Privacy Policy

Introduction

This Privacy Policy explains how [Company Legal Name] ("Arogya", "we", "us", or "our") collects, uses, stores, shares, and protects personal information when people visit our website, use the Arogya platform, interact with patient or doctor portals, submit forms, book appointments, make payments, upload files, or communicate through email, SMS, calls, or video consultations.

This policy is a template based on the current Arogya backend features. Replace bracketed placeholders with your real company, contact, hosting, and jurisdiction details before publishing. Healthcare privacy laws can vary by country and state, so this should be reviewed by legal counsel before it goes live.

1. Who We Serve

Arogya is a healthcare operations platform used by clinics, hospitals, medical practices, doctors, staff, administrators, patients, and prospective patients. Depending on the relationship, Arogya may act as:

• a data controller for information collected directly through our website, sales process, account administration, and platform management; and
• a service provider or processor for healthcare providers that use Arogya to manage patients, appointments, forms, communications, care plans, files, payments, and related records.

Healthcare providers using Arogya remain responsible for their own clinical services, patient relationships, notices, consents, and legal obligations.

2. Information We Collect

We may collect the following categories of information:

• Account and identity information: name, email address, phone number, login credentials, OTP verification details, role, department, permissions, employment type, profile picture, and account status.
• Organisation information: hospital, clinic, company, address, contact person, branding, operational locations, staff, departments, resources, equipment, and rota details.
• Patient and medical information: patient profile details, contact details, booking details, appointment history, care plans, medical history forms, uploaded medical files, treatment details, consultation notes, form submissions, and other health-related information submitted by users or healthcare providers.
• Appointment and resource information: appointment templates, schedules, doctor availability, rota schedules, resource calendars, facilities, rooms, equipment, services, and booking flow configuration.
• Communications information: emails, SMS messages, call logs, conversation metadata, replies, attachments, templates, notification status, and communication preferences.
• Video consultation information: video session details, access tokens, call status, transcripts, and related appointment metadata where video consultation features are used.
• Payment information: invoices, payment links, payment status, refunds, taxes, Stripe account connection status, and transaction metadata. We do not intentionally store full card numbers; card payments are processed by payment providers.
• Files and attachments: uploaded documents, images, medical files, form attachments, email attachments, and related metadata.
• Integration information: Google, Gmail, Outlook, Twilio, Stripe, AWS S3, SendGrid, Agora, OpenAI, geocoding, and other third-party integration tokens, identifiers, metadata, or content required to provide connected features.
• Technical and usage information: IP address, device/browser information, logs, authentication tokens, timestamps, errors, security events, pages or features used, and approximate location or timezone information.

3. How We Use Information

We use personal information to:

• create and manage user, clinic, hospital, staff, doctor, and patient accounts;
• authenticate users, verify OTPs, reset passwords, and protect accounts;
• support patient registration, profile management, booking flows, medical file uploads, and appointment creation;
• manage contacts, leads, deals, tickets, companies, notes, tasks, workflows, and notifications;
• schedule appointments, care plans, services, staff, rooms, facilities, equipment, rota templates, and resource calendars;
• send and receive operational email, SMS, call, and platform notifications;
• enable Google, Gmail, Outlook, Twilio, Stripe, AWS S3, Agora, SendGrid, OpenAI, and other connected services selected by users or administrators;
• process payment links, payment intents, refunds, invoices, offline payments, and tax records;
• generate or assist with forms, appointment templates, resource suggestions, transcripts, reporting, and dashboards;
• provide customer support, troubleshoot issues, monitor security, prevent fraud, and maintain service reliability;
• comply with legal, regulatory, audit, accounting, tax, security, and contractual obligations.

4. Legal Bases Where Required

Where laws such as the UK GDPR or GDPR apply, we process personal information based on one or more legal bases, including performance of a contract, legitimate interests, consent, compliance with legal obligations, and, where applicable for health information, the provision or management of health or social care through authorised healthcare users.

Where HIPAA or similar healthcare privacy laws apply, healthcare providers are responsible for determining whether they are covered entities or otherwise regulated organisations. If Arogya enters into a required business associate, data processing, or similar agreement, we process protected health information according to that agreement and applicable law.

5. Sharing Information

We may share information with:

• healthcare providers, clinics, hospitals, doctors, staff, and authorised administrators using the platform;
• patients or portal users, where information relates to their profile, appointments, booking flow, payments, or files;
• service providers that host, store, transmit, analyse, secure, support, or process information for us;
• integration providers selected or configured by users, including payment, email, SMS, call, video, cloud storage, AI, geocoding, and OAuth providers;
• professional advisers, auditors, insurers, payment processors, and compliance providers;
• law enforcement, regulators, courts, or public authorities where required by law or to protect rights, safety, and security;
• another organisation if we are involved in a merger, acquisition, financing, restructuring, or sale of assets.

We do not sell personal health information. We do not use patient medical information for third-party advertising.

6. Third-Party Services

The platform may connect to third-party services. Based on the current project, these may include AWS S3 for file storage, Stripe for payments, Twilio for SMS/voice, Agora for video, Google/Gmail and Microsoft Outlook for email integrations, SendGrid or Nodemailer for email delivery, OpenAI for AI-assisted features, and geocoding/timezone services.

When a third-party integration is enabled, information may be sent to or received from that provider to deliver the requested feature. Those providers may process information under their own terms and privacy policies, and administrators should review them before enabling integrations.

7. Cookies and Similar Technologies

Our website and platform may use cookies, local storage, tokens, and similar technologies for authentication, session management, security, preferences, analytics, and performance. Some cookies are necessary for the service to work. Where required by law, we will request consent for optional cookies.

8. Security

We use reasonable administrative, technical, and organisational safeguards designed to protect personal information, including authentication, role-based access, password hashing, token-based access controls, tenant separation, access logging, secure third-party services, and restricted access to production systems.

No system is perfectly secure. Users must protect their login credentials, use strong passwords, restrict access to authorised staff, and notify us promptly of suspected unauthorised access.

9. Data Retention

We retain information for as long as needed to provide the services, maintain accounts, comply with legal and healthcare record obligations, resolve disputes, enforce agreements, and maintain security. Healthcare providers may configure, export, delete, or request deletion of certain records subject to applicable law, patient safety, audit, and retention obligations.

10. International Transfers

Depending on hosting, support, and third-party providers, information may be processed in countries other than where the user or patient is located. Where required, we use appropriate safeguards for international transfers, such as contractual protections or approved transfer mechanisms.

11. Your Rights and Choices

Depending on your location and role, you may have rights to request access, correction, deletion, restriction, objection, portability, withdrawal of consent, or information about how your data is used. Patients should usually direct medical record and clinical-data requests to their healthcare provider, because the provider controls the patient relationship and record.

To make a privacy request, contact us at [privacy@yourdomain.com]. We may need to verify your identity and may decline or limit requests where allowed by law, including where retention is required for healthcare, legal, safety, security, or audit reasons.

12. Children's Privacy

The platform is intended for use by healthcare organisations and their patients. It is not directed to children for independent use unless allowed by the healthcare provider and applicable law. Where a child patient's information is processed, the healthcare provider is responsible for obtaining any required parental or guardian consent.

13. Data Breaches

If we become aware of a security incident affecting personal information, we will investigate and take appropriate steps. Where legally required, we will notify affected customers, users, regulators, or individuals within applicable timeframes.

14. Changes to This Policy

We may update this Privacy Policy from time to time. The updated version will be posted on our website with a new effective date. Material changes may be communicated through the platform, email, or other reasonable means.