Medysense Privacy Policy

Effective Date: 1 May 2025  |  Last Updated: 7 May 2025

1. Who We Are

Medysense is a health-technology platform that connects patients with licensed medical professionals for consultations, appointment booking, and general health guidance. We also offer an AI-powered health assistant ("Amelia") that can help you find doctors, answer general health questions, and manage appointments. Medysense is operated by Medysense Health Technologies and is primarily available in Nigeria.

2. Information We Collect

We collect several categories of data depending on how you interact with the Platform.

2.1 Information You Provide Directly

2.2 Information Collected Automatically

2.3 Information from Third Parties

If you sign in using Google or Facebook, we receive your name, email address, and profile picture from that provider. We do not receive or store your Google or Facebook password.

3. How We Use Your Information

We use personal data only for the purposes described below:

• Provide core services — create your account, match you with professionals, facilitate consultations, process appointments and payments.
• AI health assistant — power Amelia's ability to answer health questions, search for professionals, and help book appointments. Your conversation history and relevant health profile data are sent to our AI provider (see Section 5) to generate responses.
• Communication — send you appointment confirmations, payment receipts, service updates, and account-security alerts via push notification, email, or SMS.
• Safety and verification — verify professional credentials, prevent fraud, and enforce our Terms of Service.
• Improvement — analyse aggregated, de-identified usage trends to improve features, fix issues, and develop new services.
• Legal compliance — meet regulatory obligations, respond to lawful requests from authorities, and protect the rights and safety of our users.

We do not sell your personal data. We do not use your health information for advertising purposes.

4. Legal Basis for Processing

• Contract performance — processing necessary to deliver the services you signed up for (account management, appointments, payments).
• Consent — where required, such as collecting health data, voice recordings, and location information. You may withdraw consent at any time (see Section 9).
• Legitimate interest — improving our Platform, preventing fraud, and ensuring security.
• Legal obligation — where we are required by law to retain or disclose data.

5. Third-Party Service Providers

We share data with trusted third parties solely to operate the Platform. Each provider is contractually required to protect your data and use it only for the stated purpose.

We do not share, sell, or rent your personal information to advertisers, data brokers, or any other third party not listed above.

6. Data Retention

We keep your data only as long as necessary for the purposes described in this policy, or as required by law. Below is a summary of our retention periods:

When data reaches the end of its retention period, it is permanently deleted or irreversibly anonymised within 30 days.

7. Data Deletion

You can request deletion of your data in any of the following ways:

1. Delete your account from the app — go to Settings → Account → Delete Account. This will permanently remove your profile, health records, chat history, AI conversations, and all associated personal data from our active systems within 30 days.
2. Delete individual AI conversations — within the Amelia chat screen, you can delete specific conversations at any time.
3. Email us — send a deletion request to privacy@medysense.app from the email address associated with your account. We will process your request within 15 business days.

When you delete your account:

• Your personal information, health data, chat messages, AI conversations, profile photos, and uploaded documents are permanently removed from our active databases.
• Payment transaction records may be retained for up to 7 years as required by financial regulations, but will be dissociated from your personal identity.
• Data already shared with medical professionals during completed consultations (such as diagnosis notes) may be retained by those professionals in accordance with their own record-keeping obligations.
• Backup copies are purged within 30 days of deletion.
• Data held by third-party providers (Firebase, Sentry) will be deleted in accordance with their own retention schedules, typically within 90 days.

Please note that account deletion is irreversible. You will lose access to your consultation history, wallet balance, and all stored data.

8. Data Security

We take the security of your personal data seriously and have implemented the following measures:

• All data transmitted between your device and our servers is encrypted using TLS (HTTPS).
• Passwords are stored using industry-standard one-way hashing; we cannot see or retrieve your password.
• Access to production databases and servers is restricted to authorised personnel using multi-factor authentication.
• Payment processing is handled entirely by Paystack, a PCI-DSS compliant provider. We do not store your full card numbers.
• Our infrastructure is hosted on Amazon Web Services (AWS), which maintains SOC 2, ISO 27001, and other security certifications.
• We conduct regular reviews of our access controls and security practices.

While we strive to protect your personal data, no method of electronic transmission or storage is 100% secure. If you become aware of any unauthorised access to your account, please contact us immediately.

9. Your Rights

Depending on your location and applicable law, you may have the following rights:

• Access — request a copy of the personal data we hold about you.
• Correction — ask us to correct inaccurate or incomplete data. You can also update most information directly in the app under Settings.
• Deletion — request that we delete your personal data (see Section 7 above).
• Withdraw consent — where processing is based on your consent (e.g., location tracking, health data collection), you can withdraw consent at any time through your device settings or by contacting us. Withdrawal does not affect the lawfulness of processing carried out before withdrawal.
• Data portability — request your data in a structured, machine-readable format.
• Restriction — ask us to limit how we use your data in certain circumstances.
• Object — object to processing based on our legitimate interests.

To exercise any of these rights, email privacy@medysense.app. We will respond within 15 business days.

10. Children's Privacy

Medysense is not intended for use by children under the age of 16. We do not knowingly collect personal data from children. If you believe a child under 16 has provided us with personal information, please contact us at privacy@medysense.app and we will delete the data promptly.

11. Device Permissions

The app may request the following permissions on your device. Each permission is optional and you can grant or revoke it at any time through your device's settings:

• Camera — to take photos for your profile or share images during consultations.
• Location — to find nearby medical professionals and facilitate home-visit bookings. We access your location only when you actively use location-based features.
• Microphone — to enable voice conversations with Amelia AI. Audio is streamed for real-time transcription and is not stored after processing.
• Photo library — to upload existing photos for your profile or during consultations.
• Notifications — to send you appointment reminders, booking updates, and important account alerts.

Revoking a permission may limit certain features of the app but will not affect your ability to use core services like text-based chat and appointment booking.

12. Cookies and Tracking

The Medysense mobile app does not use cookies. Our website may use essential cookies required for the site to function (e.g., session management). We do not use advertising cookies or third-party tracking pixels.

13. International Data Transfers

Our servers are hosted on AWS in the United States. If you are located outside the United States, your data will be transferred to and processed in the United States. We rely on AWS's security certifications and contractual safeguards to ensure your data is protected to a standard consistent with applicable data-protection laws.

14. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, technology, or legal requirements. When we make material changes, we will notify you through an in-app notification or by email at least 7 days before the changes take effect. The "Last Updated" date at the top of this page indicates when the policy was most recently revised. We encourage you to review this policy periodically.

15. Contact Us