This Privacy Policy explains what personal data Roshetta processes, why, who sees it, how long we keep it, and the choices you have. It applies to everyone who uses the Platform: Clinic owners, Healthcare Professionals, Staff Users and Patients. Capitalised words have the meaning given in the Terms of Service.
1. Two different roles
- Clinical Data is controlled by the Clinic. When a Clinic or Healthcare Professional records a Patient's health information, the Clinic decides why and how it is used (the data controller). Roshetta processes it only on the Clinic's behalf (the data processor), under the Medical Data Processing Agreement. If you are a Patient and want to see, correct or object to the use of your health record, you should ask your Clinic first. We will help the Clinic to answer you.
- Account and platform data is controlled by Roshetta. For your account, sign-in, security, billing relationship, support requests and how the Platform is used, Roshetta decides the purpose and is the controller.
2. The data we process
- Account and identity: name (in each language you provide), email address, phone number where used, date of birth, gender, country, preferred languages, role, profile picture, and your password in hashed form only.
- Clinical Data (on behalf of Clinics): appointments, visit notes, diagnoses, prescriptions, laboratory results, attachments, allergies, medical history, and the identity details a Clinic holds about its Patients.
- Billing: invoices, services, prices and payment status. We do not store full card numbers; payment processors do.
- Security and usage: sign-in events, sessions, IP address, browser and device type, the actions taken in a Clinic workspace (our audit log), and error and performance logs.
- Consent evidence: which document version you accepted, when, from which IP address and device, in which language and Clinic context.
- Support: what you send in a Technical Support request and any images you attach.
3. Why we use data, and on what basis
- To provide the Platform and perform our contract with the Clinic or User (accounts, scheduling, records, prescriptions, billing, notifications).
- To keep the Platform and its data secure, prevent fraud and misuse, and keep the audit trail (our legitimate interest and legal obligations).
- To comply with the law, answer lawful requests from competent authorities, and establish or defend legal claims.
- To send service messages you need, such as verification codes, appointment confirmations and reminders, and security notices.
- To improve reliability and performance, using aggregated or de-identified information wherever possible.
- With your consent where the law requires it, which you may withdraw at any time without affecting earlier processing.
We do not sell personal data, and we do not use Clinical Data for advertising or to train models for purposes unrelated to providing the Platform to the Clinic.
4. Who can see your data
- Within a Clinic: only Users the Clinic has authorised, and only what their role and permissions allow. Each Clinic's data is separated from every other Clinic's.
- Patients: you can see your own appointments, records and prescriptions that your Clinics make available to you.
- Roshetta personnel: only as needed to run, secure and support the Platform, under confidentiality duties and access controls. Support staff do not open Clinical Data unless it is necessary to resolve an issue you asked us to look at, or the law requires it.
- Service providers (sub-processors): hosting and storage, email, SMS and WhatsApp delivery, payment processing, and monitoring, each bound by written data-protection terms and given only what its task needs. A current list is available on request through Technical Support.
- Laboratories and other connected parties: only where a Clinic connects them to its workspace.
- Authorities: where a law or a valid order requires it, after checking that the request is lawful, and informing the Clinic where we are permitted to.
5. International transfers
Our providers may store or process data in countries other than your own. Where we transfer personal data across borders we do so only with appropriate safeguards required by the law that applies, such as contractual protections, and the Clinic remains responsible for making sure that such transfer is permitted for its Patients' health data under local law.
6. Retention
- Clinical Data is kept for as long as the Clinic's subscription runs and the Clinic instructs, then returned or deleted as the Medical Data Processing Agreement provides, subject to retention periods that the law imposes on Clinics for medical records.
- Account data is kept while the account is active and for a limited period after, to meet legal duties and resolve disputes.
- Security logs and the audit trail are kept for the period needed for security and legal purposes.
- The consent log is kept as legal evidence for as long as claims could arise, and is not editable or deletable.
- Deleting an account is a soft deletion that stops access; records the law or evidential needs require us to keep are retained in restricted form.
7. Security
We protect data with measures including encrypted connections, hashed passwords, role-based access control per Clinic, clinic-level data separation, short-lived sign-in tokens, an audit trail of sensitive actions, rate limiting, and tamper-resistant records for consent. No system is perfectly secure. If a personal-data breach affects data we process for a Clinic, we will notify that Clinic without undue delay so it can meet its own duties to Patients and regulators, and we will notify affected Users directly where the law requires us to.
8. Your rights
Depending on the law that applies to you, you may have the right to access your data, correct it, have it erased or restricted, receive a portable copy, object to certain processing, withdraw consent, and complain to a data-protection or health authority. Some rights are limited where the law requires us or the Clinic to keep a record, for example medical records. To exercise a right over Clinical Data, contact your Clinic. To exercise a right over account or platform data, use the Technical Support (الدعم الفني) form in the Platform. We may need to verify your identity first.
9. Children and people who cannot consent alone
A parent or legal guardian must act for a minor Patient or a person who lacks capacity, and the Clinic is responsible for confirming that authority. Users who register themselves must be of the legal age to contract.
10. Cookies and similar technologies
We use cookies and local storage that are strictly necessary to keep you signed in, remember your language and theme, and protect against attacks. We do not use advertising cookies.
11. Changes to this policy
When we change this policy in a material way we will publish a new version and ask you to review and accept it before you continue, as described in the Terms of Service.
12. Contact and language
Questions or requests can be sent through the Technical Support (الدعم الفني) form in the Platform. This policy is published in Arabic and English; where they differ, the Arabic text governs.