Help and Support

SwasthaHub — Help and Support


Our support team helps with appointments, payments, refunds, records, account access and privacy requests by phone, email, in the app or at the Clinic. We reply to emails and in-app messages within 1 working day. This page applies to both the SwasthaHub patient app and the SwasthaHub Team app, operated by Dipesh Health Care Pvt. Ltd.

Medical emergency? SwasthaHub is not an emergency service. Call 102 for an ambulance or go to the nearest hospital emergency department immediately. Do not wait for a reply from support.

1. Contact Us

Channel

Details

Best for

Response time

Phone helpline

+977 985-1118621

Urgent booking issues, same-day changes

Immediate, during support hours

Email

info@dipeshhealthcare.com.np

General questions, refunds, documents

Within 1 working day

In-app help

SwasthaHub → Profile → Help & Support → Contact Us

Any app issue, with screenshots

Within 1 working day

In person

Reception, Dipesh Health Care Clinic, Udaypur, Nepal

Identity verification, payment queries, help using the app

During clinic hours

Privacy and data requests

dpo@dipeshhealthcare.com.np

Data access, correction, export and deletion

Acknowledged within 2 working days; resolved within 7 working days

Escalations

supervisor@dipeshhealthcare.com.np

Unresolved issues

Within 3–5 working days

2. Support Hours

Phone and in-app support

Sunday to Friday, 9:00 AM – 5:00 PM (Nepal Time)

Saturdays and public holidays

Closed. Messages are answered on the next working day

Online booking in the app

Available 24 hours a day, 7 days a week

Email

Accepted at any time; answered during support hours

3. What We Can Help With

Topic

Examples

Appointments

Booking, rescheduling, cancelling, missing confirmations, doctor availability

Payments and refunds

Failed payments, duplicate charges, refund status, receipts

Account and login

OTP not received, locked account, changed phone number, updating details

Health records

Uploading, viewing, downloading or exporting reports and prescriptions; missing records

Family members

Adding, editing or removing dependants

Notifications

Not receiving reminders, managing message preferences

Privacy and data

Accessing, correcting, exporting or deleting your data

Technical problems

App crashes, slow loading, update issues, bugs

Feedback

Suggestions, compliments and complaints

SwasthaHub Team

Staff login, schedule management, access problems

4. What Support Cannot Help With

For your safety and privacy, our support team cannot:

  • give medical advice, diagnoses or treatment recommendations by phone, email or message;
  • interpret lab reports or prescriptions;
  • issue or renew prescriptions without an in-person consultation;
  • share your information with anyone other than you, or a guardian for a dependant, without your consent; or
  • ask for your password. We will never ask for your password or full OTP by phone or email.

For any health concern, please book an in-person appointment with a doctor.

5. Getting Started with SwasthaHub

  1. Download SwasthaHub from Google Play or the Apple App Store.
  2. Open the app and enter your mobile number.
  3. Enter the OTP sent by SMS.
  4. Complete your profile: full name, date of birth and gender.
  5. Read and accept the Terms and Conditions and Privacy Policy.
  6. Tap Book Appointment to book your first visit.

6. Frequently Asked Questions: Patients

Account and login

I did not receive my OTP. What should I do? Check that your mobile number is correct and that you have network signal. Wait 60 seconds and tap Resend OTP. Check that SMS from unknown senders is not blocked. If it still fails, choose email verification or call +977 985-1118621.

I changed my mobile number. How do I update it? Go to Profile → Edit Profile → Mobile Number and verify the new number with an OTP. If you no longer have access to the old number, contact support with a valid photo ID.

My account is locked. Accounts are locked temporarily after several failed attempts, to protect you. Wait 15 minutes and try again, or contact support.

Can I use one account for my whole family? Yes. Add family members under Profile → Family Members. You can book and manage appointments for each of them. Adults who want to manage their own records should create their own accounts.

How do I update my name or date of birth? Go to Profile → Edit Profile. Some changes, such as name or date of birth, may require verification at the Clinic.

Appointments

How do I book an appointment? Tap Book Appointment, choose a department or doctor, pick a date and time, select the patient (you or a family member), review the fee and confirm. Pay in advance if required.

Can I consult a doctor by video call or chat in the app? No. SwasthaHub books in-person visits at Dipesh Health Care Clinic only. We do not offer video, audio or chat consultations, or online prescriptions.

How do I know my booking is confirmed? You will receive an in-app notification and an SMS or email with your appointment ID. Confirmed bookings appear under My Appointments.

How do I reschedule? Go to My Appointments, select the appointment and tap Reschedule. Rescheduling is free up to 12 hours before the appointment, up to 2 times per booking.

How do I cancel? Go to My Appointments, select the appointment and tap Cancel. Cancel at least 24 hours in advance for a full refund.

What should I bring to my appointment? Bring a valid photo ID, your appointment ID, previous reports and a list of medicines you take. Please arrive 10 minutes early.

What if I am late? If you arrive more than 20 minutes late, the doctor may not be able to see you. Call the Clinic as soon as you know you will be late.

The doctor I want is not available. What can I do? Choose another date, or another doctor in the same department.

Payments and refunds

Which payment methods are accepted? The payment options available, such as Khalti, connectIPS or bank transfer, are shown at checkout.

My payment was deducted but my booking was not confirmed. Wait 15 minutes and check My Appointments. If the booking does not appear, contact support with your transaction ID. You will receive either the booking or a full refund.

I was charged twice. Contact support with both transaction IDs. The duplicate amount is refunded in full after verification.

When will I get my refund? Approved refunds are started within 2 working days and usually reach your original payment method within 7–10 working days. Track the status under Payments.

Where can I find my receipt? Go to Payments, select the transaction and tap Download Receipt.

Health records

Where are my prescriptions and reports? Open My Records. Records added by the Clinic after your visit appear automatically, usually within 24 hours.

How do I upload my own reports? Go to My Records → Upload, then take a photo or choose a file (PDF, JPG or PNG).

How do I download all my records? Go to Profile → Privacy & Data → Export My Records to download a PDF.

Who can see my health records? Only you, guardians for dependants, and the authorised Clinic staff involved in your care. We never sell your data or share it for advertising.

A record is missing or incorrect. Contact support with the appointment date. For clinical corrections, we will refer the request to your treating doctor.

Notifications

I am not receiving reminders. Check that notifications are allowed for SwasthaHub in your phone settings, that battery saver is not blocking the app, and that your phone number is correct.

How do I stop promotional messages? Go to Profile → Notification Settings and turn off promotional messages. Appointment messages will continue.

Privacy and account deletion

How do I delete my account? Go to Profile → Account Settings → Delete My Account, or email dpo@dipeshhealthcare.com.np. See our Data Deletion Request page for details.

Is my data safe? Yes. Your data is encrypted in transit and at rest, access is limited to authorised staff, and every access is logged. Read our Privacy Policy for details.

7. Frequently Asked Questions: Doctors and Staff (SwasthaHub Team)

How do I get a SwasthaHub Team account? Accounts are created only by the Clinic administration. Contact the administration office with your professional registration details.

I forgot my password or am locked out. Tap Forgot Password on the login screen, or contact the Clinic administration to reset access.

How do I set my availability or leave? Open My Schedule, select dates and set available slots or mark leave. Patients with affected bookings are notified automatically and offered a reschedule or refund.

Why can't I see a particular patient's record? Access is limited to patients assigned to you or booked with you. If you need access for a legitimate clinical reason, ask the Clinic administration.

How do I correct a note I entered? Open the record and use Amend. The original entry is kept in the record history.

I lost my phone, or think someone else accessed my account. Contact the Clinic administration or call +977 985-1118621 immediately. We will sign out all sessions and secure your account.

Can I share a patient report with a colleague? Only within the Team App, and only with a colleague involved in that patient's care. Never use personal messaging apps, personal email or screenshots.

8. Troubleshooting

Problem

Try this

App will not open or keeps crashing

Update to the latest version, restart your phone, then reinstall if needed. Your data is safe on our servers

Slots are not loading

Check your internet connection and pull down to refresh

Cannot upload a document

Check that the file is PDF, JPG or PNG and under 10 MB, and that storage or camera permission is allowed

Payment page does not open

Check your connection, update the app, or try another payment method

Directions to the Clinic do not show

Allow location permission for SwasthaHub, or search "Dipesh Health Care Clinic, Udaypur" in your maps app

Old information is showing

Sign out and sign in again

Minimum supported versions: Android 8.0 or later and iOS 14 or later.

9. Reporting a Problem

To help us fix an issue quickly, please include:

  • your registered mobile number or email;
  • the app name (SwasthaHub or SwasthaHub Team) and version, from Profile → About;
  • your phone model and operating system version;
  • the appointment ID or transaction ID, if relevant;
  • what you were doing when the problem happened; and
  • a screenshot, if possible.

Please do not include medical details in screenshots or emails unless necessary. You will receive a ticket number to track your request.

10. Escalation Process

Level

Contact

Target resolution

1. Support team

+977 985-1118621 · info@dipeshhealthcare.com.np

1–2 working days

2. Support Supervisor

supervisor@dipeshhealthcare.com.np

3–5 working days

3. Privacy matters (DPO)

dpo@dipeshhealthcare.com.np

5 working days

4. Management

Written complaint to Dipesh Health Care Pvt. Ltd., Udaypur, Nepal

15 working days

When escalating, quote your ticket number, appointment ID or transaction ID.

11. Feedback and Complaints

We welcome your feedback on the app and our clinic services.

  • In the app: Profile → Help & Support → Send Feedback
  • By email: info@dipeshhealthcare.com.np
  • At the Clinic: feedback forms at reception

Every complaint is acknowledged within 2 working days and handled fairly and confidentially.

12. Useful Links

  • Terms and Conditions
  • Privacy Policy
  • Refund and Cancellation Policy
  • Data Deletion Request
  • About Us

13. Contact Summary

Company

Dipesh Health Care Pvt. Ltd.

Address

Udaypur, Nepal

Phone

+977 985-1118621

Support

info@dipeshhealthcare.com.np

Privacy

dpo@dipeshhealthcare.com.np

Escalation

supervisor@dipeshhealthcare.com.np

Hours

Sunday to Friday, 9:00 AM – 5:00 PM (Nepal Time)

Emergency

Call 102 or go to the nearest hospital