Privacy policy — Lemoa AI

1. Scope and definitions

This Privacy Policy describes how Lemoa Technologies Private Limited, operating under the Lemoa AI brand, handles information through the Lemoa website and clinic operations services. The services are designed for clinics, hospitals, diagnostic providers, and their authorized personnel.

Customer means a healthcare organization using the services. User means an authorized person using a Customer account. Patient data means information about a patient or prospective patient that a Customer provides to, or creates through, the services.

A Customer may provide additional notices or instructions that apply to its own patients, staff, integrations, and clinical operations.

2. Our role under privacy law

For patient and clinical information processed on behalf of a Customer, the Customer generally determines why the information is collected and how it may be used. Lemoa generally acts as a data processor or service provider and processes that information to provide the contracted services and follow the Customer’s documented instructions.

For website, account administration, security, support, and business-contact information that Lemoa collects directly, Lemoa determines the purposes of processing and acts in the role applicable under the law in the relevant jurisdiction, including as a data fiduciary where the Digital Personal Data Protection framework applies.

3. Information we handle

Lemoa does not intentionally request payment-card numbers through the clinic operations platform. Payment details, where needed, should be handled through the relevant Customer or payment provider channel.

Category	Examples
Website and inquiry information	Name, business contact details, messages, and information voluntarily submitted through a contact or support channel.
Account and organization information	User identity, email address, role, organization, clinic location, authentication records, and configuration choices.
Patient and clinical information	Patient identifiers, contact details, ABHA information, demographics, appointments, encounters, diagnoses, prescriptions, and claims information provided by a Customer.
Communication and voice information	Message content, delivery information, call metadata, recordings, transcripts, and related URLs where a Customer enables those workflows.
Technical and security information	IP address, request information, session data, audit records, device and browser information, and security events.

4. How information is collected

Directly from website visitors, Customers, and Users through forms, account access, support interactions, or other communications.
From Customers and their connected clinic, patient, telephony, messaging, or operational systems.
From patients and callers when they interact with an AI-assisted voice, messaging, appointment, or communication workflow configured by a Customer.
Automatically through authentication, security, logging, hosting, and essential session technologies used to operate the services.

5. How information is used

Lemoa does not sell patient data or use patient data for third-party advertising. Any additional use of Customer data, including model improvement, must be permitted by the applicable Customer agreement and privacy requirements.

Provide, secure, maintain, and support the clinic operations platform.
Support appointment scheduling, patient records, communications, reminders, prescriptions, claims workflows, and configured voice services.
Authenticate Users, enforce permissions, investigate abuse, maintain audit records, and protect the platform and its Customers.
Respond to support requests and communicate with Customers about account, service, security, and operational matters.
Meet legal, regulatory, contractual, and incident-response obligations.

6. Consent and lawful processing

Customers are responsible for establishing the lawful basis for collecting and using patient information, giving required notices, and obtaining required consent. This includes consent or notice requirements for health information, voice interactions, call recording, messaging, marketing, and other sensitive processing.

For information Lemoa controls directly, processing may be based on providing a requested service, legitimate operational and security interests, consent where required, or a legal obligation. The applicable basis depends on the information and the context in which it is collected.

7. Cookies and essential technologies

The public website does not intentionally use optional advertising cookies. Essential technologies may be used by the website, hosting provider, or application to provide security, navigation, contact handling, or signed-in clinic access. Limiting essential technologies can prevent some service functions from working.

8. How information is shared

Lemoa does not sell personal information and does not disclose patient data for cross-context behavioral advertising.

With the relevant Customer and its authorized Users to provide the configured clinic workflows.
With infrastructure, hosting, authentication, telephony, messaging, speech, and AI providers that process information to support the services under appropriate contractual controls.
With professional advisers, auditors, insurers, or other parties where reasonably necessary for business operations and subject to confidentiality obligations.
When required by law, lawful process, or an emergency involving the safety, rights, or property of a person or organization.
As part of a merger, financing, acquisition, restructuring, or sale of assets, subject to appropriate safeguards.

9. International processing and transfers

Service providers used by Lemoa or a Customer may process information in more than one country. Lemoa uses contractual, technical, and organizational safeguards appropriate to the information and applicable law. Customers remain responsible for communicating any location or transfer requirements that apply to their data and contracts.

10. Retention and deletion

Lemoa retains information only for as long as it is needed for the purposes described in this policy, the Customer’s instructions, the applicable agreement, security and audit requirements, and legal or regulatory obligations.

When a Customer relationship ends, Lemoa handles Customer data according to the applicable agreement and lawful deletion, export, backup, and retention requirements. Requests concerning patient data should normally be made to the Customer that collected the information.

11. Security

Lemoa uses administrative, technical, and organizational measures designed to protect information against unauthorized access, alteration, loss, misuse, and disclosure. These measures include access controls, authentication, tenant scoping, audit logging, secure service configuration, and incident-response practices appropriate to the service.

12. AI, voice, recording, and no medical advice

Some workflows use AI-assisted voice, speech, messaging, classification, transcription, or summarization features. Customers are responsible for configuring required notices that a person is interacting with an AI-assisted service and for obtaining any consent required before recording or processing a call.

The services are administrative and operational tools. They do not independently diagnose, prescribe, treat, or replace the judgment of a licensed healthcare professional. Customers remain responsible for clinical decisions and review of AI-generated outputs before relying on them for clinical or operational action.

13. Privacy rights and grievances

Depending on applicable law, a person may have rights to access, correct, erase, obtain, or restrict use of personal information and to withdraw consent or raise a grievance.
Rights relating to information controlled by a Customer should normally be exercised by contacting that Customer or clinic first. Lemoa supports the Customer where it processes information as a service provider or data processor.
Requests relating to information Lemoa controls directly may be sent to hello@lemoa.in. Lemoa may verify identity and authority before responding.

14. Children and minors

The public website and operator platform are intended for professional users and are not directed to children. Patient information about a minor may be processed within a Customer’s healthcare workflow, in which case the Customer is responsible for required notices, permissions, and lawful handling.

15. Third-party services and links

The services may connect to third-party systems selected or configured by a Customer. Those providers may have their own terms and privacy policies. Lemoa does not control the independent privacy practices of third-party sites or systems.

16. Changes to this policy

Lemoa may update this Privacy Policy as the services, law, or information practices change. The effective date and version at the top of this page will be updated when a new version is published. Material changes may also be communicated through the service or the relevant Customer relationship.

17. Contact and responsibility

For a patient request, consent question, or request about care-related information, contact the clinic or healthcare provider that collected the information. For a platform privacy or security matter, contact hello@lemoa.in. Lemoa Technologies Private Limited operates the Lemoa AI platform.