Privacy Policy

This Privacy Policy explains how RedMedi Diagnostic Centre, and where applicable its operating/legal entity, RedMedi Diagnostics Private Limited ("RedMedi", "we", "us", or "our"), collects, receives, uses, stores, processes, discloses and protects information relating to users of our website, mobile applications, online booking services, diagnostic services, sample-collection services, customer-support channels and related services (collectively, the "Services").

By using our website or Services, you acknowledge that you have read this Privacy Policy. Where applicable law requires consent, we will obtain the consent required before processing personal data for the relevant purpose.

1. Who Is Responsible for Your Data?

For personal data processed through the RedMedi website and Services, RedMedi may act as the entity responsible for determining the purposes and means of processing such information, subject to the nature of the particular service and applicable law.

If RedMedi Diagnostics Private Limited is the legal entity operating the website, replace the above name with the exact legal entity name wherever applicable.

Disclaimer: The exact legal role of RedMedi may differ depending on whether information is processed by RedMedi itself, a healthcare provider, referral partner, laboratory, technology provider, payment provider or another service provider. This Privacy Policy does not alter the legal responsibilities allocated between those parties under applicable law or contract.

2. Information We Collect

Depending on how you interact with us, we may collect the following categories of information.

2.1 Identity and Contact Information

This may include:

• Full name
• Age/date of birth
• Gender where relevant to the service
• Mobile number
• Email address
• Residential or service address
• Billing address
• Communication preferences
• Emergency/contact-person information where voluntarily provided

Disclaimer: We will generally collect only information that is reasonably necessary for the particular purpose. Certain information may be mandatory for identification, booking, sample collection, billing, reporting, regulatory or operational purposes.

2.2 Diagnostic and Health Information

Depending on the Services requested, we may process:

• Test orders
• Test names and selected packages
• Medical history provided by you
• Relevant symptoms or clinical information provided for testing
• Diagnostic reports
• Test observations and results
• Sample information
• Collection information
• Doctor/referring-provider information
• Previous reports supplied by you
• Information required for interpretation or validation of a diagnostic service
• Information concerning special collection requirements
• Other health-related information voluntarily provided by you or lawfully received from an authorised healthcare provider

Important: Diagnostic information is confidential and will be handled according to applicable law, professional requirements, contractual obligations and our internal confidentiality and security procedures.

Disclaimer: RedMedi does not represent that every item of information displayed on the website constitutes a medical record or a medical diagnosis. Information becomes part of a patient's clinical/diagnostic record where it is collected and maintained for that purpose.

3. Information Relating to Samples

When you use a diagnostic service, we may process information relating to:

• Sample type
• Sample collection date/time
• Sample identification number
• Collection location
• Processing status
• Laboratory accession information
• Test status
• Sample rejection/recollection information
• Quality-control information
• Report-generation and validation information

Where necessary, samples may be transferred between authorised facilities, laboratories or service providers involved in completing the requested diagnostic service.

Disclaimer: Biological samples may be retained, processed, transferred, archived, destroyed or otherwise handled according to the applicable test requirements, laboratory procedures, legal requirements, quality standards and retention schedules. The retention period may therefore differ between tests.

4. Payment and Billing Information

Where online payment is available, we may process:

• Transaction amount
• Order/invoice information
• Payment status
• Transaction reference
• Billing information

Payment card, banking or other financial credentials may be processed directly by authorised payment gateways or financial-service providers.

Unless specifically stated otherwise, RedMedi does not intend to store complete card numbers, CVV numbers or banking passwords on its own systems.

Disclaimer: Payment processing is subject to the terms, privacy policies and security practices of the relevant payment provider. RedMedi is not responsible for security incidents occurring solely within a third-party payment provider's systems.

5. Technical and Device Information

When you access our website or digital Services, certain technical information may automatically be collected, including:

• IP address
• Browser type
• Operating system
• Device type
• Device identifiers where applicable
• Approximate location derived from technical information where permitted
• Website pages visited
• Date and time of access
• Referral/source information
• Session information
• Error logs
• Security logs
• Cookie and similar technology information

Disclaimer: Technical information is generally used for website operation, security, analytics, troubleshooting and service improvement. We do not treat technical data as medical information merely because it relates to a person who has used a diagnostic service.

6. Cookies and Similar Technologies

We may use cookies, pixels, local storage, analytics technologies and similar mechanisms for purposes such as:

• Essential website functionality
• Login/session management
• Security
• Remembering preferences
• Website performance
• Analytics
• Understanding website usage
• Improving user experience
• Marketing or advertising, where lawfully permitted and where applicable consent is required

You may be able to control certain cookies through your browser or device settings.

Disclaimer: Disabling certain cookies may affect the functionality of portions of the website. Third-party analytics, advertising or embedded-service providers may use their own technologies subject to their respective policies.

7. Why We Use Your Information

We may process information for the following purposes:

7.1 Providing Diagnostic Services

To:

• Accept and manage bookings
• Schedule sample collection
• Collect and identify samples
• Process tests
• Generate reports
• Deliver reports
• Communicate test status
• Coordinate with authorised healthcare providers
• Handle recollection or service-related issues
• Provide customer support

7.2 Account and Website Operations

To:

• Create and maintain accounts where applicable
• Authenticate users
• Maintain sessions
• Provide requested website functionality
• Prevent misuse
• Troubleshoot technical issues

7.3 Communications

To send:

• Booking confirmations
• Appointment reminders
• Sample-collection updates
• Report availability notifications
• Transaction confirmations
• Service-related communications
• Customer-support responses
• Important policy or security notices

7.4 Legal and Regulatory Compliance

To comply with applicable:

• Laws
• Regulations
• Court orders
• Government directions
• Regulatory requirements
• Laboratory requirements
• Accounting/tax requirements
• Record-retention obligations

7.5 Security and Fraud Prevention

To:

• Detect suspicious activity
• Prevent unauthorised access
• Investigate security incidents
• Protect patients and users
• Protect our systems and infrastructure
• Prevent fraudulent bookings or transactions

7.6 Service Improvement

We may use appropriately protected information to understand operational performance, improve website functionality, improve service quality and maintain security.

Where practical and appropriate, we may use aggregated, anonymised or de-identified information for analytical or operational purposes.

Disclaimer: We do not use your diagnostic information for unrelated commercial purposes merely because you have used our Services. Any additional processing will be subject to applicable law and, where required, appropriate notice or consent.

8. Legal Basis / Permitted Processing

Depending on the applicable legal framework and the circumstances, personal data may be processed where:

• You have provided valid consent;
• Processing is necessary to provide a service requested by you;
• Processing is necessary to comply with a legal obligation;
• Processing is necessary for permitted legitimate or lawful purposes under applicable law;
• Processing is necessary to protect vital interests or respond to emergencies where legally permitted;
• Processing is otherwise permitted or required by applicable law.

Under India's Digital Personal Data Protection framework, individuals have rights including correction/erasure and grievance redressal, subject to applicable legal conditions and exceptions.

Disclaimer: The availability and scope of a particular legal right may depend on whether the relevant provision is applicable to the particular processing activity and whether any statutory exception or retention obligation applies.

9. Sharing and Disclosure of Information

We may disclose information only where reasonably necessary and legally permitted.

9.1 Healthcare Providers

Where necessary to provide diagnostic services, information may be shared with:

• Referring doctors
• Treating physicians
• Hospitals
• Clinics
• Authorised healthcare professionals

Where appropriate, we may verify authority before releasing confidential diagnostic information.

Disclaimer: We are not responsible for independent processing performed by a healthcare provider after lawful receipt of information. Such provider may have its own privacy obligations and policies.

9.2 Laboratories and Service Partners

We may share relevant information with authorised:

• Reference laboratories
• Diagnostic laboratories
• Sample-collection partners
• Logistics providers
• Healthcare service partners

where required to complete the requested service.

9.3 Technology and Infrastructure Providers

We may use third-party providers for:

• Cloud hosting
• Database infrastructure
• Website hosting
• Cybersecurity
• SMS
• Email
• WhatsApp or other communications
• Customer support
• Analytics
• Software infrastructure
• Document/report delivery

Such providers may process information only as necessary to provide their contracted services, subject to applicable contractual and legal requirements.

9.4 Payment Providers

Payment-related information may be shared with authorised payment processors to complete transactions and prevent fraud.

9.5 Government and Legal Authorities

We may disclose information where required or permitted by law, including in response to:

• Court orders
• Legal processes
• Government requests
• Regulatory requirements
• Law-enforcement requests
• Public-health requirements
• Fraud investigations
• Cybersecurity investigations

Disclaimer: We will not disclose more information than reasonably necessary for the relevant lawful purpose, subject to applicable law and circumstances.

10. Data Processors and Third-Party Services

We may engage vendors to process personal data on our behalf.

Examples may include:

• Hosting providers
• Cloud infrastructure providers
• Payment processors
• SMS/email providers
• Customer-support platforms
• Laboratory information systems
• Sample logistics providers
• Analytics providers
• Cybersecurity providers

Disclaimer: Third-party services may have separate privacy policies. RedMedi cannot guarantee the practices of an independent third party outside RedMedi's reasonable contractual and operational control.

11. Cross-Border Data Processing

Certain service providers may process or store information outside India, where permitted under applicable law.

Where cross-border processing occurs, RedMedi will take measures required by applicable law and its contractual arrangements with relevant service providers.

Disclaimer: The location and infrastructure used for processing may change as technology vendors and service providers change. Users should not assume that all information is physically stored at RedMedi's premises.

12. Data Security

We maintain reasonable administrative, technical and organisational safeguards appropriate to the nature of the information processed.

Measures may include:

• Access controls
• Role-based access
• Authentication
• Password controls
• Encryption where appropriate
• Secure transmission
• Logging and monitoring
• Backup procedures
• Security testing
• Vendor controls
• Employee confidentiality obligations
• Incident-management procedures

Important Disclaimer: No website, application, database, network or electronic transmission can be guaranteed to be completely secure. Accordingly, RedMedi cannot guarantee absolute security against every possible cyberattack, malware event, technical failure, unauthorised access or force-majeure event.

13. Confidentiality of Diagnostic Reports

Diagnostic reports may contain confidential health information.

Reports may therefore be delivered through appropriate channels such as:

• Secure online account
• Registered mobile number
• Registered email address
• Physical delivery
• Authorised healthcare provider
• Other verified delivery mechanism

RedMedi may require identity or contact verification before releasing confidential information.

Disclaimer: Users are responsible for maintaining the security of their email accounts, mobile devices, passwords, OTPs and other credentials. RedMedi is not responsible for unauthorised access caused by credentials or devices being compromised outside RedMedi's reasonable control.

14. Accuracy of Information

You are responsible for providing accurate information when booking or using our Services.

Incorrect information may affect:

• Patient identification
• Sample collection
• Test selection
• Billing
• Report delivery
• Interpretation by healthcare professionals

Disclaimer: If you identify an error in your personal information or diagnostic report, contact RedMedi promptly. Corrections to diagnostic information may be subject to laboratory verification and applicable clinical/documentation procedures.

15. Medical Information Disclaimer

Information displayed on the RedMedi website, including:

• Test descriptions
• Health articles
• Package descriptions
• Reference ranges
• Educational material
• Frequently asked questions
• Search results
• Health information
• Promotional content

is provided for general informational purposes unless expressly identified as part of a diagnostic service or professional medical communication.

It is not a substitute for professional medical advice, diagnosis or treatment.

You should not delay seeking professional medical care because of information obtained from this website.

In an emergency, contact appropriate emergency medical services or seek immediate in-person medical attention.

Disclaimer: RedMedi does not guarantee that general educational information is appropriate for your individual medical circumstances.

16. Test Results Are Not a Substitute for Medical Consultation

A laboratory result should be interpreted in the context of the patient's symptoms, medical history, examination, medications and other clinical information.

Reference intervals and test interpretation may vary according to:

• Laboratory method
• Instrument
• Population
• Age
• Sex
• Clinical circumstances
• Sample conditions
• Other laboratory factors

Disclaimer: RedMedi does not represent that a single test result, reference interval or package can independently establish or exclude a medical diagnosis. Clinical interpretation should be undertaken by an appropriately qualified healthcare professional.

17. Artificial Intelligence / Automated Information

Where RedMedi uses automated systems, algorithms or artificial intelligence for operational, administrative or informational purposes, such technology should not be treated as an independent medical professional.

Unless expressly stated otherwise, automated website tools are not intended to independently diagnose disease, prescribe medicines or replace a qualified healthcare professional.

Disclaimer: Any clinical decision or interpretation requiring professional judgment should be made by an appropriately qualified healthcare professional.

18. Children and Minors

Where Services are provided to a minor, the parent, guardian or other legally authorised person may be required to provide information, consent or verification as required by applicable law.

Where legally required, RedMedi will take appropriate steps for obtaining verifiable parental or guardian consent before processing a child's personal data.

Disclaimer: Parents/guardians are responsible for ensuring that information supplied on behalf of a minor is accurate and that they are legally authorised to provide the required consent.

19. Your Data Rights

Subject to applicable law, you may have rights concerning your personal data, including rights to:

• Obtain information about processing;
• Request correction or updating of inaccurate information;
• Request completion of incomplete information;
• Request erasure where legally permitted;
• Withdraw consent where processing is based on consent;
• Raise a grievance;
• Exercise other rights available under applicable law.

Some requests may be refused or limited where retention or processing is required by law, necessary for a legitimate operational purpose permitted by law, required for legal claims, public-health purposes, regulatory compliance, or other lawful purposes.

Disclaimer: Deletion of information does not necessarily mean immediate destruction of every record. Medical, accounting, legal, regulatory and operational records may be retained for periods required or permitted by law.

20. How to Exercise Your Rights

You may contact us using:

To protect confidentiality, RedMedi may request reasonable information necessary to verify your identity before processing a request involving personal or health information.

Disclaimer: Requests made by persons who cannot establish appropriate authority may be declined to protect patient confidentiality.

21. Grievance Redressal

If you have a privacy complaint or concern, please contact RedMedi first using the contact information above.

Your complaint should preferably include:

• Name
• Contact information
• Relevant booking/order/reference number
• Description of the concern
• Supporting information, where appropriate

We will review and respond according to applicable law and our internal grievance procedures.

Disclaimer: Nothing in this section limits any statutory right or legal remedy available to you under applicable law.

22. Data Retention

We retain personal and diagnostic information only for as long as reasonably necessary for the purpose for which it was collected, or for as long as required or permitted under applicable law.

Retention may be necessary for:

• Diagnostic records
• Patient safety
• Quality management
• Laboratory traceability
• Accounting and taxation
• Legal claims
• Regulatory requirements
• Fraud prevention
• Dispute resolution
• Compliance obligations

When information is no longer required, it may be securely deleted, anonymised or otherwise disposed of according to applicable procedures.

Disclaimer: Different categories of records may have different retention periods. RedMedi does not promise that every record will be deleted immediately upon request.

23. Data Breaches and Security Incidents

If RedMedi becomes aware of a personal-data security incident requiring notification under applicable law, we will take appropriate steps required by law, which may include investigation, containment, remediation and notification to relevant persons or authorities where legally required.

Disclaimer: RedMedi cannot guarantee that a security incident will never occur.

24. Links to Third-Party Websites

The website may contain links to third-party websites, applications, payment services, maps, healthcare resources or other services.

Once you leave RedMedi's website, the third party's own terms and privacy policy may apply.

Disclaimer: RedMedi is not responsible for the privacy, security, content or practices of independent third-party websites.

25. Marketing Communications

Where permitted by applicable law, RedMedi may communicate information about:

• Services
• Packages
• Offers
• Health campai