Messaging and Consent Policy

Clinics use HealthRich to send messages to their patients by WhatsApp, SMS and email. This policy explains which messages are sent, how consent is collected and how to stop them. It applies to every clinic on HealthRich and to the messages HealthRich sends on their behalf.

Who sends the message

Messages are sent in the name of the clinic the patient visits. A clinic may use its own WhatsApp Business number, or HealthRich’s verified number with the clinic’s name in the message. SMS are sent from sender IDs and templates registered on the DLT platform as required by the Telecom Regulatory Authority of India (TCCCPR, 2018).

Which messages

Service (transactional) messages, sent because of the patient’s own visit or booking:

• appointment confirmations, reminders, rescheduling and cancellations;
• queue token and “your turn is near” updates;
• links to the patient’s prescription, bill, receipt or report (secure links that expire);
• follow-up and next-visit reminders advised by the doctor;
• payment links and payment receipts.

Promotional messages (for example health camps, offers or new services) are sent only to patients who have separately agreed to receive them, and never between 9 PM and 9 AM.

How consent is collected

• The clinic asks the patient at registration or at the counter, and records the patient’s choice in HealthRich (WhatsApp opt-in, with date, time and who recorded it).
• Patients booking online agree to receive service messages about that booking; WhatsApp updates are confirmed by the clinic before any are sent.
• Clinics must not message numbers that have not agreed, numbers bought from lists, or people who have opted out.

How to stop messages

• Reply STOP to a WhatsApp message, or use the opt-out option in the message.
• For SMS, reply STOP where offered, or register on the National Customer Preference Register (call or SMS 1909).
• Or ask your clinic, or write to support@healthrich.in with your mobile number.

We stop non-essential messages within 24 hours of an opt-out. You may still receive a message directly about a booking you make afterwards.

What we do not allow

Spam or unsolicited messages, misleading content, prohibited products under the WhatsApp Commerce Policy (such as prescription drugs offered for sale through chat), content that breaks medical advertising rules, and any message containing more medical detail than needed. Clinics that break these rules lose messaging access.

Data used for messages

Only the recipient’s number or email and the message itself are shared with the delivery provider (Meta, MSG91 or our email provider), only to deliver the message. See our Privacy Policy.

Records

HealthRich keeps a log of each message (time, channel, template, delivery status) so clinics can show what was sent and when, and to handle complaints.

Contact

Complaints about a message: support@healthrich.in or our Grievance Officer at support@healthrich.in.