At THE EQUILIBRIUM, we are dedicated to maintaining the privacy and integrity of your Personal Information.
You acknowledge that you are providing your Personal Information out of your free will, either directly to THE EQUILIBRIUM or through a third-party or your organisation. You will also have an option to withdraw your consent at any point, provided such withdrawal of consent is intimated to us in writing to firstname.lastname@example.org . Notwithstanding this, if you are accessing our platform through a third-party or your organisation, you will have an option to withdraw your consent at any point, provided you explicitly inform the third party or your organisation about such withdrawal of consent in writing, who would then inform us to take the appropriate action.
If you do not provide us with your Personal Information or if you withdraw the consent at any point in time, we shall have the option to not fulfil the purposes for which the said Personal Information was sought and we may restrict your use of the platform.
To enable you to engage with our services, we will use personal information about yourself – provided directly to us or to a third party or your organisation – to contact or identify you, such as your name, phone number, emergency contact number, gender, occupation, hometown, personal interests, your email address, reason(s) for cancelling an appointment with a healthcare professional, medical history and any other information that the Wellness Consultant might require from you. We also collect information you provide from assessments or the feedback you send to us. If you communicate with us by email or phone, any information provided in such communication may be collected as personal information (“Personal Information”).
The main reason we collect this Personal Information is to provide you an efficient and personalised experience.
We may use your Personal Information to:
- Identify and reach you;
- Resolve service and billing problems via telephone or email;
- Assist you in scheduling appointments, remind you of upcoming or follow-up appointments, as well as cancelled appointments;
- Provide you with further information about our services and newsletters;
- Better understand users’ needs and interests;
- Personalise your experience;
- Run statistical research (such research will only use your information in an anonymous way and cannot be linked back to you);
- Detect and protect us against error, fraud, and other criminal activity;
- Make disclosures as may be required under applicable law;
- Improve our platform in order to serve you better;
- Allow us to provide better service to you in responding to the customer service requests;
- Administer a contest, promotion, survey or other site feature;
- Quickly process the users/ company’s transactions.
Your information is used by the Wellness Consultants to make better assessments about your condition and hence to provide you with most suitable counselling service. Your Personal Information is held safe by the Wellness Consultants working with you and not shared with other Wellness Consultants. However, there may be certain occasions when the Wellness Consultants collaborate to arrive at better diagnosis and customise the counselling sessions. In such cases, only minimal information as required (about your condition/difficulty and not your name and other contact information) is shared with others.
Updating Personal Information
If your Personal Information changes, or if you need to update or correct your Personal Information or have any grievance with respect to the processing or use of your Personal Information, for any reason, you may send updates and corrections to us at email@example.com and we will take all reasonable efforts to incorporate the changes within a reasonable period of time. If you provide your Personal Information to a third-party platform from which you are using our services, THE EQUILIBRIUM will not be able to make any changes to the same and you will have to contact the third-party platform in order to update your Personal Information.
Some Personal Information, such as your answers to online assessments, cannot be updated or deleted once submitted. If you would like us to remove your records from our system, please contact us at firstname.lastname@example.org and we will accommodate your request if we do not have any legal obligation to retain such information.
Please note that we are required to retain certain information – by law or in keeping with professional standards – for record maintaining purposes (including but not limited to payment history, feedback, etc.), and there may also be residual information that will remain within our databases and other records, which, irrespective of any efforts by us to delete information, will not be removed from them.
You can instruct your browser, by changing its options, to stop accepting cookies or to prompt you before accepting a cookie from the websites you visit. If you do not accept cookies, however, you may not be able to use all features or functionalities of the platform.
When you visit the platform, our servers automatically record information that your browser sends (‘Log Data’). This Log Data may include information such as your computer’s Internet Protocol (‘IP’) address, browser type, or the webpage you were visiting before you came to our services, pages of our platform and services that you visit, the time spent on those pages, information you search for on our services, access times and dates, and other statistics. We use this information to analyse trends, administer the site, track your movement, gather broad demographic information for aggregate use, increase user-friendliness and tailor our services to better suit your needs.
THE EQUILIBRIUM’s Wellness Consultants maintain the confidentiality of information disclosed during personal consultation. Any information shared with THE EQUILIBRIUM is confidential and not shared with anyone, including your organisation. However, there are certain exceptions where confidentiality may be breached. The case where confidentiality will be breached is if:
- The Wellness Consultant perceives there to be a serious and/or significant and/or imminent risk of harm to the health or safety of a person or the public or self;
- Disclosure is required by law;
- The user/Company file a private healthcare claim and the insurer requires information.
Except for the reasons outlined above, the Personal Information shared on THE EQUILIBRIUM will only be shared with others after permission has been granted by The user/Company orally or by way of email/letter/fax.
The User/Company agrees to indemnify THE EQUILIBRIUM for any breach in confidentiality of the User/Company’s Personal Information. If the User/Company accesses THE EQUILIBRIUM through a third-party platform the User/Company indemnifies THE EQUILIBRIUM against any data breaches that occur due to any acts of commission or omission from the third-party platform.
Third Party Disclosure
THE EQUILIBRIUM does not sell or trade your Personal Information to third parties unless we provide the User/Company with advance notice. This however does not apply to any storage or transfer to and from website hosting partners and other parties who assist us in operating our platform, conducting our business, analysing your data, or servicing the User/Company, as long as those parties agree to keep this information confidential. We may also release the User/Company’s information when we believe release is appropriate to comply with the law, enforce our site policies, or protect ours or others’ rights, property, or safety.
We employ administrative, physical, and technical measures designed to safeguard and protect information under our control from unauthorised access, use, and disclosure. When we collect, maintain, access, use, or disclose the User/Company’s Personal Information, we will do so using systems and processes consistent with industry standards in information privacy and security. None of the call or online video sessions are recorded. In keeping with professional standards, Wellness Consultants might be required to maintain records of both online and offline sessions.
In spite of the security measures undertaken by us, we strongly discourage the User/Company from posting his/her Personal Information in forums, comments or any other publicly accessible places on our platform. THE EQUILIBRIUM shall not be held responsible for use or misuse of any information pertaining to or shared by the User/Company with relation to its services. The User/Company will not hold THE EQUILIBRIUM accountable for any issue related to data storage and/or security.
It is the User/Company responsibility to ensure the privacy and security of his/her email account and phone messages so it cannot be accessed by third-party. THE EQUILIBRIUM will use one or both of these channels to communicate with the User/Company regarding a range of information related to the User/Company’s mental wellness. THE EQUILIBRIUM shall not be liable for any breach in confidentiality, should the User/Company email or text messages be accessed by a third-party, with or without the User/Company’s consent.
The platform may contain links to other third party sites. The third party sites are not necessarily under the control of THE EQUILIBRIUM. Please note that THE EQUILIBRIUM is not responsible for the privacy practices of such third party sites. THE EQUILIBRIUM encourages the User/Company to be aware when they leave the websites, to read the privacy policies of each and every third party site that collects Personal Information carefully. If the User/Company decides to access any of the third-party sites linked to the platform, the User/Company do this entirely at his or her own risk. Any links to any partner websites is the responsibility of the linking party, and THE EQUILIBRIUM shall not be responsible for notification of any change in name or location of any information on the websites. THE EQUILIBRIUM is not responsible for the use of any Personal Information that the User/Company voluntarily disclose through a forum or through the website or other services.
Persons Below The Age of 18
Our services are not specifically directed to persons under the age of 18 years. We do not knowingly solicit anyone under the age of 18 to participate independently in any of our services.
Changes To Policy
Any dispute arising out of or in connection with this contract, including any question regarding its existence, validity or termination, shall be referred to and finally resolved by arbitration in accordance with the (Indian) Arbitration and Conciliation Act,1996. The law governing any disputes arising out of or in connection with this contract shall be the Indian law and the courts of Mumbai will have exclusive jurisdiction on the disputes arising out of this contract. The seat of the arbitration shall be Mumbai and the hearings will take place at the choice of THE EQUILIBRIUM .The Tribunal shall consist of one arbitrator to be appointed by THE EQUILIBRIUM. The language of the arbitration shall be English.