Last Updated: 10 December 2025

Santhora Health & Wellness Private Limited (“Santhora Health”, “Santhora”, “we”, or “our”) is committed to protecting the privacy of visitors to our website and registered users of the Santhora Health platform. This Privacy Policy explains how personal information is collected, used, and safeguarded when you interact with us.

This Policy is published in accordance with the Information Technology Act, 2000, and the Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011 (“SPDI Rules”). For users accessing our services from outside India, this Policy also aligns with global data protection standards, including principles of the EU General Data Protection Regulation (GDPR).

By accessing or using our website, you agree to the terms of this Privacy Policy. If you do not agree with these terms, please discontinue use of our services.

Definitions

Personal Data: Any information that identifies or can identify an individual, such as name, contact details, location, or communication data.

Sensitive Personal Data: Medical records, health information, diagnostic reports, or any information classified as sensitive under the SPDI Rules.

Service Providers: Third parties that provide hosting, analytics, CRM, IT support, or medical support services.

Medical Partners: Hospitals, clinics, doctors, or healthcare facilities that evaluate or prepare treatment plans.

What Personal Data Do We Collect?

Santhora Health may collect, store, and use the following types of information (“Collected Information”):

A. Information about your visits and use of our website and platform
• IP address
• Geographical location
• Browser type
• Referral source
• Duration of visit and page views

B. Information related to your enquiries or transactions
When you contact us for medical treatment options or services, we may collect:
• First and last name
• Title
• Contact details (email, phone)
• Professional and personal information (as needed for case evaluation)
• Location data
• Email and call communication data

C. Registration and subscriptions
When you register on our website, request a quote, or subscribe to updates, we collect:
• Name
• Email address
• Phone number

D. Medical reports
Patients may share medical records with us to connect with hospitals or doctors. These reports are used only for medical evaluation and are never shared with advertisers or unrelated third parties.

Additional clarifications:
• By voluntarily submitting medical reports, you give us explicit consent to process sensitive health information solely for treatment facilitation.
• Access to medical reports is restricted to authorized medical coordinators.
• All medical files are stored in encrypted and access-controlled systems.
• Reports are shared with hospitals/doctors only for preparing treatment plans and only when necessary.

Cookies and Tracking Technologies

Our website uses cookies to improve user experience and track site performance. Cookies are small text files placed on your browser that help us identify returning visitors.

Cookies help us understand how visitors use our site, improve content relevance, and enhance navigation.

Most browsers allow you to refuse cookies, but doing so may limit certain features of our site.

We may also use third-party analytics and service providers to track website performance.

Additional disclosures:
• We may use analytics tools such as Google Analytics, Meta Pixel, or similar technologies.
• Cookies may include essential cookies, functional cookies, analytics cookies, and performance cookies.
• You may disable cookies through your browser settings or use opt-out features offered by analytics providers.

For more details, see our Cookies Policy.

Why We Use Collected Information

Collected Information may be used for the following purposes:

• To contact you via email, phone, or messaging platforms regarding your medical enquiry
• To improve website performance and usability
• To enhance your browsing experience by showing relevant content
• To share treatment plans and cost estimates from hospitals/doctors
• To provide updates and relevant healthcare information (if you have opted in)
• To generate statistical insights (without identifying individual users)
• To support patient education through stories, testimonials, and resources

Additional clarifications:
• Medical data is used strictly for evaluation, coordination with medical partners, and preparing treatment pathways.
• Processing is done only for legitimate purposes and never for marketing unless explicitly permitted.

Lawful Grounds

Santhora Health processes data on the basis of:

• Legitimate interest: Understanding how users engage with our platform and improving services
• Consent: When you voluntarily share medical reports, register, or subscribe to communication
• Legal requirements: When disclosure is required under applicable laws

If accessing from outside India, your rights under relevant jurisdictional laws remain applicable.

Sharing Collected Information

Santhora Health may share your personal data only in the following cases:

• With partner hospitals and doctors, for the purpose of preparing a treatment plan
• With trusted third-party service providers (e.g., hosting, CRM, or IT support), under strict confidentiality agreements
• If required by law or legal proceedings
• For fraud prevention or national security obligations

Santhora Health does not sell or rent personal data to advertisers.

Additional improvements:
• Data may be shared with medical partners outside India based on your selected country of treatment.
• All partner hospitals receive medical records through secure encrypted channels.
• Service providers operate under strict data-protection terms ensuring confidentiality and restricted access.

Security of Your Information

Personal data is stored on secure servers. Access is restricted to authorized personnel only. While data transmission over the Internet cannot be guaranteed as 100% secure, Santhora Health uses industry-standard safeguards to minimize risks.

Enhanced security details:
• All communication with our servers uses SSL/HTTPS encryption.
• Medical reports and sensitive documents are stored using data-at-rest encryption.
• Only trained medical coordinators have access to sensitive files through role-based access controls.
• We maintain regular security audits and follow reasonable security practices as mandated under SPDI Rules.
• In case of any suspected breach, we will take immediate steps to secure the data and notify affected users where required.

Patients are responsible for maintaining the confidentiality of login credentials (if applicable).

International Transfers

If you are accessing our services from outside India, your personal data will be transferred to India for processing. Santhora Health works only with service providers who comply with global data protection standards.

Additional clarification:
• When you choose treatment outside India, your data may be shared with hospitals or doctors located in that country.
• Such transfers are restricted to medical evaluation purposes and follow strict confidentiality commitments.

Data Retention

We retain personal data as long as it is necessary for providing medical facilitation services, or until you request deletion.

Extended retention details:
• Medical reports may be retained for up to 24 months unless deletion is requested earlier, to support ongoing or future medical consultations.
• Communication logs may be stored for compliance and service-quality purposes.
• Backups may retain anonymized or residual data for system integrity.
• Data of minors submitted by guardians is retained with the same safeguards and timelines.

Data may be securely purged at our discretion to maintain system integrity.

Third-Party Websites

Our website may contain links to other sites. Santhora Health is not responsible for the privacy practices of third-party websites.

Your Rights

You have the right to:

• Request access to your personal data
• Correct or update inaccurate data
• Request deletion of your data (under certain conditions)
• Withdraw consent at any time (where applicable)
• Raise a complaint with the relevant data protection authority

Additional clarifications:
• We may require identity verification before processing any rights request.
• Withdrawal of consent does not affect processing already completed.
• If you request deletion of medical records, we will securely erase them unless required by law to retain them.

Changes to This Privacy Policy

Santhora Health may update this Privacy Policy from time to time. The revised version will be posted on this page with an updated date.

For significant changes, we may notify users through email or platform announcements.

Contact Us

For questions about this Privacy Policy, or to exercise your rights regarding your personal data, please contact:

Email: care@santhorahealth.com