Policy & Services

Direct Dawai Healthcare Solutions Pvt. Ltd. (“Direct Dawai,” “we,” “our”) respects your privacy and is committed to protecting your personal information. This Privacy Policy explains the types of information we collect from you through our website, why we collect it, how we use it, and with whom we may share it. It also explains the measures we take to keep your information safe, along with your rights and choices regarding your data.

What Data Do We Collect About You?

Direct Dawai collects data for various purposes set out in this Privacy Policy. When you use our website or services, we may collect the following categories of data:

• 1. Contact Information: Your full name, date of birth, gender, contact details, including email address, phone number, and delivery address for medicine shipments.
• 2. Medical Information: Prescription details uploaded by you, medical conditions, allergies, current medications, dosage requirements, and health-related queries you submit through our platform.
• 3. Account Information: Username, password, account preferences, order history, saved addresses, and payment preferences for faster checkout.
• 4. Payment Data: Credit/debit card information, UPI details, wallet information, and transaction records. Please note that sensitive payment data is processed through secure payment gateways and not stored on our servers.
• 5. Device and Usage Information: Information about how you access our website, including pages visited, time spent, search queries for medicines, device types, browser information, and IP address.
• 6. Communication Records: Customer service interactions, feedback, reviews, and any other communication with Direct Dawai.
• 7. Location Data: Your location information to provide nearby store locations, delivery estimates, and location-specific medicine availability.
• 8. Healthcare Provider Information: Details of doctors or healthcare providers whose prescriptions you upload, for verification and compliance purposes.

How Do We Collect Data?

Direct Dawai gathers your information through several methods to ensure we can provide you with accurate and personalized healthcare services.

2.1 Direct Information You Provide

• (a) When you create an account on our platform
• (b) During prescription uploads and medicine orders
• (c) When you fill out health questionnaires or medical forms
• (d) Through customer service interactions and support requests
• (e) When you participate in surveys or provide feedback

2.2 Automatic Collection Through Our Platform

• (a) Your browsing behavior on our website
• (b) Search queries for medicines and health products
• (c) Time spent on different sections of our platform
• (d) Device information, browser type, and operating system
• (e) IP address and location data (with your permission)
• (f) Cookies and similar tracking technologies for a personalized experience

2.3 Third-party Sources

• (a) Information from healthcare providers when they refer patients to our platform
• (b) Data from payment processors for transaction verification
• (c) Analytics tools that help us understand user behavior and improve our services
• (d) Integration with health apps or devices (only with your consent)

2.4 Prescription Verification

• (a) Images or documents of prescriptions you upload
• (b) Information obtained during prescription verification calls
• (c) Details from licensed pharmacists during medication counselling sessions

How We Use Your Data?

Direct Dawai uses your information to provide safe, reliable healthcare services and improve your overall experience. We use your data for the following purposes.

3.1 Medicine and Healthcare Services

• (a) Processing and fulfilling your medicine orders accurately
• (b) Verifying prescriptions with licensed pharmacists
• (c) Providing medication counseling and drug interaction warnings
• (d) Sending dosage reminders and refill notifications
• (e) Matching you with appropriate healthcare products and alternatives

3.2 Account and Transaction Management

• (a) Creating and maintaining your user account
• (b) Processing payments and managing billing information
• (c) Tracking order status and delivery updates
• (d) Maintaining your order history for easy reordering
• (e) Managing returns, refunds, and customer support requests

3.3 Safety and Compliance

• (a) Ensuring prescription authenticity and preventing misuse
• (b) Monitoring for potential drug interactions
• (c) Complying with pharmaceutical regulations and legal requirements
• (d) Preventing fraudulent activities and maintaining platform security
• (e) Maintaining records as required by healthcare authorities

3.4 Personalized Experience

• (a) Recommending relevant health products and medicines
• (b) Customizing your dashboard based on your medical needs
• (c) Providing personalized health tips and medical information
• (d) Creating targeted health content and educational materials

3.5 Communication and Support

• (a) Responding to your queries and providing customer support
• (b) Sending important updates about your orders or account
• (c) Notifying you about new services, health campaigns, or policy changes

3.6 Platform Improvements

• (a) Analyzing usage patterns to enhance our website
• (b) Improving our medicine search and recommendation algorithms
• (c) Developing new features based on user feedback and needs
• (d) Ensuring optimal platform performance and user experience

Data Sharing Policies

Direct Dawai may share your information with trusted partners and service providers to deliver healthcare services effectively while maintaining strict confidentiality standards.

4.1 Healthcare Partners

We share your data with licensed pharmacists and healthcare professionals for prescription verification and medication counseling. Diagnostic labs for test result processing and screening of your health condition. We also share the data with medical equipment suppliers for personalized product recommendations.

4.2 Service Providers

• (a) Payment processors for secure transaction handling (we do not store your complete payment details)
• (b) Delivery partners for medicine shipment and logistics.
• (c) Technology providers for platform maintenance, security, and data backup
• (d) Customer support service providers for handling queries and complaints

4.3 Regulatory and Legal Compliance

We share your data with healthcare regulatory authorities (if required by law), government agencies for pharmaceutical compliance, law enforcement agencies in case of suspected illegal activities, and legal advisors for dispute resolution and regulatory matters.

4.4 Business Partners

We also partner with insurance companies for claim processing and coverage verification (only with your consent), along with corporate wellness programs for employee health benefits (for corporate accounts).

4.5 Emergency Situations

We may disclose your medical information without consent in life-threatening emergencies to emergency medical services, hospitals, healthcare providers, family members, or emergency contacts as legally permitted.

4.6 Data Security Requirements

All third parties we share data with are required to

• (a) Maintain the same level of data protection as Direct Dawai.
• (b) Use your information only for specified purposes
• (c) Implement appropriate security measures to protect your data
• (d) Comply with applicable healthcare privacy laws and regulations

Note: We do not sell your personal information or share medical data for marketing without consent.

How We Protect Your Data

We take the security of your personal information very seriously. We implement appropriate technical and organizational measures to safeguard your data against unauthorized access, disclosure, alteration, or destruction. Our security practices include encryption, secure transmission, strong authentication methods, secure servers with firewalls, and regular security audits. If you suspect any suspicious activity or misuse of your data, please contact us immediately via email or any other contact method.

Retention of Data

Direct Dawai retains your personal information only for as long as it is necessary to provide you with our products and services, comply with legal obligations, resolve disputes, and enforce our agreements. The retention period may vary depending on the type of Data collected and the purpose for which it is used.

For example, medical records and prescription details may be stored for a longer duration in order to comply with healthcare regulations, while payment-related information may be retained only for the time required to complete the transaction and meet tax or audit requirements.

Even if you request deletion of your data, certain information may continue to exist in our backup systems or archives for regulatory, legal, or security purposes. Once the retention period expires and there is no further legitimate need to process your data, we will securely delete, anonymize, or dispose of it in accordance with applicable laws and industry best practices.

Your Rights and Choices

Direct Dawai believes in giving you full control over your personal information. When we process your data, we do so in compliance with applicable data protection laws and only for the purposes described in this Privacy Policy. You have certain rights in relation to your personal information, which you can exercise by contacting us through the details provided in the “How to Contact Us” section. Your rights include:

• 1. Right to Access and Review: You can request a copy of the personal information we hold about you and verify how it is being used.
• 2. Right to Correction: You can ask us to correct or update inaccurate or incomplete information in our records.
• 3. Right to Withdraw Consent: Where processing is based on your consent, you can withdraw it at any time without affecting the lawfulness of prior processing.
• 4. Right to Data Deletion: You can request that we delete your personal information, subject to legal and regulatory requirements.
• 5. Right to Restrict Processing: You may ask us to limit how your data is used in certain situations, such as during dispute resolution.
• 6. Right to Opt-out of Marketing: You may opt out of receiving promotional messages, offers, or marketing emails at any time by following the unsubscribe link or contacting us directly.

Where We Store Data

All personal information collected by Direct Dawai is stored on secure servers located within India, in compliance with applicable data protection laws. By ensuring that your data remains within the country, we maintain greater control over its protection and safeguard it against unauthorized access or misuse.

In certain cases, if it becomes necessary to transfer data outside India- for example, when working with trusted service providers or partners, we will ensure that such transfers are carried out in accordance with applicable legal requirements and protected through appropriate contractual and security safeguards.

Processing Your Data

Direct Dawai processes your personal and medical information in accordance with applicable data protection laws and healthcare regulations to ensure your privacy while delivering safe and effective medical services.

• 1. Legal Basis for Processing: We process your data based on several legal grounds, depending on the type of information and service.
• 2. Data Processing Standards: All processing activities comply with Indian data protection laws and healthcare regulations. Your medical information is processed only by licensed healthcare professionals when necessary.
• 3. International Processing: When we engage international service providers for technical support or payment processing, we ensure data protection safeguards through contractual agreement.
• 4. Processing Rights: You have the right to object to certain types of data processing, particularly for marketing purposes or automated profiling. However, processing is necessary for medical safety, regulatory compliance, or essential healthcare services may continue even if you object, as these are required for your protection and legal compliance.

Severability

Suppose any provision of this Privacy Policy is found to be invalid, unlawful, or unenforceable by a court or competent authority. In that case, such provision shall be deemed to be deleted to the extent necessary, without affecting the validity and enforceability of the remaining provisions. The rest of this Privacy Policy will continue to remain in full force and effect.

Minors

Direct Dawai recognizes the special importance of protecting children’s health information and privacy. Our platform requires additional safeguards and parental involvement when providing healthcare services to users under 18 years of age.

• (a) Users under 18 must have a parent or legal guardian create and manage their account
• (b) Parental consent is required for all prescription orders and medical consultations for minors
• (c) Parents or guardians have full access to their minor child’s medical records and order history
• (d) Certain age-restricted medications require additional verification and parent approval

Cookies and Tracking Technologies

Direct Dawai uses cookies and similar tracking technologies to enhance your experience on our platform, improve our services, and ensure the security of your healthcare transactions.

12.1 Types of Cookies We Use

We use essential cookies necessary for core platform functionality, prescription uploads, and secure login. Besides that, we also track performance cookies to analyze website usage, functional cookies to remember your preferences, and security cookies to protect against fraud.

12.2 Third-party Tracking

We work with trusted third-party services that may use tracking technologies, like payment processors, analytics providers, customer support tools, and delivery partners for real-time order tracking.

12.3 Your Cookie Choices

You can control cookie usage through your browser settings or our cookie preference center. Accept all cookies for the full Direct Dawai experience with personalized offerings. You can also opt for only essential cookies and block third-party cookies.

Changes to This Privacy Policy

Direct Dawai may update this Privacy Policy from time to time to reflect changes in our business practices, legal obligations, or technological advancements. Any modifications will be effective immediately once published on our website or mobile application. We encourage you to review this policy periodically to stay informed about how we are protecting your information.

If significant changes are made, we may notify you through email, SMS, or in-app notifications. By continuing to use our services after such updates, you acknowledge and accept the revised Privacy Policy.

How to Contact Us

If you have any questions, concerns, or requests regarding this Privacy Policy or the way Direct Dawai handles your personal information, you may reach out to us at:

Email: support@directdawai.com
Phone: —
Live Chat: Available on Website