Privacy Policy - Medic Helpline

Privacy Policy

1. Introduction

Medic Helpline (“MedicHelpline”, “we”, “our”, or “us”) operates an online platform that provides trusted health information and helps users discover hospitals, treatments, and healthcare services.

This Privacy Policy explains how we collect, use, store, disclose, and protect your information when you access or use our website, mobile experiences, and related services (collectively, the “Services”).

3. Information we collect

3.1 Information you provide to us

  • Account and profile information: Name, email address, phone number, password, and any other information you provide when creating or updating an account (if account functionality is enabled on the site).
  • Health and preference information: Optional details you share about your health concerns, location, preferred hospitals, specialties, or treatments to help us show relevant information and options.
  • Communications: Information you provide when you fill out forms, submit queries, request call-backs, subscribe to updates, or contact us by email or other channels.
  • Content and reviews: Any content you choose to submit through the Services, such as feedback, ratings, questions, or comments about hospitals and healthcare services (if available).

3.2 Information collected automatically

  • Usage and device data: IP address, browser type, operating system, device identifiers, pages viewed, date and time of visits, referring URLs, and interaction data collected through cookies and similar technologies.
  • Location data: Approximate location derived from your IP address or browser settings, and more precise location if you grant us permission through your device or browser.

3.3 Information from third parties

  • Healthcare partners and hospitals: We may receive information from hospitals and healthcare providers listed on our platform if you interact with them through our Services, such as appointment status or service usage, subject to their own privacy practices.
  • Analytics and advertising partners: Aggregated or pseudonymous information from analytics and marketing tools to understand performance and improve the Services.

4. How we use your information

We use the information collected for the following purposes:

  • To operate, maintain, and improve the Services, including our health information content and hospital discovery features.
  • To personalise your experience, such as showing relevant hospitals, treatments, and health information based on your preferences and location.
  • To respond to your requests, questions, and feedback, and to provide customer support.
  • To communicate with you about updates, service changes, security alerts, and marketing or promotional content (where permitted by law and your communication preferences).
  • To protect the security and integrity of our Services, prevent fraud and abuse, and comply with legal obligations.
  • To generate aggregated, de-identified insights about platform usage and healthcare trends to help improve health access and decision-making.

5. Cookies and similar technologies

We use cookies, pixels, and similar tracking technologies to recognise you when you visit our website, understand how you interact with our content, and improve your browsing experience.

You can manage cookies through your browser settings, including blocking or deleting them, but doing so may affect certain features or functionality of the Services.

6. How we share your information

We do not sell your personal information, but we may share it in the limited circumstances described below.

  • Hospitals and healthcare providers: When you choose to connect with, request information from, or book services with a hospital or healthcare provider through the platform, we may share relevant details with that provider to fulfil your request.
  • Service providers: Third-party vendors that help us operate the Services (such as hosting, analytics, email delivery, and security) and process data on our behalf under appropriate data protection safeguards.
  • Legal and safety: When required by law, regulation, legal process, or government request, or when necessary to protect the rights, property, or safety of users, healthcare partners, or the public.
  • Business transfers: In connection with a merger, acquisition, financing, or sale of all or part of our business, your information may be transferred as part of that transaction, subject to continuing protections.
  • Aggregated and de-identified data: Information that has been aggregated or anonymised so it cannot reasonably identify you may be shared for analytics, research, or other legitimate purposes.

8. Data retention

We retain your personal information for as long as necessary to provide the Services, comply with legal and regulatory obligations, resolve disputes, enforce our agreements, and pursue legitimate business purposes.

When information is no longer needed, we will take reasonable steps to delete, anonymise, or securely store it in accordance with applicable laws and our internal policies.

9. Data security

We use reasonable technical and organisational measures designed to protect your information from unauthorised access, misuse, loss, or disclosure, taking into account the nature of the data and the risks involved.

No method of transmission over the internet or electronic storage is completely secure, so we cannot guarantee absolute security, but we work continuously to improve our safeguards.

10. Your rights and choices

Depending on your jurisdiction, you may have certain rights regarding your personal information, such as the right to access, correct, update, restrict, or delete your data, or to object to certain processing activities.

You may also have the right to withdraw consent, change communication preferences, or lodge a complaint with a data protection authority. To exercise these rights, please contact us using the details provided in the “Contact us” section below.

11. Children’s privacy

Our Services are intended for use by adults and are not directed at children under the age of 18, unless used under the supervision of a parent, guardian, or authorised caregiver.

If we become aware that we have collected personal information from a child without appropriate consent, we will take reasonable steps to delete such information as soon as practicable.

12. International data transfers

Your information may be stored and processed in countries other than your own, which may have different data protection laws from those in your jurisdiction.

When we transfer personal information internationally, we take appropriate measures to protect it in accordance with this Privacy Policy and applicable law.

13. Third-party websites and content

The Services may include links to third-party websites, apps, content, or services, including hospital and healthcare provider websites listed on our platform.

This Privacy Policy does not apply to third-party properties, and you should review their privacy policies to understand their practices before providing personal information.

14. Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, legal requirements, or the features of the Services.

When we make material changes, we will update the “Effective date” at the top of this page and, where appropriate, provide additional notice through the Services.

15. Contact us

If you have any questions, concerns, or requests regarding this Privacy Policy or our data practices, please contact us using the contact details provided on our website’s contact or support page.

When you contact us, we may ask for additional information to verify your identity and help respond to your request securely.