Last Updated: April 2025
1. Our Commitment
CurePills Healthcare Private Limited is committed to providing exceptional customer service. Our goal is to ensure every customer interaction is handled with care, professionalism and efficiency. This Customer Support Policy outlines how we handle enquiries, complaints and support requests.
2. Contacting Customer Support
You can reach our customer support team through the following channels:
3. Support Hours
Our customer support team is available:
- Email & Phone Support: Monday to Saturday, 9:00 AM – 6:00 PM IST
- WhatsApp: Monday to Saturday, 9:00 AM – 8:00 PM IST
- In-Store Support: Monday to Sunday, 8:00 AM – 10:00 PM IST
- Online Ordering: Available 24/7 on www.curepills247.com
We are closed on national public holidays. For urgent medical emergencies, please contact emergency services directly.
4. Response Timeframes
We aim to respond to all enquiries within the following timeframes:
- Phone/WhatsApp: Immediate response during support hours
- Email enquiries: Within 24 hours on business days
- Contact form submissions: Within 24 hours on business days
- Order complaints: Acknowledged within 24 hours; resolved within 3–5 business days
- Refund requests: Processed within 5–10 business days after approval
5. Types of Support We Provide
Our support team can assist you with:
- Order placement, modification and cancellation
- Prescription upload and verification queries
- Delivery tracking and status updates
- Return and refund initiation and processing
- Product information, availability and pricing
- Account creation, login and profile management
- Payment issues and transaction disputes
- Diagnostics appointment booking and queries
- Franchise enquiries and information
- General healthcare product guidance
6. Complaint Resolution Process
If you have a complaint, please follow this process:
- Step 1: Contact our support team via email, phone or WhatsApp with details of your complaint and your order number (if applicable)
- Step 2: Our team will acknowledge your complaint within 24 hours
- Step 3: A support agent will investigate and respond with a resolution within 3–5 business days
- Step 4: If you are not satisfied with the resolution, you may escalate to our senior management at support@curepillshealthcare.com with subject line "ESCALATION"
7. Medicine Reminders
We offer medicine reminder services through our mobile app (Android). To set a reminder: open the app, tap "Reminder," click "Add a Reminder," enter the medicine name and set your desired routine. This helps you stay on track with your medication schedule.
8. Subscription Service
CurePills offers a monthly medicine subscription service for repeat medications. Contact our support team via chat or phone to set up a subscription and save on your regular medicine orders.
9. Feedback and Suggestions
We welcome your feedback and suggestions. Your input helps us improve our products and services. Please share your thoughts via email at support@curepillshealthcare.com or leave a review on Google Maps.
10. Policy Updates
This Customer Support Policy may be updated from time to time to reflect improvements in our services. The latest version will always be available on our website. For any questions about this policy, contact us at support@curepillshealthcare.com.