Privacy Policy

1. Introduction

Bharosa Neuro Psychiatry Hospitals ("we," "us," or "our") operates the Bharosa Hospitals mobile application (the "App"). We are committed to protecting your privacy and ensuring the security of your personal information, especially given the sensitive nature of mental health support services.

This Privacy Policy describes our practices regarding the collection, use, and disclosure of your information through the App, including how we work with third-party service providers. By using our App, you agree to the collection and use of information in accordance with this policy.

2. Information We Collect

2.1 Information You Provide

We may collect the following types of information that you voluntarily provide:

• Account Information: Phone number (for OTP authentication), email address, and other registration details when you create an account
• Profile Information: Age, gender, and other optional demographic information you choose to share
• Communication Data: Messages, chat content, and other communications through the App's support features
• Consultation Records: Information shared during voice or video consultations with healthcare professionals
• Payment Information: Transaction details processed through our payment provider (we do not store complete payment card details)
• Feedback: Reviews, ratings, and feedback you provide about our services

2.2 Information Collected Automatically

When you use our App, we may automatically collect:

• Device Information: Device type, operating system, unique device identifiers
• Usage Data: App features used, time spent on the App, interaction patterns
• Technical Data: IP address, browser type, crash reports, and error logs
• Consultation Metadata: Duration, timestamps, and quality metrics of voice/video calls (not the content)

2.3 AI Chat Feature

Our App includes an AI-powered chat feature that provides informational and supportive guidance. When using this feature:

• Your chat messages are processed by OpenAI's services to generate responses
• AI chat does not provide medical diagnosis or treatment
• AI only guides users to appropriate professional help and resources
• Chat content may be retained for quality assurance and service improvement

2.4 Anonymous Chat Feature

Our anonymous chat feature is designed to allow you to seek support without revealing your identity. When using anonymous chat:

• You are not required to provide personally identifiable information
• Chat content may be retained for quality assurance and service improvement
• We do not attempt to identify anonymous users unless required by law

3. Third-Party Service Providers

We use the following third-party services to operate our App. Each provider processes certain data as described below:

3.1 Twilio (OTP Authentication)

We use Twilio to send one-time passwords (OTP) for user authentication via SMS.

• Data Shared: Your phone number
• Purpose: To verify your identity and secure your account
• Twilio's Privacy Policy: https://www.twilio.com/legal/privacy

3.2 Agora (Voice & Video Consultations)

We use Agora's real-time communication platform to enable secure voice and video consultations.

• Data Shared: Audio/video streams during consultations, user identifiers, call quality metrics
• Purpose: To facilitate real-time voice and video communication with healthcare professionals
• Security: All calls are encrypted end-to-end
• Agora's Privacy Policy: https://www.agora.io/en/privacy-policy/

3.3 Razorpay (Payment Processing)

We use Razorpay to process consultation fees and other payments within the App.

• Data Shared: Transaction amount, email address, phone number, payment method details
• Purpose: To securely process payments for consultations and services
• Note: Complete payment card details are processed by Razorpay and are not stored on our servers
• Razorpay's Privacy Policy: https://razorpay.com/privacy/

3.4 OpenAI (AI Chat Assistance)

We use OpenAI's technology to power our AI chat feature that provides supportive guidance.

• Data Shared: Chat messages you send to the AI assistant
• Purpose: To provide informational and supportive responses that guide you to appropriate professional help
• Important: AI chat does NOT provide medical diagnosis or treatment. It only offers informational guidance.
• OpenAI's Privacy Policy: https://openai.com/privacy

4. How We Use Your Information

We use the collected information for the following purposes:

• Service Delivery: To provide mental health support services, including AI chat guidance, voice, and video consultations with professionals
• Account Management: To create and manage your account, authenticate users via OTP, and provide customer support
• Payment Processing: To process consultation fees and manage billing through Razorpay
• Service Improvement: To analyze usage patterns, improve app functionality, and develop new features
• Communication: To send service-related notifications, appointment reminders, and important updates
• Safety and Security: To detect, prevent, and address technical issues, fraud, or security concerns
• Legal Compliance: To comply with applicable laws, regulations, and legal processes

5. Data Storage and Security

5.1 Data Storage

Your data is stored on secure servers. We implement appropriate technical and organizational measures to protect your personal information against unauthorized access, alteration, disclosure, or destruction.

5.2 Security Measures

We employ the following security practices:

• Encryption of data in transit and at rest
• End-to-end encryption for voice and video calls via Agora
• Secure OTP authentication via Twilio
• PCI-compliant payment processing via Razorpay
• Regular security assessments and audits
• Access controls limiting data access to authorized personnel
• Employee training on data protection practices

5.3 Data Retention

We retain your personal information only for as long as necessary to fulfill the purposes outlined in this Privacy Policy, unless a longer retention period is required or permitted by law. You may request deletion of your data at any time (see Section 7).

6. Information Sharing and Disclosure

We do not sell your personal information. We may share your information in the following circumstances:

• Third-Party Service Providers: With Twilio, Agora, Razorpay, and OpenAI as described in Section 3, bound by their respective privacy policies
• Healthcare Providers: With mental health professionals providing consultations through our platform, as necessary for service delivery
• Other Service Providers: With vendors who assist in operating our App (hosting, analytics, customer support), bound by confidentiality obligations
• Legal Requirements: When required by law, court order, or governmental authority
• Safety: When we believe disclosure is necessary to protect the safety of users or the public
• Business Transfers: In connection with a merger, acquisition, or sale of assets, with appropriate confidentiality protections

7. Your Rights

You have the following rights regarding your personal information:

• Access: Request access to your personal data we hold
• Correction: Request correction of inaccurate or incomplete data
• Deletion: Request deletion of your personal data (see our Data Deletion Policy)
• Restriction: Request restriction of processing in certain circumstances
• Portability: Request a copy of your data in a structured, machine-readable format
• Objection: Object to processing of your data for certain purposes
• Withdraw Consent: Withdraw consent where processing is based on consent

To exercise any of these rights, please visit our Privacy Choices page or contact us using the information provided in Section 10.

8. Children's Privacy

Our App is not intended for use by individuals under the age of 18 without parental or guardian consent. We do not knowingly collect personal information from children under 18 without appropriate consent. If you believe we have collected information from a minor without proper consent, please contact us immediately.

9. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, third-party services, or for legal, operational, or regulatory reasons. We will notify you of any material changes by posting the updated policy in the App and updating the "Last Updated" date. Your continued use of the App after such changes constitutes acceptance of the updated policy.

10. Contact Us

11. Governing Law

This Privacy Policy is governed by and construed in accordance with the laws of India, including the Information Technology Act, 2000 and applicable data protection regulations. Any disputes arising from this policy shall be subject to the exclusive jurisdiction of the courts in India.