Privacy policy

1. What we collect

When you book or contact us:

• your name, mobile number and, if you give it, your email address
• your preferred clinic, day and time
• anything you choose to tell us about your symptoms or condition in the form, on the phone or on WhatsApp

When you visit a clinic: your medical history, symptoms, examination findings, treatment records, scan and lab reports you share, and payment and insurance details. These are kept in your clinical record in our secure ERP system.

When you use the website: technical information such as your device, browser and pages visited, through cookies and similar technologies. The tools we use include Meta Pixel (to understand how visitors who arrive from Facebook or Instagram use our site), Google Analytics and other Google tools (to monitor overall site traffic and usage patterns), and embedded content such as Google Maps, Google reviews (shown through Trustindex, a third-party review widget service) and YouTube videos.

2. Health information

Information about your health is especially sensitive. We collect it only to assess and treat you, and to respond to your enquiry. Please share only what's needed in the booking form; you can give us full details at your assessment.

3. Why we use your data

• to respond to your enquiry and arrange your appointment
• to assess and treat you, and keep clinical records
• to send appointment confirmations, reminders and follow-up messages
• to provide documents for insurance claims, at your request
• to meet legal and regulatory obligations
• to improve our website and services
• to send you health information or promotional offers, only with your separate consent, which you can withdraw at any time

4. Consent

Where we rely on your consent, we'll ask for it clearly, for specific purposes. You can withdraw consent at any time by contacting us (see section 10). Withdrawing consent doesn't affect processing already carried out, and we may need to keep some records where the law requires it. We don't use information you submit through an enquiry form for advertising targeting without your consent.

5. Children

We treat children and teenagers. If you book for someone under 18, we'll ask for the consent of a parent or lawful guardian, and we'll communicate with them about the child's care. The website isn't intended for children to use on their own.

6. Who we share data with

We don't sell your personal data. We share it only where needed:

• within Maana Health and our clinics, to provide your care
• with service providers that help us run our services, such as booking, messaging, IT and hosting providers, under contracts that require them to protect your data
• with your insurer, at your request, for your claim
• with doctors or hospitals, where you ask us to or where it's needed for your care
• with authorities, where the law requires it

7. Where your data is stored

Your data is stored in India, on secure servers. Our service providers may process data in India and other countries, but only where we are satisfied that your data receives an equivalent level of protection. We don't transfer your personal data outside India except as needed to provide our services, and always with appropriate safeguards.

8. How long we keep it

We keep personal data only as long as needed for the purposes above or as required by law. For enquiries that don't lead to an appointment, we keep the data for up to 1 year. For clinical records and payment records, we keep them for up to 5 years from your last visit or contact with us, in line with medical record-keeping requirements. We may keep anonymized data for longer for research and quality improvement.

9. Security

We use reasonable security safeguards to protect your data from unauthorised access, loss or misuse. If a personal data breach affects you, we'll inform you and the relevant authorities as the law requires.

10. Your rights

Subject to applicable law, you can ask us to:

• tell you what personal data we hold about you and how we use it
• correct or update inaccurate data
• erase data we no longer need to keep
• withdraw consent
• nominate someone to exercise your rights if you're unable to

You can also raise a grievance with us, and, if you're not satisfied with our response, complain to the Data Protection Board of India.

Contact for privacy requests and grievances: Ansu Susan Kuriakose, quality@maanahealth.com, +91 99950 09403, 67/2997, 2nd Floor, Metro Plaza Building, Market Road, Kochi - 682018, Kerala, India.

11. Cookies

We use cookies and similar technologies to understand how visitors use our site, for example through Meta Pixel and Google Analytics. Embedded Google Maps may also set cookies. Our Google reviews are shown through Trustindex, which loads the reviews from Google when a page opens. Patient video stories load from YouTube (youtube-nocookie.com) only when you press play; until then your browser makes no request to YouTube. When you press play, YouTube and Google may set cookies and collect information such as your IP address and device details, under their own privacy policies. You can manage cookies through your browser settings at any time, though disabling them may affect your experience of the site. We don't use a cookie banner; the cookie preferences you set in your browser apply to all Maana Spine sites.

12. Changes to this policy

We may update this policy. The "last updated" date shows when it last changed. Where changes are significant, we'll let you know through our website or by other means.

13. Governing law

This policy is governed by the laws of India. Courts at Kochi, Kerala have jurisdiction.