Privacy Policy

Welcome to Health Expert Online (operated by Sri Mrityunjayan Seva Foundation). Your privacy is not just a legal obligation — it is our fundamental commitment. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our website, mobile application, telemedicine services, pharmacy, lab tests, AI health assistant, and all related platforms (collectively, the "Services").

1. Information We Collect

To deliver seamless hybrid healthcare (Ayurveda + Allopathy) across India, we may collect the following categories of personal and sensitive data:

• Personal Identifiers: Full name, age, date of birth, gender, address, email, phone number, government ID (when required for regulated medicine).
• Health & Medical Records: Symptoms, medical history, prescriptions, diagnostic reports, allergies, lifestyle information, family medical history, and consultation notes.
• Payment & Transaction Data: Payment method details, billing address, order history for medicines/lab tests, insurance information (if applicable).
• Technical & Usage Data: IP address, device type, browser information, app interactions, crash logs, and session recordings (anonymized for quality improvement).
• AI Health Assistant Interactions: Queries, symptoms you share, and feedback to improve our AI models — always secured and de-identified for training.
• Communication Data: Chat transcripts, call recordings (with consent), emails, and support tickets.

2. How We Use Your Information

Your data enables us to provide high-quality, personalized healthcare:

• ✅ Facilitate doctor consultations (video/audio/chat) and issue digital prescriptions.
• ✅ Process medicine orders from our online pharmacy and coordinate lab test sample collection.
• ✅ Deliver AI-powered symptom checker and health recommendations.
• ✅ Send appointment reminders, medicine refill alerts, and lab report notifications.
• ✅ Improve platform performance, medical algorithms, and user experience.
• ✅ Comply with legal obligations, fraud detection, and regulatory audits (including NABH/NABL guidelines).
• ✅ Communicate critical health updates or safety information.

We do not sell your personal data or medical records to third parties for marketing purposes.

3. Legal Basis for Processing (Indian Context)

Under the Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011, and the proposed Digital Personal Data Protection Act, 2023, our processing is based on:

• Consent: You provide explicit consent at registration and before any consultation.
• Contractual Necessity: To fulfill your request for medical services, pharmacy delivery, or diagnostic tests.
• Legal Compliance: For regulatory reporting, court orders, or public health directives.
• Legitimate Interests: Improving platform security, preventing fraud, and enhancing medical outcomes.

4. Sharing of Information (Strictly Limited)

We only disclose your data when essential for your care or by law:

• Healthcare Providers: Verified doctors, specialists, and Ayurvedic practitioners on our platform to enable consultations.
• Lab & Pharmacy Partners: NABL-accredited diagnostic labs, licensed pharmacies, and logistics partners for sample pickup/delivery.
• Service Providers: Cloud hosting (AWS/Google Cloud), video conferencing tools, and analytics — bound by strict confidentiality agreements.
• Legal Authorities: If required by law, court order, or to protect public safety / prevention of harm.
• Corporate Transfers: In case of merger, acquisition, or asset sale, we will notify you prior to transfer.

We anonymize or aggregate data for research and public health insights — no individual identification possible.

5. Data Security & Retention

We implement industry-standard safeguards to protect your data:

• 🔐 Encryption: All data transmitted via TLS 1.3, stored using AES-256 encryption.
• 🛡️ Access Control: Role-based access, two-factor authentication for staff, and regular security audits.
• 📁 Retention: Medical records retained for 7 years (as per Indian medical council guidelines) or as required by law. After that, data is securely anonymized or deleted.
• 💻 Audit Logs: Every access to patient data is logged and monitored for unusual activity.

In the unlikely event of a data breach, we will notify affected users and the relevant authorities within 72 hours as required under Indian law.

6. Your Rights & Choices

As a user of Health Expert Online, you have the following rights:

• Access & Portability: Request a copy of your personal and health data in a machine-readable format.
• Correction: Update or correct inaccurate information in your profile or medical records.
• Withdraw Consent: You can withdraw consent for non-essential processing (e.g., marketing communications) at any time.
• Deletion: Request deletion of your account and associated data, subject to legal retention requirements for medical records.
• Grievance Redressal: Lodge a complaint with our Data Protection Officer (DPO) — see contact below.

To exercise any right, email us at privacy@healthexpertonline.com or call +91 79080 76311.

7. Cookies & Tracking Technologies

We use essential cookies for authentication, session management, and security. Optional analytics cookies (Google Analytics, Hotjar) help us improve user experience. You can manage cookie preferences via your browser settings. Disabling essential cookies may affect platform functionality.

8. Children’s Privacy (Under 18)

Our services are intended for adults aged 18 years and above. For minors, consultations must be facilitated by a parent or legal guardian. We do not knowingly collect data from children without parental consent. If we become aware of such data, we will delete it promptly.

9. Third-Party Links & Integrations

The platform may contain links to third-party payment gateways, lab partner portals, or health knowledge bases. We are not responsible for their privacy practices. Please review their policies before sharing any information.

10. International Data Transfers

Health Expert Online operates exclusively within India. All data servers are located in India (Mumbai region). We do not transfer your personal data outside Indian territory except when required for specific cloud infrastructure (with equivalent safeguards).

11. Updates to This Privacy Policy

We may revise this policy periodically to reflect changes in law, technology, or our operations. The “Last Updated” date at the top indicates the latest revision. Material changes will be notified via email or prominent notice on our website/app.

12. Grievance Officer & Contact

In compliance with the Information Technology Act, 2000, and its rules, the Grievance Officer for data privacy matters is:

• Name: Dr. Anjali Nair (Compliance & Privacy Officer)
• Email: grievance@healthexpertonline.com
• Address: S-012, Soudhamini Apartments, Udayapura, Bangalore – 560082
• Phone: +91 79080 76311 (Monday–Friday, 10 AM–6 PM IST)

For any privacy-related concerns, please reach out. If unresolved, you may also file a complaint with the Indian Computer Emergency Response Team (CERT-In) or relevant data protection authority.

📜 This Privacy Policy is effective from May 5, 2026. Supersedes all previous versions.