In short
If something about your data or our service is wrong and normal support has not fixed it, this is the route that has a name, a deadline and a person answerable at the end of it.
We acknowledge within 3 working days and resolve within 90 days. If you are a patient, start with your clinic — they hold your records — and we will help them if they need us.
1.The Grievance Officer
- Name
- Saurabh Sharma
- Company
- SQABY Technologies
- [email protected]
- Post
- ⟨to be added: full postal address of the registered office⟩
- Hours
- Monday to Saturday, 9:30 am to 7:00 pm IST
This officer is appointed under the Digital Personal Data Protection Act, 2023 and the Information Technology (Intermediary Guidelines) rules as they apply to us.
2.When to use this route
- A request about your personal data — access, correction, erasure, or a nomination — that we did not answer properly.
- A consent that you withdrew and believe we have not honoured.
- Content or conduct on the platform that breaks our Acceptable Use Policy.
- A service or billing complaint that ordinary support has not resolved.
For anything routine — a bug, a how-to, a billing question you have not raised before — write to [email protected] first. It is faster, and most things end there.
3.How to raise one
Email the Grievance Officer with:
- your name and the best way to reach you,
- your clinic name, or the clinic you are a patient of,
- what happened, with dates,
- what you have already tried, and
- what outcome would resolve it.
We do not require a particular format or a legal notice. Plain words are enough.
4.What we commit to
- Acknowledgement
- Within 3 working days, with a reference number and the name of the person handling it.
- Updates
- At least every 15 days while it is open, without you having to chase.
- Resolution
- Within 90 days of receipt, as the rules require. Most take far less.
- Outcome
- In writing, with the reason, whether or not the answer is the one you wanted.
5.If you are a patient of a clinic
Your records belong to the clinic that treated you. Under the DPDP Act that clinic is the data fiduciary and we are its processor, so a request to correct or delete a record has to be decided by the clinic, not by us.
Contact the clinic first — their details are on the booking page you used, and in the patient privacy notice. If you cannot get a response, write to our Grievance Officer and we will contact the clinic on your behalf and tell you what happened.
6.If you are still not satisfied
You may complain to the Data Protection Board of India about how your personal data has been handled. Using this route first is not a precondition, but it usually resolves things faster and we would rather fix it than be told to.
Consumer rights and the dispute resolution clause in our Terms remain available to you regardless of this page.
Questions about this document? Write to [email protected]. If you are not satisfied with the answer, the grievance route is open to you.