Privacy policy

This policy explains what personal information Setu26 (“we”) handles, why, and the choices you have. It covers this website, the Setu26 hospital service (including the hospital dashboard, the phone receptionist and the Swasthya patient app) and the connection of doctors' calendars. Setu26 is a company registered in Gadag, Karnataka, India.

1. Enquiries through this website

When you ask for a demo or a pilot we collect what you enter in the form: your name, role, hospital or clinic, city, email address, phone number, facility type, number of doctors, preferred language and your message. We use it only to reply to your enquiry and to discuss Setu26 with you. We keep it for up to 24 months after our last contact, then delete it, unless you become a customer. We do not sell it or use it for advertising.

This website does not use advertising or tracking cookies. If we add privacy-friendly visit statistics in future, we will list them here before they are switched on.

2. The hospital service

When a hospital uses Setu26, the hospital decides why and how patient information is used, and we process it on the hospital's behalf under a written agreement. In the language of India's Digital Personal Data Protection Act, 2023, the hospital is the Data Fiduciary and Setu26 acts as its Data Processor. If you are a patient, the hospital you contacted is responsible for your information and you can exercise your rights through it.

On a hospital's behalf we process: callers' phone numbers, names, the reason for a visit at a general level, appointment details, call recordings, transcripts and summaries where the hospital has enabled them, and the records a hospital shares with a patient through Swasthya. We use this only to provide the service to that hospital. Each hospital's information is kept separate from every other hospital's, and our staff cannot read patient information except through access the hospital approves for a specific support request.

Hospitals choose how long recordings and transcripts are kept; we delete them automatically after that period.

3. Doctors' Google Calendar and Outlook

A hospital can connect a doctor's Google Calendar or Microsoft Outlook calendar, with the doctor's permission given on Google's or Microsoft's own consent screen. We then:

• read the start and end times, status and free-or-busy setting of the doctor's events, so patients are not offered times when the doctor is busy. We do not request or store the titles, descriptions, locations or guests of the doctor's own events;
• create, update and delete events for appointments booked through Setu26, showing the patient's name, the visit type and the booking reference;
• store the access granted to us in encrypted form, only for this purpose.

Setu26's use and transfer of information received from Google APIs adheres to the Google API Services User Data Policy, including the Limited Use requirements. We do not use calendar data for advertising, do not sell it, do not use it to train AI models and do not let people read it except where needed for security or to comply with the law. A doctor or hospital can disconnect the calendar at any time from the dashboard or from their Google or Microsoft account, and we then delete the stored access.

4. Where information is stored and who helps us

Our database and stored files are kept in Google Cloud's Mumbai region in India. To answer calls, transcribe and summarise them and send messages, we use specialist service providers (sub-processors) for telephony, speech recognition and synthesis, AI language models and messaging. Some of them process call audio or text outside India. We give every hospital the current list before it starts and tell hospitals before adding a new one.

5. Security

We protect information with database-level separation between hospitals, encryption in transit and at rest, access roles, two-step verification, audit logs and automatic deletion after retention periods. No system is perfectly secure; if a breach affecting personal information occurs, we will inform the affected hospitals and the authorities as the law requires.

6. Your rights

You may ask us to access, correct or delete information we hold about you as an enquirer, or to withdraw your consent to being contacted. Patients should contact their hospital, which can ask us to act on its behalf. You can raise a concern with our Grievance Officer at grievance@ka-26.com. We reply within 30 days.

7. Children

Setu26 is used by hospitals and adults. Parents and guardians may book appointments for children; the hospital is responsible for any consent required for a child's information.

8. Changes

We will update this policy when our practices change and show the date at the top. Significant changes affecting hospitals are communicated to them directly.

9. Contact

Email admin@ka-26.com, or write to Setu26, Gadag, Karnataka, India.