Privacy Policy & Refund Policy

Privacy Policy

Effective Date: August 11, 2025

RML Mehrotra Pathology
B-171 Nirala Nagar, Lucknow – 226020
Phone: 0522-4034100 | Email: rmllabs@hotmail.com
Website: https://www.rmlpathology.com

RML Mehrotra Pathology (“we”, “our”, “us”) is committed to protecting the privacy of visitors to our website (https://www.rmlpathology.com) and users of our mobile applications available on the Google Play Store and the Apple App Store (the “Apps”). This Privacy Policy explains how we collect, use, disclose, and protect your information when you use our Services.

1. Information We Collect

We collect the following types of information:

• Personal Information: name, date of birth, gender, contact details (phone, email, address), government ID details (if required), and billing information processed via third-party payment gateways.
• Medical Information: test requests, prescriptions, sample collection details, diagnostic test results, medical history related to tests and reports.
• Technical & Usage Data: IP address, device model, operating system version, app usage metrics, crash logs, and analytics data.
• Location Data: Only if you explicitly permit the App to access device location (used for sample pickup/collection routing).
• Media & Files: only if you upload images/documents (for example, prescriptions or identity documents) through the App.
• Sensitive Health Data: medical test results and related health information required to provide diagnostic services. We treat this data with the highest confidentiality.

2. How We Use Your Information

We use the information we collect to:

• Process test bookings, sample pickups, and deliver test reports.
• Maintain medical records and comply with applicable laws and accreditation requirements (e.g., NABL).
• Provide customer support and appointment reminders.
• Improve and personalize the Apps and Services, and for analytics and debugging.
• Send transactional messages and marketing communications where you have provided consent.

3. App Store Privacy Details

To comply with Google Play and Apple App Store requirements, below is a summary of data categories collected and their purposes. Specific permissions will be requested at runtime by the App.

4. Legal Basis & Retention

We retain medical records and related personal information as required by applicable law. Where retention is not legally required, we keep data only as long as necessary to provide services and for legitimate business purposes.

5. Data Sharing & Disclosure

We do not sell personal data. We may share data with:

• Authorized healthcare professionals for diagnosis, reporting and treatment.
• Regulatory or governmental authorities, when required by law.
• Accreditation or audit bodies (e.g., NABL) during inspections.
• Service providers (payment processors, couriers, cloud hosting, analytics) are bound by contractual confidentiality obligations.

6. App Permissions & User Controls

The App will request permissions that are necessary for functionality. You can manage or revoke permissions through your device settings. Example permissions include Location, Camera, Storage, and Phone.

7. Security

We implement administrative, technical and physical safeguards to protect personal and medical data, including SSL encryption, access controls, and secure servers. Access to medical records is restricted to authorized personnel only.

8. Analytics & Third-Party Services

We may use third-party analytics providers (e.g., Google Analytics, Firebase, Crashlytics) to understand app usage and improve our Services. These third parties process data according to their privacy policies.

9. Children’s Privacy

Our Services are intended for users aged 18 and above. For minors, a parent or guardian must provide consent for any medical services or data processing.

10. Your Rights

You may:

• Access your personal and medical data.
• Request correction of inaccurate information.
• Request deletion of personal data (subject to legal retention requirements).
• Withdraw consent for marketing communications at any time.

11. International Transfers

If data is processed or stored outside India, we ensure appropriate safeguards and contractual protections are in place.

12. Changes to This Policy

We may update this policy from time to time. The updated policy will be posted on https://www.rmlpathology.com with a revised Effective Date.

13. Contact Us

RML Mehrotra Pathology
B-171 Nirala Nagar, Lucknow – 226020
Phone: 0522-4034100
Email: rmllabs@hotmail.com
Website: https://www.rmlpathology.com

By using our Services, you acknowledge that you have read and understood this Privacy Policy.

Refund Policy

Effective Date: 11 August 2025

At RML Mehrotra Pathology, we strive to ensure that our patients receive accurate and timely diagnostic services. This Refund Policy outlines the conditions under which a refund may be issued for tests booked through our website (www.rmlpathology.com) or mobile applications on Google Play Store and Apple App Store.

1. Eligibility for Refund

Refunds may be provided under the following circumstances:

• The test was cancelled by RML Mehrotra Pathology due to technical or operational reasons.
• The test request was cancelled by the patient before sample collection or appointment time.
• Payment was charged more than once for the same test or service due to a technical error.
• The requested test cannot be processed due to insufficient sample quantity/quality and no repeat collection is possible.

2. Non-Refundable Situations

Refunds will not be provided if:

• The test has been processed, and the report has been generated.
• The patient provides an incorrect sample or incorrect personal details, leading to test invalidation.
• Cancellation requests are made after sample processing has begun.

3. Refund Process

• Eligible refunds will be processed within 7–10 business days from the date of approval.
• Refunds will be credited to the original mode of payment (e.g., bank account, credit/debit card, UPI wallet).
• A confirmation email/SMS will be sent once the refund has been processed.

4. How to Request a Refund

To request a refund, please contact us via any of the following:

• Address: B-171, Nirala Nagar, Lucknow – 226020, Uttar Pradesh, India
• Phone: +91 522 4034100
• Email: rmlpabs@hotmail.com

Please include:

1. Order ID / Booking Reference
2. Test Name
3. Reason for Refund Request
4. Proof of Payment (receipt/transaction ID)