Last updated: 13 July 2026
This Privacy Policy explains how HelloDr collects, uses, shares and protects your information when you use our Platform. Please read it together with our Terms of Use and Cookie Policy.
1. Information We Collect
- Identity & contact: name, gender, date of birth, CNIC (where required), phone, email, city and address.
- Health information: symptoms, conditions, appointment reasons, prescriptions, lab results and documents you share — collected with your consent to provide care.
- Appointment & usage data: bookings, cancellations, messages, reviews and how you use the Platform.
- Payment data: transaction records and wallet balance. Card details are handled by our payment partner and are not stored by HelloDr.
- Technical data: device, browser, IP address, approximate location and analytics events.
2. Information from Providers
For doctors, pharmacies and labs we collect professional details such as registration/licence numbers, qualifications, practice locations, fees and timings to build and verify their profiles.
3. How We Use Your Information
- To create accounts, verify identities and operate the Platform.
- To enable bookings, consultations, prescriptions, lab orders and payments.
- To provide support, send confirmations and service notifications.
- To keep the Platform safe, prevent fraud and comply with the law.
- To improve our services and, where permitted, personalise your experience.
4. Sensitive Health Data
We process health information only to deliver the services you request, with your consent, and share it with the Provider you choose. You can withdraw consent at any time, though this may limit our ability to provide certain services.
5. Cookies & Analytics
We use cookies and similar technologies to keep you signed in, remember preferences and measure performance. See our Cookie Policy for details and choices.
6. How We Share Information
We share information with: the Providers you book; payment and communication partners that help run the service; service providers acting on our instructions; and authorities where required by law. We do not sell your personal data.
7. Payments
Online payments are processed by third-party gateways under their own security standards. HelloDr receives confirmation of payment but does not store your full card details. See our Payment Terms & Conditions.
8. Data Security
We use technical and organisational measures to protect your data. No system is perfectly secure, so please protect your login details and tell us of any suspected misuse.
9. Data Retention
We keep information for as long as needed to provide the service and to meet legal, accounting and dispute-resolution requirements, after which it is deleted or anonymised.
10. Your Rights
You may request access to, correction of, or deletion of your personal data, and you may object to or withdraw consent for certain processing. Contact us using the details below and we will respond within a reasonable time.
11. Children's Privacy
Accounts are for users aged 18 and above. Care for minors must be arranged by a responsible adult who provides and consents to the child's information.
12. Reviews & Public Content
Reviews, ratings and public profile content you submit may be visible to others. Please avoid sharing sensitive personal details in public content.
13. Changes to This Policy
We may update this Policy from time to time. Material changes will be posted on this page with a new "last updated" date.
14. Contact Us
For privacy questions or requests, visit Help Center or email [email protected].
