has gone wrong with an order, a delivery, a refund, a consultation or your data, we want to hear about it and fix it. This policy follows the Consumer Protection (E-Commerce) Rules, 2020, the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, and the Digital Personal Data Protection Act, 2023.

02Start with support

Most issues are solved fastest by our support team:

In the app
Help on any order. Chat with our assistant, then a person, or chat with the pharmacist.
WhatsApp
+91 8448 94 8448 · 9 AM – 9 PM, every day

03Grievance Officer

If support hasn't resolved your issue, or you prefer to complain formally, contact our Grievance Officer:

Designation
Grievance Officer, InstaMG Healthcare Private Limited
Address
InstaMG Healthcare Private Limited, Delhi, India

04How to raise a grievance

Include these so we can act quickly:

  • Your name and the mobile number on your account.
  • The order ID, if it is about an order.
  • What happened, and what you would like us to do.
  • Photos or screenshots if relevant, for example of a wrong item with its batch number and expiry date.

We will give you a complaint reference number. Use it in any follow-up.

05How long it takes

Acknowledgement
Within 24 hours of receiving your complaint, with a reference number.
Resolution
Within 15 days. We keep you updated until it is closed.
Unlawful content
Requests to remove unlawful content are handled within the timelines in the IT Rules, 2021.

If we need information from a partner pharmacy, doctor or delivery partner, we will chase it for you. You won't be asked to contact them yourself.

06Complaints about a pharmacy, doctor or rider

Every order shows the pharmacy's name and drug licence number. If your complaint is about how a medicine was dispensed, a doctor's conduct, or a rider, we investigate with that partner and may suspend them from InstaMG. Where it may be a breach of drug or medical law, we will also tell you which authority you can report it to, such as the State Drug Controller or the State Medical Council.

07If you are not satisfied

You can take your complaint further at any time:

  • National Consumer Helpline: call 1915 or visit consumerhelpline.gov.in.
  • Consumer Commission: file a consumer complaint online through e-Daakhil.
  • Data Protection Board of India: for complaints about your personal data, after you have raised them with us. See our privacy policy.

08Medical emergencies

This is not an emergency channel. If you or someone near you has a medical emergency, call 112 or go to the nearest hospital. For a possible reaction to a medicine, see a doctor first, then tell us so we can follow up with the pharmacy.
Questions about this policy?
Write to us and a person from our team will reply. For complaints, see grievance redressal.
Email support@instamg.inWhatsApp