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MerakiCare

Privacy Policy

Last updated: 29 July 2026. This policy applies to EnduringCare Medical Services Pvt. Ltd. (“MerakiCare”) and this website (https://merakicare.in).

MerakiCare provides coordinated home healthcare in Hyderabad and Secunderabad. This policy explains what personal information we collect through this website and through your interactions with our care team, how we use it, whom we share it with, how long we retain it, and the choices you have. Please read it together with our Terms & Conditions.

1. Who we are

The entity responsible for your information (the “data fiduciary”) is EnduringCare Medical Services Pvt. Ltd., operating as MerakiCare, with a registered office at 2nd Floor, PBN Square, Road No. 36, Jubilee Hills, Hyderabad, Telangana 500033, India. You can reach us at info@merakicare.in or +914049170004.

2. Information we collect

We collect information you provide directly and information generated automatically:

Directly from you

  • Callback / contact forms: your name, phone number, email (if you choose to verify), city, the service you are enquiring about, and any message you type.
  • Account & care-plan journeys: your login identifier (phone or email), authentication codes, saved plan selections and the family member details you choose to store.
  • Care coordination: patient identity, date of birth, gender, address, known conditions, current medications, allergies, emergency contact and clinical observations captured during visits. Where a family member acts as caregiver, we also collect their contact details and stated relationship to the patient.
  • Payments: transaction identifiers, UPI reference / UTR, invoice amount and status. We do not store card numbers, CVVs or bank passwords on this website.
  • Verification tokens: one-time codes used to prove ownership of your phone or email. These are short-lived and are not used for any other purpose.

Automatically

  • Device / network data: IP address, user-agent, approximate location (from IP), and the pages you visit.
  • Cookies: essential cookies required for signed-in sessions and CSRF protection. If you set NEXT_PUBLIC_GA4_ID or NEXT_PUBLIC_GTM_ID in our build, we use Google Analytics 4 with IP anonymisation on. We do not currently deploy any other third-party analytics or ad trackers.

3. Sensitive personal data / health data

Care-related and health information is treated as sensitive personal data. We collect only what is necessary to plan and deliver care, we restrict access within our team on a need-to-know basis, and we do not sell it, rent it or use it for advertising.

4. Why we use your information

  • To respond to your enquiry and schedule a callback with a Care Manager.
  • To create and manage your MerakiCare account and care plans.
  • To deliver, document and coordinate the care you have engaged us for.
  • To communicate with you and family members you authorise (WhatsApp, SMS, email, phone).
  • To invoice you and reconcile payments.
  • To meet legal, tax and clinical-record obligations.
  • To improve our service quality (using de-identified information where possible).

5. Consent and lawful basis

When you submit a callback or contact form, tap a WhatsApp button or create an account, you consent to us using the details you have provided to respond and coordinate care. Where the law offers other bases (contract, legitimate interest, legal obligation), we may rely on them for specific purposes such as billing, record-keeping and safety.

You can withdraw consent for future processing at any time by emailing info@merakicare.in. Withdrawal will not affect the lawfulness of processing carried out before withdrawal, and some information may still need to be retained under paragraph 9.

6. Who we share it with

  • Our clinicians and Care Managers: physicians, physiotherapists, nurses, geriatric attendants and coordinators directly involved in your care.
  • Diagnostic laboratories, pharmacies and equipment vendors: to fulfil tests, dispense medication and set up equipment you have requested. Where a third-party provider is involved, we tell you at the point of booking.
  • Family members you have authorised: those you name as caregivers or emergency contacts.
  • Payment processors: current UPI / bank collection is handled by named financial institutions. Payment credentials are provided directly to those processors and not stored on our website.
  • Service providers: cloud hosting, SMS / WhatsApp messaging platforms, transactional email, error monitoring and similar operational vendors, under confidentiality agreements.
  • Regulators or courts: where the law compels disclosure or to protect life, health or safety.

We do not sell your personal information.

7. Cross-border processing

Our primary hosting is in India. If any operational vendor processes data outside India (for example, transactional email or error monitoring), we rely on their published safeguards and contractual terms.

8. Security

  • Transport encryption (HTTPS) across the site.
  • Signed session cookies, CSRF tokens and rate-limited login.
  • Role-based access to care records inside our operations portal.
  • Segregated payment flows so this website never sees card credentials.
  • Audit logs of clinically-relevant actions.

No system is perfectly secure. If we discover a breach that materially affects you, we will notify you promptly and take remedial steps.

9. Retention

We retain personal information for as long as necessary to deliver our services and to meet legal and clinical obligations. Indicative periods:

  • Enquiry / lead information: up to 24 months from last contact.
  • Care records: as required by applicable clinical record-keeping rules.
  • Financial records: 7 years, per Indian tax rules.
  • Website logs: up to 12 months.

Actual retention may vary where the law requires longer or shorter periods.

10. Your rights

  • Access — request a copy of the information we hold about you.
  • Correction — ask us to correct information that is wrong or out of date.
  • Deletion — ask us to delete information we no longer need to keep.
  • Withdraw consent — for processing that relied on consent.
  • Object / restrict — object to specific uses or request restriction.
  • Nominate a representative — nominate a family member or attorney to exercise these rights on your behalf if you are incapacitated.

To exercise any of these, email info@merakicare.in with the words “Privacy request” in the subject. We will verify your identity before acting.

11. Children and dependent adults

Our services are directed at adults and their authorised representatives. Where a patient is a dependent adult or otherwise unable to consent on their own, we rely on a designated family member or authorised representative to consent, and we handle safeguarding concerns per our internal policy.

12. Cookies and analytics

This website uses cookies strictly necessary for functionality (signed sessions, CSRF, form state). Analytics is opt-in via build configuration — Google Analytics 4 (with IP anonymisation) or Google Tag Manager can be enabled by the site owner and we disclose it here if it is. We do not currently use any advertising or retargeting cookies.

13. Third-party links

Our website may link to third-party sites such as diagnostic partner pages, social media accounts, or your bank's UPI page. Their privacy practices are their own. We recommend reviewing their policies before you interact with them.

14. Complaints and grievance officer

If you have a concern about how we handle your information, please email info@merakicare.in with “Privacy complaint” in the subject. We aim to acknowledge within 48 hours and resolve within 30 days.

15. Emergencies — important

MerakiCare is not an emergency service. If you or a family member is having a medical emergency, please call 112 (India's single emergency number) or 108 (Telangana ambulance), or go to your nearest emergency department.

16. Changes to this policy

We may update this policy from time to time. Material changes will be posted here with a new “Last updated” date. Where the change requires it, we will ask for fresh consent before continuing to process your information for the new purpose.

For any question about this policy or your information, please write to info@merakicare.in.