Privacy Policy

We collect information you provide directly to us and information generated automatically when you use our platform.

We use the information we collect for the following purposes:

• Booking & Scheduling: To confirm appointments, match you with the right therapist, and send booking confirmations.
• Account Management: To create and manage your patient account, including login and booking history.
• Clinical Preparation: To share your stated primary concern with your assigned therapist so they can prepare for your session.
• Billing: To record session fees received at the clinic and keep the financial records required by law.
• Communication: To send appointment reminders, updates, and responses to your enquiries.
• Service Improvement: To analyse usage patterns, improve our platform, and resolve technical issues.
• Legal Compliance: To comply with applicable laws, regulations, and lawful requests from government authorities.

We do not sell your personal data to third parties or use it for targeted advertising.

When you book a session you can choose whether to receive messages from us on WhatsApp and by email. These channels are used for booking confirmations, appointment reminders, schedule updates, and occasional offers from True Heal Physiotherapy. WhatsApp messages are sent only if you tick the WhatsApp box yourself; it is never selected for you. Email is selected by default and you can untick it before confirming your booking. You can stop WhatsApp messages at any time by replying STOP to any message from us.

Essential service messages, such as the SMS confirming a booking you have just made, are sent to your registered phone number regardless of these preferences.

After opting out you will no longer receive confirmations, reminders, or offers on that channel. You can opt back in at any time from the same Notifications card in your account.

We share your information only in the following limited circumstances:

• Therapists: Your name, appointment time, session format, and primary concern are shared with the therapist assigned to your booking so they can deliver effective treatment.
• Service Providers: Trusted infrastructure providers (hosting, database) who process data solely on our behalf under strict confidentiality agreements.
• Legal Obligations: Where required by law, court order, or to protect the rights, property, or safety of True Heal Physiotherapy, our staff, or our patients.

We take the security of your data seriously and implement appropriate technical and organisational measures, including:

• Passwords are hashed using industry-standard cryptographic algorithms (scrypt) — we never store plain-text passwords.
• All data transmission between your browser and our servers is encrypted via HTTPS/TLS.
• Session tokens are managed securely using HTTP-only cookies.
• Access to patient data is restricted to authorised clinical staff only, based on their assigned role.

No method of transmission over the internet or electronic storage is 100% secure. While we strive to protect your information, we cannot guarantee absolute security.

We retain your personal information for as long as necessary to provide our services and comply with legal obligations:

• Patient accounts and booking records are retained for a minimum of 7 years after your last appointment, in accordance with healthcare record-keeping requirements in India.
• Payment records are retained for the period required by applicable financial and tax regulations.
• If you request deletion of your account, we will delete or anonymise your personal data where we are not legally required to retain it, within 30 days of your request.

As a patient, you have the following rights regarding your personal information:

• Access: Request a copy of the personal data we hold about you.
• Correction: Request correction of inaccurate or incomplete personal data.
• Deletion: Request deletion of your personal data, subject to legal retention requirements.
• Password Reset: Request a new password at any time by contacting us from your registered phone number. We verify the request before updating your account.
• Opt-out: Stop WhatsApp or email notifications at any time from your account or by contacting us. See Notifications & Opt-Out for step-by-step instructions.

To exercise any of these rights, please contact us at admin@mail.truehealphysiotherapy.com. We will respond within 30 days.

We use the following types of cookies:

• Essential Cookies: Required for authentication and maintaining your logged-in session. These cannot be disabled without affecting the functionality of the platform.
• Analytics Cookies: Used to understand how visitors interact with our platform so we can improve the experience. No personally identifiable data is shared with analytics providers.

We do not use advertising or cross-site tracking cookies. You can control cookies through your browser settings; however, disabling essential cookies will prevent you from logging into your account.

We do not accept payments on our website and do not collect card, UPI, net banking or wallet details. Session fees are settled directly with the clinic, and we keep a record of the amount received and any discount given against your booking.

Online payments made before 16 October 2026 were processed by Razorpay, a PCI-DSS compliant payment gateway. For those payments we received only a payment confirmation (order ID and payment ID), and Razorpay's own privacy policy governs the payment data it handled.

Our online platform is not directed at children under the age of 13. We do not knowingly collect personal data from children under 13. If a session is booked on behalf of a minor, the booking must be made by a parent or legal guardian, who accepts responsibility for the child's data under this policy.

If you believe we have inadvertently collected data from a child under 13 without parental consent, please contact us immediately at admin@mail.truehealphysiotherapy.com and we will take prompt steps to delete such information.

We may update this Privacy Policy from time to time to reflect changes in our practices, technology, legal requirements, or other factors. When we make material changes, we will:

• Update the “Last updated” date at the top of this page.
• Notify registered patients via their registered phone number or email (if provided) where required by applicable law.

We encourage you to review this policy periodically. Your continued use of our platform after any changes constitutes acceptance of the updated policy.

If you have any questions, concerns, or requests regarding this Privacy Policy or how we handle your personal data, please contact us:

We aim to respond to all privacy-related enquiries within 30 business days.