Harbourline Heart & Bone Centre - Privacy Policy

We collect only what is needed to book, manage and bill your appointments:

• Your name and phone number (WhatsApp number)
• If you give them to the front desk: your gender and date of birth (both optional)
• Your preferred language for messages (English or Tamil)
• Your appointment details: doctor, services booked, date, time and status
• Bills, receipts and payments: the charges for each service, any discount and its reason, the amounts paid, how they were paid (cash, UPI, card or online) and the payment reference, and any refund
• A record of whether you agreed to promotional messages, and when and how you were asked, and of when you were shown this notice

We do not collect or store medical records, diagnoses, or treatment history.

• To create, confirm, reschedule, and cancel your appointments
• To send you booking confirmations and reminders
• To issue bills, receipts and refund notes, and send them to you on WhatsApp
• To take payments and process refunds
• To help the Hospital's front desk manage its schedule
• To send promotional messages only if you have agreed to receive them; your date of birth, if recorded, is used to keep anyone under 18 out of them

Under the DPDP Act, the Hospital is the Data Fiduciary - it decides how your information is used - and Fordawn is the Data Processor, handling it only on the Hospital's instructions. You provide your consent when you book or message us to manage an appointment, for the purposes described in this policy. You can withdraw that consent or exercise your other rights at any time (see Your rights below).

Appointment booking is offered over the WhatsApp Business Platform (Meta). Messages are used solely to process your request. We do not keep your WhatsApp conversation history as a record; any in-progress booking conversation is automatically deleted after 90 days, and only the resulting appointment details are retained.

Reply STOP at any time to stop promotional messages. Appointment confirmations and reminders continue, because they are part of the service you booked. Your use of WhatsApp is also subject to WhatsApp's Privacy Policy.

All appointment and contact information belongs to the Hospital. We do not sell your information or share it for advertising. We share it only with the Hospital you are booking with, and with service providers strictly necessary to deliver the service: secure cloud hosting, Meta (WhatsApp) to deliver messages, and Razorpay for online payments and refunds.

Online payments and their refunds are processed by Razorpay. Fordawn does not store your card or banking details; we keep the payment reference Razorpay gives us so the payment and any refund can be traced. Payments made at the reception are recorded with how they were paid.

Information is stored in a secured, access-controlled database and retained only as long as needed for the Hospital's operations and legal obligations. Access is limited to authorised personnel. In-progress WhatsApp booking conversations are deleted automatically after 90 days.

If the patient is a child, a parent or legal guardian must provide consent on their behalf, as required by the DPDP Act. Where a child is booked, the Hospital obtains this consent from the accompanying parent or guardian.

If you book for someone else - for example your child or a family member - using your phone number, messages, bills and receipts about their appointment are sent to that number. Please only book for someone who has agreed to it, or whom you are responsible for.

Each person booked on a shared number keeps their own patient record. Choices made from that number - replying STOP, the language you choose, and whether you agree to promotional messages - apply to everyone booked on it, because they all reach the same phone.

Under the DPDP Act you have the right to:

• access a summary of the personal data we hold about you;
• request its correction, completion, updating, or erasure;
• withdraw your consent at any time;
• nominate another person to exercise your rights on your behalf; and
• a grievance redressal mechanism.

To exercise any of these, contact the Hospital's front desk or email us at the address below. We aim to respond within 30 days. Where the Hospital must keep an appointment record, erasure removes the details that identify you while the de-identified record is retained.

Harbourline Heart & Bone Centre
Phone: +91 00000 20020

For a grievance, contact the Hospital's front desk or the email above and we will route it to the Hospital as Data Fiduciary.