Privacy Policy

This policy applies when you browse the website, create or use an account, use Google Sign-In, make or manage a booking, request a home collection, upload a prescription, access a report, contact support, or otherwise interact with the Services. It also applies to patient or family-member information supplied by an account holder. If you provide another person’s information, you should have the authority or appropriate permission to do so.

Account and contact information

This may include your name, email address, telephone number, account identifier and authentication-related information. Passwords are handled by the website’s authentication system; we do not receive a readable copy of your password.

Patient, booking and collection information

This may include patient name, age or date of birth, gender where relevant, selected tests or packages, order details, appointment date and time, collection address, contact details, booking status, preparation preferences and instructions relevant to sample collection.

Health and diagnostic information

Where necessary for a requested service, we may process prescription files, test selections, sample and collection information, diagnostic reports or results, and related support communications. An uploaded prescription or document may itself contain personal and health-related information.

Payments and transactions

We may process order value, payment status, transaction reference, invoice, refund and reconciliation information. Where an electronic payment mechanism is available, payment credentials are processed through the applicable payment mechanism or provider. We do not state that we store complete card numbers, CVV, UPI credentials or banking passwords.

Support and technical information

We may collect messages, complaints and other information you provide to customer support. When you use the website, necessary technical records may also be generated, such as IP address, browser or device details, request time, security events and error logs.

If you choose Google Sign-In, Google authenticates you and may make available information permitted by you through that process, such as your name, email address, profile image and a Google account identifier. The exact information depends on Google’s interface and the permissions shown to you. Vitaliss Labs does not receive your Google password and does not request access to Gmail, Google Drive, Contacts, Calendar or other Google service content for this sign-in function.

We use this information to create or authenticate your Vitaliss Labs account and provide account-related functionality. We do not use Google Sign-In data for advertising. You may manage or revoke the connection through your Google account settings; revocation prevents future use of that connection but does not by itself erase records that we must retain or your Vitaliss Labs account.

Our use and transfer of information received from Google APIs will adhere to the Google API Services User Data Policy, including the Limited Use requirements, where that policy applies.

We may use personal information, as necessary and appropriate, to:

• operate, secure and maintain the website and your account;
• accept, confirm, schedule, manage and support diagnostic test or health package bookings;
• arrange home sample collection and provide relevant visit details to assigned collection personnel;
• identify the correct patient and order, facilitate sample processing and deliver reports or results;
• review uploaded prescriptions or documents to facilitate the service requested;
• process or reconcile payments, invoices, cancellations and refunds where applicable;
• respond to enquiries, support requests and complaints;
• send transactional or service communications and, where permitted, other communications;
• detect misuse, protect accounts, investigate security incidents and maintain platform integrity; and
• maintain records and comply with applicable legal, regulatory or lawful requirements.

Vitaliss Labs facilitates diagnostic services. We do not state that the platform independently provides a medical diagnosis. Diagnostic reports and website information are not a substitute for advice from a qualified healthcare professional.

We may disclose only the information reasonably necessary to laboratories, collection personnel, technology and hosting providers, payment or communications providers where applicable, professional advisers, or other service providers involved in providing or operating the requested Services. Access by staff and service personnel is limited according to their responsibilities where reasonably practicable.

We may also disclose information when permitted or required by applicable law, legal process or a lawful request; to protect the rights, safety and security of users or others; to investigate fraud or misuse; or in connection with a reorganisation or transfer of the relevant business, subject to applicable safeguards. We do not sell personal or health information to data brokers.

The website uses cookies or browser storage where necessary to provide functions such as account sessions, security and remembering items placed in a cart. Technical logs may be generated when the website is served or errors occur. We do not claim the use of any named advertising or analytics product unless it is actually implemented and disclosed. Your browser may allow you to block or remove cookies, although necessary website functions may then stop working correctly.

We implement reasonable technical and organisational measures designed to protect personal information against unauthorised access, loss, misuse, alteration or disclosure. These include access controls intended to limit information to the relevant user or authorised personnel, private handling of uploaded documents and reports, and secure transmission of the website. No online service or storage system can be guaranteed to be completely secure.

We retain information for as long as reasonably necessary for the purposes described in this policy, to provide the requested Services, maintain appropriate medical, operational and transaction records, resolve disputes, enforce agreements, address security matters, and meet legal or regulatory obligations. Retention may vary by record type and context. When information is no longer reasonably required, we may delete, anonymise or securely archive it, as permitted or required by applicable law.

Subject to applicable law, you may request information about our processing of your personal data, access available information, correct or update inaccurate or incomplete information, withdraw consent where processing depends on consent, request deletion or erasure where legally permissible, and raise a grievance or complaint. You may also have other rights under applicable law.

To make a request, email soulantram@soulantram.com or use our contact form. We may need to verify your identity and clarify the scope of your request. Withdrawal of consent does not affect processing already undertaken lawfully and may limit our ability to provide the requested Services. Some information may need to be retained where permitted or required by law.

The website is not intended to knowingly collect information directly from children acting independently. Where diagnostic services are requested for a child, information should be provided and managed by an appropriate parent, guardian or other lawful representative, except where another mechanism is permitted or required by applicable law. Please contact us if you believe a child’s information has been provided without appropriate authority.

The website may link to or rely on third-party services. Their privacy practices are governed by their own notices and terms. We encourage you to review those notices before providing information directly to a third party. This policy does not control an external website or service that we do not operate.

We may update this policy to reflect changes to the Services, our practices or applicable law. The revised version will be posted on this page and the “Last Updated” date will be changed. Where appropriate, we may provide additional notice of a material change.

For a privacy request, question or grievance, contact Vitaliss Labs using the existing official support channel below. Please include enough information for us to understand your concern, but do not send medical records or passwords by ordinary email unless requested through an appropriate secure process.