Hero EcoMed Pvt. Ltd. ("Hero EcoMed", "we", "us" or "our") is committed to protecting the personal data of our customers, website visitors, authorised dealers, distributors, service centers, vendors and other stakeholders ("you", "Data Principal"). This Privacy Policy explains what personal data we collect, why we collect it, how we use, store, share and protect it, and the rights available to you under applicable Indian law, including the Digital Personal Data Protection Act, 2023 ("DPDP Act") and the rules framed thereunder.
By accessing our website, placing an order, registering a product, or otherwise interacting with us, you agree to the practices described in this Privacy Policy. If you do not agree with this Policy, please do not use our website or services.
1. Definitions
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"Personal Data" means any data about an individual who is identifiable by or in relation to such data.
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"Data Principal" means the individual to whom the personal data relates, and includes, where such individual is a child, the parent or lawful guardian of such child.
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"Data Fiduciary" means Hero EcoMed, which determines the purpose and means of processing personal data.
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"Processing" means any operation performed on personal data, including collection, recording, organisation, adaptation, retrieval, disclosure, transmission, restriction , storage,a use, sharing, and erasure.
2. Information We Collect
We may collect the following categories of personal data:
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Identity and contact information: name, phone number, email address, shipping and billing address.
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Order and product information: purchase history, product registration details, serial numbers, and warranty records.
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Enquiry and support data: information you share through contact forms, WhatsApp/chat, email, or phone support.
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Payment information: payment details are collected and processed by our payment gateway partners; we do not store full card or payment credentials on our own servers.
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Technical and usage information: IP address, browser and device type, and browsing behaviour collected through cookies and similar technologies.
- Dealer / distributor information including GSTIN, business registration details, bank account details( when required) authorised signatory details and KYC documents.
3. Purpose and Legal Basis for Processing
We process your personal data on the basis of your consent, or for other legitimate uses permitted under the DPDP Act, for the following purposes:
- Processing and fulfilling orders, and providing after-sales service and warranty support.
- Responding to enquiries, registrations, and customer support requests.
- Sending order updates, service communications, and, where you have consented, marketing communications.
- Improving our website, products and customer experience.
- Meeting statutory, tax, accounting and regulatory record-keeping obligations.
- Preventing fraud and ensuring the security of our website and systems.
- Processing dealer onboarding, dealership management, warranty administration and service requests.
- Complying with applicable medical device regulations, product safety obligations and recall requirements where applicable.
You may withdraw consent for any consent-based processing at any time, as described in Section 8 below. Withdrawal of consent will not affect the lawfulness of processing carried out before such withdrawal.
4. Data Retention
We retain personal data only for as long as necessary to fulfil the purposes for which it was collected, or as required under applicable law. Indicative retention periods by data type are set out below:
| Data Type |
Retention Period |
Basis for Retention |
| Website enquiry / contact form submissions |
12 months from the date of last interaction, or until the query is resolved plus 6 months, whichever is later |
To respond to and follow up on the enquiry; based on consent or for certain legitimate uses permitted under the DPDP Act, including complainces with legal obligations, performance of contractual obligation and protection against fraud |
| Product registration records and serial/warranty numbers |
Product warranty period plus 3 years thereafter |
To honour warranty claims, service history and product safety recall obligations |
| Order and transaction history (invoices, billing, shipping records) |
8 years from the date of transaction |
Statutory record-keeping under applicable tax, GST and company law requirements |
| Newsletter / marketing consent and preferences |
Until consent is withdrawn, or 24 months of no engagement, whichever is earlier |
Consent-based processing under the DPDP Act, 2023 |
| Customer support tickets, chat/WhatsApp conversations and call records |
3 years from the date of resolution |
Service quality, dispute resolution and audit trail |
| Website analytics and cookie data |
Up to 14 months (or as set by the specific cookie/analytics tool) |
Website performance measurement and security |
| Grievance / complaint records |
3 years from the date of resolution |
Regulatory record-keeping and internal audit |
On expiry of the applicable retention period, personal data is securely deleted or anonymised, except where continued retention is required to comply with a legal obligation, resolve a dispute, or enforce our agreements.
5. Sharing and Disclosure of Information
Hero EcoMed does not sell or rent your personal data. We may share personal data with:
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Service providers, payment facilitators, logistics partners, warranty management partners and Data Processors: vendors who support our website hosting, payment processing, logistics/courier partners, customer relationship management (CRM), WhatsApp/chat-based support, and analytics — bound by contract to process data only on our instructions and to maintain appropriate security safeguards.
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Authorised dealers and service centres: where necessary to fulfil warranty, installation or after-sales service.
- Legal and regulatory authorities:
- where required to comply with applicable law, a court order, or to protect our legal rights.
6. Cross-Border Transfer of Personal Data
Some of our service providers (including website hosting, CRM, WhatsApp/chat-based support, and analytics platforms) may store or process personal data on servers located outside India. Where this occurs, Hero EcoMed ensures that such transfers are made only to countries or entities that are not restricted any notification by the Central Government under Section 16 of the DPDP Act, and that the concerned service provider maintains security and contractual safeguards consistent with the standard of protection required under Indian law. We take reasonable steps to ensure that any cross-border processing of your personal data is subject to appropriate contractual and technical safeguards.
7. Cookies and Tracking Technologies
Our website uses cookies and similar technologies to analyse website traffic, remember your preferences, and provide a smoother browsing experience. You can control or disable cookies through your browser settings; doing so may limit certain features of our website. That by continuing to browse our website, you consent to our use of cookies where required under applicable law. You may manage cookie preferences through your browser settings.
8. Right to Access Information
Subject to the provisions of the DPDP Act and applicable rules, you have the right to:
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Access: obtain a summary of the personal data we hold about you and the processing activities undertaken.
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Correction and updating: request correction of inaccurate or incomplete personal data.
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Erasure: request deletion of personal data that is no longer necessary for the purpose it was collected, subject to our legal and operational retention obligations described in Section 4.
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Withdrawal of consent: withdraw your consent to processing at any time, with effect from the date of withdrawal.
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Grievance redressal: raise a grievance regarding the processing of your personal data, as described in Section 10 below.
To exercise any of these rights, please write to us using the contact details in Section 11. We may need to verify your identity before acting on your request.
9. Right to Nominate
In accordance with Section 14 of the DPDP Act, you have the right to nominate another individual who shall, in the event of your death or incapacity, be entitled to exercise your rights as a Data Principal under this Policy and the DPDP Act. To register a nomination, please write to us using the contact details in Section 11, along with the nominee's name and contact details.
10. Grievance Redressal
If you have any concern, complaint or grievance regarding the processing of your personal data, you may contact our Grievance Officer:
Grievance Officer: Manish Rohilla Grivance Officer
Email: wecare.hem@heroecomed.com
Phone: 87960 93434
We will acknowledge your grievance within 48 hours of receipt and aim to resolve it within 7–10 working days. Where a matter requires more time due to its complexity, we will inform you of the expected timeline. If you are not satisfied with our resolution, you may escalate your grievance to the Data Protection Board of India, as constituted under the DPDP Act.
11. Children's Data
Where we process the personal data of a child (an individual under 18 years of age), we do so only with the verifiable consent of the child's parent or lawful guardian, and we do not undertake tracking, behavioural monitoring, or targeted advertising directed at children. Hero EcoMed does not knowingly collect personal data of children except where necessary for providing products or services and only after obtaining verifiable parental consent in accordance with applicable law.
12. Data Security
We implement appropriate technical and organisational measures — including encryption, audit logs, employee confidentiality obligations, periodic vulnerability assessments, access controls, and secure servers — to protect personal data against unauthorised access, loss, or misuse. While we take reasonable steps to safeguard your data, no method of transmission or storage can be guaranteed to be completely secure.
13. Third-Party Links
Our website may contain links to third-party websites. We are not responsible for the privacy practices or content of these external sites, and we recommend reviewing their privacy policies before sharing any personal data. Inclusion of any third party link does not constitute an endorsement by Hero EcomMed.
14. Updates to This Policy
We may update this Privacy Policy from time to time to reflect changes in our practices or applicable law. The updated version will be posted on this page with a revised "Last Updated" date. We encourage you to review this Policy periodically.
15. Medical Device Disclaimer
Hero EcoMed manufactures and/or distributes medical devices and healthcare products. Personal data collected during product registration, warranty claims or after-sales service shall be processed solely for customer support, regulatory compliance, product safety monitoring and recall management, where applicable.
16. Data Breach
In the event of a personal data breach, Hero EcoMed shall take reasonable measures to contain, assess and notify the appropriate authorities and affected individuals where required under applicable law.
17. Contact Us
For any questions about this Privacy Policy or our data practices, please contact us at:
Hero EcoMed Pvt. Ltd.
Email: wecare.hem@heroeco.com
Thank you for trusting Hero EcoMed with your personal data.
