Legal

Privacy Policy

Sukoon — a platform of Shivaura Wellness Private Limited. This Policy explains what information we collect, why we collect it, how it may be used, with whom it may be shared, and the choices available to you.

Last updated: August 3, 2026

This Privacy Policy ("Policy") explains how Shivaura Wellness Private Limited ("Sukoon", "Company", "we", "our", "us") collects, uses, stores, processes, shares, protects and otherwise handles information obtained through the Sukoon mobile application,www.trysukoon.app, www.trysukoon.in, and all related products, services, content and communication channels (together, the "Platform").

At Sukoon, we operate an emotional support platform that connects individuals seeking meaningful conversation with independent listeners, and we understand that privacy is central to that experience. By accessing, browsing, registering on, downloading or otherwise using the Platform, you acknowledge that you have read, understood and agreed to this Policy and consent to the collection, processing, storage, disclosure and use of your information as described here. If you do not agree, please discontinue use of the Platform immediately. This Policy forms an integral part of the Terms and Conditions governing use of the Platform, and capitalised terms not defined here take the meaning assigned to them there.

01

About Sukoon

Sukoon is owned and operated by Shivaura Wellness Private Limited, a company incorporated in India. The Platform enables Users to communicate with independent Listeners for emotional support through chat, audio calls and video calls, in a space designed to feel safe for conversation and emotional expression.

Sukoon is, however, only a technology platform facilitating communication between Users and Listeners. It does not provide medical treatment, psychiatric care, psychotherapy, counselling, diagnosis, crisis intervention, emergency response, legal advice or financial advice. Opinions expressed during conversations belong solely to the individual participants and should not be treated as advice or recommendations from the Company.

02

Company Details & Grievance Officer

Shivaura Wellness Private Limited — Registered Office: 501, Synergy Space, Opp. Aashka Hospital, Sargasan, Gandhinagar, Gujarat – 382421, India.

Website: www.trysukoon.app / www.trysukoon.in
Support Email: trysukoon205@gmail.com — the same address also serves as our Grievance Officer contact for any questions, concerns or complaints relating to this Policy.

03

Who This Policy Covers

This Policy applies to every individual who accesses or interacts with the Platform in any capacity — visitors, registered Users, Listeners, prospective Listeners and applicants, business partners, service providers, and anyone else who provides information to us through the Platform or otherwise communicates with us. It governs information collected through the mobile application, our websites, customer support interactions, promotional campaigns, interviews, onboarding, surveys, contests and social media interactions.

04

Eligibility & Children's Privacy

The Platform is intended exclusively for individuals who are at least eighteen (18) years of age. By using the Platform, you represent that you are legally competent to enter into binding agreements and that you meet this minimum age requirement.

We do not knowingly collect information from minors. If we become aware that information relating to an individual below eighteen has been collected, we reserve the right, without prior notice, to suspend or terminate the relevant account and remove such information from our systems to the extent reasonably practicable. Parents or guardians who believe a minor's information has been submitted to the Platform may contact us so appropriate action can be taken.

05

Information We Collect

The information we collect depends on how you interact with the Platform. Some is voluntarily provided by you; other information is collected automatically.

  • Provided by you: name, mobile number, email address, age, gender, preferred language, city, state, profile information, account credentials, photographs, introductory videos, identity verification details where required, payment-related information, communication preferences and any other information you choose to share.
  • Listener onboarding: if you register as a Listener, we may collect additional information reasonably necessary for onboarding, verification, compliance, quality assurance, payouts, safety and taxation — including government-issued identification, banking details, payment preferences, qualifications, language preferences, profile descriptions, availability, interview records, performance information, ratings and earnings.
  • Collected automatically: session duration, communication history, recharge and wallet activity, promotional benefits used, support requests, complaint records, ratings and reviews, technical logs, device information, approximate location, browser details, operating system, IP address, application version and diagnostic information generated through normal use of the Platform.
  • From third parties: we may receive information from payment gateways, verification partners, analytics providers, advertising partners and fraud-prevention systems to help us verify identities, process payments, secure the Platform and comply with legal obligations.

Information from different sources may be combined to improve the quality, safety and functionality of the Platform.

06

How We Use Your Information

We use your information for legitimate business, operational, security and legal purposes: to establish and maintain your account, verify identity, facilitate communication between Users and Listeners, process transactions and wallet balances, provide support, personalise your experience, detect and prevent fraud, investigate complaints, enforce our contractual rights, run internal audits and analytics, improve security, develop new features, conduct research, and comply with legal obligations while protecting the rights and safety of the Company, Users, Listeners and third parties.

We may also send service updates, account notifications, security alerts, policy changes and promotional communications, subject to any preferences you can manage under applicable law. Aggregated or anonymised data that does not identify any individual may separately be used for research, business planning and product development.

07

Chats, Calls & Recordings

Sukoon facilitates conversations between Users and independent Listeners through chat, audio calls and video calls. To maintain the quality, safety and integrity of the Platform, certain communications may be monitored, reviewed or recorded with your knowledge and consent, or as otherwise permitted by law. Such recordings may be used for quality assurance, listener training, dispute resolution, fraud detection, investigation of complaints, compliance with legal obligations, security monitoring and enforcement of our Terms.

We do not routinely monitor every communication in real time and cannot guarantee the accuracy, truthfulness or appropriateness of statements made by Users or Listeners; opinions expressed are solely those of the participants. To protect the integrity of the Platform, sharing personal contact information — phone numbers, email addresses, social media handles or messaging identifiers — to facilitate communication outside the Platform is prohibited, and we reserve the right to investigate or restrict accounts where such conduct is detected or reasonably suspected.

08

Disclosure & Sharing of Information

We do not sell, rent or trade your personal information for third parties' independent marketing purposes. To operate the Platform and comply with legal obligations, information may be shared with:

  • Internal personnel: employees, consultants, affiliates, auditors and legal advisors, on a need-to-know basis.
  • Service providers: hosting, payment processing, support, analytics, communication and fraud-prevention vendors, who may process information only as we instruct.
  • Payment partners: payment gateways and banks, whose own privacy practices govern that processing and are outside our control.
  • Legal & regulatory bodies: where disclosure is necessary to comply with law, court orders or regulatory requests, or to investigate fraud, cybercrime or violations of our Terms.
  • Business transfers: in a merger, acquisition or sale of assets, information may transfer to the successor, bound by obligations similar to this Policy.

We may also disclose aggregated or anonymised information that does not identify any individual, for research or business purposes.

09

Payments & Wallet

Paid services are processed through independent payment gateways, banks or authorised aggregators. We collect transaction identifiers, payment status, recharge value, refund status and invoice information needed to complete each transaction, but do not intentionally store complete card numbers, CVV or banking passwords on our own servers — that data is handled directly by our payment providers.

Wallet balances and promotional credits are non-transferable, carry no cash value outside the Platform, and may expire (unused balances typically after six months) per our policies. Recharges are generally non-refundable; refunds are considered at our discretion only in exceptional cases such as duplicate payments or technical failures attributable to the Platform, or where required by law.

10

Cookies, Analytics & Similar Technologies

When you visit our websites or use certain Platform features, we and our authorised service providers may use cookies, SDKs, pixels, local storage, APIs and device identifiers to improve functionality, understand user behaviour, maintain security and enhance experience — for example, recognising returning users, remembering preferences, maintaining login sessions, measuring campaign effectiveness and detecting fraud. Third-party analytics providers may separately collect limited technical information such as device characteristics, app usage and crash reports, governed by their own policies. Most browsers let you manage or disable cookies, though this may affect the availability of certain features.

11

Data Retention & Security

We retain personal information only as long as reasonably necessary for the purposes in this Policy, or as required for legal, accounting, fraud-prevention or dispute-resolution purposes — even after an account is suspended, deleted or terminated. Once no longer required, information is securely deleted, anonymised or disposed of.

We apply commercially reasonable administrative, technical and organisational safeguards — encryption, access controls, authentication, firewalls and monitoring — but no method of electronic transmission or storage can be guaranteed completely secure, and use of the Platform involves inherent risk. You are responsible for keeping your login credentials, OTPs and devices confidential; activity under an authenticated account is generally presumed to be authorised by that account holder unless proven otherwise.

12

Your Responsibilities Regarding Personal Information

You are responsible for ensuring the information you provide is accurate, complete and lawful, and agree not to upload or disclose another individual's personal information without their permission. You further agree not to misuse the Platform for identity theft, impersonation, unauthorised data collection, stalking, harassment or phishing. Where you voluntarily disclose personal information to another User or Listener during a conversation, that disclosure is entirely at your own discretion and risk — we cannot control how another individual may subsequently use or share information voluntarily shared during conversations, so we encourage caution before sharing sensitive personal, financial, medical or legal details.

13

Your Rights Regarding Your Information

Subject to applicable law, you may request access to information linked to your account, correction of inaccurate information, withdrawal of consent, deletion of certain information, or closure of your account, by contacting our support channels or Grievance Officer. We may verify your identity first, and some information may still be retained where legally required — so a deletion request does not necessarily mean immediate removal of all associated records.

14

Account Deletion

You may request deletion of your account using the in-app deletion feature, where available, or by contacting our support team. On receiving a valid request, we may deactivate or remove your account within a reasonable period, subject to verification and applicable law. Certain information may still be retained for legal compliance, fraud prevention, investigation of complaints or dispute resolution. Deletion may result in permanent loss of access to wallet balances, conversation history, preferences and rewards, and does not automatically end any ongoing legal proceedings, contractual obligations or payment liabilities that arose before deletion.

For the step-by-step process, see our Delete Account & Data Removal page.

15

Third-Party Services & Links

The Platform may integrate with or link to third-party websites, payment gateways, communication tools, analytics providers, cloud infrastructure or social media platforms for operational convenience. These services operate independently, under their own privacy practices and terms. We neither own nor control their privacy or security standards and, to the extent permitted by law, are not responsible for any act, omission or loss arising from your interactions with them. We encourage you to review their privacy policies independently before sharing any personal information with them.

16

International Data Processing

In operating the Platform, information may be processed, stored or accessed through cloud infrastructure or service providers located outside your state or country of residence. By using the Platform, you consent to such transfer, storage or processing where reasonably necessary for providing services, maintaining functionality, security, disaster recovery, business continuity or legal compliance, subject to applicable safeguards. We aim to apply reasonable contractual, technical and organisational measures for cross-border transfers, while acknowledging that privacy laws differ between jurisdictions.

17

Confidentiality of Conversations & Service Disclaimer

Sukoon encourages respectful, confidential conversations, but cannot guarantee complete confidentiality of what participants voluntarily disclose to each other; each participant remains responsible for what they choose to share and any decisions made based on it.

Sukoon does not diagnose, treat or cure any physical or mental health condition, and nothing on the Platform is medical, psychiatric, legal or financial advice. Listeners are independent individuals sharing personal experience; we neither endorse nor guarantee their qualifications or advice. If you face a medical or psychiatric emergency, suicidal thoughts, or need urgent professional help, please contact emergency services immediately — Sukoon is not an emergency response service.

18

Limitation of Liability

To the fullest extent permitted by law, the Company is not liable for direct, indirect, incidental, consequential or special damages arising from the collection, processing, storage, transmission or use of information through the Platform — including unauthorised access, cyberattacks, system failures, internet disruptions, third-party acts, user or listener conduct, or payment gateway failures beyond our reasonable control. Use of the Platform is undertaken voluntarily and at your own risk, and nothing here excludes liability where such exclusion is prohibited by applicable law.

19

Changes to This Policy

We may modify, update or replace this Privacy Policy at any time to reflect changes in law, business operations, technology, security practices or Platform functionality. Updated versions take effect on publication unless otherwise specified, and continued use of the Platform after an update constitutes acceptance of the revised Policy. We encourage you to review this Policy periodically to stay informed about how your information is handled.

20

Governing Law

This Policy is governed by and construed in accordance with the laws of India. Any dispute arising out of or relating to it shall be subject to the dispute-resolution mechanism provided in our Terms and Conditions, and, subject to that, the courts at Gandhinagar, Gujarat shall have exclusive jurisdiction over matters arising from this Policy.