Terms & Conditions

TERMS & CONDITIONS

Last Updated: [DATE]

Welcome to Sadheeya Personalised Skin Consultation.

These Terms & Conditions (“Terms”) explain how our online consultation service works, what you can expect from us, what we expect from you, and the terms that apply when you book or use our consultation services, programmes, website or related digital services.

Please read these Terms carefully before booking a consultation.

By booking or using our consultation service, you confirm that you have read, understood and agreed to these Terms and our Privacy Policy.

1. ABOUT SADHEEYA

Sadheeya Personalised Skin Consultation is operated by:

Sadheeya Consumables Private Limited

Registered Address: Sradha,Iverkala,Puthenambalam PO,Kollam

Customer Support: info@sadheeya.com

Phone/WhatsApp: +91-7994781956

Throughout these Terms, “Sadheeya”, “we”, “our” and “us” refer to the entity operating the consultation service.

Where Ayurvedic medicines or other clinical services are provided through Aswanimadom Ayurveda or another healthcare provider, the relevant healthcare provider and treating practitioner may also have separate clinical responsibilities and terms applicable to those services.

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2. OUR APPROACH

At Sadheeya, we believe that understanding a person's skin may require looking beyond labels such as “oily”, “dry” or “combination”.

Depending on your concerns, our doctors may consider relevant factors such as:

• Your current skin condition and skin behaviour

• Your main skin concerns

• Your existing skincare routine

• Previous product experiences or reactions

• Individual body pattern and tendencies

• Food and nutrition

• Digestion

• Sleep

• Stress

• Exercise

• Occupation and daily routine

• Sun and environmental exposure

• Menstrual or hormonal patterns, where relevant

• Current medications or supplements

• Relevant medical history

• Other factors considered appropriate by the consulting doctor

We use this information to help create a personalised skincare, lifestyle and wellness plan.

Our approach may be informed by Ayurvedic principles of individual constitution and lifestyle while also using appropriate contemporary clinical assessment and professional judgement.

3. WHAT “ROOT-CAUSE FOCUSED” MEANS

When Sadheeya uses terms such as “root-cause focused”, “whole-person approach” or similar expressions, we mean that we aim to understand relevant factors that may be contributing to or influencing your skin concern instead of looking only at the visible symptom.

This does not mean that:

• Every skin condition has one identifiable root cause;

• Every skin problem is caused by food, lifestyle, stress or hormonal factors;

• Every condition can be treated through lifestyle modification;

• Ayurveda, cosmetics or Sadheeya products can treat every skin disease; or

• A particular outcome or cure is guaranteed.

Some skin problems may require medicines, investigations, physical examination or treatment from a dermatologist or another healthcare professional.

4. THE CONSULTATION SERVICE

Our standard personalised skin consultation may include, depending on the service purchased:

• A pre-consultation questionnaire

• Review of information provided by you

• Review of voluntarily submitted skin photographs

• A one-to-one online consultation with a qualified doctor

• Assessment of your skin concerns

• Assessment of relevant individual and lifestyle factors

• Review of your existing skincare routine

• Personalised skincare recommendations

• Diet and nutrition guidance where appropriate

• Lifestyle recommendations

• Product recommendations where appropriate

• Guidance regarding follow-up

• Referral or further medical evaluation where considered necessary

The exact inclusions may vary depending on the consultation or programme purchased.

5. CONSULTATION DURATION AND PLATFORM

The standard consultation is generally approximately 20–30 minutes.

Consultations are initially expected to be conducted through Google Meet or another communication platform communicated to you at the time of booking.

Consultation duration may vary depending on the circumstances of an individual case.

6. ONLINE CONSULTATION HAS LIMITATIONS

An online consultation is different from an in-person medical examination.

Our doctors rely on:

• Information provided by you;

• Photographs or other information you voluntarily provide;

• What can reasonably be observed during a video consultation; and

• The professional judgement of the consulting doctor.

Some conditions cannot be reliably assessed or managed remotely.

Your doctor may therefore recommend:

• An in-person examination;

• A dermatologist consultation;

• Laboratory or other investigations;

• A gynaecology consultation;

• An endocrinology consultation;

• Another specialist consultation; or

• Other appropriate medical care.

The decision to continue an online consultation, recommend treatment or refer you for further evaluation remains subject to the professional judgement of the consulting doctor.

7. NOT AN EMERGENCY SERVICE

Sadheeya Personalised Skin Consultation is not an emergency medical service.

Do not wait for a Sadheeya appointment, WhatsApp response or online consultation if you experience symptoms that may require urgent medical attention.

These may include, but are not limited to:

• Difficulty breathing;

• Severe swelling of the face, lips, tongue or throat;

• A severe or rapidly progressing allergic reaction;

• Extensive blistering or skin peeling;

• Severe eye involvement;

• Severe or rapidly worsening infection;

• Serious systemic symptoms associated with a skin reaction; or

• Any other condition that appears to require immediate medical attention.

Please seek appropriate urgent or emergency medical care.

8. INFORMATION YOU PROVIDE

You are responsible for providing information that is accurate, complete and reasonably current.

Depending on your situation, you may be asked about:

• Allergies;

• Current medications;

• Supplements;

• Current skincare products;

• Prescription creams or treatments;

• Previous adverse reactions;

• Medical conditions;

• Pregnancy;

• Trying to conceive;

• Breastfeeding;

• Menstrual or hormonal history;

• Previous procedures or treatments;

• Current symptoms; and

• Other clinically relevant information.

Failure to disclose relevant information may affect the safety, accuracy or usefulness of the recommendations provided.

If your health, medications, pregnancy status or symptoms change during a programme, you should inform your doctor.

9. SKIN PHOTOGRAPHS

We may request photographs to help the doctor better understand your skin.

Where possible, photographs should be:

• Recent;

• Clear;

• Unfiltered;

• Taken without makeup where appropriate;

• Taken in suitable lighting; and

• Taken according to any photo instructions provided by Sadheeya.

Photographs assist remote assessment but do not replace a physical examination where one is clinically necessary.

Photographs provided for consultation will not automatically be used for advertising, testimonials or social media.

Separate permission will be obtained where we wish to use identifiable photographs or testimonials for marketing or promotional purposes.

10. COSMETICS AND SKINCARE PRODUCTS

Depending on your assessment, the doctor may recommend Sadheeya skincare products or other suitable skincare approaches.

A product recommendation does not mean that every client needs every Sadheeya product.

Recommendations should be based on the individual consultation and the professional judgement of the doctor.

Unless specifically classified and approved otherwise, Sadheeya skincare products should be understood as cosmetic or wellness products and should not be treated as substitutes for prescription treatment of a diagnosed medical condition.

Individual responses to cosmetic products can vary.

If you develop irritation or another suspected adverse reaction, discontinue the suspected new product where appropriate and contact the consultation team for guidance.

Seek urgent medical care for a serious reaction.

11. MEDICINES

A consultation does not automatically result in a medicine being prescribed.

Where the treating qualified practitioner considers medicine clinically appropriate and it is legally permissible to prescribe or recommend it, medicine may be considered as part of your care.

Medicines may be supplied or prescribed through Aswanimadom Ayurveda or another appropriate healthcare provider, where applicable.

The doctor retains independent professional judgement regarding:

• Whether medicine is required;

• Which medicine is appropriate;

• Dose;

• Duration;

• Precautions;

• Follow-up; and

• Whether another healthcare professional should manage the condition.

A client cannot require a doctor to prescribe a particular medicine.

The price of medicines may be separate from the consultation or programme price unless the applicable programme expressly states otherwise.

12. REFERRALS

Our objective is to provide appropriate care—not to attempt to manage every condition through Sadheeya products or online consultation.

Your doctor may recommend further medical evaluation where appropriate.

Examples may include:

• Severe or nodulocystic acne;

• Significant acne scarring;

• Significant or persistent dermatitis;

• Suspicious or changing pigmented lesions;

• Rapidly changing skin conditions;

• Severe or recurrent allergic reactions;

• Significant infections;

• Persistent or difficult pigmentation;

• Suspected hormonal or systemic conditions;

• Conditions requiring physical examination;

• Conditions requiring investigations; or

• Situations where the doctor is not sufficiently confident that remote management is appropriate.

Referral does not mean that Sadheeya has failed to provide the consultation. Appropriate referral may itself be an important outcome of a responsible consultation.

13. RESULTS ARE NOT GUARANTEED

Skin conditions and individual responses vary significantly.

We therefore do not guarantee:

• Complete resolution of a skin concern;

• A cure;

• A particular percentage of improvement;

• Improvement within a specific number of days;

• Permanent results;

• That a particular product will work for every person; or

• That lifestyle or dietary modifications will produce a particular clinical result.

Your results may depend on many factors, including the nature and severity of the condition, adherence, individual response, environmental factors and other medical or lifestyle circumstances.

14. DIET, NUTRITION AND LIFESTYLE GUIDANCE

Diet and lifestyle recommendations are intended to be practical and personalised to your circumstances wherever possible.

Please inform the doctor about relevant:

• Food allergies;

• Medical dietary restrictions;

• Pregnancy or breastfeeding;

• Diabetes;

• Kidney or liver disease;

• Eating disorders;

• Other significant medical conditions; and

• Advice already given by another healthcare professional.

General wellness recommendations should not be treated as a replacement for specialist nutritional or medical care where such care is required.

15. YOGA, MEDITATION AND EXERCISE

Some programmes may include yoga, facial yoga, breathing practices, meditation, relaxation techniques or other wellness activities.

Participation should be appropriate to your individual health and physical condition.

You should inform us of relevant injuries, pregnancy, physical limitations or medical conditions.

Stop an activity and seek appropriate professional advice if it causes significant pain, dizziness, breathing difficulty or another concerning symptom.

16. CONSULTATION FEES

Our regular personalised consultation price may be ₹499, unless another price is displayed at the time of booking.From time to time, Sadheeya may offer promotional campaign prices.

Promotional prices may:

• Be available only during selected campaigns;

• Have a specified validity period;

• Be limited to selected customers or booking periods; and

• Be changed or withdrawn for future bookings.

The applicable price will be displayed before payment.

Consultation Fee, Attendance & Rescheduling: The consultation fee is non-refundable once the appointment is confirmed. Please join the consultation at the scheduled time. In case of a missed consultation, late attendance, or inability to attend or complete the consultation due to circumstances from your side, no refund will be provided. An alternative consultation slot may be provided based on the doctor’s availability and available time slots. A specific alternative date or time cannot be guaranteed.

17. CONSULTATION-FEE CREDIT TOWARDS A PROGRAMME

From time to time, Sadheeya may offer to adjust the consultation fee against the price of an eligible monthly or longer-term programme.

Where such an offer is available, the applicable:

• Time limit;

• Eligible programme;

• Adjustment amount; and

• Other conditions

will be communicated with the offer.

The consultation fee is not automatically adjustable against another purchase unless expressly stated.

18. PAYMENT

Payment must ordinarily be completed before the consultation slot is confirmed.

Payments may be processed through third-party payment service providers.

By making payment, you agree to the applicable payment provider's terms in addition to these Terms.

Sadheeya does not necessarily receive or store your complete card, bank account or UPI credentials.

19. APPOINTMENT RESCHEDULING AND CANCELLATION

The rescheduling and cancellation conditions displayed during booking will apply to your appointment.

Unless otherwise stated in the booking confirmation:

• Requests to reschedule should be made sufficiently before the appointment;

• Repeated rescheduling may be restricted;

• A missed appointment or late cancellation may not be eligible for a refund;

• If Sadheeya or the consulting doctor must cancel the consultation, we will attempt to provide an alternative appointment; and

• Where an appropriate alternative cannot be provided, the applicable consultation fee may be refunded.

Any campaign-specific cancellation or rescheduling conditions displayed at booking will form part of these Terms.

20. DELAYS

We try to begin consultations at the scheduled time.

Healthcare consultations can occasionally take longer than expected.

If there is a significant delay, we may:

• Inform you;

• Offer a revised consultation time;

• Offer another available doctor where appropriate; or

• Reschedule the consultation.

21. REFUNDS

Refund eligibility depends on the circumstances of the booking and the applicable service.

A refund will not ordinarily be provided simply because:

• You changed your mind after completing the consultation;

• You did not obtain the particular product or medicine you expected;

• The doctor recommended referral instead of online treatment; or

• Your skin did not achieve a particular result.

Nothing in these Terms limits any refund, remedy or consumer right that cannot lawfully be excluded.

Physical products may be subject to separate shipping, cancellation, return and refund policies.

22. MONTHLY AND LONGER-TERM PROGRAMMES

Sadheeya may offer monthly, 3-month, 6-month or other guided programmes.

Before purchasing a programme, you will be informed of the applicable:

• Price;

• Duration;

• Included consultations;

• Product inclusions, if any;

• Diet/lifestyle support;

• Yoga or wellness support, if applicable;

• Follow-up arrangements;

• WhatsApp support;

• Medicine inclusions or exclusions;

• Renewal conditions; and

• Cancellation conditions.

A programme is intended to provide structured support and monitoring. It does not guarantee a particular clinical outcome.

23. WHATSAPP SUPPORT

WhatsApp may be used for:

• Booking communication;

• Appointment reminders;

• Questionnaires;

• Routine reminders;

• Progress check-ins;

• Follow-up communication;

• Product/order communication; and

• Programme support.

WhatsApp support is not a 24-hour emergency medical service.

Response times may vary.

Do not wait for a WhatsApp response where urgent medical attention may be required.

Automated messages may be used for administrative, educational or programme-support purposes. Clinical decisions requiring professional judgement should be reviewed by an appropriate healthcare professional.

24. THIRD-PARTY SERVICES

Our service may use third-party providers such as:

• Google Meet;

• Payment gateways;

• WhatsApp or communications infrastructure;

• Website hosting providers;

• Analytics providers;

• Logistics providers; and

• Other technology or service providers.

Use of those services may also be subject to their respective terms and privacy practices.

25. MARKETING COMMUNICATIONS

Booking a consultation does not require you to agree to unrelated promotional communications.

Where applicable, we may separately ask whether you would like to receive:

• Skincare education;

• Product information;

• Programme updates;

• Offers; or

• Other marketing communications.

You may withdraw your marketing preference using the available opt-out mechanism.

Transactional or service-related messages necessary to administer an existing booking, order or programme may still be sent where permitted.

26. TESTIMONIALS AND BEFORE/AFTER CONTENT

Your consultation photographs, videos, medical information or testimonial will not automatically become marketing content merely because you used our service.

If Sadheeya wishes to use your experience, testimonial, photograph or video for promotional purposes, we will request appropriate separate permission.

Participation is voluntary.

Declining marketing or testimonial permission will not prevent you from receiving the consultation.

27. AGE REQUIREMENT

Unless Sadheeya specifically introduces a service designed for minors with an appropriate consent process, the online personalised skin consultation is intended for persons 18 years of age or older.

Do not submit information on behalf of a minor through the standard adult consultation process unless Sadheeya has specifically authorised an appropriate parent/guardian process.

28. RECORDING CONSULTATIONS

You may not record, reproduce or publicly distribute a consultation without appropriate consent.

Sadheeya will not routinely record video consultations unless recording is necessary for a specified purpose and appropriate notice/consent is obtained.

Clinical notes may be created and retained as appropriate.

29. INTELLECTUAL PROPERTY

Sadheeya's website content, questionnaires, educational content, videos, graphics, programme structures, templates, assessment frameworks, Skin Blueprint materials and other proprietary content may be protected by intellectual-property rights.

A personalised report supplied to you may be used for your own personal care.

You may not commercially reproduce, sell, copy, publish or distribute Sadheeya's proprietary programme materials without permission.

30. ACCEPTABLE USE

You agree not to:

• Provide deliberately false information;

• Impersonate another person;

• Fraudulently obtain consultations or benefits;

• Abuse, threaten or harass doctors, staff or other persons;

• Attempt to compromise the website or systems;

• Use the service for unlawful purposes;

• Misuse prescriptions or medical recommendations; or

• Reproduce consultations or proprietary content for unauthorised commercial use.

We may restrict access to the service in cases of serious misuse, subject to applicable law.

31. PRIVACY

Your personal information is handled according to our Privacy Policy.

Because personalised consultation may involve health-related information and photographs, we encourage you to read the Privacy Policy before submitting your assessment.

32. CHANGES TO THESE TERMS

We may update these Terms from time to time to reflect changes in our services, technology, operational practices or applicable requirements.

The latest version will be available on our website with the “Last Updated” date.

Material changes will be communicated where appropriate.

Changes will not remove rights that cannot lawfully be excluded.

33. GOVERNING LAW

These Terms are governed by the laws of India.

Nothing in these Terms prevents a consumer from exercising rights or remedies available under applicable law.

34. QUESTIONS, COMPLAINTS AND GRIEVANCES

If you have a question or complaint regarding your consultation, payment or service, please contact:

Sadheeya Consumables Private Limited

Customer Care Email: info@sadheeya.com

Phone/WhatsApp: +91-7994781956

Address: Sradha,Iverkala,Puthenambalam PO,Kollam-691553

We will make reasonable efforts to review and respond to complaints in accordance with applicable requirements.

35. YOUR ACCEPTANCE

By booking the consultation, you confirm that:

• You have read and understood these Terms;

• You understand the limitations of online consultation;

• You understand that results cannot be guaranteed;

• You agree to provide accurate and relevant information; and

• You understand that your doctor may recommend referral or in-person evaluation when appropriate.

Thank you for choosing Sadheeya. Our goal is simple: understand you better, so your skin plan can be built around you.

PRIVACY POLICY

Last Updated: [DATE]

YOUR PRIVACY, SIMPLY EXPLAINED

Your personalised skin consultation may involve personal, lifestyle and health-related information.

We believe you should understand what information we collect, why we need it and how it is used.

Our basic privacy commitments are:

1. We collect information needed to provide, personalise and safely manage your consultation and related services.

2. Photographs submitted for consultation are not automatically photographs that we can use for advertising or social media.

3. You do not have to agree to unrelated promotional communications in order to receive a consultation.

4. We aim to limit access to personal information according to role and need.

5. You can contact us regarding your privacy choices and applicable data rights.

Please read the complete Privacy Policy below.

1. WHO WE ARE

This Privacy Policy applies to the Sadheeya Personalised Skin Consultation website and related consultation services operated by:

Sadheeya Consumables Private Limited

Registered Address: Sradha,Iverkala,Puthenambalam PO,Kollam-691553

Privacy Contact: info@sadheeya.com

Whatsapp: +91-7994781956

In this Privacy Policy, “Sadheeya”, “we”, “us” and “our” refer to the entity responsible for the relevant processing of your personal data.

Where your care involves another healthcare provider, such as Aswanimadom Ayurveda, that provider may also process relevant information in connection with the healthcare services it provides.

2. WHAT THIS POLICY COVERS

This Privacy Policy explains:

• What personal information we may collect;

• Why we collect it;

• How we use it;

• Who may receive it;

• How we protect it;

• How long it may be retained;

• Your choices;

• Your applicable privacy rights; and

• How to contact us about your personal information.

3. INFORMATION YOU PROVIDE TO US

The information we collect depends on the services you use and what is necessary for your consultation.

It may include:

Identity and Contact Information

• Name

• Age or date of birth

• Gender where relevant to the consultation

• Phone number

• Email address

• General location where relevant

• Address where required for product delivery or another service

Consultation Information

• Main skin concerns

• Skin type or skin behaviour

• Duration of concerns

• Skin sensitivity

• Acne history

• Pigmentation history

• Tanning or sun-exposure information

• Dryness or dehydration

• Dark-circle or puffiness concerns

• Ageing-related concerns

• Previous skin treatments

• Current skincare routine

• Products currently used

• Previous product reactions

• Relevant photographs

Health-Related Information

Where relevant to your consultation, we may ask about:

• Allergies

• Current medicines

• Supplements

• Relevant medical history

• Previous adverse reactions

• Pregnancy

• Trying to conceive

• Breastfeeding

• Menstrual cycle patterns

• Hormonal concerns

• Diagnosed conditions such as PCOS where relevant

• Previous procedures or clinical treatment

• Other information considered relevant to safe consultation

We do not need every category of information from every client.

Questions should be limited to what is reasonably relevant to the consultation or service being provided.

Lifestyle and Wellness Information

Where relevant, this may include:

• Diet and food habits

• Digestion

• Hydration

• Sleep

• Stress

• Exercise

• Occupation

• Work routine

• Screen exposure

• Sun exposure

• Travel or commute

• Smoking or alcohol information where clinically relevant

• Other lifestyle information voluntarily provided during consultation

Programme and Progress Information

If you participate in a monthly or longer-term programme, we may collect:

• Follow-up responses

• Routine adherence

• Progress information

• Updated photographs

• Product responses

• Reported adverse reactions

• Diet/lifestyle adherence

• Doctor notes

• Changes made to your plan

• Programme communications

Purchase and Transaction Information

Where you purchase a consultation, product or programme, we may process:

• Product/service purchased

• Amount

• Payment status

• Transaction reference

• Invoice information

• Shipping information

• Refund/cancellation information

Complete payment credentials may be processed directly by the applicable payment provider rather than stored by Sadheeya.

4. INFORMATION COLLECTED AUTOMATICALLY

When you use our website, certain technical information may be collected automatically depending on the technologies we use.

This may include:

• IP address

• Browser type

• Device type

• Operating system

• Pages visited

• Date/time of access

• Referral source

• Website interactions

• Booking events

• Cookie or similar technology information

The exact information collected depends on the website, analytics and advertising technologies implemented at that time.

5. WHY WE USE YOUR INFORMATION

We use personal information for specified purposes connected with providing and operating our services.

To Provide Your Consultation

We may use your information to:

• Register your booking;

• Verify relevant details;

• Prepare for the consultation;

• Allow the doctor to review your information;

• Conduct the consultation;

• Create recommendations;

• Provide follow-up; and

• Maintain appropriate consultation records.

To Personalise Your Plan

Relevant information may be used to understand:

• Your skin behaviour;

• Main concerns;

• Individual tendencies;

• Lifestyle;

• Diet;

• Sleep;

• Stress;

• Hormonal patterns where relevant;

• Environmental exposure;

• Existing routine; and

• Other relevant contributing factors.

This helps us personalise recommendations rather than automatically giving every person the same routine.

For Safety

Relevant health information may be used to identify:

• Allergies;

• Previous reactions;

• Potential contraindications;

• Pregnancy/breastfeeding considerations;

• Existing treatment;

• Medication considerations;

• Red flags; and

• Situations requiring referral or further medical evaluation.

To Operate Your Programme

If you join a monthly or longer programme, information may be used for:

• Progress tracking;

• Reminders;

• Follow-up;

• Routine modification;

• Doctor support;

• Diet/lifestyle support; and

• Programme administration.

To Process Purchases

Information may be used to:

• Process payments;

• Confirm orders;

• Issue invoices;

• Arrange shipping;

• Manage cancellations/returns/refunds; and

• Provide customer support.

To Improve Our Service

We may use appropriate information to:

• Understand how the service performs;

• Improve consultation workflows;

• Improve questionnaires;

• Improve customer experience;

• Evaluate adherence;

• Improve product/service quality;

• Conduct internal analysis; and

• Develop our services.

Where reasonably possible for analytics and service-development purposes, we aim to use aggregated or de-identified information rather than information that directly identifies an individual.

6. YOUR CONSULTATION PHOTOGRAPHS

Photographs are particularly important to us from a privacy perspective.

If you voluntarily upload skin photographs for your consultation, they may be used for:

• Doctor assessment;

• Comparing progress;

• Follow-up;

• Treatment/routine planning; and

• Maintaining appropriate consultation records.

Consultation permission is NOT marketing permission.

Uploading a photograph for your doctor does not automatically give Sadheeya permission to:

• Post it on Instagram;

• Use it in advertisements;

• Publish it on our website;

• Use it as a before-and-after advertisement;

• Share it with influencers; or

• Use it in another public marketing campaign.

Where we wish to use your photograph for a testimonial, case study, education or marketing, we will request appropriate separate permission.

7. TESTIMONIALS AND CASE STUDIES

We may invite some customers to voluntarily share their experience.

Where appropriate, we may ask separately for permission to use:

• Anonymous written feedback;

• First name;

• Photograph;

• Cropped/non-identifiable skin image;

• Before/after photographs;

• Video testimonial;

• Case-study information; or

• Social-media content.

The applicable consent will explain the intended use.

You may decline such permission.

Declining testimonial or marketing permission does not prevent you from receiving your consultation.

8. MARKETING COMMUNICATIONS

We may separately ask whether you would like to receive:

• Skincare education;

• Product updates;

• Programme information;

• Offers;

• Launch information; or

• Other promotional communications.

Where consent is required, marketing consent is optional.

You should be able to decline marketing while still purchasing or receiving the consultation.

You may withdraw your marketing preference using the opt-out method provided or by contacting us.

Please note that we may still send necessary service-related communications concerning an existing booking, consultation, programme, transaction or order where permitted.

9. WHATSAPP COMMUNICATION

Where you provide your phone number and use WhatsApp as part of the service, WhatsApp may be used for:

• Booking confirmation;

• Appointment reminders;

• Questionnaires;

• Consultation links;

• Routine reminders;

• Progress check-ins;

• Programme communication;

• Doctor/team communication;

• Product/order information; and

• Customer support.

Some WhatsApp messages may be automated.

Automated messages are intended to support the service and should not replace professional clinical judgement where such judgement is required.

WhatsApp is not an emergency medical service.

Your use of WhatsApp may also be subject to the privacy practices of WhatsApp/Meta and relevant technology providers.

10. VIDEO CONSULTATION

Online consultations may be conducted through Google Meet or another approved video communication service.

Your use of a third-party video platform may also be subject to that provider's privacy practices.

Sadheeya does not intend to routinely record video consultations.

If we decide that a consultation should be recorded for a specific purpose, appropriate notice and consent will be sought where required.

Doctors may create consultation notes and other appropriate clinical records.

11. WHO MAY ACCESS YOUR INFORMATION

Access should be limited according to the person's role and legitimate need.

Doctors

Doctors involved in your care may access information reasonably required to assess and support you.

Authorised Support Team

Customer-support or programme staff may access information necessary to:

• Manage appointments;

• Assist with payments;

• Coordinate follow-up;

• Manage orders; or

• Provide programme support.

They should not have unrestricted access to clinical information where it is unnecessary for their role.

Technology and Service Providers

We may use trusted service providers for functions such as:

• Website hosting;

• Data storage;

• Communications;

• Video consultation;

• Payment processing;

• Analytics;

• Customer support;

• Order processing; and

• Logistics.

Such providers may process information necessary to provide their services.

Healthcare Providers

Where clinically appropriate and connected to your care, relevant information may be shared with Aswanimadom Ayurveda or another healthcare professional/provider involved in your care.

Legal or Regulatory Requirements

Information may be disclosed where required or authorised under applicable law, legal process or regulatory requirements.

12. WE DO NOT SELL YOUR PERSONAL DATA

Sadheeya does not intend to sell your personal data to advertisers or data brokers.

We also do not intend to provide your complete consultation history to advertisers simply so they can target advertisements to you.

Where advertising or analytics platforms are used, we aim to limit the information shared to what is appropriate for the relevant purpose.

13. ADVERTISING AND ANALYTICS

We may use website analytics and advertising technologies to understand:

• Website traffic;

• Campaign performance;

• Booking conversions;

• General website behaviour; and

• Marketing effectiveness.

We aim to avoid intentionally transmitting detailed consultation information, photographs or sensitive health-related details to advertising platforms merely for advertising targeting.

Where cookies or similar technologies require consent, appropriate choices should be provided.

14. COOKIES

Our website may use cookies or similar technologies.

These may include:

Essential Cookies

Required for basic website functionality, security, booking or payment processes.

Analytics Cookies

Used to understand how visitors use the website and improve performance.

Advertising/Measurement Cookies

May be used to understand campaign performance, measure advertising or support remarketing where implemented.

Where required, you will be given choices regarding optional cookies.

15. PAYMENTS

Payments may be processed through third-party payment service providers.

Those providers may collect information necessary to complete the payment.

Sadheeya may receive information such as:

• Transaction status;

• Amount;

• Transaction reference;

• Payment method category; and

• Other information necessary for reconciliation.

We do not necessarily receive or store your complete card, bank-account or UPI credentials.

Please review the privacy practices of the applicable payment provider where appropriate.

16. DATA SECURITY

We use reasonable technical, organisational and administrative measures designed to protect personal information against:

• Unauthorised access;

• Unauthorised disclosure;

• Loss;

• Misuse;

• Alteration; and

• Destruction.

Measures may include, where appropriate:

• Access controls;

• Authentication;

• Role-based permissions;

• Secure infrastructure;

• Logging;

• Backup procedures; and

• Internal access restrictions.

However, no internet-based or electronic system can be guaranteed to be completely secure.

Please also protect your own devices, passwords and accounts.

17. DATA RETENTION

We retain personal information only for as long as reasonably necessary for the purposes for which it was collected and as required or permitted by applicable law.

Different categories of information may have different retention periods.

Relevant considerations may include:

• Providing your consultation or programme;

• Maintaining appropriate clinical records;

• Providing ongoing care;

• Completing transactions;

• Accounting/tax obligations;

• Legal or regulatory requirements;

• Resolving disputes;

• Handling complaints; and

• Protecting legitimate legal interests.

When personal information is no longer required, it may be securely deleted, anonymised or otherwise handled according to applicable requirements and our retention practices.

18. WITHDRAWING CONSENT

Where we process personal data based on your consent, you may withdraw that consent using the available mechanism or by contacting us.

Withdrawal will not make processing that occurred lawfully before withdrawal invalid.

In some circumstances, withdrawing consent may mean that we can no longer provide a particular service that requires the information.

We may also need to retain or process certain information where permitted or required by applicable law.

19. YOUR PRIVACY RIGHTS

Subject to applicable law, you may have rights relating to your personal data, including rights to:

• Obtain information about the personal data being processed;

• Request correction of inaccurate information;

• Request completion or updating of information;

• Request erasure where applicable;

• Withdraw consent where processing is based on consent;

• Raise a grievance; and

• Exercise other rights available under applicable data-protection law.

Requests may be subject to identity verification and applicable legal limitations.

To exercise a privacy right, contact:

Privacy Email: [INSERT PRIVACY EMAIL]

20. GRIEVANCES

If you have a privacy concern, please contact us first so that we can review it.

Email: info@sadheeya.com

Phone: +91-7994781956

We will handle grievances in accordance with applicable requirements.

Nothing in this Policy prevents you from exercising rights or remedies available under applicable law.

21. CHILDREN

Our standard personalised online skin consultation is intended for adults aged 18 years and above unless a separate service for minors is specifically provided.

We do not intend to knowingly collect children's consultation information through the standard adult process.

Where we introduce services for minors, appropriate parent or guardian consent and additional safeguards will be implemented as required.

22. INTERNATIONAL USERS

Sadheeya may in the future provide services to customers outside India.

If you use our service from another country, your information may be processed in India or in other locations where our authorised service providers operate, subject to applicable requirements.

Additional privacy terms or notices may be provided where required for particular countries or regions.

23. FUTURE TECHNOLOGY AND AI

Sadheeya intends to continue developing technology that can improve personalisation, progress tracking and wellness support.

Technology may in the future assist with functions such as:

• Organising assessment information;

• Pattern recognition;

• Personalisation;

• Progress tracking;

• Routine reminders;

• Lifestyle recommendations; and

• Preparing information for professional review.

Technology should not be presented as a substitute for professional clinical judgement where a healthcare professional is required.

Use of consultation information for future technology development

We may use appropriately aggregated or de-identified information to understand and improve our services where permitted.

If we wish to use identifiable or otherwise protected consultation information for a materially different purpose such as certain forms of AI/model development or research requiring additional consent, we will implement an appropriate consent or other lawful process before doing so.

Receiving a consultation should not automatically be treated as consent for unrestricted use of your identifiable health information to train future AI systems.

24. AUTOMATED SYSTEMS

Our website or WhatsApp system may use automation for administrative and wellness-support functions such as:

• Booking;

• Reminders;

• Questionnaires;

• Progress check-ins;

• Educational information; and

• Routing messages to the appropriate team.

Where a situation requires clinical judgement, the aim is for appropriate healthcare-professional involvement rather than relying solely on automation.

25. THIRD-PARTY LINKS

Our website or messages may contain links to third-party websites or services.

We are not responsible for the privacy practices of third-party websites that we do not control.

We encourage you to review their privacy policies where appropriate.

26. CHANGES TO THIS PRIVACY POLICY

We may update this Privacy Policy as our services, technologies or legal requirements change.

The latest version will be published on our website with the updated date.

Where a change materially affects how we use personal information, we will provide additional notice or seek additional consent where required.

27. CONTACT US

For questions about this Privacy Policy or your personal information, contact:

Sadheeya Consumables Private Limited

Contact/Whatsapp: +91-7994781956

Email: info@sadheeya.com

Address: Sradha,Iverkala,Puthenambalam PO,Kollam-691553

OUR PRIVACY COMMITMENT

We will not treat a consultation photo as a marketing photo simply because you uploaded it for your doctor.

We will not require you to accept unrelated marketing messages in order to receive your consultation.

We do not intend to sell your personal data.

We do not intend to give advertisers unrestricted access to your complete consultation history.

We will not pretend that every skin condition can be safely managed online.

Our goal is to use personal information responsibly to provide a more personalised, useful and safe consultation experience.

Booking-page consent

I would put this directly before the payment button, not buried inside either policy:

Before You Book

Please confirm the following:

☐ I have read and agree to the Terms & Conditions and Privacy Policy.

☐ I consent to Sadheeya collecting and using the information I provide, including relevant health-related information and consultation photographs, where necessary to provide my personalised consultation and follow-up care.

☐ I understand that an online consultation has limitations, does not guarantee a particular result and is not an emergency medical service.

Optional

☐ I would like to receive skincare education, programme updates, product information and offers from Sadheeya through WhatsApp, SMS and/or email. I understand that I can opt out of promotional communications later.

[BOOK MY CONSULTATION — ₹299]

And immediately before a customer uploads photographs, I recommend this separate micro-consent:

Your Photos Are Private Consultation Information

The photographs you upload are intended to help your doctor understand your skin and, where relevant, track your progress.

Uploading consultation photographs does not give Sadheeya permission to use them in advertisements, social media, testimonials or public before-and-after content. We will request separate permission for such use.

☐ I consent to the photographs I upload being used for my consultation, clinical assessment and appropriate follow-up.

Before these go live, replace every [INSERT...] field and have counsel verify the final text against your exact clinical entity structure, refund policy, payment gateway, WhatsApp implementation and data-storage architecture. India's telemedicine guidance specifically places importance on professional judgement about whether telemedicine is sufficient and on patient/practitioner identification and consent; those principles are deliberately reflected in the draft. ([esanjeevani.mohfw.gov.in](https://esanjeevani.mohfw.gov.in/assets/guidelines/Telemedicine_Practice_Guidelines.pdf?utm_source=chatgpt.com))

[Official Digital Personal Data Protection Act, 2023](https://www.meity.gov.in/static/uploads/2024/02/Digital-Personal-Data-Protection-Act-2023-1.pdf?utm_source=chatgpt.com)

[Official Digital Personal Data Protection Rules, 2025](https://www.meity.gov.in/documents/act-and-policies/digital-personal-data-protection-rules-2025-gDOxUjMtQWa?pageTitle=Digital-Personal-Data-Protection-Rules-2025%C3%AF%C2%BF%C2%BC&utm_source=chatgpt.com)