This privacy policy ("Privacy Policy") explains how we collect, use, share, disclose and protect Personal information about the Users of the Services, including the Practitioners (as defined in the Terms of Use, the End-Users (as defined in the Terms of Use), and the visitors of Website and platform (jointly and severally referred to as “you” or “Users” in this Privacy Policy). We created this Privacy Policy to demonstrate our commitment to the protection of your privacy and your personal information. Your use of and access to the Services is subject to this Privacy Policy and our Terms of Use. Any capitalized term used but not defined in this Privacy Policy shall have the meaning attributed to it in our Terms of Use.

Adinid Digital Automation Private Limited (“us”, “we”, or “mend.zone”, which also includes its affiliates) is the author and publisher of the internet resource www.mend.zone (“Website”) as well as the software and applications provided by us including, but not limited to the mobile and web platforms (together with the Website, referred to as the “Services”).

By using the services or by otherwise giving us your information, you will be deemed to have read, understood and agreed to the practices and policies outlined in this privacy policy and agree to be bound by the privacy policy. You hereby consent to our collection, use and sharing, disclosure of your information as described in this privacy policy.

This privacy policy may be subject to further changes including as may be warranted by change in law. We reserve the right to change, modify, add or delete portions of the terms of this privacy policy, at our sole discretion, at any time. Your continued engagement with us will imply your acceptance of such updates to this policy.

If You do not agree with any of the terms and conditions of this Privacy Policy, please do not proceed further to use this Site or the App or any Services. This Privacy Policy is subject to change at any time without notice. To make sure You are aware of any changes, please review this policy on this Site or the App periodically.

If you use the services on behalf of someone else (such as your child or parent) or an entity (such as your employer), you represent that you are authorised by such individual or entity to (i) accept this privacy policy on such individual’s or entity’s behalf, and (ii) consent on behalf of such individual or entity to our collection, use and disclosure of such individual’s or entity’s information as described in this privacy policy.

This Privacy Policy is incorporated by reference into the Terms. Any capitalized terms used but not defined in this Privacy Policy have the meaning given to them in the Terms.

This Privacy Policy is published in compliance with, inter alia:

• Section 43A of the Information Technology Act, 2000 (“IT Act”);
• Rule/Regulation 4 of the Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Information) Rules, 2011 (the “SPI Rules”);
• Regulation 3(1) of the Information Technology (Intermediaries Guidelines) Rules, 2011.

What information is collected on the Platform?

We may collect certain Personal Information including Sensitive Personal Data or Information (as defined below) from you and/or your family members and/or your dependents while using our Platform or directly from the concerned insurer and/or your employer, if applicable.

Personal Information means any information that relates to or identifies you and/or your family members and/or your dependents and may include name, identity card number, date of birth, employee code, email address, residential address, mobile number, alternate telephone number, etc.

We inform you that our Platform may collect certain Personal Information and/or Sensitive Personal Data or Information about you and/or your family members and/or your dependents such as medical and health records including but not limited to your prescription, test reports, past medical history, etc.

We understand that the Personal Information and/or Sensitive Personal Data or Information is extremely private to you and/or your family members and/or your dependents and assure you that it will be used only for providing required healthcare services as mutually agreed to be rendered by us, and as stated under this Policy.

While using our Platform and for availing of any of our services, you would be required to give us your and/or your family member's and/or your dependent's Personal Information and/or Sensitive Personal Data or Information​. This could be done post login on our Platform using the credentials given by us, which will be shared with you by email, which is unique to you and you will be required to change the password at the time of first login.

When you visit our Platform, we may use location services to determine your current location in order to determine the city or area you are located within to help you in selecting of right provider for the services you wish to avail. While using our Platform, you may also be required to give us access to a few files available on your device. In case you do not want us to use your location for the purposes set forth above, you should turn off the location services. We may use your photo gallery or camera only to facilitate the uploading of documents or files in certain flow but we will not access information without your explicit consent. You have the option not to provide us with consent or to subsequently revoke consent, for our use of your device's camera/file and folders.

We utilize “cookies” and other tracking technologies. A “cookie” is a small text file that may be used, for example, to collect information about activity on the Site or the App. Some cookies and other technologies may serve to recall information previously indicated or submitted by a User. Most browsers/mobile settings allow You to control cookies, including whether or not to accept them and how to remove them. You may set most browsers/mobile applications to notify You if You receive a cookie, or You may choose to block cookies with Your browser/mobile applications.

Tracking technologies may record information such as internet domain and host names, internet protocol (IP) addresses, browser software and operating system types, stream patterns, and dates and times that Our Site or App is accessed. Our use of cookies and other tracking technologies allows Us to improve Our Site or the App and Your experience.

At all times, You may refuse all cookies on Your browser or the App by changing Your settings to the extent permissible on Your device. However, by doing so, You may not be able to use certain features on the Platform or take full advantage of all the offerings and interest-based advertising. You can remove cookies by following the directions provided in Your mobile’s “help” file or the browser.

The eSPI Rules 2011 further define “Sensitive Personal Data or Information” of a person to mean personal information about that person relating to:

• Passwords
• financial information such as bank accounts, credit and debit card details or other payment instrument details
• physical, physiological, and mental health conditions
• sexual orientation
• medical records and history
• biometric information
• information received by the corporate body under lawful contract or otherwise
• visitor details as provided at the time of registration or thereafter; and call data records

Use of Personal Information

WE COLLECT PERSONAL INFORMATION FOR VARIOUS PURPOSES INCLUDING, BUT NOT LIMITED TO THE FOLLOWING:

• To provide effective Services;
• To rectify customer support-related issues;
• To operate and improve the Website or Application;
• To Perform Academic/Studies, Clinical or Other Research and Analysis for our Understanding, Information, Analysis, Services and Technologies to Provide all users with Improved Quality of Care; and to ensure that the Content and Advertising Displayed are Customized to your Interests and Preferences;
• To contact the customer via phone, SMS, email or third-party communication services such as WhatsApp, etc. for appointments, technical issues, payment reminders, obtaining feedback and other security announcements;
• To send promotional and marketing emails from mend.zone or any of Our channel partners via SMS, email, snail mail or third-party communication services such as WhatsApp, Facebook etc.;
• To advertise products and Services of mend.zone and third parties;
• To share with Our business partners the provision of specific services You have ordered to enable them to provide effective Services to the Customer;
• To administer or otherwise carry out mend.zone's obligations concerning any Agreement You have with Us;
• To respond to subpoenas, court orders, or legal process, or to establish or exercise mend.zone's legal rights or defend against legal claims;
• To investigate, prevent, or take action regarding illegal activities, suspected fraud, and violations of mend.zone's Terms of Use, breach of mend.zone's agreement with the User or as otherwise required by law;

PRIVACY STATEMENTS

If you have voluntarily provided your Personal Information to mend.zone for any of the purposes stated above, you hereby consent to such collection and use of such information by mend.zone. However, mend.zone shall not contact You on Your telephone number(s) for any purpose including those mentioned in this sub-section 4.1(iii), if such telephone number is registered with the Do Not Call registry (“DNC Registry”) under the PDPA without your express, clear and unambiguous written consent.

Collection, use and disclosure of information that has been designated as Personal Information or Sensitive Personal Data or Information’ under the SPI Rules requires your express consent. By affirming your assent to this Privacy Policy, you provide your consent to such use, collection and disclosure as required under applicable law.

You are responsible for maintaining the accuracy of the information you submit to us, such as your contact information provided as part of account registration. If your personal information changes, you may correct, delete inaccuracies, or amend information by making the change on our member information page or by contacting us through [email protected]. We will make good faith efforts to make requested changes in our then active databases as soon as reasonably practicable. If you provide any information that is untrue, inaccurate, out of date or incomplete (or becomes untrue, inaccurate, out of date or incomplete), or We have reasonable grounds to suspect that the information provided by you is untrue, inaccurate, out of date or incomplete, we may, at its sole discretion, discontinue the provision of the Services to you. There may be circumstances where mend.zone will not correct, delete or update your Personal Data, including (a) where the Personal Data is opinion data that is kept solely for evaluative purposes; and (b) the Personal Data is in documents related to a prosecution if all proceedings relating to the prosecution have not been completed.

If you wish to cancel your account or request that we no longer use your information to provide you with Services, contact us at [email protected]. We will retain your information for as long as your account with the Services is active and as needed to provide you with the Services. We shall not retain such information for longer than is required for the purposes for which the information may lawfully be used or is otherwise required under any other law for the time being in force. After a period of time, your data may be anonymized and aggregated, and then may be held by us as long as necessary for us to provide our Services effectively, but our use of the anonymized data will be solely for analytic purposes. Please note that your withdrawal of consent, or cancellation of account may result in mend.zone being unable to provide you with its Services or to terminate any existing relationship mend.zone may have with you.

Users may have limited access to the Website without creating an account on the Website. Unregistered Users can make appointments with the doctors by providing their name and phone number. In order to have access to all the features and benefits on our Website, a User must first create an account on our Website. To create an account, a User is required to provide the following information, which such User recognizes and expressly acknowledges is Personal Information allowing others, including mend.zone, to identify the User: name, User ID, email address, country, ZIP/postal code, age, phone number, password chosen by the User and valid financial account information. Other information requested on the registration page, including the ability to receive promotional offers from mend.zone, is optional. mend.zone may, in future, include other optional requests for information from the User to help mend.zone to customize the Website to deliver personalized information to the User.s

mend.zone does not exercise control over the sites displayed as search results or links from within its Services. These other sites may place their cookies or other files on the User’s computer, collect data or solicit personal information from the User, for which mend.zone is not responsible or liable. Accordingly, mend.zone does not make any representations concerning the privacy practices or policies of such third parties or terms of use of such websites, nor does mend.zone guarantees the accuracy, integrity, or quality of the information, data, text, software, sound, photographs, graphics, videos, messages or other materials available on such websites. The inclusion or exclusion does not imply any endorsement by mend.zone of the website, the website's provider, or the information on the website. If you decide to visit a third-party website linked to the Website, you do this entirely at your own risk. mend.zone encourages the User to read the privacy policies of that website.

The Website may enable the User to communicate with other Users or to post information to be accessed by others, whereupon other Users may collect such data. Such Users, including any moderators or administrators, are not authorized to mend.zone representatives or agents, and their opinions or statements do not necessarily reflect those of mend.zone, and they are not authorized to bind mend.zone to any contract. mend.zone hereby expressly disclaims any liability for any reliance or misuse of such information that is made available by Users or visitors in such a manner.

mend.zone has implemented best international market practices and security policies, rules and technical measures to protect the personal data that it has under its control from unauthorised access, improper use or disclosure, unauthorised modification and unlawful destruction or accidental loss. However, for any data loss or theft due to unauthorized access to the User’s electronic devices through which the User avails the Services, mend.zone shall not be held liable for any loss whatsoever incurred by the User.

mend.zone implements reasonable security practices and procedures and has a comprehensive documented information security programme and information security policies that contain managerial, technical, operational and physical security control measures that are commensurate with respect to the information being collected and the nature of mend.zone’s business.

mend.zone takes your right to privacy very seriously and other than as specifically stated in this Privacy Policy, will only disclose your Personal Information in the event it is required to do so by law, rule, regulation, law enforcement agency, governmental official, legal authority or similar requirements or when mend.zone, in its sole discretion, deems it necessary to protect its rights or the rights of others, to prevent harm to persons or property, to fight fraud and credit risk, or to enforce or apply the Terms of Use.

To the extent necessary to provide End-Users with the Services, mend.zone may provide their Personal Information to third-party contractors who work on behalf of or with mend.zone to provide End-Users with such Services, to help mend.zone communicate with End-Users or maintain the Website or independent third-party service providers to process payment instructions including providing a payment deferral facility to End-Users concerning the Services. These third-party service providers have access to information needed to process payments, but may not use it for other purposes. Generally, these contractors do not have any independent right to share this information, however, certain contractors who provide services on the Website, including the providers of online communications services, may use and disclose the personal information collected in connection with the provision of these Services under their privacy policies. In such circumstances, you consent to us disclosing your Personal Information to contractors, solely for the intended purposes only.

mend.zone strongly encourages parents and guardians to supervise the online activities of their minor children and consider using parental control tools available from online services and software manufacturers to help provide a child-friendly online environment. These tools also can prevent minors from disclosing their name, address, and other personally identifiable information online without parental permission. Although the mend.zone Website and Services are not intended for use by minors, mend.zone respects the privacy of minors who may inadvertently use the internet or the mobile application.

Our Platform may contain certain advertisements and links to third-party websites. We would like to clarify that we do not control or guarantee the accuracy, safety and integrity of the Personal Information and/or Sensitive Personal Data or Information you provide if you choose to, share your information with these advertisers and third-party websites. It is, therefore, advised that you go through their terms and conditions and privacy policy before providing any Personal Information and/or Sensitive Personal Data or Information about yourself and/or your family members and/or your dependents on these websites.

We have stringent, strong, security measures undertaken to ensure against the loss, misuse or alteration of Personal Information and/or Sensitive Personal Data or Information about you and/or your family members and/or your dependents with us. We shall take all necessary precautions to safeguard your information and protect it from any unauthorized use. We have an SSL Certificate issued by a trusted certification authority and other safety measures in place to guard your information with us against any theft or unlawful usage or modification thereof. You are advised, however, that internet technology is not 100% safe and you should exercise discretion on using the same. The Information Security Management System of the Company conforms to the ISO 27001:2013 standard.

Consent

By using our Platform and providing your and/or your family members and/or your dependents' Personal Information and/or Sensitive Personal Data or Information, you hereby consent to the collection, storage, disclosure, transfer, processing and usage of your and/or your family members and/or your dependents' Personal Information and/or Sensitive Personal Data or Information by us as per the terms of this Privacy Policy. Kindly frequent this section to keep yourself updated on any changes made by us in the Privacy Policy.

You hereby confirm to the Company that you have taken necessary consent from your family members and/or your dependents for submission of their Personal Information and/or Sensitive Personal Data or Information with us.

Right to opt-out: The Company respects your privacy considerations and hence provides an option to you, to not provide the Personal Information and/or Sensitive Personal Data or Information sought to be collected. Further, you can also withdraw your consent which was earlier given to the Company, and the same must be communicated to the Company in writing. However, we inform you that on your electing to opt out (as envisaged in this section) or on withdrawal of your consent, the Company may not be in a position to provide you with necessary services/benefits for which the Personal Information and/or Sensitive Personal Data or Information was sought to be collected.

You can stop all collection of information by the mobile application easily by uninstalling the mobile application from your device. You may use the standard uninstall processes as may be available as part of your mobile device or via the mobile application.

Further, you will have the option to “not provide your consent” or withdraw any consent given earlier, provided that the decision to not provide consent /withdrawal of the consent is communicated to us at [email protected]