Historical notice copy. For a new request, use the current contact details on the notice index.
Citadel Pharmacy — Privacy Notice (version v1)
WHO WE ARE
Citadel Pharmacy is operated by Akasi Healthcare Private Limited ("we", "us"), Kolkata, India. We decide why and how your personal data is used, and we are the Data Fiduciary for it under the Digital Personal Data Protection Act, 2023.
WHAT WE COLLECT WHEN YOU MESSAGE US ON WHATSAPP
- Your WhatsApp number and the profile name WhatsApp shows us.
- The messages, photographs and files you send us, including prescriptions and any health information you choose to share.
- Your delivery address and order details, where you give them.
- Records of our replies, and whether a message was delivered and read.
WHY WE USE IT
- To answer your questions and take, prepare and deliver your orders.
- To let a pharmacist check a prescription before it is dispensed.
- To keep the records that pharmacy law and tax law require us to keep.
- If, and only if, you separately agree: to send you refill reminders and offers.
We do not sell your data. We do not use your messages to advertise to you elsewhere. We do not use your health information to decide anything about you automatically.
WHO ELSE HANDLES IT
- Ontivus Private Limited provides and operates the helpdesk software for us, as our Data Processor, under contract and on our instructions only.
- AiSensy (Triny Innovations Private Limited) and WhatsApp (Meta Platforms) carry the messages themselves. Your use of WhatsApp is also governed by their own terms.
- Our messages are stored on servers located in India.
HOW LONG WE KEEP IT
Some of this we keep because you allow us to, and some because the law requires it. The difference decides what we can delete if you ask.
Required by law, and we cannot delete it on request:
- Prescriptions we dispensed against, and the register entry recording that supply. The Drugs and Cosmetics Rules require these to be kept and produced for inspection. We keep them for 3 years from the supply.
Kept with your permission, and deletable on request:
- Prescriptions or reports you sent us that we did not dispense against.
- Conversations and order records: 3 years from your last contact with us.
- Consent records: while you are our customer and 3 years after, so we can show what you agreed to.
If you ask us to delete your data, we will delete everything in the second list and tell you plainly what is in the first, and until when.
YOUR RIGHTS
You may ask us to show you the data we hold about you, correct it, complete it, update it, or erase it. Erasure covers everything except records the law requires us to keep, which are listed above with their retention periods. You may withdraw any consent you have given, at any time, and it will be as easy to withdraw as it was to give. You may nominate another person to exercise these rights if you are unable to. To do any of this, message us on WhatsApp or write to privacy@citadelhealth.in.
Withdrawing consent for reminders and offers does not affect the pharmacy service. You will always be able to message us and get a reply.
If you are not satisfied with how we have handled your request, you may complain to the Data Protection Board of India.
GRIEVANCE OFFICER
Write to privacy@citadelhealth.in. We will acknowledge within 3 working days and respond within 30 days.
CHILDREN
Our service is for adults. We do not knowingly process the data of anyone under 18 without a parent or guardian's consent.
CHANGES
This is version v1. If we change this notice we will publish a new version with a new address, and the version you agreed to will remain available at https://citadelhealth.in/legal/privacy/v1.