Frequently asked questions

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.

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.

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.

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 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.

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.

Write to grievance@csyte.com with the date, the amount and the payment reference — or contact the hospital. 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.

Cancel from the appointment screen:

• Any time before your appointment starts — you get back everything you paid: the consultation fee, the booking fee and GST. Nothing is withheld.
• Once it has started, or the doctor has already called you in — the app no longer offers cancellation; contact the clinic's front desk, and the decision is theirs.

Before you confirm, the app shows the server's exact quote of what you get back. Refunds reach the original payment method, usually within 5–7 working days.

Booked and paid at the clinic's counter? Cancel at the counter, not in the app. Before your appointment starts, the clinic hands back everything you paid there, the way you paid it — cash as cash, UPI as UPI.

This is about you not attending. If you do not show up and have not cancelled, the clinic can mark it as missed. It shows as "Missed" in your history, and nothing is refunded — the visit is treated as one that went ahead. If you know you cannot attend, cancel in time instead. (If it is the other way round — the clinic cancels on you, or cannot see you when you arrive — see the next question; that one refunds you.)

Confirmed — or fully refunded: if the clinic cancels or cannot see you, exactly what you paid comes back to you. Everything you paid goes back to your original payment method — the consultation fee, our platform fee and the GST on it — and you do not need to ask. It does not matter how much notice the clinic gave: the refund is the same either way. There is no credit, voucher or wallet balance on top of it, and Csyte holds no stored value of any kind. How late a clinic cancels counts against that clinic’s own record with us, not against your refund. This is the honoured-slot guarantee; the full terms are in clause F6.

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 → 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. There is no balance to settle before you go — Csyte holds no wallet or credit of any kind.

Email support@csyte.com, or use live chat on the Support page when signed in. For data-rights requests under the DPDP Act 2023, write to grievance@csyte.com — that is the monitored grievance route.

No. Csyte books appointments; the consultation is between you and the doctor. In an emergency, call 112 or go to the nearest hospital.