Privacy Policy

Depending on the services you use, we may collect the following categories of information.

A. Personal Information

This may include:

• Full name
• Age/date of birth
• Gender
• Mobile number
• Email address
• Residential/address details
• Identification information, where required
• Emergency contact information, where applicable

B. Health and Diagnostic Information

Where you use our diagnostic services, we may process information such as:

• Test requests
• Doctor/referral information
• Sample collection details
• Laboratory test results
• Diagnostic reports
• Medical or clinical information provided for testing
• Relevant health information required for laboratory services
• Previous reports or information voluntarily provided by you

C. Transaction Information

Where applicable, we may process:

• Test/package selected
• Invoice and billing information
• Payment status
• Transaction reference number
• Refund information

Payment card, banking, or other sensitive payment credentials may be processed directly by third-party payment service providers and may not be stored by FairCare Labs.

D. Technical Information

When you use our website, certain technical information may be collected automatically, such as:

• IP address
• Browser type
• Device information
• Operating system
• Website usage information
• Date and time of access
• Cookies and similar technologies

We may collect information:

• When you register as a patient.
• When you book a diagnostic test online.
• When you request home sample collection.
• When you visit our laboratory.
• When you contact us by phone, email, WhatsApp, or other communication channels.
• When you submit an enquiry or feedback form.
• When you make a payment.
• When you use our website or online services.
• From doctors, hospitals, healthcare providers, or authorized representatives where appropriate and permitted.
• From other sources where permitted by applicable law.

We may process your personal information for legitimate and necessary purposes, including:

Diagnostic Services

• Patient registration.
• Sample collection and identification.
• Processing laboratory investigations.
• Preparing and delivering diagnostic reports.
• Maintaining laboratory records.
• Communicating test-related information.

Patient Communication

• Appointment confirmation.
• Home collection coordination.
• Report availability notifications.
• Test-related communication.
• Customer support.
• Responding to enquiries and complaints.

Payments and Billing

• Processing payments.
• Generating invoices.
• Managing refunds.
• Maintaining financial and transaction records.

Quality & Laboratory Operations

• Maintaining laboratory quality systems.
• Internal quality monitoring.
• Verification and review of laboratory results.
• Investigation of errors, complaints, and incidents.
• Maintaining audit trails and operational records.

Legal & Regulatory Requirements

We may process and retain information where necessary to:

• Comply with applicable laws and regulations.
• Respond to lawful requests from competent authorities.
• Meet applicable healthcare, laboratory, taxation, accounting, and regulatory requirements.
• Protect our legal rights and interests.

Health and diagnostic information is particularly important to us.

We process such information only for legitimate purposes connected with the provision, management, quality assurance, and lawful administration of diagnostic services.

Access to patient information within FairCare Labs is restricted based on job responsibilities and operational requirements.

We do not sell your personal information.

We may share or provide access to information where reasonably necessary for providing our services, including with:

• Authorized healthcare professionals or referring doctors.
• Authorized representatives of the patient.
• Referral laboratories where a test is referred for processing.
• Laboratory equipment/software/service providers where necessary for providing the service.
• Payment gateway providers.
• Cloud hosting and technology service providers.
• IT/LIS service providers.
• Courier or sample transportation service providers, where applicable.
• Government, regulatory, legal, or law-enforcement authorities where required by applicable law.

Where third-party service providers process personal information on our behalf, we expect them to maintain appropriate confidentiality and security safeguards.

FairCare Labs may use a Laboratory Information System and related technology platforms to manage:

• Patient registration.
• Sample tracking.
• Test processing.
• Laboratory workflows.
• Reports.
• Billing.
• User access.
• Audit trails.
• Data storage and backup.

Access to patient information through such systems is restricted to authorized personnel and service providers based on their legitimate operational requirements.

We take reasonable technical and organizational measures to protect personal information against unauthorized access, alteration, disclosure, loss, misuse, or destruction.

Depending on the system and service involved, security measures may include:

• Access controls.
• Role-based permissions.
• Password protection.
• Encryption.
• Secure data transmission.
• Audit logs.
• Backup mechanisms.
• Security monitoring.
• Restricted access to laboratory systems.

However, no method of electronic storage or transmission can be guaranteed to be completely secure.

We retain personal and diagnostic information only for as long as reasonably necessary for:

• Providing diagnostic services.
• Maintaining laboratory and patient records.
• Quality assurance.
• Legal and regulatory compliance.
• Accounting and financial requirements.
• Resolving disputes and complaints.
• Protecting our legal rights.

The applicable retention period may vary depending on the nature of the information and the requirements of applicable laws, regulations, accreditation standards, and laboratory policies.

Our website may use cookies and similar technologies to:

• Improve website functionality.
• Remember user preferences.
• Understand website usage.
• Improve user experience.
• Monitor website performance.

You may be able to control cookies through your browser settings. Disabling certain cookies may affect some website functionality.

Our website may use third-party services such as:

• Payment gateways.
• Website hosting providers.
• Cloud service providers.
• Analytics tools.
• Communication platforms.
• Maps and location services.
• WhatsApp, SMS, email, or other communication services.

These third parties may process information in accordance with their own privacy policies and applicable contractual or legal obligations.

We recommend reviewing the privacy policies of such third-party services where applicable.

Where personal information is stored or processed using third-party technology or cloud infrastructure, the information may be processed on servers operated by our technology/service providers.

We take reasonable steps to ensure that such service providers implement appropriate security and confidentiality measures.

Where applicable, data transfers shall be carried out in accordance with applicable Indian data-protection requirements.

Subject to applicable law and verification requirements, individuals may have rights relating to their personal information, including rights to:

• Request information about processing of their personal data.
• Request access to applicable personal information.
• Request correction of inaccurate or incomplete information.
• Request deletion of personal information where legally permissible.
• Withdraw consent where processing is based on consent, subject to applicable limitations.
• Raise a grievance regarding the processing of personal information.

Certain information may need to be retained because of legal, regulatory, medical, laboratory, accounting, or other legitimate requirements.

Patients and users are responsible for providing accurate, complete, and updated information.

Incorrect patient information may result in delays, communication errors, or issues with identification and reporting.

If you identify an error in your personal information, please contact FairCare Labs so that we can review and correct it where appropriate.

Where services are provided to a minor, information may be collected and processed through or with the involvement of a parent, legal guardian, or other authorized person, as required by applicable law.

We do not knowingly use children's personal information for purposes unrelated to the provision of healthcare or diagnostic services.

Diagnostic reports and health information are treated as confidential.

Reports may be delivered through authorized channels such as:

• Physical copies.
• Email.
• Secure online portals.
• SMS/links.
• WhatsApp or other authorized communication channels.

Patients are responsible for maintaining the confidentiality of passwords, report links, OTPs, and other access credentials provided to them.

In the event of a security incident involving personal information, FairCare Labs shall take reasonable steps to:

• Investigate the incident.
• Contain and mitigate the impact.
• Restore affected systems where appropriate.
• Take corrective and preventive measures.
• Make notifications or disclosures where required by applicable law.

Where permitted by applicable law, FairCare Labs may communicate information about health packages, offers, services, or other relevant updates.

Where required, users will be provided appropriate options to opt out of promotional communications.

Opting out of marketing communications will not prevent essential service-related communications such as appointment confirmations, sample collection updates, payment information, or diagnostic report notifications.

Our website may contain links to third-party websites.

FairCare Labs is not responsible for the privacy practices, content, or security of third-party websites.

Users are encouraged to review the privacy policies of third-party websites before providing them with personal information.

We may update this Privacy Policy from time to time to reflect changes in:

• Our services.
• Technology.
• Data-processing practices.
• Applicable laws and regulations.
• Regulatory or accreditation requirements.

The updated Privacy Policy will be published on this website along with the revised "Last Updated" date.

If you have any questions, concerns, or complaints regarding the processing of your personal information, please contact us.

Grievance / Privacy Contact

We will review and address privacy-related concerns in accordance with applicable law and our internal procedures.

This Privacy Policy shall be governed by and interpreted in accordance with the applicable laws of India.

Subject to applicable law, courts having jurisdiction over Aligarh, Uttar Pradesh, shall have jurisdiction over matters arising in connection with this Privacy Policy.