Privacy Policy

By visiting, registering on, or otherwise using the Platform, you confirm that you have read, understood, and agree to this Privacy Policy, and you explicitly consent to the collection, storage, use, processing, and disclosure of your personal information, including sensitive personal data or information ("SPDI") such as health records, as described herein.

Where you share information on behalf of a third party (for example, a dependent, minor, or family member), you represent that you are duly authorized to do so and that you have obtained their consent, or that of their parent/legal guardian, for such information to be processed under this Policy. MedEasy is not required to independently verify such authorization and relies on your representation; any liability arising from your acts or omissions in this regard is solely yours.

If you do not agree with this Privacy Policy, you must not access or use the Platform.

3.1 Account & Contact Information

Name, mobile number, email address, password, age, gender, location, and (for practitioners) professional registration details.

3.2 Health & Medical Information (SPDI)

Medical history, symptoms, diagnoses, prescriptions, lab reports, consultation notes, physical/psychological/mental health conditions, and any other health data you or your treating doctor provide or upload to the Platform.

3.3 AI Scribe (MIYA) — Consultation Recordings & Transcripts

Where a doctor uses MedEasy's AI Scribe ("MIYA") during a live consultation, the session may be recorded, transcribed, and processed to generate clinical documentation (SOAP notes, summaries, structured records). See Section 8 (AI Scribe — Specific Disclosures) for details on consent, review, and retention.

3.4 Payment & Billing Information

Payment details (such as card, UPI, or net banking information) are collected and processed by our payment gateway partner, Razorpay. MedEasy does not directly store full card or bank credentials.

3.5 Marketplace Order Information

Delivery address, order history, prescription images uploaded for medicine fulfilment, and return/refund correspondence in connection with Marketplace orders (see the MedEasy Terms and Conditions, Section 20).

3.6 Device Permissions

With your explicit permission, the app may access:

• Camera — to capture or upload a profile photo, or scan and upload prescriptions and medical records.
• Microphone — to enable voice/video teleconsultation and AI Scribe transcription.
• Storage — to let you upload and save medical records and documents that you explicitly choose to share.
• Location — to show nearby clinics, labs, and delivery estimates.

We only access what is needed for the specific feature you use, and we do not scan files on your device other than those you explicitly choose to upload. You can change these permissions at any time in your device settings.

3.7 Cookies, Analytics & Tracking Technologies

We use cookies, pixel tags, and similar technologies to recognize your browser, remember preferences, and understand usage patterns across the website and app. We also use third-party analytics, advertising-pixel, and session-replay tools to understand how the Platform is used, diagnose technical issues, and measure the effectiveness of our marketing. See Section 10 (Cookie Management) for your choices.

3.8 Information from Third Parties

We may receive information about you from partner labs, pharmacies, delivery partners, and payment processors in connection with the Services you use.

We use your information to:

• Register and authenticate your account, and provide the Services you request (consultations, prescriptions, diagnostics, medicine orders, wallet/credits);
• Enable doctors to review your medical history and provide clinical care;
• Generate AI Scribe documentation and structured medical records during consultations;
• Process payments, deliveries, returns, and refunds;
• Send appointment reminders, order updates, and service-related communications by email, SMS, and WhatsApp;
• Improve Platform functionality, personalize your experience, and conduct analytics;
• Detect and prevent fraud, abuse, and security incidents;
• Comply with applicable law, respond to regulatory or judicial requests, and enforce our Terms; and
• With your consent, send promotional or marketing communications, which you may opt out of at any time.

We do not sell your personal information to third parties.

We may share your information with:

• Doctors, clinics, diagnostic labs, and pharmacy partners — solely to deliver the Services you request;
• Razorpay and logistics/delivery partners — to process payments and fulfil orders;
• Cloud hosting, analytics, communication, and customer support vendors — bound by confidentiality and data-protection obligations;
• Government or regulatory authorities — where required by law, court order, or to protect safety, prevent fraud, or investigate misconduct;
• A successor entity — in the event of a merger, acquisition, or sale of assets, subject to the same or equivalent privacy protections; and
• Any other party — with your explicit consent.

Third parties receiving your information are contractually required to use it only for the purposes disclosed, keep it confidential, and apply data-protection measures consistent with this Policy.

We do not sell personal information, and we do not sell or share aggregated or anonymised data with third parties for their own commercial use.

We retain your personal information for as long as necessary to provide the Services, comply with our legal and regulatory obligations (including retention periods mandated under Indian IT law and the Telemedicine Guidelines), resolve disputes, and enforce our agreements.

If you close your account or withdraw your registration, we are required by applicable law to retain your information for a further period of 180 days, after which it is deleted or anonymised, unless a longer period is required by a court order, a direction of a competent authority, or other applicable law.

We apply administrative, technical, and physical safeguards designed to protect your information from unauthorized access, disclosure, alteration, or destruction. Your data is encrypted in transit and at rest.

Where we process protected health information of users in the United States, we handle it in accordance with HIPAA to the extent it applies to our role.

No method of transmission or storage is 100% secure, and while we take reasonable measures, we cannot guarantee absolute security. You should also take care in how you share information with us electronically.

This Section applies specifically to MedEasy's AI Scribe feature ("MIYA"), used by doctors to generate consultation documentation.

8.1 Consent to Recording

Where a consultation is recorded for AI Scribe purposes, a notice is shown on screen at the start of the session. Continuing with the consultation constitutes your consent to such recording and processing. A record of this consent is visible to your treating doctor and to MedEasy.

8.2 Purpose-Limited Use

Recordings and transcripts are used only to generate clinical documentation (notes, summaries, structured records) for the treating doctor's review and for your medical record. They are not used for advertising or unrelated marketing purposes.

8.3 Doctor Review Obligation

AI-generated documentation is a drafting aid. The treating doctor remains responsible for reviewing, correcting, and approving AI Scribe output before it becomes part of your official medical record.

8.4 Retention & Deletion

Recordings made for AI Scribe are retained only briefly, for approximately 30 minutes, which is long enough to generate the transcript and notes, and are then deleted. Transcripts and clinical notes that form part of your medical record are retained in accordance with Section 6 and applicable telemedicine record-keeping requirements.

Subject to applicable law, you may:

• Access, correct, or update your personal information directly in your account, or by contacting us;
• Request deletion of your account and associated data, subject to legal retention requirements;
• Withdraw consent for further processing at any time (this will not be retroactive and may result in discontinuation of Services that depend on that information);
• Opt out of marketing communications via the unsubscribe link in any promotional message, or by contacting us; and
• Request a copy of the personal information we hold about you.

To exercise these rights, email us at care@medeasy.ai or use the in-app Help Centre.

Most browsers let you block or delete cookies through their settings. Disabling cookies may affect certain Platform features. You can also manage ad-related tracking through your device's "Limit Ad Tracking" (iOS) or "Opt out of Interest-Based Ads" (Android) settings.

We currently do not respond to browser "Do Not Track" signals, consistent with the absence of an industry standard for how such signals should be honored.

The Platform is intended for users 18 years of age or older. Minors may only use the Platform under the supervision of, and with information submitted by, a parent or legal guardian, who assumes responsibility for that data.

If you believe a child has provided personal information without appropriate consent, please contact us at care@medeasy.ai and we will take steps to delete it.

MedEasy may store and process information on servers located in India, the United States, or other jurisdictions in compliance with applicable data protection laws. If you access the Platform from outside India, your information may be transferred to, and processed in, a jurisdiction with data protection laws that may differ from those in your home jurisdiction. By using the Platform, you consent to such transfer and processing.

In accordance with the Information Technology Act, 2000 and rules made thereunder, you may contact the Grievance Officer of MedEasy for any complaint relating to the Platform or the handling of your personal information:

We will acknowledge any complaint within 24 hours and endeavour to resolve it within 15 days of receipt, in line with applicable Indian law.

We may update this Privacy Policy from time to time. Material changes will be notified via the Platform, email, or in-app notification. Continued use of the Platform after changes take effect constitutes acceptance of the updated Policy. We encourage you to review this page periodically.

For questions about this Privacy Policy or to exercise your rights, please reach us at: