Last updated 26 October 2026
The short version
- This notice covers prognovahealth.com and the Prognova Health app for Android and iPhone.
- We collect what we need to plan your treatment and trip: your contact details, your care needs, the medical reports you send us and your travel plans.
- We share your details and medical reports with Prognova’s partner hospitals and doctors in India, and with third-party hospitals and doctors when needed for your care, so they can review your case and offer a treatment plan and quote.
- We store your data on secure servers in India. Medical files are encrypted, scanned for malware and deleted when we no longer need them.
- We do not sell your data, show you ads or use it for marketing without asking.
- You can ask to see, correct or delete your data, or withdraw your consent, by emailing hello@prognovahealth.com. You can also delete your account yourself, in the app or on this website.
Who we are
Prognova Health (“Prognova”, “we”) helps people from other countries plan medical treatment in India: choosing a hospital, getting a quote, and arranging travel, a place to stay and follow-up care. We decide how and why your information is used for that service. For any privacy question, write to hello@prognovahealth.com.
We coordinate care; we do not provide it. The hospitals and doctors who treat you make the clinical decisions.
What we collect
When you ask for a planning call
Your name, email, phone number, country, the care you are interested in, a preferred call time and time zone, whether we may contact you on WhatsApp, and anything you write in the message box. We record when you agreed to be contacted and which version of this notice you saw.
Medical reports you send us
If you attach scans, test results or letters from your doctor, we store them so our planning team and our partner hospitals and doctors can review them. We keep them while they are needed for your care, then delete them. We accept reports only after you tick the box agreeing to this.
Your account and care workspace
- Sign-in: your email address. If you use Google, we also keep your Google account ID. We never see your Google password.
- Profile: your name, date of birth, country and language.
- Your case: what care you are looking for, your medical history, the documents you upload, your preferences, and the treatment plans and quotes hospitals send for you.
- Your trip: travel dates, stay and support choices, tasks, discharge papers and fit-to-fly letters.
- Companions: if you invite someone to follow your trip, their email address and what you let them see.
Video consultations
The time of the call, who is booked, and a short note of up to 500 characters that helps the doctor prepare. The note cannot contain your name, email or phone number. Calls are not recorded, transcribed or streamed.
In the Prognova Health app
The app for Android and iPhone uses the same account and the same information as the website. It also keeps a few things on your phone: your plan choices (the care you are looking for, your country and travellers), which consents you gave, and the email you signed in with. Your sign-in is kept in the phone’s secure storage. On Android, the app turns off Google’s cloud backup for this data.
- Microphone: used only while you talk with Nova on its voice screen, and only after you allow it. The app does not record or keep audio.
- The app does not use your camera, photos, contacts or location, has no advertising ID, and contains no advertising or analytics tools.
Nova, our AI guide
Nova starts only after you agree. What you type or say, and the page or app screen you are on, are sent to our AI providers so Nova can answer. We do not record audio. Unless you turn on saved conversations, the conversation stays in your browser tab or app and ends when you close Nova. Please do not share medical reports, passport details, passwords or payment details with Nova. Nova is AI, can be wrong and does not give medical advice.
- Typed chat: your messages and Nova’s replies are processed by OpenAI, with Groq as a backup.
- Voice: the conversation runs through LiveKit. Your speech is turned into text by Deepgram, Cartesia or Speechmatics (depending on your language), the answer is written by Google Gemini, and it is spoken by Cartesia or Inworld.
- These providers receive the conversation and your language. We do not send them your account details or uploaded reports, but they see anything you type or say. They process it to answer you, under contract with us, and may do so outside India, including in the United States.
- Ratings and reports: if you mark a reply as helpful or not, or report it, we keep that reply, your reason and any note you add for 180 days so our team can review it and make Nova safer. They are not linked to your name or email.
Hospitals and partners
If you contact us on behalf of a hospital or clinic, we keep your organisation’s name and your contact details and message.
Technical information
Our servers log requests (such as the address and time) to keep the service working and secure. If you allow analytics, we also count page visits, the sites that sent you and device types, without cookies or tracking you across sites.
How we use it
- To contact you about your request and run your planning call.
- To share your case with our partner hospitals and doctors and get you a treatment plan and quote.
- To arrange appointments, video consultations, travel, accommodation and support, and to follow up after you go home.
- To sign you in, keep your account secure and prevent misuse.
- To keep the records the law requires and to handle complaints or disputes.
- To improve the website, using counts of visits rather than information about you, if you allow analytics.
When you send us your request and reports and tick the consent boxes, you agree that we may use your health information and share it with our partner and third-party hospitals and doctors. We also use your information because you asked us to plan your care, and to meet our legal obligations. You can withdraw consent at any time. This stops future use and sharing, but cannot undo sharing that already happened.
Who we share it with
Hospitals and doctors
To plan your treatment, we share your case with Prognova’s partner hospitals and their doctors in India, and with third-party hospitals and doctors when they can help with your care. This can include your name, age, country, contact details, the care you need, your medical history, your medical reports and your travel dates.
- Our partner hospitals and doctors use it to review your case, give a medical opinion, prepare a treatment plan and quote, and treat you if you go ahead.
- We send it through secure channels, only to hospitals and doctors involved in planning or providing your care.
- Once a hospital has your information, it is also responsible for it under its own privacy policy and Indian law, including medical-records rules.
Travel and support suppliers you choose
Hotels, transfer companies, interpreters and similar suppliers get only what they need to provide the service you chose, such as your name, dates and contact number.
People you invite
Companions see only what you let them see, such as your itinerary or tasks. You can remove their access at any time.
We also use technology companies for hosting, email, sign-in, video calls and our AI guide. They handle data only to run our service for us, under contract.
When the law requires it
We may disclose information to authorities when the law requires it, or to protect someone’s life or safety.
We share your information only with Prognova staff, our partner hospitals and doctors, third-party hospitals and doctors involved in your care, and the companies that help us run our service. We do not sell your information or share it with advertisers.
Where your data is stored
Our database and files are in India, and our partner hospitals are in India. Some of the technology we use may process data in other countries, including the United States, under contractual safeguards.
How long we keep it
| Information | How long |
|---|---|
| Medical reports and documents you send us | As long as we need them for your care, then we delete them. You can ask us to delete them sooner |
| Planning-call request details (contact details, preferred time and message) | 30 days after our team last worked on the request, unless it becomes a case in your workspace |
| Your account, case, medical history, quotes and travel plans | While your case is open, then only as long as we need them for your aftercare, legal, tax and accounting duties, or to deal with a complaint. You can ask us to delete them sooner |
| Saved Nova conversations (only if you turn saving on) | 30 days after your last message |
| Nova replies you rate or report, with your reason and note | 180 days. They are not linked to your name or email |
| Saved trip plans | 30 days |
| Video consultation records (times, roles and the short note for the doctor) | With the case they belong to |
| Sign-in codes and sessions | Codes expire after 10 minutes. You are signed out after 30 minutes without activity, and after 12 hours at most |
| Security and audit records | As long as needed to keep the service secure. They record what was done and by whom, not what you wrote |
| Database backups | 14 days |
How we protect it
- Medical files are encrypted, scanned for malware before anyone can open them, and kept in separate storage.
- Only staff assigned to your case can open it, and only while your consent is active. Staff sign in with a work address we have approved, using a one-time code or Google.
- We never store passwords, sign-in codes or session tokens in readable form. Actions on a case are recorded in a security log.
- Email notifications to our staff contain a reference and a link, not your details.
No system is perfectly secure. If a breach affects your information, we will tell you and the authorities as the law requires.
Cookies and browser storage
Some cookies are needed for the service to work: to keep you signed in, to complete Google sign-in, and to link a planning request, saved trip plan or Nova conversation to your browser. These are always on. Remembering your country and currency between visits, and counting page visits, are optional and stay off until you allow them. We use no advertising or cross-site tracking cookies. Our cookie policy lists every cookie, and you can change your choice at any time from Cookie settings at the bottom of every page.
Your rights and choices
Wherever you live, you can ask us to:
- tell you what information we hold about you and give you a copy;
- correct anything that is wrong or incomplete;
- delete your information, unless we must keep it by law;
- stop sharing it, or withdraw consent you gave;
- let someone else act for you if you cannot.
Email hello@prognovahealth.com from the address you used with us, and include your request reference if you have one. Please do not put medical details in the email. We will reply within 30 days. You can delete saved trip plans and saved Nova conversations yourself.
To delete your whole account, open Account and tap Delete account in the app, or follow the steps on our account deletion page, which also explains what we must keep by law.
If you are not happy with our answer, you can complain to the Data Protection Board of India, or to the data protection authority in your own country.
Children
If the patient is under 18, a parent or legal guardian must make the request and give consent for them.
Changes to this notice
We will update this page when our practices change and show the new date at the top. If a change affects how we share your health information, we will ask for your consent again.
Consent versions in use: planning-contact-2026-10-07, planning-reports-2026-10-23, intake-coordination-2026-10-10, nova-notice-2026-10-07, cookies-2026-10-26. Read our terms for what our service does and does not include.