Terms and Conditions

This Privacy Policy explains how Mediqconnect Healthcare Private Limited (“MediQ”, “we”, “us”, “our”) collects, uses, processes, stores, shares, and protects your personal data when you use the MediQ website (https://mediqconnecthealthcare.com) (“Website”) and the MediQ mobile application (“App”).
By accessing or using MediQ, you consent to the practices described in this Privacy Policy. If you do not agree, please discontinue use of our Services.

This Policy complies with applicable Indian laws including the Digital Personal Data Protection Act, 2023 (DPDP Act), Information Technology Act, 2000, relevant rules, and healthcare/telemedicine guidelines.

SCOPE
This Privacy Policy applies to all individuals who use MediQ, including:
• Patients, users, and visitors
• Doctors and healthcare practitioners
• Pharmacy partners
• Home healthcare partners
• Anyone using MediQ’s appointment booking, Quick Video Consultation (QVC), medicine delivery facilitation, home healthcare referral, Mediclaim Helpline, or electronic health record (EHR) storage services

DATA WE COLLECT

2.1 Identity Data
• Name
• Gender
• Date of birth
• Address and PIN code
• Profile photo (optional)

2.2 Contact Data
• Mobile number
• Email address
• WhatsApp number (if provided separately)

2.3 Location Data
• Approximate location (city/pincode)
• Precise GPS location when you grant permission (for showing nearby doctors, home visits, etc.)

2.4 Account & Security Data
• Password (encrypted/hashed)
• OTP verification details
• Device tokens for push notifications

2.5 Health & Medical Data (Sensitive Personal Data)
• Symptoms shared by you
• Doctor consultation notes
• Prescriptions
• Uploaded lab reports, scans, or documents
• Doctor–patient chat messages
• Medical history details, if shared

2.6 Payment & Transaction Data
• Payment method details handled by external payment gateway (e.g., Razorpay)
• UPI ID, transaction ID, payment tokens
• MediQ Points and Wallet transactions
MediQ does not store raw card numbers.

2.7 Technical & Usage Data
• IP address
• Device type, OS version, browser details
• App usage statistics
• Crash logs (Firebase Crashlytics)
• Cookies and tracking identifiers

2.8 Communications Data
• Emails, SMS and WhatsApp metadata
• Customer support chats
• Call metadata where applicable

HOW WE COLLECT DATA
We collect data:
• When you register or use MediQ
• During consultations, chats, uploads or bookings
• Automatically via cookies, analytics tools, and device logs
• From Practitioners (prescriptions, notes, reports)
• From partner pharmacies and home healthcare providers
• From payment gateways, OTP providers, hosting and analytics partners

PURPOSES FOR WHICH WE USE YOUR DATA

4.1 Delivering Healthcare Services
• Appointment booking
• QVC video consultations
• Prescription generation
• Home healthcare visit facilitation
• Access to Mediclaim Helpline
• Sending reminders, updates, confirmations

4.2 Managing Your Health Records
• Secure encrypted storage
• Viewing and retrieval of past consultations
• Syncing across devices
• Sharing with your treating doctor

4.3 Facilitating Medicine Delivery
• Sharing necessary details with partner pharmacies only when you request delivery
• Payment is collected directly by the pharmacy
MediQ is not a pharmacy and does not supply medicines.

4.4 Payments & Wallet Management
• Processing consultation payments
• Applying MediQ Points (as per policy)
• Issuing refunds to MediQ Wallet

4.5 Customer Support
• Resolving service issues
• Responding to support queries
• Providing troubleshooting assistance

4.6 Analytics, Improvements & Research
• Understanding usage patterns
• Improving features and performance
• Conducting anonymized analysis

4.7 Security, Fraud Detection & Legal Compliance
• Preventing fraud and unauthorized activity
• Internal audits
• Compliance with legal and regulatory requests

4.8 Marketing & Communications (With Consent)
• WhatsApp, SMS, email promotions
• Feature announcements
• Health awareness campaigns
Users may opt-out at any time.

HEALTH RECORDS – STORAGE, ACCESS & SECURITY

5.1 Storage
Your health data is stored securely using:
• Encryption at rest
• Encryption during transmission
• Secure cloud servers (AWS, Google Cloud or equivalent)

5.2 Access
Access to your health information is restricted to:
• You
• The consulting doctor
• Authorized dependents (if you add them)

5.3 MediQ Internal Access
MediQ administrators cannot view doctor–patient conversations or health records unless:
• You request technical support
• Required by law
• For fraud/security investigations
All such access is logged and monitored.

5.4 Doctor Uploads
Practitioners may upload prescriptions, reports, or notes which become part of your EHR within MediQ.

DATA SHARING WITH THIRD PARTIES

We share data only for legitimate purposes and only when necessary.

6.1 Doctors & Practitioners
For consultations and medical care.

6.2 Partner Pharmacies
Only when you request medicine delivery.

6.3 Home Healthcare Partners
To fulfill your home visit requests.

6.4 Payment Gateways
For processing online payments.

6.5 Communication Platforms
WhatsApp API, SMS gateways, email services for OTPs and notifications.

6.6 Cloud Hosting Providers
For secure storage and backup.

6.7 Analytics Tools
Firebase Analytics and similar tools.

6.8 Legal Authorities
When required under law or regulatory directives.

6.9 Business Transfers
In case of merger, acquisition, or corporate restructuring.

MediQ does not sell or rent your personal data.

CROSS-BORDER DATA TRANSFERS
Your data may be stored or processed in India or other countries depending on technology infrastructure.
MediQ ensures that all third-party service providers maintain adequate security and contractual safeguards in compliance with the DPDP Act.

COOKIES & TRACKING TECHNOLOGIES
We use cookies to:
• Maintain login sessions
• Personalize your experience
• Analyze usage and performance

You may disable cookies, but some features may not function properly.

DATA RETENTION

9.1 Health Records
Retained as long as your account is active unless:
• You request deletion, or
• Medical/legal retention obligations apply

9.2 Other Personal Data
Retained as needed for:
• Service fulfillment
• Security and fraud control
• Legal compliance

After retention periods expire, data is anonymized or securely deleted.

YOUR RIGHTS
You may request the following:
• Access to your personal data
• Correction of inaccurate information
• Deletion of your MediQ account and associated records
• Withdrawal of consent
• Restriction of processing
• Opt-out of marketing
• Download of your health records

Submit requests at: mediqconnecthealthcare@gmail.com

SECURITY MEASURES
We implement industry-standard protections including:
• TLS and AES-256 encryption
• Firewalls and secure server architecture
• Role-based access control
• Activity and audit logs
• Regular vulnerability assessments

We will notify affected users in case of a significant data breach as required by law.

CHILDREN & MINORS
MediQ is intended for users aged 18 and above.
Parents/guardians may use the platform for minor children and are responsible for all information provided on their behalf.
If we learn that a child’s data was collected without guardian consent, we will delete it.

MARKETING & WHATSAPP COMMUNICATIONS

13.1 Transactional Communications
We may send OTPs, booking confirmations, reminders, and service updates without requiring marketing consent.

13.2 Promotional Communications
Marketing messages via SMS, WhatsApp, or email are sent only to users who explicitly opt-in.
Users may opt-out anytime by:
• Changing notification settings
• Replying STOP/unsubscribe
• Emailing mediqconnecthealthcare@gmail.com

GRIEVANCE REDRESSAL
For privacy-related concerns, complaints, or rights requests:

Email: mediqconnecthealthcare@gmail.com
Grievance Officer: Prince Dudhatra
Address: 306, RK Empire, Nr Mavdi Chokdi, 150 feet ring road, Rajkot - 360004
Phone: 9724949948

We will acknowledge and address your complaint within legally prescribed timelines.

CHANGES TO THIS PRIVACY POLICY
MediQ may update this Privacy Policy periodically.
Significant updates will be communicated through app notifications, website notices, or email.
Continued use after such updates constitutes acceptance of the revised Policy.