Legal

Privacy Policy & Responsible Use

Responsible Use Policy

Our Zero-Wait Promise gives you fast, reliable access to doctors & diagnostic facilities. To keep this working fairly for everyone, responsible booking behaviour from both Supremehealth and our customers is essential.

Appointments Are Reserved Time

When you book an appointment or a test, a doctor's time or facility time is exclusively reserved for you and we request you to arrive 5 minutes before your slot time. Late changes such as cancellations or reschedules block access for other customers and disrupt clinical care.

What Counts as a Late Change

Any cancellation or reschedule within 12 hours of the scheduled appointment time is considered a late change.

For Prime Pass Members

One grace late change is allowed.
From the second instance of late change, the Prime Pass benefits of the late changing member and all family members will be temporarily deactivated for 30 days.
During this period, unlimited consultations and unlimited diagnostics under the Prime Pass are paused.
The member and their family can still access all care by paying for services as per standard pricing.

For Non-Prime Pass Customers

In case of a late change, the consultation fee or diagnostic charge will be forfeited.

Why This Matters

This policy protects doctor availability & facility access, keeps wait times low, and ensures fair access to care — while guaranteeing that customers are always supported when it matters most.

Privacy Policy

1. Introduction and Commitment to Privacy

Supremehealth Hospitals Private Limited (company registration in process — registered address will be updated upon completion), hereinafter referred to as "Supremehealth," "Hospital," "We," "Us," or "Our", is deeply committed to protecting the privacy and confidentiality of the personal data of our patients, their families, and users of our website.

This Privacy Policy outlines the manner in which We, as a Data Fiduciary, collect, use, store, process, disclose, and protect Your Personal Data. This policy is formulated in compliance with the applicable laws of India, including the Information Technology Act, 2000, the Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011 ("SPDI Rules"), and the principles of the Digital Personal Data Protection Act, 2023 ("DPDP Act").

By accessing our website or availing our medical services, you, the Data Principal, signify your agreement to the terms of this Privacy Policy.

2. Definitions

Personal Data

Any data about an individual who is identifiable by or in relation to such data. This includes information that can directly or indirectly identify a person.

Sensitive Personal Data or Information (SPDI)

A subset of Personal Data and includes information relating to passwords, financial information, physical, physiological and mental health conditions, sexual orientation, medical records and history, and biometric information.

Processing

In relation to Personal Data, means a wholly or partly automated operation or set of operations performed on digital personal data, including collection, recording, organisation, storage, use, disclosure, and erasure.

Data Fiduciary

Any person who alone or in conjunction with other persons determines the purpose and means of processing of personal data. For the purpose of this policy, Supremehealth is the Data Fiduciary.

Data Principal

The individual to whom the personal data relates.

3. The Information We Collect

We collect Personal Data that is necessary for the purposes outlined in this policy. The types of information we collect include:

Personal Identification and Contact Information: Name, age, gender, date of birth, address, email address, phone number, and government-issued identifiers (such as Aadhaar or PAN or other KYC documents, where required for billing or regulatory purposes).

Sensitive Personal Data (Health Information): Your present and past medical history, including details of illnesses, symptoms, diagnoses, treatments, medications, and test results (e.g., lab reports, radiology images). Information about your physical, physiological, and mental health condition. Genetic and biometric data, where necessary for specific diagnostic or treatment purposes.

Financial Information: Payment card details, bank account information, and insurance policy details for billing and payment processing.

Technical Information (from Website Use): IP address, browser type, device information, and information collected through cookies when you visit our website.

4. How and Why We Use Your Information

Provision of Healthcare Services: To provide you with medical diagnosis, treatment, nursing care, and other healthcare services. This includes maintaining a comprehensive and accurate medical record.

Communication: To schedule and confirm appointments, send reminders, provide test results, and communicate other health-related information.

Billing and Administration: To process payments for services rendered, manage patient accounts, and facilitate insurance claims.

Quality Improvement: For internal operational purposes, such as quality assessment, audits, and training of our healthcare staff to improve our services.

Legal and Regulatory Compliance: To comply with applicable laws, regulations, court orders, or requests from government authorities.

Medical Research: We may use de-identified or anonymized data for medical research, statistical analysis, and the improvement of treatment protocols. Your explicit consent will be sought for any research involving identifiable data.

5. Consent

Informed and Specific Consent: We will obtain your free, specific, informed, unconditional, and unambiguous consent before or at the time of collecting your Personal Data.

Consent for Minors: For individuals under the age of 18, we will obtain verifiable consent from a parent or legal guardian before processing their Personal Data. We do not engage in any processing that could be detrimental to a child's well-being.

6. Disclosure and Transfer of Information

We do not share your Personal Data with third parties without your consent, except in the following circumstances:

With other Healthcare Providers: We may share your information with referring doctors, specialists, laboratories, or other hospitals for the purpose of continuity of care or to obtain a second opinion.

With Insurance Providers: We will share your data with your insurance company or Third-Party Administrator (TPA) for the purpose of processing cashless claims.

With Third-Party Service Providers: We may engage trusted third parties to perform certain functions on our behalf, such as payment processing or IT support. These parties are contractually obligated to maintain the confidentiality and security of your data.

As Required by Law: We may disclose your information to law enforcement agencies, courts, or government bodies when required to do so by law.

7. Your Rights as a Data Principal

Right to Access: Request access to and a summary of your Personal Data that we hold.

Right to Correction and Erasure: Request the correction of inaccurate or incomplete data, and the erasure of your Personal Data once the purpose for which it was collected is no longer being served, subject to legal retention requirements.

Right to Withdraw Consent: Withdraw your consent for the processing of your Personal Data at any time. Please note that withdrawal of consent may affect our ability to provide you with certain services.

Right to Nominate: Nominate another individual to exercise your rights on your behalf in the event of your death or incapacity.

8. Data Security and Breach Notification

We have implemented robust technical and organisational security measures, including encryption and access controls, to protect your Personal Data from unauthorised access, disclosure, alteration, or destruction.

In the unfortunate event of a data breach, we are committed to notifying the Data Protection Board of India and the affected individuals in a timely and transparent manner, as required by law.

9. Data Retention

We will retain your Personal Data only for as long as is necessary to fulfil the purposes for which it was collected, or as required by applicable laws and regulations. Medical records will be retained for the period stipulated by relevant medical and legal guidelines, after which they will be securely and permanently destroyed.

10. Grievance Redressal

For any questions, concerns, or grievances related to this Privacy Policy or the processing of your Personal Data, please contact us at:

Supremehealth Hospitals Private Limited

(Registered address will be updated upon company registration completion)

Email: contact@supremehealth.co.in

We will acknowledge your grievance promptly and endeavour to resolve it within one month of receipt.

11. Changes to this Privacy Policy

We reserve the right to update this Privacy Policy from time to time. Any changes will be posted on our website, and we encourage you to review this policy periodically to stay informed about how we are protecting your information.

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