Privacy Policy

Last updated on: July 5th, 2024

A. Privacy Policy of Mriduvandan Health Tech Pvt. Ltd. - MRIDUVANADAN HEALTH TECH PRIVATE LIMITED, a company registered under Company Act XXXXXX. (hereinafter referred to as "CareYogi" which is a trademark owned by one of the Directors of Mriduvandan Health Tech Private Limited) values the privacy of its users and is committed to maintaining the confidentiality of their information as a responsible data controller and processor. - This Privacy Policy outlines the practices employed by CareYogi and its subsidiaries and affiliates in handling and safeguarding users' Personal Information (as defined herein). - The Privacy Policy applies to any individual ("User") who purchases, intends to purchase, or inquires about any products or services offered by CareYogi through any of its customer interface channels including the website, mobile site, mobile app, and offline channels such as call centers and offices (collectively referred to as "Sales Channels"). - For this Privacy Policy, "you" or "your" refers to the User, while "we", "us", or "our" refers to CareYogi. The term "Website" encompasses the website(s), mobile site(s), and mobile app(s). - By using or accessing the Website or other Sales Channels, the User agrees to the terms of this Privacy Policy and its contents. If you do not agree with this Privacy Policy, please refrain from using or accessing our Website or other Sales Channels. - This Privacy Policy does not apply to any third-party websites, mobile sites, or mobile apps, even if they are linked to our Website. Users should note that the information and privacy practices of CareYogi's business partners, advertisers, sponsors, or other sites linked to CareYogi may significantly differ from this Privacy Policy. It is recommended that you review the privacy policies of any such third parties with whom you interact. - This Privacy Policy is an integral part of your User Agreement with CareYogi. All the terms used but not otherwise defined herein shall have the meanings ascribed to them in the User Agreement. - CareYogi values the privacy of its users and is committed to maintaining the confidentiality of their information as a responsible data controller and processor.

B. Consent to Collect and Process Data

• Data Processing and Consent: Please be aware that any data shared with CareYogi will primarily be processed in India, as well as in other jurisdictions where third-party entities engaged by CareYogi may handle the data on its behalf. By agreeing to this policy, you explicitly consent to CareYogi processing your personal information for the purposes outlined in this policy. It is important to note that data protection laws in India and other mentioned jurisdictions may differ from those in your country of residence.
• Withdrawing Consent: If you have any concerns regarding the processing of your data and wish to withdraw your consent, you can do so by contacting us at: info@careyogis.com.
• Impact of Consent Withdrawal: However, if the processing of your data is essential for us to provide certain services to you, we may not be able to serve you or confirm your bookings once consent is withdrawn. For example, when you make a booking (for a service or equipment), specific personal details such as contact information, gender, baseline assessment, symptoms, previous medical records requiring specific attention, or necessary facilities may need to be shared with our vendors. These vendors may further process your information to make suitable arrangements for your treatment plan.
• Consequences of Withdrawal: Withdrawing your consent for us to process your information may: a. Significantly impede our ability to provide you with proper service, potentially resulting in the refusal of your service booking altogether, or b. Unreasonably restrict our capacity to fulfill your existing booking, which may negatively impact your treatment plan or force us to cancel your booking.

C. Type of Information We Collect and Its Legal Basis - Purpose of Data Collection: We collect the following information to provide you with the selected services and to comply with our legal obligations and responsibilities to third parties as outlined in our User Agreement. - Personal Information: "Personal Information" includes any details you provide and we collect for the following purposes: a. Website Registration: When you subscribe to or register on our Website, you may provide information about your individual identity such as name, gender, marital status, religion, and age, as well as your contact details like email address, postal address, frequent flyer number, and phone (mobile or landline) and fax numbers. This information may also include banking details (such as credit/debit card information), and other information related to your income and lifestyle, billing information, and payment history. b. Additional Information: We may also collect other types of information and documents, including but not limited to: i. Transactional History: Details about your e-commerce activities and buying behavior (excluding banking details). ii. Security Information: Usernames, passwords, email addresses, and other security-related information you use for our Services. iii. Data Storage: Data created by you or third parties that you choose to store on our servers, such as image files and documents. iv. Public and Third-Party Data: Information available in the public domain or obtained from third parties, including social media platforms. This may include personal or non-personal information from linked social media accounts (e.g., name, email address, friend list, profile pictures, or any other information allowed by your account settings). v. Patient Information: Information about other patients for whom you make bookings through your registered CareYogi account. You must ensure that each patient consents to having their information shared with us and further disclosed to the relevant service providers. vi. Identity Documents: If you wish to use our services, you may need to provide identity documents like PAN Card, Aadhaar card, driving license, voter ID, or other permissible documents to facilitate services such as auto-check-in

D. How Do We Use Your Personal Information?

Use of Personal Information in Bookings:

• During Booking: a. When making a booking, we may use Personal Information including payment details such as the cardholder's name, credit/debit card number (encrypted), expiration date, banking details, and wallet information, as provided and permitted by you. We may also utilize information from your contacts list linked to your account. This information is presented to you during the booking process to facilitate quick and efficient bookings.

Other Uses of Personal Information:

• We may also use your Personal Information for several purposes, including but not limited to: a. Confirming your reservations with the relevant service providers. b. Keeping you updated on the transaction status. c. Sending booking confirmations via SMS, WhatsApp, or other messaging services. d. Informing you of any updates or changes to your booking(s). e. Allowing our customer service team to contact you if necessary. f. Customizing the content on our website, mobile site, and mobile app. g. Requesting reviews for products or services or other improvements. h. Sending verification messages or emails. i. Validating/authenticating your account to prevent misuse or abuse. j. Contacting you on some special occasions with a special gift or offer.

Surveys:

• We value feedback from our Users and frequently conduct surveys, both online and offline. Participation in these surveys is voluntary. Typically, the information gathered is aggregated and used to improve the Website, other Sales Channels, services, and to develop attractive content, features, and promotions for members based on survey results. The identity of survey participants remains anonymous unless specified otherwise in the survey.

Marketing Promotions, Research, and Programs:

Marketing promotions, research, and programs help us identify your preferences, develop programs, and enhance user experience. CareYogi frequently sponsors promotions to provide Users with opportunities to win excellent services and related benefits. Personal Information collected for such activities may include contact details and survey responses. We use this information to notify contest winners and to refine our promotions and products. As a registered User, you will also occasionally receive updates about fare sales in your area, special offers, new services, and other noteworthy items such as savings and benefits on treatment plans in virtual, at-home, or transition care center facilities, as well as information on marketing programs.

• Additionally, you may receive periodic marketing emails, newsletters, and exclusive promotions offering special deals.
• From time to time, we may add or enhance services available on the Website. To facilitate these services, we use the Personal Information you provide. For example, if you email us with a question, we will use your email address, name, and the nature of the question to respond. We may also store such Personal Information to help improve the Website and make it more user-friendly.
• CareYogi may launch reward programs that allow users to win travel-related or other rewards. We may use your Personal Information to enroll you in these programs, and your status will be visible each time you log in to the Website. Depending on the reward program, we may share your Personal Information with third parties responsible for delivering the rewards. You can opt out of these programs by contacting us. For purposes such as fraud detection and offering bookings on credit, we may verify customer information on a selective basis, including their credit details. Additionally, CareYogi may share your Personal Information, either anonymized or aggregated, with third parties that it engages to perform tasks on its behalf, such as payment processing, data hosting, data processing, and assessing creditworthiness for offering bookings on credit.

E. How Long Do We Keep Your Personal Information?

• Retention Duration: CareYogi will keep your Personal Information on its servers for as long as reasonably necessary for the purposes outlined in this policy. In certain cases, we may retain your Personal Information for longer periods, such as when required to comply with legal, regulatory, tax, or accounting obligations.
• Data Deletion: When your personal data is no longer required, we will ensure it is either securely deleted or stored in a manner that prevents its use for business purposes.
• Service and Compliance: We retain your Personal Information for as long as necessary to provide services to you and others, and to fulfill our legal obligations. We may also retain some of your personal data for legitimate and lawful reasons, such as for security, fraud prevention, or regulatory compliance. For example, we may keep records of your transactions, communications, or disputes. If you no longer want us to use your personal information or wish to terminate our services, you can request the deletion of your personal information and closure of your account. However, please note that even if you request the deletion of your personal information, we may retain certain information from deleted accounts as necessary for our legitimate business interests.

F. Cookies and Session Data

Cookies

• Personalization and Advertising: a. CareYogi uses cookies to enhance your experience on the Website and to tailor advertisements displayed to you. Our use of cookies is consistent with practices of other reputable online companies.

  b. Cookies are small pieces of data stored by your browser on your device’s hard drive. They enable us to serve you more efficiently and improve your experience. For instance, cookies allow for easier access by remembering your login details, so you only need to enter your password each time. Additionally, we may use cookies to display relevant advertisements or send you offers focused on destinations that might interest you (unless you have opted out of such communications).

  c. Cookies may also be placed by our advertising servers or third-party advertising companies. These cookies track the effectiveness of advertisements we display on various websites and collect aggregated statistics about your visits to provide relevant advertisements on our Website or other websites. Third-party advertising companies may use technology to measure the effectiveness of their ads. This data collection is anonymous and is gathered using pixel tags, which is a standard technology used by major websites. The collected information helps tailor advertisements to your interests without collecting any Personal Information, and does not link your online actions to you personally.

  d. Most web browsers accept cookies automatically, but you can change your browser settings or use specific software to control how cookies are accepted. CareYogi supports your right to block unwanted internet activity. However, blocking our cookies might disable certain features on the Website, potentially disrupting your ability to purchase or use some services. Note that you can block cookies from certain sites while allowing them from others you trust.

Automatic Logging of Session Data

• Session Data Logging: a. Every time you access the Website, your session data is logged. This data may include your IP address, operating system, browser type, and the activities you perform on the Website. We collect session data to analyze user preferences, browsing patterns, frequency of visits, and session duration. This information helps us diagnose server issues and manage our systems more effectively. While session data does not personally identify you, it can provide insights into your Internet Service Provider (ISP) and approximate geographic location.

G. WITH WHOM YOUR PERSONAL INFORMATION IS SHARED

• Service Providers and suppliers:

  • Your information shall be shared with the end service providers like healthcare professionals, Transition Care Center staff, Medical Equipment rent/purchase suppliers, medicine delivery service providers, or any other suppliers who are responsible for fulfilling your booking. You may note that while making a service booking with CareYogi, you authorize us to share your information with the said service providers and suppliers. It is pertinent to note that CareYogi does not authorize the end service provider to use your information for any other purpose(s) except as may be for fulfilling their part of service. However, how the said service providers/suppliers use the information shared with them is beyond the purview and control of CareYogi as they process Personal Information as independent data controllers, and hence we cannot be made accountable for the same. You are therefore advised to review the privacy policies of the respective service provider or supplier whose services you choose to avail.
  • CareYogi does not sell or rent individual customer names or other Personal Information of Users to third parties except sharing of such information with our business / alliance partners or vendors who are engaged by us for providing various referral services and for sharing promotional and other benefits to our customers from time-to-time basis their booking history with us.

• Companies in the same group:

  • In the interests of improving personalization and service efficiency, we may, under controlled and secure circumstances, share your Personal Information with our affiliate or associate entities. This will enable us to provide you with information about various products and services, which you might require; or help us address your questions and requests in relation to your bookings.
  • If the assets of CareYogi are acquired, our customer information may also be transferred to the acquirer depending upon the nature of such acquisition. In addition, as part of business expansion/development/restructuring or for any other reason whatsoever, if we decide to sell/transfer/assign our business, any part thereof, any of our subsidiaries or any business units, then as part of such restructuring exercise customer information including the Personal Information collected herein shall be transferred accordingly.

• Business partners and third-party vendors:

  • We may also share certain filtered Personal Information to our corporate affiliates or business partners who may contact the customers to offer certain products or services, which may include free or paid products/services, which will enable the customer to have better healthcare experience or to avail certain benefits specially made for CareYogi customers. Examples of such partners are entities offering co-branded credit cards, health insurance, or similar sensitive information etc. If you choose to avail any such services offered by our business partners, the services so availed will be governed by the privacy policy of the respective service provider.
  • CareYogi may share your Personal Information to third party that CareYogi may engage to perform certain tasks on its behalf, including but not limited to payment processing, data hosting, and data processing platforms.
  • We use non-identifiable Personal Information of Users in aggregate or anonymized form to build higher quality, more useful online services by performing statistical analysis of the collective characteristics and behavior of our customers and inquirers, and by measuring demographics and interests regarding specific areas of the Website. We may provide anonymous statistical information based on this data to suppliers, advertisers, affiliates, and other current and potential business partners. We may also use such aggregate data to inform these third parties as to the number of people who have seen and clicked on links to their websites. Any Personal Information which we collect and which we may use in an aggregated format is our property. We may use it, in our sole discretion and without any compensation to you, for any legitimate purpose including without limitation the commercial sale thereof to third parties.
  • Occasionally, CareYogiwill hire a third party for market research, surveys etc. and will provide information to these third parties specifically for use in connection with these projects. The information (including aggregate cookie and tracking information) we provide to such third parties, alliance partners, or vendors are protected by confidentiality agreements and such information is to be used solely for completing the specific project, and in compliance with the applicable regulations.

• Disclosure of information:

  • In addition to the circumstances described above, CareYogi may disclose User's Personal Information if required to do so:
    • by law, required by any enforcement authority for investigation, by court order or in reference to any legal process;
    • to conduct our business;
    • for regulatory, internal compliance and audit exercise(s)
    • to secure our systems; or
    • to enforce or protect our rights or properties of CareYogi or any or all of its affiliates, associates, employees, directors or officers or when we have reason to believe that disclosing Personal Information of User(s) is necessary to identify, contact or bring legal action against someone who may be causing interference with our rights or properties, whether intentionally or otherwise, or when anyone else could be harmed by such activities.
  • Such disclosure and storage may take place without your knowledge. In that case, we shall not be liable to you or any third party for any damages howsoever arising from such disclosure and storage.

H. User-Generated Content

Posting Reviews and Feedback

• User Reviews and Ratings:
  • CareYogi offers its users the ability to share their experiences through reviews, ratings, and by participating in polls. Users can also ask questions about services offered by CareYogi or respond to queries posted by other users. Additionally, CareYogi may employ a third party to contact you for feedback on your recent service booking. While participation in these feedback processes is optional, you may still receive emails or notifications (via app, SMS, WhatsApp, or other messaging services) inviting you to share your review(s), answer user questions, or provide feedback. Reviews can be written or recorded in video format and may also be displayed on other healthcare-related platforms.

Types of User-Generated Content

• User-Generated Content (UGC):

  • The types of UGC that CareYogi may collect include a. Reviews and Ratings. b. Questions and Answers. c. Crowd-Sourced Data Collection (e.g., poll questions).

    User Profiles

• Profile Visibility:

  • Each user who posts reviews, ratings, Q&A, or photographs will have a profile that other users can access. Other users can view the number of services you have availed, the reviews you have written, questions you have asked and answered, and photographs you have posted.

I. How to Opt-Out of Receiving Our Promotional Emails - Promotional Emails: - You may periodically receive email updates from us, informing you about fare sales in your area, special offers, new services from CareYogi, and other important information. We aim to make these updates engaging and beneficial for you. However, if you prefer not to receive these emails, you can easily opt-out by clicking on the "unsubscribe" link included in each email, or by following the instructions provided in the message.

J. Permissions Required for Using Our Mobile Applications When you install the CareYogi app (including on your phone or tablet, you'll see a list of permissions required for the app to function effectively. These permissions cannot be customized and are essential for the app’s performance. Below is a detailed list of the permissions required, the data accessed, and how it is used:

Android Permissions:

1. Device & App History:

   • Data Accessed: Information about your device, such as OS name, OS version, mobile network, hardware model, and unique device identifier.
   • Usage: This data helps optimize your healthcare service experience and leverages O S-specific capabilities to enhance user interaction.

2. Identity:

   • Data Accessed: Details of your accounts on your mobile device.
   • Usage: Used to autofill email IDs, facilitating a typing-free experience, mapping email IDs for special offers, and enabling Facebook and Google+ logins.

3. Location:

   • Data Accessed: Your current location.
   • Usage: Provides location-specific deals and recommendations for nearby Transition Care Centers. It also helps auto-fill your location during service bookings for a personalized experience.

4. SMS:

   • Data Accessed: Access to your SMS messages.
   • Usage: Used to autofill OTPs and validate your mobile number, ensuring a seamless booking process without switching between apps. Also used for PNR status confirmation.

5. Phone:

   • Data Accessed: Phone call permissions.
   • Usage: Allows direct calls to healthcare professionals or Transition Care Centers through the app.

6. Contacts:

   • Data Accessed: Access to your contact list.
   • Usage: Enables social features like sharing your recovery status with family and storing information on our servers, synced from your device.

7. Photo/Media/Files:

   • Data Accessed: Access to media and files on your device.
   • Usage: Saves map data locally to avoid re-downloading, providing a seamless map-based service selection experience even on low bandwidth.

8. Wi-Fi Connection Information:

   • Data Accessed: Information about your Wi-Fi connection.
   • Usage: Optimizes app experience, enabling detailed maps, better image loading, and more healthcare service options.

9. Device ID & Call Information:

   • Data Accessed: Android ID and contact details.
   • Usage: Used for user identification and autofilling details for a smooth booking experience.

10. Calendar:

    • Data Accessed: Access to your calendar.
    • Usage: Allows the app to add your healthcare plan to your calendar.

11. Camera:

    • Data Accessed: Access to your device camera.
    • Usage: Enables photo and video uploads for profile pictures and reviews, and allows QR code scanning for payments.

12. Video/Audio:

    • Data Accessed: Access to video and audio.
    • Usage: Facilitates video reviews with clear audio for a better feedback experience.

13. Phone Number:

    • Data Accessed: Access to your phone number.
    • Usage: Simplifies login, optimizes booking, enables UPI services, and helps prevent fraud.

14. IMEI/IMSI:

    • Data Accessed: Unique device identifiers.
    • Usage: Used for user identification and fraud prevention.

15. Subscription Information:

    • Data Accessed: Access to your subscription details.
    • Usage: Enhances app performance based on your network and subscription status.

16. SIM Serial Number:

    • Data Accessed: SIM card serial number.
    • Usage: Authenticates mobile number for UPI registration and ensures number validity.

17. Bluetooth:

    • Data Accessed: Access to Bluetooth settings.
    • Usage: Facilitates services like locking/unlocking self-driven vehicles through third-party integrations.

iOS Permissions:

1. Notifications:
   • Data Accessed: Permission for notifications.
   • Usage: Sends promotional offers, service updates, and travel-related notifications. Without this, updates will be sent via SMS.
2. Contacts:
   • Data Accessed: Access to your contacts.
   • Usage: Enables social features like sharing recovery progress and sending referral links, with data stored on our servers.
3. Location:
   • Data Accessed: Access to your current location.
   • Usage: Offers location-specific deals, auto-detects location for bookings, and adjusts recommendations based on location. For international travel, it determines your time zone for accurate information.
4. Siri:
   • Data Accessed: Permission to use Siri.
   • Usage: Allows you to make healthcare service bookings through Siri.
5. Camera & Photo Library:
   • Data Accessed: Access to your camera and photo library.
   • Usage: Enables you to upload or take new profile photos and reviews, enhancing your interaction with the app.

These permissions are essential for CareYogi to provide a seamless and efficient user experience, leveraging the full capabilities of your device to enhance your healthcare service interactions.

K. HOW WE PROTECT YOUR PERSONAL INFORMATION?

• All payments on the Website are secured. This means all Personal Information you provide is transmitted using TLS (Transport Layer Security) encryption. TSL is a proven coding system that lets your browser automatically encrypt, or scramble, data before you send it to us. Website has stringent security measures in place to protect the loss, misuse, and alteration of the information under our control. Whenever you change or access your account information, we offer the use of a secure server. Once your information is in our possession we adhere to strict security guidelines, protecting it against unauthorized access.

L. Withdrawal of Consent and Permissions

• You have the right to withdraw your consent to provide any or all Personal Information or decline permissions on our Website at any time. If you choose to do so, your access to the Website may be restricted, and we may be unable to provide certain services to you. To withdraw consent, please email us at wecare@careyogis.com.

M. Your Rights Regarding Personal Information

• You can access your Personal Information through your user account with CareYogi. You may also update or delete your personal information (excluding mandatory fields) directly from your user account. If you do not have a user account, please contact us at info@careyogis.com

N. Eligibility to Transact with CareYogi.

• You must be at least 18 years old to transact directly with CareYogi and to consent to the processing of your personal data.

O. Changes to the Privacy Policy

• We reserve the right to revise the Privacy Policy periodically to comply with legal, business, and customer requirements. Users will be duly notified of any changes.
• For any concerns regarding this Privacy Policy, please contact us at info@careyogis.com. CareYogi will endeavour to address all reasonable concerns and inquiries.

Terms and Conditions :

• CareYogi is committed to delivering excellence in healthcare services, prioritizing patient-centered care, innovative technology-driven processes, and optimal clinical outcomes. Patient and family cooperation is crucial to achieving our mission. Please review this agreement carefully, as it outlines the understanding between you ('Patient') and CareYogi('Agency') regarding the requested services. Our authorized representative can provide clarifications on the agreement's contents.
• Service Details: a. The CareYogi representative has thoroughly explained the services to the Patient's Next of Kin (NOK). b. Clear distinctions between different service categories and their deliverables have been provided. c. Shift timings are confirmed as agreed upon during the onboarding process. d. Each admission at CareYogi involves a standard care assessment, support, and supervisory visits according to protocols. e. Staff assignments are based on care requirements, covering assigned staff's days off and emergency leaves; replacements are allocated based on availability. f. In unavoidable situations, services may be temporarily suspended until alternative arrangements are made. g. Services will be rendered as per advance booking and the service agreement.
• Payment Terms: a. Advance payment of estimated charges and recurring deposits for subsequent service cycles are required. b. Additional charges apply if the same staff continues during their off days, leaves, or public holidays. c. Service costs may vary based on changing care requirements due to the patient's condition. d. Additional charges apply for consumables used during care. e. Transportation charges vary if the patient requires staff accompaniment to different locations. f. The family assumes responsibility for any injuries sustained by staff during service.
• General Terms and Conditions:
• This agreement is effective from the signing date for one year or until services are availed, whichever is earlier, extendable by mutual consent or terminated per terms.
• No direct cash payments to staff unless authorized.
• Professional service fees include applicable taxes but exclude goods and services tax.
• Services are strictly as agreed upon; any changes require written agreement.
• Basic amenities for staff at the beneficiary's premises are the beneficiary's responsibility.
• Staff will not perform domestic chores.
• Respectful treatment of staff by the beneficiary and family members is expected.
• Staff entitlements under labor laws include leave provisions.
• Staff replacements may occur with notice; unsuitable replacements will be addressed promptly.
• Termination with notice or mutual consent; immediate termination for material breach.
• Financial settlements upon termination; no refunds upon death or relocation.
• Non-solicitation clause post-termination; breach may incur penalties.
• Governed by Indian law; disputes resolved in New Delhi courts.
• Service-Specific Terms: a. Acceptance of inherent risks by the beneficiary in receiving services. b. Limitation of liability for infection, injury, or death during service provision. c. Indemnification of CareYogi by the beneficiary for claims arising from service-related incidents.
• Feedback and Contact: For concerns, feedback, suggestions, or complaints regarding care or services, contact our Service Excellence Desk at info@careyogis.com or call 9810918237.
• By continuing to use our website and/or mobile app, you acknowledge understanding and agreement with the above terms and conditions.