This Privacy Policy explains how Carehorizon Health Private Limited, operating under the brand Diagnex, collects, uses, shares, protects and retains personal information through diagnexhealth.com and related corporate enquiry and payment-support workflows.
Your information. Clear boundaries.
Read the detailed guidanceOrdinary enquiry forms ask for the minimum details needed to contact and route your request.
Do not upload medical reports or prescriptions through an ordinary website enquiry form.
You can ask about a website enquiry, correct contact information or raise a privacy concern.
Carehorizon Health Private Limited ("Carehorizon", "Diagnex", "we", "us" or "our") is responsible for the personal information processed through the Diagnex corporate website and the enquiry workflows described in this policy. This policy does not replace privacy notices that may apply to a separate patient application, clinical system, doctor portal, partner portal or other Diagnex service where a more specific notice is provided.
Depending on how you use the website, we may collect:
We do not ask for full card numbers, CVV, PINs or OTPs through Diagnex website forms.
The information needed at the first step is deliberately different from the information needed if you later proceed with a clinical service.
Provide your name, phone, location and broad care interest through a website form or a direct contact channel.
Diagnex uses those details to understand the enquiry and connect it with the appropriate operational team.
Clinical records, if actually required, should be handled through an appropriate protected care workflow, not the public enquiry form.
Where processing depends on your consent, you may withdraw that consent for future processing, subject to processing that is otherwise permitted or required by law.
The corporate website is primarily an information and enquiry channel, not a clinical record system. If a care pathway requires health information, Diagnex should collect it through the relevant protected clinical or operational workflow and limit access to people who need it for an authorised purpose.
When online payments are enabled, payment processing may be carried out by a bank, card network, payment gateway or other regulated payment service provider. Diagnex may receive transaction status, amount, reference numbers and limited payment metadata needed for reconciliation, refunds and audit.
Diagnex does not intend to store customers' full card number, CVV, card PIN or banking OTP. Payment credentials should be entered only on the payment page or interface provided for that purpose.
We retain information only for as long as reasonably necessary for the purpose for which it was collected, including enquiry follow-up, service operations, transaction reconciliation, audit, fraud prevention, legal claims and statutory accounting or tax requirements. Information that is no longer required should be deleted, anonymised or securely archived according to the relevant system and legal requirement.
Diagnex uses reasonable administrative and technical safeguards appropriate to the information and system involved. These may include HTTPS, access controls, secure sessions, server-side handling of sensitive writes, logging, restricted storage and controlled provider access. No internet service can guarantee absolute security, and users should avoid sending unnecessary sensitive information through ordinary email or website forms.
Subject to applicable law and the context of the request, you may contact us to:
We may need to verify your identity before acting on a request and may retain information where required by law or necessary for legitimate legal, audit, security or transaction purposes.
Write to care@diagnexhealth.com with “Privacy request” in the subject and describe what you need. If you have an enquiry date or reference, include it to help locate the record; do not send an identity document or medical history unless an authorised person explains why it is needed.
The corporate website is not designed for children to independently submit healthcare or payment information. A parent, lawful guardian or authorised adult should use Diagnex channels on behalf of a child where appropriate. Child-related clinical information should be handled only through the relevant approved care workflow.
We may update this policy when our website, services, legal obligations or data-handling practices change. The effective date at the top of this page identifies the current published version.
For a privacy question, correction request or grievance, use Email Diagnex, Call Diagnex, or use the Grievance & Escalation page. Please identify the request as a privacy matter and provide only the minimum information needed for us to locate the relevant enquiry or transaction.
A visitor reading a public service page, a family requesting a call and a patient proceeding with a medically supervised service have different information needs. They should not be treated as one unlimited data-collection activity.
| Interaction | Information relevant to that interaction | What the visitor should expect |
|---|---|---|
| Reading public pages or guides | Basic technical request data needed to serve the website | No patient medical history is needed merely to read a page. |
| Requesting a callback | Name, contact number, city, broad care requirement and consent | The details are used to understand the request and contact the person who enquired. An enquiry is not a treatment record. |
| Calling or using WhatsApp | What you voluntarily disclose through the chosen channel | Telephone or messaging services may have their own privacy practices. Ask for a protected channel before sharing detailed reports. |
| Confirming a clinical service | Information necessary for the agreed care pathway, which may include relevant prescriptions or assessments | The treating team should explain what is required, who needs access and how it will be handled. |
| Payments, refunds and grievances | Invoice or transaction references, relevant service history and contact details | Card security codes, bank passwords, PINs and OTPs should never be provided through these forms or emails. |
Different services and connected platforms may have their own notices. Where a more specific notice applies to a patient application, payment gateway or clinician-led service, read that notice as well.
The public website is intended to start a conversation about care. A short description such as “elderly parent needs home nursing in Howrah” is normally more appropriate than an entire discharge summary or medical file. Giving additional sensitive information does not automatically speed up the response.
If you accidentally sent a sensitive attachment, contact Diagnex with the approximate time, channel and nature of the information so the team can review your concern. Do not resend the full attachment simply to explain the problem.
Adult children and other carers frequently contact Diagnex on behalf of an older person. An enquiry made on behalf of someone else does not mean the caller has unlimited authority to receive their records, consent to every treatment or change their medical decisions.
Requests for clinical information may require identity and authority verification. Diagnex should avoid sharing detailed patient information solely because someone knows the patient's name or phone number.
For a privacy request, write to care@diagnexhealth.com using the email or phone number associated with your earlier enquiry where practical. State what you want: to correct a contact detail, understand which enquiry is on file, withdraw an optional contact permission or raise a concern about sharing.
The handling of such requests is subject to applicable Indian law and the relevant operational system. This section does not promise an unverified fixed retention period or response deadline.
Use an up-to-date browser, check that you are on the intended Diagnex domain before entering contact details and avoid using shared devices to keep open patient information. Payment details should only be entered into the relevant authorised payment interface.
The security measures and data recipients described here must be checked against the actual live hosting, admin Image Manager and connected providers before this page is formally approved.
Short answers to help you find the relevant policy detail. The full terms and applicable service agreement remain important.
