Complaints & Customer Support Policy

1. Contacting support

Our customer support representatives are reachable at: WhatsApp support on +234 812 533 7599; hello@menorex.health; or by post/in person at Plot 428 Ajose Adeogu Street, De Avalon Plaza, Utako, FCT, Abuja, Nigeria. You can also submit an enquiry through the contact form on our website. Support via WhatsApp is answered by our human support representatives; WhatsApp is a third-party messaging service operated by Meta and is not operated by Menorex.

2. How complaints are handled

When you make a complaint, include your account email and (where relevant) the transaction or appointment reference. We aim to acknowledge complaints within 2 business days and to resolve or give a decision within 10 business days. Where we need more time or more information, we will tell you and keep you updated.

Complaints are reviewed by staff with access to the relevant records. Where a complaint concerns payment or refunds, the decision and any refund are recorded against the original payment record.

3. Escalation

If you are not satisfied with the outcome, you may ask for the complaint to be escalated for senior review by replying to our response. Nothing in this policy limits your statutory rights or your ability to seek redress through other lawful channels.