RemediusRx support policy

1. Purpose

At RemediusRx, we are committed to providing exceptional customer support to ensure our users have a seamless experience when using our platform. This Support Policy outlines how we provide assistance, the channels available for contacting support, and our expectations regarding response times and resolution processes.

2. Support Channels

We offer multiple channels for customers to get in touch with our support team:

• Email: You can reach our support team at pharmacy@remediushealth.africa for general inquiries, issues, and requests.
• Phone Support: For urgent inquiries or assistance, call us at +256 760 207 718.
• Help Center: Visit our Help Center for frequently asked questions (FAQs) and self-help resources.

3. Response Times

Our goal is to provide timely responses to all inquiries:

• Email: We aim to respond to all email inquiries within 24 hours during business days (Monday to Friday).
• Phone: Our support team will respond to calls immediately during business hours, or you may leave a voicemail for a call back.
• Live Chat: Live chat responses are expected within 5 minutes during business hours.

4. Business Hours

Our support team is available during the following hours:

• Monday to Friday: 8:00 AM – 6:00 PM (EAT)
• Saturday: 9:00 AM – 2:00 PM (EAT)
• Sunday: Closed

5. Support Requests and Issue Resolution

• Reporting an Issue: If you encounter a problem with our platform, please provide as much detail as possible, including any error messages, screenshots, and the steps to replicate the issue.
• Resolution Process: Our support team will assess the issue and determine whether it can be resolved immediately or if further investigation is required.
• Escalation: If an issue cannot be resolved within a reasonable time frame, it will be escalated to a supervisor or technical expert for further assistance.

6. Support for Pharmacies and Sellers

If you are a seller or pharmacy on the platform, we provide dedicated support for account management, product listings, transaction issues, and technical assistance. For any inquiries or concerns regarding your seller account, contact support@remediushealth.africa.

7. Refunds and Disputes

For refund-related inquiries or disputes, our customer support team will guide you through the process as outlined in our Returns & Exchanges Policy.

• Refund Requests: Contact us within 5 days of purchase for eligibility verification.
• Dispute Resolution: We aim to resolve any disputes fairly and efficiently, offering transparent communication throughout the process.

8. Customer Satisfaction

We aim for 100% customer satisfaction and continually improve our support services based on user feedback. If you are dissatisfied with our support experience, please let us know so we can address any concerns.

9. Data Privacy

We take your privacy seriously and adhere to strict data protection measures. Any information you share with our support team will be handled in accordance with our Privacy Policy.

10. Contacting Support

For assistance with orders, technical support, or general inquiries, please use one of the following contact options:

• Email: pharmacy@remediushealth.africa
• Phone: +256 760 207 718