Privacy Policy

Last Updated: 29 March 2026

This Privacy Policy applies to Indogenmed Healthcare Private Limited ("IndogenMed", "we", "us", or "our") in connection with the website au.indogenmed.org and related services. This policy is compliant with the Australian Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

1. Who We Are

Indogenmed Healthcare Private Limited is a licensed pharmaceutical distributor and facilitator registered in India, holding drug licences DRUG/2022-23/81145 and DRUG/2022-23/81144 issued by the Food Safety and Drug Control Commissionerate, Rajasthan, India. Our Australian-facing website is operated at au.indogenmed.org to serve Australian residents and non-resident Indians (NRIs).

Privacy Officer Contact:
Email: support@indogenmed.org
Phone: +91 95602 09793

2. What Information We Collect

We collect personal information that you voluntarily provide to us. This may include:

• Identity information: Full name, date of birth
• Contact information: Email address, phone number, postal address, state/territory
• Health information: Medical conditions, prescription details, medicines of interest (only when voluntarily provided by you for the purpose of processing your enquiry or order)
• Transaction information: Order details, payment method (we do not store full payment card details), delivery address
• Communication records: Emails, WhatsApp messages, form submissions
• Technical information: IP address, browser type, pages visited (via cookies — see Section 9)
• NRI status: Whether you self-identify as a non-resident Indian, solely for the purpose of tailoring our support services

3. How We Collect Information

We collect personal information through:

• Online enquiry and lead capture forms on au.indogenmed.org
• Email correspondence to support@indogenmed.org
• WhatsApp, Telegram, and Viber messages
• Phone calls to our support team
• Order placement on indogenmed.org (our global website)
• Cookies and analytics tools (with your consent)

4. How We Use Your Information

We use your personal information for the following purposes:

• Responding to your enquiry or order request
• Processing and fulfilling medicine orders
• Communicating with you about your order, including delivery updates
• Providing customer support and resolving complaints
• Sending you information about our products or services where you have consented to receive such communications
• Improving our website and services through anonymised analytics
• Complying with legal obligations including pharmaceutical regulations
• Storing your information in our CRM system (ERPNext) for order management and support history

We will not use your health information for any purpose other than processing your medicine enquiry or order unless you provide explicit consent for an additional purpose.

5. How We Store Your Information

Your personal information is stored securely using:

• ERPNext CRM system hosted on our secure servers
• Encrypted databases with access controls
• Secure SSL/TLS connections for all data transmission

Data is stored in India on servers operated by Indogenmed Healthcare Private Limited. By submitting your personal information through this website, you consent to its transfer to and processing in India in accordance with Indian IT data protection laws and this Privacy Policy.

We retain your personal information for as long as necessary to fulfil the purposes described in this policy, or as required by law. Typically, customer records are retained for 7 years from the last order or interaction.

6. Third-Party Sharing

We do not sell your personal information to third parties. We may share your information in the following limited circumstances:

• Logistics partners: Your name and delivery address are shared with our courier partners (DHL and others) solely for the purpose of delivering your order
• Payment processors: Payment information is processed by our payment gateway providers in accordance with PCI DSS standards
• Legal requirements: We may disclose information where required by law or by a court, regulatory body, or government authority in India or Australia
• Business transfers: In the event of a merger, acquisition, or sale of assets, personal information may be transferred to the new owner subject to equivalent privacy protections

We do not share health information with any third party without your explicit consent, except where required by law.

7. Your Rights Under the Australian Privacy Act

Under the Australian Privacy Act 1988 and the Australian Privacy Principles, you have the following rights:

• Right of access: You may request a copy of the personal information we hold about you
• Right of correction: You may request that we correct any inaccurate or incomplete personal information
• Right to opt out of direct marketing: You may opt out of receiving marketing communications at any time by contacting us or using the unsubscribe link in emails
• Right to complain: You may lodge a complaint with us if you believe your privacy rights have been breached

To exercise any of these rights, please contact our Privacy Officer at support@indogenmed.org. We will respond within 30 days.

8. Complaints Procedure

If you have a complaint about how we have handled your personal information:

1. Contact our Privacy Officer at support@indogenmed.org with the subject line "Privacy Complaint"
2. We will acknowledge your complaint within 5 business days and aim to resolve it within 30 days
3. If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au or by calling 1300 363 992

9. Cookies and Tracking Technologies

Our website uses cookies and similar technologies to improve your experience. Types of cookies we use:

• Essential cookies: Necessary for the website to function (form sessions, CSRF tokens). Cannot be disabled.
• Analytics cookies: Help us understand how visitors use our website (Google Analytics). Only active with your consent.
• Preference cookies: Remember your preferences (e.g., cookie consent choices).

You can manage cookie preferences using the consent banner displayed when you first visit the site, or by adjusting your browser settings. Note that disabling cookies may affect website functionality.

10. Security

We implement appropriate technical and organisational security measures to protect your personal information against unauthorised access, alteration, disclosure, or destruction. These include SSL/TLS encryption, access controls, and regular security reviews. However, no internet transmission is 100% secure and we cannot guarantee absolute security.

11. Children's Privacy

Our website and services are not directed at children under 18. We do not knowingly collect personal information from children. If you believe we have inadvertently collected information from a child, please contact us immediately so we can delete it.

12. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or legal requirements. The updated policy will be posted on this page with a revised "Last Updated" date. Significant changes will be communicated via email where we have your contact details.

13. Contact Us

For all privacy-related enquiries, requests, or complaints:

Privacy Officer, Indogenmed Healthcare Private Limited
Email: support@indogenmed.org
Phone: +91 95602 09793
Website: au.indogenmed.org/contact.html