INSTACARE
PRIVACY AND POLICY

Effective Date: October 9, 2025
Version: 1.0
Jurisdiction: Chennai, Tamil Nadu, India

1. INTRODUCTION

InstaCare Healthcare Solutions Private Limited ("InstaCare", "we", "us", or "our") operates the InstaCare mobile application and web platform (collectively, the "Platform") that connects patients with verified healthcare professionals for home healthcare services in Chennai, Tamil Nadu.

This Privacy Policy explains how we collect, use, disclose, and protect your personal data in compliance with the Digital Personal Data Protection Act, 2023 (DPDP Act), Information Technology Act, 2000, and other applicable Indian privacy laws.

By using our Platform, you consent to the collection and use of your personal data as described in this Privacy Policy.

2. DEFINITIONS

• Data Principal: You, as the individual whose personal data we process
• Data Fiduciary: InstaCare, as the entity determining the purpose and means of processing personal data
• Personal Data: Any data relating to an identified or identifiable individual
• Sensitive Personal Data: Health information, medical records, biometric data, and financial information
• Processing: Collection, recording, storage, use, disclosure, or deletion of personal data

3. INFORMATION WE COLLECT

3.1 Personal Information

• Account Information: Name, email address, phone number, date of birth, gender
• Address Information: Complete address, pincode, landmark details for service delivery
• Identity Verification: Government-issued ID details for account verification
• Emergency Contacts: Family member or friend contact details for emergency situations

3.2 Health Information

• Medical History: Relevant medical conditions, allergies, current medications
• Service Records: Details of healthcare services received through our platform
• Health Preferences: Preferred healthcare providers, service types, and care instructions
• Insurance Information: Health insurance details for claim processing (if applicable)

3.3 Technical Information

• Device Information: Device type, operating system, unique device identifiers
• Usage Data: App usage patterns, feature interactions, session duration
• Location Data: Real-time location for service delivery coordination
• Communication Data: Messages, calls, and interactions with healthcare partners

3.4 Financial Information

• Payment Details: Payment method information, transaction history
• Billing Information: Service charges, payment receipts, refund details

4. HOW WE USE YOUR INFORMATION

4.1 Service Provision

• Booking Services: Match you with appropriate healthcare professionals
• Service Delivery: Coordinate home healthcare services at your location
• Quality Assurance: Monitor service quality and patient safety
• Customer Support: Provide assistance and resolve service issues

4.2 Safety and Security

• Identity Verification: Verify user accounts and prevent fraudulent activities
• Background Checks: Ensure safety of healthcare service interactions
• Emergency Response: Contact emergency contacts during medical emergencies
• Incident Management: Handle adverse events and safety concerns

4.3 Communication

• Service Updates: Send booking confirmations, service reminders, and updates
• Health Information: Share relevant medical information with assigned healthcare partners
• Platform Updates: Notify about new features, policy changes, and important announcements
• Marketing Communications: Send promotional offers and health tips (with your consent)

4.4 Legal Compliance

• Regulatory Requirements: Comply with healthcare regulations and government directives
• Legal Proceedings: Respond to legal requests and court orders
• Audit and Investigation: Support regulatory audits and internal investigations

5. INFORMATION SHARING

5.1 Healthcare Partners

We share your relevant health and contact information with verified healthcare professionals assigned to provide services to you, including:

• Medical history and current health conditions
• Contact details and address for service delivery
• Emergency contact information
• Service-specific requirements and preferences

5.2 Service Providers

We may share your information with trusted third-party service providers who assist in:

• Payment processing and financial transactions
• Technology infrastructure and data storage
• Customer support and communication services
• Data analytics and quality improvement

5.3 Legal Requirements

We may disclose your information when required by law, including:

• Court orders and legal proceedings
• Government investigations and regulatory compliance
• Public health emergencies and safety concerns
• Prevention of fraud and illegal activities

5.4 Business Transfers

In the event of a merger, acquisition, or sale of assets, your information may be transferred to the new entity, subject to the same privacy protections.

6. DATA SECURITY

6.1 Technical Safeguards

• Encryption: All personal data is encrypted during transmission and storage
• Access Controls: Strict access controls limiting data access to authorized personnel only
• Secure Infrastructure: Industry-standard security measures for data centers and servers
• Regular Audits: Periodic security assessments and vulnerability testing

6.2 Administrative Safeguards

• Staff Training: Regular privacy and security training for all employees
• Data Handling Policies: Comprehensive policies governing data processing activities
• Incident Response: Established procedures for handling data breaches and security incidents
• Vendor Management: Due diligence and contracts ensuring third-party security compliance

7. DATA RETENTION

7.1 Retention Periods

• Account Information: Retained for the duration of your account plus 3 years after closure
• Health Records: Retained for 7 years as per medical record keeping requirements
• Transaction Data: Retained for 7 years for financial and tax compliance
• Communication Records: Retained for 2 years for quality assurance purposes

7.2 Deletion Process

• Account Deletion: Personal data deleted within 30 days of account closure request
• Legal Requirements: Some data may be retained longer to comply with legal obligations
• Anonymization: Data may be anonymized for statistical and research purposes

8. YOUR RIGHTS

8.1 Access and Correction

• Data Access: Request access to your personal data we hold
• Data Correction: Request correction of inaccurate or incomplete information
• Data Portability: Request a copy of your data in a structured, machine-readable format

8.2 Consent Management

• Consent Withdrawal: Withdraw consent for specific data processing activities
• Marketing Opt-out: Unsubscribe from marketing communications at any time
• Location Services: Disable location tracking through device settings

8.3 Data Protection

• Data Deletion: Request deletion of your personal data (subject to legal requirements)
• Processing Restriction: Request limitation of data processing in certain circumstances
• Complaint Rights: File complaints with the Data Protection Board of India

9. CHILDREN'S PRIVACY

InstaCare services are intended for users aged 18 and above. We do not knowingly collect personal information from children under 18 without parental consent. If we become aware of such collection, we will take steps to delete the information.

Healthcare services for minors are provided only with proper parental/guardian consent and supervision.

10. INTERNATIONAL DATA TRANSFERS

10.1 Data Localization

All personal data collected from users in India is stored and processed within India in compliance with data localization requirements.

10.2 Cross-Border Transfers

Any cross-border data transfers (if required) will be conducted only with:

• Explicit user consent
• Adequate data protection safeguards
• Compliance with applicable data transfer regulations

11. COOKIES AND TRACKING

11.1 Cookies Usage

We use cookies and similar technologies to:

• Maintain user sessions and preferences
• Improve platform functionality and user experience
• Analyze usage patterns and platform performance
• Provide personalized content and recommendations

11.2 Tracking Controls

You can control cookie settings through your browser preferences. Disabling cookies may affect platform functionality.

12. THIRD-PARTY SERVICES

12.1 Integration Services

Our platform integrates with third-party services including:

• Payment Gateways: For secure payment processing
• Communication Services: For calls, messages, and notifications
• Map Services: For location-based service delivery
• Analytics Tools: For platform improvement and user insights

12.2 Third-Party Privacy

Each integrated service has its own privacy policy. We encourage you to review their privacy practices before using these services.

13. PRIVACY BY DESIGN

13.1 Default Settings

• Privacy-friendly default settings for all new accounts
• Minimal data collection necessary for service provision
• Granular privacy controls for users
• Regular privacy impact assessments

13.2 Transparency

• Clear and understandable privacy notices
• Regular updates on privacy practices
• Open communication about data processing activities
• User-friendly privacy controls and settings

14. CONTACT INFORMATION

14.1 Privacy Queries

For any privacy-related questions or concerns, contact our Data Protection Officer:

• Email: privacy@instacare.com
• Phone: +91-XXXX-XXXX-XX
• Address: InstaCare Healthcare Solutions Pvt. Ltd., Chennai, Tamil Nadu, India

14.2 Complaints

If you believe your privacy rights have been violated, you may file a complaint with:

• InstaCare Privacy Team: privacy@instacare.com
• Data Protection Board of India: [Contact details as notified]

15. UPDATES TO THIS POLICY

15.1 Policy Changes

We may update this Privacy Policy periodically to reflect changes in laws, features, or practices.

15.2 Notification

• Material Changes: 30 days advance notice via email and in-app notification
• Minor Changes: Updated policy posted on platform with revision date
• Continued Use: Continued use of platform constitutes acceptance of updated policy

16. COMPLIANCE FRAMEWORK

16.1 Regulatory Compliance

This Privacy Policy complies with:

• Digital Personal Data Protection Act, 2023
• Information Technology Act, 2000 and Rules
• Clinical Establishments Act, 1997 (Tamil Nadu)
• Consumer Protection Act, 2019

16.2 Industry Standards

We adhere to healthcare industry privacy standards including:

• NABH Digital Health Standards
• Ayushman Bharat Digital Mission Guidelines
• Medical Council of India Guidelines
• International Healthcare Privacy Best Practices

Last Updated: October 9, 2025

Next Review: January 9, 2026

© 2025 InstaCare Healthcare Solutions Private Limited. All rights reserved.