TRH360 Privacy Policy

• Account and profile information, such as your phone number, name, date of birth, contact details and information you provide about yourself or a patient you manage.
• Doctor and care guide profiles include qualifications, council registration details, approval status, offerings, availability and saved clinical preferences. Lab and pharmacy partner applications include business and owner details, addresses and map coordinates, licence and professional registration details, PAN and supporting documents. Team records include names, phone numbers, roles and invitation status.
• Health information you provide or that participating providers create through the service, including prescriptions, uploaded documents, symptoms, consultations, appointment details, clinical notes, laboratory reports and care history.
• Insurance and eligibility information, including card details, beneficiary details and documents submitted when you use insurance-related services.
• Order, delivery, payment and wallet information, including delivery addresses, items ordered, transaction identifiers, balances and payment status. Payments are processed through payment providers; their payment forms handle payment credentials.
• Payout details you submit, such as a UPI ID or bank account holder name, account number and IFSC, together with earnings, withdrawal and settlement records.
• Field partner records include team membership, duty status, vehicle details where provided, assigned deliveries or sample collections, job history and ratings. Job features use patient contact details, delivery or collection addresses, map coordinates, delivery proof photos and job status events. Location and accuracy are used for pharmacy pickup check-in; the recorded check-in event includes distance and accuracy.
• Consultation audio, video and recordings when you use consultation features. Consultations are recorded for compliance and quality assurance. Access to recordings is restricted to authorised administrators and reviewers for those purposes.
• Technical information needed to operate and secure the service, such as IP addresses, browser and device information, session identifiers, request logs and notification subscriptions when notifications are enabled. When PostHog is configured, usage and diagnostic information includes page views, feature events, errors, app platform and an account identifier for signed-in users.

We use information to verify sign-ins, maintain patient and partner accounts, coordinate care, make records available to authorised care providers, manage bookings and orders, check insurance eligibility, process payments and refunds, send service communications, and respond to support requests. Partner information also supports application and licence review, team access, job assignment, pickup verification, delivery proof, earnings and payouts. Each role receives information relevant to its authorised work: doctors and care guides coordinate consultations and clinical records; labs manage bookings, sample collection and reports; pharmacies review prescriptions and fulfil orders; Field partners complete assigned deliveries or sample collections.

Technical information also supports fraud prevention, troubleshooting, security and the operation of the service. AI-assisted tools may extract information from submitted prescriptions and laboratory reports. Doctors make clinical decisions and issue prescriptions; these tools do not independently diagnose patients or prescribe treatment.

We do not sell patient information, use it for advertising tracking, send promotional SMS messages or use it to train AI models. Sharing necessary information with providers that operate the requested services is separate from selling data or sharing it for advertising.

Camera access supports document capture, delivery proof photos and video consultations. Microphone access supports consultations. Location access supports address selection, job maps and pickup check-in where offered. File selection lets you upload documents. Notifications, where supported, require your permission. You can manage permissions in your browser or device settings; declining a permission can prevent the related feature from working.

TRH360 Field watches location while the app is visible and you have an open delivery or collection job. The location watch stops when the app is hidden or there are no open jobs; it does not implement background location tracking. The current location supports the job map and pickup check-in, not a continuously uploaded location trail.

These six apps do not request access to read your SMS inbox or contacts. Phone verification uses an OTP service, separate from the Insurance Relay application.

We use session cookies and browser storage to keep you signed in and support app operation. Cached resources may remain on your device. You can sign out and clear app or browser data; doing so does not delete server-side health or account records.

Information relevant to your requested services is made available to authorised care guides, doctors, hospitals, laboratories, pharmacies, delivery personnel and operational staff. Insurance-related requests can involve insurers and eligibility systems. Recipients may also have their own privacy and medical-record obligations.

Service providers process information to deliver infrastructure, messaging, maps, payments, consultations and document processing. Integrations include cloud hosting and storage, MSG91 for phone verification, Google Maps, Razorpay for payments, LiveKit for consultations, PostHog for usage analytics and diagnostics when configured, and AI services such as AWS Bedrock and Google Gemini when configured. Only the integrations relevant to a feature receive the information needed for that feature.

Providers may process information outside your country. Information may also be disclosed where required by law or to address fraud, security incidents or threats to safety.

The current Google Gemini integration uses the paid Gemini API. Google's paid-service terms state that prompts and responses are not used to improve its products. This is not zero data retention: Google currently documents retention of prompts, contextual information and outputs for 55 days for abuse monitoring and required legal or regulatory disclosures. Authorised Google personnel may review flagged content. See Google's paid-service terms and abuse-monitoring policy. A future provider or retention change will be reflected in an updated policy; the current service does not claim a Vertex AI or zero-data-retention arrangement.

The deployed service uses HTTPS, authenticated sessions and permission-scoped access to help protect information. Files are stored in AWS S3 in the Mumbai region with default AES-256 server-side encryption at rest. This is not a claim of end-to-end encryption. No internet service or device can guarantee absolute security. Protect your device and do not share sign-in codes.

Account deletion for all six apps is processed manually after identity verification. Account and profile data, saved addresses and other information no longer needed for a lawful purpose are deleted or anonymised. Records required for care, tax compliance, unresolved transactions or legal proceedings are retained separately from active account access. Partner applications, licence and professional verification documents, PAN, payout records, team and job records, and delivery proof are also reviewed for applicable legal and operational retention requirements; this policy does not promise a fixed automatic deletion period for those categories.

Consultation records, prescriptions, reports and associated consent records are retained until you request deletion; the service does not automatically delete them after a fixed period. Deletion requests are reviewed against applicable medical-record, tax and other legal retention requirements. The Telemedicine Practice Guidelines require consultation documentation and prescriptions to be retained for the applicable prescribed period; they do not set a single universal retention period for every teleconsultation. NMC regulation 1.3.1 specifically requires indoor-patient medical records for three years from commencement of treatment.

Raw consultation audio/video recordings have a separate 90-day retention period measured from call creation. A cleanup job runs every 15 minutes to delete eligible recordings once the call has ended. This does not delete clinical documentation. The current recording cleanup has no automatic legal-hold exemption; any required preservation must be arranged separately before expiry.

Insurance-card files are automatically eligible for deletion after 30 days, and staged insurance-card uploads after one day. Application and worker logs have a seven-day retention setting. These periods do not set the retention of clinical records or of data separately retained by service providers.

GST-related invoices and accounting records, where applicable, are kept for 72 months from the due date of the relevant annual return under section 36 of the CGST Act. Proceedings or investigations can require longer retention. We will explain any retained categories and applicable periods when responding to a deletion request.

Sources: Telemedicine Practice Guidelines, section 3.7.2, NMC medical-record requirements, and CGST Act, section 36.

You can review available records and update supported profile fields in the app. To request access, correction, account deletion or deletion of associated personal data, email admin@trh360.com with the subject “TRH360 privacy request”, your app or role and the phone number associated with your account. Do not send OTPs, passwords or unnecessary health documents by email.

For account deletion, use Request account deletion in Patient Profile, Doctor or Care Guide Account, Field Profile, or the Lab or Pharmacy Team page, or visit our public account deletion request page. You can also request deletion of particular data without closing your account.

We may need to verify your identity before handling a request. The response and information that can be deleted depend on applicable law and the records involved. If information must be retained, you can ask for an explanation of the retention requirement. An email request does not automatically delete your account.

The patient app is intended for account holders aged 18 and over. If you provide information about a dependent or another patient, you must have the authority to do so. Their health information is also covered by this policy.

This policy may change as the service or legal requirements change. The latest version and its update date will be available on this page.

For privacy questions or support, contact TRH360 at admin@trh360.com.