1. Scope

This Privacy Policy explains how Lahiri ePharma India (OPC) Private Limited collects, uses, stores, shares and otherwise processes personal data in connection with DawaiOnline.

India has enacted the Digital Personal Data Protection Act, 2023, and the final Digital Personal Data Protection Rules, 2025 were notified on 14 November 2025. Different provisions have phased commencement dates.

DawaiOnline intends this Policy to operate consistently with applicable data-protection requirements as they become effective.

2. Personal Data We May Collect

Account and identity information
Name, mobile number, email address and account identifiers.

Delivery information
Delivery address, PIN code and delivery instructions.

Order information
Products ordered, order history, invoices, returns and refunds.

Prescription information
Prescriptions uploaded or otherwise provided for lawful dispensing.

Payment information
Payment status, transaction reference and payment method information. Sensitive payment credentials may be handled directly by payment providers rather than stored by DawaiOnline.

Communications
Customer-support communications, complaints, feedback and correspondence.

Technical information
IP address, device information, operating system, app/browser information, logs, cookies and similar technical information where applicable.

3. Why We Process Personal Data

We may process personal data where permitted by applicable law for purposes including:

·        creating and managing accounts;

·        receiving and fulfilling orders;

·        prescription verification and lawful dispensing;

·        processing payments and refunds;

·        delivery;

·        customer support;

·        communicating order status;

·        preventing fraud and misuse;

·        maintaining security;

·        complying with legal, regulatory, tax and accounting obligations;

·        maintaining records required for pharmacy operations;

·        improving Platform functionality; and

·        sending promotional communications where legally permitted.

4. Prescription and Health-Related Information

Prescription information can reveal sensitive information about a person’s health.

We therefore intend to process prescription and related information only where reasonably required for purposes such as:

·        verifying entitlement to obtain a prescription medicine;

·        lawful dispensing;

·        maintaining legally required pharmacy records;

·        resolving an order-related complaint; and

·        complying with applicable law.

Such information will not be used merely because it is available to infer unrelated characteristics about customers.

5. Sharing of Personal Data

We may share personal data, where reasonably necessary and legally permissible, with service providers assisting with:

·        payment processing;

·        communications;

·        cloud hosting;

·        technology infrastructure;

·        analytics;

·        security;

·        professional services; and

·        other functions necessary to operate DawaiOnline.

Information may also be disclosed where required by law, court order or a competent governmental or regulatory authority.

We do not sell personal data to advertisers.

6. Communications

Transactional communications

We may send communications necessary for your account or order, including OTPs, order confirmations, prescription queries, delivery updates, payment/refund messages and safety or service notifications.

Promotional communications

Subject to applicable law and communication preferences, we may separately send promotional information about offers, products or services.

Where an opt-out mechanism is legally required, it will be provided.

Opting out of promotional communications will not necessarily prevent transactional communications required to service an account or order.

7. Cookies and Similar Technologies

The Platform may use cookies, SDKs and similar technologies for functions such as:

·        login and session management;

·        security;

·        preferences;

·        analytics;

·        performance; and

·        Platform improvement.

Where consent is required under applicable law, appropriate mechanisms will be implemented.

8. Retention

Personal data will not be retained merely because storage is technically possible.

Retention periods may depend on:

·        the purpose for which information was collected;

·        pharmacy and prescription record requirements;

·        tax and accounting laws;

·        dispute and limitation periods;

·        fraud prevention;

·        legal obligations; and

·        legitimate operational requirements permitted by law.

Information will be deleted, anonymised or otherwise appropriately dealt with when retention is no longer required, subject to applicable law.

9. Security

We implement reasonable administrative, technical and organisational safeguards appropriate to the nature of the information processed.

However, no internet-connected system can be guaranteed to be completely secure.

Users should protect their passwords, OTPs and devices and should notify us promptly of suspected unauthorised access.

10. Location Information

DawaiOnline may collect and access your device's location information, including approximate location and precise location, when you grant the applicable permissions.

Depending on the features and services you use, DawaiOnline may access location information while the application is in use and, where required for an applicable location-based feature, while the application is running in the background.

Location information may be used for the following purposes:

• To determine or verify your delivery location or service location.
• To provide location-based services and functionality.
• To improve the accuracy and availability of our services.
• To provide relevant services based on your location.
• To support delivery-related operations where applicable.
• To maintain the security of the application and prevent misuse or fraudulent activities.

DawaiOnline may use both approximate and precise location information depending on the functionality being used and the permissions granted by you.

Where background location access is required for a supported feature, the application may access location information in the background only after obtaining the necessary permission from you. Background location access is not used for advertising or to sell your location information to third parties.

Location information may be processed by trusted service providers that help us operate, maintain, secure, or provide location-based functionality within the DawaiOnline application.

You can manage, deny, or revoke location permissions at any time through your device settings. If you deny or revoke location permission, certain location-dependent features may not function properly.

We retain location information only for as long as reasonably necessary to provide the relevant services, comply with applicable legal obligations, resolve disputes, and enforce our agreements.

11. User Rights

Users may exercise rights available to them under applicable data-protection law, subject to statutory conditions and exemptions.

Depending on the provisions in force at the relevant time, these may include rights relating to:

·        information about personal-data processing;

·        correction or updating of personal data;

·        erasure where legally applicable;

·        grievance redressal; and

·        nomination or other rights provided by applicable law.

Requests may be made through the contact mechanisms displayed on DawaiOnline.

12. Account Deletion

Users may request deletion of their DawaiOnline account through the mechanism provided on the Platform or by contacting customer support.

Account deletion does not necessarily mean immediate deletion of every associated record.

We may retain information that must or may lawfully be retained for pharmacy records, prescriptions, invoices, taxation, fraud prevention, disputes, legal compliance or other lawful purposes.

Information no longer required will be handled in accordance with applicable law and our retention practices.

13. Children

DawaiOnline accounts and medicine ordering are intended for persons aged 18 years or above.

An adult may place an appropriate order for a child or other person where legally permissible.

14. Privacy Contact

If you have any questions, concerns or grievances regarding this Privacy Policy or the collection, use, storage, processing or protection of your personal data, you may contact:

Grievance Officer: Mr. Sudipta Chatterjee

Email: grievance@dawaionline.in

Telephone/WhatsApp: 9748687721

Address: Lahiri ePharma India (OPC) Private Limited, 152, Bosepukur Road, Kolkata – 700039, West Bengal, India.

We will address privacy-related queries and grievances in accordance with applicable law.

This Privacy Policy may be amended from time to time to reflect changes in applicable law, regulatory requirements, our services or our data-processing practices. The latest version will be made available on the DawaiOnline Platform.