Terms of Use

1. Term

Unless terminated or ceased earlier in accordance with the terms of these T&C, the tenure for the membership or term of use of Services (“Term”) will be deemed to be effective from the Service Activation Date (as defined hereinafter) and will continue for the period/duration selected by the Member at the time of payment or if subsequently renewed then such renewed term.

2. Services

1. The rendering of Services by Saibaan are subject to the terms of these T&C and the submission of registration details by the Member either by submitting the details on the website or submitting the Saibaan Onboarding Form by email or any other electronic means, or providing the same information in another format or downloading the App and filling in the profile information/registering on the App or by filling out the Saibaan Membership information (referred to as “Registration”). The Member(s), whose details have been disclosed as part of Registration, will be provided the Services identified and mentioned at the time of Registration.
2. The Saibaan Care Plans availed by the Member shall normally be initiated within 1 week from the payment date. The Services will be activated on the date that details relevant to the provision of services is confirmed by us which will be referred to as the “Service Activation Date”.
3. We reserve the right to suspend the Services in case, we believe that the Member, his/her Next of Kin and/or any of his/her family members are in breach of these T&C or the dues are not paid by the Member.
4. Each Member unconditionally accepts and acknowledges the terms of these T&C, and it is further agreed that:
   1. If any Member is not of sound mind or is medically unfit to understand the T&C then all obligations or responsibilities of such Member shall be deemed to be the responsibilities of Subscribing Member. The Primary next of kin (“Next of Kin”) Member is a relative of the Elder Member(s) whose name and details are mentioned in the Membership Form or at the time of online registration (as the case may be), and such Next of Kin shall be of sound mind, above 18 (Eighteen) years of age and is authorized to make decisions on behalf of the Member(s).
   2. We assume that the Primary Next of Kin Member is legally empowered to engage in shared decision making on behalf of the Members on healthcare matters.
5. The Members confirm that the Services shall be provided at the residence of the Elder Members (as per details provided in the Membership Form or at the time of online registration).
6. In case the Member travels outside of the home and would like to avail Services in the destination, the Member must inform us in writing. We will inform the Member if we are able to provide Services in the said destination. We are not liable for providing services in a destination unless We have confirmed the same.
7. The Member understands that grant of access to the Member’s house is essential for:
   1. Emergency support services
   2. Rendering Services as detailed in the subscribed Care Plan
8. With respect to the Services forming part of the Care Plans, the Member acknowledges that Our team member(s) or personnel shall be granted unobstructed access to the Elder Member’s house as and when called for by the Member or required. In the event access of the house is found to be locked or inaccessible by Our team member and there is a reported or perceived emergency, We/Our team member reserve the right to break-in to the house and deliver our Services, and such forcible access shall not be construed as a trespass nor shall We be liable for any proceedings or actions on this account, including that We shall not be held responsible for any delay/inability in rendering the Services should the house be found to be locked or inaccessible. Any damage caused due to forceful entry shall be at the Member’s cost, including any consequential collateral loss. We acknowledge that the Services will be performed using reasonable skill, care, and standard industry practices and/or applicable laws. In the event of emergencies, We/Our team/Care Partners thereof may endeavour to perform life-saving measures on the Member to the best of their abilities. However, in the event such life-saving measures may result in untoward consequences or injury or loss of life, then Us/Our personnel shall not be responsible or liable for any untoward consequences including loss and/or damages. Our Emergency Co-ordination Services are subject to intimation to Saibaan of the emergency by the Members. We will not be responsible for any inability to render Services in the event the intimation is not received by us.

For the purpose of Third-party services:

1. Several services in the Plans are third-party services, provided by third-party service providers (e.g., General Duty Assistant, Nurse), who are not Our employees, and We only act as a facilitator with respect to the Services rendered by them.
2. Members may be required to enter into separate agreements with third-party service providers, in which Saibaan will not be a party to any arrangement/understanding between members and third-party service providers including but not limited to scope of services and payment terms.
3. In the event the assigned third-party service provider or their team member(s) fails to arrive at the house for rendering Services, then upon receiving intimation of the same from the Member, We will make all efforts to send the replacement to the Member’s house at the earliest.

3. App Based Service

1. The Member shall download the designated App on his/her mobile and use the App for communicating, requesting, and/or reviewing the tasks, reports, and information with the Saibaan team.
2. We reserve the right to modify and update the app from time to time and the Member should regularly check for and update the same.

4. Membership Fee

1. The Member shall pay, in advance, the Membership Fee for the Services and the Set-up Fee forming part of the Plan, and the security deposit meant to cover for chargeable expenses of the Elder(s) covered in the plans and any other charges as particularly detailed and specified at the time of purchase of one or more of the Saibaan Membership plans.
2. In the event the Member fails to make any payment due and payable to us, within a period of 15 (Fifteen) working days from the receipt of an invoice issued by us, We shall not be liable or obligated to perform any of the Services. Moreover, such non-performance by us, due to non-payment of any dues within the stipulated period of time mentioned herein, shall not amount to breach on Our part. The Member agrees and undertakes that in case of any non-payment beyond 15 (Fifteen) working days from date of receipt of invoice issued by us, the Member will get a cure period of a further 15 (Fifteen) days beyond which, in case the payment is still not made, such non-payment shall amount to a breach by the Member and shall entitle Us, to terminate the Plan and seek damages apart from the outstanding payment along with interest @ 12% (Twelve percent) per annum from the date of expiry of such notice period until full and final realization of the dues. For the sake of clarity, in the event the Member clears the outstanding amount along with interest, We shall continue rendering the Services.
3. We accept payment of all amounts specified herein solely by the methods as communicated by Us to the Member during the sign-up process or from time to time. In case the payment is not paid in advance, the Member is requested to inform Us promptly of any changes to Member’s payment information. Any fee, charges or consequences towards declined credit cards or dishonour of cheques shall be to the account of the Member.
4. Member confirms and acknowledges that the Membership Fees and all other amounts, expenses and charges payable to Us are fair and reasonable and are the essence of this arrangement. It is further acknowledged that where any costs, charges or expenses are to be incurred by Us/Our team member/Care Partner in rendering the Services, then the same shall be paid/reimbursed to Us by the Member in advance or latest within 7 (Seven) days from raising the invoice.
5. If additional or multiple services (of different types) are required or requested for, the rates/fees as then prevalent shall apply, along with such terms and conditions as may be applicable in respect thereof.

5. Taxes

The Member shall be liable to bear and promptly pay all local and Government taxes as may be levied at present and/or which may be levied at any future date in respect of the Membership Fee, other charges and/or Services. If applicable, such taxes and charges shall be paid by the Member as per Our directions/instructions. It is further clarified that all taxes payable by the Member pursuant to this T&C are in addition to the Membership Fee and/or any other charges payable by the Member.

6. Member's Responsibility

1. Member is using the Services during the Term of membership, at his/her own free will, decision, and risk.
2. An Elder Member or the Primary next of kin Member may request the Saibaan team for a Service through the designated channel. In case of any query or conflicting instructions, Saibaan will follow the instructions of the Subscriber Member, provided they are within the scope of services in the subscribed Plan and are not likely to compromise the Elder Members’ safety or well-being in the opinion of the Saibaan team.
3. The Member confirms and undertakes that all information provided by him/her or on his/her behalf by the representative/family member is accurate and complete in all material respects.
4. While providing the Services We will rely on information including medical history, records and reports made available to us and, unless We expressly agree otherwise, We will have no responsibility to evaluate or verify it.
5. The Member shall from time to time update us regarding the Member’s medical condition and shall provide updated medical information, records, and reports.
6. We shall not be responsible for authentication of medical records, or any wrong interpretation of medical records by clinical personnel at any point of time. The Member is expected to carry original documents for any clinical consultation/procedure/intervention. In case of any discrepancy in Our digitized records and the originals shared by the Member at clinical consultation/procedure/intervention, original medical records shall prevail and be considered and the Member shall not raise any claims against us/Our team members/Care Partners in this regard.
7. We will be allowed to maintain digital records of Member’s clinical history for the use of Members and the Saibaan Team to provision the Services. However, We shall not be responsible for the clinical interpretation and, in turn, recommendation of medical treatments.
8. The Member shall use all the Services available with care and diligence. The Member agrees to abide by and follow all instructions placed or provided by Us from time to time in respect of use/availing the Services.
9. The Member shall be responsible for safety and security of Our team member(s)/Care Partners while rendering Services at the house of the Elder Member(s).
10. Our team member/Care Partner will not drive the Member’s vehicle. If Our team member/Care Partner is required to drive Member’s vehicle in case of emergencies at the Member’s insistence, then same shall be done at the Member’s sole risk and responsibility. Further, the Member understands, confirms and undertakes that We/Our team members/Care Partner shall not be responsible or held liable for safety of Member, vehicle driven by Our team members/Care Partner, and Member’s house in such a scenario and the Member shall keep Us and/or Our team members/Care Partner indemnified in this regard.
11. Any refusal by Our team member/Care Partner from performing any acts or duties which are not covered under the Services as detailed herein shall neither be deemed as refusal or deficiency by Us/team member/Care Partner in rendering Services nor be considered as breach of this T&C by Us/team member/Care Partner.
12. In certain circumstances (such as severe weather, lockdown, pandemic, riots, curfew), We may determine it is not safe for Our team member/Care Partner to travel and provide Service at Member’s House and that day We may have to cancel that day’s Services or provide Services (where possible) over electronic means. Our Services are subject to appropriate weather, city civic conditions, Force Majeure conditions including but not limited to riots, lockdown, pandemic, curfew, war, terrorist acts or any external circumstances not under Our control.
13. The Elder Member takes full responsibility of the safekeeping and safety of their personal property, goods and belongings including but not limited to money, jewellery, eyeglasses, dentures or hearing aids. We encourage our members to be extremely vigilant with their personal belongings.
14. The Member shall inform Us/Our team/Care Partners, if the Member or any person who might be staying at the house of the Member is suffering from any communicable disease or may have come in contact with someone in the past 14 (Fourteen) days, who is suffering from any communicable disease like TB, Hepatitis, COVID-19 which is likely to have an adverse effect on the health of Care givers. The Member also agree and acknowledge to indemnify and hold Us/Our team/Care Partners harmless against any loss, liability or damage caused due to wilful neglect or negligence in intimating Us/Our team members/Care Partners about the aforementioned. Further, on being informed or learning about the aforementioned situation, We reserve the right to not render any further Service to the Member and such refusal to render Services shall not amount to breach of these T&C.
15. The Members or his/her family members or any person who might be staying in the house of the Member shall not misbehave, threaten, physically man-handle or detain Our team members/Care Partners against his/her wishes as the same shall be construed as illegal detention and the Member will be responsible for any contingencies/harm caused to Our team member/Care Partner directly or indirectly due to the acts or omission on part of the Member.
16. Members shall not:
    1. Either by words or by action cause or permit anything that is in all reasonableness likely to be abusive, offensive, derogatory, disruptive or dangerous for Our team members/Care Partner providing the Services;
    2. Use the Services, to conduct or pursue any illegal or offensive or obscene or abusive activities.
    3. Poach, solicit or entice away or attempt to poach, solicit or entice away any officer or employee/trainee/Care Partner involved with/engaged by Us, or Our affiliates;
    4. Request or require Our team members/Care Partners rendering Services to do or perform activities which are beyond its scope of work;
    5. Give any material gifts, monies or kickbacks to Our team members/Care Partners.

7. Representation and Covenants of Members (Subscriber, Elders, Primary Next-of-Kin)

The Member hereby represents and warrants that:

1. Subscriber Member/Primary Next of Kin Member has all requisite legal power and authority to enter into and abide by the terms and conditions as enumerated under these T&C;
2. All the information, records, reports including medical records provided by Elder Member or on his/her behalf are true and accurate and We may rely on the same for the purposes of rendering the Services. Further, in case any liability arises out of use of such information, records, reports then We shall not be liable for any reason whatsoever towards the Members and/or any third party;
3. The Members acknowledge and accept that the Member’s personal information disclosed to Us shall be used for the purpose of providing Services and shall be collected, used, stored and shared in accordance with the terms of Our privacy policy. In the event the Member or Member’s representative wish to withdraw the consent at any time hereafter, the Member or Member’s Representative may ask for the data/information to be removed, by submitting a request in this regard to Us at info@saibaancare.com. On receiving such request, We shall remove such information at the earliest. However, the Member or Member’s representative accept and acknowledge that in the event such consent is refused, or withdrawn, We retain the right to either not provide or withdraw the Services for which the said information was sought. It is further accepted and acknowledged that the inability to provide the Services in such event shall not amount to default or breach on Our part and We shall not be liable for any damages, claims or loss caused consequently.
4. The rights, benefits, privileges and obligations of the Members are personal and non-transferable in nature and the Members hereby represent and warrant that the Members shall not transfer or let any third-party use and/or access the Services;
5. In case of emergency vis-a-vis the Elder(s) covered under the Plan, We reserve the right to take such actions as We may deem prudent and necessary and Member or his/her family members shall provide full co-operation in respect of the same; and
6. While rendering the Services to the Member, We generate and store data for the Member, their medical records, activities/engagements with Us etc. In this regard, the Member hereby expressly, unequivocally and unconditionally consents and agrees that such data and information can be used/shared by Us in case of emergencies and/or for research or survey purposes (if consented under the Membership Form/at the time of registration on the App). However, such data and records will be shared by Us for communication, research or survey purposes (if consented), in an anonymized manner and no royalties, fees or charges will be payable to the Member for the same.

8. Acknowledgement and Covenants of Member Vis-à-Vis Third Party Services

Notwithstanding anything contained in these T&Cs, the Member agrees and acknowledges that:

1. Certain Services stated herein will be provided through/by a third-party service provider/vendor/facilitator/channel partner, in which case the Member may be required to sign separate agreement(s)/letter(s)/document(s) as may be required or deemed necessary by such third party.
2. While We take reasonable care in selecting third-party service providers, Saibaan only acts as a coordinator vis-a-vis third party services and thus, We shall not be liable in any manner whatsoever, directly or indirectly, for any act or omission on the part of such third party which results into any kind of damage, loss, claim, injury (including death) etc.
3. We shall not be liable for any misrepresentation, inaccuracy or deficiency in Service, refusal to provide any discounts, privileges or services represented or warranted by any third party. Unless expressly provided, the Membership Fees shall not include fees/costs of any third-party services. The accuracy, quality and appropriateness of medical services, medicines prescribed, opinions/advice rendered by the medical practitioners/hospitals and/or the teleconsultant physicians are not the responsibility of Saibaan.
4. We, in an emergency, have the responsibility of coordinating with the specified hospital/contacting ambulance services to get medical help required; however, the appropriateness of treatment provided by the hospital/admission by the hospital and/or potential delays in the arrival of the ambulance and/or any other unforeseen circumstances are not the responsibility of Saibaan.
5. The Member authorizes Us to share relevant data on a need-to-know basis with third-party service providers to ensure that they are able to provide the Member the necessary Services and for research purposes (if consented).

9. Termination and Expiry

Termination by Us

1. We may terminate the membership at any time, with or without cause, by giving 7 (Seven) days advance written notice to the Member. We may withhold Services and/or terminate the membership by giving 7 (Seven) days prior written notice to the Member upon breach/default by the Member of these T&C and/or any rules, regulations and instructions intimated to the Member from time to time and failure of the Member to rectify the same within the given notice period.
2. Notwithstanding anything contained in (a) above, We shall have the right to terminate the membership immediately upon notice to the Member:
   1. At any time if the Member is found to be engaging in behaviour which is a threat to the mental and/or physical health or safety of Our team members/Care Partners providing care and Services at the house of the Member;
   2. At any point, before or after the Member has accessed the Services, upon finding about any misrepresentation or omission made by the Member while providing information specifically with regard to Medical history or resources of the Member.
3. We reserve the right to not render Services, upon finding that We/Our team members/Care Partners will not be able to take the Member’s care owing to Member’s medical condition including if the Member or any person residing at his house is suffering from a communicable disease including COVID-19 (which was not disclosed to Us earlier or which condition happened/occurred at a later stage). Our decision in this regard shall be final and Our liability will be limited to refunding the Membership Fee net of taxes (to the extent not exhausted), subject to necessary deductions, if any, to the Member.

Termination by a Member

4. A Member may terminate the membership of the Plan by giving us written notice or cancelling the service through our website. During the cancellation period, We shall continue to provide our services up to the day any payments have been made.

10. Cessation of Membership in Case of Death or Non-Renewal

1. Non-renewal: Our responsibility to render the Services may also cease to exist in the event of non-renewal of the Membership by the Member prior to expiry of the Term. If the Member intends to continue the Membership, it shall make a written request to us or through our website. On receipt of such request we shall renew the Services for such period as may be agreed at the time of renewal.
2. Death: This membership shall terminate automatically upon death of the Member(s) receiving the Services. Notwithstanding anything contained hereinbefore, it is clarified that in the event the Services are being rendered to 2 (Two) Members residing under 1 (One) household, on death of 1 (One) Member, the Services shall continue for the other Member, until expiry/termination of this Agreement or the death of such Member.

11. Consequences of Cessation, Termination or Discontinuance

We shall not be liable to render any Services post termination, cessation or expiry of the membership.

12. Refunds

1. In case a Member wishes to terminate an annual Plan for any reason before expiry of the Term of membership as mentioned at the time of purchase of the Services or if renewed then the renewed period, then refund of any advance amounts will be made to the Member after withholding the subscription amount of the month of termination from the amount paid, at the prevailing rate, and the Member agrees and confirms the same.
2. However, where the amounts lying with Us pertain to a period of less than 1 month, then the entire amounts lying with Us shall stand forfeited and We shall not be liable for a refund of any amount to the Member.

13. Our Relationship with the Member

1. We will provide the Services to the Member as an independent service provider and not as an employee, agent, partner or in joint venture.
2. The Member shall have no right, power or authority to assume or to bind or to create any obligation on behalf of or in Our name or Our team member’s name, in any manner whatsoever.
3. The Member agrees and acknowledges that We reserve the right of admission of the Member and/or cancellation of membership of the Member, at Our sole discretion, for any reason whatsoever.
4. The Member shall ensure that the Next of Kin representative or emergency contact person (as specified and shared in the Membership Form or at the time of online registration) shall not transfer or otherwise assign his/her duties and obligations qua the Member and this membership, without prior written intimation to Us.

14. Indemnity

The Member hereby agrees and undertakes to indemnify us, our team members, our employees, our agents, and Our representatives from and against any and all claims, including third party claims, liabilities, and expenses including reasonable attorneys’ fees, resulting from any breach of the T&C and/or any breach of law in any material respect, by the Member or Next of Kin or family members of the Member.

15. Limitation of Liability

1. The Member understands that We have agreed to render Our Services to the Member under good faith and shall make best efforts to provide the Services which are safe, healthy and suitable to the needs of the Member and therefore, We shall not be liable for any special, indirect, consequential, or incidental damages, or hurt caused to the Member. Further, We shall not be liable for damages or loss of health, loss of material possession, or death of the Member arising out of or related to an act not attributable to Us and/or Our team member/affiliates/partners/service providers/Care Partners.
2. In any event, Our liability will not exceed the amount paid by the Member to Us in the last preceding quarter of the Term from the date such liability arose.
3. Saibaan may provide information regarding health/disease/nutrition/supplement/finance and other relevant areas via magazine, mails, articles or events. These should be treated for informational purposes only and expert advice should be sought before implementing the same by members. The Company shall not be liable for damages arising out of use of such information.

16. Notices

Any/all notices or consents will be given via registered speed post or short message service (SMS) or email of the Member (details of which have been shared at the time of Registration) and will be effective or deemed served on the first business day after being sent.

17. Jurisdiction and Governing Law

The Courts at Lahore shall have jurisdiction over the disputes relating to the membership, Membership Form, and these T&C.

The arrangement/membership and T&C shall be governed in accordance with the laws of Pakistan.

18. Point of Contact

At all times, We shall address Our communications, notices, correspondences etc. to the Subscriber Member having such details as are mentioned by the Member at the time of Registration. Any change in details shall be intimated to Us by the Member in writing failing which We shall not be liable for loss or non-receipt of the communication, notices, correspondences resulting in any losses or non-compliances.

19. Grievance Redressal Mechanism

Grievance Officer:

Any complaints, abuse or concerns with regards to the use, processing and disclosure of Information provided by you or breach of these terms or any applicable law should immediately be informed to the designated Grievance Officer at the email address below:

Email: admin@saibaancare.com

20. Modification of the Terms and Conditions

We reserve the right to update the terms and conditions for use of Services, Membership Fees and other charges at any time and same will be notified to the Member over email. Saibaan shall deem the T&C as an unequivocal and unconditional acceptance of such modifications if no objection is raised within 3 (Three) days of dispatch of the updated terms and conditions.

21. Severability

If any provision of these T&C (in whole or part) is held to be illegal, invalid or otherwise unenforceable, the other provisions shall remain in full force and effect.

22. Consent for Marketing

The Member and/or their representative agree, acknowledge and expressly consent that We can use their testimonials, pictures and videos on social media, brochures, websites or any other collateral for communication purposes.

23. Force Majeure

We shall not be liable, in any manner whatsoever, for any breach/default of the Services caused by circumstances beyond Our control including without limiting to any acts of God, pandemic, strikes, orders of authorities etc. Further, in case of a force majeure event, if We are unable to render any part of the Services, the same shall not be considered a breach or default on Our part and the future course of action shall be mutually decided between the Parties.

24. On-Boarding, Membership Form and T&C

It is hereby clarified that the On-Boarding form, online Registration Forms and these T&C (including all annexures to these T&C) comprise information, terms and conditions for accessing and using the Services and the specific commercials, details and understanding relating to the Services, Membership Fees, payment terms, Member details, term, complimentary and additional services etc. The T&C shall form part of the Registration/Onboarding Form (if signed), and shall be read in conformity with the same.

25. Survival

Neither the expiration nor termination of the Services shall affect such provisions of these T&C that by their very nature must survive such expiration or termination or which out of necessity must continue to have effect after such expiration or termination.

26. Data Privacy

Saibaan Care Limited (“Saibaan”/“We”/“Us”/“Our”) is committed to protecting the privacy and confidentiality of personal data belonging to our Members, including Elder Members, Subscriber Members, and Primary Next-of-Kin Members. This section sets out our obligations and your rights with respect to the collection, use, storage, sharing, and protection of personal data, in accordance with the applicable laws of Pakistan including the Personal Data Protection Act, 2023 (“PDPA”) and any other applicable data protection legislation.

1. Personal Data We Collect: In the course of providing the Services, We collect and process the following categories of personal data:
   1. Identity and contact details, including full name, date of birth, gender, postal address, telephone number, email address, and CNIC/passport number;
   2. Health and medical data, including medical history, diagnoses, prescriptions, clinical reports, medication records, and care preferences;
   3. Emergency contact and Next-of-Kin details;
   4. Financial data, including payment method and transaction records, to the extent necessary to process Membership Fees;
   5. Location data, including residential address and, where applicable, travel destination details provided by the Member; and
   6. App usage and device data generated when the Member accesses our mobile application. Where We collect health or medical data, which constitutes sensitive personal data under applicable law, We will seek the Member’s explicit consent prior to processing.
2. Purpose and Legal Basis for Processing: We collect and process personal data for the following purposes:
   1. To register the Member and activate the Services;
   2. To provide, manage, and coordinate healthcare, emergency response, safety, and all other Services forming part of the Member’s subscribed Care Plan;
   3. To communicate with the Member and their Primary Next-of-Kin regarding the Services, including sending invoices, updates, and service notifications;
   4. To share relevant data with authorized third-party service providers strictly on a need-to-know basis as necessary to deliver the Services;
   5. To maintain digital records of the Member’s clinical history for care continuity;
   6. For anonymized research and survey purposes, where the Member has provided separate consent; and
   7. To comply with applicable legal, regulatory, and judicial obligations. We will not process personal data for any purpose incompatible with those listed above without obtaining the Member’s prior consent.
3. Data Storage and Security: We store personal data on secure systems and implement appropriate technical and organizational measures to protect personal data against unauthorized access, disclosure, alteration, accidental loss, or destruction. These measures include access controls, data encryption where appropriate, and regular review of our data security practices. While We make every reasonable effort to safeguard personal data, no system of data transmission or storage can be guaranteed to be completely secure. In the event of a personal data breach that is likely to result in a risk to the rights and freedoms of Members, We will notify the relevant regulatory authority and affected Members in accordance with our obligations under applicable Pakistani law.
4. Sharing of Personal Data: We may share personal data with the following categories of recipients:
   1. Authorized third-party service providers (including healthcare professionals, nurses, physiotherapists, General Duty Assistants, ambulance services, and hospitals) engaged by Us to deliver Services to the Member, strictly on a need-to-know basis;
   2. The Member’s designated Primary Next-of-Kin, for the purposes of care coordination and emergency management;
   3. Regulatory and law enforcement authorities, where required by law, court order, or governmental authority; and
   4. Research partners, where the Member has provided separate and explicit consent, and only in an anonymized and non-identifiable form. We will not sell, rent, or otherwise commercially exploit personal data to any third party. All third-party recipients are required to maintain adequate data protection standards consistent with our obligations under applicable law.
5. Data Retention: We will retain personal data for as long as is necessary to fulfill the purposes for which it was collected, including for the duration of the Member’s active membership and for such additional period thereafter as may be required by applicable law, regulation, or legitimate business need (including to resolve disputes, enforce agreements, or respond to legal claims). Medical and clinical records may be retained for a minimum period of five (5) years following the cessation or termination of membership, unless a longer period is required under applicable healthcare regulations. Upon expiry of the applicable retention period, personal data will be securely deleted or anonymized.
6. Member’s Rights: Subject to applicable law, Members have the following rights with respect to their personal data:
   1. Right of Access – the right to request a copy of the personal data We hold about the Member;
   2. Right to Rectification – the right to request correction of any inaccurate or incomplete personal data;
   3. Right to Erasure – the right to request deletion of personal data where there is no longer a lawful basis for its processing (as further described in Clause 7(c) of these T&C);
   4. Right to Withdraw Consent – where processing is based on the Member’s consent, the right to withdraw that consent at any time, without affecting the lawfulness of prior processing;
   5. Right to Object – the right to object to processing of personal data for direct marketing or research purposes; and
   6. Right to Data Portability – where technically feasible and required by applicable law, the right to receive personal data in a structured, machine-readable format.

   To exercise any of the above rights, Members may submit a written request to Us at info@saibaancare.com. We will respond to all valid requests within thirty (30) days of receipt. The Member acknowledges that the exercise of certain rights, in particular the right to erasure or withdrawal of consent, may affect Our ability to continue rendering the Services.

7. Cookies and App Data: Our website (saibaancare.com) and mobile application may use cookies, session tokens, and similar tracking technologies to facilitate user authentication, improve functionality, and analyze usage patterns. App usage data, including login timestamps, feature interactions, and device identifiers, may be collected for the purposes of improving Service delivery and security monitoring. Members may manage cookie preferences through their browser or device settings. Disabling certain cookies or app permissions may affect the functionality of the Services.
8. Complaints and Regulatory Authority: If a Member has a concern or complaint regarding the manner in which We process personal data, the Member is encouraged to contact Our Grievance Officer in the first instance at admin@saibaancare.com (as set out in Clause 19). If the Member is not satisfied with Our response, the Member may lodge a complaint with the relevant data protection authority under Pakistani law. This right to complain does not prejudice any other legal rights or remedies available to the Member.

Annexure I: Services Provided under Saibaan Care Plans

Emergency Coordination

• 24 x 7 helpline to coordinate emergency support
• Emergency response protocol setup for the family
• Real-time coordination with family and regular updates

Healthcare Coordination

• Medical care and coordination helpline
• Scheduling & coordinating tests, check-ups, doctor appointments, home consultations, second opinions from specialists, and medicine delivery at discounted rates
• Accompanied visits for medical appointments
• Coordinated & monitored healthcare services at home (Nurse, Physiotherapist, etc.), and arranging medical equipment & devices for rent/purchase
• Organizing post-hospitalization care management, ICU, or chronic care at home
• Surgery/procedure planning
• Digitizing prescriptions, reports & updates

Safety and Security

• Home safety audit and fall-prevention plan
• KYC check of home attendants, staff & house help
• Support in implementation of smart safety and security measures (access control, monitoring, fall detection)

*Note: This is an indicative list of services. The actual scope of services may differ based on the specific plan and requirements of the family.