Privacy Policy

2. Our role: who treats you and who runs the technology

This is the most important thing to understand about how your information is handled.

Find My Doctor is a technology platform. We connect you with independent, registered healthcare providers and arrange the logistics of getting care to your home. We do not practise medicine and we do not diagnose.

• Doctors. Consultations, both at your home and by teleconsultation, are conducted by doctors registered and verified with the Pakistan Medical & Dental Council (PMDC). Each doctor is independently responsible for their own clinical judgement, diagnosis, advice and prescriptions. Find My Doctor does not issue, alter or override medical advice.
• Partner laboratories. Registered laboratories operate on the Platform. Where your test is processed by a partner laboratory, that laboratory conducts the test and generates and is responsible for the report and its results. Find My Doctor transmits and stores that report for you; we do not produce it.
• FMD Lab. FMD Lab is our own registered laboratory. It operates as a “dark lab” and does not receive walk-in patients. Samples are collected from you and processed at our facility on high quality diagnostic equipment by qualified staff. Where FMD Lab processes your test, we are responsible for that report.
• Pharmacy. Medicines are dispensed and delivered against a valid prescription by licensed pharmacy partners.

In practical terms: we are the custodian of your health records on the Platform, and the treating doctor or laboratory is the author of them.

3. Information we collect

Information you give us

• Your name, phone number, email address, gender, date of birth or age, and the address where you want the service delivered.
• Information about the person being treated, if you book on behalf of a family member or dependant.
• The symptoms, complaints, medical history, allergies and medications you describe when booking or during a consultation.

Health information

• Consultation notes and observations recorded by the attending doctor.
• Prescriptions issued to you.
• Laboratory test orders, sample details and the reports generated by FMD Lab or by a partner laboratory.
• Your booking and order history.

Payment information

• Amounts, dates, payment method and transaction reference. Card and wallet payments are processed by licensed third party payment gateways. Full card numbers, CVV codes and banking credentials are handled by them and are not stored on our systems.

Information collected automatically

• Device and app information: device model, operating system, app version, IP address, browser type and unique device identifiers.
• Usage information: pages and screens viewed, features used, dates and times of access, and how you arrived at our website.
• Cookies and similar technologies on our website, including analytics and advertising tools (see section 7).

Bookings made on WhatsApp or through the call centre

If you book a consultation or a test through WhatsApp or our call centre, we will ask you for an email address and create a Find My Doctor account for you. This is deliberate and it is a safety measure.

Your reports and prescriptions are uploaded to that account. We do not send lab reports or prescriptions as WhatsApp attachments. WhatsApp numbers change hands, devices are shared, and chat backups are not a safe place for medical results. Your account is where your records live, and it is reachable only with your login.

What is sent to you on WhatsApp is limited to service messages: booking confirmations, phlebotomist or doctor arrival updates, payment confirmations, and a notification that a report is ready to view in your account.

4. Why we use your information

• To register you, verify your identity and operate your account.
• To deliver the service you booked, which may involve assigning a doctor, dispatching a phlebotomist, processing a sample or delivering medicines.
• To make your medical records available to the healthcare provider treating you, so they can advise you safely.
• To upload your reports and prescriptions to your account and notify you that they are ready.
• To take payment, issue receipts and process refunds.
• To provide customer support and resolve complaints.
• To review the quality and safety of the services delivered through the Platform.
• To improve the Platform, understand how it is used, and fix problems.
• To send you service updates and, where you have not opted out, information about our services and offers.
• To meet legal, regulatory and record keeping obligations, and to prevent fraud or misuse.

We do not sell your personal or health information. We do not share your health records with advertisers, insurers or employers.

5. Who we share your information with

• The healthcare providers treating you: the PMDC registered doctor conducting your consultation, and the laboratory processing your test. They receive only what they need in order to treat you.
• Partner laboratories and pharmacies: your name, contact details, delivery address, and the test or prescription being fulfilled.
• Service providers who work for us: hosting and cloud storage, SMS and WhatsApp messaging providers, payment gateways, courier and logistics partners, and analytics providers. They may use your information only to perform that service for us.
• Anyone you ask us to share with: for example a family member, a specialist you are being referred to, or an insurer, on your instruction.
• Authorities and regulators, where we are required to by law, by a court order, or by a lawful request from a government or regulatory body, including under the Prevention of Electronic Crimes Act, 2016.
• In an emergency, where we believe in good faith that sharing is necessary to prevent serious harm to you or to another person.
• In a business transfer. If Find My Doctor is involved in a merger, acquisition, investment or sale of assets, your information may transfer as part of that transaction. This policy will continue to apply to it, and we will notify you of any material change.

6. Mobile app permissions

The Find My Doctor app may ask your permission to access certain features of your device. You control these permissions in your device settings and you can withdraw any of them at any time, though some parts of the app may then stop working.

• Camera and microphone: for video and audio teleconsultations, and to let you photograph a prescription or an existing report to upload.
• Photos and storage: to upload documents from your device and to save reports you download.
• Location: to confirm your service address, check coverage in your area, and help our doctor or phlebotomist reach you.
• Notifications: to alert you about bookings, arrivals and reports that are ready.

We ask for a permission only when the feature that needs it is used. We do not read your SMS messages, contacts or call logs.

7. Cookies, analytics and advertising

Our website and app use cookies and similar technologies to keep you signed in, remember your preferences, measure how the Platform is performing, and understand which of our advertisements bring people to us.

This includes analytics and advertising tools operated by third parties, such as Google Analytics and the Meta (Facebook and Instagram) advertising pixel. These tools may set cookies and collect device and usage information, and may be used to show you our advertisements on other websites and apps.

These tools are used for website and app activity such as pages visited, buttons clicked, and bookings started and completed. Your consultation notes, prescriptions and lab reports are never shared with advertising or analytics providers.

You can block or delete cookies in your browser settings, and limit ad tracking in your device settings. You can also opt out of Google Analytics using Google's browser add on, and adjust your ad preferences within Facebook and Instagram.

8. How long we keep your information

We keep your medical records, meaning consultation notes, prescriptions and lab reports, for as long as you have an account with us, so that you and your doctors have continuity of care, and thereafter for the period required under applicable medical record keeping and regulatory requirements.

Booking, payment and tax records are kept for the period required by law. Information that is no longer needed for any of these purposes is deleted or anonymised.

9. How we protect your information

• Data is transmitted over encrypted connections and stored on access controlled servers.
• Reports and prescriptions are delivered into your password protected account rather than over open messaging channels.
• Access to health records inside Find My Doctor is restricted to staff who need it to do their job, and is logged.
• Our staff, doctors and partners are bound by confidentiality obligations.

No system can be guaranteed to be completely secure. We use reasonable physical, electronic and organisational safeguards appropriate to the sensitivity of health information, but we cannot promise that a breach will never occur. If a breach affects your information, we will inform you and the relevant authorities as required.

Please keep your account password confidential and do not share your login. If you believe your account has been accessed without your permission, contact us immediately at info@findmydoctor.pk.

10. Your choices

• See your records. Your reports, prescriptions and booking history are available in your account at any time.
• Correct your details. You can update your name, contact details and address in your account, or ask us to correct them by writing to info@findmydoctor.pk.
• Ask us to delete your information. Write to us and we will delete what we are able to. We cannot delete medical records that we are required to retain, records needed for a legal claim or regulatory obligation, or information already anonymised. We will tell you what we have kept and why.
• Stop marketing messages. Every marketing message includes a way to unsubscribe, or you can email us. You will continue to receive service messages about bookings and reports, as these are part of your care.
• Withdraw app permissions. At any time, in your device settings.

Pakistan does not currently have a single comprehensive data protection statute in force; a Personal Data Protection Bill remains before Parliament. We have chosen to offer the rights above regardless, and we will update this policy when that law is enacted.

11. Children

Accounts on Find My Doctor may only be created by adults aged 18 or over. A parent or legal guardian may book services for a child using their own account, and remains responsible for that booking. If we learn that a child has created an account independently, we will remove it.

12. Other websites and services

The Platform may link to websites and services we do not operate, such as payment gateways, partner laboratories, app stores and social media pages. This policy does not apply to them. Please read their privacy policies before providing information to them.

13. Changes to this policy

We may update this policy as our services and the law change. The effective date at the top of this page shows when it was last revised. If we make a material change, we will notify you through the Platform or by email. Continuing to use Find My Doctor after a change means you accept the updated policy.

14. Contact us

For any question about this policy, to exercise any of the choices above, or to report a privacy or security concern:

Find My Doctor (Private) Limited
Office # 505, CTC Building, Block 8, Clifton, Karachi, Pakistan
Email: info@findmydoctor.pk
Phone: (+92) 313 5228378
Website: findmydoctor.pk

We aim to respond to every privacy request within 30 days.