AltMed Policies

1.1 Introduction

This Privacy Policy explains how Namoh Generics, operating under the brand name Altmed.tech ("Company", "we", "our", or "us"), collects, uses, stores, processes, shares, protects, and retains personal data when users access or use our website, mobile application, prescription scanning/upload services, medicine comparison features, pharmacist verification process, medicine ordering services, customer support, delivery services, and related services collectively referred to as the "Platform".

Our Platform is an AI-assisted medicine cost-saving and fulfillment platform. Users may scan or upload medical prescriptions, and our technology may identify potentially lower-cost generic or therapeutic-equivalent options. All such AI-generated suggestions are subject to review by licensed pharmacists and, wherever required under applicable law or professional standards, confirmation or approval from the prescribing registered medical practitioner before fulfillment.

This Privacy Policy is intended to comply with applicable Indian laws, including the Digital Personal Data Protection Act, 2023, the Digital Personal Data Protection Rules, 2025, the Information Technology Act, 2000, applicable rules relating to reasonable security practices and sensitive personal data, the Drugs and Cosmetics Act, 1940, the Drugs Rules, 1945, the Pharmacy Act, 1948, and applicable pharmacy practice regulations.

By using the Platform, creating an account, uploading a prescription, placing an order, or giving consent through any checkbox, OTP, electronic confirmation, or similar affirmative action, you agree to the collection and processing of your personal data in accordance with this Privacy Policy.

1.2 Scope of This Policy

This Privacy Policy applies to all users, customers, patients, caregivers, authorised representatives, delivery recipients, pharmacists, and other persons whose personal data is processed through the Platform.

Where a user uploads a prescription or places an order on behalf of another person, the user represents that they have lawful authority and consent from that person to share the relevant personal and medical data with us.

1.3 Types of Data We Collect

We may collect the following categories of personal data and sensitive information, depending on how you use the Platform:

1.4 Lawful Basis and Consent

We process your personal data for lawful purposes connected with providing our services, including prescription verification, pharmacist review, medicine order processing, legal compliance, delivery, refund handling, and customer support.

Where required, we obtain your consent before collecting or processing personal data, especially health-related information, prescription information, payment-related information, and AI-assisted prescription analysis data.

By uploading a prescription, scanning a prescription, selecting a generic alternative, placing an order, or confirming your consent on the Platform, you expressly consent to:

1. the collection and processing of your prescription and health-related information;
2. the use of AI-assisted tools to read, classify, analyse, and compare your prescription;
3. review of your prescription and medicine options by licensed pharmacists;
4. contact by our pharmacist or support team for clarification;
5. sharing of necessary order, prescription, delivery, and compliance information with licensed pharmacies, stockists, delivery partners, payment processors, technology vendors, and regulatory authorities where required;
6. retention of prescription and order records for legally required periods; and
7. use of dispatch photographs or videos for quality control and dispute resolution.

You may withdraw consent by contacting us at altmedadmin@gmail.com. However, withdrawal of consent may prevent us from processing prescriptions, verifying medicines, completing orders, providing pharmacy services, maintaining records required by law, or resolving disputes. Withdrawal of consent will not affect processing already completed before withdrawal or processing required under applicable law.

1.5 Purpose of Processing

We use personal data for the following purposes:

1. creating and managing user accounts;
2. verifying user identity and age where required;
3. receiving, scanning, digitising, and validating prescriptions;
4. identifying medicine composition, strength, dosage form, quantity, availability, and price;
5. suggesting lower-cost generic options as an informational aid;
6. enabling licensed pharmacist review and safety verification;
7. seeking clarification from the user or prescribing doctor where required;
8. confirming whether a medicine may be legally dispensed;
9. fulfilling orders from our own licensed pharmacy inventory;
10. routing orders to licensed third-party stockists or pharmacies in a future marketplace or hybrid fulfillment model;
11. processing payments, invoices, refunds, and tax records;
12. arranging delivery and order tracking;
13. maintaining prescription, dispensing, and audit records;
14. preventing fraud, fake prescriptions, duplicate claims, misuse, diversion, or unlawful medicine procurement;
15. maintaining dispatch photographs and proof of package condition;
16. providing customer support and complaint resolution;
17. improving Platform accuracy, safety, security, and user experience;
18. complying with legal, regulatory, tax, audit, law-enforcement, and pharmacovigilance obligations;
19. detecting and preventing cyber incidents, unauthorised access, or misuse of the Platform; and
20. defending legal claims or enforcing our rights.

1.6 Human Oversight and Pharmacist Review

All AI-assisted medicine suggestions are subject to human review by licensed pharmacists. Pharmacists may verify the prescription, medicine composition, dosage, strength, route, dosage form, duplication, allergy concerns, drug interactions, availability, and legal permissibility of dispensing.

The Platform does not guarantee that every suggested generic alternative will be dispensed. The final fulfillment decision depends on pharmacist review, stock availability, applicable law, and, wherever required, approval or confirmation from the prescribing registered medical practitioner.

1.7 Data Sharing and Disclosure

We do not sell your personal data. We may share personal data only as necessary for lawful and operational purposes, including with:

1. licensed pharmacists engaged by us;
2. our own licensed pharmacy or warehouse teams;
3. licensed third-party pharmacies, stockists, or distributors where orders are routed through a hybrid or marketplace model;
4. delivery and logistics partners;
5. payment gateway and banking partners;
6. cloud hosting, data storage, cybersecurity, analytics, OCR, AI, and software service providers;
7. customer support and communication service providers;
8. auditors, legal advisors, tax consultants, insurers, and compliance consultants;
9. government, regulatory, police, court, drug control, tax, or law-enforcement authorities where legally required;
10. successors or assignees in connection with merger, acquisition, restructuring, financing, or sale of business assets, subject to confidentiality and legal safeguards.

Where we engage third-party service providers or data processors, we require them to process personal data only for authorised purposes and to maintain reasonable security safeguards.

1.8 Future Marketplace / Hybrid Fulfillment Model

At present, orders may be fulfilled directly through our own licensed pharmacy inventory. In the future, we may transition to or operate a hybrid marketplace model under which orders may be routed to third-party licensed stockists, pharmacies, distributors, or fulfillment partners.

In such cases, we may share only the information reasonably necessary for prescription verification, legal dispensing, invoicing, delivery, customer support, returns/replacement assessment, regulatory compliance, and dispute resolution. Such partners must hold applicable licences and comply with applicable pharmacy and drug laws.

1.9 Data Storage and Security

We implement reasonable technical, organisational, operational, and physical safeguards to protect personal data, including health data and prescription records. These safeguards may include encryption, access controls, role-based permissions, authentication controls, data masking, logging, monitoring, backups, secure hosting, vendor controls, incident response processes, and periodic review of information security practices.

Access to prescription and health data is restricted to authorised personnel, pharmacists, and service providers who require access for lawful business or compliance purposes.

No electronic platform can guarantee absolute security. However, we take reasonable measures to prevent unauthorised access, loss, misuse, alteration, disclosure, or destruction of personal data.

1.10 Data Retention

We retain personal data only for as long as necessary for the purposes described in this Privacy Policy, unless a longer retention period is required or permitted under applicable law.

Prescription and pharmacy records may be retained for the period required under pharmacy practice requirements, drug laws, tax laws, audit requirements, legal proceedings, or regulatory obligations. Dispatch photographs, order records, payment records, invoices, consent logs, and support records may be retained for compliance, fraud prevention, dispute resolution, and legal defence.

Where a user requests deletion of personal data, we will process the request in accordance with applicable law. We may refuse or limit deletion where retention is necessary for prescription records, legal compliance, tax records, regulatory obligations, fraud prevention, dispute resolution, safety investigation, or legal claims.

1.11 Your Rights

Subject to applicable law, you may have the right to:

1. access information about personal data processed by us;
2. request correction, completion, or updating of inaccurate or incomplete personal data;
3. request erasure of personal data where retention is no longer necessary or legally required;
4. withdraw consent for future processing;
5. seek grievance redressal;
6. nominate another person to exercise your rights in the event of death or incapacity, where applicable;
7. receive information about grievance escalation mechanisms.

To exercise your rights, contact us at altmedadmin@gmail.com. We may verify your identity before processing your request.

1.12 Children and Minors

The Platform is intended for use by persons aged 18 years and above. If medicines are ordered for a minor, the order must be placed by a parent or lawful guardian, and the parent or guardian is responsible for providing valid consent and accurate prescription information.

1.13 Accuracy of User-Provided Information

You are responsible for ensuring that prescriptions, addresses, contact details, allergy information, medical disclosures, and order details provided by you are accurate, complete, lawful, and up to date.

We are not responsible for harm, delay, failed delivery, incorrect processing, or inability to fulfill an order caused by false, incomplete, illegible, outdated, altered, or misleading information submitted by you.

1.14 Cookies and Tracking Technologies

We may use cookies, pixels, SDKs, analytics tools, and similar technologies to operate the Platform, remember user preferences, maintain sessions, detect fraud, improve performance, analyse usage, and enhance security. You may control certain cookie preferences through your browser or device settings, but disabling cookies may affect Platform functionality.

1.15 Data Breach Notification

If we become aware of a personal data breach affecting your personal data, we will take reasonable steps to assess, contain, investigate, and remediate the incident. Where required by applicable law, we will notify affected users and the relevant authority in accordance with legal timelines and procedures.

1.16 Grievance Redressal

For privacy, data protection, or security concerns, please contact:

If you are not satisfied with our response, you may escalate the matter in accordance with applicable data protection laws.

1.17 Updates to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in law, technology, operations, marketplace structure, pharmacy regulations, or Platform features. Updated versions will be posted on the Platform with the revised "Last Updated" date. Continued use of the Platform after an update constitutes acceptance of the revised Privacy Policy.

2.1 Introduction

These Terms of Service govern your access to and use of Altmed.tech, operated by Namoh Generics. By accessing the Platform, creating an account, uploading a prescription, using AI-assisted medicine comparison features, placing an order, making payment, or using any service, you agree to be bound by these Terms.

If you do not agree to these Terms, you must not use the Platform.

2.2 Nature of the Platform

The Platform is an AI-assisted medicine cost-saving and fulfillment platform that helps users scan or upload prescriptions and identify potentially lower-cost generic medicine options. The Platform may compare prescribed medicines with available generic alternatives based on composition, strength, dosage form, availability, pricing, and other relevant parameters.

The Platform is not a hospital, clinic, telemedicine provider, medical practitioner, or emergency medical service. The Platform does not diagnose, prescribe, treat, cure, prevent disease, or replace professional medical advice.

Medicines are fulfilled only after applicable prescription checks and licensed pharmacist review. Where required under law or professional standards, substitution or dispensing of a medicine different from the prescription will require approval, confirmation, or consent from the prescribing registered medical practitioner.

2.3 Crucial Medical Disclaimer

The AI tool is only an informational cost-saving aid. It is not a substitute for professional medical advice, diagnosis, treatment, prescription, or consultation with a registered medical practitioner.

AI-generated suggestions may be based on medicine composition, price, availability, generic equivalence, or similar data, but they may not capture every patient-specific factor, including allergies, pregnancy, age, renal or hepatic impairment, drug interactions, contraindications, disease-specific restrictions, doctor preference, brand-specific requirements, or clinical history.

The final decision regarding whether a medicine can be safely dispensed rests with the licensed pharmacist, applicable law, and the user's prescribing doctor. Users must not change, stop, reduce, increase, replace, or start any medicine solely based on AI suggestions without consulting their prescribing doctor.

If you experience an adverse drug reaction, allergy, side effect, worsening symptoms, or emergency condition, you must immediately contact your doctor or emergency medical services.

2.4 Eligibility

You must be at least 18 years old and legally competent to use the Platform, upload prescriptions, place orders, and make payments. If you place an order on behalf of another person, including a family member, patient, child, elderly person, or dependent, you represent that you have lawful authority and consent to do so.

We may refuse service, suspend access, or cancel orders if we believe a user is underage, unauthorised, misusing the Platform, or violating applicable law.

2.5 Prescription Requirements

For prescription medicines, users must upload a valid, lawful, legible, complete, and unaltered prescription issued by a registered medical practitioner in India.

The prescription must clearly show, where applicable, the patient name, doctor name, doctor registration details, prescription date, medicine name, strength, dosage form, quantity, dosage instructions, and doctor signature or valid electronic authentication.

We reserve the right to reject any prescription that is illegible, incomplete, expired, altered, suspicious, invalid, unlawful, inconsistent, excessive, or not compliant with applicable law or professional standards.

2.6 AI Suggestions and Generic Alternatives

The Platform may suggest lower-cost generic alternatives or comparable medicine options based on available data. Such suggestions may be generated using AI, OCR, medicine databases, inventory data, pricing data, and pharmacist-curated rules.

However:

1. AI suggestions are not medical prescriptions;
2. AI suggestions do not guarantee clinical suitability;
3. AI suggestions are subject to pharmacist review;
4. stock availability may change;
5. prices may change before order confirmation;
6. substitution may not be legally or professionally permitted in every case;
7. doctor confirmation may be required before fulfilling a substituted medicine;
8. we may refuse to fulfill any suggestion if the pharmacist considers it unsafe or non-compliant.

2.7 Pharmacist Review and Doctor Approval

Every prescription medicine order is subject to verification by a licensed pharmacist. The pharmacist may verify prescription validity, medicine name, composition, dosage, route, strength, quantity, duplication, interactions, allergy risks, legal category, and dispensing permissibility.

If the order involves a medicine different from the one written in the prescription, including a generic alternative, brand substitute, therapeutic alternative, or changed dosage form, we may require confirmation from the prescribing registered medical practitioner before fulfillment.

No medicine will be knowingly dispensed in violation of applicable pharmacy laws, drug laws, prescription requirements, or professional standards.

2.8 User Responsibilities

You agree to:

1. provide accurate, lawful, current, and complete information;
2. upload only genuine and unaltered prescriptions;
3. not upload fake, forged, expired, manipulated, stolen, or unauthorised prescriptions;
4. not procure medicines for unlawful resale, abuse, diversion, or non-medical use;
5. disclose known allergies, contraindications, pregnancy status, chronic conditions, and relevant information to your doctor and pharmacist;
6. verify medicine name, strength, quantity, and instructions upon delivery;
7. consult your prescribing doctor before accepting any medicine substitution;
8. store medicines safely and as per label instructions;
9. not misuse discounts, refunds, replacement claims, or support processes;
10. comply with all applicable laws.

2.9 Restricted Products

We may refuse or restrict sale of medicines or products that cannot be legally sold online, cannot be supplied without additional verification, are restricted under narcotic, psychotropic, habit-forming, Schedule X, or other controlled categories, or are otherwise prohibited under applicable law or internal compliance policies.

2.10 Order Process

A typical order may involve the following steps:

1. user uploads or scans a prescription;
2. AI extracts and analyses prescription details;
3. possible generic options may be displayed;
4. user selects medicines or requests assistance;
5. licensed pharmacist reviews the prescription and selected medicines;
6. doctor confirmation may be sought where required;
7. final price and availability are confirmed;
8. user makes payment;
9. order is packed and dispatch photograph or video may be recorded;
10. order is dispatched through approved delivery channels;
11. delivery is completed at the provided address.

An order is not confirmed until payment is received, prescription verification is completed, pharmacist approval is obtained, and availability is confirmed.

2.11 E-Commerce, Pricing, and Platform Margins

Users pay only for medicines and related charges such as delivery, packaging, taxes, or other disclosed charges. There are no subscription fees unless separately introduced and clearly disclosed in the future.

Medicine prices displayed on the Platform may include platform margins, operational costs, pharmacy margins, technology costs, marketplace facilitation fees, logistics costs, or other commercial margins built into the medicine pricing. Prices may vary based on manufacturer price changes, batch availability, procurement cost, inventory location, pharmacy partner pricing, discounts, taxes, logistics, and stock status.

We reserve the right to update prices at any time before order confirmation. If pricing changes after payment but before dispatch due to genuine error, stock change, partner pricing, or regulatory reason, we may contact you for approval, offer an alternative, cancel the order, or issue a refund.

2.12 Fulfillment Model

Currently, orders may be fulfilled directly through our own licensed pharmacy inventory. We may, in the future, transition to or operate a hybrid marketplace model where orders are routed to third-party licensed stockists, pharmacies, distributors, or fulfillment partners.

In a marketplace or hybrid model, the relevant licensed pharmacy or stockist may be responsible for dispensing, invoicing, packing, and dispatching the medicine, while the Platform may facilitate technology, order routing, payment collection, customer support, compliance workflows, and dispute handling.

We will make reasonable efforts to ensure that fulfillment partners hold valid licences and comply with applicable laws.

2.13 Delivery

Delivery timelines are estimates and may vary due to stock availability, prescription verification, doctor confirmation, pharmacist review, logistics delays, weather, strikes, address issues, payment issues, regulatory restrictions, or events beyond our control.

You must ensure that an authorised person is available to receive the order. The recipient may be required to confirm identity, provide OTP, sign delivery acknowledgment, or provide proof of receipt.

2.14 No Emergency Use

The Platform must not be used for medical emergencies, urgent life-saving medicine requirements, acute symptoms, serious allergic reactions, poisoning, overdose, breathing difficulty, chest pain, severe infection, psychiatric crisis, or any condition requiring immediate medical attention.

For emergencies, contact your doctor, nearest hospital, ambulance, or emergency services immediately.

2.15 Returns, Refunds, and Cancellations

Cancellations, refunds, and returns are governed by our Cancellation Policy and Refund & Return Policy, which form part of these Terms. Due to the safety-sensitive nature of medicines, cancellations are generally allowed only before dispatch, and returns are generally not permitted once medicines are dispatched, except in limited approved cases.

2.16 Account Security

You are responsible for maintaining the confidentiality of your account credentials, OTPs, passwords, devices, and registered contact details. You must immediately inform us of any unauthorised access or suspected misuse.

We are not liable for losses caused by your failure to secure your account, phone, email, or OTP.

2.17 Prohibited Use

You must not:

1. use the Platform for unlawful medicine procurement;
2. upload forged, fake, altered, or misleading prescriptions;
3. impersonate another person;
4. misuse another person's medical data;
5. reverse engineer or attack the Platform;
6. scrape medicine databases or pricing data without permission;
7. attempt unauthorised access to health data or systems;
8. submit fraudulent refund, return, or damage claims;
9. harass pharmacists, delivery partners, support staff, or pharmacy partners;
10. violate drug laws, pharmacy laws, data protection laws, or cyber laws.

2.18 Intellectual Property

All Platform software, workflows, AI models, medicine comparison logic, designs, trademarks, databases, content, graphics, logos, and materials are owned or licensed by us. You are granted a limited, revocable, non-transferable right to use the Platform for lawful personal use only.

You must not copy, modify, distribute, sell, sublicense, exploit, or reverse engineer any part of the Platform without written permission.

2.19 Third-Party Services

The Platform may integrate with third-party services, including payment gateways, logistics partners, cloud providers, communication tools, analytics providers, pharmacies, stockists, or marketplace partners. Your use of such third-party services may be subject to their terms and privacy practices.

We are not responsible for third-party failures, except to the extent required under applicable law.

2.20 Limitation of Liability

To the maximum extent permitted by law, we are not liable for:

1. adverse drug reactions, allergies, side effects, contraindications, or treatment failure;
2. clinical outcomes or efficacy of any medicine;
3. user failure to consult the prescribing doctor before substitution;
4. inaccurate, fake, incomplete, expired, or altered prescriptions submitted by users;
5. incorrect information provided by users;
6. manufacturer defects, recalls, or quality issues beyond our control;
7. delays caused by prescription verification, doctor confirmation, logistics, or regulatory checks;
8. unavailability of medicines or price changes;
9. failure to follow storage instructions, dosage instructions, or doctor advice;
10. indirect, incidental, consequential, punitive, or special damages.

Where liability cannot be excluded under applicable law, our aggregate liability for any claim relating to an order shall be limited to the amount paid by you for the specific disputed order, except in cases where such limitation is not permitted by law.

Nothing in these Terms excludes liability that cannot legally be excluded, including liability arising from proven gross negligence, wilful misconduct, or statutory consumer rights.

2.21 Government-Approved Generics and Manufacturer Responsibility

Generic medicines supplied through the Platform are sourced from licensed channels and are intended to comply with applicable Indian drug regulatory requirements. However, medicine quality, composition, manufacturing, labelling, batch release, and statutory compliance are primarily the responsibility of the relevant manufacturer and supply chain entities under applicable law.

We will cooperate with users, manufacturers, pharmacy partners, and regulators in genuine cases involving suspected wrong medicine, damaged packaging, expired product, recall, or serious quality concern.

2.22 Indemnification

You agree to indemnify and hold harmless Namoh Generics, its directors, officers, employees, pharmacists, agents, contractors, affiliates, pharmacy partners, stockists, and service providers from any claims, losses, damages, penalties, liabilities, costs, or expenses arising from:

1. fake, forged, altered, expired, misleading, or unlawful prescriptions uploaded by you;
2. unauthorised ordering on behalf of another person;
3. misuse of medicines;
4. resale, diversion, abuse, or unlawful procurement;
5. incorrect medical, allergy, delivery, or payment information provided by you;
6. violation of these Terms;
7. violation of applicable laws;
8. fraudulent cancellation, refund, return, or chargeback claims.

2.23 Suspension and Termination

We may suspend, restrict, or terminate your access to the Platform if we suspect fraud, prescription misuse, unlawful procurement, cyber misuse, repeated false claims, abusive behaviour, regulatory risk, or violation of these Terms.

Termination will not affect obligations that have accrued before termination, including payment obligations, compliance obligations, indemnities, record retention, and dispute resolution provisions.

2.24 Changes to Terms

We may update these Terms from time to time. Updated Terms will be posted on the Platform with a revised effective date. Continued use of the Platform after changes are posted constitutes acceptance of the updated Terms.

2.25 Governing Law and Jurisdiction

These Terms are governed by the laws of India.

Subject to applicable consumer protection laws and mandatory legal rights, the courts at Mumbai, India shall have exclusive jurisdiction over disputes arising from or relating to these Terms, the Platform, orders, cancellations, refunds, or services.

2.26 Contact

For legal, compliance, or support queries, contact:

3.1 Introduction

This Cancellation Policy applies to medicine orders placed through Altmed.tech, operated by Namoh Generics. Because medicines are safety-sensitive products regulated under Indian law, cancellation rights are limited once an order enters dispatch.

By placing an order, you agree to this Cancellation Policy.

3.2 Free Cancellation Before Dispatch

You may cancel an order free of charge only before the order is dispatched from our facility or the relevant licensed pharmacy, stockist, or fulfillment partner.

An order will be treated as dispatched once it has been packed and handed over to a delivery partner, marked as shipped, assigned for dispatch, physically moved out of the dispensing facility, or otherwise entered into the delivery supply chain.

To request cancellation, you must use the Platform cancellation option or contact customer support at altmedadmin@gmail.com / +91 9136220406 before dispatch.

3.3 Post-Dispatch Cancellation Lock

Once an order has been dispatched, cancellation is strictly prohibited.

This strict post-dispatch lock exists because medicines are regulated, safety-sensitive, and hygiene-sensitive products. Once medicines leave the licensed facility, their storage conditions, package integrity, temperature exposure, contamination risk, and chain-of-custody cannot always be independently verified. For patient safety and regulatory reasons, dispatched medicines cannot ordinarily be brought back into saleable inventory.

3.4 No Cancellation Due to Change of Mind After Dispatch

After dispatch, cancellations will not be accepted for reasons such as:

1. user changed their mind;
2. user found the medicine cheaper elsewhere;
3. user no longer needs the medicine;
4. doctor changed the prescription after dispatch;
5. user ordered the wrong medicine or quantity;
6. user failed to read the order summary;
7. user was unavailable to receive the delivery;
8. user provided incorrect address or phone number;
9. user selected a generic alternative and later declined it after dispatch.

3.5 Platform-Initiated Cancellations

We reserve the right to cancel an order before dispatch if:

1. the uploaded prescription is invalid, illegible, expired, incomplete, suspicious, altered, or fake;
2. the prescription does not support the medicine requested;
3. the prescribing doctor details cannot be reasonably verified where required;
4. the medicine is out of stock;
5. the medicine is discontinued, recalled, restricted, or unavailable through licensed channels;
6. the pharmacist rejects the order for safety, dosage, duplication, allergy, interaction, legal, or clinical appropriateness concerns;
7. doctor approval is required but not received;
8. payment fails, is reversed, is suspected to be fraudulent, or is disputed;
9. delivery location is not serviceable;
10. regulatory restrictions prevent fulfillment;
11. the order appears to be for misuse, resale, diversion, abuse, or unlawful procurement;
12. the user violates our Terms of Service.

3.6 Refunds for Platform-Initiated Cancellations

If we cancel an order before dispatch due to prescription rejection, pharmacist safety rejection, doctor approval not being received, stock unavailability, regulatory restriction, or any reason attributable to our inability to fulfill the order, we will issue a full refund for the cancelled items, subject to payment gateway and banking timelines.

Approved refunds will be credited to the original payment source within 5–7 business days after refund approval, unless a longer period is required by the bank, payment gateway, or applicable payment system.

3.7 Partial Cancellation

If only part of an order cannot be fulfilled before dispatch, we may cancel the unavailable items and fulfill the remaining items after informing you. A refund will be processed for the cancelled items.

3.8 Cancellation of Cash-on-Delivery Orders

Where cash-on-delivery is available, we may cancel COD orders if prescription verification fails, pharmacist review fails, stock is unavailable, doctor approval is not received, the delivery address is unserviceable, or the user has a history of repeated refusals or misuse.

3.9 Abuse of Cancellation Process

We reserve the right to restrict, suspend, or disable cancellation privileges or Platform access for users who repeatedly place and cancel orders, submit suspicious prescriptions, make false claims, misuse COD, refuse deliveries without valid reason, or otherwise abuse the cancellation process.

4.1 Introduction

This Refund & Return Policy applies to medicine orders placed through Altmed.tech, operated by Namoh Generics.

Medicines are regulated, safety-sensitive, hygiene-sensitive products. Unlike ordinary consumer goods, medicines cannot be freely returned, restocked, or resold once dispatched because their safety, storage, and integrity may be compromised after leaving the licensed facility.

By placing an order, you agree to this Refund & Return Policy.

4.2 General Rule: No Returns and No Refunds After Dispatch

All medicine sales are final once dispatched. No returns, no refunds, and no exchanges will be permitted after dispatch, except in the limited cases expressly approved under this Policy.

This rule applies because medicines cannot be reintegrated into inventory after dispatch due to risks of contamination, tampering, temperature variation, improper storage, seal damage, substitution, misuse, and chain-of-custody uncertainty.

4.3 Dispatch Quality Evidence

To protect users and prevent fraudulent disputes, the Platform may take photographic or video records of the medicines, batch number, expiry date, invoice, outer packaging, sealing, and dispatch package condition before the order leaves the facility.

Such dispatch records may be used as evidence that the medicines left our facility or the licensed fulfillment partner's facility in good, sealed, and uncompromised condition.

4.4 Limited Exceptions

Refunds or replacements may be considered only on a case-by-case basis in the following limited circumstances:

1. wrong medicine delivered;
2. wrong strength, dosage form, or quantity delivered;
3. medicine delivered after expiry;
4. visible damage to primary medicine packaging before delivery;
5. package tampering before delivery;
6. invoice mismatch materially affecting the order;
7. order marked delivered but not received, subject to delivery investigation;
8. manufacturer recall affecting the supplied batch;
9. serious quality concern supported by credible evidence;
10. duplicate payment or payment deducted for an order not confirmed.

Approval of a refund or replacement is at our discretion after verification of evidence, dispatch records, delivery records, pharmacist review, and applicable law.

4.5 Issues Not Eligible for Refund or Return

Refunds, returns, or replacements will not be approved for:

1. change of mind;
2. price difference discovered after purchase;
3. medicine no longer required;
4. doctor changed treatment after dispatch;
5. user ordered the wrong medicine or quantity;
6. user failed to read order details;
7. user selected a generic alternative and later changed their mind;
8. minor outer carton dents not affecting medicine integrity;
9. adverse drug reaction, allergy, or side effect where the correct medicine was supplied;
10. perceived lack of effectiveness of a medicine;
11. improper storage after delivery;
12. delay caused by user unavailability, wrong address, or failed delivery attempts;
13. opened, used, consumed, or partially consumed medicines;
14. missing unboxing evidence;
15. complaints raised after the reporting window;
16. products damaged after delivery.

For adverse reactions, allergies, side effects, or worsening symptoms, users must immediately contact their prescribing doctor or emergency medical services. Such events do not automatically qualify for refund if the correct medicine was supplied as per verified order.

4.6 Mandatory Reporting Window

Any issue must be reported to our customer support team within 24–48 hours of delivery. Reports submitted after this window may be rejected unless required otherwise by applicable law or unless the issue involves a manufacturer recall, serious safety concern, or regulatory matter.

4.7 Evidence Required from User

To raise a claim, you must provide:

1. order ID;
2. invoice copy;
3. clear photographs of the unopened package;
4. unboxing video from sealed package stage, wherever possible;
5. photographs of all sides of the medicine strip, bottle, box, label, batch number, expiry date, and packaging;
6. description of the issue;
7. delivery date and time;
8. any supporting proof requested by our support or pharmacist team.

The user's evidence must be sufficient to contest or clarify the Platform's dispatch photograph or video record.

4.8 Verification Process

After receiving a complaint, we may verify:

1. prescription and order details;
2. pharmacist verification logs;
3. invoice and batch details;
4. dispatch photographs or videos;
5. packing and warehouse records;
6. delivery partner records;
7. user-submitted unboxing evidence;
8. manufacturer or supplier information;
9. regulatory or recall information where applicable.

We may request additional information from you. Failure to provide requested information may result in rejection of the claim.

4.9 Replacement

If a replacement is approved, we may arrange replacement of the affected item only, subject to stock availability, prescription validity, pharmacist approval, and applicable law.

Replacement does not mean that the originally delivered medicine will be restocked or resold. Where required, the affected item may be collected only for investigation, regulatory review, manufacturer escalation, or safe disposal.

4.10 Refund Timeline

If a refund is approved, it will be credited to the original payment source within 5–7 business days from refund approval.

Actual credit timelines may vary depending on banks, payment gateways, UPI providers, card networks, or wallet providers. We are not responsible for delays caused by financial institutions after refund initiation.

4.11 Partial Refunds

Where only part of an order is affected, we may approve a partial refund or replacement for the affected item only.

Delivery charges, convenience fees, packaging fees, or other charges may be non-refundable unless the issue is attributable to us or required by law.

4.12 Chargebacks and Payment Disputes

If you initiate a chargeback or payment dispute without first contacting our support team, we reserve the right to provide prescription records, order records, dispatch photographs, delivery proof, invoice, and support communications to the payment gateway, bank, or competent authority to contest the dispute.

False chargebacks or fraudulent claims may result in account suspension, refusal of future orders, and legal action.

4.13 Regulatory Complaints and Safety Concerns

If you believe a medicine is not of standard quality, adulterated, misbranded, spurious, recalled, tampered, or unsafe, you should immediately stop using the medicine and contact your doctor. You may also report the matter to our support team and the appropriate drug control authority.

We will cooperate with users, manufacturers, suppliers, pharmacy partners, and authorities in genuine safety investigations.

4.14 Contact for Refund and Return Issues

All refund, replacement, and return-related decisions will be made in accordance with this Policy, applicable law, and the evidence available to us.