Protecting your privacy and health information is fundamental to the trust you place in us. Here's how we collect, use, and safeguard your information across the Carevia platform.
Effective Date: August 9, 2026Last Updated: August 9, 2026
1.Introduction
At Carevia, protecting your privacy and health information is fundamental to the trust you place in us.
This Privacy Policy explains how Carevia ("Carevia", "we", "us" or "our") collects, uses, stores, shares and protects personal information when you use our websites, mobile applications, patient portals, healthcare services and other products or services within the Carevia ecosystem.
This may include services relating to medical consultations, diagnostics, pharmacy, vaccinations, emergency care, family health management, wellness and fitness, healthcare records and other connected healthcare services.
By using Carevia, you acknowledge the practices described in this Privacy Policy.
2.Scope of this Policy
This Privacy Policy applies when you:
Visit a Carevia website
Create or use a Carevia account
Use the Carevia mobile application
Book healthcare services
Participate in a telemedicine consultation
Purchase healthcare products
Order laboratory or diagnostic tests
Upload or receive prescriptions
Receive laboratory results
Request emergency or ambulance services
Use fitness or wellness features
Create or manage family or dependant profiles
Communicate with healthcare professionals or Carevia support
Participate in Carevia communities or programmes
Otherwise interact with Carevia
Certain healthcare providers or partners may also have their own privacy notices governing information they independently collect or control.
3.Information We Collect
The information we collect depends on the services you use.
A. Identity and Contact Information
We may collect:
Full name
Date of birth
Gender or sex information where relevant to care
Telephone number
Email address
Residential or contact address
Profile photograph
Government-issued identification where verification is required
Emergency contact information
B. Health and Medical Information
When necessary to provide healthcare services, we may process information such as:
Symptoms
Medical history
Existing health conditions
Allergies
Medications
Consultation records
Clinical notes
Diagnoses
Laboratory requests and results
Biomarker and medical trend information
Prescriptions
Vaccination information
Dental information
Eye-care and optical prescription information
Pregnancy or maternal health information where applicable
Information supplied through pre-consultation assessments
Other information relevant to the healthcare services you request
Health information is sensitive personal data and is handled with additional safeguards.
C. Appointment and Service Information
We may collect information about:
Appointments
Healthcare professionals selected
Service locations
Appointment dates and times
Cancellations and rescheduling
Home collection requests
Pharmacy orders
Diagnostic orders
Ambulance or emergency requests
Your service history
D. Payment and Transaction Information
When you purchase products or services, we may process:
Transaction references
Amounts
Payment status
Refund information
Billing information
Limited payment-related information received from payment providers
Payment card and banking information may be processed directly by authorised payment service providers rather than stored by Carevia.
E. Location Information
Certain Carevia services require location information.
This may include:
Home sample collection
Nearby healthcare facility discovery
Vaccine centre discovery
Pharmacy delivery
Ambulance dispatch
Emergency response
Fitness activity tracking
Other location-dependent services
Where appropriate, we request device permission before accessing precise location information.
Background location may be used only for features that genuinely require it, such as an active emergency or an activity-tracking session, subject to your device permissions.
F. Device and Technical Information
We may automatically collect:
Device type
Operating system
Browser type
IP address
App version
Device identifiers
Login activity
Crash information
Performance information
Security events
Usage information
This information helps us maintain security, diagnose technical problems and improve Carevia.
G. Communications
We may process communications you have with:
Doctors
Pharmacists
Laboratory personnel
Carevia support
Emergency personnel
Other authorised healthcare professionals
This may include messages sent through consultation chat, support conversations and other communication tools.
4.How We Collect Information
We may collect information:
Directly from you when you register, complete forms, book services, communicate with healthcare professionals or use Carevia.
From healthcare professionals and service providers involved in providing care to you.
From your device when you use our website or application.
From authorised family members or representatives where they are permitted to manage care on your behalf.
From connected services where you have authorised an integration.
From healthcare and business partners where permitted by law and necessary for providing Carevia services.
5.How We Use Your Information
We use personal information where necessary to operate Carevia and provide requested services.
This includes:
Creating and managing accounts
Verifying identity
Scheduling appointments
Facilitating medical consultations
Coordinating laboratory testing
Arranging home sample collection
Processing pharmacy orders and prescriptions
Facilitating vaccinations
Coordinating emergency services
Maintaining healthcare records
Managing family health profiles
Processing payments
Providing customer support
Sending service notifications and reminders
Maintaining platform security
Detecting fraud and abuse
Improving our products and services
Performing authorised analytics
Complying with healthcare and legal requirements
Protecting users, healthcare professionals and the Carevia platform
We will not use sensitive health information for unrelated purposes without an appropriate legal basis.
6.Health Information and Confidentiality
Carevia recognises the particularly sensitive nature of health information.
Access to medical information is restricted to authorised persons who require access for legitimate healthcare, operational, administrative, security or legal purposes.
Depending on the service, this may include:
Treating healthcare professionals
Laboratory professionals
Pharmacists
Authorised Carevia personnel
Approved service providers supporting healthcare delivery
Access to health information should be limited according to role and operational need.
7.Telemedicine and Digital Consultations
When you use Carevia's telemedicine services, information may be exchanged between you and authorised healthcare professionals.
This can include:
Pre-consultation responses
Medical history
Consultation messages
Clinical notes
Prescriptions
Diagnostic recommendations
Other information necessary for providing care
Video or audio consultations will not be recorded unless recording is necessary, legally permitted and you are appropriately informed.
8.Laboratory and Diagnostic Information
When you use diagnostic services, Carevia may process information concerning:
Tests ordered
Collection information
Sample status
Laboratory processing
Results
Reference ranges
Medical trends
Clinical interpretation
Your results may be made available to you and appropriately authorised healthcare professionals through Carevia.
9.Pharmacy and Prescription Information
Carevia may process prescriptions and related medical information to facilitate pharmacy services.
Prescription information may be shared with authorised pharmacists or pharmacy partners where necessary to:
Verify a prescription
Determine medicine availability
Fulfil an order
Address prescription issues
Comply with applicable healthcare requirements
10.Emergency Services and Location Data
If you use Carevia emergency services, we may process precise location information to facilitate emergency response.
During an active emergency, location information may be shared with authorised:
Dispatch personnel
Ambulance teams
Paramedics
Healthcare facilities
Other emergency personnel where necessary
Where background location tracking is required, it should operate only for the period reasonably necessary to support the relevant service.
Emergency location information will not be used for advertising.
11.Family and Dependant Profiles
Carevia may allow users to manage healthcare services for children, elderly relatives or other dependants.
If you provide information about another person, you represent that you have appropriate authority to provide and manage that information.
Access to dependant information may be subject to:
Age
Guardianship
Consent
Legal authority
Applicable healthcare requirements
We may request evidence of authority where appropriate.
12.Children's Privacy
Carevia does not knowingly allow children who lack the legal capacity to independently consent to create unrestricted accounts without appropriate parental, guardian or other lawful authorisation.
Where children's information is processed, we apply safeguards appropriate to the nature of the information and applicable legal requirements.
Parents or guardians may contact us regarding personal information associated with a dependant under their lawful care.
13.Fitness and Connected Health Services
If you choose to connect Carevia with supported health or fitness platforms, we may process authorised information such as:
Steps
Distance
Workout activity
Exercise duration
Heart-rate information, where supported and authorised
Other approved health or activity metrics
You control the permissions granted through your device or connected service.
You may withdraw those permissions through the relevant platform settings.
Consumer fitness information should not be treated as a substitute for professional clinical assessment.
14.Artificial Intelligence
Carevia may use artificial intelligence or automated technologies to support certain experiences, such as:
Explaining laboratory information
Organising health information
Supporting navigation through Carevia
Providing general health education
Assisting authorised healthcare or operational workflows
AI-generated information is not intended to replace the professional judgement of a qualified healthcare professional.
Where AI processes health information, Carevia will apply appropriate safeguards and access controls.
We do not intend to make solely automated decisions producing significant medical or legal effects without appropriate safeguards and human involvement where required.
15.How We Share Information
Carevia does not sell your personal health information.
We may share personal information only where reasonably necessary and legally permitted.
Recipients may include:
Doctors and healthcare professionals
Laboratories
Pharmacies
Hospitals and clinics
Ambulance and emergency providers
Logistics providers
Payment processors
Cloud and infrastructure providers
Communication service providers
Technology vendors supporting Carevia
Government, regulatory or law-enforcement authorities where legally required
Service providers receiving personal information are expected to process it only for authorised purposes and subject to appropriate confidentiality and security requirements.
16.Marketing and Advertising
Carevia may send information about relevant products, services, programmes or health initiatives where legally permitted.
Where consent is required, we will obtain it.
You can withdraw from optional marketing communications through available unsubscribe or account preference mechanisms.
Clinical and sensitive health information will not be disclosed to third-party advertisers for independent targeted advertising without appropriate legal authority and consent where required.
Service communications — such as appointment reminders, security alerts or order updates — may still be sent because they are necessary to operate the services you use.
17.Cookies and Similar Technologies
Our websites and applications may use cookies, SDKs and similar technologies to:
Maintain sessions
Remember preferences
Improve performance
Understand platform usage
Detect fraud
Maintain security
Measure service effectiveness
Where required, you will be provided with choices regarding non-essential cookies and similar technologies.
Further information may be provided in our Cookie Policy.
18.Legal Bases for Processing
Depending on the circumstances and applicable law, we may process personal information because:
You have provided consent
Processing is necessary to provide a service or perform a contract with you
Processing is necessary to comply with a legal obligation
Processing is necessary to protect vital interests, including certain emergency situations
Processing is necessary for legitimate interests that do not improperly override your rights
Another lawful basis applicable to healthcare or sensitive personal data permits the processing
Where we rely on consent, you may withdraw it, subject to legal or operational limitations.
19.Data Security
Carevia maintains administrative, organisational and technical measures intended to protect personal information.
These may include:
Encryption in transit
Encryption of sensitive stored information where appropriate
Secure authentication
Access controls
Role-based permissions
Audit logging
Security monitoring
Secure development practices
Infrastructure safeguards
Backup and recovery procedures
Incident-response processes
However, no digital system can guarantee absolute security.
Users should also protect their passwords, devices and authentication credentials.
20.Data Retention
We retain personal information only for as long as reasonably necessary for:
Providing healthcare services
Maintaining legally required healthcare records
Completing transactions
Resolving disputes
Maintaining security
Preventing fraud
Meeting regulatory obligations
Establishing or defending legal claims
Different categories of information may have different retention periods.
Where information is no longer required, it may be securely deleted, anonymised or otherwise handled in accordance with applicable requirements.
21.International and Cross-Border Processing
Carevia or its service providers may process information using infrastructure located outside your country.
Where personal information is transferred internationally, we will take appropriate steps required under applicable data-protection law to protect that information.
These measures may include contractual safeguards and assessments of the recipient's data-protection arrangements.
22.Your Privacy Rights
Subject to applicable law, you may have rights to:
Request access to your personal information
Request correction of inaccurate information
Request deletion in appropriate circumstances
Object to certain processing
Restrict certain processing
Withdraw consent
Request portability of eligible information
Ask questions about how your information is used
Lodge a complaint with an appropriate data-protection authority
Certain requests may be limited where Carevia or a healthcare provider is legally required to retain medical, transaction, security or regulatory records.
We may verify your identity before processing a privacy request.
23.Account Deletion
You may request deletion of your Carevia account through available account controls or by contacting us.
Deleting an account does not necessarily result in immediate deletion of every record.
Certain information may need to be retained because of:
Healthcare record obligations
Legal requirements
Financial regulations
Fraud prevention
Safety requirements
Disputes
Other legitimate retention obligations
Where information must be retained, access will remain appropriately restricted.
24.Data Breaches and Security Incidents
If a security incident affects personal information, Carevia will investigate the incident and take appropriate measures to contain and remediate it.
Where required by applicable law, we will notify affected individuals and relevant regulatory authorities within the applicable timeframe.
25.Third-Party Links and Services
Carevia may contain links to or integrations with third-party services.
Those organisations may operate under their own privacy policies.
We encourage users to review the privacy practices of third parties before providing information directly to them.
26.Changes to this Privacy Policy
We may update this Privacy Policy as Carevia evolves or as legal and regulatory requirements change.
When material changes are made, we may notify you through:
The Carevia application
Email
Website notification
Another appropriate communication method
The effective date displayed at the top of this Policy indicates when the current version took effect.
27.Contact Us
Questions, concerns and privacy requests can be directed to:
If you believe your personal information has been handled improperly, we encourage you to contact our Privacy Team first so that we can investigate your concern.
You may also have the right to submit a complaint to the relevant data-protection regulator.
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