(SARVAM DIGITAL PLATFORM)
A. Tattva Home Healthcare Private Limited, a company incorporated under the laws of India with the Registrar of Companies, Chennai and having registered office at No. 480, Fourth Floor, Khivraj Complex II, Anna Salai, Nandanam, Chennai 600 035, Tamil Nadu (hereinafter, “One Life”) owns and operates the Sarvam Digital Platform, which includes but is not limited to software applications and mobile applications (hereinafter, “Sarvam”) to provide a range of home healthcare services and/or products to patients (hereinafter, “Services and/or Products”).
(a) Information Technology Act, 2000,
(b) Rule 4 of the Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011,
(c) Rule 3(1)(a) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021,
(d) Indian Medical Council Act, 1956,
(e) Indian Medical Council (Professional Conduct, Etiquette and Ethics) Regulations, 2002, and
(f) Telemedicine Practice Guidelines, 2020.
1.2. Personally Identifiable Information: Personally Identifiable Information includes but is not limited to the User’s name, email address, phone number, residential address, photograph, identity, address proof and other such information collected by One Life to provide its Services and/or Products to the User through Sarvam. One Life does not share Personally Identifiable Information with any individuals, organisations or other companies.
1.3. Financial Information: To avail certain Services and/or Products, User(s) may be required to subscribe to or purchase such Services and/or Products by entering the requisite payment details and billing information. Such information may be captured by Third Party Service Providers. User(s) are advised to read the terms and conditions of such Third Party Service Providers before proceeding with any transaction.
1.4. User Information: User Information includes the User’s:
(a) Personally Identifiable Information,
(b) Personal Health Information (including data from Google Fit, Apple Health and other fitness devices),
(c) Technical Information (such as IP Address),
(d) Location Information,
(e) Security Information (such as Username, Password),
(f) Financial Information and
(g) other details as may be required to avail of the Services and/or Products.
One Life does not collect sensitive personal or security related information, such as passwords, which are encrypted. User(s) are solely responsible for the User Information provided by them and they have the option not to provide any information if they do not intend to avail any Service and/or Product. User(s) may modify the User Information provided at any time after the registration or creation of an account.
1.5. User on behalf of Third Party: If a User creates an account or provides User Information on behalf of any legal entity, third party or minor, the User represents and acknowledges that they are legally authorised to act on their behalf and provide such information. One Life shall not be liable for any third party claims or damages arising from any such action in this regard.
2. PURPOSE OF USER INFORMATION
The User Information provided by the User and collected by One Life on Sarvam may be for any of the following purposes and the User explicitly consents to the same:
(a) Communicating with the User
(b) Providing the Services contemplated under Sarvam
(c) Offering new Services
(d) Analytical purposes in anonymous form or as de-identified data and for this purpose One Life may take assistance of their affiliates and trusted business partners in India or outside India for research, development, studies, betterment of services, understanding the User’s experience, serving the individual needs of the User(s) and improving the overall health services / health outcome of the User(s). One Life may disclose aggregated information, but it will never contain information that will identify a single User.
(e) Obtaining feedback
(f) For conducting Audit(s)/Review
(g) Recording their telephonic, video and chat conversations and/or consultations during their interaction with healthcare professionals (hereinafter, “HCP”) and other support staff and One Life may use it for legal, training and quality purposes
(h) Customising User needs and sending personalised communications
(i) Linking User accounts with third party health account(s) including but not limited to Google Fit, Apple Health for tracking their health activities and such other third parties as may be required for providing the Services available on Sarvam
(j) To send messages including but not limited to emailers, bulk emailers, SMS, etc., intimating the User about One Life’s healthcare services, healthcare packages, offers and other promotional content. These messages may be sent using Third Party Service Providers.
3. DATA PROTECTION
3.1. User Information is stored securely and confidentially and may be accessed, used or disseminated by One Life on their servers and databases (including through cloud storage) and as per the terms specified herein. One Life does not disclose or share any information which is collected from Users with third parties, save and except in accordance with this Policy, as per procedure prescribed by law or in compliance of legal obligations.
3.2. User(s) agree and consent to One Life’s right to utilise the User Information, posts, contents and other personal data for the purpose of providing Services and/or Products through Sarvam. Any comments and reviews posted by the User may be public and searchable on the internet. One Life cannot guarantee or prevent other Users or third parties from viewing or making copies of such information.
4. PROCESSING AND DISCLOSURE OF USER INFORMATION
4.1. General Disclosures: User Information collected on Sarvam forms an essential part of the business structure and may be used or shared as described hereinbelow and User(s) hereby explicitly consent to the same:
(a) Third Party Service Providers: User Information, including but not limited to contact details, health information and such other information as may be required will be shared with Third Party Service Provider(s), retailers, logistics providers, e-mail service providers and other providers for providing the Services and/or Products for the User(s) pursuant to the User(s) requests, especially while facilitating any pharmacy and laboratory services and for billing and transactions. User Information is likely to be exchanged while booking appointments, fulfilling orders, delivering laboratory reports, etc., and for sending communications on Sarvam and through e-mailers, SMS, etc.
(b) Associated Services: User Information may also be used for providing:
(i) appropriate Services and/or Products and features available on Sarvam for the User,
(ii) assistance, and
(iii) effective search results and links (including listings and paid services).
(c) Audit & Review: User Information, consultation transcripts and/or summary (including but not limited to telephonic, video and chat conversations) that might be generated during the User’s interaction with HCPs or during transactions on Sarvam may be used by One Life or shared with Third Party(ies) for the purpose of:
(i) review or conducting audits with the intent of improving the overall quality of services and care, providing an enhanced consultation experience to User(s) and for the training of HCPs,
(ii) handling grievances and complaints, and
(iii) meeting regulatory and statutory requirements.
One Life assures that any User Information exchanged for the above purposes shall be subject to stringent confidentiality obligations imposed on third parties.
(d) Analytics: User Information in de-identified form may be used by One Life or shared with third parties either in India or outside India for analytical purposes and for improving the User experience of Sarvam.
(e) Disclosure Compelled by Law:
(i) One Life may share User Information if directed by any judicial or statutory authority or to comply with the applicable law.
4.2. Promotions: With a view to provide better Services and/or Products, One Life may send communications to the User regarding its Services and/or Products. If the User does not wish to receive such communications, they may unsubscribe in accordance with the procedure set out for the same.
5. THIRD PARTY SERVICE PROVIDERS
5.1. One Life may provide certain Services and/or Products contemplated under Sarvam either directly or through Third Party Service Providers. Users acknowledge that Third Party Service Providers are not under the direction, supervision and control of One Life and One Life expressly disclaims any and all liabilities associated therewith. User(s) are advised to note this while providing any personal or security related information.
5.2. One Life may avail the services of Third Party Service Providers for e-mail communications to the User. Such service providers will have access to certain User Information and they will be processing the User’s data and information on behalf of One Life. The service providers may place cookies and embed tracking technologies, which can be enabled or disabled by the User. The service providers also track the open and click activity of the e-mail communications by the User. Users have the option to unsubscribe from receiving such e-mail communications.
6.1. One Life implements high standard security measures to protect the security, confidentiality and integrity of the User Information and related data from unauthorised access. To this effect, One Life uses certain physical, managerial, technical and operational safeguards as per the industry standards and established best practices.
6.2. To protect the User’s privacy and security, One Life takes steps to verify the User’s identity before granting Users access to accounts, or before Users can make modifications to their information. Users are advised to maintain a strong password to help ensure the security of User accounts.
6.3. Notwithstanding the above, Users may note that no online platform can completely eliminate security risks. Users may also note that the internet service provider where Sarvam is hosted is not a completely secure environment. Therefore, One Life cannot warrant 100% security of the User Information from being hacked, misused or copied and in such cases, Users agree not to hold One Life responsible for any consequences arising therefrom.
7.2. One Life reserves its right to terminate the provision of Services and/or Products to any User who does not subscribe to or violates the terms of this Policy without prior notice.
8. GENERAL TERMS
8.1. Electronic Record: This Policy document is an “electronic record” within the meaning of Section 2(t) of the Information Technology Act, 2000 and the rules made thereunder, and therefore, requires no signature.
8.3. force majeure: Notwithstanding anything contained in this Policy or elsewhere, One Life shall not be held responsible for any loss, damage or misuse of the User Information, if such loss, damage or misuse is attributable to a force majeure event. A force majeure event means any event that is beyond the reasonable control of One Life and includes, without limitation, fire, flood, explosion, acts of God, pandemics, civil commotion, strikes, lock outs or industrial action of any kind, riots, insurrection, war, acts of government, power failure, sabotage, computer hacking, unauthorised access to computer data and storage device, system failure, virus, attacks, bugs, computer crashes, breach of security and encryption.
8.4. Governing Law and Jurisdiction: The terms and conditions of this Policy shall be governed by Indian laws and the Courts at Chennai shall have exclusive jurisdiction to resolve any disputes.
9. GRIEVANCE REDRESSAL
In the event of any complaints or grievances, the User may contact the Grievance Officer at One Life as under:
Mr.Anbazhagan (Project Manager) / Mr. Mohamed Isfer (IT)
Address: Khivraj Complex II, 1st Floor, 480, , Anna Salai, Nandanam, Chennai, Tamil Nadu 600035
Email ID: firstname.lastname@example.org
If the User has any questions or comments about this Policy, they may contact One Life at:
Mr.Anbazhagan (Project Manager) / Mr. Mohamed Isfer (IT)
Address: Address: Khivraj Complex II, 1st Floor, 480, , Anna Salai, Nandanam, Chennai, Tamil Nadu 600035
Email ID: email@example.com