Privacy Policy

Information We Collect

Information you give us. When you fill out a form on our website, call or WhatsApp us, or respond to one of our ads, we may collect:

• Your name and phone number
• Your area or location (and, for UniLiv residents, your hostel name and address)
• The service you need, chosen from our list (for example, ICU care at home, nursing, a doctor visit, emergency care or eye care). This can tell us something about a patient's health, so we treat it with extra care
• Your email address, company name or a message, where a form asks for them
• Reviews you submit on our website: your name, area, star rating and review text
• Any other details you choose to share with our team on a call, on WhatsApp or through lead forms on Facebook and Instagram

Information collected automatically. When you visit our website, our site and the tools we use from Google and Meta collect technical information through cookies and similar technologies, such as the pages you visit, your device and browser, your IP address (which shows an approximate location) and whether you arrived from one of our ads. See Cookies, Analytics & Advertising below.

Patients and family members. Enquiries are often made by family members on behalf of a patient. If you share information about someone else, such as a parent or a child, please make sure you are allowed to do so (for example, as their parent, guardian or with their agreement). We only ask for what we need to arrange care.

How We Use Your Information

We use your information to:

• Call or WhatsApp you back and answer your enquiry
• Arrange the services you ask for, such as a doctor visit, nursing, ICU setup at home, an ambulance, tests or medical equipment
• Coordinate with the doctors, partner hospitals, laboratories and other providers involved in your care
• Help with insurance and TPA paperwork for hospital treatment and surgery, when you ask us to
• Show your review on our website
• Understand how our website and advertisements perform, and improve them
• Meet our legal obligations

We do not sell your personal information, and we do not use it for any purpose beyond those described in this policy without your consent.

Who We Share It With

We share your information only where needed, with:

• Our team — the staff, doctors, nurses and care managers who handle your enquiry or care
• Healthcare partners — partner hospitals, laboratories, ambulance and equipment providers, when you ask us to arrange their services, and only the details they need
• Service providers that help us run our website and communications, such as our web hosting provider and Google (where our enquiries are recorded), bound by confidentiality
• Analytics and advertising providers (Google and Meta), who receive website usage information as described in the next section
• Authorities, where required by law or to protect our legal rights

Some of these providers, such as Google and Meta, may process information on servers outside India.

Cookies, Analytics & Advertising

Our website uses the following tools, which use cookies and similar technologies:

• Google Analytics — to understand how visitors use our website
• Google Ads — to measure how our Google ads perform
• Meta Pixel (Facebook and Instagram) — to measure our ads and to show our ads to people who have visited our website

These tools receive information such as the pages you visit, your device and browser, and your IP address. When you submit a form, we may also let them know that an enquiry was made and, on some pages, which service was chosen, so that we can measure our ads. We do not send your name, phone number, email address or home address to advertising platforms.

You can block or delete cookies in your browser settings, manage the ads you see through Google's ad settings and Facebook's ad preferences, and opt out of Google Analytics with Google's opt-out add-on. Our website works without these cookies.

Third-Party Platforms & Meta Lead Forms

We may run advertising campaigns on platforms such as Facebook and Instagram (Meta) using lead forms. When you submit your details through such a form, the platform shares them with us so that our team can follow up with you. When you message us on WhatsApp, your messages are also handled under WhatsApp's own terms.

These platforms have their own privacy policies governing how they handle your data, and we encourage you to review them. We are responsible for how we use your information once it reaches us.

Data Security

We take reasonable administrative and technical measures to protect your personal information from loss, misuse, unauthorised access, disclosure, alteration or destruction. Access to your information is limited to people who need it to respond to your enquiry or provide your care.

While we take reasonable steps to safeguard your data, no method of transmission over the internet or electronic storage is completely secure, and we cannot guarantee absolute security.

How Long We Keep Your Information

We keep your information only for as long as we need it to respond to your enquiry, provide and follow up on your care, and meet our legal and record-keeping obligations. After that, we delete it or make it anonymous. Reviews stay on our website until you ask us to remove them.

Your Rights

You have the right to:

• Ask what personal information we hold about you and how we use it
• Ask us to correct or update inaccurate information
• Ask us to delete your personal information, unless we must keep it by law
• Withdraw your consent at any time, including asking us to stop contacting you
• Ask us to remove a review you submitted
• Nominate another person to exercise these rights on your behalf if you are unable to
• Raise a complaint (grievance) with us about how your information is handled

To use any of these rights, contact us using the details below. We may need to confirm your identity first. If you are not satisfied with our response, you may approach the Data Protection Board of India.

Children's Information

Our website is meant for adults. Information about a child, for example for paediatric eye care or vaccination, should be shared by a parent or legal guardian, who agrees to its use for arranging the child's care.

Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our services, our practices or the law. Any changes will be posted on this page with a revised "Last updated" date.

Contact Us & Grievances

If you have any questions about this Privacy Policy, want to use your rights, or have a complaint about how your information is handled, please contact us: