Privacy Policy

Last Updated: 29th April 2026

Equality Healthcare Private Limited (“Company”, “we”, “us”, or “our”) owns and operates the digital healthcare platform branded as PillO, accessible through the website www.mypillo.in, associated mobile applications, and related digital interfaces (collectively, the “Platform”). The Platform enables users to connect with licensed pharmacies, upload prescriptions, place orders for medicines and healthcare products, and arrange delivery of such products through third-party logistics partners.

For the purposes of this Privacy Policy, the term “Services” shall mean and include all services, functionalities, and features made available to Users through the Platform from time to time, including without limitation the ability to create user accounts, upload prescriptions, browse and order medicines or healthcare products, communicate with Partner Pharmacies, process payments, and facilitate delivery of orders through delivery personnel or logistics service providers.

This Privacy Policy (“Policy”) describes the manner in which the Company collects, receives, stores, processes, uses, transfers, and protects information relating to users who access or use the Platform (“Users”, “you”, or “your”). The Company recognises the importance of maintaining the confidentiality and security of personal information, particularly in the context of healthcare services, and is committed to handling such information in accordance with applicable law and responsible data protection practices.

By accessing or using the Platform, creating an account, placing orders, uploading prescriptions, or otherwise interacting with the Services, you acknowledge that you have read and understood this Policy and consent to the collection and processing of your information in the manner described herein.

  1. SCOPE AND APPLICABILITY
    1. This Privacy Policy applies to all users who access or use the Platform, including visitors who browse the Platform without creating an account. The Policy governs the Company’s collection and processing of information in connection with the operation of the Platform and the facilitation of Services.
    2. The Platform may facilitate interactions between Users, licensed pharmacies, delivery personnel, logistics service providers, payment processors, and other service providers. While the Company may share certain information with such parties to enable the provision of Services, the Company does not control the independent privacy practices of third parties operating outside the Platform. Users are encouraged to review the privacy policies of such third parties where applicable.
  2. INFORMATION WE COLLECT
    1. In the course of providing the Services, the Company may collect various categories of information relating to Users. Such information may be collected directly from Users, generated through interactions with the Platform, or received from third parties engaged in facilitating the Services.
    2. Information Provided by Users
      1. When you create an account, place an order, upload prescriptions, communicate with customer support, or otherwise interact with the Platform, you may voluntarily provide certain personal information. This may include your name, contact details such as mobile number and email address, delivery address, age or date of birth, gender, and login credentials associated with your account. Users may also provide payment-related information when completing transactions through integrated payment gateways.
      2. In the course of placing medicine orders, Users may upload prescriptions or provide details of medicines required, which may contain information relating to medical conditions, prescribing doctors, or treatment instructions.
    3. Health and Prescription Information
      1. Given the nature of the Services facilitated through the Platform, the Company may process information contained in medical prescriptions or related healthcare documents uploaded by Users. Such information may include details relating to medicines prescribed, dosage instructions, doctor details appearing on the prescription, and other related information necessary to facilitate dispensing and delivery of medicines through Partner Pharmacies.
      2. The Company processes such information solely for the purpose of enabling the Services, including prescription verification where required, routing orders to dispensing pharmacies, and maintaining records necessary for operational and regulatory compliance.
    4. Information Collected Automatically
      1. When Users access or interact with the Platform, certain technical information may be collected automatically through standard internet technologies. This may include the user’s IP address, device identifiers, operating system, browser type, application usage patterns, device model, and approximate location data derived from the device or network. Such information assists the Company in maintaining the technical functionality of the Platform, diagnosing technical issues, improving user experience, and ensuring platform security.
    5. Communication Records
      1. We may collect and maintain records of communications and interactions between you and the Company, including communications with pharmacies, delivery partners, logistics service providers, or customer support teams through the Site, mobile application, emails, chats, calls, or other modes of communication facilitated through the Services. Such communications may be logged or recorded for purposes including service improvement, training, quality assurance, dispute resolution, fraud prevention, and compliance with applicable law.
      2. We may also collect information when you contact our customer support or grievance redressal mechanisms, submit feedback, raise complaints, participate in surveys or promotional programs, request newsletters or product updates, or otherwise interact with us through the Services.
      3. Where you provide feedback, complaints, or product-related queries relating to pharmacies, sellers, manufacturers, or delivery partners, we may share such information with the relevant third parties solely for the purpose of resolving your request, improving the Services, or addressing operational issues.
      4. In certain cases, if communications are sent through SMS or similar messaging services through the platform, we may log associated metadata such as the phone number used, mobile carrier, and the date and time of transmission.
    6. Information received from third-parties
      1. In certain circumstances, the Company may receive information relating to Users from third parties involved in facilitating the Services, including Partner Pharmacies, logistics service providers, payment processors, or marketing partners. Such information may be used only for purposes consistent with this Privacy Policy.
  3. PURPOSE OF COLLECTION AND USE OF INFORMATION
    1. The information collected by the Company is used strictly for legitimate business and operational purposes connected with the functioning of the Platform and the provision of Services.
    2. Primarily, personal information is used to create and manage user accounts, facilitate medicine ordering and delivery, process payments, verify prescriptions where required under applicable pharmaceutical regulations, and coordinate fulfilment with Partner Pharmacies and logistics service providers.
    3. Information may also be used to provide order confirmations, delivery updates, and customer support services. Additionally, such information assists the Company in monitoring usage patterns, improving the reliability and performance of the Platform, preventing fraud or misuse, and maintaining compliance with applicable legal and regulatory obligations.
    4. From time to time, the Company may use certain information to communicate with Users regarding updates to the Platform, changes to services, promotional offerings, or other information that may be relevant to the use of the Platform. Users may opt out of receiving certain promotional communications where permitted under applicable law.
    5. Additionally, the Company may use certain information to analyse user behaviour, understand demand patterns for medicines and healthcare products, and improve the efficiency and quality of the Platform.
  4. COOKIES AND TRACKING TECHNOLOGIES
    1. The Platform may use cookies, pixels, and other tracking technologies to enhance user experience and facilitate certain technical functions. Cookies are small files stored on a user’s device that allow the Platform to recognise returning users, maintain session information, and analyse usage patterns.
    2. Such technologies may be used to remember user preferences, monitor the effectiveness of certain features, improve navigation, and optimise platform performance. Users may configure their browser settings to decline cookies; however, certain functionalities of the Platform may not operate properly if cookies are disabled.
  5. MOBILE APPLICATION PERMISSIONS
    1. Where the Services are accessed through a mobile application version of the Platform, the application may request certain permissions from the user’s device in order to enable specific features. Such permissions may include access to the device camera to capture or upload prescriptions, access to device storage or photo galleries to upload documents, access to location information to facilitate delivery coordination, and access to notification services for sending order updates or alerts.
    2. The Company requests only those permissions that are reasonably necessary for the operation of relevant features of the Platform. Users may review and manage such permissions through their device settings. Disabling certain permissions may limit the functionality of certain features of the Platform.
  6. SHARING AND DISCLOSURE OF INFORMATION
    1. In order to provide the Services, the Company may share certain information with third parties strictly on a need-to-know basis and only to the extent necessary for facilitating transactions through the Platform.
    2. Partner Pharmacies
      1. When a User places an order for medicines through the Platform, the relevant prescription information, order details, and delivery address may be shared with the licensed pharmacy fulfilling the order (“Partner Pharmacy”). Such sharing is necessary to enable the dispensing and supply of medicines requested by the User.
      2. While the Company undertakes reasonable checks at the time of onboarding Partner Pharmacies, the dispensing of medicines remains the responsibility of the concerned Partner Pharmacy in accordance with applicable pharmaceutical laws.
    3. Delivery Personnel and Logistics Service Providers
      1. Delivery of orders placed through the Platform may be carried out by delivery personnel directly engaged by the Company or by riders deployed through independent third-party logistics service providers. Limited information necessary for completing deliveries, such as the User’s name, contact number, and delivery address, may be shared with such delivery personnel solely for the purpose of completing the delivery.
    4. Payment Service Providers
      1. Payments for orders placed on the Platform may be processed through third-party payment gateway providers. Such service providers may receive information necessary to process the transaction, including payment instrument details and billing information. The Company itself does not store full payment card details on its servers.
    5. Service Providers and Technology Partners
      1. The Company may engage certain technology providers, analytics providers, hosting providers, and other service partners to support the operation of the Platform. Such entities may have limited access to information strictly for the purpose of performing services on behalf of the Company and are contractually required to maintain confidentiality and data protection standards.
    6. Legal and Regulatory Disclosures
      1. The Company may disclose information where such disclosure is required under applicable law, pursuant to court orders, governmental directions, or regulatory requirements. Information may also be disclosed where necessary to protect the rights, safety, or property of the Company, its users, or other stakeholders, or to investigate suspected fraud or misuse of the Platform.
    7. Independent Third-party Service Providers
      1. PillO operates as a technology-enabled platform that facilitates the discovery of licensed pharmacies and enables the placement and fulfilment of pharmaceutical orders through partner pharmacies and logistics service providers. In the course of providing the Services, certain personal information may be shared with such partner pharmacies, delivery partners (not employed by the Company), logistics service providers, payment processors, and other service providers strictly on a need-to-know basis for the limited purpose of enabling order processing, payment settlement, delivery coordination, customer support, and other operational requirements of the platform.
      2. Partner pharmacies and logistics service providers operate as independent entities and are responsible for complying with their respective legal, regulatory, and data protection obligations applicable to their operations. While PillO undertakes reasonable onboarding checks and contractual safeguards with such partners, PillO does not control and cannot be responsible for the independent acts, omissions, or data handling practices of such third parties once the information is shared for the purpose of fulfilling the services requested by you. Any collection, use, storage, or disclosure of information by such partner pharmacies or logistics service providers may be governed by their respective privacy policies and applicable regulatory obligations.
  7. USE OF AGGREGATED AND ANONYMISED DATA
    1. The Company may process and analyse information in an aggregated or anonymised form that does not identify individual Users. Such information may be used for research, analytics, operational improvements, demand forecasting, or business intelligence purposes. Aggregated or anonymised information may also be shared with partners or service providers for analytical or operational purposes.
  8. DATA RETENTION
    1. The Company retains personal information only for as long as reasonably necessary to fulfil the purposes described in this Privacy Policy, including providing Services, maintaining transaction records, complying with legal obligations, resolving disputes, and enforcing agreements.
    2. Certain records, including prescription records or transaction histories, may be retained for longer durations where required under applicable pharmaceutical, taxation, or consumer protection laws.
  9. DATA SECURITY
    1. The Company implements industry-standard technical and organisational safeguards designed to protect personal information against unauthorised access, loss, misuse, alteration, or disclosure. Such safeguards may include encryption mechanisms, secure hosting environments, access control systems, and monitoring protocols.
    2. However, no method of transmission over the internet or method of electronic storage is completely secure. While the Company takes reasonable precautions to safeguard information, the Company cannot guarantee absolute security of information transmitted through the Platform. While the Company undertakes reasonable efforts consistent with prevailing industry standards to safeguard information collected through the Platform, the Company does not warrant or guarantee absolute security of any information transmitted to or through the Platform. Accordingly, the Company shall not be responsible for any disclosure, loss, interception, alteration, or misuse of information arising from transmission errors, unauthorised third-party access, system vulnerabilities, or other causes that are beyond the reasonable control of the Company.
    3. Users are responsible for maintaining the confidentiality and security of their account credentials, including their username, password, and any other authentication mechanisms used to access the Platform. Users must not share such credentials with any third party. Any access to or use of the Platform through a User’s registered account, including instructions, transactions, or communications made using the User’s login credentials, shall be deemed to have been authorised by the User.
  10. USER RIGHTS
    1. Subject to applicable law, Users may have the right to request access to their personal information, request correction of inaccurate information, withdraw consent for certain processing activities, or request deletion of their information where retention is no longer necessary.
    2. The Company may refuse or limit such requests where permitted under applicable law, including where requests are excessive, repetitive, technically infeasible, or where retention of information is necessary for legal or regulatory purposes.
  11. CHILDREN'S PRIVACY
    1. The Platform is intended for use by individuals who are legally competent to enter into binding contracts. The Company does not knowingly collect personal information from individuals under eighteen years of age. Where the Platform is used by a parent or guardian to place orders on behalf of a minor or dependent individual, the parent or guardian shall be deemed to have provided consent for the collection and processing of such information.
  12. CHANGES TO THIS PRIVACY POLICY
    1. The Company may update this Privacy Policy from time to time to reflect changes in legal requirements, technology, or business practices. The updated version will be published on the Platform along with the revised effective date.
    2. Continued use of the Platform following publication of the updated Policy shall constitute acceptance of the revised Policy.
  13. GRIEVANCE REDRESSAL
    1. For any questions, concerns, or grievances relating to this Privacy Policy or the handling of personal information, Users may contact the Company’s designated grievance officer at:
      2. Name: Aagam Jain
      Email: support@mypillo.in
      Address: 3rd Floor, 4D Square Mall,Ahmedabad, Gujarat - 380005
      Phone: 90330 71737
    2. The Company will endeavour to address grievances within the timelines prescribed under applicable law.
Feel free to Contact Us
+91 90330 71737
10 am to 10 pm ( Mon - Sat )
support@mypillo.in
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