How DOCTRAVIA receives, handles and resolves complaints
Effective date: 10 August 2026. Operator: DOCTRAVIA FOR ECOMMERCE W.L.L., CR No. 194877-1, Kingdom of Bahrain.
1.1 This Policy explains how DOCTRAVIA FOR ECOMMERCE W.L.L. (CR No. 194877-1, Kingdom of Bahrain) handles complaints from customers, beneficiaries and partner institutions in a fair, transparent and timely way. It applies to every complaint about our websites, our sales and our settlement with partners.
2.1 You can complain free of charge: by email to compliance@doctravia.com, through the complaint form on the website, or by post to DOCTRAVIA FOR ECOMMERCE W.L.L., Bldg. 1418, Rd. 1030, Block 1010, Al Hamalah, Kingdom of Bahrain.
2.2 Please state: your name and contact details, the order number (if any), what happened, and the outcome you seek. This helps us resolve the matter faster.
3.1 We acknowledge every written complaint within [5] business days of receipt.
3.2 We investigate and send a substantive written response within [4] weeks of receipt, explaining our position and the proposed resolution.
3.3 If the matter is complex and we need more time, we will tell you why and give a new deadline, which will not exceed [8] weeks from receipt.
3.4 Where a complaint is justified, we put things right: we correct the error, make the refund due under the Terms of Sale, and explain what we changed to prevent repetition.
4.1 If you are not satisfied with our final response, you may apply to the Consumer Protection Directorate of the Ministry of Industry and Commerce of the Kingdom of Bahrain.
4.2 Nothing in this Policy limits your right to raise a payment dispute with your card issuer or to apply to a competent court.
5.1 We keep records of complaints and their resolution for [5] years.
5.2 The officer responsible for complaints handling is [name / role], compliance@doctravia.com. This Policy is reviewed at least once a year.