Privacy policy

Who we are

Nivaacare is a service that connects families with independent healthcare professionals (nurses, physiotherapists and dressers) who visit them at home. In this policy, “Nivaacare”, “we” and “us” means the team behind Nivaacare.

This policy covers these three apps and this website:

• Nivaacare (for patients and families), package com.nivaacare.app
• Nivaacare Partner (for nurses, physiotherapists and dressers), package com.nivaacare.partner
• Nivaacare Mitra (for local Mitras who bring professionals onto Nivaacare), package com.nivaacare.mitra

For the information you give us when you use the apps, we decide why and how it is used, so we are the “Data Fiduciary” under India’s Digital Personal Data Protection Act, 2023 (the DPDP Act).

What we collect

What we collect depends on which app you use.

Everyone who signs in

• Your mobile number, used to sign you in with a one-time code.
• If you choose Google sign-in: your name, email address and Google account ID.
• Your name and, if you add them, your email address and photo.
• Notification details of your phone, so that we can send you messages about your visits.
• A record of when you sign in and basic details about your phone (such as its model and app version), to keep your account safe and fix problems.
• Messages you send to our support team.

If you book care (Nivaacare app)

• Your addresses, with a map pin if you allow location, so the professional can find you.
• Details of the people you book for (for example a parent), such as name, age and gender.
• Details of the visit: the service, date and time, notes for the professional, and the start and end codes.
• Prescriptions or reports you choose to attach, as photos or files.
• Visit reports the professional writes after a visit.
• Your payment status and the amounts for each booking. We do not receive or keep your card, UPI or bank login details (see Payments).
• Ratings and feedback you give.

If you are a professional (Nivaacare Partner app)

• Your name, mobile number, email and a selfie.
• Documents we ask for to verify you: ID, address proof and your qualification or registration.
• Your work areas, working hours and your phone’s location while you use the app, so we can send you nearby visits and show families you are on the way.
• Photos you take as proof of a visit.
• The bank account or UPI ID you give us to pay your earnings, and a record of your earnings, payouts and wallet.
• Your visit history, ratings and reports.

If you are a Mitra (Nivaacare Mitra app)

• Your name, mobile number and email.
• The list of professionals who joined with your referral code, and how many visits they do, so we can work out what you earn.
• The bank account or UPI ID you give us to pay your earnings, and a record of your earnings and payouts.

How we use it

• To create your account and sign you in.
• To match your visit with a verified professional nearby, and to run the visit from start code to end code.
• To take payments, give refunds, and pay professionals and Mitras their earnings.
• To verify that professionals are who they say they are and are qualified for the work.
• To send you messages about your bookings, payments and account, as notifications, SMS or email.
• To help you when something goes wrong, and to look into complaints.
• To keep the service safe, stop fraud and misuse, and fix technical problems.
• To follow the law, including tax and accounting rules, and to answer lawful requests from courts and authorities.

We do not sell your personal information. We do not show advertising in the apps, and we do not use your information to show you ads elsewhere.

Health information

When you book care, you may give us health-related information: the reason for a visit, a prescription, or notes in a visit report. We treat this as sensitive. We collect it only to arrange and carry out the care you asked for, and we show it only to the professional assigned to your visit and to the Nivaacare staff who need it to support you (see Who sees it). You are never asked to give health information that the visit does not need.

Nivaacare is not a hospital or a doctor. The professionals are independent, and the care they give follows your doctor’s advice. In an emergency, call 112.

Who sees it

The professional on your visit

Once a professional accepts your visit, they see your name, the address for the visit, what you booked and any notes or prescription you added for it. They do not see your mobile number, and they see this only for visits assigned to them.

The family

Patients see the professional’s name, photo, qualification, a rating and, once they accept, that they are on the way. They do not see the professional’s documents, bank details or earnings.

Mitras

A Mitra sees the professionals who joined with their code and how many visits they have done. A Mitra never sees patient names, addresses or health details.

Companies that help us run the service

We share only what is needed with companies that work for us under their own privacy and security duties:

The law

We may share information with a court, government body or the police when the law requires it, or when it is needed to protect someone’s safety.

Payments

Online payments are handled by Razorpay. When you pay, you enter your card, UPI or net banking details on Razorpay’s secure screen. Nivaacare does not receive or store those details. We receive only the result of the payment (paid, failed or refunded), the amount and a payment reference.

Professionals and Mitras give us a bank account or UPI ID so that we can pay their earnings. We keep these details only for payouts and for the records the law requires.

Permissions on your phone

The apps ask for these permissions only when a feature needs them. You can say no or change your mind in your phone’s settings, and the rest of the app still works.

The apps do not read your contacts, your messages, your call history or your microphone.

How long we keep it

We keep your information for as long as your account is open and as long as we need it for the reasons above. When you delete your account (see Delete your account), we remove or anonymise what we no longer need. Some records have to be kept for longer because the law requires it, for example payment, invoice and tax records, and records we need to deal with a complaint or dispute. When the reason to keep something ends, we delete it.

How we protect it

• All traffic between the apps and our servers is encrypted.
• Your sign-in token is stored in your phone’s secure storage (Keychain on iPhone, Keystore on Android).
• Only the staff who need information to do their job can see it, and the changes they make are recorded.
• Documents and photos are kept on secure servers and are available only to the staff who need them.

No service can promise perfect security. If we find that your information was exposed in a way that could harm you, we will tell you and the authorities as the law requires.

Your choices and rights

Under the DPDP Act you have the right to:

• Ask for a summary of the personal information we hold about you and how it is used.
• Ask us to correct information that is wrong or out of date, and to complete information that is missing.
• Ask us to delete your information.
• Withdraw a permission you gave us. This does not affect what we did before you withdrew it.
• Name someone who can use your rights for you if you are unable to.
• Complain to us (see Contact), and to the Data Protection Board of India if we do not solve it.

You can fix most details in the app’s profile screen. To use any other right, write to us at nivaacare@gmail.com. We will check that the request is from you, and then reply within a reasonable time. To delete your account, use the delete your account page.

Turning off notifications in your phone settings stops our messages from showing on your phone. We may still need to send a message about a visit that is in progress.

Children

Our apps are for adults. You may book care for a child or for someone who cannot manage their own account, such as an older parent, when you are their parent or lawful guardian. You then give us their details on their behalf. We do not knowingly create accounts for children under 18. If you think a child has made an account, tell us and we will remove it.

This website

This website only gives information and download links. It has no accounts and no advertising. It does not use advertising or tracking cookies. Our hosting provider may keep standard server logs (such as your IP address and the pages visited) for a short time to keep the site safe and working. If you write to us by email, we use your address only to reply.

When you tap a download link, the file comes from the address shown for it. If you leave this website through a link, the other website has its own privacy policy.

Changes to this policy

If we change this policy in a way that matters, we will tell you in the app or by message before the change takes effect, and we will update the date at the top of this page.

Contact and grievances

Questions about this policy, or a complaint about how we handled your information? Write to us and we will reply.

• Email: nivaacare@gmail.com

If you believe we have not dealt with your complaint properly, you can also complain to the Data Protection Board of India.