1. What you can raise with Sanavoya

• A concern about how Sanavoya handled an enquiry or coordination request.
• A privacy, consent, access, correction, deletion or data-handling concern.
• A website accessibility, security, misleading-content or communication concern.
• A complaint relating to a Sanavoya fee or cancellation if paid services are introduced.
• A concern about how information provided by a third party was represented by Sanavoya.

2. Matters controlled by hospitals, doctors or other third parties

Clinical care, medical negligence, professional conduct, hospital billing, treatment consent, provider refunds, visa decisions, airline decisions and other matters controlled by independent third parties should generally be raised directly with the relevant provider or competent authority.

Sanavoya may help organise communication where appropriate, but cannot determine a medical complaint or compel an independent provider to issue a clinical decision, refund or regulatory outcome.

3. How to submit a grievance

Email Sanavoyacare@gmail.com with the subject line “Grievance” or, for a privacy matter, “Privacy Grievance”.

• Your name and a reliable contact email address.
• A concise description of what happened and what you would like reviewed.
• Relevant dates, page URLs, enquiry references or correspondence where available.
• Any supporting information that is necessary to understand the issue.

Please do not email full medical records, passport copies, payment-card numbers or unrelated sensitive documents. If additional sensitive information is genuinely required, Sanavoya should first explain why and provide an appropriate method for sharing it.

4. Review process and expected response

We aim to acknowledge a grievance within 3 business days. We aim to provide a substantive response or a status update within 15 business days, depending on the complexity of the issue and whether information is required from an independent third party.

If we need more time, we will try to explain the reason and the next expected step. These target times are service goals and do not limit any shorter or different period required by applicable law.

5. Privacy grievances and rights requests

Privacy grievances may include concerns about collection, consent, accuracy, correction, deletion, retention, sharing, security or withdrawal of consent. Depending on applicable law and your location, additional rights or complaint routes may be available.

We may need to verify identity before acting on a privacy rights request, particularly where disclosure or deletion of personal information is requested.

6. Escalation

If you remain dissatisfied after Sanavoya’s response, you may reply to the same email thread and clearly state that you are requesting further review. You may also have the right to approach a competent consumer, privacy, professional, regulatory or judicial authority under the law that applies to the issue.

Sanavoya will update this page if a specific statutory grievance officer, data protection contact or additional escalation route becomes legally required or operationally designated.

7. Non-retaliation and respectful communication

Raising a genuine grievance will not by itself disadvantage your access to Sanavoya’s website or support. We ask all parties to communicate respectfully and provide information in good faith.