Privacy Policy

PractiGo ("PractiGo", "we", "us") provides appointment booking and clinic management software to clinics and doctors in India. This policy explains what personal data we handle, why, who we share it with and the choices you have. It applies to all of the following (together, the "Services"):

• the PractiGo patient app (Android package in.practigo.patient);
• clinic-branded apps and websites built on PractiGo ("white-label" apps published under a clinic's own name), and a clinic's booking assistant on its website or on WhatsApp;
• the PractiGo Business app (Android package in.practigo.business) and the PractiGo web dashboard used by clinic owners, doctors and staff;
• our website practigo.in and PractiGo's own WhatsApp chat for people interested in using PractiGo.

Questions or requests: support@practigo.in.

1. Who is responsible for your data

Patients: when you book with or are treated by a clinic, that clinic decides what records it keeps about your care (appointments, consultation notes, prescriptions, bills) and is responsible for them. PractiGo stores and processes that data on the clinic's behalf so the clinic can run its practice and you can see your own records. This is the same whether you use the PractiGo app or a clinic's own branded app.

PractiGo is responsible for your app account (sign-in details and settings), for clinic and staff accounts, for subscriptions and billing to clinics, for our website and sales conversations, and for running and securing the platform.

Clinics using PractiGo are responsible for having a lawful basis (such as the patient's consent) for the patient information they enter into PractiGo, and for answering patients' requests about their medical records.

2. What we collect

2.1 Patients (PractiGo app, clinic-branded apps, websites and WhatsApp)

• Account details: your name, mobile number and/or email address, and a password if you choose to set one (stored only as a one-way hash). We send one-time codes to your phone or email to confirm it is you.
• Appointments: the clinic and doctor you book with, date and time, status, and the reason for visit you enter.
• Health and billing records from your clinic: prescriptions, consultation summaries, bills, receipts and payment status that your clinic issues to you.
• Booking assistant chats: the messages you exchange with a clinic's automated booking assistant in an app, on a clinic's website or on WhatsApp.
• Payments: when you pay a clinic online, the payment is processed by Razorpay. We receive the payment status and reference, never your card, UPI PIN or bank login details.

2.2 Clinics, doctors and staff (PractiGo Business app and web dashboard)

• Account details: name, email address, mobile number, password (stored only as a one-way hash), role and permissions.
• Clinic and doctor profiles: clinic name, address, contact details, logo and branding, services and fees, doctor names, qualifications, specialities, photos and working hours.
• Patient data the clinic manages: patients, appointments, queue, consultation notes, prescriptions, invoices and messages that clinic staff create or view. We process this only on the clinic's instructions (see section 1).
• Subscription and billing: the plan you choose, invoices, GST details if provided, and payment status and reference from Razorpay. We never receive card, UPI PIN or bank login details.
• Activity records: an audit log of important actions (for example sign-ins and changes to appointments or records), kept for security and accountability.

2.3 Website visitors and people interested in PractiGo

• Forms: the name, clinic name, phone number, email and message you submit through the contact or sign-up forms on practigo.in.
• WhatsApp conversations with PractiGo: if you message PractiGo on WhatsApp, we keep your WhatsApp number, the name on your WhatsApp profile and the conversation, which is answered by an automated sales assistant and our team.
• Website usage: pages visited, buttons clicked and how you arrived (such as campaign tags in the link), linked to a random identifier stored in your browser. We also use Google Ads tags, which may set cookies, to measure whether our ads lead to sign-ups.

2.4 Everyone using our apps

• Device and technical data: a notification token so we can send alerts to your device, and standard server logs (IP address, app version, device type, timestamps) used for security and troubleshooting.

Our apps do not access your contacts, photos, location, camera or microphone. Our apps do not use advertising identifiers and do not show ads.

3. How we use it

• To create and secure accounts and sign you in.
• To book, confirm, reschedule and cancel appointments, and to send confirmations and reminders.
• To show patients their own appointments, prescriptions and bills from their clinic.
• To let clinics manage their practice: appointments, queue, patients, consultations, prescriptions, invoices, staff and their clinic's branded app and website.
• To let a clinic's booking assistant answer patients' questions about the clinic and book appointments.
• To provide, bill and support PractiGo subscriptions, and to answer people interested in PractiGo.
• To measure and improve our website and advertising (website visitors only).
• To keep the Services secure, prevent misuse, fix problems and meet legal obligations.

We do not use patients' health records for advertising or marketing, and we do not use one clinic's patient data for any other clinic.

4. Automated assistants

Clinics' booking assistants and PractiGo's own WhatsApp sales assistant are automated software that uses an AI model to write replies. A booking assistant helps with appointments and general clinic information and does not give medical advice or diagnosis. In an emergency, call 112 or go to the nearest hospital. You can report any reply that is wrong or inappropriate by long-pressing it in the app, or by writing to us.

5. Who we share it with

We do not sell personal data. We share it only as needed to run the Services:

• The clinic you choose, and its doctors and staff, who see your appointments and the records they create for you. A clinic cannot see your data at another clinic.
• Service providers working on our behalf under contract: cloud hosting (Amazon Web Services), messaging (WhatsApp, SMS and email delivery services), payments (Razorpay), push notifications (Expo and Google Firebase Cloud Messaging), AI model providers that generate assistant replies from chat messages, and Google (advertising measurement on practigo.in only).
• Government or law enforcement authorities, when the law requires it.
• A buyer or successor, if PractiGo's business is sold or merged, under the same protections as this policy.

Some of these providers may process data on servers outside India.

6. Security

All traffic between our apps, websites and servers is encrypted (HTTPS). Passwords are stored as one-way hashes, sign-in sessions on your phone are kept in the device's secure storage, and each clinic's data is kept separate from every other clinic's. Clinic staff only see what their role permits. PractiGo staff access is limited to what is needed to operate and support the Services.

7. How long we keep it

• Patient and staff accounts are kept until they are deleted.
• Medical and billing records belong to the clinic and are kept for as long as the clinic needs them or the law requires (Indian rules commonly require clinics to keep medical records for at least 3 years), even after a patient deletes their app account.
• A clinic's data is kept while its subscription is active. After a clinic closes its account, we keep it for a limited period so the clinic can export it, then delete it, except subscription invoices and payment records we must keep under tax law.
• Website usage data, sales conversations and server logs are kept for a limited period, then deleted.

8. Deleting your account

Patients (PractiGo app and clinic-branded apps)

You can delete your account at any time in the app: Profile → Delete account. You can also ask us by email; see practigo.in/delete-account.

When you delete your account, we:

• delete your name, mobile number, email address and password from the account, and sign you out on every device;
• delete your booking assistant chat messages;
• cancel your upcoming appointments at that clinic.

Your clinic keeps its own medical and billing records of past visits where the law requires it, without your contact details. To ask a clinic to correct or erase those records, contact the clinic directly, or write to us and we will pass your request on.

Clinics, doctors and staff (PractiGo Business)

A clinic's administrator can remove a staff or doctor account from the clinic at any time. To delete your own staff account, or to close your clinic's whole PractiGo account and have its data deleted, email support@practigo.in from the email address on the account. See practigo.in/delete-account for details.

9. Your rights

Under India's Digital Personal Data Protection Act, 2023, you can ask to access, correct, update or erase your personal data, withdraw consent, and nominate someone to act for you. Email support@practigo.in. We reply within 30 days. If your request is about records a clinic keeps, we will pass it to that clinic. If you are not satisfied, you may complain to the Data Protection Board of India.

You can stop receiving PractiGo marketing messages at any time by telling us on WhatsApp or writing to us. You can block or delete cookies in your browser settings.

10. Children

Accounts are meant for adults. A parent or guardian may create an account and book appointments for a child, and is responsible for the information they provide.

11. Changes

If we change this policy we will update the date above. For significant changes we will tell you in the app or by email before they take effect.

12. Contact and grievances

PractiGo Grievance Officer: support@practigo.in