Retailer Onboarding Policy

PHARMAISH Private Limited

← Back to Home

Contents

PHARMAISH Retailer Onboarding Policy

This policy defines the eligibility criteria, onboarding requirements, operational responsibilities and compliance obligations for licensed retail pharmacies joining the PHARMAISH Platform.

Effective Date

27 May 2026

Last Updated

18 July 2026

Version

1.1

Applicable To

Licensed Retail Pharmacies
Important Notice

PHARMAISH is a healthcare technology platform that facilitates connections between customers and independently licensed retail pharmacies. PHARMAISH does not manufacture, stock, prescribe, dispense, transport or deliver medicines. All professional, legal and regulatory responsibilities relating to medicines remain with the licensed retailer and registered pharmacist.

1. Purpose

The purpose of this Retailer Onboarding Policy is to establish a transparent, standardized, and compliant framework for onboarding licensed retail pharmacies onto the PHARMAISH Platform.

This policy ensures that every participating retailer satisfies applicable legal, regulatory, operational, and service quality requirements before becoming available to customers through the Platform.

By maintaining consistent onboarding standards, PHARMAISH aims to promote responsible healthcare access, enhance customer trust, support licensed pharmacy businesses, and maintain operational excellence across its network.

2. Scope

This policy applies to every pharmacy, pharmacist, proprietor, authorized representative, franchise partner, and organization seeking registration as a Retail Partner on the PHARMAISH Platform.

The policy governs the complete retailer lifecycle including:

  • Eligibility assessment
  • Document verification
  • Platform onboarding
  • Operational activation
  • Order processing standards
  • Prescription verification requirements
  • Compliance monitoring
  • Performance evaluation
  • Suspension or deactivation where necessary

Retailers are expected to comply with this policy throughout the duration of their association with PHARMAISH.

3. Eligibility Requirements

Only licensed retail pharmacies meeting PHARMAISH's onboarding standards may join the Platform.

Requirement Status
Valid Retail Drug License Mandatory
Registered Pharmacist available during operating hours Mandatory
GST Registration (where applicable) Mandatory
PAN Card Mandatory
Bank Account in Business/Owner Name Mandatory
Physical Retail Pharmacy Mandatory
Own Delivery Capability or Approved Delivery Arrangement Mandatory
Smartphone / Internet Access Mandatory
Eligibility Note Only pharmacies legally permitted to dispense medicines under applicable Indian laws and regulations are eligible for onboarding.

4. Documents Required

Retailers shall provide complete, accurate and valid documentation during onboarding.

Document Requirement
Retail Drug License Mandatory
GST Certificate (if applicable) Mandatory
PAN Card Mandatory
Aadhaar Card of Proprietor/Partner Mandatory
Cancelled Cheque / Bank Proof Mandatory
Shop Photograph Mandatory
Store Front Photograph Mandatory
Pharmacist Registration Certificate Mandatory
Business Address Proof Mandatory

PHARMAISH may request additional documents whenever required for regulatory, compliance, verification or operational purposes.

5. Verification Process

Every retailer undergoes a structured verification process before activation.

  1. Retailer Registration Submission
  2. Document Collection
  3. Identity Verification
  4. Drug License Verification
  5. Business Verification
  6. Store Inspection (where applicable)
  7. Bank Verification
  8. Compliance Review
  9. Approval by PHARMAISH Operations Team
  10. Platform Activation
Verification Timeline Verification timelines may vary depending on document completeness, regulatory validation requirements, and operational review.

6. Approval & Rejection

Retailer applications are evaluated solely on compliance, authenticity, operational readiness and service capability.

Approval may be granted if:

  • All mandatory documents are verified.
  • Licenses are valid.
  • Compliance requirements are fulfilled.
  • Operational standards are satisfied.
  • Business verification is successful.

Applications may be rejected if:

  • False or misleading information is submitted.
  • Documents are invalid or expired.
  • Required licences are unavailable.
  • Regulatory concerns are identified.
  • Operational standards are not met.

PHARMAISH reserves the right to approve, reject, suspend or revoke onboarding where necessary to maintain platform integrity and regulatory compliance.

7. Platform Activation

Following successful verification and approval, the retailer account will be activated on the PHARMAISH Platform.

Activation generally includes:

  • Retailer profile creation.
  • Store mapping.
  • Operational training.
  • Dashboard access.
  • Support channel activation.
  • Go-Live confirmation.

Retailers are responsible for maintaining accurate store information, operating hours, inventory availability, contact details, and compliance documentation throughout their association with PHARMAISH.

8. Commercial Terms

Commercial arrangements applicable to retailers are communicated separately at the time of onboarding and form part of the Retailer Agreement executed between the retailer and PHARMAISH.

Component Description
Onboarding Charges As agreed during retailer onboarding.
Platform Usage Fee Applicable as per executed commercial agreement.
Settlement Processed electronically through approved payment partners.
Refunds Processed after approval in accordance with applicable policies and payment gateway procedures.
Commercial Disclaimer All commercial terms are governed by the executed Retailer Agreement. PHARMAISH reserves the right to revise pricing, operational charges, incentive programs, and commercial models with prior notice, subject to applicable agreements and law.

Retailer Guide

This guide outlines the day-to-day operational responsibilities, order processing workflow, compliance standards, service expectations and best practices for Retail Partners using the PHARMAISH Platform.

9. Retailer Responsibilities

Every Retail Partner onboarded onto the PHARMAISH Platform is expected to maintain the highest standards of professional ethics, regulatory compliance, customer service, and operational excellence.

Retailers shall remain solely responsible for all pharmaceutical activities undertaken through their licensed premises.

  • Maintain valid statutory licences and registrations at all times.
  • Ensure the availability of a registered pharmacist during business operations wherever required by applicable law.
  • Accept, reject or process orders only after appropriate review.
  • Dispense medicines strictly in accordance with applicable laws and valid prescriptions.
  • Maintain accurate pricing, inventory and business information on the Platform.
  • Package medicines securely to preserve product quality and integrity.
  • Ensure timely order preparation and handover for delivery.
  • Maintain courteous and professional communication with customers.
  • Protect customer data and maintain confidentiality.
  • Promptly report any operational, regulatory or safety concerns to PHARMAISH.
Important Responsibility PHARMAISH functions solely as a technology platform facilitating order transmission. The licensed Retail Partner remains solely responsible for medicine dispensing, regulatory compliance, professional judgement, patient counselling (where applicable), invoicing and order fulfilment.

10. Order Processing Workflow

Retailers are expected to follow the standard workflow below for every order received through the PHARMAISH Platform.

Step Activity
1 Customer uploads prescription or medicine request.
2 PHARMAISH securely forwards the request to the appropriate Retail Partner.
3 Retailer reviews the request and verifies medicine availability.
4 Prescription is reviewed wherever legally required.
5 Retailer accepts or declines the request.
6 Retailer prepares the order and generates the invoice.
7 Order is packed securely.
8 Delivery is arranged by the Retail Partner.
9 Order is delivered to the customer.
10 Retailer provides post-order support where applicable.

Retailer Standard Operating Procedures (SOP)

These Standard Operating Procedures define the operational processes to be followed by Retail Partners for prescription verification, packing, dispatch, delivery, returns and customer service.

11. Prescription Verification SOP

Retailers must verify every prescription medicine order in accordance with applicable legal and professional standards before dispensing medicines.

  • Verify prescription validity wherever legally required.
  • Check prescription completeness and readability.
  • Confirm medicine availability.
  • Review dosage strength and quantity.
  • Identify duplicate or suspicious prescriptions where reasonably apparent.
  • Reject orders where legal requirements are not satisfied.
  • Maintain appropriate prescription records as required under applicable law.
Professional Responsibility Prescription review and medicine dispensing decisions are the sole responsibility of the licensed Retail Partner and the registered pharmacist. PHARMAISH neither prescribes medicines nor participates in clinical decision-making.

12. Packing & Dispatch Guidelines

Retailers shall ensure that every order is packed securely to protect medicine quality during transportation.

  • Use clean and tamper-evident packaging wherever feasible.
  • Ensure medicines are protected from moisture, sunlight and contamination.
  • Include the retailer invoice with every order.
  • Verify medicine quantity before sealing the package.
  • Do not dispatch expired, damaged or improperly stored medicines.
  • Handle temperature-sensitive medicines in accordance with manufacturer requirements.

13. Delivery Guidelines

The Retail Partner is responsible for arranging delivery of accepted orders through its own delivery personnel or an authorised delivery arrangement.

  • Deliver to the customer address provided during checkout.
  • Verify customer identity where necessary.
  • Maintain professionalism during delivery.
  • Handle medicines carefully during transportation.
  • Immediately report failed delivery attempts.
  • Maintain delivery records wherever applicable.
Platform Clarification PHARMAISH does not directly transport or deliver medicines unless specifically notified as part of a future authorised logistics service. Delivery responsibility remains with the Retail Partner.

14. Returns & Refund Policy

Medicines are generally non-returnable and non-exchangeable except where permitted under applicable law or where the Retail Partner determines that a return is appropriate.

Return requests may be considered for:

  • Incorrect medicine supplied.
  • Damaged medicines.
  • Expired medicines.
  • Incorrect quantity supplied.
  • Other exceptional circumstances approved by the Retail Partner.

Return Request Process

  1. Customer contacts PHARMAISH Support through the official WhatsApp Business number or other approved support channels.
  2. Customer provides the Order ID, reason for the request and supporting photographs where applicable.
  3. PHARMAISH forwards the request to the concerned Retail Partner for review.
  4. The Retail Partner evaluates the request in accordance with applicable laws and its internal policies.
  5. If approved, the refund is initiated through the original payment method using Razorpay or another authorised payment partner.
Refund Processing Refund approval remains the responsibility of the Retail Partner. Once approved, refunds are processed through the original payment method. Settlement timelines depend on the customer's bank and payment provider.

15. Compliance Requirements

Retail Partners must comply with all applicable laws, regulations, professional standards and government directives governing pharmaceutical practice and retail pharmacy operations.

  • Maintain valid licences at all times.
  • Follow applicable Drugs & Cosmetics regulations.
  • Maintain proper medicine storage conditions.
  • Maintain records as required under applicable law.
  • Cooperate during audits and verification.
  • Immediately report suspected fraud or regulatory violations.

16. Data Protection & Confidentiality

Retailers receiving customer information through the PHARMAISH Platform shall process such information solely for the purpose of fulfilling legitimate orders and complying with applicable legal obligations.

  • Protect customer personal information.
  • Maintain confidentiality of prescriptions and health-related information.
  • Prevent unauthorised access to customer records.
  • Use information only for order fulfilment and legally permitted purposes.
  • Comply with the Digital Personal Data Protection Act, 2023 and other applicable laws.
  • Immediately notify PHARMAISH of any suspected data breach affecting Platform users.
Confidentiality Obligation Retailers shall implement appropriate administrative, technical and organisational safeguards to protect customer information and shall not disclose such information except where authorised by the customer or required by applicable law.

17. Service Level Expectations (SLA)

To provide customers with a reliable healthcare experience, Retail Partners are expected to maintain high operational standards and continuously improve service quality.

Performance Area Expectation
Order Acceptance Respond to incoming orders as promptly as reasonably possible during operating hours.
Prescription Verification Review prescriptions before dispensing prescription medicines wherever legally required.
Inventory Accuracy Maintain accurate stock availability and pricing information.
Customer Support Assist customers regarding retailer-related order issues.
Packaging Quality Ensure secure and appropriate packing of medicines.
Regulatory Compliance Maintain continuous compliance with applicable laws and licence requirements.
Continuous Improvement PHARMAISH may periodically review retailer performance, customer feedback, operational quality, compliance history and service standards to improve the overall customer experience.

18. Suspension & Deactivation

PHARMAISH may temporarily suspend or permanently deactivate a Retail Partner account where necessary to protect customers, maintain regulatory compliance or preserve platform integrity.

Reasons may include, but are not limited to:

  • Submission of false or misleading information.
  • Expiry, suspension or cancellation of mandatory licences.
  • Repeated customer complaints or service failures.
  • Violation of applicable laws or regulatory requirements.
  • Fraudulent, unethical or illegal activities.
  • Breach of the Retailer Agreement or Platform policies.
  • Failure to maintain minimum operational standards.
  • Data privacy or security violations.

Where appropriate, PHARMAISH may provide the Retail Partner an opportunity to respond or rectify identified issues before taking permanent action.

Retailer Agreement

Successful onboarding requires execution of the applicable Retailer Agreement between PHARMAISH and the Retail Partner.

The executed agreement governs commercial arrangements, payment terms, operational obligations, confidentiality, intellectual property, dispute resolution and other contractual matters.

In the event of any inconsistency between this Policy and the executed Retailer Agreement, the Retailer Agreement shall prevail to the extent of such inconsistency, unless otherwise required by applicable law.

20. Policy Updates

PHARMAISH may revise this Retailer Onboarding Policy from time to time to reflect changes in applicable laws, regulatory requirements, operational processes, technology, security standards or business practices.

The latest version published on the official PHARMAISH website shall supersede previous versions and shall become effective from the date specified therein.

21. Contact & Support

For onboarding assistance, operational support or compliance-related queries, Retail Partners may contact PHARMAISH using the details below.

Department Contact
Retailer Onboarding support@pharmaish.com
Grievance grievance@pharmaish.com
Customer Care customer.care@pharmaish.com
Website https://www.pharmaish.com

22. Final Declaration

By registering on the PHARMAISH Platform, the Retail Partner acknowledges that it has read, understood and agreed to comply with this Retailer Onboarding Policy, the Retailer Agreement, the Privacy Policy, the Terms & Conditions and all other applicable Platform policies.

The Retail Partner further confirms that all information and documents submitted during onboarding are complete, accurate and authentic, and agrees to promptly notify PHARMAISH of any material changes affecting its eligibility or compliance status.

Declaration Nothing contained in this Policy shall be interpreted as creating an employer–employee relationship, partnership, agency, franchise or joint venture between PHARMAISH and any Retail Partner. Retail Partners operate as independent licensed businesses and remain solely responsible for compliance with applicable laws and professional obligations.