Privacy Policy

Who is responsible for your information

The hospital you booked with decideswhat information is collected and how long it is kept. Under India's Digital Personal Data Protection Act, 2023 the hospital is the Data Fiduciary. Lipi Technologies operates the software on the hospital's instructions as a Data Processor, and does not use patient information for its own purposes.

For anything about your own records — a correction, a copy, or deletion — contact the hospital first. They can act on it immediately. Requests sent to us are passed to them.

What is collected

• Patient details:name, age, gender, village or town, preferred language, and the WhatsApp number the booking came from. One number may hold several people's records — a family booking together.
• Appointment records: doctor, department, date, session, token number, and whether the appointment was kept, moved, or cancelled.
• WhatsApp messages exchanged with the booking service, kept only long enough to run the conversation and check on a complaint, then deleted.
• Staff accounts: name, mobile number, email, and a record of actions taken in the system, so the hospital can see who cancelled or moved an appointment.

No clinical information is collected. There are no diagnoses, no prescriptions, no test results and no case notes in this system, and none are ever sent over WhatsApp. It books appointments; it is not a medical record.

No payment is taken at booking. Consultation fees are paid at the hospital, so no card or bank details pass through this service.

What it is used for

• Making, moving and cancelling your appointment, and giving you a token number.
• Sending you a confirmation, a reminder before your appointment, and a message if the hospital has to cancel or move it — including when your token number changes because someone ahead of you cancelled.
• Letting reception find your booking when you arrive.
• Sending a sign-in code to a staff member's own mobile number.

Your information is not sold, rented, or used for advertising, and you will not receive promotional messages through this service.

Who else sees it

• Staff at your hospital, limited to what their own login allows. A doctor's login sees only that doctor's patients.
• WhatsApp (Meta) carries the messages, in the same way a phone company carries a call. Their handling of message data is governed by their own privacy terms.
• A small number of Lipi Technologies staff, when the hospital asks us to fix something, and only for as long as that takes.
• Nobody else — unless a law or a court requires it, in which case we tell the hospital.

Hospitals are kept separate from one another. One hospital can never see another hospital's patients.

How long it is kept

Appointment and patient records are kept while you remain a patient of that hospital, because your booking history is part of how they run their OPD. Message logs are cleared after about 90 days. When a hospital stops using Lipi Care, its records are returned or deleted on its instruction.

How it is protected

Everything travels over an encrypted connection. Staff sign in with a code sent to their own mobile number, and each login is limited to the specific tasks the hospital has granted it. Actions that affect a patient's appointment are recorded against the person who took them. Access to the underlying records is restricted to the small team that maintains the service.

Your choices

• You never have to use WhatsApp. Ring the hospital or walk in — a walk-in gets a token from the same queue, with no disadvantage.
• To stop receiving messages, reply STOP or block the number. Your existing appointment stands; you simply stop getting reminders.
• To see, correct, or delete your records, ask the hospital, or see Delete my data.

Children

A parent or guardian books on a child's behalf and is responsible for the details they give. The system holds only the name, age, gender and village needed to issue a token.

Changes

If this policy changes, the date at the top changes and the current version is always on this page.

Contact

Sambasiva Group Private Limited, trading as Lipi Technologies
CIN U53200AP2025PTC122731 · GSTIN 37ABSCS1047F1Z4
Registered office: Vuyyuru, Andhra Pradesh, India
director@sambasivagroup.com