Privacy Policy

Last Updated: 19-02-2026

This Privacy Policy explains how neoskin (“we”, “us”, “our”), a cosmetic hospital/aesthetic clinic located at Road Number 1, MIG 1, KPHB Phase 9, Kukatpally, Hyderabad, Telangana 500072, collects, uses, shares, stores, and protects personal information when you:

  • visit our hospital/clinic or any branch,

  • book appointments or request consultations,

  • use our website neoskinkukatpally.com and related pages,

  • call, WhatsApp, email, or message us,

  • use our patient support/portal (if any),

  • participate in promotions, surveys, events, or campaigns,

  • receive treatments, procedures, surgeries, diagnostics, or aftercare.

We respect patient privacy and confidentiality as a core medical duty (including patient rights around confidentiality and privacy).

1) Who We Are (Data Fiduciary / Data Controller)

Entity Name: neoskinkukatpally
Registered Address: Road Number 1, MIG 1, KPHB Phase 9, Kukatpally, Hyderabad, Telangana 500072
Contact: +91 9618094830, [email protected]

Under India’s privacy framework, we generally act as the organization determining why and how personal data is processed (often called a “data fiduciary”).

2) Scope of This Policy

This Policy applies to information collected:

  • Online: website forms, chat/WhatsApp, cookies, lead forms, appointment forms

  • Offline: reception forms, consent forms, medical history forms, calls, CCTV

  • Clinical: consultations, diagnosis, procedures, lab reports, prescriptions, imaging, before/after photos (with consent), follow-ups

This Policy does not cover third-party websites/apps that may be linked from our site (e.g., payment gateways, maps, social platforms). Their privacy practices are governed by their own policies.

3) Key Definitions

  • Personal Data: any data about an identifiable person (e.g., name, phone, address).

  • Sensitive Personal Data / Health Data: medical records, history, diagnosis, lab reports, treatment details, images relating to treatment, etc. Indian rules have historically treated medical records and health information as sensitive.

  • Processing: collecting, storing, using, sharing, deleting, or otherwise handling data.

4) What Information We Collect

A) Identity & Contact Information

  • Name, gender, age/date of birth

  • Phone number, email address

  • Address/city/state, pin code

  • Emergency contact (if provided)

  • Government ID (only if required for billing, insurance, legal compliance, or medico-legal cases)

B) Appointment & Communication Data

  • Appointment date/time, doctor preference

  • Reason for visit (if you share)

  • Call recordings (where enabled and disclosed)

  • WhatsApp/SMS/email communications and reminders

C) Health & Treatment Information (Highly Confidential)

  • Medical history, allergies, medications, prior surgeries

  • Clinical notes, diagnosis, treatment plan

  • Procedure details (cosmetic dermatology, hair transplant, plastic surgery, dental aesthetics, laser procedures, etc.)

  • Prescriptions, test orders, lab reports, radiology/imaging reports

  • Vitals and progress notes

  • Post-op/aftercare notes and follow-up outcomes

D) Photos, Videos, Imaging & Aesthetic Assessments

Because we are a cosmetic hospital, we may collect:

  • before/after photos, procedure-area photos, clinical documentation images

  • treatment progress images (e.g., hair growth tracking)

  • facial/skin analysis images (where applicable)

We do not publish your identifiable images without your explicit consent. (See “Marketing & Testimonials”.)

E) Billing & Payment Data

  • Invoice details, receipts, package details

  • Partial card information may be handled by payment gateway (we typically do not store full card details)

  • Insurance/TPA details (if applicable)

F) Website & Device Data (Online)

  • IP address, browser type, device information

  • pages visited, time spent, referral source

  • cookies and tracking pixels (see Cookies section)

G) CCTV & On-Premises Security

  • CCTV footage in reception/common areas for safety and security (not in sensitive clinical areas where privacy is expected, unless legally required and clearly disclosed).

5) How We Collect Information

We collect data when you:

  • fill forms online/offline,

  • call or message us,

  • visit for consultation/procedure,

  • share documents (reports, prescriptions, IDs),

  • consent to photos for clinical record or marketing,

  • use our website (cookies/logs).

6) Why We Use Your Information (Purposes)

We process personal information for:

A) Medical Care & Clinical Operations

  • registration and appointment management

  • consultation, diagnosis, treatment, procedures, surgery, aftercare

  • maintaining medical records and continuity of care

  • internal clinical reviews for quality and safety

Confidential handling of patient information is a recognized patient right and standard expectation.

B) Patient Support & Communication

  • reminders for appointments, pre-procedure instructions, follow-ups

  • responding to your questions, requests, and complaints

C) Billing, Packages, and Financial Records

  • invoices, payments, refunds (if applicable)

  • packages, subscriptions, and membership plans

  • audits and accounting

D) Legal, Safety, and Regulatory Compliance

  • complying with applicable laws, lawful requests, and court orders

  • handling medico-legal matters when necessary

  • maintaining records for required periods and safety standards

E) Security & Fraud Prevention

  • verification, preventing misuse of services

  • protecting patients, staff, and assets

F) Marketing (Only With Appropriate Consent/Options)

  • sharing offers and updates (SMS/WhatsApp/email) where permitted

  • testimonials, reviews, success stories (only with explicit consent)

  • ads measurement (e.g., conversion tracking) where applicable (with cookie/consent choices)

7) Legal Basis / Permission for Processing (Plain-English)

Depending on the situation, we process your information because:

  • You consented (e.g., elective cosmetic procedures, sharing medical history, before/after photography, marketing communication). Consent is a key basis under India’s privacy approach, especially for sensitive information.

  • It’s necessary to provide services you requested (appointments, consultations, treatment).

  • We must comply with law (recordkeeping, statutory obligations).

  • It’s necessary for emergencies / vital interests (where urgent care is required).

Where the law requires, we provide notice, allow withdrawal of consent, and offer grievance redressal channels.

8) Patient Confidentiality

We treat your medical and personal information as confidential. Access is restricted to authorized staff and clinicians who need it for care, operations, or legal compliance.

Patient rights frameworks emphasize confidentiality and privacy during care.

9) Before/After Photos, Videos, and Testimonials (Very Important for Cosmetic Clinics)

A) Clinical Documentation

We may capture images to:

  • plan treatment,

  • track progress,

  • maintain accurate medical records.

These are stored securely and treated like confidential medical records.

B) Marketing / Social Media / Website (Only With Explicit Consent)

We will not publish identifiable photos/videos (face, unique marks, name, voice) unless you give clear written consent (paper or digital). Your consent may specify:

  • where it will be used (Instagram, YouTube, website, ads),

  • whether face is visible or blurred,

  • whether name is mentioned or anonymous,

  • how long we can use it.

You can withdraw this consent later. If withdrawn, we will stop future use; however, complete removal from all third-party platforms or already-printed materials may take time and may not always be fully possible (we will still make reasonable efforts).

10) WhatsApp, SMS, Calls & Email

If you share your number/email, we may send:

  • appointment confirmations,

  • reminders,

  • pre/post-procedure instructions,

  • invoices/receipts,

  • important service updates.

Marketing messages (offers/packages) may be sent only if you opt in or where permitted, and you can opt out anytime by replying STOP or contacting us.

Call recording (if enabled) is used for quality, training, appointment verification, and dispute resolution, and we will disclose it where legally required.

11) Cookies, Tracking, and Online Advertising

Our website may use:

  • essential cookies (site functionality),

  • analytics cookies (understand site traffic),

  • advertising pixels (measure ad performance, retargeting).

Your Choices

Where required, we provide cookie choices and allow you to:

  • accept all cookies,

  • reject non-essential cookies,

  • change preferences later.

You can also control cookies in your browser settings.

12) Sharing of Information (When and With Whom)

We may share information only as needed, such as:

A) Doctors, Staff, and Clinical Teams

To provide treatment and aftercare.

B) Labs, Diagnostic Centers, and Imaging Partners

For tests/reports ordered or requested by you.

C) Service Providers (Data Processors)

Examples:

  • appointment/CRM software,

  • cloud hosting and storage,

  • SMS/WhatsApp providers,

  • payment gateways,

  • website analytics providers,

  • IT support.

They are permitted to use data only to provide services to us and must follow confidentiality and security obligations.

D) Insurance / TPA (If Applicable)

For claims processing, approvals, and documentation.

E) Legal / Regulatory Requests

We may disclose information if required by law, court orders, or lawful government requests.

F) Business Changes

If we undergo a merger, acquisition, restructuring, or asset sale, relevant data may be transferred with appropriate protections.

13) International Patients & Cross-Border Transfers

If you are an international patient or if our service providers store/process data outside India, we may transfer data across borders subject to appropriate safeguards and applicable law requirements.

14) Data Security Measures

We use reasonable safeguards to protect personal and medical data, such as:

  • role-based access controls,

  • staff confidentiality obligations,

  • secure storage (physical and digital),

  • encryption where feasible,

  • backups and incident response procedures,

  • limited access to photo archives and medical records.

No system is 100% secure, but we work to reduce risk and respond quickly to suspected breaches.

15) Data Retention (How Long We Keep Information)

We keep personal and medical records only for as long as needed for:

  • treatment continuity,

  • legal/regulatory compliance,

  • dispute resolution,

  • internal audit and safety.

Medical records often need to be retained for multiple years. In India, some official guidance has referenced retaining indoor patient records in digitized form for at least 10 years, subject to availability and applicable rules.

Retention may be longer for:

  • medico-legal cases,

  • insurance claims,

  • ongoing treatment packages,

  • legal holds or disputes.

When retention is no longer necessary, we securely delete or anonymize data.

DPDP principles also include erasing data when the purpose is met unless retention is needed for legal compliance.

16) Your Rights & Choices

Subject to applicable law, you may have rights to:

  • Access information we hold about you

  • Correction of inaccurate or outdated information

  • Deletion/Erasure in certain cases (where not required to retain by law)

  • Withdraw consent (especially for marketing or optional photo usage)

  • Grievance redressal through our Grievance Officer process

How to request

Send an email to [privacy email] with:

  • your name + phone number used at registration,

  • what you want (access/correction/deletion),

  • any supporting documents for verification.

We may need to verify identity before fulfilling requests (to protect your privacy).

Note: Some data cannot be deleted immediately if we must retain it for legal compliance or patient safety.

17) Grievance Officer / Complaints

If you have questions, concerns, or complaints about privacy:

Grievance Officer: [Name]
Email: [Email]
Phone: [Phone]
Address: [Address]
Working Hours: [Days/Times]

We aim to respond within a reasonable time and as required under applicable rules (some frameworks historically mention resolution within about a month for certain grievances).

18) Children / Minors

If the patient is a minor, we may require:

  • parent/guardian details,

  • guardian consent for treatment/procedures,

  • additional verification for elective cosmetic procedures.

We do not knowingly market elective cosmetic procedures directly to children.

19) Third-Party Links and Social Media

Our website may contain links to third-party sites (Instagram, YouTube, payment providers). We are not responsible for their privacy practices. Please review their policies.

20) Changes to This Privacy Policy

We may update this Policy from time to time. The “Last Updated” date will change accordingly. Significant changes may be notified via our website or clinic notice.

21) Contact Us

For privacy-related queries:
neoskinkukatpally
Address: Road Number 1, MIG 1, KPHB Phase 9, Kukatpally, Hyderabad, Telangana 500072
Phone: +91 9618094830
Email: [email protected]