Last updated: 1 January 2027
Effective date: 1 January 2027
Upchar Setu is committed to protecting your privacy and handling your personal information with care, transparency, and respect. This Privacy Policy explains what data we collect, how we use it, how we protect it, and your rights over it.
Please read this policy carefully. By using Upchar Setu's platform or services, you agree to the practices described here.
1. Who We Are
Upchar Setu is operated by Upchar Holistic Healthcare LLP (trading as Upchar Setu), a Limited Liability Partnership registered in India. We act as a Data Fiduciary under the Digital Personal Data Protection Act, 2023 (DPDPA) in relation to the personal data you share with us.
Contact:
Email: hello@upcharsetu.com
WhatsApp: +91 98256 88286
Address: Upchar Holistic Healthcare LLP (Upchar Setu), 315, Abhishree Complex, Opp OM Tower, Satellite Road, Ahmedabad, Gujarat – 380015
2. Data We Collect
#### 2.1 Information You Provide to Us
From families and patients:
- Name, age, gender, contact details (mobile number, email, address)
- City and location within Gujarat
- Medical history, current diagnosis, medications, and health conditions (for the patient being cared for)
- Treating doctor's name and hospital/clinic
- Emergency contact information
- Payment information (processed through secure third-party payment gateways — we do not store full card details)
From care professionals:
- Name, contact details, address
- Professional qualifications, registration numbers (NMC, INC, or other relevant councils)
- Experience details, employment history
- Identity documents (Aadhaar, PAN, or equivalent, for verification)
- Bank account details (for salary/payment purposes)
From partner organisations (hospitals, clinics, corporates, insurers):
- Organisation name and address
- Contact person's name, designation, and contact details
- Patient referral information (with appropriate consent)
#### 2.2 Information We Collect Automatically
When you use our website or platform, we may collect:
- Device information (type, operating system, browser)
- IP address and general location
- Pages visited and time spent
- Referral source (how you arrived at our website)
- WhatsApp conversation metadata (not message content)
#### 2.3 Information from Third Parties
- Referral information from partner hospitals, doctors, or organisations (only with appropriate consent from the patient or family)
- Publicly available professional registration data to verify care professionals
3. How We Use Your Data
We use your personal data only for the purposes for which it was collected:
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We do not use your health data for marketing, advertising, or commercial profiling. We do not sell your personal data to any third party.
4. Health and Sensitive Personal Data
Health and medical information — including diagnoses, medications, treatment history, and care notes — is Sensitive Personal Data under the IT (SPD) Rules 2011, and is expected to be treated as sensitive data under the DPDPA 2023.
We handle health data with additional care:
- Health data is only accessible to the care professionals assigned to your case, the Upchar Setu care coordination team, and the family members you designate
- Health data is stored on secure servers with access controls and encryption
- We will never share your health data with any third party without your explicit consent, except where required by law or in a medical emergency
- Treating hospitals or doctors who referred you may receive care updates and clinical summaries with your prior consent
5. Who We Share Your Data With
We share your data only with:
5.1 Care professionals assigned to your case
Your care plan, health records, and contact details are shared with the verified nurse, doctor, physiotherapist, or other professional assigned to provide your care.
5.2 Referring hospitals or clinicians (with consent)
If you were referred to Upchar Setu by a hospital or doctor, we may share care updates and clinical summaries with your referring team, with your prior consent.
5.3 Service providers and technology partners
We use trusted third-party service providers for cloud storage, payment processing, and communication (e.g., WhatsApp Business API, SMS gateway, payment gateway). These providers process data strictly on our instructions and are bound by confidentiality obligations.
5.4 Emergency services
In a medical emergency, we may share relevant information with emergency services or hospitals to protect the patient's health and safety.
5.5 Legal and regulatory authorities
We may disclose information where required by law, court order, or a competent regulatory authority in India.
We do not share your personal data with:
- Advertisers or marketing companies
- Third parties for their own commercial purposes
- Any party outside India, except as required for cloud services operated under adequate data protection standards
6. Data Retention
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On expiry of the applicable retention period, data is securely deleted or anonymised.
7. Data Security
Upchar Setu implements appropriate technical and organisational security measures to protect your personal data, including:
- Encrypted data storage
- Access controls — limiting data access to authorised personnel only
- Secure transmission protocols (HTTPS)
- Regular security reviews of our platform and infrastructure
- Strict confidentiality obligations for all staff and care professionals
If we become aware of a data breach that is likely to affect your rights, we will notify you and the relevant authorities in accordance with applicable Indian law.
8. Cookies and Tracking
Our website uses cookies and similar tracking technologies to:
- Ensure the website functions correctly (essential cookies)
- Understand how visitors use our website (analytics cookies, using anonymised data)
- Remember your preferences
You can control cookies through your browser settings. Disabling analytics cookies will not affect your ability to use our services.
We do not use third-party advertising cookies or behavioural tracking for advertising purposes.
9. Your Rights
Under Indian law, including the DPDPA 2023, you have the following rights in relation to your personal data:
Right to access — You may request a summary of the personal data we hold about you.
Right to correction — You may request that we correct inaccurate or incomplete personal data.
Right to erasure — You may request deletion of your personal data where it is no longer necessary for the purposes for which it was collected, subject to legal retention obligations.
Right to withdraw consent — Where processing is based on consent, you may withdraw consent at any time. This will not affect the lawfulness of processing prior to withdrawal.
Right to grievance redressal — You have the right to raise a complaint with Upchar Setu's Grievance Officer. See Section 11.
Right to nominate — Under the DPDPA 2023, you have the right to nominate another person to exercise your data rights on your behalf in the event of your death or incapacity.
To exercise any of these rights, contact us at: hello@upcharsetu.com or WhatsApp: +91 98256 88286.
We will respond within 30 days. For patients who are minors or who lack capacity, rights may be exercised by a parent, guardian, or nominated representative.
10. Children's Data
Upchar Setu's services may be used for minor patients. Where a patient is a minor (under 18), the parent or legal guardian must register on their behalf and provide consent for the processing of health data.
We do not knowingly collect personal data directly from minors without parental consent.
11. Grievance Officer
In accordance with the IT Rules 2021 and the DPDPA 2023, Upchar Setu has designated a Grievance Officer for privacy-related complaints:
Grievance Officer: Kandarp Bhatt, Partner
Email: hello@upcharsetu.com
Address: Upchar Holistic Healthcare LLP (Upchar Setu), 315, Abhishree Complex, Opp OM Tower, Satellite Road, Ahmedabad, Gujarat – 380015
We acknowledge grievances within 48 hours and aim to resolve them within 30 days.
If you are not satisfied with our resolution, you may approach the Data Protection Board of India once established under the DPDPA 2023 framework, or the relevant Consumer Disputes Redressal Commission under the Consumer Protection Act 2019.
12. Changes to This Policy
We may update this Privacy Policy from time to time. We will notify you of material changes via email or SMS before they take effect. The current version is always available at upcharsetu.com/privacy.
13. Contact Us
For any privacy-related questions:
Email: hello@upcharsetu.com
WhatsApp: +91 98256 88286
Address: Upchar Holistic Healthcare LLP (Upchar Setu), 315, Abhishree Complex, Opp OM Tower, Satellite Road, Ahmedabad, Gujarat – 380015