Elevate Health World (“we”, “us”, “Company”) is a Kolkata-based integrated healthcare services platform planning to expand across West Bengal and India. We act as a coordination/aggregation platform for on-call and contracted ambulance services, doctor and clinic appointments, pharmacy distribution/wholesale, and our own healthcare clinics. In providing these services we collect and process personal and sensitive health data of patients, doctors, staff, and partners. This Privacy Policy describes in detail how we collect, use, share, protect, and retain such data. It is designed to be fully compliant with Indian law, including the Digital Personal Data Protection Act 2023 (“DPDP Act”), the Information Technology Act 2000 (including Section 43A and the SPDI Rules), the Telemedicine Practice Guidelines, the Drugs & Cosmetics Act and Rules, Pharmacy regulations, and other applicable healthcare regulations. By using our services, users consent to this Policy and the processing of data as described herein. Throughout this Policy, we emphasize data minimization, lawful purpose, and robust security safeguards. We outline the categories of data we handle (patients, providers, employees, etc.), how it is collected (web/app forms, calls, GPS, prescriptions, etc.), the legal bases for processing (consent or permitted “legitimate uses” under DPDP), and detailed purposes (appointment scheduling, emergency response, order fulfillment, etc.). We provide tables of retention schedules by data type (for example, patient health records and prescription copies may be retained for statutory periods such as 3–6 years) and outline procedures for data deletion once no longer needed. We also cover user rights (access, correction, deletion, grievance redress), our grievance officer contact, breach notification timelines, vendor agreements, cross-border safeguards, and indemnity/limitation clauses. In comparison to existing healthcare platforms This Policy is drafted in accordance with Indian data protection laws and healthcare norms and is structured to provide clear, paragraph-wise explanations of each clause.
This Privacy Policy applies to all personal and sensitive data processed by Elevate Health World in connection with our operations and services. It covers all channels and systems under our control: our website, mobile applications, call center and WhatsApp support, ambulance dispatch system, clinic and pharmacy systems, and any other platform or technology we use. It applies to data collected from all categories of individuals (“Data Principals”), including:
(a) Patients and Caregivers: persons seeking medical care, ambulance service, teleconsultation, diagnostic or pharmacy services through our platform.
(b) Healthcare Providers and Partners: registered doctors, clinics, hospitals, diagnostic centers, ambulance operators, pharmacies, and allied health professionals who have a contract or relationship with Elevate.
(c) Employees and Contractors: staff and contractors of Elevate (drivers, call-center agents, delivery personnel, administrative personnel).
(d) Vendors and Third Parties: service providers (e.g. cloud hosts, payment gateways, analytics firms) that process data on our behalf.
This Policy also covers data of visitors who browse our website or app without signing up; to the extent they provide any personal information (e.g. through search or contact forms), that data is covered here. Casual browsing without submission of data is not tracked with personal identifiers beyond cookies and log files (see “Cookies” below). Elevate maintains all necessary licenses and complies with relevant healthcare regulations. This Policy supplements any contractual or statutory obligations (for example, the Telemedicine Guidelines require patient confidentiality). In case of any conflict between this Policy and a legal requirement, we will meet the legal standard.
(a) “Personal Data” means any information relating to a natural person that identifies them (directly or indirectly). This includes name, phone number, email, addresses, identification numbers, etc. .
(b) “Sensitive Personal Data/Information” (SPDI) in India includes health records, medical history, biometric data, financial details, passwords, and other data that law classifies as sensitive. Patient health records, prescriptions, and diagnostic reports are SPDI.
(c) “Data Principal” is the individual whose personal data we process (patients, doctors, staff).
(d) “Data Fiduciary” (our role) means an entity deciding “why” and “how” personal data is processed, i.e. Elevate Health World as operator of the platform.
(e) “Data Processor” means entities processing personal data on our behalf (e.g. cloud hosts, IT vendors).
(f) “Processing” is any operation on data (collecting, storing, transferring, using, disclosing, etc.).
(g) “Appointment” refers to scheduling a consultation or service with a doctor or clinic via our system.
(h) “Ambulance Service” means emergency or on-call transportation coordinated by Elevate between patients and ambulance providers.
(i) “Pharmacy Distribution” means wholesale or retail distribution of medicines and medical supplies coordinated or operated by Elevate.
(j) “Clinic Operations” refers to any clinics owned or managed by Elevate, including patient care and record-keeping.
These definitions are aligned with Indian law (e.g., the DPDP Act 2023 and the SPDI Rules 2011). Terms in capital letters not defined here have meanings given under applicable laws.
By accessing or using Elevate Health World's website, mobile application, ambulance services, clinic services, pharmacy services, healthcare provider network, or any related service, you agree to be bound by these Terms and Conditions.
If you do not agree with any provision of these Terms, you must discontinue use of our services immediately.
Users must be at least 18 years old or use the platform under the supervision of a parent or legal guardian.
Healthcare providers using the platform must possess valid registrations, licenses, and approvals required under applicable law.
Users are responsible for maintaining the confidentiality of their login credentials.
You agree not to share your account with any other person.
You are responsible for all activities occurring under your account.
Elevate Health World is a healthcare coordination and service platform.
We do not guarantee any medical outcome, diagnosis, treatment success, recovery rate, or cure.
Medical decisions are solely the responsibility of licensed healthcare professionals.
Users should always seek professional medical advice before making healthcare decisions.
Doctors, clinics, pharmacies, hospitals, ambulance operators, and healthcare partners are solely responsible for maintaining valid licenses and complying with applicable healthcare regulations.
Elevate Health World reserves the right to suspend or terminate any provider violating legal or ethical standards.
Ambulance availability depends on vehicle availability, traffic conditions, weather conditions, and emergency demand.
Elevate Health World does not guarantee ambulance arrival within a specific time period.
Users must provide accurate location and emergency information.
Prescription medicines shall only be dispensed upon verification of a valid prescription where required by law.
Users are responsible for ensuring the accuracy of prescription information provided.
Users agree to pay all charges applicable to services booked through the platform.
Payments once processed may be subject to cancellation and refund policies applicable to the relevant service.
Users shall not:
(a) Use the platform for unlawful purposes.
(b) Provide false information.
(c) Attempt unauthorized access to systems.
(d) Upload malicious software.
(e) Misuse healthcare services.
(f) Harass healthcare professionals or staff.
(g) Impersonate another person.
All trademarks, logos, software, designs, content, graphics, and branding associated with Elevate Health World are the exclusive property of Elevate Health World.
Unauthorized reproduction or use is prohibited.
Elevate Health World may suspend or terminate accounts without notice if users violate these Terms or applicable laws.
We do not guarantee uninterrupted operation of the platform.
Services may be interrupted due to maintenance, technical failures, regulatory requirements, or circumstances beyond our control.
Elevate Health World shall not be liable for delays or failures caused by events beyond reasonable control, including natural disasters, epidemics, pandemics, strikes, government actions, internet outages, or other force majeure events.
Use of personal information is governed by our Privacy Policy, which forms an integral part of these Terms and Conditions.
Our services are primarily intended for adults seeking healthcare. We do not knowingly collect personal data from children under 18 without parental consent. In the case of minors, consent from a parent or guardian is implied (for example, if a parent uses our app to book a doctor for a child). We do not engage in profiling or marketing to children, and we do not collect sensitive data of children beyond what is necessary for their healthcare (e.g. vaccination records with parental consent). If we discover we have inadvertently collected data from an underage child without proper consent, we will delete it immediately and notify the parent/guardian if identifiable.
Our platform may contain links to third-party sites or services (e.g. partner clinic websites, external insurance portals, social media). This Privacy Policy does not cover those third parties. We encourage you to review the privacy policies of any external sites you visit. We are not responsible for their practices or content. Similarly, if you install any third-party apps (e.g. our teleconsultation partner app), that app’s data handling is governed by its own policy.
To the extent permitted by law, Elevate Health World disclaims any liability for:
(a) The quality, accuracy or outcome of medical consultations or services provided by doctors/clinics/ambulance operators you contact through our platform. We act only as an intermediary or aggregator, not as a medical practitioner. Any diagnosis, prescription or treatment is the responsibility of the licensed healthcare provider. This is similar to standard disclaimers in telemedicine and healthcare apps.
(b) Any unauthorized act or omission by third parties (including data breaches of third-party providers beyond our control).
(c) Losses incurred from using or inability to use our platform (unless we are grossly negligent).
Limitation of Liability: Our liability for direct damages arising from data handling errors or service defects is capped at the amount paid by you for our services in the 12 months before the claim. We exclude liability for indirect, special, incidental, or punitive damages.
Indemnity: You agree to defend and indemnify Elevate Health World against any claims arising from your violation of this policy, misuse of the platform, or unauthorized sharing of your login credentials.
This Privacy Policy shall be governed by the laws of India. Any dispute arising out of or relating to this Policy or the processing of personal data shall be subject to the exclusive jurisdiction of the courts in Kolkata, West Bengal, India. We may update this Policy from time to time to reflect changes in law or our practices. The latest version will be posted on our website with the “Last Updated” date. Continued use of our services after updates constitutes acceptance of the revised Policy.
Registered Office: Elevate Health World Pvt. Ltd., [30/9A Atta Para Lane, Sinthee, Baranagar, Kolkata- 700050, WB, India].
Grievance Officer Name: [Mr. Subrota Karmakar], reachable at [admin@elevatehealthworld.com].
Significant Data Fiduciary: If Elevate exceeds DPDP thresholds, we will appoint a Data Protection Officer (DPO) in writing per law.