Frequently asked questions

Do I need an account to start?

No. Choosing symptoms and reading the explanation works with no account, no login and no phone number. An account is created only when you request a visit, because the clinic needs to know who is coming.

What do I need to register as a patient?

Mobile number (+91), a 6-digit OTP, your first name, preferred language, and one tap to confirm whether you are 18 or over.

How does a clinic register on ClinicX?

Click Join as a clinic, create the organisation with an email and password, then complete clinic onboarding: branch details, KPME registration number, dentist registration details and rate card. The clinic is listed as verified only after SynQ checks these.

Can I book for my child or parent?

Yes. A verified adult can add family profiles (name, relationship, date of birth). Every screen shows clearly who the booking is for. For anyone under 18, the adult gives consent on their behalf.

How do patients sign in?

Mobile number and OTP. There is no password for patients.

How do clinic staff and admins sign in?

Email and password. An OTP is also required when logging in from a new device and before sensitive actions (viewing patient documents, exporting data, changing roles, editing the rate card).

How long does a session last?

Patients stay signed in for up to 30 days. Clinic and admin sessions time out after 30 minutes of inactivity.

Can I use Face ID or fingerprint?

Yes, as an optional app lock on your phone after your first booking. SynQ never receives your biometric data — your phone only tells the app unlocked or not. The emergency button always works without unlocking.

What happens after wrong attempts?

After 5 failed attempts the account is temporarily locked with an increasing wait time. All attempts are logged.

What roles exist?

Patient · Family member (delegated) · Clinic Owner · Clinic Manager · Clinic Dentist · Clinic Front Desk · Platform Admin · Super Admin · Compliance Officer (DPO) · Grievance Officer.

What can each clinic role see?

Owner: everything for the organisation including billing and users. Manager: inbox, calendar, rate card, recalls, branch analytics. Dentist: own appointments and the records of patients they treat. Front Desk: inbox, confirm or decline, reschedule, recall calls — no access to clinical documents.

Can one person have more than one role?

Yes. Roles are assigned separately and every action is recorded against the named person. Shared or generic logins are not allowed.

Who adds or removes clinic staff?

The Clinic Owner invites staff by email, assigns role and branch, and can revoke access instantly (active sessions end immediately).

What does the patient home show?

Start — about 30 seconds, upcoming visits and their status, your Timeline (records), family profiles and reminders. The emergency Call 108 or 112 is always visible.

What does the ClinicX dashboard show?

Booking request inbox, calendar, rate card, patient records shared with the clinic, recalls, reviews and performance (reply time, confirmations).

What booking statuses will I see?

Draft · Requested · Confirmed · Rescheduled (needs your OK) · Cancelled · Completed · No response (alternatives offered).

How does the check-in work?

Four steps: tap what hurts → read what it usually means (written and reviewed by dentists) → choose a date and time → pick a verified clinic and send the request. It takes about a minute.

Is the explanation a diagnosis?

No. It is general dental information. Only a dentist who examines you can diagnose.

How is a visit requested?

You tap Send request. SynQ creates a reference (for example SQ-4821) and opens WhatsApp with a ready message to the clinic — you press send. The clinic confirms, suggests another time, or declines in ClinicX, and you get a notification.

When is my appointment confirmed?

Only when the clinic confirms it. Until then it shows as Requested. If the clinic does not reply in time (30 minutes for same-day, 4 hours otherwise) you are told and shown other clinics.

How are clinics ordered?

By travel time, availability and how quickly the clinic usually replies — never by payment.

What is SynQ Records?

Photograph old X-rays, prescriptions or reports; SynQ dates, labels and files them into your Timeline. You choose which clinic to share with and can stop sharing any time. SynQ never reads or interprets your records — your dentist does.

What is "Ride to clinic"?

After booking, one tap opens your ride app (Namma Yatri, Rapido, Ola or Uber) with the clinic address filled in; if that fails, a maps link opens. SynQ does not book the ride, show fares or track your location.

How do I pay?

You pay the clinic directly by UPI. SynQ takes no share of treatment fees and never takes payment for an appointment.

Where is my data stored?

In India (Google Cloud, Mumbai region asia-south1). Each clinic can see only its own data, enforced at the database level.

Can I download my data?

Yes. Request an export from Profile → Your data; you get a machine-readable file plus a readable PDF through a time-limited secure link.

Can I see who looked at my records?

Yes. The access log shows who opened your records, when and in what role — including SynQ staff.

How long is data kept?

See the retention table in the privacy notice.

Which channels are used?

App push (main), SMS as backup for booking-critical updates, and email if you added one. WhatsApp is used only for you to send the booking request.

Can I set quiet hours?

Yes. Default 9 pm – 8 am. Non-urgent messages wait; booking confirmations and cancellations still arrive.

Will a notification show my dental problem on my lock screen?

No. Notifications never show symptoms, conditions or treatments in the preview.

Is SynQ free for patients?

Yes. SynQ is free for patients.

What plans are available for clinics?

Free (listing), Practice ₹10,000, Practice+ ₹20,000 and Group ₹30,000 a month. See the plan matrix for clinics.

Is pricing linked to number of patients?

No. Clinics pay a flat monthly subscription. SynQ never charges per booking, per patient or per lead.

What happens if a clinic stops paying?

After a grace period the clinic moves to the Free plan. No data is deleted and confirmed patient appointments stay visible.

How is my data protected?

Encryption in transit (TLS 1.2+) and at rest, role-based access checked on the server for every request, database-level separation between clinics, and an audit log of every access.

Are card details stored?

No. Clinic subscriptions are paid through a PCI-DSS payment gateway (for example Razorpay); SynQ never stores card data.

I did not receive the OTP.

Wait 30 seconds and tap Resend. Check the number and network signal. OTP requests are rate-limited for safety.

WhatsApp did not open when I sent a request.

If WhatsApp is not installed, SynQ opens SMS with the same message, then offers tap-to-call.

The clinic has not replied.

You will be notified and shown 2–3 other clinics with one-tap re-request. You are never left waiting silently.

How do I contact support?

In-app Help, or email support when published. You get a ticket reference by reply.

How do I raise a complaint?

Contact the Grievance Officer (see Customer care). Complaints are acknowledged within 24 hours and resolved within 15 days in the product.

What if I have a dental emergency?

Do not wait for the app. Call 108 or 112, or go to the nearest hospital.