MedEzee V3 — Hospital Information System Version 1.0 · Effective [OWNER: date of publication] · Last updated [OWNER: date]
MedEzee V3 is software that hospitals, clinics, laboratories and diagnostic centres ("Healthcare Providers") use to run their operations. This policy explains how [OWNER: S Solutions legal entity name] ("S Solutions", "we", "us") handles personal data in connection with the hosted MedEzee V3 service at medezee.com and its subdomains (the "Service").
If you are a patient, this policy is probably not the document you are looking for. Your medical records in MedEzee V3 belong to, and are controlled by, the hospital or clinic that treats you — not by us. We hold that data only on their instructions. Please ask your hospital for their privacy notice and direct requests about your records to them. Section 13.3 explains what we can and cannot do for you directly.
If you are a Healthcare Provider signing up for, evaluating or using MedEzee V3, this policy describes what we do with your organisation's and your staff's data, and the limits we place on ourselves in handling the patient data you entrust to us.
This policy does not apply to on-premise or locally installed deployments of MedEzee software, where we host nothing and hold no copy of your data. Section 16 covers those.
| Detail | Value |
|---|---|
| Entity | [OWNER: full registered name and constitution] |
| Registered address | [OWNER: address], Vellore, Tamil Nadu, India |
| GSTIN / CIN | [OWNER] |
| General contact | [OWNER: e.g. privacy@medezee.com] |
| Grievance Officer | [OWNER: name] · [OWNER: email] · [OWNER: phone] |
The Grievance Officer is our designated contact for privacy complaints under Rule 5(9) of the Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011, and will serve as our point of contact under the Digital Personal Data Protection Act, 2023 as its provisions commence. We aim to acknowledge every complaint within 3 working days and resolve it within 30 days.
Indian data protection law distinguishes between the party that decides why and how personal data is processed (the Data Fiduciary) and the party that merely processes it on instructions (the Data Processor). We are both, for different data:
3.1 — Account data: we are the Data Fiduciary. When your staff create accounts, when you subscribe and pay, when you contact support, when your users' browsers hit our servers — we decide what to collect and why. We answer for that data directly, and Sections 4.1, 5, 10 and 13 apply to it.
3.2 — Patient and clinical data: we are the Data Processor. You are the Data Fiduciary. Everything your staff enter about patients — demographics, clinical notes, diagnoses, prescriptions, lab and imaging results, bills, insurance claims — is processed by us only to provide the Service to you, only on your documented instructions, and for no purpose of our own.
This means:
The binding form of these commitments is Annex A (Data Processing Terms) of the MedEzee V3 Terms of Service, which forms part of your contract with us.
| Category | Examples | Source |
|---|---|---|
| Registration data | Organisation name, type and address; tenant code; admin name, designation, work email, mobile | You, at signup |
| Account & identity data | Usernames, hashed passwords, roles and permissions, branch allocation, login history, password-change history, lock/unlock events | You and the Service |
| Subscription & billing data | Plan tier, add-on packs, billing contact, billing address, GSTIN, invoices, payment status and references | You and our payment provider |
| Support data | Tickets, emails, chat and call notes, screenshots and logs you send us, remote-support session records | You, when you contact us |
| Technical and usage data | IP address, browser and device type, pages and features used, timestamps, error traces, performance telemetry | Automatically |
| Security data | Authentication events, failed login attempts, audit-trail entries attributable to a named user, anti-abuse signals | Automatically |
We do not ask your staff for government identity numbers, financial account numbers or any special-category data about themselves in order to use the Service. If your subscription includes the HR module, any such data your organisation enters about its own employees is Customer Data under Section 4.2 — we are a processor for it, exactly as with patient data.
We hold whatever your staff enter or upload. Depending on the modules you subscribe to that will typically include patient demographics and contact details; identifiers you choose to record; clinical notes, diagnoses, vitals and treatment records; prescriptions and medication administration; laboratory, radiology and pathology orders and results, including uploaded files and images; admission, ward, bed and discharge records; billing, payment, insurance and claim records; appointments and queue records; and, where enabled, employee records in the HR module.
We do not inspect, profile, index for our own purposes, or analyse the contents of Customer Data. Our staff access it only in the circumstances in Section 10.4.
We do not buy personal data from data brokers. We do not run advertising, advertising pixels or third-party marketing trackers on the authenticated Service. We do not sell personal data to anyone, in any form, at any price.
| Purpose | Basis |
|---|---|
| Creating and administering your account and user accounts | Performance of our contract with you |
| Providing, maintaining and securing the Service | Contract; our legitimate interest in a service that works |
| Billing, invoicing, tax records and recovering unpaid fees | Contract; legal obligation under Indian tax law |
| Responding to support requests | Contract; your consent when you send us data |
| Security monitoring, fraud and abuse prevention, audit trails | Legal obligation; legitimate interest |
| Service notices — outages, security advisories, changes to this policy, renewal and expiry | Contract; legal obligation |
| Product improvement using aggregated usage statistics (see Section 7) | Legitimate interest, subject to your opt-out |
| Marketing about MedEzee products to your business contacts | Consent — withdrawable at any time, with no effect on the Service |
Service notices are not marketing. You cannot opt out of being told that your system is down, that your subscription is expiring, or that there has been a security incident.
Stated plainly, because in healthcare software this is the question that matters:
If we ever intend to change any of these, we will give you at least 60 days' notice and a route to terminate without penalty. They are also written into Annex A of the Terms, so this is a contractual promise and not merely a statement of policy.
MedEzee V3 includes, or will include, features that draw on patterns across the whole platform rather than a single hospital — for example supplier reliability signals, bed-availability handshakes between participating hospitals, and group purchasing indicators.
These operate under strict limits:
We also compute aggregated statistics about how the Service is used — which screens, how often, how fast — to find bugs and prioritise work. These are counts and timings, not content.
Your data is visible to the users your tenant admin authorises, under the roles and branch allocations you configure. We do not control those decisions. Getting them right is your responsibility, and the audit trail records who saw what.
We use a small number of service providers. Each is bound by written terms no less protective than Annex A, may process data only on our instructions, and is listed here:
| Sub-processor | What it does | Data involved | Location |
|---|---|---|---|
| [OWNER: hosting provider] | Application and database hosting, backups | All Service data | [OWNER: region] |
| [OWNER: email/SMTP provider] | Transactional email — verification, password reset, notifications | Recipient name, email, message content | [OWNER] |
| [OWNER: SMS / WhatsApp provider] | OTP and patient notifications, where you enable them | Recipient mobile number, message content | India |
| Razorpay Software Private Limited | Subscription payment processing, when card/UPI payment is enabled | Billing contact, payment instrument data handled by Razorpay directly | India |
| Google LLC — reCAPTCHA | Bot protection on public forms [OWNER: confirm in production] | IP address, browser signals, interaction data | Global |
We maintain the current list at [OWNER: URL] and will give you at least 30 days' notice before adding a sub-processor that will handle Customer Data, during which you may object and, if we cannot resolve the objection, terminate the affected service without penalty.
AI and machine-learning providers: we do not currently send Customer Data to any third-party AI or large-language-model provider. [OWNER: confirm — strike or amend if untrue.] If we introduce AI-assisted features that would, they will be opt-in per tenant, disclosed here first, and governed by Section 6.2.
We may disclose data where compelled by a valid order of an Indian court or a lawful demand from a competent authority. Where the demand concerns Customer Data, we will notify you and give you a reasonable opportunity to respond or challenge it, unless we are legally prohibited from doing so or there is an immediate risk to life. We will disclose only the minimum the order requires, and we keep a record of such requests.
If the MedEzee business is acquired or merged, data may transfer to the acquirer, who will be bound by this policy until it is superseded by a notice giving you at least 30 days to object and exit. We will tell you before it happens, not after.
All Service data, including all Customer Data and all backups, is stored [OWNER: confirm — in India, in the ___ region]. Our support and engineering team operates from India.
[OWNER: If any component — a CDN, an email relay, an error-tracking service, reCAPTCHA — processes data outside India, it must be named here, with the country. Do not publish this section until it is true.]
No system is perfectly secure, and we do not claim otherwise. What we do claim is that we apply reasonable security practices proportionate to holding health data, and that we will tell you promptly when something goes wrong.
Customer Data. For as long as your subscription is active, under the retention rules you configure. We do not impose our own retention period on clinical records, because the applicable period is a matter of medical-records law and professional regulation that binds you — including the National Medical Commission's requirement to retain indoor patient records for at least three years from the commencement of treatment, and longer for medico-legal records. We will not delete Customer Data under you.
After termination. Your data remains available for export for 30 days after your subscription ends. After that we delete it from live systems within a further 60 days, and it ages out of encrypted backups within [OWNER: backup cycle, e.g. 90 days]. Where you instruct us to delete sooner, we will, subject to any legal obligation to retain.
Account data. Kept for the life of your account and for 3 years afterwards, to handle disputes, defend claims and meet audit obligations.
Billing records. Kept for 8 years, as Indian tax and company law requires.
Logs and security records. Kept for [OWNER: e.g. 180 days], then deleted or aggregated.
The authenticated Service uses cookies that are strictly necessary — a session cookie to keep you logged in, an anti-forgery token to prevent cross-site request forgery, and a cookie recording your active tenant when you have access to more than one. These cannot be turned off without breaking the Service, and they carry no advertising function.
The public pages may set a reCAPTCHA cookie from Google for bot protection [OWNER: confirm]. We run no advertising or cross-site tracking cookies anywhere.
Subject to the Digital Personal Data Protection Act, 2023 as its provisions commence, you may ask us to: confirm what personal data of yours we hold and why; correct or complete it; erase it where it is no longer needed and no law requires us to keep it; withdraw a consent you gave (which will not affect processing already carried out); and nominate someone to exercise these rights if you die or become incapacitated.
Write to the Grievance Officer in Section 2. We will verify your identity before acting, and will respond within 30 days.
Note that most of your account data exists because your employer asked us to create your account. Where a request would conflict with your employer's instructions or with an audit obligation — you cannot, for example, erase the audit trail of a clinical entry you made — we will tell you so and explain why.
You may access, export, correct and delete Customer Data at any time through the Service. You may instruct us in writing to do so on your behalf, and we will comply within a reasonable period. Annex A of the Terms sets out our obligations to assist you in answering your own patients' requests.
Please contact the hospital or clinic that treated you. They hold your records and they decide what happens to them. We cannot give you access to, correct, or delete your medical records on our own initiative — doing so would mean altering a clinical record behind the back of the clinician responsible for it, which is neither lawful nor safe.
If you have contacted your hospital and cannot get a response, you may write to our Grievance Officer. We will pass your request to the hospital and press them to respond, and we will tell you that we have done so. We will not act on your records ourselves without their instruction.
You can complain to the Data Protection Board of India once it is operational, and you retain your existing rights before the consumer forums and courts.
Accounts on the Service are for healthcare professionals and staff, and must be held by persons aged 18 or over. We do not knowingly create accounts for children.
Patient records in the Service routinely concern children — a hospital treats minors. Those records are Customer Data, and the lawful basis for holding them, including any parental consent the DPDP Act requires, is the treating hospital's responsibility as Data Fiduciary. We apply the same protections to them as to all Customer Data and we never use them for tracking, profiling or advertising, which the DPDP Act prohibits in respect of children in any case.
We will post any change here with a new version number and effective date. For changes that materially reduce your rights or expand our use of data, we will give you at least 30 days' advance notice by email to your tenant admin and a notice inside the Service, and you may terminate without penalty if you do not accept them. Every published version is archived and available on request, so you can always establish which version applied on a given date.
Where you run MedEzee on your own servers, we do not host, store, access or hold any copy of your data. You are the Data Fiduciary and the sole custodian. This policy applies only to:
Your obligations for security, backup, retention and breach notification for an on-premise install are yours alone. We will assist under a support contract; we do not assume them.
If we become aware of a personal data breach affecting the Service, we will:
We will not delay telling you in order to finish investigating.
This policy is governed by the laws of India. Disputes are subject to Section 22 of the MedEzee V3 Terms of Service.