What is Zigy? Is it a licensed pharmacy?
Zigy.com is India’s first Health Exchange, integrated with Zigy Health Vault, a first-of-its-kind patient-controlled electronic health record system. It will use technology to efficiently connect Indian consumers, needing health products and services, with pharmacies, doctors, clinics, hospitals, diagnostic labs, and providers of alternative medicines, wellness products & services, insurance, home-care services and more.
Is Online sale of Medicines legal in India?
There is no express prohibition on selling medicines online in India. Also, our business model has been designed while keeping state specific restrictions in mind and is compliant to the regulatory requirements of the States or the Central Government. And it upholds the intent and spirit of the law wherever the guidelines are open to interpretation.
Why should I buy on Zigy?
If you are looking for a trusted source which can assure availability of medicines that your doctor has prescribed, and which significantly reduces the probability of spurious products in the supply chain, then Zigy can be your perfect choice. And for those who value time, we might be the quickest to deliver your orders in all the cities where we operate, compared to other online retailers or marketplaces in the healthcare space.
Will it be safe to buy Medicines on Zigy?
Zigy is a brand owned by PM Health and Life Care which has been co-founded by a team of business professionals who have cumulative work experience of over 125 years and have proven their mettle not just in India but also in global markets.
We have zero tolerance towards non-compliance and poor quality standards. We have selected sellers based on stringent parameters, they strictly follow the regulatory compliance and the processes set by us, source products from reputed and trusted sources, store them in the optimal conditions and get them delivered to you in the safest fashion, ensuring complete confidentiality. Moreover, our technology platform has been built keeping HIPPA compliance standards in mind. It is one of the highest standards of security.
Can I buy medicines on Zigy without a Doctor’s prescription?
If it is a medicine which can be consumed only if a registered medical practitioner prescribes it, then you won’t be able to buy it on Zigy without presenting the appropriate prescription copy. The regulations don’t allow that. We have built our technology platform is such a way that you won’t be able to submit your order until you upload a scanned copy of the ‘original prescription’. Moreover, you need to agree that you will show the ‘original prescription’ on delivery.
If I have a prescription, can I buy medicines on Zigy?
You will be able to buy only if you have a ‘valid’ prescription. For e.g. If the doctor has prescribed medicines for only 3 months and if you want to purchase those medicines in the fourth month, using the same prescription copy, then it will not be considered as a valid prescription and you will not be able to purchase medicines on the basis of the said prescription.
Can I buy any quantity of medicines on Zigy?
You will be able to order as much as allowed for the prescribed duration, as per the valid prescription.Will you suggest generics?
When it comes to prescription based medicines, our sellers have been instructed to dispense only what’s been prescribed by the Doctor.
Why are Schedule X medicines not available on Zigy?
Schedule X contains a list of medicines which are prone to misuse. We are extremely sorry for any inconvenience caused to you because of our policy.
Certain medicines needs to be kept under certain temperature. How do you ensure that during shipment?
Medicines that require cold storage are shipped in a specially designed package to ensure there is no loss in their efficacy or potency. Moreover, since we have an intra-city delivery model, the consignments don’t stay in transit for more than 4-5 hours, before getting delivered at your doorstep.
Do you enable your partners to sell internationally?
No, our operations are limited to India.
Do you accept any Insurance Plans?
Sorry. We don’t accept any Insurance plans at this juncture.
What are Zigy’s Privacy and Security Policies?
How can I register on Zigy?
You can log-in or sign-up on clicking ‘My Account’. Or you can directly sign-up for Zigy Health Vault Or you will be auto-registered at the time of check-out
Are there any charges for registration?
No, it’s free.
Can I have multiple registrations?
One Zigy account can be linked to only one email ID and a mobile number. We suggest you to do single registration only so that you can track all your transactions easily.
What is ‘My Account’?
‘My Account’ is the tab that enables you to see your order history and also update your personal information. You can also find the comments of our Registered Pharmacist, if in case there are any issues with your active orders and are pending Pharmacist’s approval.
Other functionalities in “My account” section include ‘Change your password’, ‘Track the status of your orders’, ‘Place re-orders’, ‘Edit or cancel orders’.
How do I merge my Zigy.com accounts linked to different email ids?
We do not encourage you to create multiple accounts.
What is a corporate customer?
Corporate customer refers to employees of corporate groups with whom we have a tie-up
What is ‘Zigy Health Vault’?
Zigy Health Vault, a first-of-its-kind patient-controlled electronic health record system. It is a highly secure and completely confidential way of storing all health-related information for patients and family members. It facilitates easy retrieval, upon the patient’s authorization, to enable doctors and other care providers to fully comprehend the case history. This structured flow of information will result in better diagnosis.
How can I register for ‘Zigy Health Vault’?
Your ‘Zigy Health Vault’ is linked to your Zigy account. You don’t have to register for it separately.
How can I upload my reports on ‘Zigy Health Vault’?
You can archive your reports under appropriate categories. The following modes enable you to upload your archives:
For Mobile app user
For Web user
How do I pay for my Orders on Zigy?
You can pay for your orders using Credit Card, Debit card or Net Banking. You can also choose to pay at the time of delivery by either Cash or Card.
I tried paying for my order using my Debit card/Credit card/Net Banking but the order was not successful. What happens to the money deducted?
The amount paid through credit card will not be charged by bank due to pre-authorization facility. The refund for debit card and net- banking amounts will be paid back to customer in 7 to 15 business days.
I ordered prescription medicines and paid using my Debit card/Credit card/Net Banking. However the order was not approved by your pharmacist. What happens to my payment?
An order for prescription drugs may be rejected by our pharmacist due to an unresolved discrepancy between the prescription uploaded and the medicines ordered. In such cases, any amount paid by the customer will be refunded back to the source.
I have made payment for my order using my Debit card/Credit card/Net Banking. Now I want to cancel the order. How and when can I get the refund?
Any refund due will be credited back to the source within 3 -21 days, as per the policies of the various banks and payment methods.
The healthcare device has malfunctioned within the allowed period, and I have requested for a refund. I had made payment in Cash. How and when will I get the refund?
In case of Cash payments, a bank cheque will be couriered to you within 2 working days from the day of our courier partner confirming the pick-up of the items from your place. The cheque will be in the name of the customer placing the order and will be sent to the billing address entered at the time of order submission.
What are the modes of refund available after cancellation?
Any payment refund will be back to the original source of payment. In case of Cash payments, you shall be issued a bank cheque.
Some of the items in the order were damaged in transit. Can I accept items that are in good condition? Also, how do I get the refund for damaged items?
For any item damaged in transit, all other items that were billed together with this item in a single invoice will have to be returned.
The refund for such invoices will be initiated back to the source. For Cash on delivery, our Chemist representative will collect amount only for those invoices that are delivered completely.
Cash / Card on Delivery Option:
The Cash / Card on Delivery option is available only for the following cities:
Bengaluru, Chennai, Delhi-NCR, Hyderabad and Mumbai
How will I receive the Gift Coupons?
It will be our pleasure to offer you Gift Coupons based on the Total Order Value. You will receive details of these coupons in your email inbox, post the delivery of ordered consignment.
How do I use a promo coupon?
You can redeem the coupon in our Care Section, during your next purchase, at the time of Check-out. The redemption value of the coupon can’t not be more than the Total Value of the Care products, in your Order.
What is the validity period of the coupon?
The validity of the Coupons may vary from one another.
Can I pass on the coupon to my friends and relatives?
Yes, you are free to pass on the coupons to your friends and relatives. However, please note that these coupons are for one-time use only.
Below are the terms & conditions for usage of the Zigy Coupons:
By placing the order, You hereby confirm the following:
|Payment Method||Refund Method||Refund Timelines (no. of working days)|
|Net Banking||Net Banking(Credited to Bank Account)||4-5
|Debit Card||Debit Card||7-10|
|Credit Card||Credit Card||7-10|
|Paytm||Wallet/Net Banking/Card Payment
|Reliance JIO Wallet||Reliance JIO Wallet||3-4|
|ICICI Pockets||ICICI Pockets||3-4|
The Zigy Inner Circle is Zigy’s first-ever Referral Program. Every time you get someone to buy for the first time on Zigy, you will get a Rs.100 credit in your Paytm wallet on the successful delivery of their order. The referred person gets an additional 5% discount on their first purchase.
In case a customer opts for auto re-order of medicines from the cure section, only the offers applicable on the day of dispensation of medicines (as per the request made) will apply on such re-order.
This offer is not applicable on special offers
Why do you discourage the change of Pin-code of the Delivery Address, at a later stage of the ordering process?
Since we promise quick delivery, we first check the availability of the products closest to your location. If you change the pin-code after placing the order, we will have to re-do the availability check at the outlet nearest to your new pin-code.
What information do you need from me to process my order as fast as possible?
In case your order consists of prescription based medicines, please ensure you upload a good quality digital copy of the original prescription. And if our Pharmacists highlight certain issues with your order, do try to resolve it as soon as possible, within the specified time limit.
How do I upload the prescription?
If you are ordering from a new prescription, you can use any of the following methods to upload the copy of your original prescription
For Mobile App user
For Web user
And if you have used a prescription to place an order with us in the past, you don’t have to upload it again. Just remember the corresponding Prescription ID that you would have received. Using that Prescription ID you can attach the copy, saved in our system.
Is there any limit on the number of prescriptions that I can upload?
You can upload as many prescriptions as you wish to your “Zigy Health Vault”
Can I order medicine from more than one prescription in a single order?
One order can have medicines only from a single prescription. If you need to order medicines from two or more prescription, you need to create separate orders for each of them.
What if I can’t find the products/medications I am looking for?
There is a chance that you may not find your medicines, despite our best endeavor. You can write to us at email@example.com and we will request our partners to source them at the earliest and make them available at Zigy.
Is it possible to buy more than one medication in a single order at Zigy?
Yes, you can order more than one medication in a single order. However, all prescription based medications (if any) in the order need to be from a single prescription.
Can I order products, from the Care section, along with prescription medicines in a single order?
Yes. But that order will go through the approval process done by our Command Centre, since it includes prescription medicines.
Will I be charged more than the MRP for my prescription drugs?
No. But if your Total Order Value is less than the minimum amount set by us, you will be requested to give us a consent to charge you a fee to do that delivery in a special case.
Also, if you have opted for Premium Delivery, there will be a special fee.
Are there any other hidden charges?
Are all your product prices quoted in Indian Rupees?
Can I order a product that is ‘Out of Stock'?
We are sorry to inform that, you will have to wait till it gets available with our sellers. In case of non-availability of product(s), that you were looking for to buy, please send the details at firstname.lastname@example.org and we will try our best to make it available through our sellers’ network.
Why don’t you confirm the Orders immediately, when I place order for prescription based medicines?
An order carrying one or more prescription drugs has to be verified and validated by the Registered Pharmacists, stationed in our Command Centre. This is an extra level of safeguard we have built in our processes to ensure safety. Only after the Registered Pharmacists in the Command Centre approves and confirms the acceptance of your order, the order will be sent to our retail partner network for the fulfilment.
How will I know, if the Pharmacist, at the Command Centre, has any concerns with my Order?
A SMS or an email will be sent to you stating the same. Subsequently, our Tele-callers will also reach out to you over phone and explains the discrepancy. You will be expected to log in to your “My account” section and make the necessary corrections to your order within a specified time limit.
What happens if I am unreachable and can’t make necessary changes within the specified time limit?
Though, our Tele-callers will attempt to reach out to you twice within a time span of 30 minutes from the time you get an SMS or email, we are sorry to inform that your order will automatically get cancelled if we are unable to connect with you.
How do I know my order has been confirmed?
You will get an email and SMS. In case your order carries prescription medicines, confirmation will be send to the patient also.
How do I check the current status of my orders?
You can go to the “Track Shipment” quick link on our web page. If you are using Zigy App, you can go to ‘My Orders’ section.
Can I place an instruction to automatically receive medicines at pre-specified times?
Yes, you can select the Auto-reorder facility for specific medicines to be delivered to you at a frequency of 15 or 30 days.
Please note that every time the auto-reorder will be treated as a fresh order and will go through the process of verification and validation against relevant prescription. To ensure timely delivery, we will send you alerts in advance.
In case of Auto-reorder, will the medicines be delivered automatically?
No. We will send you a link in advance, to confirm if you want the medicines to be delivered on the due date.
Can I temporarily suspend or pause shipments for a medicine that I have placed on Auto Reorder?
Yes, you can choose to either “Skip” or “Pause” your orders that are on Auto-Reorder. While ‘Skip’ will enable you to suspend the immediate shipment, ‘Pause’ will halt the shipments indefinite until you “Resume” the order.
It is important to remember that all ‘Auto Reorder’ shipments, in case of prescription drugs, will be delivered subject to the validity of the prescription.
Why am I shown an approximate price for items placed on ‘Auto Reorder’?
There is a probability that the price of that particular medicine would have undergone a change on the day of invoicing.
Can I prepay for my all my future shipments under ‘Auto Reorder’?
Currently for Auto-reorders you can choose to pay at the time of delivery either using Cash or Card.
Does Zigy deliver products to any location in India?
Currently, products in the CURE section is made available only in 5 cities: Bangalore, Chennai, Delhi, Hyderabad and Mumbai. However, we aim to expand our network to over 50 cities in next 18 months. The products in the CARE section are made available across all cities in India.
What are the delivery charges?
Delivery charges will vary from time to time.
What is the estimated delivery time?
|Products||Estimated Delivery Timelines|
|In Mum/Del/Bglr/Che/Hyd||In Other Cities|
|Care Products||12-72 Hrs||
|Health Devices||2-5 Days||
Can I choose a preferred time of Delivery?
Absolutely. You can opt for any of the following time bands:
8.00 am -11.00 am
1.00 pm - 4.00 pm
6.00 pm - 9.00 pm
Can I change my delivery address after I have placed my order?
No, you cannot change your delivery address after submitting your order.
How do I know if my order has been shipped?
You will be sent an email and SMS informing that your order has been shipped along with the details of delivery date and slot.
What do I do if I cannot track the order?
Reach out to customer support center at 1800 258 0000 with your order ID and delivery address.
Seller does not/cannot ship to my area. Why?
We are continuously expanding to newer geographies. However, it is possible that our seller partners do not have delivery capabilities to your area.
All products under the category of Health Devices ordered from any place apart from Bengaluru will be delivered within 7-10 days from the date of order. Bengaluru orders will be delivered within 2 – 5 days.
What is the general Return Policy on Zigy?
At Zigy, we encourage you to verify your purchase at the time of delivery, and in case there is a discrepancy, you should alert our Chemist Representative/Delivery Executive immediately.
Still, in the unlikely scenario where you discover a malfunction post purchase, you can reach out to our Customer Care Team at 1800 258 0000 with your order ID, item details and the nature of malfunction.
What should I do if I receive a tampered bag?
In case you receive a tampered bag, you should refuse to accept the delivery and promptly alert our Customer Care Team at 1800 258 0000. We will take immediate action as we have zero tolerance towards such incidents.
What should I do if there is breakage for a prescription drug supplied to me?
For prescription drugs, we would initiate a refund for the item.
What should I do if some items are missing in my order?
You should alert our Chemist Representative/Delivery Executive immediately and record your complaint with Customer Care Team at 1800 258 0000 using your order ID
Is there a category specific policy for returns?
The return policy for Medical devices are restricted to 7 days. You should report any defect or malfunction within such time frame to our Customer Care Team.
If I need to return an item, how do I arrange for a pick-up?
You need to contact our Customer Care Team at 1800 258 0000 to lodge a return request. Our logistics team will arrange to have the item picked up from your address.
For Delhi, Mumbai, Bangalore, Hyderabad and Chennai - Our Chemist representative will schedule a time with you to come and collect the items. You will be requested to handover the item along with the original invoice to him.
For all other cities, you will be required to pack the items in a sealed bag and paste the copy of the invoice on it. Our Customer Care will schedule a date with you for the pick-up.
Is it possible to cancel my order after it has been charged?
Yes, you can cancel an order any time before delivery. We trust that you have genuine reasons when you decide to do that.
When are returns not possible?
All purchases at Zigy once delivered and accepted by the customer will not be returned. The only exception to this rule is:
In the event that there is malfunctioning of delivered medical devices, the request for return has to be initiated within seven (7) days from the date of acceptance of delivery. The malfunctioning of the medical device is the sole reason which may constitute to return the order.
Can I return a part of my Order?
Yes, you can return a part of an order if the items are damaged or are different from what had you ordered. However, in no case shall the invoice be split such that some items are delivered and not others.
I’ve still not received the refund to my bank account. Why?
If your refund does not reach you within 21 days, please write to our CEO at the below addresss email@example.com
I have changed my mind and I would like to retain the product. What do I do?
Please call Customer Care Team at 1800 258 0000
Can I exchange medicines or products?
Sorry, we do not facilitate any kind of exchange.
What is Zigy HealthWallet?
The Zigy HealthWallet is a virtual wallet which comprises of two components: UrMoney and ZigyMoney.
What are the advantages of using the Zigy HealthWallet?
The Zigy HealthWallet is a virtual wallet which comprises of two components: UrMoney and ZigyMoney.
Who can use the Zigy HealthWallet?
This innovative offering is exclusively provided to the employees of the companies who have signed up with Zigy for Zigy HealthWallet. The employees selected for this benefit receive an Activation mailer which contains a unique Zigy HealthWallet Number. Zigy HealthWallet can be used to purchase products for their dependents as well, if their employer accepts the medical expenses of their dependents as part of the company’s medical reimbursement policy.
How can I know if my company has signed up with you for Zigy HealthWallet?
You can write to us at firstname.lastname@example.org using your company email id. Or you can check with your HR department.
How can I know if my name has been selected for Zigy HealthWallet?
You can write to us at email@example.com using your company email id. Please do not forget to mention your Employee ID. Or you can check with your HR department.
How can I activate Zigy HealthWallet if I do not find the Activation mailer?
You can write to us at firstname.lastname@example.org using your company email id. Please do not forget to mention your Employee ID. If your name is part of the list provided by your employer, it will be our pleasure to resend you the activation mail.
Can I use my Personal email id to activate Zigy HealthWallet?
No. The Zigy HealthWallet will always be linked to your company email id. But you can create the login user name with your personal email id on the Activation page.
Where and How UrMoney can be utilized?
You can use UrMoney to pay for Allopathy Prescription & OTC medicines purchased on Zigy.com or through Zigy App.
If you have added Allopathy Prescription & OTC medicines in your cart, at the check-out page enter your HealthWallet details and proceed. UrMoney balance will be automatically debited towards the amount payable for Allopathy Prescription & OTC medicines.
Can I purchase products other than Allopathy Prescription & OTC medicines using UrMoney?
No. At this juncture you can use UrMoney to buy only Allopathy Prescription and OTC medicines.
Where and How ZigyMoney can be utilized?
You can use ZigyMoney to pay for Wellness products, Health devices, Homeopathy and Ayurveda products purchased on Zigy.com or through Zigy App. You can also use it to pay for Allopathy Prescription and OTC medicines, once you have exhausted your UrMoney balance. At the check-out page enter your HealthWallet details and you can choose to redeem your ZigyMoney towards the amount payable.
When does ZigyMoney gets credited?
What will happen to UrMoney and ZigyMoney if the order is fully cancelled or partially fulfilled or returned?
In case of cancellation of order, UrMoney and ZigyMoney debited from your balance for that transaction will be credited back. But the ZigyMoney earned for that transaction will get reversed as well.
Are there any other modes of payment while using the Zigy HealthWallet?
If you are left with insufficient UrMoney and ZigyMoney balance in your HealthWallet, you can pay using other payment options available on Zigy. Eg. Credit card, Debit card, Net banking etc.
Can I avail any other special offers using my Zigy HealthWallet?
Users of Zigy HealthWallet will always enjoy the best deal. Having said that, any exclusive special offer or discount coupons can’t be availed or applied if you purchase using Zigy HealthWallet. However all the product level discounts displayed on the Website / App are applicable with Zigy HealthWallet.
What will happen to UrMoney balance that remains unutilized at the end of the financial year?
At the end of the financial year your unutilized UrMoney component will be paid out to you by your company, if applicable, post deducting the tax.
What happens to my UrMoney if I leave the organization?
The day your resignation gets accepted by your employer, UrMoney balance will become zero.
What happens to my ZigyMoney if I leave the organization?
You can use ZigyMoney till your last day with the organization. Post that ZigyMoney and Zigy HealthWallet will no more be accessible to you.
What if I use ZigyHealthWallet and also buy Medicines from other sources. Will my organization accept other medical bills?
What if I do not want to use ZigyHealthWallet. Will my organization accept other medical bills?
What is the process for medical bill submission (of purchases made on Zigy)?
All the bills that you received from Zigy towards the purchases of Allopathy prescription and OTC medicines can be submitted as per the process put in place by your company.
What can I do if I forget my HPIN?
Please select the “Forgot HPIN” option under ‘My HealthWallet’ tab and follow the steps.
Can I use Zigy HealthWallet on any other Platforms / websites?
We wish. But not at this juncture.