1. Information we process

E-Care is a telehealth app that connects you with certified healthcare professionals anytime, anywhere. With the app, you can get access to a range of healthcare services, including doctors, medical specialists, allied healthcare, and mental healthcare professionals, all from the comfort of your own home.

We may collect, use, store and transfer different kinds of personal information about you. We have collated these into groups as follows:

Your identity includes information such as first name, last name, title, date of birth, and other identifiable information that you may have provided at some time.

Your contact information includes information such as billing address, delivery address, email address, telephone numbers and any other information you have given to us for the purpose of communication or meeting.

Your financial information includes information such as your bank account and payment card details. Transaction information includes details about payments or communications to and from you and information about the products and services you have purchased from us.

Technical information includes your internet protocol (IP) address, browser type and version, time zone setting and location, browser plug-in types and versions, operating system and platform and other technology on the devices you use to access this website.

Your profile includes information such as your username and password, purchases or orders made by you, your interests, preferences, feedback and survey responses.

Marketing information includes your preferences in receiving marketing from us; communication preferences; responses, and actions in relation to your use of our services.

We may aggregate anonymous information such as statistical or demographic data for any purpose. Anonymous information is information that does not identify you as an individual. Aggregated information may be derived from your personal information but is not considered personal information in law because it does not reveal your identity.

For example, we may aggregate profile information to assess interest in a product or service. However, if we combine or connect aggregated data with your personal information so that it can identify you in any way, we treat the combined data as personal information, and it will be used in accordance with this privacy notice.

2. Special personal information

Special personal information is data about your race or ethnicity, religious or philosophical beliefs, sex life, political opinions, trade union membership, information about your health and biometric data.

We will strive to the best of our ability and take reasonable steps to keep your Healthcare profile/ uploaded documents/ consultation documents and notes etc. confidential between yourself and the healthcare providers as well as the E-Care Admin, but we cannot always guarantee its confidentiality and will not be held responsible if the information is breached in any way that is beyond our reasonable control.

Your health data includes and is not limited to, your past medical history, your alcohol/tobacco use history, allergies, previous surgeries, prescriptions, sick notes, referral letters, consultation notes etc. These will help your healthcare providers deliver quality healthcare.

It may also include information about criminal convictions and offences (This is especially important if there are any issues relating to a healthcare provider that signs up with E-Care)

We may collect special personal information about you if there is a lawful basis on which to do so.

3. If you do not provide personal information we need

Where we need to collect personal information by law, or under the terms of a contract, we have with you, and you fail to provide that information when requested, we may not be able to perform that contract. In that case, we may have to stop providing a service to you. If so, we will notify you of this at the time.

The bases on which we process information about you

4. Information we process because we have a contractual obligation with you

When you create an account on our website, buy a product or service from us, or otherwise agree to our terms and conditions, a contract is formed between you and us.

In order to carry out our obligations under that contract, we must process the information you give us. Some of this information may be personal information.

We may use it in order to:

• Verify your identity for security purposes
• Sell products to you
• Provide you with our services
• Provide you with suggestions and advice on products, services and how to obtain the most from using our website

We process this information on the basis there is a contract between us, or that you have requested we use the information before we enter into a legal contract.

We shall continue to process this information until the contract between us ends or is terminated by either party under the terms of the contract.

5. Information we process with your consent

Through certain actions when otherwise there is no contractual relationship between us, such as when you browse our website/ sign up to our App or ask us to provide you more information about our business, including job opportunities and our products and services, you provide your consent to us to process information that may be personal information.

Wherever possible, we aim to obtain your explicit consent to process this information, for example, by asking you to agree to our use of cookies.

If you have given us explicit permission to do so, we may from time to time, pass your name and contact information to selected associates whom we consider may provide services or products you would find useful.

We continue to process your information on this basis until you withdraw your consent or it can be reasonably assumed that your consent no longer exists.

You may withdraw your consent at any time by instructing us admin@e-care.co.za. However, if you do so, you may not be able to use our website or our services further.

6. Information we process for the purposes of legitimate interests

We may process the information on the basis there is a legitimate interest, either to you or to us, of doing so.

Where we process your information on this basis, we do after having given careful consideration to:

• Whether the same objective could be achieved through other means
• Whether processing (or not processing) might cause you harm
• Whether you would expect us to process your information, and whether you would, in the round, consider it reasonable to do so

For example, we may process your information on this basis for the purposes of:

• Record-keeping for the proper and necessary administration of E-Care
• Responding to unsolicited communication from you to which we believe you would expect a response
• Protecting and asserting the legal rights of any party
• Insuring against or obtaining professional advice that is required to manage E-Care risk
• Protecting your interests where we believe we have a duty to do so

7. Information we process because we have a legal obligation

Sometimes, we must process your information in order to comply with a statutory obligation.
For example, we may be required to give information to legal authorities if they so request or if they have the proper authorization such as a search warrant or court order.
This may include your personal information.

Specific uses of information you provide to us

8. Information provided on the understanding that it will be shared with a third party

Our website/App allows you to post information with a view to that information being read, copied, downloaded, or used by other people (E-Care admin as well as healthcare providers). Examples include:

• Posting a message on our forum
• Tagging an image
• Clicking on an icon next to another visitor’s message to convey your agreement, disagreement or thanks

In posting personal information, it is up to you to satisfy yourself about the privacy level of every person who might use it.

We do not specifically use this information except to allow it to be displayed or shared.

We do store it, and we reserve a right to use it in the future in any way we decide.

Once your information enters the public domain, we have no control over what any individual third party may do with it. We accept no responsibility for their actions at any time.

Provided your request is reasonable and there is no legal basis for us to retain it, then at our discretion, we may agree to your request to delete personal information that you have posted. You can make a request by contacting us at admin@E-care.co.za

9. Complaints regarding content on our website/ App

If you complain about any of the content on our website/App, we shall investigate your complaint.

If we feel it is justified or if we believe the law requires us to do so, we shall remove the content while we investigate.

Free speech is a fundamental right, so we have to make a judgement as to whose right will be obstructed: yours, or that of the person who posted the content that offends you.

If we think your complaint is vexatious or without any basis, we shall not correspond with you about it.

10. Information relating to your method of payment

E-Care uses a secure, well established payment portal known as NetCash to receive payments as well as to make payments to healthcare providers.

If a consultation does not occur due to the consultation not being initiated by the healthcare provider, please email the E-care team within 24 hours after the scheduled appointment so that we may investigate further, and if we find that the consultation did not take place as a result of the healthcare provider not initiating the consult or due to technical problems from E-Care, we will refund the consultation back to your account via netcash.

For Healthcare users/clients payment information is never taken by us or transferred to us either through our website/App or otherwise. Our employees and contractors never have access to it.

At the point of payment, you are transferred to a secure page on the website of Netcash. That page may be branded to look like a page on our website, but it is not controlled by us

Please access the link below to find out more regarding NetCash Terms and conditions and Privacy policy.

https://netcash.co.za/legal-page/

11. Job application and employment

If you send us information in connection with a job application, we may keep it for up to three years in case we decide to contact you at a later date.

If we employ you, we collect information about you and your work from time to time throughout the period of your employment. This information will be used only for purposes directly relevant to your employment. After your employment has ended, we will keep your file for seven years before destroying or deleting it.

12. Communicating with us

When you contact us, whether by telephone, through our website or by e-mail, in-App etc. we may collect the information you have given to us in order to reply with the information you need.

We may also record your request and our reply in order to increase the efficiency of E-Care

We keep personally identifiable information associated with your messages, such as your name and email address so as to be able to track our communications with you to provide a high-quality service.

13. Complaining

When we receive a complaint, we record all the information you have given to us.

We use that information to resolve your complaint.

If your complaint reasonably requires us to contact some other person, we may decide to give to that other person some of the information contained in your complaint. We do this as infrequently as possible, but it is a matter for our sole discretion as to whether we do give information, and if we do, what that information is.

We may also compile statistics showing information obtained from this source to assess the level of service we provide, but not in a way that could identify you or any other person.

14. Affiliate and business partner information

This is information given to us by you in your capacity as an affiliate of us or as a business partner.

It allows us to recognize visitors that you have referred to us, and to credit to your commission due for such referrals. It also includes information that allows us to transfer the commission to you.

The information is not used for any other purpose.

We undertake to preserve the confidentiality of the information and of the terms of our relationship. We expect any affiliate or partner to agree to reciprocate this policy.

Use of information we collect through automated systems when you visit our website

15. Cookies

Cookies are small text files that are placed on your computer's hard drive by your web browser when you visit any website. They allow information gathered on one web page to be stored until it is needed for use on another, allowing a website to provide you with a personalized experience and the website owner with statistics about how you use the website so that it can be improved.

Some cookies may last for a defined period, such as one day or until you close your browser. Others last indefinitely.

Your web browser should allow you to delete any you choose. It also should allow you to prevent or limit their use.

Our website uses cookies. They are placed by software that operates on our servers, and by software operated by third parties whose services we use.

We use cookies in the following ways:

• to track how you use our website
• to record whether you have seen specific messages we display on our website
• to keep you signed in to our website
• to record your answers to surveys and questionnaires on our website while you complete them
• to record the conversation thread during a live chat with our support team

16. Personal identifiable information from your browsing activity

Requests by your web browser to our servers for web pages and other content on our website are recorded.

We record information such as your geographical location, your Internet service provider and your IP address. We also record information about the software you are using to browse our website, such as the type of computer or device and the screen resolution.

We use this information in aggregate to assess the popularity of the webpages on our website and how we perform in providing content to you.

If combined with other information we know about you from previous visits, the information possibly could be used to identify you personally, even if you are not signed in to our website.

17. Our use of re-marketing

Re-marketing involves placing a cookie on your computer when you browse our website in order to be able to serve you an advert for our products or services when you visit some other website.

We may use a third party to provide us with re-marketing services from time to time. If so, then if you have consented to our use of cookies, you may see advertisements for our products and services on other websites.

Disclosure and sharing of your information

18. Information we obtain from third parties

Although we do not disclose your personal information to any third party (except as set out in this notice), we sometimes receive information that is indirectly made up from your personal information from third parties whose services we use. No such information is personally identifiable to you.

19. Third-party advertising on our website

Third parties may advertise on our website. In doing so, those parties, their agents or other companies working for them may use technology that automatically collects information about you when their advertisement is displayed on our website.

They may also use other technology such as cookies or JavaScript to personalize the content of, and to measure the performance of their adverts.

We do not have control over these technologies or the information that these parties obtain. Accordingly, this privacy notice does not cover the information practices of these third parties.

20. Credit reference

To assist in combating fraud, we share information with credit reference agencies, so far as it relates to clients or customers who instruct their credit card issuer to cancel payment to us without having first provided an acceptable reason to us and given us the opportunity to refund their money.

21. Information may be processed outside South Africa

Our websites/mobile applications may be hosted in countries outside of South Africa depending on the need.

We may also use outsourced services in countries outside South Africa from time to time in other aspects of our business.

Accordingly, information obtained within South Africa or any other country could be processed outside South Africa.

Control over your own information

22. Your duty to inform us of changes

It is important that the personal information we hold about you is accurate and current. Please keep us informed if your personal information changes.

23. Access to your personal information

At any time you may review or update personally identifiable information that we hold about you, by signing in to your account on our mobile application.

To obtain a copy of any information that is not provided on our website you should contact us to make that request admin@e-care.co.za

After receiving the request, we will tell you when we expect to provide you with the information, and whether we require any fee for providing it to you.

24. Removal of your information

If you wish us to remove personally identifiable information from our application, you should contact us to make your request.This may limit the service we can provide to you.

25. Verification of your information

When we receive any request to access, edit or delete personal identifiable information we shall first take reasonable steps to verify your identity before granting you access or otherwise taking any action. This is important to safeguard your information.

Other matters

26. Other matters

We do not sell products or provide services for purchase by children, nor do we market to children.If you are under 18, you may use our website/ mobile application services only with consent from a parent or guardian

27. How you can complain

If you are not happy with our privacy policy or if you have any complaint then you should tell us. Email us at admin@E-Care.co.za

If a dispute is not settled, then we hope you will agree to attempt to resolve it by engaging in good faith with us in the process of mediation or arbitration.

28. Retention period for personal data

Except as otherwise mentioned in this privacy notice, we keep your personal information only for as long as required by us:

• To provide you with the services you have requested;
• To comply with other law, including for the period demanded by our tax authorities;
• To support a claim or defence in court.

29. Compliance with the law

Our privacy policy has been compiled so as to comply with the law of every country or legal jurisdiction in which we aim to do business. If you think it fails to satisfy the law of your jurisdiction, we would like to hear from you.

However, ultimately it is your choice as to whether you wish to use our services.

30. Review of this privacy policy

We may update this privacy notice from time to time as necessary. The terms that apply to you are those posted here on our website on the day you use our website. We advise you to print a copy for your records.

If you have any question regarding our privacy policy, please contact us at admin@e-care.co.za