Privacy Policy

Welcome to Dhanvantri ("we", "us", or "our"). We operate the Dhanvantri Hospital Management System (HMS) platform, accessible via our website, admin portal, staff portal, and patient portal (collectively, the "Platform"). This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our Platform.

By accessing or using the Platform, you acknowledge that you have read, understood, and agree to be bound by this Privacy Policy. If you do not agree with any part of this policy, you must discontinue use of the Platform immediately.

1. Information We Collect

1.1 Information You Provide Directly

• Account Information: Name, email address, phone number, hospital/clinic name, designation, and login credentials when you register as an Admin, Staff, or Patient.
• Hospital Data: Hospital name, address, department structure, ward details, bed configurations, staff records, shift schedules, leave records, attendance logs, and other operational data entered by authorized hospital administrators and staff.
• Patient Data: Patient names, contact details, date of birth, gender, blood group, medical history, diagnoses, prescriptions, lab reports, radiology reports, appointment records, ward assignments, procedure records, consent forms, billing information, and other health-related data entered by hospital staff on behalf of patients.
• Sensitive Personal Data: The Platform processes health and medical information which is classified as sensitive personal data under applicable Indian data protection laws. This data is entered and managed exclusively by authorized hospital staff and is never collected directly by Dhanvantri for its own purposes.
• Payment Information: Subscription payment details processed through our payment partner Razorpay. We do not store your full card numbers, CVV, or banking PINs on our servers. Only transaction references, payment status, and invoice details are retained.
• Communications: Messages sent through ward chat, private chat, staff messaging features, support tickets, contact form submissions, and feedback provided through the Platform.
• Documents & Files: Medical documents, lab report attachments, prescription images, consent form signatures, bill images, and other files uploaded to the Platform by authorized users.

1.2 Information Collected Automatically

• Log Data: IP address, browser type and version, operating system, referring URLs, access times, pages viewed, and actions taken on the Platform.
• Device Information: Device type, screen resolution, operating system version, and unique device identifiers.
• Cookies & Local Storage: Authentication tokens (JWT) stored in browser local storage for session management. We do not use third-party tracking cookies or advertising cookies.
• Usage Analytics: Feature usage patterns, page navigation data, and performance metrics used solely to improve Platform functionality and user experience.

2. Legal Basis for Processing

We process your information based on the following legal grounds:

• Contractual Necessity: Processing necessary to provide the Platform services under your subscription agreement.
• Consent: Where you have provided explicit consent for specific processing activities, such as account registration and data entry.
• Legitimate Interest: Processing necessary for our legitimate business interests, such as Platform improvement, security, and fraud prevention, where these do not override your fundamental rights.
• Legal Obligation: Processing necessary to comply with applicable laws, regulations, or legal processes.

3. How We Use Your Information

• To provide, operate, maintain, and improve the Platform and all its features including appointments, lab reports, pharmacy management, ward management, attendance tracking, shift scheduling, payment processing, document management, consent forms, and real-time communication.
• To manage user accounts, authentication, authorization, and role-based access control.
• To process subscription payments, generate invoices, and manage billing cycles.
• To enable real-time communication features including ward chat, private messaging, and push notifications.
• To send service-related notifications, OTPs for patient authentication, appointment reminders, and important system updates.
• To provide customer support, process support tickets, and respond to inquiries.
• To monitor Platform performance, detect errors, and ensure system stability.
• To detect, prevent, and address security incidents, fraud, and technical issues.
• To enforce our Terms & Conditions and prevent misuse of the Platform.
• To comply with applicable laws, regulations, and legal processes.

4. Data Roles & Responsibilities

4.1 Hospital as Data Controller

The hospital administrator ("Admin") who registers on the Platform acts as the data controller for all hospital data, including patient records, staff records, and operational data entered on the Platform. The Admin determines the purposes and means of processing this data and is solely responsible for:

• Obtaining all necessary consents from patients, staff, and other individuals whose data is entered on the Platform.
• Ensuring the accuracy, completeness, and lawfulness of all data entered.
• Complying with all applicable healthcare regulations, data protection laws (including the Digital Personal Data Protection Act, 2023, the Information Technology Act, 2000, and any state-specific healthcare regulations), and professional standards.
• Establishing appropriate data handling procedures within their hospital organization.
• Responding to data subject access requests from patients and staff concerning their personal data.

4.2 Dhanvantri as Data Processor

Dhanvantri acts as a data processor with respect to hospital and patient data. We process this data only as necessary to provide the Platform services and in accordance with the Admin's instructions. We do not independently access, use, or share hospital or patient data for any purpose other than providing, maintaining, and improving the Platform services.

5. Multi-Tenant Data Isolation

Dhanvantri operates on a multi-tenant architecture with strict data isolation between hospitals. Each hospital registered on the Platform is completely isolated at the database level through unique administrative identifiers. Hospital administrators can only access their own hospital's data. Staff members can only access data within the hospital they are assigned to. Patient data is scoped exclusively to the respective hospital. We do not share, merge, or cross-reference data between hospitals under any circumstances.

6. Data Sharing & Disclosure

We do not sell, rent, trade, or otherwise commercially exploit your personal data. We may share information only in the following limited circumstances:

• Payment Processors: Razorpay and/or Stripe process subscription and patient payments on our behalf, subject to their respective privacy policies and PCI-DSS compliance standards.
• Cloud Infrastructure: We use MongoDB Atlas for secure, encrypted cloud database hosting with data centers located in India. Standard cloud services are used for application hosting and file storage.
• Email & SMS Providers: Third-party services used for transactional communications such as OTP delivery, email notifications, and system alerts. Only the minimum necessary data (e.g., email address or phone number) is shared with these providers.
• Legal Requirements: We may disclose information if required by law, regulation, court order, subpoena, or government request. We will attempt to notify affected users where legally permissible.
• Protection of Rights: We may disclose information where we believe it is necessary to investigate, prevent, or take action regarding illegal activities, suspected fraud, potential threats to the safety of any person, violations of our Terms, or as evidence in litigation.
• Business Transfers: In the event of a merger, acquisition, reorganization, or sale of assets, user data may be transferred as part of that transaction. We will notify affected users before their data is transferred and becomes subject to a different privacy policy.
• With Consent: We may share information with your explicit, informed consent for purposes specified at the time of consent.

7. Data Security

We implement industry-standard technical and organizational security measures to protect your data against unauthorized access, alteration, disclosure, or destruction:

• Encryption in Transit: All data transmitted between your browser/application and our servers is encrypted using HTTPS/TLS protocols.
• Encryption at Rest: Database storage is encrypted using MongoDB Atlas's built-in encryption at rest capabilities.
• Authentication: JWT-based authentication with secure token management, automatic session expiry, and token invalidation on logout.
• Access Control: Granular role-based access control (RBAC) ensuring users only access data and features authorized for their role and hospital.
• Password Security: All passwords are hashed using bcrypt with appropriate salt rounds. We never store plaintext passwords.
• Database Security: Regular automated backups on MongoDB Atlas cloud infrastructure with point-in-time recovery capabilities.
• Patient Verification: OTP-based verification for patient portal access, ensuring only verified patients can access their health data.
• Input Validation: Server-side input validation and sanitization to prevent injection attacks and cross-site scripting.
• Rate Limiting: API rate limiting to prevent brute-force attacks and denial-of-service attempts.

While we employ commercially reasonable security measures, no method of electronic transmission or storage is 100% secure. We cannot guarantee absolute security of your data. In the event of a data breach that affects your personal data, we will notify affected users and relevant authorities as required by applicable law.

8. Data Retention

• Active Accounts: We retain your data as long as your account is active and your subscription is valid. Hospital and patient data remains accessible throughout the subscription period.
• Expired Subscriptions: Data from expired or cancelled subscriptions is retained for a period of 90 days to allow reactivation and data export. After this period, we reserve the right to permanently delete all associated data.
• Account Deletion: Upon approved account deletion request, all associated hospital data, patient records, staff records, and operational data are permanently and irreversibly deleted within 30 days. Certain anonymized or aggregated data may be retained for analytical purposes.
• Legal Obligations: We may retain certain data for longer periods as required by applicable laws, regulations, tax requirements, or to resolve disputes and enforce our agreements.
• Backup Retention: Automated database backups may retain data for a limited period beyond the deletion timeline as part of our disaster recovery processes.
• OTP Data: One-time passwords expire automatically after 10 minutes and are permanently deleted from our systems upon use or expiry.
• Communication Data: Chat messages and internal communications are retained for the duration of the hospital's active subscription.
• Hospital Type Change: When a hospital administrator changes the hospital type (e.g., from "Hospital" to "Clinic" or vice versa) through the admin settings, a confirmation prompt is displayed with a clear warning that this action will result in the permanent and irreversible deletion (hard delete) of all existing data that is incompatible with the new hospital type. This includes, but is not limited to, appointments, lab reports, pharmacy/prescription records, invoices, patient documents, uploaded files and images stored on our cloud storage (Amazon S3), and all associated communication history. Upon confirming "Yes" in the confirmation dialog, the deletion is executed immediately and no backup or recovery of the deleted data is possible. The administrator is solely responsible for exporting or backing up any required data before initiating a hospital type change. Dhanvantri shall not be held liable for any data loss resulting from a confirmed hospital type change.
• Bin / Trash (Soft-Deleted Data): When records such as patients, appointments, staff, prescriptions, lab reports, or other data are deleted by hospital administrators or staff through the Platform, they are moved to a Bin (Trash) instead of being immediately permanently deleted. Soft-deleted records are retained in the Bin for a limited period (as defined by the Platform's current retention policy) during which they can be restored by an authorized administrator. After the retention period expires, records in the Bin are automatically and permanently deleted along with any associated files stored on cloud storage (Amazon S3). Once permanently deleted from the Bin, no recovery or restoration is possible. Hospital administrators are responsible for reviewing the Bin periodically and restoring any records deleted in error before the retention period expires.
• Patient Data Retention Limitation: Patient records and associated medical history (including appointments, prescriptions, lab reports, procedures, documents, and uploaded files) are not stored permanently on the Platform. Patient data is retained for a maximum period as determined by the Platform's data retention policy (currently up to 7 years from the date of the patient's last activity or interaction with the hospital on the Platform). After this retention period, inactive patient records and their associated data may be automatically removed from the Platform, including from cloud storage (Amazon S3). If specific patient data is required to be retained for longer periods due to legal, regulatory, or medical record-keeping obligations, the hospital administrator is solely responsible for exporting and maintaining such records independently outside the Platform. Dhanvantri shall not be held liable for the removal of patient data after the retention period has expired.

9. Your Rights

Subject to applicable laws (including the Digital Personal Data Protection Act, 2023), you may have the following rights regarding your personal data:

• Right to Access: Request confirmation of whether we process your personal data and obtain a copy of such data.
• Right to Correction: Request correction of inaccurate, incomplete, or misleading personal data.
• Right to Erasure: Request deletion of your personal data, subject to legal obligations and legitimate retention requirements.
• Right to Data Portability: Request your data in a structured, commonly used, and machine-readable format.
• Right to Withdraw Consent: Withdraw previously given consent for specific processing activities at any time, without affecting the lawfulness of processing based on consent before its withdrawal.
• Right to Grievance Redressal: Lodge a complaint regarding data processing with our Grievance Officer or the relevant Data Protection Board.

Hospital administrators can manage, export, and request deletion of their hospital's data through the admin portal or by submitting a formal request. For individual data requests by patients or staff, please contact the respective hospital administrator or reach out to us directly.

10. Cross-Border Data Transfers

Currently, all Platform data is stored on servers located within India using MongoDB Atlas's India-region data centers. If in the future we transfer data to servers outside India, we will ensure that adequate safeguards are in place in compliance with applicable data protection laws, and we will update this Privacy Policy accordingly. We will obtain necessary consents before any such transfer.

11. Digital Consent Forms & Electronic Signatures

The Platform allows hospitals to create and manage digital consent forms with electronic signatures from patients, doctors, and witnesses. Regarding digital consent data:

• Storage: Electronic signatures (drawn or typed) are stored digitally on our servers as part of the consent record. Consent form data, including patient signatures, doctor signatures, witness signatures, and form field values, are stored in our database.
• Legal Validity: The electronic signatures collected through the Platform are intended to serve as a record of consent as maintained by the hospital. Dhanvantri does not guarantee or certify the legal validity, enforceability, or admissibility of electronic signatures under the Information Technology Act, 2000, the Indian Evidence Act, 1872, or any other applicable law. It is the hospital's sole responsibility to ensure that their consent processes meet all applicable legal and regulatory requirements.
• Consent Revocation: Patients may revoke their consent through the hospital. Revocation records (including reason and timestamp) are maintained on the Platform. Revocation does not result in automatic deletion of the consent record; the record is retained with a "revoked" status for audit and legal purposes.
• No Verification: Dhanvantri does not independently verify the identity or authority of the person providing the electronic signature. Identity verification is the hospital's responsibility.

12. File Uploads & Cloud Storage

• Storage Provider: All files uploaded to the Platform (including medical documents, lab reports, prescription images, consent forms, bill images, chat attachments, and profile photos) are stored on Amazon Web Services S3 (AWS S3) cloud storage with private access controls.
• File Size Limits: Profile photos and document uploads are limited to 5MB per file. Chat attachments are limited to 10MB per file. These limits may be adjusted from time to time.
• Supported File Types: The Platform accepts JPEG, PNG, and WebP images for general uploads, and additionally PDF, DOC, and DOCX files for chat attachments and certain document uploads.
• Access Control: All files are stored with private access. Files can only be accessed through time-limited presigned URLs generated for authenticated and authorized users. Direct public access to stored files is not permitted.
• File Deletion: Files are permanently deleted from S3 when the associated record is permanently deleted (e.g., patient deletion, account deletion, hospital type change, or Bin expiry). Replaced files (such as updated profile photos) result in the automatic deletion of the previous file.
• No Permanent Archive: Uploaded files are not permanently archived. They are subject to the same retention policies as the records they are associated with. Hospital administrators should independently back up any critical files or documents.

13. Staff Data & Termination

• Staff Account Deletion: When a hospital administrator removes (deletes) a staff member from the Platform, the staff account is moved to the Bin (soft delete). During the retention period, the administrator may restore the staff account. After the retention period, the staff account and associated data (attendance records, leave records, availability schedules, and staff-specific assignments) are permanently deleted.
• Patient Record Continuity: When a doctor or staff member is deleted, patient records, appointments, prescriptions, lab reports, and other medical data created by that staff member are not automatically deleted. These records are retained as part of the patient's medical history and may display the deleted staff member's name for historical reference. The hospital is responsible for reassigning patient care as needed.
• Communication History: Chat messages and communications sent by a deleted staff member are retained as part of the hospital's communication records for the duration of the hospital's active subscription.

14. Patient Portal & Multi-Hospital Access

• Cross-Hospital Visibility: A patient who has been registered at multiple hospitals using the same email address or phone number may, upon logging into the Patient Portal, see a list of all hospitals where their records exist. This is necessary to provide the patient with access to their complete health records across all participating healthcare facilities.
• Data Segregation: While a patient may view records from multiple hospitals through a single portal login, each hospital's data remains strictly segregated. Hospitals cannot view each other's patient records. The patient can only access their own records from each hospital.
• Patient Portal Availability: Access to the Patient Portal is a subscription-based feature. If a hospital's subscription plan does not include the Patient Portal module, patients of that hospital will not be able to access their records through the portal for that specific hospital.
• No Patient-Initiated Deletion: Currently, patients cannot independently delete their records through the Patient Portal. To request data deletion, patients must contact the respective hospital administrator or reach out to us at support@dhanvantritech.com.

15. Platform Administration & Super Admin Access

For the purposes of maintaining, supporting, and operating the Platform, Dhanvantri employs authorized internal administrators ("Super Admins") who have elevated access to the Platform. Users acknowledge that:

• Super Admins may access hospital data, subscription records, support tickets, and payment records solely for the purposes of providing technical support, resolving disputes, processing account deletion requests, managing subscriptions, and ensuring Platform integrity.
• Super Admins do not routinely access or review patient medical data. Access to hospital data is limited to operational necessity and is conducted in accordance with this Privacy Policy.
• In cases of Terms of Service violations, suspected fraud, legal obligations, or approved account deletion requests, Super Admins may suspend, restrict, or permanently delete hospital accounts and all associated data.
• All Super Admin actions affecting hospital data are performed in accordance with internal security protocols.

16. Notifications & Communications

• Transactional Communications: By registering on the Platform, you consent to receive essential transactional communications including: account verification OTPs, password reset emails, subscription status notifications, payment confirmations, support ticket updates, and critical system alerts. These communications are necessary for the operation of the Platform and cannot be opted out of while maintaining an active account.
• In-App Notifications: The Platform sends real-time in-app notifications for operational events (e.g., new appointments, patient admissions, lab report completions, payment receipts). These notifications are part of the Platform's core functionality.
• No Marketing Communications: We do not currently send promotional or marketing emails. If we introduce marketing communications in the future, they will be sent only with your explicit opt-in consent and will include an unsubscribe option.
• Notification Data: Notification records are stored on the Platform and are subject to the same retention policies as other hospital data.

17. Subscription & Renewal

• No Auto-Renewal: Subscriptions on the Platform do not auto-renew. When your subscription expires, access to premium features and gated modules will be restricted. It is the administrator's responsibility to manually renew the subscription before or after expiry.
• Data After Expiry: Upon subscription expiry, your data is retained for up to 90 days to allow renewal. During this period, access to certain premium features is restricted but your data remains intact. After 90 days of inactivity without renewal, we reserve the right to permanently delete all associated hospital data after providing notice.

18. Data Export & Portability

• The Platform currently provides limited data export capabilities. Certain records (such as invoices and documents) can be viewed and downloaded individually through the Platform interface.
• Bulk data export functionality (CSV, Excel, or structured formats) is not currently available. We are working to introduce comprehensive data export features in future updates.
• If you require a complete export of your hospital data for regulatory, legal, or migration purposes, please contact us at support@dhanvantritech.com. We will make reasonable efforts to assist you within a reasonable timeframe, subject to technical feasibility.
• Under applicable data protection laws, you may have the right to data portability. We will comply with valid data portability requests in accordance with the Digital Personal Data Protection Act, 2023.

19. Third-Party Services

The Platform integrates with the following categories of third-party services:

• Payment Gateways: Razorpay and/or Stripe for secure payment processing (PCI-DSS compliant).
• Cloud Database: MongoDB Atlas for encrypted, scalable database hosting.
• Cloud Storage: Amazon Web Services S3 (AWS S3) for secure, private file storage with encryption at rest.
• Cloud Hosting: Standard cloud providers for application deployment.
• Email Services: Transactional email providers for OTP delivery, notifications, and system alerts.
• SMS Services: SMS gateway providers for OTP delivery and critical notifications (if applicable).

Each third-party service operates under its own privacy policy and data handling practices. We select third-party providers that demonstrate appropriate security measures and compliance standards. However, we are not responsible for the privacy practices of these third-party services. We encourage you to review their respective privacy policies.

20. Children's Privacy

The Platform is designed for use by hospitals, clinics, and healthcare professionals. It is not intended for direct use by individuals under the age of 18. Patient data for minors is entered and managed exclusively by authorized hospital staff acting under the direction of the hospital administrator, not by the minors themselves. Hospital administrators are responsible for ensuring appropriate consents are obtained from parents or legal guardians of minor patients in accordance with applicable laws.

21. Do Not Track Signals

The Platform does not track users across third-party websites and therefore does not respond to Do Not Track (DNT) signals. We do not use third-party advertising or tracking cookies on the Platform.

22. Data Breach Notification

In the event of a personal data breach that is likely to result in a risk to the rights and freedoms of affected individuals, we will:

• Notify the relevant Data Protection Board or supervisory authority within the timeframe prescribed by applicable law.
• Notify affected data controllers (hospital administrators) without undue delay so they can fulfil their obligations to affected data subjects.
• Take immediate steps to contain the breach, assess its impact, and implement measures to prevent recurrence.
• Maintain a record of all data breaches, including their effects and the remedial actions taken.

23. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, technology, legal requirements, or other factors. Changes will be posted on this page with an updated "Last updated" date. For material changes that significantly affect how we handle personal data, we will provide prominent notice (such as an in-platform notification or email to registered administrators) prior to the changes taking effect. Continued use of the Platform after the effective date of changes constitutes acceptance of the revised policy.

24. Grievance Officer

In accordance with the Information Technology Act, 2000 and the Digital Personal Data Protection Act, 2023, we have appointed a Grievance Officer to address your concerns regarding data processing. You may contact the Grievance Officer at:

• Designation: Grievance Officer, Dhanvantri HMS
• Email: grievance@dhanvantritech.com
• Response Time: We will acknowledge your grievance within 48 hours and endeavour to resolve it within 30 days of receipt.

25. Contact Us

If you have questions about this Privacy Policy, wish to exercise your data rights, or have concerns about how your data is handled, contact us at:

• Email: support@dhanvantritech.com
• Grievance Email: grievance@dhanvantritech.com
• Address: SG Highway, Ahmedabad, Gujarat 380015, India