SUPPORT POLICY

REMEDIUS MOBILE HEALTH CO. LIMITED

Effective Date: 2024-03-26

1. Introduction

This Support Policy (“Policy”) defines how Remedius Mobile Health Co. Limited (“Remedius”) provides assistance and support services to customers (“Users”) of our telemedicine, e-pharmacy, and digital health platforms. The purpose of this Policy is to ensure timely, consistent, and effective support in line with our commitment to quality healthcare services.

2. Scope of support

Support covers:

·       Account registration and login assistance.

·       Technical issues related to the use of our website, mobile application, and call center services.

·       Guidance on placing orders, uploading prescriptions, and tracking deliveries.

·       Resolution of billing, payment, and refund inquiries.

·       Non-clinical inquiries related to service availability.

Exclusions:

·       Medical advice beyond what is provided through our licensed healthcare professionals.

·       Support for devices, internet connections, or third-party apps not provided by Remedius.

3. Support channels

Users can reach our support team through:

• Phone: +256 760 207 718
• Email: support@remediushealth.africa
• Whatsapp-app chat (+256 760 207 718)

Customer Relations Desk at registered partner pharmacies or offices

4. Availability

• Standard support hours: Monday to Saturday, 8:00 AM – 5:00 PM (EAT).
• Emergency technical support: 24/7 for critical system outages.

5. Response times

• General inquiries: within 24 hours.
• Order and delivery issues: within 12 hours.
• Critical service disruptions: immediate acknowledgement and resolution within 4 hours.

6. User responsibilities

• Provide accurate details when submitting support requests.
• Cooperate with support staff to resolve issues, including providing order numbers, screenshots, or error messages.
• Refrain from abusive, threatening, or inappropriate behavior toward support staff.

7. Escalation procedures

If an issue is not resolved within the stated timelines:

Level 1: Customer Support Agent

Level 2: Support Supervisor

Level 3: Operations or Technical Manager

Level 4: Executive Management (for unresolved or high-impact issues)

8. Service limitations

While Remedius will make reasonable efforts to resolve issues, uninterrupted and error-free service cannot be guaranteed due to technical, regulatory, or external factors.

9. Amendments

Remedius may revise this Policy at any time. Updates will be posted with a new effective date. Continued use of our services constitutes acceptance of the revised Policy.

10. Contact

Support-related inquiries:

Phone: +256 760 207 718

Email: support@remediushealth.africa