Privacy Policy

Dr.20 is a healthcare service run by DR20 TRUST, a Public Charitable Trust registered under the Indian Trusts Act, 1882 (registration No. 4/2026/39, Sub-Registrar, Panagudi). DR20 TRUST decides how your information is used and is responsible for it.

This policy covers the Dr.20 mobile app and the website www.dr20.in. Our contact details are at the end of this policy.

We collect only what we need to provide care and run the service.

We do not use GPS or track your location; for home visits we use only the address you give us. We do not read your SMS messages, contacts or call logs, and we do not use advertising identifiers.

• To create and secure your account, and to sign you in with a one-time password.
• To book, schedule and deliver consultations, home visits and shifts, including assigning staff from your branch.
• To let the doctors and staff caring for you see the health information they need.
• To issue invoices and receipts, take payments and process refunds.
• To send you updates about your bookings and payments by push notification and SMS.
• To handle support requests, complaints and grievances.
• To keep the service safe, prevent fraud and misuse, and meet our legal duties, such as medical record, tax and cyber security rules.
• To understand how the service is used, using combined figures that do not identify you, so that we can improve it.

We do not sell your information. We do not show advertising, and we never use your health information for marketing.

• Doctors at your branch can see the records of that branch’s patients.
• Nurses, physiotherapists, caregivers and counsellors can see the records only of the patients assigned to them.
• You can see your own records, and the records of family members you manage in your account.
• Everyone who works with the Trust must keep patient information confidential.

We share information only when it is needed, and only as much as is needed:

• With service providers who work for us under contract: cloud hosting in India, SMS and notification delivery, and payment gateways. They may use the information only to provide their service to us.
• With a partner clinic or lab, when you book with that clinic or your doctor refers you for tests. They receive only the details needed for that booking or referral.
• With government authorities, courts or regulators, when the law requires it.

We do not share your information with anyone else without your permission.

• We ask for your consent before we collect health information. You can withdraw your consent at any time. This does not affect care already given, but we may not be able to continue some services.
• When you book for someone else, you must have their permission to share their details with us.
• A person under 18 cannot create their own account. A parent or guardian can add a child as a family member, and we ask for the verifiable consent of the parent or guardian before we process the child’s information. We do not track children or show them advertising.

You can ask us to:

• Give you a copy of your information and tell you whom we have shared it with.
• Correct, complete or update information that is wrong or out of date.
• Delete your information, except the records we must keep by law (see “How long we keep information”).
• Let a person you nominate use these rights for you if you die or can no longer use them yourself.
• Resolve a complaint about how we handle your information.

You can do most of this in the app, or by contacting our Grievance Officer. We acknowledge requests within 24 hours and aim to complete them within 7 days.

• Information is encrypted while it travels between the app and our servers, and while it is stored.
• Access to health records is limited by role, and access is logged.
• Our servers are located in India, and we keep regular backups.
• Everyone who works with the Trust is bound to keep information confidential.
• If a data breach affects you, we will inform you and the authorities as the law requires.

Information we must keep after you delete your account is stored securely, used only for the legal reason it is kept, and deleted or anonymised at the end of that period.

www.dr20.in is an information website. It does not use cookies, analytics, advertising or third-party tracking, and it does not ask for your personal information. Our hosting provider may keep standard server logs, such as IP addresses, for security.

When we change this policy, we update the version number and date at the top of this page. We will tell you in the app before an important change takes effect.

For privacy questions, requests or complaints, contact our Grievance Officer:

If you are not satisfied with our response, you may complain to the Data Protection Board of India once its complaint process applies, or approach any other authority the law allows.

• How to raise a grievance
• Request Account Deletion