Grievance Redressal Policy
Swasthy Health Technologies Private Limited
Version 1.1 · Effective 30 September 2026
This policy is published under Rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, Section 13 of the Digital Personal Data Protection Act, 2023, and the Consumer Protection (E-Commerce) Rules, 2020.
If something has gone wrong, we want to hear about it, and we want to fix it.
1. Grievance Officer
- Name
- Ashwin Kumar
- Designation
- Founder & Director
- Company
- Swasthy Health Technologies Private Limited
- grievance@swasthy.ai
- Phone
- +91 90920 44331
- Hours
- Monday to Friday, 10:00 to 18:00 IST, excluding public holidays
Emails are acknowledged within 24 hours, every day of the week. Phone calls are answered during the hours above.
Our postal address is published in Contact & Company Information, together with all our other company details.
The Grievance Officer is a director of Swasthy Health Technologies Private Limited and is resident in India.
2. What you can complain about
Anything. In particular:
- the quality or conduct of a consultation
- a prescription you believe is wrong or unsafe
- a refund that has not arrived, or a refund we refused
- how we have handled your personal or health data
- a request to access, correct or erase your data that we have not honoured
- a request to switch off AI improvement, or to withdraw another consent, that we have not honoured
- a data breach affecting you
- content on the Platform that is unlawful or infringes your rights
- the behaviour of a doctor, or of a patient, or of our staff
- a technical fault
- payouts, fees or tax deduction, if you are a doctor on the Platform
3. How to raise a grievance
By email. grievance@swasthy.ai, with your registered mobile number and, if it is about a consultation, the consultation date.
By post. Address it to the Grievance Officer, Swasthy Health Technologies Private Limited, at our registered office. The address is in Contact & Company Information.
By phone. +91 90920 44331, during the hours above.
Please tell us:
- your registered mobile number
- the consultation date, if the complaint concerns a consultation
- what happened, in your own words
- what you would like us to do about it
- any screenshot or document that helps
You may write in English, Hindi, or any language in which we offer consultations. We will reply in the language you used, wherever we can.
4. What we promise
- Acknowledgement
- Within 24 hours of receipt
- Resolution, with reasons in writing
- Within 15 days of receipt
- Complaints about content that shows you nude, partly nude or in a sexual act, or that impersonates you, including altered images
- Within 24 hours
- Complaints about other unlawful content, or content infringing your privacy or dignity
- Within 72 hours
- Complaints about a clinical safety matter or an ongoing patient-safety risk
- Escalated the same day
- Requests under the DPDP Act to access, correct, complete, update or erase data, to withdraw a consent, or to nominate someone to act for you
- Acknowledged and acted on within 30 days. A request to delete your account made in the app deactivates the account at once; permanent erasure completes 60 days after the request (see the Privacy Policy, Section 9)
If a complaint needs an investigation that cannot be completed within 15 days, for example an independent clinical review, we will tell you before day 15, explain why, and give you a date. We will not let a complaint go silent.
We do not charge for raising a grievance.
5. How we handle a clinical complaint
A complaint about clinical care is handled differently from a service complaint.
- It is assigned to our medical review process, not to general support.
- The full consultation record is reviewed by a qualified reviewer: your intake, the AI draft, the doctor's changes, and the signed prescription.
- The doctor concerned is asked for their account.
- We tell you what we found and what we are doing.
- Where we find that care fell below standard, we take action, which may include refund, retraining, removal from the Platform, and reporting to the relevant State Medical Council or the National Medical Commission.
If at any point during a complaint we identify a risk to your immediate health, we will contact you directly and advise you to seek care.
6. Where to escalate if we fail you
You are never required to exhaust our process before exercising a statutory right.
On data protection Data Protection Board of India, established under the Digital Personal Data Protection Act, 2023.
On a doctor's professional conduct The State Medical Council with which the doctor is registered, or the Ethics and Medical Registration Board of the National Medical Commission. The doctor's registration number is shown on your prescription.
As a consumer The District, State or National Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019, or the National Consumer Helpline on 1915 or at consumerhelpline.gov.in.
On cyber matters The National Cyber Crime Reporting Portal at cybercrime.gov.in, or 1930.
On payments Our payment gateway's grievance channel, or the Reserve Bank of India's Ombudsman Scheme for Digital Transactions.
7. Complaints about a user or a doctor
If you are a doctor complaining about a patient's conduct, or a patient complaining about a doctor's, use the same channels. We treat abuse, harassment and threats seriously, will investigate, and will remove people from the Platform where the complaint is made out.
Nothing in this policy prevents you from reporting a criminal matter to the police.
8. Records and reporting
We keep every grievance we receive and our reply to it, so that we can see how long each one took to resolve. We publish a periodic compliance report where the IT Rules, 2021 require us to.
9. Anonymous and third-party complaints
We accept anonymous reports of patient-safety risks and will investigate them, though we may not be able to give you an outcome if we cannot contact you.
A person may complain on your behalf with your authorisation. For data-protection rights, that person must be your nominee under Section 14 of the DPDP Act, or your lawful guardian.
10. Changes
We may amend this policy. The current version is always available in the Swasthy app under Profile, All Legal Documents, and in the Swasthy Doctor app under Settings, All legal documents. Our Grievance Officer's contact details are also published on our website at swasthy.ai/company.
Swasthy Health Technologies Private Limited · registered office and CIN in Contact & Company Information
Questions about this document? Email privacy@swasthy.ai, or raise a grievance at grievance@swasthy.ai.