Privacy Policy

Key definitions and terms

Company” refers to Metacog Health Private Limited and includes the terms “Metacog“, “Mitsu“,” Mitsu.care”, “we“, “us“, “our” or similar terminology in reference to the Company as the provider of Services.

Personal Information” refers to any information that can identify a User, such as name, address, email, phone number, date of birth, government-issued ID numbers, and other similar information collected by the Company in connection with the provision of Services.

Services” refers to any information made available by Metacog, on its websites, and includes without limitation the self-help program offered through the mobile application (“Mitsu App”, “App”, “Program” or similar terminology) or such other products we make available.

Therapist” refers to a trained mental health professional, viz., Clinical Psychologist/Counselling Psychologist, employed by the Company in relation to the Services under Mitsu App to the Users.

User” refers to any person who accesses or uses the Services, regardless of whether they have created a user account, and includes the terms “you” or “your”” or similar terminology in reference to the User as the recipient of Services.

Website” shall mean the website https://mitsu.care.

We respect your privacy and are committed to protecting your personal information. This Privacy Policy explains how we collect, use, and disclose Personal Information from Users of the Services on the Mitsu App. By downloading and using the Mitsu App, you agree to the collection, use, and disclosure of your Personal Information in accordance with this Privacy Policy. This Privacy Policy is applicable to all Users of the Mitsu App.

When do we collect personal information, what kind of information is collected, and how is it used?

We may collect information that you provide to us when you download and use the Mitsu App. We may also collect non-personal information such as your device type, operating system, and usage data related to the App.

Types of Personal Information collected directly from the User on the Mitsu App:
The following Personal Information is collected to ensure the quality and safety of the Services we provide and to personalize your experience.

  1. Personal information:

    While using the Mitsu App, we may ask you to provide us with certain personally identifiable information that can be used to contact or identify you. Personally identifiable information may include, but is not limited to:

    • Name, email ID, and phone number.
    • Self check-in questionnaire filled out by the User that includes information on city, date of birth, relationship status, education, occupation, and gender identity.
  2. Health-related information:

    Health-related information is collected when:

    • Self check-in questionnaire is filled out by the User.
    • User participates in intake call with Mitsu’s in-house therapist or in any other calls with Mitsu’s therapist subsequently during the program.
    • User provides in-App inputs and responses to activities and lessons.
    • User messages Mitsu’s in-house therapists using the in-App messaging feature.
    • User communicates with Mitsu via any other channel, including but not limited to email or phone; any information provided in such communication will be collected, including feedback, complaints, and grievances.

    Health-related information that may be shared by the User includes:

    • Self-reported symptoms of worry, anxiety, low moods, sadness, depression, stress, or other signs of emotional and /or psychological distress along with their severity and frequency.
    • Information about any pre-existing medical conditions and whether the user is undergoing any medical treatment currently or has taken it in the past.
    • Information regarding specific goals, expectations, and what the User wants to achieve from the Mitsu program.
    • General information about your mental and physical well-being.

    Information we collect as you access and use our Services, or Derivative Information:

    The information our servers automatically collect when you access and/or while using the Mitsu App includes, but is not limited to, the following data:

    • General information about your mental and physical well-being.
    • The software used in the System may also collect milestone data (e.g., the number of lessons and activities you complete).
Use of Information
  1. Personal information:
    • To provide you with any information that you request from us.
    • To communicate with you; you may make changes to the format and frequency of these reminders or cancel these reminders and/or notifications by logging into your Mitsu account in the App, and/or by accessing the native notification settings on your mobile device when using the App, and/or by utilising the unsubscribe function included in an email to you.
    • To notify you about changes to the Mitsu app.
    • To enable us to issue a notice or administrative or corrective action to you in relation to the System, if required.
    • To provide you with further information, products and services, and newsletters.
    • To better understand the needs and interests of our users and use this information to further improve our product and services.
    • To run statistical research and analysis at an aggregate level and draw inferences and insights .
    • To comply with applicable legal requirements, industry standards, and our own policies; and
    • To protect the System, our intellectual property rights, and other rights.
  2. Health-related information:
    • To provide you with a personalised program for managing your stress, anxious and/or depressive feelings and to support the delivery of that program.
    • To determine eligibility, i.e., whether the program is fit for you.
    • To ensure the safety and efficacy of our Systems.
    • To report to you any changes/improvements in your self-reported symptoms during the program and progress against your personal goals; and
    • To run statistical research and analysis, publish outcomes on Program efficacy and effectiveness, and draw inferences and insights. These analyses are carried out at an aggregate level and no personally identifiable information of Users is disclosed.
  3. Derivative information:
    • To operate and improve the Mitsu Application, including through internal analytics and reporting, to help us understand how you use the App, so that we can present content in the best manner.
    • To provide you with customer support for System administration, to tailor your experience, to report aggregate information internally, and to assist communication (e.g., push notifications).
    • To comply with applicable legal requirements, industry standards, and our own policies; and
    • To protect the System, our intellectual property rights, and other rights.
Confidentiality:

During the course of availing the Services, the Mitsu App does not record your audio-video or telephonic calls with our therapists, and we do not store a copy of the call or its transcripts on our servers.

Cookies:

We use “cookies” to collect information about you and your activity across Mitsu’s website and/or Mitsu App. This helps us serve you content based on the preferences you have specified. You may choose to disable cookies from your device. If you disable cookies, you may still use the site, but you may not be able to use some features of the Services.

Disclosure of Information:
  1. We will not disclose your personal information to third parties without your consent, except as necessary to provide you with the services of our program by Mitsu App or as required by law.
  2. We may also use and disclose Personal Data about you when necessary to prevent a serious threat to your health and safety or the health and safety of the public or another person. However, any disclosure would only be made to a person who could aid in preventing the threat.
  3. Mitsu does not sell or trade your personal information to third party service providers. However, we may use third-party service providers in connection with the Mitsu app. Examples of third-party service providers include but are not limited to server hosting and email delivery providers, business associates, software analytics vendors, and other reputable companies in the industry who subcontract to us. We may disclose Personal Data about you to our third-party service providers so that they can perform the services. To safeguard your Personal Data and limit the Personal Data we require, we will use your Personal Data only for purposes of providing the services and for no other purpose.
Data Storage and Data Retention
  1. Personal information is stored in encrypted form on secure servers, which are owned and operated by Amazon Web Services (AWS). AWS is the industry leader in the provision of hosting services.
  2. We will retain your personal information for as long as necessary to provide our services to you and as long as required by law.
Password Protecting Your Device
  1. Mitsu App requires you to set up an M-pin to secure access to the Mitsu App. You will be asked to enter your M-pin every time you want to access the App. This M-pin can be reset by you at any time by using a one-time password (OTP) based authentication via SMS.
  2. This allows you to protect your work and information on the Mitsu App, in addition to the access control provided by your mobile device.
  3. You are responsible for maintaining the confidentiality of any passwords and are fully responsible and/or liable for all activities that occur under your password and username, whether by you or by anyone else using your identity.
Policy and Communication
  1. We reserve the right to modify or update this Privacy Policy at any time without prior notice. We encourage you to review this Policy periodically to stay informed about how we are protecting your personal information.
  2. Please note that we are not obligated to inform you of every change made to this Privacy Policy. We will make reasonable efforts to notify you of any significant changes by email or by posting a notice on our website and App.
  3. Your continued use of the Mitsu App / Mitsu’s website after any modifications or updates to this Privacy Policy constitutes your acceptance of such changes.
User Rights

You have the right to access and correct the Personal Information that we hold. You also have the right to request that we restrict the processing of your Personal Information in certain circumstances, subject to certain exceptions determined by our sole discretion.

Governing Law and Dispute Resolution

This Privacy Policy will be governed by and construed in accordance with the laws of India. Any disputes arising out of or relating to this Privacy Policy and/or Program will be resolved through binding arbitration in accordance with the Arbitration and Conciliation Act, 1996. The seat and venue of arbitration shall be in Mumbai.

Contact Us

If you have any questions about this Privacy Policy or our privacy practices, please contact us at hello@mitsu.care