Privacy Policy

SaveLife Health Services ("SaveLife", "we", "us") is a proprietorship registered in Bengaluru, Karnataka, providing ambulance and medical transport services across India. This policy explains how we handle personal data.

It applies to every way you reach us:

• Our website, savelife.health, including the booking form
• The SaveLife customer mobile app
• The MediFleet driver app used by our drivers
• Our WhatsApp business service
• Our 24×7 phone booking lines

We follow the Digital Personal Data Protection Act, 2023 and the Information Technology Act, 2000 and rules made under them.

Information you give us when booking

• Name and mobile number of the person booking
• Patient name, age, gender, and the medical or mobility condition you choose to tell us, so we can send the right vehicle and equipment
• Pickup address, drop address, and hospital details
• Requirements such as oxygen, ventilator, NICU support, freezer box, or attendant help
• Billing name, address and GSTIN where you ask for a tax invoice
• Documents you send us for dead body transport, air transport or train transport, such as a death certificate or hospital release note
• Feedback, complaints and support messages

Information collected automatically

• Live GPS location of the assigned ambulance during an active trip, used for tracking, ETA, and distance-based fare
• Your device location, only when you grant permission in the app to set your pickup point. You can refuse and type the address instead
• Trip records: timestamps, route distance, waiting time, trip status, and pickup OTP verification
• Device type, operating system, app version, and IP address

We run a booking service on the WhatsApp Business Platform provided by Meta. When you message us there, we receive your WhatsApp profile name, your mobile number, and the content of your messages.

We use it only to take your booking, confirm the vehicle type and fare, share driver and vehicle details, send trip updates, and answer your questions. We do not use WhatsApp data for advertising, and we do not send promotional messages to numbers that have not asked for our service.

WhatsApp encrypts messages in transit. Meta processes them as part of running the platform, under its own terms. To stop receiving messages from us, reply STOP or block our number.

Calls to and from our published service numbers are handled through a cloud telephony provider. We keep the calling number, call time and duration.

Some calls are recorded for dispatch accuracy, training and dispute resolution. Where a call is recorded you will hear an announcement at the start. If you do not want to be recorded, tell the operator and continue over WhatsApp instead.

To protect privacy, calls between you and the driver may be connected through a masked number, so neither side sees the other's personal number.

This section applies to drivers and crew who use the MediFleet driver app.

• Location. The app records location continuously while a driver is on duty, including in the background. This is needed to dispatch the nearest vehicle, let customers track the ambulance, and calculate trip distance for billing. Location is not recorded after duty ends.
• Duty and attendance. Duty start and end times, hours worked, assigned vehicle, and trip history.
• Onboarding documents. Driving licence, identity proof, photograph, and other documents required to verify eligibility to drive.
• Pay records. Salary, advances requested, and agreed deductions.
• Safety. SOS alerts raised by the driver, and alerts generated when a vehicle stays outside its assigned area beyond the set time.

Drivers consent to this at onboarding, and the terms are set out in the separate Driver Terms of Engagement.

• To accept, assign, dispatch and complete your booking
• To give the assigned driver the pickup and drop location and the patient requirement
• To calculate the fare, including distance and waiting charges, and to raise a correct invoice
• To send booking confirmations, driver details and trip updates by SMS, WhatsApp or app notification
• To handle support requests, complaints and refunds
• To keep records required under tax, transport and healthcare rules
• To detect and prevent fraud, misuse and safety incidents
• To review service quality, response times and driver conduct

We do not use your personal data to build advertising profiles, and we do not sell it.

We share only what is needed to deliver the service you asked for.

• Assigned drivers and crew — pickup and drop location, contact number, and the relevant patient requirement.
• Partner ambulance operators — where a booking is fulfilled by a verified partner vehicle rather than our own, limited to what is needed to complete that trip. Partners are contractually bound to keep it confidential and to use it only for that trip.
• Hospitals and healthcare facilities — handover details, where the trip involves admission, discharge or transfer.
• Airlines, charter operators and Indian Railways — passenger and patient details required to obtain clearance for air or train transport.
• Technology providers — cloud hosting, database, maps and navigation, messaging and telephony providers, engaged under confidentiality terms and only to process data on our behalf.
• Payment providers — to collect payment and process refunds.
• Authorities — police, courts, tax and transport authorities, where disclosure is required by law or to protect someone's safety.

• Invoiced trips — up to eight years, to meet tax and accounting obligations.
• GPS trail of a completed trip — twenty-four months, used only for fare verification and disputes.
• Call recordings — twelve months.
• WhatsApp conversations — twelve months.
• Enquiries that did not become a booking — twelve months.
• Driver records — for the period of engagement plus eight years, as required for pay and statutory records.

Data is stored on access-controlled cloud infrastructure and sent over encrypted connections. Access to customer and patient information is limited to authorised dispatch, billing and support staff on a need-to-know basis, and access is logged. Drivers see only the trips assigned to them.

No system can be guaranteed completely secure. We review our controls regularly, and if a breach affects your data we will inform you and the Data Protection Board of India as required by law.

Subject to law, you may ask us to:

• Tell you what personal data we hold about you and how we use it
• Correct data that is wrong, incomplete or out of date
• Erase your personal data, subject to records we must keep by law
• Withdraw consent for anything optional, such as feedback requests
• Nominate another person to exercise these rights on your behalf if you die or become incapacitated

Write to info@savelife.health from the email or mobile number linked to your booking. We respond within thirty days. If you are unhappy with our response, you may complain to the Data Protection Board of India.

To have your personal data deleted:

1. Email info@savelife.health with the subject Data Deletion Request, or send DELETE MY DATA to our WhatsApp number.
2. Include the mobile number you booked with, so we can find your records.
3. We verify the request is genuinely from you, then delete your data within thirty days and confirm by email.

If you use the SaveLife app, you can also delete your account from Profile → Delete account, or follow the steps at savelife.health/account-deletion.

Our services are booked by adults. Where the patient is under 18, we process their details only as given to us by a parent, guardian or the treating facility, and only for that transport. We do not knowingly create accounts for children, and we do not track or profile them.

We may update this policy. The revised version appears on this page with a new "Last updated" date. If a change materially affects how we use your data, we will notify active customers by message or through the app.

For any privacy question or complaint, contact our Grievance Officer. Full details and the complaint process are on our grievance page.