Privacy Policy
Last updated: October 2026
This Privacy Policy is an electronic record under the Information Technology Act, 2000. It is published under the Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011 ("SPDI Rules").
1. Who we are
Raaz MD is operated by Dunnwood Health Private Limited (CIN U86909KA2023PTC171361), 3rd Floor, No. 128 (33/1), 8th Main Road, opposite Healthtattva, 2nd Block, Jayanagar, Bengaluru, Karnataka 560011 ("Raaz MD", "we", "us", "our").
This policy explains what personal data we collect, why, who we share it with, and the choices you have. It applies to the raazmd.com website, the Raaz MD app, and our WhatsApp, phone and video services (the "Platform"). Terms not defined here have the meaning given in our Terms and Conditions.
2. Our commitment to the DPDP Act
The Digital Personal Data Protection Act, 2023 and the Digital Personal Data Protection Rules, 2025 are coming into force in phases, with most obligations applying from May 2027. We are updating our consent flows, notices, data-rights handling, security practices and vendor contracts to align with them, and will update this policy as we go. Until then, we process your data in line with the Information Technology Act, 2000 and the SPDI Rules.
3. Information we collect
| Type | What it includes |
|---|---|
| Identity and contact | Name, phone number, email, age or date of birth, gender, delivery address |
| Health information | Questionnaire answers, symptoms, medical history, lifestyle details, current medicines and supplements, allergies, photos you share for clinical purposes, lab reports, prescriptions, Doctor and coach notes, treatment progress |
| Call recordings and transcripts | Audio and video consultation and coaching calls, their transcripts, and notes prepared from them |
| Orders and payments | Plans and products bought, amounts, transaction IDs, payment method type, EMI or pay-later references, refund records |
| Communications | WhatsApp, SMS, email and support conversations with us |
| Device and usage | IP address, device type and identifiers, operating system, browser, app version, pages and screens viewed, clicks and taps, session recordings, crash and error logs, approximate location derived from IP |
| From partners | Lab reports from partner laboratories, payment status from gateways and lenders, delivery status from couriers, and campaign information from advertising platforms if you reach us through an ad |
Health information, and financial information such as bank or card details, are "sensitive personal data or information" under the SPDI Rules. Payment gateways collect card and bank details directly. We do not store your full card number.
4. Your consent
Before we collect your health information, we ask for your explicit consent, for example by ticking a checkbox in the app or website, or confirming on WhatsApp, after showing you this policy.
- Marketing messages need a separate, optional consent.
- You can withdraw consent at any time by contacting us (section 13). Withdrawal does not affect processing already done. If you withdraw consent for data we need to provide a Service, we may not be able to continue providing it.
- Some processing is allowed without consent where the law permits, for example to comply with a legal obligation or in a medical emergency.
Browsing the website without signing up is covered by this notice: by continuing to use the website, you acknowledge our use of cookies and analytics as explained in section 8.
5. How we use your information
- To provide the Services: set up your account, arrange consultations, issue and dispense prescriptions, deliver orders, book diagnostics, provide coaching and run the app.
- For your safety: check for medicine interactions and contraindications, and follow up on your treatment.
- For payments: process payments, invoices, EMI and pay-later transactions, and refunds.
- To communicate with you: reminders, updates, delivery tracking and support.
- To improve the Platform: analytics, fixing bugs, and reviewing call quality.
- To train our team: teaching and training Doctors, coaches and staff who work with Raaz MD, using de-identified data where practicable.
- For research: academic research, surveys and analytical studies, using de-identified data where practicable.
- For marketing: offers and information about our services, only with your consent.
- For legal and security reasons: complying with the law, responding to authorities, preventing fraud, enforcing our Terms and protecting our systems.
- For business transactions: allowing potential investors or buyers to evaluate Raaz MD under confidentiality, using de-identified or aggregated data where practicable.
We do not sell your personal data to third parties for their own marketing.
6. Call recordings, transcripts and AI
All consultation and coaching calls are recorded and transcribed. You agree to this when you give consent at sign-up and when you join a call. We do not announce the recording at the start of each call. We use recordings and transcripts to keep accurate medical records, prepare notes, support patient safety, review quality, train our team and resolve disputes.
We use artificial intelligence tools, including services from third-party AI providers, to:
- transcribe calls;
- draft consultation notes and summaries;
- flag safety concerns, such as medicine interactions;
- help prepare personalised diet, exercise and treatment plans.
A Doctor or trained team member reviews AI-assisted output. Clinical decisions are made by Doctors, not by AI. AI providers process data on our behalf under contract, and some may process it outside India.
7. Who we share your information with
| Recipient | What they receive and why |
|---|---|
| Doctors | Your health information and call records, to consult and prescribe. Doctors are independent practitioners bound by professional confidentiality. |
| Coaches and pharmacy team | What they need to support your plan and dispense your medicines |
| Partner laboratories | Name, contact details, address and tests booked, to collect samples and issue reports |
| Courier and logistics partners | Name, phone, delivery address and order ID only, not your health details |
| Payment gateways, banks and lenders | Payment, EMI and refund details, to process transactions |
| Technology providers | Cloud hosting, WhatsApp, SMS, email and telephony, customer support tools, analytics and AI providers, to run the Platform on our behalf |
| Professional advisers | Lawyers, auditors and consultants, under confidentiality |
| Investors or acquirers | As described in section 5, under confidentiality. If Raaz MD merges or is acquired, your data may transfer to the new entity, which must follow this policy. |
| Authorities | Where required by law, court order or a government request, or to protect the rights and safety of any person |
We require service providers by contract to use your data only to provide services to us and to protect it with reasonable security practices.
8. Analytics and cookies
We use third-party analytics services, including Microsoft Clarity and Amplitude, to understand how the website and app are used, fix problems and improve your experience. They collect usage patterns and interactions, questionnaire interactions, session recordings, device information, performance data and error logs.
- Phone numbers are hashed before they are sent to analytics.
- Device identifiers are used to recognise sessions.
We use cookies and similar technologies. Essential cookies keep the Platform working. Analytics cookies help us understand usage. Advertising cookies and the Meta Pixel record which ad or campaign brought you to us and help us measure and show our ads on Meta platforms such as Facebook and Instagram. You can block or delete cookies in your browser settings, but some features may then not work.
9. Where your data is stored
Your data is stored mainly in electronic form, with some records kept on paper where required. We and our service providers may store or process data in India and in other countries. We transfer data outside India only as the law permits, and will not transfer it to any country the Government of India restricts.
10. How long we keep your data
We keep your data while your account is active and as long as needed to provide the Services. After that, we keep it as long as required for medical, pharmacy and tax record-keeping, to resolve disputes, or as otherwise permitted by law. Data we no longer need is deleted or de-identified.
11. Security
We use reasonable security practices to protect your data, including encryption in transit, access controls that limit staff access to what their role needs, confidentiality obligations for staff and contractors, and security reviews of our service providers.
No method of transmission or storage is completely secure, so we cannot guarantee absolute security. If a breach affects your data, we will notify you and the relevant authorities as the law requires. We are not responsible for losses caused by you not keeping your phone, device, OTPs or login secure. Please take care when sending health information by email.
12. Children
The Services are only for people aged 18 and over. We do not knowingly collect data from anyone under 18. If you believe a minor has given us their data, contact us and we will delete it.
13. Your rights
You can ask us to:
- give you access to, or a summary of, the personal data we hold about you;
- correct, complete or update your data;
- delete your data, unless we must keep it under section 10;
- withdraw your consent;
- object to or restrict particular uses of your data;
- provide a copy of your data in a commonly used format.
Once the DPDP Act's relevant provisions are in force, you will also be able to nominate someone to exercise your rights if you die or become incapacitated.
To make a request, email mail@raazmd.com or call +91 63648 30022. We will verify your identity first and respond within 30 days.
14. Links to other websites
The Platform may link to websites or features run by others. Their own privacy policies apply, and we are not responsible for their practices.
15. Changes to this policy
We may update this policy, for example as we align with the DPDP Act. We will post the updated policy here with a new date and tell you about material changes through the Platform, WhatsApp or email. Where a change needs your fresh consent, we will ask for it.
16. Grievance Officer
In line with the Information Technology Act, 2000 and the SPDI Rules:
- Grievance Officer: Akash Kumar, Chief Executive Officer
- Email: mail@raazmd.com
- Phone: +91 63648 30022
- Address: Dunnwood Health Private Limited, 3rd Floor, No. 128 (33/1), 8th Main Road, opposite Healthtattva, 2nd Block, Jayanagar, Bengaluru, Karnataka 560011
We acknowledge every complaint within 24 hours and aim to resolve it within 15 days of receipt.