Privacy Practices

This Notice describes how health and medical information about you may be used and disclosed, and how you can access this information. Please read it carefully.

HeltX facilitates access to licensed UAE physicians, laboratories, and pharmacies. Protected health information ("PHI") generated through clinical consultations and lab results is handled in accordance with applicable UAE health-data regulations, including MOHAP, DHA, and DOH data-governance standards.

Treatment: We share PHI with the licensed physicians, pharmacists, and laboratory professionals involved in your care solely to provide diagnosis, prescriptions, and fulfillment of your protocol.

Operations: We use PHI internally to manage your account, conduct quality-assurance reviews, and improve clinical workflows — always within the minimum-necessary standard.

Billing & payment: PHI needed to process insurance claims or verify payment eligibility may be shared with relevant payment entities, subject to applicable law.

Legal obligations: We may disclose PHI when required by UAE law, a court order, or a regulatory authority such as MOHAP, DHA, or DOH.

Emergency situations: In a medical emergency we may share PHI with emergency services or relevant healthcare professionals to protect your vital interests.

Other uses of your health information — including most marketing communications or sale of PHI — will only occur with your explicit written authorization. You may revoke such authorization at any time by contacting us in writing, except where we have already acted in reliance on it.

We make reasonable efforts to limit the use, disclosure, and requests for PHI to the minimum amount necessary to accomplish the intended purpose. This standard applies to routine disclosures and does not limit information sharing required for treatment.

PHI is stored on encrypted servers located in compliant data centers. Access is restricted to authorized personnel on a need-to-know basis. We conduct regular security reviews and require our service providers to maintain equivalent safeguards under written agreements.

Health records are retained for the periods required by MOHAP, DHA, or DOH regulations — typically a minimum of five years for adult patients. Records for minors are retained until the patient reaches adulthood plus the applicable minimum period.

Right to access: You may request a copy of your health records maintained by HeltX or our partner clinicians, subject to applicable clinical and legal exceptions.

Right to amend: You may request correction of inaccurate or incomplete health information. We may deny the request if the information was not created by us or if we determine the record is accurate.

Right to an accounting of disclosures: You may request a list of disclosures of your PHI made in the preceding six years, excluding disclosures for treatment, payment, and operations.

Right to restrict: You may request restrictions on how we use or disclose your PHI. We are not obligated to agree unless the restriction relates to a disclosure to a health plan for payment or operations regarding care you paid for in full.

Right to confidential communications: You may request that we communicate with you by specific means or at a specific location.

Right to a paper copy of this notice: You may request a printed copy of this Notice at any time even if you previously agreed to receive it electronically.

We reserve the right to update this Notice and to apply revised practices to all PHI we hold. A current version will always be available on our website. If material changes are made, we will notify members by email or platform notification.

If you believe your privacy rights have been violated, you may file a complaint with us or with the relevant UAE health authority (MOHAP, DHA, or DOH). We will not retaliate against you for filing a complaint.

For questions or to exercise your rights, contact us at customerservice@heltx.ae.