Help and Support


Effective Date: June 19, 2025

Company: Dipesh Health Care Pvt. Ltd.

Registered Location: Udaypur, Nepal

Phone: +977 985-1118621

Email: [email protected]


Welcome to the Help & Support page of the Dipesh Health App, a trusted mobile platform developed and operated by Dipesh Health Care Pvt. Ltd., a legally registered medical clinic in Nepal. Our goal is to ensure every user has a seamless and secure experience while booking in-person clinic appointments through our app.


1. Purpose of This Page

This page outlines the available support options, user responsibilities, and our commitments related to assistance, grievance redressal, technical issues, appointment handling, and data rights. It has been structured to comply with all the relevant policies mandated by:

  • Google Play Store
  • Apple App Store
  • HIPAA (Health Insurance Portability and Accountability Act)
  • GDPR (General Data Protection Regulation)
  • Local medical and consumer protection laws of Nepal

2. How to Reach Us

If you need technical assistance, have questions, or face issues related to appointment booking, data management, or health record access, you can reach our support team via the following official channels:

📞 Phone Support: +977 985-1118621

📧 Email Support: [email protected]

🏥 Walk-in Address: Dipesh Health Care Pvt. Ltd., Udaypur, Nepal

⏰ Support Hours: Sunday – Friday | 8:00 AM – 6:00 PM

3. Support Coverage

Our support team can assist with the following:

  • Help with booking, rescheduling, or canceling appointments
  • Guidance on how to access and manage health records
  • Password reset and account access issues
  • Understanding the cancellation and refund policy
  • Step-by-step walkthroughs for app features
  • Reporting app crashes or bugs
  • Submitting feedback or complaints

4. Appointment Booking Assistance

Our trained staff can help you navigate the appointment booking system. We support:

  • In-person visit appointment bookings (video or remote consultations are not supported)
  • Same-day and future appointment scheduling (based on availability)
  • Appointment reminders via email, SMS, or app notification

Cancellation & Rescheduling:

  • Appointments can be cancelled or rescheduled from within the app or via phone support.
  • Refunds are processed in accordance with our Refund & Cancellation Policy.

5. Account and Data Support

We follow strict standards in data privacy and offer full control to our users. You can:

  • Request account deletion from within the app or by contacting us
  • Export or download health records for personal use
  • Report unauthorized access or suspicious activity on your account

All requests are verified and processed securely in line with GDPR, HIPAA, and Nepalese privacy laws.


6. Data Security & Privacy

Your data security is our top priority. We strictly enforce:

  • No data sharing with any third-party providers or marketers
  • Encrypted storage of your medical and personal data
  • Access controls for both app users and internal staff
  • Regular audits and updates to our security infrastructure

To learn more, please visit our Privacy Policy.


7. Our Commitment to Compliance

As part of our obligations to digital health and platform integrity:

  • We are a licensed and regulated medical clinic.
  • We only allow in-person clinic visits – no remote diagnostics or video calls are available.
  • We strictly comply with Google Play Store and Apple App Store requirements for health and medical apps.
  • We regularly review our policies for alignment with international standards.

8. Feedback & Complaints

If you have suggestions or feel dissatisfied with your experience:

  • Email us directly at [email protected] with the subject line "App Feedback" or "User Complaint".
  • All feedback is reviewed by our compliance and quality team.
  • You can expect a resolution or reply within 3–5 business days.

9. Emergency Protocol

Important: Dipesh Health App is not an emergency medical service. For medical emergencies, please:

  • Call emergency medical services in Nepal
  • Visit your nearest hospital or emergency care unit

Our app is intended for scheduled in-person clinic visits only.


10. Escalation Matrix

If your query or concern is not resolved within the expected timeframe, you may escalate the matter by contacting:

Support Supervisor

📧 Email: [email protected]

📞 Phone: +977 985-1118621

11. Updates to This Page

We may periodically update the Help & Support content to reflect changes in features, user rights, or legal compliance. Users will be notified via app notification and email if critical changes are made.


Thank You for Trusting Dipesh Health App

We are committed to delivering secure, efficient, and compassionate digital healthcare experiences for all patients in Udaypur and beyond. Our team is always here to assist you.