Privacy Policy

• When you book: patient name, mobile number, email address (required for online consultations so we can send the video call invitation), age, gender, the reason for your visit if you choose to share it, whether you want WhatsApp updates, and the date, time and type of appointment.
• When you pay online: Razorpay collects your payment details directly. We receive only the order and payment references, amount, payment status and any refund status.
• During an online consultation: the video call runs on Google Meet. We do not record consultations. Clinical notes and prescriptions the doctor makes form part of your medical record.
• When you post a review: the name you enter, your star rating, your review text and, optionally, the treatment you received.
• When you contact us by phone, WhatsApp or email: the details in your message.
• Automatically: your IP address and basic browser information, used to keep the website secure and to stop spam and repeated automated bookings. Rate-limit records store the IP address in a one-way hashed form.

Health information, such as the reason for your visit, is sensitive. Share only what you are comfortable sharing online; the doctor will take a full history during your consultation.

• To schedule, confirm, reschedule or cancel your appointment and hold your time slot while you pay.
• To provide your consultation and follow-up care, including preparing prescriptions and advice.
• To process payments, refunds and payment disputes.
• To send you appointment confirmations and updates, and to create the video call link for online consultations.
• To publish and moderate patient reviews, and reply to them.
• To answer your questions and requests.
• To keep the website secure, prevent fraud and misuse, and fix technical problems.
• To meet our legal, medical record-keeping, tax and accounting obligations.

We do not sell or rent your personal data, and we do not use it for advertising or share it with advertisers.

You give consent for us to process your information for the purposes above when you submit a booking, pay, or post a review. We may also process information without separate consent where the law allows it, for example to respond to a medical emergency or to comply with a legal obligation.

You can withdraw your consent at any time by contacting us at ent.neoclinic@gmail.com. Withdrawal does not affect processing that has already taken place, and we may still need to keep records that the law requires. If you withdraw consent before an appointment, we may not be able to keep the booking.

• When a booking is confirmed, Dr. Saxena receives a WhatsApp message with the patient's name, mobile number, appointment time and reason for visit so he can prepare.
• You receive WhatsApp confirmations and cancellation notices only if you keep the WhatsApp updates option ticked when booking. Untick it to opt out, or ask us to stop at any time.
• Each appointment is added to the doctor's Google Calendar. For online consultations a Google Meet link is created, and if you give your email address, Google sends you a calendar invitation.
• WhatsApp messages are sent through Meta's WhatsApp Business Platform. Calendar entries and video calls use Google Calendar and Google Meet.

We share personal data only with service providers who process it on our behalf to run the booking system, and only as much as they need:

• Razorpay Software Private Limited, for online payments and refunds.
• Google (Google Cloud, Google Calendar and Google Meet), for our secure database, the doctor's appointment calendar and online video consultations. Google Maps and Google reviews shown on our pages are loaded from Google.
• Meta Platforms, through the WhatsApp Business Platform, for appointment notifications.
• Vercel, which hosts this website.

We may also disclose information to Fortis Hospital, Noida or another hospital or laboratory when it is needed for your treatment (for example an admission, surgery or test) and you agree to it, and to government authorities, courts or regulators when the law requires us to.

• Reviews you submit on this website show the name you enter, your rating, your review and the treatment if you add it. Use only your first name or initials if you prefer.
• The clinic checks reviews before publishing them. We do not edit what you write, but we may decline or remove reviews that include someone else's health information, personal contact details, abusive, defamatory or promotional content, or that are not based on a genuine experience.
• We may reply publicly to a review.
• A review posted here is not posted on Google. Google reviews shown on our website are fetched from Google when you view them, are subject to Google's terms, and are not stored by us.
• You can ask us to remove your review at any time.

The public website does not use advertising or cross-site tracking cookies. Your browser may store small preferences for the website to work properly. Your booking confirmation page is opened with a private link, so keep that link to yourself. Staff pages use a secure login cookie that is not set for patients. If we add analytics in future, we will update this policy first.

• Appointment and consultation records are kept as part of your medical record for as long as needed for your ongoing care and for the periods required by medical, legal and regulatory requirements.
• Payment and refund records are kept for the period required by Indian tax and accounting laws (generally up to 8 years).
• Booking requests that were never paid or confirmed are kept only as long as needed to resolve payment queries and prevent misuse, and are then deleted.
• Reviews stay published until you ask us to remove them or we stop displaying them.
• Security logs and rate-limit records are kept for short periods only.

The website uses encrypted HTTPS connections. Our database cannot be accessed directly from the internet and only the booking system can read or write it. The admin panel is password protected and limited to the clinic. Card and UPI details are handled by Razorpay and never reach our servers. No system is completely secure, but we review our safeguards and will notify you and the authorities of a personal data breach as the law requires.

Subject to the law, you have the right to:

• ask what personal data we hold about you and how we use it;
• ask us to correct, complete or update it;
• ask us to delete it, unless we must keep it for your treatment or by law;
• withdraw your consent;
• have your grievances addressed by us; and
• nominate another person to exercise these rights if you die or become unable to do so.

To make a request, email ent.neoclinic@gmail.com or call +91 70110 36165 from your registered mobile number so we can verify your identity. We will respond within the time required by law. If you are not satisfied with our response, you may complain to the Data Protection Board of India.

Appointments for patients under 18 must be booked by a parent or legal guardian, who gives consent on the child's behalf and should accompany the child in the clinic or on the video call. We do not knowingly accept bookings or reviews from children without a parent or guardian.

We aim to store your data in India. Some of our service providers, such as Google, Meta, Vercel and Razorpay, may process data on servers in other countries under their own security and contractual safeguards, and subject to any restrictions notified by the Government of India.

We may update this policy when our services or the law change. The date at the top of this page shows when it was last updated. Significant changes will be highlighted on the website.

For any question, request or grievance about your personal data, contact the Grievance Officer, NEO ENT Clinic, 117-A, Gyan Khand-4, Kala Pathar Road, near Mangal Chowk, Indirapuram, Ghaziabad, Uttar Pradesh 201014. Email ent.neoclinic@gmail.com or call +91 70110 36165. Please use the subject "Privacy request" or "Grievance" so we can route it quickly.