Privacy Policy

1. Information We Collect

1.1 Information You Provide

• Account details: Name, email address, mobile number, date of birth, and gender when you register.
• Booking information: Tests, packages, preferred time slots, and collection address.
• Health information: Medical history, doctor prescriptions, and health reports you upload or we generate.
• Payment details: Billing address and transaction references (card/UPI details are processed by PCI-DSS certified payment gateways and are never stored on our servers).
• Communications: Enquiry forms, callback requests, chat messages, and emails sent to us.

1.2 Information Collected Automatically

• IP address, browser type, device identifiers, and operating system.
• Pages visited, time spent, referring URLs, and click-stream data.
• Location (city/pincode) when you permit location access to show serviceable areas.
• Cookies and similar tracking technologies (see our Cookie Policy).

2. How We Use Your Information

We use your personal information to:

• Process and manage your diagnostic test and package bookings.
• Dispatch certified phlebotomists to your location for sample collection.
• Deliver lab reports digitally via email, app, and SMS.
• Provide AI-powered report interpretation and health insights.
• Process payments, issue invoices, and manage refunds.
• Send service notifications, reminders, and booking confirmations.
• Send promotional offers and health tips (you may opt out at any time).
• Improve our platform through analytics and user feedback.
• Comply with applicable laws and regulatory requirements.
• Detect and prevent fraud, misuse, or security threats.

3. Sharing of Information

We do not sell your personal information. We may share it with:

• Partner laboratories: To process your sample, generate reports, and fulfil bookings.
• Partner hospitals & pharmacies: Where relevant to your care coordination.
• Payment processors: For secure transaction processing (Razorpay, PayU, or equivalent).
• Cloud & technology providers: Who host and operate our platform under strict data-processing agreements.
• Legal authorities: When required by court order, law enforcement, or applicable regulations.
• Business transfers: In the event of a merger, acquisition, or asset sale, your data may transfer to the successor entity.

All third parties we share data with are bound by confidentiality obligations and are prohibited from using your information for any purpose other than delivering services to you.

4. Health & Medical Data

Health data is sensitive personal data under the Information Technology (Amendment) Act, 2008 and the Digital Personal Data Protection Act, 2023 (India). We treat it with the highest level of care:

• Lab reports and health records are encrypted at rest and in transit.
• Access is restricted to authorised personnel and your nominated laboratory partner.
• You may download, share with a doctor, or request deletion of your reports at any time from your account dashboard.
• We retain health records for a minimum of 3 years as required by applicable healthcare regulations, unless you request earlier deletion and law permits it.

5. Cookies & Tracking

We use cookies and similar technologies to remember your preferences, keep you logged in, and understand how you use our platform. For full details, please read our Cookie Policy. You can manage cookie preferences through your browser settings or our cookie consent banner.

6. Data Retention

We retain your personal information for as long as your account is active or as needed to provide services. Specific retention periods:

• Booking & payment records: 7 years (tax and audit compliance).
• Health reports: Minimum 3 years from generation date.
• Marketing preferences & communications: Until you opt out or request deletion.
• Anonymous analytics data: Up to 5 years.

After the applicable retention period, data is securely deleted or anonymised.

7. Your Rights

Under applicable Indian data protection law, you have the right to:

• Access: Request a copy of the personal information we hold about you.
• Correction: Request correction of inaccurate or incomplete data.
• Deletion: Request deletion of your account and personal data (subject to legal retention obligations).
• Portability: Receive your data in a machine-readable format.
• Withdrawal of consent: Withdraw marketing consent at any time without affecting prior processing.
• Grievance redressal: Lodge a complaint with our Grievance Officer (details below).

To exercise any of these rights, email us at privacy@relive247.in or write to our registered address.

8. Security

We implement industry-standard security measures including:

• TLS 1.3 encryption for all data in transit.
• AES-256 encryption for sensitive data at rest.
• Role-based access controls and multi-factor authentication for staff.
• Regular security audits and vulnerability assessments.
• ISO 9001:2015 certified quality management processes.

While we take every reasonable precaution, no method of electronic transmission or storage is 100% secure. We encourage you to use strong passwords and notify us immediately if you suspect unauthorised access to your account.

9. Children's Privacy

Our services are not directed to children under 18 years of age without parental or guardian consent. If a test is booked for a minor, we require the account holder (parent/guardian) to be at least 18 years old. If we become aware that we have collected personal information from a child without appropriate consent, we will delete that information promptly.

10. Contact Us

For privacy-related queries, concerns, or to exercise your rights, contact our Grievance Officer:

We may update this Privacy Policy from time to time. We will notify you of significant changes via email or a notice on our website. Continued use of our services after changes constitutes acceptance of the revised policy.