Healtra respects your privacy and recognises the sensitive nature of the information you share when seeking medical care.

This Privacy Policy explains how we collect, use, share, and protect personal information when you visit healtra.co, contact our team, request medical coordination services, or engage with our professional and institutional network.

1. Who We Are

Healtra is a medical coordination platform that helps patients explore treatment options, connect with healthcare providers abroad, and coordinate their care journey. We also support professional and institutional healthcare partnerships.

The entity responsible for personal information covered by this policy is:

Privacy contact: info@healtra.co

Hospitals, doctors, and other independent providers may be separately responsible for information they process while assessing your case or delivering their services.

2. Information We Collect

Depending on your interaction with us, we may collect:

• Contact and identity information: Your name, email address, telephone number, country of residence, and other identifying details necessary for your request.
• Health information: Medical reports, diagnoses, scans, laboratory results, treatment history, medications, and other information relevant to reviewing and coordinating your case.
• Coordination information: Preferred destinations, appointment availability, language needs, budget preferences, and details of an authorised representative or accompanying person.
• Travel documentation: Identity or passport details only where necessary for a specifically agreed coordination service.
• Communications: Enquiries, messages, attachments, feedback, and correspondence with our team.
• Billing information: Details needed to administer Healtra’s fees, invoices, and payment records, where applicable.
• Professional information: For doctors and institutional contacts, professional contact details, roles, qualifications, specialties, and partnership correspondence.
• Technical information: Information generated through website use, such as IP address, browser type, device information, and server logs, depending on the technologies in operation.

Please share only information relevant to your request. Avoid including another person’s information unless you are authorised to provide it.

3. How We Receive Your Information

We receive information directly from you through website forms, email, WhatsApp, and other communication channels used for your request.

We may also receive information from your authorised representative, referring doctor, hospital, or another healthcare provider involved in your case, where the necessary permission or other lawful basis exists.

Some technical information may be collected automatically when you visit our website.

4. How We Use Your Information

We use relevant personal information to:

• Respond to enquiries and communicate with you.
• Review medical documentation and identify suitable healthcare providers.
• Request medical opinions, treatment proposals, and estimated costs.
• Arrange consultations, appointments, and document translation.
• Provide agreed coordination and follow-up services.
• Support communication with your treating or local physician.
• Administer fees and maintain necessary business records.
• Assess and manage professional or institutional partnerships.
• Operate and protect our website and services.
• Meet applicable legal obligations and handle complaints or disputes.

If information is necessary to fulfil your request, we will explain this when requesting it. You may choose not to provide it, but this may limit the services we can offer.

5. Legal Grounds and Your Consent

We process personal information only where a lawful basis is available under applicable law. Depending on the activity, this may include your consent, steps you request before entering into an agreement, performance of an agreement, or compliance with a legal obligation.

Health information requires additional protection. Where explicit consent or another specific legal condition is required to collect, use, or disclose it, we will obtain that consent or establish the required condition before proceeding.

Simply browsing our website does not constitute consent to process or share your medical records.

Where processing relies on consent, you may withdraw it by contacting info@healtra.co. Withdrawal does not affect processing lawfully carried out before that point. We will explain any effect withdrawal may have on ongoing coordination.

6. When We Share Information

Where necessary for the relevant purpose and legally permitted, we may share information with:

• Healthcare providers: Doctors, hospitals, specialist centres, and other providers reviewing or treating your case.
• Translation and coordination providers: Professionals assisting with medical documents and agreed services.
• Operational service providers: Providers supporting website hosting, communications, information storage, and administration.
• Your authorised contacts: Representatives, family members, or local physicians whom you have authorised to receive information.
• Travel support providers: Only where you request and agree to relevant assistance, and only to the extent necessary.
• Authorities and professional advisers: Where required by law or necessary for lawful claims, regulatory matters, or protecting legal rights.

We limit disclosures to information relevant to the purpose. Access by a family member is not automatic; we may need to confirm your authorisation or their legal authority.

Independent healthcare providers handle information under their own privacy notices and applicable obligations. You should review their notices before using their services.

7. International Data Transfers

Coordinating treatment abroad may require information to be accessed or processed in countries outside your country of residence, including the location of the hospital reviewing your case.

Before a transfer requiring additional notice or consent, we will explain the relevant recipient, destination, purpose, and information involved.

International transfers must meet applicable legal requirements, including any required safeguards, assessments, approvals, or permissions. We do not treat your treatment request as blanket authorisation to send medical information to any overseas recipient.

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8. Cookies and Similar Technologies

Our website may use cookies and similar technologies for functions such as maintaining preferences, supporting website features, and understanding website usage.

Where required, we will ask for your consent before using non-essential cookies. You can also manage cookies through your browser settings, although disabling some cookies may affect website functionality.

[Before publication, add the verified cookie categories, providers, purposes, durations, and the available consent or preference controls. Remove any category that is not used.]

9. Email, WhatsApp, and Third-Party Services

You may contact Healtra through email or WhatsApp. These services are operated by third parties and are also subject to their own privacy policies and processing practices.

Please contact us for guidance on the appropriate method of submitting sensitive medical documents. Do not send passwords or complete payment-card details through general enquiry channels.

Links to external websites do not make Healtra responsible for those websites’ privacy practices.

10. How We Protect Your Information

We use technical and organisational measures appropriate to the sensitivity of the information we handle. Access to medical information is restricted to authorised people who need it for the relevant purpose.

No electronic system or transmission method can guarantee absolute security. Where a personal data breach triggers legal notification duties, we will notify the relevant authority and affected individuals as required.

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11. How Long We Keep Information

We retain personal information only for as long as needed for the purpose for which it was collected, including necessary service administration, applicable recordkeeping obligations, and the handling of legal claims.

Retention periods depend on the information involved and the applicable requirements. When information is no longer required, we delete it or anonymise it, subject to lawful retention requirements.

[Insert the approved retention periods or specific criteria for enquiries, medical case files, billing records, and professional contacts, including treatment of backup copies.]

12. Your Privacy Rights

Depending on the law applicable to your information, you may have rights to:

• Be informed about how your information is processed.
• Request access to your information and obtain a copy.
• Correct inaccurate or incomplete information.
• Request deletion where applicable.
• Withdraw consent where processing depends on it.
• Object to or restrict certain processing, where available.
• Raise a complaint with the relevant data protection authority.

To submit a request, email info@healtra.co with the subject line “Privacy Request.”

We may need to verify your identity or authority to act for another person. We will respond within the applicable legal timeframe and explain any lawful limitations on your request.

13. Children and Authorised Representatives

Where our services involve a child or a person who requires a legally authorised representative, we will verify the representative’s authority and obtain any permission required by applicable law.

If you submit information on someone else’s behalf, you must have the appropriate authority to do so. We may request evidence before reviewing or sharing that information.

14. Marketing and Public Use of Patient Information

Where marketing communications require consent, we will request it separately from consent for medical coordination. You may opt out using the instructions in the message or by contacting us.

Using identifiable patient stories, photographs, testimonials, or medical details for publicity requires separate, specific permission. Agreeing to receive our services does not itself authorise promotional use of your information.

15. Changes to This Policy

We may update this Privacy Policy to reflect changes in our services, processing practices, or legal requirements. The latest version will be published on this page with an updated date.

Where required, we will provide additional notice or obtain fresh consent before making a relevant change.

16. Contact Us

For questions about this policy or requests concerning your personal information, contact:

Healtra — Privacy Enquiries
Email: info@healtra.co