Privacy Policy, Terms of Use
and Medical Disclaimer

1. Who we are and what this covers

Eldivo is operated by Jason Wong, an individual developer, of No. 123, Jalan Permata 1/KS09, Pusat Perniagaan Bandar Bestari, Taman Perindustrian Air Hitam, 42000 Klang, Selangor, Malaysia. There is no company behind Eldivo, and no EU/UK representative has been appointed. No data protection officer has been appointed yet; we will appoint one when the Personal Data Protection Act 2010 requires it, and give their contact details here. Our contact point for privacy questions is support@eldivo.app.

Eldivo holds health information about a person who is usually not the one using the App. This policy is about them as much as about you.

2. Our role and yours

For your own account information (your name, email, sign-in records, devices, notification settings and support correspondence) we are the controller.

For the care record you create about an elder (readings, medicines, appointments, tasks, journal entries, messages and documents) you and your care circle decide what is recorded and who sees it. As between us, you act as the controller of that information and we process it on your behalf, under this policy and our terms, and we do not use it for our own purposes.

Whatever that allocation, the person the record is about has rights under data protection law, and we will honour them. Contact us at support@eldivo.app.

3. What we collect

Account and identity. Your name, email address, authentication identifiers, and the times you signed in. If you sign in with Google, Google tells us the name, email address and profile photo on your Google account.

Care circle. The people in each circle, their roles and the permissions granted to each.

About each elder. Name, photograph, date of birth where you give it, allergies, dietary needs and restrictions, doctor, hospital, emergency contacts.

Health and care records. Readings such as blood pressure, blood glucose, oxygen saturation, weight, heart rate and temperature; medicines and administration records; appointments; care tasks; journal entries; food records and the health intake interview.

Documents. Anything you upload (prescriptions, letters, results, photographs of documents) and its filename and type.

Originals. When a record is read by the AI from a photograph or document and the original is kept in Records, we store a link between the record and the pages it was read from, so the record can show its Original document.

Messages. Messages in the family thread and their photos, voice notes and videos, and a record of which messages each member has opened (see section 7).

Provenance. Who recorded each item and when. This is part of the record and cannot be edited away.

AI inputs. The text, voice recordings, photographs and documents you submit to the AI features.

Change history. When a record is added, changed or deleted, an audit entry keeps who did it, when, and what the record said before and after.

Devices and notifications. For each device on which you allow notifications, its push token and whether it is an Android or Apple device; and your notification settings.

AI usage. Which AI feature each user ran, for which elder, when, and how much it cost us, so that we can keep the cost under control and spot abuse. This record does not contain what was sent to the AI.

Technical data. Error records from our server functions, and security logs. We log the type of an error, not the contents of your record. The App contains no crash-reporting or analytics software.

The emergency screen reads which country your mobile network is in, to choose the right emergency number. That stays on your phone and is not sent to us.

We do not collect payment information during the pilot, and we do not use advertising identifiers or third-party advertising or analytics trackers.

4. Sensitive data, and our lawful basis

Most of what the App holds is health data: a special category of personal data under the UK and EU GDPR, sensitive personal data under the Malaysian Personal Data Protection Act 2010 (PDPA), and sensitive information under other laws. We treat all of it as sensitive.

Where the UK or EU GDPR applies, we rely on:

• Article 6(1)(b), performance of our contract with you, to provide the App to you;
• Article 6(1)(f), our legitimate interests, to keep the App secure, prevent abuse, and improve reliability, balanced against your rights;
• Article 6(1)(c), legal obligation, where the law requires us to retain or disclose something; and
• for health data, Article 9(2)(a), explicit consent, given by you when you set up a care record and, where the elder has capacity, given by or on behalf of the elder, or Article 9(2)(c) where processing is necessary to protect someone's vital interests.

Where the Malaysian PDPA applies, we process personal data with your consent and, for sensitive personal data such as health information, with your explicit consent, for the purposes described in this policy. Before you can use the App, it asks for that explicit consent separately from your agreement to the Terms of Use: a box of its own, which nobody has ticked for you, and which must be ticked before you can continue. We record when you gave it. For information about an elder, we rely on the consent or authority you confirm you hold under section 5 of our Terms of Use. Where other laws apply, we rely on the equivalent basis available under them.

You may withdraw consent at any time by deleting the record or your account. Withdrawal does not affect processing already carried out.

5. How we use it

We use the information to: operate the App and show each care-circle member what they are permitted to see; run the AI features you invoke; send the notifications you allow (section 8); count unread messages; keep a history of changes to the record; keep the cost of the AI features under control; keep the service secure and investigate abuse; diagnose faults; comply with law; and respond to you when you contact support.

We do not sell personal information. We do not share it for cross-context behavioural advertising. We do not profile anyone for marketing. Eldivo does not diagnose, does not interpret a reading, and does not recommend treatment or dosage.

6. The AI, and what is sent

When you use voice, photo, PDF, the assistant, the food features or the health intake, that content is sent to Google's Gemini models through Eldivo's own server function, which holds the API key. Your device never talks to Google directly for these features.

The server function rebuilds what you are permitted to see from the database on each request, so the AI is never given information about an elder that you could not already open yourself. The assistant is also given the recent messages from the family thread about that elder, so it can answer "what did my sister say about the appointment?", which means those messages are sent to Google as part of the request, in the same way a photo or a question is. Pictures of suggested meals are also made by a Gemini model, from the recipe.

The AI can read and draft. It cannot write to the record. Every extraction is shown to you and saved only when you confirm it.

Our AI provider processes this content to return a response to us. Under our current terms with that provider for paid API use, prompts and responses are not used to train its models, and are retained only briefly for abuse monitoring and service operation. Provider terms can change; we will update this policy if our provider or its terms change materially. Google's own handling is described at https://ai.google.dev/gemini-api/terms.

Do not put into the AI features anything you would not want processed by a third-party provider outside your country.

7. Messages between your family

The thread about an elder is one conversation shared by everyone on their care circle. It is not a private message between two people, and anyone added to that circle can read everything in it, including what was said before they joined. Messages and their photos, voice notes and videos are encrypted in transit and at rest, and attachments are reachable only through short-lived signed links. They are NOT end-to-end encrypted: the Eldivo server can read them, which is what allows the assistant to answer questions about them. Removing a message hides it from the thread rather than erasing what others have already read, or a notification they have already received.

The App records which messages each member has opened. Everyone on the care circle can see who has read a message (the "Read by" list), and the same record is used to count unread messages for the number shown in the App and on the app icon.

8. Notifications on your phone and its lock screen

If you allow notifications, Eldivo sends them through Google Firebase Cloud Messaging, a Google service that delivers notifications to phones. On an Apple device, Google hands them to Apple's push notification service. The content of each notification passes through Google (and, on an Apple device, Apple) on its way to your phone.

What a notification contains:

• Family messages: the elder's name, the name of the person who wrote, and the text of the message (up to its first 300 characters), or "Photo", "Voice message" or "Video" for an attachment, and the number of unread messages.
• New health readings: the elder's name, the type of reading, its value and unit, who recorded it and when.
• If you turn off "Show details in notifications", a family message notification says only who wrote ("New message from Eunice") and a reading notification says only what kind of reading was recorded, by whom and when, without the value. You read the rest in the App. This switch is on unless you turn it off.
• Reminders: the elder's name with an appointment time, a care task that is due or overdue, or an invitation to a care circle.

Notifications about messages and readings go only to members of that elder's care circle who can already see that message or reading in the App, and never to the person who wrote it.

Your phone may show notifications on its lock screen, where anyone who can see the phone can read them without unlocking it. If that matters to you or to the person you care for, turn off what you do not want in Eldivo under Settings, then Notifications, where Family messages and New health readings each have their own switch, "Show details in notifications" keeps message text and reading values off the notification, and one switch turns every notification off; or use your phone's own settings to hide notification content on the lock screen. Turning Eldivo's notifications off in your phone's settings also stops them.

Google processes notification content to deliver it, under its own terms for Firebase. We do not control how long Google or Apple keep delivery records, or how your phone stores a notification it has shown.

9. Who else we share with, where your data is kept, and international transfers

Our service providers are:

• Supabase: our database, authentication, file storage and server-function host. Data is stored in its Singapore (ap-southeast-1) region.
• Google: the Gemini AI models described in section 6, Firebase Cloud Messaging for notifications (section 8), and Google Sign-In if you choose to use it.
• Apple: only to deliver notifications to an Apple device, where Eldivo runs on one.

Nothing else receives your information from us.

We also share information: with the members of your care circle, as you have permitted; with professional advisers under confidentiality; with a buyer or successor if the App is transferred, on notice to you; and with authorities where we are legally required to, which we will tell you about unless we are prohibited from doing so. A PDF report you export is created on your phone; once you save or share it, where it goes is in your hands, not ours.

The database and uploaded documents are held in a Supabase project in Singapore (ap-southeast-1). Documents are kept in private storage and are reachable only through short-lived signed links issued to someone who already has permission to see them. AI requests and notifications are processed by Google on infrastructure that may be outside your country, including in the United States.

Storing data in Singapore and processing it through Google are transfers of personal data out of Malaysia. Under section 129 of the PDPA, as amended in 2024, we rely on the place it goes to having a law substantially similar to the PDPA or ensuring an adequate level of protection, on the contractual commitments our providers make about how they handle data, on the transfer being necessary to provide the App you asked for, and, where needed, on your consent, which you give by agreeing to this policy.

Where personal data is transferred out of the UK, the EEA or another jurisdiction with transfer restrictions, we rely on the appropriate safeguards available, including the European Commission's Standard Contractual Clauses and the UK International Data Transfer Addendum, together with a transfer risk assessment. You may request a copy of the relevant safeguards at support@eldivo.app.

10. Security

Access is enforced by the database itself through Row Level Security, not by hiding buttons: a request for something you were not granted returns nothing, whatever the App asks for. No family's data is visible to another family.

Data is encrypted in transit (TLS) and at rest by our infrastructure provider. Documents are private by default and stay invisible until a Family Admin deliberately shares them. Signed document links are short-lived and are never written to our logs. Our error logs record the type of a failure, not the contents of a record. The keys that let our server functions reach the AI provider and the notification service are held on the server, never in the App.

No system is perfectly secure. If a personal data breach occurs, we will notify the Personal Data Protection Commissioner as soon as practicable and within 72 hours of becoming aware of it where the PDPA requires it, and will notify affected users without unnecessary delay, and no later than 7 days after notifying the Commissioner, where the breach is likely to cause significant harm. Because almost everything in Eldivo is health data, we expect most breaches to be of that kind. Where the GDPR applies, we will notify the relevant supervisory authority within 72 hours. We will tell you what happened, what information was involved, what we have done, and what you can do.

You play a part too: keep your device locked, use your own account, grant only the access each member needs, and decide what you want shown on your lock screen (section 8).

11. How long we keep it, and deleting your account

We keep care records for as long as the care circle exists and you choose to keep them. You can delete an individual entry, a document, an elder record, or the entire family record at any time from within the App.

The food diary is the exception, and it is deliberate. Meals, and the photographs they were checked from, are kept for 30 days and are then deleted automatically, together with the photograph. A food diary is a working record rather than an archive, and the safest place for a photograph of somebody's kitchen is not existing. The Food tab says so on the screen. Save anything you want to keep before it goes.

To delete your account, open Settings, then Delete account. If you cannot open the App, email support@eldivo.app from the address you signed up with, with the subject "Delete my Eldivo account", and we will delete it within 30 days.

Deleting your account ends your login at once and removes your name, email address and photo, your access to every care circle, your notification settings and the devices registered to receive reminders. The elder's care record is not deleted with you: it belongs to the family, and other members rely on it. Readings, medicines, messages and other entries you made stay in it, attributed to a former member rather than to you, and an invitation a family sent to your address stays in that family's record. If you are the only Family Admin you will be asked to hand that role over first, so a family is never locked out of its own records. A Family Admin can instead delete the entire family record, which removes all of it.

When you delete, the rows and the stored files are removed from the live system. Residual copies persist in encrypted backups and are overwritten within 30 days. Security and audit logs are kept for 12 months. We may keep information for longer where the law requires it, or where it is needed to establish, exercise or defend legal claims. A notification already shown on someone's phone stays there until they clear it; deleting something in Eldivo cannot reach it.

If your account is inactive for 24 months, we may contact you and then delete it.

12. Your rights

Subject to the law that applies to you, you may ask us to: access a copy of the personal data we hold; correct it; delete it; restrict or object to processing; provide it in a portable format, or send it to another controller of your choice where that is technically feasible; and withdraw consent. You may also ask us not to make solely automated decisions with legal or similarly significant effects. We do not make such decisions.

Most of these you can do yourself in the App, and you can export an elder's readings as a PDF report at any time. For anything else, write to support@eldivo.app. We will respond within one month, or sooner where the law requires it (for a data access request under the Malaysian PDPA, within 21 days). We do not charge for this unless a request is manifestly unfounded or excessive.

If you are in Malaysia, you have the rights the PDPA gives you, including access, correction, withdrawal of consent, preventing processing likely to cause damage or distress, and, since the 2024 amendments, data portability. You may complain to the Personal Data Protection Commissioner (Jabatan Perlindungan Data Peribadi, JPDP).

If you are in the EU or UK, you may complain to your supervisory authority; in the UK, the Information Commissioner's Office.

If you are in Singapore, you may contact the Personal Data Protection Commission.

If you are in California, you have rights to know, delete, correct and to limit the use of sensitive personal information, and a right not to be discriminated against for exercising them. We do not sell or share personal information as those terms are defined by the CCPA/CPRA.

If you are in Washington State or Nevada, the health data held in the App is consumer health data, and you have rights to access and delete it and to withdraw consent to its collection and sharing.

If you are in Australia, you may complain to the Office of the Australian Information Commissioner.

If the request concerns the elder rather than you, contact us and tell us your relationship and authority, and we will deal with it under the law that applies.

13. Children

The App is for adults. We do not knowingly collect personal data from anyone under 18 as a user. If you believe a child has created an account, tell us at support@eldivo.app and we will delete it.

14. Automated decision-making

The App does not make automated decisions that produce legal effects or similarly significant effects about anyone. AI output is proposed to a person, who decides.

15. Changes to this policy

We may update this policy. If a change materially affects how we handle your information, we will notify you in the App or by email before it takes effect. The "last updated" date above always shows the current version, and previous versions are available on request.

16. Contact and complaints

Jason Wong, an individual developer. No. 123, Jalan Permata 1/KS09, Pusat Perniagaan Bandar Bestari, Taman Perindustrian Air Hitam, 42000 Klang, Selangor, Malaysia. Privacy questions and rights requests: support@eldivo.app.

If you are not satisfied with our response, you may complain to the supervisory authority in your country; see section 12.

1. These terms are an agreement

Eldivo is operated by Jason Wong, an individual developer, of No. 123, Jalan Permata 1/KS09, Pusat Perniagaan Bandar Bestari, Taman Perindustrian Air Hitam, 42000 Klang, Selangor, Malaysia ("Eldivo", "we", "us"). Eldivo is not a company: it is built and run by one person. These Terms of Use, together with the Privacy Policy and the Medical Disclaimer, form a binding agreement between you and us and govern your use of the Eldivo mobile application and any related services (the "App").

Before you can use the App, it shows you these three documents and asks you to tap "I agree", whether you created your account with an email address or by signing in with Google. We record which version you agreed to and when. When we change these documents in a way that matters, the App asks you again. If you do not accept them, do not use the App.

Please read section 3 (what Eldivo is not), section 4 (emergencies), section 7 (the AI features) and sections 14 to 17 (disclaimers, the limits on our liability, your indemnity, and how disputes are handled) with particular care. They affect what you can claim from us, and they are written in plain words on purpose.

2. Eligibility and your account

You must be at least 18 years old and have the legal capacity to enter into a contract. The App is not offered to children, and we do not knowingly allow anyone under 18 to create an account. If you use the App to keep a record about another person, you must also have the authority described in section 5.

Use your own account and your own email address. Do not share a login. Who recorded what, and when, is part of the care record, and a shared login makes that record untrue and unusable for the purpose families rely on it for.

You are responsible for keeping your device secure and your credentials confidential. Anyone holding an unlocked device with the App open has whatever access you have, and anyone who can see your phone may be able to read notifications on its lock screen (see the Privacy Policy). Tell us promptly at support@eldivo.app if you believe your account has been accessed by someone else.

3. What Eldivo is, and what it is not

Eldivo is a shared record and a coordination tool for families and carers looking after an older person. It helps you write things down, keep them in one place, and share them with the people who need them. That is its intended purpose, and the only one.

Eldivo is not a medical device. It is not intended to be used for the diagnosis, prevention, monitoring, treatment or alleviation of any disease, injury or condition, and it is not intended to replace the judgement of a qualified health professional. It does not interpret measurements as a clinician would, it does not monitor anyone, and it does not raise alarms. Where a lab report's own reference range is shown beside a value, the App is repeating what the report says, not judging it. It has not been assessed, registered or approved by any medicines or medical-devices regulator anywhere in the world, including Malaysia's Medical Device Authority and the equivalent regulator in any other country where Eldivo is used.

Eldivo is not a healthcare provider and does not practise medicine, pharmacy, nursing or dietetics. Using it does not create a doctor-patient, nurse-patient, pharmacist-patient or any other professional relationship between you and us. Nobody at Eldivo reviews the records you keep, or watches them for anything that needs attention.

Eldivo is not an emergency service. See section 4.

Nothing in the App replaces a doctor, a pharmacist, a nurse, a dietitian or an emergency service, and nothing in it should delay you contacting one. Always seek the advice of a qualified health professional with any question about a medical condition, a medicine or a symptom. Never disregard professional advice, or delay seeking it, because of something you read in the App.

The Medical Disclaimer forms part of these terms.

4. In an emergency

Do not use Eldivo in an emergency. Call your local emergency number. In Malaysia, that is 999, or 112 from a mobile phone.

The App does not monitor anyone, does not detect emergencies, and does not notify anybody on your behalf. A message in the family chat is not a way to call for help: nobody may see it in time, and nobody at Eldivo reads it. The call buttons on the emergency screen only open your phone's dialler with a number filled in. The call is made by you, your phone and your network, not by Eldivo. If the number shown is not right for where you are, dial the right one.

Notifications and reminders may be delayed, suppressed by your device, or not delivered at all, and must never be relied on for anything time-critical, including medication timing.

5. Recording information about another person

The App exists to hold information about a person who is usually not the one using it. That places obligations on you, and you accept them by using it.

You confirm that, for each person whose information you record, upload, share with your care circle or send to the AI features, you either:

• (a) are that person, or
• (b) have that person's consent, or
• (c) hold lawful authority to act for them and to handle their health information, for example as a guardian, a donee or attorney under a power of attorney, a committee or other person appointed by a court, or another authority recognised in your jurisdiction.

You are responsible for telling that person what is recorded about them, to the extent they can understand it, and for respecting their wishes about who may see it. Record what helps you care for them, and no more. Invite only people who have a genuine part in that care, and grant each of them only the areas they need.

Where a person has capacity and objects to information about them being kept in the App, you must stop and remove it.

You are responsible for the accuracy of what you record and of everything you confirm. If you notice that something in the record is wrong, including something another member recorded, correct it or tell the care circle.

As between you and us, you act as the controller of the information you put into the App about another person, and we process it on your behalf and on the terms set out in the Privacy Policy. This allocation does not limit any rights that the person themselves has under data protection law, which we will honour.

6. Care circles, roles and permissions

Each elder record has a care circle. The Family Admin can invite members, set what each member may see and do, and remove members. Permissions are enforced by the database, not by hiding buttons.

You are responsible for who you invite and for what you grant them. A person you invite will be able to see the areas you grant them, including health information and documents, and will receive notifications about new messages and readings they are allowed to see. Removing a member stops their access from that point; it does not undo what they already saw, copied, wrote down or received as a notification.

The Family Admin can delete an entire family record, including every reading, medicine, appointment, task, message and uploaded document belonging to it. This is permanent, it affects everyone in that care circle, and it cannot be undone by us. Do not use it unless you are certain.

7. The AI features, and what you are agreeing to

Parts of the App use artificial intelligence provided by a third party (currently Google's Gemini models) to read what you show it (text, voice, photographs and documents) and to propose entries, summaries, document names, food guidance, recipe suggestions and pictures of suggested meals, and to answer questions about the record.

You must understand and accept the following:

• (a) It gets things wrong. A misread digit, a missed line on a prescription, a date in the wrong order, a dish misidentified, a dose attached to the wrong medicine. Errors of this kind are expected, not exceptional.
• (b) You are the check. Everything the AI extracts is shown to you before it is saved. Confirming it means you have checked it against the original: the prescription, the label, the clinic card, the meter's screen. Where a record was read from a photograph or document and the original was kept, the record's details show it as the Original document. Open it and compare. The responsibility for what ends up in the record is yours, not the model's.
• (c) Its output is not advice. Food guidance, recipes, nutrition estimates, summaries and answers are general information generated by a statistical model. They are not medical, dietary, nursing or pharmaceutical advice, they are not personalised clinical advice, and they must not be used to decide a dose, to change a treatment, or in place of asking a professional. Nutrition figures are estimates from standard composition values, not measurements.
• (d) Anything a clinician has told you overrides it. Where the App's guidance and a doctor, dietitian or pharmacist disagree, follow the professional.
• (e) The assistant answers from what has been recorded. It does not know what nobody wrote down, it can miss or confuse things, and it can be confidently wrong. An answer from it is never a check that a medicine, a dose or a food is safe.
• (f) Pictures of suggested meals are illustrations made by the AI. They are not photographs of a real dish and may show something that is not in the recipe.
• (g) Content you send is transmitted to a third-party AI provider. See the Privacy Policy for what is sent and where it goes.
• (h) The AI can read and draft. It cannot write to the record by itself.

8. Acceptable use

You must not:

• use the App for any unlawful purpose, or in breach of any law that applies to you, including data protection and medical-confidentiality laws;
• record information about a person you have no authority to record, or give false information about yourself or your authority;
• upload or post anything you do not have the right to upload or post;
• post in the family chat, or upload anywhere in the App, anything that is obscene, indecent, false, menacing, harassing or defamatory, or that is otherwise unlawful, including content of a kind prohibited by section 233 of the Communications and Multimedia Act 1998;
• share photographs, voice recordings or videos of a person in a way that breaches their privacy or that they have objected to;
• upload malware, or anything designed to interfere with the App or its infrastructure;
• attempt to access another family's data, probe or bypass our security controls, or test the App's security without our prior written permission;
• try to make the AI features produce harmful content or reveal information you are not permitted to see;
• reverse engineer, decompile or disassemble the App except to the extent that restriction is prohibited by law;
• scrape, bulk-extract or resell data from the App;
• resell, sublicense or provide the App as a service to others without our written agreement;
• use the App to provide regulated clinical services, or hold it out as doing so;
• use the App to harass, abuse or deceive anyone, including members of your own care circle.

We may remove content that breaches this section, and may suspend or terminate access for a breach of it. Where the breach is serious or continuing we may do so without notice; otherwise we will tell you what is wrong and give you a reasonable chance to put it right first.

9. Your content

You keep ownership of everything you put into the App. You grant us a limited, worldwide, non-exclusive, royalty-free licence to host, store, copy, transmit, display and process that content solely in order to operate the App and provide it to you and your care circle (including in notifications), to keep backups, and to comply with law.

We do not sell your content. We do not use the content of your care records to train artificial-intelligence models, and we do not licence it to others for that purpose. Our contractual position with our AI provider is described in the Privacy Policy.

You are responsible for the accuracy and legality of what you upload and of what you post in the family chat, and for having the right to share it with your care circle. We do not review content before it is posted, and we are not responsible for content posted by other users. What another member posts is their responsibility.

10. Third-party services

The App depends on third parties, including our cloud and database provider, our AI provider, and Google Firebase Cloud Messaging, which delivers notifications. Whether, when and how a notification appears is decided by your phone and its operating system. Their availability, changes and outages affect the App, and we do not control them. Links or references to third-party services are not endorsements.

11. Pilot status, availability and changes

The App is currently provided as a pilot to families who agreed to try it. It may be unavailable, it may lose a request, it may change substantially, and its AI features depend on a third party with its own outages.

Do not rely on the App as the only record of anything that matters clinically. Keep your own copies of anything important: prescriptions, letters, results.

We may change, suspend or withdraw any part of the App, and may add or remove features, at any time. Where a change materially and adversely affects you, we will give reasonable notice where practicable. We do not promise any particular uptime and we do not provide a service level commitment.

12. Fees

The pilot is provided free of charge. If we introduce fees, we will tell you before they apply to you, and you will be free to stop using the App and export or delete your data.

13. Suspension, termination and deletion

You may stop using the App at any time and may delete your account from within it.

We may suspend or terminate your access if you breach these terms, if we are required to by law, or if we discontinue the App. If we discontinue the App, we will give you reasonable notice where practicable so that you can export what you need.

When a family record is deleted, we delete its rows and its stored files. Backups are overwritten on the cycle described in the Privacy Policy. Some records may be kept where the law requires it, or where they are needed to establish, exercise or defend legal claims.

Sections 5, 9, 14, 15, 16, 17 and 19 continue to apply after your account ends.

14. Disclaimers

To the maximum extent permitted by law, the App is provided "as is" and "as available", and we disclaim all warranties, conditions and representations not expressly stated in these terms, whether express, implied or statutory, including implied warranties of merchantability, satisfactory quality, fitness for a particular purpose, accuracy, and non-infringement.

In particular we do not warrant that the App will be uninterrupted, timely, secure or error-free; that any AI output will be accurate, complete or suitable for any person; that notifications or reminders will be delivered, or delivered on time; or that defects will be corrected.

Eldivo tells you plainly, here and in the Medical Disclaimer, not to rely on it for clinical decisions, for emergencies, for the timing of a dose, or as the only record of anything important. Those are not purposes for which it is supplied, and it is not reasonable to rely on it for them.

Nothing in these terms excludes or limits anything that cannot lawfully be excluded or limited, including liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, and any non-excludable rights you have as a consumer under the law of your country of residence. If you are a consumer in Malaysia, you have statutory rights under the Consumer Protection Act 1999, including the guarantee that services are supplied with reasonable care and skill, and these terms do not affect them.

15. Limitation of liability

Nothing in this section limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or any other liability that the law does not allow to be limited or excluded, including under the Consumer Protection Act 1999.

Subject to that, and to the maximum extent permitted by law:

• (a) we are not liable for any indirect, incidental, special, consequential, exemplary or punitive loss, or for loss of profits, revenue, goodwill, anticipated savings, or loss or corruption of data that you could have avoided by keeping your own copies as section 11 asks;
• (b) decisions about a person's care, treatment, diet or medication are made by you, your care circle and their health professionals, and we are not liable for those decisions or their clinical outcome, except to the extent they were caused by our own breach of these terms or our negligence;
• (c) we are not liable for loss caused by information that a user recorded wrongly, or by an AI proposal that a user confirmed without checking it against the original, or by a notification or reminder that was late or never shown because of your device, its settings, your network, or a third-party service outside our reasonable control; and
• (d) our total aggregate liability arising out of or in connection with the App and these terms, in any twelve-month period, is limited to the greater of the amount you paid us for the App in that period and RM 500.

You accept that these limits are reasonable given that the App is supplied free of charge during the pilot and is expressly not a clinical tool. If a court or the Tribunal for Consumer Claims Malaysia decides that any part of this section cannot apply to you, the rest of it still does.

16. Indemnity

To the extent permitted by law, you will indemnify us against claims made against us by anyone else, including the person you care for and other members of your care circle, and against the losses and reasonable legal costs that follow, to the extent they arise from:

• (a) content you upload or post, including in the family chat;
• (b) your recording or sharing information about a person without the authority required by section 5;
• (c) your breach of section 8; or
• (d) your unlawful use of the App.

This does not apply to the extent the claim arises from our own breach or negligence. We will tell you promptly about any such claim and give you a reasonable opportunity to take part in its defence.

17. Governing law and disputes

These terms, and any dispute arising out of or in connection with them, are governed by the laws of Malaysia, and the courts of Malaysia have exclusive jurisdiction, except that:

• if you are a consumer, you may also bring a claim before the Tribunal for Consumer Claims Malaysia where it has jurisdiction, or in the courts of your country of residence, and you keep the benefit of any mandatory consumer protections of that country; and
• either party may seek urgent injunctive relief in any court of competent jurisdiction.

Talk to us first. If you have a complaint or a claim, please write to us at support@eldivo.app, or by post to the address in section 20, saying what happened, what you would like us to do, and any documents you rely on. We will acknowledge it within 7 days, and we will both try in good faith to resolve it within 30 days of our receiving it. We will do the same before bringing any claim against you.

This is a request to talk before going to court, not a bar to your rights. It does not stop you starting proceedings sooner where you need to protect your position, for example because a limitation period is about to expire, or where you need urgent relief. Nothing in these terms shortens the time the law, including the Limitation Act 1953, allows you to bring a claim.

18. Changes to these terms

We may update these terms, for example when the law changes, when we add or change features, or when the details of who operates Eldivo change. If a change is material we will notify you in the App or by email at least 14 days before it takes effect, unless a shorter period is needed to comply with the law or to protect people's safety or data. The "last updated" date above will change.

Continuing to use the App after a change takes effect means you accept the updated terms. If you do not accept them, stop using the App and delete your account before the change takes effect. The version you accepted continues to govern anything that happened before then.

19. General

These terms, the Privacy Policy and the Medical Disclaimer are the entire agreement between us about the App. If any provision is held unlawful or unenforceable, it is limited or removed only to the extent necessary, and the rest continues in force. A delay in enforcing a right is not a waiver of it.

We are not responsible for a failure or delay caused by events beyond our reasonable control, such as an outage at a provider we depend on, a network failure, or an act of government.

You may not transfer your rights under these terms. We may transfer ours, on notice to you, to a successor that takes over the App, including a business or company through which Jason Wong comes to operate Eldivo. If Eldivo comes to be operated under a business name or by a company, we will update these terms and the Privacy Policy to name it.

We may send you notices by email to the address on your account or in the App. You may send us notices at the contact details in section 20. These terms are written in English, and the English text governs.

20. Contact

Jason Wong, an individual developer. No. 123, Jalan Permata 1/KS09, Pusat Perniagaan Bandar Bestari, Taman Perindustrian Air Hitam, 42000 Klang, Selangor, Malaysia. Email support@eldivo.app.

Eldivo is not a medical device and gives no medical advice

Read this before relying on anything in Eldivo. It forms part of the Terms of Use.

Eldivo is a record-keeping and coordination tool for families. It does not diagnose, does not interpret measurements clinically, does not monitor anyone, and does not advise on treatment. It is not intended for the diagnosis, prevention, monitoring, treatment or alleviation of any disease, and it is not registered or approved as a medical device by any regulator, including Malaysia's Medical Device Authority.

Eldivo is not a doctor, a pharmacist, a nurse or a dietitian, and nobody at Eldivo reviews what you record.

In an emergency, call your local emergency number

In Malaysia, call 999, or 112 from a mobile phone. Elsewhere, call the local emergency number.

Do not use Eldivo. It does not detect emergencies and does not alert anyone on your behalf. A message in the family chat, or a notification about a new reading, is not a call for help, and nobody may see it in time. The call buttons on the emergency screen only open your phone's dialler; you make the call.

Everything the AI produces is general information, not advice

The App uses an AI model to read what you show it and to draft entries, summaries, food guidance and recipes, and to answer questions about the record. It makes mistakes: misread digits, missed lines, a dose attached to the wrong medicine, misidentified dishes. Every extraction is shown to you before it is saved, and confirming it means you have checked it. Nutrition figures are estimates from standard food composition values, not measurements, and are not figures to work a dose from.

Check every record the AI proposed against the original. Where a record was read from a photograph or document and the original was kept, its details show the Original document. Open it and compare. A wrong dose, a wrong date or a wrong name in the App may be a misreading, not what the doctor wrote.

The assistant answers only from what has been recorded, and it can be confidently wrong. Its answers are never a check that a medicine, a dose or a food is safe.

Food guidance is not a dietitian's prescription

Food guidance describes how a meal may suit a person from what has been recorded about them. It is general information, not a dietary prescription, and it does not know what it has not been told.

Allergies are the family's responsibility to confirm. Eldivo can only warn about an allergy that has been recorded, and only about ingredients it can see in a photo or has been told about. It can miss a hidden ingredient, a sauce, or cross-contamination. Before giving food to someone with an allergy or a medical diet, check it yourself, with their doctor or dietitian where needed.

Pictures of suggested meals are made by the AI. They are illustrations, not photographs of a real dish.

Readings are only as accurate as the device and the person entering them

A reading in Eldivo is what someone typed in, or what the AI read off a meter's screen and someone confirmed. It is only as accurate as the device that took it, the way it was taken, and the way it was entered.

Eldivo does not check whether a reading is correct, and does not judge whether it is normal, high, low or dangerous. Where a lab report's own reference range is shown beside a value, that is the report speaking, not Eldivo. If the assistant comments on a reading, that is general information, not an assessment. A notification that a new reading was recorded means somebody wrote it down; it does not mean anybody has looked at it.

If a reading worries you, contact a health professional. If it may be an emergency, call 999.

A professional always comes first

If a doctor, pharmacist, dietitian or nurse has told you something, that governs. Never start, stop or change a medicine, a dose, a diet or a treatment because of anything in this App. Before giving a dose, follow the pharmacist's label, not the App. Never delay seeking professional advice because of it.

Reminders and notifications are not a safety net

Appointment and task reminders, and notifications about new messages and readings, travel through your phone, its operating system and Google's push service. They may be delayed, grouped together, silenced by battery saving, Do Not Disturb or your notification settings, or never delivered at all, and they stop if you turn them off, sign out, uninstall the App or lose your connection.

A medicine schedule in the App is a record of what was written down, not a promise that anyone will be reminded. Never rely on Eldivo as the only safeguard that a dose is taken or an appointment is kept. Keep the arrangements you would have without it: the pharmacist's label, a pill organiser, an alarm, a person.

Keep your own copies

The App is a pilot. Do not rely on it as the only record of anything that matters clinically.

An exported PDF report prints readings exactly as they were recorded. Check it before you hand it to anyone, and remember that it shows only what somebody recorded.

Your rights are not affected

Nothing in this disclaimer limits a right that the law does not allow to be limited. See sections 14 and 15 of the Terms of Use.