1. Introduction
This Privacy Policy explains how we collect, use and protect your information when you use our application and services. By using our platform, you consent to the data practices described in this policy.
2. Information We Collect
We may collect the following categories of information:
- Profile information, such as name, email, phone number and address.
- Usage data and device information, such as IP address, browser type and pages viewed.
- Cookies and session data, used to improve site functionality and security.
Health information (sensitive data)
We collect and process the following health-related information:
- Prescription images and documents, when you upload prescriptions for medicine orders.
- Medical queries and consultation records, when you consult with our pharmacists.
- Medicine purchase history, being records of medicines you have ordered.
- Health conditions, where voluntarily provided during consultations.
Legal basis
Your explicit consent when uploading prescriptions or requesting consultation services.
Retention period
Prescriptions are retained for 5 years as required by Pakistani pharmacy regulations. You can request deletion of other health data, subject to legal obligations.
Security
All health information is encrypted and accessible only to licensed pharmacists, for the purpose of providing healthcare services to you.
3. How We Use Your Information
Your information is used:
- To provide and maintain our services and fulfil your requests.
- To improve functionality and user experience by analysing usage trends.
- To send notifications or essential service updates.
- For security and fraud prevention purposes.
5. WhatsApp and Meta (Facebook) Services
We use WhatsApp, provided by Meta Platforms, Inc., to communicate with you for:
- Authentication. Sending one-time passwords to verify your phone number when you log in or register.
- Order and service updates. Sending order confirmations, shipping updates and essential service notifications.
Data we process via WhatsApp. When you use our WhatsApp-based features, we receive and process your phone number and the message content necessary to provide these services, such as delivery of OTP codes and order-related messages. We do not use this information for marketing unless you have given separate consent.
This use is in accordance with Meta's WhatsApp Privacy Policy and our agreements with Meta. For data collected through our app and sent via WhatsApp, our practices are described in this policy. To request deletion of data we hold that is linked to your WhatsApp or phone number, see Your Rights and Contact Us.
6. Google Services
We use Google Maps, for example for address selection and delivery, and related Google APIs. When you use features that involve maps, Google may receive and process data as described in the Google Privacy Policy. We use Google services only to provide and improve our delivery and location features.
7. Data Protection & Security
We employ technical and organisational measures, including encryption, access control and continuous monitoring, to protect your data from unauthorised access, disclosure, alteration and destruction.
8. Your Rights & Requesting Data Deletion
Depending on your location, you may have the following rights regarding your data:
- Right to access the personal data we hold about you.
- Right to request deletion of your personal data, subject to legal exceptions such as the prescription retention required by law.
- Right to update or correct inaccurate information.
How to request deletion. You may request deletion of your personal data at any time by contacting us at info@novahealth.pk. Please include your full name and the email or phone number associated with your account. We will process your request in accordance with applicable law and respond within a reasonable period. Step-by-step instructions are on our Account & Data Deletion page.
9. Children's Privacy
If you believe we have inadvertently collected information from a minor, contact us immediately at info@novahealth.pk and we will promptly delete such information.
Parents or guardians may use the app to order medicines for children under their care.
10. Changes to This Policy
We may update our Privacy Policy occasionally. We will notify you of any material changes by posting the new policy on this page and updating the last updated date shown at the top.
11. Contact Us
If you have questions about our privacy practices or this policy, or want to request access to, correction of, or deletion of your data, contact us at info@novahealth.pk.
We will respond to data-related requests in line with applicable law.