संपर्क माहिती

Contact Information and Communication Policy

Last updated: 18 September 2026

healthcare nt sickcare, established in August 2007, is a diagnostic laboratory service provider based in Pune, Maharashtra, India. This Policy identifies our official contact channels, explains how service, laboratory, payment, refund and grievance communications are handled, and describes the safeguards applicable to information shared through those channels.

This Policy should be read with our Terms of Service, Privacy and Data Security Policy, Shipping, Home Sample Collection and Digital Report Delivery Policy, Cancellation and Subscription Policy and Return, Refund and Service Remedy Policy.

Important Communication Notice

  • Contacting us does not create blanket consent for unrelated marketing.
  • Essential messages about bookings, preparation, collection, payment, safety, reports, cancellations, refunds and grievances may still be sent where necessary and lawful.
  • Do not use email, WhatsApp, website forms or social media for emergency diagnosis or treatment.
  • Do not publish or send diagnostic reports, passwords, UPI PINs or complete payment-card details through public or insecure channels.

1. Legal Entity and Business Details

  • Legal entity: healthcare nt sickcare
  • Business constitution: Partnership firm
  • Partners: Vivek Narayanankutty Nair, Rachana Vivek Nair and Nivedita Arvind Karanjkar
  • PAN: AAKFH0257Q
  • Udyog Aadhaar Number: MH26D0249236
  • Shop and Establishment Registration Number: 1731000310989039
  • Established: August 2007
  • Official website: healthcarentsickcare.com

1.1 ISO Certification

References to ISO 9001:2015 describe our quality-management certification. They do not represent that every communication platform, partner laboratory or third-party service has been independently certified under the same standard.

1.1.1 Policy Purpose

This Policy helps patients, customers, authorised representatives, practitioners, vendors and authorities identify genuine channels and select the correct route for their request.

1.1.1.1 Channel Priority

Where sensitive health, payment or grievance information is involved, we may transfer the discussion from a public or informal channel to a verified email, telephone, laboratory system or other secure process.

1.1.1.1.1 Plain-Language Assistance

If you need help choosing a contact channel, call our official number or use the official contact page.

2. Official Contact Directory

2.1 General Support, Complaints and Grievances

  • Email: support@healthcarentsickcare.com
  • Use for: general support, service concerns, privacy requests, complaints, refund requests, grievance submissions and security concerns.

2.2 Bookings and Service Enquiries

  • Email: info@healthcarentsickcare.com
  • Use for: test availability, preparation requirements, prices, bookings, home collection and business enquiries.

2.3 Administration, Accounts and Refund Coordination

2.4 Laboratory Reports and Processing Support

  • Email: report@healthcarentsickcare.com
  • Use for: report delivery problems, verified report corrections, processing-status queries and laboratory escalation.

2.5 Privacy and Business Oversight

  • Email: vivek@healthcarentsickcare.com
  • Use for: escalated privacy, business-management and consumer-grievance matters after ordinary support has been attempted.

2.6 Phone and WhatsApp

  • Official number: +91 9766060629
  • Published support hours: Monday to Saturday, 8:45 AM to 6:00 PM Indian Standard Time, excluding applicable public holidays.
  • Online enquiry form: WhatsForm enquiry form

Messages received outside published hours may be reviewed on the next working day. Service availability, collection schedules and laboratory processing may follow different hours.

2.7 Online Contact Page

Use our official online contact page for general enquiries. This is the canonical contact link and should be used in website menus, policies and customer messages.

3. Physical and Postal Address

healthcare nt sickcare
Office No. 2A, 1st Floor, Omkar Complex,
New DP Road, Aundh,
Pune, Maharashtra 411007,
India

3.1 Visiting the Facility

Confirm current working hours, test availability, preparation instructions and whether an appointment is required before travelling. Public support hours do not guarantee that every test can be collected or processed during the same period.

3.2 Sending Documents by Post

Do not send original identity documents, biological specimens, payment cards or irreplaceable medical records by ordinary post. Contact us first for instructions and use a traceable method where physical delivery is necessary.

4. Medical Emergencies and Clinical Limitations

Our communication channels provide diagnostic-service support; they are not an emergency service and do not provide medical consultation, diagnosis or treatment.

  • For a medical emergency, contact the appropriate emergency service or proceed to the nearest suitable hospital.
  • Do not wait for an email, WhatsApp or social-media response if urgent clinical attention is required.
  • Laboratory results should be interpreted by a qualified medical practitioner in the relevant clinical context.

Read our No Medical Advice Notice and Disclaimer Policy.

5. Types of Communication

5.1 Essential Transactional Communications

Depending on the service, we may send necessary messages about:

  • booking receipt, confirmation, modification or cancellation;
  • test preparation and fasting requirements;
  • home collection address, appointment and collector coordination;
  • payment, invoice, failed transaction, refund or reconciliation;
  • specimen collection, rejection, recollection or processing status;
  • report availability, corrected reports or delivery failure;
  • critical or clinically significant result notifications;
  • support, privacy, security and grievance handling; and
  • material changes affecting an active order.

5.2 Optional Marketing Communications

Promotional email, SMS or WhatsApp messages require the applicable permission. Marketing consent is separate from permission or another lawful basis used for essential diagnostic communications.

  • You may unsubscribe using the link or instruction provided.
  • You may request marketing opt-out by emailing support@healthcarentsickcare.com.
  • Opting out of marketing does not stop necessary booking, safety, report, payment, refund or grievance messages.

5.2.1 Service Messages Are Not Promotions

A preparation reminder, collection update, payment receipt, report alert, safety notification or grievance response is a service communication even when received after a marketing opt-out.

6. Consent and Communication Preferences

6.1 No Blanket Consent

Sending an enquiry does not amount to blanket consent for unrelated processing. Where consent is required, we seek it for a specified purpose through a clear affirmative action. Necessary handling of a request may also rely on another basis permitted by applicable law.

6.2 Withdrawal and Preference Changes

You may withdraw optional consent or update communication preferences through an unsubscribe facility, available preference control or written request. Withdrawal applies prospectively and does not invalidate processing already lawfully completed.

See our Consent Withdrawal Procedure.

6.3 Preferred Channel

We will make reasonable efforts to use a preferred channel, but security, urgency, system availability, provider requirements or legal obligations may require another verified channel.

7. Information to Include in a Request

Providing the following information helps us identify and resolve a request:

  • patient or customer name;
  • registered mobile number or email address;
  • booking, invoice, payment or laboratory reference;
  • service date and affected test or package;
  • a concise description of the request and desired resolution; and
  • relevant receipt, screenshot or correspondence where necessary.

7.1 Information Not to Send

Do not send passwords, UPI PINs, one-time passwords, card verification values, complete payment-card numbers, unnecessary Aadhaar data or unrelated medical files. We will not ask for a UPI PIN, password or complete card security code.

8. Identity Verification and Authorised Representatives

Before disclosing diagnostic, payment, refund or privacy information, we may verify the requester using proportionate information already associated with the booking.

8.1 Acting for Another Adult

A family member, caregiver, practitioner or other representative must have appropriate authority. We may ask for patient confirmation, written authorisation or other reasonable evidence before sharing information.

8.2 Children and Lawful Guardians

Communications concerning a child should be handled by a parent or lawful guardian. We may take reasonable steps to verify that person and their authority as required by applicable law.

8.3 Verification Failure

If identity or authority cannot be verified, we may acknowledge the message without disclosing sensitive information and request that the person use a verified channel.

9. Laboratory Reports and Sensitive Health Communications

9.1 Report Delivery

Reports may be delivered through configured email, secure link, WhatsApp or another verified channel supported by the laboratory workflow. Reporting and notifications may be managed through Doray’s LIMS.

9.2 Recipient Responsibility

  • Provide accurate and private contact details.
  • Tell us promptly if an email address or phone number changes.
  • Protect devices, email accounts, report links and downloaded files.
  • Do not forward another person’s report without authority.

9.3 Report Correction Requests

A request to correct demographic information or review a report must include the laboratory reference and the precise issue. A report is amended only after verification and laboratory review; support personnel do not alter analytical results merely on request.

9.4 Critical-Value Communication

Where a processing laboratory identifies a result meeting its critical-value criteria, reasonable efforts may be made to contact the patient, booking customer, referring practitioner or authorised emergency contact. Such communication does not replace immediate clinical assessment.

10. Home Sample Collection Communications

For an eligible home collection, we may use the registered contact details to confirm the address, landmark, preparation, appointment window, collector coordination and changes caused by availability or operational conditions.

10.1 No Physical Shipping

Home collection is a healthcare service involving collection and controlled specimen transport, not delivery of merchandise. Reports are ordinarily delivered digitally. See our Shipping, Home Sample Collection and Digital Report Delivery Policy.

10.2 Cancellation Messages

An eligible order may be cancelled within 24 hours of booking only while it remains unfulfilled and before specimen collection, sample acceptance, pre-processing or laboratory processing begins. An otherwise eligible home-collection cancellation made less than 12 hours before the appointment may attract a ₹250 charge.

Review the Cancellation and Subscription Policy and Return, Refund and Service Remedy Policy.

11. Email, WhatsApp, SMS and Platform Providers

Communications may be processed using services that support our website, email, forms, laboratory workflow, SMS and WhatsApp operations, including Shopify, Zoho Mail, Doray’s LIMS, WhatsForm and other configured providers.

11.1 Provider Changes

The provider list may change as systems are upgraded. We will update the relevant notice when a material change affects personal-data processing. Promotional platforms receive information only for appropriately authorised communications.

11.2 External Provider Terms

Third-party platforms may independently process limited technical or account information under their own terms. For details about our processing, review the Privacy and Data Security Policy.

12. Telephone Calls and Records

We may record the date, time, number, subject and outcome of a call for service continuity, quality, security or grievance handling. Calls are not recorded unless an appropriate notice is provided and any legally required permission is obtained.

12.1 Verbal Instructions

We may request written confirmation for a cancellation, refund, bank-detail change, report-recipient change, privacy request or other instruction carrying financial, health or security consequences.

13. Response and Grievance Timelines

Response time depends on request type, verification, laboratory status and whether records are needed from a payment provider or partner laboratory.

13.1 General Enquiries

We aim to respond during published working hours. This is a service goal rather than a guarantee of immediate resolution.

13.2 Consumer Complaints

Where the Consumer Protection (E-Commerce) Rules apply, we aim to acknowledge a complaint within 48 hours and address it within the legally applicable period, ordinarily not exceeding one month.

13.3 Privacy Requests

Privacy requests are verified and addressed within the period required by applicable data-protection law. Complex, excessive, disputed or legally restricted requests may take longer, and we will communicate material delay where appropriate.

13.4 Laboratory Investigations

Report, specimen or analytical complaints may require review of accession, equipment, quality-control and referral-laboratory records. We will provide a substantive update when immediate resolution is not possible.

14. Complaints and Escalation

14.1 First-Level Complaint

Send the booking reference, patient name, registered contact information, service date, affected test or package, a description of the issue and supporting records to support@healthcarentsickcare.com.

14.2 Internal Escalation

  • Vivek Narayanankutty Nair – Partner, Business Management, Privacy and Consumer Grievance Oversight
  • Rachana Vivek Nair – Partner, Administration, Accounts and Refund Coordination
  • Nivedita Arvind Karanjkar – Partner and Laboratory Operations Head, Collection, Processing and Reporting

14.3 External Remedies

If internal handling does not resolve the matter, a person may use an available remedy before a competent consumer commission, the Data Protection Board of India when applicable, or another lawful authority. Review our Grievance Redressal Policy.

15. Privacy and Communication Data

We may process contact information, message content, attachments, booking references, delivery status, consent preferences and support history to respond, provide services, protect accounts, investigate complaints and comply with law.

15.1 Data Minimisation

Only information reasonably needed for the purpose should be requested, accessed or disclosed. Health and payment information is restricted to personnel and providers who require it for the relevant task.

15.2 Retention

Communication records are retained only for as long as reasonably necessary for service continuity, quality, accounting, audit, security, dispute, accreditation or legal purposes. We do not apply a blanket retention period to every message.

15.3 Lawful Disclosure

We do not sell or rent communication data. We may disclose limited information to a laboratory, payment or communications provider where necessary, or respond to a valid legal demand. Requests for documents or electronic communications may be assessed under applicable law, including the Bharatiya Nagarik Suraksha Sanhita, 2023, where relevant.

16. Communication Security

  • Verify that email addresses end in @healthcarentsickcare.com before sending sensitive information.
  • Use the official number and website links published in this Policy.
  • Do not act on payment requests from unknown numbers or altered bank details without independent verification.
  • We do not request passwords, UPI PINs or complete payment-card security details.
  • Report suspicious messages to support@healthcarentsickcare.com.

16.1 Misdirected Communications

If you receive another person’s report or confidential message, do not use or forward it. Notify us promptly and delete it after receiving appropriate instructions.

16.2 Shared Devices and Accounts

Messages sent to contact details supplied by the customer may be accessible to anyone controlling that device or account. Use private contact details wherever possible and tell us if access has been compromised.

17. Social Media

Official social profiles are used for general education, service information and public engagement. They are not appropriate for diagnostic reports, personal health questions, complaints containing sensitive information or emergency requests.

17.1 Public Comments

Do not post patient names, reports, prescriptions, booking references, phone numbers or payment details in public comments. We may hide or remove content that exposes sensitive information, contains abuse, impersonates another person, infringes rights or violates platform rules.

18. Accessibility and Language Assistance

We aim to provide clear communication and reasonable assistance. If a person has difficulty using a particular channel, request an alternative format or channel. Availability depends on operational capability and applicable law.

Review our Accessibility Statement.

19. Unacceptable Communications

We may restrict, archive or refuse communications that are:

  • abusive, threatening, discriminatory or harassing;
  • fraudulent, impersonating or intended to obtain another person’s data;
  • malicious, automated, repetitive or technically harmful;
  • unrelated to our services after reasonable clarification; or
  • otherwise unlawful.

A restriction will not be used to suppress a genuine consumer, privacy, safety or whistleblowing concern. An appropriate secure channel may be offered instead.

20. Rights and Responsibilities

20.1 Customer Rights

  • clear official contact information;
  • fair grievance handling and applicable consumer remedies;
  • privacy rights available under applicable law;
  • withdrawal of optional marketing consent; and
  • reasonable measures to protect sensitive communications.

20.2 Customer Responsibilities

  • provide accurate contact, patient and booking information;
  • keep registered channels secure and notify us of changes;
  • follow preparation and appointment instructions;
  • communicate respectfully and avoid impersonation;
  • verify payment requests before transferring money; and
  • avoid sharing another person’s information without authority.

21. Related Policies and Resources

22. Policy Changes

We may update this Policy when contact details, providers, operating hours, law or communication practices change. The revised date will appear at the top. A material change to a consent-based purpose will be handled in accordance with applicable law; continued browsing does not create consent for a new optional purpose.