This Privacy Policy explains how Aid Wellness, operated by Aidwellness Pvt Ltd. ("Aid Wellness", "we", "us", or "our"), collects, uses, stores, shares, and protects information when you access our website, mobile application, admin/partner systems, booking pages, APIs, customer support channels, or related services.
By using Aid Wellness, you agree to this Privacy Policy. If you do not agree, please do not use our services.
1. Scope of this Policy
This Policy applies to users, patients, customers, family members added by users, website visitors, partners, labs, hospitals, doctors, pharmacy partners, service providers, and anyone who interacts with Aid Wellness.
2. Information We Collect
We may collect the following information depending on how you use the platform:
- Identity details such as name, age, gender, date of birth, and profile details.
- Contact details such as phone number, email address, address, pincode, city, district, and state.
- Account details such as login credentials, user ID, OTP verification details, device information, and security logs.
- Health-related details required for bookings, including selected tests, packages, scans, doctor appointments, hospital services, symptoms or notes provided by you, prescriptions, reports, family member details, and service history.
- Booking and order details such as cart items, service provider, appointment date, collection slot, order status, payment status, invoice details, cancellation, refund, and support records.
- Payment information such as payment method, transaction ID, Razorpay order/payment IDs, payment status, refund records, and billing details. We do not store complete card, UPI PIN, net banking password, or other sensitive payment authentication details.
- Communication details such as support messages, feedback, call requests, email records, WhatsApp/contact form details, and complaint history.
- Technical data such as IP address, browser type, device type, operating system, pages visited, referral source, cookies, session data, and analytics events.
3. How We Collect Information
We collect information when you:
- Create or update an account.
- Book lab tests, health packages, scans, doctor appointments, hospital services, or pharmacy orders.
- Add family members or addresses.
- Upload prescriptions, reports, images, or documents.
- Make payments or request refunds.
- Contact support or submit forms.
- Use our website, app, partner dashboard, or APIs.
- Interact with cookies, analytics, notifications, or marketing messages.
4. Purposes of Processing
We use information for the following purposes:
- To create and manage user accounts.
- To verify identity, phone number, email, booking eligibility, and service availability.
- To process lab tests, home collection, scan bookings, doctor appointments, hospital bookings, medicine orders, reports, and invoices.
- To share necessary booking details with the relevant lab, hospital, doctor, pharmacy, technician, collection agent, or service partner.
- To process online payments, cash/on-service payments, refunds, cancellations, coupons, and settlements.
- To provide customer support, complaint resolution, reminders, service updates, and emergency contact support.
- To send transactional SMS, email, WhatsApp, push notifications, and in-app notifications.
- To improve platform security, prevent fraud, detect misuse, maintain audit logs, and troubleshoot technical issues.
- To personalize content, search results, offers, service recommendations, and location-based availability.
- To comply with applicable legal, regulatory, tax, accounting, healthcare, consumer protection, and law enforcement requirements.
5. Consent
Where consent is required, we ask for your consent before collecting or using your personal data. By submitting information, booking a service, uploading a prescription/report, adding a family member, or making a payment, you confirm that you are authorized to provide that information and consent to its use for the stated purposes.
You may withdraw consent by contacting us at [GRIEVANCE_EMAIL]. Withdrawal of consent may limit our ability to provide services that require that information, including report access, appointment coordination, payment verification, or support.
6. Health Information
Health-related information is sensitive and is used only for service fulfilment, report delivery, medical coordination, support, compliance, quality checks, and user-authorized purposes. Aid Wellness is a technology and healthcare facilitation platform. Actual medical services are provided by listed doctors, labs, hospitals, pharmacies, or other licensed partners.
7. Sharing of Information
We may share necessary information with:
- Labs, diagnostic centers, hospitals, doctors, pharmacies, technicians, collection agents, and healthcare service partners.
- Payment gateways, banks, Razorpay, payment processors, and refund/settlement systems.
- Technology vendors, hosting providers, analytics providers, SMS/email/WhatsApp notification providers, and support tools.
- Government, regulatory, law enforcement, tax, judicial, or health authorities where required by law.
- Professional advisors, auditors, insurers, or legal consultants where necessary.
We do not sell personal health information. We may use aggregated or anonymized data for analytics, business reporting, service improvement, and research, provided it does not identify you.
8. Payments
Online payments may be processed through Razorpay or other payment gateways. Payment processing is subject to the terms and privacy practices of the payment provider. We store transaction references, payment status, refund status, and billing records but do not store complete card numbers, CVV, UPI PIN, or banking passwords.
9. Cookies and Tracking
We use cookies and similar technologies for login sessions, cart functionality, security, analytics, preferences, and service improvement. You can control cookies through your browser settings, but disabling cookies may affect website functionality.
10. Data Security
We use reasonable administrative, technical, and operational safeguards to protect personal data, including access controls, authentication, secure hosting practices, activity logs, and restricted access to health records. However, no digital platform can guarantee absolute security.
11. Data Retention
We retain personal data for as long as necessary to provide services, comply with legal obligations, maintain medical/report records, resolve disputes, prevent fraud, support audits, and enforce agreements. Retention periods may vary depending on the type of data and applicable law.
12. User Rights
Subject to applicable law, you may request access, correction, update, deletion, withdrawal of consent, grievance redressal, or information about processing of your personal data. To make a request, contact [GRIEVANCE_EMAIL]. We may verify your identity before processing a request.
13. Children's Data
Services for minors must be booked by a parent or lawful guardian. If you provide a minor's information, you confirm that you have authority to do so and that the information is accurate.
14. Third-Party Links
Our website may contain links to third-party websites, partner pages, maps, payment pages, or tools. We are not responsible for the privacy practices or content of third-party services.
15. Changes to this Policy
We may update this Privacy Policy from time to time. Updated versions will be posted on this page with a revised "Last updated" date. Continued use of the platform after updates means you accept the updated Policy.
16. Contact and Grievance Officer
For privacy requests, complaints, or questions, contact:
Grievance Officer: Asminur Rahman
Email: rahmanasminur65@gmail.com
Phone: 6003672840
Address: kalu khan complex, Barpeta, Assam, 781301