Privacy Policy
This policy explains how The Valve Clinic collects and uses personal data through this website, phone, WhatsApp and email. The Valve Clinic is operated by FITHEALTH HOSPITAL LLP , 11th Floor, Diamond Plaza, 1101, Chabildas Road, Dadar West, Mumbai 400028 (“we”, “us”). We are the data fiduciary for the data described here.
1. What we collect
| Source | Data | Why |
|---|---|---|
| Enquiry and call-back forms | Name, mobile number, email (optional), whether you are enquiring for yourself or someone else, contact preference, best time to call, age confirmation (18+), your consent choices | To respond to your request and arrange an appointment |
| Phone and WhatsApp | Your number, name, messages, call date and time; [call recordings, if recorded, with notice at the start of the call] | To respond to you and keep a record of the conversation |
| Your address and what you write | To respond to you | |
| Clinical care (only if you become a patient) | Medical history, reports, test results, treatment records | To provide care. This is handled under medical-records law and our clinical confidentiality obligations, not by our marketing team |
| Website use | IP address, device and browser type, pages visited, cookie identifiers | Security, site function and, only with your consent, analytics. See our Cookie Policy |
2. Legal basis
We process your data on the basis of your consent, which you give when you submit a form or contact us. We may also process data where the law permits without consent, for example to respond to a medical emergency or to meet a legal obligation.
3. How we use it
- To contact you about your request, schedule appointments and send reminders you have asked for.
- If you ticked the optional box, to send occasional health-information updates. You can unsubscribe at any time.
- To keep our services and website secure and to meet legal obligations.
We do not sell your data. We do not share enquiry or health data with advertising platforms such as Meta or Google. We do not use it to build advertising audiences or to target ads to you.
4. Who we share it with
Only with service providers who process data for us under written contract and our instructions: [CRM/enquiry system], [website hosting — server location], [WhatsApp Business service provider], [call-centre provider], [email provider]. Clinical staff and authorised coordinators see enquiry details. Marketing staff see only anonymous counts. We disclose data to authorities only when the law requires it. Some providers may store data outside India; where they do, we use providers bound by contract to protect it, and we follow any transfer restrictions notified by the Government of India.
5. How long we keep it
- Enquiries that don’t lead to an appointment: deleted [12] months after our last contact with you.
- Patient records: kept for the periods required by medical-records rules and other law.
- Website logs: up to one year, or longer where the law requires.
- Marketing consent records: for as long as the consent is active, plus the period needed to show we had it.
6. Security
Access is limited to named staff by role. Data is encrypted in transit (HTTPS). Our providers must meet reasonable security practices. If a breach affects your data, we will inform you and the authorities as the law requires.
7. Your rights
You can ask to: see what data we hold about you; correct or update it; erase it (unless we must keep it by law); withdraw your consent at any time (this doesn’t affect processing already done); nominate someone to exercise your rights if you die or become incapacitated; and raise a grievance. Use Your data rights or write to privacy@thevalveclinic.org. We will verify your identity before acting.
8. Children
Our forms are for people aged 18 or older. For a patient under 18, a parent or legal guardian should contact us by phone. We process children’s data for their care only with a parent’s or guardian’s consent, as the law requires.
9. Grievances
Grievance Officer: FITHEALTH HOSPITAL LLP, grievance@thevalveclinic.org. We acknowledge complaints within 48 hours and aim to resolve them within 15 days. If you are not satisfied, you may complain to the Data Protection Board of India once its complaint process is available to the public. See Grievance redressal.
10. Changes
We will post any change to this policy on this page with a new date. If a change affects how we use data you have already given, we will ask for your consent again where required.