Technology Partnership – Service Level Agreement

1. PURPOSE AND STATUS

This Service Level Agreement (“SLA”) sets out the service, operational, security, support and continuity commitments of PHARMAISH Private Limited (“Pharmaish”) in connection with its technology-platform relationship and payment-infrastructure integration with Razorpay.

This SLA is intended to support the Technology Partnership and related verification/onboarding requirements communicated by Razorpay. It becomes contractually binding between Pharmaish and Razorpay only to the extent accepted by Razorpay and incorporated into the applicable definitive agreement or onboarding arrangement. In the event of any inconsistency, the definitive agreement, Razorpay product terms, applicable regulatory requirements and mandatory directions of competent authorities will prevail.

2. PARTIES

This SLA is issued by PHARMAISH Private Limited, Pune, Maharashtra, India (“Pharmaish” or “Platform”). The intended technology/payment-infrastructure counterparty is Razorpay, or the Razorpay legal entity designated in the applicable definitive agreement (“Razorpay”).

Nothing in this public document is intended to create a contractual obligation on Razorpay unless expressly accepted by Razorpay in writing.

3. PHARMAISH PLATFORM AND BUSINESS MODEL

Pharmaish operates as a technology platform/facilitator connecting customers with participating licensed retail pharmacies.

Pharmaish does not itself undertake the sale, purchase, stocking, storage, invoicing, handling or delivery of medicines. The participating licensed retail pharmacy remains responsible for the underlying sale, billing, packing, delivery/fulfilment and its applicable legal and professional obligations.

The platform facilitates technology-enabled prescription/request submission, routing and communication between customers and participating pharmacies.

4. PAYMENT AND SETTLEMENT ARCHITECTURE

The payment and settlement architecture is subject to the configuration and approvals provided by Razorpay.

A participating retail pharmacy separately completes Pharmaish's onboarding/activation process, including payment of the applicable onboarding/activation fee to Pharmaish.

For subsequent customer transactions, the customer uses the designated payment flow made available for the Pharmaish platform. Where Razorpay Route is approved and enabled, Route may be used to facilitate applicable transfers/settlements to participating licensed pharmacies through Linked Accounts and the applicable Pharmaish technology/platform fee mechanism.

Pharmaish does not represent this SLA as creating an in-app digital purchase of medicines. The mobile application is a technology/facilitation platform for prescription/request submission and customer-pharmacy connectivity. The applicable payment processing and settlement flow is governed by the approved Razorpay configuration and applicable terms.

Razorpay Route eligibility, payer-payee transparency, Linked Account onboarding, KYC, settlement and regulatory requirements remain subject to Razorpay's approval and applicable law.

5. SCOPE OF PHARMAISH TECHNOLOGY SERVICES

Pharmaish will use commercially reasonable efforts to:

• maintain the production technology platform supporting the approved Razorpay integration;

• maintain relevant APIs, authentication, webhook handling and transaction-status synchronisation;

• transmit accurate information required for the approved payment/settlement integration;

• maintain reasonable monitoring, logging and reconciliation processes;

• restrict production credentials and privileged access to authorised personnel;

• cooperate with Razorpay on technical, compliance, reconciliation and incident investigations; and

• maintain reasonable backup and recovery measures appropriate to the platform's operational scale.

6. SERVICE AVAILABILITY

Pharmaish will use commercially reasonable efforts to maintain availability of its production platform components that are within Pharmaish's reasonable operational control and material to the Razorpay integration.

As a proposed service-level target, Pharmaish intends to maintain 99.5% monthly availability for such Pharmaish-controlled production components, subject to the exclusions in this SLA. This target does not constitute a guarantee of payment success, settlement success or availability of any third-party service.

Availability calculations, measurement methodology and any final service-level target will be subject to the definitive agreement or service-level requirements accepted by Razorpay.

7. SERVICE LEVEL EXCLUSIONS

Pharmaish's service-level commitments do not apply to:

• Razorpay platform, API, Checkout or Route downtime or degradation;

• bank, UPI, card-network, NPCI or other payment-network outages or failures;

• failures or delays caused by participating pharmacies, Linked Accounts, customers, customer devices, internet/telecom providers or other third parties;

• app-store or operating-system outages or restrictions;

• scheduled maintenance communicated where reasonably practicable;

• emergency maintenance required for security, stability or data integrity;

• force majeure events, government actions or widespread infrastructure failures;

• inaccurate, incomplete or delayed information supplied by customers, pharmacies or other third parties; or

• third-party security incidents outside Pharmaish's reasonable control, subject to Pharmaish's incident-response obligations.

8. INCIDENT MANAGEMENT AND SUPPORT

Pharmaish will maintain an internal incident-management process for material issues affecting its technology services.

Proposed acknowledgement targets are:

• P1 – Critical: within 30 minutes;

• P2 – High: within 2 hours;

• P3 – Medium: within 1 business day; and

• P4 – Low: within 2 business days.

These are proposed operational targets and may be replaced by the response, resolution and escalation requirements specified by Razorpay in the definitive Technology Partnership documentation.

Where a material incident affects the Razorpay integration, Pharmaish will provide reasonable updates through the agreed escalation channel until the incident is stabilised or handed to the appropriate third party.

9. SECURITY AND CREDENTIAL MANAGEMENT

Pharmaish will maintain reasonable technical and organisational measures appropriate to protect the systems supporting the Razorpay integration.

Production API keys, secrets and privileged credentials will be restricted to authorised personnel on a need-to-know basis. Pharmaish will not intentionally publish production credentials in public repositories, client-side application code or public documentation.

Material security incidents affecting the Razorpay integration will be escalated to Razorpay through the designated channel as soon as reasonably practicable after confirmation of material impact.

10. DATA PROTECTION AND CONFIDENTIALITY

Each party will handle information received from the other party in accordance with applicable law and the confidentiality, privacy and security obligations contained in the definitive agreements between the parties.

This SLA does not replace Pharmaish's Privacy Policy, applicable data-protection notices, or any separate confidentiality/data-processing agreement entered into with Razorpay.

Pharmaish will use information received from Razorpay only for legitimate business, technical, compliance, support, reconciliation and integration purposes.

11. BUSINESS CONTINUITY AND DISASTER RECOVERY

Pharmaish will maintain reasonable backup, recovery and business-continuity measures appropriate to the production platform and its current operational scale.

In the event of a material disruption within Pharmaish's reasonable control, Pharmaish will prioritise restoration of services material to the Razorpay integration and communicate material impact through the agreed escalation channel.

12. RAZORPAY ROUTE AND LINKED ACCOUNTS

Where Route is enabled, the use of Linked Accounts, transfers, reversals, refunds, settlements and platform-fee mechanisms will remain subject to Razorpay's approved configuration, KYC requirements, product terms and applicable regulatory requirements.

Razorpay's current Route documentation states that Route is designed for splitting payments among third parties, sellers or bank accounts and for one-to-many marketplace/platform models. Route also requires applicable Linked Account and payer-payee transparency requirements to be satisfied. Pharmaish will provide the written use-case confirmation and supporting information reasonably requested by Razorpay.

Nothing in this SLA waives or overrides any Route eligibility, financial, KYC, regulatory or payer-payee transparency requirement.

13. PARTICIPATING PHARMACY RESPONSIBILITIES

Participating retail pharmacies are independent third parties. They are responsible for their own licences/authorisations, medicine sale, billing, packing, delivery/fulfilment, customer-facing obligations and compliance applicable to their business.

This SLA does not constitute an SLA between Pharmaish and any participating pharmacy and does not transfer the pharmacy's responsibilities to Pharmaish or Razorpay.

14. FEES AND COMMERCIAL TERMS

This SLA does not establish or change any payment-gateway fee, Route fee, transfer fee, settlement fee, tax, platform fee or other commercial charge.

All Razorpay fees and charges will be governed by the applicable Razorpay commercial agreement, pricing plan, product terms or other written commercial arrangement accepted by Pharmaish.

No additional fee, service credit, financial penalty or monetary remedy will be deemed to arise solely from this SLA unless expressly agreed in writing by the parties.

15. LIABILITY AND THIRD-PARTY DEPENDENCIES

Each party remains responsible for its own acts and omissions under the applicable definitive agreements.

Pharmaish is not responsible for payment, settlement, banking, pharmacy, customer-device, network or other third-party failures that are outside Pharmaish's reasonable operational control.

Any liability caps, indemnities, exclusions, service credits, remedies or financial obligations will be governed exclusively by the definitive agreements between the relevant parties and will not be created by implication from this SLA.

16. TERM, REVIEW AND AMENDMENT

This SLA is effective from the date specified in the definitive Technology Partnership arrangement or, if expressly accepted by Razorpay, from the date of such acceptance.

Service levels may be reviewed periodically and amended by written agreement or as required by applicable law, regulatory requirements or the definitive Technology Partnership documentation.

17. TERMINATION AND ORDERLY TRANSITION

Termination or suspension of the Technology Partnership will be governed by the applicable definitive agreement and Razorpay's product terms.

Following termination, Pharmaish will reasonably cooperate on transaction reconciliation and orderly cessation of the approved integration, subject to legal, regulatory, security and data-retention requirements.

18. PUBLICATION AND USE OF THIS DOCUMENT

This SLA is published at https://pharmaish.com/technology-partnership-sla.html to provide transparency and to facilitate verification by Razorpay and other relevant stakeholders.

Publication of this document does not represent that Razorpay has accepted every provision herein, does not create a contractual obligation on Razorpay by itself, and does not amend any separate agreement between Pharmaish and Razorpay.

The document should not be interpreted as a customer-facing guarantee of payment availability or medicine supply/fulfilment. Medicine sale and fulfilment remain the responsibility of participating licensed retail pharmacies.

19. GOVERNING LAW AND DISPUTE RESOLUTION

The governing law and dispute-resolution mechanism applicable to the Technology Partnership will be as specified in the definitive agreement between Pharmaish and Razorpay. This public SLA does not independently establish a separate dispute-resolution forum where a definitive agreement already governs the relationship.

20. CONTACT AND ESCALATION

For Technology Partnership/SLA-related communication, Razorpay may use the official contact and escalation channels agreed during onboarding. Pharmaish will maintain appropriate internal ownership for technical, operational and compliance escalations relating to the Razorpay integration.

21. VERSION CONTROL

Document: Technology Partnership – Service Level Agreement

Entity: PHARMAISH Private Limited

Version: 1.0

Date: 19 August 2026

Public URL: https://pharmaish.com/technology-partnership-sla.html

Status: Published for Technology Partnership verification and subject to the definitive agreement/acceptance of Razorpay.