Grievance redressal

NexaVelos Digital is a sole proprietorship, so complaints are handled by the proprietor directly rather than routed through a support queue. There is one person, and this is who it is.

Write to office@nexavelos.com with “Grievance” in the subject line, or call the number above during business hours. Please include what happened, when, and any order or invoice reference you have — it is the fastest route to an answer rather than a request for more information.

You can raise a complaint about anything we have sold or delivered: website and application work, hosting, marketing retainers, automation setup, a payment, a refund, or how we have handled your personal data.

We acknowledge every complaint within 48 hours of receiving it, and we resolve it within one month. Those are the timescales the Consumer Protection (E-Commerce) Rules, 2020 set, and we publish them because a commitment you cannot check is not a commitment.

If something is going to take longer than a month — because it depends on a third party such as a payment provider, a registrar or an advertising platform — we will tell you that inside the month, with what we are waiting on, rather than letting the date pass in silence.

Where a complaint is about a refund, the refund terms and the timelines for the money itself are on the refund and cancellation policy.

If we have not resolved your complaint within a month, or you are not satisfied with the outcome, you can escalate to the National Consumer Helpline on 1915, or through the Government of India’s consumer portal at consumerhelpline.gov.in.

If your complaint concerns a card or bank payment, you can also raise it with your own bank or card issuer. We would rather resolve it directly first — in practice that is faster for both of us — but that route is yours to take at any time and we will not treat using it as a reason to stop helping.

NexaMed is not sold through this website. It is supplied to hospitals under a separate written contract, and complaints about a clinical deployment are handled under that contract and through the hospital, not here.

If you are a patient with a question about your own care or your own results, please speak to your treating hospital. We hold no patient record that we can discuss with you, by design — see the security and data protection page.