Grievance Redressal

Grievance Officer

Uma Anand, Grievance Officer (Advisor, Operations)
MetaNova MedTech Allianz Private Limited, Silverton Towers, 2nd Floor, VentureX, Golf Course Extension Road, Sector 50, Gurugram, Haryana 122011, India
Email: partners@metanovahealth.in · Phone: +91 96540 30033 / +91 96540 30066

Appointed under the Consumer Protection (E-Commerce) Rules, 2020 and the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021. MetaNova has also appointed a Nodal Contact Person resident in India, reachable at the same email address.

How to raise a grievance

• In the app: Help → Raise a grievance
• Email: partners@metanovahealth.in
• Phone: +91 96540 30033 / +91 96540 30066 (business hours)
• By post: Grievance Officer, MetaNova MedTech Allianz Private Limited, Silverton Towers, 2nd Floor, VentureX, Golf Course Extension Road, Sector 50, Gurugram, Haryana 122011, India

Please include your name, how to reach you, what happened and when, and any case or booking reference. You will receive a unique reference number.

Our timelines

• Acknowledged within 48 hours, with your reference number.
• Resolved within one month of receipt. If we need information from you or a provider, we'll tell you what and why.

These are the limits set by the Consumer Protection (E-Commerce) Rules, 2020, which clause 15.2 of our Terms refers to.

Complaints about a provider

If your grievance concerns an ambulance operator, doctor, hospital or home-care partner, we will record it, give you that provider's identity and contact details, raise it with the provider under its agreement with us, and tell you the outcome. If it concerns a doctor's professional conduct, you may also complain to the relevant State Medical Council or the National Medical Commission — and we will not discourage you from doing so.

Payments and refunds

If you have a question about an amount, raise it before you pay where you can. Refunds are handled under our Cancellation and Refund Policy.

Complaints about your personal data

Requests to access, correct or erase your data, or to withdraw consent, are handled under our Privacy Policy. If we do not resolve your concern, you may complain to the Data Protection Board of India.

Your other rights

Nothing here restricts your right to approach a Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019.

This is not an emergency channel. In a medical emergency, call 112.