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PanPan Privacy Policy
Customer Service Policy
Complaints Policy and Procedures
Code of Conduct
Modern Slavery Policy
PanPan Privacy Policy
Created: May 2022
Last Revised: January 2025
Your privacy is important to PanPan. We developed this Privacy Policy to provide you with information on how we process your personal data when you use the PanPan website, mobile app, PanPan wearable devices or other PanPan accessories.
“Personal data” is information relating to an identified or identifiable natural person. To jump to a specific section of this Privacy Policy, please click on a link below:
Categories of Personal Data Processed by PanPan
  • When you create a PanPan account:
When you create an account, we ask you to provide the following personal data: your email address, name, and password. You can choose to provide only your first name or a nickname instead of your full name if you wish.
PURPOSES AND LEGAL GROUNDS:
(a) PanPan processes your email address and password because you use them to sign in to your account. The legal ground for processing your email address and password is PanPan’s legitimate interest in protecting the security of your account.
(b) PanPan processes your email address to send you important information about your PanPan products, services, apps, or account, such as safety information or material changes to this Privacy Policy. The legal ground for this is PanPan’s legitimate interest in providing you important safety or other information about your PanPan products, services, apps, or account or changes to this Privacy Policy and in providing you with an opportunity to engage with other PanPan users.
(c) If you provide your opt-in consent to receiving marketing information from PanPan, PanPan will also process your email address to send you marketing information about PanPan products, services and apps. The legal ground for processing your email address for this purpose is your consent. You may withdraw your consent at any time by changing your preferences in your PanPan account or through the unsubscribe link at the bottom of our marketing emails.
(d) PanPan processes your email address to associate it with your PanPan account when you interact with our customer support representatives. The legal ground for this is our legitimate interest in providing better customer support.
(e) PanPan processes your email address to notify you of a violation of our terms. The legal ground for this is our legitimate interest in ensuring a quality experience for all customers and adherence to our terms.
When you create an account, you are also given the choice to add additional information to your profile, such as your home location, blood type, your gender, birth date, height and weight.
PURPOSE AND LEGAL GROUND:
PanPan processes this information to share it with first responders during an emergency. The legal ground for processing this information is your vital interest should you need urgent medical attention or find yourself in other types of life-threatening situations. You can delete or modify this information from your account profile at any time.
  • When you choose to sign in to your PanPan account with social media credentials (China only):
If you live in China, you may choose to sign in to your PanPan account using your social media sign-in credentials (e.g., your WeChat or QQ sign-in credentials). If you choose this method, the first time you sign in, you will be asked whether you agree to the social media provider delivering certain information to PanPan, such as your name, email address, profile photo, posts, comments, and other information associated with your social media account.
All of this information is made available to PanPan by the social media provider due to the way the social sign-on configuration works. However, the only information PanPan retains and processes is your email address. If you do not want your information to be shared with PanPan by the social media provider, then you can simply sign in to your PanPan account using your PanPan account credentials instead of your social media account credentials.
PURPOSE AND LEGAL GROUND:
PanPan associates the email address provided by the social media provider with your PanPan account so that in the future if you no longer wish to sign in to your PanPan account using your social media account credentials, you can do it using your email address. The legal ground for processing this information is PanPan’s legitimate interest in providing you with an alternative sign-in method and in securing your account.
  • When you wear a PanPan smartwatch device:
When you wear a PanPan smartwatch, we process the personal data collected by the device such as your heart rate, falls, and location to show it on the PanPan platform.
PURPOSES AND LEGAL GROUNDS:
(a) If you choose to upload this type of data to PanPan, we will process the data to enable you and your carers access to it. The platform will show you the location on your map, and your heart rate metrics. If you reside in the EEA, U.K., or Switzerland, the legal ground for this processing is your explicit consent, which you can withdraw at any time within your PanPan account.
(b) PanPan also processes your activity data in an aggregated manner to analyse usage and trends and develop or improve features and services. The legal ground for this processing is PanPan’s legitimate interest in providing relevant and quality features and services.
  • When you enable email notifications:
If you enable email notifications, PanPan processes your email address following your notification settings.
PURPOSE AND LEGAL GROUND:
If you provide your opt-in consent, PanPan will process your email address to send you notifications based on your selections (e.g., device battery low, etc.). The legal ground for processing your email address for this purpose is your consent. You can withdraw this consent at any time by changing your email settings to opt out of receiving such notifications or by disabling email notifications.
  • When you communicate with PanPan’s customer support:
When you interact with our customer support representatives by email or telephone, online, or in person, we collect personal data, such as your name, mailing address, phone number, email address and contact preferences, and information about the PanPan products you own, such as serial numbers, dates of purchase, and subscriptions. We also may create event logs that are useful in diagnosing product or app performance-related issues and capturing information relating to the support or service issue.
To improve customer service, subject to applicable laws, we may also record and review conversations with customer support representatives, and analyse any feedback provided to us through voluntary customer surveys. With your consent, our customer support representatives may sign in to your PanPan account, if appropriate, to help troubleshoot and resolve your issue.
PURPOSES AND LEGAL GROUNDS:
We use this information to offer and improve customer service and product support and to facilitate repairs, returns, or exchanges. The legal ground for processing this information for these purposes is PanPan’s legitimate interest in providing quality product support.
  • When you use location-based services on your PanPan device or app:
If you choose to use location-based services such as geofence, the physical location of your device will be collected to provide you with this type of service.
PURPOSE AND LEGAL GROUND:
The purpose of processing the location of your device is to provide you with the location-based services you wish to use. The legal ground for processing this data for this purpose is the performance of our contract.
  • When you are asked about emergency contacts:
If you provide emergency contacts to PanPan, we will request the name, phone number and email address of your contact(s). PanPan will process this personal information if an emergency is detected by or reported using your PanPan watch. PanPan will send a notification with information about the incident, such as location, to your chosen emergency contacts via SMS or email.
PURPOSE AND LEGAL GROUND:
We process this personal data to notify you of an incident involving the PanPan user. The legal ground for processing this information for this purpose is our legitimate interest in enabling our users to share important information with carers and family and to contact them during an emergency.
Other service providers
PanPan uses cloud services from third parties such as Amazon Web Services to assist in sending emails. Those services track the activities associated with these emails, such as whether they were opened, whether links in the emails were clicked on and whether purchases were made following clicks on those links. PanPan uses this data to analyse the level of engagement with its emails. PanPan also uses third-party service providers to help us better understand the usage of the PanPan website and app and for related purposes.
Other disclosures
We may disclose personal data about you to others: (a) if we have your valid consent to do so; (b) to comply with legal obligations, such as a valid subpoena, court or judicial order, or other valid legal processes; (c) to enforce any of our terms and conditions or policies; or (d) as necessary to pursue available legal remedies or defend legal claims.
We may also transfer your personal data to an affiliate, a subsidiary, or a third party in the event of any reorganisation, merger, sale, joint venture, assignment, transfer, or other disposition of all or any portion of PanPan’s business, assets, or stock, including, without limitation, in connection with any bankruptcy or similar proceeding, provided that any such entity that we transfer personal data to will not be permitted to process your personal data other than as described in this Privacy Policy without providing you notice and, if required by applicable laws, obtaining your consent.
For customers outside of mainland China, when you create a PanPan account, add personal data to your account profile, or upload data to your PanPan account, your data will be collected and stored on servers in Ireland.
Personal data regarding individuals who reside in a country in the European Economic Area ("EEA"), United Kingdom ("U.K."), or Switzerland is controlled by PanPan Würzburg GmbH and processed on its behalf by other PanPan-owned companies to provide support, infrastructure, security, and other key functions. PanPan Würzburg GmbH has entered into approved model contractual clauses where these companies are not located in the EEA or a jurisdiction deemed adequate under applicable data protection law.
All PanPan-owned companies are required to follow the privacy practices outlined in this Privacy Policy.
Application Analytics
We collect data from our subscribers regarding the use of the PanPan mobile app. The information we collect includes the date and time the App accesses our servers, App version, location of the device, language setting, files and information downloaded to the app, user behaviour (e.g., features used, frequency of use), the device’s state, model, hardware and operating system information, and data regarding the functioning of the app. Google Analytics is an example of a third-party provider we use to track statistics and user demographics, interests, and behaviour on our app.
PURPOSE AND LEGAL GROUND:
PanPan uses this data to improve the quality and functionality of these and other apps; to develop and market products and features that best serve you and other users, and to help identify and fix app stability issues and other usability problems as quickly as possible.
The legal ground for processing this analytical information is our legitimate interest in understanding how our customers interact with our products and apps so we can enhance the user experience and functionality of our products and apps.
Children
We request individuals under the age of 13 in the U.S. and under the age of 16 in the rest of the world not provide personal data to PanPan. If we learn that we have collected personal data from a child under the age of 13 in the U.S. or under 16 in the rest of the world, we will take steps to delete the information as soon as possible.
Privacy Policy Updates
We may update this Privacy Policy from time to time as we add new products, services, and apps, as we improve our current offerings, and as technologies and laws change. You can determine when this Privacy Policy was last revised by referring to the “Last Updated” legend at the top of this page. Any changes will become effective upon our posting of the revised Privacy Policy.
We will provide notice to you if these changes are material and where required by applicable law we will obtain your consent. This notice will be provided by email or by posting notice of the changes on the PanPan websites and apps that link to this Privacy Policy.
Retention of Personal Data
We will retain your data as long as your PanPan account is considered to be active or following applicable law and regulatory obligations. In addition, see below under “Your Rights” for a description of your right of erasure.
Automated Decision-Making, Including Profiling
Pandu does not make any decisions based on algorithms or other automated processing that significantly affect you.
Data Controller and Data Protection Officer
If you reside in the EEA, U.K., or Switzerland, your personal data collected by PanPan is controlled by Pandu Solutions LTD in Dublin, Ireland. The company's EU Data Protection Officer can be reached by email at info@PanPan.watch.
Your Rights
If you reside in the EEA, U.K., or Switzerland, you have the right, subject to the conditions set out in the General Data Protection Regulation ("GDPR") or other applicable law, to request from PanPan access to and rectification or erasure of your personal data, data portability, restriction of processing of your data, the right to object to the processing of your data, and the right to complain with a supervisory authority. For more information about these rights, please visit the European Commission’s “My Rights” page relating to GDPR, which can be displayed in several languages. If you reside outside of the EEA, U.K., and Switzerland, you may have similar rights under your local laws.
To request access to or rectification, portability, or erasure of your personal data, or to delete your PanPan account, please contact us at info@panpan.watch. We will process and respond to your request within 28 days of receiving your email.
Approved by: All directors and stakeholders of Pandu Solutions Ltd.
Customer Service Policy
Created: November 2022
Last revision: January 2025
This Policy sets out the standards that all Pandu Solutions staff are expected to uphold when interacting with clients. It sets out our aims, how staff are expected to behave, the process for handling customer inquiries and complaints, escalating issues and ending interactions.
To jump to a specific section of this Privacy Policy, please click on the link below:
Aims
Pandu Solutions is a customer-centric organisation. We aim to achieve high levels of customer satisfaction with our products and services and have established this policy to ensure that our clients receive the most professional service possible when interacting with our company.
Handling customer inquiries
When working for Pandu, all staff interacting with our clients via telephone or in writing need to remain professional, courteous and patient. It is the staff's responsibility to stay up-to-date with information regarding products and services.
When someone reaches out to us, the staff must:
  • Acknowledge the inquiry within 24 hours
  • Listen to/read customers carefully to understand the inquiry
  • Triage potential issues with the support from engineering team
  • Provide accurate and up-to-date information about the product or service
  • Take the necessary steps to resolve any issues related to products or services
  • Respond to the inquiry within 48 hours
  • Make sure that customers are satisfied with the service before ending interactions with them
Escalating issues
If an inquiry doesn’t have an immediate resolution or requires the involvement of other team members, the customer service representative should liaise with the relevant manager to provide a solution:
  • Sending a message or calling the manager
  • Explaining the problem and providing any relevant information
  • Asking for guidance on how to proceed
Handling complaints
We strive to make our products and services the best in the market. But we understand that there may be times when a customer will raise a concern or complaint about PanPan. When this happens Pandu customer service staff should observe the practices outlined in this policy and follow the steps in our complaints policy and procedures.
Ending interactions with customers
When ending interaction with a customer, staff must:
  • Make sure that the customer is satisfied with the information or resolution provided
  • Thank the customer for their time
  • Let the customer know that they are always welcome to reach out if they have any further questions or problems
If you are a staff member and have any questions about the policy, please contact your manager. Thank you for reading.
Approved by: All directors and stakeholders of Pandu Solutions Ltd.
Complaints Policy and Procedure
Created: October 2022
Last Revised: December 2024
We hope our customers will never have to raise a concern about our products or services, but we understand there may be times when this happens. We welcome such concerns to better understand our users’ perspectives and improve our service.
This policy sets out the process for handling any complaint or concern about PanPan products or services to achieve a fair resolution.
All concerns and complaints handled by Pandu Solutions staff must also follow PanPan Customer Service Policy guidelines for interactions with customers.
Scope
This procedure will apply when complaints or concerns are received from Corporate Customers, end-users or their carers.
Roles and Responsibilities
Pandu’s Customer Success and Operations Manager (complaint handler) is responsible for handling formal complaints and concerns about PanPan products and services. If the complaint handler is unavailable, the CEO or the CTO will handle the complaint.
The complaint handler is responsible for logging formal complaints and concerns into the system and liaising with the relevant manager to investigate the circumstances around them. Any member of staff who receives a formal complaint or concern is responsible for taking notes on all the relevant details and passing them to Customer Service.
Definitions
‘Customers’: any individual or organisation (such as a telecare company, broker or government body) that purchased PanPan products or contracted PanPan services from Pandu Solutions.
‘End User': any individual that wears a PanPan device.
Procedure
There are several ways in which a customer may raise a complaint or ask for support about a PanPan product:
For Telecare providers
  • If you need technical support with an active watch please click on the “report an issue” button on your customer’s profile page on the PanPan platform. That way we’ll receive your message along with the watch's IMEI number and the link to the person’s profile in one go.
  • If you need technical support with an app-related issue, you can report it to us from the PanPan platform or by emailing support@pandu.ie.
  • If you need help with anything else you can email our customer success manager at ligimat@pandu.ie.
  • You may also submit a complaint or offer feedback in writing to 3 Marine Road, Dun Laoghaire, Co Dublin. A96 HW25. Ireland. In person to any of our staff, or through one of our customer satisfaction surveys.
For Individuals
  • The quickest way to get support for your PanPan watch is by contacting your telecare provider. They will be able to resolve most of your queries. However, we always welcome feedback from our end-users and are ready to offer extra help when needed via our support email: support@pandu.ie.
  • If you need help with the PanPan app please email us at support@pandu.ie.
  • You may also submit a complaint or offer feedback in writing to 3 Marine Road, Dun Laoghaire, Co Dublin. A96 HW25. Ireland, or through one of our end-user surveys.
  • We will contact you acknowledging the complaint within 24 hours and responding to the complaint within 48 hours
1. On receiving a complaint or concern a staff member must log the information onto our system. The information must include the following:
  • complainant’s name
  • company name (if applicable)
  • address
  • contact details (email and phone number)
  • nature of complaint
  • device IMEI number (if applicable)
  • Date and time.
2. The complaint/concern will be passed to the complaint handler who will arrange for the relevant manager to investigate the circumstances surrounding the complaint/concern and will update the Complaint on the system. In cases where the complaint was filed via email or post, the complaint handler will email the customer to acknowledge receipt of their complaint within 24 hours and request any missing information in their email to process the complaint.
3. For all complaints not resolved within 48 hours, the complainant will be informed that an investigation is in place and of any updates if available.
4. The complaint handler and the relevant manager will review the investigation findings, and agree on the outcome and any actions to correct or prevent the issue, including service improvements, refinement of processes, or staff training and development.
5. The customer will receive a phone call or a detailed written response (whichever is deemed more appropriate in the case) with a proposal(s) to redress the issue when pertinent.
6. If you are not satisfied with how the complaint has been handled, you are encouraged to raise your concern to Pandu’s COO, by emailing support@pandu.ie using the subject line: for the attention of the COO.
7. If the conclusion to a complaint is that the device is faulty, the product should be replaced according to our limited warranty and replacement warranty terms.
8. All correspondence will be retained in the complaints file. Where appropriate, information will be logged onto the client management system and corrective and preventative actions agreed on will be implemented.
Complaints will be reviewed every month by senior executives to monitor trends and evaluate the effectiveness of the measures taken to avoid the recurrence of the issue.
Approved by: All directors and stakeholders of Pandu Solutions Ltd.
Code of Conduct
Created: February 2020
Last Revised: December 2024
Pandu Solutions is committed to practices that protect the dignity of employees, provide equality of opportunity for all and promote respect for others at work. With this in mind we emphasise the following simple points:
  • Inclusivity: Ability is what is important. People from all backgrounds and identities are welcome.
  • Respect: Be considerate of others. Respect differences of opinion. Argue using facts not feelings and be gracious in winning or losing arguments.
  • Diversity is good and should be embraced. People make mistakes but sometimes great things come from where you least expect them.
  • Zero tolerance for harassment. Hostile behaviour based on gender sexual expression or orientation, physical ability, physical appearance, ethnicity, race, national origin, political affiliation, age, religion or any other reason is prohibited.
  • Sexual harassment is a specific type of prohibited conduct. It may involve any conduct of a verbal, nonverbal or physical nature, including written and electronic communications.
  • Words matter: Choose your words wisely and be mindful of how these words may be interpreted, especially over messaging services where nuance is often lost. On the other side, don’t assume the worst. Give people the benefit of the doubt but explain any problems out loud to diffuse a situation.
  • Ask questions: Knowledge doesn’t happen in a vacuum. Give and take expertise where you can.
  • Talk about problems: Don’t let them fester - they will invariably get worse. It’s good to clear the air.
Approved by: All directors and stakeholders of Pandu Solutions Ltd.
Modern Slavery Policy
Created: February 2020
Last Revised: December 2024
Modern slavery is a crime and a violation of fundamental human rights. It takes various forms, such as slavery, servitude, forced and compulsory labour and human trafficking, all of which have in common the deprivation of a person’s liberty by another to exploit them for personal or commercial gain.
Pandu was formed from a multinational team and has always displayed honesty, integrity and respect among its members. We will never knowingly engage with another commercial entity that seeks to undermine or illegally exploit people in any form for personal or commercial gain.
Responsibility
While Pandu doesn’t yet meet the financial requirements to require a Modern Slavery Statement we recognise the virtue of thinking ahead about how to prevent any contribution or involvement in such a crime.
We are committed to notifying any encounter with a potential victim of modern slavery who does not want to enter the National Referral Mechanism. We are committed to ensuring there is transparency in our own business and in our approach to tackling modern slavery throughout our supply chains, consistent with our disclosure obligations under the Modern Slavery Act 2015.
Compliance
To comply with this policy, management at all levels is responsible for ensuring those reporting to them understand and comply with this policy and are given adequate training on it and the issue of modern slavery in supply chains.
Growth should never come from the suffering of others. We are aware that the world is imperfect and that bad actors can infiltrate even the most innocuous parts of society. We will remain vigilant to this global problem which always comes as a detriment to society.
Breaches of this policy
Any employee who breaches this policy will face disciplinary action, which could result in dismissal for misconduct or gross misconduct. We may terminate our relationship with other individuals and organisations working on our behalf if they breach this policy.
Approved by: All directors and stakeholders of Pandu Solutions Ltd.
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