Your information deserves thoughtful care.

This Privacy Policy applies when you visit MediConnect, create or use an account, submit information as a patient or doctor, book or attend a consultation, send messages, or make a payment through the platform.

In this policy, “MediConnect”, “we”, “us”, and “our” refer to the operator of the MediConnect telemedicine platform. By using MediConnect, you acknowledge the practices described in this policy. Where consent is required for a particular use, we will ask for it separately.

We collect information you provide directly, information created while care is arranged or delivered, and limited technical information collected automatically.

Some information is optional, but choosing not to provide information needed for identity checks, clinical care, billing, or security may prevent us from providing the relevant feature.

We may use personal information to:

• Create, verify, secure, and administer accounts and profiles.
• Verify patient identity and doctor credentials and professional standing.
• Help patients discover doctors and arrange, approve, reschedule, or cancel appointments.
• Provide live consultations, clinical communication, medical records, prescriptions, and follow-up information.
• Process payments through PayHere, confirm transactions, issue eligible refunds, and maintain billing records.
• Send verification, booking, consultation, payment, security, and service communications.
• Provide support, respond to requests, and resolve technical or billing issues.
• Protect patients, doctors, staff, and the platform by preventing fraud, abuse, and unauthorised access.
• Monitor reliability, troubleshoot problems, improve the service, and meet legal or regulatory obligations.

Depending on the circumstances and applicable law, we process information to provide the service you request, with your consent, to comply with legal obligations, and for legitimate interests such as security, service reliability, and fraud prevention. You may withdraw consent where processing relies on consent, but this does not affect earlier lawful processing.

We do not sell or trade your personal or health information. We may share it with:

• Your selected doctor and other authorised participants involved in arranging or delivering your care.
• Authorised MediConnect personnel who need access for verification, safety, support, billing, administration, or legal compliance.
• PayHere to process and verify payments, refunds, and related transaction activity.
• LiveKit and other vetted providers that support video consultations, hosting, storage, communications, security, or platform operations.
• Authorities, regulators, courts, or other parties when disclosure is required by law or reasonably necessary to protect rights, safety, and platform integrity.
• A successor organisation in connection with a merger, restructuring, financing, or transfer of the platform, subject to appropriate confidentiality and legal safeguards.

Service providers may use information only to perform services for us or as otherwise permitted by law. Public doctor profiles display approved professional information to help patients make informed booking decisions; private verification documents are not part of the public profile.

We keep information only for as long as reasonably needed to provide and secure MediConnect, maintain clinical and transaction records, resolve disputes, enforce agreements, and meet legal, professional, accounting, and regulatory requirements.

Retention periods vary by the type of information. Closing an account may not result in immediate deletion where records must be preserved—for example, medical, prescription, appointment, payment, fraud-prevention, or audit records. When information is no longer required, we take reasonable steps to delete it, anonymise it, or securely restrict access.

Keep your password confidential, use a trusted device and network, and sign out when using a shared device. Contact us promptly if you believe your account or information has been compromised.

Live audio and video are transmitted to provide the consultation. MediConnect does not represent a consultation as recorded unless you are expressly informed. If a recording feature is introduced, we will provide notice and obtain any consent required by law before recording.

Your browser may let you block or delete cookies and local storage. Doing so can prevent sign-in, booking, checkout, security, or other essential features from working correctly. We may also use limited usage information to understand performance and improve the platform; where non-essential tracking requires consent, we will provide the appropriate choice.

Subject to applicable law and relevant clinical or record-keeping requirements, you may be entitled to:

• Ask whether we process your personal information and request access to it.
• Request correction of inaccurate or incomplete information.
• Request deletion, restriction, or objection to certain processing where those rights apply.
• Withdraw consent for future processing where consent is the basis used.
• Update profile details and communication preferences available in your account.
• Raise a concern with us or an appropriate data protection authority.

We may need to verify your identity before completing a request. A request can also be limited or declined where the law permits or where retaining information is necessary for patient safety, clinical integrity, legal claims, fraud prevention, or another legal obligation. We will explain the applicable reason where required.

An account holder may be able to manage a patient profile for a child or another family member. The account holder must have lawful authority to provide and manage that person’s information and to make decisions on their behalf where required.

Guardians and doctors should consider the patient’s age, capacity, safety, and applicable consent requirements when arranging care. MediConnect may request additional verification or decline use of a profile where authority or identity cannot be confirmed.

Some service providers may process or store information in countries outside your own. Where information is transferred internationally, we take reasonable steps to use providers and safeguards appropriate to the information and required by applicable law.

We may update this Privacy Policy as MediConnect, our providers, or legal requirements change. We will post the revised policy here and update the “last updated” date. If a change materially affects how we use information, we will provide additional notice or seek consent where required.

If you have a question, concern, or privacy request, contact the MediConnect support team using the official support details made available through the platform. Please include enough information for us to understand the request, but do not send identity documents, medical records, passwords, or payment credentials through an unsecured channel.