Privacy Policy

1. Introduction

Heartloopcare (“we”, “us”, “our”) provides professional home healthcare services including nursing care, elder care, physiotherapy, critical care support, diabetes care, trained attendants, and medical equipment assistance across Chennai, India.

This Privacy Policy explains how we handle personal information when you visit heartloopcare.com, call our helpline, submit an enquiry form, book a service, or receive care at your home. By using our website or services, you agree to the practices described here, in addition to our Terms & Conditions.

2. Information we collect

We may collect the following categories of information:

• Contact details: name, phone number, email address, residential address, and area/locality in Chennai for service visits.
• Service & booking details: type of care required, preferred date/time, duration of service, caregiver preferences, and communication records (calls, WhatsApp, SMS, or email).
• Health-related information: age, gender, mobility status, prescriptions, doctor’s advice, care plan notes, vitals where applicable, and other details you or your family share so we can assign suitable nursing or attendant staff.
• Payment information: billing name, address, transaction references, and payment mode. We do not store full card or UPI credentials on our servers when payments are processed through authorised payment gateways or bank transfers.
• Website usage data: IP address, browser type, device information, pages visited, and cookies (see Section 9).

Providing health-related information is voluntary, but without sufficient clinical and care details we may not be able to deliver safe or appropriate home healthcare.

3. How we use your information

We use your information to:

• Respond to enquiries and schedule home visits or care shifts.
• Assign qualified nurses, attendants, physiotherapists, or support staff.
• Deliver, monitor, and improve our healthcare services.
• Send service confirmations, reminders, invoices, and support messages.
• Comply with applicable laws, regulatory requests, or lawful orders.
• Maintain internal records, quality audits, and patient safety reviews.
• Improve our website, marketing (with consent where required), and customer experience.

We process information based on your consent, performance of a service contract, legitimate business interests (such as fraud prevention and service quality), and legal obligations under Indian law, including the Digital Personal Data Protection Act, 2023 (DPDPA), where applicable.

4. Sharing of information

We do not sell your personal information. We may share limited data only when necessary:

• With our employed or contracted healthcare professionals and coordinators involved in your care.
• With hospitals, laboratories, pharmacies, or equipment vendors when you request referrals, rentals, or coordinated support.
• With IT, payment, SMS/WhatsApp, or hosting providers under confidentiality obligations.
• When required by law, court order, or government authority in India.
• In a business reorganisation, merger, or transfer, subject to continued protection of your data.

5. Data retention

We retain personal and health-related records only for as long as needed to provide services, meet billing and tax requirements, resolve disputes, and satisfy legal or medical record-keeping norms commonly followed by home healthcare providers in India. When data is no longer required, we delete or anonymise it using reasonable security measures.

6. Security

We implement administrative, technical, and physical safeguards appropriate to a home healthcare operation, including access controls for staff, secure devices where patient notes are stored, and restricted sharing of care plans. No method of transmission over the internet is fully secure; we encourage families not to share sensitive passwords or OTPs with anyone claiming to represent us without verification.

7. Your rights

Subject to applicable Indian law, you may have the right to:

• Request access to personal data we hold about you or the patient.
• Request correction of inaccurate or incomplete information.
• Withdraw consent for non-essential processing (such as marketing).
• Request erasure where legally permitted and not conflicting with medical or legal retention needs.
• Lodge a grievance with us (see Section 12) or with the Data Protection Board of India when provisions of the DPDPA apply.

To exercise these rights, contact us using the details below. We may need to verify your identity before processing requests.

8. Cookies & website analytics

Our website may use cookies and similar technologies to remember preferences, measure traffic, and improve performance. You can control cookies through your browser settings. Disabling cookies may affect some site features.

9. Third-party websites

Our site may link to social media, maps, or partner pages. We are not responsible for the privacy practices of third-party websites. Please review their policies before sharing information.

10. Children’s privacy

Our services may involve paediatric or minor patients only with parental or guardian consent. We do not knowingly collect personal data from children through the website without appropriate authorisation from a parent or legal guardian.

11. Changes to this policy

We may update this Privacy Policy from time to time. The “Last updated” date at the top will change when revisions are posted. Continued use of our website or services after updates constitutes acceptance of the revised policy.

12. Grievance officer & contact

For privacy-related questions, corrections, or complaints, contact:

We aim to acknowledge grievances within 7 working days and resolve them within 30 days where reasonably possible, in line with common practice for healthcare service providers in Chennai.

13. Governing law

This Privacy Policy is governed by the laws of India. Any disputes shall be subject to the exclusive jurisdiction of the competent courts in Chennai, unless otherwise required by mandatory law.