Partner Privacy Policy
For physiotherapists applying to, onboarded on, or providing services through PhysioKare. PhysioKare is a brand and platform operated by Metanova AI Private Limited.
Effective 4 September 2026 · Version 1.0
1. Who we are and what this policy covers
PhysioKare is a technology-enabled physiotherapy platform that helps users discover and book physiotherapists for home visits, clinic appointments and online consultations. PhysioKare is operated by Metanova AI Private Limited, India ("Metanova AI", "PhysioKare", "we", "us" or "our").
This Privacy Policy applies specifically to physiotherapists and, where applicable, clinics or professional entities that:
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submit an application to join PhysioKare;
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provide documents or information for review;
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are approved and listed on PhysioKare;
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receive or manage booking opportunities through PhysioKare; or
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use the PhysioKare Partner app, onboarding portal, partner dashboard or related professional tools (together, the "Partner Platform").
This is separate from the privacy policy that applies to patients and other users of the customer-facing PhysioKare services.
Where PhysioKare decides the purposes and means of processing your personal data, Metanova AI Private Limited acts as the responsible entity for that processing. This policy is intended to comply with applicable Indian privacy and information-technology laws, including applicable provisions of the Digital Personal Data Protection Act, 2023 and the Digital Personal Data Protection Rules, 2025 as they come into force, and other applicable requirements.
2. The onboarding and approval flow
Our physiotherapist onboarding process generally works as follows:
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Application submission. You submit your profile, contact details, professional information and requested documents through the Partner Platform.
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Internal review. Our authorised team, including members of our in-house physiotherapy team where appropriate, reviews the information you submit.
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Clarification or additional documents. We may contact you if information is missing, unclear, inconsistent or requires additional support.
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Decision. Your application may be approved, placed on hold, returned for correction or declined.
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Listing. Only after approval may selected professional information be made visible to patients on PhysioKare.
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Bookings. Once active, you may receive or become eligible for booking opportunities based on service type, location, availability, patient preferences and other relevant criteria.
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Ongoing platform activity. We may continue to process booking, payment, quality, safety, support and account information while you remain on the Partner Platform.
Submitting an application does not guarantee approval. Approval does not guarantee any minimum number of bookings, income or continued listing.
3. Information we may collect about you
Depending on the stage of onboarding and the features you use, we may collect the following categories of information.
3.1 Identity and contact information
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date of birth or age, where reasonably required;
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gender, where voluntarily provided or operationally relevant;
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residential, correspondence or practice address;
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alternate or emergency contact details where reasonably required.
3.2 Professional information
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physiotherapy qualifications;
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degree or diploma details;
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educational institution and year of qualification;
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professional registration or council details, where applicable;
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registration number and certificate;
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employment or practice history;
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clinic or hospital affiliations;
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areas of expertise and specialisation;
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training and certifications;
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references, where requested;
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consultation modes offered;
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availability and scheduling preferences.
3.3 Verification documents
We may request documents reasonably required to review your application, such as:
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government-issued identity or address proof;
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degree, diploma or professional certificates;
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professional registration documents, where applicable;
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proof of experience or references;
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tax or payment documentation where required for payouts; and
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other information reasonably required for credential, compliance, safety or fraud-prevention checks.
We may verify information against documents you provide, publicly available professional sources, references, professional bodies or authorised verification providers where reasonably necessary and legally permitted. We will not represent a verification as completed unless it has actually been completed.
3.4 Financial and payment information
If payouts, refunds, taxes or other financial transactions are handled through the Partner Platform, we may collect bank account details and IFSC, beneficiary information, PAN or GST information where required, invoices and settlement records, payout history, platform fees or deductions, refunds, reversals and adjustments, and tax records required by applicable law. Payment providers may also process information under their own privacy terms.
3.5 Booking and work activity
Once you are approved, we may process information about availability, booking opportunities shown to you, sessions accepted, declined, rescheduled, cancelled or completed, appointment date, time, duration and visit type, service area, check-in or completion status where the feature exists, earnings and settlement status, response, cancellation and completion patterns, and support or dispute history connected to bookings.
3.6 Location information
We may collect the service areas, clinic location or approximate location you provide to us. If the Partner Platform offers a feature that requires device location, such as nearby booking matching, navigation, attendance confirmation or safety support, we may request approximate or precise device location only after the relevant operating-system permission is presented to you. We do not claim to collect background or continuous location unless the app actually enables that functionality and you have received the required disclosure and permission request.
3.7 Device, technical and usage information
When you use the Partner Platform, we may collect technical information such as device type and operating system, app version, IP address, network and log information, authentication and session information, crash and diagnostic data, screens or features used, and security, abuse or fraud-prevention signals.
3.8 Communications, support and quality information
We may retain information relating to onboarding communications, support requests and tickets, booking communications handled through the platform, complaints and responses, patient ratings or reviews, safety reports, quality or conduct reviews, and appeals or account-review records. If a call or communication is recorded, we will provide notice where required by law or platform design.
4. Permissions used by the Partner Platform
Depending on the features available in the version of the Partner Platform you use, the app may request permission for:
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Camera or photos: to capture or upload onboarding documents, profile images or other permitted material;
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Location: for location-based matching, navigation, attendance or safety features where enabled;
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Microphone: for teleconsultation or voice features where enabled;
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Notifications: for application updates, booking opportunities, schedule changes, payment updates, support messages and safety alerts.
Permissions are requested through your device. Refusing a permission may disable the related feature but should not enable unrelated data collection.
5. Information that may appear on your public profile
If your application is approved, selected information may be shown to patients so they can understand who they are booking. This may include name, profile photograph, professional qualification, professional title, years of experience, specialisations and areas of expertise, languages spoken, consultation types, service areas, session pricing or price range, availability, verification or approval status, and patient ratings or reviews, where enabled.
Sensitive onboarding material is not intended for public display. We do not normally display your government ID, private residential address, bank details, tax information, uploaded credential documents or internal review notes.
A "Verified" or similar badge means that the profile has passed PhysioKare's applicable internal review process. It does not mean that every item has been independently confirmed with the issuing institution unless we expressly state that such external verification was completed.
6. Why we use your information
We may use your information to:
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create and secure your Partner account;
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process your onboarding application;
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review submitted qualifications, credentials and professional information;
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request clarification or additional documentation;
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determine whether to approve, hold, decline, suspend or remove a profile;
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create and maintain an approved public professional profile;
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enable patient discovery and bookings;
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match booking requirements with relevant physiotherapists;
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manage scheduling, availability and service areas;
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communicate booking and operational updates;
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process payments, settlements, refunds, taxes and records;
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provide support and resolve disputes;
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manage ratings, reviews, complaints and quality concerns;
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investigate safety incidents, fraud, misuse or suspected policy violations;
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protect the security and integrity of PhysioKare;
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comply with legal, tax, regulatory and professional requirements;
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maintain records required for legitimate business and compliance purposes;
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improve platform reliability, usability and service quality; and
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send optional promotional or training communications where you have opted in or where otherwise permitted by law.
We aim to collect and use only information reasonably relevant to these purposes.
7. Approval, matching and automated tools
PhysioKare's onboarding decision is based on the information and documents submitted and our applicable internal review criteria. We do not use artificial intelligence alone to determine your clinical competence or to make an irreversible decision about your professional credentials.
If automated or AI-assisted features are introduced, they may help with functions such as booking matching, search ranking, fraud detection, document triage or operational prioritisation. Material suspension or removal decisions will include human review where reasonably practicable and appropriate. AI-powered patient matching is a platform feature and does not replace your independent clinical judgement about whether a particular patient or treatment is appropriate.
8. Patient information you may receive after approval
When a patient books or is matched with you, PhysioKare may provide the minimum information reasonably necessary to deliver or manage the appointment. Depending on the service, this may include patient name, contact or masked-contact information, appointment date and time, service or visit type, appointment address or location for a home visit, stated physiotherapy concern or affected body area, booking notes, and other information the patient chooses to provide for the appointment.
You must use patient information only for legitimate purposes connected with the booked care, patient safety, professional record keeping and applicable law. You must not sell it, use it for unrelated marketing, disclose it unnecessarily or use it to circumvent the platform.
Where you independently create clinical records in the course of providing professional care, you may have separate professional and legal obligations for those records. For patient information made available to you solely through the Partner Platform, you must follow PhysioKare's documented instructions, confidentiality requirements and applicable law.
9. Who we may share your information with
We may share relevant information with the following categories of recipients.
9.1 Patients and users
Approved public-profile information may be shown to users considering a booking. After a booking, additional contact, location or scheduling information may be shared where reasonably necessary to complete the appointment.
9.2 Metanova AI and authorised PhysioKare personnel
Authorised team members may access information where necessary for onboarding, verification, bookings, payments, support, safety, quality, compliance or platform administration.
9.3 Service providers
We may use vendors that provide services such as cloud hosting and storage, authentication, communications and notifications, document processing, identity or credential verification, payments and banking, analytics and crash reporting, customer or partner support, fraud and security monitoring, and legal, accounting or professional advice. We require service providers to handle information only for authorised purposes and with appropriate safeguards.
9.4 Professional bodies and authorities
Where reasonably necessary and legally permitted, we may disclose relevant information to professional bodies, regulators, courts, law-enforcement authorities, tax authorities or other government agencies.
9.5 Business reorganisation
If all or part of the business is reorganised, merged, financed, acquired or transferred, relevant information may be disclosed to the parties involved subject to appropriate confidentiality and legal safeguards. We do not sell your personal data to data brokers or advertisers.
10. Security
We use reasonable administrative, technical and organisational safeguards designed to protect personal information against unauthorised access, disclosure, alteration, misuse, loss or destruction. These may include, as appropriate, encrypted transmission, access controls, authentication and account-security controls, logging and monitoring, backups and recovery controls, secure development practices, restricted internal access, and confidentiality requirements for personnel and service providers.
No electronic system can be guaranteed to be completely secure. You are responsible for keeping your login credentials confidential, securing the devices you use and promptly reporting suspected account compromise. PhysioKare or Metanova AI will never ask you to disclose your password, OTP, UPI PIN, card PIN or CVV through an unsolicited message or call.
11. Data retention
We retain personal data only for as long as reasonably necessary for the purpose for which it was collected, for legitimate operational or safety needs, or for a period required or permitted by applicable law. Different records may have different retention periods. For example:
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active profile and account information is generally retained while your account is active;
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onboarding and verification records may be retained for a reasonable period after rejection, withdrawal or offboarding to manage re-applications, fraud, safety, complaints or legal requirements;
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booking and transaction records may be retained for dispute, accounting, tax, safety and regulatory purposes;
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financial and tax records are retained for the applicable statutory period;
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complaint, safety, disciplinary and legal-hold records may be retained for as long as reasonably necessary to address the matter; and
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technical logs may be retained for security, fraud prevention and system reliability.
When information is no longer reasonably required, we may delete, anonymise or securely archive it as permitted by law.
12. Account deletion and withdrawal
12.1 Before approval
You may withdraw an onboarding application by contacting us at support@metanovaai.com. We will stop active onboarding, subject to any information we need to retain for legal, security, fraud-prevention or record-keeping purposes.
12.2 After approval
If the Partner Platform supports account creation, you may request account deletion through the in-app account settings where available and through our external deletion-request route: https://www.physiokare.in/partner/delete-account. You may also contact support@metanovaai.com if you cannot access your account.
When an account-deletion request is completed:
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your public profile will be removed from future discovery and bookings;
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future booking eligibility will stop;
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personal data associated solely with maintaining the active account will be deleted or de-identified where reasonably possible; and
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records that must be retained for legal, tax, payment, safety, fraud-prevention, complaint, dispute or professional reasons may be retained for the required or reasonable period.
Deleting or deactivating your account does not automatically erase records that we are legally required or legitimately entitled to retain. We will not retain data merely to keep a deleted account artificially active. If you have accepted future bookings, we may require those bookings to be completed, reassigned or cancelled before account closure is finalised so patients are not left without care.
13. Your choices and privacy rights
Subject to applicable law and the stage at which relevant provisions are in force, you may be able to:
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request information about personal data we process about you;
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correct, complete or update inaccurate information;
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request deletion of information where permitted;
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withdraw consent for processing that relies on consent;
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change optional communication preferences;
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request deactivation of your public profile; and
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raise a privacy grievance.
Withdrawing consent for processing necessary to verify your identity, operate your account, match bookings, process payouts or meet safety obligations may mean that we cannot continue to provide the Partner Platform to you. We may need to verify your identity before acting on a privacy request.
14. Data processing outside India
Some technology or professional service providers may process or support information using infrastructure located outside India. Where this occurs, we will take reasonable steps to use appropriate contractual, security and legal safeguards and comply with applicable restrictions on cross-border processing.
15. Changes to this policy
We may update this Privacy Policy when our onboarding flow, app features, business practices or legal obligations change. If a change materially affects how we use your personal data, we will provide reasonable notice through the Partner Platform, email or another appropriate channel and seek fresh consent where required by law. The latest version will show the updated effective date and version number.
16. Contact and grievances
For privacy requests, account deletion, profile corrections, onboarding questions or grievances, contact PhysioKare, a brand and platform operated by Metanova AI Private Limited, Hyderabad, Telangana, India.
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Email: support@metanovaai.com
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Website: https://www.physiokare.in
When contacting us about your physiotherapist account, use the mobile number or email address associated with your application where possible so we can verify your request.
17. Relationship with the Partner Terms
This Privacy Policy should be read together with the PhysioKare Partner Terms and Conditions. The Terms explain your professional, booking, payment, confidentiality, safety and platform-use obligations. If there is a conflict about how your personal data is handled, this Privacy Policy will govern to the extent required by applicable privacy law.