Grievance redressal policy

Purpose and legal basis

This Grievance Redressal Policy sets out how patients, practitioners, and other users can raise a complaint about aiyuclinic.com, and how we respond. It is published in accordance with Rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, Rule 5 of the Consumer Protection (E-Commerce) Rules, 2020, and Section 13 of the Digital Personal Data Protection Act, 2023.

Grievance Officer

• Designation: Grievance Officer, aiyuclinic.com (operated by Sah Business Family)
• Phone / WhatsApp: +91 82889 92002 (WhatsApp: +91 82889 92002)
• Email: business@sah.org.in
• Postal address: Ward 14, Village, Mauje Rd, Raxaul, Bihar 845305

What can be reported

Clinical emergencies must be directed to local emergency services or in-person care, not this grievance process — see the note at the end of this policy.

• Booking, scheduling, or payment problems.
• Refund or cancellation disputes.
• Concerns about a practitioner's profile accuracy, verification, or conduct on the Platform.
• Privacy or personal-data concerns.
• Account access or security issues.
• Chat or consultation safety concerns.

How to submit a grievance

Send your booking reference (if applicable), the contact details on your account, a clear description of the issue, relevant dates, and any supporting information to the Grievance Officer using the phone/WhatsApp or email above. Share only the minimum health information necessary to explain your complaint.

Acknowledgment and resolution timelines

We aim to acknowledge a grievance within 48 hours and provide a substantive response within 30 days, depending on the nature and complexity of the matter and applicable law. Where a complaint falls within a category covered by Rule 3(2) of the IT Rules, 2021 (for example, certain content-related complaints), we will acknowledge and resolve it within the shorter statutory timeline that rule requires.

Review and investigation process

To resolve a grievance we may review relevant booking, payment, audit, and communication records, contact the relevant practitioner or service provider, and take proportionate action such as a correction, refund, account restriction, or escalation, where warranted.

Escalation and statutory rights

Raising a grievance with us does not affect your right to approach a consumer disputes redressal commission under the Consumer Protection Act, 2019, the Data Protection Board of India for an unresolved personal-data grievance under the Digital Personal Data Protection Act, 2023, or any other competent authority.

Accessibility and record-keeping

If you need help submitting a grievance, contact us using any of the channels above and we will assist you. We retain grievance records for as long as reasonably needed to resolve the matter and to meet our legal and audit obligations.

Medical emergencies

This process is for service, booking, payment, privacy, and conduct complaints. It is not for medical emergencies. If you are experiencing a medical emergency, contact your nearest emergency service or hospital immediately.