Legal

Privacy Policy

How we collect, use, and protect your information.

Last updated: 1 June 2026  |  Effective date: 1 June 2026

Akentro Healthcare Private Limited ("PilMate", "we", "our", or "us") is committed to protecting your personal information and your right to privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our mobile application and website (collectively, the "Platform"). Please read this policy carefully.

1. Information We Collect

1.1 Information You Provide

  • Account information: name, email address, mobile number, date of birth, and gender.
  • Address information: delivery addresses, pincode, and location preferences.
  • Health information: prescriptions you upload, medicines you order, consultation records, and health conditions you disclose during consultations.
  • Payment information: billing details. We do not store full card numbers; payments are processed by PCI-DSS compliant payment gateways.
  • Identity documents: government-issued ID may be required for certain prescription validations.

1.2 Information Collected Automatically

  • Device information: device type, OS version, unique device identifiers.
  • Usage data: pages visited, features used, order history, and session duration.
  • Location data: approximate location (with your permission) for finding nearby pharmacies and enabling delivery.
  • Log data: IP address, browser type, referring URLs, and crash reports.

2. How We Use Your Information

We use the information we collect to:

  • Provide, operate, and improve our services.
  • Process medicine orders and manage deliveries.
  • Facilitate doctor consultations and prescription management.
  • Send transactional communications (order confirmations, delivery updates, appointment reminders).
  • Send promotional communications (with your consent; you can opt out at any time).
  • Verify prescriptions in compliance with Indian drug regulations.
  • Detect and prevent fraudulent transactions or misuse of the platform.
  • Comply with legal obligations under Indian law.

3. Sharing of Information

We share your information only in the following circumstances:

  • Partner Pharmacies: We share your order details (name, address, medicine list, and prescription) with the pharmacy fulfilling your order.
  • Doctors: We share your health information with the doctor you consult, solely for the purpose of that consultation.
  • Delivery Partners: We share your name, phone number, and delivery address with delivery personnel.
  • Payment Processors: Payment data is handled by our third-party payment gateway partners under strict confidentiality agreements.
  • Legal Authorities: We may disclose information if required by law, court order, or governmental authority.

We do not sell your personal data to any third party.

4. Data Retention

We retain your data for as long as your account is active or as needed to provide services. Health and prescription data is retained for a minimum of 3 years as required by the Drugs and Cosmetics Act, 1940. You may request deletion of your personal account data (excluding legally required records) by contacting us at customercare@akentrohealthcare.com.

5. Data Security

We implement industry-standard security measures including AES-256 encryption for data at rest, TLS 1.3 for data in transit, access controls, regular security audits, and incident response procedures. However, no system is 100% secure. Please protect your account credentials and notify us immediately of any suspected unauthorised access.

6. Your Rights

Under the Digital Personal Data Protection Act, 2023 (DPDP Act), you have the right to:

  • Access the personal data we hold about you.
  • Correct inaccurate personal data.
  • Erase your personal data (subject to legal retention obligations).
  • Withdraw consent for processing (this may affect service availability).
  • Nominate a person to exercise your rights in case of incapacity.

To exercise any of these rights, email customercare@akentrohealthcare.com.

7. Cookies and Tracking

Our website uses cookies to enhance user experience, analyse traffic, and remember your preferences. You can control cookie settings through your browser. Disabling cookies may affect some features of the website.

8. Refund Policy

Refunds are applicable in the following cases:

  • Wrong item delivered — full refund or replacement within 24 hours of delivery.
  • Damaged packaging on delivery — full refund upon photographic evidence submitted within 24 hours.
  • Order cancelled before dispatch — full refund within 5–7 business days.
  • Prescription rejected by pharmacist — full refund of prepaid amount within 3–5 business days.

Refunds are not applicable for medicines once dispatched, except in the cases listed above. To initiate a refund, contact customercare@akentrohealthcare.com or use the in-app help feature.

9. Children's Privacy

Our platform is not intended for children under the age of 18. We do not knowingly collect personal information from minors. If you believe a minor has provided personal information to us, please contact us immediately.

10. Changes to This Policy

We may update this Privacy Policy from time to time. We will notify you of material changes via email or an in-app notification. Continued use of the platform after changes constitutes acceptance of the updated policy.

11. Contact Us

For privacy-related queries, contact our Data Protection Officer: