Teleconsultation and chat policy

Purpose and scope

This policy explains how video, audio, and in-app booking chat are used for a consultation booked through aiyuclinic.com. It applies to patients and practitioners alongside our Terms and Conditions and, for practitioners, the Doctor Partner Terms.

Consent to teleconsultation

By joining a video or audio consultation, you consent to using the Platform's communication tools for that appointment. The practitioner decides, based on their professional judgment, whether a teleconsultation is clinically appropriate and may recommend an in-person visit, referral, or emergency care instead.

Practitioner obligations under the Telemedicine Practice Guidelines, 2020

Practitioners conducting a teleconsultation through the Platform are independently responsible for complying with the Telemedicine Practice Guidelines, 2020, including identifying themselves, assessing whether a remote consultation is appropriate, maintaining consultation records, and observing restrictions on prescribing medicines remotely. The Platform provides scheduling and communication tools; it does not itself practise medicine or guarantee a practitioner's compliance with these guidelines.

Ayurveda-specific practice framework

Practitioners listed on the Platform are expected to hold a valid, current registration with the applicable State Board of Ayurvedic and Unani Systems of Medicine, or a body recognised by the National Commission for Indian System of Medicine (NCISM) under the Ministry of AYUSH. We verify the registration documents submitted to us; we do not regulate a practitioner's day-to-day clinical practice.

Identity, privacy, and conduct during a consultation

Join a consultation from a private setting using your own account, and keep your device and login secure. Do not record, screenshot, share, or distribute any part of a consultation — audio, video, chat, or documents — without the express consent of the other participant and any consent required by law.

Chat scope and limits

In-app chat is provided for appointment coordination and consultation-related communication while the appointment is active. It does not guarantee an immediate response and must never be used to seek urgent or emergency medical advice.

Technical limitations and no outcome guarantee

The quality of a video or audio consultation depends on your device, software, and network connection, which are outside our control. A dropped call, delay, or other technical interruption does not by itself entitle you to a particular diagnosis, treatment, prescription, or clinical outcome; contact us or the practitioner to reschedule if a consultation cannot be completed.

Emergency and unsuitability redirection

A practitioner may end or decline a teleconsultation and redirect you to in-person or emergency care at any point if they consider remote consultation unsafe or clinically insufficient for your condition.

Data handled during a consultation

We process consultation metadata — such as scheduling, duration, and participant information — to operate the booking and video-link system. We do not record or store the content of your video, audio, or chat session unless we tell you otherwise for a specific feature. See our Privacy Policy for how we handle personal data generally.

Misuse and suspension

We may suspend a user's access to consultation tools where we reasonably believe they have been misused, pose a safety risk, or where suspension is required by law.

Contact us

This policy is published by Sah Business Family, the operator of aiyuclinic.com. For questions about this policy, or to make a request under it, contact us at business@sah.org.in or +91 82889 92002 (also our WhatsApp number), or write to us at Ward 14, Village, Mauje Rd, Raxaul, Bihar 845305.

For a formal complaint, see our Grievance Redressal Policy, which sets out how to submit a grievance and our response timelines.