Privacy Policy

This Privacy Policy explains how Vihara Life Care Private Limited ("Hellovedic", "we", "us" or "our") collects, uses, stores and shares personal information when you visit hellovedics.com, complete a hair assessment, upload photographs, contact us, purchase products or use our services.

By continuing with our assessment, uploading photographs or placing an order, you agree to our collecting, using, storing and sharing your information, including health-related information and photographs, as described in this Policy. If you do not agree, please do not submit your information.

• Identity and contact details, including name, phone number, email address, age or age range, and billing or delivery address.
• Order and transaction details, including products purchased, order history, payment status, delivery information, refunds and support records. Payment credentials are handled by the payment provider; do not send us card PINs, passwords or OTPs.
• Assessment information you submit, including hair and scalp concerns, routine, previous treatments, family history, lifestyle information and, where you choose to provide it, health conditions or medication information.
• Hair/scalp photographs and progress images uploaded for a photo-based assessment, progress monitoring or an eligible Money-Back Guarantee claim.
• Communications and technical information, including emails, WhatsApp messages, call notes and recordings, device/browser details, IP address, cookies, website interactions and security logs. Calls with our team may be recorded for quality, training and support.

• To provide assessments, prepare reports and suggest cosmetic hair-care products or routines.
• To process orders, payments, delivery, returns, replacements, refunds and customer support.
• To monitor progress where requested and administer an eligible Money-Back Guarantee.
• To maintain quality, investigate complaints, prevent fraud, secure systems and maintain business, tax and legal records.
• To measure website performance and advertising effectiveness where enabled and permitted.
• To send service communications. Promotional messages are separate and subject to your choices and applicable requirements.

Our assessment may use automated or AI-assisted tools to analyse questionnaire responses and photographs, prepare observations and help generate cosmetic hair-care suggestions. Photograph analysis is used for the photo-based assessment only when you choose that assessment and provide the required consent. Outputs may be inaccurate or incomplete; they are not a medical diagnosis, do not establish the cause of hair loss and do not replace advice from a dermatologist or other qualified healthcare professional.

Authorised Hellovedic personnel, including Hair Experts and reviewers, and trusted technology partners supporting the assessment may access assessment information and photographs where needed for the service.

Use of photographs or related information to improve or develop AI systems requires a separate optional choice. Consent to assessment or progress monitoring is not consent to public marketing use or AI model development.

We share the minimum information reasonably needed with trusted service providers that help us run our business, including payment, delivery, customer management, messaging, hosting, storage, analytics, advertising and AI or image-processing services. These providers may store or process information on servers in India or other countries, under appropriate safeguards. We may also disclose information where required by law or reasonably necessary to protect customers, investigate fraud or address security incidents.

We do not sell personal information to advertisers. We do not send hair/scalp photographs, assessment answers or report contents to advertising platforms. Technical or campaign events, which may include limited identifiers in a protected form, may be processed by those platforms to measure our advertising.

Our website may use essential cookies for cart, checkout, security and website operation, and, where enabled and permitted, preference, analytics and advertising-measurement technologies. You can manage cookies through browser controls and any cookie-preference tool actually provided on the website. Blocking essential cookies may affect functionality.

We retain personal information only as long as reasonably necessary to provide services, administer claims, resolve disputes, meet accounting/tax or other legal obligations and protect systems. Different categories may be retained for different periods. Transaction and invoice records may need to be retained for statutory periods. Photographs and assessment records are kept while needed for your assessment, to compare your progress over time and to handle any claim, then deleted or de-identified when no longer needed, subject to legal holds and legitimate recordkeeping requirements. We use reasonable technical, organisational and administrative safeguards, but no online system can be guaranteed completely secure. Security incidents will be handled in accordance with applicable law.

Contact privacy@hellovedics.com to request access to, correction of or deletion of your personal information, withdraw consent where processing is based on consent, or ask questions about our practices. We may verify your identity. Withdrawal may mean a feature requiring the information, such as photo-based assessment, can no longer be provided. Withdrawal does not affect processing already lawfully carried out or information we must retain by law.

Promotional WhatsApp, SMS, email or calls are separate from order and service messages. You may opt out using the unsubscribe option or by contacting support@hellovedics.com. Our online purchase and personalised assessment services are intended for adults. Do not submit another person's information or photographs unless legally authorised.

We may update this Policy and publish the revised version with a new date. Privacy requests: privacy@hellovedics.com.

Grievance Officer: Aiswarya. Email: grievance@hellovedics.com. Phone: +91 6282-435516. Address: Vihara Life Care Private Limited, Ground Floor, VP 19 86/A, Varnalaya Building, Varambatta, Wayanad, Kerala – 670731.