Frequently asked questions
Short answers to common questions. The Terms & Conditions are the full, binding version — if anything here seems to differ, the terms prevail.
Booking
How do I book an appointment?
Sign in with your phone number, search for a hospital, pick a doctor, choose who the visit is for, pick a time slot, and pay. The slot is held for you while you pay — your appointment exists once our server has verified the payment, and you will see a confirmation screen with a receipt.
Can I book for a family member?
Yes. Add family members to your account during booking — each has their own record with their own details, and you choose who the appointment is for before picking a slot. The clinic sees the patient's details, not yours, on their register.
Why does registration ask for Aadhaar?
The clinic uses it to identify the patient at the desk. It is optional for children under 10. Your Aadhaar number is stored encrypted, and only its last four digits are ever shown — in the app or to staff.
The slot I wanted disappeared while I was choosing.
Slots are live: another patient may take one while you look at it, and it leaves the grid. A slot you have started paying for is held for you until the countdown on the checkout screen runs out.
Payments
How do I pay, and is it safe?
Payments run through Razorpay, a PCI-DSS-compliant payment gateway — UPI, cards, netbanking, wallets and EMI where available. Csyte never sees or stores your card or UPI credentials. The exact amount, including the platform fee and GST on it, is itemised before you pay.
When is my booking actually confirmed?
A hold is not a booking. Your appointment is confirmed only when our server has verified the payment with the gateway — that is the moment you see the confirmation screen. A message from the payment app on your phone is not, by itself, a confirmed booking.
Money left my account but I have no booking. What do I do?
Contact the hospital with the date, the amount and the payment reference. This is handled by people, not automatically: where a payment was taken and no booking exists, our team traces it and raises the refund by hand, and it begins when you tell us. Refunds go back to the original payment method, usually within 5–7 working days.
Cancellations & refunds
How do I cancel, and what is refunded?
Cancel from the appointment screen. What comes back depends on notice before the slot time:
- 12 hours or more — the consultation fee is refunded. The platform fee and the GST on it are retained.
- Between 2 and 12 hours — you can still cancel, but nothing is refunded.
- Less than 2 hours — the app no longer offers cancellation; call the clinic's front desk, and the decision is theirs.
What happens if I miss my appointment?
The clinic can mark it as missed. It shows as "Missed" in your history, and no money moves — nothing is refunded. If you know you cannot attend, cancel in time instead.
Can the queue tell me when to arrive?
On the day, the appointment screen shows the live queue — whether the doctor is running on schedule or late, and an estimated time when it can. Estimates come from how the queue is actually moving, so treat them as guidance, not a promise.
Account & support
How do I delete my account and data?
Account → Delete my account, in the app or on this site — or see the deletion page for the written route if you can no longer sign in. Payments and invoices are retained as tax law requires; your identity details, including Aadhaar, are erased.
How do I reach support?
Email support@csyte.com, or use live chat on the Support page when signed in. Data rights under the DPDP Act 2023 — download, correction, consent withdrawal, deletion — are self-service from your Account page; a dedicated grievance mailbox will be published here once the Grievance Officer is appointed.
Does Csyte give medical advice?
No. Csyte books appointments; the consultation is between you and the doctor. In an emergency, call 112 or go to the nearest hospital.