Privacy Policy

Zivanta Care (“Zivanta”, “we”, “us”) is operated by Heal Me Globally Private Limited, a company registered in India with its registered office at H-267, Sector-23, Kavi Nagar, Ghaziabad 201002, Uttar Pradesh, India (CIN: U86909UW2026PTC250055).

We help international patients find and access treatment at hospitals in India. We connect you with partner hospitals and doctors, share cost estimates, help arrange teleconsultations, and support you with visa letters, travel and stay. We are not a hospital and we do not provide medical treatment. Your treating hospital and doctors are responsible for your medical care and keep their own medical records under their own privacy policies.

This policy applies when you use our website at zivanta.care, create an account, submit a medical query, talk to us by phone, email, video call or WhatsApp, use our chat assistant, or register for one of our health camps or events. In this policy, “personal information” means any information that identifies you, including your health information.

Information you give us

• Contact and identity details: your name, email address, phone and WhatsApp number, country, city, preferred language, and preferred time and way to be contacted.
• Health information: the treatment or specialty you are interested in, a description of your condition, and any medical reports, scans, prescriptions or test results you upload or send us. This is sensitive information and we handle it with extra care.
• Account details: your login details if you create an account. We store your password only in a scrambled (hashed) form. If you sign in with Google or Facebook, we receive your name, email address and profile picture from that service.
• Travel details: when you decide to travel, information we need to prepare a hospital recommendation letter for your medical visa and arrange your stay, such as passport details, travel dates, and the details of anyone travelling with you.
• Conversations: messages, emails, WhatsApp chats and chat assistant conversations with us, and notes our team makes during calls and consultations.
• Event registrations: details you provide when registering for a health camp, free consultation day or similar event, including attendance and feedback forms.
• Feedback and stories: reviews, ratings, testimonials and survey answers you choose to share.

Information we collect automatically

• Device and usage information: your IP address, approximate location based on IP, browser and device type, pages you visit, how long you stay, and the website or advert that brought you to us (including campaign tags in links).
• Cookies and similar technologies: see section 7.

Information we receive from others

• Partner hospitals and doctors: opinions, treatment plans, cost estimates and updates about your treatment journey.
• Family members or friends who contact us on your behalf. If you share someone else’s information with us, please make sure they know and agree.
• Sign-in providers such as Google or Facebook, if you choose to use them.

We use your information only for clear purposes, and we collect only what we need for them.

To respond to you faster, we may use an AI tool to read the medical reports you upload and prepare a short summary for our medical team. The summary can suggest a likely specialty, suitable hospitals and an indicative cost range.

• It only happens if you agree. When you submit a query, you will see a separate checkbox asking for your consent. It is not bundled with our Terms of Service. If you do not tick it, our team reviews your reports manually and your query is handled in the same way.
• A person always checks the result. The AI summary is a tool to help our team. It is not a diagnosis and it is not medical advice. Our team reviews, edits or rejects it before it is used.
• Hospitals may see it. Partner hospitals that receive your case may see the reviewed summary, but they cannot change it.
• Our AI provider may learn from it. Your reports are sent to a third-party AI provider to create the summary. Under that provider’s terms, the information it processes may also be used to improve its AI models. We tell you this so you can decide whether to give consent. If you are not comfortable with this, leave the checkbox unticked and our team will review your reports manually.
• You can change your mind. You can withdraw your consent at any time by contacting us. We will stop AI processing of your reports from that point.

We do not sell your personal information. We share it only in the situations below, and only as much as is needed.

• Partner hospitals and doctors, so they can review your case, give an opinion or cost estimate, and treat you. We share your medical information only with the hospitals relevant to your case. Our partner hospitals pay us a commission when patients choose them for treatment. This does not change what you pay the hospital, and we are open with you about it.
• Hotels, guest houses and transport providers, limited to your name, contact details and travel dates, so they can arrange your stay and pick-up.
• Service providers who work for us, under contracts that require them to protect your information and use it only on our instructions. These include cloud hosting and storage (Google Cloud), email delivery (Postmark), WhatsApp messaging (Gupshup and Meta), video consultation tools and website analytics.
• Our AI provider, if you consent to AI review of your reports. This provider may also use the information to improve its own models under its terms (see section 4).
• Interpreters and our on-ground team in India who assist you during treatment.
• Authorities, when the law requires it, for example in response to a court order or a valid request from a government body, or to protect someone’s life or safety.
• A new owner, if Zivanta is merged, sold or restructured. The new owner must continue to protect your information as described in this policy.

Reviews and testimonials. We publish your review, video testimonial or story only with your written permission. We normally show only your first name, country and treatment. You can ask us to remove it at any time.

Peer connection. This feature lets you speak with a past patient who had a similar treatment. After treatment, we may ask whether you would like to become a peer mentor. If you agree, we record your consent. When another patient asks for a connection, our team introduces you. We do not share your phone number or email with the other person unless you both agree. Either person can stop at any time.

Cookies are small files stored on your device when you visit a website. We use these types:

After you validate and submit consultation contact details, we may normalize your phone number and email address and convert them into one-way hashed identifiers. We share only those hashed identifiers—not the readable contact details—with Google and Meta to measure whether our advertising leads to consultation requests, improve campaign reporting, and show more relevant advertising. Google and Meta receive these identifiers and process them under their own privacy terms. Hashing reduces exposure but does not make the data anonymous to those platforms when they can match it to an account.

You can control cookies through your browser. Most browsers let you see which cookies are stored on your device, delete them, and block new ones — usually under Privacy or Site settings. If you block essential cookies, parts of our website will stop working.

You can decline the consultation contact checkbox and continue browsing without submitting your details. You can also use browser or platform advertising controls, or contact us to exercise the choices described in section 11. Declining marketing messages does not stop service messages about a treatment request you asked us to handle.

For more detail on the cookies we use, see our Cookie Policy.

Most of our patients live outside India. When you contact us, your information is sent to India, where our team and partner hospitals are based. Some of our service providers may process it in other countries where they operate. Data protection laws in these countries may differ from the laws where you live. Wherever your information is processed, we protect it as described in this policy and follow Indian law on transfers of personal data outside India.

Your health is personal, and so is your information. We protect it the way we would want our own family’s records protected.

Your personal details are never stored in readable form. Your name, email address, phone number and other identifying details are encrypted before they are saved in our databases. Where we only need to look something up, such as finding your account from your email address, we use a secure one-way code (a “hash”) instead of the real value. This means that even if someone gained access to our databases, they would see scrambled data, not your details.

We unlock your information only when it is truly needed, for example when our care team calls you about your query or shares your case with a hospital you have chosen. Only authorised people can do this, and every time they view your medical information it is recorded.

Our other safeguards include:

• Encryption of your information while it travels over the internet, and encrypted storage for your medical reports.
• Encryption keys kept separately from the data they protect.
• Access limited to the staff and hospital users who need it for your case.
• Secure, time-limited links to view or download reports.
• Regular security testing of our systems.

Our security practices are designed in line with the safeguards set out in HIPAA, the United States standard for protecting health information, and with India’s data protection laws.

No system is completely secure. If a breach affects your personal information, we will tell you and the relevant authorities as the law requires. Please keep your password private and let us know straight away if you think your account has been misused.

We keep your information for 1 year, as set out below, unless the law requires us to keep it longer (for example, billing and tax records).

• Queries and medical reports: for 1 year after your last contact with us, so we can support follow-up care and answer questions about your treatment.
• Account information: while your account is open, and for 1 year after you close it.
• Enquiries that do not lead to treatment: for 1 year after your last contact.
• Analytics data: for up to 1 year.

After this, we securely delete your information or make it anonymous so it can no longer identify you. Hospitals that treated you keep their own medical records under their own legal obligations.

Wherever you live, you can ask us to:

• Access a summary of the personal information we hold about you and how we use it, and a copy of it.
• Correct or update information that is wrong or incomplete. You can update many details yourself in your account.
• Delete your information or close your account, unless we must keep some of it by law.
• Withdraw your consent, for example to AI review of your reports, marketing messages or peer connection. This does not affect anything we did before you withdrew it.
• Nominate someone to exercise these rights for you if you die or become unable to do so.
• Raise a complaint with our Grievance Officer (see section 16).

To make a request, email hello@zivanta.care or use the contact options in your account. We may need to confirm your identity first. We will respond within 7 business days.

If you are not satisfied with our response, you can complain to the Data Protection Board of India, or to the data protection authority in your own country.

Our website is meant for adults. If a patient is under 18, a parent or legal guardian must submit the query and give consent on the child’s behalf. We use a child’s information only to arrange their care, and we never use it for advertising or tracking. If you believe we have received a child’s information without a parent’s or guardian’s consent, please contact us and we will delete it.

Many patients are helped by relatives. If you submit a query for someone else, please make sure you have their permission to share their information with us.

We send service messages about your query, appointments, travel and treatment by email, WhatsApp and in your account. These are part of our service.

We send news about health camps, events and offers only if you agree. You can stop them at any time by using the unsubscribe link in any email, replying STOP on WhatsApp, or changing your notification settings in your account.

Our website links to other websites, such as hospital websites and social media. We are not responsible for how those websites handle your information. Please read their privacy policies.

We may update this policy as our services or the law change. We will show the new date at the top of this page. If we make an important change, we will tell you by email or WhatsApp, or on the website, before it takes effect.

This policy may be available in other languages. If there is any difference between versions, the English version applies.

If you have a question or concern about your personal information, please contact us.