CANCELLATION, PAYMENT AND REFUND POLICY

Can orders be cancelled after Shipping?
Shipped orders cannot be cancelled.

For prepaid orders:
Refunds can be processed to your Luvomen Wallet (instant) or original payment source (3-5 days) Orders prior to shipped will be refunded to the original payment source

How can I cancel my order before shipping?
You can easily cancel your order through our website. Simply go to the "My Orders" section and click the cancel button against the order before shipping.

How can I opt out of data sharing or marketing communications?
At LUVOMEN, you have control over your data sharing preferences and marketing communications. You can choose to opt out of data sharing for non-essential purposes and manage your communication preferences through your account settings. We respect your choices and ensure that your decisions regarding data sharing and marketing are honored.

What rights do I have regarding my privacy and data ?
You have the right to access, update, and correct your personal and medical information. You can also request the deletion of your data in accordance with applicable privacy laws. We are committed to transparency and accountability, and we ensure that your rights related to privacy and data are upheld at all times. If you have any questions or concerns about your privacy rights, our customer support team is available to assist you.

PRIVACY POLICY

LUVOMEN Healthcare (https://luvomen.com) is an online platform and mobile application (referred to as the “Website") operated by Luvo Health (pvt) limited (hereinafter referred to as the “Company" or “we" or “our" or “us"), a duly incorporated company under the provisions of the applicable laws.

By accessing the website, availing certain Products and Services (as defined in the Terms and Conditions), or providing/accessing any information through the Website, you agree to our Terms and Conditions (“Terms") and acknowledge that your information will be handled in accordance with this Privacy Policy. In this privacy policy, capitalized terms have the meanings ascribed to them under the Terms of Use.

This Privacy Policy (“Privacy Policy”) adheres to the govt regulations:

Section 43A of the Information Technology Act, 2000 (“IT Act”).

Regulation 4 of the Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Information) Rules, 2011 (“SPDI Rules”).

Regulation 3(1) of the Information Technology (Intermediaries Guidelines) Rules, 2011 (“Intermediaries Guidelines”).

Our Privacy Policy details:

The information we receive from you.

How we collect and utilize that information.

How you can selectively provide, access, and update information.

How we process, share, and safeguard your information.

This Privacy Policy is applicable to all Users accessing or using our Website.

If you have any questions or concerns about our Privacy Policy, feel free to reach out to us at support@luvohealth.com. Your privacy is important to us, and we are dedicated to ensuring a secure and trustworthy experience while using our platform.

GENERAL TERMS

By accessing or using the LUVOMEN Healthcare website (https://luvomen.com) and providing us with your information, you affirm that you possess the legal capacity to enter a binding contract under Indian law, specifically the Indian Contract Act, 1872. You confirm that you have read, understood, and agreed to the practices and policies outlined in this Privacy Policy, thereby agreeing to be bound by its terms.

By continuing to use our website, you grant your consent to the collection, use, sharing, and disclosure of your information as described in this Privacy Policy. We retain the right to modify, alter, add, or remove sections of this Privacy Policy at our sole discretion. Your continued use of the Website after any such amendments to the Privacy Policy will imply your implicit acceptance of the revised terms.

If you access or use the Website from a location outside India, you do so at your own risk and assume full responsibility for complying with any relevant local laws.

If you disagree with any part of this Privacy Policy, whether in part or in whole, we encourage you to communicate your concerns by contacting us at compliance@luvohealth.com. If you do not agree with this Privacy Policy, refrain from using the Website, its services, or sharing any of your information with us.

Your privacy is important to us, and we are committed to maintaining the confidentiality and security of your information while providing you with a safe and valuable experience on our platform.

INFORMATION COLLECTION AND METHODS

At LUVOMEN Healthcare, we gather the following information from you:

(a) Registration Information: When you register on our website, we collect your phone number, email address, and name. To verify your identity, we send a one-time password to your phone number.

(b) Order Information: To process your orders, we collect necessary details like cart items, postal address, and specific payment data such as transaction details. However, we do not collect bank account, debit, credit, or other payment instrument information.

(c) Usage Information: We may gather data on your website usage, device, and software. This includes usage statistics, traffic data, IP address, browser, operating system, domain names, login status, payment methods used, access times, locations, prior consultations, order status, product pricing details, transaction information, payment history, and browsing behaviour. Using certain third-party services on our platform may also require us to collect relevant information. (Together, Registration Information, Order Information, and Usage Information are collectively referred to as “Personal Information”)

(d) Diagnosis Information: If you complete the questionnaire or consult with a medical professional ("Doctor") through our website, we may collect details about your health condition and symptoms. This could involve sensitive personal data like health conditions, hair loss, metabolic data, weight, and hygiene. Such information may also include physical, physiological health details, and sexual orientation. Images related to this data might also be uploaded via our mobile application.

(e) Consultation Information: We may collect information about your appointments and your health during consultations with doctors. This could include sensitive personal data such as medical records, history, physical, physiological, mental health status, and sexual orientation.

(f) Prescription and Medication: We store, and process prescriptions issued by Doctors on our platform for order processing. Such prescriptions may be retained for a period permitted by applicable law. (Combined, Diagnosis Information, Consultation Information, and Prescription and Medication information are referred to as “SPDI”)

The collection, use, retention, and disclosure of personal information are regulated by the IT Act and SPDI Rules. Personal information, as per SPDI Rules, pertains to data that relates to a natural person and can identify such person either directly or indirectly, along with other available information. Sensitive personal data includes personal information pertaining to:

(a) Passwords.

(b) Financial details such as bank accounts, credit/debit card information.

(c) Physical, physiological, and mental health status.

(d) Sexual orientation.

(e) Medical records and history.

(f) Biometric information.

(g) Details related to above clauses provided for services by a body corporate.

(h) Information received under the above clauses processed under lawful contract or otherwise.

Your provision of information to us is voluntary. Gathering, using, and disclosing Personal Information and SPDI necessitates your explicit consent. By sharing Personal Information and SPDI, you grant consent to our use, collection, and disclosure of this data. However, you can opt not to provide Personal Information and SPDI. Yet, this choice could limit your access to our website, purchasing products, or availing services through our platform. Your privacy matters to us, and we strive to uphold data protection while delivering quality services.

HOW YOUR INFORMATION IS USED

We utilize your Information for the following purposes:

(a) Enhancing the Website's functionality to ensure a positive User experience and overall business improvement.

(b) Efficiently processing and delivering your orders.

(c) Granting access to our website for purchasing Products and availing Services.

(d) Facilitating Doctor consultations and personalized treatment plans.

(e) Analysing data, tracking trends, building algorithms, and creating databases for rating systems and recommendations engines.

(f) Conducting research.

(g) Performing non-targeted tasks like frequency capping, compliance, billing, ad reporting, market research, and product development.

(h) Complying with applicable laws.

(i) Conducting audits and quality assessments.

(j) Analyzing resource usage, troubleshooting issues, and enhancing Products and Services using mobile device and software information;

(k) Communicating with Users about orders, queries, consultations, follow-ups, new offerings, and updates;

(l) Investigating illegal activities, potential fraud, safety threats, and violations of our Terms or legal obligations;

(m) Providing information, notifications, and updates about the Website, promotions, charges, or fee changes related to purchasing Products or Services;

(n) Seeking your feedback via SMS, email, and phone calls on our existing and potential future Products and Services.

(Together, these are referred to as “the Purposes”).

If you wish to stop receiving non-essential communications such as promotional and marketing-related information about our Products and Services, please email us using the contact details provided below. Your preferences matter, and we respect your choices regarding communications.

SHARING YOUR INFORMATION

We may reveal your Personal Information and SPDI as specified below:

Personal Information and SPDI may be shared with doctors for diagnostic, therapeutic, or improvement purposes.

Logistics partners receive your Personal Information for processing your orders on the Website.

Pharmacies receive necessary Personal Information for dispatching your orders.

Partners, affiliates, investors, or potential associates receive anonymized and aggregated data for insight. Anonymous aggregated User information is shared for relevant advertising on our website.

In the event of a business acquisition or investment, Personal Information and SPDI may be transferred to the acquiring party.

Personal Information and SPDI may be transferred outside India for service improvement.

Disclosure may occur if legally mandated, to comply with law, protect rights, prevent crime, or ensure national security.

Your acceptance of this Privacy Policy implies consent to the storage, processing, and disclosure of Personal Information and SPDI by third parties, both within and outside India.

We strive to ensure data protection standards are maintained when transferring to third parties or overseas locations.

By continuing to use the Website, you acknowledge your consent to the transfer, sharing, and disclosure of Personal Information and SPDI as outlined in this Privacy Policy.

Any third party acquiring our assets, merging, or consolidating has the right to use Personal Information and SPDI in accordance with the Terms and this Privacy Policy.

THIRD-PARTY LINKS

Our website may feature hyperlinks to external sites, advertisements, applications, and resources ("Third Party Links"). These are provided by entities other than us, and we lack control over them. You acknowledge that we're not responsible for your data being collected or disclosed on these external platforms. The inclusion of Third-Party Links on our Website doesn't imply endorsement, recommendation, or solicitation for the linked content.

Furthermore, you recognize that we're not accountable for any loss or damage you may incur due to data collection or disclosure via Third Party Links. Any reliance you place on the accuracy, completeness, or existence of advertising, products, services, or other content through these links is at your own risk. Transactions and information exchanges between you and these third-party sites or applications are bilateral in nature, and we're not liable for any disputes arising from such interactions.

These third-party websites and external applications or resources accessible through Third Party Links may have their own privacy policies dictating data collection, storage, retention, and disclosure practices that you may be subjected to. We advise you to exercise prudence and good judgment, just as you would in offline scenarios, before engaging in any transactions or sharing information. This includes reviewing the privacy policies of third-party websites or applications.

UPDATING YOUR INFORMATION

You have the option to review, correct, update, change, or delete your Personal Information linked to Registration and Order details on the Website. To do so, kindly get in touch with us through the contact details provided below. Should you wish to delete specific portions of Personal Information or request its deletion entirely, we'll honour your request within a reasonable timeframe, unless legal obligations necessitate certain data retention. You can also update your SPDI by reaching out to us at the contact details mentioned in the contact section below.

However, it's important to note that any modifications to your Personal Information that can't be verified by us or that lead to incorrect information may result in the denial of access to our Website and Services as per the Terms. Such changes could be interpreted as you are discontinuing your use of our Website and Services.

For accurate delivery of Products and Services, we hold the right to authenticate your identity and Personal Information. It's important to understand that access to, correction, updating, or deletion of your Personal Information or SPDI may be declined or restricted by us if it infringes upon the rights of another individual or is disallowed by applicable laws.

SECURITY AND RETENTION OF INFORMATION

We prioritize safeguarding your Information by employing suitable physical, technical, and procedural safeguards. Measures include:

Regular reviews of our information practices and physical security measures to prevent unauthorized access to systems.

Limiting access to Personal Information only to authorized employees and agents who are bound by strict confidentiality obligations.

Your account password remains confidential, known only to you. You must log off after using the Website and notify us immediately of any unauthorized account activity. We're not liable for unauthorized use.

In case of suspected account misuse, promptly inform us via the contact details in the contact section. You'll indemnify us for losses due to unauthorized account use.

We aren't accountable for security breaches or actions beyond our control, such as hacking or government actions.

Retention of Information

Your SPDI is destroyed or anonymized once its intended purposes are fulfilled and retention isn't required for other reasons. Personal Information may be retained for business purposes, potentially anonymized, aggregated, or used for analytics.

For withdrawal of consent, account cancellation, or halting use of your Personal Information, contact us at the details in the contact section. Keep in mind, this might affect our ability to provide Products, Services, or existing relationships.

Note that uninstalling our app won't erase your Personal Information or SPDI.

COOKIES AND OTHER TRACKING TECHNOLOGIES

We employ "cookies" and other tracking technologies, including session or local variables. These small text files help gather activity data on the Website. Cookies can store user information, aiding recall of past user interactions. You can control cookies through browser/mobile settings, choosing to accept or remove them.

Tracking technologies gather data like IP addresses, browser types, access times, and more. This information enhances both our Website and your experience.

While you can block all cookies on your browser or mobile app, this might limit your access to certain Website features and offerings. Check your device's "help" file or browser instructions to manage and remove cookies.

CHANGES TO THE POLICY

We maintain the right to modify, update, or alter this Privacy Policy at our discretion. Such changes will become effective upon their implementation. If you continue to access or use the Website following these modifications, you implicitly consent to the revised Privacy Policy.

MISCELLANEOUS

(a) Disclaimer: While we are committed to safeguarding your privacy, we cannot guarantee that all Personal Information and SPDI will never be disclosed in ways not explicitly outlined in this Privacy Policy. Your private communications and information sharing may not always remain private. As a User of the Website, you acknowledge the risks associated with internet usage and take responsibility for your actions.

(b) Indemnity: You agree to indemnify us in any third-party suits arising from your disclosure of information or your use of third-party websites, applications, and resources through our website. We disclaim liability for actions of third parties regarding your disclosed Personal Information or SPDI.

(c) Severability: Each clause in this Privacy Policy stands independent and separate from others, except where contextually indicated. The nullity of one clause does not affect the validity of the remaining clauses.

CONTACT OUR GRIEVANCE OFFICER

As per the IT Act and SPDI Rules, our Grievance Officer's details are provided below:

Name: Amit Ranjan Pandey Email: support@luvohealth.com

Your feedback and comments on this Privacy Policy are valuable. Reach out to us at compliance@luvohealth.com, and we'll make reasonable efforts to address your concerns.

OVERVIEW

This website is operated by Luvo health (Private) Limited. Throughout the site, terms like "we," "us," and "our" refer to Luvo health (Private) Limited. By visiting or purchasing from our site, you accept our "Service" and agree to the terms outlined in these "Terms of Service," including additional terms, conditions, policies, and notices referenced here.

Please carefully review these Terms of Service before using our website. Accessing any part of the site means you agree to these terms. If you disagree with any conditions in this agreement, do not access the website or its services. These Terms of Service apply to all users, including browsers, vendors, customers, merchants, and content contributors.

New features/tools added to the store are also subject to these Terms of Service. The most recent version of these terms can be reviewed here. We reserve the right to update or change parts of these Terms of Service by posting updates on the website. It's your responsibility to check for changes. Your continued use of the website signifies acceptance of any changes.