Privacy and Personal Data Protection

Compliance

Our website/platforms and online services are intended for users located in the Kingdom of Saudi Arabia. 

We comply with all applicable data protection laws in the Kingdom.

Data Collection and Use

  • We may collect, process and retain the following types of information about you (referred to as Data in this Privacy Policy) from our platforms including:
  • Information capable of identifying you personally which you may provide at the time of voluntary registration for services we provide, or which is collected through your use of  our websites (including when you make enquiries through our platform (Personal Information), and this may include name, address, email address, date of birth, mobile phone number, national ID number, Medical Record Number (MRN) username etc.
  • Financial information (e.g. credit card details, banking details).
  • Information relating to your use of the website (e.g. domain name, IP address, cookies, location data).
  • Information relating to your purchase of or access to a product or service (e.g. purchase records, delivery details, payment receipts etc.).
  • Any feedback or comments you provide online.
  • Information which we consider to be sensitive personal information relating to your health, including or related to it, and may include information:
    • About your individual health, including your medical history.
    • Your vital signs, such as weight, height, blood pressure, etc.
    • Any disabilities you may have or have had.
    • Any health care services that are being provided to you or have been provided to you
    • Information about you that is collected before or during the provision of any health care services, and incidentally.
    • Information relating to your medical insurance coverage, if you choose to provide it for direct billing purposes
    • Any other information that you voluntarily choose to provide through the platforms from time to time (for example, if you fill out an inquiry form, register for a promotion, or participate in a support chat service).
    • The platform will record and track your use of the website using cookies and other monitoring tools and devices, among other things. You may choose to turn off cookies in your browser and you may delete them from your hard drive. You do not need to have cookies turned on to use the website, but you will need them to use and access some parts of the Sites and to access personalized or secure content on the website. Some web pages on the website may not function properly if cookies are turned off.

We will only collect, use, or process your Sensitive Personal Information (such as medical history, health conditions, or treatment details) after obtaining your explicit consent. You have the right to withdraw your consent at any time, without affecting the services provided to you or the legality of any processing done based on prior consent. Your registration, and use of the services provided through our website constitutes your express consent to these terms and conditions regarding the collection, processing and retention of your sensitive personal data.

How we use your information

We use your personal information when necessary to provide you with services (such as scheduling appointments, maintaining medical records, analyzing your data, etc.), to process transactions you have requested, or to operate the websites. This may include our analysis of patient medical records and analytics including, but not limited to, diagnoses, prescriptions, lab results, etc. and to communicate with your insurance provider.

We may also use this personal information to:

  • Track traffic patterns to and from the website (which may include keeping details of your IP address, operating system, browser, domain, and other user information (such as your username).
  • Notify you of marketing promotions that are displayed
  • Ensure that the content of the website is presented in the most effective manner for you and the device you are using to access the website
  • Review, develop, facilitate, or improve our provision of the website and the services available on it
  • Simplify the entry of your personal information into certain online forms
  • Enable you to log in to the website and access and use certain services provided through it 
  • Contact you for follow-up purposes if a consultation session ends due to a technical failure or for an unknown reason.
  • Respond to any inquiries, requests or comments you have submitted.
  • Review, develop and improve the services we provide
  • Notify you of changes to the platforms or our services, where applicable
  • Protect the safety of members of the public and users of our services for non-personal information only, with advertisers and other service providers for marketing purposes
  • With vendors, administrative service providers, technology providers and carefully selected business partners for data validation, enhancement, verification and anonymization services.
  • For any other purpose to which the user consents; and as necessary to comply with legal and regulatory obligations, including record keeping and, if necessary, in the exercise or defense of legal claims.
  • We use Sensitive Personal Information to ensure that we can provide the services you have requested and/or have provided to you to the best of our ability. 
  • We will use Sensitive Personal Information to help provide you with information about your health or medical records and to provide our services, including considering your Sensitive Personal Information to make recommendations and diagnoses and store sensitive personal information in your medical records in accordance with prevailing medical field practices in the Kingdom and in accordance with our legal obligations.

Marketing

  • We may use your personal information to contact you directly to provide you with information about services you have requested from us or which we think may be of interest to you. You may opt out of receiving such communications at any time.
  • By continuing to access our Services and agreeing to this Privacy Policy, you hereby expressly consent to our use of your personal information for marketing purposes.
  • To opt out, please contact us at: 920022811

Sharing your information

We will not disclose your personal information to third parties except as set forth in this Privacy Policy or as otherwise permitted or required by law or any court of competent jurisdiction. 

By using our Services, you consent to our disclosure of information as described in this Privacy Policy. You understand that if you request us to obtain authorization for payment from your insurance company, we may need to disclose sensitive medical information to your insurance company, including details of treatment or products requested, and you consent to such disclosure. You understand that your personal information may be transferred outside the area in which you reside for processing by us, and you consent to such transfer.

Your personal data may be transferred outside the Kingdom of Saudi Arabia only in accordance with the Saudi Personal Data Protection Law. 

We may disclose Personal Information, which may include Sensitive Personal Information:

  • To IT service providers, who are mostly members of the company, however, third-party cloud service providers may be used to store and process video consultations or the like
  • To members of our company.
  • To competent regulatory, governmental or judicial authorities in response to a legally binding request or legal compliance obligation or in pursuit of significant public interests such as the identification and control of infectious diseases
  • To emergency services or other specialist intervention providers, if we believe you or other members of the public may be in imminent danger
  • To your medical insurance provider, if you have directed us to do so for billing purposes and we provide direct billing at that time
  • To third parties who maintain databases against which we need to compare your information.
  • To another healthcare professional for the purposes of ensuring the provision and improvement of ongoing medical treatment, healthcare services or the provision of medicines.
  • To communicate with patients about their care or welfare.
  • To communicate with family members and others involved in the patient’s care
  • To conduct anonymized retrospective medical research
  • For public health purposes
  • In accordance with customary and recognized professional practice in the circumstances and permitted by law; or
  • If such information is already publicly known through lawful disclosure by you or your legal representatives.
  • Any third party acting as a supplier or subcontractor to us will be under a legally binding duty of confidentiality and we will secure commitments from such third parties to keep your information secure and not to use it for any purpose other than the purpose for which we contracted with such third party (such as providing hosting services).

Aggregated non-personal data

We may share anonymized data or derivatives of such data with third parties for research, statistical or epidemiological purposes in accordance with applicable law and/or regulations or courts. We will ensure that you cannot be identified from any such data before it is shared.

Proper Provision of medical services

If you use our medical services, such as telehealth services, you must ensure that you provide complete and accurate information as prompted by the data entry fields on our sites and the consulting physician. 

Our physicians rely on the information you provide to inform their assessment of you. If you provide inaccurate or incomplete information, the assessment you receive may be based on an incorrect understanding of your circumstances and this may result in adverse health care outcomes. We are not responsible for acting on information you provide that is incomplete or inaccurate.

Minors

We are committed to protecting the privacy needs of children and encourage parents and guardians to take an active role in their children’s online activities and interests. However, given the nature of medical services, our Services may be beneficial to children and the ability to access certain Services online may be more convenient and less stressful than accessing Services in a face-to-face setting.  

Security

  • We are committed to protecting the information you provide to us. We have implemented security policies, rules and technical measures to protect the personal information we have under our control, in accordance with applicable data protection laws. Our security measures are designed to prevent unauthorized access, improper use, disclosure, unauthorized modification, unlawful destruction or accidental loss. 
  • In addition, we limit access to your personal information to those employees, agents, contractors and other third parties who have a business need to know. They will only process your personal information on our instructions, and they are subject to a duty of confidentiality.

Data Retention

  • We will only retain your data for as long as necessary to fulfill the purposes for which it was collected, to respond to any queries or complaints, to improve the services we provide to you, to comply with any legal obligations to which we may be subject, and to comply with medical best practice and regulatory requirements regarding the retention of medical records.
  • To determine the appropriate retention period for personal information, we consider the amount, nature and sensitivity of the personal information, the potential risk of harm from unauthorized use or disclosure of your personal information, the purposes for which we process your personal information and whether we can achieve those purposes through other means, and applicable legal requirements.
  • When your personal information is no longer required, we will ensure that it is securely deleted or made inaccessible.
  • If you are based in Saudi Arabia and have ordered physical goods from us, such as through our online pharmacy, we will only retain personal data relating to the transaction for as long as is necessary, considering the nature of the transaction, unless we are required to retain the data for a longer period by law.

Once your personal data is no longer required, we will securely retain, delete or anonymize it ensuring full compliance with legal obligations prescribed under the PDPL.

Third-party Websites

  • Our Sites may provide links to third-party websites for your convenience. If you access these links, you will leave our Sites. We do not control third-party websites or their privacy practices, which may differ from ours. We do not endorse or make any representations about third-party websites. 
  • This Privacy Policy does not cover personal information you choose to provide to unrelated third parties. We encourage you to review the privacy policy of any company before providing your personal information. Some third-party companies may choose to share your personal information with us; such sharing is subject to the privacy policy of that third-party company.

Inquiries and Complaints

You have the following rights regarding your personal data:

  • Right to access your personal data at any time.
  • Right to request correction or deletion of inaccurate or outdated data.
  • Right to restrict or object to the processing of your personal data.
  • Right to withdraw consent for data processing where it is based on your prior consent.

To exercise these rights, please contact us at: 920022811


Transfer on merger, sale, or similar event

In the event that the company is acquired by a third party, merged with, sold, or otherwise transferred to a third party of all or substantially all of its assets, or in the event of a change in control of the company, bankruptcy, insolvency, reorganization, receivership, assignment for the benefit of creditors, or the application of laws or equitable principles that generally affect the rights of creditors in the company, information collected by the company from users may be transferred or assigned as part of such merger, acquisition, sale, change of control, or other specified event, but to the extent permitted by applicable law, the obligations of this Privacy Policy will continue to be binding on the company’s successors and assigns.

Overall law

By providing information to the company, each user:

  1. Acknowledges that the company operates in the Kingdom of Saudi Arabia,
  2. Agrees to allow us to transfer and use such User’s information wherever necessary, including across international borders, to improve the services and transactions provided by the company and/or its advertisers and other third-party service providers, and
  3. Agrees that such use by us will be subject to the terms and conditions set forth in this document and the applicable laws of the Kingdom of Saudi Arabia.