Privacy Policy

1. Who we are

HopeNow ("we", "us", "our") operates a platform that connects individuals with qualified wellness and mental health practitioners. This Privacy Policy explains how we collect, use, store, and protect your personal information when you use our website, mobile applications, and related services (collectively, the "Platform").

2. Information we collect

2.1 Information you provide

• Account information: Name, email address, phone number, and password when you create an account.
• Profile information: For practitioners — qualifications, specializations, bio, profile photo, and practice details. For clients — preferences and intake form responses.
• Booking & payment data: Session bookings, transaction history, and payment method details (processed securely by our payment provider).
• Communications: Messages sent through the Platform, feedback, and reviews.

2.2 Information collected automatically

• Usage data: Pages viewed, features used, session duration, and interaction patterns.
• Device information: Browser type, operating system, device identifiers, and IP address.
• Cookies & similar technologies: See our Cookie Policy for details.

2.3 Sensitive information

We may collect health-related information you voluntarily provide through intake forms or during the matching process. This data is treated with the highest level of protection and is only shared with the practitioner(s) you choose to engage with.

3. How we use your information

• To provide, maintain, and improve the Platform.
• To match you with suitable practitioners based on your needs.
• To process bookings, payments, and payouts.
• To send transactional notifications (booking confirmations, reminders).
• To provide customer support and respond to your enquiries.
• To detect and prevent fraud, abuse, and security incidents.
• To comply with legal obligations.

4. AI-assisted features

With your explicit opt-in consent, we may use AI-assisted features to provide personalised recommendations, session summaries, and guidance. You can enable or disable AI data usage at any time through your Privacy & Data settings. AI features never replace professional clinical judgement.

5. How we share your information

We do not sell your personal information. We share data only in these circumstances:

• With practitioners: When you book a session, relevant profile and intake information is shared with your chosen practitioner.
• Service providers: Trusted third parties who help us operate the Platform (payment processing, email delivery, hosting).
• Legal requirements: When required by law, regulation, or valid legal process.
• Safety: When necessary to protect the safety of any person or to address fraud or security concerns.

6. Data retention

We retain your personal information for as long as your account is active or as needed to provide you with our services. If you request account deletion, we will remove your personal data within 30 days, except where retention is required by law (e.g. financial records, consent logs).

7. Data security

We implement industry-standard security measures including encryption in transit (TLS) and at rest, access controls, and regular security assessments. While no system is completely secure, we take reasonable steps to protect your information from unauthorised access, loss, or misuse.

8. Your rights

You have the right to:

• Access, correct, or delete your personal information.
• Withdraw consent for optional data processing (e.g. AI features).
• Request a copy of your data in a portable format.
• Object to or restrict certain processing activities.
• Delete your account through Privacy & Data settings.

9. Children's privacy

The Platform is not intended for individuals under 18 years of age. We do not knowingly collect personal information from children. If you believe we have collected information from a minor, please contact us immediately.

10. Changes to this policy

We may update this Privacy Policy from time to time. We will notify you of material changes by posting a notice on the Platform or sending you an email. Your continued use of the Platform after any changes constitutes your acceptance of the updated policy.

11. Contact us

If you have questions about this Privacy Policy or wish to exercise your rights, please contact us at privacy@hopenow.in.