Friennly Privacy Policy

Effective Date: 17-08-2024

Friennly ("we," "our," or "us") is dedicated to protecting the privacy of our users ("you," "your") who use the Friennly app and related services. This Privacy Policy outlines the types of personal data we collect, how we use and protect that data, and your rights regarding your information. By using the Friennly app, you agree to the terms outlined in this Privacy Policy.

BY USING, DOWNLOADING, INSTALLING, OR OTHERWISE ACCESSING THE SERVICES OR ANY MATERIALS INCLUDED IN OR WITH THE SERVICES, YOU HEREBY AGREE TO BE BOUND BY THESE TERMS. YOU ARE NOT PERMITTED TO USE, DOWNLOAD, INSTALL, OR ACCESS THE SERVICES IN ANY OTHER WAY IF YOU DO NOT AGREE TO THE TERMS STATED ABOVE.

1. Introduction

Friennly provides a mental health support platform that connects users with trained listeners ("Frienns") for confidential conversations. This Privacy Policy details how we collect, use, and share your personal information when you use our services, ensuring compliance with applicable laws and regulations.

1.1 Not Medical Advice

When using the Services, you understand and agree that they are essentially a personalized listening and self-help system created to assist you in addressing anxiety issues and improving your own mental health and well-being. If you choose to use the Services, you are in charge of selecting which of the suggested techniques you use and how to use them. As such, you acknowledge that Friennly is not a healthcare provider, and does not provide you with any medical advice.

You acknowledge and agree that Listeners (Frienns) are neither employees nor agents nor representatives of Friennly, and Friennly assumes no responsibility for any act or omission of any such Listener.

The Services are solely meant to be used for general informational purposes. No advice or other materials are offered. They are not meant to be a source of complete trust or a replacement for medical advice from an expert depending on your particular situation. These and other materials are meant to supplement, not to replace, the connection that you have with your healthcare providers. Any action you take as a result of listening to or reading about such advice or other materials is not our responsibility or liability. To the greatest degree legally permissible, in particular, we make no representations or warranties regarding the advice or other materials and information provided on or through the services.

2. Information We Collect

We collect both mandatory and optional information from users to provide and enhance our services. The data collected is categorized as follows:

2.1 Mandatory Information

Your interactions with our Experts may allow us to obtain your Personal Information, and you hereby consent to the same. You hereby provide consent to Friennly for sharing of any marketing material, updates or any other company related information through the provided personal information.

The following data is required to ensure the integrity of our platform and to prevent the creation of spam or fraudulent accounts:

• Mobile Number (optional), Email ID: Used for account verification and spam prevention. This information is not visible to listeners or other users.
• Username: Users can choose any name to remain anonymous. Only the chosen username will be visible to the listener during interactions.
• Gender, Occupation, Relationship Status: These details are used to verify the authenticity of the user. This information is visible to the listeners with whom the user interacts while availing the services. This information is used by the listeners to understand the user behaviour and cater to their needs in the best possible way.

2.2 Optional Information

We may collect your Information through your interactions with our Experts and you hereby consent to the same.

Users can choose to provide the following information, which will be shared with the listener to facilitate better support:

• Current Mental Space: Information about what is occupying the user's thoughts at the moment.
• Past Professional Help: Whether the user has previously sought professional mental health support.
• Medication Status: Information about any current medications the user is taking.
• Discussion Topics: Selected topics for discussion, such as Relationship Issues, Loneliness, Work Stress, etc.
• Mood Rating: The user’s self-reported mood on a scale of 1 to 5.

Users can also choose to provide feedback and issue details if faced with any issues:

• Session Feedback: Feedback provided by the user regarding their session experience.
• Support Issue Details: Information provided when users encounter issues, which may automatically generate a support ticket.

3. How We Use Your Information

The data collected is used for the following purposes:

• Account Verification: To verify that users are genuine and to prevent spam or fraudulent accounts.
• Service Provision: To facilitate meaningful and effective conversations between users and listeners.
• Personalization: To tailor the user experience based on the provided information.
• Support and Improvement: To address user issues and enhance the quality of our services.
• Communication: To send notifications, updates, and other relevant information about the service.

4. Legal Basis for Processing Your Information

We process your personal data based on the following legal grounds:

• Consent: By providing us with your personal information, you consent to our processing it for the purposes outlined in this Privacy Policy.
• Contractual Necessity: Processing is necessary to fulfill the terms of service between you and Friennly.
• Legitimate Interests: We may process your data for our legitimate interests, such as improving our services, provided that these interests do not override your rights and freedoms.
• Compliance with Legal Obligations: We may process your data to comply with applicable legal obligations.

5. How We Share Your Information

Friennly is committed to maintaining your privacy. Your personal information is never rented or sold to outside parties by us. However, in the following situations, we might disclose your information:

• With Listeners (Frienns): Only the optional data provided by users (e.g., discussion topics, mood rating, gender, occupation, and relationship status) is shared with listeners to help them provide better support. Mandatory data such as your mobile number, and email ID, are not shared with listeners.
• Service Providers: We might disclose your information to outside service providers, like cloud hosting companies, payment processors, and analytics companies, who help us run our services. These service providers are prohibited from using your data for other purposes and are subject to confidentiality restrictions.
• Legal Compliance: We may disclose your information if required by law or in response to legal requests, such as court orders, or governmental regulations.
• Business Transfers: In the event of a merger, acquisition, or sale of all or a portion of our assets, your data may be transferred to the new owner, subject to the same privacy protections.

6. Data Security

We implement industry-standard security measures to protect your personal data from unauthorized access, disclosure, alteration, or destruction. These precautions consist of frequent security audits, access limits, and encryption. We cannot, however, guarantee absolute safety because there is no totally safe way to transmit data over the internet or store electronic data.

7. Data Retention

We retain your personal data on file for as long as it takes us to fulfill our commitments under the law, handle disputes, and carry out our services. Once your data is no longer needed for these purposes, we will securely delete or completely anonymize it.

7.1 Why do we retain your data?

Subject to applicable law, all information (and copies thereof) processed by Friennly, including without limitation Personal Information, User Data, and other information related to your access to the Application and use of the Services, may be retained by Friennly at least for a period of 2 years from the date of disclosure by you, for purposes such as compliance with statutory or legal obligations, tax laws and potential evidentiary purposes in accordance with applicable law and for other reasonable purposes such as to implement, administer, and manage your access and use of our Services, or resolution of any disputes.

8. Your Rights

You have the following rights regarding your personal data:

• Access: You can request access to your personal data held by Friennly.
• Correction: You can request the correction of inaccurate or incomplete information.
• Deletion: You can request the deletion of your personal data, subject to certain legal obligations.
• Objection: You can object to the processing of your personal data in certain circumstances.
• Data Portability: You can request a copy of your data in a structured, machine-readable format.

To exercise these rights, please contact us at team@friennly.in. We will respond to your request within a reasonable timeframe, and in accordance with applicable laws.

9. How do we collect, protect and share information you provide during a session?

By using our chat-based service, you consent to the collection, storage, and use of your conversations or sessions with listeners for research and development purposes. This data will be used to improve our services, enhance user experience, and develop new features. We take your privacy seriously, and any data used for research will be anonymized and aggregated to ensure that it cannot be traced back to you personally.

In order to provide Services through the Application, you hereby consent to Friennly processing (including disclosure and transfer in the manner set out in this Privacy Policy) any information shared by you during personal consultation with Experts "Consultation Information".

All Consultation Information processed by Friennly is accessible only to Listeners, authorized personnel, specific employees, relevant agents, service providers, third-parties (including any contractors) of Friennly on a strictly need-to-know basis and only if they require such information to provide Services.

Your Consultation Information shall not be disclosed or shared by Friennly, its employees, its agents or any third-party contractors, including Listeners with any third party, either orally or in writing.

We might disclose your Personal Information and Consultation Information to third parties under the following restricted situations:

• If Friennly believes that there is a significant/ real/ imminent threat or risk to your health, safety or life or to the health, safety or life of any other person or the public.
• If Friennly is required to share such Personal Information and Consultation Information to any authority by law, for compliance with legal obligations, or where the employer or other party enabling you access to our Services requires such information to respond to inquiries/requests from regulators or other government authorities/agencies.

10. Children’s Privacy

Friennly is not intended for use by individuals under the age of 18. We do not knowingly collect personal data from children. If we become aware that a child under 18 has provided us with personal data, we will take steps to delete such information.

11. International Data Transfers

Friennly operates globally, and your personal data may be transferred to, stored, or processed in India. We take appropriate measures to ensure that your data is protected in accordance with this Privacy Policy, regardless of where it is processed. Transfers of personal data between different jurisdictions will be conducted in compliance with relevant data protection laws.

12. Cookies and Tracking Technologies

We may use cookies and similar tracking technologies to enhance your experience on the Friennly app. Cookies are small data files stored on your device that allow us to recognize your preferences and tailor our services accordingly. You can manage or disable cookies through your browser settings, but please note that some features of the app may not function properly if cookies are disabled.

13. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, legal requirements, or operational needs. When we make significant changes, we will notify you by posting the updated policy on our app and updating the "Effective Date" at the top of this policy. Your continued use of the Friennly app after such changes signifies your acceptance of the updated Privacy Policy.

14. Governing Law

This Privacy Policy is governed by and construed in accordance with the laws of the Republic of India. Any disputes arising from this Privacy Policy shall be subject to the exclusive jurisdiction of the courts in Bangalore, Karnataka, India.

15. Contact Us

If you have any questions, concerns, or requests regarding this Privacy Policy or how your data is handled, please contact us at:

Friennly Support Team
team@friennly.in