Privacy policy

This policy explains how Jaipur Hospital ("we", "us"), operated by Jaipur Hospital Multispeciality Pvt. Ltd., collects, uses and protects personal information. It covers this website, the requests, messages and calls you make to us through it, and the health information we keep when we care for you.

We follow India's Digital Personal Data Protection Act, 2023 (the DPDP Act) and the Digital Personal Data Protection Rules, 2025 (the DPDP Rules), as their provisions come into force, and the Information Technology Act, 2000 and its rules. Health information is also confidential under the professional conduct rules for doctors (see Medical ethics and advertising).

Who is responsible

Jaipur Hospital is the data fiduciary for the personal information described here: we decide why and how it is used. You can reach us at S16A-17, Mahaveer Nagar, Near Gopalpura Flyover, Main Tonk Road, Jaipur, Rajasthan 302018, on +91 74140 01001 or at [email protected].

What we collect through this website

• Appointment requests. When you send the request form, we receive the patient's name, mobile number, the department and doctor you chose, your preferred day and time, the language of the page and the page you sent it from. Two things happen: WhatsApp opens on your phone with this message, and it reaches us only if you send it; and the same details are saved in our appointment list (a Google Sheet that only our appointment staff can open), so we can call you back even if the WhatsApp message is never sent. The request reaches the list through our form service on Cloudflare, which passes it on without keeping it, and a Cloudflare Turnstile check helps stop automated junk requests.
• Visit counting and advertising measurement. You do not need an account. This website uses Google Analytics to count visits and see which pages are used, and Google Tag Manager with Google Ads to measure our advertising. These services set cookies and send Google the pages you view (which may be about a health topic), your approximate location, your device and browser, and the fact that you tapped a call or WhatsApp button or sent the appointment form. They do not receive your name, your phone number or anything you type into the form. You can decline: use the notice shown on your first visit, or "Analytics & cookies" at the bottom of any page. These services then stop running on your browser and their cookies are removed.
• Search. What you type into the website's search stays in your browser: the search runs on your own device and is not sent to us. If you use the microphone button, your browser's own speech service turns your voice into text (for example Google's in Chrome, Apple's in Safari). That service is run by your browser's provider under its own privacy terms; we receive no audio.
• Your language choice may be remembered in your own browser so the site opens in Hindi or English next time. It is never sent to us.
• Basic technical logs (such as the time of a visit and the page requested) may be kept briefly by our website host to keep the site secure and working.
• The enquiry assistant. If you type a question into the chat assistant, it goes to our assistant service, which runs on Cloudflare, and an AI model there writes or chooses the reply. We ask you not to type names, phone numbers or medical records. We save the question, with numbers and email addresses hidden, its language and the department suggested, so we can improve the answers. Messages that look like an emergency are not saved. To stop misuse, a Cloudflare Turnstile check runs when you first send a question, and we count messages using a code made from your IP address that changes every day; we do not save the IP address itself. Your browser keeps the conversation until you close the tab. Choosing the buttons sends nothing to us. The assistant is automated, is not a doctor and does not give medical advice.

Why we use it

We use the details you give us only to:

• reply to you and arrange, confirm, change or follow up your appointment or care;
• process a cashless or reimbursement claim when you ask us to;
• keep the medical and billing records the law requires;
• keep our services and this website safe.

We do not sell personal information, and we do not use your health information for marketing or advertising.

Information you share by WhatsApp, phone or email

When you message us on WhatsApp, call or email us, we receive what you choose to share: usually your name, mobile number and the reason you are contacting us. We use it only for the purposes above and keep a record of the conversation. WhatsApp messages are also covered by WhatsApp's own privacy policy.

Health information and medical records

Information collected during your consultation, tests and treatment forms your medical record. It is confidential, and we treat it with extra care. We share it only:

• with the doctors, nurses and staff involved in your care;
• with your insurer, TPA or government scheme (RGHS, CGHS, MAA Yojana) when you ask us to process a cashless or reimbursement claim;
• with another hospital or doctor when you are referred or transferred, so they can continue your care;
• where the law requires it, for example for notifiable diseases, medico-legal cases, or an order of a court or authority.

Service providers who handle data for us

Some trusted companies process information on our behalf and only as we instruct them (data processors under the DPDP Act):

• Google (Google Sheets) stores the appointment list, and Google Analytics, Tag Manager and Ads receive the visit information described above, which Google also handles under its own policies;
• Cloudflare hosts this website and runs the enquiry assistant and our form service, including the AI model and Turnstile check. Cloudflare states that it does not use this content to train AI models;
• WhatsApp (Meta) carries the messages you choose to send us.

These services may store data on servers outside India. The DPDP Act allows this except to countries the Government of India restricts; we will stop using any such service if its country is restricted.

Consent and notice

We process your information with your consent, given when you send the request form or contact us, or where the law allows it without consent, such as in a medical emergency or to meet a legal duty. This page is our notice to you of what we collect and why.

You can withdraw consent for a particular use at any time, as easily as you gave it, by contacting us (details below). Withdrawing does not affect care already given or records the law requires us to keep.

Children and people who cannot consent

For a patient under 18, or a person who cannot give consent, we act on the consent of a parent, lawful guardian or the relative responsible for their care, as the law requires. The DPDP Rules allow hospitals to process a child's information without separate parental consent where it is needed to provide health care to that child.

How long we keep information

• Appointment requests in our appointment list are kept only as long as we need them to arrange and follow up the visit, and are then deleted.
• Messages and call notes are kept only as long as we need them to respond and provide care.
• Medical records are kept for the periods set by law and medical regulations. See Medical records and reports.
• Questions typed into the enquiry assistant are deleted after 30 days, and the daily message counts within two days.

How we protect it

We use reasonable security safeguards, as the DPDP Rules require: access to the appointment list and to medical records is limited to the staff who need it, accounts are protected, and access is logged where our systems allow.

If a personal data breach happens, we will tell the people affected without delay, in plain words: what happened, what it may mean for them and what they can do. We will also report it to the Data Protection Board of India, with full details within 72 hours as the DPDP Rules require.

Your rights

You can ask us to:

• tell you what personal information we hold about you, how we use it and with whom we have shared it;
• correct information that is wrong or incomplete, or complete or update it;
• erase information we no longer need, unless the law requires us to keep it (medical records usually must be kept);
• withdraw consent you gave earlier for a particular use;
• name another person who can exercise these rights for you if you die or cannot act.

Send your request to the contact below. We may ask you to confirm who you are before we act on it. We will reply as soon as we can, and within the time the DPDP Rules allow (no more than 90 days).

Contact for privacy questions and grievances

For privacy questions, to use your rights, or to complain about how your information was handled, contact the person responsible for data protection at Jaipur Hospital: [email protected], +91 74140 01001, or by post to S16A-17, Mahaveer Nagar, Near Gopalpura Flyover, Main Tonk Road, Jaipur, Rajasthan 302018. See also Grievance redressal.

If you are not satisfied with our reply, you may complain to the Data Protection Board of India.

Changes to this policy

If we change how we handle information, we will update this page and its "last updated" date. If a change affects how we use information you have already given us, we will tell you before it takes effect.