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Privacy Policy

This Privacy Policy explains how Ridely Mobility Pvt Ltd ("we", "us", "our"), operating under the brand name DocSeva, collects, uses, stores, and protects your personal data when you use our website and mobile applications. This policy is compliant with the Digital Personal Data Protection Act, 2023 (DPDP Act) of India.

1. Information We Collect

We collect the following categories of personal data:

• Identity Information: Full name, date of birth, gender.
• Contact Information: Mobile number (used for OTP-based login), email address.
• Health Information: Medical history, prescriptions, lab reports, diagnosis details — shared only between you and your treating healthcare provider.
• Location Data: Used for ambulance SOS and lab home-collection services.
• Payment Information: Transaction details processed via our payment gateway partners (PayU and Cashfree). We do not store your card numbers or UPI PINs.
• Device Information: Device type, OS version, and app version for analytics and crash reporting.
• Video Consultation Recordings (conditional): Where you provide explicit in-app consent at the time of the consultation, we may store a recording of the video or audio session via our video calling provider (VideoSDK). Recordings are retained solely for the purpose of investigating quality disputes or complaints you raise about that consultation, are accessible only to authorised DocSeva grievance staff, and are deleted within 90 days of the consultation if no dispute is raised, or within 30 days of dispute resolution. No recording is created if consent is declined.

2. How We Use Your Data

Your personal data is used exclusively for:

• Facilitating doctor consultations (video, phone, in-person).
• Booking and managing lab tests and delivering digital reports.
• Dispatching emergency ambulance services.
• Sending appointment reminders and health notifications via WhatsApp and push notifications.
• Improving our services through anonymized analytics.

3. Data Storage & Security

Your personal data is stored on managed cloud infrastructure located in India. Supabase (PostgreSQL database, file storage, and realtime services) in the ap-south-1 (Mumbai) region holds your bookings, health records, and transaction records, while Google Firebase in the asia-south1 (Mumbai) region handles authentication, push notifications, and crash reporting — keeping your data localized within India. We implement the following security measures:

• Data encrypted in transit (TLS/SSL) and at rest (Google-managed encryption keys).
• Role-based access control — only authorized personnel and relevant healthcare providers can access your records.
• Payment data is processed server-side only via Cloud Functions; client apps never handle raw payment credentials.
• No personally identifiable information (PII) is written to application logs.

4. Data Sharing

We do not sell, rent, or trade your personal data to any third party. Your data may be shared only with:

• Healthcare Providers: Doctors, labs, and ambulance partners who are directly involved in delivering services you have booked.
• Payment Processors: PayU and Cashfree, solely for processing your transactions and refunds.
• Infrastructure & communication providers who process data on our behalf, under contract, solely to operate the service:
  • Supabase — secure database, file storage, and realtime hosting for your account and health data.
  • Google Firebase — phone-number authentication, push notifications, and crash diagnostics.
  • WhatsApp Cloud API (Meta) — to deliver appointment, payment, and report notifications to your mobile number.
  • Google Maps Platform — to resolve pickup and destination locations for ambulance dispatch and lab home-collection.
  • VideoSDK — to power video and audio consultations (and, only with your explicit consent, to store recordings for dispute review).
• Legal Authorities: If required by law, court order, or government regulation.

5. Your Rights under DPDP Act, 2023

As a data principal, you have the following rights:

• Right to Access: You can view all your personal and health data within the app at any time.
• Right to Correction: You can update or correct your profile information from within the app.
• Right to Erasure: You may request complete deletion of your account and associated data by contacting us.
• Right to Withdraw Consent: You may withdraw consent for data processing at any time. This may limit your ability to use certain services.
• Right to Grievance Redressal: You can raise a complaint regarding your data by contacting our Grievance Officer (details below).

6. Consent

By creating an account on DocSeva, you explicitly consent to the collection and processing of your personal data as described in this policy. Consent is obtained clearly in both Hindi and English during the registration process.

7. Data Retention

We retain your personal data for as long as your account remains active. When you delete your account, your personal profile is erased and your activity records (bookings, prescriptions, lab reports, payments) are anonymised so they can no longer be linked to you. A secured archival snapshot is retained for up to 8 years solely to meet legal obligations under Indian tax, company, accounting, and medical record-keeping laws, after which it is permanently purged. In-app notifications are automatically deleted after 90 days. Aggregated or anonymised data that cannot identify you may be retained for analytics.

8. Cookies & Analytics

Our website uses Firebase Analytics to understand traffic patterns. No cookies are used for advertising or third-party tracking. Analytics data is fully anonymized.

9. Children's Privacy

DocSeva does not knowingly collect data from children under 18 without parental/guardian consent. Family member profiles for minors must be created by a parent or legal guardian.

10. Data Breach Notification

In the event of a personal data breach, we will notify the Data Protection Board of India and affected users within the timelines mandated by the DPDP Act, and report the incident to CERT-In in accordance with its applicable directions.

11. Changes to This Policy

We may update this Privacy Policy from time to time. Any changes will be posted on this page with an updated "Last Updated" date. Continued use of DocSeva after changes constitutes acceptance of the revised policy.

12. Grievance Officer / Contact

For any privacy-related queries, data access requests, or complaints, please contact:

• Grievance Officer: DocSeva Privacy Team
• Email: info@docseva.online
• Address: Chakbahauddin, Dalsingh Sarai, Samastipur, Bihar, India

We will acknowledge your request within 48 hours and resolve it within 30 days.