All the information displayed, transmitted, or carried by STAR Hospitals and its subsidiaries including, but not limited to, news articles, opinions, reviews, text, photographs, images, illustrations, profiles, audio clips, video clips, trademarks, service marks and others (collectively the "Content") on this STAR Hospitals’ website is for informational purposes only
Privacy Policy
STAR Hospitals (“we”, “us”, “STAR Hospitals”), is the author and publisher of the internet
source https://www.starhospitals.in/ (“Website”), is committed to respecting the privacy of every person who
shares their information or data with us (“you(r)” or “User(s)”). Your privacy protection is of utmost
importance to us and we strive to take due care and protection of the information we receive from you, the
User. This privacy policy aims at explaining to you how we collect, share, and protect the personal data of
the Users in order to demonstrate our commitment to protecting your privacy and your personal information
(“Privacy Policy”/ “Policy”). Any capitalized word has the meaning attributed to it in the Policy
hereinafter. This Privacy Policy applies to the collection, storage, processing, disclosure, and transfer of
your Personal Information (defined below) as per the below-mentioned laws, particularly when you use our
Services.
In this regard, we adhere to the law applicable to us, inclusive of
- The Information Technology Act, 2000 – Section 43A.
- The Information Technology (Reasonable Security Practices and Procedures and Sensitive
Personal Information) Rules, 2011. (“SPI Rules”)
- The Information Technology (Intermediaries Guidelines) Rules, 2011
By confirming that you are bound by this privacy policy (by the means provided on this website
or app), by using the services, or by otherwise giving us your information, you acknowledge that you
understand this privacy policy and its contents, agree to the practices and policies outlined in this
privacy policy and hereby consent to our collection, use, and sharing of your information as described in
this privacy policy. We reserve the right to change, modify, add, or delete portions of the terms of this
privacy policy at any time. If you do not agree with this privacy policy at any time, please exercise
restraint from using any of our services or sharing any of your information with us. If you use the services
on behalf of someone else (such as your child or a dependant) or an entity, you represent that you are
authorized by, and hereby acknowledge that you accept this privacy policy, on such individual’s or entity’s
behalf.
1. ACCESS
- Basis communication standards/ protocols/ practices on the Internet, we collect your
Personal Information directly from you and/or from third parties and automatically through our Services.
Such Personal Information includes the Internet Protocol (IP) address of your computer (or the proxy
server a User used to access the World Wide Web), your computer/ device operating system and type of web
browser you are using, email patterns, as well as the name of User’s ISP other Personal Information, as
listed in Clause 5 below.
- The linkage between User’s IP address and User’s Personal Information may be available to us
or our partners but is not shared with other third parties. We also may use the geolocation feature and
automatically collect data such as the type of device used, operating system, and device identifier.
This information, however, is not shared and the User can opt out of such services by making changes to
their settings at the device level. You may access your Personal Information shared with us in the
manner given below. You can further choose to share additional Personal Information with us and can
further modify your Personal Information or our usage thereof by writing to us as per Clause 16 or per
Clause 3 below.
2. CONSENT
- By choosing the opt-in option on the Services and thereafter by providing us with your
Personal Information or availing the services of STAR Hospitals or by making use of the facilities
provided by the Website or by registering on our App/ Website, it is agreed by you that you have, freely
consented to the collection, storage, processing, disclosure, and transfer of your Personal Information
in accordance with the provisions of this Privacy Policy and any amendments thereof.
- You acknowledge that you have provided your Personal Information out of your free will and
after understanding how it will be used. You also consent that the collection, storage, processing,
disclosure, and transfer of any Personal Information shall not cause any wrongful loss to you if it is
done in accordance with the provisions of this Privacy Policy.
3. CONTROL OVER YOUR PERSONAL INFORMATION
- You have the right to withdraw your consent for our usage of the Personal Information at any
point once the withdrawal of the consent is intimated to us in writing through an email to [email protected] requesting the same. If you wish to
rectify the Personal Information (or a part thereof) that we may have collected to offer you
personalized services and offers, as per Clause 12 of this Policy, you may write to the Grievance
Officer, as mentioned under Clause 16 of this Policy, citing the reason for such rectification of
Personal Information.
- Once you withdraw your consent to share the Personal Information collected by us, we shall
have the option not to fulfill the purposes for which the said Personal Information was sought and we
may restrict you from using our Services or the Website.
4. CHANGES TO THE PRIVACY POLICY
STAR Hospitals reserves the right to update and modify this Privacy Policy from time to time,
without advance notice, including on account of changes in applicable law. We will, subject to law, however,
endeavor not to adversely impair your rights under this Privacy Policy without your explicit consent and
will do so by displaying such a change through notice and/or by sending an email of the new terms, based on
our discretion or through a notification on the app. We always indicate the date when the last changes were
published and we will offer access to archived versions for your review. If you object to the changes of our
Policy and wish to no longer use our Services you may contact us in accordance with the terms hereof to
deactivate your account. If a User uses our Services after a notice of changes has been sent or published,
such a User hereby provides their consent to the changed terms.
PERSONAL INFORMATION COLLECTED
In order to provide the best services so as to meet your needs, we may ask you to voluntarily
provide us with information that will enable us to personally identify you. You consent, agree, and
acknowledge that the kinds of information we may collect about you may include the following:
- Contact details (number/mobile number and email address),
- Physical, physiological, and mental health conditions, provided by you and/or your health
care professional,
- Personal details, medical records, and history,
- Valid financial information at the time of purchase of product/service and/or online
payment,
- Login ID and password,
- User details as provided at the time of registration or thereafter,
- Records of interaction with our representatives,
- Your usage details such as time, frequency, duration and pattern of use, features used, and
the amount of storage used,
- Master and transaction data and other data stored in your user account,
- Any other information that may be willingly shared by you such as insurance data, reports,
etc. (collectively referred to as "Personal Information").
- Such information we collect may constitute Personal Information as per the SPI Rules and you
give us your express consent to such collection with this Policy. Our Services may be unavailable to
you, or may not be available as intended, in the event such consent is not given. Information that is
however freely available to the public domain under the Right to information act or other such act will
not be regarded as Personal Information or sensitive as per the SPI Rules.
5. HOW WE COLLECT PERSONAL INFORMATION
The methods by which we collect your Personal Information include but are not limited to the
following:
- When you fill out the patient registration form,
- When you provide details to a STAR Hospitals health care professional or STAR Hospitals
representative,
- When you register on our Website or App with information as may be necessary
- When you provide your Personal Information to us during the course of receiving services,
- When you use the features of our Services,
- When you provide access to any other website,
- By the use of cookies (more fully detailed in Clause 9 of this Privacy Policy).
- Information from a casual visitor who is just perusing the Website shall not be used or
collected. However, this Privacy Policy is to be understood by such casual visitors as well before using
our Services, failing which they are required to leave the Website or App immediately. Any visitor who
has voluntarily submitted their information to the Website or App shall come within the definition of
User as set out above. Casual visitors who have accepted this Privacy Policy but do not agree with them
anymore can exit the App or Website to clear temporary cookies and can ensure the same by clearing them
on the website. STAR Hospitals does not guarantee the behavior of the Services for such visitors of the
Website/ users of the App.
6. USE OF PERSONAL INFORMATION
All the Personal Information that you voluntarily provide us including sensitive Personal
Information as per the SPI Rules, may be used by or processed by STAR Hospitals or its partners for various
purposes including but not limited to the following:
- To provide effective services by sharing Personal Information with third-party contractors
working on behalf of STAR Hospitals. Such third parties generally do not have the right to share
information and the same is subject to their privacy policy(cies) and STAR Hospitals takes no
responsibility for the same;
- To operate and improve our Services;
- To perform studies, research, and analysis for improving our information, analysis,
services, and technologies; and ensuring that the content displayed is customized and relevant to your
interests and preferences;
- To contact you via phone, SMS, WhatsApp, or email for appointments, technical issues,
payment reminders, deals and offers, and other announcements;
- To send promotional mailings from us or any of our channel partners via SMS, WhatsApp,
email, or other media/ channels of communication;
- To advertise products and services of STAR Hospitals and third parties;
- To transfer information about you if we are acquired by or merged with another company, or
undertake a reorganization of our assets with any third party to whom we agree to sell our assets: such
entities shall have the right to continue to use the personal and other information that you provide to
us;
- To share with our business partners and third-party contractors the provision of specific
services you have obtained so as to enable them to provide effective services to you;
- To administer or otherwise carry out our obligations in relation to any agreement you have
with us;
- To build your profile on the Website/ App and publish any such information on the
Website/App;
- To respond to subpoenas, court orders, or legal processes, or to establish or exercise our
legal rights or defend against legal claims; and
- To investigate, prevent, or take action regarding illegal activities, suspected fraud,
violations of our terms of use, breach of our agreement with you, or as otherwise required by any law,
rule, regulation, law enforcement agency, governmental official, legal authority or similar requirements
or when STAR Hospitals, in its discretion, deems it necessary in order to protect its rights or the
rights of others, to prevent harm to persons or property, to fight fraud and credit risk;
- To aggregate Personal Information for research, statistical analysis, and business
intelligence purposes, and to sell or otherwise transfer such research, statistical, or intelligence
data in an aggregated or non-personally identifiable form to third parties and affiliates. In
particular, we and our partners or affiliates reserve with us the right to use anonymized user
demographics collected as per Clauses 5 and 6 for analyzing software usage patterns to improve the
design and for research purposes and to use such analysis in commercial product offerings with third
parties (collectively, “Purposes”).
- You hereby consent to such use of such information by STAR Hospitals in providing any of the
above-mentioned services and usage.
7. SHARING AND TRANSFERRING OF PERSONAL INFORMATION
- Once you have freely consented to share your Personal Information with us, you authorize us
to exchange, transfer, share, or part with all or any of your Personal Information, across borders and
from your country to any other countries across the world with the cloud service provider and our
affiliates/agents/third party service providers/partners/banks and financial institutions or any other
persons, for the Purposes and objectives/ uses specified under this Policy or as may be required by
applicable law.
8 .COOKIES
- We may store temporary or permanent ‘cookies’ on your computer/ device for the technical
administration of our Services. You can erase or choose to block these cookies from your computer/
device or configure your computer's/ device’s browser to alert you when we attempt to send you a cookie
with an option to accept or refuse the cookies. If you have turned cookies off, you may be prevented
from using certain features of the Website and/or App. STAR Hospitals may allow authorized third parties
to place unique cookies on your browser that do not store the Personal Information of the User.
- We do not exercise control over the sites that may be displayed as search results or links
from within the Website and App. These other sites may place their own cookies or other files on the
Users’ computer/ device, collect data or solicit personal information from the Users, for which STAR
Hospitals is not responsible. The inclusion or exclusion does not imply any endorsement by STAR
Hospitals of the said website, the website's provider, or the information on the website. If you decide
to visit a third-party website linked to the Website, you do this entirely at your own risk. STAR
Hospitals encourages you to read the privacy policies of all external sites.
9. CONFIDENTIALITY AND SECURITY
- The security of your Personal Information is important to us and is therefore maintained in
electronic form and may be converted from time to time. We have adopted reasonable security practices
and procedures to protect the information you share with us, including technical, operational,
managerial, and physical security control measures.
- We also provide access to your Personal Information to our affiliates’ employees, agents,
third-party service providers, partners, and agencies on a role-based and need-to-know basis in relation
to the Purposes specified above in this Policy.
- No administrator at STAR Hospitals will have knowledge of your password as it is protected
and encrypted to ensure that the Personal Information collected by us is secure. Therefore, you shall be
liable to indemnify STAR Hospitals and its employees against any loss suffered by STAR Hospitals due to
the unauthorized use of your account and password.
- Our websites include social media features/ links, such as Facebook, Instagram, YouTube,
Twitter, etc. that may collect your IP address and may set cookie(s) to enable proper functioning. Your
interactions with these features are governed by their privacy statement and STAR Hospitals cannot be
held liable for any breach arising from the same.
- STAR Hospitals is not responsible for the confidentiality, security, or distribution of your
Personal Information beyond the scope of our agreement with third parties. STAR Hospitals shall not be
responsible for any breach of actions beyond its control, including government acts, computer crashes,
breaches of security, etc.
10. HOW WE PROTECT PERSONAL INFORMATION TRANSMISSION
- STAR Hospitals may require the User to pay using online payment mechanisms for chargeable
services. STAR Hospitals will only use the related information for the billing processes while the
authentication process is to be completed by the User themselves. User information in this regard is
transacted upon secure sites that are under encryption, ensuring the highest standard of care as per
current technology. User is advised, however, that internet technology is not fool-proof and User should
exercise discretion on using the same.
- We maintain administrative, technical, and physical safeguards, consistent with legal
requirements where the personal information was obtained, designed to protect against unlawful or
unauthorized destruction, loss, alteration, use, or disclosure of, or access to, the personal
information provided to us through the channels.
- Do-not-track requests - There is no standard for how online service should respond to “Do
not track” signals or other mechanisms that may allow you to opt out of the collection of information
across networks of websites and online services. Therefore, we may not be able to guarantee the
effectiveness of “Do not track” or similar signals/ instructions owing to reasons beyond our control (as
aforesaid). As standards develop, we will revisit this issue and update this notice, as permitted.
11. RECTIFICATION / CORRECTION OF PERSONAL INFORMATION
- You are responsible to maintain the accuracy of the information you share with us. If you
need to update or correct your Personal Information, you may send updates and corrections to us at [email protected] , we will take all reasonable efforts to
incorporate the changes within a reasonable period. If you provide any information that is untrue,
inaccurate, out of date, or incomplete (or becomes untrue, inaccurate, out of date, or incomplete), or
STAR Hospitals has reasonable grounds to suspect that the information provided by you is out of date or
incomplete, untrue, inaccurate and/or is being provided or accessed for fraudulent/ unlawful/improper
purposes and/or without good faith, STAR Hospitals may, at its sole discretion, discontinue the
provision of the services to you and/or may further restrict your access to the Website and/or the App.
12. COMPLIANCE WITH LAWS
- You are not allowed to use the services of the Website if any of the terms of this Privacy
Policy are not in accordance with the applicable laws of your country and STAR Hospitals takes no
responsibility for losses that may arise from such wrongful usage.
13. TERM OF STORAGE OF PERSONAL INFORMATION
- If you wish to cancel your account, you may do so as per Clause 3. STAR Hospitals shall
retain and store your Personal Information at least for the lesser of either a period of three years
from the last date of use of the Services or such period as may be required and permitted by law. After
such a time, your data may be anonymized and aggregated as long as necessary for us to provide our
Services effectively solely for analytic purposes.
14. CHILDREN AND MINORS PRIVACY
- STAR Hospitals strongly encourages parents and guardians to supervise the online activities
of their minor children and consider using parental control tools available from online services and
software manufacturers to help provide a child-friendly online environment. These tools also can prevent
minors from disclosing their name, address, and other personally identifiable information online without
parental permission. Although the STAR Hospitals Services are not intended for use by minors, STAR
Hospitals respects the privacy of minors who may inadvertently access our Services.
15. GRIEVANCE OFFICER
We have appointed a grievance officer to address any concerns or grievances that you may have
regarding the processing of your Personal Information or of any other nature. If you have any such
grievances, please write to our grievance officer at
[email protected] and the officer will reasonably attempt to
resolve your issues regarding such usage in a timely manner. If you have further issues you may communicate
such a grievance to –
The Grievance Officer,
UNIMED HEALTH CARE PRIVATE LIMITED
8-2-596/5, ROAD NO 10, BANJARAHILLS, Hyderabad, Telangana,
500034
Such comments or grievances that are sent to us using email or secure messaging and that
pertain to the provision of medical services by us will be shared with our employees and healthcare
professionals who are most able to address the comment or question. We will archive such messages once we
have made efforts to provide you with a complete and satisfactory response.
Our Refund Policy
Refund and Cancellation Policy for video Consultation payments
This policy is approved by the management of STAR Hospitals and is applicable to all units of
STAR Hospitals and its affiliates. This policy is subject to revisions based on the decisions of the
management.
Amount once paid through the payment gateway shall not be refunded other than in the following
circumstances:
Multiple times debiting of Customer’s Bank Account due to technical error OR Customer's account
being debited with excess amount in a single transaction due to technical error.
In case the customer has paid the full amount and due to the non-availability of the doctor the
consultation cannot be provided. The customer can opt for using the amount as a deposit for any future
consultations at STAR Hospitals.
If the services have not been availed and the customer does not intend to keep it as a deposit
with STAR Hospitals. The customer can send an email to
[email protected] in the detailed format shared in Annexure
1 below.
The refund request will be processed manually after due verification. If the claim is found
valid the eligible amount will be refunded by STAR Hospitals through electronic mode within the next Seven
(7) working days from the date of receiving the email request in the format shared in Annexure 1 below.
It may take 3 to 21 working days for the payment to reflect in your bank account depending on
your bank's policy.
The company assumes no responsibility and shall incur no liability if it is unable to effect
any Payment Instruction(s) on the Payment Date owing to any one or more of the following circumstances:
If the payment instructions(s) issued by you is/are incomplete, inaccurate, and invalid.
If the receiving bank refuses or delays in honoring the Payment instruction(s).
Circumstances beyond the control of the Company (including, but not limited to, fire, flood,
natural disasters, bank strikes, power failure, and systems failures like computer or telephone lines
breakdown due to an unforeseeable cause or interference from an outside force)
In case the payment is not effected for any reason, you will be intimated about the failed
payment by e-mail.
User agrees that Company, in its sole discretion, for any or no reason, and without penalty,
may suspend or terminate his/her account (or any part thereof) or use of the services and remove and discard
all or any part of his/her account, user profile, or his/her recipient profile, at any time. Company may
also in its sole discretion and at any time discontinue providing access to the Services, or any part
thereof, with or without notice. User agrees that any termination of his/her access to the Service or any
account he/she may have or portion thereof may be effected without prior notice, and also agree that the
company will not be liable to the user or any third party for any such termination. Any suspected,
fraudulent, abusive, or illegal activity may be referred to appropriate law enforcement authorities. These
remedies are in addition to any other remedies the company may have at law or in equity. Upon termination
for any reason, the user agrees to stop using the services immediately.
Company may elect to resolve any dispute, controversy, or claim arising out of or relating to
this Agreement or Service provided in connection with this Agreement by binding arbitration in accordance
with the provisions of the Indian Arbitration & Conciliation Act 1996, Any such dispute, controversy or
claim shall be arbitrated on an individual basis and shall not be consolidated in any arbitration with any
claim or controversy of any other party.
Governing Law & Jurisdiction: Subject to the foregoing, it is hereby expressly agreed and
declared that the court of competent jurisdiction in Hyderabad alone shall have jurisdiction with respect to
matters pertaining hereto.
Annexure 1
In case of a refund, the Customer should email to
[email protected] with the following details. Do send the
refund details from the registered email ID or the ID used for raising the Video Consultation Request.
Patient Name: Mentioned while booking the Video Consult request
Ph No: Mentioned while booking the Video Consult request
Email ID: Mentioned while booking the Video Consult request
City: Mentioned while booking the Video Consult request
Unit (Hospital Location) To which the Request was raised
Payment Transaction ID: The date on which the request was raised
Transaction Date: The date on which the request was raised
Account No:
Account Holder Name:
IFSC Code:
