Privacy Policy

Information we may collect

• Account and profile data such as name, email address, phone number, gender, date of birth, profile photo, and whether you use Care-Lo to get care or as a healthcare professional.
• Sign-in credentials. When you set a password, it is converted into a secure one-way hash before it is saved, and only that hash is stored. Care-Lo never stores your password in readable form and cannot see or recover it; if you forget it, you reset it with a code sent to your email.
• Healthcare professional profile details such as biography, years of experience, specializations, services, service areas, and the documents uploaded for verification.
• Service request details such as the date and time of the visit, the proposed amount, the visit address, and the service asked for.
• Location information, either an address or map location you type in or pick yourself, or your device's location if you allow your device or browser to share it. If you use location-based features, Care-Lo processes this information to search for healthcare professionals near you and to send service requests. You can use Care-Lo without sharing your device's location by entering an address instead.
• Communication data such as chat messages, attachments, and activity related to your service requests.
• Technical and session data such as device identifiers, session identifiers, user agent information, push-notification tokens, and app or browser usage needed to operate the service.

How we may use information

• Create and maintain user accounts.
• Show customers the healthcare professionals who cover their area, based on search, location and service information.
• Review healthcare professionals' verification documents, as a limited trust check.
• Support chat, bookings, notifications, security, fraud prevention and customer support.
• Comply with legal obligations, enforce our Terms of Use, and protect the rights and safety of the people who use Care-Lo and of the platform itself.

Health-related information

Information submitted through service requests, chats, attachments or other platform features may contain health-related or other sensitive personal information. Care-Lo processes such information only where necessary to provide the requested platform functionality, facilitate communication between users, maintain safety, or comply with applicable legal requirements.

Verification and profile review

• Care-Lo may review uploaded identification and educational or training documents to see whether the submitted name, date of birth and profile photo appear to match the documents provided.
• This is a limited verification step only. It does not mean Care-Lo guarantees identity, licence validity, registration status, competence, treatment quality, professional conduct or service outcome.
• Customers and healthcare professionals remain responsible for their own decisions, interactions, services, payments and disputes, except where applicable law requires otherwise.

What other people on Care-Lo can see

• Healthcare professional profiles are public. Anyone, including people without an account, can see a healthcare professional's name, profile photo, gender, biography, experience, specializations, services, service area, ratings and reviews, whether they are verified, and whether they are online. Their phone number, email address and date of birth are not shown.
• When you send a service request, the healthcare professional you send it to can see your name, phone number, gender and profile photo, the ratings other healthcare professionals have given you, the address and location of the visit, the date and time, the service and the amount you proposed. They cannot see your email address or date of birth.
• When you chat, you and the other person see each other's name and profile photo, and the messages and attachments you exchange.
• When you leave a review, your name, rating and comment can be shown to the person you reviewed and, for a review of a healthcare professional, on their public profile.

How information may be shared

• With other users, as described in "What other people on Care-Lo can see" above.
• With the companies that help us run Care-Lo, for storage, notifications, authentication, email, maps, analytics and security.
• When required by law, legal process or a regulatory request, or where reasonably necessary to protect the rights or safety of people who use Care-Lo, or the platform itself.

International processing and storage

Some of the companies Care-Lo uses may process or store information outside Pakistan. Where this happens, we take reasonable steps to ensure information is handled consistently with this Privacy Policy and applicable requirements.

Usage analytics

To understand how the website is used and improve it, Care-Lo uses PostHog, a product analytics service, with data stored in the European Union. It records which pages are visited, the care searches made, which healthcare professional profiles are viewed, and clicks on the public pages, along with general device and browser information. We may also record some visits to public pages to see how people move through them.

We do not send your name, email address, phone number, address or location to PostHog. Text you type into forms is hidden from recordings, and the signed-in areas of Care-Lo, including chat, profiles, bookings and verification, are not recorded. When you are signed in, visits are linked to your account by an internal identifier only.

Cookies and similar technologies

Care-Lo uses cookies and your browser's local storage to keep you signed in, remember your session and in-progress forms, and make the site work. Our analytics services also use them to recognize return visits. Blocking or clearing them in your browser will sign you out and may stop some features from working.

Retention, security and your responsibility

Care-Lo uses reasonable administrative, technical and operational measures to protect platform information. No method of storage, transmission or online system can be guaranteed fully secure. We may keep information for as long as reasonably necessary to operate the platform, resolve disputes, prevent misuse, keep legitimate business records and meet legal obligations.

Care-Lo is a platform that connects people. Customers and healthcare professionals remain responsible for the choices they make, the information they share, the services they arrange, and any resulting outcomes or disputes, except where applicable law places responsibility directly on Care-Lo.

Children

Care-Lo accounts are for people aged 18 or older. Care for a child or someone who depends on you may be arranged by a parent, guardian or other authorized adult.

Your privacy choices and rights

You may ask for access to, correction of, or deletion of the personal information associated with your Care-Lo account. You may also ask for your account to be deleted, or contact us with questions about how your information is handled.

To make a privacy-related request, contact us at support@care-lo.com.

Account deletion

You can ask us to delete your Care-Lo account and the personal information associated with it. To delete your account, email support@care-lo.com from the email address registered to your account. We may ask you to confirm the request before your account is deleted.

Certain records may be kept where reasonably necessary for legal compliance, fraud prevention, safety, dispute resolution or legitimate business record keeping.

Changes to this Privacy Policy

We may update this Privacy Policy as Care-Lo's services develop. When we make material changes, we will publish the updated policy on this page with a new “last updated” date and may give additional notice where appropriate.