Privacy Policy

How we collect, use, and protect your information

Last Updated: January 2026

Welcome to Carenza. We are committed to protecting your privacy and the confidentiality of your personal and health information. This Privacy Policy explains how Carenza Health Care ("we", "our", or "Carenza") collects, uses, stores, and protects information when you use our website or engage our services.

By accessing our website or using our services, you agree to the practices described in this policy. Please read it carefully.

1. Information We Collect

We collect information that is necessary to provide you with safe and effective home healthcare services. This includes:

  • Personal identification information: Full name, phone number, email address, home address
  • Health and medical information: Medical history, current conditions, prescriptions, and care requirements shared during booking or consultations
  • Payment information: Transaction details processed securely via our payment partners (we do not store full card details)
  • Technical data: IP address, browser type, device information, and pages visited on our website via cookies and analytics tools
  • Communication records: Enquiries, feedback, or support requests submitted through our website or phone

2. How We Use Your Information

Your information is used solely for purposes related to delivering and improving our services:

  • To schedule, confirm, and manage home healthcare visits
  • To assign the right healthcare professional for your specific needs
  • To process payments and maintain billing records
  • To send appointment reminders, follow-up care instructions, and service updates
  • To respond to your support queries and feedback
  • To improve our website experience and service quality through anonymous analytics
  • To comply with legal or regulatory obligations applicable to healthcare providers in India

3. Confidentiality of Health Information

All health and medical information you share with us is treated as strictly confidential. It is accessed only by the healthcare professionals assigned to your care and our internal care coordination team on a need-to-know basis. We do not sell, trade, or share your health information with third parties for marketing purposes under any circumstances.

4. Data Sharing

We may share your information only in the following limited circumstances:

  • With assigned care providers: Nurses, doctors, physiotherapists, or other professionals who will visit your home
  • With partner diagnostic labs: When you book lab sample collection, sample details are shared with our NABL-accredited lab partners
  • With payment processors: To securely complete transactions
  • When required by law: In response to valid legal processes, court orders, or regulatory requirements

5. Cookies

Our website uses cookies to enhance your browsing experience, remember your preferences, and analyse site traffic. You can manage or disable cookies through your browser settings at any time. Note that disabling certain cookies may affect website functionality. Please refer to our Cookie Policy for detailed information.

6. Data Security

We take appropriate technical and organisational measures to protect your personal and health data from unauthorised access, loss, misuse, or disclosure. Our systems are regularly reviewed to maintain strong security standards. However, no method of transmission over the internet is 100% secure, and we cannot guarantee absolute security.

7. Data Retention

We retain your personal and health information for as long as necessary to provide our services and comply with applicable legal obligations. Medical records are retained as required under Indian healthcare regulations. You may request deletion of your personal data (subject to legal retention obligations) by contacting us.

8. Your Rights

You have the right to:

  • Access the personal information we hold about you
  • Request correction of inaccurate information
  • Request deletion of your personal data, subject to legal obligations
  • Withdraw consent for marketing communications at any time
  • Lodge a complaint if you believe your data has been mishandled

To exercise any of these rights, please contact us at care@carenza.co.in.

9. Third-Party Links

Our website may contain links to third-party websites (such as payment gateways or social media). We are not responsible for the privacy practices of these external sites and encourage you to review their policies before sharing any information.

10. Changes to This Policy

We may update this Privacy Policy periodically to reflect changes in our practices or legal requirements. The updated version will be posted on this page with a revised "Last Updated" date. Continued use of our services after any changes constitutes acceptance of the updated policy.

11. Contact Us

If you have any questions, concerns, or requests regarding this Privacy Policy or your personal data, please reach out to us: