We understand how important it is that we store your data securely and
that we tell you how we will use your data in a transparent and clear
way.
Our aim is to make sure that the personal details you provide to us are
secure and processed as explained in this privacy policy.
If you have any questions about this policy, contact us at email id:
[email protected]
This privacy policy sets out how we collect, ue and store any personal
information we may have about you. It applies to any personal data we
collect, as well as data provided to us by third parties.
When sharing personal data with , you can be sure that;
It's collected and held securely, so you know your information is safe.
You can review and update the information we hold about you at any time.
Personal information about you – such as your full name, address, date of birth, phone number and e-mail address. Special categories of data– such as emotional health information. Depending on whether you are using our service as a Client, an emotional-health care professional or adviser, the personal information we collect from you will vary but can include: Your qualifications, work details and previous professional history. Payment information, such as bank details. If you are an emotional-health care professional or adviser, we may also collect personal data about you from third parties for example, MCI/RCI or professional bodies when, as part of our conditions, we need data to be able to verify your credentials. Your data is also important in helping us regularly review, analyse and improve what we do. Below are some examples of how we use your personal data to provide our services, depending on your relationship with us: Understanding how you use our App/Website, so that we can learn and fix any issues and improve our digital presence. Using data for analysis and reporting on key information, such the demographics of users of or services and how we’re performing. Using data to help with statutory reporting and audit, for example in compiling audit reports. Analysing data for compliance and fraud checks: Performing tasks which are necessary to daily business activities – such as keeping an archive of all emails sent and received, to help resolve any queries. IT security monitoring, so that we know your personal data is well protected. We sometimes need to share your data with the affiliate counsellors who help us providing face to face services in cities other than Delhi NCR. We will never share your personal data with other organisations for their own marketing or promotional purposes. Third parties who have access to your personal data have reviews and processes in place to keep it confidential and only use it in ways that you would reasonably expect. These third parties include: Internal and external audit services, IT technologies (including data storage), and administrative services, regulatory bodies. Payment providers and banks, who allow us to receive and process funds. Our legal and professional advisers, including our external auditors Law enforcement organisations, such as criminal and civil courts, coroner services and police forces. Storing your personal data & securing data: We use encryption and authentication tools to keep your data safe and secure. You can also be sure that your personal data is only accessible by authorised people who are viewing or updating your information according to agreed procedures. We will never record your consultation video unless you make a written request to us to record it. If it is recorded following your written request, it will be used only for future reference purpose and also assure that it would not be misused.
consult Emotional-health care professional or adviser. Us, We and Our means the team. VC means Video Consultation. About provides a service that:
* Allow users to consult Emotional-health care professional or adviser via online secure video chat, All Emotional-health care professionals or advisers meet necessary educational qualification. The Emotional-health care professional or adviser takes responsibility for any advice provided or offered to you. The Services through the App are provided for those circumstances where there is no threat to life of Self or Others. In case of death wishes/suicidal ideas please call the Intake Centre Numbers 1800 11 2442 or 98187 11035. In case you have already taken a step, which requires the Emergency Room treatment (harmed yourself physically or consumed anything with an intention to end your life) in such circumstances , we strongly advice that you contact the appropriate emergency services of a Hospital. Our Services are in no way designed or intended to replace the services provided by emergency unit services of a Hospital. If you need any information or have a complaint about the App or any of our Services, please contact us by email: [email protected]
Note: 1. All users and Psychiatrist(s) are bound by the guidelines issued by the Medical Council of India, amended up to 8th October 2016 and Telemedicine guidelines dated 25 March 2020. Copyright © “Santulan”. All Rights Reserved. Designed by Pratik/Team Santulan.
Clients Who Don’t Have to Pay because their Employers have Signed up with Us (EAP Clients)
Please go through these terms and conditions before you avail the services. If you do not understand or agree and accept the terms in full, you are not authorized to use our services. These Terms form a legal agreement (the Agreement) between you and the concerned emotional-health care professional or adviser. Kindly make a copy of the same for your records and future references.
* Allow users to consult Emotional-health care professional or adviser via online secure video chat, All Emotional-health care professionals or advisers meet necessary educational qualification. The Emotional-health care professional or adviser takes responsibility for any advice provided or offered to you. The Services through the App are provided for those circumstances where there is no threat to life of Self or Others. In such circumstances , we strongly advice that you contact the appropriate emergency services of a Hospital. Our Services are in no way designed or intended to replace the services provided by emergency unit. If you need any information or have a complaint about the App or any of our Services, please contact us by email: [email protected]
for taking 1st counselling session, these are the steps which the EAP Client (employee/family member) needs to take:
a)Make a request for allocation of a dedicated counsellor b)One Counsellor gets back to this employee/family member and completes the “Case Intake Form” over phone/video. c)For the employees/family members who want the counselling sessions over Audio/ Video the Psychologist who has completed the “Case Intake Form” will continue to be Psychologist for them for subsequent sessions also. d)For the employees/family members who want the counselling sessions Face to Face the Psychologist who has completed the “Case Intake Form” will inform them “ This Case Intake Form will be shared with the Psychologist in your city. The Psychologist from your city will call you to offer appointment for face to face session. Also he/she will share with you the address of his/her office in your city. Then you will go to the office of the Psychologist for face to face session. The Case Intake Form notes will help your Psychologist in understanding your issues in the proper context”.
The Emotional-health care professional or adviser with whom you will have a Counselling Session, can record the results of the consultation as required by law and regulatory requirements. You agree to review and inform us of anything that you believe to be unreliable or inappropriate. In particular, you should create your own record of the results of any consultation you have with a Emotional-health care professional or adviser via the “Santulan” platform. We may, at any time at our absolute discretion review and remove any content from the Services or request that you re-register or set up a new account for your continued use of the platform.
Once you have registered, you can make a request for allocation of a dedicated counsellor. a)One Counsellor gets back to you and completes the “Case Intake Form” over Audio/ Video. b)If you make a request for a Counselling sessions over Audio/ Video the Psychologist who has completed the “Case Intake Form” will continue to be Psychologist for them for subsequent sessions also. c)If you make a request for a Face to Face Counselling sessions then the Counsellor who has completed the “Case Intake Form” will inform you “ This Case Intake Form will be shared with the Psychologist in your city. The Psychologist from your city will call you to offer appointment for face to face session. Also he/she will share with you the address of his/her office in your city. Then you will go to the office of the Psychologist for face to face session. The Case Intake Form notes will help your Psychologist in understanding your issues in the proper context”.
All confirmed appointment times mostly commence at the stated appointment time or within a specified time parameter. At times, due to personal emergencies and other reasons beyond one’s reasonable control, your dedicated Counsellor may also need to change your appointment time. Our team will, in such circumstances, inform you by sending a message to you/calling you. For Video/Audio Consultation, on the date and time of your allocated appointment, you must be logged into your account and await a call by your Consultant. The Counsellor will wait for you for 10 minutes beyond the time of start of the appointment. If you are not there before the end of 10 minutes, you will be considered to have missed your appointment. Decision about offering Alternative appointment because of the missed appointment will be taken by your Counsellor after looking at the circumstances round the issue.
Possibility of technical snag or communication failure can occur. If any technical snag or communication failure occurs, an attempt shall be made to reach you through the telephone/mobile number provided by you to resolve the issue. In rare instances, there may be a breach in privacy by the Tele-communication service providers, which is beyond the control of Santulan team.
The personal data we collect
There are different types of data about you that we may collect, store and process depending on whether you are an emotional-health professional or a user of services or you are just exploring the offerings of . This can include:Personal information about you – such as your full name, address, date of birth, phone number and e-mail address. Special categories of data– such as emotional health information. Depending on whether you are using our service as a Client, an emotional-health care professional or adviser, the personal information we collect from you will vary but can include: Your qualifications, work details and previous professional history. Payment information, such as bank details. If you are an emotional-health care professional or adviser, we may also collect personal data about you from third parties for example, MCI/RCI or professional bodies when, as part of our conditions, we need data to be able to verify your credentials. Your data is also important in helping us regularly review, analyse and improve what we do. Below are some examples of how we use your personal data to provide our services, depending on your relationship with us: Understanding how you use our App/Website, so that we can learn and fix any issues and improve our digital presence. Using data for analysis and reporting on key information, such the demographics of users of or services and how we’re performing. Using data to help with statutory reporting and audit, for example in compiling audit reports. Analysing data for compliance and fraud checks: Performing tasks which are necessary to daily business activities – such as keeping an archive of all emails sent and received, to help resolve any queries. IT security monitoring, so that we know your personal data is well protected. We sometimes need to share your data with the affiliate counsellors who help us providing face to face services in cities other than Delhi NCR. We will never share your personal data with other organisations for their own marketing or promotional purposes. Third parties who have access to your personal data have reviews and processes in place to keep it confidential and only use it in ways that you would reasonably expect. These third parties include: Internal and external audit services, IT technologies (including data storage), and administrative services, regulatory bodies. Payment providers and banks, who allow us to receive and process funds. Our legal and professional advisers, including our external auditors Law enforcement organisations, such as criminal and civil courts, coroner services and police forces. Storing your personal data & securing data: We use encryption and authentication tools to keep your data safe and secure. You can also be sure that your personal data is only accessible by authorised people who are viewing or updating your information according to agreed procedures. We will never record your consultation video unless you make a written request to us to record it. If it is recorded following your written request, it will be used only for future reference purpose and also assure that it would not be misused.
How long do we hold your data?
We hold your personal information only for as long as is necessary to fulfil the purposes we've outlined in this privacy policy, and to comply with legal obligations. How the law allows us to process your information: Our legal basis for processing data. collects and processes your personal information on the legal bases, and for the purposes we've outlined in the 'How we collect your personal data section above. We need it in order to perform a contract, or when taking steps to enter into a contract with you – such as when you are joining . When do we contact you? Service communications: We will contact you at your request when you book an appointment, by sending you an e-mail or SMS text message when your appointment is approved. Changes to our privacy policy: We may update this privacy policy from time to time, and any important changes about how your data is processed will be posted here.4 Keeping your details updated Get in touch with us by e-mail: [email protected]Terms of Use
Clients Who Don’t Have to Pay because their Employers have Signed up with Us (EAP Clients) Please go through these terms and conditions before you avail the services. If you do not understand or agree and accept the terms in full, you are not authorized to use our services. These Terms form a legal agreement (the Agreement) between you and the concerned emotional-health care professional or adviser. Kindly make a copy of the same for your records and future references. IMPORTANT EMERGENCY NOTE Our service is not suitable for any emergency medical situation or for any diagnosis or treatment that may require examination by any other speciality of Medical Field.Definitions
Emotional-health care professional or adviser means a Counsellor or Trainer enrolled with “Santulan” or with whom the Client initiates consultation through digital platform. Advice means any advice or information provided after Consultation through Video or Audio means or after Face to Face Consultation by the Emotional-health care professional or adviser. EAP Client means any person who is eligible for free confidential Counselling sessions because the Employers have Signed up with Us. registers into the App and chooses to make a Request for allocation of a Dedicated Counsellor.consult Emotional-health care professional or adviser. Us, We and Our means the team. VC means Video Consultation. About provides a service that:
* Allow users to consult Emotional-health care professional or adviser via online secure video chat, All Emotional-health care professionals or advisers meet necessary educational qualification. The Emotional-health care professional or adviser takes responsibility for any advice provided or offered to you. The Services through the App are provided for those circumstances where there is no threat to life of Self or Others. In case of death wishes/suicidal ideas please call the Intake Centre Numbers 1800 11 2442 or 98187 11035. In case you have already taken a step, which requires the Emergency Room treatment (harmed yourself physically or consumed anything with an intention to end your life) in such circumstances , we strongly advice that you contact the appropriate emergency services of a Hospital. Our Services are in no way designed or intended to replace the services provided by emergency unit services of a Hospital. If you need any information or have a complaint about the App or any of our Services, please contact us by email: [email protected]
Registration and Eligibility
In order to access the Services, you must register with us and create an account (Account). It is important that you provide us with correct and accurate details. The Services are not intended for users below 18 years of age. We verify date of birth during the registration process and if found under 18, you are not permitted to have an account or to avail the Services. Your Account You agree at all times, to provide us with accurate and complete information in your registration and Account, and to update such information as appropriate. For security purposes you would receive OTP to your registered mobile number every time you wish to login to the app, and to the extent permitted by applicable law you agree to accept responsibility for all activities that occur under your Account or OTP. You should take all necessary steps to ensure that the OTP is kept and should inform us immediately if you have any reason to believe that your OTP has become known to anyone else, or if the OTP is being, or is likely to be used in an unauthorized manner. At any time you are unable to login, please re-install the app.Consultations with a Counsellor
“Santulan” provides a service that allows users to consult with Emotional-health care professional or adviser online through secure video chat via the internet on laptops and mobile or tablet applications (Live Consultation). You agree to always provide us and the Emotional-health care professional or adviser with whom you have a Live Consultation, accurate and complete information about you. The Emotional-health care professional or adviser with whom you have a Live Consultation can record the results of the consultation as required by law and regulatory requirements. You agree to review and inform us of anything that you believe to be unreliable or inappropriate. In particular, you should create your own record of the results of any consultation you have with an Emotional-health care professional or adviser via the “Santulan” platform. We may, at any time at our absolute discretion review and remove any content from the Services or request that you re-register or set up a new account for your continued use of the platform. Requests * Requests for Face to Face Consultations: For a Face to Face Consultation, you can make a request for appointment online and mention two alternative time slots. All appointment times are with reference to IST. Following the completion of your request for a Live Consultation, you receive a confirmation within 2 hours. All confirmed appointment times mostly commence at the stated appointment time or within a specified time parameter. At times, due to medical emergencies and other reasons beyond our reasonable control, we may also need to change your appointment time. We will, in such circumstances, inform you by sending a message to you/calling you. For Video/Audio Consultation, on the date and time of your allocated appointment, you must be logged into your account and await a call by your Consultant. The Emotional-health care professional or adviser will wait for you for 10 minutes beyond the time of start of the appointment. If you are not there before the end of 10 minutes, you will be considered to have missed your appointment. Decision about offering Alternative appointment because of the missed appointment will be taken by your Consultant after looking at the circumstances round the issue.Personal Information
We may collect various personal information from you when you use the App or the features provided by the App. Our Privacy Policy sets out policy with respect to the collection, storage, use, transfer and protection of any such personal information. When you click on the 'I accept' or 'I agree' tab at the time of registering or otherwise provide your personal information, you specifically consent to Our Privacy Policy. “Santulan” may disclose Your Personal Information in accordance to the law applicable.Expected Risks in VC
To avoid any interference of any notificatons and phone calls during VC we recommend the Clients to use a separate DEVICE and SIM CARD for VC. Possibility of technical snag or communication failure can occur. If any technical snag or communication failure occurs, an attempt shall be made to reach you through the telephone/mobile number provided by you to resolve the issue. In rare instances, there may be a breach in privacy by the Tele-communication service providers, which is beyond the control of clinical team.Cancellation Policy
If the Client misses the Appointment for consultation there would be no refund for the same. Decision about offering Alternative appointment because of the missed appointment will be taken by your Consultant after looking at the circumstances round the issue. In case the Client cancels an appointment 3 days prior to the appointment date, the Client would receive complete refund and if he/she cancels the appointment 1 day prior to appointment date 10% of the total amount would be deducted from the refund amount. Limitation of Liability To the fullest extent permitted by law, in no event will “Santulan” or its affiliates be liable for any direct, indirect, special, incidental, punitive, exemplary or consequential damages (including, without limitation, loss of business, revenue, profits, goodwill), whether or not “Santulan” has been warned of the possibility of such damages or could have reasonably foreseen such damages.Note: 1. All users and Psychiatrist(s) are bound by the guidelines issued by the Medical Council of India, amended up to 8th October 2016 and Telemedicine guidelines dated 25 March 2020. Copyright © “Santulan”. All Rights Reserved. Designed by Pratik/Team Santulan.
Clients Who Don’t Have to Pay because their Employers have Signed up with Us (EAP Clients)
Please go through these terms and conditions before you avail the services. If you do not understand or agree and accept the terms in full, you are not authorized to use our services. These Terms form a legal agreement (the Agreement) between you and the concerned emotional-health care professional or adviser. Kindly make a copy of the same for your records and future references.
IMPORTANT EMERGENCY NOTE
Our service is not suitable for any emergency medical situation or for any diagnosis or treatment that may require examination by any other speciality of Medical Field.Definitions
Emotional-health care professional or adviser means any Psychiatrist, RCI registered Clinal Psychologist, Counsellor or Trainer enrolled with “Santulan” or with whom the Client initiates consultation through digital platform. Advice means any advice or information provided after Consultation through Video or Audio means or after Face to Face Consultation by the Emotional-health care professional or adviser. VC means Video Consultation. Santulan provides a service that:* Allow users to consult Emotional-health care professional or adviser via online secure video chat, All Emotional-health care professionals or advisers meet necessary educational qualification. The Emotional-health care professional or adviser takes responsibility for any advice provided or offered to you. The Services through the App are provided for those circumstances where there is no threat to life of Self or Others. In such circumstances , we strongly advice that you contact the appropriate emergency services of a Hospital. Our Services are in no way designed or intended to replace the services provided by emergency unit. If you need any information or have a complaint about the App or any of our Services, please contact us by email: [email protected]
for taking 1st counselling session, these are the steps which the EAP Client (employee/family member) needs to take:
a)Make a request for allocation of a dedicated counsellor b)One Counsellor gets back to this employee/family member and completes the “Case Intake Form” over phone/video. c)For the employees/family members who want the counselling sessions over Audio/ Video the Psychologist who has completed the “Case Intake Form” will continue to be Psychologist for them for subsequent sessions also. d)For the employees/family members who want the counselling sessions Face to Face the Psychologist who has completed the “Case Intake Form” will inform them “ This Case Intake Form will be shared with the Psychologist in your city. The Psychologist from your city will call you to offer appointment for face to face session. Also he/she will share with you the address of his/her office in your city. Then you will go to the office of the Psychologist for face to face session. The Case Intake Form notes will help your Psychologist in understanding your issues in the proper context”.
Registration and Eligibility
In order to make an Online request for allocation of a dedicated Counsellor, you must register with us and create an account (Account). It is important that you provide us with correct and accurate details. The Services are not intended for users below 18 years of age. We verify date of birth during the registration process and if found under 18, you are not permitted to have an account or to avail the Services. Your Account You agree at all times, to provide us with accurate and complete information in your registration and Account, and to update such information as appropriate. For security purposes you would receive OTP to your registered mobile number every time you wish to login to the app, and to the extent permitted by applicable law you agree to accept responsibility for all activities that occur under your Account or OTP. You should take all necessary steps to ensure that the OTP is kept and should inform us immediately if you have any reason to believe that your OTP has become known to anyone else, or if the OTP is being, or is likely to be used in an unauthorized manner. At any time you are unable to login, please re-install the app.The Emotional-health care professional or adviser with whom you will have a Counselling Session, can record the results of the consultation as required by law and regulatory requirements. You agree to review and inform us of anything that you believe to be unreliable or inappropriate. In particular, you should create your own record of the results of any consultation you have with a Emotional-health care professional or adviser via the “Santulan” platform. We may, at any time at our absolute discretion review and remove any content from the Services or request that you re-register or set up a new account for your continued use of the platform.
Once you have registered, you can make a request for allocation of a dedicated counsellor. a)One Counsellor gets back to you and completes the “Case Intake Form” over Audio/ Video. b)If you make a request for a Counselling sessions over Audio/ Video the Psychologist who has completed the “Case Intake Form” will continue to be Psychologist for them for subsequent sessions also. c)If you make a request for a Face to Face Counselling sessions then the Counsellor who has completed the “Case Intake Form” will inform you “ This Case Intake Form will be shared with the Psychologist in your city. The Psychologist from your city will call you to offer appointment for face to face session. Also he/she will share with you the address of his/her office in your city. Then you will go to the office of the Psychologist for face to face session. The Case Intake Form notes will help your Psychologist in understanding your issues in the proper context”.
All confirmed appointment times mostly commence at the stated appointment time or within a specified time parameter. At times, due to personal emergencies and other reasons beyond one’s reasonable control, your dedicated Counsellor may also need to change your appointment time. Our team will, in such circumstances, inform you by sending a message to you/calling you. For Video/Audio Consultation, on the date and time of your allocated appointment, you must be logged into your account and await a call by your Consultant. The Counsellor will wait for you for 10 minutes beyond the time of start of the appointment. If you are not there before the end of 10 minutes, you will be considered to have missed your appointment. Decision about offering Alternative appointment because of the missed appointment will be taken by your Counsellor after looking at the circumstances round the issue.
Personal Information
We may collect various personal information from you when you use the App or the features provided by the App. Our Privacy Policy sets out policy with respect to the collection, storage, use, transfer and protection of any such personal information. When you click on the 'I accept' or 'I agree' tab at the time of registering or otherwise provide your personal information, you specifically consent to Our Privacy Policy. “Santulan” may disclose Your Personal Information in accordance to the law applicable. Expected Risks in VC To avoid any interference of any notificatons and phone calls during VC we recommend the Clients to use a separate DEVICE and SIM CARD for VC.Possibility of technical snag or communication failure can occur. If any technical snag or communication failure occurs, an attempt shall be made to reach you through the telephone/mobile number provided by you to resolve the issue. In rare instances, there may be a breach in privacy by the Tele-communication service providers, which is beyond the control of Santulan team.
Cancellation Policy
If the EAP Client misses the Appointment for consultation, then the decision about offering Alternative appointment because of the missed appointment will be taken by your Counsellor after looking at the circumstances round the issue. Limitation of Liability To the fullest extent permitted by law, in no event will “Santulan” or its affiliates be liable for any direct, indirect, special, incidental, punitive, exemplary or consequential damages (including, without limitation, loss of business, revenue, profits, goodwill), whether or not “Santulan” has been warned of the possibility of such damages or could have reasonably foreseen such damages.| Time | Rescheduling Fee | Cancellation Fee |
|---|---|---|
| No Show | N/A | 750 |
| 24 Hours before appointment | 300 | 400 |
| 12 to 72 Hours before appointment | 200 | 300 |
| More than 72 Hours before appointment | 100 | 200 |