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Privacy policy

How Vgentive handles personal data

This policy explains what we collect when you use our website, book a demo, or run voice agents on a hospital or clinic phone line in India. Plain language, structured for facility managers and compliance reviewers.

Last updated: September 1, 2026

  • Encrypted in transit
  • No data sold
  • You control your facility data
  • Built for voice on healthcare lines

Section 01

Information we collect

We collect only what we need to run the platform, support your facility, and improve the service.

  • Account and billing: name, email, organisation, role, phone, and payment details when you sign up, book a demo, or use the Facility Desk.
  • Voice agent data: call recordings, transcripts, metadata, booking outcomes, and review flags generated when agents handle calls on your set-up line.
  • Facility setup: doctor schedules, hours, knowledge articles, emergency rules, and phone or system settings you load for your site.
  • Website and product usage: pages visited, features used, device type, IP address, and diagnostics needed for security and reliability.
  • Contact form and support: messages you send through our site or email, plus correspondence during onboarding and support.

Section 02

Healthcare and caller data

Our primary customers are hospitals, clinics, and diagnostic centres in India. Callers may share health-related context during enquiry or booking.

  • Call content is processed to answer enquiry, book appointments, handle emergency calls by your rules, and log outcomes on the Facility Desk.
  • Vgentive does not provide medical advice. Agents follow scripts and knowledge you approve. Clinical decisions stay with your licensed staff.
  • You are responsible for obtaining any caller consent required for recording or processing under applicable Indian law and your internal policies.
  • Patient or caller identifiers in transcripts and bookings are handled as personal data and protected under the measures in this policy.

Section 03

How we use your information

We use data to operate the service, support your team, and meet legal obligations. We do not sell personal data.

  • Deliver, maintain, and improve the voice agent platform, Facility Desk, and related phone or system links.
  • Set up and tune your facility using the scripts, schedules, and knowledge you provide.
  • Respond to demos, onboarding, support requests, and product communications you have not opted out of.
  • Monitor usage, credits, security events, and service quality.
  • Comply with law, enforce our terms, and protect the rights and safety of users and callers.

Section 04

Data protection and security

Security is part of how we build and operate the platform.

  • Data is encrypted in transit. Sensitive data at rest is protected using industry-standard controls.
  • Access to customer data is limited to authorised personnel under role-based controls.
  • Customer call data is logically segregated by account and facility where the architecture allows.
  • We review infrastructure, dependencies, and access patterns on a regular cadence.
  • Sub-processors that host, route calls, or provide model capacity are bound by contractual data protection obligations.

Section 05

Sharing and sub-processors

We share data only as needed to run the service or when the law requires it.

  • Infrastructure and telephony partners that connect calls to your set-up number.
  • Model and speech providers that power conversational voice when you enable those features.
  • Payment processors for billing you have authorised.
  • Tools you explicitly connect, such as calendars or CRM systems.
  • Regulators, courts, or law enforcement when required by valid legal process.
  • Anonymised or aggregated statistics that cannot reasonably identify a person or facility.

Section 06

Your rights and choices

Depending on where you live, including under India's Digital Personal Data Protection Act, you may have rights over your personal data.

  • Access a copy of personal data we hold about you.
  • Correct inaccurate account or contact information.
  • Request deletion, subject to legal retention and active contract requirements.
  • Export data in a portable format where technically feasible.
  • Withdraw marketing consent without affecting core service access.
  • Raise a grievance with us using the contact details below. We will respond within reasonable timelines.

Section 07

Cookies and similar technologies

Our marketing site and product use cookies and local storage for core functionality and measurement.

  • Strictly necessary cookies keep sessions, security, and essential features working.
  • Analytics help us understand which pages and flows are useful.
  • You can control cookies through your browser settings. Some features may not work if you disable necessary cookies.

Section 08

Data retention

We keep data only as long as needed for the purposes described here.

  • Account data is retained for the life of your subscription plus a short post-termination export window.
  • Call recordings and transcripts follow retention settings agreed for your facility or plan.
  • Billing and tax records are kept as required under Indian law, typically up to seven years.
  • Support tickets and onboarding records are retained long enough to resolve issues and improve the product.

Section 09

International processing

We are based in India and primarily serve Indian healthcare facilities. Some sub-processors may process data in other countries.

  • Where data leaves India, we use appropriate contractual safeguards and vendor assessments.
  • You may request details about sub-processors and hosting regions during procurement or support.
  • The same security standards apply regardless of processing location.

Contact

Privacy questions and data requests

For access, correction, deletion, or compliance questions, contact us directly. We route privacy requests to a human on our team.

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