Privacy
Policy.

1. Scope of this policy

This Privacy Policy explains how Samadhan Sarathi ("we", "us", "the Company") collects, uses, stores, shares and protects personal information when you use this website or our services. It applies to visitors to the website and to clients of both our services — Bima Samadhan (case handling) and DraftKit (documents we draft for you to file yourself).

We follow the Digital Personal Data Protection Act, 2023 ("DPDP Act") and the Information Technology Act, 2000 together with the rules made under them.

By using this website or our services you agree to this policy. If you do not agree with it, please do not use the website or the services.

2. Definitions

Personal data means any information about you from which you can be identified.

Data Principal means you — the individual the personal data relates to.

Data Fiduciary means the party that decides why and how personal data is processed. For this website, that is Samadhan Sarathi.

Processing means anything done with personal data — collecting, storing, using, sharing, correcting or deleting it.

3. What we collect

We collect only what we need in order to assess and handle your matter.

Information you give us

• Your name, email address, telephone number and city
• Details of your grievance — what happened, dates, and the decision you are challenging
• Documents you choose to upload or send us, which may include policy documents, rejection letters, correspondence, bank or payment records and medical records

Information collected automatically

• Your IP address, browser type, device type and pages viewed on this website

Uploading documents is always optional and at your discretion. Please do not send us documents that are not relevant to your matter.

4. Why we use it

We use your personal data to:

• assess whether we can help with your grievance
• prepare, draft and file grievance letters, escalations, petitions and applications on your behalf
• contact you about your matter and respond to your questions
• issue receipts and meet our tax and accounting obligations
• keep the website secure and prevent misuse
• comply with the law, including court orders and requests from authorities entitled to make them

We do not sell your personal data. We do not use your case documents for advertising.

5. The basis on which we process your data

Under the DPDP Act we process personal data either with your consent, or where the Act permits processing for a legitimate use — for example where you have voluntarily given us information for a purpose you asked us to carry out, or where processing is required to comply with a law or a court order.

Where we rely on consent, you may withdraw it at any time. Withdrawing consent does not affect anything lawfully done before withdrawal, and it may mean we can no longer continue with your matter.

6. Your rights

Under the DPDP Act you have the right to:

• Access — ask us to confirm what personal data of yours we hold and how we have used it
• Correction and erasure — ask us to correct data that is inaccurate or incomplete, or to delete data we no longer need
• Nominate — appoint another person to exercise these rights on your behalf if you die or become unable to act
• Withdraw consent — at any time, as described above
• Grievance redressal — raise a complaint with us about how we have handled your data, as set out in section 12

To exercise any of these rights, write to our Grievance Officer at care@samadhansarathi.in. We may need to verify your identity before we act, so that we do not disclose your data to someone else.

We may need to keep some data even after a deletion request, where a law requires us to retain it.

7. Children

Our services are intended for adults. We do not knowingly provide services to anyone under 18 years of age without the verifiable consent of a parent or lawful guardian.

We do not track children, profile them, or direct advertising at them.

If you believe a child's personal data has been given to us without proper consent, write to care@samadhansarathi.in and we will delete it.

8. How long we keep it, and how we protect it

We keep personal data only for as long as it is needed for the purpose it was collected for, or for as long as a law requires us to keep it. After that we delete it or remove anything that identifies you.

We protect personal data using access controls, secure storage, and restrictions on who within the Company can see case documents.

No method of storage or transmission is completely secure. If a personal data breach occurs, we will inform you and the Data Protection Board of India as the DPDP Act requires.

9. Sharing and transfers

We share personal data only where it is necessary:

• with the insurer, bank, financial provider, grievance officer, forum or public authority your matter is being put to — this is the purpose of the service
• with service providers who help us operate, such as our website host and payment gateway, and only to the extent they need it
• and, for DraftKit orders, AI service providers that help us read documents and prepare drafts, only to the extent needed to provide the service.
• where the law requires it, or to establish or defend a legal claim

Our website host and some service providers may store data outside India. Where that happens, transfers are made in accordance with the DPDP Act, which permits transfer to any country other than those the Central Government restricts.

10. DraftKit orders

This section explains what happens to your information when you order a DraftKit service, such as the Letter Kit, on our order page at draftkit.samadhansarathi.com. The rest of this policy also applies.

What the order page asks for

• Your details: name, mobile number, email address, postal address, city, state and PIN code.
• Your case: the insurer or bank, your policy or account number, any claim number, any earlier complaint ID, and what happened.
• Your documents: the papers you choose to add, such as the policy, the rejection letter, medical records or bank records. These may contain information about your health or your money.
• Your voice note (only if you choose to add one): a recording of you explaining your case, and the language you spoke in.
• Your agreement: the date and time you agreed to our terms and to this policy, and which version of them you agreed to.

Why we use it

We use it only to prepare your document, send it to you, answer your questions about your order, issue your tax invoice, and keep records that the law requires.

Use of AI tools

To prepare a first draft, we may use AI-assisted tools to read your documents. If you add a voice note, it may be turned into text by an AI tool, which is told the language you chose. Every draft is checked by our team before it is sent to you. Our AI service providers process your information only to do this work for us, and some of them may do so outside India, as section 9 explains.

Separate consent for voice notes

A voice note is optional. If you add one, you give a separate consent for it on the order page. You can withdraw that consent at any time by writing to us. We will then delete the recording and its text, and prepare your document from what you typed and the documents you added.

How we keep it safe

• The order page is reached only over a secure (HTTPS) connection.
• Your details, your answers and the names of your files are stored in encrypted form.
• Your files are stored in a private area of our server in India, which cannot be reached from the internet.
• Photos you add are saved again as clean copies, so hidden information in them, such as the location where a photo was taken, is removed.
• Files that could harm our systems, such as programs or documents containing hidden scripts, are refused.

If you do not complete payment

If an order is not paid, it is deleted, with its files, 7 days after it was started.

After you pay

• Payment: your payment is handled by a licensed payment gateway. We never see or store your card, UPI or bank login details.
• Your order: your details, answers and files are moved into our customer records system (Zoho, which keeps our data in India), and removed from the order page's server.
• How long we keep it: we keep your documents and the prepared document for 12 months after delivery, so that you can ask for a copy and we can answer any query. We then delete them, except where a law requires us to keep something longer, such as invoices and tax records.

Cookies on the order page

The order page uses only the cookies it needs to work safely, such as one that protects the form against misuse. It does not use advertising or analytics cookies.

Your choices

You can ask us at any time to see, correct or delete your information, or withdraw your consent, by writing to care@samadhansarathi.in. Withdrawing consent is as easy as giving it. If you withdraw consent before your document is ready, we may not be able to finish it; the DraftKit Payment and Refund Policy explains what happens to your payment. If you are not satisfied with our answer, you may complain to the Data Protection Board of India, as section 12 explains.

11. Cookies

This website uses cookies and similar technologies for essential functions, to remember your preferences, and to measure how the site is used.

We collect site-usage data. We record which pages are viewed, how visitors arrive at the site, roughly where in the world they are, and what kind of device and browser they use. We use this to see which pages are useful and where people get stuck, so that we can improve the site.

Two tools do this. Cloudflare Web Analytics counts page views without cookies and without identifying anyone. Google Analytics gives us a fuller picture; it sets cookies on your device and the data it gathers is processed by Google. Neither tool is given your name, your email address, your phone number or any detail of your case, and we do not use either to identify you personally.

If you would rather not be counted, you can block or delete cookies through your browser settings, use your browser's private or incognito mode, or turn on its tracking protection. Some parts of the site may not work properly if you block cookies altogether.

12. Grievance redressal

If you have a complaint about how we have handled your personal data, contact our Grievance Officer:

We will acknowledge your complaint within 48 hours and aim to resolve it within 30 days.

If you are not satisfied with our response, you may escalate the matter to the Data Protection Board of India.

13. Changes to this policy

We may update this policy to reflect changes in the law or in how we work. The current version is always published on this page, with the "last updated" date shown at the top.

If we make a significant change, we will take reasonable steps to bring it to your attention.

14. Who we are

This website and the services described on it are operated by: