What this Privacy Policy means for you

Arogyasewa Services Pvt. Ltd. (“Arogyasewa”, “we”, “us”, “our”) respects your privacy and is committed to protecting the personal information entrusted to us by patients, patients’ family members, attendants, customers, visitors and other individuals who interact with our website and services.

This Privacy Policy explains how Arogyasewa collects, uses, stores, protects and otherwise processes personal information when you visit or use Arogyasewa.in, contact us, submit an enquiry, request medical transportation services, communicate with us, or otherwise interact with Arogyasewa.

This Privacy Policy should be read together with our Terms & Conditions.

By using our website or voluntarily providing information to us, you acknowledge that you have read and understood this Privacy Policy. Where consent is required under applicable law, we will seek consent in the manner prescribed by applicable law.

1. ABOUT AROGYASEWA

Arogyasewa Services Pvt. Ltd. provides medical transportation and patient-transfer coordination services, including services relating to Air Ambulance, Train Ambulance, Ground Ambulance, inter-city and inter-state patient transfers, bed-to-bed transfers, medical escorts and related healthcare transportation assistance.

Because these services may require information concerning a patient’s medical condition, our privacy practices are particularly important.

Arogyasewa aims to collect only information that is reasonably necessary for the relevant purpose and to handle such information with appropriate confidentiality and security safeguards.

2. SCOPE OF THIS PRIVACY POLICY

This Privacy Policy applies to information collected through:

– Arogyasewa.in;
– enquiry and contact forms;
– telephone communications;
– WhatsApp or other messaging communications initiated with Arogyasewa;
– email communications;
– service requests;
– patient-transfer enquiries;
– quotation requests;
– booking-related communications;
– customer-support communications; and
– other direct interactions between you and Arogyasewa.

This Policy applies to information relating to patients as well as individuals acting on behalf of patients, including family members, attendants, representatives and authorized persons.

3. INFORMATION WE MAY COLLECT

Depending upon the service requested and the nature of your interaction with us, we may collect the following categories of information.

3.1 Personal and Identification Information

This may include:

– Full name;
– Age or date of birth;
– Gender, where relevant to the service;
– Relationship with the patient;
– Address;
– City, state and country;
– Identification information where reasonably required;
– Other information voluntarily provided by you.

3.2 Contact Information

We may collect:

– Mobile number;
– Telephone number;
– WhatsApp number;
– Email address;
– Alternate contact details;
– Emergency contact details.

3.3 Patient and Medical Information

When necessary for arranging or coordinating medical transportation, we may collect information such as:

– Patient’s medical condition;
– Diagnosis or provisional diagnosis;
– Current health condition;
– Mobility status;
– Oxygen requirement;
– Ventilator or respiratory support requirements;
– Medication information;
– Allergies, where relevant;
– Medical history relevant to transportation;
– Recent medical reports;
– Prescriptions;
– Discharge summaries;
– Investigation reports;
– Doctor’s advice;
– Medical fitness or transportation-related medical information;
– Other information necessary to assess and coordinate the patient’s transportation requirements.

You should provide only information that is accurate and reasonably necessary for the requested service.

3.4 Patient Transfer and Journey Information

We may collect information concerning:

– Current location;
– Pickup location;
– Destination;
– Origin and destination hospitals;
– Preferred date and time of transfer;
– Type of transportation requested;
– Required medical equipment;
– Required medical personnel or escort;
– Bed-to-bed transfer requirements;
– Travel-related requirements;
– Other information necessary for coordinating the requested transfer.

3.5 Documents and Medical Records

Where necessary, you may voluntarily provide documents such as:

– Medical reports;
– Prescriptions;
– Discharge summaries;
– Diagnostic reports;
– Doctor’s recommendations;
– Medical certificates;
– Fitness/clearance documents;
– Patient identification documents;
– Other documents relevant to arranging the requested service.

Arogyasewa will use such documents only for legitimate purposes connected with the requested service, customer support, safety, documentation, legal compliance or other purposes described in this Privacy Policy.

3.6 Payment and Transaction Information

Where payment is made for our services, we may receive information such as:

– Transaction amount;
– Transaction date;
– Payment status;
– Transaction/reference number;
– Invoice details;
– Limited payment-related information necessary for reconciliation and customer support.

Where payment is processed through a payment service, Arogyasewa does not intend to collect or retain full card credentials such as complete card numbers, CVV or PIN unless specifically required and lawfully permitted.

3.7 Website and Technical Information

When you visit our website, certain technical information may be automatically collected, depending upon the website configuration.

This may include:

– IP address;
– Browser type;
– Device type;
– Operating system;
– Website pages visited;
– Date and time of access;
– Approximate usage information;
– Referring webpage;
– Technical logs;
– Other information generated through website security, analytics or functionality.

Such information may be used to maintain website security, troubleshoot technical problems, understand website usage and improve our services.

3.8 Communications

We may retain information contained in communications between you and Arogyasewa, including:

– Emails;
– Enquiry messages;
– WhatsApp messages;
– Telephone enquiry details;
– Customer-support communications;
– Booking-related communications;
– Complaints and feedback.

Where calls are recorded, if applicable, we will handle such recordings in accordance with applicable law and our operational requirements.

4. HOW WE COLLECT INFORMATION

Information may be collected:

– Directly from you;
– From a patient or the patient’s authorized representative;
– Through website forms;
– Through telephone calls;
– Through WhatsApp or messaging communications;
– Through email;
– During quotation or booking enquiries;
– During service coordination;
– Through documents voluntarily submitted to us;
– Automatically through website technologies such as cookies and server logs.

Where you provide information concerning another person, including a patient, you should have the necessary authority or lawful basis to provide that information.

5. WHY WE COLLECT AND USE PERSONAL INFORMATION

Arogyasewa may process personal information for the following purposes:

5.1 Enquiry Management

To:

– Respond to your enquiries;
– Understand your requirements;
– Contact you regarding requested services;
– Provide relevant information;
– Prepare quotations.

5.2 Patient Transportation Coordination

To:

– Understand the patient’s transportation requirements;
– Determine the appropriate type of transportation assistance;
– Coordinate the requested transfer;
– Arrange appropriate medical support where applicable;
– Facilitate patient movement from one location to another;
– Provide bed-to-bed transportation assistance.

5.3 Service Delivery

To provide and administer services requested by you, including:

– Air Ambulance services;
– Train Ambulance services;
– Ground Ambulance services;
– Medical transportation;
– Inter-city transfers;
– Inter-state transfers;
– Medical escort services;
– Bed-to-bed transfers;
– Related patient transportation assistance.

5.4 Communication

To communicate with you regarding:

– Enquiries;
– Quotations;
– Booking information;
– Service schedules;
– Changes or delays;
– Documentation requirements;
– Payment information;
– Customer support;
– Complaints;
– Feedback.

5.5 Payments and Accounts

To:

– Process and reconcile payments;
– Generate invoices;
– Maintain transaction records;
– Process applicable refunds;
– Resolve payment-related issues.

5.6 Safety and Service Assessment

Medical information may be used where reasonably necessary to understand the patient’s transportation requirements and to help determine appropriate transportation arrangements and support.

Arogyasewa does not provide a guarantee of medical outcome merely because medical information has been collected.

5.7 Legal and Regulatory Compliance

We may process and retain information where necessary to:

– Comply with applicable laws;
– Comply with lawful governmental or regulatory requirements;
– Respond to lawful requests;
– Establish, exercise or defend legal claims;
– Prevent fraud, misuse or unlawful activity;
– Maintain appropriate business records.

5.8 Website Security and Improvement

Information may be used to:

– Maintain website security;
– Detect unauthorized activity;
– Prevent fraud or abuse;
– Troubleshoot technical issues;
– Improve website performance;
– Improve customer experience;
– Understand general website usage.

5.9 Marketing and Promotional Communication

Arogyasewa may use contact information for promotional communications where permitted by applicable law and, where required, with appropriate consent.

You may request that promotional communications stop.

6. LEGAL BASIS FOR PROCESSING

Arogyasewa will process personal data only for lawful purposes and in accordance with applicable data-protection requirements.

Depending upon the circumstances, processing may be based on:

– Your consent;
– Your voluntary provision of information for a specified purpose;
– Processing necessary to provide a service requested by you;
– Legitimate uses recognized under applicable law;
– Compliance with legal obligations;
– Other lawful grounds permitted under applicable law.

The Digital Personal Data Protection Act, 2023 establishes obligations concerning notice, consent and lawful processing of personal data.

7. NOTICE AND CONSENT

Where consent is required, Arogyasewa will seek consent through an appropriate mechanism.

Our privacy notices and consent requests are intended to explain:

– What information is being collected;
– Why the information is being collected;
– How the information will be used;
– How applicable privacy rights may be exercised;
– How consent may be withdrawn where consent is the applicable basis.

The DPDP Rules, 2025 require notices to be presented clearly and to include an itemised description of personal data and the purposes for processing.

8. WITHDRAWAL OF CONSENT

Where processing is based on consent, you may request withdrawal of consent, subject to applicable law.

A request to withdraw consent does not automatically invalidate processing that was lawfully carried out before the withdrawal.

Withdrawal of consent may also affect our ability to provide certain services where the requested information is necessary for those services.

To withdraw consent or raise a privacy request, contact us using the details provided in the Contact and Grievance section of this Policy.

9. MEDICAL AND HEALTH INFORMATION

Arogyasewa recognizes that medical information is highly private and requires careful handling.

Medical information may be collected because it can be necessary to understand the patient’s transportation requirements and to coordinate an appropriate medical transfer.

You should provide accurate and relevant medical information.

Arogyasewa is not responsible for consequences arising from incomplete, inaccurate, outdated or deliberately withheld medical information supplied by a patient, attendant or representative.

Where a person submits medical information on behalf of a patient, that person should have the authority or lawful basis necessary to provide the information.

10. USE OF INFORMATION FOR EMERGENCY OR TIME-SENSITIVE TRANSPORTATION

Medical transportation requirements can sometimes be urgent.

Where immediate action is reasonably necessary to coordinate a requested service, information may need to be processed promptly.

Arogyasewa will seek to handle such information in accordance with applicable law and the circumstances of the request.

11. SHARING OF PERSONAL INFORMATION

Arogyasewa will not disclose personal information indiscriminately.

Information may be disclosed where reasonably necessary for the purpose for which it was collected, where authorized by you, where required for service delivery, or where required/permitted by applicable law.

Such disclosure may include situations involving:

– Service coordination;
– Patient transportation arrangements;
– Medical support arrangements;
– Payment processing;
– Website hosting and technical support;
– Customer support;
– Legal or regulatory compliance;
– Fraud prevention and security;
– Law enforcement or governmental authorities where legally required.

Arogyasewa does not sell personal information as a commercial commodity.

12. DATA MINIMIZATION

Arogyasewa aims to collect information that is reasonably relevant and necessary for the particular purpose for which it is being collected.

You are not required to provide information that is unrelated to the requested service.

However, if information necessary for a requested service is not provided, Arogyasewa may be unable to properly assess, coordinate or provide that service.

13. DATA RETENTION

Arogyasewa may retain personal information only for as long as reasonably necessary for the purposes for which it was collected or for other lawful purposes, including:

– Providing and administering services;
– Customer support;
– Maintaining business and transaction records;
– Resolving disputes;
– Handling complaints;
– Fraud prevention;
– Legal and regulatory compliance;
– Establishing, exercising or defending legal claims.

When personal information is no longer reasonably required and there is no legal or legitimate reason to retain it, Arogyasewa may securely delete, destroy, anonymize or otherwise dispose of it in accordance with applicable requirements.

14. DATA SECURITY

Arogyasewa takes reasonable measures designed to protect personal information against unauthorized access, misuse, alteration, disclosure, loss or destruction.

Depending upon the nature of the information and our systems, safeguards may include:

– Restricted access;
– Access controls;
– Secure storage practices;
– Password and authentication controls;
– Secure communications;
– Administrative safeguards;
– Technical safeguards;
– Monitoring and security procedures;
– Appropriate internal controls.

However, no method of electronic transmission or storage can be guaranteed to be completely secure.

Accordingly, Arogyasewa cannot guarantee absolute security of information transmitted through the internet.

15. DATA BREACHES AND SECURITY INCIDENTS

If Arogyasewa becomes aware of a personal-data security incident that requires action or notification under applicable law, we will take reasonable steps to investigate, contain and respond to the incident and provide notifications where legally required.

16. COOKIES AND SIMILAR TECHNOLOGIES

Arogyasewa.in may use cookies or similar technologies depending upon the configuration and functionality of the website.

Cookies may be used for purposes such as:

– Essential website functionality;
– Security;
– Website performance;
– Remembering preferences;
– Analytics;
– Understanding website usage;
– Improving user experience.

Where applicable law requires consent for particular categories of cookies or tracking technologies, appropriate consent mechanisms may be used.

You may also be able to control cookies through your browser settings. Disabling certain cookies may affect website functionality.

17. ANALYTICS AND WEBSITE IMPROVEMENT

Arogyasewa may use website analytics or similar technologies to understand general patterns such as:

– Number of visitors;
– Popular pages;
– General website usage;
– Technical performance;
– Website errors;
– User interaction patterns.

Analytics information may be used to improve the website and customer experience.

18. COMMUNICATION THROUGH PHONE, EMAIL AND WHATSAPP

When you contact Arogyasewa through telephone, email or WhatsApp, the information you provide may be used to:

– Respond to your enquiry;
– Understand your service requirement;
– Coordinate patient transportation;
– Provide quotations;
– Provide customer support;
– Communicate important service information.

You should avoid sending unnecessary personal or medical information through communication channels.

Where medical information is required, provide only information reasonably necessary for the requested service.

19. PAYMENT INFORMATION

Where online or electronic payments are available, payment information may be processed through the applicable payment process.

Arogyasewa may retain transaction-related information necessary for:

– Accounting;
– Reconciliation;
– Invoicing;
– Refunds;
– Customer support;
– Legal compliance.

Arogyasewa does not request that customers disclose passwords, ATM PINs, OTPs or similar confidential authentication credentials to our staff.

You should never share such credentials with anyone claiming to represent Arogyasewa.

20. CHILDREN AND MINORS

Arogyasewa may provide transportation services involving patients who are minors.

Where personal information concerning a minor is provided, it should ordinarily be submitted by or through the child’s parent, lawful guardian or another person authorized to act on the child’s behalf.

Where applicable law requires verifiable parental or guardian consent, Arogyasewa will follow the applicable requirements.

The DPDP framework contains specific protections concerning processing of children’s personal data.

21. INFORMATION PROVIDED ON BEHALF OF ANOTHER PERSON

If you provide information about another individual, including a patient or family member, you represent that you have the authority or lawful basis to provide that information and request the relevant service.

You should ensure that the information provided is accurate and not misleading.

22. YOUR PRIVACY RIGHTS

Subject to applicable law and any applicable limitations, you may have rights relating to your personal data, including:

– The right to obtain information regarding processing of your personal data;
– The right to request correction of inaccurate or incomplete information;
– The right to request erasure where applicable;
– The right to withdraw consent where processing is based on consent;
– The right to raise a grievance;
– The right to exercise other rights available under applicable law;
– The right to nominate another individual where provided by applicable law.

The DPDP Act expressly provides rights concerning access to information, correction and erasure, grievance redressal and nomination.

23. HOW TO EXERCISE YOUR RIGHTS

To submit a privacy request, you may contact Arogyasewa using:

Email: info@arogyasewa.in
Phone: +91 9136076290
Website: Arogyasewa.in

Your request should, where reasonably necessary, contain enough information for us to understand and process the request.

For security purposes, Arogyasewa may need to verify the identity or authority of the person making the request before providing, correcting or deleting personal information.

24. GRIEVANCE REDRESSAL

If you have any concern, complaint or question regarding the processing of your personal information, you may contact Arogyasewa through the contact details provided below.

Privacy / Grievance Contact

Arogyasewa Services Pvt. Ltd.
Email: info@arogyasewa.in
Phone: +91 9136076290
Website: Arogyasewa.in

Designated Privacy/Grievance Officer:  if applicable

We will review and address privacy-related complaints in accordance with applicable law and our internal procedures.

The DPDP framework contemplates accessible mechanisms for individuals to exercise their rights and raise grievances.

25. DATA ACCURACY

You are responsible for providing accurate, complete and updated information when interacting with Arogyasewa.

Inaccurate or incomplete medical information may affect our ability to properly understand and coordinate the requested transportation service.

If you discover that information provided to us is incorrect, you may contact us to request appropriate correction, subject to applicable law.

26. THIRD-PARTY WEBSITES AND LINKS

Our website may contain links or references to websites or online services that are not operated or controlled by Arogyasewa.

This Privacy Policy applies to Arogyasewa’s website and information-handling practices.

We recommend reviewing the privacy policies of external websites before providing personal information to them.

27. INFORMATION SECURITY AND RESPONSIBLE USE

Customers should take reasonable precautions when communicating sensitive information online.

You should not provide:

– Passwords;
– OTPs;
– ATM PINs;
– Banking passwords;
– Payment authentication credentials;
– Other confidential security credentials

to any person claiming to represent Arogyasewa.

If you suspect unauthorized access, fraud or misuse involving your information, contact Arogyasewa immediately.

28. CHANGES TO THIS PRIVACY POLICY

Arogyasewa may update this Privacy Policy from time to time to reflect:

– Changes in our services;
– Changes in technology;
– Changes in applicable law;
– Changes in regulatory requirements;
– Changes in our privacy practices.

The updated version will be published on Arogyasewa.in with the revised “Last Updated” date.

We encourage users to periodically review this Privacy Policy.

29. RELATIONSHIP WITH TERMS & CONDITIONS

This Privacy Policy explains how Arogyasewa handles personal information.

Our Terms & Conditions govern the use of the website and the terms applicable to our services.

The two documents are separate but should be read together.

Where the Terms & Conditions refer to personal information, such information should be understood as being handled in accordance with this Privacy Policy and applicable law.

30. GOVERNING LAW

This Privacy Policy shall be interpreted in accordance with the applicable laws of India, including applicable data-protection and privacy laws and regulations.

Nothing in this Privacy Policy limits any rights or protections that cannot lawfully be excluded under applicable law.

31. CONTACT AROGYASEWA

For privacy-related questions, requests, complaints or concerns, please contact:

Arogyasewa Services Pvt. Ltd.

Phone: +91 9136076290
Email: info@arogyasewa.in
Website: Arogyasewa.in

Designated Privacy / Grievance Contact: if applicable

32. ACKNOWLEDGEMET

By using Arogyasewa.in or voluntarily submitting personal information to Arogyasewa, you acknowledge that you have had an opportunity to read and understand this Privacy Policy.

Where applicable law requires consent, consent will be obtained through an appropriate mechanism.

END OF PRIVACY POLICY