In brief: We use personal data to provide requested healthcare and emergency-support services, operate accounts, process payments, deliver notifications, and keep the platform secure. We do not sell personal or sensitive data, and we do not use health or precise-location data for advertising.
This Privacy Policy applies to the MyRaksham customer mobile application, the RakshamDriver mobile application used by authorised service personnel, our administrative tools, APIs, websites, and related services (together, the “Services”). In this Policy, “MyRaksham”, “we”, “our”, and “us” refer to the operator of the Services.
By using the Services or providing information to us, you acknowledge the practices described in this Policy. Where consent is required, we will ask for it at the appropriate time. If you provide information about another person, such as a patient or family member, you confirm that you are authorised to do so.
1. Personal data we collect
We collect data that you provide, data created when you use the Services, and limited data supplied by your device or our service providers.
| Category | Examples | Why we use it |
|---|---|---|
| Account and contact data | Name, phone number, email address, profile photo, Firebase user identifier, sign-in provider, and account status. | Create and authenticate accounts, communicate with you, provide support, and prevent unauthorised access. |
| Profile and address data | Saved addresses, recipient names, phone numbers, city, state, PIN code, landmarks, and address labels. | Provide home collection, medicine delivery, ambulance pickup, home-care, and other location-based services. |
| Health and medical data | Patient name, age, gender, blood group, height, weight, allergies, conditions, current medicines, symptoms, case notes, vitals, lab bookings and results, prescriptions, medical records, and uploaded health documents. | Provide the health-related feature or service you request, maintain your records, support clinical or operational review, and respond to emergencies. |
| Location data | Precise or approximate device location, latitude and longitude, pickup and drop locations, service addresses, and the live location of an assigned ambulance or driver. | Locate nearby or requested services, calculate routes and estimates, dispatch and track ambulances, and complete pickups, visits, collections, or deliveries. |
| Booking and transaction data | Appointments, ambulance requests, lab bookings, medicine orders, service requests, selected products, schedules, amounts, status, cancellation and refund details, and service history. | Fulfil and manage orders and services, maintain records, provide status updates, handle disputes, and meet legal or accounting obligations. |
| Payment data | Payment-provider order and transaction identifiers, payment status, payment method type, and any payment-method label or masked detail you choose to save. Payment credentials entered in a Razorpay checkout are collected and processed by Razorpay. | Initiate and verify payments, process refunds, identify saved payment methods, prevent fraud, and keep transaction records. |
| Communications | Health-assistant chats, messages with authorised support staff, service notes, feedback, support requests, and notification preferences. | Answer questions, provide automated or human support, coordinate services, send requested updates, and improve operations. |
| Device and technical data | Push-notification token, device identifier supplied for notification registration, platform, IP address, request path, timestamps, and diagnostic or security logs. | Deliver notifications, maintain sessions, troubleshoot failures, protect the Services, and detect misuse. |
| Driver and service-personnel data | Name, phone number, assigned vehicle, licence or certification details, availability, device location while using the driver service, assignment activity, and service status. | Verify and manage authorised personnel, dispatch services, enable live trip tracking, and protect patients, personnel, and the public. |
Providing optional profile, health, document, notification, or saved-payment-method data is voluntary. Some core features cannot operate without the information needed for the requested service. Device permissions can be managed in your operating-system settings.
2. Location and device permissions
The customer app requests location permission when a location-enabled feature needs it, such as choosing an address or arranging an ambulance. The driver app uses location while an authorised driver is signed in and using the app so dispatch personnel and the customer can follow availability and an active ambulance trip. The current Android apps do not request background-location permission.
We also request notification permission to deliver booking, trip, medicine, lab, appointment, and account updates. You may deny or revoke a permission, but the related feature may be unavailable or less accurate.
3. How we use personal data
We use personal data to:
- register, authenticate, secure, and administer accounts;
- provide ambulance, appointment, lab, medicine, home-care, elder-care, nursing, blood-request, health-record, and related services;
- match and coordinate customers with drivers, hospitals, doctors, laboratories, pharmacies, care providers, vendors, and authorised administrators;
- calculate routes, service availability, estimates, charges, cancellations, and refunds;
- process and verify payments and maintain transaction records;
- send service messages, safety alerts, reminders, support responses, and communications selected in notification settings;
- provide automated health information and, when requested or needed, hand a conversation to an authorised human administrator;
- monitor reliability and security, diagnose errors, prevent fraud or abuse, and enforce our terms;
- comply with applicable law, lawful requests, recordkeeping duties, and the protection of vital interests; and
- improve the safety and operation of the Services using aggregated or de-identified information where practical.
4. When data is disclosed
We do not sell personal or sensitive data. We may disclose data only as needed for the purposes described in this Policy to:
- Healthcare and service partners: hospitals, doctors, laboratories, pharmacies, ambulance vendors, drivers, emergency personnel, home-care providers, and other personnel involved in fulfilling a request. They receive only the information reasonably needed to provide or coordinate that service.
- Authorised MyRaksham personnel: administrators, operations, customer-support, finance, and technical personnel with a business need to access the data.
- Cloud and technology providers: infrastructure, file storage, content delivery, communications, mapping, authentication, payment, and AI providers acting for us or supporting a feature you use.
- Authorities and other parties for safety or legal reasons: when reasonably necessary to comply with law or lawful process, respond to an emergency, enforce agreements, investigate fraud, or protect rights, safety, and property.
- Business transaction participants: advisers and a successor in connection with a merger, financing, reorganisation, or transfer of all or part of our business, subject to appropriate confidentiality and notice requirements.
5. Third-party services
Depending on the features you use, the Services use the following providers:
- Google Firebase for authentication and push notifications;
- Google Sign-In, Google Maps, Google Places, Geocoding, and Directions for sign-in, map display, place search, address resolution, routing, and distance estimates;
- Razorpay to create, process, verify, and refund payments;
- Amazon Web Services, including Amazon S3 for cloud infrastructure and storage of profile images, prescriptions, and medical documents, with files potentially delivered through a configured content-delivery network; and
- OpenAI to generate automated health-assistant responses. When this feature is enabled and used, we send the user’s name, session context, and a limited number of recent chat messages needed to generate a response. Our integration requests that API responses not be stored for model improvement through the API’s storage option.
These providers may process identifiers, device data, transaction data, location, communications, or other data necessary for their function. Their independent processing is governed by their applicable privacy terms. We remain responsible for selecting providers and configuring our integrations consistently with applicable requirements.
6. Data security
We use administrative, technical, and organisational safeguards intended to protect personal data. These include access controls, authenticated application and administrator sessions, restricted administrative tools, HTTPS for production data transmission, signed upload links for protected files, and security logging. No service can guarantee absolute security, so users should protect their devices and login methods and contact us if they suspect unauthorised account use.
7. Retention and deletion
We retain personal data only for as long as reasonably necessary to provide the Services, maintain security and business records, resolve disputes, enforce agreements, and satisfy applicable healthcare, tax, accounting, fraud-prevention, or other legal obligations. Retention periods vary by data type and context.
You can request account deletion in the MyRaksham app by opening Profile → Privacy & Security → Delete account. You may also submit an external deletion request through our Account Deletion page or by emailing support@myraksham.com from your registered email address or with your registered phone number.
After verifying the request, we delete or de-identify the account and associated personal data unless retention is required for a legitimate reason such as an outstanding service, payment or refund, patient or public safety, fraud prevention, dispute resolution, or legal and regulatory compliance. Data retained for such a reason is restricted to that purpose and deleted or de-identified when the reason ends. Residual copies may remain temporarily in protected backups until they are overwritten through the normal backup cycle.
8. Your choices and rights
Subject to applicable law and appropriate identity verification, you may ask us to:
- confirm whether we process your personal data and provide access to it;
- correct or update inaccurate or incomplete data;
- delete your account and associated personal data;
- withdraw consent or object to or restrict certain processing where applicable; and
- address a privacy complaint or grievance.
You can update many profile fields, saved addresses, medical records, health-profile details, notification preferences, and saved payment methods directly in the app. You can manage location and notification permissions in device settings. Withdrawing permission or requesting deletion may prevent us from providing some Services.
9. Children’s privacy
The Services are not designed for children to use independently without the involvement of a parent or legal guardian. A parent, guardian, or other authorised adult may provide a child’s information when arranging care. If you believe a child has provided personal data without appropriate authorisation, contact us so we can investigate and take appropriate action.
10. International processing
Some technology providers may process data in countries other than the country where it was collected. Where required, we use appropriate contractual, technical, and organisational measures for such transfers. The Services are currently configured primarily for users and service delivery in India.
11. Changes to this Policy
We may update this Policy when our Services, providers, or legal obligations change. We will publish the updated version at this URL and revise the “last updated” date. If a change materially affects how we use personal data, we will provide additional notice where required.
12. Contact us
For privacy questions, rights requests, complaints, or account deletion, contact our privacy point of contact:
MyRaksham
Privacy and Support Team
Email: support@myraksham.com
For account deletion, you may also use the Account Deletion page.