Privacy Policy

1. Who we are

ServVia Dox is provided by ServVia Technologies Private Limited, a company incorporated in India and recognised as a startup by DPIIT ("ServVia", "we", "us", or "our"). This Privacy Policy explains what personal information we process when you use the Service, why, who it is shared with, how long it is kept, and the choices and rights you have.

Contact for privacy matters — Email: contact@servvia.in (or support@servvia.in) · Website: https://dox.servvia.in/

If you do not agree with this Privacy Policy, please do not use the Service.

2. Privacy at a glance

This summary is for convenience only; the full policy below governs.

• ServVia Dox helps you scan, organise and understand laboratory ("lab") reports. It is an educational wellness tool. It is NOT a medical device and does NOT provide medical advice or diagnosis.
• Photographs you take or pick are read on your device using offline text recognition. The images are never uploaded to us.
• PDF files are sent to our server only to extract their text. They are processed in memory and are not saved.
• Before any report text is sent to an AI provider, direct personal identifiers in it (such as patient name, doctor name, email, phone, address) are automatically masked.
• Our server stores NO health data. We do not run a cloud database of your reports. Your scan history, results, profiles, goals and journal live only on your device, encrypted.
• Optional Cloud Backup: you can turn on a backup so you don't lose your history when you change or reset your phone. If you do, an ENCRYPTED copy is stored in YOUR OWN cloud account (your Google Drive), never on our servers. It is OFF by default and AES-256 encrypted; WE never receive the backup or its key. The encryption key is stored alongside the backup in your own Google Drive so that any device you sign in to can restore it, so Google (as your storage provider) could in principle access the contents. You can turn it off or delete it at any time.
• We do not use advertising and we do not embed analytics or tracking software development kits (SDKs) in the App. Our backend does keep a small amount of PHI-free operational analytics (usage counts, which AI model was used, token counts and estimated cost, error types) to run an internal admin dashboard — never your report content, lab values, names, images or PDFs (see Section 4.10).
• Account sign-in is handled by Firebase Authentication; subscriptions are handled by Google Play and RevenueCat.
• You can delete any report, and you can delete your account and all on-device data, from within the App. When you delete your account, the PHI-free operational analytics tied to it are automatically un-linked from you (your account identifier is erased from them) within a few days (see Section 4.10). To prevent abuse of the free trial, an irreversible cryptographic hash of your email address is retained after account deletion (see Section 4.9).

3. The Service and our role

ServVia Dox lets you (a) capture a lab report by camera or gallery image, or upload a PDF; (b) extract and structure the test values; (c) receive an AI-generated, plain-language educational summary; and (d) organise reports for yourself and family members, track trends, set wellness goals, and keep a personal life-events journal.

We act as the data controller / data fiduciary (or equivalent under your local law) for the limited personal information processed through the Service, except where this Policy states that a third party (for example, Firebase Authentication, Google Play, RevenueCat, or an AI provider) processes information under its own terms.

4. Information we process

4.1 Account and authentication information

Sign-in is provided by Google's Firebase Authentication. Depending on the method you choose:

• Email/password: your email address and password are collected and managed by Firebase Authentication on our behalf. We send a verification link to that address and may require you to confirm it before you can use the Service, to verify the address is valid and to help prevent abuse of the free trial.
• Google Sign-In: your Google account email, display name and profile photo URL are provided to the App by Google (Google has already verified this email address).

We receive a unique account identifier (a "Firebase UID") and a short-lived authentication token. The backend uses the Firebase UID to authenticate the request, to enforce anti-abuse limits, and to record a count of free-trial scans used (held on your Firebase Authentication user record as a custom claim so it survives reinstall). We do not separately store your password. Firebase Authentication is operated by Google and processes your credentials under Google's privacy policy.

4.2 Lab report content

• Camera/gallery images: text is recognised entirely ON YOUR DEVICE using offline optical character recognition (Google ML Kit). The image file is never transmitted to our servers.
• PDF uploads: the PDF file is transmitted to our backend only so we can extract its text. It is processed in memory and is not saved as a file or stored in any database.
• Extracted report text typically contains health information (test names, values, units, reference ranges) and may originally contain identifiers such as a patient name, doctor name, email, phone number, address, postal/PIN code, and a report date.

4.3 Masking of direct identifiers

Before any report text is sent to an AI provider, the backend automatically masks direct personal identifiers in it — including patient name, doctor name, email address, phone number, postal address and PIN/zip code — replacing them with an irreversible masked form (for example, "John Doe" becomes "J*** D**"). The unmasked form is briefly held in memory only to render results back to you during that session and is then discarded. We do not retain the report text, the masked text, the parsed values, or the AI summary on our servers after the response is returned to your device.

4.3a Optional Personalisation (opt-in, off by default)

You may optionally enter your own medications, health conditions, allergies and goals in the app, and turn on "Personalisation" in Settings. While it is on, that self-entered context is attached to each scan and sent to the AI provider (Section 8) together with the masked report text, so the educational summary can take it into account. This is the only situation in which context you typed yourself leaves your device. It is used only for that request, is not stored on our servers, and turning Personalisation off stops it being sent. The context you enter is otherwise held on your device (and, if you enable Cloud Backup, in your own cloud) as part of your Health Profile.

4.4 Information stored on your device (only)

• Encrypted (AES-256, key held in your device's hardware-backed secure keystore — Android Keystore / iOS Keychain): your scan history and results, and your life-events journal entries.
• Stored in standard app preferences: the names and emoji you assign to Family Vault profiles, biomarker goal targets, and app flags. This data stays on your device. (Your count of free scans used is an exception: it is stored as a Firebase account claim so it persists across reinstalls, and is therefore held by our authentication provider, not only on your device.)

4.5 Family Vault profiles

You may create multiple profiles (for example, for family members) to organise reports. For each profile only the name and emoji you choose are stored, on your device. You are responsible for having the authority and any necessary consent to add another person's information (see Section 8).

4.6 Subscription and billing information

Optional paid subscriptions are sold through Google Play and managed via RevenueCat, which acts as our processor for subscription state. Google processes your payment; we never receive your full payment-card details. To keep your subscription working across your devices, RevenueCat associates your subscription entitlement with your Firebase UID and receives the purchase/transaction identifiers from Google. These providers process this data under their own privacy policies.

4.7 Limited technical information

Our backend infrastructure provider may process standard technical request data (such as IP address and request metadata) transiently for security, rate-limiting and reliability. No health data is stored.

4.8 What we do NOT do

We do not embed third-party advertising, analytics, crash-reporting or behavioural tracking SDKs in the App. We do not sell personal information. We do not knowingly process the information of persons under 18 as account holders (see Section 8).

4.9 Data retained to prevent abuse of the free trial

The Service offers a limited number of free scans per account before a subscription is required. To prevent that allowance from being refreshed by simply deleting and re-creating an account on the same email address, when you use "Delete Account" we:

• permanently delete your Firebase Authentication account record (your email address and password are removed), and
• retain only an irreversible cryptographic hash of your email address (SHA-256 combined with a secret server-side value) plus the date of deletion, in a small lookup collection. We cannot recover your email address from the hash; we can only recognise the same address — including trivial variants of it, such as added dots or "+tag" suffixes in Gmail addresses — if it is used to sign up again.

This hash is the minimum data needed to prevent free-trial abuse and is held under the legitimate-interests basis (and analogous bases under other applicable laws), and as data necessary to prevent fraud or abuse under Google Play's User Data policy. It contains no health data, no scan content, no name and no payment data. Creating a new account with a different email address is unaffected and starts a fresh free-trial allowance.

If you would like the retained hash removed (for example, because you do not intend to use the Service again), contact contact@servvia.in and we will action your request within the timeframe required by applicable law.

4.10A Optional Cloud Backup (to your own cloud)

The App offers an OPT-IN "Cloud Backup" feature, OFF by default. When you turn it on, the App makes an encrypted copy of your on-device data (your scan history and summaries, Family Vault profiles, biomarker goals and life-events journal) and stores it in YOUR OWN cloud storage account — the hidden, app-private folder of your Google Drive. This copy:

• is AES-256 ENCRYPTED on your device before it is uploaded. WE never receive the backup, its encryption key, or the ability to read it; it is never sent to our servers;
• is stored together with its encryption key in the hidden, app-private folder of your own Google Drive, so that any device you sign in to with the same Google account can restore it without a passphrase. Because the key lives in your Google account next to the backup, Google (as your storage provider, under its own terms and privacy policy) could in principle access the contents. The cloud account you back up to is the one you choose in the App, which is independent of how you sign in to the Service;
• is used to restore your data when you sign in on a new or reset device.

You can turn Cloud Backup off at any time in the App. Because the backup is in your own account, you control it: you may delete it through your Google account, and using "Delete Account" in the App also erases the on-device keys. Keeping access to your cloud account is your responsibility.

4.10 Operational usage analytics (PHI-free)

To monitor the reliability, performance and cost of the Service and to power an internal, admin-only analytics dashboard, our backend records a small stream of PHI-FREE operational events to a managed database (Neon Postgres). These events contain only: an event type (for example, a scan, an AI call, or an error); your Firebase UID (an opaque account identifier, not your name or email); timestamps; the scan type (text or PDF); which AI model/tier served the request; token counts and an estimated AI cost; error type and HTTP status; and request latency.

These events contain NO report content, NO lab values, NO names or other direct identifiers, NO images and NO PDFs. We process them under our legitimate interests (and analogous bases under other applicable laws) in operating, securing and improving the Service.

When you delete your account, the Firebase UID recorded on these events is automatically ERASED (set to null) after a short retention window — within a few days of deletion — so the remaining events can no longer be linked to you. The events themselves are retained in anonymised, aggregate-only form (they hold no direct identifiers), because our operational and cost metrics are computed across all events and would otherwise be distorted. You may also ask us to erase the events associated with your account sooner, or entirely, by contacting contact@servvia.in; we act on such requests without undue delay and within the timeframe required by applicable law.

5. Data retention

5.1 On our servers: no report or health data

We do not retain your report images, PDFs, report text, parsed values or AI summaries on our servers. Each scan is processed transiently and discarded once the result is returned to your device. Short-lived in-memory records used to track an in-progress scan are automatically dropped shortly after the scan completes. We do retain the PHI-free operational analytics events described in Section 4.10, which contain no report content, lab values or health data; when you delete your account the account identifier on those events is automatically erased within a few days (Section 4.10), leaving them anonymised.

5.2 On your device

On-device data persists until you delete the relevant report or profile, use the in-app "Delete Account" function, clear the App's storage, or uninstall the App. Per-profile history is capped, with older entries removed automatically once the cap is exceeded.

5.3 Held by providers

Firebase Authentication retains your account record while your account exists; after deletion the account record is removed and only the email-hash described in Section 4.9 is retained in Cloud Firestore. Google Play and RevenueCat retain subscription and transaction records for as long as needed to operate and account for the subscription, under their own policies.

5.4 If you enable Cloud Backup

The encrypted backup you choose to create (Section 4.10A) persists in YOUR OWN cloud account (your Google Drive) until you delete it or turn the feature off and remove it, under Google's retention and your account settings. We never hold this backup and so cannot delete it for you; you remove it through your Google account. "Delete Account" in the App erases the on-device encryption keys, after which any leftover backup is undecryptable ciphertext.

6. Why we process information

We process information to: authenticate you and secure access; extract and structure your lab report so the Service works; generate the AI educational summary you request; provide history, trends, goals, the Family Vault and the journal (all on your device); operate subscriptions; prevent abuse, fraud and security threats; and comply with law.

Where a legal basis is required (for example, under the EU/UK GDPR), we rely on your consent (which you may withdraw), performance of our contract with you (the Terms of Service), our legitimate interests in operating and securing the Service, and compliance with legal obligations. Health-related information is processed on the basis of your explicit consent and your acting to make it available to the Service. Under India's Digital Personal Data Protection Act, 2023, processing is based on the consent you give when you choose to scan a report and use the Service.

7. Who information is shared with

We do not sell your personal information. Information is shared only as follows:

• AI processing providers: to generate an educational summary, the MASKED report text plus parsed lab values and limited context (such as age and gender, where detected) is sent to one or more third-party AI providers. The Service uses a fallback sequence and may send the request to: Groq; Microsoft Azure OpenAI; Google (Gemini); and/or OpenAI. No name, email, phone, address, image or PDF is sent to them. Each processes the text under its own terms; we do not retain it. If, and only if, you turn on Personalisation (off by default; see Section 4.3a), the medications, health conditions and allergies you have entered yourself are included with that request so the summary can reflect your context; this self-entered context is sent only to the AI provider for that request and is never stored on our servers.
• Authentication: Google Firebase Authentication processes your sign-in.
• Hosting: our backend runs on Hugging Face Spaces, which processes scan requests transiently (no storage of health data).
• Operational analytics: the PHI-free usage events described in Section 4.10 are stored in a managed Neon Postgres database, which processes them as our infrastructure provider under its own terms. No report content or health data is sent to it.
• Subscriptions: Google Play (payment) and RevenueCat (subscription state) as described in Section 4.6.
• Cloud Backup storage (only if you enable it): your ENCRYPTED backup is stored in your own Google Drive (Section 4.10A). Google acts as your storage provider under your Google account and its own terms. We never receive the backup or the key; it is AES-256 encrypted, though because the key is stored in your Google account alongside the backup, Google could in principle access its contents.
• Legal / protective: we may disclose information if required by law or legal process, or where necessary to protect the rights, safety, security or property of users, the public or ServVia.
• Business transfer: if ServVia is involved in a merger, acquisition, or sale of all or part of its business or assets, your information may be transferred as part of that transaction; this Policy will continue to apply to it and we will notify you of any material change.

8. Children and family member data

The Service is intended only for users aged 18 or older. We do not knowingly permit anyone under 18 to create an account. If you add a family member's report (including a minor child's) as a profile in the Family Vault, you confirm that you are that person's parent or legal guardian, or that you otherwise have the lawful authority and any required consent to process their health information through the Service, and you are responsible for that information. That data stays on your device. If you believe a person under 18 has provided information to us as an account holder, contact contact@servvia.in and we will take appropriate steps.

9. International data transfers

The Service is available globally. The providers in Section 7 (hosting, authentication, AI, payments, subscription management) may process information in countries other than your own, including the United States and other jurisdictions whose data-protection laws may differ from those where you live. Where required by applicable law, such transfers rely on appropriate safeguards (for example, standard contractual clauses or equivalent mechanisms made available by those providers). Note that we do not store report data anywhere; report text is only processed transiently to produce your summary.

10. Your rights and choices

10.1 In-app controls

You can: view and delete individual reports; delete a profile and its reports; and use "Delete Account" to permanently delete your Firebase account and irreversibly erase all on-device data (the encrypted history, journal, profiles, goals and the on-device encryption key). Because we store no report data on our servers, deleting on-device data removes it entirely. The PHI-free operational analytics tied to your account are automatically anonymised within a few days of deletion (your account identifier is erased from them; Section 4.10). An irreversible hash of your email address is retained to prevent free-trial abuse, as described in Section 4.9; to request full removal of that hash contact contact@servvia.in.

10.2 Rights you may have

Depending on where you live, you may have rights to access, correct, delete, restrict or object to processing, withdraw consent, and data portability. These include rights under India's Digital Personal Data Protection Act, 2023 (including grievance redressal and nomination); the EU/UK GDPR (including the right to lodge a complaint with a supervisory authority); and the California Consumer Privacy Act/CPRA (including the right to know, delete and correct, and not to be discriminated against for exercising your rights — we do not sell or "share" personal information for cross-context behavioural advertising). Most data is held only on your device or by the providers named above; the in-app controls and those providers' account settings are the primary means of exercising these rights.

10.3 How to exercise your rights

Use the in-app controls at any time, or contact contact@servvia.in. We may need to verify your identity before acting on a request, to protect your information, and will respond within the time required by applicable law. For data held by Firebase, Google Play or RevenueCat, you may also use those services' own account and privacy controls.

10.4 Grievance / privacy contact

For privacy questions, complaints or to exercise your rights, contact us at contact@servvia.in. We will acknowledge and address grievances within the timeframe required by applicable law.

11. Security

We use technical and organisational measures appropriate to the sensitivity of the data, including: encryption in transit (the App requires secure HTTPS connections to the backend in production builds); AES-256 encryption at rest for scan history and the journal on your device, with the key in the device's hardware-backed secure keystore; automatic masking of direct identifiers before any AI transmission; authenticated request handling with fail-closed access control; no server-side storage of health data; and, for the optional Cloud Backup, AES-256 encryption performed on your device before upload so that WE never receive or can read the backup (its key is stored in your own cloud account, so your cloud provider could in principle access it). No method of transmission or storage is completely secure and we cannot guarantee absolute security. You are responsible for keeping your device, your cloud account, and your account credentials secure.

12. AI content and medical disclaimer

ServVia Dox is an educational wellness tool. It is NOT a medical device and does NOT provide medical advice, diagnosis, treatment, or clinical decision-making. AI-generated summaries are produced by automated systems, may be incomplete, inaccurate or out of date, and must not be relied upon for health decisions. Always consult a qualified healthcare professional. For certain sensitive report categories (for example, pathology, oncology, imaging, HIV/STI and prenatal reports), automated AI analysis is disabled. In a medical emergency, contact your local emergency services.

13. Changes to this policy

We may update this Policy from time to time. If we make material changes, we will update the "Last Updated" date and, where appropriate, provide a more prominent notice (for example, in the App or at https://dox.servvia.in/). Your continued use of the Service after an update means you accept the revised Policy, to the extent permitted by law.

14. The Dox website and enquiries

This section covers the Dox website, https://dox.servvia.in/. Our company website, https://www.servvia.in/, has its own Privacy Policy at https://www.servvia.in/privacy.

• No cookies, analytics or tracking: the website does not set cookies, does not use analytics or advertising tools, and does not load third-party scripts or fonts.
• Forms are not stored: the early-access and partner enquiry forms do not send anything to our servers. They only prepare an email in your own email app. Nothing is sent unless you choose to send that email, and you can edit it first.
• Emails you send us: if you send the email, we receive what it contains (usually your name, email address, and any phone number or details you add) at contact@servvia.in, which is hosted by our email provider, Zoho. We use it only to reply to you and to follow up on what you asked for, such as Dox early access or a partnership. We do not add you to marketing lists or share it with anyone else, and we delete it when it is no longer needed for that purpose, or sooner if you ask.
• Hosting: like any website, our hosting provider (Vercel) processes technical request data, such as your IP address and browser type, to deliver the pages and protect them from abuse.

To ask what we hold about you from an enquiry, or to have it deleted, email contact@servvia.in.

15. Contact us

ServVia Technologies Private Limited · Email: contact@servvia.in or support@servvia.in · Websites: https://www.servvia.in/ and https://dox.servvia.in/