Privacy Policy

Pai Group Inc. trading as 'AcchaDoc' (AcchaDoc, we, us or our) is committed to protecting your personal information in accordance with the Digital Personal Data Protection Act, 2023 (DPDP Act), the Information Technology Act, 2000 and the Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011 (SPDI Rules).

AcchaDoc is a virtual care technology platform that facilitates consultations between you and independent registered health practitioners (Partner Practitioners) and diagnostic and other providers (e.g. pathology and radiology providers) (collectively, Partner Providers).

This Privacy Policy (Privacy Policy) explains how we collect, hold, use and share your personal information, and how you can access or correct it or make a privacy-related query or complaint.

Personal information and sensitive personal data or information are defined in the DPDP Act and the SPDI Rules. Capitalized terms not defined in this Privacy Policy have the same meaning given to them in the Terms & Conditions.

This Privacy Policy, together with our Terms & Conditions, applies to your use of the AcchaDoc Platform, including the AcchaDoc website, and our social media accounts and pages that we control or manage (AcchaDoc Platform). Please read each document carefully.

1. What Types of Personal Information Do We Collect?

The personal information we collect depends on how you interact with us – whether you provide personal information to us, someone provides it on your behalf, or we otherwise receive it as permitted by applicable Laws.

The type of personal information we collect includes:

• details of your identity, including your full name, date of birth and gender, and any other information you provide to verify your identity;
• contact details, including your email, address, phone number and government ID details (if provided);
• information in communications between you and us, including any photos and documents you choose to share with us;
• purchase and account activity, including goods and services you view on the AcchaDoc Platform and which you purchase or add to your cart;
• digital information, including your device ID, type and attributes, IP address, standard web log information, browsing behavior, page views, app launches and actions, and information gathered through cookies, pixels or similar technologies;
• search information including interactions with the AcchaDoc Platform and social media platforms;
• information that you provide through surveys;
• payment information including credit/debit card details, UPI IDs, and transaction history; and
• any other information you choose to provide to us.

2. Sensitive Personal Data or Information

We may also collect personal information that is sensitive personal data or information including health information (as defined in the DPDP Act and SPDI Rules). For example, when we facilitate the Services (including where Partner Providers provide products and services to you), we may collect:

• identifiers and other information that you provide when submitting a request through the AcchaDoc Platform;
• medical history, symptoms and other health information that you (or someone on your behalf) provide to us or a Partner Provider (including in connection with your request for Services), and any session media captured during the provision of the Services (e.g. audio or video recordings where enabled). You may request that such session media not be retained by AcchaDoc unless we are legally required to keep it as part of a health record or otherwise by Law; and
• where required, family history and lifestyle information (which may include information about your ethnicity, religion, genetic information and sexual orientation).

If you provide us with another individual's personal information, you must only do so with their consent or where otherwise authorized by Law.

3. How Do We Collect Your Personal Information?

How we collect personal information depends on our relationship with you. Where practicable, we collect personal information directly from you, including when you:

• interact with the AcchaDoc Platform;
• create an account, complete a form or questionnaire, place an order or request through the AcchaDoc Platform;
• communicate with us or a Partner Provider by phone, video call, email, chat or other channels – this may include session media captured during the provision of the Services (e.g. audio or video recordings where enabled) to support the delivery of such Services, including for quality, training and security purposes;
• use the AcchaDoc Platform, where we automatically collect device details, log information, location data or usage statistics through cookies, pixels or similar technologies;
• upload documents, images or test results to the AcchaDoc Platform; or
• take part in surveys, market-research activities, competitions and promotional activities that are managed by us.

We may also receive personal information about you from other sources, including from:

• our Partner Providers, including where you and your Partner Practitioner communicate about goods and services;
• our Affiliates so we can provide, or facilitate the provision of, goods and services;
• a person authorized by you (e.g. a family member, carer or legal guardian);
• third party service providers (e.g. payment processors, hosting providers, customer support providers, analytics providers); or
• other people or entities who help us facilitate the provision of the Services.

We may use analytics to develop additional insights from the personal information we already hold about you.

If you provide us with personal information about someone else, you must have their consent to do so.

4. Our Purpose for Collecting Your Personal Information and How We Use It

We collect, hold, use and share personal information so that we can operate our business, facilitate the provision of goods and services and meet our legal obligations. In addition, we may use your personal information to:

• provide and facilitate goods and services, including establishing and maintaining your Account, processing your requests, providing support, sending reminders and arranging collection or delivery;
• keep you informed about goods and services, including confirmations, dispatch and tracking updates, return or exchange authorizations, and reminders or follow-ups (either on our own initiative or at the request of Partner Providers);
• tailor the Services to you (including health services), including making us or our Partner Providers aware of any special requirements that you may have;
• verify your identity and authorize payments either directly or through third party providers;
• provide you with offers and direct marketing that may be of interest to you (with your consent and unless you opt out), show relevant online advertisements and personalize your experience on the AcchaDoc Platform (including by email, SMS and WhatsApp);
• invite you to provide feedback (including about the AcchaDoc Platform and the goods and services you receive through it);
• improve your experience, including in relation to goods and services that we or our Affiliates facilitate through Partner Providers;
• analyze and match data to better understand your preferences and develop insights about our users (as a whole or in groups);
• enable third parties to contact you about our goods or services that may be of interest to you;
• in connection with a merger, acquisition, organizational restructure, financing, sale of business or assets, bankruptcy or insolvency event;
• comply with our legal and regulatory obligations (including reporting and record-retention requirements under Indian laws and regulations);
• enforce or protect our rights and obligations, obtain advice, and exercise or defend claims; and
• for any other purpose for which it was collected or for a related purpose we are permitted to use your personal information for.

We may also use automated tools to improve the efficiency and accuracy of our dealings (and the dealings of our Partner Providers) with you for the purposes outlined above.

5. Disclosure of Personal Information to Third Parties

Where necessary for, or directly connected with, the operation of our business, we may disclose your personal information to third parties, including, but not limited to:

• our professional advisors, dealers and agents;
• your authorized agents or your executor, administrator or legal representative;
• third parties that provide goods and services to you, including Partner Providers;
• third parties that provide administrative and operational services to us, including IT and hosting providers, data storage providers, marketing and social media service providers, payment processors (such as Razorpay, Stripe, or other payment gateways) and debt-recovery providers;
• third parties that provide services to us in connection with our business, including data monitoring, data analysis or data matching, including monitoring trends in customer preference or transactions and the operation and maintenance of the AcchaDoc Platform, and marketing and advertising services;
• Authorities (including regulatory bodies, law enforcement, tax authorities) and other entities where required or authorized by Law or as necessary to assist us to investigate or prevent actual or suspected breaches of Law;
• where a Partner Provider forms the professional opinion that you are at risk of imminent harm and where consistent with their professional and ethical obligations to do so, contact your next of kin or emergency services to request a welfare check or other assistance; and
• other persons disclosed to you at the time the relevant personal information is collected.

In addition, if you (or someone on your behalf) provides a digital copy of your medical certificate or other outcome to a third party, that third party may use a tool on AcchaDoc's website to confirm its validity. AcchaDoc may provide a brief confirmation as to whether we have an outcome on record that matches the information provided.

6. Security of Your Personal Information

We take reasonable steps to protect your personal information that is under our control from misuse, interference and loss, and from unauthorized access, modification or disclosure.

Some of our safeguards include:

• HTTPS encryption for all data transmission;
• Hashed (non-reversible) credential storage;
• Monitoring of errors and logs for security incidents;
• Secure cloud infrastructure with industry-standard security practices;
• TLS-encrypted database connections;
• Role-based access on a need-to-know basis supported by physical, technical and administrative controls; and
• Regular security audits and assessments.

We also destroy or de-identify personal information once it is no longer needed for a valid purpose or required to be kept by law.

In the event of a data breach that affects your personal information, we will notify you and relevant authorities as required under the DPDP Act and the Information Technology Act, 2000.

7. Data Retention

We retain your personal information for as long as necessary to:

• Provide you with the Services you have requested;
• Comply with legal, regulatory, accounting or reporting requirements;
• Maintain medical records as required by applicable healthcare regulations (typically 5-10 years from the date of last consultation);
• Resolve disputes and enforce our agreements; and
• Fulfill the purposes described in this Privacy Policy.

Once the retention period expires, we will securely delete or anonymize your personal information in accordance with applicable laws.

8. Transfer of Personal Information Outside India

Some of our service providers and Affiliates may be located overseas or store or process personal information that we provide to them overseas. Your personal information may be transferred to, stored, or processed in countries including but not limited to:

• United States (for cloud hosting services, payment processing, and analytics);
• European Union member states (for certain service providers); and
• Other countries where our technology service providers operate.

Where we transfer personal information overseas, we take reasonable steps to ensure that:

• The overseas recipient handles your information in accordance with applicable Indian data protection laws;
• We have appropriate contractual protections in place (such as Standard Contractual Clauses);
• The transfer complies with the DPDP Act and other applicable regulations; and
• We obtain your consent where required by law for such transfers.

9. Marketing and Advertising

From time to time, we may use and disclose your personal information to promote and market products and services (provided by us, our Affiliates or selected third parties) that we think may be of interest to you. We will only do so with your consent.

We may also share your information with selected third parties, our Affiliates and third party platforms (such as social media providers and other digital advertisers) so we can derive insights and run targeted advertising and marketing in relation to products, services or other offers (whether provided by us, our Affiliates or selected third parties).

You may withdraw your consent at any time by:

• Using the unsubscribe facility in our communications;
• Contacting our Privacy Officer/Grievance Officer at contact@acchadoc.in; or
• Updating your preferences in your Account settings.

Once we receive an opt-out, we will stop sending marketing communications within a reasonable time (typically 7-10 business days). Our marketing may include telephone calls to any phone number you provide to us between 9am and 9pm (Indian Standard Time) on business days, unless you opt out of such calls.

10. Cookies and Tracking Technologies

We may use cookies and similar tracking technologies on the AcchaDoc Platform. Cookies are small text files stored on your browser to remember your preferences and improve your experience.

Cookies do not, by themselves, tell us your email address or other personally identifiable information. They do, however, recognize you when you return and may allow third parties, such as Google and Facebook, to display our advertisements as part of our retargeting campaigns.

Types of cookies we use:

• Essential cookies: Required for the AcchaDoc Platform to function properly;
• Performance cookies: Help us understand how visitors interact with the AcchaDoc Platform;
• Functionality cookies: Remember your preferences and settings;
• Advertising cookies: Used to deliver relevant advertisements and track ad campaign performance.

If, and when, you choose to provide us with personal information through the AcchaDoc Platform, this information may be linked to the data stored in the cookie.

You can manage your cookie preferences through your browser settings. See the help pages or settings menu in your browser to adjust cookie preferences. Please note that disabling certain cookies may affect the functionality of the AcchaDoc Platform.

11. Your Rights Under Indian Data Protection Laws

Under the Digital Personal Data Protection Act, 2023 and the Information Technology Act, 2000, you have the following rights:

• Right to Access: You have the right to request access to the personal information we hold about you;
• Right to Correction: You have the right to request that we correct any inaccurate or incomplete personal information;
• Right to Erasure: You have the right to request deletion of your personal information, subject to certain legal obligations that may require us to retain it;
• Right to Data Portability: You have the right to request a copy of your personal information in a structured, commonly used format;
• Right to Withdraw Consent: Where processing is based on consent, you have the right to withdraw your consent at any time;
• Right to Nominate: You have the right to nominate another person to exercise your rights in the event of your death or incapacity; and
• Right to Grievance Redressal: You have the right to file a complaint with our Grievance Officer or the Data Protection Board of India (once constituted).

To exercise any of these rights, please contact our Grievance Officer at contact@acchadoc.in.

12. Accessing or Correcting Your Personal Information

If you would like to access your personal information, please contact us using the details below. We may require you to verify your identity and specify the information you require access to. In certain circumstances, we may refuse access in which case we will explain why we cannot comply with your request.

We take reasonable steps to ensure the personal information we hold about you is accurate, up-to-date, complete and relevant. If you believe it should be updated or corrected please contact us using the details below and we will take reasonable steps to correct it where appropriate. In some situations, we may be legally permitted not to correct your personal information. If we cannot correct your information, we will advise you as soon as reasonably possible, explain why, and outline any mechanism available to complain about the refusal.

13. Links to Other Websites

The AcchaDoc Platform may contain links to third party websites. We do not control those websites and are not responsible for the privacy practices of those websites or any personal information you provide while visiting them. Those websites are not governed by this Privacy Policy.

We encourage you to review the privacy policies of any third-party websites you visit.

14. Children's Privacy

The AcchaDoc Platform is not intended for use by children under the age of 18 without parental or guardian consent. We do not knowingly collect personal information from children under 18 without verifiable parental or guardian consent.

If we become aware that we have collected personal information from a child under 18 without parental consent, we will take steps to delete that information as soon as possible.

If you are a parent or guardian and believe we have collected information about your child without your consent, please contact our Grievance Officer immediately.

15. Grievance Redressal and Complaints

If you have questions, concerns or complaints about this Privacy Policy, or how we handle your personal information, please contact our Grievance Officer.

We take privacy complaints seriously. We always endeavor to respond to your questions, concerns or complaints about your personal information within a reasonable period.

If you are not satisfied with how we have handled your complaint, you can refer your complaint to the Data Protection Board of India (once constituted under the DPDP Act) by visiting their website or contacting them through the channels they designate.

16. Changes to This Privacy Policy

We may amend this Privacy Policy from time to time. Where required by law, we will notify you of changes. Any revised Privacy Policy is effective immediately upon posting on our website.

By continuing to use the AcchaDoc Platform after we post changes, you will be deemed to have agreed to the revised Privacy Policy. We encourage you to review this Privacy Policy periodically to stay informed about how we are protecting your personal information.

Material changes to this Privacy Policy will be communicated to you via email or through a prominent notice on the AcchaDoc Platform.

17. Contact Us

If you have any questions about this Privacy Policy or our data practices, please contact us at:

Email: contact@acchadoc.in

Website: https://acchadoc.in

© 2026 Pai Group Inc. (trading as AcchaDoc)

ALL RIGHTS RESERVED.

Privacy Policy last updated March 25, 2026