Grievance Redressal
Oppexl Technologies LLP · Last updated: 1 June 2025
1. Our Commitment
Labkro, operated by Oppexl Technologies LLP, is committed to resolving complaints from patients and lab partners fairly and promptly. This page sets out how to raise a grievance and how we handle it, in compliance with the Consumer Protection (E-Commerce) Rules, 2020, the Information Technology (Intermediary Guidelines) Rules, 2021, and the Digital Personal Data Protection Act, 2023.
2. Grievance Officer
In accordance with the above regulations, the designated Grievance Officer for Labkro is:
| Name | Dinesh Gulia |
| Designation | Grievance Officer, Oppexl Technologies LLP |
| grievance@labkro.in | |
| Phone | +91 90690 40006 |
| Address | Oppexl Technologies LLP, 213, Well Done Tech Park, Badshahpur Sohna Road, Sector 48, Gurugram, Haryana 122018, India |
| Working hours | Monday–Saturday, 10:00 AM – 6:00 PM IST |
3. How to Raise a Grievance
- Patients: Email grievance@labkro.in with your booking ID, registered mobile number, and a description of the issue. You may also raise a support ticket from your profile.
- Lab Partners: Email grievance@labkro.in or raise a ticket from your lab dashboard.
- Please include any relevant details (screenshots, transaction references) to help us resolve faster.
4. Resolution Timelines
| Stage | Timeline |
|---|---|
| Acknowledgement of complaint | Within 48 hours |
| Resolution of complaint | Within 30 days |
| Content / listing takedown requests | Acknowledged in 24 hours, actioned within 15 days |
| Data privacy / consent requests (DPDP) | Within 30 days |
5. Escalation
If you are not satisfied with the resolution provided by the Grievance Officer, you may escalate to the management of Oppexl Technologies LLP at legal@labkro.in. You also retain all rights available to you under the Consumer Protection Act, 2019, including approaching the appropriate Consumer Disputes Redressal Commission.
6. Platform Disclaimer
Labkro is a technology platform and intermediary that connects patients with independent, third-party diagnostic laboratories. Labkro does not itself collect samples, perform tests, or issue medical reports. Diagnostic services and reports are the sole responsibility of the partner laboratory. Grievances relating to clinical accuracy or test results will be facilitated by Labkro but must ultimately be addressed by the concerned laboratory.