Privacy Policy
This policy explains what health and personal data we collect, why, how long we retain it, and the rights you hold as a Data Principal.
Last updated 11 August 2026 · Applies to the Soul & Psyche website and mobile applications.
Legal Compliance Notice: This document is structured in accordance with the Digital Personal Data Protection Act 2023 and the Telemedicine Practice Guidelines 2020 issued by the Ministry of Health & Family Welfare.
Table of Contents
1. Who We Are
Soul & Psyche operates a telemedicine platform that connects patients in India with registered mental health practitioners. Under the Digital Personal Data Protection Act 2023, Soul & Psyche operates as the Data Fiduciary, and you as the patient or doctor operate as the Data Principal.
2. What We Collect
| Category | Examples & Scope |
|---|---|
| Identity & Contact | Full name, phone number, email address, date of birth, gender. |
| Health & Clinical | Reason for consultation, uploaded medical history, issued digital prescriptions, clinical session metadata. |
| Payment Info | Transaction amounts, payment gateway references (Razorpay/UPI). We never store raw card numbers or UPI PINs. |
4. Real-Time Consultations & Cross-Border Media Relay
Audio & Video Streams are NEVER recorded. Neither Soul & Psyche nor our real-time media partners record, intercept, or archive any video or audio sessions. The platform solely records cryptographic proof of session attendance (session timestamps, duration, and participant IDs) to attach legal validity to doctor prescriptions and adjudicate no-show disputes.
Data Residency & Media Routing (Section 16, DPDP Act 2023): All your persistent personal and health data — including profile identity, diagnostic history, medical records, digital prescriptions, and billing ledgers — is stored exclusively on encrypted servers physically located within the Republic of India.
Live video and audio consultation streams are transmitted over end-to-end encrypted WebRTC media channels (powered by LiveKit). To ensure sub-second latency and smooth call quality across diverse mobile networks, real-time media packets and signaling are processed through globally distributed cloud edge infrastructure (which may include edge relays in the United States, Singapore, or Asia). These ephemeral audio and video streams are processed strictly in-memory and are never stored, cached, or written to disk anywhere in the world.
5. Data Protection & Encryption
Medical records and diagnostic files are stored in private encrypted storage vaults. Direct public URLs are never generated; access is strictly brokered through temporary, digitally signed single-use tokens expiring within 5 minutes.
7. Grievance Officer
In compliance with Section 8(9) of the DPDP Act 2023, for any questions, data access requests, consent revocations, or grievance redressal, please contact our appointed Data Protection & Grievance Officer. We are committed to responding to and resolving grievances within 30 days of receipt:
Email: grievance@soulnpsyche.com
Turnaround Time: Within 30 days as mandated under the DPDP Act 2023
Jurisdiction: Republic of India