CareOff – Privacy Policy

Last Updated: December 11, 2025

This Privacy Policy (“Policy”) explains how CareOff India Pvt. Ltd. (“CareOff”, “we”, “us”, “our”) collects, uses, discloses, stores, and protects your personal information when you access or use our website, CareOff Customer App, and CareOff Professional App (collectively, the “Platform”).

By accessing or using the Platform, you agree to this Policy and consent to the processing of your personal information as described here. If you do not agree, you must stop using the Platform immediately.

This Policy forms a part of our Terms and Conditions.

1. INFORMATION WE COLLECT

We collect information to enable secure, high-quality caregiving services. Categories include:

1.1 Identity & Profile Information

• Full name
• Age & gender
• Profile photo
• Government ID details (Aadhaar, PAN, etc.)
• Face-match verification data (Professionals)
• Professional skills, training and certification details

1.2 Contact Information

• Mobile number
• Email address
• Residential and service address
• Emergency contact details

1.3 Health & Care Requirement Data (Sensitive Personal Data)

Provided only by Care Seekers:

• Elder/child medical conditions
• Disabilities or special care needs
• Daily routines or care instructions

Handled with strict confidentiality and only used for matching appropriate Caregivers.

1.4 Technical, Device & App Usage Data

Website:

• Browser type
• IP address
• Cookies and tracking data
• Page visit logs

Mobile Applications (Additional):

• Device type, OS version
• Device identifiers (e.g., Android ID, Vendor ID)
• App crash logs
• Performance metrics
• Session duration & screens visited
• Push notification tokens

1.5 Location Data (Mobile Apps)

Collected ONLY with your permission:

• Current location (GPS) for assigning nearest Caregivers
• Live tracking during active service
• Check-in / check-out verification
• Safety, dispute resolution, and fraud prevention

CareOff does not track location when the app is closed, unless explicitly permitted for future features.

1.6 Payment & Transaction Data

• Booking ID and history
• Payment method (UPI, card type, wallet)
• Transaction references
• Refunds and payout records

Note: We do NOT store full payment card numbers.

1.7 Communication Data

Includes communications through:

• In-app chat messages
• Voice messages (if shared)
• Support emails
• Phone calls (metadata only, not call recordings)

1.8 Photos, Documents & Media

Uploaded by users for:

• KYC verification
• Proof of identity or address
• Incident reporting
• Training or profile completeness

2. HOW WE USE YOUR INFORMATION

We use your personal information for legitimate operational purposes, including:

2.1 To Provide and Improve Services

• User account creation
• Matching Care Seekers with suitable Caregivers
• Training and verifying Caregivers
• Booking scheduling and management
• Payments, refunds, and payouts
• Service reminders, arrival updates, and notifications

2.2 Safety, Security & Fraud Prevention

• Identity verification and background checks
• Location verification and tracking during service
• Detecting suspicious activity
• Assessing safety incidents and complaints

2.3 Communication

• Booking confirmations & status updates
• Transaction alerts
• Responses to support queries
• Important announcements or policy updates
• Marketing communications (with opt-out option)

2.4 App Experience, Analytics & Improvement

• Error diagnostics and crash analysis
• Feature usage statistics
• A/B testing
• Improving training through the CareConnect Hub

3. HOW WE SHARE YOUR INFORMATION

We do not sell your personal information. We may share your information under these circumstances:

3.1 With Caregivers (For Care Seekers)

• Your name
• Service address
• Contact number (masked or unmasked depending on system)
• Care requirements
• Special needs or instructions

3.2 With Customers (For Professionals)

• Caregiver name
• Photo and profile
• Training, skills and certifications
• Ratings, reviews, experience
• Gender (if required)

3.3 Third-Party Service Providers

We use trusted third parties for:

• Payments (Razorpay, Paytm, etc.)
• KYC verification (AuthBridge/OnGrid)
• Cloud hosting (AWS, GCP, etc.)
• SMS and email delivery
• Analytics and crash reporting

These partners process data strictly as per our instructions.

3.4 Legal & Regulatory Compliance

• Required by law, court order, or government authority
• Necessary to protect the safety of users
• Necessary in fraud or dispute investigations

3.5 Business Transfers

If CareOff undergoes merger, acquisition, or restructuring, user data may be transferred to the new entity.

4. DATA SECURITY

• AES-256 encryption (data at rest)
• TLS encryption (data in transit)
• Access control and authentication
• Secure OTP login
• Regular penetration testing & audits

5. DATA RETENTION

We retain your data only for as long as necessary:

• Account information: Until account deletion
• Transaction records: As required by Indian financial laws
• KYC data: As required by verification regulations
• Chat logs: For safety and dispute resolution
• Location data: Limited to service period and safety logs

You may request deletion unless required for legal obligations, fraud prevention, disputes, or ongoing investigations.

6. YOUR RIGHTS

Under Indian data protection laws (including DPDP Act 2023), you may:

• Access personal data we hold
• Request correction of inaccurate information
• Request deletion (subject to legal requirements)
• Withdraw permission for certain data uses
• Opt out of marketing communication
• File a grievance with our Grievance Officer

7. COOKIES AND TRACKING TECHNOLOGY (WEB)

• Authentication
• Improving user experience
• Analytics
• Remembering preferences

8. MOBILE APP PERMISSIONS & USAGE

Essentials

• Location
• Camera
• Photos/Media
• Notifications
• SMS/OTP Read (Android)

Optional

• Microphone
• Background location (future use)

9. THIRD-PARTY LINKS

Our Platform may include links to external websites and services. We are not responsible for their privacy practices.

10. CHILDREN’S PRIVACY

• Users under age 18 are not permitted
• Minors require guardian supervision for services

11. INTERNATIONAL DATA TRANSFERS

• Contractual data protection clauses
• Secure transmission methods

12. CHANGES TO THIS POLICY

We may update this Policy. Continued use of the Platform signifies acceptance of changes.

13. GRIEVANCE REDRESSAL

Grievance Officer

CareOff India Pvt. Ltd.
Divyasree Trinity, Phase 3, 2nd Floor
Survey No. 64, Madhapur, Hitech City
Serilingampally, Hyderabad – 500081
support@careoff.com

14. CONTACT US

For privacy questions or requests:

Email: support@careoff.com

Address: Divyasree Trinity, Phase 3, 2nd floor, Survey number #64, Madhapur, Hitech City, Serilingampally, Hyderabad-500081