Privacy Policy & Terms

PRIVACY POLICY

Sunway Pharmacy / Sunway Medical Centre Private Limited ("Sunway Pharmacy" or "we") takes the privacy of your information seriously. This Privacy Notice ("Privacy Notice") describes the types of personal information we collect from you through our website (including sub-domains and microsites), mobile applications, and digital ordering platforms. It also describes the purposes for which we collect that personal information, the parties with whom we may share it, and the measures we take to protect the security of your data. It also tells you about your rights and choices with respect to your personal information, and how you can contact us about our privacy practices.

You are advised to carefully read this Privacy Notice before using or availing any of our products and/or services.

DEFINITIONS

• Cookies: A small file placed on your device by our website or mobile application when you visit or use certain features. A cookie generally allows a website to remember your actions or preferences for a certain period.
• Data: Includes non-personal information, personal information, and sensitive personal information about you, which directly or indirectly, alone or in combination with other information, could identify you when you visit our pharmacy, website, digital platforms, or mobile application.
• Data Protection Laws: Any applicable law in force relating to the processing of Data.
• Partners: Select third parties with whom we have contractual arrangements for purposes described in this Privacy Notice.
• Service Providers: Entities to whom we disclose your Data to process information for specific purposes under written contract.
• Sunway Pharmacy: Sunway Medical Centre / Sunway Pharmacy Private Limited, a company incorporated in India with its registered/operational office at [Insert your official address].
• Sunway Group Entity (if applicable): Subsidiaries, affiliates, or partner entities of Sunway Medical Centre with whom we have contractual arrangements for data sharing for purposes described in this Privacy Notice.
• User or You: The natural person who accesses our pharmacy, website, ordering platforms, or mobile application.

COMPLIANCE WITH HEALTHCARE PRIVACY STANDARDS (HIPAA COMPLIANCE)

Sunway Pharmacy is committed to maintaining the highest standards of healthcare data privacy. We follow strict confidentiality, security, and data-handling protocols aligned with HIPAA compliance requirements, ensuring that all prescription data, medical information, and health records are protected against unauthorized access, misuse, or disclosure.

We use secure systems, restricted-access controls, and encrypted storage to safeguard all health-related information shared with us.

WHAT DATA DO WE COLLECT ABOUT YOU

Sunway Pharmacy collects Data for various purposes outlined in this Privacy Notice. This Data includes without limitation:

• Contact Information: name, phone number, email ID, address, etc.
• Financial Information: payment instrument details, transaction history, billing preferences.
• Technical Information: device data, IP address, app/website usage, cookies, etc.
• Transaction Information: order details, amounts, timestamps, and related logs.
• Health-related Information: prescriptions, medical history, diagnosis details, treatment plans, medication prescribed by medical practitioners, dosage, lab results, and health records shared with us for dispensing or service purposes.
• Product/Service Information: registration details, purchase history, account information.
• Personal Information: age, sex, DOB, ID proof details, occupation, and details provided voluntarily in forms, surveys, etc.
• Reviews/Feedback: product ratings, complaints, or opinions shared with us.
• Loyalty Programme Information: account details, membership preferences, benefits availed, etc.

HOW WE COLLECT DATA

We collect Data through the following means:

1. Information You Provide Directly: Including registration details, prescription uploads, order details, feedback, surveys, form submissions, WhatsApp interactions, etc.
2. Automatic Information Collection: Through cookies, analytics tools, pixels, and similar technologies to track usage patterns.
3. Email Communications: We may receive confirmations when you open or interact with our emails.
4. Information from Third-Party Platforms: For example, if you authorize a third-party service (such as payment partners or logistics partners) to share information with us.
5. Information Provided to Sunway Group Entities (if applicable): If you previously shared data with any Sunway affiliated entity and consented to data sharing.
6. Third-Party Analytics Tools: We may use analytics services such as UXCam or other solutions to improve app performance. These tools do not collect personally identifiable information.

You may choose not to provide certain Data, but you may be unable to use some of our services as a result.

DATA SHARED BY YOU

We collect Data when:

• You register to receive our products/services.
• You place or attempt an order.
• You complete surveys or feedback.
• You opt-in for communication or promotions.
• You interact with our pharmacy, website, or app.

DATA AUTOMATICALLY COLLECTED

We automatically collect:

• IP address
• Device details
• Browsing behavior
• Operating system information
• Navigation patterns

This data helps us improve site performance, safety, and content.

OUR USE OF DATA

We use your Data to:

• Fulfill contracts between you and us.
• Provide and improve products/services.
• Process and deliver orders.
• Communicate order updates.
• Enable offers and personalized recommendations.
• Operate and improve our business, website, app.
• Analyse customer trends and prepare insights.
• Provide benefits, loyalty privileges, and marketing campaigns.
• Prevent fraud and enhance security.
• Comply with legal obligations.
• Support customer service, dispute resolution, and operational processes.

Where required, we use your Data only with your explicit consent.

MINORS

Our website and mobile application do not offer products/services for minors. If you are under 18, you may use them only with parental/guardian involvement.

SHARING OF DATA

We may share your Data with:

1. Partners: To offer services, products, logistics, payment processing, and marketing support.
2. Sunway Group Entities (if applicable): For integrated services, back-end operations, analytics, and customer support systems.
3. Service Providers: For storage, analytics, delivery, payment processing, customer service, fraud prevention, etc.
4. Legal Requirements: Where required to comply with law, enforce agreements, prevent fraud, or protect vital interests.
5. Business Transfers: If Sunway Pharmacy undergoes restructuring, merger, acquisition, or asset transfer.

All partners are contractually obligated to follow this Privacy Policy and applicable data protection laws. We use contracts with all Partners and Service Providers to ensure equivalent data protection standards.

KEEPING DATA SECURE

We use technical and organizational measures to safeguard your Data and store it on secure servers. In case of suspected misuse, please contact us immediately.

RETENTION OF DATA

• We retain your Data as long as:
• Necessary to provide services,
• Required for legal, auditing, tax, or regulatory purposes,
• Allowed under applicable laws.

Backup copies may remain for compliance purposes even after deletion request

YOUR RIGHTS AND CHOICES

You may:

• Access, review, or modify your Data.
• Correct inaccurate information.
• Withdraw consent (where applicable).

Please notify us if your personal details change.

WHERE WE STORE DATA

Data collected is stored on secure servers located in India.

DATA SECURITY & BREACH MANAGEMENT

Sunway Pharmacy implements reasonable technical and organizational measures to protect your personal information from unauthorized access, misuse, loss, or disclosure. However, no electronic system is completely secure.

In the unlikely event of any data breach, security incident, or unauthorized access affecting your personal information:

• Sunway Pharmacy will immediately investigate the issue.
• We will take all necessary steps to contain, control, and rectify the breach.
• Where required under applicable law, we will notify affected users and the relevant authorities within the prescribed timelines.
• We will also take steps to strengthen system safeguards to prevent future incidents.

While we take reasonable precautions to protect your information, Sunway Pharmacy cannot be held liable for security breaches caused by circumstances beyond our reasonable control, including cyberattacks, server failures, or actions of third-party service providers.

PROCESSING YOUR DATA

We ensure all processing follows this Privacy Notice and applicable law.

APP PERMISSIONS WE CAPTURE

We may request permissions such as:

• Location – for service availability
• Camera – to upload prescriptions
• Media/Files – for prescription storage
• SMS/Receive SMS – for OTP verification
• WiFi State – for video consultation optimization
• Record Audio – for doctor consultations
• Bluetooth – for audio device routing during consultations

SEVERABILITY

If any provision is found invalid or unenforceable, the remaining provisions remain unaffected.

CHANGES TO THIS PRIVACY NOTICE

We may update this Privacy Notice periodically. Updated versions will be effective as soon as published. Continued use of our services indicates acceptance of the updated terms.

HOW TO CONTACT US

To access, review, update, or withdraw consent regarding your Data, please email:

support@sunwaypharmacy.in

We will respond within the legally prescribed timeline.

GRIEVANCE OFFICER

Name: Mrs Mythili Sathish
Email: support@sunwaypharmacy.in
Address: Grievance Officer, AH 37/39, 4th Ave, AH Block, Anna Nagar, Chennai, Tamil Nadu 600040