Privacy policy
This Privacy Policy applies to all users of the Application irrespective of whether you are a registered user or not, and forms part of the Terms of Service (ToS). All definitions and abbreviations used herein are same as those mentioned in the ToS.
1. INTRODUCTION
IQRAA INTERNATIONAL HOSPITAL AND RESEARCH CENTRE may collect certain information from you while you utilise the services provided by the Application. This Privacy policy aims to provide you with an insight on what are the information we collect from you, the purpose of such collection, how we use such information etc. You are advised to carefully read this document. Please do not use the Application if you do not agree with our Privacy Policy or the ToS.
2. COLLECTION OF INFORMATION/ DATA
When you use our Application as a Registered User, we collect your personal data like your name and mobile number and One Time Passwords for each transaction. You shall also be required to provide information like your Full Name, Mobile phone number, OTP, OP number, address and E-mail ID during registration and booking. If you are a privilege card user, a separate privacy policy is applicable in addition to this policy.
On registration, you also consent to provide the Information including and not limited to your sensitive data out of your free will and consent.
The Application collects your Device ID, Device model and make, App Version Code and Name, Operating system Version, Time Stamp.
The Application also requires permission to use your camera for the purpose of taking pictures and videos, microphone permission to transmit your voice, Bluetooth access to connecting with audio devices, permission to make and manage phone calls and storage permission to access and store files on your devices. You can manage the permissions granted at any time by accessing the Application settings on your device. However, turning off the permissions may result in restriction of the functionalities of the Application.
Since the Application is only an extension of, or supplements the services provided by the Hospital, the Application may access your medical records available at the Hospital, including your recent lab report. However, such access is facilitated without any human intervention.
Additionally, the Application provides a facility to upload your medical records from a third-party Hospital/ clinic, laboratory results and prescriptions from third parties, photographs etc (External Documents). This is only an option and are provided as an additional facility, as such External Documents may be necessary for your diagnosis and treatment. On uploading External Documents, you hereby acknowledge grant us your consent to access such documents solely for such purposes mentioned herein. You may not upload any External Documents if you do not wish to grant its access to the Hospital.
Your Device ID, Device model and make, App Version Code and Name, operating system Version, Time Stamp etc are collected mainly for authentication and auditing purposes. We may also use this information for investigating Application crashes/errors, error correction/ bug fixing of the Application codes etc.
The Application may access certain specific medical records pertaining to you for the sole purpose of enabling you to view the same on your device. This includes your lab report, details of booking/ appointment with your health care provider, Hospital bills and prescriptions and all records made available by the Hospital from time to time. In certain cases, External Documents may be required to provide you with proper diagnosis and treatment and such External Documents, if uploaded by you shall only be used for such purpose mentioned herein. Alternatively, you have the option to submit physical copies of such External Documents directly at the Hospital instead of uploading.
The Application may also access, provide you permit the same, your camera, microphone, Bluetooth, storage etc for the purpose of providing you with Tele medicine services. If you do not avail this service, you may deny/revoke such permission.
We do not share your data with any third party except in the following circumstances:
1. We may share anonymised data with our third-party affiliates solely for statistical and clinical research purposes. Your personal information shall not be shared without your consent.
2. We may share your data with our third-party service providers like payment aggregators, bulk SMS providers etc., for the sole purpose of providing you with the services. A list of data shared is provided below:
a. Data shared with Bulk SMS providers to trigger SMS intimations:
| Sl No: | Details |
|---|---|
| 1 | Admitted doctor name |
| 2 | Amount |
| 3 | Appointment Date |
| 4 | Appointment Time |
| 5 | Bill number |
| 6 | Doctor Department |
| 7 | Doctor Name (doctor appointment) |
| 8 | IP Number |
| 9 | lab department |
| 10 | OP number |
| 11 | OTP |
| 12 | Password for lab report view |
| 13 | Patient Name |
| 14 | Lab test name |
| 15 | Lab test result |
| 16 | Token of the appointment |
| 17 | Lab Username |
b. Data shared with Payment Aggregators to facilitate payment:
| Sl No: | Details |
|---|---|
| 1 | Name |
| 2 | Amount |
| 3 | Email ID |
| 4 | Phone number |
| 5 | Payment Description like date & time of appointment, name of Doctor, bill number |
All data is stored in the Hospital servers or with our authorised third-party technology vendor. We view the security of your data seriously and has taken reasonable efforts to ensure your data is stored safely. However, we shall not in any way be liable for reasons beyond our control including but not limited to Force Majeure events like fire, flood, earthquakes, explosions, epidemics, pandemics, lockdowns, quarantine restrictions, embargoes, government actions, war, strikes, disruptions; hacking, virus and other malicious codes etc.
Hospital Policies
Hospital Policies related to Consultation at Hospital premises and Tele-consultation, Cancellations and Refunds.
Appointment confirmation for consultation at Hospital premises
A booking through the mobile App by a registered user is considered as a confirmed appointment only when the payment is successfully completed (through Pay Now option in the Mobile App) and the Hospital receives a successful acknowledgement from the payment vendor.
Once the payment is confirmed an automated SMS will be sent to the mobile number of the registered user of the App or to the tagged OP number depending on for whom the appointment was taken. Once payment is done and you haven’t received confirmation, please contact the Hospital at itmanager@iqraahospital.in. SMS or Application confirmation message may fail due to technical reasons and Hospital cannot be held liable. The patient is required to be present at the corresponding OP waiting area at least 15 mins before the consultation time. In case the patient turns up after the pre-scheduled appointment time, the consultation will happen only in the next free slot. The Hospital is not responsible for guaranteeing the patient another time slot if the patient turns up any time after 15 min before the scheduled time slot for consultation. Refer clause 4.1 of TOS to understand other terms with appointment.
Booking confirmation for consultation at Hospital premises
Booking always works with “Pay Later Option”. Once Booking is done and you haven’t received confirmation, please contact the Hospital at 04952379201. SMS or Application confirmation message may fail due to technical reasons and Hospital cannot be held liable. The payment needs to be completed at the Hospital on the day of booking before the commencement of the respective OP consultations. The payment must be done at least 30 minutes prior to the consultation time selected at the time of booking. The consultation charges and the time of consultation may change from the time of booking, which is left to the sole discretion of the Hospital. If you do not report at least 30 minutes before the opted consultation time and make the payment at counter, booking cannot be confirmed, and the booked slot would be mapped to another person. The Hospital is not responsible for guaranteeing the patient another time slot. Refer clause 4.1 of TOS to understand other terms with booking.
Appointment confirmation for Tele Consultation
A booking through the mobile App by a registered user is considered as a confirmed appointment only when the payment is successfully completed (through Pay Now option in the Mobile App) and the Hospital receives a successful acknowledgement from the payment vendor. Once the payment is confirmed an automated SMS will be sent to the mobile number of the registered user of the App or to the tagged OP number depending on for whom the appointment was taken. Once payment is done and you haven’t received confirmation, please contact the Hospital at 04952379201. SMS or Application confirmation message may fail due to technical reasons and Hospital cannot be held liable. The doctor may initiate the video call at the scheduled time slot. The Hospital is not responsible for guaranteeing the patient another time slot if the patient cannot be reached via video call at the scheduled time slot for consultation. The duration of consultation is maximum 10 mins and it will be left to the sole discretion of the doctor in charge to decide if the consultation needs to continue any time beyond 10 mins. There is no Pay Later/Booking option for video consultation.
Refer clause 4.3 of TOS to understand other terms with Telemedicine appointment.
Cancellation of consultation at Hospital premises / Tele consultation appointment by Hospital
In case the doctor is unavailable on the day of appointment due to some unforeseen reasons, Hospital will initiate cancellation. On cancellation by Hospital, refund would be initiated within 7 to 30 business days to the same bank account through which the transaction was made. In the event of an appointment cancellation, the Hospital informs the patient through call or SMS at least few hours before the appointment about the cancellation. However, the Hospital shall not be liable in case we are unable to contact you for reasons beyond our control including but not limited to Force Majeure Events, SMS failure, your phone being switched off or outside coverage area etc. On emergencies or for other reasons Hospital might not be able to give you intimations as mentioned but will try to reschedule the appointment or transfer the appointment to another doctor based on the availability of that doctor. The rescheduling or transfer of appointment will be done at the sole discretion of the Hospital. The Hospital will not be liable for any inconveniences or damages caused due to this. Refer clause 4.1, 4.3 of TOS to understand other terms with consultation at Hospital premises or Telemedicine consultation. The Hospital is not responsible for guaranteeing the patient another time slot in case of cancellation of any appointments.
Cancellation of Booking by Hospital
In the event of a booking cancellation, the Hospital informs the patient through call or SMS at least few hours before the booking time about the cancellation. On emergencies or due to other valid reasons Hospital might not be able to give you intimations as mentioned. The Hospital will not be liable for any inconveniences or damages caused due to this. In case SMS is not received due to any failure in transmission or Force Majeure Events, Hospital will not be liable for any inconveniences. The Hospital is not responsible for guaranteeing the patient another time slot in case of cancellation of booking.
Cancellation of consultation at Hospital premises / Tele consultation appointment by user
In case of cancellation of direct visit appointment or Booking/Tele consultation appointment by the user, the user will be eligible for a refund only if the cancellation is done at least 24 hours prior to the scheduled appointment time. Rescheduling is only possible at least 24 hours prior to the confirmed appointment/booking. Rescheduling will be done at the sole discretion of the Hospital and the availability of doctors and their time slots. For rescheduling an appointment or booking, you may please contact 04952379201. The Hospital is not responsible for guaranteeing the patient another time slot in case of rescheduling. In case SMS is not received due to any failure in transmission Hospital will not be liable for any inconveniences.
Refund Policy in case of online payment failure
In the case of any online payment failure but at the same time customer account gets debited, the Hospital will not be accountable for the financial loss. The customer must contact the corresponding bank through which the transaction was made in order to sort the issue. Further if the customer wishes to make the payment once again, it is advisable to initiate the next payment only after a minimum delay of 15 mins after clearing all browser cookies. In case the customer account is debited with the appointment/Tele consultation charge and the payment confirmation is not received by our application from payment gateway, the user will not receive an appointment confirmation. The amount will be credited back to your account based on the terms and conditions between your bank and the payment gateway. If the bank has confirmed payment to the gateway and still the user does not get the confirmation, the user can reach out to us in the following email id – itmanager@iqraahospital.in. Your payment can be validated at the payment gateway on your behalf, and we can respond to your query based on the response we get from the payment gateway. On enquiry and upon satisfaction of the genuineness of the case, the user will be getting a credit back for the fund debited based on the terms and conditions between your bank and the payment gateway, however we cannot guarantee a specific date by which the user will get the amount credited. In any case, Hospital will not be able to provide you with alternate Teleconsultation appointment or consultation appointment at Hospital premises in case of payment failure. In case SMS is not received due to any failure in transmission Hospital will not be liable for any inconveniences.
Charges
The App provides a registered user with the facility to pay Hospital bills. The Bill types for which payment can be done through the App is decided by the Hospital which may change from time to time at the sole discretion of the Hospital. The Hospital may/may not collect online convenience charges additional to the bill amount from the customer, but the Hospital is always liable to pay such charges to the payment gateway. The approach on whether to collect or not to collect online convenience charges can change from time to time.
For the mobile app-based appointment at Hospital premises and Tele consultation, the Hospital may or may not collect any online convenience charges additional to the appointment fees from the customer, but the Hospital is liable to pay such charges to the payment gateway. The approach on whether to collect or not to collect online convenience charges can change from time to time.
For any transactions you make through this mobile application, based on the transaction mode and bank, certain charges may be collected from you by the bank. The Hospital will not be liable for any such charges collected by your bank.