Privacy Policy

HelloDoctor HealthTech Limited is a Bangladesh-based digital health consultancy and online primary care support platform.

We provide affordable, confidential, and commission-free medical consultation support through chat, audio, or video, subject to doctor availability, clinical suitability, user-provided information, and platform policy.

HelloDoctor is not a hospital, emergency medical service, ambulance service, ICU provider, diagnostic center, pharmacy, or in-person treatment facility.

We may collect information that you voluntarily provide to us, including name, phone number, email address, age, gender, location or address if shared, Facebook, Messenger, or WhatsApp profile information, symptoms and health concerns, medical history, current medicines, allergy history, pregnancy-related information if relevant, previous consultation details, prescriptions, diagnostic or test reports, images or documents shared for consultation support, payment confirmation, transaction ID, payment method, chat history, call-related notes, follow-up information, support or complaint information, and any other information needed to provide consultation, follow-up, payment verification, operational support, or service management.

We may also collect basic technical and usage information, such as device information, browser type, page visits, message activity, referral source, advertising interaction, and website or platform usage data.

Health-related information is sensitive. We collect and use health information only when it is necessary for consultation support, doctor communication, follow-up, service quality monitoring, operational records, safety, dispute resolution, or lawful business purposes.

Users should share accurate and relevant health information. Users should avoid sharing unnecessary personal or sensitive information unless it is relevant to the consultation.

We may use your information to respond to your messages, identify the patient or service user, arrange online consultation support, connect you with licensed medical doctors, help doctors understand your symptoms and health concerns, provide follow-up support, review reports or previous consultation history, verify payments, process refunds if applicable, maintain service records, manage customer support, improve service quality, monitor operational performance, prevent misuse, fraud, or abuse, handle complaints or disputes, maintain accounting and internal records, communicate service updates, reminders, or follow-up instructions, and comply with legal, regulatory, safety, or lawful business requirements.

HelloDoctor may retain and use patient communication history, consultation records, payment status, transaction information, doctor notes, support notes, and follow-up information for consultation continuity, follow-up support, report review, complaint handling, internal audit, accounting, operational management, service improvement, safety, and dispute resolution.

This allows HelloDoctor to provide more consistent support if a patient contacts us again after a previous consultation.

Online consultation has limitations because the doctor may not be able to physically examine the patient.

Based on the information provided by the user and the doctor's professional judgment, the doctor may provide online consultation support, request further information, advise diagnostic tests, recommend follow-up, refer the patient to another doctor or specialist, or advise physical examination, hospital visit, emergency care, or other in-person medical care.

Medical advice depends on the information available at the time of consultation and the professional judgment of the doctor.

HelloDoctor does not guarantee any specific diagnosis, treatment result, recovery, cure, or health outcome from online consultation.

During online consultation, the doctor may determine that the patient's condition is not suitable for online management.

If the doctor considers that physical examination, urgent evaluation, diagnostic investigation, specialist consultation, hospital visit, emergency care, or in-person treatment is necessary, the doctor may advise the patient to seek care from an appropriate hospital, clinic, diagnostic center, specialist, or emergency service.

In such cases, the user should follow the doctor's advice and should not rely only on online consultation.

HelloDoctor does not guarantee that every condition can be diagnosed or managed online. The decision to continue online consultation, request more information, advise follow-up, refer to another doctor, or recommend in-person care depends on the doctor's professional judgment, available information, clinical suitability, and patient safety.

Users are responsible for providing accurate, complete, and timely information during consultation.

Online consultation depends heavily on the information shared by the user. Incorrect, incomplete, delayed, or misleading information may affect the quality of medical advice.

Users should promptly inform the doctor or HelloDoctor support team if symptoms worsen, new symptoms appear, or the patient needs urgent care.

Users should not share another person's personal or medical information unless they have proper permission or legal authority to do so.

Your information may be accessed by licensed doctors, medical professionals, and authorized HelloDoctor support or operations team members only when necessary for consultation support, follow-up, patient communication, service management, accounting, safety, dispute resolution, or legal compliance.

Access to user information is limited based on role, responsibility, and operational need.

HelloDoctor may collect and store payment confirmation details such as transaction ID, payment method, payment amount, payer number, payment time, payment screenshot, and payment status.

This information may be used for payment verification, service activation, refund handling, accounting, audit, dispute resolution, and fraud prevention.

HelloDoctor does not ask users to share mobile banking PIN, card PIN, OTP, password, or any secret financial credential.

Users should never share PIN, OTP, password, or sensitive financial credentials with HelloDoctor or any person claiming to represent HelloDoctor.

HelloDoctor does not sell users' personal information, health information, consultation history, payment information, or communication data to third parties.

We may share information only when necessary for service delivery, consultation support, operational support, technology support, payment verification, legal compliance, safety, fraud prevention, dispute resolution, or lawful business purposes.

We may share user information only when necessary with licensed doctors or medical professionals involved in consultation, authorized HelloDoctor support or operations team members, technology, hosting, analytics, or communication service providers, payment service providers, legal, accounting, or professional advisors, regulators, government authorities, or law enforcement agencies when required by law, and other parties where disclosure is necessary for safety, fraud prevention, legal compliance, dispute resolution, or service delivery.

We do not allow third parties to use your personal health information for their own independent marketing purposes without your permission.

If you contact HelloDoctor through Facebook, Messenger, WhatsApp, phone, SMS, email, payment service, website, or any other third-party platform, your use of those platforms is also subject to that platform's own privacy policy, security system, data handling policy, and terms of service.

HelloDoctor is not responsible for the independent data handling, technical failure, security breach, downtime, privacy practices, or policy changes of third-party platforms.

Our website and digital platforms may use cookies, pixels, analytics tools, advertising tools, or similar technologies.

These tools may help us understand website activity, improve service quality, measure advertising performance, manage campaigns, prevent misuse, and improve user experience.

These tools may collect technical or interaction data such as page visits, device information, browser type, referral source, campaign interaction, and engagement activity.

You may control cookies through your browser settings, but disabling cookies may affect some website functions.

We retain personal, consultation-related, payment-related, and communication information for as long as reasonably necessary for consultation continuity, follow-up, accounting, legal compliance, dispute resolution, safety, service improvement, operational records, or legitimate business purposes.

When information is no longer required, we may delete, archive, anonymize, or restrict access to it, depending on operational, medical, legal, accounting, and safety requirements.

HelloDoctor takes reasonable administrative, technical, and operational measures to protect user information from unauthorized access, misuse, loss, disclosure, alteration, or destruction.

However, no website, messaging platform, internet transmission, cloud system, or digital storage system can be guaranteed to be completely secure.

HelloDoctor does not guarantee absolute security, but we take reasonable steps to reduce risk and protect user information.

Users should avoid sharing unnecessary sensitive information through public, shared, or unsecured devices and channels.

Health-related information is treated as confidential and sensitive.

HelloDoctor limits access to health-related information to doctors, support staff, operations personnel, and authorized persons who need the information for consultation, follow-up, support, operational, accounting, safety, legal, or service-related purposes.

If the user is a child or minor, consultation communication should be supervised by a parent, legal guardian, or responsible adult where appropriate.

HelloDoctor may request guardian involvement when necessary for safety, consent, proper consultation support, or legal compliance.

HelloDoctor may contact users through phone, SMS, WhatsApp, Messenger, email, or other communication channels for service-related updates, consultation follow-up, payment confirmation, reminders, support, offers, or relevant health service information.

Users may request to stop receiving non-essential promotional communication by contacting HelloDoctor through official support channels.

Even after opting out of promotional messages, users may still receive necessary service-related, payment-related, legal, safety, or consultation-related communication.

Subject to applicable law, operational feasibility, and identity verification, users may request correction or update of inaccurate personal information.

To request correction or update, users may contact HelloDoctor through official email or support channels.

Users may request deletion of their personal information by contacting HelloDoctor through official email or support channels with their name, contact number, and the account or communication channel used to contact HelloDoctor.

HelloDoctor may verify the identity of the requester before processing the request.

Some information may need to be retained for medical, legal, accounting, safety, fraud prevention, dispute resolution, operational, or legitimate business reasons.

If HelloDoctor becomes aware of a data security incident affecting user information, we will take reasonable steps to assess, contain, and respond to the incident in accordance with applicable law, operational requirements, and platform limitations.

HelloDoctor may use third-party technology platforms, communication platforms, hosting services, analytics services, cloud systems, or payment-related services that may process or store data inside or outside Bangladesh.

By using HelloDoctor's digital services and communication channels, users acknowledge that their information may be processed through such third-party systems where necessary for service delivery, communication, support, analytics, security, or operational purposes.

HelloDoctor may process, retain, or disclose information where necessary to comply with applicable laws, regulatory requirements, court orders, government requests, law enforcement requests, medical safety obligations, accounting requirements, fraud prevention, or dispute resolution.

HelloDoctor may update this Privacy Policy from time to time.

Any updated version will be published on our website or official communication channel.

Continued use of HelloDoctor's services after publication of the updated policy means you accept the updated Privacy Policy.