Complaints and Dispute Policy

At Remedi, we recognize that despite our best efforts, complications or issues may arise that could lead to concerns or disputes for our valued Users. We are committed to addressing any such challenges in a timely, transparent, and respectful manner. To ensure a comprehensive understanding of our approach to handling complaints and disputes, this Complaints and Dispute Policy (“Policy”) outlines a detailed account of our policy, procedures, and support mechanisms in place to assist you throughout this process.

Please be assured that we take all complaints and disputes seriously and handle them with the professionalism and sensitivity. We value your feedback and use it as a means to continually enhance our services and processes.

1. Complaints about Remedi

Users should submit complaints regarding Remedi's services through the official website of Remedi (##) or via e-mail to ##. Remedi will maintain a log of all complaints received and provide a unique reference number for each complaint for tracking purposes.

Upon receiving a complaint, Remedi will promptly acknowledge the receipt within ## days and provide an estimated timeline for the resolution process, ensuring that all communications are documented for record-keeping purposes.

Remedi will conduct a thorough and impartial investigation into the complaint, taking into account all relevant information and documentation to ensure a fair and equitable resolution.

If the complaint requires a more detailed investigation, Remedi will keep the User informed about the progress and any anticipated delays in the resolution process, providing regular updates to maintain transparency and trust.

Following the investigation, Remedi will communicate the outcome of the complaint to the User in writing, outlining the findings, any remedial actions taken, and any proposed compensation, where applicable, in accordance with relevant legal and regulatory requirements.

2. Complaints about Clinics

Users with complaints related to the services provided by the Clinic will be directed to follow the specific complaints procedure outlined by the Clinic. Remedi will facilitate communication between the User and the Clinic, ensuring that the complaint is addressed and resolved in line with the Clinic's policies and procedures.

In the event of a dispute that cannot be resolved directly between the User and the Clinic, Remedi will provide guidance and assistance in exploring alternative dispute resolution mechanisms, such as mediation or arbitration, to achieve a satisfactory resolution.

Remedi will not be held responsible for any complaints directed to the Clinic, as the Clinic operates as an independent entity. Any claims, liabilities, or disputes arising from complaints regarding the Clinic's services shall be the sole responsibility of the Clinic, and Remedi indemnifies itself from any such claims under this Article.