Data Processing Addendum

Master DPA — Caresoft Systems Private Limited  •  Version: [v1.1]  •  Effective: 01/04/2026

This Data Processing Addendum ("DPA") forms part of the agreement (the "Agreement") between Caresoft Systems Private Limited, CIN [ U72900MH2022PTC387875], registered office [311, Mahesh Industrial Estate , Silver Park, Mira Road East , Thane -401107] ("Processor", "Caresoft"), and the customer identified in the Order ("Controller", "you"), and governs Caresoft's processing of Personal Data on your behalf.

1. Definitions

• "Applicable Law" — the Digital Personal Data Protection Act, 2023 and rules; the Information Technology Act, 2000 and the SPDI Rules, 2011; directions issued by CERT-In; and, where relevant, the EU and UK GDPR and the Swiss FADP.
• "Personal Data" — personal data processed by Caresoft on your behalf under the Agreement, as described in Annex A and the applicable product schedule.
• "Controller" / "Data Fiduciary", "Processor" / "Data Processor", "Data Subject" / "Data Principal", "Personal Data Breach" — as defined in Applicable Law. Under the DPDP Act, Controller means Data Fiduciary, Processor means Data Processor, and Data Subject means Data Principal.
• "Sub-processor" — a third party engaged by Caresoft to process Personal Data.
• "SCCs" — the Standard Contractual Clauses approved by European Commission Implementing Decision (EU) 2021/914.
• "Product Schedule" — the relevant section of Annex C.

2. Roles

Where you are yourself a processor for another controller, you warrant that you have authority to appoint Caresoft as sub-processor on these terms, and references to "Controller" apply to you as if you were the controller.

3. Scope and instructions

• Caresoft processes Personal Data only on your documented instructions. The Agreement, this DPA, your configuration of the product, and your support requests together constitute your complete instructions.
• We will inform you if, in our opinion, an instruction infringes Applicable Law, and may decline to act on an instruction that would.
• Processing required by law to which Caresoft is subject is permitted; where legally allowed, we will inform you before doing so. See §13 and §15.
• Details of processing are in Annex A and the applicable Product Schedule.

4. Your obligations

• Establish and maintain a lawful basis for the Personal Data you place in the product.
• Give the notices, and obtain and manage the consents, that Applicable Law requires of you.
• Not place in the product any category of Personal Data outside Annex A and the Product Schedule without our written agreement.
• Configure the product appropriately — retention, access, visibility and any product-specific control identified in the Product Schedule.
• Provision, review at least [quarterly], and revoke user access within [24] hours of a person leaving or changing role. We cannot know when your people change.
• Handle Data Principal requests as Controller (§11).
• Conduct any required data protection impact assessment.
• Notify us immediately of any incident on your side affecting Personal Data or the product (§12).

5. Our obligations

Caresoft will: process only on your instructions; ensure personnel are bound by confidentiality (§7); implement and maintain the measures in Annex B; engage Sub-processors only under §9; assist you under §11, §12 and §22; make available the information and access in §14; and return or delete Personal Data under §16.

6. Our access to your data

• Access is on a least-privilege, minimum-necessary basis, individually authenticated, never through shared accounts, and requires multi-factor authentication.
• Every access is logged with identity, timestamp, record accessed and stated reason. The log is available to you on request.
• We notify you of access made for reasons other than a request you raised, unless legally prohibited.
• Production Personal Data is never copied into development, test, training or demonstration environments. Those use synthetic or irreversibly anonymised data only.
• Caresoft personnel must not download, export, photograph or retain Personal Data on personal devices or accounts.

7. Personnel

• All personnel with potential access are bound by written confidentiality obligations surviving employment, subject to background verification appropriate to the role, and trained on data protection at induction and at least [annually].
• Access is provisioned by role, reviewed at least [quarterly], and revoked within [24] hours of role change or exit.
• We maintain a current list of roles with access to Personal Data and provide it on request.

8. Security measures

Caresoft implements and maintains the technical and organisational measures in Annex B, together with any additional measures in the Product Schedule, appropriate to the risk.

We may update these measures provided the overall level of security is not reduced. Reduction of any measure requires your written agreement. Material changes are notified.

9. Sub-processors

• You give general written authorisation for Caresoft to engage Sub-processors.
• Each is engaged under a written contract imposing obligations materially equivalent to this DPA, including access logging and the localisation requirement in §10.
• Caresoft remains fully liable to you for its Sub-processors' acts and omissions.
• Notice. At least [30] days before a new Sub-processor begins processing Personal Data, by email to your named data protection contact.
• Objection. You may object within [15] days on reasonable, documented data protection grounds. We will propose an alternative; if none is agreed within [30] days, you may terminate the affected scope without penalty and receive a pro-rata refund of prepaid unused fees. That is your sole remedy for an objection.
• Emergency substitution. Where necessary for continuity or security, we may engage a replacement without prior notice and will inform you as soon as practicable.

10. Location and transfers

• Personal Data is stored and processed within India, including production, backups and disaster recovery, unless the Product Schedule states otherwise.
• Caresoft support and engineering access is from India. Access from outside India is not permitted without your prior written consent.
• Transfers outside India are made only where permitted under Section 16 of the DPDP Act and any restriction notified by the Central Government, and only on your written instruction or as stated in the Product Schedule.
• EEA transfers. Where we process Personal Data subject to the GDPR and transfer it outside the EEA without an adequacy decision, the SCCs are incorporated, with Module Two (controller to processor) where you are a controller and Module Three (processor to processor) where you are a processor. Annex A and Annex B populate the corresponding SCC annexes. Clause 7 (docking) applies; Clause 9 option 2 (general authorisation, [30] days' notice) applies; Clause 11 optional redress body does not apply; Clause 17 governing law is the law of [Ireland]; Clause 18 forum is the courts of [Ireland].
• UK transfers. The UK International Data Transfer Addendum applies, with the SCCs as its Approved EU SCCs, Tables 1–3 populated by this DPA and its Annexes, and Table 4 "neither party".
• Swiss transfers. The SCCs apply with references to the GDPR read as references to the Swiss FADP, and the FDPIC as supervisory authority.

11. Data principal requests

• You have direct access to Personal Data in the product and can respond to requests yourself. That is the expected route.
• If we receive a request directly from a Data Principal relating to your Personal Data, we will not respond substantively, will refer them to you, and will inform you within [2] working days unless legally prohibited.
• Where you cannot fulfil a request through the product, we will provide reasonable assistance, at your cost where more than trivial, taking into account what is technically feasible.
• Erasure may be constrained by mandatory retention (§13), by immutable audit trails maintained for evidential and safety reasons, and by records you are separately required to keep. We will identify specifically what cannot be erased and why.

12. Breach notification

• Initial notification is in writing and, for the shorter windows, by phone to your named contact. Information is supplemented as the investigation proceeds.
• Notification will describe: the nature of the breach; categories and approximate numbers of Data Principals and records affected; likely consequences; measures taken and proposed; and a named contact.
• We preserve all evidence and will not alter or delete logs relating to the breach until the investigation is closed.
• You are responsible for notifying the Data Protection Board of India, any other regulator, and affected Data Principals. We provide the information and support required and will not communicate with your Data Principals without your written instruction.
• We provide a written root cause analysis with corrective and preventive actions within [10] working days.
• Notification is not an acknowledgement of fault or liability.
• You must notify us within [6] hours of any breach on your side affecting Personal Data or capable of affecting the product or other customers.

13. Mandatory Indian retention and reporting

• ICT system logs are retained for a minimum of 180 days within India and produced to CERT-In or another lawful authority on demand. These record activity about systems, not the contents of your data.
• Specified cyber incidents must be reported to CERT-In within 6 hours of our becoming aware. You must report qualifying incidents to us immediately.
• System clocks are synchronised to NPL or NIC network time servers.
• Where a product falls within the CERT-In direction on virtual server, cloud or VPN services, validated customer registration records are retained for at least 5 years after termination, as stated in the Product Schedule.

Where an instruction cannot be followed because of these obligations, we will tell you which obligation applies and precisely what is retained.

14. Audit and information

• On request we provide: our security documentation and completed due-diligence questionnaire; penetration test and vulnerability assessment summaries; access logs relating to your data; restore test and DR evidence; the current Sub-processor list; and any certification reports we hold.
• You may audit our processing of your Personal Data once per twelve months, and additionally following a Personal Data Breach or where required by a regulator or accreditation body.
• Audits require [30] days' notice (less following an incident or on regulatory direction), are conducted during business hours, are subject to confidentiality, and must not access other customers' data.
• You may use an independent auditor who is not a competitor of Caresoft and who signs a confidentiality undertaking.
• You bear your own audit costs; we bear ours for the annual audit and for any audit following a breach attributable to us.
• We cannot grant physical access to data centres we do not own. Facility assurance is provided through the hosting provider's published certifications.

15. Government access

If we receive a legally binding request from a public authority for Personal Data we process for you, we will assess its validity, challenge it where there are reasonable grounds, disclose only the minimum required, and notify you promptly unless legally prohibited — in which case we will seek a waiver and notify as soon as the prohibition lapses. Where feasible we will direct the authority to request the data from you directly. We maintain records of such requests to the extent lawful.

16. Return and deletion

• You may export Personal Data at any time during the term.
• On termination, Personal Data remains available for export for the period in your Product Schedule, after which it is deleted.
• Backups are deleted on their normal rotation, within [35] days.
• Deletion is subject to §13 and to records we must retain as Controller. Retained copies remain protected by this DPA and are processed only for the purpose requiring retention.
• Data relating to an open safety, security or fraud investigation is preserved until closure regardless of any deletion instruction.
• On written request we certify deletion once completed.

16.1. Approved Refunds

• Approved refunds go to the original payment method only. If it is closed, we arrange a bank transfer on receipt of verified details.
• Once initiated, funds typically reach you in [5–10] working days for cards and UPI, and [7–14] working days for net banking. Final timing depends on your bank.
• Where you prefer, we can credit your wallet instead — usually immediate.
• We may set off outstanding dues against a refund.

17. Taxes

Refunds include GST originally charged, and a credit note is issued under applicable tax law. Gateway and bank charges deducted at payment are not recoverable. For payments in another currency, the amount received may differ because of exchange-rate movement, and we are not responsible for that difference.

18. Chargebacks

• Where a chargeback is raised, we may suspend the account pending resolution.
• We submit our transaction records, consultation duration and this policy to the bank. We do not submit consultation content unless a court or the law requires it, and we will resist a request for it.
• If decided in our favour we may recover the dispute fee and require settlement before restoring access.
• Repeated or bad-faith chargebacks are grounds for permanent closure and forfeiture of balance.

19. Misuse of refunds

We may decline a refund, withhold a balance pending investigation, or close an account where we reasonably believe there is: repeated claiming after full consultations; multiple accounts claiming free minutes; use of stolen or unauthorised payment instruments; coordinated abuse; or a pattern of claims inconsistent with the platform records.

Where an investigation finds no misuse, the refund is processed and the account restored, with the period of suspension disregarded.

20. Changes and contact

We may update this policy on [15] days' notice in-app or by message. The version in force on the date of your payment governs that payment.

Billing and refunds: [email protected] — acknowledged within [2] working days
Grievance Officer: Rajeev Pillai, [email protected] — acknowledgement within 24 hours, resolution within 15 days
Caresoft Systems Private Limited, 311, Mahesh Industrial Estate , Silver Park, Mira Road East , Thane -401107, CIN [U72900MH2022PTC387875]

Nothing in this policy removes your rights under the Consumer Protection Act, 2019.

21. Secondary use and artificial intelligence

• Aggregated operational metrics (usage counts, error rates, performance) may be used for capacity planning and product improvement only where irreversibly de-identified such that no Data Principal, user or customer can be identified or re-identified.
• Where a product feature uses a third-party AI service, it is disclosed in the Product Schedule, our contract with that provider prohibits training on submitted data, and — where the Product Schedule so states — the feature can be disabled entirely for your account.
• Any proposal to use Personal Data for research, benchmarking, publication or model development requires a separate written agreement and is outside this DPA.

22. Assistance

Taking into account the nature of processing and the information available to us, we will assist you — at your cost where the assistance is more than trivial — with your security obligations, breach notification, data protection impact assessments, and prior consultation with a supervisory authority. Because we do not have visibility into the substance of what you place in the product, much of this assistance takes the form of documentation, configuration information and platform-level records.

23. Liability

Liability under this DPA is subject to the limitations in the Agreement, save that the general cap does not apply to breach of data protection obligations where the Agreement so provides. Caps apply in the aggregate across the Agreement and this DPA, not separately. Nothing limits liability that cannot lawfully be limited, or a Data Principal's rights. Where the SCCs apply, nothing limits any liability that cannot be limited under them.

24. Term, precedence and changes

• This DPA takes effect with the Agreement and continues while Caresoft processes Personal Data for you.
• Precedence: any clinical-safety document identified in the Product Schedule → SCCs where applicable → Product Schedule → this DPA main body → the Agreement → other policies.
• We may update this DPA where required by a change in Applicable Law, a supervisory authority decision, or a change in approved transfer mechanisms, on [30] days' notice. Changes reducing protection require your written agreement.
• If any provision is invalid, it is modified to the minimum extent necessary and the remainder continues.
• Governed by the law of the Agreement, except that the SCCs are governed as stated in §10.
• No signature is required where you accept the Agreement online — this DPA applies automatically. A countersigned copy is available on request.

Execution

Where the Agreement is accepted online, this DPA is incorporated automatically and no signature is required. Customers requiring a countersigned copy may complete the block below and send it to [email protected].