General Information, Consultation scheduling, Access and Usage, Technical support, Confidentiality & Privacy, Payments, Transactions & Refunds

1. General Information

What is Santhigram Wellness Online?
Santhigram Wellness Online (SWO) is a digital platform offering Ayurvedic telehealth consultations and personalized wellness plans. It integrates ancient holistic healing with modern technology, enabling users to initially access expert consultations from within the US, with plans to extend services worldwide.

What do I need to use the platform?
 You need a device with an internet connection, a webcam, and a microphone (mobile, tablet, or laptop). A valid account and completed registration and verification are required.

How do I access Santhigram Wellness Online?
 Visit santhigramayurveda.com and click the "Client Login" button. From there, log in or create an account to start your wellness journey.

Can I update my personal information and medical history?
 Yes, log in and navigate to the "Profile" or "Medical Records" tab to update details or upload medical records. Remember to save changes.

Is the platform available internationally?
 Yes, SWO is accessible globally, provided you have a stable internet connection. However, local telehealth regulations may apply to certain services.

2. Consultation Scheduling

How do I book a consultation?
Booking a consultation is easy. After logging in, you can schedule an appointment at a time that works best for you

Can I choose a specific wellness consultant?
The system is designed to match you with an available, suitable consultant. After your first consultation, you can request a specific consultant. If that consultant is unavailable, we will match you with another expert of similar expertise.

Are video consultations available?
 Yes, consultations are conducted via secure, HIPAA-compliant video calls using Genix's DrCare software.

Can I reschedule or cancel an appointment?
 Yes, log in to the platform, select your appointment, and choose the reschedule or cancel option.

What is the minimum age for consultation?
 Users must be at least 18 years old. Those under 18 require parental or guardian consent.

3. Access & Usage

Is the platform accessible 24/7?
 Yes, you can log in anytime to schedule consultations, access wellness content, and review session history. However, the consultation will happen in US EST business hours only.

Can I view past consultations and records?
 Yes, log in and navigate to your "Appointments" or "Medical Records" section to review past consultations, recommendations, and session notes.<Verify>

Can I message my consultant?
 Yes, the platform includes a secure messaging feature that allows centralized communication with the Helpdesk; based on the nature of the request, action will be taken in due course. 

Is there a mobile app available?
Not at the moment. However, a mobile app is under development and is planned for a future launch, which will provide added convenience

4. Technical Support

Do I need to install any software?
 No, SWO is a web-based platform. You only need an updated web browser such as Google Chrome or Mozilla Firefox.

What internet speed is required for video consultations?
 A minimum speed of 3 Mbps is recommended for smooth video consultations.

What if I face technical issues during my consultation?
Check your internet connection. If the issue persists, contact our support team for assistance. They will guide you through troubleshooting steps via website chat or helpdesk.

How do I troubleshoot mobile device issues?
To troubleshoot mobile device issues, please ensure a stable internet connection, restart your device as instructed by our support team, and clear your browser cache. Should the problems continue, please reach out to our support team through website chat or by email at support@santhigramfoundation.org.

5. Confidentiality & Privacy

How secure is my information?
Your information is highly secure. SWO adheres to stringent data security standards, employing protocols similar to HIPAA to ensure maximum protection. All communication and records are encrypted, and we conduct regular security audits to maintain the highest level of security

What happens to my data if I stop using the platform?
Even if you discontinue using our platform, we are legally obligated to retain certain data for a specific period. Once that period expires, your data will be securely deleted. You also have the option to request an earlier deletion by contacting our support team.

What is HIPAA, and how does it protect me?
 HIPAA (Health Insurance Portability and Accountability Act) sets privacy and security standards for protecting your health information, ensuring confidentiality and controlled access.

Link to HIPPA for more information

Can I be assured of privacy during consultations?
Absolutely. You can be fully assured of privacy during all telehealth consultations. These consultations are strictly private between you and your consultant, creating a completely safe space. We utilize encrypted, secure communication platforms to guarantee the confidentiality of your information

For further assistance, please contact our support team at support@santhigramfoundation.org

6. Payments, Transactions & Refunds

How do I pay for my consultation?

Payments can be made securely through the platform using credit/debit cards or digital payment options. We use a trusted payment gateway to ensure safe transactions.

Will I receive a receipt for my payment?

An electronic receipt will be emailed to you after a successful payment.

What happens if my payment fails?

Check your internet connection and verify your card details if your payment fails. If the issue persists, contact your bank or try a different payment method.

Can I get a refund if I cancel my appointment?

Refunds are available based on our cancellation policy. If you cancel within the permitted timeframe, the amount will be refunded to your original payment method. Refunds may take 5-7 business days to process.

Who do I contact for billing or transaction issues?

For payment disputes or transaction issues, reach out to our support team at support@santhigram.com for assistance.

For further assistance, please contact our support team.