How we collect, use, and protect your personal and health data.
At Bitwell Tech, your privacy is our top priority. This Privacy Policy outlines how we collect, use, and protect your information when you use our product and services. By using the Bitwell Band website, Bitwell App, Bitwell Assis App, Bitwell Wristband, or the Bitwell Guardian facility platform, you agree to the terms outlined below.
We collect personal details such as your name, phone number, email, height and weight when you create an account or interact with our services. These are used solely for identification and emergency contact purposes.
The Bitwell Band collects biometric and movement data — heart rate, blood oxygen (SpO2), heart-rate variability, breathing rate, heart rhythm, a relative blood-pressure trend, movement, steadiness, sleep, wear time, possible falls, and emergency alerts — to monitor your health and well-being. This data is securely stored and used only to provide health monitoring, insights, and alert services.
Bitwell Assis App collects and stores chat history to enhance user experience and provide contextual responses. We do not share this data with third parties.
We may collect device-related data, such as IP addresses, device IDs, app and band firmware versions, and usage statistics, to improve the functionality and user experience of our app. When you sign in or sign up, we record the IP address used and the approximate location it points to (city, region, and country, looked up on our own servers). To protect accounts, we also record failed sign-in and verification attempts (with the IP address and the phone number or email tried) and any temporary block this causes.
When you interact in the Community section, we collect any user-generated content such as questions, comments, and discussions. This data is used to improve community engagement and may be shared with verified professionals or resources for providing accurate responses. We ensure that your privacy is maintained by anonymizing data where applicable.
Where your Facility uses the AI Call Agent, an automated assistant may call you to check in. We keep a written transcript of what is said on the call — both sides of it — along with anything the assistant recorded from your answers, any concern it raised, and how long the call lasted. We do not keep a recording of your voice. Audio is used to work out the words and is not stored by us afterwards.
From your band data we calculate insights such as the Deep Health Report, sleep, Stress balance (how hard your body has been working, from resting heart rate, heart-rate variability, breathing and sleep) and Mood & Routine (how much your daily routine — activity, sleep timing and regularity, rest — has changed compared with your own usual). These are calculated automatically, compare you only with your own past data, and describe changes. They are not a diagnosis or an assessment of your mental health, and no person reviews them to make decisions about you.
The Bitwell App may ask a few optional questions about how your day was (for example mood, energy, and calm, each on a 1–5 scale). Answering is entirely voluntary and nothing depends on it. If you answer, we store your answers with the date and the exact wording of the questions you saw, and use them only to show you an overview of your days alongside your band data.
We take your privacy seriously and employ industry-standard security measures, including encryption, secure servers, and access controls, to protect your information from unauthorized access, alteration, disclosure, or destruction.
We do not share your personal or health data with third parties unless:
When you accept a connection from a relative or caregiver in the Bitwell App, or accept a Facility's invitation (see Section 9), they can see your readings and the insights calculated from them — including your Deep Health Report, sleep, Stress balance, Mood & Routine, and an overview of any mood check-ins you have answered. You can remove a connection at any time, which stops further sharing.
A small number of authorised Bitwell staff can view account and health data to troubleshoot problems and keep the service working safely. Every such access is recorded in an audit log.
When you make a purchase through our website, we collect your name, email address, and phone number. Payment transactions are processed securely through Razorpay, our payment gateway partner. We do not store any credit card, debit card, or banking details on our servers.
We retain payment-related information (name, email, phone, and payment ID) until the product is delivered to you plus an additional 1 year for warranty, support, and legal compliance purposes. After this period, the data will be securely deleted unless required by law.
All payment card details and sensitive financial information are handled directly by Razorpay and are subject to their privacy policy. We recommend reviewing Razorpay's privacy practices at razorpay.com/privacy.
Our services may integrate with third-party applications (such as cloud storage providers or emergency services). These services have their own privacy policies, and we recommend reviewing them for more details.
The short summary paragraph at the top of your Deep Health Report is written by Google (Gemini), which receives your first name and the report's calculated numbers (for example your resting heart rate and how it compares with your usual) for that purpose only. If the service is unavailable, a fixed template is used instead.
To hold a spoken conversation, a voice check-in call passes through two services. Sarvam AI turns your speech into text and the assistant's replies into speech; audio is sent to them for that purpose. Google (Gemini) receives the text of the conversation to work out what the assistant should say next. Both act as processors for this purpose only. Neither is sent your name, phone number, or medical record — only the words of the call and the context needed to hold it.
We retain your data for as long as necessary to provide the services and meet legal obligations. Upon request, we can delete your data, except for instances where retention is required for legal purposes.
Call transcripts and anything the assistant has learned about you are retained on the same basis. Requests to remove them are handled individually and reviewed before anything is deleted, because a call record may be the only account of a concern raised about someone's health.
Our services are not intended for children under 13. We do not knowingly collect personal information from children without parental consent. If we discover such data, it will be deleted immediately.
To exercise any of these rights, please contact us at founders@bitwell.tech.
Bitwell Guardian is our facility-facing platform that allows care homes, assisted-living facilities, and elder-care providers ("Facilities") to monitor the health and safety of consenting Bitwell users ("Residents"). This section explains how data is handled specifically within Guardian and applies in addition to the rest of this Policy.
It covers (i) Facilities and their authorised staff members who hold Guardian accounts, and (ii) Bitwell users who have chosen to be monitored by a Facility. Guardian accounts are created for professional care use, not consumer use.
The Facility acts as the party responsible (data controller) for the Residents it monitors and for how its staff use Resident data. Bitwell Tech operates the platform and processes this data on the Facility's behalf (data processor), strictly to provide the monitoring, alerting, and care-coordination services. Bitwell does not use Resident health data for its own independent purposes.
A Facility cannot see a Resident's data until the Resident explicitly accepts that Facility's invitation from within the Bitwell App. No vitals, activity, location-of-status, fall, or other health data is shared with a Facility before the Resident accepts. Until acceptance, an invited person appears to the Facility only by the contact identifier used to invite them (e.g. phone number), with no health information. A Resident may at any time decline, disconnect, or block a Facility from the Bitwell App, which immediately stops further data sharing with that Facility.
Once a Resident accepts, the Facility can see the same readings and insights described in Section 4 (People You Choose to Connect), including Stress balance and Mood & Routine.
For staff members we store account details (name, email, role, and permission settings) and maintain audit logs of significant actions taken in the platform for security and accountability. These audit logs are retained for a limited period and then automatically deleted.
Facilities may connect their own approved systems to Guardian using read-only API keys and webhooks to receive the data of their consenting Residents. Access to more sensitive raw sensor data is additionally restricted and made available only under a confidentiality (non-disclosure) agreement. Facilities are contractually required to use this data only for legitimate care purposes and to protect it appropriately.
Staff, users, and relatives may optionally link a Telegram account to receive alerts and notifications. If you link Telegram, we store the identifier needed to deliver messages to you and the notification content we send. You can unlink Telegram at any time to stop these messages.
Facilities may enable an automated assistant that telephones Residents for routine check-ins. It is switched off by default and is enabled per Facility by Bitwell.
Consent. The Facility confirms that a Resident has agreed to receive these calls before any are made, and that confirmation is recorded against the Resident with the date and the name of the staff member who gave it. The assistant states plainly at the start of every call that it is automated. A Resident may ask to speak to a person at any point and the assistant will hand over.
What it remembers. The assistant records standing facts a Resident tells it — for example that they take no medication — so it does not ask the same question on every call. Facility staff can see, correct, or delete anything it has recorded, and a Resident may ask their Facility to do so.
What it will not do. The assistant does not diagnose, interpret readings, or advise on medication. If a Resident mentions a symptom, distress, or anything that sounds like it needs attention, it raises this to Facility staff rather than acting on it. Transcripts and anything noted are visible to staff at the Resident's Facility, which is the purpose of the call.
For Facilities on a paid plan, we process billing based on usage (the number of connected Residents monitored). Payments are handled securely through Razorpay; we do not store card or banking details. See Section 4 for how payment data is handled.
We reserve the right to update this policy from time to time. Any changes will be posted on this page with the updated effective date, and we may also tell you about important changes in the Bitwell App. Your continued use of our services signifies your acceptance of these changes.
Email: founders@bitwell.tech
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