Privacy Policy

• This Privacy Policy ("Policy") articulates our unwavering commitment at Torrent Diagnostics Limited ‘TDL’ to respect and protect your privacy while recognizing the importance of safeguarding your personal and sensitive data. This Policy governs your access to and use of the services provided through our official website, www.torrentdiagnostics.com, and associated mobile applications (hereinafter collectively referred to as the “Website/App”).

  By choosing to visit, navigate, or utilize any services offered through the Website/App, or by reviewing this Policy and our accompanying Terms of Use, you acknowledge and accept this Privacy Policy and the Terms of Use, which set out the terms and conditions for using the Website/App or availing our Services. You expressly provide your free, specific, informed, unconditional, and unambiguous consent to the collection, use, processing, and disclosure of your Personal Information in accordance with this Privacy Policy. Such acceptance shall constitute a valid and binding agreement to the processing of your data as described herein.

  IF YOU DO NOT AGREE WITH THE TERMS OF THIS PRIVACY POLICY, PLEASE REFRAIN FROM ACCESSING OR USING THE WEBSITE/APP OR ANY OF OUR SERVICES.

  For the purpose of this Policy:

  • The terms “you,” “your,” “user,” or “customer” refers to any individual, patient, caregiver, medical professional, representative, or any entity that accesses or uses the Website/App for any reason—be it for information, booking diagnostic services, or availing other offerings.
  • The terms “we,” “us,” “our,” or “Company” refers specifically to Torrent Diagnostics Limited, including its subsidiaries, affiliates, group entities, authorized partners, and associated personnel.

  This Privacy Policy provides comprehensive overview of the types of personal and sensitive information we collect when you use our digital platforms or use our diagnostic services—whether online, via the app, or in person. It outlines how we reasonably collect, store, and use that information responsibly, and under what limited circumstances, if any, it may be shared with trusted third parties.

  Although this document may appear extensive, it is intended to offer full transparency. We believe that you deserve to be fully informed about our data practices and your associated rights so that you can engage with our services confidently and securely.

  This Privacy Policy forms an integral part of, and is fully incorporated, into our Terms of Use. Any undefined terms used herein shall carry the meanings ascribed to them in the Terms of Use. Both this Privacy Policy and the Terms of Use shall become effective from the moment you access to, browse, or make use of the Website/App or any services provided therein.

  We encourage that you read this Policy in its entirety along with the Terms of Use before proceeding to interact with our digital platforms or availing our diagnostic services.

• Our Promise to Protect Your Privacy

  At Torrent Diagnostics, safeguarding your personal information is not just a legal necessity—it is a core aspect of the trust you place in us. We deeply value your confidence and are committed to ensuring that your data is handled with the utmost care, discretion, and respect.

  We understand that by choosing our diagnostic services—whether through our physical centres, website, or mobile application—you entrust us with personal and often sensitive information. We take this responsibility seriously. Our privacy practices are designed to ensure that your data remains secure, confidential, and is only used in a manner consistent with your expectations and the services we provide.

  We strive to ensure that you are informed and empowered about how your data is managed. Our aim is to build and maintain your confidence in our digital and clinical services so that you feel comfortable in not only using our platform, but also recommending our services to others.

  When you visit a Torrent Diagnostics centre or interact with us online, we may collect relevant information, including personal and sensitive information, required to initiate or fulfil your service request. This could include information collected during patient registration at authorized centres, through our mobile app, or via telephonic or digital communication with our customer support.

  For the purposes of this Privacy Policy, “Personal Information” refers to any information, data or detail that relates to an individual, which directly or indirectly, either alone or in combination with other information or data, that may be used to identify or contact such an individual. This includes, but is not limited to contact information, demographic data, correspondence address, health and medical records, biometric information, financial details, login credentials, and sexual orientation, and other information provided during registration, scheduling, payment, or communication with us. While you have full discretion over the information you choose to share, however, certain details may be mandatory to register for our services or to conduct medical tests accurately and efficiently.

• Data Collection Practices

  At Torrent Diagnostics, we are committed to delivering a secure, seamless, and personalized experience across all our digital and offline platforms. To facilitate this, we collect and retain certain categories of information when you access our services through our website, mobile application, digital communication, or physical diagnostic centres.

  Our data collection practices are guided by necessity, transparency, and user convenience. The information we collect helps us deliver diagnostic services more efficiently, enhance user experience, and ensure that your interaction with our platforms remains intuitive, relevant, and secure.

  You agree and confirm that, when you interact with Torrent Diagnostics, we may collect the following types of information:

  • Personal Information: This includes, but is not limited to, your full name, age, gender, contact number, email address, residential or correspondence address, and any other identifiable details you voluntarily provide during registration or service usage.
  • Medical and Health-Related Data: To deliver accurate diagnostic outcomes, we may collect your medical history, health records, prescriptions, test samples, previous test reports, physiological or pathological information, and data related to your consultation.
  • Financial Information: Including credit/debit card details, bank account information, or other payment credentials.
  • Location Data:
    • For service logistics and real-time tracking, we may collect geolocation data from our field personnel, such as phlebotomists or sample collectors, while they are using the Torrent Diagnostics app.
    • If you permit access on your device, we may also gather your location data to facilitate accurate home sample collections, optimize route planning, and reduce turnaround times.
  • Device and Technical Information: We may automatically capture certain technical data about your device and usage behavior, such as your IP address, browser type, operating system, referring and exit URLs, time stamps, and session durations. We may also track your navigation patterns and usage behaviour to conduct internal research on user demographics and preferences, this data allows us to monitor platform performance and usage trends, as well as detect unauthorized access or potential threats.
  • Multimedia Access: With your consent, our mobile application may request permission to access your device’s camera and photo gallery. This functionality supports document uploads such as prescriptions or medical forms and enables secure downloading or viewing of your diagnostic reports.

  While browsing the Torrent Diagnostics website or app, you are not required to disclose any personal information unless you choose to avail our services or complete a transaction. However, to access certain features—like online report downloads, appointment scheduling, or home collection services—you may be asked to provide specific information.

  Wherever applicable, we clearly indicate which data fields are mandatory for processing and which are optional, empowering you to share only what is essential. Please note, in the absence of required data, certain functionalities or services may be unavailable to you.

  As part of our continuous improvement strategy, we may monitor and analyse how users interact with our digital platforms. This includes tracking navigation patterns, time spent on various pages, and actions performed. The collected insights help us identify areas of improvement, personalize content delivery, and enhance user experience across devices.

  All such data is aggregated and anonymized before analysis, ensuring that individual identities remain protected.

  Use of Cookies and Tracking Technologies

  To provide a smoother and more tailored experience, Torrent Diagnostics employs cookies and similar data tools. Cookies are small data files stored on your device that help us:

  • Maintain user login sessions
  • Remember your preferences and past interactions
  • Offer content or features based on your interests
  • Measure the effectiveness of promotions and campaigns
  • Detect and prevent potential security breaches

  Most cookies we use are session-based and expire when you close your browser. However, some persistent cookies may be stored to retain your preferences for future visits. If you prefer not to accept cookies, your browser settings allow you to disable or delete them. Please be aware that doing so may limit access to some features or require repeated authentication.

• Purpose and Utilization of Personal Information

  You agree that the information you share with us is essential to delivering the healthcare services you seek. You agree that the personal data collected—whether at the time of registration, while availing diagnostic services, or during your interaction with our website or mobile application—may be used to provide, improve, and personalize our offerings.

  You agree that we may utilize your personal information for the following purpose:

  • To process your service requests, such as sample collection, report generation, or result delivery.
  • To facilitate diagnostic evaluations and enable healthcare professionals to interpret your test results accurately.
  • To send communications regarding new services, promotional offers, system updates, appointment reminders, password retrieval, or other administrative matters.
  • To tailor your user experience by personalizing content, interface preferences, or service recommendations based on your interaction history.
  • To enforce our terms and conditions, protect against misuse, and ensure compliance with our internal standards.

  Furthermore, you agree that we may use anonymized or aggregated health data—stripped of all personally identifiable elements—for purposes of research, analytics, and development of clinical benchmarks. Such data may support ongoing medical research, quality control, and service innovation across the diagnostic ecosystem.

  By accepting the Terms of Use and this Privacy Policy, you expressly agree to be contacted for operational purposes via email, SMS, app notifications, or other electronic means, unless you choose to unsubscribe/opt-out of the receipt of certain communication through your account settings or by contacting our support team.

• Disclosure and Sharing of Your Information

  You agree and confirm that we do not rent, sell, or share your personal health data and except in certain circumstances it may necessitate the secure transfer of your data to third parties or affiliates, as outlined below:

  • We may disclose your information for delivery of services to Healthcare Professionals including licensed medical practitioners and authorized clinical professionals, who need access to your reports for diagnosis and to hospitals, insurers, or billing entities where required for processing medical claims or invoicing.
  • Your data may also be used for Operational and Quality Assurance i.e. for internal audits, quality checks, and verification of test accuracy; In support of teaching programs or research initiatives aimed at medical advancement and to build clinical reference models or diagnostic ranges using de-identified data.
  • We reserve the right to disclose your information for Legal and Regulatory Compliance in response to judicial orders, regulatory directives, or statutory obligations and to government health departments or public authorities for epidemiological or policy planning purposes.
  • Your data may also be used for Research & Collaboration in assurance that data is Aggregated, anonymized datasets may be shared with research institutions or laboratories for studies, for general statistical analysis about our website/ App and visitors such as number of visitors, number and type of services purchased, etc. for service enhancement.
  • Your data may also be used for Promotional and Commercial Activities with your implicit or explicit consent as per applicable laws and for that purpose we may share certain data with trusted marketing or promotional partners for service-specific campaigns and in association with strategic business engagements that help expand or improve our service capabilities. Torrent Diagnostics may also collaborate with third-party advertisers or technology partners. If you choose to interact with content hosted by such parties—whether through forums, banners, or third-party tools—any information you provide there may be subject to their own privacy practices. We advise you to review those policies independently.
  • In the event of a merger, acquisition, asset sale, or strategic alliance, we may transfer user data to the successor entity. In such scenarios, the successor will be bound to the commitments outlined in this policy or will notify users of any substantive changes.

  Please note: You agree and acknowledge that any information voluntarily disclosed by you in public sections of our platform (including, but not limited to, community discussions or user testimonials) is disclosed entirely at your own risk. Such information may be publicly accessible and may be collected, used, or disclosed by third parties beyond the control of Torrent Diagnostics. To the fullest extent permitted by law, Torrent Diagnostics disclaims all liability for any loss, damage, or consequences arising from such disclosures..

• Accessing and Updating Your Information

  You may at any time review, modify, or update the personal details you have shared with us by logging into your registered account. To maintain confidentiality and data integrity, we may require identity verification before making such changes.

  Information retained within our system shall be preserved only for the duration required:

  • To fulfil the service or transaction for which it was collected.
  • To comply with applicable laws, medical retention policies, or regulatory requirements—whichever period is longer.

  If you wish to deactivate your account or request data deletion, you may contact our support or Privacy Grievance Officer. When you request data deletion, we will remove your personal data from our active systems after verification. However, copies of your data may be retained in encrypted backups or archives maintained for legal, security, or disaster recovery purposes. These backups are not used for active processing and will be deleted according to our standard retention schedule.

• Protecting Your Information

  At Torrent Diagnostics, the protection of your personal data is a top priority. We have implemented appropriate security practices—spanning administrative, technical, and physical controls—to guard against unauthorized access, misuse, or alteration of your information. Access to your personal data is restricted to the Company’s employees who need to have that information in order to fulfil your request or deliver our services

  Our security framework includes advanced encryption methods, secure data storage facilities, multi-layer authentication processes, periodic security assessments, and restricted access protocols to ensure that your medical and personal details remain confidential throughout their handling.

  Despite our rigorous efforts to secure your information, please be aware that no digital system can guarantee absolute security. We, therefore, strongly advise you to keep your login details confidential at all times and promptly notify us of any suspicious activity or if you suspect that your account security has been compromised.

• Links to External Websites and Services

  The Torrent Diagnostics website and mobile app may contain links or references to any third-party websites, applications, or services that operate independently of us. Please note that when you click on one of these links, you are navigating to platforms over which we have no control and for which we bear no responsibility. Please note that these websites, applications, or services may require you to provide your personal information and are governed by their own privacy and data protection policies, which may differ from those of Torrent Diagnostics.

  We advise you to carefully review the privacy policies of such third-party platforms you choose visit through our site before sharing your personal information. You agree that Torrent Diagnostics shall not be liable for any breach of privacy, misuse of personal information, or any loss or damage incurred as a result of your use of these third-party websites, applications, or services and you access them at your own discretion.

• Updates to This Privacy Policy

  Torrent Diagnostics reserves the right to change, modify or update this Privacy Policy at any time as needed, to stay aligned with evolving laws, technological changes, and operational improvements. Any such amendments shall come to effect from the time of such update, change or modification and the same will be published on our Website/ App, along with the date of the latest update.

  We encourage you to periodically check this page to stay informed about how we collect, use, and protect your data. Your continued use of our services following any updates constitutes acceptance of the revised policy. If you do not agree with the changes, you must discontinue use of our platform and may contact us for further information or assistance.

• Disclaimer

  THE INFORMATION PROVIDED ON THE TORRENT DIAGNOSTICS WEBSITE AND APPLICATION (“WEBSITE/APP”) IS INTENDED FOR GENERAL INFORMATIONAL PURPOSES ONLY AND IS MADE AVAILABLE TO USERS AS IS, WITHOUT ANY GUARANTEES OF COMPLETENESS, ACCURACY, TIMELINESS, OR RESULTS OBTAINED FROM THE USE OF SUCH INFORMATION. WHILE WE STRIVE TO ENSURE THAT THE CONTENT AND SERVICES OFFERED THROUGH OUR PLATFORM ARE ACCURATE AND RELIABLE, TORRENT DIAGNOSTICS DOES NOT WARRANT OR GUARANTEE THE CORRECTNESS, ADEQUACY, OR COMPLETENESS OF ANY INFORMATION CONTAINED HEREIN, INCLUDING BUT NOT LIMITED TO MEDICAL, DIAGNOSTIC, OR HEALTH-RELATED DATA.

  USE OF THE WEBSITE/APP AND ANY RELATED SERVICES IS AT YOUR OWN DISCRETION AND RISK. TORRENT DIAGNOSTICS EXPRESSLY DISCLAIMS ALL LIABILITY FOR ANY ERRORS OR OMISSIONS IN THE CONTENT PROVIDED, AS WELL AS ANY DAMAGES ARISING FROM THE USE OR INABILITY TO USE THE WEBSITE/APP, INCLUDING DIRECT, INDIRECT, INCIDENTAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, REGARDLESS OF THE LEGAL THEORY ON WHICH SUCH CLAIMS ARE BASED.

  THE WEBSITE/APP MAY PROVIDE ACCESS TO THIRD-PARTY CONTENT, INCLUDING LINKS TO EXTERNAL WEBSITES AND RESOURCES, WHICH ARE NOT CONTROLLED, ENDORSED, OR REVIEWED BY TORRENT DIAGNOSTICS. WE ASSUME NO RESPONSIBILITY FOR THE ACCURACY, PRIVACY PRACTICES, OR LEGALITY OF SUCH THIRD-PARTY CONTENT AND STRONGLY RECOMMEND THAT USERS REVIEW THE PRIVACY POLICIES AND TERMS OF USE OF ANY EXTERNAL WEBSITES BEFORE SHARING PERSONAL OR SENSITIVE INFORMATION.

  WHILE WE IMPLEMENT ROBUST ADMINISTRATIVE, TECHNICAL, AND PHYSICAL SAFEGUARDS IN ACCORDANCE WITH RECOGNIZED STANDARDS AND CONTINUOUSLY MONITOR AND ENHANCE OUR SECURITY INFRASTRUCTURE TO PROTECT THE CONFIDENTIALITY, INTEGRITY, AND AVAILABILITY OF YOUR PERSONAL INFORMATION, CERTAIN RISKS INCLUDING BUT NOT LIMITED TO CYBERATTACKS, ZERO-DAY VULNERABILITIES, AND INCIDENTS INVOLVING THIRD-PARTY SERVICE PROVIDERS MAY REMAIN BEYOND OUR REASONABLE CONTROL. ALTHOUGH NO SYSTEM CAN GUARANTEE ABSOLUTE SECURITY, WE REMAIN VIGILANT AND PROACTIVE IN MITIGATING SUCH RISKS.

  BY USING OUR WEBSITE/APP AND SERVICES, YOU ACKNOWLEDGE AND ACCEPT THAT YOUR RELIANCE ON THE INFORMATION, PRODUCTS, OR SERVICES PROVIDED IS AT YOUR OWN RISK. NOTHING IN THIS PRIVACY POLICY OR RELATED TERMS OF USE SHALL BE CONSTRUED AS PROVIDING MEDICAL ADVICE, DIAGNOSIS, OR TREATMENT RECOMMENDATIONS. FOR ANY HEALTH-RELATED CONCERNS, USERS SHOULD CONSULT QUALIFIED HEALTHCARE PROFESSIONALS.

  TORRENT DIAGNOSTICS RESERVES THE RIGHT TO UPDATE, MODIFY, OR DISCONTINUE ANY ASPECT OF THE WEBSITE/APP OR SERVICES AT ANY TIME WITHOUT PRIOR NOTICE. WE DISCLAIM ANY LIABILITY FOR THE INTERRUPTION OR UNAVAILABILITY OF THE WEBSITE/APP, LOSS OF DATA, OR FAILURE OF TRANSMISSION.

  IN NO EVENT SHALL TORRENT DIAGNOSTICS, ITS AFFILIATES, EMPLOYEES, OFFICERS, OR AGENTS BE LIABLE FOR ANY DAMAGES ARISING OUT OF OR IN CONNECTION WITH THE USE OR INABILITY TO USE THE WEBSITE/APP OR ANY SERVICE PROVIDED, TO THE FULLEST EXTENT PERMITTED BY APPLICABLE LAW.

  BY CONTINUING TO ACCESS OR USE THE WEBSITE/APP, YOU EXPRESSLY AGREE TO THIS LEGAL DISCLAIMER, AS WELL AS ALL OTHER TERMS OUTLINED IN THE PRIVACY POLICY AND TERMS OF USE.

  TORRENT DIAGNOSTICS WISHES TO CLARIFY THAT IT DOES NOT COLLECT, STORE, OR PROCESS ANY CREDIT CARD OR PAYMENT CARD DETAILS DIRECTLY. ALL MONETARY TRANSACTIONS INVOLVING CREDIT CARDS, DEBIT CARDS, OR OTHER PAYMENT METHODS ARE CONDUCTED THROUGH SECURE THIRD-PARTY PAYMENT GATEWAYS THAT EMPLOY INDUSTRY-STANDARD ENCRYPTION PROTOCOLS, INCLUDING BUT NOT LIMITED TO SECURE SOCKET LAYER (SSL) TECHNOLOGY WITH 128-BIT ENCRYPTION. THESE GATEWAYS ARE FULLY RESPONSIBLE FOR HANDLING AND SECURING THE TRANSACTION DATA.

  TORRENT DIAGNOSTICS’ ROLE IS LIMITED SOLELY TO REDIRECTING USERS TO THE PAYMENT GATEWAY’S SECURE INTERFACE OR RELATED WEBPAGES TO COMPLETE THEIR TRANSACTIONS. AS SUCH, THE COMPANY NEITHER ACCESSES NOR RETAINS ANY PAYMENT CREDENTIALS OR SENSITIVE FINANCIAL INFORMATION DURING OR AFTER THE TRANSACTION PROCESS.

  CONSEQUENTLY, TORRENT DIAGNOSTICS EXPRESSLY DISCLAIMS ANY RESPONSIBILITY OR LIABILITY FOR ANY LOSS, THEFT, UNAUTHORIZED ACCESS, DISCLOSURE, OR MISUSE OF PERSONAL INFORMATION OR FINANCIAL DETAILS THAT MAY OCCUR THROUGH THESE THIRD-PARTY PAYMENT PLATFORMS. THE COMPANY SHALL NOT BE HELD ACCOUNTABLE FOR ANY INADVERTENT OR INTENTIONAL DISCLOSURE OF SUCH INFORMATION BY THE PAYMENT GATEWAYS OR ANY ASSOCIATED SERVICE PROVIDERS.

  FURTHERMORE, TORRENT DIAGNOSTICS SHALL NOT BEAR ANY LIABILITY FOR ANY DAMAGES, ERRORS, INACCURACIES, OMISSIONS, OR UNAUTHORIZED USE OF PERSONAL OR TRANSACTIONAL DATA THAT ARISE AS A RESULT OF INTERACTIONS WITH THESE THIRD-PARTY SERVICES. USERS ARE ADVISED TO EXERCISE CAUTION AND REVIEW THE PRIVACY POLICIES OF THE RESPECTIVE PAYMENT SERVICE PROVIDERS WHEN ENTERING THEIR FINANCIAL INFORMATION.

• Governing Law and Dispute Resolution

  This Privacy Policy, along with the accompanying Terms of Use governing the Website/App and related Services, shall be construed and enforced exclusively in accordance with the laws of India without reference to any conflict of lawsprinciples.

  Any disputes, controversies, or claims arising out of or in connection with this Privacy Policy, the Terms of Use, or the use of the Services, shall be subject to the exclusive jurisdiction of the courts located in Mumbai, India. By accessing or using the Website/App, you expressly consent to submit to the jurisdiction of these courts for the resolution of any such disputes.

• Assignment

  Torrent Diagnostics reserves the right, at its sole discretion and without prior notice, to transfer, delegate, or assign any or all of its rights and obligations under this Privacy Policy or related agreements to any third party, including affiliates, subsidiaries, or successors.

  Conversely, you, as a User, are not permitted to assign, transfer, sublicense, or delegate any of your rights or obligations under this Privacy Policy to any other individual or entity without first obtaining explicit written consent from Torrent Diagnostics. Any unauthorized assignment or transfer by you shall be deemed null and void.

• Grievance Officer

  In compliance with the provisions laid out under the applicable laws and the associated rules and regulations enacted thereunder, Torrent Diagnostics has designated a Grievance Officer to address and resolve any complaints, concerns, or grievances raised by Users in connection with the use of our Website/App, Services, or any related policies. This includes, but is not limited to, issues pertaining to alleged violations of our Terms of Use, Terms of Service, Privacy Policy, or any other applicable regulations governing the use of our platform and services.

  The appointed Grievance Officer acts as the primary point of contact for all such matters and is responsible for ensuring that complaints are addressed promptly, transparently, and fairly. Users are encouraged to reach out to the Grievance Officer should they have any queries, concerns about data privacy, security incidents, or perceived breaches of our policies.

  Contact Details of the Grievance Officer:

  Name: [Insert Name of Torrent Diagnostics Grievance Officer]

  Email: [Insert dedicated grievance officer email, e.g., grievance@torrentdiagnostics.com]

  Availability: The Grievance Officer is available to respond to communications during official working hours, which are from 10:00 AM to 6:00 PM, Monday through Friday, excluding public and national holidays.

  Please note that the details of the Grievance Officer, including name and contact information, may be revised or updated from time to time. Any such changes will be promptly reflected in this Privacy Policy and other relevant sections of our Website/App to ensure continued accessibility for our Users.

  We urge all Users to utilize this channel for reporting concerns or complaints to help us maintain the highest standards of service, transparency, and compliance with all applicable legal and regulatory requirements.