Privacy Policy

Patient data (names, phone numbers, appointments, messages) belongs to the Clinic the patient contacts. The Clinic decides how it is used; we process it only to provide the service to that Clinic and on its instructions.

Clinic account data (the people who sign in, the clinic's details, billing records) is processed by us as the provider of the service.

• Clinic accounts: name, email, phone number and role of clinic staff; clinic name, address, specialty, opening hours, fees and services; subscription and payment records (for example a bank transfer reference).
• Patients: name, phone number, the reason for the visit given by the patient, appointment date, time and doctor, and the messages and voice notes the patient sends to the Clinic, with their transcripts.
• WhatsApp data: see section 3.
• Technical data: IP address and request logs used for security, abuse prevention and fixing errors.
• Cookies and browser storage: a sign-in session cookie for clinic staff, and a setting for the light/dark theme of the dashboard. We do not use advertising or tracking cookies.

A Clinic can connect its own WhatsApp Business number to DocTrack AI through Meta's WhatsApp Business Platform (Cloud API). When it does, we receive, for that number only:

• messages and media that patients send to the Clinic's number, the sender's phone number and WhatsApp profile name;
• delivery and read receipts of the messages the Clinic sends;
• the identifiers of the Clinic's WhatsApp Business Account and phone number, its message templates, and an access token that lets us send and receive messages for that number;
• if the Clinic keeps using the WhatsApp Business app on the same number ("coexistence"): the contacts saved in that app, up to 180 days of earlier one-to-one chats (only when the Clinic agrees to share them in Meta's window), and the messages the Clinic sends from the app, so its staff see the whole conversation in one place;
• if the Clinic switches on WhatsApp calls: who called, when, how long the call lasted and who answered. The call audio goes directly between the patient and the Clinic staff member's browser, or — when the Clinic lets the AI receptionist answer calls — is streamed live to the AI service to hold the conversation and book the appointment. Call audio is not recorded.

We use this data only to:

• reply to the Clinic's patients on the Clinic's behalf (automatically by the AI receptionist, or by the Clinic's staff in the DocTrack inbox);
• book, confirm, reschedule or cancel the patient's appointments and send the reminders the Clinic has set up;
• show the conversation to the Clinic's own staff;
• manage the Clinic's WhatsApp message templates and phone number at the Clinic's request.

We do not sell this data, use it for advertising, build profiles for other purposes, or share it with any other Clinic. Each Clinic's messages are kept separately and are visible only to that Clinic's staff and, for support and security, to our platform administrators. WhatsApp access tokens are stored encrypted (AES-256-GCM).

• To provide the service: answering patients, showing real free appointment times, booking and reminding.
• To run the Clinic's account: sign-in, settings, subscriptions and support.
• To keep the service secure: preventing abuse, detecting attacks, keeping audit logs of administrative actions.
• To fix errors and improve reliability. We do not use patients' messages to train AI models.

To understand a patient's message and write a reply, the text (or the transcript of a voice note) is sent to an AI service — Google Gemini by default, or another provider the Clinic chooses (such as OpenAI or OpenRouter). Voice replies are produced by a text-to-speech service. The AI receptionist only helps with appointments and general clinic information; it does not give medical advice, and urgent symptoms are directed to emergency services.

We share data only with providers needed to run the service, each for its own part of it:

• Meta Platforms (WhatsApp Business Platform) — sending and receiving WhatsApp messages;
• AI providers (Google Gemini, or the provider chosen by the Clinic) — understanding messages, transcription and voice;
• hosting and database providers — storing the service's data;
• email and SMS providers — verification codes and notifications;
• payment providers, when a Clinic pays online.

We may disclose data when required by law or to protect the safety of people or the service.

• WhatsApp conversations, voice notes and attachments: 180 days, then deleted automatically.
• Appointments and patient records: while the Clinic's account is active, unless the Clinic deletes them earlier.
• A deleted Clinic account is kept for 30 days (so it can be restored if deleted by mistake) and then permanently erased.
• Security and audit logs: as long as needed for security and legal obligations.

Data is sent over encrypted connections (HTTPS). Passwords are stored hashed, and access tokens and API keys are encrypted. Each Clinic can only see its own data, staff roles limit what each person can do, and administrative actions are logged. No system is perfectly secure; if we learn of a breach affecting a Clinic's data we will inform that Clinic.

Patients can ask the Clinic they contacted — or us — to see, correct or delete their data, and can stop receiving reminders and other messages by telling the Clinic. Clinics can delete their data from their dashboard or by contacting us.

How to request deletion is described on our Data Deletion page.

The service is used by Clinics, not by children directly. Appointments for a child are made by a parent or guardian, who provides the child's details to the Clinic.

We may update this policy. The date at the top shows the latest version; important changes are announced to Clinics in their dashboard.

DocTrack AI. Questions about privacy: our contact page.