Grievance Redressal Policy
formial.in — Prescription Skincare Telemedicine Platform
Effective Date: December 2025 | Last Reviewed: June 2026
1. Company Details
Legal Entity Name: Formial Labs Private Limited
Website: www.formial.in
Platform Description: Telemedicine & Prescription Skincare E-Commerce Platform
Registered Office: No 181, K.B.A.R Road, Austin town, Bengaluru, Karnataka, India
Corporate Office: No 181, K.B.A.R Road, Austin town, Bengaluru, Karnataka, India
Customer Support Email: care@formial.in
2. Purpose of This Policy
This Grievance Redressal Policy (the "Policy") sets out the mechanism through which consumers of Formadyne Therapeutics Pvt Ltd ("Formial Labs", "We", "Us", "Our") may raise, track, and resolve grievances pertaining to goods and services purchased or accessed via www.formial.in (the "Platform").
The Policy is framed in compliance with the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, and the Telemedicine Practice Guidelines, 2020 issued by the Board of Governors of the Medical Council of India.
Formial Labs is committed to ensuring that every consumer is treated fairly, courteously, and that all complaints are addressed promptly, transparently, and in a time-bound manner.
3. Scope and Applicability
This Policy applies to all consumers who:
- Access or use the Platform to purchase prescription skincare products, dermatology consultations, or any related services;
- Interact with Formial Labs' registered medical practitioners via telemedicine channels;
- Avail pharmacy dispensing services facilitated through the Platform.
For the purposes of this Policy, a "Consumer" means any individual who purchases or seeks to purchase goods or services through the Platform for personal use.
4. Definition of Grievance
A "grievance" or "complaint" for the purpose of this Policy means any communication from a Consumer expressing dissatisfaction in respect of products or services offered through the Platform and which seeks a remedial action.
The following communications are NOT treated as grievances under this Policy:
- Communications that are vague, incomplete, or non-specific in nature;
- Communications in the nature of general suggestions or feedback;
- Communications seeking guidance, clarification, or general information;
- Communications relating to matters outside the scope of services provided by Formial Labs.
5. Grievance Redressal Mechanism
Formial Labs has established a three-tier grievance redressal mechanism to ensure that consumer concerns are resolved efficiently.
Tier 1 — Customer Support (First Point of Contact)
Consumers may first contact our Customer Support team for any queries, complaints, or issues relating to orders, consultations, prescriptions, or platform experience.
Email: care@formial.in
Chat Support: +91 82178 16693
Availability: Monday to Saturday, 10:00 AM – 7:00 PM IST
Response target: Within 24 hours of receiving the complaint.
Tier 2 — Grievance Officer (Escalation)
If a Consumer's issue is not resolved at Tier 1, or if the Consumer is not satisfied with the Tier 1 response, the Consumer may escalate the complaint to the Grievance Officer. In accordance with the Consumer Protection (E-Commerce) Rules, 2020, Formial Labs has designated a Grievance Officer for this purpose.
Name: Dr. Jeet Patel
Designation: Grievance Officer
Email: admin@formial.in
Availability: Monday to Saturday, 10:00 AM – 7:00 PM IST
Acknowledgment: Within 48 hours of receipt of the grievance.
Unique Tracking ID: Every grievance filed with the Grievance Officer will be assigned a unique complaint ID to enable tracking.
Resolution: The Grievance Officer shall endeavour to resolve all complaints within 1 (one) month from the date of receipt.
6. Closure of Grievances
A grievance shall be considered resolved and closed in any of the following circumstances:
- The Consumer has communicated acceptance of the response provided by the Grievance Officer or any other designated officer of Formial Labs;
- The Consumer has not responded within 30 (thirty) days of receipt of the written response from Formial Labs and has not raised any further grievance in respect of the same subject matter; or
- The complaint is found to be outside the scope of this Policy (e.g., vague, incomplete, or outside Formial Labs' service scope).
7. Telemedicine & Medical Consultation Grievances
Formial Labs provides telemedicine consultations facilitated through registered medical practitioners (RMPs) in compliance with the Telemedicine Practice Guidelines, 2020. Consumers who have a grievance relating to the quality, conduct, or outcome of a medical consultation may raise the same through the above mechanism.
Formial Labs shall, upon receipt of a telemedicine-related grievance, coordinate with the concerned RMP and respond within the timelines specified in Section 5 above. Consumers are also informed that they may, independently of this Policy, approach the relevant State Medical Council for complaints against registered medical practitioners.
8. Prescription & Pharmacy Grievances
Consumers with grievances relating to prescription dispensing, product quality, delivery, substitution, or any aspect of pharmacy operations are requested to contact Customer Support in the first instance. Formial Labs will investigate all pharmacy-related complaints in accordance with applicable provisions of the Drugs and Cosmetics Act, 1940 and rules thereunder.
9. Pre-Purchase Information Rights
Any person may, before purchasing any goods or services through the Platform, request the following information regarding the seller:
- Principal geographic address of headquarters and all branches;
- Name and details of the Platform;
- Email address and customer support contact details; and
- Any other information necessary for communication with the seller for effective dispute resolution.
Such requests may be made via email to care@formial.in and will be responded to within 2 (two) business days.
10. Data Privacy & Confidentiality
All personal data collected in the course of grievance redressal shall be processed in accordance with Formial Labs' Privacy Policy and the Digital Personal Data Protection Act, 2023. Consumer information shall be used solely for the purpose of resolving the complaint and shall not be shared with any third party except as required by law.
11. Regulatory Framework & Compliance
This Policy is framed in compliance with, and should be read in conjunction with, the following regulatory instruments:
- Consumer Protection Act, 2019 — Overarching framework for consumer rights and grievance redressal.
- Consumer Protection (E-Commerce) Rules, 2020 — Mandates Grievance Officer and Nodal Officer appointments for e-commerce platforms.
- Telemedicine Practice Guidelines, 2020 — Governs the conduct of telemedicine consultations on the Platform.
- Drugs and Cosmetics Act, 1940 — Governs prescription dispensing and pharmacy operations.
- Digital Personal Data Protection Act, 2023 — Governs processing of personal data in grievance redressal.
- Information Technology Act, 2000 — Applicable to electronic records and digital communications.
12. Policy Review & Updates
This Policy shall be reviewed at least once in every twelve months and updated as necessary to reflect any changes in applicable law, business operations, or regulatory guidance. The current version of this Policy will always be available on the Platform at www.formial.in/grievance-policy.
Formial Labs Private Limited | www.formial.in | Bengaluru, India | care@formial.in