Privacy Policy — RaamLaal
01. Who We Are
RaamLaal is an eldercare services marketplace operated by Raamlaal Services Pvt Ltd, located at:
Through raamlaal.com, we connect elderly individuals, their families, and authorised representatives with independent providers of services such as caregiving, medical consultations, physiotherapy, diagnostic testing, pharmacy services, hospital services, and ambulance services.
This Privacy Policy explains how we collect, use, store, share, and protect personal information when you use our website and related services. It applies to service recipients, family members, authorised representatives, visitors, and service providers.
02. Information We Collect
We collect information relevant to the services you request or provide:
- Identity and contact information:Names, age or date of birth, telephone numbers, email addresses, service addresses, emergency contacts, and details of authorised representatives.
- Account and membership information:Registration details, account credentials, membership status, communication preferences, and service history.
- Health and care information:Prescriptions, diagnostic reports, medical history, allergies, medication details, mobility limitations, care requirements, and other information needed to arrange or support your requested services.
- Booking and transaction information:Appointments, service requests, invoices, payment status, refunds, and transaction references.
- Provider information:Professional qualifications, licences, registrations, business details, tax information, bank details, and relevant identity or verification documents.
- Technical information:IP addresses, browser and device information, website activity, cookies, and security logs.
- Communications:Enquiries, feedback, complaints, and communications with our support team. If we record a call, we will notify you before recording.
03. How We Obtain Information
We may receive information:
- Directly from you through registration, bookings, document uploads, and communications.
- From a family member or representative authorised to act for you.
- From providers involved in your care, with appropriate authorisation or another lawful basis.
- Through website technologies and partners supporting our platform.
If you provide information about another adult, you must have their permission or lawful authority to do so.
04. Why We Use Information
We use information to:
- Create and manage accounts and memberships.
- Arrange appointments, home visits, deliveries, and other requested services.
- Share relevant information with the providers involved in a booking.
- Maintain an accessible history of prescriptions, reports, and services for authorised future care.
- Send booking confirmations, reminders, and service updates.
- Manage billing, payments, settlements, cancellations, and refunds.
- Verify providers and prevent fraud or misuse.
- Respond to enquiries, complaints, and disputes.
- Maintain security and improve platform functionality.
- Meet applicable legal and regulatory obligations.
Marketing communications will be subject to consent where required. You may opt out of marketing without stopping essential service communications.
05. Storage and Repeat Use of Prescriptions and Medical Reports
RaamLaal stores prescriptions and medical reports uploaded to the website by you, your authorised representative, or an appropriately authorised provider.
With the necessary consent or other lawful authority, these documents may be accessed again to support future services you request, including follow-up consultations, diagnostic services, medication orders, and continuity of care.
The following conditions apply:
- Documents are used for the care-related purposes explained to you, within the scope of your authorisation.
- A new provider receives access only where relevant to a service you request or otherwise authorise.
- Providers do not receive unrestricted access to your complete medical history merely because they are registered on RaamLaal.
- You may request correction, upload updated documents, withdraw consent, or request deletion, subject to applicable retention requirements.
- We may retain previous versions where necessary for an accurate service record, dispute resolution, or legal compliance.
Storing a prescription does not authorise automatic repeat dispensing. Each medication request remains subject to the prescription’s validity, applicable requirements, and the dispensing pharmacist’s or treating professional’s assessment.
We do not use identifiable prescriptions or medical reports for unrelated advertising, or use them to train general-purpose AI models without separate, specific consent and any other required legal authorisation.
06. Consent and Authorised Family Access
Where consent is required, we seek it before collecting or using information for the relevant purpose. This policy explains our practices; it does not replace any specific consent required for collecting or sharing medical information.
You may withdraw consent by contacting us. Withdrawal does not invalidate processing already lawfully undertaken, but it may prevent us from continuing services that require the information.
We may verify a representative’s authority before providing account access or disclosing confidential information. Where someone cannot provide consent, we follow applicable requirements for lawful representation. You may contact us to change or revoke representative access.
07. Sharing Information
We share information only where relevant and authorised or otherwise permitted by law:
- Service providers: Selected doctors, caregivers, physiotherapists, laboratories, pharmacies, hospitals, ambulance operators, and other providers receive information necessary for their role.
- Authorised representatives: Family members and representatives receive information within the scope of the service recipient’s permission or other lawful authority.
- Operational partners: Hosting, document storage, communication, security, customer support, and payment partners may process information needed to support our services, under appropriate contractual safeguards.
- Authorities and advisers: We may disclose information to comply with valid legal requirements, obtain professional advice, prevent fraud, resolve disputes, or protect legal rights.
- Emergency responders: Relevant information may be disclosed where lawfully permitted and necessary to respond to a medical emergency or serious threat to life or health.
- Business successors: Information may be transferred during a merger, acquisition, or business restructuring, subject to applicable safeguards and notification requirements.
We do not sell personal information. Providers are not permitted to use information received through RaamLaal for unrelated marketing without the necessary separate consent.
08. Independent Provider Records
Independent providers may create and retain their own clinical, service, or transaction records under their professional and legal obligations. Their separate processing may be governed by their own privacy policies.
RaamLaal remains responsible for its own handling of information and its applicable platform obligations.
09. Payments
Our online payment gateway is currently being finalised. Before enabling it, we will update the relevant payment information and identify the payment partner.
Where payment is made through an available authorised method, we may retain invoices, payment status, and transaction references for reconciliation, refunds, accounting, and legal requirements.
10. Cookies and Website Technologies
We may use essential cookies or similar technologies for login sessions, security, and website functionality.
If optional analytics or advertising technologies are introduced, we will disclose their purposes and provide consent controls where required before enabling them.
You may manage cookies through your browser settings. Disabling essential cookies may affect website functionality.
11. Retention and Deletion
We retain personal information only for as long as reasonably necessary for the purposes described in this policy or as required by law.
Prescriptions and reports may remain available during an active care relationship to support authorised future services. They are not retained indefinitely merely because they may be useful again.
Retention takes account of account status, ongoing care needs, consent, disputes, and applicable recordkeeping requirements. Once information is no longer required, we delete it or irreversibly anonymise it.
If deletion is requested, information subject to a lawful retention requirement may be retained with restricted access. Backup copies may remain until their scheduled deletion. Independent providers may have separate legal retention obligations.
12. Security and Breach Response
We use reasonable technical and organisational safeguards appropriate to the information we handle, including restrictions on access to medical documents and other confidential information.
No system can guarantee complete security. If a personal information breach occurs, we will investigate, take appropriate remedial measures, and notify affected individuals and authorities where required by applicable law.
13. Your Privacy Requests
You may contact us to:
- Ask about your information and how it is used or shared.
- Request correction of inaccurate or incomplete information.
- Request deletion, subject to lawful retention requirements.
- Withdraw consent for processing based on consent.
- Change authorised family or representative access.
- Opt out of promotional communications.
- Raise a privacy complaint.
Additional statutory rights apply as the relevant legal provisions come into force. We may verify your identity or representative authority before acting on a request. We will explain if a request cannot be fulfilled because of a legal obligation or other lawful limitation.
14. Children’s Information
RaamLaal is intended for adults aged 18 and above. We do not knowingly permit children to create accounts independently. If children’s information is inadvertently collected without the required authorisation, we will take appropriate corrective action.
15. Processing Outside India
If a service partner processes information outside India, we will comply with applicable transfer restrictions and safeguards. We do not represent that all information is stored exclusively in India.
Information about relevant overseas processing can be requested through our grievance contact.
16. Updates to This Policy
We may update this policy when our services, information practices, or legal obligations change. The revised version will be published with an updated date.
We will provide appropriate notice of material changes and obtain fresh consent where required. An update does not automatically authorise unrelated new uses of existing medical records.
17. Contact and Grievance Redressal
For privacy questions, consent withdrawal, access or deletion requests, or complaints, please reach out to our designated officer:
We will address privacy grievances within the timelines required by applicable law, including within one month where the applicable sensitive personal data rules require it. You may also pursue remedies available through the competent authorities under applicable law.