Privacy Policy

1.1 REFUNDS

Your privacy matters to Solution Hub(as the Company we“GoAid”,or us). This Privacy Policy explains how we collect, process, use, share and protect information about you. It also tells you how you can access and update your information and make certain choices about how your information is used.

The Privacy Policy covers both “online” (e.g., web and mobile services, including any websites operated by us such as www.GoAid.in or Mobile Application, however accessed and/or used, whether via personal computers, mobile devices or otherwise) and “offline” (e.g., collection of data through postal mails, telephone, or in person) activities owned, operated, provided, or made available by the Company. Our “online” and “offline” activities, in relation to facilitation of transportation services through a network of third party Ambulance Service Providers (ASPs) and/or drivers are collectively referenced as the “Services”. This Privacy Policy also applies to your use of interactive features or downloads that: (i) we own or control; or (ii) are available through the Services.

BY CLICKING ON THE ‘DONE’ BUTTON WHILE SIGNING UP WITH US YOU HAVE CATEGORICALLY AGREED TO OUR CUSTOMER TERMS AND CONDITIONS AND TO THE TERMS OF THIS PRIVACY POLICY. YOU ARE ADVISED TO CAREFULLY PERUSE THE CONTENTS OUR PRIVACY POLICY AS SET HEREINBELOW. IF YOU DO NOT AGREE TO THIS PRIVACY POLICY, YOU ARE REFRAINED FROM ACCESSING OUR SERVICES/MOBILE APPLICATION. THIS PRIVACY POLICY IS INCORPORATED BY REFERENCE INTO THE CUSTOMER TERMS AND CONDITIONS.

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1. DEFINITIONS

Unless otherwise provided in this Privacy Policy, the terms capitalized in the Privacy Policy shall have the meaning as provided hereunder and as defined within the Terms and Conditions:

• “Co-branded Services” shall have the meaning assigned to the term in paragraph 7(c) here to.
• “Device” shall mean computer, mobile or other device used to access the Services.
• “Device Identifier” shall mean IP address or other unique identifier for the Device.
• “Mobile Application” shall mean the GoAid application provided by us on the Device to access the Services.
• “Mobile Device Information” shall have the meaning assigned to the term in paragraph 2(d)(ii) here to.
• “Promotion” shall mean any contest and other promotions offered by us.
• “Protected Information” shall mean such categories of information that could reasonably be used to identify you personally, including your name, e-mail address, and mobile number.
• “TPSP” shall mean a third party service provider.
• “Usage Information” shall have the meaning assigned to the term in paragraph 3 hereto.

2. WHAT INFORMATION DO WE COLLECT?

INFORMATION YOU PROVIDE TO US

We may ask you to provide us with certain Protected Information. We may collect this information through various means and in various places through the Services, including account registration forms, contact us forms, or when you otherwise interact with us. When you sign up to use the Services, you create a user profile. We shall ask you to provide only such Protected Information which is for lawful purpose connected with our Services and necessary to be collected by us for such purpose.

The current data fields that might be requested for are:

• Name
• Mobile phone Number
• Email
• Address
• Zip Code
• Password

3. INFORMATION WE COLLECT AS YOU ACCESS AND USE OUR SERVICES

• In addition to any Protected Information or other information that you choose to submit to us, we and our TPSP may use a variety of technologies that automatically (or passively) collect/store certain information whenever you visit or interact with the Services (“Usage Information”). This Usage Information may include the browser that you are using, the URL that referred you to our Services, all of the areas within our Services that you visit, and the time of day, among other information. In addition, we collect your Device Identifier for your Device. A Device Identifier is a number that is automatically assigned to your Device used to access the Services, and our computers identify your Device by its Device Identifier.
• In case of booking via call center, GoAid may record calls for quality and training purposes.
• In addition, tracking information is collected as you navigate through our Services, including, but not limited to geographic areas. The driver’s mobile phone will send your GPS coordinates, during the ride, to our servers.
• Usage Information: may be collected using a cookie. If you do not want information to be collected through the use of cookies, your browser allows you to deny or accept the use of cookies. Cookies can be disabled or controlled by setting a preference within your web browser or on your Device. If you choose to disable cookies or flash cookies on your Device, some features of the Services may not function properly or may not be able to customize the delivery of information to you. The Company cannot control the use of cookies (or the resulting information) by third parties, and use of third party cookies is not covered by our Privacy Policy.
• In addition, You are to provide us information about the purpose/intent of accessing our Services. We provide options for Advance Life Support (‘ALS’), Basic Life Support (‘BLS’), Patient Transport and Mortuary on our Mobile Application and Website. You are you choose the most appropriate option from our Mobile Application and/or Website depending on your Need.

4. INFORMATION THIRD PARTIES PROVIDE ABOUT YOU

We may, from time to time, supplement the information we collect about you through our Website or Mobile Application or Services with outside records from third parties.

5. INFORMATION COLLECTED BY MOBILE APPLICATIONS

1. Your preferred language and country site (if applicable)
2. The manufacturer and model of your mobile device
3. Your mobile operating system
4. The type of mobile internet browsers you are using
5. Your Geo location

• Our Services are primarily provided through the Mobile Application. We may collect and use technical data and related information, including but not limited to, technical information about your device, system and application software, and peripherals, that is gathered periodically to facilitate the provision of software updates, product support and other services to you (if any) related to such Mobile Applications.
• When you use any of our Mobile Applications, the Mobile Application may automatically collect and store some or all of the following information from your mobile device (“Mobile Device Information”), in addition to the Device Information, including without limitation
• Information about how you interact with the Mobile Application and any of our web sites to which the Mobile Application links, such as how many times you use a specific part of the Mobile Application over a given time period, the amount of time you spend using the Mobile Application, how often you use the Mobile Application, actions you take in the Mobile Application and how you engage with the Mobile Application
• Information to allow us to personalize the services and content available through the Mobile Application. The GoAid Mobile Application allows you to choose the purpose/intent of availing our Services. You can choose the kind of ambulance that you require depending on your medical emergency. The GoAid Mobile Application provides 4 options to choose from – Advance Life Support (‘ALS’), Basic Life Support (‘BLS’), Patient Transport and Mortuary. The same can be chosen from the Mobile Application.
• We do not collect any confidential medical/personal information that may be required to be protected under any Applicable Laws. We, however, may ask you to provide the relevant medical information for which you may require an ambulance in order to serve you better. As already mentioned hereinabove providing the said relevant medical information is not compulsory. You are therefore advised to not share any such confidential medical/personal information on Our Application/Website/Mobile Application or with any Ambulance Service Provider or the Drivers of such Ambulances. You understand the repercussions and take full responsibility in the event any such confidential medical/personal information is leaked/made available. GoAid shall in no event be held liable for such information being made available.
• We understand that under several Applicable Laws, the identity of any patient may be required to be protected and should not be divulged. Since under this Privacy Policy, we collect/store your personal information, we undertake to comply with any such Applicable Laws to the best of our ability. However, We shall in no event be liable for any personal information that may have been stored during transit with any third party service provider.There could also be a possibility that the person booking an Ambulance via GoAid may not be the person availing the service, in such cases GoAid takes no responsibility if any information of confidential nature is misused or divulged internally or through the ASP/TPSP.

6. USE OF INFORMATION COLLECTED

• Our primary goal in collecting your information is to provide you with an enhanced experience when using the Services. We use your information to closely monitor which features of the Services are used most, to allow you to view your trip history, rate trips, and to determine which features we need to focus on improving, including usage patterns and geographic locations to determine where we should offer or focus services, features and/or resources.
• Based upon the Protected Information you provide us when registering for an account, we will send you a welcoming email to verify your username and password.
• We use the information collected from our Mobile Application so that we are able to serve you the correct app version depending on your device type, for troubleshooting and in some cases, marketing purposes.
• We use your Internet Protocol (IP) address to help diagnose problems with our computer server, and to administer our web site(s). Your IP address is used to help identify you, but contains no personal information about you
• We will send you strictly service-related announcements on rare occasions when it is necessary to do so. For instance, if our Services are temporarily suspended for maintenance, we might send you an email. If you do not wish to receive them, you have the option to deactivate your account.
• We may use the information obtained from you to prevent, discover and investigate violations of this Privacy Policy or any applicable terms of service or terms of use for the Mobile Application, and to investigate fraud, chargeback or other matters.
• We provide some of your Protected Information (such as your name, pick up address, contact number) to the driver who accepts your request for transportation so that the driver may contact and find you. The ASPs are also able to access your Protected Information, including your geo-location data. We provide Your choice of Ambulance Kind and you preferred time of travel (that could include immediate travel or a specified time for travelling later) that you choose from our Mobile Application/Website to the ASP in order to provide you with the most favorable option available.
• We use that geo-location information for various purposes, including for you to be able to view the drivers in your area that are close to your location, for you to set your pick up location, for the drivers to identify the pick-up location, to send you promotions and offers, and to allow you (if you choose through any features we may provide) to share this information with other people.
• In addition, we may use your Protected Information or Usage Information that we collect about you:

1. to provide you with information or services or process transactions that you have requested or agreed to receive including to send you electronic newsletters, or to provide you with special offers or promotional materials on behalf of us or third parties;
2. to enable you to participate in a variety of the Services’ features such as online or mobile entry sweepstakes, contests or other promotions;
3. to contact you with regard to your use of the Services and, in our discretion, changes to the Services and/or the Services’ policies;
4. for internal business purposes;
5. for inclusion in our data analytics; and
6. for purposes disclosed at the time you provide your information or as otherwise set forth in this Privacy Policy.

• We may use the information collected from you for targeted advertising. This involves using information collected on an individual’s web or mobile browsing behavior such as the pages they have visited or the searches they have made. This information is then used to select which advertisements should be displayed to a particular individual on websites other than our web site(s). The information collected is only linked to an anonymous cookie ID (alphanumeric number); it does not include any information that could be linked back to a particular person, such as their name, address or credit card number.

7. HOW AND WHEN DO WE DISCLOSE INFORMATION TO THIRD PARTIES

We do not sell, share, rent or trade the information we have collected about you, other than as disclosed within this Privacy Policy or at the time you provide your information. Following are the situations when information may be shared:

(a) WHEN YOU AGREE TO RECEIVE INFORMATION FROM THIRD PARTIES.

You may be presented with an opportunity to receive information and/or marketing offers directly from third parties. If you do agree to have your Protected Information shared, your Protected Information will be disclosed to such third parties and all information you disclose will be subject to the privacy policy and practices of such third parties. GoAid will not be responsible for the privacy policies and practices of such third parties and, therefore, you should review the privacy policies and practices of such third parties prior to agreeing to receive such information from them. If you later decide that you no longer want to receive communication from a third party, you will need to contact that third party directly.

(b) CO-BRANDED SERVICES.

Certain aspects of the Services may be provided to you in association with third parties (“Co-Branded Services”) such as sponsors and charities, and may require you to disclose Protected Information to them. Such Co-Branded Services will identify the third party. If you elect to register for products and/or services through the Co-Branded Services, you shall have deemed to consent to providing your information to both – the third party and us. Further, if you sign-in to a Co-Branded Service with a username and password obtained through our Services, your Protected Information may be disclosed to the identified third parties for that Co-Branded Service and will be subject to their posted privacy policies.

(c) CONTESTS AND PROMOTIONS

We may offer Promotions through the Services that may require registration. By participating in a Promotion, you are agreeing to official rules that govern that Promotion, which may contain specific requirements of you, including, allowing the sponsor of the Promotion to use your name, voice and/or likeness in advertising or marketing associated with the Promotion. If you choose to enter a Promotion, you agree that your Protected Information may be disclosed to third parties or the public in connection with the administration of such Promotion, including, in connection with winner selection, prize fulfillment, and as required by law or permitted by the Promotion’s official rules, such as on a winners list.

(d) ADMINISTRATIVE AND LEGAL REASONS

We cooperate with Government and law enforcement officials and private parties to enforce and comply with the law. Thus, we may access, use, preserve, transfer and disclose your information (including Protected Information, IP address, Device Information or geo-location data), to Government or law enforcement officials or private parties as we reasonably determine is necessary and appropriate:

1. 1. to satisfy any applicable law, regulation, subpoenas, Governmental requests or legal process;
   2. to protect and/or defend the Terms and Conditions for online and mobile Services or other policies applicable to any online and mobile Services, including investigation of potential violations thereof;
   3. to protect the safety, rights, property or security of the Company, our Services or any third party;
   4. to protect the safety of the public for any reason;
   5. to detect, prevent or otherwise address fraud, security or technical issues; and /or
   6. to prevent or stop activity we may consider to be, or to pose a risk of being, an illegal, unethical, or legally actionable activity.

(e) WHEN YOU SHARE INFORMATION

Protected Information may be collected and shared with third-parties if there is content from the Mobile Application that you specifically and knowingly upload to, share with or transmit to an email recipient, online community, website, or to the public, e.g. uploaded photos, posted reviews or comments, or information about you or your ride that you choose to share with others through features which may be provided on our Services. This uploaded, shared or transmitted content will also be subject to the privacy policy of the email, online community website, social media or other platform to which you upload, share or transmit the content.

(f) BUSINESS TRANSFER

We may share your information, including your Protected Information and Usage Information with our parent, subsidiaries and affiliates for internal reasons. We also reserve the right to disclose and transfer all such information:

1. to a subsequent owner, co-owner or operator of the Services or applicable database; or
2. in connection with a corporate merger, consolidation, restructuring, the sale of substantially all of our membership interests and/or assets or other corporate change, including, during the course of any due diligence process.

8. THIRD PARTY CONTENT AND LINKS TO THIRD PARTY SERVICES

The Services may contain content that is supplied by a third party, and those third parties may collect website usage information and your Device Identifier when web pages from any online or mobile Services are served to your browser. In addition, when you are using the Services, you may be directed to other sites or applications that are operated and controlled by third parties that we do not control. We are not responsible for the privacy practices employed by any of these third parties. For example, if you click on a banner advertisement, the click may take you away from one of our websites onto a different web site. These other web sites may send their own cookies to you, independently collect data or solicit Protected Information and may or may not have their own published privacy policies. We encourage you to note when you leave our Services and to read the privacy statements of all third party web sites or applications before submitting any Protected Information to third parties.

9. SOCIAL MEDIA FEATURES AND WIDGETS

Our online and mobile Services may include social media features, such as the Facebook Like button, and widgets such as a “Share This” button, or interactive mini-programs that run on our online and mobile Services. These features may collect your IP address, photograph, which page you are visiting on our online or mobile Services, and may set a cookie to enable the feature to function properly. Social media features and widgets are either hosted by a third party or hosted directly on our online Services. Your interactions with these features and widgets are governed by the privacy policy of the company providing them.

10. INFORMATION COLLECTED BY DRIVERS

This Privacy Policy shall not cover the usage of any information about you which is obtained by the driver or the company to which the driver belongs, while providing you a ride on a Ambulance booked using the Services, or otherwise, which is not provided by us.

11. AMBULANCE IS NOT A TAXI!

GoAid Ambulance Service strictly adheres to the guidelines set by the Indian government, which clearly state that “AMBULANCES IN INDIA CANNOT BE USED AS TAXI.” Our ambulance services are exclusively meant for medical emergencies and the safe, timely transport of patients requiring urgent care. An ambulance is a life-saving vehicle designed to handle critical situations—not a substitute for regular transport options. Ambulances cannot be used to transport family members alone, without the patient. Accompanying family members may travel along with the patient only when space allows and if it doesn’t interfere with the patient’s medical needs. The misuse of an ambulance as a taxi for personal or non-medical transport is not only illegal but also delays availability for genuine medical emergencies. Any such misuse may result in denial of service or legal action.

By adding to it, GoAid does not provide return transport services for patients or their relatives once the treatment or hospitalization is completed. Once a patient has recovered and no longer requires immediate medical attention, using an ambulance for transportation is no longer justified under emergency medical use. According to medical transport protocols and Indian law, this is considered non-medical transportation, which is not a valid use of emergency ambulance services. Ambulances are critical resources meant only for those who require urgent medical intervention and rapid access to healthcare facilities. Using them for non-essential trips compromises the readiness and availability of ambulances for real emergencies. At GoAid, our mission is to ensure timely and life-saving services to people in need, and we urge all users to respect the intended use of ambulances.

Please understand that our services are designed to save lives, not to serve as an alternative to taxis or personal vehicles. Your cooperation helps us respond faster to those in genuine need.

12. NOTE ON FARE ESTIMATES

Ambulance fares shown on our website are approximate and not fixed. These charges may vary depending on factors such as distance, type of ambulance, traffic conditions, time of day, and the nature of the medical emergency. GoAid reserves the right to revise, update, or adjust these charges at any time without prior notice, in accordance with operational needs, fuel prices, tolls, and regulatory changes.

For interstate ambulance services, GoAid follows a round-trip billing policy. This means that when a booking is made for an ambulance to travel from one state to another, the total fare will include both the onward journey (patient transfer) and the return journey (empty backhaul) of the ambulance. For example, if an ambulance is booked from Jaipur to Mumbai, the billing will cover the Jaipur to Mumbai to Jaipur route. This is necessary as the ambulance, after completing the patient drop, has to return to its base location, incurring operational costs such as fuel, toll, driver hours, and vehicle wear and tear.

Please note that this round-trip fare does not include any return transfer for the patient or their family members after recovery. Once the medical service is rendered, any return transport requirement falls under non-medical travel, which is not the responsibility of GoAid. We are committed to offering fair and transparent pricing, while also ensuring that our ambulances remain available and ready for genuine emergencies.

13. REFUND POLICY FOR “FREE AMBULANCE FOR PREGNANT WOMEN”

At GoAid Ambulance Service, we proudly support gender equality and women empowerment. As part of our special initiative, we offer a 100% refund on ambulance fare for pregnant women who deliver a girl child in the hospital where they were dropped off by a GoAid ambulance. This refund policy is designed to encourage and celebrate the birth of girl children in India.

To be eligible for the refund, the following conditions must be met:

• The pregnant woman must have used GoAid’s ambulance service for hospital transfer.
• She must submit the valid booking receipt of the ambulance.
• The delivery of the girl child must take place in the same hospital where the ambulance dropped her.
• She must submit a valid hospital-issued birth certificate or confirmation document stating the birth of a girl child in that hospital.

Refunds will not be provided in the following circumstances:

• If the GoAid ambulance was not used for hospital transfer.
• If the girl child was not delivered.
• If the delivery occurred at a different hospital than where the ambulance dropped the mother.
• If required documents or birth proof are not submitted.

GoAid reserves the right to reject refund requests in cases of suspected fraud or malpractice. This includes but is not limited to, providing false documents or manipulating information to claim refunds dishonestly. We are committed to ensuring transparency and fairness in all refund processes.

14. CHANGE OF INFORMATION AND CANCELLATION OF ACCOUNT

(a) You are responsible for maintaining the accuracy of the information you submit to us, such as your contact information provided as part of account registration. If your Protected Information changes, or if you no longer desire our Services, you may correct, delete inaccuracies, or amend information by making the change on our member information page or by contacting us through through email address mentioned on our website or Mobile Application. We will make good faith efforts to make requested changes in our then active databases as soon as reasonably practicable

(b) You may also cancel or modify your communications that you have elected to receive from the Services by following the instructions contained within an e-mail or by logging into your user account and changing your communication preferences.

(c) If upon modifying or changing the information earlier provided to Us, we find it difficult to permit access to our Services to you due to insufficiency/ inaccuracy of the information, we may, in our sole discretion terminate your access to the Services by providing you a written notice to this effect on your registered email id.

(d) If you wish to cancel your account or request that we no longer use your information to provide you services, contact us through through email address mentioned on the trip bill received. We will retain your Protected Information and Usage Information (including geo-location) for as long as your account with the Services is active and as needed to provide you services. Even after your account is terminated, we will retain your Protected Information and Usage Information (including geo-location, trip history, and transaction history) as needed to comply with our legal and regulatory obligations, resolve disputes, conclude any activities related to cancellation of an account, investigate or prevent fraud and other inappropriate activity, to enforce our agreements, and for other business reason. After a period of time, your data may be anonym zed and aggregated, and then may be held by us as long as necessary for us to provide our Services effectively, but our use of the anonymized data will be solely for analytic purposes.

15. SECURITY

The Protected Information and Usage Information we collect is securely stored within our databases, and we use standard, industry-wide, commercially reasonable security practices such as encryption, firewalls and SSL (Secure Socket Layers) for protecting your information. However, as effective as encryption technology is, no security system is impenetrable. We cannot guarantee the security of our databases, nor can we guarantee that information you supply won’t be intercepted while being transmitted to us over the Internet or wireless communication, and any information you transmit to the Company you do at your own risk. We recommend that you not disclose your password to anyone.

16. GRIEVANCE OFFICER

GoAid hereby appoints GoAid Support Manager as the grievance officer for the purposes of the rules drafted under the Information Technology Act, 2000, who may be contacted at support@GoAid.in. You may address any grievances you may have in respect of this privacy policy or usage of your Protected Information or other data to him.

17. CHANGES TO THE PRIVACY POLICY

From time to time, we may update this Privacy Policy to reflect changes to our information practices. Any changes will be effective immediately upon the posting of the revised Privacy Policy. If we make any material changes, we will notify you by email (sent to the e-mail address specified in your account) or by means of a notice on the Services prior to the change becoming effective. We encourage you to periodically review this page for the latest information on our privacy practices.