Privacy Policy

1. Introduction

Welcome to CareMate ("we," "us," "our," or "Company"). CareMate is a booking platform that connects patients ("Users") with independent healthcare providers ("HPs") — such as doctors, clinics, and hospitals — allowing Users to search for HPs, book appointments, and make payments through the App.

CareMate is a technology intermediary only. We do not provide medical advice, diagnosis, treatment, or care coordination, and we are not involved in the medical consultation itself. The healthcare service is provided solely by the HP you book. Our role is limited to facilitating discovery, booking, and payment.

This Privacy Policy explains how we collect, use, store, share, and protect your personal information when you use the CareMate mobile application and related services (collectively, the "App"). It also describes your rights regarding your personal data.

By using CareMate, you agree to the practices described in this Privacy Policy. This Policy is framed in accordance with the Digital Personal Data Protection Act, 2023 (DPDPA) and other applicable Indian data protection laws.

2. Information We Collect

2.1 Booking-Related Information

• Appointment details: HP selected, date/time, department/specialty booked
• Reason for visit or symptoms, if you choose to enter this (optional, shared only with the HP you book)
• Booking history

We do not collect, store, or have access to your medical records, diagnosis, prescriptions, or consultation notes.

2.2 Profile Health Information

You may optionally add information about existing medical conditions, diseases, or allergies to your CareMate profile. This is sensitive personal data collected only with your separate, explicit consent. It is visible only to you and to an HP when you book with them — never shared with third parties for marketing or analytics.

2.3 Location Data

Approximate or precise device location, if you enable location services, used to show nearby HPs and improve search results.

2.4 Contact Information

• Name, email address, phone number
• Any emergency contact you optionally choose to add

2.5 Payment Information

Billing details, transaction history, and payment method information (processed via third-party payment processors — we do not store full card details on our servers).

2.6 Automatically Collected Information

• Device information (model, OS version, unique device identifiers)
• App usage data, log files, crash reports
• IP address and approximate location derived from it

3. How We Use Your Information

We use your data to:

• Show you relevant HPs based on location, specialty, and availability
• Facilitate appointment booking between you and the HP
• Process payments for the appointment through the App
• Send booking confirmations, reminders, and updates
• Improve, personalize, and troubleshoot the App
• Comply with legal obligations and prevent fraud

4. Legal Basis and Consent

Under the DPDPA, we process your personal data based on your explicit consent, obtained at signup and before collecting sensitive categories like health data or location. You may withdraw consent at any time through App settings.

5. How We Share Your Information

We do not sell your personal data. We may share information with:

• The healthcare provider (HP) you book — name, contact details, appointment details, and any health information you've chosen to share
• Service providers (cloud hosting, payment processors, analytics) under strict data-processing agreements
• Legal authorities, if required by law, court order, or to protect safety
• Business transfers, in the event of a merger or acquisition (you will be notified)

6. Data Storage and Security

• Data is stored on secure servers located in India, with encryption in transit (TLS) and at rest
• Access to booking and payment data is restricted to authorized personnel on a need-to-know basis
• We conduct regular security audits and vulnerability assessments

7. Data Retention

We retain personal data only as long as necessary to provide the App's services, comply with legal obligations, resolve disputes, and enforce agreements. You may request deletion of your account and associated data at any time.

8. Your Rights

As a data principal under the DPDPA, you have the right to:

• Access your personal data
• Correct or update inaccurate data
• Erase your data (right to be forgotten), subject to legal retention requirements
• Withdraw consent at any time
• Nominate another individual to exercise your rights in case of death or incapacity
• Grievance redressal through our Grievance Officer

9. Children's Privacy

CareMate is not intended for use by children under 18. If a parent or guardian books an appointment on behalf of a minor, the parent/guardian is responsible for the accuracy of the information provided.

10. Cross-Border Data Transfers

If your data is transferred or stored outside India, we ensure such transfers comply with DPDPA requirements and that recipient countries/entities provide adequate data protection safeguards.

11. Changes to This Policy

We may update this Privacy Policy periodically. Material changes will be notified via in-app alerts or email. Continued use of the App after changes constitutes acceptance.

12. Grievance Officer

Name: Abhishek Surve
Response Time: We aim to resolve grievances within 30 days.