Privacy Policy

The Shastho AI services available at shastho.ai, app.shastho.ai, and embed.shastho.ai are owned and operated by Shastho Limited. In this Privacy Policy, "Shastho AI," "Site," "Website," "we," "us," and "our" refer to Shastho Limited and its services. We are committed to protecting the privacy of visitors and users of the Shastho AI website and app. This Privacy Policy explains how we collect, use, store, disclose, and protect your personal information. It applies to all visitors and users of our products and services.

Collection of Information

We may receive and store information about you, including:

  • Information you provide to us, such as your name, email address, payment details, and telephone number. We collect this information when you use the platform, search for available appointments with healthcare providers, send queries or requests, or subscribe to Shastho AI.
  • Information you choose to provide through reviews, ratings, service preferences, account settings, forms, or other interactions with our service.
  • Information we collect automatically, such as your use of our service, your interactions with us and our advertising, and information about the computer or device you use to access our service. This may include your activity on the Shastho AI service, appointment selections, booking history, search queries, details of your interactions with healthcare providers, chat transcripts, phone numbers, call recordings where applicable, device IDs, device and software characteristics, connection information, page-view statistics, referral URLs, IP address, browser information, and standard web server log information.
  • Information collected through local storage, web beacons, cookies, and similar technologies.
  • Information from other sources, including online and offline data providers. This may include demographic data, interest-based data, and internet browsing behavior.

What Personal Information Do We Collect and Why?

When you use this website or app, we collect and store personal information that you provide to us. Our main purpose is to conduct internal research on user demographics and interests, provide a safe, efficient, smooth, and customized experience, and protect your interests. This allows us to provide services and features that are most likely to meet your needs and to make your experience safer and easier. We collect only the personal information that we consider necessary for these purposes.

Personal Information We May Collect and Store

  • Name, address, contact number, email address, and similar identifying information.
  • Transaction information based on your activities on the site, such as appointment bookings.
  • The URL from which you were redirected, whether or not it is on our site, along with browser information and IP address.
  • Your usage behavior and patterns.
  • Personal correspondence, such as emails, and correspondence sent by other users or third parties about your activities or postings on the Site.
  • Community discussions, chats, dispute-resolution messages, correspondence through our site, and correspondence sent to us.
  • Information from your interaction with our site and services, including computer and connection information, page-view statistics, traffic to and from the site, ad data, IP address, and standard web log information.
  • Non-personal information about your visit to the Site and similar sites, based on browsing or clickstream activity. This may include the pages you browsed and the products or services you viewed or ordered.
  • Additional information we ask you to submit to authenticate yourself or to investigate a possible policy violation, such as an ID, bill, or answers to online verification questions.
  • Photographs, fingerprints, signatures, national or voter ID numbers, passport numbers, official or work addresses, parent or spouse information, and relevant information about other patients if their appointment is booked through you.
  • Information from other companies, such as demographic and navigation data.
  • Supplemental information from third parties, where permitted by law. For example, if you incur a debt to an organization, we may conduct a credit check by obtaining additional information about you from a credit bureau.

How We Use Your Personal Information

Our main purpose in collecting personal information is to provide a safe, smooth, efficient, and customized experience. We may use your personal information to:

  • Administer the Shastho AI website and app.
  • Resolve disputes, secure payments for purchases, and troubleshoot problems.
  • Customize your experience and detect and protect against errors.
  • Prevent potentially prohibited or illegal activities and enforce our Terms of Use.
  • Measure, customize, and improve our services.
  • Inform you about online and offline offers, services, and updates.
  • Compare your submitted or tracked information for accuracy and verify it with third parties where applicable.
  • Examine your personal information to identify users with multiple user IDs or aliases, and remove or block unauthenticated user IDs.
  • Send email and SMS notifications that you have specifically requested.
  • Collect feedback, ratings, and related comments that may be displayed to improve the Shastho AI website and app and help other visitors understand our service.

If you access our site from a shared computer or from a computer in an internet cafe, certain information about you, such as your login ID, activity, or reminders from the Shastho AI website and app, may be visible to other people who use the computer after you.

Account and Data Deletion

You may request deletion of your Shastho AI account and the personal data associated with it at any time.

How to request deletion:

  • Shastho AI mobile app: Open the Profile page, tap the user card at the top of the page, scroll to the bottom, tap “I want to delete my account,” and confirm the request.
  • Shastho AI web app: Sign in at app.shastho.ai, open the Settings page, scroll to the bottom, click “I want to delete my account,” and confirm the request.
  • Email: If you cannot access the mobile or web app, email support@shastho.ai with the subject “Shastho AI Account and Data Deletion Request.” Send the request from your registered email address or include your registered phone number so we can identify your account. Never send your password, OTP, medical reports, or other sensitive health information by email.

You do not need to reinstall the mobile app to submit a request by email. We may contact you through your registered email address or phone number to verify your identity and protect your account from unauthorized deletion.

What happens after a request: After your identity is verified, we close the account and delete or irreversibly anonymize personal data associated with it, except for limited records that we must retain for the reasons explained below. Account deletion is permanent, and you will no longer be able to sign in or access services, records, or content through that account.

Data we delete or anonymize: Depending on the services you used, this includes account credentials and profile information such as your name, phone number, email address, date of birth, gender, address, and profile photo; device identifiers, active sessions, notification tokens, and preferences; saved health information, uploaded reports and prescriptions, and files that belong only to your account; and chat, support, appointment, and consultation information that is not subject to a legal or regulatory retention requirement.

Data we may retain: We may retain only the data reasonably necessary to comply with applicable law, accounting and tax obligations, required healthcare or transaction recordkeeping, fraud prevention, security, dispute resolution, or legal claims. This may include invoices, payment and refund records, transaction references, required appointment or clinical records, consent evidence, and security or audit logs. Access to retained records is restricted, and they are kept only for the period required by applicable law or necessary for the stated purpose. When that period ends, the records are deleted or irreversibly anonymized. De-identified or aggregated information that can no longer be linked to you may be retained for analytics, safety, and service improvement.

Processing time: We normally complete a verified deletion request within 30 days. Residual copies may remain in protected backups for up to 90 additional days while those backups are overwritten through our normal rotation process. Backup data is isolated from normal use and accessed only when required for disaster recovery, security, or legal obligations. A request may take longer when specific records must be retained or reviewed for a legal, regulatory, security, fraud-prevention, payment, or dispute-related reason. If we need more information, we will contact you using your registered contact details.

Payment and Refund Policy

  • Financial information, depending on the service used, such as credit card or bank account numbers or other payment details, may be collected to process transactions through PortWallet, a payment gateway service. For more information, please review the PortWallet Terms and Conditions. Shastho Limited does not store your financial information in its system, except for transaction IDs used to track payments.
  • Shastho Limited has updated its refund policy to provide a transparent and customer-friendly process. Refunds are available for:
    • Healthcare Appointment and Diagnostic Test Booking: You may be eligible for a refund if the service was not provided as expected by the healthcare provider. The refund will be issued through the same payment method used for the transaction.
    • Shastho Plans/Shastho Card Subscription: Customers who wish to cancel their subscription may request a refund under the conditions outlined in our detailed refund policy.
  • Refunds are processed within 7 working days from the date eligibility is confirmed. For details about eligibility, process, and required documentation, please visit our Refund Policy page.

Our Disclosure of Your Information

We do not sell or rent your personal information to third parties for their marketing purposes without your explicit consent. This does not include doctors, hospitals, healthcare providers, and other parties who assist us in operating the Shastho AI website and app, conducting our business, or servicing you, as long as those parties agree to keep the information confidential. We may combine your information with information we collect from other companies and use it to improve and personalize our services.

We may disclose personal information to respond to legal requirements, enforce our policies, respond to claims that violate the rights of others, or protect anyone's rights, property, or safety. Such information will be disclosed in accordance with applicable laws and regulations. We may also share your personal information with:

  • Relevant healthcare providers, doctors, hospitals, clinics, members, partners, vendors, payment gateways, and banks to provide joint content and services, such as registration, transactions, fund collection, and customer support; help detect and prevent potentially illegal acts and policy violations; and guide decisions about their products, services, and communications. Members of our corporate family will use this information to send you marketing communications only if you have requested their services.
  • Healthcare providers or hospitals with whom you choose to schedule through the Services. We may also share your personal information with healthcare providers in an emergency.
  • Service providers under contract who help with our business operations, such as fraud investigations, bill collection, affiliate and rewards programs, and co-branded credit cards.
  • Other third parties to whom you explicitly ask us to send your information, or about whom you are otherwise explicitly notified and to whom you consent when using a specific service.
  • Law enforcement or other governmental officials in response to a verified request relating to a criminal investigation or alleged illegal activity. In such cases, we will disclose information relevant to the investigation.
  • Without limiting the above, and in an effort to respect your privacy and keep the community free from bad actors, we will not otherwise disclose your personal information to law enforcement, other government officials, or other third parties without a court order or substantially similar legal procedure, except when we believe in good faith that disclosure is necessary to prevent imminent physical harm or financial loss, or to report suspected illegal activity.

How Do We Protect Visitor Information?

The Shastho AI website and app are scanned regularly for security issues and known vulnerabilities to help make your visit to our site as safe as possible.

What Are Cookies?

Cookies are small data files that are commonly stored on your device when you browse and use websites and online services. They are widely used to make websites work more efficiently, provide reporting information, and support service or advertising personalization. Cookies are not the only technology that enables this functionality; we may also use similar technologies, as described below.

Do We Use Cookies?

We may use cookies or similar technologies on parts of the site, and you may also encounter cookies from third parties on pages that we do not control. We use Google Analytics to analyze use of the Shastho AI website and app. Google Analytics generates statistical and other information about website use through cookies stored on users' computers. Information generated about our website is used to create reports about website use. Google stores this information. Google's privacy policy is available at: http://www.google.com/privacypolicy.html.

Third-Party Websites

Except as otherwise expressly included in this Privacy Policy, this document addresses only the use and disclosure of information we collect from you. If you disclose your information to others, different rules may apply to their use or disclosure of that information. We do not control the privacy policies of third parties, and you are subject to those policies where applicable. We encourage you to ask questions before disclosing your personal information to others.

General

We may amend this Privacy Policy at any time by posting the amended terms on this site. Amended terms take effect when they are posted, or when you access or use the Shastho AI website or app after the amendments are posted. If your questions are not answered on the website or app, you may write to us at info@shastho.ai.