Privacy Policy

1. Introduction

This Privacy Policy explains how The Family Medic, which operates thefamilymedic.com, collects, uses, and protects your personal and health information when you use our telemedicine platform.

By using our Services, you agree to this Privacy Policy. Because you may be sharing sensitive health information with us, we want to be especially clear about what we collect and why.

2. Information we collect

• Account information: name, email, phone number, and password (never stored in plain text) — and, for doctors, PMDC license number and certificate, CNIC, and bank details for payouts.
• Health information: symptoms, medical history, and anything else you or your family member share with your doctor before or during a consultation, plus the consultation record itself (notes, assessment, and any prescription your doctor issues).
• Family member profiles: information about family members you add to your account to book consultations on their behalf.
• Payment information: we never see or store your card or wallet number — this is handled entirely by our payment processor, Safepay. We retain only the consultation amount, status, and transaction reference needed for your records and ours.
• Technical information: basic page-visit analytics (which pages are viewed, when), collected directly by our own systems. We do not use third-party advertising trackers.
• Push notification data: if you opt in to notifications, we store the technical subscription details your browser provides (not your name or message content) so we can send you an alert.

3. How we use your information

• To provide the consultation you booked and let your doctor review your relevant history.
• To process payment through Safepay and confirm your booking.
• To send you booking confirmations, appointment reminders, and status updates — by email and, if you opt in, push notification.
• To respond to questions or complaints you send us.
• To maintain the security and proper functioning of the platform, and to meet our own legal, tax (FBR), and financial record-keeping obligations.

We do not sell your personal or health information to anyone, and we do not use it for third-party advertising.

4. Who we share it with

Your attending physician, for the consultation you book with them. Beyond that, a small number of service providers who help us run the platform, each only to the extent needed for their function:

• Safepay — payment processing.
• Supabase — our database and secure file storage.
• Daily.co — video/audio consultation calls. Calls are not recorded by us.
• Resend — sending transactional emails.
• Vercel — website hosting.

We may also disclose information if required by law — for example, in response to a valid court order or a request from a Pakistani regulatory or law-enforcement authority. We never share your health information with anyone else without your consent, except as described above.

5. Guest accounts and data retention

• If you consult as a guest (without creating a full account), your identifying details (name, email, phone) are automatically deleted after 15 days unless you convert to a full account during that time.
• If you had a paid consultation as a guest and don’t convert, the clinical and payment record is kept (for bookkeeping, tax, and dispute purposes) but your name and contact details are removed from it, so it’s no longer linked back to you personally.
• If a guest never completed a paid consultation, no record is kept past the 15-day window.
• For registered accounts, we keep your information for as long as your account is active, or as needed to meet our legal, tax, and recordkeeping obligations after you close it.

6. How we protect your information

Access to patient health data is restricted at the database level so that, other than you and your attending physician, only authorized administrative staff can view it — and only what’s strictly needed for their role. Passwords are never stored in plain text, and payment details are never stored on our systems at all.

No system is perfectly secure, and we can’t guarantee absolute security, but we take these obligations seriously and will notify you if we become aware of a breach affecting your data, as required by applicable law.

7. Your choices and rights

• You can review and update your account and family-member information at any time by logging in.
• You can request that we delete your account and associated personal data by contacting us at contact@thefamilymedic.com, subject to our need to retain certain records (e.g. completed consultation and payment history) for legal, tax, or dispute purposes.
• You can opt out of push notifications at any time from the bell icon in the site header, and can ask us to stop sending you non-essential emails.