Privacy Policy

LK MEDICAL — PRIVACY POLICY

Last updated: 9 August 2026

1. WHO IS RESPONSIBLE FOR YOUR DATA

L.K Medical Agency (proprietor: Luv Bindal), Shop No. 12, 2/2 Civil Lines, Haridwar Road, Roorkee, District Haridwar, Uttarakhand 247667 is the Data Fiduciary for the personal data processed through the LK Medical app, under India's Digital Personal Data Protection Act, 2023 ("DPDP Act").

2. WHAT WE COLLECT

• Identity and contact: your mobile number (used to log in), name, and optionally email and date of birth.

• Delivery addresses you save, and family-member names you add for ordering on their behalf. By adding a family member you confirm you are authorised to share their details — for a child, that you are the parent or legal guardian.

• Orders and payments: the items you order, order history, invoices, and payment status. Card/UPI details are handled by our payment gateway — we never see or store them.

• Prescriptions: photos of prescriptions you upload so our pharmacist can verify prescription medicines. These may reveal health information; we treat them with extra care.

• Lab bookings and reports: the tests you book, sample-collection details, and the reports the laboratory releases into your app locker.

• Consultation records: your doctor-consultation bookings and any e-prescription the doctor writes for you. Like prescriptions, these are health information and get the same extra care.

• Device and app data: a push-notification token (so we can send order updates) and basic app diagnostics.

We do not collect your precise location in the background. The app uses no advertising cookies or third-party ad trackers, and we do not show targeted advertising.

3. WHY WE USE IT

• To create your account and let you log in securely (OTP).

• To take, verify (pharmacist prescription check), bill and deliver your orders, and to process refunds.

• To send service messages: order status, delivery updates, refill reminders you set, and payment confirmations.

• To respond to support requests and grievances.

• To meet legal obligations of a licensed pharmacy — dispensing records under the Drugs and Cosmetics Rules and invoices under GST law.

We do NOT sell your personal data, and we do not use prescription data for advertising.

4. WHO WE SHARE IT WITH

• Delivery riders — only your name, delivery address, phone number and the order to be delivered.

• Service providers that run parts of the service for us, on our instructions only:

– PayU — online payments and refunds. Receives your name, mobile number, email and the amount. We never see or store your card or UPI details.

– Google / Firebase — the OTP when you sign in with your mobile, "Continue with Google", notifications to the LK Medical app, and the typeface our pages use (so Google sees your device's IP address when a page loads).

– MSG91 — your login OTP by SMS. Receives your mobile number and the code, nothing else.

– Resend, delivered onward through Amazon SES — your order updates, lab-booking confirmations and email login codes.

– Cloudflare R2 — secure storage of prescription photos, your profile picture and any photo you attach to a return. We also keep our own copy of every prescription on our server for as long as pharmacy law requires.

– Sentry — crash reports, tagged with your internal customer number only. It never receives your name, phone, email or address.

– Our hosting providers — the servers and database that run LK Medical, and the private dashboard our own staff use to fulfil your orders.

• Thyrocare — for a home lab test, your sample and the report it produces go to their accredited laboratory.

• Authorities — drug inspectors, tax authorities or law enforcement, when the law requires it.

• Outside services you open from the app — for example WhatsApp or a payment page. Once you are there, that service's own privacy policy applies.

5. HOW LONG WE KEEP IT

• Account and profile data: for as long as your account is active. To close your account, call or message the pharmacy — we confirm it with you, and your personal details are removed within 30 days.

• Dispensing and billing records (including prescription images and invoices for prescription medicines): kept for the retention period Indian drug and tax law requires — typically 2–3 years, longer for some categories. After you delete your account these records are detached from your identity and kept for legal audit only, then permanently deleted when the period ends.

6. HOW WE PROTECT IT

Data is transmitted over encrypted connections (HTTPS) and stored on access-controlled servers. Prescription images are accessible only to staff who need them to verify and dispense your order. No system is perfectly secure, but we follow reasonable security safeguards as required by the DPDP Act.

7. YOUR RIGHTS

Under the DPDP Act 2023 you have the right to:

• Access a summary of the personal data we hold about you and how it is processed.

• Correct or update your data (you can edit your profile and addresses directly in the app).

• Erase your data — use Profile → Settings → Delete account in the app. Legal-retention records are handled as described in Section 5.

• Withdraw consent at any time; we then stop the processing that relied on it (some services, like ordering, may stop working as a result).

• Nominate another person to exercise your rights if you are unable to.

• Grievance redressal — see Section 9.

8. CHILDREN

The app is intended for users aged 18 and above. We do not knowingly create accounts for children; a parent or guardian should place orders for a child's medicines from their own account.

9. GRIEVANCE OFFICER

Grievance Officer: Luv Bindal · Email: care@lkmedical.in · Phone: +91 84391 21334 · L.K Medical Agency, Roorkee, Uttarakhand, India.

We acknowledge grievances within 48 hours and aim to resolve them within 30 days. If you are not satisfied with our response, you may complain to the Data Protection Board of India as provided under the DPDP Act 2023.

10. CHANGES TO THIS POLICY

We may update this policy from time to time. The "Last updated" date above changes when we do, and material changes are notified in the app.