Privacy Policy

1. Introduction

neuera.care ("we," "our," or "us") is committed to protecting your privacy and personal data. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our digital health platform and telemedicine services.

This policy is designed to comply with:

Digital Personal Data Protection Act, 2023 (DPDPA)
Information Technology Act, 2000 and IT Rules, 2011
Telemedicine Practice Guidelines issued by the National Medical Commission, 2020
Consumer Protection Act, 2019

By using our services, you consent to the practices described in this Privacy Policy.

2. Information We Collect

2.1 Personal Information

We collect the following types of personal information:

Identity Data: Full name, date of birth, gender, age
Contact Data: Email address, mobile number, residential address, city
Account Data: Username, password (encrypted), preferences
Payment Data: Payment method details, transaction history (processed through secure third-party payment gateways)

2.2 Sensitive Personal Health Information

As a healthcare service provider, we collect sensitive health information including:

Medical history and health conditions
Symptoms, diagnoses, and treatment plans
Laboratory test results and diagnostic reports
Menstrual cycle information and reproductive health data
Prescription and medication details
Consultation notes and clinical observations by registered medical practitioners

2.3 Technical and Usage Data

Device information (IP address, browser type, operating system)
Usage patterns and interaction with our platform
Cookies and similar tracking technologies
Communication records (WhatsApp messages, email correspondence, call logs)

3. How We Use Your Information

We process your personal and health data for the following purposes:

Healthcare Delivery: To provide telemedicine consultations, create personalized care plans, monitor your health progress, and coordinate with diagnostic laboratories
Communication: To send appointment reminders, test results, health updates, and treatment guidance via WhatsApp, email, or SMS
Service Improvement: To analyze usage patterns, improve our platform, and enhance user experience
Legal Compliance: To maintain medical records as required under the Clinical Establishments Act and NMC guidelines
Payment Processing: To process payments and maintain financial records
Emergency Situations: To share relevant medical information with emergency services or hospitals when necessary for your safety

4. Legal Basis for Processing

We process your data based on:

Consent: Your explicit consent to use our healthcare services
Contract Performance: Processing necessary to fulfill our service agreement with you
Legal Obligation: Compliance with medical record-keeping requirements and telemedicine regulations
Vital Interests: Protection of your health and safety in emergency situations
Legitimate Interests: Improving our services while respecting your privacy rights

5. Data Sharing and Disclosure

5.1 Healthcare Providers

Your health information is shared with:

Registered OBGYN specialists and medical practitioners providing your care
Nutritionists, dietitians, and other healthcare professionals in your care team
Diagnostic laboratories for test processing (only necessary information)

5.2 Service Providers

We may share limited data with:

Cloud hosting and data storage providers (servers located in India)
Payment gateway providers for secure payment processing
WhatsApp Business API for healthcare communication
Analytics and platform improvement services

5.3 Legal Requirements

We may disclose your information when required by:

Court orders, legal processes, or government authorities
Law enforcement agencies for crime prevention or investigation
Public health authorities during disease outbreaks or epidemics

We do not sell, rent, or trade your personal or health information to third parties for marketing purposes.

6. Data Security

We implement industry-standard security measures to protect your data:

Encryption: End-to-end encryption for sensitive health data transmission
Access Controls: Role-based access restrictions; only authorized healthcare providers can view your medical records
Secure Storage: Data stored on secure servers located in India with regular security audits
Authentication: Multi-factor authentication for healthcare provider access
Regular Backups: Automated encrypted backups to prevent data loss
Staff Training: Regular privacy and security training for all team members

Despite our best efforts, no system is 100% secure. We encourage you to use strong passwords and report any suspicious activity immediately.

7. Data Retention

We retain your data as follows:

Medical Records: Retained for 5 years from the last consultation as per Clinical Establishments (Registration and Regulation) Act, 2010
Payment Records: Retained for 7 years as per Income Tax Act, 1961
Communication Logs: Retained for 3 years for quality assurance and dispute resolution
Marketing Data: Retained until you withdraw consent or 3 years, whichever is earlier

After the retention period, data is securely deleted or anonymized for research purposes (with aggregated, non-identifiable information only).

8. Your Rights Under DPDPA

You have the following rights regarding your personal data:

Right to Access: Request a copy of your personal and health data
Right to Correction: Request correction of inaccurate or incomplete data
Right to Erasure: Request deletion of your data (subject to legal retention requirements)
Right to Data Portability: Receive your data in a structured, machine-readable format
Right to Withdraw Consent: Withdraw consent for data processing at any time
Right to Nominate: Nominate another individual to exercise your rights in case of death or incapacity
Right to Grievance Redressal: Lodge a complaint with our Data Protection Officer or the Data Protection Board of India

To exercise these rights, contact us at privacy@neuera.care or +91 9999999999.

9. Cookies and Tracking Technologies

We use cookies and similar technologies to:

Maintain your login session and preferences
Analyze website traffic and user behavior
Improve platform functionality and user experience

You can control cookies through your browser settings. Note that disabling cookies may affect certain features of our platform.

10. Third-Party Links

Our platform may contain links to third-party websites (e.g., diagnostic labs, payment gateways). We are not responsible for the privacy practices of these external sites. Please review their privacy policies before sharing your information.

11. Children's Privacy

Our services are intended for adults aged 18 and above. We do not knowingly collect personal information from minors without parental/guardian consent. If you are a parent or guardian and believe we have collected information about a minor, please contact us immediately.

12. Data Protection Officer

For privacy-related inquiries, complaints, or to exercise your rights:

Data Protection Officer
neuera.care
Email: privacy@neuera.care
Phone: +91 9999999999
Response Time: Within 7 working days

13. Changes to This Privacy Policy

We may update this Privacy Policy periodically to reflect changes in our practices or legal requirements. We will notify you of material changes via email or prominent notice on our platform. Your continued use of our services after such changes constitutes acceptance of the updated policy.

14. Governing Law and Jurisdiction

This Privacy Policy is governed by the laws of India. Any disputes arising from this policy shall be subject to the exclusive jurisdiction of the courts in Delhi, India.

15. Contact Us

For questions, concerns, or feedback about this Privacy Policy:

neuera.care
Email: care@neuera.care
Phone: +91 9999999999
WhatsApp: +91 9999999999