Privacy Policy

This Privacy Policy (“Privacy Policy”) is intended to provide users of Sukoon Eldercare Services LLP’s website and application (“App”) clear and complete information about the data and information that the Company (as defined below) collects in connection with the Services and the manner in which such data and information is stored, used, disclosed, transferred, and protected.

This Privacy Policy applies to the services available through the website and App owned, hosted, and maintained by Sukoon Eldercare Services LLP and its affiliates (“the Company”, “We”, “Us”, or “Our”), having its registered office at 401, 2nd Floor, Right Side, Ghitorni, New Delhi-110030. All content provided on the website and App is general content for informational purposes only (“Content”). We are committed to protecting the privacy and information of registered members who have availed any of the service plans of the Company (“Member”) and users who are registered on the App (hereinafter, both Members and users of the App shall collectively be referred to as “User”, “Users”, “You”, or “Your”).

This Privacy Policy sets forth the categories of information and/or data the App gathers, whether mandatory or optional, and/or which the Company may possess or access during the course of a User’s interaction with the Company, and the manner in which We collect, use, store, share, retain, and protect such information. Please review this Privacy Policy carefully so that You understand Our privacy practices. In case You have any queries or concerns regarding this Privacy Policy, You may contact Us at - care@sukooneldercare.com.

1. Acceptance of Terms of the Privacy Policy by Users

This Privacy Policy should be read together with the Disclaimer, End User License Agreement, Terms of Use of the App, and any other documentation executed with the Company at the time of availing Our services or thereafter in relation to the relationship between the Company and the User, if any.

By using this App or availing the service plans provided by the Company, unless expressly refused or otherwise restricted by applicable law, You signify Your acceptance of this Privacy Policy and expressly consent to Our collection, use, disclosure, transfer, retention, and processing of Your information as described herein.

If You do not agree to this Privacy Policy and/or to Our collection, use, storage, disclosure, or sharing of Your data/information in the manner outlined herein, You may choose not to use the App or submit any personal data to Us. In the event You wish to withdraw consent at any time, You may submit a request for removal or deletion of the relevant data/information by writing to Us at - care@sukooneldercare.com.

However, You acknowledge that if You do not provide Your Personal Information or consent, or if You withdraw Your consent for the use of Personal Information that is necessary for the provision of the Services, the Company may be unable to provide, continue, or complete such Services. In such event, the Company shall not be liable for any damages, claims, loss, or inconvenience arising solely from such inability or refusal to provide the Services, to the extent permitted by applicable law.

The disclosure of information on or while using the website and/or the App, and/or the acceptance of any written contract with the Company, shall amount to express agreement to the terms of this Privacy Policy.

2. Scope of the Privacy Policy

This Privacy Policy applies to Personal Information (as defined herein) and sensitive personal data or information collected by the Company directly from the User or through the Company’s website, online portals, App, electronic communications, customer support channels, and any information collected by the Company’s servers from the User’s browser or device.

This Policy also applies to information collected in connection with the provision of eldercare, caregiving, support, coordination, and related services, including information relating to medical records, live location, family members, caregivers, partner employees, and emergency contacts.

3. Information Collected by Us

3.1 Personally identifiable information

Personally identifiable information means any information that may be used to identify an individual, including but not limited to the following:

  1. Information about Your personal identity, inter alia, name, age, sex, blood group, emergency contact, government identification number for billing and compliance purposes, and other identity-related details as may be required for the provision of Services;
  2. Your contact details such as Your address, postal code, telephone number, mobile number, live location, and email address;
  3. User ID information such as Your username, email address, password, and other security-related information provided by You either at the time of using the App or otherwise;
  4. Physical, physiological, and mental health condition;
  5. Medical records and history;
  6. Family member information, caregiver details, and details of persons authorised to act on Your behalf or assist in service delivery; and

    Any other information You voluntarily provide to Us in the course of Our relationship, whether through the App, website, forms, calls, emails, WhatsApp, or any other mode of communication.

The information described above shall collectively be referred to as “Personal Information”. Personal Information shall also include any personally identifiable information provided by You in any form during any interaction or communication with Us or with other Users of the App. We shall only collect the Personal Information that is relevant for the purpose of providing the Services, managing the App, maintaining service records, ensuring safety, or complying with applicable law.

Personal Information may also be collected and shared with third parties where You specifically and knowingly upload, share, or transmit Content from the App to an email recipient, online community, application, social media platform, or the public, including photos, reviews, comments, or other information posted by You through features made available on Our App. Such uploaded, shared, or transmitted Content will also be subject to the privacy policy of the relevant third-party platform or recipient.

3.2 Information we collect during access and use of Our App

Apart from any Personal Information provided by You, We may also collect certain non-personal and/or technical information through third-party sources, platforms, databases, online marketing firms, analytics providers, ad targeting firms, and other channels. We may also collect the information You choose to provide under account settings, including preferences set in the “Account” section of Our App.

Such information may include device information, browser information, IP address, operating system, access timestamps, usage patterns, session data, and other technical logs that help Us operate, secure, analyse, and improve the App.

3.3 Information we collect from other sources

We may access information about You from third-party sources and platforms, including social networking services, databases, hospitals, healthcare professionals, laboratories, payment processors, and other service partners.

Without limitation, such information may include:

  1. If You access third-party social networking services through the App, We may collect personal contact information and/or any personal data that forms part of Your profile on such third-party social network and that You permit the third-party platform to share with Us, including name, email address, gender, birthday, city, profile picture, user ID, and friend list, where applicable;
  2. demographic data, such as age range, gender, and interests;
  3. advertisement interaction and viewing data, such as ad click-through rates and the number of times You viewed a particular ad; and
  4. unique identifiers, including mobile device identification numbers, that may identify the physical location of such devices at the point of access in accordance with applicable law.

Please note that the App may combine the information that We collect with information We obtain from third-party sources.

In addition to the above, We may collect information about how You use Our App, such as the date and time You visit the App, the sections or pages of the App that You visit, the amount of time You spend viewing the App, the number of times You return to the App, visits to the App outside Our network, and other click-stream data. Some of this data may be shared with partners who referred You to Our App and who may use such data to optimize future referrals. Some data may also be shared with partners who assist Us in delivering ads to You on applications not controlled by Us.

The information collected under Clauses 3.1, 3.2, and 3.3 shall collectively be referred to as “Information”.

4. Use of Information

The Information so collected shall be stored and used to analyse, administer, enhance, personalize, and secure the Services provided by the Company, and for such other related purposes as may be designated by the Company or required for compliance with applicable laws and regulations.

The Company shall not divulge Information collected from the customer for cross-selling or for such other unrelated purposes, except with the User’s consent or as otherwise permitted under applicable law.

We may provide Information to Our affiliates, service providers, and contractors, including customer care providers, analytics partners, hosting providers, technology vendors, and care delivery partners, to support the operation of the App and Our Services. To the extent We use Your Information for marketing purposes, We will provide You the ability to opt out of such use, where required by law.

We may also use the Information to provide content and services targeted to Your interests. By accepting this Privacy Policy, You expressly agree to receive such communications and information, subject to Your right to opt out of certain communications. If You do not wish to receive such communications, You may opt out through Your account settings, by using the unsubscribe link in email communications, or by writing to Us at care@sukooneldercare.com.

You may make changes to Your profile at any time, subject to the functionality made available on the App and applicable legal restrictions.

5. Processing for Specific Purposes

5.1 Processing for User login

We may use the Information for processing Your login to the App, authentication, account management, verification, and access control.

5.2 Technical and functional management

We use technical data, such as Your IP address and related device information, to help diagnose problems, resolve issues, maintain security, and support the functionality of the App.

5.3 Improvement of App

We may aggregate and analyse the Information that We collect and may use the same to monitor and analyse use of the App, increase the App’s functionality, improve user experience, and tailor Our content and design to suit Our Users’ needs so as to provide them with a smooth, efficient, safe, and customised experience while using the App.

5.4 Request fulfilment and customer service

We may also use the Information that We collect to fulfil Your requests for products, services, and information, and to respond to customer service requests and support needs more efficiently. For example, We may use Your contact information to respond to service requests or enable participation in features such as surveys, polls, and message boards.

We may also use Information in the aggregate to understand how Our Users as a group use the services and resources provided on Our App and to use feedback You provide to improve Our products and services. Further, We may use the Information to resolve disputes; troubleshoot problems; measure consumer interest in the services provided by Us; inform You about online and offline offers, products, services, and updates; customize Your experience; detect and protect Us against error, fraud, and other criminal activity; enforce the End User License Agreement, Terms of Use, or this Privacy Policy; and generally improve the Users’ experience.

5.5 Location information

When You download or use the App and where applicable have requested or consented to location services, We may receive information about Your location and Your mobile device, including live location. Such information shall be used to provide location-based services, including home visits by doctors, nurses, physiotherapists, and caregivers; Emergency Responder Services; and such other services which by their nature require use of geographical location to be accessed or shared with the relevant service provider.

5.6 Emergency Responder Services

For the purpose of providing Emergency Responder Services to Members of the Company, the Company may use and disclose, where necessary and to the extent required to protect the wellbeing of the Member, Personal Information including but not limited to live location, blood group, age, name, sex, medical history, emergency contact details, and such other relevant information with:

  1. the “Emergency Responder”, being the team of personnel who shall approach the Member at the earliest possible opportunity and endeavour to stabilise the health of the Member until the ambulance arrives;
  2. the hospital staff where the Member may be taken; and
  3. any other emergency service providers such as fire brigade or similar responders, where required.

5.7 Service providers/Partners

We may employ third-party services to facilitate or outsource one or more aspects of the business, product, and service operations that We provide to You on the App or otherwise, including but not limited to medical professionals, health check-up labs, coordinators, support personnel, and technology service providers. Accordingly, We may provide some of Your Personal Information to such service providers.

The third-party medical professionals, including but not limited to doctors, physiotherapists, dieticians, and nurses, who provide healthcare services to the Member in association with the Company, may have access to and may upload Personal Information of the Member through or into the Member’s account, subject to role-based access and internal controls.

Such service providers shall be subject to confidentiality obligations and other legal restrictions that prohibit the use of Your Personal Information for any purpose other than facilitating the specific outsourced service. In the event of Your direct interaction with such service providers, any additional information disclosed by You to them shall be governed by their own applicable privacy policy, and the App/Company shall not be responsible for the same, except to the extent required by applicable law.

5.8 Research purposes

The Information of the Member may be anonymised and used for research, analytics, service improvement, internal reporting, and quality enhancement purposes, provided that such use does not identify the concerned individual except where permitted by law or where the individual has expressly consented.

5.9 Enforcement

We may use the Information that We collect to prevent illegal activities, enforce this Privacy Policy, safeguard Our rights, and protect the rights of Our Users. In addition to the uses identified above, We may use the Information that We collect for any other purpose disclosed to You at the time We collect Your Information or as otherwise permitted under applicable law.

5.10 Legal requests and compliance with applicable laws

We cooperate with law enforcement and regulatory inquiries, as well as other third parties, to enforce laws such as intellectual property rights, fraud prevention, and other rights, in order to help protect You and the community.

Therefore, in response to a verified request by any statutory authority, including but not limited to a law enforcement agency or other government officials relating to a criminal investigation or alleged illegal activity, We may, and You authorize Us to, disclose, as per applicable law, some of Your Personal Information as is reasonably necessary to respond to or comply with the statutory mandate, including but not limited to court orders or other legal process.

We may access, use, transfer, or disclose Your Personal Information to third parties such as government authorities, law enforcement authorities, or private parties, if legally and statutorily required to do so under any of the following conditions:

  1. To satisfy any applicable law, rule, regulation, governmental request, or legal process.
  2. To protect and/or defend and/or enforce Our Privacy Policy or any other policy applicable to Our online services in case of potential violations.
  3. To secure Our systems.
  4. To respond to claims that an advertisement, posting, or other content violates the rights of a third party.
  5. To protect the rights, property, or personal safety of the Users and the public in general.
  6. To detect, prevent, or otherwise address fraud, security, or technical issues.
  7. To prevent or stop activity We may consider to be, or to pose a risk of being, illegal, unethical, or legally actionable.

In case of any illegal, unethical, or legally actionable activity, We may use IP address or other device identifiers to identify users and may do so in cooperation with third parties such as internet service providers, wireless service providers, and/or law enforcement agencies, including disclosure of such information to such third parties, all in Our discretion and in accordance with law.

However, We shall not sell, share, or rent Users’ Personal Information to any third party for its independent marketing purposes, nor use any User’s email ID for sending unsolicited commercial communications, except where permitted by law or with consent.

5.11 Other corporate entities

We may share data, including Information about You, with Our affiliates, subsidiaries, joint ventures, business partners, and group entities that are engaged in serving Your requests and related Services. To the extent that these entities have access to Your Personal Information, they shall be bound by this Privacy Policy or by obligations no less protective than those stated herein.

As We continue to develop Our business, We may sell or buy subsidiaries or business units. In such transactions, Users’ Information may form part of the transferred business assets, but shall remain subject to the terms and conditions contained in this Privacy Policy and applicable law.

5.12 With Users’ explicit consent

We do not sell or rent Users’ Personal Information to third parties for their independent marketing purposes. However, with Your explicit consent, We may disclose Your Personal Information:

  1. to third parties for their marketing or advertising purposes; and/or
  2. to send You promotions, notifications, or other services, where consent is required.

Users shall have the right to opt out of receiving marketing communications about the Company or App, subject to legal and operational limitations.

6. Security of Information

We take Our security responsibilities seriously and use reasonable technical, organisational, administrative, physical, electronic, and procedural measures to protect Your Information once We have received it.

We use security measures consistent with current best practices to protect Our App, email communications, and mailing lists. These measures include controls intended to safeguard data from misuse, unauthorized access, disclosure, loss, alteration, or destruction. We also maintain physical, electronic, and procedural safeguards designed to protect Personal Information in accordance with applicable Indian law.

We take appropriate security measures to protect against unauthorized access, alteration, disclosure, or destruction of Your Personal Information, username, password, transaction information, and data stored on Our App, including measures aligned with applicable Indian data protection and information security requirements.

In addition, We, on a best-endeavour basis, try to limit access to Personal Information of Our Users to only such persons who We reasonably believe need to come into contact with that Information to provide products or services to You.

However, no data transmission over the internet can be guaranteed to be 100 percent secure. Consequently, We cannot ensure or warrant the security of any Information You transmit to Us, and You understand that any Information that You share is done at Your own risk.

7. Retention of Personal Information

Unless specified otherwise in this Privacy Policy, We will retain Your Information for as long as is permitted or required under applicable law.

In some cases, even after the termination or expiry of the membership or cancellation of the user account, Your Information may be retained for legal and regulatory compliance, resolving disputes, concluding activities related to account cancellation, enforcing Our agreements and this Privacy Policy, or for any other reason that may be deemed necessary and lawful.

However, the Information of the User shall be anonymised, deleted, or securely archived, as applicable, after the termination or expiry of the membership or cancellation of the user account, except for the purposes set out above or where retention is required by law.

8. Change in Personal Information

You are responsible for maintaining the accuracy of all the Personal Information uploaded on the App. If there are any changes in Your Personal Information, You may correct or update the information through the account features made available by Us or by contacting Us at - care@sukooneldercare.com.

We will take reasonable steps to accurately record the personal information that You provide to Us and any subsequent updates, subject to the functionality of the App and applicable law.

9. Cookie Policy

The website and the App are digital platforms that may use third-party services to support, promote, analyse, and improve the Company’s services. Such third-party services may use cookies, pixels, SDKs, and similar technologies that are downloaded to Your device when You visit the website or App in order to provide a personalised browsing experience.

Cookies may be used for multiple purposes, including but not limited to remembering Your preferences and settings, enabling a personalised browsing experience, maintaining session integrity, and analysing site operations. These cookies may collect Information about how Users use a website, for instance, how frequently pages are visited and the manner in which the App is used.

By using the App, Users agree that such cookies may be placed on the User’s device, subject to applicable law and device/browser controls. The User may disable or delete these cookies by changing the device or browser settings. The User expressly acknowledges that the Company shall not be responsible for cookies placed on the User’s device by any other website or App or for information collected thereby.

10. Disclaimer

This Privacy Policy is to be read together with the End User License Agreement, Terms of Use, and Disclaimer, which together establish the use and limitations of liability governing the use of the App and related Services.

11. Indemnification

You agree and undertake to indemnify and hold Us harmless from and against any and all suits, disputes, actions, damages, costs, and expenses, if any, of whatsoever nature, arising out of or in any way connected with this Privacy Policy, the Information, and/or Your use of or access to the App, to the extent permitted by applicable law.

Further, although the Company is committed to protecting individual privacy and securing the Personal Information made available to Us and endeavours to use commercially reasonable physical and technical safeguards to protect the Personal Information from unauthorised access, You expressly undertake that under no circumstances shall the Company/App be liable to its Users and/or any person claiming through such Users and/or any third parties for any action, suit, loss, cost, expense, or damage which is indirect, incidental, consequential, special, or exemplary, including but not limited to damages for loss of profits, goodwill, use, data, or other intangible losses, resulting from circumstances including but not limited to:

  1. unauthorized access to or alteration of Information;
  2. any unauthorized access to or use of Our secure servers and/or any and all Information stored therein.

You represent that You have provided Information on Your own initiative and are responsible for compliance with all applicable laws, including but not limited to any applicable local laws. This Privacy Policy is governed by the laws of India, and the courts at New Delhi shall have exclusive jurisdiction, subject to applicable law.

12. Changes in this Privacy Policy

We reserve the right to make changes to this Privacy Policy at any time. Although We will post details of all changes made to the Privacy Policy on the website and the App, the same may be changed without prior confirmation to You unless otherwise required by law.

We encourage You to visit the website and App from time to time to ensure You are aware of any changes and/or latest information on Our privacy policies and practices. We shall not be liable for any damages You may suffer as a result of failure to provide You notice of any changes to this Privacy Policy, except to the extent required by law.

13. Reviewing, Changing or Deleting Information

If You would like to review, change, or delete personal information We have collected from You, or permanently delete Your account, please write to Us at - care@sukooneldercare.com.

If You delete Your User Contributions from Our websites or App, copies of such User Contributions may remain viewable in cached or archived pages, or may have been copied or stored by other users of Our websites or App, subject to applicable law and technical limitations. Proper access and use of information provided on Our websites, including User Contributions, is governed by Our Terms of Use.

14. Accessing and Correcting Your Personal Information

We will take reasonable steps to accurately record the personal information that You provide to Us and any subsequent updates. We encourage You to review, update, and correct the personal information that We maintain about You, and You may request that We delete personal information about You that is inaccurate, incomplete, irrelevant, or being processed in a manner that infringes applicable legal requirements.

Your right to review, update, correct, and delete Your personal information may be limited, subject to the law applicable to Your request, including where:

  • Your requests are abusive or unreasonably excessive;
  • the rights or safety of another person or persons would be encroached upon;
  • the information or material You request relates to existing or anticipated legal proceedings between You and Us; or
  • providing access to You would prejudice negotiations between Us or an investigation of possible unlawful activity.

Your right to review, update, correct, and delete Your information is also subject to Our records retention policies and applicable law, including any statutory retention requirements.

15. Data Retention and Account Termination

We may remove Your public posts from view and/or dissociate them from Your account profile, but We may retain information about You for the purposes authorized under this Privacy Policy unless prohibited by law.

Upon termination or deactivation of an account, We may retain Information for the periods and purposes described in this Privacy Policy, after which such data shall be deleted, anonymised, or archived securely, as applicable and as permitted by law.

16. Grievance Redressal

If You have any complaint, query, or concern regarding this Privacy Policy or the processing of Your personal data, You may contact Us
at - care@sukooneldercare.com.

We shall endeavour to address and resolve genuine grievances within a reasonable period in accordance with applicable law.

17. Governing Law and Jurisdiction

This Privacy Policy shall be governed by and construed in accordance with the laws of India. Subject to applicable law, the courts at New Delhi shall have exclusive jurisdiction over disputes arising out of or in connection with this Privacy Policy.

18. Contact Information

Sukoon Eldercare Services LLP
401, 2nd Floor, Right Side, Ghitorni, New Delhi-110030
Email: care@sukooneldercare.com