AYKA Refund & Cancellation

1.1 AYKA Clyvora Private Limited ("Company", "AYKA", "We", "Us") operates Software-as-a-Service (SaaS) subscription platforms and a patient teleconsultation marketplace. The nature of digital services means that value is delivered from the moment access is granted; accordingly, all fees paid are generally non-refundable except as expressly provided in this Policy.

1.2 Non-Refundable as Default: All Subscription Fees paid by doctors, clinics, and hospitals for AYKA Expert and AYKA Life — whether monthly or annual — are non-refundable. No cash refund, pro-rata refund, or service credit will be issued upon cancellation, downgrade, or early termination of a subscription, except as provided in Clause 9 (Platform Downtime).

1.3 Patients — AYKA Wallet Credit Model: All consultation fees paid by patients through AYKA Care are non-refundable as cash. In specified circumstances (doctor no-show, technical failure), eligible amounts will be credited to the patient's AYKA Wallet, which may be used for future consultations on the platform.

1.4 This Policy is to be read alongside the Terms of Use applicable to your user type, the Subscription Terms, and the Privacy Policy, all available at the relevant AYKA platform website. In the event of conflict between this Policy and any Subscription Terms or Terms of Use, this Policy shall prevail in respect of refund and cancellation matters.

1.5 Nothing in this Policy limits or excludes any rights You may have as a consumer under the Consumer Protection Act, 2019, including the right to approach the appropriate Consumer Disputes Redressal Commission. Statutory consumer rights are preserved in all circumstances.

2.1 What is the AYKA Wallet: The AYKA Wallet is an in-platform credit account associated with each registered user's profile on AYKA Care. Wallet credits are denominated in Indian Rupees (₹) and may be used exclusively for booking consultations and availing services on the AYKA Care platform.

2.2 Wallet credits are non-transferable between user accounts and cannot be converted to cash, redeemed for cash value, or transferred outside the AYKA platform ecosystem.

2.3 Validity: Wallet credits issued under this Policy are valid for a period of twelve (12) months from the date of credit. Unused credits will expire at the end of this validity period. The Company will send a reminder notification at least fourteen (14) days before expiry.

2.4 The Company reserves the right to modify the terms, validity period, or permitted uses of AYKA Wallet credits with thirty (30) days' prior notice. Any modification will not affect credits already earned and credited to the Wallet before the effective date of the modification.

2.5 Wallet Credit Timeline: All Wallet credits issued under this Policy will be reflected in the Subscriber's or Patient's AYKA Wallet within the timelines specified in each relevant clause. In all cases, credits will be issued within a maximum of seven (7) working days of the qualifying event, unless a shorter timeline is specified.

6.1 In the event that AYKA Expert or AYKA Life experiences verified unplanned downtime exceeding seventy-two (72) cumulative hours within a single calendar month attributable solely to the Company's infrastructure, affected Subscribers (Doctors/Clinics) shall be entitled to a pro-rata service credit calculated as a proportion of the monthly Subscription Fee.

6.2 Service credits are Wallet credits only. No cash refund will be provided. Service credits are non-transferable and must be utilised within six (6) months of issuance.

6.3 Claim requests must be raised via support@aykacare.in within fifteen (15) days of the end of the downtime month. Credits are processed within 14 working days of validation.

6.4 Scheduled maintenance windows announced 48 hours in advance do not constitute unplanned downtime.

6.5 Service credits are the Subscriber's sole and exclusive remedy for downtime. The Company is not liable for indirect or consequential losses.

8.1 To request a Wallet credit under this Policy, the eligible user must submit a request through one of the following channels:

• In-app support feature on AYKA Care or AYKA Expert; or
• Email to support@aykacare.in with the subject line: "Wallet Credit Request — [Your Registered Mobile Number] — [Date of Transaction]"

8.2 The request must include the following information:

• Full name and registered mobile number / email address;
• Date and time of the transaction or scheduled consultation;
• Transaction reference number or consultation booking ID;
• Nature of the claim (doctor no-show / technical failure / duplicate payment / failed transaction); and
• Any supporting evidence (screenshots, bank statements, error messages).

8.3 The Company will acknowledge all Wallet credit requests within forty-eight (48) hours and process eligible credits within the timelines specified in this Policy (maximum of seven (7) working days of confirmation).

8.4 Wallet credit requests submitted after the deadline specified in the relevant clause will not be processed. The Company's determination of eligibility is final.

9.1 Where a Wallet credit is issued in lieu of a refund, the Company will issue an appropriate credit note in accordance with the requirements of the Central Goods and Services Tax Act, 2017, where applicable.

9.2 Wallet credits do not constitute a cash refund and the GST treatment of wallet credits will be in accordance with applicable GST regulations as interpreted by the Company's tax advisors. Subscribers are advised to consult their own tax advisors regarding implications on their accounts.

9.3 For B2B Subscribers (doctors and clinics) who have claimed Input Tax Credit on Subscription Fee invoices, the issuance of a service credit (rather than a cash refund) under Clause 6 may have GST implications.

10.1 Nothing in this Refund and Cancellation Policy shall restrict, limit, or exclude any rights that consumers may have under the Consumer Protection Act, 2019, including the right to approach the District, State, or National Consumer Disputes Redressal Commission for resolution.

10.2 This Policy sets out the Company's voluntary refund and credit arrangements and does not override any mandatory statutory rights.

10.3 Patients using AYKA Care are consumers within the meaning of the Consumer Protection Act, 2019, and may approach the appropriate Consumer Disputes Redressal Commission in addition to or instead of the grievance mechanism set out in this Policy.

11.1 The Company reserves the right to modify this Refund and Cancellation Policy at any time. Material changes will be notified to registered users via email and through a prominent notice on the Platform at least thirty (30) days before the change takes effect.

11.2 Continued use of the Platform after the effective date of any modification shall constitute acceptance of the revised Policy. If You do not agree, You must cease use of the Platform.

11.3 Transactions completed before the effective date of any modification will be governed by the version of the Policy in force at the time of the transaction.