Privacy Policy

1. Information We Collect

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

a. Personal and health information you provide

• Name, age, date of birth and gender
• Contact details, including mobile number, email address and postal address
• Information about your physical, physiological and mental health condition, symptoms, medical history and records
• Test results, diagnostic reports, prescriptions and other clinical documents you upload or share
• Appointment and second-opinion details, including the doctor or speciality selected
• Insurance and surgery-estimate details, and payment-related information processed through our payment-gateway partners
• Identity or travel documents where required, for example for international patients
• Information you submit when applying for a job (career applications) or making an enquiry

2. How We Collect Information

• When you fill in a form, book an appointment, second opinion, surgery estimate or call-back, or make an enquiry on the Website
• When you register as a patient or provide information in the course of receiving care
• When you contact us by phone, email, WhatsApp or in person
• Automatically, through cookies and similar technologies when you browse the Website
• From third parties such as insurers, third-party administrators or referring providers, where relevant to your care

3. How We Use Your Information

We use your information for purposes that include:

• Providing healthcare services, scheduling and confirming appointments, and delivering second opinions
• Communicating with you by phone, SMS, WhatsApp or email regarding appointments, reports, payments, follow-ups and service updates
• Processing payments and facilitating insurance and surgery-estimate requests
• Responding to your enquiries, feedback and grievances
• Operating, maintaining, improving and personalising the Website and our services, and carrying out analytics and research
• Processing career applications and recruitment
• Sending you health information, offers or promotional communications where you have not opted out
• Complying with legal and regulatory obligations and responding to lawful requests, court orders or government directions
• Detecting, preventing and addressing fraud, security issues, or misuse of the Website

4. How We Share Your Information

We do not sell your personal information. We may share it only as necessary and with appropriate safeguards, with:

• Our doctors, clinical and administrative staff involved in your care
• Service providers and partners who support our operations, such as payment gateways, IT and cloud hosting providers, communication and analytics providers, on a need-to-know basis
• Insurers and third-party administrators, where you request insurance facilitation or cashless services
• Regulatory, governmental, judicial or law-enforcement authorities, where required by applicable law or legal process
• A successor entity in connection with any merger, acquisition, reorganisation or sale of assets, subject to this Policy

Where information is shared with third parties, we require them to maintain confidentiality and security standards consistent with this Policy and applicable law. Where any transfer of information outside India is involved, we take reasonable steps to ensure it remains protected in accordance with applicable law.

5. Data Security

We adopt reasonable security practices and procedures, including role-based access controls, password protection, encryption where appropriate, and need-to-know access, to protect your information against unauthorised access, alteration, disclosure or destruction.

However, no method of transmission over the internet or electronic storage is completely secure. While we strive to protect your information, we cannot guarantee absolute security, and you share information with us at your own risk to the extent permitted by law.

6. Cookies and Tracking Technologies

Cookies are small data files stored on your device that help us recognise your browser, remember your preferences, analyse website traffic and improve your experience. We and authorised third parties may use cookies and similar technologies on the Website. You can configure your browser to refuse or delete cookies; however, some features of the Website may not function properly if cookies are disabled.

As there is no consistent industry standard for “Do Not Track” signals, the Website does not currently respond to such signals. We will revisit this if standards develop.

7. Data Retention

We retain your personal information for as long as necessary to fulfil the purposes described in this Policy, to provide you with services, and to comply with our legal, regulatory, accounting and medical record-keeping obligations. Medical records are retained in accordance with applicable Indian regulations. When information is no longer required, we take reasonable steps to delete or anonymise it securely.

8. Your Rights and Choices

Subject to applicable law, you have the right to:

• Access the personal information we hold about you and request a summary of how it is processed
• Request correction or updating of inaccurate or incomplete information
• Withdraw your consent to the processing of your information, where processing is based on consent
• Request erasure of your personal information, subject to legal and medical record-retention requirements
• Opt out of promotional or marketing communications at any time
• Nominate another individual to exercise your rights in the event of death or incapacity, as provided under applicable law

To exercise any of these rights, please contact us using the details in Section 11. Please note that withdrawing consent or requesting erasure may limit or prevent our ability to provide certain services. We will respond to valid requests within the timelines required under applicable law.

9. Children’s Privacy

Where services are sought on behalf of a child below 18 years of age, they must be requested and managed by the child’s parent or lawful guardian, who is responsible for the information provided. We process a child’s personal data in a manner consistent with applicable law and do not knowingly use such data in any way that is detrimental to the child.

10. Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or in applicable law. Any changes will be posted on this page with an updated “Last updated” date, and, where required by law, we will obtain your consent. We encourage you to review this page periodically.

11. Grievance Officer and Contact Details

If you have any questions, concerns or grievances regarding this Privacy Policy or the processing of your personal information, you may contact our Grievance Officer, who will address your concern within the timelines prescribed under applicable law:

Grievance Officer | Lux Hospitals Pvt. Limited

Email: care@luxhospitals.com

Phone: 07969084422

Address: Plot No. 116, Lumbini Avenue, HITEC CITY (near IKEA), Hyderabad: 500032, Telangana, India