PRIVACY POLICY

This Privacy Policy explains how Vivosure Essentials Private Limited collects, uses, stores, shares, and protects your personal information when you visit www.vivosure.co.in, create an account, place an order, make advance payment, contact customer support, submit an enquiry, use our services, or interact with us through any online or offline channel. By using our website or sharing your information with us, you agree to the practices described in this Privacy Policy.

Vivosure Essentials Private Limited operates www.vivosure.co.in and provides ostomy care products and related support products, including colostomy appliances, urostomy appliances, ostomy bags, baseplates, barrier products, adhesive removers, ostomy paste, ostomy powder, lubricating deodorants, and other ostomy care accessories. Since some of our products relate to personal care and health support, we handle customer information with care and use it only for lawful, necessary, and business-related purposes.

We may collect personal information such as your name, mobile number, email address, billing address, shipping address, payment status, order details, product preferences, customer support queries, feedback, complaint details, and any information you voluntarily share with us while placing an order or requesting assistance. If you choose to share health-related or ostomy-related information with us, such as product usage concerns, stoma care needs, skin sensitivity, size requirement, or product suitability questions, we collect such information only to assist you with your query, order, product guidance, complaint, replacement, refund, or customer support request.

We may also collect technical and usage-related information when you use our website, such as IP address, browser type, device type, operating system, location based on IP, pages visited, time spent on the website, referral source, cookies, website interaction data, and similar analytics information. This helps us improve website performance, product visibility, customer experience, security, and service quality.

We collect and use your information to process orders, verify advance payments, deliver products, generate invoices, provide customer support, handle complaints, respond to enquiries, manage replacement or refund requests, improve our products and services, personalize your website experience, send order updates, share important service communication, prevent fraud, maintain website security, comply with legal obligations, and keep business records as required under applicable law.

We do not offer Cash on Delivery. Since orders are processed only through advance payment, we may collect and process payment status, transaction reference, invoice details, and payment confirmation information. We do not store your complete card number, banking password, UPI PIN, CVV, or other sensitive payment authentication details. Payment information is handled by the relevant payment service provider according to its own security standards and policies.

We do not treat website information, product descriptions, or customer support communication as medical advice. If you share health-related information with us, we use it only for support and product-related assistance. You should always consult your doctor, surgeon, stoma care nurse, or qualified healthcare professional before selecting, changing, or using any ostomy care product.

We may use your contact details to send order updates, payment confirmation, delivery updates, invoice details, service messages, product availability updates, important policy changes, customer support responses, complaint-related communication, and replacement or refund-related communication. We may also send promotional offers, product updates, educational content, or marketing communication where permitted by law or based on your consent. You may opt out of promotional communication by following the unsubscribe option, contacting us, or using any available opt-out method.

We process your personal information based on your consent, your request for products or services, our need to fulfill orders, our need to respond to your queries, our legal obligations, our business requirements, fraud prevention, security purposes, and other lawful grounds available under applicable law.

We do not sell your personal information to any third party. However, we may share necessary information with trusted service providers and partners who help us operate our business, including payment gateways, courier partners, warehouse partners, IT service providers, website hosting providers, analytics providers, customer support tools, legal advisors, accountants, auditors, regulatory authorities, and government agencies where required. Such sharing is limited to what is necessary for the relevant purpose.

We may use cookies and similar technologies to improve website functionality, remember user preferences, understand traffic patterns, measure website performance, support analytics, improve security, and provide a better browsing experience. You may disable cookies through your browser settings, but some website features may not work properly if cookies are disabled.

We take reasonable security measures to protect your personal information from unauthorized access, misuse, disclosure, alteration, loss, or destruction. These measures may include access controls, secure systems, limited internal access, confidentiality practices, and technology-based safeguards. However, no website, internet transmission, server, or electronic storage system can be guaranteed to be completely secure. You should also protect your account login details and avoid sharing sensitive information through unsecured channels.

We keep your personal information only for as long as required for the purpose for which it was collected, including order fulfillment, customer support, warranty or complaint handling, replacement or refund processing, legal compliance, accounting, tax records, fraud prevention, dispute resolution, and business record purposes. When your information is no longer required, we may delete, anonymize, archive, or securely retain it as permitted under applicable law.

You may request access to your personal information, correction of inaccurate information, update of incomplete information, withdrawal of consent, deletion of information, grievance redressal, or any other right available to you under applicable data protection law. We may ask you to verify your identity before processing such requests. Some information may continue to be retained where required for legal, accounting, tax, fraud prevention, dispute, or regulatory reasons.

If you withdraw consent or request deletion of information that is necessary for order processing, delivery, customer support, complaint handling, replacement or refund processing, legal compliance, or service delivery, we may not be able to provide some services to you. Withdrawal of consent will not affect processing already carried out before such withdrawal.

Our website and products are intended for use by adults or by persons using the website under the supervision of a parent, guardian, caregiver, or authorized representative. We do not knowingly collect personal information from children without appropriate consent where required by law. If we become aware that personal information of a child has been collected without valid consent, we may delete or restrict such information as required.

You agree to provide true, accurate, and updated information while using our website or services. You should not provide false details, another person’s information without authority, misleading medical or product-use information, incorrect delivery details, or information for unauthorized resale, commercial trading, repackaging, relabelling, marketplace listing, or distribution of Vivosure products. Products purchased from this website cannot be purchased for resale without prior written permission from Vivosure. Vivosure may restrict your account, cancel orders, refuse future supply, delete related misuse records where legally permitted, and take legal action against any such activity.

If you submit any review, feedback, testimonial, suggestion, image, comment, or communication to Vivosure, we may use, publish, reproduce, edit, display, share, restrict, or delete such content at our discretion for customer support, business, quality improvement, marketing, moderation, or promotional purposes. You must not submit any false, misleading, abusive, defamatory, confidential, unlawful, or third-party-owned content.

For damaged, incorrect, or disputed products, you must intimate Vivosure within 1 hour of receiving the parcel. For any replacement or refund request, Vivosure may collect photographs, videos, delivery proof, invoice details, order details, complaint details, and physical product inspection records. Any replacement or refund process will be initiated only after the physical product is received by Vivosure, its condition is checked, and the request is approved.

Our website may contain links to third-party websites, payment pages, social media platforms, delivery tracking pages, or external services. We are not responsible for the privacy practices, content, security, or data handling of such third-party websites or services. You should read their privacy policies before sharing any information with them.

We may update this Privacy Policy from time to time to reflect changes in law, business practices, website features, technology, or customer support processes. The updated policy will be posted on this website with the revised date. Your continued use of the website after such update means you accept the revised Privacy Policy.

For any privacy-related question, correction request, deletion request, consent withdrawal, complaint, or grievance, you may contact Vivosure Essentials Private Limited at helpdesk@vivosure.co.in or customer care number +91 80 3100 3923, or write to us at 13/2, 2nd Floor, Plot No. 13, Gagan Vihar, Delhi 110051.

This Privacy Policy shall be governed by the laws of India. Any dispute related to this Privacy Policy, website use, or handling of personal information shall be subject to the dispute resolution and jurisdiction terms applicable to the use of www.vivosure.co.in