A. Introduction

• Gruha Healthcare LLP (hereinafter “Gruha”) recognizes the importance of privacy of its users and of maintaining confidentiality of the information provided by its users as a responsible data controller and data processor.
• This Privacy Policy provides for the practices for handling and securing user’s Personal Information (defined hereunder) by Gruha and its subsidiaries and affiliates.
• This Privacy Policy is applicable to any person (‘User’) who purchases, intends to purchase, or inquire about any product(s) or service(s) made available by Gruha through any of Gruha’s customer interface channels including its website, mobile site & offline channels including call centers and offices (collectively referred herein as “Sales Channels”).
• For the purpose of this Privacy Policy, wherever the context so requires “you” or “your” shall mean User and the term “we”, “us”, “our” shall mean Gruha. For the purpose of this Privacy Policy, Website means the website(s) and mobile site(s).
• By using or accessing the Website or other Sales Channels, the User hereby agrees with the terms of this Privacy Policy and the contents herein. If you disagree with this Privacy Policy, please do not use or access our Website or other Sales Channels.
• This Privacy Policy does not apply to any website(s), mobile sites and mobile apps of third parties, even if their websites/products are linked to our Website. User should take note that information and privacy practices of Gruha’s business partners, advertisers, sponsors or other sites to which Gruha provides hyperlink(s), may be materially different from this Privacy Policy. Accordingly, it is recommended that you review the privacy statements and policies of any such third parties with whom they interact.
• This Privacy Policy is an integral part of your User Agreement with Gruha and all capitalized terms used, but not otherwise defined herein, shall have the respective meanings as ascribed to them in the User Agreement.

B. USERS OUTSIDE THE GEOGRAPHICAL LIMITS OF INDIA

• Please note that the data shared with Gruha shall be primarily processed in India and such other jurisdictions where a third party engaged by Gruha may process the data on its behalf. By agreeing to this policy, you are providing Gruha with your explicit consent to process your personal information for the purpose(s) defined in this policy. The data protection regulations in India or such other jurisdictions mentioned above may differ from those of your country of residence.
• If you have any concerns in the processing of your data and wish to withdraw your consent, you may do so by writing to the following email id: hello@gruhahealthcare.com
• However, if such processing of data is essential for us to be able to provide a service(s) to you, then we may not be able to serve or confirm your bookings after your withdrawal of consent. For instance, if you make a booking (service or equipment), then certain personal information of yours like contact details, gender, baseline assessment, signs and symptoms, previous medical record which may require specific attention or facility etc. may have to be shared by us with our vendors, and they may further process this information for making suitable arrangements for your treatment plan.
• A withdrawal of consent by you for us to process your information may:
  1. severely inhibit our ability to serve you properly and in such case, we may have to refuse the booking of the service altogether, or
  2. unreasonably restrict us to service your booking (if a booking is already made) which may further affect your treatment plan or may compel us to cancel your booking.

C. TYPE OF INFORMATION WE COLLECT AND ITS LEGAL BASIS

• The information as detailed below is collected for us to be able to provide the services chosen by you and to fulfill our legal obligations as well as our obligations towards third parties as per our User Agreement.
• “Personal Information” of User shall include the information shared by the User and collected by us for the following purposes:
  1. Information which you provide while subscribing to or registering on the Website, including but not limited to information about your personal identity such as name, gender, marital status, religion, age etc., your contact details such as your email address, postal addresses, frequent flyer number, telephone (mobile or otherwise) and/or fax numbers. The information may also include information such as your banking details (including credit/debit card) and any other information relating to your income and/or lifestyle; billing information, payment history etc. (as shared by you).
  2. Other information: We many also collect some other information and documents including but not limited to:
     1. Transactional history (other than banking details) about your e-commerce activities, buying behavior.
     2. Your usernames, passwords, email addresses and other security-related information used by you in relation to our Services.
     3. Data either created by you or by a third party and which you wish to store on our servers such as image files, documents etc.
     4. Data available in public domain or received from any third party including social media channels, including but not limited to personal or non-personal information from your linked social media channels (like name, email address, friend list, profile pictures or any other information that is permitted to be received as per your account settings) as a part of your account information.
     5. Information pertaining to any other patient(s) for whom you make a booking. In such a case, you must confirm and represent that each of the other patient(s) for whom a booking has been made, has agreed to have the information shared by you disclosed to us and further be shared by us with the concerned service provider(s).
     6. If you wish to avail our services, you will be required to provide your identity documents like PAN Card, Aadhaar card, driving license, voter ID or any other permissible document for us to be able to provide you with the service.

D. HOW WE USE YOUR PERSONAL INFORMATION

The Personal Information collected maybe used in the following manner:

• While making a booking:
  1. While making a booking, we may use Personal Information including payment details which include cardholder name, credit/debit card number (in encrypted form) with expiration date, banking details, wallet details etc. as shared and allowed to be stored by you. We may also use the information of peoples’ list as available in or linked with your account. This information is presented to the User at the time of making a booking to enable you to complete your bookings expeditiously.
• We may also use your Personal Information for several reasons including but not limited to:
  1. confirm your reservations with respective service providers;
  2. keep you informed of the transaction status;
  3. send booking confirmations either via sms or Whatsapp or any other messaging service;
  4. send any updates or changes to your booking(s);
  5. allow our customer service to contact you, if necessary;
  6. customize the content of our website and mobile site;
  7. request for reviews of products or services or any other improvements;
  8. send verification message(s) or email(s);
  9. Validate/authenticate your account and to prevent any misuse or abuse.
  10. contact you on your birthday/anniversary to offer a special gift or offer.
• Surveys:
  1. We value opinions and comments from our Users and frequently conduct surveys, both online and offline. Participation in these surveys is entirely optional. Typically, the information received is aggregated, and used to make improvements to Website, other Sales Channels, services and to develop appealing content, features and promotions for members based on the results of the surveys. Identity of the survey participants is anonymous unless otherwise stated in the survey.
• Marketing promotions, research, and programs:
  1. Marketing promotions, research, and programs help us identify your preferences, develop programs, and improve user experience. Gruha frequently sponsors promotions to give its Users the opportunity to win great treatment services and treatment related benefits. Personal Information collected by us for such activities may include contact information and survey questions. We use such Personal Information to notify contest winners and survey information to develop promotions and product improvements. As a registered User, you will also occasionally receive updates from us about fare sales in your area, special offers, new services, other noteworthy items (like savings and benefits on treatment plans in virtual, at-home, or transition care center facilities) and marketing programs.
  2. In addition, you may look forward to receiving periodic marketing emails, newsletters and exclusive promotions offering special deals.
  3. From time to time we may add or enhance services available on the Website. To the extent these services are provided, and used by you, we will use the Personal Information you provide to facilitate the service(s) requested. For example, if you email us with a question, we will use your email address, name, nature of the question, etc. to respond to your question. We may also store such Personal Information to assist us in making the Website the better and easier to use for our Users.
  4. Gruha may from time-to-time launch reward programs by way of which users may stand to win travel related rewards or other rewards. We may use your Personal Information to enroll you in the rewards program. Depending on the reward program, each time you win a reward, Gruha may share your Personal Information with a third party that will be responsible for fulfilling the reward to you. You may however choose to opt out of such reward programs by writing to us. For various purposes such as fraud detection, offering bookings on credit etc., we at times may verify information of customers on selective basis, including their credit information. Additionally, Gruha may share your Personal Information, anonymized and/ or aggregated data to a third party that Gruha may engage to perform certain tasks on its behalf, including but not limited to payment processing, data hosting, data processing and assessing credit worthiness for offering bookings on credit.

E. HOW LONG DO WE KEEP YOUR PERSONAL INFORMATION?

• Gruha will retain your Personal Information on its servers for as long as is reasonably necessary for the purposes listed in this policy. In some circumstances we may retain your Personal Information for longer periods of time, for instance where we are required to do so in accordance with any legal, regulatory, tax or accounting requirements.
• Where your personal data is no longer required, we will ensure it is either securely deleted or stored in a way which means it will no longer be used by the business.
• We retain your personal information for as long as is necessary to provide the services to you and others, and to comply with our legal obligations. We retain some of your personal data for legitimate and legal purposes such as 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 to provide you with the services, you can request that we erase your personal information and close your account. Please note that if you request the deletion of your personal information we still can retain information from deleted accounts as necessary for our legitimate business interests.

F. COOKIES AND SESSION DATA

• Cookies
  1. Gruha uses cookies to personalize your experience on the Website and the advertisements that maybe displayed. Gruha’s use of cookies is like that of any other reputable online companies.
  2. Cookies are small pieces of information that are stored by your browser on your device’s hard drive. Cookies allow us to serve you better and more efficiently. Cookies also allow ease of access, by logging you in without having to type your login name each time (only your password is needed); we may also use such cookies to display any advertisement(s) to you while you are on the Website or to send you offers (or similar emails – provided you have not opted out of receiving such emails) focusing on destinations which may be of your interest.
  3. A cookie may also be placed by our advertising servers, or third-party advertising companies. Such cookies are used for purposes of tracking the effectiveness of advertising served by us on any website, and to use aggregated statistics about your visits to the Website in order to provide advertisements on the Website or any other website about services that may be of potential interest to you. The third-party advertising companies or advertisement providers may also employ technology that is used to measure the effectiveness of the advertisements. All such information is anonymous. This anonymous information is collected using a pixel tag, which is an industry standard technology and is used by all major websites. They may use this anonymous information about your visits to the Website to provide advertisements about goods and services of potential interest to you. No Personal Information is collected during this process. The information so collected during this process, is anonymous, and does not link online actions to a User.
  4. Most web browsers automatically accept cookies. Of course, by changing the options on your web browser or using certain software programs, you can control how and whether cookies will be accepted by your browser. Gruha supports your right to block any unwanted internet activity, especially that of unscrupulous websites. However, blocking Gruha cookies may disable certain features on the Website, and may hinder an otherwise seamless experience to purchase or use certain services available on the Website. Please note that it is possible to block cookie activity from certain websites while permitting cookies from websites you trust.
• Automatic Logging of Session Data:
  1. Each time you access the Website your session data gets logged. Session data may consist of various aspects like the IP address, operating system and type of browser software being used and the activities conducted by the User while on the Website. We collect session data because it helps us analyze User’s choices, browsing patterns including the frequency of visits and duration for which a User is logged on. It also helps us diagnose problems with our servers and lets us better administer our systems. The aforesaid information cannot identify any User personally. However, it may be possible to determine a User’s Internet Service Provider (ISP), and the approximate geographic location of User’s point of connectivity through the above session data.

• Service Providers and suppliers:
  1. 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 Gruha you authorize us to share your information with the said service providers and suppliers. It is pertinent to note that Gruha 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 Gruha 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.
  2. Gruha 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:
  1. 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.
  2. If the assets of Gruha 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:
  1. 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 Gruha 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.
  2. Gruha may share your Personal Information to third party that Gruha may engage to perform certain tasks on its behalf, including but not limited to payment processing, data hosting, and data processing platforms.
  3. 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.
  4. Occasionally, Gruha will 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:
  1. In addition to the circumstances described above, Gruha may disclose User’s Personal Information if required to do so:
     1. by law, required by any enforcement authority for investigation, by court order or in reference to any legal process;
     2. to conduct our business;
     3. for regulatory, internal compliance and audit exercise(s)
     4. to secure our systems; or
     5. to enforce or protect our rights or properties of Gruha 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.
  2. 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

• Gruha provides an option to its users to post their experiences by way of reviews, ratings, and general poll questions. The customers also have an option of posting questions w.r.t a service offered by Gruha or post answers to questions raised by other users. Gruha may also hire a third party to contact you and gather feedback about your recent service booking with Gruha. Though participation in the feedback process is purely optional, you may still receive emails, notifications (app, SMS, WhatsApp or any other messaging service) for you to share your review(s) or answer questions posted by other users. The reviews may be written or in a video format. The reviews written or posted may also be visible on other healthcare related platforms.
• The UGC that Gruha collects may be of the following kinds:
  1. Review and Ratings
  2. Question and Answers
  3. Crowd Source Data Collection (poll questions).
• Each User can post reviews or ratings, Q&A, photographs, which other Users will be able to access. Other Users may be able to view the number of services availed, reviews written, questions asked and answered and photographs posted.

I. HOW CAN YOU OPT-OUT OF RECEIVING OUR PROMOTIONAL E-MAILS?

• You will occasionally receive e-mail updates from us about fare sales in your area, special offers, new Gruha services, and other noteworthy items. We hope you will find these updates interesting and informative. If you wish not to receive them, please click on the “unsubscribe” link or follow the instructions in each e-mail message.

J. 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 access 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.

K. WITHDRAWAL OF CONSENT AND PERMISSION

• You may withdraw your consent to submit any or all Personal Information or decline to provide any permissions on the Website as covered above at any time. In case, you choose to do so then your access to the Website may be limited, or we might not be able to provide the services to you. You may withdraw your consent by sending an email to hello@gruhahealthcare.com

L. YOUR RIGHTS QUA PERSONAL INFORMATION

• You may access your Personal Information and also correct your personal information or delete such information by sending an email to hello@gruhahealthcare.com

M. ELIGIBILITY TO TRANSACT WITH Gruha

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

N. CHANGES TO THE PRIVACY POLICY

• We reserve the right to revise the Privacy Policy from time to time to suit various legal, business and customer requirements. We will duly notify the users as may be necessary.
• You may always submit concerns regarding this Privacy Policy via email to us at hello@gruhahealthcare.com. Gruha shall endeavor to respond to all reasonable concerns and inquiries.