Privacy Policy

1. Who we are and what this covers

Eldrly Home Care Private Limited ("Eldrly", "we", "us") operates eldrly.in and the Eldrly platform, which connects families in India with verified doctors, nurses and caregivers, and rents medical equipment for use at home.

This Privacy Policy explains what personal data we collect, why we collect it, who we share it with, how long we keep it, and the rights you have. It is issued under the Digital Personal Data Protection Act, 2023 ("DPDP Act"), the Information Technology Act, 2000 and the Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011 ("SPDI Rules").

By using the platform you confirm you have read this policy. Where the law requires your consent, we ask for it separately and you may withdraw it at any time.

2. Data we collect

We collect only what we need to deliver care safely. This falls into four groups.

• Identity and contact data — your name, mobile number, email address, and the service address including building details, pincode, city and state.
• Location data — approximate coordinates, only when you choose to share your location to check service availability. You can decline; the platform still works.
• Health-related data — any patient condition, care requirement or clinical note you provide when booking, and information our care professionals record while delivering care. Under the SPDI Rules this is sensitive personal data and receives stricter handling.
• Care-partner data — for applicants joining as doctors, nurses or elder-care workers: Aadhaar number, PAN, professional registration number, age, sex, and uploaded identity, degree and registration documents.
• Transaction data — bookings, orders, amounts, and payment status. We do not store your card number, UPI PIN, CVV or bank credentials at any point.

3. Why we process your data

We process personal data for the purposes below, and no other purpose without asking you first.

• To create and secure your account, and verify your mobile number by OTP.
• To arrange, schedule and deliver the care or equipment you have booked, including assigning a suitable care professional.
• To process payments through our payment gateway and issue invoices.
• To verify the credentials and background of care professionals before they are approved — a safety measure we consider non-negotiable.
• To respond to your requests, complaints and grievances.
• To meet legal, tax and regulatory obligations, and to establish or defend legal claims.

4. Sensitive personal data and health information

Health information is treated as sensitive personal data. We collect it only where it is necessary to deliver care safely, we share it only with the care professional assigned to you and our internal care team, and we do not use it for advertising or profiling of any kind.

We do not sell personal data. We do not sell, rent or trade health information under any circumstance.

5. Who we share data with

We share personal data only with the following categories of recipient, and only as far as each needs it.

• The care professional assigned to your booking — your name, contact number, service address and relevant care requirements.
• Razorpay Software Private Limited, our payment gateway, which processes payment instruments under its own privacy policy and RBI authorisation.
• Google Firebase, which delivers the OTP used to verify your mobile number.
• Our hosting provider, which stores the platform and its database on servers located in India.
• Government authorities, courts or law-enforcement agencies where we are legally required to disclose.

6. Data storage, retention and security

Your data is stored on servers located in India. Access is restricted to authorised personnel, administrative accounts are individually credentialed, passwords are stored using industry-standard hashing, and identity documents uploaded by care professionals are kept outside the public web root and served only to authenticated administrators.

We retain account and booking records for as long as your account is active, and thereafter for the period required by applicable tax and limitation laws. Care-professional verification documents are retained while the professional is engaged with Eldrly and for a reasonable period afterwards for audit purposes.

No system is perfectly secure. If a personal data breach occurs, we will notify the Data Protection Board of India and affected users as required by the DPDP Act.

7. Your rights

Under the DPDP Act you have the following rights, which you may exercise by writing to us.

• The right to access a summary of the personal data we hold about you and how it is processed.
• The right to correction of inaccurate data, and completion or updating of incomplete data.
• The right to erasure of personal data where it is no longer needed for the purpose it was collected.
• The right to withdraw consent at any time, without affecting processing already carried out.
• The right to nominate another individual to exercise your rights in the event of death or incapacity.
• The right to grievance redressal, described in the final section.

8. Children

The platform is intended for adults. We do not knowingly create accounts for individuals under 18. Where care is arranged for an elderly person by a family member, the account holder is the family member, who confirms they are authorised to share the patient’s information.

9. Cookies and similar technologies

We use strictly necessary cookies to keep you signed in, to remember your cart, and to protect forms against cross-site request forgery. We do not use advertising or cross-site tracking cookies. Blocking necessary cookies will prevent sign-in and checkout from working.

10. Changes to this policy

We may update this policy as the service or the law changes. The effective date at the top of this page will change, and material changes will be notified on the platform. This version is effective from 27 July 2026.