CAREPING

PATIENTS POLICIES, TERMS AND CONDITIONS

1. Acceptance of Term

By downloading, installing, registering for, or using the Careping mobile application or website ("Platform"), you agree to be bound by these Terms and Conditions.

If you do not agree with these Terms, please do not use the Platform.

2. Eligibility

Users must be at least 18 years of age to create an account.
Parents or legal guardians may create and manage accounts for minors or dependents where permitted by law.
Users must provide accurate and complete information during registration.

3. Services Provided

Careping is a technology platform that facilitates:

Appointment booking with healthcare professionals.
Teleconsultations and online healthcare services.
Access to healthcare records, prescriptions, and reports where available.
Payment processing for healthcare services.

Careping provide medical advice, diagnosis, or treatment through the health professionals and does not replace emergency medical services.

4. User Responsibilities

You agree to:

Provide accurate and truthful information.
Maintain the confidentiality of your account credentials.
Use the Platform only for lawful purposes.
Attend scheduled appointments or cancel them within the applicable cancellation period.

Inaccurate information provided will be result in false diagnosis and treatment.

5. Prohibited Activities

Users must not:

Impersonate another individual.
Provide false medical information.
Upload unlawful, harmful, abusive, or misleading content.
Attempt to gain unauthorized access to the Platform.
Interfere with the operation or security of the Platform.
Use the Platform for fraudulent activities.

6. Appointments and Consultations

Appointment availability is subject to healthcare provider schedules.
Healthcare professionals may reschedule or cancel appointments when necessary.
Teleconsultations may not be suitable for all medical conditions.
In emergencies, users should immediately contact local emergency services or visit the nearest hospital.

7. Payments and Refunds

Fees for consultations and services will be displayed before payment.
Payments are processed through authorized payment providers.
Refunds, where applicable, will be processed according to Careping's Refund Policy.
Failure of a payment transaction may result in appointment cancellation.

8. Privacy and Data Protection

Careping is committed to protecting your personal information.

By using the Platform, you consent to the collection, storage, processing, and use of your personal data for healthcare-related purposes, account management, payment processing, customer support, legal compliance, and service improvement.

Personal data will be processed in accordance with applicable Indian laws, including the Digital Personal Data Protection Act, 2023. All the data collected will be stored encrypted and not displayed or transferred to the third party in any manner.

9. Patient Rights

Subject to applicable law, users may:

Access their personal information.
Request correction of inaccurate information.
Request deletion of personal data where legally permissible.
Withdraw consent for certain data processing activities.
Raise complaints or grievances regarding data handling.

10. Consent for Teleconsultation

By booking an online consultation, you:

Consent to receiving healthcare services through electronic means.
Understand the limitations of telemedicine.
Acknowledge that certain conditions may require physical examination or in-person consultation.

11. Electronic Communications

Users agree to receive:

Appointment confirmations.
Appointment reminders.
Payment notifications.
Service-related updates.
Security and account notifications.

Communications may be sent via email, SMS, WhatsApp, push notifications, or other electronic means.

12. Intellectual Property

All trademarks, logos, software, content, graphics, and materials associated with Careping remain the exclusive property of Careping and its licensors.

13. Suspension or Termination

Careping reserves the right to suspend or terminate accounts that:

Violate these Terms.
Engage in fraudulent activity.
Misuse the Platform.
Present a security risk to the Platform or its users.

14. Limitation of Liability

Careping acts as a technology facilitator and is not responsible for:

Clinical decisions made by healthcare professionals.
Outcomes of consultations or treatments.
Service interruptions caused by third-party networks or systems.

15. Governing Law

These Terms and Conditions shall be governed by and interpreted in accordance with the laws of India.

Any disputes arising from the use of the Platform shall be subject to the jurisdiction of the courts located in Bangalore-Karnataka. India.

16. Changes to Terms

Careping may update these Terms and Conditions from time to time. Continued use of the Platform after such updates constitutes acceptance of the revised Terms.

17. Contact Us

For questions, complaints, or support requests, please contact:

CarePing Support Team
Email: support@careping.in
Website: www.careping.in

By clicking "I Agree", creating an account, or using Careping, you acknowledge that you have read, understood, and agreed to these Terms and Conditions.

2. Careping Privacy Policy

Careping respects your privacy and is committed to protecting your personal information.

Information We Collect

Personal Information

Full name
Date of birth
Gender
Address
Mobile number
Email address
Emergency contact details

Health Information

Medical history
Consultation records
Prescriptions
Laboratory reports
Diagnostic information
Health conditions disclosed during consultations

Account Information

Username and password
Login history
Device identifiers
User preferences

Payment Information

Transaction details
Payment status
Billing information
Device, browser, and usage information

Careping does not store complete debit card, credit card, or banking credentials.

Purpose of Data Collection

Careping may collect and process personal data for the following purposes:

Creating and managing user accounts
Scheduling appointments
Facilitating teleconsultations
Maintaining healthcare records
Processing payments and refunds
Sending appointment reminders and notifications
Customer support and grievance resolution
Improving platform functionality and security
Legal and regulatory compliance

Data Protection

This Privacy Policy explains how Careping collects, uses, stores, shares, and protects personal information in accordance with applicable laws of India, including the Digital Personal Data Protection Act, 2023 ("DPDP Act"), the Information Technology Act, 2000, and other applicable regulations. Careping implements reasonable technical and organizational measures to protect personal data from unauthorized access, disclosure, or misuse.

Data Sharing

Careping may share personal information only with:

Registered healthcare professionals involved in your care
Hospitals, clinics, laboratories, and pharmacies
Payment service providers
Technology service providers supporting platform operations
Government authorities, courts, or regulators when required by law

Careping does not sell personal data to third parties. Regulatory authorities when necessary and legally permitted.

Data Security

Careping implements reasonable technical and organizational safeguards, including:

Encryption of sensitive information
Secure user authentication
Access controls and role-based permissions
Regular security monitoring
Secure data storage systems

Despite our efforts, no system can guarantee absolute security. Users are encouraged to maintain the confidentiality of their account credentials.

Data Retention

Personal and healthcare information will be retained only for as long as necessary to:

Provide healthcare services
Meet legal and regulatory requirements
Resolve disputes
Enforce contractual obligations

Upon expiry of retention periods, data may be securely deleted, anonymized, or archived as permitted by law.

Your Rights

Subject to applicable laws, users may have the right to:

Access personal information
Request correction of inaccurate information
Request deletion of personal information
Withdraw consent where applicable
Nominate another individual to exercise rights on their behalf where permitted by law
Submit complaints regarding data processing practices

9. Children's Data

Careping services are intended for adults. Parents or legal guardians may create and manage accounts for minors where healthcare services are required. Careping will process children's data in accordance with applicable legal requirements.

10. Cookies and Tracking Technologies

Careping may use cookies and similar technologies to:

Improve user experience
Maintain login sessions
Analyze platform performance
Enhance security

Users may manage cookie preferences through their device or browser settings.

11. Data Breach Notification

In the event of a data breach that may affect user information, Careping will take appropriate steps to investigate, mitigate risks, and provide notifications as required by applicable laws and regulations.

12. International Data Transfers

Where personal data is processed outside India, Careping will take reasonable measures to ensure that appropriate safeguards and legal protections are in place

Limitation of Liability and Indemnity

Limitation of Liability

Careping Healthcare Private Limited ("Careping") operates as a technology platform that facilitates communication, appointment scheduling, teleconsultation services, healthcare record management, and related healthcare support services between users and independent healthcare professionals.

To the maximum extent permitted by applicable law:

Careping does not provide medical advice, diagnosis, treatment, prescriptions, or clinical services unless expressly stated otherwise.
Careping does not guarantee the accuracy, completeness, quality, suitability, or outcome of any healthcare services provided by independent healthcare professionals using the platform.
Careping shall not be liable for:
- Medical decisions, diagnoses, treatments, prescriptions, or recommendations made by healthcare professionals.
- Any injury, illness, adverse medical outcome, complication, loss, or damage arising from healthcare services obtained through the platform.
- Delays, interruptions, technical failures, internet connectivity issues, system downtime, or communication errors beyond Careping's reasonable control.
- Unauthorized access resulting from a user's failure to maintain the confidentiality of login credentials.
- Actions or omissions of third-party service providers, payment processors, laboratories, pharmacies, hospitals, clinics, or healthcare professionals.
To the extent permitted under applicable law, Careping's aggregate liability arising from or related to the use of the platform shall not exceed the total fees paid by the user to Careping during the six (6) months immediately preceding the event giving rise to the claim.
Careping shall not be liable for any indirect, incidental, consequential, special, exemplary, or punitive damages, including loss of data, loss of profits, loss of business opportunities, loss of goodwill, or business interruption.

Nothing in this Policy excludes liability that cannot be excluded under applicable law.

User Indemnity

The user agrees to defend, indemnify, and hold harmless Careping, its directors, officers, employees, affiliates, contractors, licensors, agents, and representatives from and against any claims, actions, proceedings, liabilities, damages, losses, penalties, costs, and expenses (including reasonable legal fees) arising out of or relating to:

Violation of this Privacy Policy, Terms and Conditions, or any applicable law.
Submission of false, inaccurate, misleading, or incomplete information.
Unauthorized use of the Careping platform or user account.
Infringement of the rights of any third party.
Misuse of healthcare information, records, prescriptions, reports, or platform services.
Any act, omission, negligence, misconduct, or fraudulent activity by the user.

Healthcare Professional Indemnity

Healthcare professionals using the Careping platform agree to indemnify and hold harmless Careping from any claims, complaints, investigations, disciplinary actions, liabilities, damages, costs, or expenses arising from:

Professional negligence or malpractice.
Breach of professional duties or ethical obligations.
Violation of healthcare regulations or licensing requirements.
Incorrect diagnosis, treatment, prescription, referral, or medical advice.
Breach of patient confidentiality caused by the healthcare professional.

Regulatory Co-operation

Careping reserves the right to co-operate with law enforcement agencies, regulatory authorities, courts, and government bodies as required by applicable law. Such cooperation shall not constitute a breach of confidentiality or privacy obligations where disclosure is legally required.

Survival

The provisions relating to limitation of liability, indemnity, confidentiality, dispute resolution, and regulatory compliance shall survive the termination, suspension, or closure of a user's account and the cessation of use of the Careping platform.

Careping Grievance Redressal Policy

1. Purpose

Careping is committed to providing a safe, transparent, and reliable healthcare platform experience. This Grievance Redressal Policy establishes a process for patients to raise concerns, complaints, disputes, or feedback regarding services provided through the Careping platform.

2. Scope

This Policy applies to all patients, caregivers, and users of the Careping platform and covers complaints relating to:

Account registration and access issues
Appointment booking and scheduling
Teleconsultation services
Payment and refund concerns
Privacy and data protection matters
Technical issues with the platform
Communication and customer support services
Healthcare provider conduct reported through the platform

3. How to Submit a Grievance

Patients may submit grievances through any of the following channels:

Email: shinto@careping.in
Customer Support: +919846580222
Online Grievance Form: [Website/App Link]
Postal Address:
CarePing Healthcare Private Limited
154, 1st floor 3rd main 5th cross, MICO layout, Opp Nandanavana Park BTM stage, Bangalore, 560076

To help us investigate efficiently, users should provide:

Full name
Registered mobile number or email address
Appointment ID (if applicable)
Description of the complaint
Supporting documents or screenshots, if available

4. Grievance Handling Process

Step 1 - Acknowledgement
Careping will acknowledge receipt of the grievance within 48 hours of receiving the complaint.

Step 2 - Investigation
The complaint will be reviewed by the relevant department and investigated appropriately. Additional information may be requested from the complainant if required.

Step 3 - Resolution
Careping aims to provide a response or resolution within 15 business days from the date of receipt of the grievance. Complex matters requiring further investigation may take longer, and users will be informed of any delays.

5. Privacy and Confidentiality

All grievances will be handled confidentially. Information submitted during the grievance process will only be accessed by authorized personnel and used solely for investigation and resolution purposes.

6. Complaints Related to Healthcare Professionals

Where a grievance concerns a doctor, nurse, or other healthcare professional using the Careping platform:

Careping may review the complaint and supporting evidence.
The healthcare professional may be contacted for clarification.
Appropriate action may be taken in accordance with platform policies.
Careping does not replace the role of professional regulatory authorities and may advise users to contact the appropriate medical or nursing council where necessary.

7. Payment and Refund Disputes

Payment and refund complaints will be reviewed in accordance with the Careping Refund and Cancellation Policy. Refund eligibility will be assessed based on transaction records, appointment status, and applicable platform policies.

8. Data Privacy Complaints

Complaints relating to personal data, privacy, or information security may be escalated to the Careping Privacy Officer or Grievance Officer. Such complaints will be handled in accordance with applicable Indian laws, including the Digital Personal Data Protection Act, 2023.

9. Frivolous or Malicious Complaints

Careping reserves the right to reject complaints that are:

False or misleading
Abusive or threatening
Submitted with malicious intent
Unsupported by reasonable evidence

10. Escalation Process

If a user is not satisfied with the initial resolution, they may request an escalation. The grievance will then be reviewed by a senior member of the Careping management team.

11. Grievance Officer

The Grievance Officer shall be responsible for overseeing complaint handling and ensuring compliance with applicable laws.

Name: Shinto Joseph
Designation: Grievance Officer
Email: shinto@careping.in
Phone: +919846580222
Business Hours: Monday to Friday, 6:00 Am to 10:00 Pm

12. Policy Updates

Careping reserves the right to amend this Grievance Redressal Policy from time to time. Updated versions will be published on the Careping platform.

13. Governing Law

This Policy shall be governed by and interpreted in accordance with the laws of India. Any disputes arising under this Policy shall be subject to the jurisdiction of the competent courts in [City, State , India. By using the Careping platform, users acknowledge and agree to this Grievance Redressal Policy. In accordance with applicable laws, users may contact the designated Grievance Officer for complaints or concerns relating to privacy and personal data.

Grievance Officer: Shinto Joseph
Email: shinto@careping.in

14. Changes to this Policy

Careping reserves the right to modify this Privacy Policy at any time. Updated versions will be made available on the platform and will become effective upon publication.

Teleconsultation Consent

By booking or attending an online consultation through Careping, you acknowledge and agree that:

You voluntarily consent to receive healthcare services through teleconsultation.
You understand that teleconsultation has limitations compared to physical examinations.
Certain conditions may require an in-person visit, diagnostic tests, or emergency care.
Information shared during the consultation will be recorded and maintained as part of your healthcare records where permitted by law.
You are responsible for providing accurate medical information.
You understand that technical issues may interrupt consultations.

By proceeding with the consultation, you provide your informed consent to participate in telemedicine services through Careping.

Telemedicine Practice Guidelines, 2020

Issued by the Ministry of Health & Family Welfare and adopted under the National Medical Commission framework.

Applicability

Online doctor consultations.
Audio, video, chat, email, and messaging consultations.
Electronic prescriptions.
Follow-up consultations.
Patient consent management.
Doctor identity verification.
Patient identification requirements.

Requirements

Ensure only registered medical practitioners provide teleconsultations.
Maintain consultation records.
Obtain and document patient consent.
Display doctor registration information.
Support secure communication channels.
Follow prescription restrictions and telemedicine prescribing rules.

Refund and Cancellation Policy

Appointment Cancellation by Patient

Cancellations made more than 12 hours before the appointment may qualify for a full refund.
Cancellation made before 6 hours the appointment may qualify for 50% of refund.
Missed appointments ("No Shows") may not be eligible for a refund.
All appointments cancelled within an hour is not subject for refund.

Appointment Cancellation by Doctor or Healthcare Provider

If a healthcare provider cancels an appointment, patients may receive a full refund or choose to reschedule.
All refunds will be credited within 7 working days to the actual account.

Payment Failures

Failed transactions will not result in confirmed bookings.
If funds are deducted during a failed transaction, refunds will be processed according to the payment provider's timelines.

Refund Processing

Approved refunds will generally be processed to the original payment method within 7days or within applicable banking timeframe. Careping reserves the right to modify this policy in accordance with applicable laws and operational requirements.

Cookie Policy

Careping uses cookies and similar technologies to improve user experience and platform performance.

What Are Cookies?
Cookies are small text files stored on your device that help websites and applications remember user preferences and activities.

How We Use Cookies

To keep users signed in.
To remember preferences and settings.
To improve platform functionality and security.
To analyze website and application performance.

Managing Cookies
Users may control or disable cookies through their browser or device settings. Some features of Careping may not function properly if cookies are disabled. Careping may update this Cookie Policy periodically. Continued use of the platform constitutes acceptance of any updates.

15. Consent

By registering, accessing, or using Careping, you consent to the collection and processing of your personal data for the purposes described in this Policy.

Where required by law, additional consent may be obtained before processing sensitive personal information or health-related data. Users may withdraw consent where legally permitted, subject to applicable healthcare and regulatory requirements.

16. Contact Us

For privacy-related questions or requests, please contact:

Careping Healthcare Private Limited
Email: support@careping.in
Website: www.careping.in

By using Careping, you acknowledge that you have read, understood, and agreed to this Privacy Policy.

ACCOUNT DELETION AND DATA ERASURE POLICY

1. Right to Request Account Deletion

Subject to applicable law, a registered user ("User") may request deletion of their Careping account at any time by submitting a request through the Platform or by contacting Careping through the designated support channels. Careping reserves the right to verify the identity and authority of the requesting individual prior to processing any deletion request in order to prevent unauthorized access, fraud, identity theft, or unlawful deletion of personal data.

2. Effect of Account Deletion

Following the successful validation and approval of a deletion request:
a) The User's access to the Platform shall be blocked; and
Personal data may be removed from systems whenever technically feasible and legally permissible. Personal data will be removed from operational systems where appropriate or blinded in active systems of personally identifiable information, but in the case of blended data where removal isn't practical. The Company will cease to utilize your personal data for purposes exclusively tied to your consent, unless compelled to refrain from such cessation under the law. We will only retain the minimal necessary personal data as required under contract or by law. It is important to note that upon account deletion, not all personal data will be instantly deleted.

3. Retention of Healthcare and Transaction Records

Regardless of an account deletion request, Careping may retain certain records, including, without limitation, medical records, consultation records, prescriptions, diagnostic reports, appointment histories, payment records, invoices, audit logs, grievance records, consent records, communication records and any other information for reasons of:

a) Compliance with applicable laws and regulations;
b) Fulfillment of regulatory and legal obligations;
c) Assurance of patient safety, continuation of treatment and clinical governance requirements;
d) Protection against legal claims, regulatory inquiries or other contractual mandates;
e) Protection of networks and systems, security, fraud detection and prevention;

4. Withdrawal of Consent

Upon submission of a deletion request to revoke consent where personal data is being processed by Careping on the basis of consent provided by User, we shall discontinue any and all use of the personal data in relation to such consent. Withdrawal of consent does not however make processing done prior to such withdrawal unlawful. The above is also subject to exceptions to deletion outlined in clause 5 below.

5. Exceptions to Deletion

Careping reserves the right to refrain from complying with the account deletion request, delay or suspend account deletion:

a) where personal data needs to be maintained for the purpose of complying with law or regulations.
B) if the information is required to uphold a legal process or protect someone's legal rights within a court.
C) in case the information is subject of ongoing litigation, claims, disputes or complaints, investigation, auditing or legal proceeding.
D) if the retention of information is essential for public health, patient care, computer security and health services.
E) where its deletion would impact the legal rights and interests of third parties.

6. Backup Systems and Archival Copies

The User acknowledges and agrees that certain information may be present in backup systems, disaster recovery environments, security archives or system logs for a transitional period. Such information will be maintained in secure locations under appropriate technical and organizational measures and will be deleted from these systems in accordance with our internal data retention schedule.

7. Processing Time

Valid requests for deletion of personal data shall be processed within the timeframe specified by law or as is reasonably practical by our operational processes. If supplementary reviews, deeper investigation or checks against applicable laws are required, we will notify the user of any anticipated delay and outline the reasons for it.

8. Irreversibility of Deletion

When an account is deleted, the User may permanently lose access to all associated personal information such as any medical records, messages, transaction records, preferences, notes, and other potentially valuable information stored on the account. The User is responsible for keeping secure back copies of any such information they require.

9. Limitation of Liability

Careping shall not be liable for any loss of data, medical records, transaction history or other data in accordance with the laws of the Republic of India where such data is deleted upon the user's request or request of an authorized third party acting on the User's behalf, and where the applicable law allows for the limitation of Careping's liability in such an event. You agree to accept the consequences of such account deletion.

10. Grievance Officer and Contact Information

For any questions regarding account deletion, withdrawal of consent, deletion of personal data, or your privacy rights in general, please contact Careping's Grievance Officer or the designated Data Protection Contact via the contact details available on the Careping Platform (such details are subject to change, periodically). Careping will process your concerns in accordance with applicable law.Careping shall address such requests in accordance with applicable law and its internal privacy governance framework.