Privacy Policy

West Bay Medicare Website & Mobile App Privacy Policy
1. Introduction

  • West Bay Medicare (“West Bay Medicare”, “we”, “us”, or “our”) is committed to protecting the privacy and confidentiality of your personal data. This Privacy Policy explains how we collect, use, disclose, store, and protect information about you when you use:


    • The West Bay Medicare mobile application (the “App”); and
    • The West Bay Medicare website and any related online services (collectively, the “Website”).

    By using the Website or the App, you acknowledge that you have read and understood this Privacy Policy. If you do not agree with any part of this Privacy Policy, please do not use the Website or the App.

2. Who We Are and Scope of this Policy

  • This Privacy Policy applies to all users of the West Bay Medicare Website and App, including patients, caregivers, and any other individuals who access or use our online health-related services.


    West Bay Medicare provides a secure digital platform that enables users to:


    • Book and manage appointments;
    • Access certain health-related information and services;
    • Receive health and wellness content;
    • Communicate with licensed physicians and healthcare professionals; and
    • View and manage elements of their electronic medical record (“EMR”), where available.

    This Privacy Policy does not apply to third‑party websites, applications, or services that may be linked from our Website or App. Those services are governed by their own privacy policies.

3. Personal Data We Collect

  • We may collect the following categories of personal data about you when you use the Website or the App or when you interact with us offline (for example, at our medical facilities).


    a) Identity and Contact Information


    • Full name
    • Date of birth
    • Gender
    • National ID, Resident Permit (Iqama), or Passport details
    • Insurance details (e.g., insurance number, insurance provider)
    • Contact details (e.g., address, email address, mobile number)

    b) Account and Authentication Information


    • Username, password, and security credentials
    • Device identifiers associated with your account (where applicable)

    c) Health and Medical Information


    As part of the Services, and only where permitted by applicable law, we may collect or process health-related information, including:


    • Medical history and existing conditions (e.g., diabetes, hypertension, chronic diseases)
    • Allergies and current medications
    • Clinical notes, diagnoses, and treatment plans created by licensed physicians
    • Test results, prescriptions, and referrals
    • Data from remote monitoring devices (e.g., blood pressure, blood sugar, or other clinical readings)
    • Information you provide through questionnaires, forms, or teleconsultations


    This information may form part of your Electronic Medical Record (“EMR”) managed by West Bay Medicare and your treating physicians.


    d) Usage and Technical Information


    When you use the Website or the App, we may automatically collect certain technical and usage data, such as:


    • IP address and approximate location
    • Device type, operating system, and unique device identifiers
    • Browser type and settings
    • App version and system configuration
    • Log information (e.g., date and time of access, pages viewed, links clicked, and error logs)

    e) Communications and Support Information


    • Content of messages you send to us via in‑App messaging, email, contact forms, or other communication channels
    • Feedback, survey responses, or complaints
    • Records of your interactions with our support team

    f) Cookies and Similar Technologies


    We may use cookies, pixels, and similar technologies on our Website and in the App to:


    • Enable core functionality;
    • Remember your preferences;
    • Improve performance and security; and
    • Analyse how users interact with our services.


    You can control cookies through your browser settings. However, disabling certain cookies may affect the functionality of the Website or the App.

4. How We Use Your Personal Data

  • We use your personal data for the following purposes, in accordance with applicable laws and regulations:


    • To create and manage your user account and profile;
    • To provide you with access to the Website, App, and healthcare services;
    • To facilitate consultations with licensed physicians and other healthcare professionals;
    • To maintain and update your Electronic Medical Record (EMR);
    • To process payments and manage billing (where applicable);
    • To send you service‑related notifications, alerts, and transactional emails (e.g., appointment reminders, prescription updates);
    • To send you health‑related content, newsletters, and promotional materials where permitted by law (you may opt out at any time);
    • To improve the quality, safety, and performance of our services, including troubleshooting, data analysis, testing, and research;
    • To comply with our legal and regulatory obligations, including health authority requirements;
    • To protect the rights, safety, and security of our patients, staff, and systems; and
    • For any other purpose disclosed to you at the time of collection or with your consent.

5. Legal Bases for Processing

  • Depending on the jurisdiction and applicable law, we may rely on one or more of the following legal bases to process your personal data:


    • Your consent (for example, when you register for the App, enable specific features, or agree to receive marketing communications);
    • Performance of a contract with you (for example, providing you with healthcare services or managing your account);
    • Compliance with legal or regulatory obligations (for example, health authority reporting requirements or record‑keeping obligations); and
    • Our legitimate interests (for example, ensuring the security of our systems, improving our services, and communicating with you about your account).

6. How We Share Your Personal Data

  • We treat your personal data confidentially and only share it when necessary and lawful. We may share your personal data with:


    a) Healthcare Providers

    • Licensed physicians, nurses, and other healthcare professionals involved in your care;
    • Other healthcare institutions or laboratories, where required to provide treatment, obtain test results, or issue referrals.

    b) Service Providers and Technical Partners

    • IT, hosting, cloud, and data centre providers;
    • Payment processors and financial institutions (for billing and payment processing);
    • Communication and SMS/email gateway providers;
    • Analytics and security vendors.

    All such service providers are required to protect your personal data and may only process it on our instructions.


    c) Regulatory and Public Authorities

    • Health authorities, regulators, or other public bodies when required by law, for example for reporting obligations, public health reasons, or in response to lawful requests.

    d) Business Transfers

    In the event of a merger, acquisition, reorganisation, or other corporate transaction involving West Bay Medicare, your personal data may be transferred as part of that transaction, subject to appropriate safeguards.


    e) With Your Consent

    We may share your information with third parties when you explicitly authorise us to do so.
7. Electronic Medical Records (EMR)

  • Your Electronic Medical Record (EMR) is created and maintained to support your treatment and continuity of care. Information you provide through the App or Website, as well as information recorded by your treating physicians, may form part of your EMR.


    • Your EMR may be accessed by authorised healthcare professionals involved in your care, in accordance with applicable laws and professional obligations.
    • You should ensure that the information you provide is accurate and up to date. You may request corrections of inaccurate or incomplete information, subject to medical and legal considerations.
    • Your treating physician remains responsible for the clinical content and use of your EMR in line with applicable healthcare regulations.

8. Data Retention

  • We retain personal data only for as long as necessary to fulfil the purposes described in this Privacy Policy, unless a longer retention period is required or permitted by law.


    • Medical and EMR records may be retained in accordance with healthcare regulations and professional guidelines.
    • Certain personal data related to your account and transactions may be retained for statutory limitation periods, audit requirements, or regulatory obligations.
    • Where data is no longer required, we will take reasonable steps to securely delete, anonymise, or aggregate it.

9. International Data Transfers

  • Some of our service providers or systems may be located outside the country where you reside. In such cases, your personal data may be transferred to and stored in another country. We will ensure that appropriate safeguards are in place to protect your personal data, in line with applicable data protection laws.

10. Data Security

  • We use a combination of technical, organisational, and physical safeguards designed to protect your personal data against unauthorised access, loss, misuse, alteration, or destruction. These measures include, where appropriate:


    • Encryption of data in transit and at rest;
    • Access controls and authentication mechanisms;
    • Secure network and infrastructure design;
    • Regular monitoring, audits, and security testing; and
    • Staff training and strict confidentiality obligations.

    While we strive to protect your information, no system can be guaranteed to be entirely secure. You are responsible for keeping your password and account credentials confidential and for promptly notifying us of any suspected unauthorised access.

11. Your Rights

  • Subject to applicable laws, you may have some or all of the following rights regarding your personal data:


    • Right of access – to request a copy of the personal data we hold about you;
    • Right to rectification – to request correction of inaccurate or incomplete personal data;
    • Right to deletion – to request deletion of certain personal data, subject to legal and medical record‑keeping obligations;
    • Right to restriction – to request that we limit how we use your personal data in certain circumstances;
    • Right to object – to object to certain types of processing, such as direct marketing;
    • Right to withdraw consent – where processing is based on your consent, you may withdraw that consent at any time (this will not affect the lawfulness of processing carried out before withdrawal); and
    • Right to data portability – where provided by law, to receive your data in a structured, commonly used, and machine‑readable format.

    To exercise any of these rights, please contact us using the details in the “Contact Us” section below. We may need to verify your identity before responding to your request.

12. Children’s Privacy

  • Our Website and App are not intended for use by children without appropriate parental or guardian consent. Where a minor uses the App or Website, this should be done under the supervision and with the consent of a parent or legal guardian, in accordance with applicable law.


    We do not knowingly collect personal data directly from children below the minimum age permitted by applicable law without parental consent. If you believe that a child has provided us with personal data without appropriate consent, please contact us and we will take reasonable steps to delete such information.

13. Marketing Communications and Cookies

  • We may send you health‑related information, newsletters, or promotional communications where permitted by law. You may opt out of marketing emails at any time by following the unsubscribe link in the email or by contacting us.


    Please note that you may continue to receive transactional or service‑related communications (such as appointment reminders or important updates about your account) even if you opt out of marketing communications.

14. Third‑Party Services and Links

  • The Website or App may contain links to third‑party websites, services, or applications that are not operated by West Bay Medicare. We are not responsible for the privacy practices of such third parties. We encourage you to review the privacy policies of any third‑party services you access via our Website or App.

15. Changes to this Privacy Policy

  • We may update this Privacy Policy from time to time to reflect changes in our practices, legal requirements, or services. When we make material changes, we will update the “Last Updated” date at the top of this Privacy Policy and, where appropriate, provide you with additional notice (for example via the App, Website, or email).


    Your continued use of the Website or App after any changes become effective will signify your acceptance of the updated Privacy Policy.

16. Contact Us

  • If you have any questions, concerns, or requests regarding this Privacy Policy or how we handle your personal data, you may contact us at:


    West Bay Medicare
    Email (general support): info@westbaymedicare.com
    Email (privacy / data protection): privacy@westbaymedicare.com


    If you would like to request deletion of your account through the App or Website, please contact us at the above email address with your full name, contact details, and a clear request for account deletion.