1. Who this policy covers
Docnity provides a patient app and website for arranging healthcare services, including consultations, home care, lab tests, pharmacy orders, equipment and related support. In this policy, “Docnity”, “we” and “our” refer to the team providing these services. For privacy questions or requests, contact [email protected].
This policy covers the Docnity Android patient app (com.docnity.user) and related website services. A healthcare professional, laboratory, pharmacy, payment provider or other independent organization may also handle information under its own privacy obligations when delivering the service you request.
2. Information we collect
Account and identity information: your name, mobile number, email when provided, account identifiers, authentication and verification information, profile details and any profile image you choose to supply. Phone registration and login use an OTP delivered through the configured messaging service.
Patient and health information: patient or family member details, age or date of birth, gender, symptoms, service requirements, health history, clinical notes, vitals, care plans, prescriptions, lab orders, reports and documents that you or your care provider submit. The information collected depends on the services you use.
Booking and transaction information: appointments, service addresses, assigned providers, order and delivery details, booking status, invoices, payment identifiers, payment status, refunds, wallet balances and transactions, referral codes and rewards.
Communications: messages, selected attachments and locations shared with providers or support, support tickets, complaints, feedback and associated timestamps. Consultation audio and video are transmitted during calls; call/session identifiers, participant details, connection events and duration may be processed to operate and support consultations.
Device and service information: notification tokens, app and device information, network and connection information, IP addresses, service interactions, diagnostic information and security or audit logs. Our Android build includes Firebase Analytics, which can collect app interaction, device identifier and diagnostic information through its SDK.
3. Why we use information
We use information to register and authenticate accounts; show service availability; arrange appointments, home visits, orders and consultations; maintain health records; communicate with you and your assigned providers; process payments, wallet activity and refunds; provide referrals and support; and send service notifications.
We also use operational information to maintain service reliability, understand app use, investigate failures, prevent misuse and fraud, keep transaction and security records, resolve complaints and comply with applicable obligations. We do not sell personal or sensitive user data.
4. Location and addresses
When you choose location-based features and grant permission, the app can use approximate or precise device location to find a service address, check service availability and support booking or map features. We also process addresses and coordinates you enter, save or explicitly share in a conversation.
The patient app requests foreground location permissions; its current Android manifest does not request background location access. Provider journey locations can be shown to patients for relevant bookings. You can deny or revoke location access in device settings and use manual address entry where the feature supports it. Location-dependent features may then be limited.
5. Camera, microphone, files and notifications
Camera and microphone: used for consultations and features you activate that need audio or video. Voice search uses your device's speech recognition service; that service may process audio remotely under its own settings and privacy policy. Recognized words are used to search for services.
Files and photos: we receive the files you choose to upload or share, such as prescriptions, reports, images and support attachments. Downloading or sharing a report or invoice creates a copy outside Docnity's control; protect files saved on your device or sent to another app.
Notifications and calls: Firebase notification tokens help deliver booking updates, support messages and incoming-call alerts. Bluetooth access supports call audio devices. Foreground services, wake locks, full-screen call notifications and overlay access, where granted and used, support ongoing or incoming consultations. Some message or booking information may appear on your lock screen according to device settings.
You can manage runtime permissions and notification previews in Android settings. Refusing a permission may prevent the corresponding feature from working. Reading this policy does not grant a permission or replace an in-app disclosure or consent request.
7. Payments and wallet
Razorpay and the payment methods you select process payment credentials and payment authorization information. Docnity processes the order, amount, payment reference, transaction status, refund details and wallet ledger information required to reconcile the transaction and provide support.
A privacy or deletion request does not automatically cancel a booking, reverse a payment or settle an outstanding wallet balance. Contact support about pending services, refunds and balances. Financial and transaction records may need to be retained after account deletion.
8. Assistant and automated features
The current patient app's help assistant matches questions to locally defined service guidance. That mobile screen does not send its conversation to an external generative AI service. It is not a medical diagnosis or a replacement for a qualified healthcare professional.
A separate website/backend chatbot integration can use OpenAI when enabled. If you use a feature that sends a message to that integration, the submitted message and conversation history supplied with the request are sent for generating a response. Do not include unnecessary identifying or sensitive health information. We will update the policy and provide applicable disclosure or consent before introducing materially different data uses.
9. Local storage, website storage and security
The app stores session credentials and cached information, such as profile details, saved patient details and addresses, on your device to keep you signed in and support app features. The website uses browser storage and cookies for sessions and preferences. Clearing local storage or uninstalling the app does not delete server-side records or request account deletion.
The service uses HTTPS API connections and security controls that vary by system and record type, including authentication, access checks, audit logging and encryption for certain electronic medical record fields. This is not a claim that every stored file or record is encrypted or that every communication is end-to-end encrypted. No system can guarantee absolute security.
Keep your device and OTPs secure. Avoid forwarding private document links or sending health documents to unintended recipients. If you believe information has been exposed or accessed improperly, contact [email protected].
10. Retention and deletion
We retain account and service information while needed to operate your account, deliver requested care, maintain relevant records and address support or transaction issues. Retention depends on the type of information and the reason it is held; there is no single retention period for all Docnity data.
You can request account and associated data deletion in the app under Account → Account deletion, on https://docnity.co.in/delete-account, or by emailing [email protected]. Include the mobile number or email associated with your account; do not send passwords, OTPs or unnecessary medical documents. We may verify ownership before acting. If you cannot sign in, use the email contact.
Submitting a request starts a team review; it does not immediately erase the account. You can withdraw a request while it is pending. The team reviews removal or anonymisation of profile, contact information and uploaded personal documents that are no longer required. The request page shows recorded status and outcome.
Medical, booking, payment, tax, fraud-prevention or dispute records may need to be retained for applicable obligations or unresolved matters. The processing outcome should identify retained information and the reason; contact us for the applicable retention period and processing progress. Healthcare providers may have independent recordkeeping duties. Uninstalling the app, logging out or disabling notifications is not account deletion.
11. Your choices and privacy requests
You can review or update available profile and address details in the app, manage device permissions and notification settings, and request access, correction or deletion by contacting [email protected]. If your request involves another person's records, we may need proof of your authority.
If you withdraw a permission or ask us to stop processing information necessary for a service, we may be unable to continue that feature or fulfil the booking. We will review requests according to the information involved and applicable obligations.
12. Family members and children
If you arrange care or provide information for a child, dependent or another person, make sure you have the necessary authority and provide only information relevant to their care. A parent or authorized guardian should manage a child's information and contact us about access, correction or deletion.
If you believe information about a child has been supplied without appropriate authority, contact [email protected] so we can investigate.
13. Changes to this policy
We may update this policy as features, service vendors or practices change. The effective date and version identify this edition. Material changes will be communicated through appropriate in-app or website notices, with additional disclosure or consent where required.
14. Contact and complaints
Contact the Docnity privacy team at [email protected] for privacy questions, account deletion, corrections, access requests or concerns about information handling. You can also use Help & Support / Complaints in the app.
Please describe your request and provide a way to identify the relevant account. Do not send your password, OTP, full payment credentials or unnecessary medical records.