Grievance Redressal Policy

1. OUR COMMITMENT

AYKA Clyvora Private Limited ("Company", "AYKA", "We", "Us") is committed to resolving all grievances from its users — patients, doctors, clinic administrators, and franchise partners — in a fair, timely, and transparent manner.

We believe that every grievance is an opportunity to improve our platforms and our relationships with users. No complaint will be dismissed without proper consideration, and every user has the right to be heard and to receive a substantive response.

This Grievance Redressal Policy ("Policy") sets out: (a) the types of grievances that can be raised; (b) how to file a grievance; (c) the timelines for acknowledgement and resolution; (d) the escalation framework; and (e) the external authorities to which unresolved grievances may be escalated.

2. GRIEVANCE OFFICER AND DATA PROTECTION OFFICER

In compliance with Section 13 of the Digital Personal Data Protection Act, 2023, Rule 3(2)(b) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, and Rule 5(9) of the SPDI Rules, 2011, AYKA has designated the following individual as its Grievance Officer and Data Protection Officer:

GRIEVANCE OFFICER & DATA PROTECTION OFFICER

Name: Aakash Yadav

Designation: Grievance Officer & Data Protection Officer

Company: AYKA Clyvora Private Limited

Email: support@aykacare.in

Phone: +91 92207 82066

Postal Address: 5/1115, Khalapar Mohalla, Memaran, Saharanpur, Uttar Pradesh — 247001, India

Working Hours: Monday to Saturday, 10:00 AM to 6:00 PM IST (except national public holidays)

Response Language: English and Hindi

The Grievance Officer is responsible for receiving, acknowledging, investigating, and resolving all grievances submitted by users. The Grievance Officer also handles all requests relating to Personal Data rights under the DPDP Act, 2023.

3. SCOPE — WHAT CAN BE GRIEVED

Any registered or prospective user of AYKA's platforms may file a grievance in relation to any of the following matters:

3.1 Data Privacy and DPDP Act Rights

• Denial of or delay in responding to a request to access Personal Data;
• Denial of or delay in correcting or updating inaccurate Personal Data;
• Denial of or delay in erasing Personal Data upon request;
• Unlawful processing of Personal Data without consent or without a valid legal basis;
• Failure to notify of a Personal Data Breach affecting the complainant;
• Denial of the right to nominate under Section 14 of the DPDP Act; and
• Any other violation of the complainant's rights as a Data Principal under the DPDP Act, 2023.

3.2 Platform and Service Quality

• Failure of a subscribed feature to function as described;
• Repeated or extended platform downtime causing disruption to clinical or business operations;
• Unauthorised changes to account settings or subscription plans;
• Failure to activate a subscription or consultation access despite successful payment; and
• Any other deficiency in the quality or availability of AYKA's services.

3.3 Billing and Payment Disputes

• Incorrect billing or duplicate charges;
• Non-credit of AYKA Wallet credits within the promised timeline;
• Failure to issue a GST-compliant invoice within twenty-four (24) hours of payment;
• Disputes regarding subscription plan features or pricing; and
• Any other payment or refund matter not resolved through the Refund and Cancellation Policy.

3.4 Doctor Conduct (Patients Only)

• Unprofessional conduct during a telemedicine consultation;
• Alleged violation of patient confidentiality by a consulting RMP;
• Failure to join a confirmed consultation without adequate notice (doctor no-show);
• Alleged inappropriate prescribing; and
• Any conduct by an RMP on the Platform that causes concern for patient safety or wellbeing.

3.5 Content and Platform Safety

• Offensive, unlawful, or harmful content encountered on the Platform;
• Suspected fraud, impersonation, or misrepresentation by another user;
• Unauthorised access to or misuse of the complainant's account; and
• Any violation of the Terms of Use by another user.

3.6 Franchise and Alliance Matters

• Disputes relating to territory allocation, commission payments, or performance obligations under the AYKA Alliance framework;
• Alleged breach of the Franchise Agreement by AYKA; and
• Any other matter arising from the Franchise relationship not covered by the Terms of Use for Franchise Partners.

4. HOW TO FILE A GRIEVANCE

4.1 Grievances may be filed through any of the following channels:

• Online: Through the in-app "Help & Support" or "Report a Problem" feature available in AYKA Care and AYKA Expert;
• Email: By sending an email to support@aykacare.in with the subject line "Grievance — [Your Name] — [Nature of Grievance]"; or
• Post: By sending a written complaint by registered post or courier to the Grievance Officer at the address in Section 2.

4.2 To enable efficient processing, your grievance should include the following information:

• Your full name and registered mobile number or email address;
• The platform or service to which the grievance relates (AYKA Care, AYKA Expert, AYKA Life, or AYKA Alliance);
• A clear and concise description of the grievance, including dates, relevant transaction or booking IDs, and the names of any AYKA personnel or third parties involved;
• The outcome you are seeking (e.g., refund, data deletion, correction, account restoration); and
• Any supporting documents, screenshots, or evidence relevant to the grievance.

4.3 Grievances may be filed in English or Hindi. The Company will endeavour to respond in the language in which the grievance was filed.

4.4 Anonymous grievances will not be processed as we are unable to investigate or respond without identifying the affected user. However, if you wish to report a concern about another user's conduct without identifying yourself, you may use the in-app report feature, and AYKA will investigate as appropriate without disclosing the reporter's identity.

5. ACKNOWLEDGEMENT AND RESOLUTION TIMELINES

AYKA is committed to resolving grievances as quickly as possible. The timelines below are maximum targets. Many grievances will be resolved sooner than the stated maximum.

5.1 Acknowledgement: All grievances received through any channel will be acknowledged within forty-eight (48) hours of receipt. The acknowledgement will include a unique grievance reference number for tracking purposes.

5.2 Standard Resolution: AYKA will endeavour to resolve all grievances within thirty (30) days of receipt of a complete grievance (including all required information and supporting documentation).

5.3 Complex Matters: Where a grievance involves a complex investigation — such as a data breach allegation, a clinical conduct complaint, or a franchise dispute — the Grievance Officer may extend the resolution timeline beyond thirty (30) days. In such cases, the complainant will be notified of the extension and the reason for it, and will receive progress updates every fifteen (15) days.

5.4 Patient Safety Concerns: Grievances raising concerns about immediate patient safety — including alleged inappropriate prescribing or a clinical emergency — will be triaged immediately upon receipt and escalated to the relevant team within two (2) hours. A response will be provided within twenty-four (24) hours.

5.5 Data Breach Grievances: Grievances relating to a suspected Personal Data Breach will be acknowledged within twenty-four (24) hours and investigated on a priority basis, consistent with AYKA's Data Breach Response procedure under the Data Processing and Security Policy.

6. ESCALATION FRAMEWORK

If you are not satisfied with the response received at any level, you may escalate your grievance to the next level. The full escalation framework is set out below:

6.1 To escalate from Level 1 to Level 2, you must first allow the Customer Support Team the full seven (7) working days to resolve your grievance. If unresolved or unsatisfactorily resolved, you may escalate by emailing support@aykacare.in with the subject line "ESCALATION — Grievance Ref: [Your Reference Number]".

6.2 To escalate to Level 3 (Senior Management), you must have first raised the matter with the Grievance Officer (Level 2) and allowed thirty (30) days for resolution. Escalation to Level 3 must be made in writing to the Company's registered address, marked for the attention of the Founder and Managing Director.

6.3 External escalation options are available at any time and are not conditional on completing the internal escalation process. However, AYKA encourages users to attempt internal resolution first, as most grievances can be resolved promptly through the internal mechanism.

7. EXTERNAL AUTHORITIES AND REGULATORY BODIES

Users may approach the following external authorities independently of AYKA's internal grievance process:

7.1 Data Protection Board of India (DPDP Act Matters)

For complaints relating to the processing of Personal Data, violations of Data Principal rights under the DPDP Act, 2023, or non-compliance with the DPDP Act by AYKA, users may approach the Data Protection Board of India after exhausting AYKA's internal grievance mechanism.

Website: www.dpb.gov.in

Jurisdiction: Complaints under the Digital Personal Data Protection Act, 2023

7.2 Consumer Disputes Redressal Commission (Consumer Matters)

Patients and individual consumers who are dissatisfied with AYKA's services may approach the appropriate Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019, for adjudication of consumer disputes.

National Consumer Helpline: 1800-11-4000 / 14404

Online Portal: www.consumerhelpline.gov.in

E-Daakhil (Online Filing): www.edaakhil.nic.in

7.3 National Medical Commission / State Medical Council (Doctor Conduct)

For complaints of clinical negligence, professional misconduct, or ethical violations by a Registered Medical Practitioner consulted through AYKA's platforms, patients may file a complaint with the NMC's Ethics and Medical Registration Board (EMRB) or the relevant State Medical Council.

NMC Website: www.nmc.org.in

State Medical Councils: Contact the Medical Council of the relevant state/UT

7.4 CERT-In (Cybersecurity Incidents)

For cybersecurity incidents or data breaches involving AYKA's platforms that have not been adequately addressed through the internal mechanism, users may report to CERT-In.

CERT-In Email: incident@cert-in.org.in

CERT-In Website: www.cert-in.org.in

7.5 Reserve Bank of India (Payment Disputes)

For unresolved payment disputes involving a payment gateway or bank transaction, users may approach the relevant payment gateway's grievance mechanism or the Reserve Bank of India's Banking Ombudsman scheme.

RBI Banking Ombudsman: cms.rbi.org.in

8. CONFIDENTIALITY OF GRIEVANCES

8.1 The identity of the complainant and the details of the grievance will be treated as confidential and will be shared only with those AYKA personnel and third parties who have a legitimate need to know for the purpose of investigating and resolving the grievance.

8.2 Where a grievance involves allegations against a specific AYKA employee, contractor, or RMP, the identity of the complainant may need to be disclosed to that person in the course of a fair investigation. The Grievance Officer will inform the complainant before making any such disclosure and will seek their view.

8.3 Information shared in the course of a grievance will not be used for any purpose other than investigation and resolution of the grievance, except where disclosure is required by law or a court order.

9. NON-RETALIATION POLICY

9.1 AYKA is committed to a non-retaliation policy. No user will face adverse treatment — including account suspension, service degradation, or discriminatory pricing — as a result of filing a good-faith grievance against AYKA or any of its personnel, contractors, or service providers.

9.2 Any AYKA employee or contractor found to have retaliated against a user for filing a grievance will be subject to disciplinary action, up to and including termination of employment or engagement.

9.3 This non-retaliation protection does not extend to grievances that are found to be deliberately false, malicious, or vexatious. See Section 10 for the treatment of frivolous complaints.

10. FRIVOLOUS AND VEXATIOUS COMPLAINTS

10.1 AYKA reserves the right to dismiss complaints that are found to be: (a) patently frivolous, vexatious, or made in bad faith; (b) repetitive complaints on the same matter where a final resolution has already been communicated; (c) complaints that do not fall within the scope of this Policy; or (d) complaints accompanied by abusive, threatening, or discriminatory language directed at AYKA personnel.

10.2 Before dismissing a complaint as frivolous, the Grievance Officer will: (a) review the complaint thoroughly; (b) give the complainant an opportunity to provide additional information or clarification; and (c) document the basis for the determination of frivolousness.

10.3 A determination of frivolousness does not affect the complainant's right to approach external authorities listed in Section 7.

11. GRIEVANCE REGISTER AND RECORD KEEPING

11.1 AYKA maintains a Grievance Register recording all grievances received, the date of receipt, the nature of the grievance, the status of resolution, and the outcome. The Grievance Register is maintained in a secure, access-controlled system.

11.2 The Grievance Register is available for inspection by regulatory authorities — including the Data Protection Board, CERT-In, and Consumer Commissions — upon lawful request.

11.3 Grievance records are retained for a minimum period of three (3) years from the date of final resolution, in compliance with applicable record-keeping obligations.

11.4 A summary of grievances received and resolved is reviewed by senior management on a quarterly basis as part of AYKA's continuous quality improvement programme.

12. MODIFICATIONS TO THIS POLICY

12.1 This Policy will be reviewed at least annually and updated to reflect changes in applicable law, regulatory guidance, or AYKA's grievance redressal practices.

12.2 Material changes will be communicated to registered users at least thirty (30) days before taking effect, via registered email and Platform notice.

12.3 The current version of this Policy supersedes all prior versions. The version history is maintained in the document footer.

AYKA Clyvora Private Limited — Grievance Redressal Policy — Version 1.0 — Effective: 8 May 2026

CIN: U62099UP2025PTC223390 | www.aykacare.in | www.aykaexpert.in | support@aykacare.in | +91 92207 82066