VIWELL Acceptable Use Policy

This Acceptable Use Policy establishes the guidelines for how VIWELL services should be used by users, organizations, and administrators. The policy aims to protect users, VIWELL, and its partners from misuse, abuse, and security threats. Its goal is to maintain a safe and respectful environment for wellbeing and community interactions, and to ensure that VIWELL is utilized in accordance with applicable laws, regulations, and contractual obligations.

Purpose

This Acceptable Use Policy establishes the guidelines for how VIWELL services should be used by users, organizations, and administrators. The policy aims to protect users, VIWELL, and its partners from misuse, abuse, and security threats. Its goal is to maintain a safe and respectful environment for wellbeing and community interactions, and to ensure that VIWELL is utilized in accordance with applicable laws, regulations, and contractual obligations.

Scope

This policy applies to all VIWELL digital channels, including mobile applications, websites, portals, APIs, AI assistants, messaging, and any community or social features. It is applicable to all users, such as individual users, employees of client organizations, VIWELL staff, contractors, and partners who access or use VIWELL systems.

Furthermore, this policy operates in addition to the VIWELL Terms of Use and Conditions, Privacy Policy, AI Use and Transparency Policy, and Community and Content Moderation Policy.

Note: The processing of employee health data is subject to specific local laws and may require additional internal workplace policies and explicit consent mechanisms or other valid legal bases under GDPR and UAE/KSA PDPLs.

Account Security and Access

Users must keep their login credentials confidential and refrain from sharing them with others.

Strong passwords or other authentication methods should be used as required, and multi-factor authentication (MFA) is strongly encouraged where available to protect access to sensitive health information.

Users should promptly notify VIWELL or their employer’s administrator if they suspect unauthorized access, account compromise, or other security issues. This allows for timely breach notification procedures as required by law (e.g., within 72 hours for GDPR).

Attempting to bypass authentication, access other users’ accounts, or gain unauthorized access to systems, data, or administrative functions is prohibited.

Using another person’s account, credentials, or authentication devices is not allowed.

Prohibited Content and Conduct

Users are not permitted to use VIWELL to create, upload, share, transmit, or store content that is unlawful, fraudulent, or misleading.
Content containing hate speech, threats, harassment, targeted abuse, explicit sexual content, or exploitation is strictly prohibited.
Any promotion of self-harm, suicide, eating disorders, or other harmful behaviors is not allowed.
Content that promotes discrimination or violence based on race, ethnicity, nationality, religion, gender, sexual orientation, disability, or any other protected characteristic is forbidden.
Malware, viruses, or disruptive code must not be uploaded or shared.
Infringement of intellectual property rights, privacy rights, or other rights of individuals or organizations is prohibited.
Personal or health information of others should not be disclosed without their explicit written consent and a lawful basis.
Spam, unsolicited advertising, or unauthorized commercial activities are not permitted.
Misrepresentation of identity or affiliation, impersonation of VIWELL staff, health professionals, or others is not allowed.
Manipulating, overloading, or disrupting VIWELL services, including probing or testing for vulnerabilities without express written permission, is forbidden.

Use of Health and Wellbeing Features

Users should provide accurate information about themselves when required for assessments or programmes. Inaccurate data must be corrected or deleted without undue delay.
Wellbeing tools and content must be used in good faith and in accordance with instructions.
VIWELL content and AI-assisted features do not replace professional medical advice, as detailed in the Medical and Wellbeing Disclaimer.
VIWELL should not be relied upon as an emergency service or for urgent medical or mental health crises.
Medical, clinical, or diagnostic advice should only be provided by authorized professionals operating within clearly designated VIWELL programmes.

Use of AI Assisted Features

When using VIWELL AI-assisted features, such as VI Coach and AI-based recommendations, users should understand that AI responses are informational and may not be fully accurate or complete.
Sensitive personal data should only be entered when required for the feature to function, in adherence with data minimization principles.
Prompting AI features to generate harmful, abusive, discriminatory, or illegal content is prohibited.
Attempting to bypass or defeat safety measures in AI systems, including by crafting prompts to encourage harmful behavior or disclosure of confidential information, is forbidden.
AI outputs must not be used for purposes that violate this Acceptable Use Policy, other VIWELL policies, or applicable law.

Community and Social Features

Users are expected to interact respectfully and constructively with others in community, group, or social features such as posts, comments, challenges, chats, and events
Confidentiality and privacy must be maintained in private or sensitive groups.
Additional rules communicated for specific groups or programmes should be followed.
Bullying, shaming, or targeting individuals or groups is prohibited.
Sharing screenshots or content from closed groups outside the group without consent and a awful basis is not allowed.
Community features must not be used to solicit medical advice or to crowdsource diagnoses for serious conditions.

Prohibited Technical Activities

Reverse engineering, decompiling, or attempting to derive source code, algorithms, or data structures from VIWELL systems is prohibited unless explicitly permitted by law and with prior written consent.
Circumventing technical controls related to data access, rate limits, or security protections is not allowed.
Automated tools, bots, or scripts should not be used to access VIWELL in ways that exceed normal user behavior, except where documented APIs and permissions are provided.

Employer and Administrator Responsibilities

Organizations providing access to VIWELL platforms to their employees or members must ensure authorized users are aware of and accept this Acceptable Use Policy.
Roles and permissions should be configured in accordance with the principle of least privilege, ensuring access is limited to the minimum necessary information to accomplish the relevant purpose.
VIWELL platforms or its analytics should not be used to make unfair, discriminatory, or unlawful decisions about individuals.
Covert monitoring of employees using VIWELL platforms in violation of local labor, data protection, or human rights laws is prohibited.
Combining VIWELL data with other systems in ways that exceed agreed purposes requires an appropriate legal basis, notices, and consent where required.
Where high-risk data processing occurs (e.g., large-scale health data processing), Data Protection Impact Assessments (DPIAs) must be conducted to ensure risks are identified and mitigated.
Data transfer outside of the UAE or KSA must comply with local cross-border transfer regulations, ensuring adequate data protection safeguards are in place.

Reporting Concerns and Violations

Users are encouraged to report content or behavior that appears to violate this Acceptable Use Policy.
Security concerns, suspected misuse of accounts, or vulnerabilities should be reported immediately.
Potential risks to user safety observed within VIWELL interactions should be communicated.
Reports can be made through in-app reporting tools, designated email addresses, or via the user’s employer or programme administrator as applicable.
VIWELL will maintain procedures for timely breach notification (e.g., within 72 hours to supervisory authorities and affected individuals without undue delay) as required by applicable laws (GDPR, LDPL, PDPL).

Enforcement and Consequences

VIWELL reserves the right, subject to applicable law and contractual obligations, to remove or restrict access to content that violates this policy.
User accounts may be suspended or permanently terminated in case of serious or repeated violations.
Employers or administrators may be notified where the service is provided through an organization.
Matters may be referred to law enforcement or regulators where required or appropriate.
VIWELL may maintain logs and records of violations and enforcement actions as part of its security, compliance, and legal obligations for no longer than is necessary for the purposes for which they are processed.

Changes to this Policy

VIWELL reserves the right to update this policy to reflect changes in legal requirements, scope, or best practices.
Users will be informed of any significant changes in a clear and transparent manner (e.g., via inapp notification or email) and, where required by law, their updated consent or acknowledgment will be obtained.

Relationship to Other VIWELL Policies

This Acceptable Use Policy must be read in conjunction with the following documents:

VIWELL Terms of Use and Conditions
VIWELL Privacy Policy
VIWELL Medical and Wellbeing Disclaimer
VIWELL AI Use and Transparency Policy
VIWELL Community and Content Moderation Policy
VIWELL Information Security Policy