Terms & Conditions

A1. Signing In With Your Phone Number

You sign in by entering your mobile number with its country code and typing the six-digit code we send by SMS. There is no password to set or remember. Your verified mobile number is your Csyte account — anyone who can receive its SMS can sign in as you and see your health information, your bookings, and the details of every family member on your patient list.

So keep the number current and keep the SIM with you. If you give up the number, port it away, or lose the SIM, sign out first and tell us at [GRIEVANCE_EMAIL]. Indian operators recycle disconnected numbers, and a stranger later issued your old number would pass the same check you do.

The app cannot move an account from one number to another, and neither can we today: "Change number" on the sign-in screen only restarts sign-in and transfers nothing, and there is no record-migration process behind it. If you must change number, write to [GRIEVANCE_EMAIL] before you give up the old one and we will tell you what is actually possible; do not assume your history will follow you to a new number.

A2. These Terms, Their Version, and Withdrawing Consent

You accept these terms before you register a patient or pay. Your acceptance is stored against your account as a version identifier together with the date and time you accepted, and both that grant and any later withdrawal are written to an audit record. We refuse to record acceptance of a version we never published or one we have superseded, because a consent record naming an unknown document looks like evidence and is not.

If we make a substantive change — to money, cancellation, your data, or your rights — we publish a new version and require it to be accepted before you can carry on. In practice that means updating the app: an out-of-date app is told, in its error, which version is current.

Consent is not a formality here. Without a current acceptance on your account, our servers refuse to register you, refuse to add a family member, and refuse to start a payment. Browsing doctors and hospitals is not gated in the same way.

The DPDP Act 2023 gives you the right to withdraw consent, and withdrawing must be as easy as giving it. Account → Withdraw consent does exactly that in one tap, in the app and on the website. It clears both the timestamp and the version from your account and takes you to the terms screen, where you can accept again whenever you choose. Csyte cannot book or bill without that consent, so withdrawing pauses your practical use of the app until you re-accept.

Withdrawal is not deletion — erasure is a separate right with its own control: Account → Delete my account, in the app and on the website. Erasure is refused while you still have a confirmed upcoming appointment — cancel or attend it first, so that a clinic is not left holding a booking for a person whose record has gone. If your account is erased and you later sign in on the same number, your account is treated as new and we ask for consent afresh.

A3. Firebase and the SMS Itself

Csyte uses Google's Firebase Authentication to verify your number. Firebase is a processor we have engaged under the DPDP Act: your number, plus signals about the app copy and device asking for the code, go to Google for that purpose. What comes back to us is the verified account identifier and your phone number, together with any name, email address or photo already attached to that Firebase account — we mirror those onto your Csyte profile.

Csyte does not send the SMS and cannot promise it will arrive. Delivery is handled by Google and your mobile operator, and is affected by network, roaming, DND settings, and operator queues. Your usual carrier charges may apply.

You can request a fresh code thirty seconds after the last one, and attempts are rate-limited on both sides — Google applies its own SMS quotas, and our sign-in endpoint accepts at most ten exchanges a minute from one caller. If you hit a limit, wait before trying again. On some Android phones the code verifies itself without you typing it. If Google cannot confirm that your copy of the app is genuine, sign-in is refused; reinstall Csyte from the official app store, then contact support if it continues.

One thing that applies only to internal builds: a debug build deliberately skips Google's app-verification step and can therefore sign in only with our registered test numbers — a real number fails there by design. The build you install from an app store always does the full verification.

A4. Your Session and the Tokens on Your Phone

Once the code is verified, Csyte issues two tokens to your phone: a short-lived access token of fifteen minutes, and a refresh token that quietly renews it. The tokens are kept in the device's own protected store — the iOS Keychain, or Keystore-backed encrypted storage on Android — never in ordinary app files.

Renewal is single-use: each refresh replaces the one before it. A session lasts at most thirty days from sign-in however often it renews, after which you sign in again. If an already-used refresh token turns up again more than about thirty seconds after it was rotated, we treat that as possible theft and revoke the entire chain of sessions descended from that sign-in — you are signed out and must sign in again. That is deliberate.

Signing out clears the tokens from this phone and ends the Firebase sign-in on it. Understand what it does not do: it does not call us to cancel the session record, so that record simply runs out its remaining lifetime rather than being revoked on the spot, and it does not end sessions on your other devices. A live session on an unlocked phone works without another OTP. Keep a screen lock on, and sign out on any phone you are handing over.

A5. Screenshots and Screen Recording

On Android, builds we ship for release set the operating system's secure-window flag: screenshots and screen recording are blocked by the OS itself, and the app-switcher preview shows a blank card instead of your records.

On iOS no app can stop a screenshot. What Csyte does instead is place the launch screen over the app before iOS takes its app-switcher snapshot, and hold that cover up for as long as the screen is being recorded or mirrored. A deliberate screenshot on an iPhone will still capture whatever is on screen.

Neither protection is present in debug builds — the internal builds used for development and for showcase devices switch both off so the app can be filmed — and neither stops a second phone photographing the display. Anything you capture and pass on yourself leaves Csyte's control at that moment, and what is on your screen may be a family member's data, not only your own.

A6. Device-Integrity Monitoring

Csyte contains code that can detect a compromised phone — rooting or jailbreaking, hooking or tampering tools, a repackaged or unofficially installed copy, an emulator, a debugger, developer mode or ADB, a missing device passcode.

Be precise about where it is actually running. It arms only when the build carries the device-integrity configuration values. Android builds released from our staging and production configuration do carry them, so on those builds the monitoring is live and the reactions below are real. On iOS it is dormant in every build we ship today — the Apple team identifier it needs has not been configured, so nothing is being watched there. Debug builds never enforce, on either platform. In no build does any of this reach Csyte: there is no reporting endpoint, the detections go nowhere off your device, and we receive no telemetry from it.

Where it is live, this is what it does. On a strong compromise signal — root or jailbreak, hooking, a tampered or repackaged binary — the app erases everything it has stored in your device's secure store, replaces the entire app with an "unsafe device" screen explaining which check failed, and then, once any payment or write in flight has finished, closes itself. On weaker signals — emulator, debugger, developer mode, ADB, no screen lock, unofficial installation source — it refuses one thing: submitting a patient registration that carries an Aadhaar number. Everything else, including payment, keeps working; do not read that tier as a guard on your money. Screenshot, screen-recording, VPN, unsecured Wi-Fi, time- or location-spoofing and automation signals are never acted on at all. It does not collect a list of the apps installed on your phone.

A7. How Your Data Travels

Every call the app makes to Csyte travels over HTTPS to a single API address baked into the app at build time. The app also talks directly to two third parties on your behalf, over their own HTTPS connections: Google (sign-in and push notifications) and our payment gateway during checkout.

Request and response contents are never written to logs — not your symptoms, not your tokens, not payment details. In debug builds the app prints only the method, path and status code, and, when a connection fails outright, the host it was dialling and the network error; in shipped builds it prints nothing at all.

Csyte does not currently pin certificates. The pin list ships empty, so the app trusts whichever certificate authorities the platform trusts for that connection. On Android, released builds do refuse plain HTTP and restrict the system network stacks to system trust anchors, so a user-installed root certificate is not honoured there — but the app's own API connections use their own trust store and are unpinned. Anyone who can get a certificate into the trust path — monitoring software, a phone someone else set up for you — could in principle read traffic between you and us.

Please use Csyte on a device you control, avoid networks you do not trust, and do not install certificate profiles you did not ask for. We may switch pinning on in a later release; that only strengthens what is described here.

A8. Demo Mode

Csyte can be built in a demo mode used for showcases and testing. In a demo build every doctor, slot, appointment, invoice, payment and queue position is fabricated on the phone itself. Nothing reaches Csyte, no hospital is told anything, no appointment exists, and no money moves.

A demo build does not talk to our servers, never starts Firebase or push notifications, and never opens the payment gateway; sign-in accepts any number with any six-digit code, or a one-tap shortcut that skips the OTP entirely, and the resulting session tokens live only in memory. Any name, age or Aadhaar number typed into it stays in memory on that phone and is gone when the app closes. Demo devices are normally debug builds, so the screenshot and recording protections in A5 are off on them.

The app you install from an official app store is not a demo build. If someone hands you a demo device at a clinic or an event, treat everything on it as an illustration — do not rely on it to see a doctor, and do not assume a booking has been made.

B1. Registration Comes First

You must accept these Terms before Csyte will create a patient record for you, and you must have a patient record before you can book. Until your own registration exists, you cannot choose a slot or pay. Our server checks both again on every attempt: if you have not accepted a current version of these Terms, or you have withdrawn your acceptance, then registering, adding a family member and paying are all refused. The app also sends you to the form, so the step cannot be skipped or worked around.

The form asks for seven things: your name, your father's name, age, gender, Aadhaar, phone number and address. Six are always required. Aadhaar is the exception and depends on the patient's age — see B2. Adding a family member asks one more thing: their relationship to you.

What you enter is shared with the treating hospital and the doctor who sees you. It becomes the identity on the chart for that visit, so enter it accurately and truthfully — a wrong age or name is a clinical problem, not a typo. Your address and Aadhaar are stored encrypted.

On Android, our released app runs a device-security check before identity details are sent. If it flags your phone — USB debugging, developer options, no screen lock — the identity form refuses to submit and tells you why, while the rest of the app keeps working. Stronger signs of tampering, such as a rooted phone, end the session and close the app. On iPhone this check is currently inactive.

B2. Aadhaar: What We Ask For, and What We Do Not Do With It

Aadhaar is required for any patient aged 10 or above. Below 10 it is optional, because young children often do not have one — but if you give a number for a child, it is checked exactly like anyone else's. We accept twelve digits and verify the Verhoeff check digit that UIDAI builds into every Aadhaar number. That check only shows the digits are internally consistent. It says nothing about whose number it is.

This is not UIDAI eKYC. Csyte does not send your Aadhaar to UIDAI. There is no Aadhaar OTP, no fingerprint or iris reading, no offline eKYC XML, no QR scan and no Yes/No authentication of any kind. Aadhaar here is therefore not identity verification, and Csyte does not assert that the number you type belongs to you — you do. By entering it you confirm the number is genuinely that patient's and that you are entitled to provide it.

The number is encrypted the moment it reaches us. Only the last four digits are kept readable, so it can be displayed. No screen, receipt or app response ever shows the full number: you, the clinic and the doctor all see only XXXX-XXXX-1234. If you register again without an Aadhaar, the stored number is deleted. Access to your patient record is written to an audit log. Aadhaar handling follows the Aadhaar Act and the DPDP Act 2023. Never give your Aadhaar to anyone claiming to be Csyte outside this app.

B3. Registering a Family Member or Dependant

You can add other people to your account — a child, spouse, parent, sibling or someone else — so that their appointment carries their details and not yours. Each person you add is a full patient record with the same fields, plus their relationship to you, and the same Aadhaar age rule applies to them. You must finish your own registration before you can add anyone.

By adding someone you confirm that you are entitled to act for them and to give their personal and health details to Csyte and to the treating hospital — Csyte does not verify this. We ask for no proof, and nothing in the app checks the relationship you select. Where the patient is a child under 18, the DPDP Act 2023 requires the consent of a parent or lawful guardian: by adding a child you are declaring that you are that parent or guardian, or that you have their authority. The same applies to a person with a disability who has a lawful guardian. Do not add an adult who has not asked you to. Everything you enter for another person is your responsibility, and the doctor treats it as that patient's true identity.

Know what this account can see before you add anyone. From here you can see each family member's saved details, including their masked Aadhaar, and open their appointments and receipts; their visits are booked and paid under your account. The history list does not name who a visit was for until you open it. If someone should not be visible to you this way, they should use their own Csyte account.

B4. Your Patient List Only Grows

Family members can be added, corrected and removed from Account → Manage patient list in the Csyte app. If you type an age or an Aadhaar wrongly, edit that person's entry there; if you added someone twice or no longer need an entry, remove it. Removing a family member does not affect your own account, and removal is refused only while that person still has a confirmed upcoming appointment — cancel it first.

Your own record is corrected the same way, from its own screen, but only in the Csyte app: Account → Edit my details opens your registration pre-filled, and saving takes effect immediately. Because a phone holds only the masked last four digits of an Aadhaar, that form asks for the full number again each time — a correction re-states every field rather than changing one. This website has no correction screen at all: it can add a family member while you book, but it cannot correct anyone.

For anything those two screens do not reach — and for any correction you would rather make from this website — speak to the clinic you booked with, or write to [GRIEVANCE_OFFICER_NAME] at [GRIEVANCE_EMAIL]. Erasing your whole account is a separate right with its own control — see I2. Erasure removes your identity details, including your Aadhaar; payment and invoice records are kept because the law requires them, and erasure is refused while you still have a confirmed upcoming appointment — cancel it first.

Correction does not rewrite the past in full. Each appointment keeps the patient's name and age exactly as they were when it was booked, so an older visit or receipt still shows what was true then. The other details on that appointment — gender, father's name, phone, address and masked Aadhaar — are read from the current record, so correcting those does change how an old appointment reads.

B5. Your Account Screen and What It Shows

The Account screen shows your name, phone number and age, and expands to show the rest of your own registration: father's name, gender, your email if we hold one, address and your masked Aadhaar. If you have no Aadhaar on file, that line is simply absent. It is a read-only view — nothing on it can be changed from the app. It shows your own record only; family members appear in the patient picker when you start a booking.

The glowing heart at the top of that screen is decoration. It is an animation, not a health reading — Csyte does not measure your heart rate, pulse or any other vital sign.

From this screen you can open your booking history, reach help and support, and log out. In the app, booking history shows only your most recent visits, so it is not your complete record — older appointments can exist that the app does not list, and the clinic's records govern. On the Csyte website the same list has a “Show more” button that loads older pages, so there you can reach visits the app will not show you; the clinic's records still govern. Every date, time and cut-off shown is the clinic's Indian Standard Time, whatever your phone is set to.

Support is not fully live yet. The number shown in the app is a placeholder, and the in-app chat sends an automatic reply but is not yet staffed by a person. Some builds are demonstration builds showing made-up sample data; the app you install from the store is not one. For anything that matters, contact the clinic directly or write to [GRIEVANCE_EMAIL].

C1. Searching for a hospital

Csyte's search runs on our servers, not on your phone. Type at least two letters and we look for hospitals whose name matches what you typed — either a match on the beginning of the name or a close spelling match to it. The city is not searched: typing a city name finds only hospitals that happen to carry that word in their name. The app waits about a third of a second after you stop typing before it asks, and every new keystroke cancels the request before it.

What comes back is a list of hospitals that are signed up to Csyte and whose name matched your text. It is ordered by how closely the name matches and then alphabetically. That order is not a quality score, not a recommendation, not paid placement, and the list is not a complete directory of hospitals.

The app shows only the first page of matches, up to twenty. There is no "load more" button. If the hospital you want is not there, type more of its name.

Csyte never asks for, and never uses, your device's location. There is no "hospitals near me", no distance ranking and no distance figure anywhere in this app; the app requests no location permission on Android or on iOS.

Csyte does not check that the listing details — name, city, address, photo, description — are correct. The hospital supplies them and can change them whenever it likes.

C2. The hospital page and the map on it

A hospital's page shows what that hospital has given us: its name, photo, a short description, its address, and its doctors grouped by specialisation. Staff recorded as something other than a doctor, and doctors the hospital has deactivated, are not shown to you at all. A doctor the hospital has merely marked as not currently available is still listed — you can open their page, but there will be no booking button on it and no explanation of why.

The map tile on this page does not work. Csyte has not configured a Google Maps key in this build — there is none in the Android manifest and none handed to the iOS maps component — so the map area does not draw: depending on your device it appears as an empty tile or fails to render at all. The written address is the only location information Csyte is actually giving you. Please do not plan a journey around a map that is not there.

Even when a map does draw, it plots only the clinic's coordinates as supplied by the hospital. It never shows, requests or sends where you are; the "my location" layer is switched off in the code and the app holds no location permission to turn it on.

"Get directions" hands the hospital's coordinates to a Google Maps link opened outside Csyte, in whichever app on your phone handles such links; what happens after that is Google's and that app's, not ours. If nothing on your phone can open it, Csyte offers to copy the address instead. Addresses and coordinates come from the hospital, so if theirs are out of date, ours are too. Confirm with the clinic before you travel.

C3. Doctor profiles and registration numbers

A doctor's page shows their name, specialisation, hospital, years of experience, languages, listed fee, consulting hours where the hospital has entered any, and a short description. Where the hospital's administrator has recorded a medical registration number and expressly attested that they themselves checked it against the register, Csyte displays that number. Where they have not, the page says "Registration verification pending", no booking button appears, and our server refuses the booking regardless of what any app displays.

Registration is not the only condition. The button is also absent — and the server also refuses — when the hospital has marked that doctor as not currently available, or has deactivated them.

The registration number is shown exactly as the hospital supplied it, and the attestation behind it is the hospital's, not ours. Csyte does not check any medical council register, and does not verify a doctor's qualifications, clinical competence, or the outcomes of their care. A doctor appearing on Csyte is not a recommendation by Csyte.

When you book, your doctor-patient relationship is directly with that practitioner and their hospital, not with Csyte. Csyte is a booking platform. It does not practise medicine, does not give medical advice, and does not supervise treatment. Clinical questions, follow-ups and complaints about care go to the hospital. The practitioner remains bound by their own professional and regulatory obligations, including the Telemedicine Practice Guidelines 2020 where those apply to them — displaying practitioner identity and registration, above, is done because of that requirement.

C4. Ratings and reviews

Doctor pages show a star rating, a number of reviews, and the most recent reviews themselves.

You can rate a visit you actually attended. After a booking you made has finished, that booking carries a rating control. Our server accepts at most one review per appointment, only from the account that booked it, and only after that visit's slot has ended — so the figures move only through people who were there. A doctor added by a hospital starts at zero, and a hospital administrator cannot type a rating in.

We do not show a star rating until a doctor has at least three reviews. Below that the doctor is shown as new to Csyte instead. One or two ratings are not a reputation, and displaying an average drawn from them — in either direction — would tell you something we do not actually know.

Reviews are published without your name. What appears beside your review is a masked reference our server derives when the review is displayed; we never store a name against a review. Because the text is published publicly, submitting one needs your current consent — if you have withdrawn it, we refuse the review rather than publish it.

Anyone can read a doctor's reviews, including visitors who are not signed in — the same as the rest of the directory. Your reviews are yours to remove by removing your account: erasing your account deletes every review left from it and recalculates the affected ratings from what remains.

C5. The fee on a profile is indicative

The consultation fee on a doctor's page is the amount their hospital had listed at the moment that page loaded. The hospital can change it, and it can change before you reach payment.

The amount you actually pay is worked out by Csyte's server at checkout, and that figure is the one that governs. The app never sends an amount and does no arithmetic of its own — every line and the total come from the server. Your total is the consultation fee, plus a Csyte platform charge (currently 5% of the consultation fee), plus GST at 18%. GST is charged on the platform charge only, because a consultation supplied by a clinical establishment is treated as exempt. Where a hospital has told us that its own consultations are taxable, GST applies to the whole amount instead, and the payment screen labels the tax line accordingly. Both rates are settings that can be retuned, so the invoice you are shown always states the percentages that produced its own figures.

The breakdown shown on the payment screen before you pay is the binding one. A paid booking stores those exact amounts and the rates behind them, so a later change to fees or tax rates never re-prices a booking you have already paid for.

D1. Choosing who the visit is for

Before you pick a time, Csyte asks who this appointment is for. You choose from the people on your account — yourself, or a family member you have added. Adding someone new opens a registration form, and once saved that person is selected for you. Registering anyone asks for their name, father's name, age, gender, phone and address, and an Aadhaar number from the age of ten upward.

Csyte checks only that an Aadhaar number is twelve digits carrying a valid check digit. That is arithmetic, not identity verification: Csyte does not authenticate the number with UIDAI, performs no eKYC, and cannot tell whether the number belongs to the person being booked for. It is stored encrypted and shown back to you only masked ("XXXX-XXXX-1234").

The name and age recorded on the appointment are a snapshot taken at the moment you book. Editing a person's details afterwards does not change an appointment already made.

You can add people to your account, and a family member you have added can be corrected or removed afterwards: Account → Manage patient list, in the Csyte app, gives each of them an Edit and a Remove. That screen is in the app only — this website can add a family member while you book, but cannot yet edit or remove one. Your own record does not appear on that screen — it has its own, Account → Edit my details, in the Csyte app. B4 covers both. To reach anything those screens do not, write to [GRIEVANCE_EMAIL].

Csyte's server checks that the person you name really belongs to your account and refuses the booking if they do not. If your saved list fails to load, the app tells you so and you can still book for yourself.

D2. What you write in the symptoms box

The symptoms box holds up to 4,000 characters, and you cannot move on without writing something. What you type there is health data about the patient under India's Digital Personal Data Protection Act 2023 — please treat it as exactly that.

It travels to Csyte's servers with your booking and is stored encrypted, bound cryptographically to that one appointment so it cannot be read against any other.

Be honest about who sees it: at present, nothing does. No Csyte surface decrypts it. The hospital's administrator app is built so that clinical notes never reach it, and Csyte publishes no doctor-facing app at all. The box exists so that the note can be put in front of the clinician treating you, but no screen anywhere in Csyte shows it back to anyone today — including that clinician. Write it on the assumption that the treating clinic will be able to read it in future.

Do not type anything you would not want that clinic to hold: no unrelated medical history, no money matters, no identity numbers, and nothing about anybody other than the patient.

Csyte does not keep it on your phone. It lives in the app's memory only, is never written to storage, and is kept out of your keyboard's learned suggestions. It is wiped when the booking completes, when you start a different booking, and whenever the app is closed or killed — but abandoning checkout does not by itself clear it; the note stays in memory until one of those happens. Once the booking is placed there is no copy in the app: Csyte never shows it back to you, and there is no screen to edit or delete it.

Nobody reads this box before your appointment. It is not monitored, not triaged, and nothing you write raises an alert with anyone. If you are having a medical emergency, stop and call the hospital or emergency services. Do not describe it here and wait.

D3. A slot you can see is not a slot you have

The grid shows the slots a clinic has left open on the date you picked. The app offers you the next fourteen days only. Our server will accept a booking up to sixty days ahead, but this app gives you no way to reach past the fourteenth day.

Each slot label is the clinic's own wall clock, passed through untouched and never re-read in your phone's timezone. The date chips are the exception: "today" and the fourteen dates come from your phone's calendar, while the clinic's day is Indian Standard Time. If your phone is set to another timezone, the dates you see may not line up with the clinic's, and the server will simply reject a date that falls outside its window.

The grid re-checks availability roughly every ten seconds while it is the screen in front of you, and again whenever you pull down to refresh; slots do disappear while you are looking at them because another patient took one. Seeing a slot reserves nothing. Tapping it only selects it on your own screen. Nothing is asked of Csyte's server until you press Confirm, and only the server's answer counts. If someone reached it first, Csyte tells you and asks you to choose again.

The grid also lists times earlier in the day that the clinic has not closed off, and neither the app nor the server stops you from taking a time that has already passed. Use your judgement — if a time has gone, pick another one.

A slot is your place in the clinic's list for that day, not a guarantee of being seen at that exact minute. Clinics run to their own pace and can run late.

D4. The temporary hold on your slot

Pressing Confirm asks Csyte's server to hold that slot for you while you pay. The hold lasts five minutes, and a countdown runs on the checkout screen so you can see it.

Those five minutes are a fixed budget starting from when the hold was granted. They are never extended — going back, retrying, or reopening checkout buys you no extra time, and asking again for a slot you already hold simply returns the same hold with whatever is left on it. The limit exists so that nobody can sit on a slot other patients are waiting for.

If the hold runs out before you have paid, Csyte sends you back to the grid to choose again and nothing is charged. The slot returns to everyone else shortly afterwards rather than instantly: a background job clears expired holds about once a minute, and the next patient to load that day's grid releases it on the spot. Abandoning checkout releases it the same way.

A hold is not a booking. Your appointment exists only once Csyte's server has verified your payment. If a payment does complete after the hold has already lapsed, our server will still verify it and confirm the booking; if the slot has meanwhile gone to another patient, tell the hospital or write to [GRIEVANCE_EMAIL] — a cancellation raised by the hospital's front desk refunds you in full.

D5. One tap, one charge

Every money step — placing the hold, creating the order, confirming the payment — carries a key that identifies what you meant to do, not how many times the phone tried. So if a connection drops and the app retries, or you tap twice, Csyte replays the first result instead of doing it again: no second hold, no second charge. That replay stays valid for 24 hours and is tied to your account, so no one else's request can ever be answered from it. Sending the same key with different details is refused outright rather than answered from the record.

If your first attempt is still running when a retry arrives, Csyte declines the retry and the app asks you to wait a moment. If the system that tracks these keys cannot be reached at all, Csyte refuses the request before touching your booking or your money — nothing is left half-done, and retrying is safe.

Payment is confirmed by Csyte's server recomputing the payment gateway's signature with a secret only our server holds, never by the payment screen alone. The gateway telling the app "success" counts for nothing on its own.

If that check fails, your booking is not confirmed: Csyte marks the payment failed, releases the hold and cancels the draft appointment. Csyte does not raise a refund automatically at that point — no automatic refund exists on this path. If money did leave your account, it has to be returned by hand: write to [GRIEVANCE_EMAIL] with the details, or contact the hospital, and the refund will be raised for you. We do not promise a settlement time — how long the money takes to reappear is between the gateway and your bank.

E1. What You Are Charged, and How It Is Worked Out

Every booking has three parts. The consultation fee, which the hospital sets for that doctor, and which Csyte constrains only to a range — currently no less than ₹50 and no more than ₹10,000. A Csyte platform charge, currently 5% of that consultation fee. And GST, currently 18%, applied to the platform charge alone — the consultation fee is treated as exempt health care supplied by a clinical establishment, so no GST is added to it. All three rates are configuration and may be changed for future bookings; the rates applied to your booking are the ones in force at the moment your order is created.

We also record, against each hospital, whether that hospital's own consultations are taxable rather than exempt. No hospital can currently set that value — there is no control for it in our administrator app and no interface behind it — so in practice every booking today is priced on the exempt basis, and GST is charged on the platform charge only. If that ever changes for a hospital, the checkout screen and the receipt will both name what was taxed, because both read the setting rather than assuming it.

Csyte's server works out all of these amounts, and the figure it returns is the amount you pay. The app does no arithmetic of its own — not even re-adding the rows to check the total. It shows you the breakdown the server sent and passes the server's total to the payment gateway. Nothing you type or tap sets a price. All amounts are computed in whole paise using integer arithmetic, rounded half up, so the figure on your statement and the figure on your receipt cannot drift apart by a rounding step.

You see the full breakdown before you pay: the consultation fee, the platform charge with the percentage used, a GST line that names what was taxed, and the total payable. The rates applied are stored against your payment record, so a later change to our fees does not re-label the receipt for a booking made under the old ones. This pinning was introduced part-way through the service's life. For a small number of older bookings made before it, no rates were recorded, and a receipt reprinted for one of those will show today's rates beside amounts that were computed under the earlier ones. If you hold such a receipt and the percentages do not reconcile against the amounts, write to [GRIEVANCE_EMAIL] with the appointment ID and we will confirm what was actually charged from our payment records.

E2. Razorpay, and What Never Reaches It

Payments are collected through Razorpay, our payment gateway. When you tap to pay, Razorpay's own screen opens on your phone. Csyte never sees or stores your card number, UPI PIN, netbanking password or any other payment credential — those exist between you and Razorpay, whose terms and privacy policy govern what happens inside that screen and what Razorpay does with anything you enter there.

Csyte hands the gateway seven values and no more: our publishable key, the order reference our server created, the amount, the currency, the merchant name "Csyte", the description "Doctor consultation", and a five-minute timeout. No name, phone number, email address, Aadhaar, home address or symptom text is passed into it. The gateway is told the merchant is Csyte and the purchase is a doctor consultation. Nothing else about you crosses over from us.

Razorpay showing "success" on your screen is a hint, not your confirmation. A booking is confirmed in only two ways, both server-side: our server recomputes the payment signature against its own stored record of the order, or Razorpay reports the capture directly to our server over a separately authenticated channel. The gateway's say-so on your handset confirms nothing by itself.

E3. When a Payment Fails, or Cannot Be Verified

Your slot is held for five minutes at checkout. If you close the payment screen, nothing is sent to our server at that moment — the app simply tells you the payment was not completed. The hold then lapses on its own: a background process releases it, returns the slot to sale, and marks the unpaid draft booking expired. Where Razorpay tells our server the payment failed, or where a signature does not verify, the same unwinding happens at once instead of on the timer. In all of these cases nothing is owed and nothing is charged.

If the gateway reports success but our server cannot verify the payment signature, we do not confirm the booking. Separately, Razorpay reports captures to our server directly, so a payment that genuinely went through will usually confirm your booking anyway, even if the app showed you an error.

You cannot check this yourself in the app. There is no screen listing your upcoming bookings — the appointment screen is reachable only from the confirmation you land on immediately after paying, and Booking History shows past visits only. If you leave or lose that screen and are unsure whether a booking exists, write to [GRIEVANCE_EMAIL] with the date, the amount and the payment reference, and we will tell you.

Two messages the app may show you overstate what happens next. One says any amount deducted will be refunded; the other says it will be reconciled automatically. Neither is automatic. Where money was taken and no booking exists, no automated process returns it. Both messages describe work our team does by hand, and that work begins when you tell us. Write to [GRIEVANCE_EMAIL] with the date, the amount and the payment reference and we will trace it. Any refund that follows goes to the original payment method, usually within five to seven working days; the exact credit date is your bank's, not ours.

E4. The PDF Receipt

On the screen you land on immediately after a booking is confirmed, you can save a receipt as a PDF. That screen is the only place the receipt can be created, and the app offers no route back to it once you leave. Save the receipt then, or ask us for a copy afterwards at [GRIEVANCE_EMAIL]. Saving and opening are a single action: the file is written and then handed straight to a PDF viewer.

The receipt contains, where we hold each item: the booking status; the appointment ID, date, time slot and — once confirmed — the time of booking; the hospital's name, city and address; the doctor's name and specialisation, together with the registration number where our records mark it verified; the patient's name and age; and, where our records can identify the patient with confidence, their relationship to your account, father's name, gender, phone number, address and Aadhaar in masked form only (XXXX-XXXX-1234). The full Aadhaar number is never sent to your phone and so cannot appear. Symptoms are never included — the receipt is built from data that does not carry them.

Any of those lines is omitted rather than guessed at. Where our records cannot confidently establish which person on your account a booking was for, the receipt prints the name and age recorded at booking and leaves the remaining details out. The payment block — consultation fee, platform charge, GST, total paid, our payment reference and the Razorpay payment ID — appears only where a completed payment record exists.

The file is written into Csyte's private storage on your phone, where other apps cannot read it, and it is removed if you uninstall the app. It is not encrypted, the app never deletes it, and depending on your device settings it may be copied into your device backups. Re-saving a receipt for the same appointment overwrites the earlier file.

Opening the receipt hands the file to whichever PDF viewer you choose, and everything that happens to it after that — saving it elsewhere, emailing it, printing it, forwarding it on a messaging app — is yours to control and your responsibility. Treat it as a document carrying personal and health-related information about the patient named on it.

F1. Live Queue Position and Estimated Time

On the day of your visit, the appointment screen shows your place in the doctor's line and an estimated start time. Both are worked out afresh each time you look, from what is actually happening in the clinic: who the doctor is seeing, when that consultation began, and how long that doctor's recent consultations have typically run. That last figure is the middle value of up to their twenty most recent completed consultations, ignoring any shorter than two minutes or longer than an hour; where fewer than three usable consultations exist, a default of fifteen minutes each is assumed instead. Your position counts only patients still waiting, so it shortens as the doctor works through the line and disappears once you are called.

An estimate within five minutes of your booked time is shown as on schedule; beyond that the card shows the doctor as running late, with the revised time. The card refreshes about once a minute while it is open, and again when you return to the app; it stops refreshing once your visit is complete or has been marked missed.

These are estimates, not commitments — your position and your estimated time can move in either direction, and neither creates any obligation on Csyte, the hospital or the doctor.

Our servers compute every one of these times against Indian Standard Time, which is the clinic's clock. The app then displays them in your device's own timezone. If your phone is set to a zone other than Indian Standard Time, or its clock is wrong, the times on this card will be shown wrong, even though the underlying calculation was right. Plan around your booked slot and the clinic's own instructions, not around the estimate.

F2. Being Marked as Missed (No-Show)

If you do not attend, the hospital's front desk can mark your appointment as missed. It then shows as "Missed" against that booking in your history and on the appointment screen, and it counts towards that hospital's no-show figures. A missed visit is terminal: it cannot afterwards be cancelled in the app, because cancellation is available on confirmed bookings only.

The mark can only be applied by hospital staff, and only on a confirmed booking. The control the hospital app uses becomes available once your slot's start time has passed in Indian Standard Time — not its end time — and only while no consultation has been recorded as started for you. A separate, older reconciliation route we retain requires the slot to have ended. In practice, expect that you can be marked missed at any point after your appointment was due to begin.

No money moves when a visit is marked missed. Nothing is refunded to you, and nothing is transferred to the hospital by that act either — the amount you paid stays with Csyte and is settled with the hospital separately, outside the app.

The app gives you no way to remove or challenge a missed mark, so a dispute has to start with the hospital — they applied it and they are the only ones who can correct it. If the hospital does not resolve it, write to [GRIEVANCE_OFFICER_NAME] at [GRIEVANCE_EMAIL], quoting your appointment ID and the date of the visit, and we will take it up under our grievance process.

F3. Booking History: One Page In The App, Pageable On The Website

The Booking History screen lists past bookings — visits whose day falls before today in Indian Standard Time — newest first, twenty to a page. It shows bookings that were confirmed, cancelled, or marked missed.

In the app the screen loads that first page and nothing more; there is no way to page further back, so what you see there is your recent activity, not your complete record. A line at the foot of the list is the only signal that older visits exist beyond it. On the Csyte website that same list carries a “Show more” button which loads each older page in turn, so on the website you can page back through your past visits. Either way the list covers past visits only.

Three further gaps are worth knowing. A past confirmed booking is labelled "Completed" regardless of whether the clinic ever recorded the consultation as having taken place — the label reflects that the booking was live and the day has passed, not that you were seen. Bookings that were never paid for, or that expired at checkout, are left out entirely. And today's appointment appears nowhere: it is not yet history, and the app has no upcoming-appointments screen. Once you leave the confirmation screen you landed on after paying, there is no route in the app back to a booking until the clinic day has rolled over and it appears here.

For a full record of your bookings and payments, use Account → Download my data on the website — it produces a single file holding your profile, patient list, appointments, payment records, consent history and a log of who accessed your records. You may also request the same record in writing in exercise of your rights under the Digital Personal Data Protection Act, 2023.

F4. Cancelling, and What Comes Back

You can cancel only a confirmed booking, and only from the appointment screen. Because that screen is reachable only from the confirmation shown immediately after payment, in practice self-service cancellation is available to you while you still have that screen. If you have left it, contact the hospital's front desk, or write to [GRIEVANCE_EMAIL].

There are three bands, measured from your appointment's start time in Indian Standard Time — never your phone's clock, and never the timezone you happen to be standing in.

Twelve hours or more before the start: you can cancel in the app and the consultation fee is refunded. Between two and twelve hours before: you can still cancel in the app, but nothing at all is refunded — the entire amount you paid is retained, and the consultation fee is settled with the hospital, which held the slot. Less than two hours before, or once the appointment has started: the app will not offer cancellation and the server refuses the request. You must call the clinic's front desk, and the decision is then theirs.

In the twelve-hour-or-more band, what comes back is the consultation fee. The platform charge and the GST charged on it are retained, at any notice period, because that service was performed when your slot was reserved. So "free cancellation" does not mean everything you paid comes back — you receive the consultation fee, and the amount reaching you will be less than the total on your statement. In the two-to-twelve-hour band nothing comes back at all.

Where a booking was never actually paid for, there is nothing to refund and none of the above applies.

A refund is *requested* the moment you cancel. Refunds go to the original payment method and usually appear within five to seven working days; the exact credit date is your bank's, not ours. We record the refund as settled only when the gateway confirms it. Cancelling releases your slot at once and cannot be undone.

The twelve-hour and two-hour figures are held in two places — on our servers, which decide, and inside the app, which only forecasts. If we retune those thresholds, the app will keep showing the old ones until you install an update, and if your device clock or timezone is wrong the app may show you a window our server disagrees with. The server decides, its answer governs the money, and what the app tells you afterwards is what the server actually did — not what it had predicted.

F5. The Reason Box, and Cancelling Without the Figures

The cancellation dialog has a reason field. It is optional, and the app limits it to 200 characters. Leave it empty and the app sends "Cancelled by patient" on your behalf.

Be aware of what happens to what you write. It is not sent to the hospital — the notification they receive says only that a patient cancelled — and it is not stored anywhere: not against the booking, and not in our access log, which records only that a cancellation happened. Treat it as a prompt for your own confirmation, not a message to the clinic. If you want the hospital to know why you cancelled, tell them directly.

Before you confirm, the app asks our server what cancelling right now would return, and shows the total paid, the amount being kept where anything is being kept, and the amount coming back. Every figure there is computed by the server; the app does no arithmetic. That quotation is a forecast taken at the moment the dialog opened — if you sit in the dialog across the twelve-hour boundary, the server will re-derive the band when you confirm and may decline a refund the dialog had just quoted.

If that request fails — you are offline, or the server does not answer — the app tells you the breakdown could not be loaded and still lets you confirm, which means you can cancel without ever having seen what you get back. We allow this deliberately, so that an outage on our side cannot trap you into missing your own refund deadline; the alternative would cost you more. This particular choice is recorded in our code as still under review, and we may change it. If we do, we will change this clause with it.

If you go ahead in that state, the cancellation is still final and the refund still follows F4. The exact amount is named in the confirmation shown immediately afterwards, and that figure — the one our server returns, not the one the dialog forecast — is what is paid.

G1. Push Notifications Are Not a Reliable Alert

When you first open Csyte, the app asks your phone for notification permission and then sends your device's Firebase Cloud Messaging (FCM) token to our server, where it is stored against your account. Registration only succeeds once you are signed in, so the app retries on every return to the foreground until it works, and again whenever Google rotates the token. This is what lets our server address your device — for example, to tell you a doctor is running late.

Do not rely on Csyte notifications to tell you anything time-critical. Several links in that chain are unfinished or optional:

- Push sending is switched on per environment. If the server deployment does not have push credentials configured, no push is sent at all and nothing in the app tells you so. - If a message arrives while Csyte is open on screen, the app draws nothing. On iOS the operating system may still show its own banner; on Android you will see nothing at all. - Tapping a notification only opens the app. It does not take you to the appointment it refers to — that hook is empty. - There is no notifications inbox in this app. The server keeps a durable record of alerts it generated, but Csyte has no screen that shows it, so a push you miss cannot be caught up inside the app. - Where an SMS fallback exists it is off unless enabled for your clinic's environment, and it carries only the delay length and the new time. - Delivery also depends on Google's network, your permission settings, battery optimisation and your connection, none of which we control.

Treat every alert as a bonus, not a promise. For anything that matters — your slot time, a delay, a refund — open the app and check, or call the clinic directly.

G2. Support: Phone, Email and Live Chat

The "Call Human Agent" button opens your phone's dialer with a support number. That number is currently a placeholder and is not a staffed line — dialling it will not reach anyone at Csyte. The "Email us instead" link opens your own mail app addressed to support@csyte.com with a subject line the app fills in for you. Both hand you off to apps we do not control, and if neither opens, the app simply shows you the number or address on screen. For anything you need a binding answer to, write to [GRIEVANCE_EMAIL].

Live chat opens a WebSocket to our server. In the released app that connection is TLS-encrypted; it is authenticated with your own session token on the handshake and carries no account identifier in the address, so nobody can join or read your conversation by guessing a link. Only one chat session per account stays open — opening a new one closes the old. Messages are capped at 2,000 characters and 500 per session. Your message text is never written to our logs (we log only that a session opened and closed, against your account id), and on your phone the transcript lives only in that screen's memory: leaving the screen ends the connection and the conversation is gone from the device.

Chat routinely carries symptoms, so treat it as health information. The chat replies to you automatically and places your message in a short in-memory queue on the server that no agent surface currently drains. The reply saying "a human agent will reply in this chat" is aspirational — in practice nobody may answer. That queue holds only the most recent messages, lives inside a single server process and is discarded when the service restarts, so it is not a durable record and cannot be retrieved later. Do not use chat for anything urgent or medical. For medical urgency, contact the hospital or emergency services directly, never Csyte.

H1. Csyte Is a Booking Platform, Not Your Doctor

Csyte is an intermediary. We list hospitals and doctors, hold slots, take payment and issue receipts. We do not practise medicine, employ the doctors, or supervise any clinic.

Your doctor-patient relationship is directly with the hospital and the treating doctor. They alone are responsible for diagnosis, prescriptions, advice, records, fitness to treat you, their qualifications and registration, and their conduct under the Telemedicine Practice Guidelines 2020 and their own professional-council rules. Anything the app shows you about a doctor — speciality, fees, timings, registration number, profile photo — is supplied by that hospital, not verified clinically by us.

The doctor profile shows an average rating, a count of reviews and the reviews themselves, all written by patients who attended a booking made through Csyte. They are patients' opinions, not our assessment of anyone's competence — we do not vet, endorse or moderate them for clinical accuracy, and a high rating is not a recommendation from us.

When you enter an Aadhaar number during registration, Csyte checks only that its final check digit is arithmetically valid. We do not verify it against UIDAI and we perform no eKYC or identity verification of any kind. A number that passes the check has not been confirmed to belong to you.

Nothing in Csyte is medical advice, and Csyte is not for emergencies. If you are seriously unwell, go to a hospital or call emergency services.

H2. Companies That Process Data For Us

Running Csyte means handing limited data to other companies. You should know who they are.

Google/Firebase Authentication sends the SMS one-time password to your phone number and verifies it. Firebase Cloud Messaging holds your device token and carries push messages, where push is enabled for your environment. Twilio may be used as an SMS fallback for delay alerts; it is disabled by default, and where it runs it carries only the delay in minutes and the new time. Google Maps would supply map tiles on the hospital screen — note that no Maps key is configured in either the Android or the iOS build, so the map area will not draw; separately, the "Get directions" button hands the clinic's coordinates to Google Maps outside the app. Razorpay collects your card, UPI or netbanking details for payment and refunds; we never see or store your card number, UPI PIN or bank credentials, and the app sends Razorpay no name, phone or email of yours. Talsec (freeRASP) is an app-integrity library bundled with the app — see below. Our servers run on Google Cloud.

Csyte has no location feature. The app requests no location permission on either platform, the map never enables device location, and your position is never read, stored or transmitted.

About app integrity: in Android release builds the Talsec checks are active, not dormant. On a device the library flags as compromised — rooted, hooked, tampered or repackaged — Csyte erases your saved session, replaces the app with an "unsafe device" screen and may close itself. On a device it flags as merely suspicious — debugger attached, developer mode or ADB on, no screen lock — registration will refuse to transmit your Aadhaar and tells you why. iOS builds currently ship without the identifier the library needs, so these checks do not run there.

Some things leave the app to software you already own: the dialer when you call support, your mail app when you email us, the maps app or browser when you tap Get directions, and whichever PDF viewer you pick to open a saved receipt. Doctor and hospital photos load from whatever host the hospital's image URL points to and are cached on your phone.

None of these companies is given your symptoms, your full Aadhaar number or your medical history. One exception is worth stating plainly: the receipt PDF you choose to open or share contains your name, age, phone number, address and the last four digits of your Aadhaar, and whatever app you open it with receives all of that.

H3. What Sits On Your Phone, and What We Log

On your device, Csyte stores your login tokens in the platform's secure store — the iOS Keychain, or Keystore-backed encrypted storage on Android — never in plain files. Receipts you save are written as PDFs into Csyte's private folder, which other apps cannot read and which is deleted when you uninstall; each one carries your name, age, phone, address, masked Aadhaar and the payment breakdown. Once you open a receipt in another app, or share it, it is out of Csyte's control and becomes your responsibility. Doctor and hospital images are cached like any ordinary web image.

Android release builds mark the app's windows secure, which blocks screenshots and screen recording and blanks the app-switcher thumbnail; on iOS the app is covered when it moves to the background. Csyte also carries a certificate-pinning layer, but it ships dormant — no pins are configured for our API hosts, so connections are protected by ordinary platform TLS trust, not by pinning.

Our server logs are built to exclude health information by allow-list: they record only identifiers such as your account id, an appointment, order or payment reference, a hospital or doctor id, a status or reason code, the request path and how long it took — never symptoms, names, ages, Aadhaar, tokens or payment payloads. The app's own diagnostic output exists only in debug builds and prints nothing in the app you install from a store; where it does print, it is limited to the method, path and status of a request, plus — when a connection fails — the server address it was dialling and the underlying network error. Request bodies, response bodies and your Authorization header are never printed in any build.

H4. Indian Standard Time Decides Everything

Every date, time, deadline and cut-off in Csyte is calculated in Indian Standard Time (IST, UTC+05:30) — the clinic's clock, not your phone's. Your slot's date and start time are the clinic's wall clock, and both the server and the app convert them to a real instant using that offset before measuring anything against them.

We use a fixed +05:30 offset, because India has not observed daylight saving since 1945, so there is no seasonal shift to catch you out.

"Today", the 12-hour and 2-hour cancellation windows, and the point at which self-service cancellation is refused are all measured against the clinic's IST clock, whatever your device is set to. One display detail matters if you travel: the free-cancellation deadline shown on the cancel screen is rendered in your device's timezone. The instant is the same one the server enforces, but the wall-clock text you read will not match the clinic's clock if your phone is set elsewhere. Where a time on screen and the clinic's clock seem to disagree, the IST instant is what your booking runs on.

H5. Csyte Needs a Live Connection

Csyte is online-only. Your appointments, slot availability, payment amounts and receipts are fetched from our server each time you view them. The app deliberately keeps no offline copy of your health information, so with no connection you will see an error, not stale data. Only doctor and hospital photos are cached.

This is a privacy choice, not an oversight. A phone that holds no cached medical records cannot leak them if it is lost, stolen or examined. The trade-off is that a weak or absent connection means you cannot see your booking at all.

Plan for that: use "Save receipt" after booking, which writes a PDF into the app you can open later, and note the clinic's phone number. Do not rely on a screenshot — Android release builds block screenshots and screen recording throughout the app. If you are on your way to an appointment and the app will not load, contact the hospital directly rather than assuming your booking is gone.

H6. Reads of Your Record Are Logged

When your patient record is read or changed — by you, by clinic staff, by an administrator, or by our own erasure and consent routines — Csyte writes an entry to an append-only audit trail. Each entry records when it happened, who acted, in what role, which hospital they were acting for, whether it was a read or a write, which record was touched, the stated purpose, and, where it is available, the network address the request came from. The entry is written in the same database transaction as the action itself, so an action cannot succeed while its audit record quietly fails, and the database rejects any attempt to update or delete a row once written.

This covers your profile, your appointments and their details, your payments and receipts, staff views of your identity at the front desk, and your consent and erasure actions. It is not a log of every tap: browsing hospitals, doctors and open slots, listing your notifications, and the support chat create no entry, because none of them reads your stored record.

The trail stores identifiers and purpose only. It never stores the health information itself — no symptoms, no Aadhaar number, no clinical notes — so the log of who saw your data is not a second copy of your data.

Under the DPDP Act 2023 you may ask us for a summary of the personal data we process about you and of whom it has been shared with, and the product answers from this trail: Account → Download my data includes an access log naming every read of your records, hospital staff included. Withdrawing consent and erasure are likewise self-service buttons on the Account page. A written request remains available alongside — see the grievances clause.

H7. Our Server's Figure Is the One That Counts

Every amount and every deadline that decides an outcome is computed on our server. The app formats what the server sends and never calculates a fee, a tax or a refund of its own.

For clarity on what those amounts are: the platform charge is a percentage of the consultation fee (currently 5%), and GST (currently 18%) is applied to the platform charge only, because the consultation fee is treated as an exempt healthcare supply. Cancelling with at least 12 hours before your slot returns the consultation fee and retains the platform charge and the GST on it. Cancelling between 12 and 2 hours before refunds nothing. Inside 2 hours the app will not offer cancellation at all and the hospital front desk decides. The rates printed on your receipt are the ones pinned to your payment, not whatever is configured today, and the exact figures are shown in the in-app cancellation quote before you confirm.

One thing the app does compute on your device: an advisory view of which cancellation band you are in, using its own copy of the 12-hour and 2-hour thresholds and your phone's clock, to decide what warning to show and whether to offer the button. That is a forecast, not a decision. The server re-derives the band from its own clock and its own configured values when you actually cancel, and the app then reports the server's outcome and the server's amount.

Where the screen and the server disagree — because your app is an old version, your device clock is off, a page was left open too long, or a request failed halfway — the server's figure governs, and it is the figure your payment, refund and booking are settled on.

In the app, booking history shows only the first page of your visits; older appointments exist beyond it and that list is not a complete record. On the website you can load those older pages with “Show more”. If Csyte is running in demo mode, everything shown is invented data with no bearing on any real booking or payment.

If you believe the server is wrong, do not just retry. Keep your receipt and raise it with [GRIEVANCE_OFFICER_NAME] at [GRIEVANCE_EMAIL], or write to [REGISTERED_ENTITY_NAME] at [REGISTERED_ADDRESS].

I1. What Csyte Does Not Do

Csyte is a booking app. It lets you find a hospital, look at a doctor, reserve and pay for a slot, download a receipt for that payment, see your live queue position and estimated wait on the day, cancel within the limits set out in F4, and reach a help screen. Around that, be clear about what is not here.

These things do not exist in this app and you must not rely on them: video or phone teleconsultation, prescriptions, a medical-records or reports vault, symptom checking or triage, medication reminders or adherence tracking, and wearable or fitness-device syncing. No part of Csyte is a place to keep or read your medical records.

Csyte has no location feature. The app never asks for, reads, stores or transmits your device's location, and no location permission is requested on either platform. A hospital page can show a map pin, but it is the clinic's own coordinates supplied by the hospital, not you — and today that map will not draw at all, because no Maps key is configured in the shipped builds. The address text and the "directions" link still work.

You may move a confirmed appointment once, free of charge, to another time with the same doctor. That one move is free even inside the cancellation window in F4 — moving your appointment is not cancelling it, and we do not charge you for keeping it. It must be the same doctor, because the fee you already paid is attached to that doctor; a different doctor is a cancellation and a new booking, and the F4 bands then decide what money comes back. After that one move, changing the appointment again means cancelling and booking a new one, on the F4 terms.

There is no list of your upcoming appointments in the app. The only route to a booked appointment — its live queue and its Cancel button — is the "Track your appointment" button on the confirmation screen shown immediately after you pay. If you leave that screen, close the app, or sign in on another phone, you cannot get back to that booking in the app at all. From that point cancelling means calling the hospital front desk, or writing to [GRIEVANCE_EMAIL]. Booking History does not fill this gap: it lists only visits whose date has already passed. In the app it shows only the most recent page of them, with no way to load older ones; the website can load older pages, but it too lists past visits only.

You can rate and review a visit you attended, and read other patients' reviews on a doctor's page — but a rating is shown only once a doctor has at least three reviews. There is no Csyte wallet, stored balance, credit, coupon or promo code. The app is English-only, has no biometric or PIN lock of its own, and has no notification settings. Messages we send you ARE readable inside the app: the bell on the home screen opens your inbox.

Csyte does not verify who you are. When an Aadhaar number is required, the app and the server check only that the twelve digits satisfy the standard UIDAI check-digit rule — an arithmetic test that rejects mistyped and invented numbers. We do not perform eKYC, we do not contact UIDAI, and we do not confirm that the number belongs to you or that you are who you say you are. No biometric or OTP identity check happens anywhere in Csyte.

Correcting your records. Correct your own details from Account → Edit my details; edit or remove a family member from their entry in your patient list. A written route to the grievance officer in I7 remains available for anything the screens do not cover.

I2. Your Data Rights, and How to Use Them Today

Under the Digital Personal Data Protection Act 2023 you may see your data, correct it, withdraw your consent, and have your account erased. Csyte honours all four, but on this website only three of them are buttons: see and download everything from Account → Download my data; withdraw consent with one tap on the Account page; erase with Account → Delete my account. Correction is the exception, and only here — this website has no correction screen for anyone, while the Csyte app now corrects both your own record (Account → Edit my details) and a family member (Account → Manage patient list). From this website a correction means a written request. See the grievances clause.

Access. Open Account and tap "View full profile". That shows what we hold about you as a patient: name, phone, age, father's name, gender, address, the email address on your sign-in if we have one, and your Aadhaar shown only in masked form as XXXX-XXXX-1234 — never the full number, which we cannot display at all. If we hold no Aadhaar for someone (anyone under ten, or after erasure), that line is simply absent. The block appears only once your own registration is complete. Everything else — your appointments, your payments and invoices, the other people on your patient list, our access logs — is in the file Account → Download my data produces on the website.

Correction. Both records are corrected in the Csyte app, and both take effect immediately: your own from Account → Edit my details, a family member from their entry in Account → Manage patient list. Each form re-states every field rather than changing one, so it asks for the full Aadhaar again — a phone never holds more than the masked last four digits. This website still has neither screen, so a correction begun here means writing to the grievance officer, and we will correct it for you. Correcting a record does not rewrite your past appointments in full — B4 sets out exactly what an old appointment keeps.

Withdrawing consent. One tap: Account → Withdraw consent, in the app and on the website — as easy as granting it, which is what the law requires. Know the consequence before you tap: withdrawal clears your recorded consent, and from that moment registering, adding anyone to your patient list, holding a slot and paying for any new booking all stop working. You are taken to the terms screen, where consent can be granted again at any time — withdrawal is reversible, and nothing is deleted by it. Appointments already confirmed and paid for are unaffected.

Erasure. Account → Delete my account, in the app and on this website — and a written request to [GRIEVANCE_EMAIL] does the same thing if you would rather ask. One rule to know in advance: erasure is refused while you still have a confirmed, or paid-but-not-yet-confirmed, appointment dated today or later. That check counts days in UTC rather than Indian time, so in the hours between midnight and 05:30 IST it may still treat the day just gone as current and refuse. Cancel the appointment first — we will not delete an account in a way that quietly moves money — and remember from I1 that cancelling may mean calling the hospital front desk. Read I3 before you ask. Erasure cannot be undone, and not everything goes. If you later sign in again with the same phone number you get a fresh, unconsented account on the same internal identifier: nothing erased comes back, and you must consent again before you can book.

I3. What We Keep, and What Survives Erasure

When your account is erased we clear the personal parts. Your account name, email, phone and photo, and your recorded consent, are cleared. Every row on your patient list — your own and each family member's — is emptied of name, father's name, age, gender, phone, address, and the encrypted Aadhaar number together with its last four digits. On every appointment, the patient's name is replaced with a marker reading "[erased]" and the encrypted symptom notes are removed. Any reviews left from your account are deleted outright, and the affected doctors' rating averages are recalculated from what remains. Your sessions are revoked, and your saved push device and your notification inbox are deleted. What is erased is gone — we cannot bring it back.

Some things stay. Payment and invoice records are kept in full, because Indian tax and financial-record law requires it.

The booking records themselves also stay — which doctor, which hospital, which date, what status, and the age recorded on each appointment — along with the internal booking-attempt records that payments are reconciled against, and the emptied patient-list rows themselves. We also keep our access log: it records that an action happened, against which record number, by whom and for what purpose, and never the values that were read or erased. There is an entry recording that your erasure took place.

Everything retained stays linked to the internal identifier your sign-in creates, not to your name, which has been cleared from it.

I4. Suspension and Ending Your Account

You can stop using Csyte whenever you want. Log out from the Account screen, or ask for erasure as described in I2.

Logging out does not cancel a booked appointment. Cancel it separately — through the confirmation screen if you still have it open, otherwise by calling the hospital front desk, or by writing to [GRIEVANCE_EMAIL]. If you neither attend nor cancel, the booking is marked a no-show and no money is returned to you at all; the cancellation bands in F4 apply only to an actual cancellation, never to a no-show.

We may suspend or disable an account: for suspected payment fraud; for details we have reason to believe are false, including an Aadhaar number that fails its check digit (we do not verify Aadhaar with UIDAI, so this is a judgement we make from the information available, not the result of an identity check); for repeated bookings you never intend to attend; for abuse of clinic or support staff; or for attempts to attack or interfere with the service. A disabled account is refused at sign-in with a short "account disabled" message and no explanation of the reason.

Csyte's builds also contain device-integrity checks and certificate pinning, both of which ship switched off and enforce nothing today. If we turn them on we will say so in a revision to these terms; until then no phone is blocked by them.

Suspension refunds nothing by itself. Money already paid is handled only by the cancellation bands in F4. If you believe a suspension is wrong, write to [GRIEVANCE_EMAIL] and we will look at it again.

I5. Medical Disclaimer and Our Liability

Csyte is a booking platform. It does not practise medicine, gives no medical advice, and does not decide whether you need a doctor, which doctor, or how urgently. Nothing in the app is a diagnosis, a treatment plan or an opinion on your health. Your care is between you and the hospital and doctor you choose; they are responsible for the consultation, for anything they prescribe, and for their own qualifications and availability. Profiles, fees, timings and ratings come from the hospital, and we do not independently verify them.

In an emergency, do not use this app. Call your local emergency number or go straight to the nearest hospital. Booking a slot is not a way to get urgent help, and nobody at Csyte is watching your booking for signs of distress.

Parts of the app are incomplete, so do not depend on them. Push notifications are switched off in the shipped configuration and may never arrive; there is no notification inbox in the app to check instead. Booking History shows only past visits — one page only in the app, though the website can page back through older ones. There is no upcoming-appointment list, so a booking can become unreachable in the app as described in I1. The map on a hospital page will not load. The in-app support chat is an automated stand-in and the support number is a placeholder — see I7.

Our liability to you for any booking is limited to the platform charge you paid on that booking — our own service fee, being 5% of the consultation fee plus 18% GST on that fee. This does not limit the hospital's or doctor's own responsibility to you, and it takes nothing away from your rights under Indian consumer-protection law.

I6. Changes to These Terms

These terms will change as Csyte changes, and several things described here as missing are meant to arrive later.

Every version of this document carries a version number, and any consent recorded for you is recorded against that number. Our servers refuse to record consent to any version we have not published, and the version currently in force is patient-tnc-1.4.

The app displays this document and records your acceptance. The terms screen shows the current version and its effective date; your Account page shows the version you accepted. When a new version is published, the app and the website re-present it for acceptance before you can continue booking — you do not need to ask which version is current, the product will not let a superseded acceptance stand.

When a change materially affects you — money, cancellation, or how your data is handled — we move the minimum accepted version forward. In practice that means registering, adding anyone to your patient list, and paying for a new booking stop working until fresh consent is recorded against the new version. The app and website re-present the updated document for acceptance, so restoring your ability to book is one acceptance away. Smaller corrections leave your existing acceptance intact and take effect when published.

If you do not accept a new version, stop booking and ask for erasure under I2. Appointments already confirmed stay under the terms that were in force when you booked them.

I7. Governing Law, Courts and Grievances

These terms are governed by Indian law. Csyte is offered in India only, under the Digital Personal Data Protection Act 2023, the Aadhaar Act and its rules on the handling of Aadhaar numbers, the Information Technology Act and its data-security rules, and Indian consumer-protection law. No foreign privacy law applies to this service, and Csyte makes no claim of HIPAA or GDPR compliance — neither governs your relationship with us. The Telemedicine Practice Guidelines 2020 are not engaged today, because Csyte offers no teleconsultation of any kind (see I1).

Appointment times, cancellation cut-offs and the "today" used to decide what has become a past visit are all Indian Standard Time as the clinic keeps it, never your phone's timezone — including for a patient travelling abroad. One internal exception, stated plainly: the check that blocks erasure while you have an upcoming appointment counts calendar days in UTC, so between midnight and 05:30 IST it can behave as though the previous day has not ended. This is described in I2.

Disputes go to the courts with jurisdiction over [REGISTERED_ENTITY_NAME]'s registered office at [REGISTERED_ADDRESS]. This does not stop you approaching a consumer forum where you live.

Complain to us first — it is faster. Grievance Officer: [GRIEVANCE_OFFICER_NAME], [GRIEVANCE_EMAIL], [REGISTERED_ADDRESS]. Email is the reliable route, and the one to use for every right in I2, for corrections, for cancelling an appointment you can no longer reach in the app, and for asking which version of these terms is current.

Do not rely on the in-app help screen for anything that matters. The number it dials ([SUPPORT_PHONE]) is a placeholder that does not connect to us. The in-app chat replies to you automatically and reaches no person at all — messages sent there are not delivered to any agent and are not stored. The email link on that screen goes to a general support mailbox, not to the grievance officer; for the rights in I2, write to [GRIEVANCE_EMAIL].

If we do not resolve a data-protection complaint to your satisfaction, you may escalate to the Data Protection Board of India.