Terms of Service

1. Agreement to terms

By accessing or using Carelens Health ("Carelens", "we", "us", or "our"), operated by LatLng Private Limited, a company incorporated under the Companies Act, 2013, you ("User", "you", or "Data Principal") agree to be bound by these Terms of Service ("Terms"). If you do not agree, please do not use our services. These Terms constitute a legally binding agreement between you and Carelens under the Indian Contract Act, 1872.

2. Description of service

Carelens is a health records management platform that allows you to scan, upload, organise, and securely share health records, track vitals, manage medications, and interact with an AI-powered health assistant. Carelens is not a medical device as defined under the Medical Devices Rules, 2017 and does not provide medical advice, diagnosis, or treatment. The AI features are informational only and are not a substitute for professional medical consultation.

3. Eligibility

You must be at least 18 years of age to create an account and use Carelens. In accordance with Section 9 of the Digital Personal Data Protection Act, 2023 (DPDPA), processing of personal data of children (below 18 years) is only permitted with verifiable consent of a parent or lawful guardian. Parents and guardians may create and manage health profiles for their children through the family feature.

4. Account registration and security

You are responsible for maintaining the confidentiality of your account credentials and for all activities under your account. You agree to provide accurate, current, and complete information during registration and to update it as necessary. You must immediately notify us of any unauthorised access to your account. As per the Information Technology Act, 2000 (Section 43), unauthorised access to computer systems is a punishable offence.

5. Consent and data processing

In compliance with the DPDPA, 2023, your use of Carelens constitutes informed consent for us to process your personal data for the following lawful purposes:

• Providing health records management, storage, and organisation services
• AI-powered extraction, analysis, and summarisation of health data from uploaded records
• Generating health insights, vital trends, and medication interaction information
• Enabling time-limited, consent-based sharing with healthcare professionals
• Sending notifications about medications, appointments, and health reminders

You may withdraw consent at any time by deleting your account or adjusting settings. Withdrawal of consent does not affect the lawfulness of processing done prior to withdrawal.

6. Health information disclaimer

You acknowledge and agree that:

• Carelens uses AI to extract and analyse health data from your records. While we strive for accuracy, AI-extracted data may contain errors and should be verified against original documents.
• The AI health assistant does not diagnose, prescribe, or provide medical advice as defined under the Indian Medical Council (Professional Conduct, Etiquette and Ethics) Regulations, 2002.
• All AI-generated content is clearly labelled as informational and is not a substitute for professional medical consultation.
• Medication interaction information is sourced from established pharmaceutical databases but does not account for your complete medical history. Always consult your healthcare provider.
• You are responsible for the accuracy of any health data you manually enter.

7. Sharing and access

When you generate a share link, you grant the recipient temporary access to the shared health records. Share links expire after 15 minutes and cannot be extended. You are responsible for sharing your health records only with trusted healthcare professionals. Once shared, a healthcare professional may retain information from the shared session in their own records for clinical purposes in accordance with the Indian Medical Council Regulations.

8. Healthcare professional portal

Healthcare professionals using the Carelens portal agree to: access patient records only when authorised by the patient through a valid share link or access grant; maintain confidentiality of all patient information in compliance with the Indian Medical Council Regulations and applicable state clinical establishment laws; not use AI-generated summaries as the sole basis for clinical decisions; and comply with all applicable medical privacy laws including the DPDPA and IT Act.

9. Acceptable use

You agree not to:

• Use Carelens for any purpose that is unlawful under Indian law or the laws of any applicable jurisdiction
• Upload false, misleading, or fraudulent health records
• Attempt to access other users' health records without authorisation (punishable under Section 43 and 66 of the IT Act, 2000)
• Reverse engineer, decompile, or disassemble the application (prohibited under Section 65 of the IT Act)
• Use automated systems, bots, or scrapers to extract data from the platform
• Transmit any malware, viruses, or harmful code (punishable under Section 43 and 66 of the IT Act)
• Use the platform in any manner that could damage, disable, or impair our services

10. Intellectual property

All content, features, and functionality of Carelens (including but not limited to text, graphics, logos, software, and AI models) are owned by LatLng Private Limited and are protected by the Copyright Act, 1957, the Trade Marks Act, 1999, and other applicable intellectual property laws of India. You retain ownership of your health records and personal data. By uploading content, you grant us a limited, non-exclusive licence to process it solely for providing our services.

11. Limitation of liability

To the maximum extent permitted by Indian law, Carelens is provided "as is" and "as available" without warranties of any kind, whether express or implied. We shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising from your use of the service, including but not limited to inaccuracies in AI-extracted data, loss of health records, service interruptions, or unauthorised access to your account. Our total aggregate liability for any claims arising from or related to these Terms shall not exceed the amount you paid for the service in the 12 months preceding the claim, or INR 1,000, whichever is higher. Nothing in these Terms excludes liability for fraud, wilful misconduct, or any liability that cannot be excluded under applicable Indian law.

12. Indemnification

You agree to indemnify and hold harmless Carelens, its directors, employees, and agents from any claims, damages, losses, or expenses (including legal fees) arising from your use of the service, your violation of these Terms, or your violation of any rights of a third party.

13. Termination

We may suspend or terminate your account at any time for violation of these Terms, with reasonable notice where practicable. You may delete your account at any time from your profile settings. Upon deletion, all your health data will be permanently removed from our servers within 30 days, except where retention is required by law (such as CERT-In log retention requirements of 180 days). Post-termination, sections on limitation of liability, indemnification, governing law, and dispute resolution shall survive.

14. Governing law and jurisdiction

These Terms are governed by and construed in accordance with the laws of India, including but not limited to the Indian Contract Act, 1872, the Information Technology Act, 2000, the Digital Personal Data Protection Act, 2023, and the Consumer Protection Act, 2019. Any disputes arising from these Terms shall be subject to the exclusive jurisdiction of the courts in Bangalore, Karnataka, India.

15. Dispute resolution

Before initiating any legal proceedings, you agree to first attempt to resolve the dispute informally by contacting us. If the dispute is not resolved within 30 days, either party may initiate arbitration under the Arbitration and Conciliation Act, 1996. The arbitration shall be conducted in Bangalore, Karnataka, in English, by a sole arbitrator mutually appointed by both parties. Nothing in this section prevents either party from seeking interim or injunctive relief from a court of competent jurisdiction.

16. Grievance redressal

In accordance with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and the Consumer Protection (E-Commerce) Rules, 2020, we have appointed a Grievance Officer. All complaints and grievances shall be addressed within 48 hours of receipt and resolved within 15 days (or 30 days for complex matters). You may contact our Grievance Officer at contact@carelens.in.

17. Changes to terms

We may update these Terms from time to time. Material changes will be notified to you via email or in-app notification at least 15 days before they take effect. Continued use of Carelens after the effective date constitutes acceptance of the updated Terms. If you do not agree with the changes, you may delete your account before the changes take effect.

18. Severability

If any provision of these Terms is found to be invalid or unenforceable by a court of competent jurisdiction, the remaining provisions shall continue in full force and effect. The invalid or unenforceable provision shall be modified to the minimum extent necessary to make it valid and enforceable while preserving its original intent.

19. Contact us

If you have questions about these Terms of Service, please contact us at contact@carelens.in