Privacy Policy

1. About this policy

This Privacy Policy applies to Dr. Roshani Desai’s Five Senses Multi Speciality Clinic, referred to in this policy as “Five Senses Clinic”, “the Clinic”, “we”, “our” or “us”.

It applies when you visit 5sensesclinic.com, submit a website enquiry, complete a Facebook or Instagram lead form, respond to an advertisement, call us, send us an email or communicate with us through WhatsApp or another approved channel.

This policy primarily covers digital enquiries and appointment communications. Patient and clinical records may also be governed by applicable medical, professional and legal record-keeping requirements.

2. Information we collect

Information you provide

Depending on how you contact us, we may collect:

• Your name and contact number.
• Your email address.
• Your area, locality or city.
• Your preferred appointment or callback time.
• Whether the enquiry relates to a child, an adult, a pediatric eye check-up or squint evaluation.
• Information included in messages, calls, emails or appointment requests.
• Information required for registration, consultation, billing or patient care after an appointment is confirmed.

Information collected automatically

When you use our website, limited technical information may be collected, including IP address, browser and device type, pages visited, referral source, approximate location, cookie identifiers and interactions with our website or advertisements.

3. How we collect information

We may receive personal information through:

• Website appointment, enquiry or contact forms.
• Facebook and Instagram Instant Forms or lead advertisements.
• Phone calls, SMS, WhatsApp and email.
• In-clinic registration and consultation processes.
• Analytics, cookies and advertising measurement technologies, where enabled.
• A parent, guardian or family member making an enquiry on your behalf.

4. How and why we use information

We may use personal information to:

• Respond to enquiries and requested callbacks.
• Schedule, confirm, reschedule or follow up on appointments.
• Provide information about pediatric eye care, squint assessment, squint treatment and related clinic services.
• Register patients and maintain appropriate clinic records.
• Provide consultation, treatment and patient support.
• Send service-related appointment reminders or instructions.
• Understand enquiry sources and measure campaign performance.
• Improve our website, forms, advertisements and patient experience.
• Protect our website and communication channels from misuse.
• Meet applicable legal, regulatory and professional obligations.

We process personal information based on your request or consent, the need to provide requested services, legitimate operational requirements and/or applicable legal obligations.

5. Calls, SMS, email and WhatsApp

By submitting an appointment or lead form, you request that the Clinic contact you regarding your enquiry. We may contact you by telephone, SMS, email or WhatsApp using the details you provide.

Appointment confirmations, requested callbacks and information directly connected with your enquiry are service communications. Promotional communication, if used, will be sent only where we have an appropriate basis to do so.

You can withdraw optional communication consent by replying “STOP”, informing the caller or emailing care@5sensesclinic.com. Withdrawal will not affect processing already completed before your request.

6. How we share information

We do not sell or rent personal information. Information may be shared only when reasonably necessary with:

• Authorized doctors, clinic employees and appointment teams.
• Service providers supporting website hosting, forms, CRM, communications, analytics, advertising or secure data storage.
• Platforms through which you submit an enquiry, including Meta services such as Facebook and Instagram.
• Google or other analytics and advertising providers where those tools are enabled on our website.
• Hospitals, laboratories or other healthcare professionals when required for requested care and appropriately authorized.
• Government, regulatory or law-enforcement authorities when disclosure is legally required.

Some technology providers may process information on infrastructure located outside India. Where applicable, we take reasonable steps to use providers and safeguards permitted under Indian law.

7. Children’s privacy

Pediatric eye-care advertisements and enquiry forms are intended for parents, legal guardians and other responsible adults—not for children to complete independently.

Where an enquiry concerns a child, the form should contain the parent’s or guardian’s contact information. We may take reasonable steps to confirm the authority of the parent or guardian before processing a child’s personal information.

If you believe a child has directly provided information without appropriate authorization, please contact us so that we can review and take suitable action.

8. How long we retain information

We retain information only for as long as reasonably necessary for the purpose for which it was collected, to respond to an enquiry, maintain appropriate patient records, resolve disputes and meet legal or professional obligations.

Routine enquiries that do not become patient records are generally retained for up to 24 months from the last meaningful interaction, after which they may be deleted or anonymised unless a longer period is reasonably or legally required.

Patient, treatment, billing and transaction records may be retained for longer periods in accordance with applicable laws, professional requirements and legitimate record-keeping needs.

9. How we protect information

We use reasonable administrative, physical and technical measures designed to protect personal information from unauthorized access, alteration, disclosure, loss or misuse.

Access is limited to people and service providers who require the information for authorized purposes. However, no internet, messaging or storage system can be guaranteed to be completely secure.

If a personal-data breach occurs, we will take reasonable containment and remedial action and provide notifications where required by applicable law.

10. Cookies, analytics and advertising

Our website may use cookies and similar technologies for essential site functions, security, analytics, enquiry attribution and advertising measurement.

These technologies may be provided by services such as Google and Meta and may collect limited device, browser and website-interaction information in accordance with their own privacy policies and your browser or platform settings.

You can control non-essential cookies through our cookie notice, where available, and through your browser settings. Disabling some cookies may affect certain website features.

11. Your privacy choices and rights

Subject to applicable law and identity verification, you may ask us to:

• Confirm whether we process your personal information.
• Provide a summary of eligible personal information we hold.
• Correct, complete or update inaccurate information.
• Erase eligible information that is no longer required.
• Withdraw consent for optional processing or communication.
• Raise a grievance concerning our handling of your information.
• Exercise nomination rights where available under applicable law.

Some requests may be limited where information must be retained for treatment continuity, legal compliance, fraud prevention, dispute resolution or other lawful purposes.

To protect your privacy, we may ask for reasonable information to verify your identity before completing a request.

12. Third-party websites and services

Our website and advertisements may link to third-party services, including Google Maps, WhatsApp, Facebook and Instagram. Their collection and use of information is governed by their respective privacy policies and settings.

Five Senses Clinic is not responsible for the privacy practices, content or security of unaffiliated third-party websites.

13. Changes to this policy

We may update this policy to reflect changes in our services, technology, data practices or legal obligations. The latest version will be posted on this page with a revised “Last updated” date.

Material changes may also be communicated through the website or another appropriate channel.

14. Contact and privacy grievances

To ask a privacy question, withdraw consent, correct your information or raise a grievance, contact the Clinic using the details below. Please use the email subject line “Privacy Request” where possible.

We will review requests within a reasonable period and in accordance with timelines required by applicable law.