YDIK HEALTHCARE PRODUCTS LLP

Website: ydiknaturecares.com

1. OVERVIEW

YDIK Healthcare Products LLP (“YDIK”, “Company”, “We”, “Our”) is committed to maintaining the highest standards of customer satisfaction, distributor support, ethical business practices, and regulatory compliance.

The purpose of this Grievance Redressal Policy is to establish a transparent, fair, and effective mechanism for receiving, addressing, and resolving grievances raised by customers, Independent Distributors, employees, business partners, logistics partners, and members of the public.

The Company is committed to resolving complaints in a timely, efficient, and unbiased manner.

2. OBJECTIVE

The objectives of this Policy are:

• To provide an effective grievance handling mechanism.
• To ensure prompt resolution of complaints.
• To safeguard consumer interests.
• To promote transparency and accountability.
• To improve customer and distributor satisfaction.
• To comply with the Consumer Protection (Direct Selling) Rules, 2021.

3. APPLICABILITY

This Policy applies to:

• Customers
• Consumers
• Independent Distributors
• Sales Leaders
• Employees
• Stockists
• Logistics & Distribution Partners
• Vendors
• Members of the General Public

who interact with YDIK Healthcare Products LLP.

4. APPLICABLE LAWS

This Policy is governed by:

• Consumer Protection Act, 2019
• Consumer Protection (Direct Selling) Rules, 2021
• Consumer Protection (E-Commerce) Rules, 2020
• Information Technology Act, 2000
• Applicable Data Protection and Privacy Laws
• Other applicable laws and regulations

5. DEFINITIONS

Company

Means YDIK Healthcare Products LLP.

Complainant

Means any customer, consumer, distributor, employee, vendor, partner, or member of the public submitting a grievance.

Grievance

Means any complaint, concern, dissatisfaction, dispute, issue, suggestion, or feedback relating to the Company’s products, services, distributor network, business operations, website, compensation plan, customer service, or any other business activity.

Grievance Redressal Officer (GRO)

Means the officer appointed by the Company to receive, investigate, monitor, and resolve grievances.

Nodal Officer

Means the officer appointed by the Company to review escalated grievances that remain unresolved.

6. GRIEVANCE REDRESSAL STRUCTURE

The grievance escalation hierarchy shall be:

Level 1

Grievance Redressal Officer (GRO)

↓

Level 2

Nodal Officer

↓

Level 3

Management / Compliance Committee

The decision of the Management shall be final and binding.

7. WHO CAN FILE A COMPLAINT?

The following persons may file a grievance:

• Customers
• Consumers
• Independent Distributors
• Employees
• Business Partners
• Vendors
• Logistics Partners
• Members of the Public

8. MODES OF SUBMITTING A GRIEVANCE

A grievance may be submitted through any of the following channels:

Email

ydikcare@gmail.com

Customer Care

+91 81600 91274

Website

www.ydiknaturecares.com

Registered Office

YDIK Healthcare Products LLP

Rambhai Estate,
Aslali,
Ahmedabad,
Gujarat, India

Other Modes

• Written Letter
• Customer Support Desk
• Distributor Support Team
• Direct Submission to Company Office

9. TYPES OF GRIEVANCES

Customer Grievances

• Product quality issues
• Product damage
• Delivery delays
• Incorrect product received
• Refund issues
• Payment issues
• Website issues
• Customer support issues
• Data privacy concerns
• Sales-related disputes

Distributor Grievances

• Incentive disputes
• Commission-related issues
• Product availability concerns
• Delivery issues
• Website login issues
• Business support concerns
• Training and operational issues
• Refund and replacement matters
• Compliance-related concerns

Employee Grievances

• Workplace concerns
• HR-related matters
• Payroll issues
• Work environment concerns
• Operational issues
• Internal policy disputes

Public Grievances

• Misleading advertisements
• Ethical concerns
• Compliance concerns
• Public complaints regarding Company activities

10. GRIEVANCE RESOLUTION PROCESS

Step 1 – Complaint Registration

Upon receiving a complaint:

• The complaint shall be logged in the grievance management system.
• A unique complaint reference number shall be generated.

Step 2 – Acknowledgement

The Company shall acknowledge receipt of the grievance within:

48 Hours

The acknowledgement shall include:

• Complaint reference number
• Date of receipt
• Expected resolution timeline

Step 3 – Investigation

The Grievance Redressal Officer shall:

• Review the complaint.
• Verify supporting information.
• Coordinate with relevant departments.
• Conduct necessary investigations.

Step 4 – Resolution

The Company shall make reasonable efforts to resolve grievances within:

20 Days

from the date of receipt of the complaint.

Step 5 – Communication

The complainant shall be informed regarding:

• Action taken
• Resolution provided
• Closure status

through email, phone, SMS, or other appropriate communication channels.

11. ESCALATION MECHANISM

If the complainant is dissatisfied with the resolution provided by the Grievance Redressal Officer, the complaint may be escalated to the Nodal Officer within:

5 Days

from receipt of the resolution.

The Nodal Officer shall review and provide a decision within:

10 Days

of receiving the escalation.

If still unresolved, the matter may be referred to the Management / Compliance Committee for final review.

12. DELAY IN RESOLUTION

In exceptional circumstances where a complaint cannot be resolved within the prescribed timeline:

• The complainant shall be informed about the delay.
• Reasons for delay shall be communicated.
• Revised resolution timeline shall be provided.

The Company shall make every reasonable effort to resolve grievances within 30 days.

13. FRIVOLOUS OR MALICIOUS COMPLAINTS

The grievance mechanism shall not be used for:

• False allegations
• Malicious complaints
• Fraudulent claims
• Harassment of Company personnel

Any knowingly false complaint may result in appropriate action as permitted by law.

However, no action shall be taken against a complainant who raises a genuine concern in good faith.

14. CONFIDENTIALITY

All grievances shall be handled with strict confidentiality.

Information shall only be disclosed:

• For investigation purposes.
• To comply with legal obligations.
• To authorized Company personnel.

15. RECORD MAINTENANCE

The Company shall maintain records of:

• Complaints received
• Investigations conducted
• Actions taken
• Resolution status
• Escalations and outcomes

for regulatory and compliance purposes.

16. REVIEW OF POLICY

This Policy shall be reviewed periodically and may be amended by YDIK Healthcare Products LLP from time to time.

The latest version published on the Company’s website shall prevail.

17. CONTACT DETAILS

Grievance Redressal Officer

YDIK Healthcare Products LLP

Email:
ydikcare@gmail.com

Customer Care:
+91 81600 91274

Website:
www.ydiknaturecares.com

Address:
Rambhai Estate,
Aslali,
Ahmedabad,
Gujarat, India

YDIK Healthcare Products LLP
“Better, Safer & Faster”