Privacy Policy

1. Overview

This Privacy Policy explains how CareValue Health collects, uses, stores, protects, and shares personal information when you use our website, create an account, book care, communicate with practitioners, or interact with our support channels.

Because our services may involve health-related information, we treat privacy and confidentiality as core operational requirements. However, no online system can guarantee absolute security.

2. Information we collect

We may collect information you provide directly, including your name, email address, phone number, date of birth, location, identity or verification details, payment-related details, support messages, and information submitted during registration or account management.

We may also collect consultation-related and health-related information you choose to share, including symptoms, medical history, medications, allergies, booking details, practitioner notes, referrals, prescriptions, follow-up records, and content captured during virtual consultations where applicable.

3. AI-assisted consultation tools

Some virtual consultations may involve third-party AI-assisted meeting or documentation tools that can join a session and process consultation content for quality assurance, documentation support, safety review, service operations, training review, and related healthcare administration purposes.

Where these tools are used, they may capture, generate, store, or process video, audio, transcripts, summaries, meeting metadata, and health-related discussion content, subject to our operational controls, contractual arrangements, and applicable law.

4. Information collected automatically

When you use the platform, we may automatically collect technical information such as device type, browser details, pages visited, timestamps, IP address, approximate location, referral source, and usage analytics needed to operate, secure, and improve the service.

We may use cookies, local storage, pixels, or similar technologies for authentication, service performance, preference retention, analytics, and fraud prevention.

5. How we use information

We use personal information to create and manage your account, verify identity, deliver consultations and care-related services, process bookings and payments, respond to support requests, personalize the user experience, and maintain records needed for service operations.

We also use information to protect users, detect abuse, enforce platform rules, comply with legal or regulatory obligations, communicate service updates, and improve product quality, workflows, and clinical operations.

This may include reviewing consultation recordings, transcripts, summaries, and related outputs generated through AI-assisted tools or authorized service providers used in connection with virtual care delivery.

6. Legal basis and consent

Where required by applicable law, we process personal information on the basis of consent, contractual necessity, legal obligation, legitimate interests, protection of vital interests, or the provision of healthcare services.

Where you provide consent, you may withdraw it prospectively, but this will not affect processing already carried out lawfully before withdrawal.

7. How we share information

We may share information with healthcare practitioners, service providers, payment processors, infrastructure providers, analytics providers, identity or verification partners, AI-assisted meeting or documentation providers, and other operational vendors that support delivery of the platform.

We may also disclose information where required by law, court order, regulatory request, professional obligation, patient-safety concern, business transfer, or to investigate fraud, abuse, or security incidents.

8. Data retention

We retain information for as long as reasonably necessary to provide services, maintain medical or business records, resolve disputes, enforce agreements, meet legal obligations, and support safety, audit, and compliance needs.

Retention periods may vary depending on the type of information, the service involved, and the legal or clinical obligations attached to that information.

Where consultation recordings, transcripts, or summaries are created through AI-assisted tools, they may be retained for documentation, quality review, compliance, dispute resolution, patient safety, and operational continuity purposes, subject to applicable retention requirements.

9. Security measures

We use administrative, technical, and organizational safeguards intended to protect personal information against unauthorized access, loss, misuse, alteration, or disclosure.

You are also responsible for maintaining the confidentiality of your account credentials and for using secure devices and networks when accessing the platform.

10. Your rights and choices

Depending on the laws that apply to you, you may have rights to request access to your personal information, correction of inaccurate data, deletion of certain records, restriction of processing, objection to certain uses, or portability of data.

You may also opt out of certain non-essential communications. Some rights may be limited where retention or continued processing is required for legal, regulatory, clinical, or safety reasons.

11. Children's privacy

The platform is not intended for independent use by children unless permitted through a parent, guardian, or another legally authorized representative and handled in accordance with applicable law.

If we learn that information has been provided in a way that does not comply with applicable legal requirements, we may take steps to remove, restrict, or correct the relevant data.

12. International transfers

Your information may be processed in jurisdictions other than where you are located, including by service providers that support hosting, communications, analytics, or payments.

Where cross-border transfers occur, we take steps intended to ensure that appropriate safeguards apply as required by law.

13. Policy updates and contact

We may update this Privacy Policy from time to time to reflect operational, legal, clinical, or technical changes. The updated version will apply from the date it is published on the platform unless otherwise stated.

If you have questions, requests, or complaints about privacy or personal data handling, contact CareValue Health through the official support or contact channels listed on the platform.