Who we are
PlanB is a healthcare platform that helps patients find verified doctors, book appointments and consult by video. For the personal data described here, we act as the data fiduciary under India's Digital Personal Data Protection Act, 2023 ("DPDP Act") and other applicable Indian law.
Information we collect
- Account details: name, mobile number, email address, city, and verification (OTP) records.
- Appointment details: the doctor or clinic you choose, preferred date and time, and the reason for your visit.
- Health information you choose to share: symptoms, medical history, reports and prescriptions, used only to help your doctor provide care.
- Enquiries: details you submit through our website, Facebook or Instagram lead forms, WhatsApp messages or phone calls.
- Communications: messages with our care team by call, WhatsApp, SMS or email. Calls may be recorded for quality and training.
- Device and usage data: IP address, browser, pages visited and cookies (see our Cookie Policy).
- Payments: if you pay online, payments are handled by our payment partners. We do not store your full card details.
How we use your information
- To create your account, book and manage appointments and connect you with doctors.
- To send OTPs, confirmations and reminders by SMS, WhatsApp, email or call.
- To provide support, resolve complaints and improve our services.
- To keep the platform safe, prevent fraud and meet legal obligations.
- To send offers or health updates, only where you have agreed. You can opt out at any time.
Who we share it with
- Doctors and clinics you book with, so they can treat you.
- Service providers that help us run PlanB (SMS and WhatsApp messaging, cloud hosting, video consultation, payments, analytics), under confidentiality obligations.
- Meta platforms when you interact with our ads or WhatsApp, as governed by their own policies.
- Authorities when required by law, court order or to protect rights and safety.
Consent and legal basis
We process your data with your consent, which you give when you register, submit a form or message us, or where the law allows or requires processing. You can withdraw consent at any time by contacting us, though some services may then no longer be available.
How long we keep it
We keep personal data only as long as needed for the purposes above or as required by law. Medical and billing records may need to be kept for legally required periods. When data is no longer needed, we delete or anonymise it.
How we protect it
We use encrypted connections, access controls, role-based staff access and monitoring. No system is completely secure, so please keep your login details and OTPs private and tell us immediately if you suspect misuse.
Your rights
- Access the personal data we hold about you.
- Correct or update inaccurate data.
- Request erasure of your data and account. See how to delete your account.
- Withdraw consent or opt out of marketing messages.
- Raise a grievance and nominate another person to exercise your rights.
Children
PlanB is intended for adults. Consultations for a child must be booked by a parent or legal guardian, whose consent we rely on for the child's data.
Changes to this policy
We may update this policy from time to time. The "Last updated" date at the top shows the latest version, and we will notify you of significant changes.
Contact and grievance officer
For questions, requests or complaints about your data, write to us at support@planbhealthcare.com. We aim to respond within 7 days.