1. Introduction
1.1 This Payment and Payout Policy ("Policy") governs all payment transactions and payout disbursements made through or by AYKA Clyvora Private Limited ("Company", "AYKA", "We", "Our", or "Us") across its platforms — AYKA Expert, AYKA Life, AYKA Care, and AYKA Alliance.
1.2 This Policy applies to: (a) patients making payments for consultations on AYKA Care; (b) doctors and clinics paying subscription fees on AYKA Expert and AYKA Life; (c) doctors receiving payouts for consultations facilitated through AYKA Care; and (d) franchise partners receiving commission payouts through AYKA Alliance.
1.3 This Policy is to be read alongside the Subscription Terms, Refund and Cancellation Policy, Terms of Use applicable to each user type, and the Privacy Policy. In the event of conflict with any other document, this Policy prevails in respect of payment and payout matters.
1.4 All amounts under this Policy are in Indian Rupees (₹) unless stated otherwise. AYKA does not accept or process foreign currency transactions.
2. Accepted Payment Methods
The following payment methods are accepted across AYKA platforms:
| Payment Method | Available For | Processing Time | Notes |
|---|---|---|---|
| UPI (GPay, PhonePe, Paytm, etc.) | All platforms | Instant | Recommended for patients |
| Debit / Credit Card (Visa, MC, RuPay) | All platforms | Instant | 3D Secure authentication required |
| Net Banking | All platforms | Instant – 2 hrs | Subject to bank processing |
| NEFT / RTGS / IMPS | Subscription (Enterprise only) | Same day / Next day | Prior arrangement with support required |
| AYKA Wallet | AYKA Care (patients) | Instant | Credits from refunds / promotions only |
2.1 Payment processing across all AYKA platforms is handled exclusively by Razorpay Software Private Limited ("Razorpay"), the Company's authorised payment gateway partner, which is a Reserve Bank of India-authorised Payment Aggregator and is PCI-DSS certified. AYKA does not store, access, or retain any card number, CVV, or banking credentials — all payment and card data is collected, tokenised, and processed directly by Razorpay in accordance with PCI-DSS standards. Should AYKA engage any additional or replacement payment gateway in the future, this Policy will be updated and users notified.
2.2 AYKA reserves the right to add, modify, or withdraw accepted payment methods at any time. Users will be notified of any change through Platform notifications at least fifteen (15) days in advance.
2.3 For enterprise subscription plans requiring NEFT/RTGS payment, the subscriber must contact support@aykacare.in at least three (3) working days before the payment due date to obtain bank account details and arrange offline transfer. Failure to do so may result in service suspension.
3. GST, Taxes, & Invoicing
3.1 GST Rate and SAC Code: All payments for SaaS subscriptions (AYKA Expert, AYKA Life) attract GST at 18% under SAC Code 998314 (Software as a Service / Online Information and Database Access or Retrieval Services). Consultation fees on AYKA Care attract GST at 18% under SAC Code 999311 (health and allied services via digital platform, as applicable). Franchise fees under AYKA Alliance attract GST at 18% under SAC Code 999791 (franchise services).
3.2 Invoice Issuance: GST-compliant tax invoices will be issued within twenty-four (24) hours of each successful payment to the registered email address. The invoice will include the Company's GSTIN, applicable SAC code, GST rate, and the subscriber's GSTIN (if provided).
3.3 Subscribers who are GST-registered businesses must provide their GSTIN at the time of registration to receive a B2B invoice and claim Input Tax Credit (ITC). AYKA will not issue revised invoices for GSTIN details submitted after the original invoice has been issued.
3.4 TDS on Payments to AYKA: Subscribers who are required under the Income Tax Act, 1961 to deduct TDS on payments to AYKA must: (a) deduct TDS at the applicable rate; (b) deposit TDS to the government within the statutory deadline; and (c) provide Form 16A or equivalent TDS certificate to AYKA within sixty (60) days of the end of the relevant quarter. Failure to provide TDS certificates may result in AYKA pursuing recovery of the grossed-up tax amount.
3.5 Any new taxes or levies imposed by the government after the Effective Date will be added to applicable charges and reflected in subsequent invoices without separate notice.
4. Failed Payments & Duplicate Transactions
4.1 Amount Debited but Service Not Activated: If a payment is debited from your account but the corresponding subscription or consultation access is not activated due to a payment gateway or Platform error, AYKA will credit the full amount to your AYKA Wallet within seven (7) working days of the failed transaction being confirmed. Report such failures to support@aykacare.in with your transaction reference number and bank statement screenshot.
4.2 Duplicate Payments: If the same transaction is processed more than once due to a system error or network issue, the duplicate amount will be credited to your AYKA Wallet within seven (7) working days of the duplicate being confirmed. Duplicate payment claims must be raised within thirty (30) days of the transaction date with supporting bank statements.
4.3 AYKA is not responsible for payment failures caused by the user's bank, payment gateway downtime, incorrect UPI ID or account details, or insufficient funds. In such cases, the user must retry the payment. No credit or compensation is provided for payment failures attributable to the user.
4.4 Auto-Renewal Payment Failure: If an auto-renewal payment fails, AYKA will retry the payment for a grace period of seven (7) days. During this period, access to the Platform continues. If payment remains unsuccessful after seven (7) days, the account will be suspended as per the Subscription Terms.
5. Doctor Consultation Fee Split
The following fee-sharing structure applies to consultation fees paid by patients through AYKA Care, where the consulting doctor uses the AYKA Expert or AYKA Care platform:
| Doctor Type | Condition | AYKA Share | Doctor Share | Example (₹500 consult) |
|---|---|---|---|---|
| Subscribed Doctor | Active paid subscription on AYKA Expert | 20% | 80% | AYKA: ₹100 | Doctor: ₹400 |
| Free / Unsubscribed Doctor | No active subscription — using free tier | 50% | 50% | AYKA: ₹250 | Doctor: ₹250 |
5.1 Calculation Basis: The fee split is calculated on the net consultation fee — i.e., the amount paid by the patient after any platform discounts or promotional credits applied at the time of booking. GST is collected and remitted by AYKA and is not part of the split calculation.
5.2 Subscription Status Determination: A doctor's subscription status is assessed at the time the consultation is completed (not at the time of booking). If a doctor's subscription lapses between booking and completion of the consultation, the 50:50 split will apply to that consultation.
5.3 Minimum Payout Threshold: Payouts to doctors are processed when the accumulated earnings balance reaches a minimum threshold of ₹500. Balances below ₹500 will carry forward to the next payout cycle. Doctors may view their earnings balance and payout history in their AYKA Expert account dashboard.
5.4 AYKA reserves the right to modify the fee split structure with thirty (30) days' prior notice to registered doctors. The revised split will apply to consultations completed after the effective date of the change. Consultations booked before the change but completed after will be subject to the split in effect at the time of booking confirmation.
6. Doctor Payout Policy
6.1 Payout Cycle
6.1.1 Doctor payouts are processed on a bi-weekly basis (every 15 days), on the 1st and 16th of each calendar month, or the next working day if these dates fall on a public holiday or weekend. Earnings from consultations completed up to two (2) working days before the payout date will be included in that payout cycle.
6.1.2 Earnings from consultations completed after the cut-off date for a given cycle will be included in the following payout cycle. No advance payouts will be processed.
6.2 Bank Account Verification
Before any payout can be processed, the doctor must complete bank account verification through the AYKA Expert platform:
- Provide full bank account details: account holder name (must match registered name), account number, IFSC code, and bank name;
- Upload a cancelled cheque or bank passbook front page as proof of account ownership;
- Complete the AYKA Verify process — AYKA will initiate a ₹1 test transfer to verify the account; and
- Confirm the test transfer amount in the platform within forty-eight (48) hours.
6.2.1 Payouts will not be processed until bank verification is complete. AYKA is not responsible for any delays in payout caused by the doctor's failure to complete verification or provide accurate bank details. Incorrect details resulting in failed transfers will be retried once.
6.3 TDS Deduction on Doctor Payouts
6.3.1 Doctor payouts constitute professional fees under Section 194J of the Income Tax Act, 1961. AYKA will deduct TDS at the applicable rate (currently 10% for doctors with valid PAN; 20% for doctors without PAN or where PAN is invalid) on each payout. TDS is deducted on the gross earnings before the AYKA platform fee.
6.3.2 TDS Certificate: AYKA will issue Form 16A to each doctor within fifteen (15) days of the end of each quarter (i.e. by 15 July, 15 October, 15 January, and 15 April), covering TDS deducted. Form 16A will be available for download in the doctor's account dashboard.
6.3.3 Doctors who are exempt from TDS must provide a valid Form 15G/15H or Section 197 certificate at the beginning of each financial year. Exemptions cannot be applied retrospectively.
6.3.4 Higher Rate for Non-Filers (Section 206AB): If a doctor falls within the definition of a "specified person" under Section 206AB (has not filed returns for preceding two years and TDS/TCS exceeds ₹50,000 in each year), TDS will be deducted at the higher of twice the applicable rate or 5%.
6.4 Payout Disputes
6.4.1 Doctors who wish to dispute a payout amount must raise a ticket at support@aykacare.in with the subject line "Payout Dispute — [Doctor Name] — [Payout Date]" within fifteen (15) days of the payout date. Disputes raised after this period may not be entertained.
6.4.2 AYKA will investigate payout disputes within ten (10) working days and will either confirm the payout is correct or process a corrective payment in the next payout cycle.
6.5 Payout Hold and Suspension
6.5.1 AYKA reserves the right to hold or suspend payouts in the following circumstances:
- the doctor's account is under investigation for fraud, patient complaints, or regulatory non-compliance;
- a court order or regulatory direction requires the hold;
- the doctor's bank account details are unverified or have failed verification;
- AYKA has a legitimate set-off claim against the doctor (e.g. for indemnification obligations under the Terms of Use); or
- the doctor's subscription has been terminated for breach of the Terms of Use.
6.5.2 AYKA will notify the doctor of any payout hold within forty-eight (48) hours and will specify the reason and expected duration. Held payouts will be released within seven (7) working days of resolution, subject to legal obligations.
7. Alliance Partner Payout Policy
7.1 Commission Settlement Cycle
7.1.1 Alliance Partner commissions are settled on a monthly basis, on or before the 10th of each calendar month for commissions earned in the preceding calendar month. Commission statements will be shared with partners via email and through their Alliance Partner dashboard by the 5th of each month.
7.1.2 Commission is calculated on the basis of verified revenue attributable to the Partner's territory or direct referrals. Disputed revenue calculations must be raised within fifteen (15) days of the commission statement being shared.
7.2 TDS on Commission Payouts
7.2.1 Alliance Partner commission payouts are subject to TDS under Section 194H of the Income Tax Act, 1961 (commission or brokerage). TDS will be deducted at the applicable rate (currently 5% for partners with valid PAN; 20% for partners without a valid PAN).
7.2.2 Form 16A covering TDS deducted on commission payouts will be issued quarterly, within fifteen (15) days of the end of each quarter.
7.3 GST on Commission
7.3.1 Alliance Partners who are GST-registered must raise a valid GST invoice to AYKA for commission amounts payable. Commission income is taxable at 18% GST under SAC Code 999791 (franchise services / business support services). AYKA will not process commission payouts to GST-registered partners without receipt of a valid GST invoice.
7.3.2 Alliance Partners below the GST registration threshold are not required to raise a GST invoice. AYKA will internally account for GST under the reverse charge mechanism where applicable under law.
7.4 Security Deposit and Deductions
7.4.1 The Security Deposit paid by Alliance Partners at the time of executing the Franchise Agreement is held by AYKA as security against outstanding dues, penalties, or damages. AYKA reserves the right to deduct from the Security Deposit any amounts lawfully due to it upon expiry or termination of the Franchise Agreement.
7.4.2 The Security Deposit, net of any lawful deductions, will be returned to the Partner within forty-five (45) days of final settlement following expiry or termination of the Franchise Agreement.
7.5 Payout Disputes — Alliance
7.5.1 Commission disputes must be raised in writing to support@aykacare.in within fifteen (15) days of the commission statement date. Disputes not raised within this window will be deemed accepted.
7.5.2 Disputed amounts will be investigated within fifteen (15) working days. Confirmed errors will be corrected in the following month's commission payout.
8. Fraud Prevention & Account Freezing
8.1 Fraud Detection: AYKA employs automated fraud detection systems to monitor payment and payout transactions for suspicious activity, including but not limited to: unusual consultation volumes, abnormal payout patterns, duplicate patient accounts, and mismatched identity verification data.
8.2 Where AYKA's fraud detection systems flag a transaction or account, AYKA reserves the right to:
- place a temporary hold on pending payouts pending investigation;
- suspend the relevant account pending verification;
- request additional identity or documentation verification from the affected user; and
- in cases of confirmed fraud, permanently terminate the account, reverse fraudulent transactions, and refer the matter to law enforcement.
8.3 Notification: AYKA will notify the affected user of any account freeze or payout hold within forty-eight (48) hours, specifying the reason and the information required to resolve the matter. AYKA will complete its investigation and communicate an outcome within ten (10) working days of the hold being placed, except where a law enforcement or regulatory investigation requires a longer hold.
8.4 AYKA will not be liable for any loss suffered by a user as a result of a payout hold or account freeze implemented in good faith on the basis of a fraud alert, provided that AYKA acts reasonably and resolves the matter promptly upon receipt of satisfactory verification.
9. Currency & Foreign Transactions
9.1 All transactions on AYKA's platforms — both incoming payments and outgoing payouts — are conducted exclusively in Indian Rupees (₹). AYKA does not accept payments in foreign currency and does not make payouts in foreign currency.
9.2 Users attempting to make payment using a foreign-issued card will be charged in INR at the exchange rate applied by their card-issuing bank or payment network. Any foreign exchange fees, conversion charges, or cross-border transaction fees charged by the user's bank are the user's own responsibility and will not be reimbursed by AYKA.
9.3 Non-Resident Indians (NRIs) or Overseas Citizens of India (OCIs) using AYKA's platforms must ensure their payments comply with applicable FEMA (Foreign Exchange Management Act, 1999) regulations. AYKA does not provide advice on FEMA compliance.
10. Modifications to This Policy
10.1 AYKA reserves the right to modify this Policy at any time. Material changes — including changes to the fee split, payout cycle, TDS rates, or payment methods — will be communicated to affected users at least thirty (30) days in advance via registered email and Platform notice.
10.2 Changes to TDS rates mandated by the Income Tax Department will take effect from the date specified by law, with notice to affected users as soon as practicable.
10.3 Continued use of the Platform after the effective date of any modification constitutes acceptance of the revised Policy.
11. Grievance Officer
For all payment and payout queries, disputes, or complaints, please contact:
Aakash Yadav
Grievance Officer & Data Protection Officer
Company
AYKA Clyvora Private Limited
Email Address
support@aykacare.inPhone Number
+91 92207 82066
Working Hours
Mon to Sat, 10:00 AM to 6:00 PM IST
Postal Address
AYKA Clyvora Private Limited, 5/1115, Khalapar Mohalla, Memaran, Saharanpur, Uttar Pradesh — 247001
Payment disputes will be acknowledged within forty-eight (48) hours and resolved within fifteen (15) working days. Payout disputes will be resolved within ten (10) working days of all required information being received.