At Elara, we take your privacy seriously. This Privacy Policy explains how we collect, use, protect, and share your personal information when you use our healthcare navigation and booking platform.
Important: Elara is a decision-support and booking platform. We do not provide medical diagnoses, treatment, or store sensitive medical records. All medical consultations and care are provided directly by independent healthcare providers.
Information You Provide
When you use Elara, we may collect:
- Account Information: Name, email address, phone number, and date of birth
- Health Concerns: Symptoms, health concerns, and preferences you share to help guide you to appropriate care
- Booking Information: Appointment preferences, selected healthcare providers, and scheduling details
- Payment Information: Billing details for our service fees (processed through secure third-party payment providers)
- Communication Data: Messages you send through our platform and customer support interactions
Information Collected Automatically
- Device Information: IP address, browser type, operating system, and device identifiers
- Usage Data: Pages viewed, features used, time spent on the platform, and interaction patterns
- Location Data: General location information (city/emirate level) to connect you with nearby healthcare providers
We use your information to:
- Provide Our Services: Match you with appropriate healthcare providers based on your health concerns and preferences
- Facilitate Bookings: Process and confirm appointments with independent clinics and healthcare providers
- Improve Our Platform: Analyze usage patterns to enhance user experience and platform functionality
- Communication: Send booking confirmations, appointment reminders, and important service updates
- Customer Support: Respond to your questions and resolve any issues you may encounter
- Legal Compliance: Meet our legal obligations under UAE law and protect against fraud or misuse
3. Data Security and Storage
We implement industry-standard security measures to protect your information:
- Encryption: All data transmitted between your device and our servers is encrypted using SSL/TLS protocols
- Secure Storage: Your data is stored on secure servers located within the United Arab Emirates
- Access Controls: Strict access limitations ensure only authorized personnel can access your information on a need-to-know basis
- Regular Audits: We conduct regular security assessments and updates to maintain the highest protection standards
UAE Data Residency: Your personal information is stored on secure servers within the UAE and remains subject to UAE data protection laws.
4. Your Rights Under UAE Law
Under UAE data protection regulations, you have the right to:
- Access: Request a copy of the personal information we hold about you
- Correction: Update or correct inaccurate or incomplete information
- Deletion: Request deletion of your personal information (subject to legal obligations)
- Objection: Object to certain processing of your personal information
- Portability: Request your data in a structured, commonly used format
- Withdraw Consent: Withdraw consent for data processing at any time (where consent is the legal basis)
To exercise any of these rights, please contact us using the information provided at the end of this policy.
5. Sharing with Healthcare Providers
When you book an appointment through Elara:
- We share necessary information (name, contact details, appointment preferences) with the healthcare provider you selected
- Healthcare providers are independent entities responsible for their own data practices
- Medical consultations and records are maintained solely by the healthcare provider, not by Elara
- We require our partner clinics to maintain appropriate data protection standards
We do not share your information with third parties for marketing purposes.
6. Other Data Sharing
We may share your information only in these limited circumstances:
- Service Providers: Trusted third-party service providers who help operate our platform (e.g., cloud hosting, payment processing) under strict confidentiality agreements
- Legal Requirements: When required by UAE law, court order, or government regulation
- Business Transfers: In the event of a merger, acquisition, or sale of assets (with continued protection of your data)
- Protection: To protect the rights, safety, and security of Elara, our users, or the public
7. Cookies and Tracking Technologies
We use cookies and similar technologies to:
- Remember your preferences and settings
- Understand how you use our platform
- Improve platform performance and user experience
- Provide secure access to your account
You can control cookie preferences through your browser settings. Note that disabling certain cookies may limit platform functionality.
8. Data Retention
We retain your personal information for as long as necessary to:
- Provide our services to you
- Comply with legal obligations (e.g., financial records)
- Resolve disputes and enforce our agreements
When data is no longer needed, we securely delete or anonymize it.
9. Children's Privacy
Elara is not intended for use by individuals under 18 years of age. We do not knowingly collect personal information from children. If you believe we have inadvertently collected information from a child, please contact us immediately.
10. International Data Transfers
Your data is stored and processed within the UAE. If we need to transfer data outside the UAE (for example, for technical support), we ensure appropriate safeguards are in place to protect your information in accordance with UAE law.
11. Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our practices or legal requirements. When we make material changes, we will:
- Update the "Last Updated" date at the top of this policy
- Notify you via email or prominent notice on our platform
- Provide you an opportunity to review the changes before they take effect
Your continued use of Elara after changes take effect constitutes acceptance of the updated policy.