Privacy Policy
How Vedhik Health Care collects, uses, protects, and deletes your personal and health information — across our website and our mobile application.
1. Who we are
Vedhik Health Care ("Vedhik Health Care", "we", "us", "our") provides home healthcare services in Kollam district, Kerala, India. These services include home nursing, elderly care, physiotherapy at home, post-hospitalisation care, lab sample collection at home, doctor consultation support, medicine delivery to your doorstep, medical equipment assistance and rental, and health monitoring.
For the purposes of applicable data protection law, including India's Digital Personal Data Protection Act, 2023, Vedhik Health Care is the data fiduciary (controller) responsible for the personal data described in this policy.
Vedhik Health Care
42/591, Amrithukulam, Mundakkal,
Kollam, Kerala, India
Email: vedhikhealthcare@gmail.com
Phone: +91 95395 31077
2. Scope of this policy
This policy applies to:
- our website;
- the Vedhik Health Care mobile application for Android and iOS, through which you can request a doctor consultation, nursing service, medicine delivery, lab sample collection, or medical equipment rental; and
- enquiries and bookings you make with us by phone, WhatsApp, or email.
It does not apply to third-party websites, apps, or services that we link to. Those are governed by their own privacy policies.
3. Information we collect
3.1 Information you give us
- Account information: your name, mobile number, and email address. We verify your mobile number using a one-time password (OTP).
- Service address: the address where care, delivery, or equipment is to be provided, including landmarks and access instructions.
- Patient details: the patient's name, age, sex, and relationship to you, where you are booking on someone else's behalf.
- Health information: the condition or symptoms described in your request, mobility or care needs, prescriptions you upload, lab test requirements, doctor's notes, and any information a caregiver records during a visit.
- Prescriptions and documents: images or files you upload so that we can dispense medicines lawfully or arrange the correct service.
- Payment information: the amount, date, method, and status of a transaction. Card, UPI, and banking credentials are entered directly with our payment gateway and are not stored on our servers.
- Communications: messages, enquiries, feedback, complaints, and call or WhatsApp correspondence with our care coordinators.
3.2 Information collected automatically
- Device information: device model, operating system and version, unique device identifiers, app version, language, and mobile network.
- Usage information: screens viewed, features used, time spent, and actions taken in the app, used to diagnose faults and improve the service.
- Log and diagnostic data: crash reports, error logs, and performance data.
- Location: where you grant permission, your device location, used to identify your service address, confirm you are within our service area, and assign the nearest caregiver or delivery. See section 4.
3.3 Information from others
- From a family member or caregiver who books a service on the patient's behalf.
- From partner laboratories, pharmacies, and equipment suppliers, in relation to a request you have made — for example a test report or delivery confirmation.
- From our own care staff, who record visit notes and observations relevant to your care.
4. Device permissions we request
The app asks for the permissions below. Each is optional, is requested at the point it is needed, and can be withdrawn at any time in your device settings. Declining a permission may limit the related feature but does not prevent you from using the rest of the app.
| Permission | Why we ask for it |
|---|---|
| Location | To detect your service address, confirm you are inside our Kollam district service area, and route the nearest caregiver or delivery. We do not track your location in the background. |
| Camera | To let you photograph a prescription, a lab requisition, or equipment condition at pickup and return. |
| Photos / storage | To let you upload an existing prescription or document, and to save invoices and reports you request. |
| Notifications | To send booking confirmations, caregiver assignment and arrival updates, delivery status, and appointment reminders. |
| Phone | To let you call our helpline or an assigned caregiver directly from the app. We do not read your call logs. |
We do not access your contacts, SMS messages, call history, microphone, or files unrelated to a request you have made.
5. Health and other sensitive data
Information about your health, medical condition, prescriptions, and care needs is sensitive personal data. We treat it accordingly:
- We collect it only where it is necessary to deliver the service you have requested.
- We process it on the basis of your explicit consent, which you give when you submit a request, and which you may withdraw at any time.
- Access is restricted to the care coordinators and assigned healthcare professionals who need it to provide your care.
- We never use health data for advertising, marketing, profiling, or audience-building, and we never sell it or share it with data brokers.
6. How we use your information
| Purpose | Basis |
|---|---|
| Create and manage your account | Performance of our service to you |
| Accept, schedule, and fulfil your service request | Performance of our service to you |
| Assign a suitable nurse, caregiver, physiotherapist, or doctor | Performance of our service to you |
| Verify prescriptions before dispensing medicines | Legal obligation |
| Deliver medicines and rent, deliver, and recover equipment | Performance of our service to you |
| Process payments, deposits, and refunds | Performance of our service to you |
| Send transactional updates about your booking | Performance of our service to you |
| Provide customer support and handle complaints | Legitimate interest |
| Maintain care records and continuity of care | Legal obligation / legitimate interest |
| Keep the service secure and prevent fraud or misuse | Legitimate interest |
| Diagnose faults and improve the app | Legitimate interest |
| Send offers or promotional messages | Your consent — you may opt out at any time |
| Comply with law and respond to lawful requests | Legal obligation |
7. How we share your information
We share personal data only as far as is necessary, and only with:
- Healthcare professionals assigned to you — nurses, caregivers, physiotherapists, and doctors receive the patient details and health information needed to deliver your care safely.
- Partner pharmacies — where you order medicines, to verify your prescription and dispense lawfully.
- Partner diagnostic laboratories — where you book sample collection, to process your sample and issue a report.
- Equipment suppliers — where you rent equipment, to arrange delivery, installation, servicing, and collection.
- Payment gateway providers — to process transactions and refunds securely.
- Technology service providers — hosting, cloud storage, messaging, notification, and analytics providers who process data on our instructions under written obligations of confidentiality.
- Professional advisers — auditors, insurers, and lawyers, where necessary.
- Authorities — where required by law, court order, or a valid request from a government or regulatory body, or to protect life, safety, or our legal rights.
- A successor entity — if our business is merged, acquired, or reorganised, subject to this policy continuing to apply.
8. What we never do
- We do not sell your personal data.
- We do not share your health data with advertisers, data brokers, or for any advertising purpose.
- We do not use your health data to build marketing profiles or target you with ads.
- We do not disclose your identity or condition to anyone other than as set out in section 7.
9. Third-party services we rely on
To operate the app and website we use trusted third-party providers. These may include cloud hosting and database services, crash reporting and analytics, push notification delivery, SMS/OTP delivery, WhatsApp messaging, and a payment gateway. Each processes only the data needed for its function, under contract, and is not permitted to use your data for its own purposes.
A current list of these providers, and links to their privacy policies, is available on request from vedhikhealthcare@gmail.com.
10. How long we keep your data
| Data | Retention |
|---|---|
| Account details | While your account is active, then deleted or anonymised within 30 days of a deletion request |
| Booking and service history | As long as needed for the service, and thereafter as required for tax, accounting, and legal records |
| Medical and care records, prescriptions | For the period required by applicable medical record-keeping and pharmacy law |
| Payment and invoice records | As required by tax and accounting law |
| Support correspondence | Up to 3 years from the last contact |
| Diagnostic and crash logs | Typically up to 12 months |
Where we are legally required to retain a record after you delete your account, we retain only that record, restrict access to it, and delete it when the retention period ends.
11. How we protect your data
- Data in transit is encrypted using industry-standard TLS.
- Access is limited to authorised personnel on a need-to-know basis, under confidentiality obligations.
- Our care staff are bound by confidentiality terms covering everything they see or hear in your home.
- We review access rights, apply security updates, and log administrative access.
No system can be guaranteed completely secure. If a personal data breach occurs that is likely to affect you, we will notify you and the relevant authority as required by law.
12. Your rights and choices
Subject to applicable law, you may:
- Access the personal data we hold about you;
- Correct data that is inaccurate, incomplete, or out of date;
- Delete your account and personal data — see section 13;
- Withdraw consent at any time, including consent to process health data, without affecting processing already carried out;
- Opt out of marketing messages while continuing to receive transactional updates about your bookings;
- Nominate another person to exercise your rights in the event of your death or incapacity, as provided under the Digital Personal Data Protection Act, 2023;
- Complain to our Grievance Officer (section 18) and, if unsatisfied, to the competent data protection authority.
To exercise any right, email vedhikhealthcare@gmail.com or call +91 95395 31077. We respond within 30 days. We may need to verify your identity first.
13. Deleting your account and data
You can delete your account and associated personal data at any time. There are three ways to do it:
- In the app: open Profile → Account Settings → Delete Account, and confirm.
- By email: send a request from your registered email address to vedhikhealthcare@gmail.com with the subject "Delete my account".
- By phone: call +91 95395 31077 and ask our team to process the deletion.
What is deleted: your profile, mobile number, email address, saved addresses, uploaded prescriptions and documents, service preferences, and app usage data linked to you.
What may be retained: invoices, payment records, dispensing records, and medical or care records that we are legally required to keep, for the periods described in section 10. These are retained in restricted form and are not used for any other purpose.
Timeline: deletion requests are actioned within 30 days. You will receive confirmation once completed.
14. Children and minors
Our services and app are intended for use by adults aged 18 and over. We do not knowingly create accounts for children.
Care may of course be requested for a patient under 18 — but the account must be held and the request made by a parent or legal guardian, who is responsible for the information provided about that patient. If we learn that an account has been created by a child without guardian consent, we will delete it.
15. Cookies and similar technologies
Our website uses only what is necessary for the site to function and to load web fonts. We do not use advertising cookies or cross-site tracking on the website. You can block or delete cookies in your browser settings; essential functionality may be affected.
The mobile app does not use cookies. It uses local device storage to keep you signed in and to store your preferences.
16. Storage and transfers
Your data is stored on secure servers. Some of our technology providers may process or store data outside India. Where that happens, we take steps to ensure the data continues to receive an appropriate level of protection through contractual safeguards, and we transfer only to jurisdictions permitted under applicable Indian law.
17. Changes to this policy
We may update this policy as our services or the law change. The "last updated" date at the top will always reflect the current version. If a change materially affects how we handle your personal data, we will give you notice in the app, by email, or by a prominent notice on this page before it takes effect. Continuing to use our services after a change means you accept the updated policy.
18. Grievance Officer
In accordance with the Information Technology Act, 2000 and the rules made under it, and the Digital Personal Data Protection Act, 2023, the contact details of our Grievance Officer are:
Grievance Officer
[Name of Grievance Officer — to be inserted]
Vedhik Health Care
42/591, Amrithukulam, Mundakkal,
Kollam, Kerala, India
Email: vedhikhealthcare@gmail.com
Phone: +91 95395 31077
We acknowledge complaints within 24 hours and aim to resolve them within 15 days of receipt.
19. Contact us
For any question about this policy or how we handle your data:
Email: vedhikhealthcare@gmail.com
Phone: +91 95395 31077
Post: Vedhik Health Care, 42/591, Amrithukulam, Mundakkal, Kollam, Kerala, India