KINARA Privacy Policy
Equiliva Healthcare Private Limited
Version 1.0 | Effective date: [12/10/2026]
This Privacy Policy explains how KINARA collects, uses, stores and shares personal information when you visit our website, contact us, create an account, make a booking, pay for a service, participate in an assessment or mental-health service, or otherwise interact with KINARA. It should be read together with the KINARA Terms of Use & Service and, where applicable, the relevant Individual or Group Session Information & Consent Form.
At a glance
• KINARA is a mental-healthcare service of Equiliva Healthcare Private Limited; it is not merely a technology marketplace.
• KINARA currently provides services only to adults aged 18 years and above.
• Clinical and mental-health information is treated as confidential and is accessed only on a need-to-know basis.
• KINARA does not audio- or video-record clinical sessions, does not create session transcripts, and does not use AI to listen to, transcribe or summarise live session content.
• Clinical information is not used for behavioural advertising, and employer/EAP sponsors do not receive clinical notes or session content by default.
• Where consent is required, KINARA uses an explicit affirmative consent process rather than treating continued browsing or a general acceptance of Terms as consent to all data uses.
1. Who we are
KINARA is a mental-healthcare brand and service vertical of Equiliva Healthcare Private Limited (“Equiliva”, “KINARA”, “we”, “us”). Equiliva determines why and how personal data handled through KINARA is processed for the platform and services it controls. Treating professionals also remain responsible for their own professional and clinical duties.
• Registered office: Thejus, near Olacherykavu, Talap, Kannur, Kerala, India 670002.
• Website: www.eqlhc.com/kinara
• CIN: U86202KL2026PTC102487
• General service contact: kinara@eqlhc.com
• Privacy and grievance contact: Dr. Aditya Jayan, Grievance Officer / Privacy Lead — director@eqlhc.com
• Telephone: 7406666881
2. Who this Policy applies to
This Policy applies to adults who visit the KINARA website, enquire about services, create or use an account, complete intake or assessment forms, book or pay for services, participate in individual or group care, use KINARA programmes, receive psychiatry or other eligible services, use EAP-sponsored services where offered, provide feedback, or contact KINARA for support.
It may also apply to limited information about another person when that information is needed for care or safety, for example an emergency contact, nominated representative, person paying or booking on your behalf, referring professional or another person mentioned during care.
Adults only. KINARA currently accepts clients aged 18 years and above only. We do not knowingly enrol children for clinical services. If we become aware that a booking or account is for a person under 18, we may stop the enrolment or service and retain only information that is reasonably necessary for safety, legal, transactional or safeguarding obligations.
3. KINARA is not an emergency service
KINARA does not provide continuous monitoring or guarantee an immediate online response. Emails, booking requests and ordinary platform messages must not be used as emergency channels. If you or another person may be in immediate danger, call 112 or attend the nearest appropriate emergency department or healthcare facility. You may also contact Tele-MANAS on 14416 or 1-800-891-4416 for tele-mental-health support. Limited crisis support may be provided to an enrolled client when absolutely necessary, but this does not turn KINARA into an emergency or crisis service.
4. Personal data we collect
Depending on how you use KINARA, we may collect the following categories of information:
Category
Examples
Identity and contact
Name, date of birth/age, contact details, address, preferred language, account details and information used to verify identity.
Clinical and mental-health
Presenting concerns, history, symptoms, assessments, risk and safety information, diagnoses where made by an authorised professional, treatment or care plans, clinical notes, referrals, medications, prescriptions and outcomes.
Telehealth and safety
Participant and professional identity, current location where needed for remote care, emergency contact, consent records, session mode, timing, connection events and safety actions.
Bookings and communications
Appointment details, attendance, service selected, reminders, support requests, emails and other service communications.
Payments and accounting
Amounts charged, K-Pay tier where used, invoices, transaction references, payment status, refunds and accounting/tax records. KINARA does not need to store full card credentials where payment is handled by the payment provider.
Device, website and security
IP address, authentication events, browser/device information, essential cookies, security events and audit logs needed to protect the service.
EAP / sponsored access
Eligibility or sponsor code and limited service-use information needed to administer the benefit. Clinical content is not shared with the sponsor by default.
Third-party information
Emergency-contact details, nominated-representative information where relevant, referral information, and information about other people that you choose to share during care.
Quality improvement and research
Minimised or de-identified information for approved quality work. Identifiable research requires a separate research process and consent where applicable.
5. How we collect information
• Directly from you when you enquire, register, book, pay, complete a form or participate in care.
• From a KINARA professional, supervisor or authorised care/administrative team member while providing or coordinating services.
• From an employer or other sponsor only to confirm eligibility, funding or other agreed administrative information for an EAP or sponsored service.
• Automatically from essential website, authentication, security, payment and service-delivery systems.
• From another healthcare professional, emergency contact, pharmacy, laboratory, lawful authority or other person when you authorise it or when law permits or requires it.
6. Why we use your information and how consent works
Provide and coordinate care: To assess needs, arrange and deliver services, maintain appropriate clinical records, coordinate referrals and support continuity of care.
Telehealth and safety: To verify identity where appropriate, support safe remote care, manage technical failure and respond to urgent safety concerns.
Booking, payment and support: To schedule services, communicate with you, process payments, issue receipts, manage K-Pay where applicable and resolve service issues.
Prescribing and referrals: Where an authorised registered medical practitioner provides telemedicine or prescribing services, to support professional assessment, prescribing, referral and follow-up.
Security and legal compliance: To protect accounts and systems, maintain audit evidence, prevent misuse, investigate incidents, respond to lawful requests and meet applicable professional, accounting or legal obligations.
EAP / sponsored services: To confirm eligibility and administer funded access while separating sponsor administration from clinical content.
Quality improvement: To review service quality using the minimum information reasonably necessary, preferring aggregate, de-identified or pseudonymous information.
Marketing: Only with a separate optional choice, using contact and preference information rather than clinical content, assessments or therapy information.
Explicit consent
• Where consent is required for sensitive personal or health information, KINARA will use an explicit affirmative consent process.
• Clinical/telehealth consent is separate from this Privacy Policy and from acceptance of the Terms of Use.
• Optional marketing, identifiable research, and any future recording, transcription or session-AI use are not bundled into consent for care.
• Silence, inactivity, continued browsing or a pre-ticked box will not be treated as consent to optional uses.
• You may withdraw an optional consent without affecting processing that was already lawful or records that KINARA must retain for clinical, safety, accounting, legal or claims purposes.
7. Clinical confidentiality and permitted disclosure
Mental-health and treatment information is confidential, including when stored electronically. Access is limited to the treating professional, authorised clinical supervisors and staff or service providers who need specific information for care, scheduling, payment, security or support.
Information may be disclosed without ordinary consent only where permitted or required, including:
• to another health or mental-health professional where this is reasonably necessary for care or treatment;
• to a nominated representative where recognised by applicable mental-health law;
• to protect another person from harm or violence or to prevent a threat to life, using only the information reasonably necessary for the identified risk;
• where a safeguarding or mandatory-reporting duty applies;
• under a valid order or other binding legal process from a competent court, Mental Health Review Board, statutory authority or other authorised body;
• for public safety or security where law authorises it; or
• to investigate, contain or lawfully notify a security or personal-data incident.
Where safe and lawful, KINARA will aim to inform the client before or after a safety-related disclosure and will document the reason, recipient and information disclosed.
8. Service providers and other recipients
KINARA uses selected service providers to operate its systems and deliver care. We limit the information shared with each provider to what is reasonably necessary for that function and expect appropriate confidentiality, security and deletion controls.
Provider / category
Purpose
Data boundary
Supabase
Database / authentication
Account, booking, consent and service data as configured.
Razorpay
Payment processing
Transaction and billing identifiers; clinical content should not be sent to the payment provider.
Cloudflare Turnstile
Security / bot protection
Limited device and security signals.
Resend or approved transactional-email provider
Service emails
Email address and minimum appointment/service information; no clinical notes in routine transactional email.
Zoom
Video consultations
Participant/meeting and connection metadata and live audio/video; recording, transcription and session AI are disabled under KINARA policy.
Google Calendar
Scheduling
Minimum appointment identifier and timing information; no diagnosis, therapy topic or full clinical note.
Microsoft Excel / SPSS
Approved quality analytics
Minimised, de-identified or pseudonymous datasets under controlled access where used.
The exact technical configuration, hosting/support region and retention settings of a provider may change. KINARA will review material changes and update this Policy or a public service-provider list when appropriate.
9. Video sessions, recording, transcription and AI
KINARA currently uses video/telecommunication tools for remote sessions. KINARA does not audio-record or video-record clinical sessions, does not create session transcripts, and does not use AI tools to listen to, transcribe, summarise or generate notes from live session content. Participants and professionals must not independently record or transcribe sessions unless KINARA has expressly approved a specific purpose and all required consent has been obtained.
Any future introduction of recording, transcription or session-AI that materially changes how session content is handled will require prior review, an updated policy and separate explicit consent where required.
10. Employer / EAP and third-party payer confidentiality
An employer, organisation or other sponsor may fund or confirm eligibility for care. The participant remains the client. A sponsor does not become part of the treating team merely because it pays for or facilitates access.
By default, a sponsor does not receive clinical notes, diagnoses, therapy topics, assessment scores, risk flags, emergency-contact details or session communications. Reports, where agreed, are intended to be aggregate or de-identified and designed to reduce the risk of identifying an individual. Identifiable disclosure requires the participant's specific consent or a narrow legal/safety basis.
Similarly, a family member, friend or other person who books or pays for your service does not automatically gain access to your clinical information or session content.
11. Website cookies, analytics and advertising technology
KINARA may use essential cookies and security/service telemetry needed for login, account protection, booking, payment and reliable operation. KINARA's policy is that advertising pixels, behavioural advertising, session replay and cross-site profiling must not operate on sensitive care journeys such as intake, assessment, booking, payment, portal, prescription or session pages.
Clinical information, symptoms, assessment results, appointment events and help-seeking behaviour must not be used to build advertising audiences. If KINARA introduces non-essential analytics or cookies on general public pages, they should be described separately and offered with the applicable preference controls.
12. International processing and transfers
Some technology providers may host, support or process data outside India. Where this occurs, KINARA will assess the provider and apply safeguards required by applicable law, including contractual and access controls where relevant. Transfers will also be subject to any restrictions or requirements notified by the Government of India.
13. Security
KINARA uses reasonable technical and organisational measures intended to protect personal data. Depending on the system, these measures may include encryption or comparable protection, unique user accounts, strong authentication, role-based access, logging and monitoring, backups, incident-response procedures and confidentiality/security terms with service providers.
No digital system can be guaranteed to be completely secure. KINARA therefore does not make an absolute security promise, but it maintains and reviews safeguards appropriate to the sensitivity of the information handled.
14. How long we keep information
KINARA does not use one retention period for every type of information. We keep information only for as long as reasonably necessary for the purpose for which it was collected and for applicable clinical, professional, safety, accounting, security, legal or claims requirements.
• Clinical records and consent evidence may be retained for a longer period because continuity of care, professional duties, safety and potential legal claims can require continued availability.
• Invoices, transaction references and accounting records are retained for the period required by applicable company, tax and accounting law.
• Temporary scheduling, connection, support and analytics data should be kept for shorter periods where it is no longer needed.
• Marketing contact information is retained only while the relevant permission or legitimate operational need remains, with a minimal suppression record where needed to honour an opt-out.
• Information subject to a complaint, safeguarding matter, investigation, legal hold, court order or anticipated claim may be kept longer until that matter is resolved.
At the end of the applicable period, information is deleted, irreversibly de-identified or otherwise handled in accordance with the approved retention process, subject to backup and legal-hold requirements.
15. Your choices and privacy rights
Subject to identity verification and applicable clinical or legal limits, you may contact KINARA to:
• ask what personal data KINARA holds about you and how it is being used;
• request access to applicable personal data and basic medical records;
• correct inaccurate or misleading information, complete incomplete information or update your details;
• withdraw optional consent as easily as reasonably possible;
• request erasure of eligible information when the purpose is complete and no clinical, legal, safety, accounting or claims reason requires retention;
• ask why specific clinical information has been withheld where an applicable serious-harm exception is used; and
• raise a privacy grievance or complaint.
To make a privacy request, email Dr. Aditya Jayan at director@eqlhc.com. Please do not send identity documents or other sensitive information unless KINARA specifically asks for what is reasonably necessary to verify the request. KINARA aims to acknowledge requests within two working days and to provide a substantive response within 30 days, subject to any shorter or different period required by applicable law.
16. Personal-data and security incidents
KINARA investigates suspected unauthorised access, disclosure, alteration, loss or unavailability of personal data. Where applicable law requires notification to affected individuals, CERT-In, the Data Protection Board or another authority, KINARA will make the required notification and provide information about the incident, likely consequences, mitigation and protective steps, while avoiding disclosure of another person's confidential information.
17. Complaints and escalation
Privacy or service-related grievances may be sent to the Grievance Officer / Privacy Lead:
Dr. Aditya Jayan
Email: director@eqlhc.com
Equiliva Healthcare Private Limited / KINARA
KINARA will investigate complaints and provide a reasoned response. Where applicable, statutory complaint routes to a professional council, Mental Health Review Board/State Authority, consumer forum, court, Data Protection Board or other competent authority remain available.
18. Changes to this Policy
KINARA will maintain a version number and effective date for this Policy. We may update it when services, technology, legal requirements or our data practices change. If a material change affects clinical information, recipients, purposes, retention, recording/AI, EAP reporting or important privacy rights, KINARA will take reasonable steps to notify enrolled clients directly where appropriate.
A new optional purpose will not be introduced merely through silent continued use. Where new consent is required, KINARA will request it separately.
19. Contact us
General questions about KINARA or its services: kinara@eqlhc.com
Privacy requests or grievances: director@eqlhc.com
Telephone: 7406666881
Registered office: Thejus, near Olacherykavu, Talap, Kannur, Kerala, India 670002
This Privacy Policy governs privacy and personal-data handling. It does not replace the KINARA Terms of Use & Service or the informed-consent document applicable to a particular clinical or group service.