Privacy policy

Each lab decides what it records about its patients and what it sends them. For that information the lab is the Data Fiduciary under India’s Digital Personal Data Protection Act, 2023, and we process it on the lab’s behalf and on its instructions.

Diagnostic Services is responsible for the information about labs, their staff and their referral partners that we need to provide the service, and for the details people give us when they ask for a demo.

• Lab staff: name, email address, phone number, and the details a lab adds to a staff profile, such as address, date of birth, gender, medical council registration number, qualifications, signature image and photo.
• Patients, as a lab enters them: name, age, gender, phone number, email address, address, referring doctor, test orders, samples, results, reports, payments, and images of prescriptions or request forms. An ABHA number is kept only if the lab types it in; CellAIQ does not connect to ABDM.
• Referring doctors and partner labs, clinics and hospitals: names, phone numbers, email addresses and the commercial terms the lab agrees with them.
• Mobile app and partner portal users: phone number, name, the kind of device signed in, and a notification token so the app can be told about new work.
• Home-collection staff: while a collector is clocked in, the app records the phone’s location about every 30 seconds, including when the screen is locked, so the lab can dispatch and follow collections. It stops at clock-out, or after the lab’s maximum shift length (12 hours unless the lab changes it).
• The camera in the mobile app is used to scan sample barcodes. Barcode photos are not stored.
• A record of activity: who signed in, from which IP address, and what each person changed. Labs use it to show who did what to a report.
• Demo requests: lab name, your name, email address, phone number, patients per day and current software.

To provide the service a lab signed up for: running its work, producing and delivering its reports and invoices, sending the messages the lab chose to send, billing the lab for its plan, keeping accounts secure, and answering the lab when it asks for help.

We don’t sell this information, and we don’t use patient information for advertising.

If a lab uses AI assist, a prescription or request form the lab uploads is sent to Google’s Gemini model to read the tests written on it. The image can show the patient’s name, age, sex, phone number and doctor. Images that never become an order are deleted after 7 days.

To write a plain-language explanation of a report, Gemini receives only the results, test names, the patient’s age band and sex: no name, phone number, lab or doctor.

AI assist only suggests; lab staff check everything before it is used.

We use these companies to run CellAIQ. Each gets only what its job needs.

• DigitalOcean (hosting): our servers and database are in Bengaluru, India. Files — report PDFs, prescription and request-form images, signatures, photos and invoices — and our backups are stored in DigitalOcean’s San Francisco region, in the United States.
• Razorpay (payments): the billing contact a lab gives for its plan. Card and bank details are entered in Razorpay’s own checkout; we never see them.
• Meta (WhatsApp Business Platform): the messages labs send on WhatsApp, as described below.
• MSG91 (email): email addresses and the emails CellAIQ sends, such as report links and billing notices.
• Twilio (SMS): phone numbers and the text messages labs send, such as report links and sign-in codes.
• Google (Gemini, for AI assist, and Firebase Cloud Messaging, for mobile app notifications). Notifications never carry patient names or amounts.
• OpenFreeMap and OpenStreetMap (maps): map images are loaded from them, so they see your IP address. No patient information is sent.

Some of these providers process information outside India. We send information abroad only for the purposes in this policy, and only to providers that are bound to protect it.

WhatsApp messages are delivered through the WhatsApp Business Platform, which Meta operates. Meta processes the messages and their delivery status to deliver them, under its own terms and privacy policy.

What a WhatsApp message carries: the patient’s phone number, a template approved by Meta filled in with details such as the patient’s name, the lab’s name and a link to the report or invoice, any report or invoice PDF sent with it, and the delivery status Meta reports back — sent, delivered, read or failed. Replies patients send to a lab’s number, such as STOP, are kept with the lab’s messages.

Messages go either from the lab’s own WhatsApp number, once the lab connects one, or from the CellAIQ number on the lab’s behalf. When a lab connects its number, its staff sign in with Facebook in a window run by Meta. We don’t receive their Facebook password, profile, friends or posts; we keep only the ids of the WhatsApp Business account, phone number and Meta business, the number’s display name and quality rating, and an access token so CellAIQ can send from that number.

When a lab has set it up, a report or invoice that can’t be delivered on WhatsApp may be sent by SMS instead.

CellAIQ uses only the storage it needs to work. There are no advertising or analytics cookies, and no tracking across other websites.

• A sign-in cookie and sign-in tokens keep you signed in, and a cookie remembers whether the sidebar is open.
• The lab app keeps a copy of recent work in the browser so the lab can keep working offline. It stays on that device until the browser’s site data is cleared, so labs should keep their computers locked and signed out when shared.
• The mobile app keeps its copy of recent work encrypted on the phone.

A lab’s records are kept for as long as the lab uses CellAIQ. Labs are often required by law to keep medical records for years, so deleting a patient, order or user in CellAIQ hides it from everyday screens rather than erasing it.

• Collector locations: as long as the lab chooses, from 1 to 90 days (30 unless it changes it).
• Uploaded prescription images that never became an order: 7 days.
• Backups: 30 days, after which they are replaced.
• A patient’s STOP reply: kept, so that they are not messaged again.
• A WhatsApp access token: deleted as soon as the lab disconnects its number in CellAIQ, or removes CellAIQ in its Meta Business settings.

When a lab stops using CellAIQ, it can ask us to delete its records. We confirm what will be deleted, and what the law requires the lab to keep, before we delete anything. See deleting your data.

• Everything travels over encrypted connections (HTTPS).
• Each lab’s records are kept in a separate part of the database from every other lab’s.
• Staff see only what their role allows, and the lab decides who can sign in.
• Patients’ phone numbers are shown masked in message logs.
• WhatsApp access tokens are stored encrypted, and are never shown in the app or written to logs.
• Our team accesses a lab’s records only to run, support and fix the service.

No system is perfectly secure. If a breach affects your information, we will tell the lab, and you where the law requires it, without undue delay.

Under the Digital Personal Data Protection Act, 2023, you can ask for a summary of the information held about you, ask for it to be corrected, completed or erased, withdraw consent you gave, and nominate someone to act for you.

Patients: the lab that did your tests holds your records, so start with that lab; we help it respond. To stop WhatsApp messages from a lab, reply STOP to one of its messages or tell the lab.

Labs, staff, partners and anyone who asked us for a demo: write to support@diagnosticinfotech.com.

If you are unhappy with how your information has been handled, write to our grievance officer, Nikunj Patel, at nikunj@diagnosticinfotech.com, or by post to Diagnostic Services, 65 Harish Nagar Road, Surat, Gujarat 395009, India. We reply to every grievance and aim to resolve it within 30 days. If you are still not satisfied, you can complain to the Data Protection Board of India.

When this policy changes, we update it here and change the date at the top. If a change matters to how a lab’s information is used, we tell the lab before it takes effect.