Privacy Policy

Effective Date: 7 July 2026

At INDI LAB, we respect your privacy and are committed to protecting the personal information and health-related information you provide when using our website, booking diagnostic tests, scheduling home sample collection, making payments, contacting customer support, or using our services.

This Privacy Policy explains how INDI LAB (“INDI LAB,” “we,” “us,” or “our”) collects, uses, stores, shares, and protects your information.

By accessing or using our website and services, you acknowledge that you have read and understood this Privacy Policy.

1. Information We Collect

We may collect information directly from you when you use our website, book diagnostic services, contact us, or otherwise interact with INDI LAB.

Personal Information

This may include:

• Full name
• Age or date of birth
• Gender, where required for diagnostic services
• Mobile number
• Email address
• Residential or sample collection address
• PIN code and location information provided for serviceability
• Patient and booking information

Health and Diagnostic Information

Depending on the services you book, we may process information such as:

• Diagnostic test and health package selections
• Sample collection details
• Test preparation information
• Diagnostic reports and test results
• Relevant health information voluntarily provided by you or required to deliver the requested service

Payment and Transaction Information

When you make a payment, payment processing may be handled by third-party payment service providers.

We may receive and retain limited transaction information, such as payment status, transaction reference, payment method, refund status, and billing details.

We do not intentionally store complete credit card, debit card, UPI PIN, CVV, or online banking credentials on our website.

Technical and Usage Information

When you visit our website, certain information may be collected automatically, including:

• IP address
• Browser and device information
• Operating system
• Pages visited
• Referring URLs
• Date and time of access
• Website interactions
• Cookies and similar technologies

2. How We Use Your Information

We may use your information to:

• Create, process, confirm, and manage diagnostic test bookings.
• Arrange home sample collection services.
• Communicate booking confirmations, appointment updates, preparation instructions, and service-related information.
• Process payments, cancellations, rescheduling requests, and eligible refunds.
• Facilitate diagnostic testing and delivery of reports.
• Provide customer support and respond to enquiries.
• Verify transactions and prevent fraudulent or unauthorized activity.
• Improve our website, services, customer experience, and business operations.
• Maintain records required for accounting, taxation, dispute resolution, and legal compliance.
• Send promotional communications where permitted by applicable law and your communication preferences.
• Protect the security, integrity, and availability of our website and services.

3. Health Information and Diagnostic Reports

Health information and diagnostic reports may contain sensitive personal data.

We process such information only where necessary to provide requested diagnostic services, facilitate laboratory testing, deliver reports, provide customer support, meet legal obligations, or for other purposes permitted by applicable law.

Access to diagnostic information should be limited to authorized persons, service providers, diagnostic laboratories, and other parties involved in delivering the requested service.

Please ensure that the mobile number, email address, and other contact information provided during booking are accurate and accessible only to authorized persons.

4. How We Share Your Information

We may share necessary information with trusted third parties when required to provide our services.

These parties may include:

• Diagnostic laboratories and laboratory service partners.
• Sample collection professionals and authorized phlebotomy service providers.
• Payment gateways and payment processing companies.
• Website hosting, cloud storage, software, communication, and technology service providers.
• SMS, email, WhatsApp, and customer communication providers.
• Analytics and advertising service providers, where applicable.
• Professional advisers, auditors, insurers, or consultants.
• Government authorities, regulators, law enforcement agencies, courts, or other parties where disclosure is required by law.

We aim to share only the information reasonably necessary for the relevant service or lawful purpose.

INDI LAB does not sell your personal information or diagnostic reports to third parties for monetary consideration.

5. Cookies and Similar Technologies

Our website may use cookies and similar technologies to:

• Enable essential website functionality.
• Remember user preferences.
• Maintain website security.
• Understand website traffic and performance.
• Improve website functionality and user experience.
• Measure advertising and marketing effectiveness, where applicable.

You may control or disable certain cookies through your browser settings. Disabling cookies may affect some website features.

6. Analytics and Advertising Services

We may use third-party analytics, advertising, and marketing technologies to understand website usage, measure campaign performance, improve our services, and display relevant advertisements.

These providers may collect technical information through cookies, pixels, tags, and similar technologies according to their respective privacy policies.

Where required by applicable law, we will seek appropriate consent before using non-essential cookies or similar tracking technologies.

7. Data Security

We use reasonable administrative, technical, and organizational safeguards designed to protect personal information against unauthorized access, disclosure, alteration, loss, misuse, or destruction.

However, no website, electronic communication, database, or method of internet transmission can be guaranteed to be completely secure.

Users should take appropriate precautions to protect their devices, passwords, email accounts, mobile phones, and other communication channels.

8. Data Retention

We may retain personal information, booking records, transaction information, diagnostic service information, and related records for as long as reasonably necessary to:

• Provide requested services.
• Maintain business and transaction records.
• Resolve complaints and disputes.
• Prevent fraud and misuse.
• Meet contractual obligations.
• Comply with applicable legal, regulatory, accounting, and taxation requirements.

When information is no longer reasonably required, we may securely delete, anonymize, or otherwise dispose of it in accordance with applicable requirements and our data retention practices.

9. Your Privacy Rights

Subject to applicable Indian law and permitted exceptions, you may have the right to:

• Request information about the personal data we process.
• Request access to your personal information.
• Request correction or updating of inaccurate or incomplete information.
• Request erasure of personal information where legally applicable.
• Withdraw consent where processing is based on consent.
• Raise a grievance regarding the processing of your personal information.
• Nominate another individual to exercise applicable rights in the event of death or incapacity, where provided by law.

To submit a privacy request or grievance, please contact us using the contact information provided below.

We may need to verify your identity before processing certain requests.

10. Children’s Privacy

Our website and diagnostic booking services are not intended to allow minors to independently enter into contracts or provide consent where parental or guardian consent is legally required.

Where diagnostic services are booked for a minor, the booking and necessary consent should be provided by a parent, legal guardian, or other authorized person.

11. Third-Party Websites and Services

Our website may contain links to third-party websites, applications, payment services, laboratory portals, or other external services.

INDI LAB is not responsible for the privacy practices, security, availability, or content of third-party websites and services.

We recommend reviewing the privacy policies of third parties before providing personal information to them.

12. Communications and Marketing Preferences

We may contact you regarding bookings, appointments, payments, sample collection, reports, customer support, security issues, and other service-related matters.

Where permitted, we may also send promotional communications about diagnostic tests, health checkup packages, offers, and services.

You may request to stop receiving promotional communications through the available unsubscribe mechanism or by contacting us.

Service-related communications necessary to complete or manage your booking may continue even if you opt out of promotional messages.

13. Changes to This Privacy Policy

We may update this Privacy Policy periodically to reflect changes in our services, business practices, technologies, or applicable legal requirements.

Any updated Privacy Policy will be published on this page with a revised effective date.

We encourage users to review this Privacy Policy periodically.

14. Governing Law

This Privacy Policy is governed by and interpreted in accordance with the applicable laws of India.

Any disputes arising in connection with this Privacy Policy will be subject to the jurisdiction of the competent courts in Kolkata, West Bengal, India, unless otherwise required by applicable law.

15. Contact Us and Grievance Redressal

If you have questions, concerns, complaints, or requests regarding this Privacy Policy or the processing of your personal information, you may contact:

INDI LAB

Address: 3/2, No. 2 Mukundapur Colony, Satyajit Kanan, Mukundapur, Kolkata, West Bengal – 700099, India

Phone / WhatsApp: +91 96125 57618

Website: www.indilab.co.in

Grievance Contact: INDI LAB Customer Support

We will make reasonable efforts to review and respond to legitimate privacy requests and grievances within the timelines required under applicable law.