Privacy Policy

We collect only what is needed to book, deliver, and account for a home-healthcare visit:

• Account and identity data: your name, mobile number, email address, and profile photo. Your mobile number is verified by OTP at sign-up.
• Patient and family-member data: the name, age, gender, and relationship of each person you book care for. If you book for someone else, you confirm that you are authorised to share their details with us.
• Health data: the service you book, the symptoms, conditions, care notes, prescriptions, vitals, and clinical observations recorded against a visit, and any documents or images you upload. Health data is sensitive personal data and is treated as such.
• Address and location data: the service address you save, and — during an active booking only — the Service Partner's live location, used for Electronic Visit Verification and for showing you their arrival status. See section 5.
• Payment data: the amount, date, status, and reference of each transaction, plus refund records. Card, UPI, and bank details are collected and stored by our payment gateway, not by JOPANA. We never see or store your full card number.
• Communications: your in-app support messages, notification preferences, ratings and reviews, and metadata (not audio) of calls made through our masked-calling feature.
• AI assistant conversations: the messages you send to the in-app care assistant, and its replies.
• Device and diagnostic data: device model, operating system version, app version, IP address, crash reports, and error logs.

We use your data for these purposes and no others:

• To create and secure your account, and to sign you in.
• To match you with a suitable Service Partner and to schedule, reschedule, or cancel a visit.
• To let the assigned Service Partner deliver care safely — they see the patient details, address, and clinical notes relevant to their visit, and nothing more.
• To verify that a visit actually happened, at the right place and time (Electronic Visit Verification).
• To take payment, issue invoices, calculate cancellation fees, and process refunds.
• To contact you about your booking by push notification, SMS, WhatsApp, email, or a masked phone call.
• To answer your support requests and resolve disputes.
• To keep the platform safe and working — fraud prevention, abuse detection, crash diagnosis, and security monitoring.
• To meet legal, tax, and regulatory obligations that apply to us in India.

• Service Partner location: while a Service Partner is travelling to and attending your booking, their app records location points so we can confirm arrival at the correct address and show you live status. This runs only for the duration of an active booking, and stops when the visit is closed.
• Your location: the customer app requests location permission to suggest a nearby saved address and to check that your area is serviceable. This is used at the moment you ask for it. The customer app does not track your location in the background.
• Arrival verification: at the start of a visit the Service Partner records an arrival check (a timestamp, a location point, and in some services a selfie) to confirm the visit began.

We share your data only with the following categories of recipient, and only to the extent each one needs it:

• The Service Partner assigned to your booking — the patient details, address, and clinical information relevant to that visit. Service Partners are bound by confidentiality obligations and may not store your records outside the JOPANA app.
• Razorpay Software Private Limited — our payment gateway, which collects and processes your payment instrument to take payment and issue refunds.
• Supabase — our authentication, database, and file-storage provider, which hosts your account and the documents you upload.
• Exotel Techcom Private Limited — our masked-calling provider, which connects calls between you and a Service Partner without either side seeing the other's real number.
• Notification providers, including WhatsApp Business and push-notification services, used to send booking updates.
• OpenRouter, Inc. — the AI gateway behind the optional in-app care assistant, which passes the messages you send to that assistant to a language-model provider in order to generate a reply. We route these requests with zero-data-retention and no-training settings enabled, so the model provider does not keep or learn from your messages.
• Google Maps — used for address lookup, geocoding, and serviceability checks.
• Sentry — our crash and error reporting tool, where enabled, used so we can diagnose defects. Health data is not intentionally included in these reports.
• Professional advisers, auditors, and insurers, where necessary and under confidentiality.
• Courts, law-enforcement, and regulators, where we are legally required to disclose.

Option A — delete it yourself from inside the app (fastest):

• Open the JOPANA app and sign in.
• Go to the Profile tab.
• Scroll to the bottom and tap "Delete Account".
• Read the confirmation dialog and tap "Delete" to confirm.
• Your account is closed immediately and you are signed out. You will see a confirmation that your data will be permanently removed within 30 days.

Option B — ask us by email (works even if you no longer have the app installed):

• Email support@jopana.in from the email address on your account, or from any address if you tell us the mobile number you registered with.
• Use the subject line "Delete my account".
• We will verify that the request is genuinely from you — usually by sending an OTP to your registered mobile number — and then process the deletion.
• We acknowledge deletion requests within 7 days and complete them within 30 days.

What happens when you delete your account:

• Immediately: your account is closed, you are signed out of every device, your login identity is released, and your profile is hidden from the platform. You can no longer book services, and no Service Partner can see your details. Your mobile number is freed, so signing up again creates a brand-new, empty account — it does not restore the old one.
• Within 30 days: your name, phone number, email, profile photo, saved addresses, patient and family-member records, uploaded documents and images, clinical notes, AI assistant conversations, chat history, and notification history are permanently erased from our production systems.
• Within 60 days: the same data is removed from our encrypted backups, as backups age out on their normal rotation.

What we must keep even after you delete your account, and why:

• Invoice, payment, and refund records — retained for 8 financial years because Indian company, income-tax, and GST law require it. These are kept in a form that no longer identifies you beyond the transaction reference and amount.
• Clinical visit records for care already delivered — retained for 3 years under medical record-keeping obligations, then erased.
• Records we are required to preserve because of an active legal claim, investigation, or regulatory direction — retained only for as long as that requirement lasts, then erased.

Under the DPDP Act you have the following rights, and we will not charge you for exercising any of them:

• Right to access: ask us for a summary of the personal data we hold about you and who we have shared it with.
• Right to correction: ask us to correct data that is inaccurate, or complete data that is incomplete. You can edit most of your profile directly in the app.
• Right to erasure: ask us to delete your personal data — see section 9.
• Right to withdraw consent: withdraw consent for any processing based on it, at any time, as easily as you gave it.
• Right to nominate: nominate another person to exercise these rights on your behalf if you die or become incapacitated.
• Right to grievance redressal: complain to us about how we handle your data, and escalate to the Data Protection Board of India if you are not satisfied with our response.

• Encryption: your data is encrypted in transit using TLS 1.2 or higher, and encrypted at rest on our providers' infrastructure using AES-256.
• Access control: staff and Service Partners can see only the data their role requires. A Service Partner sees the details of the bookings assigned to them, and nothing else.
• Contact masking: calls between you and a Service Partner are routed through a masked number so neither side sees the other's real phone number.
• Monitoring: we log access to sensitive records and monitor for unusual activity.
• Breach notification: if a personal data breach occurs, we will notify the Data Protection Board of India and every affected user, as required by the DPDP Act.

• Essential cookies and secure session tokens: used to keep you signed in and to protect your session. These cannot be turned off without breaking sign-in.
• Diagnostic and performance data: used to measure app stability and to fix crashes.
• No advertising trackers: JOPANA does not use advertising or cross-site tracking cookies, and does not share your health-related activity with advertisers.

• Grievance Officer, JOPANA Healthcare Technology Private Limited
• Email: support@jopana.in
• Registered office: Bengaluru, Karnataka, India
• We acknowledge every complaint within 7 days and resolve it within 30 days.