Introduction

1. This mobile application / website is owned, operated and made available by Enso Innovation Lab Pvt. Ltd. (“Company”, “we” or “us” or “our”), and includes our successors-in-interest and assignees as determined by us, at our sole discretion and without requiring any prior notice or intimation to You. “user”, “you”, “your” or other similar terminology are all in reference to you as the user of the Platform as a recipient of our products, Services and resources for the remainder of this document.
2. This privacy policy (“Privacy Policy”) together with the terms and conditions for the use of the Platform, available at Terms and Conditions (the “Terms”), outlines the Platform’s privacy practices regarding the collection, use and safeguard of your information through use of the Platform and the Services offered thereupon.
3. At Enso Innovation Lab, we are committed to respecting the privacy and confidentiality of the information that you entrust us with. Our Privacy Policy outlines the policies and procedures regarding the collection, use and disclosure of Personal Information from users. Please review this Privacy Policy carefully. In order to guarantee privacy to the client, we maintain the client’s anonymity and work in accordance with confidentiality policies to ensure that all personal and health information received is maintained and transmitted through a highly secure environment. It is recommended that you do not use the website, mobile application(s) or the related Services if any of the terms of this Privacy Policy are not in accordance with the applicable laws of your country.

Nature of Service

1. Enso Innovation Lab is an online wellness platform that delivers (a) emotional wellness services to individuals and organizations through certified psychologists and/or therapists and (b) psychiatric consultation services by psychiatrists, connecting users to such Wellness Professionals (“Platform”). The services include, but are not restricted to, corporate wellness programs through which employees of organizations avail various products and Services. Enso Innovation Lab offerings may include/are:
   1. Online, face-to-face and online chat based consultation with expert Wellness Professionals (who have been authorised by Enso Innovation Lab to use the Platform for delivering their Services)
   2. Online, face-to-face and online chat based consultation and diagnostic services by psychiatrists on the Platform which may include the prescription of medication or such other treatment if determined necessary by the psychiatrist
   3. Periodic self-assessments and psychological tests
   4. Workshops and/or webinars delivered by trained Wellness Professionals
   5. Self-help tools, content and programs through a range of channels including, but not restricted to websites, mobile applications and emails
   6. Guide chat packs where in clients may be able to exchange encrypted private messages with their Wellness Professional in addition to online consultation.
2. You agree and acknowledge that Enso Innovation Lab acts solely as an intermediary between you and the Wellness Professional, transmitting the details of your booking to you and to the Wellness Professional.
3. Enso Innovation Lab reserves the right to add or remove products and Services from its overall offerings without prior notification.

Consent

1. By using the Platform, providing us your Personal Information or by making use of the features provided by the platform or by making a payment to Enso Innovation Lab, you hereby provide your consent to (a) the use of the Services and (b) the collection, storage, processing, disclosure and transfer of your Personal Information in accordance with the provisions of this Privacy Policy
2. You acknowledge that you are providing your Personal Information out of your free will, either directly to Enso Innovation Lab or through a third-party or your organization. You have the option to not provide us the Personal Information sought to be collected. 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 support@ensolab.in Notwithstanding this, if you are accessing the 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.
3. 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 fulfill the purposes for which the said Personal Information was sought and we may restrict your use of the Platform.

Personal Information

1. 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 organization - 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 Professional might require from you. We also collect information you provide from responses, in-app inputs, 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”).
2. The main reason we collect this Personal Information is to provide you a smooth, efficient and customized experience. The collection of Personal Information also enables the user to create an account and profile that can be used to interact with our wellness professionals. You may change some of the information that you provide through your account page at the website or profile details for the mobile application(s).
3. We may use your Personal Information to:
   1. Identify and reach you;
   2. Resolve service and billing problems via telephone or email.
   3. Assist you in scheduling appointments, remind you of upcoming or follow-up appointments, as well as cancelled appointments.
   4. Generate prescriptions as issued by the psychiatrist engaged by you on the Platform
   5. Provide you with further information, products and services and newsletters.
   6. Better understand users’ needs and interests.
   7. Personalism your experience.
   8. Run statistical research (such research will only use your information in an anonymous way and cannot be linked back to you)
   9. Detect and protect us against error, fraud, and other criminal activity.
   10. Make disclosures as may be required under applicable law.
   11. Improve our website, mobile application(s) in order to better serve you.
   12. Allow us to better service you in responding to your customer service requests.
   13. Run a contest, promotion, survey or other site, mobile application feature.
   14. Quickly process your transactions.
4. Your information is used by the Wellness Professionals and our app algorithms to better assess your condition and provide you with the most suitable counselling service, consultation, medical diagnosis and treatment service or digital experience. Your Personal Information is held safe by the Wellness Professional working with you and not normally shared with other Wellness Professionals. However, in certain situations, in furtherance of the Services, Wellness Professionals may discuss and share information provided by you in a strictly anonymize manner, with other Wellness Professionals and/or other personnel of the Company. Further, there may be certain occasions when Enso Innovation Lab and/or Wellness Professionals use third-party tools to tailor the counselling sessions, consultation, medical diagnosis and treatment services and in-app experience. In both such cases, only minimal information as required is shared with others.
5. We are dedicated to maintaining the privacy and integrity of your Personal Information. If you decide at any time that you no longer wish to receive certain communications from us, you can inform us by writing to support@ensolab.in
6. Enso Innovation Lab shall, subject to the Terms and this Privacy Policy, undertake best efforts to ensure that all communication between the user and Enso Innovation Lab and / or the Wellness Professional within the ambit of Services, are kept confidential, to the extent required under compliance with applicable laws and any applicable guidelines of professional practice applicable to the relevant Wellness Professional.

Updating Personal Information

Cookies

1. We use “cookies” to collect information and smoothen your experience on the Platform. A cookie is a small data file that we transfer to your device’s hard disk for record-keeping purposes. We use cookies for two purposes. First, we may utilise persistent cookies to save your user credentials for future logins to the Services. Second, we may utilise session ID cookies to enable certain features of the Services, to better understand how you interact with the Services and to monitor aggregate usage by users of the Services and online traffic routing on the Services. Unlike persistent cookies, session cookies are deleted from your computer when you log off from the Services and then close your browser.
2. We may work with third parties that place or read cookies on your browser to improve your user experience. In such cases, by using the third party services through the Platform, you consent to their Privacy Policy and terms of use and agree not to hold Enso Innovation Lab liable for any issues arising from such use.
3. 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.

Log Data

When you visit the Platform, our servers automatically record information that your browser or mobile application sends (“Log Data”). This Log Data may include information such as your computer’s Internet Protocol (“IP”) address, browser type, device name, operating system version, configuration of the app when accessing the Platform, the webpage you were visiting before you came to our Services, pages of the 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 location, gather broad demographic information for aggregate use, increase user-friendliness and tailor our Services to better suit your needs.

Confidentiality

1. Enso Innovation Lab maintains the confidentiality of information disclosed during personal consultation. Any information shared with Enso Innovation Lab is confidential and not shared with anyone, including your organization, with certain exceptions where confidentiality may be breached. The case where confidentiality will be breached is if:
   1. the Wellness Professional or Enso Innovation Lab perceives there to be a serious and/or significant and/or imminent risk of harm to the health or safety of another living being or the public or self.
   2. disclosure is required by law.
   3. you file a private healthcare claim and the insurer requires information.
2. Except for the reasons outlined above, the Personal Information shared on Enso Innovation Lab will only be shared with others after permission has been granted by you orally or by way of email/letter/fax. All staff members of Enso Innovation Lab, including all Enso Innovation Lab professionals, employees, contracted professionals or trainees, are required to follow this confidentiality policy.

Third Party Disclosure

Enso Innovation Lab does not sell or trade your Personal Information to third parties unless we provide you with advance notice. This however does not apply to any storage or transfer to and from server/website hosting partners and other parties who assist us in operating the Platform, conducting our business, or servicing you. We may also release your information when we believe release is appropriate to comply with the law, enforce our site policies, mobile application policies, or protect ours or others’ rights, property, or safety. However, visitor information that is not personally identifiable may be provided to other parties for marketing, advertising, or other uses.

Security

1. We employ administrative, physical, and technical measures designed to safeguard and protect information under our control from unauthorized access, use, and disclosure. When we collect, maintain, access, use, or disclose your Personal Information, we will do so using systems and processes consistent with industry standards in information privacy and security. In keeping with professional standards, Wellness Professionals might be required to maintain records of both online and offline sessions.
2. In spite of the security measures undertaken by us, we strongly discourage you from posting your personally identifiable information in forums, comments or any other publicly accessible places on the Platform. Enso Innovation Lab shall not be held responsible for use or misuse of any information pertaining to or shared by the User with relation to its Services. The User will not hold Enso Innovation Lab liable for any issue related to data storage and/or security.
3. It is your responsibility to ensure the privacy and security of your email account and phone messages so they cannot be accessed by third-party. Enso Innovation Lab will use one or both of these channels to communicate with you regarding a range of information related to your psychological wellness. Enso Innovation Lab shall not be liable for any breach in confidentiality, should your email or text messages be accessed by a third-party, with or without your consent.
4. By using the Application, You accept the inherent security implications of data transmission over the internet. Therefore, the use of the Application will be at Your own risk and we assume no liability for any disclosure of information due to errors in transmission, unauthorized third party access or other acts of third-parties or acts or omissions beyond our reasonable control and You agree not to hold us responsible for any breach of security.
5. In the event we become aware of any breach of the security of Your information, we will promptly notify You and take appropriate action to the best of our ability to remedy such a breach.

Changes to Privacy Policy

1. We are obligated to protect Your information in accordance with applicable laws, and regulations.
2. This Privacy Policy is subject to modification based on changes in the business, legal and regulatory requirements and will be updated online. We will make all efforts to communicate any significant changes to this Privacy Policy to You. You are encouraged to periodically visit this page to review the Privacy Policy and any changes to it. Your continued use of the Application or the Services thereunder following the posting of any amendment to this Privacy Policy shall constitute Your acceptance of such amendment.

Grievance Redressal

1. If you have any grievance with respect to the Platform or Services, including any discrepancies and grievances with respect to processing of information, you can contact our Grievance Officer at: support@ensolab.in
2. The Grievance Officer shall redress your grievances in a time bound manner not exceeding 1 (one) month from the date of receipt of grievance. Except where required by law, the Company cannot ensure a response to questions or comments regarding topics unrelated to this policy or the Company's privacy practices.