1 Who we are
Life Axis India ("Life Axis India", "we", "us" or "our") is a healthcare facilitation platform that helps patients in India and abroad access treatment at India's leading accredited hospitals and verified specialists. The legal entity responsible for your information (the "data controller" / "data fiduciary") is Life Axis India, based in Bengaluru.
We are committed to protecting your privacy and handling your personal and health information responsibly. This policy applies to www.lifeaxisindia.com and any related pages, forms and services we operate (together, the "Services").
2 Scope of this policy
This policy covers information we collect from prospective and existing patients, Care Pass members, their family members or representatives, website visitors, and anyone who contacts us or submits an enquiry. It does not cover the independent privacy practices of the hospitals, clinics, doctors, laboratories, insurers, airlines or other third parties you may interact with during your care journey. Those parties are responsible for their own handling of your information.
3 Information we collect
Information you provide to us
- Contact details — your name, email address, phone/WhatsApp number and country or city, for example when you complete our "Book an Appointment" or Care Pass forms.
- Enquiry and medical details — information you choose to share about your condition, the treatment or second opinion you are seeking, your preferred city or hospital, and any medical reports or documents you upload.
- Care Pass details — for members in India, your preferred city, whether you have a hospital in mind, and your membership record (including a membership ID). Payment is handled by our payment partner (see Payments & Care Pass).
- Communications — the content of messages you send us by form, email, phone, WhatsApp or chat, and our correspondence with you.
- Consent records — the fact, date and scope of any consent you give (for example, ticking the consent box on our forms).
Information we collect automatically
- Usage and device data — pages viewed, links clicked, form submissions, referring URLs, approximate location, browser type, device and IP address, collected through cookies and similar technologies (see Cookies & tracking).
Information from third parties
- Treating hospitals, doctors and partners may share updates, treatment plans, estimates or appointment information with us so we can coordinate your care.
- Our payment partner confirms the status of a Care Pass payment (for example, success and a payment reference) so we can activate your membership.
4 How we use your information
We use your information to:
- Respond to your enquiry and contact you about your consultation, usually within 24 hours;
- Understand your medical needs and prepare indicative treatment options, second opinions and cost estimates;
- Coordinate with partner hospitals, doctors and service providers on your behalf;
- Assist with related arrangements such as appointments, medical-visa invitation letters, travel, accommodation and interpreter services (mainly for international patients);
- Process Care Pass payments, activate your membership, issue your membership ID and send your confirmation and receipt (for patients in India);
- Send you service messages and, where permitted, relevant updates or offers (see Email & communications);
- Operate, secure, analyse and improve our website and Services;
- Comply with legal, regulatory and record-keeping obligations and resolve disputes.
5 Legal bases for processing
Where data-protection laws such as India's Digital Personal Data Protection Act, 2023 (and the Information Technology Act, 2000 and its rules), or the EU/UK GDPR apply, we rely on one or more of the following grounds:
- Your consent — for example, when you tick the consent box, request a consultation, buy a Care Pass, or agree to receive marketing. You can withdraw consent at any time.
- Performance of a service you have asked us to provide (responding to and coordinating your enquiry, or providing your Care Pass membership).
- Legitimate interests — running, securing and improving our Services, where these are not overridden by your rights.
- Legal obligation — where we must process information to comply with applicable law.
For health and other sensitive information, we rely on your explicit consent or another lawful ground permitted for such data.
6 Health & sensitive information
Health information is sensitive. We only collect medical details and reports that you choose to share with us, use them solely to help coordinate your care, and share them only with the providers involved in that care or as you direct.
Please share only the medical information necessary for your enquiry. Any medical reports you upload are stored within our secure customer-relationship system and made available only to authorised team members and, with your consent, to the treating hospitals and specialists reviewing your case. You can ask us to delete documents you have shared at any time.
7 Payments & Care Pass information
The Care Pass is a paid membership available to patients in India. Payments are processed by our payment partner, Razorpay. Your card, UPI or bank details are entered directly with the payment provider and processed under their own privacy policy — we do not collect or store your full payment-card or UPI credentials.
From the payment we receive a confirmation and a payment reference, which we store with your membership record (name, contact details, preferred city, hospital preference and membership ID) so we can activate and support your membership and provide a receipt.
10 Email & communications
When you submit a form or buy a Care Pass, we send you service messages relating to your enquiry or membership — for example, a confirmation, a receipt or a follow-up from our care team — using our own email systems. Where you have opted in, we may also send occasional updates, health-travel information or offers. Every marketing email includes an unsubscribe link, and you can opt out at any time by clicking it or contacting us. We will still send essential service messages relating to an enquiry or membership you have with us.
11 International data transfers
We are based in India and serve patients worldwide, so your information will be processed in India and may be processed by our providers in other countries. Where we transfer personal data across borders, we take steps to ensure it remains protected in line with this policy and applicable law, for example by using providers that offer appropriate safeguards.
12 Data retention
We keep personal information only for as long as needed for the purposes described in this policy — to serve your enquiry, maintain your Care Pass membership, meet legal, accounting and record-keeping requirements, and resolve disputes — after which we delete or anonymise it. Retention periods vary by the type of data and the reason we hold it. You can ask us to delete information we no longer need to keep.
13 How we protect your data
We use reasonable technical and organisational measures to protect your information against unauthorised access, loss, misuse or alteration, including access controls and encryption in transit where appropriate. Payment details are handled by our payment provider over secure, encrypted connections. No method of transmission or storage is completely secure, so we cannot guarantee absolute security, but we work to protect your information and to address any incident promptly.
14 Your privacy rights
Depending on where you live, you may have the right to:
- Access the personal information we hold about you and request a copy;
- Correct inaccurate or incomplete information;
- Request deletion of your information;
- Object to or restrict certain processing, including direct marketing;
- Request portability of information you provided to us;
- Withdraw consent at any time, without affecting processing already carried out;
- Nominate another person to exercise your rights in the event of death or incapacity (under India's Digital Personal Data Protection Act, 2023);
- Lodge a complaint with your local data-protection authority or the Data Protection Board of India.
To exercise any of these rights, contact us using the details below. We may need to verify your identity before acting on your request, and we will respond within the timeframe required by applicable law.
15 Grievance & data-protection contact
If you have a privacy concern or wish to exercise your rights, you can reach our grievance contact:
We aim to acknowledge and resolve privacy grievances within the timeframe required by applicable Indian law.
16 Children's privacy
Our Services are intended for adults. We do not knowingly collect information from children under 18 without the involvement of a parent or legal guardian. Where we assist with a minor's treatment, we expect a parent or guardian to provide and manage the relevant information and consent. If you believe a child has provided us information without appropriate consent, please contact us so we can remove it.
17 Third-party links
Our site may link to third-party websites and services, including hospitals, partners and social media. We are not responsible for their content or privacy practices. We encourage you to review the privacy policy of any third-party site you visit.
18 Changes to this policy
We may update this policy from time to time to reflect changes in our practices or the law. We will post the updated version here and revise the "Last updated" date above. Significant changes may be communicated to you directly where appropriate.
19 Contact us
If you have questions about this policy or how we handle your information, please contact us: