Refund and Cancellation Policy

QUICK REFERENCE — REFUND OUTCOMES AT A GLANCE

The following table summarises the refund and credit outcomes under this Policy. Full terms are set out in the sections below.

1. GENERAL PRINCIPLES

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. AYKA WALLET — CREDIT MECHANISM

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.

3. PATIENT CONSULTATION FEE POLICY (AYKA CARE)

IMPORTANT: All consultation fees paid through AYKA Care are non-refundable as cash. Refunds are credited exclusively to the patient's AYKA Wallet in eligible circumstances as set out below.

3.1 Consultation Completed

3.1.1 Where a consultation has been conducted between the patient and a Registered Medical Practitioner (RMP) — whether via video, audio, or text — the consultation fee is non-refundable and no Wallet credit will be issued, regardless of the patient's satisfaction with the clinical outcome.

3.1.2 The Company does not guarantee any specific clinical outcome, diagnosis, or treatment recommendation. Patient dissatisfaction with a medical opinion does not constitute grounds for a refund or Wallet credit. Clinical responsibility rests solely with the treating RMP.

3.2 Doctor No-Show

3.2.1 If a confirmed and paid consultation is not initiated by the RMP within fifteen (15) minutes of the scheduled start time, and the RMP has not notified the patient of a delay or cancellation, the consultation shall be treated as a doctor no-show.

3.2.2 In the event of a confirmed doctor no-show, the patient is entitled to a full Wallet credit of the consultation fee paid, credited to their AYKA Wallet within twenty-four (24) hours of the scheduled appointment time.

3.2.3 Patients may report a doctor no-show through the in-app support feature or by emailing support@aykacare.in within twenty-four (24) hours of the missed appointment. Claims raised after this window may not be processed.

3.3 Technical Failure

3.3.1 If a scheduled consultation cannot be conducted due to a verifiable technical failure attributable to the AYKA Care platform — including server outage, video/audio infrastructure failure, or payment processing failure — and the patient was present and ready at the scheduled time, the patient is entitled to a full Wallet credit of the consultation fee paid, credited within twenty-four (24) hours of the confirmed failure.

3.3.2 Technical failures attributable to the patient's own device, internet connection, browser incompatibility, or third-party network do not qualify for a Wallet credit. The Company will not be liable for consultation failures arising from the patient's failure to meet the technical requirements specified on the Platform.

3.3.3 In cases of disputed technical failure, the Company will review platform logs and make a determination within five (5) working days. The Company's determination, based on server-side records, shall be final.

3.4 Patient No-Show and Late Cancellation

3.4.1 If a patient fails to join a confirmed consultation within fifteen (15) minutes of the scheduled start time, the consultation shall be treated as a patient no-show. No Wallet credit or refund will be issued.

3.4.2 Cancellations made by the patient within two (2) hours of the scheduled consultation time are treated as late cancellations. No Wallet credit or refund will be issued for late cancellations.

3.4.3 Cancellations made by the patient more than two (2) hours before the scheduled consultation time will result in a full Wallet credit of the consultation fee, credited within twenty-four (24) hours of the cancellation.

3.5 RMP-Initiated Cancellation

3.5.1 If an RMP cancels a confirmed consultation before the scheduled time, the patient will receive a full Wallet credit of the consultation fee, credited within twenty-four (24) hours of the cancellation notification.

3.5.2 The Company will additionally notify the patient of the cancellation and facilitate rescheduling with the same or an alternative RMP at the patient's option.

4. SUBSCRIPTION REFUND POLICY — DOCTORS AND CLINICS (AYKA EXPERT / AYKA LIFE)

IMPORTANT: All Subscription Fees paid for AYKA Expert and AYKA Life plans are strictly non-refundable. No cash refund, pro-rata refund, or service credit will be issued for subscription cancellations, downgrades, or early terminations — whether monthly or annual.

4.1 Monthly Subscriptions

4.1.1 Monthly Subscription Fees are charged in advance for each Billing Cycle. Upon cancellation of a monthly subscription, the Subscriber retains access to the Platform until the last day of the paid Billing Cycle. No refund, partial refund, or Wallet credit will be issued for the unused portion of the current Billing Cycle.

4.1.2 Cancellation of a monthly subscription takes effect at the end of the current Billing Cycle. The Platform will not charge the Subscriber for the subsequent Billing Cycle, provided cancellation has been requested at least forty-eight (48) hours before the renewal date.

4.2 Annual Subscriptions

4.2.1 Annual Subscription Fees are charged upfront for the full twelve (12) month Billing Cycle. Annual Subscription Fees are entirely non-refundable. No pro-rata refund, partial refund, service credit, or Wallet credit will be issued for cancellation at any point during the annual Billing Cycle.

4.2.2 Upon cancellation of an annual subscription, the Subscriber retains access to the Platform until the last day of the paid annual Billing Cycle. No compensation will be provided for the remaining unused period.

4.2.3 Subscribers are encouraged to evaluate all Subscription Plans during the Free Trial period (where offered) before committing to an annual subscription.

4.3 Downgrade

4.3.1 Downgrading from a higher-tier to a lower-tier Subscription Plan takes effect at the commencement of the next Billing Cycle. No refund or credit will be issued for the difference in Subscription Fee for the remainder of the current Billing Cycle.

4.4 Termination by Company

4.4.1 If the Company terminates a Subscription without cause (i.e., not due to the Subscriber's breach of the Terms of Use or these terms), the Company will issue a pro-rata Wallet credit for the unexpired portion of the prepaid annual Billing Cycle. No cash refund will be provided.

4.4.2 Where a subscription is terminated due to the Subscriber's breach of the Terms of Use, no refund or credit of any kind will be issued.

5. FAILED PAYMENTS AND DUPLICATE TRANSACTIONS

5.1 Failed Payment — Amount Debited but Service Not Activated

5.1.1 If a payment is processed (i.e., the amount is debited from your account or card) but the corresponding subscription or consultation access is not activated due to a technical failure on the Platform or payment gateway, the Company will credit the full debited amount to your AYKA Wallet within seven (7) working days of the failed transaction being confirmed.

5.1.2 To report a failed payment, you must contact support@aykacare.in with your registered mobile number, transaction reference number, and bank statement screenshot showing the debit. The Company will investigate and resolve the matter within seven (7) working days of receiving complete information.

5.2 Duplicate Payments

5.2.1 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 payment being confirmed by the Company.

5.2.2 Duplicate payment claims must be raised within thirty (30) days of the transaction date. Claims raised after this period may not be processed. Supporting documentation including bank statements and transaction reference numbers must be provided.

5.3 Payment Failure During Auto-Renewal

5.3.1 If a subscription auto-renewal payment fails, the Company will retry the payment for a grace period of seven (7) days. The Subscriber will be notified of the failure and given the opportunity to update their payment method. No refund or credit is applicable to failed auto-renewal scenarios; the Subscriber's access will be suspended at the end of the grace period if payment is not received.

6. SERVICE CREDIT FOR EXTENDED PLATFORM DOWNTIME

6.1 In the event that the AYKA Expert or AYKA Life platform experiences verified unplanned downtime exceeding seventy-two (72) cumulative hours within a single calendar month, and such downtime is attributable solely to the Company's infrastructure (excluding third-party services, force majeure, or scheduled maintenance), affected Subscribers (Doctors/Clinics) shall be entitled to a pro-rata service credit for the number of hours exceeding seventy-two (72) hours, calculated as a proportion of the monthly Subscription Fee.

6.2 Service credits issued under this Clause 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 To claim a service credit under this Clause, the Subscriber must raise a ticket at support@aykacare.in within fifteen (15) days of the end of the calendar month in which the downtime occurred. The Company will verify downtime records and issue credits within fourteen (14) working days of a valid claim.

6.4 Scheduled maintenance windows announced at least forty-eight (48) hours in advance do not constitute unplanned downtime for the purpose of this Clause. The Company endeavours to schedule maintenance during low-traffic periods and will minimise disruption.

6.5 Service credits under this Clause are the Subscriber's sole and exclusive remedy for platform downtime. The Company shall not be liable for any indirect loss, loss of patients, or consequential damages arising from downtime.

7. FRANCHISE FEE REFUNDS — AYKA ALLIANCE

Franchise Fee refunds are NOT governed by this Policy. They are governed exclusively by the Franchise Agreement executed between the Partner and AYKA Clyvora Private Limited.

7.1 The Franchise Fee paid by AYKA Alliance Partners (City / District / State level) is governed exclusively by the terms of the Franchise Agreement and, where applicable, the Security Deposit provisions therein.

7.2 Franchise Partners seeking a refund or seeking to dispute a deduction from their Security Deposit must follow the dispute resolution procedure set out in the Franchise Agreement and the Terms of Use for Franchise Partners.

7.3 This Policy does not apply to Franchise Fees, Security Deposits, commission disputes, or payout disputes under AYKA Alliance. Franchise Partners should refer to their Franchise Agreement for the applicable refund and dispute framework.

8. HOW TO REQUEST A WALLET CREDIT

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 the relevant clause of this Policy. In all cases, credits will be issued within a maximum of seven (7) working days of the qualifying event being confirmed.

8.4 Wallet credit requests submitted after the deadline specified in the relevant clause will not be processed. The Company's determination of eligibility, based on platform records and server logs, shall be final.

9. GST AND TAX TREATMENT OF WALLET CREDITS

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 the GST implications of wallet credits 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. Such Subscribers should consult their GST advisors accordingly.

10. CONSUMER PROTECTION ACT, 2019

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 but not limited to the right to approach the District Consumer Disputes Redressal Commission, State Consumer Disputes Redressal Commission, or National Consumer Disputes Redressal Commission for resolution of consumer disputes.

10.2 This Policy sets out the Company's voluntary refund and credit arrangements and does not override any mandatory statutory rights. Where any provision of this Policy conflicts with a mandatory statutory right of a consumer, the statutory right shall prevail to the extent of the conflict.

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. MODIFICATIONS TO 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 to the revised Policy, You must cease use of the Platform and cancel any active subscriptions before the effective date of the change.

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.

12. GRIEVANCE OFFICER

For all refund and cancellation queries, disputes, or complaints, please contact:

Name: Aakash Yadav

Designation: Grievance Officer & Data Protection Officer

Company: AYKA Clyvora Private Limited

Email: support@aykacare.in

Phone: +91 92207 82066

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

Working Hours: Monday to Saturday, 10:00 AM to 6:00 PM IST

All refund and credit queries will be acknowledged within forty-eight (48) hours and resolved within fifteen (15) working days. For unresolved consumer complaints, users may approach the appropriate Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019, or the Data Protection Board of India for data-related grievances.

AYKA Clyvora Private Limited — Refund and Cancellation Policy — Version 1.0 — Effective: 8 May 2026

CIN: U62099UP2025PTC223390 | www.aykacare.in | www.aykaexpert.in | www.aykaalliance.in