If we get it wrong

Last updated: 13 August 2026

Pharma Mithra reports what an official register says about a licence or registration at the moment we look. Most of the businesses that appear in those results are not our customers and never asked to be looked up. If something we show about your business is wrong, this page tells you how to have it reviewed, what we can put right ourselves, and what only the issuing authority can.

1. What a result is, and what it is not

A result is the status of a record, with the date and time we read it. It is not a verdict on a business, not a certificate, and not an allegation. A record can be missing or lapsed for reasons that have nothing to do with how a business is run — a renewal in progress, a number recorded differently in the register than on the document, a transfer between premises.

2. What we never report

If we cannot reach a register, we say we could not reach it. We never present that as a business being unlicensed. An unreachable register and an absent record are different findings, and collapsing the first into the second would turn our own outage into an accusation against a business that did nothing wrong. This is the rule the verification side of the product is built around, not an aspiration.

3. What we can correct ourselves

These are ours, and we will fix them:

• The wrong business matched to a number. If a search returned a different establishment than the one the number belongs to, that is a matching error on our side.
• A stale result. If the register has since been updated and we are still showing the earlier state, we will re-read it.
• A misread or misclassified status. If the register says one thing and we displayed another — including showing a status where we should have reported that the source was unavailable.
• A recall, NSQ or spurious-drug entry wrongly attributed to you. These are reproduced from lists published by the competent authority, are batch-specific, and carry the date of the publication they came from. If an entry is not yours, has been superseded, or the matter has since been resolved, we will review it and correct, update or remove it.

4. What we cannot correct

We do not hold the register and we cannot change what it says. If the official record itself is wrong — your licence is current but the register shows it lapsed, or your details are recorded incorrectly — the correction has to be made by the authority that issued it. We will tell you which authority holds the record in question, and once they have corrected it we will re-read the register and update what we show, at no charge and without waiting for the normal refresh.

We also cannot remove an accurate result because it is unwelcome. If the register says a licence has lapsed and it has, we will keep reporting that.

5. How to ask for a correction

Write to grievance@pharmamithra.com. You do not need an account with us. To let us act on it quickly, please include:

• the business name and the licence, GSTIN or registration number concerned;
• what we are showing, and what you say the correct position is;
• the report link or a screenshot, if you have one — a report link identifies the exact result and the time it was read, which is the fastest route to a fix;
• anything from the issuing authority that supports the correct position.

6. What happens then

• We acknowledge your message within 3 working days.
• Where the fault is ours, we correct it and confirm what changed. Where it is not, we tell you what the register says, when we read it, and which authority holds the record.
• We aim to resolve within 15 working days, and we will tell you if something needs longer.
• If you are not satisfied, you can escalate to our Grievance Officer at the same address; see the Privacy Policy.

7. Data about you as an individual

This page is about business and licensing records. If your request concerns personal data — access, correction, erasure or a grievance under the Digital Personal Data Protection Act, 2023 — the Privacy Policy sets out those rights and how to exercise them.

The terms governing use of the service, including the recall and NSQ provisions this process implements, are in the Terms & Conditions.

Our registered entity details. The registered name, address and jurisdiction of the company operating Pharma Mithra are being finalised and will be published on this page. If you need them before then — for your records or a compliance file — email support@pharmamithra.com and we will send them to you.