ZypHeal User Agreement

This Consent Form applies in addition to, and forms part of, the ZypHeal Terms and Conditions and the ZypHeal Privacy Policy. Please read it carefully. Accepting this form confirms that You give the consents described below on behalf of Yourself and/or the Care Recipient(s) You are authorised to represent.

A. Consent to Process Personal and Health Information

In accordance with the Digital Personal Data Protection Act, 2023 and other applicable Indian law, ZypHeal seeks Your informed consent to collect, store, use, share and otherwise process Your personal data, including sensitive health data, for the purposes described below.

What we collect:

• Identity and contact details: name, age/date of birth, gender, address, phone number, email, emergency contact.

• Health information: medical history, current medication, allergies, vitals, lab results, prescriptions, physiotherapy assessments, nursing notes, and other clinical records generated during Service delivery.

• Payment information processed via our payment gateway partner (ZypHeal does not itself store Your card or bank credentials).

• Service-delivery data such as visit logs, photographs taken for clinical documentation (e.g., wound care, exercise form), and call/communication records for quality and safety purposes.

Purposes of processing:

• To schedule, deliver, and follow up on the Service(s) You have booked, including coordinating between nurses, physiotherapists, and doctors involved in Your care.

• To maintain a longitudinal health record across Your ZypHeal Service lines so that Your care team has continuity of information.

• To process payments, refunds, and Subscription billing.

• To contact You for appointment reminders, feedback, grievance redressal, and (only where You separately opt in) service updates or offers.

• To conduct internal quality audits, safety investigations, and, in de-identified/anonymised form, service improvement and research.

• To comply with applicable law, including reporting obligations under the Clinical Establishments Act, KPME regulations, and any judicial or regulatory request.

Sharing with third parties:

We may share Your health information with: (i) our own Clinical Staff involved in Your care; (ii) a referral hospital or specialist where clinically necessary and with Your knowledge; (iii) our technology/cloud service providers who store data on Our behalf on servers located in India; and (iv) regulators or courts where legally required. We do not sell Your personal data.

Family accounts and common contact numbers:

Where multiple Care Recipients (for example, family members) are registered under one account or a common mobile number, each such Care Recipient's health information may be accessible to the primary account holder who registered them. You confirm that You will not access or process another person's health information through a shared account without their authorisation, and ZypHeal is not responsible for any misuse or impersonation arising from a shared account or contact number.

Your rights and withdrawal of consent:

You have the right to access, correct, and request erasure of Your personal data, and to withdraw consent at any time by writing to privacy@zypheal.com. Withdrawing consent for processing that is necessary to deliver a Service already booked may mean ZypHeal cannot complete that Service; withdrawal will not affect the lawfulness of processing carried out before withdrawal, nor affect retention required by law (for example, statutory medical record retention periods).

B. Consent for Home Visit Services

Where any Service involves a Clinical Staff member visiting Your (or the Care Recipient's) residence, You separately confirm the following:

• You authorise ZypHeal Clinical Staff to enter the Service Address at the scheduled time to deliver the booked Service, and confirm that a responsible adult will be present to receive them (except where the Care Recipient is a competent adult who will receive them personally).

• You confirm that the Service Address is, to the best of Your knowledge, safe and free of hazards that could endanger Clinical Staff, and You will disclose any known risk (aggressive pets, infectious illness in the household, structural hazards, etc.) in advance.

• You understand that ZypHeal Clinical Staff carry photo identification and may verify the Care Recipient's identity before commencing the Service.

• You understand and accept that Clinical Staff have the right to decline, pause, or discontinue a visit where they reasonably perceive a safety, hygiene, or security risk, and that this will be treated per the Cancellation and Refund Policy rather than as a standard cancellation.

• You consent to limited photography/documentation strictly for clinical record purposes (e.g., wound tracking, physiotherapy form correction) where the attending Clinical Staff determines it is clinically useful; such images form part of Your health record and are handled per Section A above and are not used for any marketing purpose without Your separate, explicit consent.

C. Consent for Clinical Procedures

Certain Services involve hands-on clinical procedures. By booking such a Service, You (or the Care Recipient) confirm informed consent as follows:

• Nursing and physiotherapy procedures: You understand the general nature of the nursing or physiotherapy intervention proposed (e.g., wound dressing, injection administration, mobility exercises, manual therapy), that it will be explained to You/the Care Recipient before commencing, and that You may ask questions or decline any specific procedure at any time without affecting Your entitlement to the remainder of the booked visit, subject to clinical safety.

• Escalation and referral: You understand that if, during any home visit or virtual consultation, Clinical Staff or the consulting doctor believes Your/the Care Recipient's condition requires care beyond ZypHeal's scope, they will recommend escalation to a hospital or emergency service, and ZypHeal's role in such escalation is limited to facilitation and is not a guarantee of hospital admission or outcome.

D. Consent for Virtual (Telemedicine) Consultations

• You consent to receiving medical consultation via audio/video/chat modes, in accordance with the applicable Telemedicine Practice Guidelines.

• You understand a virtual consultation is not equivalent to an in-person physical examination and has clinical limitations; the treating doctor may require an in-person visit, tests, or hospital referral.

• You understand virtual consultations are not suitable for medical emergencies, and that in an emergency You must contact local emergency services or the nearest hospital directly.

• You consent to the consultation (audio/video, where applicable) being recorded solely for clinical documentation and quality/safety purposes, handled in accordance with Section A.

E. Consent to Communication

You authorise ZypHeal, its Clinical Staff, and its Partners to contact You via phone call, SMS, WhatsApp, email, or other electronic mode at the number/email registered with us, for purposes of service delivery, appointment reminders, feedback, and grievance redressal. Communication for promotional offers or new services is optional; You may opt out of promotional communication at any time while continuing to receive essential service communication.

F. Consent on Behalf of Dependants

Where You are booking or consenting on behalf of a minor, elderly parent, or other dependant Care Recipient, You declare that You are their parent, legal guardian, or otherwise duly authorised to provide consent for their healthcare and for the processing of their personal and health data as described in this form, and You accept responsibility for the accuracy of that authorisation.

G. Acknowledgement of Risks and Limitations

• Home healthcare and virtual consultation services provided by ZypHeal are not a substitute for hospital-based emergency or specialist care.

• Clinical outcomes cannot be guaranteed and depend on multiple factors including the underlying health condition of the Care Recipient and adherence to medical advice.

• Where a Partner (independent doctor, laboratory, or pharmacy) is involved in fulfilling a Service, that Partner is professionally responsible for the specific advice, test, or medicine dispensed within their domain, and ZypHeal's role is limited to selection, coordination and facilitation in good faith.

H. Declaration and Acceptance

By accepting this Consent Form electronically, You confirm that You have read and understood it in conjunction with the ZypHeal Terms and Conditions and Privacy Policy. You voluntarily give the consents described above on behalf of Yourself and/or the Care Recipient(s) You are authorised to represent, and You understand You may withdraw consent as described in Section A, subject to the effect on ongoing or already-delivered Services. Your account, the time of acceptance, and the IP address it was accepted from are recorded as the equivalent of a signature.