Below, we answer some the most frequently asked Questions on our platform
We are sorry you had to experience this. Please click on "Help with my order", select the medicines that were incorrectly delivered and raise a ticket. We will investigate and call you to send replacement or refund for wrong medicines.
We are sorry you had to experience this. Please click on "Help with my order", select the medicines that were damaged and raise a ticket. We will investigate and call you to send replacement or refund for damaged medicines.
Your invoice print out is sent with your order. To view details of your bill, go to "My orders" in the menu, tap on the respective order, and click on bill. You will be able to view your bill.
We don't accept any payments at the time of order placement. Once the bill is prepared after packaging, you shall receive a notification on your app and an SMS. You will need to login to the app and go to pending orders under "My orders" to make the payment.
Usually orders will be delivered within 24 hours. Your order will be delivered within the 'Estimated Delivery Date' as committed at the time of order placement. You can check this by selecting your order from "My orders" section. Keep a look-out for our order delivery updates.
We ensure that the shelf life of the medicines being supplied by our partner retailers is, at least, a minimum of 3 months from the date of delivery
You can cancel your order from the ‘Order details’ screen before it is out for delivery. Else, you can refuse it at the time of delivery and a refund will be processed into the payment source, if the order amount was paid online.
We are sorry you had to experience this. Please click on "Help with my order", select the medicines that are missing from the package and raise a ticket. We will investigate and call you to send replacement or refund for undelivered medicines.
You can modify your order on the phone while talking to our representative. Once your order is confirmed, it cannot be modified. Please place a fresh order with any modifications.
Usually orders will be delivered within 24 hours. Your order will be delivered within the 'Estimated Delivery Date' as committed at the time of order placement. You can check this by selecting your order from "My orders" section. Keep a look-out for our order delivery updates
Sorry that you are experiencing this. Please click on "Help with my order", select the order that was not delivered and raise a ticket. We will investigate and call you as soon as possible.
You can create a new order with the pin code you would like us to deliver. And we will confirm if that pin code is in our serviceable area list or not. You register with us, we will notify you once our service starts in your pin-code area.
Sorry, we currently do not have a feature available to expedite the order delivery. However, if we offer this feature in the future and if your area pin code is serviceable, you will receive a communication from our end.
Since ALA CARE helps you find the RIGHT substitutes, our qualified doctors personally speak to you to ensure the best substitutes are prescribed to you after understanding your detailed medical profile.
Don't worry, we will call you back soon or call us at 88 00 55 88 36.
The doctors use ALA CARE's 7 star substitution methodology taking into account factors such as quality, efficacy, manufacturer, specialist feedback, patient age, previous health records and price of drug to find the best substitutes for each patient.
We support the following payment options: 1. UPI 2.Credit Card 3. Debit Card 4. Net Banking 5. Digital Wallets(PayTm) 6. Cash on Delivery (COD)
Duration will depend upon at what stage you requested cancellation/refund and mode of payment. Most payments will be refunded within 7 working days.
We don't accept any payments at the time of order placement. Once the bill is prepared after packaging, you shall receive a notification on your app and an SMS. You will need to login to the app and go to pending orders under "My orders" to make the payment.
Online payment transaction confirmations are completely dependent on the issuing bank. Most of the time, online payments will update immediately. However, in cases of delayed payment confirmation, please refresh the App or website after waiting awhile before reaching out to us for assistance.
We understand that there will be genuine reasons when you decide to cancel or return an order. To process a refund, please raise a ticket on the Android / iOS app/ website for any issue within 1 days of delivery. No refunds will be processed beyond 10 days from the date of delivery. In case of missing, damaged or incorrect medicines, the refund will be processed back to your original payment source (amount will be credited to ALA Credit in case of a cash on delivery payment) within 48hrs of raising an issue upon verifying the genuineness of the complaint. A return pickup will be done from our end for the incorrectly delivered medicines. In case a ALA CARE recommended medicine option does not suit you, a refund can be initiated for the same. Refund will be processed back to your original payment source or as requested by customer (amount will be credited to ALA Credit in case of a cash payment) within 48hrs of raising an issue. A return pickup will be done from our end for the remaining medicines. In case an error has been made by the customer while ordering, return request can be generated by raising a ticket on the Android / iOS app/ website for any issue within 10 days of delivery. A return pickup will be done from our end for the medicines to be returned. On receipt, Returned medicines will be verified and a refund will be processed back to the customers ALA Credit account only. Refund will be initiated within 48hrs of ALA CARE receiving the returned medicines.
Please raise a ticket from "Help with my orders" clearly specifying the issue you are facing. Our customer service executive will contact you to process your refund post that. Please note that any refunds can be processed only if the complaint is raised within 10 days from the delivery date.
Yes. If your order qualifies for a return. ALA CARE will send a courier service to pick up the product at your doorstep.
Refunds will be processed on a case by case basis. In the case of - i) Missing, damaged or incorrect medicines refund will be processed within 48hrs of reporting the issue. ii) An error made by the customer while placing the order a refund will be made within 48hrs of receiving the returned products.
Invite your friend and family members by clicking on the refer and earn button. If a new user places their first order using your referral invitation, they will get 50 Rs. or 20% EXTRA OFF whichever is lower. You will get an Rs. 100 in Wallet as ALA Cash; once their order(aboveRs.500) is delivered.
You can go to "menu", "refer and earn" and select all the friends you would like to invite. Share your entire contact list and maximise your chances for getting referral bonus Just copy your referral code and WhatsApp to any of your contact asking them to join the platform.
You will receive Rs. 100 cash for each person who places and receives an order using your referral invitation. You can use the cash in your future orders as per ALA Cash policy and save additional money on your medicine bill or you can request ALA CARE to transfer the cash in your bank account.
You can go to "menu", "refer and earn" and see the ledger of all your referral rewards transactions
We are sorry to hear that. Please note, you will only receive a reward if the referred person uses your invite to place an order and the order is successfully received by the referred person. Incase the above mentioned conditions are met and you are still not able to see your rewards, please raise a ticket and our customer service will reach you shortly.
You receive Rs. 100 Cash for each person who places and receives an order using your referral invitation. You can use the cash in your future orders as per ALA Cash policy and save additional money on your medicine bill or you can request ALA CARE to transfer the cash in your bank account.