Privacy Policy
1. Purpose and Prelude
This ‘Privacy Policy’ and ‘Terms & Conditions’ document has been developed to assure our firm commitment to our online users that while offering our Tele-Health Services, privacy of their information is addressed both at processes and technology levels. This document covers types of information and how that is collected, processed, secured and used by MedEx Global. This ‘Privacy Policy’ and ‘Terms & Conditions’ is only applicable to our Services and not applicable to any website or service belongs /pertains to our partners, advertisers, affiliates etc. who may have materially different processes, tools, techniques, practices of collection, processing, use, and security of information.
This document is enforced with effect from Jan 1, 2021.
Should you have any questions, please do not hesitate to contact us at info@medex-global.com
2. Consent and Agreement
By using our Website, Mobile App or Services, you hereby consent to our ‘Privacy Policy’ and agree to ‘Terms & Conditions’, as stated below:
WHILE REGISTERING AS A PATIENT, AS A DOCTOR, OR AS A MEDEX GLOBAL STAFF MEMBER AND USING OUR WEBSITE, MOBILE APP AND THE SERVICES THEREOF, YOU HEREBY CONSENT AND AGREE TO THIS ‘PRIVACY POLICY’ AND ‘TERMS & CONDITIONS’ INCLUDED BUT NOT LIMITED TO COLLECTION, PROCESSING, STORAGE, USE, AND COMMUNICATION/SHARING OF YOUR INFORMATION AS STATED IN THIS DOCUMENT. YOU CAN NOT USE OUR WEBSITE, MOBILE APP AND THE SERVICES THEREOF, IF YOU DISAGREE WITH THE INTENT AND CONETENT OF THIS DOCUMENT. FURTHER, IF YOU USE THE WEBSITE, THE MOBILE APP OR THE SERVICES THEREOF ON BEHALF OF SOMEONE ELSE OR AN ENTIY, WHOSOEVER AND WHATSOEVER (INCLUDED BUT NOT LIMITED TO YOUR EMPLOYER, FAMILY MEMBER OR FRIEND), YOU HEREBY SOLEMNLY AFFIRM, SIGNIFY AND REPRESENT THAT YOU STAND AUTHORIZED BY THE SAME.
3. Information we collect from the users
While you register or use our Website, Mobile App or Service as a patient, doctor or staff member, we may collect your information that commonly includes:
• Full Name
• Address
• Email Address
• Cell Phone Number
• Qualifications (for Doctors only)
• Experience (for Doctors only)
• Registration details with regulatory body (for Doctors only)
4. When and how we collect and use your information?
You are required to voluntarily input your information in the predefined fields to register as a user of our Services or pay for the Services using our Website or the Mobile App. Doctor or his/her staff may ask information pertaining to medical conditions/history of the patient and record the same in our systems for reference. No information whatsoever is collected by hidden applications. Your information held on our systems may be used to undertake actions including but not limited to:
• Verify credentials, qualifications and memberships where required
• Book appointments with the doctors
• Undertake better diagnosis and treatment of patients
• Improve our Website, Mobile App, and Services etc.
• Check compliance with our policies and industry standards
• Conduct surveys and learn trends
• Launch awareness campaigns against various diseases
• Process payments
• Prevent or Investigate Frauds
• Managing response to inquiries, suggestions and feedback
• Develop new products, services, features etc.
• Share information with other healthcare providers for better diagnosis and treatment
5. Security and Non-disclosure of your information
We have developed processes and implemented technologies for securing use of various features and functionalities offered by our state-of-the-art Tele-health platform that follows some of the best practices advised by HIPPA, NIST and ISO 27001 that includes:
• Our systems housing your information are accessed only by those who have special access rights to ensure confidentiality, integrity and privacy of information.
• Our systems housing your information are subjected to periodical vulnerability assessments and malware scanning to identify and address various weaknesses and mitigate potential threats.
• Any information related to your payment transactions is not stored or processed by our systems. Your payment transactions are end-to-end secured and processed by a payment gateway that is an approved service provider by the regulator.
• We have policy of continuous professional development of our staff on information security.
• We have a policy of zero tolerance on security process violations.
• We strictly adhere to our policy of not selling or sharing/ transferring your Personally Identifiable Information (PII) to any person or entity without your consent unless otherwise required by the government agencies or courts of law; however, non-PII may be shared for business interests unless otherwise advised by the user.
• We do not practice spamming and strictly oppose such practices to prevent intrusions. Your email address is used for registration and communication to you only.
• At present, we do not use “Cookies”.
• We have plans to offer third party services which would be clearly specified when offered.
• We have plans to enable Google AdSense on our Website in future and will be taken care of accordingly.
6. Data Protection Rights
• You have the right to request for correction of any information that you understand is incomplete, inaccurate or invalid. You have the right to request copies of your personal data held with us for free at present. We may charge you a small fee for this service in future.
• You have the right to request erasure of your personal data unless it is made mandatory by the government or regulator to keep it intact.
• You have the right to request to restrict the processing of your personal data unless otherwise it is made mandatory by the government or the regulator not to restrict it.
• You have the right to object to our processing of your personal data, due to specific reasons or certain conditions, unless otherwise it is made mandatory by the government or the regulator to process it.
• You may request to transfer the data (that we have collected) to another organization, or directly to you, under specified conditions.
In order to process such a request, we may take up to ten working days to respond to you. Please contact us at info@medex-global.com, should you desire to exercise any of the above mentioned rights,
7. Children's Information
We do accord priority to protection of children’s information while using the internet. MedEx Global does not knowingly collect any Personally Identifiable Information (PII) from children.
Should you believe that your child has provided Personally Identifiable Information (PII) to us, you may please contact us immediately and we will do the needful on priority to delete such information from our systems.
Terms & Conditions
1. Registration
The ‘Terms and Conditions’ given as below establish an ‘Agreement’ between you and the MedEx-Global that includes its Website, Mobile App and related Services offered by us and such ;Terms and Conditions’ shall be read in conjunction with our ‘Privacy Policy’ for its applicability on enforcement on its users.
BY REGISTERING, USING / ACCESSING OUR WEBSITE, MOBILE APP OR RELATED SERVICES, YOU HEREBY AGREE TO THE ‘TERMS AND CONDITIONS’ OF THIS ‘AGREEMENT’ INCLUDING OUR ‘PRIVACY POLICY’. IF YOU DIFFER WITH THIS ‘AGREEMENT’, YOU CAN NOT USE OUR WEBSITE, MOBILE APP AND SERVICES THEREOF.
Our Website, Mobile App and the related Services are developed keeping in consideration the needs of health sector of Pakistan and is administered in Pakistan to facilitate Pakistani patients with focus on the ones living in the underserved regions of Pakistan. Other nationals or Pakistani nationals with dual nationalities living in Pakistan or abroad are responsible to understand the type and extent of any risks involved by consulting or taking legal/ medical advice before using our Website/Mobile App or Services thereof. In no event we shall be held responsible or liable to any claims by you or anyone else / entity on your behalf.
1.1 Eligibility for Registration
You are advised to be sure that you are 18 years of age or above or the legal age in your jurisdiction to enter into an ‘Agreement’ before registering with us or using our Website or Mobile App and related Services. In case you are less than 18 years of age, you shall be at least 13 years of age to use our Website, Mobile App or Services under the supervision of your parent(s) or a legal guardian who has read, understood and agreed to our ‘Privacy Policy’ and ‘Terms& Conditions’. If you do not meet the above mentioned requirements, you must not register and/ or use our Website, Mobile App and /or our Services. We will terminate your registration/ access on immediate basis to comply with applicable law and/ or our own policies if you do not qualify to register with us and we reserve the right to inform the law enforcement agencies accordingly on the basis that, you misrepresented to have the right, authority, and capacity to enter into ‘Agreement’ and to abide by the relevant clauses of our ‘Terms & Conditions’ for Use and applicable clauses of our ‘Privacy Policy’ and other policies.
1.2 Responsibilities of Users
Once registered as a user of our Website, Mobile App and the related Services thereof, you shall follow the ethical practices in order to help and support the health sector of Pakistan, the healthcare providers, the patients and the deserving communities at large.
1.2.1 Responsibilities of Patients
• You are strictly advised not to request any “Emergency” handing/ treatment as our system is NOT intended and designed to support/ handle emergencies online.
• You are advised to provide the full and complete and accurate information about yourself as it would help your healthcare providers to timely and rightly diagnose your illness that leads to quicker recovery and lesser expenses incurred.
• You are responsible to make any changes in your profile like your cell phone, address, password etc. by editing your profile on your dedicated dashboard or you may seek assistance from your healthcare provider or by contacting us on info@medex-global.com
• You can access current and past prescriptions/ medical records from your dashboard but you cannot make any changes to the content therein as only the healthcare providers are entitled to do so if and when required.
• You shall, in no case, try to access someone else’s account or attempt to access their health related records as it may lead to serious legal consequences under the applicable laws.
• You are strictly advised NOT to share your ID, Password and other personal information with anyone else.
• You are strictly advised NOT to attempt to access our Website, Mobile App or our Services with mal-intent to access/ copy/ modify/ delete data, or damage in full or in parts our information and communication systems. Any such activity will be reported to law enforcement agencies for serious consequences under applicable laws.
• You shall be polite and cooperative during online consultations and /or interactions with the healthcare providers, failing which, the matter may lead to administrative and legal consequences under applicable policies and laws.
In case of any issue or dispute, please contact us on info@medex-global.com
1.2.2 Responsibilities of Healthcare Providers
• You are strictly advised not to entertain any “Emergency” patients as our system is NOT intended and designed to support/ handle emergencies online.
• You are advised to feed the full and complete and accurate information about yourself as it would help us in timely registration and quicker onboarding of your services.
• You are responsible to make any changes in your profile like your cell phone, address, password, qualifications, experience, specialization etc. by editing your profile on your dedicated dashboard or you may seek assistance from us by contacting us on info@medex-global.com
• You can access current and past prescriptions/ medical records of your patients from your dashboard; however, you cannot make any changes to the content therein. If needed, you can generate additional prescriptions if required to add / delete/ modify any medicine, dosage, test prescribed earlier.
• You shall, in no case, try to access other users account or attempt to access their health related records (except your own patients) as that may lead to serious legal consequences under the applicable laws.
• You are strictly advised NOT to share your ID, Password and other personal information with anyone else.
• You are strictly advised NOT to attempt to access our Website, Mobile App or our Services with mal-intent to access/ copy/ modify/ delete data, or damage in full or in parts information and communication systems. Any such activity will be reported to law enforcement agencies for serious consequences under applicable laws.
• You shall be polite and cooperative during online consultations and /or interactions with the patients, failing which the matter may lead to administrative and/or legal consequences under applicable policies and laws.
In case of any issue or dispute, please contact us on info@medex-global.com
2. Disclaimer
The information on doctor’s qualification(s), experience, fee etc. is published as such on our website as furnished by the doctor himself/ herself. The information made available by the patient on registration is viewed by the doctors and additional information on disease, medical history, test reports etc. is commonly taken by the doctor or his/her staff during the consultation process. We make no assurances, guarantees, representations or warranties, whether implied or expressed with respect to such information as stated above, diagnosis, treatment, expertise level, treatment outcome, insurance coverage etc. and in no case, we shall be liable to you, or anyone else/ entity as we do not recommend any doctor, clinic/hospital, treatment, remedy or medicine. We are only a healthcare enabling information and communication technology channel between the patient and the doctor/healthcare provider that facilitates healthcare opportunities to its users.
In order to ensure confidentiality, integrity and privacy of your information, you are strongly advised to keep your User ID and Password fully secured and never share your credentials with anyone including your immediate family members or subordinate / staff members. In case, your credentials are compromised, you shall inform us in writing on info@medex-global.com without delay so as we could take necessary countermeasures.
3. Online Payments
Users can make online payments with a bank account, China Union Pay card, or mobile wallets (Easy Paisa, UPaisa). More payment options are being worked out to facilitate the users. Following is advised:
• User is responsible to ensure that the information entered in the relevant fields are full, complete and correct to avoid any transaction delays, failures or potential losses as well as it will be helpful in dispute resolution if any. In any event, MedEx-Global and / or the Payment Gateway shall not be liable to any losses claimed by you or anyone/entity on your behalf.
• Users shall ensure that sufficient amount or credit is available in account prior to using any of the payment options online. Further, users are subjected to relevant bank’s financial institution’s charges and/ or payment gateway’s fee published in advance.
• Online payments are processed through a secure Payment Gateway. However, we do not have any control on their processes and practices to secure information, operations and their IT infrastructure.
• Users recognize and agree that globally interconnected and networked information and communication systems collecting and processing your personal and financial data including transactional data may be vulnerable to any potential cyber-attack that may result in tangible or intangible losses beyond our control. However, we take all necessary measures to prevent unauthorized access and mitigate such risks at our infrastructure and operations level to safeguard our customer information within control of MedEx-Global.
• In any event, MedEx-Global, its directors, officers and employees shall not be liable to any losses claimed by you or anyone/entity on your behalf including but not limited to delays, errors, inaccuracies, omissions, interruptions, failures etc.
• User has the right to cancel or reschedule his/her online appointments 24 hours in advance through email, WhatsApp or helpline without any service charges by MedEx-Global and full amount will be refunded within 10 working days in case of cancellation; however, bank charges will be deducted as per the bank’s schedule of charges. Refunds will not be made in cash in any case.
• Service Providers has the right to cancel the appointments due to unforeseen reasons. User will be informed as soon as possible and appointment will be rescheduled to the earliest available time slot to your convenience.
4. Limitation of Liability
In no case, we have any binding/ control over any healthcare provider and therefore cannot give any assurance or guarantee the availability of any healthcare provider/ service in any time slot/ duration. Further, we will not stand liable if an appointment is cancelled or rescheduled/ unfulfilled. We are not liable to you, or someone else or any entity in case of any negative outcome of treatment or use of our Website, Mobile App or related Services or any emotional distress caused thereof. We, therefore, advise you to conduct comprehensive exploration/ analysis of healthcare provider through various channels including but not limited to websites related to medical facilities, research, surveys, rating organizations, regulatory / government bodies (PMC) etc. Hence, you will be entirely and solely responsible for making any choice in respect of healthcare provider or exercising any treatment options.
We do not have any special relationship with you and do not have fiduciary responsibility towards you. In no case tangible or intangible, whatsoever, we shall be liable or deemed to be liable to you or someone else/ entity on your behalf lodging any claim for any direct or indirect loss/ damage/ injury/ death or loss of data, documents, repute/ goodwill resulting in use of or inability to access our Website, Mobile App, or Services thereof including but not limited to ignorance, negligence, malpractices, inappropriate diagnosis or treatment by the healthcare providers with/without our knowledge of extent of such damages.
5. Indemnification
On receiving a formal request, you hereby ‘Agree’ to protect, defend and indemnify us (our directors, officers, employees, contractors, sponsors/ donors (individuals and organizations), and affiliates from all liabilities/ claims/ demands and costs and expenses made by any entity as a result of your access or lack of access to the Website, Mobile App or related Services and /or breach or violation or non-compliance of this ‘Agreement’ and or our ‘Privacy Policy’, ‘Terms & Conditions’ and any other relevant process or policy of the regulator or the government laws, by you or anyone else using your ID, password or other form of credentials.
6. Legal Jurisdiction
This ‘Agreement’ is entered into and enforced in accordance with the laws and regulations of the ‘Islamic Republic of Pakistan’ and in case of any legal issues, the courts of law at ‘Lahore’ shall have exclusive jurisdiction to hear and decide the case.
7. Changes to ‘Privacy Policy’ and ‘Terms & Conditions’:
We may make necessary changes to this ‘Privacy Policy’ and ‘Terms & Conditions’ document; the same will be published on this page to make our users aware of the changes incorporated. In case of your disagreement to any of the future changes to our policies and practices, we advise you NOT to use our Website, Mobile App or Services with effect from the date the changes become effective.
8. Suspension / Termination of Account
If a user is found involved in breach of ‘Agreement’ or violation of any of the constituent clauses of the ‘Privacy Policy’ or ‘Terms & Conditions’, we may exercise our right to suspend or terminate your account without serving you any notice.
9. Contact Us
Should you have any suggestions, remarks, comments, queries, or feedback on any content/ part of this ‘Privacy Policy’ and ‘Terms & Conditions’ document, you may please contact us at info@medex-global.com