Privacy Policy

1. Who we are

CareChannel is operated by Yathi Solutions LLP, with its registered address at Flat No. 204, 17LH, Lanco Hills, Manikonda, Hyderabad, Telangana 500089, India ("CareChannel", "we", "us").

For personal data collected on this website, CareChannel is the data fiduciary. For patient data processed inside the CareChannel app, the hospital, clinic or other organisation that uses the app is the data fiduciary, and CareChannel acts as a data processor on that organisation's instructions.

You can reach us at hello@carechannel.ai or +91 79806 72458.

2. Who this policy covers

This policy covers two groups of people, and it is worth knowing which one you are.

• Visitors and demo requesters: people who use this website or ask us for a demo.
• Care teams using the app: doctors, nurses, technicians and management at our customer organisations. Their patients do not use or log in to the app, but information about patients may be processed in the app by the care team.

3. What we collect on this website

Please do not put patient information in the demo form or in messages to us.

• Information you give us in the demo form: name, work email, phone number, organisation, role, number of facilities (optional) and your message (optional).
• Messages you send us by email, phone or WhatsApp.
• Usage and device information, such as pages visited, browser type, device type and approximate location derived from the network, if you accept analytics.
• Cookie and similar technology data, as described in the Cookie Policy.

4. What is processed inside the app

Inside the app, we process the following on behalf of our customers:

• Account details of care-team users, such as name, role, work email and phone number.
• Case messages in text, audio and video.
• Audio and video recordings of meetings, and transcripts of them.
• Translations of messages and recordings.
• AI-generated reports, patient history, action items, tasks and concerns.
• Documents uploaded to a case.
• Logs of activity needed to run and secure the service.

5. Why we use personal data

We process personal data only for specified purposes, and only on the basis of your consent or another use the DPDP Act permits.

• To respond to your demo request and communicate with you about CareChannel (consent).
• To operate, secure and improve this website (legitimate uses, and consent where analytics is concerned).
• To provide the app to our customers and follow their instructions as their data processor.
• To meet legal obligations and to respond to lawful requests.
• To keep records of our dealings with customers and prospects.

6. How AI is used

CareChannel uses AI in the app for transcription, translation, report generation and extracting action items, concerns and critical instructions from conversations.

AI outputs are drafts. Clinicians review them, and the customer is responsible for decisions made using them. AI assists clinicians and does not replace clinical judgment.

Customer case data is processed only to provide the service to that customer. We do not use it to train AI models for other purposes.

7. Consent and how to withdraw it

We ask for your consent in clear, plain language before we use your data for a stated purpose. On the demo form, consent is a required checkbox linked to this policy. For analytics, consent is requested through a banner and nothing loads before you choose.

You can withdraw consent at any time by writing to hello@carechannel.ai, or, for analytics, through the cookie settings link in the footer. Withdrawing consent is as easy as giving it.

If you withdraw consent, we will stop the processing that relied on it. We may no longer be able to respond to your demo request. Withdrawal does not affect processing that happened before you withdrew.

Inside the app, patient consent for recordings and for the use of patient data is collected by the hospital or clinic, which is the data fiduciary. The customer is responsible for obtaining appropriate consent from participants before recording audio or video.

8. Retention and deletion

Website data: we keep demo requests and related correspondence for 24 months and then delete or anonymise them, unless the law requires us to keep them longer.

App data: customers control how long case data is kept, subject to the customer agreement and applicable law. When a customer asks us to delete data, or when the agreement ends, we delete it within 30 days, except where we must keep it by law.

Personal data is erased when its purpose has been served and retention is no longer needed.

9. Security safeguards

We use reasonable security safeguards to protect personal data. These include the following practices.

• Encryption of data in transit.
• Encryption of data at rest.
• Access controls, so that people see only what their role requires.
• Storage of documents in the cloud, with restrictions on sharing documents between devices.
• Audit logging of important actions.
• Regular review of our safeguards.

10. Sharing and processors

We do not sell personal data.

We share personal data only with service providers who help us run the website and the app, under written terms that require them to protect it. These include:

• Cloud hosting and storage providers.
• Email and communication providers used to deliver demo requests.
• Analytics providers, only if you accept analytics.
• AI service providers used for transcription, translation and report generation.
• Professional advisers, and authorities where the law requires it.

11. Transfers outside India

Personal data is processed on cloud infrastructure. Where personal data is transferred outside India, we do so only to countries and territories that the Government of India has not restricted under the DPDP Act, and under written terms that require the recipient to protect it.

12. Your rights as a data principal

Under the DPDP Act you have the right to:

• Access a summary of the personal data we process about you and the processing we carry out.
• Correct or complete inaccurate or incomplete personal data.
• Erase personal data that is no longer needed for its purpose.
• Have your grievance addressed. See section 16.
• Nominate another person to exercise your rights if you die or become unable to act.

13. How to use your rights

Write to hello@carechannel.ai with your request and enough detail for us to identify you. We will reply within 30 days.

If your data is processed in the app on behalf of a hospital or clinic, we will pass your request to that organisation, because it is the data fiduciary and decides how the data is used.

14. Children and persons with a lawful guardian

Patients do not use the app, but a patient may be a child or a person who has a lawful guardian, and their information may be processed by the care team.

Where the law requires verifiable consent of a parent or lawful guardian, the hospital or clinic, as data fiduciary, is responsible for obtaining it before processing. CareChannel does not knowingly collect personal data from children through this website, and the website is not directed to them.

Tracking or behavioural monitoring of children, and targeted advertising directed at children, is not part of our service.

15. Personal data breaches

If a personal data breach occurs, we will notify the affected customer, and where we are the data fiduciary we will notify the Data Protection Board of India and affected individuals in the manner and time the DPDP Act and Rules require.

16. Grievance officer

If you have a complaint about how your personal data is handled, please contact our grievance officer first:

Name: Snehendu Datta. Designation: Executive Assistant. Email: dsnehendu@yathisolutions.com. Address: Flat No. 204, 17LH, Lanco Hills, Manikonda, Hyderabad, Telangana 500089, India.

We will acknowledge your complaint and respond within 30 days. If you are not satisfied, you may approach the Data Protection Board of India.

17. Cookies

This website uses only essential technologies unless you accept analytics. See the Cookie Policy for details.

18. Third-party links

This website may link to other sites, including WhatsApp. We do not control them and are not responsible for their privacy practices. Please read their policies.

19. Changes to this policy

We may update this policy. When we make a material change we will update the "Last updated" date and, where appropriate, tell you directly.

20. Governing law and jurisdiction

This policy is governed by the laws of India. The courts at Hyderabad, Telangana, India, have jurisdiction over disputes relating to it, subject to any right you have under the DPDP Act.

21. Contact us

CareChannel, Flat No. 204, 17LH, Lanco Hills, Manikonda, Hyderabad, Telangana 500089, India. Email: hello@carechannel.ai. Phone: +91 79806 72458.