FORMAL PRIVACY NOTICE
Privacy Policy
This Privacy Policy describes how [Clinic Legal Name] collects, uses, stores, shares, retains, and otherwise processes personal data through the appointment, records, and communication platform made available to patients, staff, and clinic operators.
This notice should be read together with the clinic’s grievance, correction, retention, and child-data handling practices. Replace all bracketed placeholders with the clinic’s final legal and contact details before publishing.
KEY NOTICE DETAILS
Effective date
March 17, 2026
Version
1.0
Data fiduciary
[Clinic Legal Name]
Grievance contact
[Privacy / Grievance Officer Name]
Replace before publishing
This page is now structured as a legal-style privacy notice, but it still contains placeholders that must be replaced with the clinic’s final legal identity, address, and grievance-contact details.
SECTION 1
Identity of the clinic and scope of this policy
This Privacy Policy applies to the website, appointment platform, patient-login surfaces, staff-login surfaces, document-upload flows, communication features, and associated services operated by [Clinic Legal Name], having its principal place of business at [Registered Address], [City, State, PIN, Country].
This policy explains how personal data is handled when a patient, staff member, or clinic representative accesses or uses the service. It should also be read together with the clinic’s applicable grievance, correction, and retention practices.
SECTION 2
Categories of personal data collected
Depending on how the service is used, the clinic may collect, receive, generate, or maintain the following categories of data.
Account and identity information
- name, phone number, password, and verified contact details
- optional email address and profile information such as age
- login, session, OTP, lockout, and account-security metadata
Appointment and care-related information
- appointment bookings, visit history, location selection, and scheduling records
- uploaded medical reports, external prescriptions, and clinic-issued prescriptions
- patient-history records and appointment-linked notes made available through the platform
Operational, payment, and compliance information
- manual payment-status records and payment QR configuration where relevant to clinic operations
- rights requests, grievance requests, deletion requests, and related resolution records
- audit logs, incident-review records, and service-delivery metadata required for security and compliance
SECTION 3
Purposes of processing
The clinic processes data only for lawful and operationally necessary purposes connected with the provision of healthcare support services, appointment management, communication, security, and compliance.
Account creation and authentication
to register users, verify identity, manage login access, protect accounts, and prevent misuse or unauthorized access
Appointment and care delivery
to schedule, manage, modify, and document appointments, and to allow the clinic and doctor to review records relevant to care delivery
Documents and prescriptions
to store, retrieve, and provide controlled access to uploaded reports, prescriptions, and related clinical files
Service communications
to send OTPs, appointment communications, document notifications, prescription notices, and related operational messages
Compliance, security, and legal obligations
to maintain audit evidence, investigate incidents, review rights requests, preserve required records, and comply with applicable legal or regulatory requirements
SECTION 4
Service communications
The service uses channel-specific communications for security and operational purposes. The current service model does not provide patient-controlled channel-by-channel notification preferences.
SMS
OTP and account-security communications
same-day appointment reminders, where enabled by the clinic
appointment, payment, document, and prescription-related service updates
SECTION 5
Sharing with service providers and processors
The clinic may engage third-party service providers and processors to support hosting, storage, communications, and approved assistive features. Such providers should process data only to the extent necessary for their contracted role.
- hosting, database, cache, and private object-storage providers used to run the platform
- SMS, email, and WhatsApp communication providers used for service messaging
- OpenAI-backed assistive processing used solely for approved doctor-assist features, where enabled
Where required by applicable law or clinic policy, the clinic should maintain a vendor or subprocessor register identifying the actual service providers in use.
SECTION 6
Security measures and storage handling
The clinic uses technical and organizational measures designed to protect personal data against unauthorized access, misuse, accidental loss, or improper disclosure.
- private object-storage design for reports, prescriptions, and related uploaded files
- short-lived signed URLs for controlled file access
- authentication and authorization checks before sensitive access is granted
- upload validation, storage-key minimization, and audit-oriented handling for document operations
- operational monitoring, access controls, and incident-response procedures appropriate to the clinic environment
SECTION 7
Retention and deletion
Personal data is retained only for as long as necessary for the purpose for which it was collected, or as required for applicable legal, operational, clinical, accounting, audit, or security reasons.
The clinic applies defined retention schedules to different categories of information and reviews deletion requests against those schedules before any erasure is carried out.
- OTP metadata may be retained for 90 days.
- Auth action-token evidence may be retained for 30 days after expiry or use.
- Failed-login and lockout metadata may be retained for 180 days.
- Appointments, notes, reports, and prescriptions may be retained for a minimum of 3 years.
- Payment evidence may be retained for a longer accounting or audit window, including up to 8 years where required by clinic policy.
- Notification records may be retained for 365 days.
- Audit logs and deletion-request evidence may be retained for a minimum of 3 years.
- Where deletion is permitted after the relevant retention period, related records and eligible stored files may be removed through controlled and auditable cleanup processes.
A deletion request does not necessarily result in immediate erasure. Data may continue to be retained where clinical, payment, audit, or security holds apply, or where retention is otherwise required by clinic policy or law.
Where records become eligible for deletion, the clinic may remove both database records and associated stored files through controlled processes designed to preserve auditability and handle failures or retries appropriately.
SECTION 8
Rights of patients and data principals
Subject to applicable law and clinic procedures, a patient may:
- access information made available through the patient-facing surfaces of the platform
- request correction of profile or record information, subject to clinic review
- raise a grievance relating to privacy, records, communications, or platform use
- request deletion review, subject to applicable retention, audit, payment, clinical, or security holds
- contact the clinic’s privacy or grievance contact using the details published with this notice
Requests for correction, grievance review, and deletion are subject to verification, clinic review, and applicable retention or history-preservation requirements.
SECTION 9
Children and guardian handling
The current service is intended for self-service registration by individuals aged 18 years and above. Self-service registration for minors is not currently supported.
Where a minor requires care, the clinic may create and maintain records through clinic-assisted workflows. Guardian-linked digital self-service should not be enabled unless the clinic has implemented an appropriate guardian-consent and account-control workflow.
SECTION 10
AI-assisted features
Where enabled by the clinic, AI-assisted features are limited to approved assistive functions such as text extraction from uploaded records and doctor-review draft summarization.
AI output is assistive only. It must not be treated as final diagnosis, prescription, autonomous treatment advice, or substitute for doctor review.
SECTION 11
Grievance and privacy contact details
Contact details
Clinic: [Clinic Legal Name]
Address: [Registered Address], [City, State, PIN, Country]
Grievance / Privacy Officer: [Privacy / Grievance Officer Name]
Email: [Privacy Email]
Phone: [Privacy Phone]
Support email: [Support Email]
Support phone: [Support Phone]
Any privacy, correction, grievance, or deletion-related concern may be raised using the above contact details or through the patient-rights features made available in the service, where applicable.
SECTION 12
Changes to this policy
The clinic may update this Privacy Policy from time to time to reflect legal requirements, operational changes, vendor changes, or service updates. The revised version should include an updated effective date and version number.