Plain-language summary
- Who we are: EpaleDoc is a platform that connects patients with independent, licensed doctors and health professionals in Venezuela (home visits, in-person and video consultations).
- What data we use: your identity and contact details, your location (including in the background for the doctor on the way), health information from your consultations, camera and microphone during the video consultation, and payment data.
- Why: to provide the medical service, connect you with the right professional, show real-time tracking, issue your digital prescription and process payments.
- Sensitive data: we treat your health data with enhanced protection and only with your explicit consent.
- Your rights: you can access, correct, delete your data and delete your account at any time by writing to operaciones@epaledoc.com.
- Not for emergencies: EpaleDoc does not replace emergency services. In a life-threatening emergency, contact emergency services.
Contents
- Data controller
- Scope and acceptance
- Definitions
- Data we collect
- Purposes and legal basis
- Health data (special category)
- Location, including background
- Camera and microphone
- Payments
- Who we share data with
- Providers and international transfers
- Data retention
- Information security
- Your rights (Habeas Data)
- Account deletion
- Minors
- Notifications
- Cookies and similar technologies
- Important medical notice
- Changes to this policy
- Governing law
- Contact
1. Data controller
EpaleDoc ("EpaleDoc", "the Platform", "we") is responsible for the processing of personal data collected through the mobile application and the website. For any matter related to your privacy you can contact us at:
2. Scope and acceptance
This Policy applies to everyone who uses EpaleDoc, whether as a Patient (who requests health services) or as a Doctor/Partner (independent professional who provides the services). By creating an account or using the Platform, you declare that you have read and accepted this Policy. If you do not agree, please do not use EpaleDoc.
EpaleDoc acts as a technology intermediary that coordinates and facilitates the contact between patients and independent professionals. Health services are provided by the professionals under their own responsibility and license.
3. Definitions
- Personal data: any information that identifies you or makes you identifiable.
- Health data: information about your health status, symptoms, diagnoses, treatments and prescriptions. This is sensitive data with enhanced protection.
- Processing: any operation on personal data (collection, use, storage, transmission, deletion).
- Processor/Provider: a third party that processes data on behalf of EpaleDoc under contractual instructions.
4. Data we collect
4.1 Account and contact data
- Name, email address, phone number and user type (patient or doctor).
- Access credentials (managed in encrypted form).
4.2 Profile data
- Patient: contact details, address for home visits.
- Doctor/Partner: professional and credential-verification data (for example, MPPS license, Medical Board, applicable health registry), specialty, fees and data for paying their fees.
4.3 Health data
- Reason for consultation, information you share with the professional, digital prescriptions generated, and your consultation history within the Platform.
4.4 Location data
- Device location to connect you with nearby professionals, show the map and the real-time tracking of the home visit.
- Background location (only for the Doctor/Partner en route): while the professional is on the way to your home, their app shares their location even when the application is in the background, so you can see their arrival in real time. See Section 7.
4.5 Camera and microphone
- Access to the camera and microphone only during a video consultation, for the real-time transmission of audio and video between patient and doctor.
4.6 Payment data
- Information needed to process payment for the service (for example, the selected payment method: card, mobile payment or cash). EpaleDoc does not store your full card details; processing is performed by the corresponding financial providers.
4.7 Technical and usage data
- Device model, operating system, technical identifiers, activity logs and diagnostics for security and service improvement.
5. Purposes and legal basis
| Purpose | Basis |
|---|
| Create and manage your account; authenticate you | Performance of the requested service |
| Connect you with the right professional and coordinate the consultation | Performance of the service |
| Show map, location and real-time tracking | Consent / performance of the service |
| Conduct the video consultation (camera/microphone) | Consent / performance of the service |
| Process health data and issue the digital prescription | Explicit consent |
| Process payments and prevent fraud | Performance of the service / legitimate interest |
| Security, support and improvement of the Platform | Legitimate interest |
| Comply with legal obligations and resolve disputes | Legal obligation |
6. Health data (special category)
Enhanced protection. Health data is sensitive. We only process it with your explicit consent, given when using the consultation features. It is shared exclusively with the professional treating you and is kept associated with your history within the Platform for continuity of care. You may withdraw your consent at any time (which may prevent provision of the service).
7. Location, including background
EpaleDoc uses location data for essential service functions:
- Patient: location when requesting the service, to find nearby professionals and share your address with the assigned doctor.
- Doctor/Partner: while a visit is active ("on the way"), the app may access their location in the background (with the app minimized or the screen off) to transmit their position to the patient and enable real-time tracking, together with a visible notification indicating that location is being shared.
Background location is activated only during an active visit and stops when it ends. You can control location permissions from your device settings at any time; disabling them will limit or prevent certain features.
8. Camera and microphone
Access to the camera and microphone is requested only to conduct the video consultation and is used only during the call. EpaleDoc does not record your video consultations unless you are expressly informed and give your consent.
9. Payments
Depending on the chosen method, payment may be processed by card, mobile payment or cash directly with the professional. Financial providers process payment data under their own policies. EpaleDoc keeps only the transaction information necessary for operation, billing and fraud prevention.
10. Who we share data with
- With the professional treating you: we share the necessary data (identity, contact, visit location and reason/health data) so they can provide the service.
- Technology providers (processors): who help us operate the Platform (infrastructure, video calls, maps, payments, messaging). See Section 11.
- Authorities: where there is a legal obligation or a valid order.
- We do not sell your personal data to third parties.
11. Providers and international transfers
To provide the service we use providers that may process data on servers located outside Venezuela. In those cases we adopt measures to protect your information. Categories of providers:
| Provider / Category | Purpose |
|---|
| Infrastructure and database (e.g. Supabase) | Accounts, data and prescription storage, authentication |
| Video calls (e.g. Daily.co) | Audio/video transmission of the consultation |
| Maps and location (e.g. Google Maps Platform / Apple Maps) | Map, geolocation and routes |
| Payment and banking processors (e.g. Bancamiga) | Service payment |
| Insurance (e.g. Internacional de Seguros) | Associated coverage, if applicable to your plan |
| App stores and notifications (Apple, Google) | App distribution and push notifications |
12. Data retention
We keep your data while your account is active and for as long as necessary to fulfill the purposes described, meet legal obligations (including those relating to health records and billing) and resolve disputes. When no longer needed, we securely delete or anonymize it.
13. Information security
- Encryption of credentials and communications.
- Database-level access controls (per-user isolation) so each person accesses only their own data.
- Restricted storage of sensitive documents (e.g. prescriptions) accessible only to authorized parties.
- Security best practices and continuous review.
No system is 100% infallible; we work to protect your information and to notify relevant incidents in accordance with the law.
14. Your rights (Habeas Data)
In accordance with the constitutional right to Habeas Data and applicable regulations, you may exercise at any time your rights to:
- Access: know what data we hold about you.
- Rectification: correct inaccurate or outdated data.
- Erasure: request the deletion of your data.
- Objection / Restriction: object to certain processing.
- Portability: receive a copy of your data in a readable format.
- Withdraw consent given, without retroactive effect.
To exercise them, write to operaciones@epaledoc.com. We will respond within a reasonable period and may verify your identity before fulfilling the request.
15. Account deletion
You may request the deletion of your account and associated personal data:
- From within the app (delete account option), or
- By writing to operaciones@epaledoc.com with the subject "Delete account".
Some data may be retained for as long as required by law (for example, billing or health records). We will tell you what is deleted and what must be retained and why.
16. Minors
EpaleDoc is intended for persons over 18 years of age. Use by minors must be carried out with the consent and under the supervision of their legal guardian. If we detect a minor's data without the appropriate authorization, we will delete it.
17. Notifications
We may send you push notifications and service-related messages (status of your consultation, doctor's arrival, prescription available). You can disable notifications from your device settings.
18. Cookies and similar technologies
The mobile app uses local storage and technical identifiers necessary for its operation (for example, keeping your session). The website may use essential cookies. We do not use your health data for advertising purposes.
19. Important medical notice
EpaleDoc is not an emergency service. The Platform facilitates contact with independent professionals but does not replace emergency care nor constitute, by itself, a diagnosis. In a life-threatening medical emergency, go immediately to the nearest health center or contact emergency services. Clinical decisions are the responsibility of the treating professional.
20. Changes to this policy
We may update this Policy to reflect legal, technical or service changes. We will publish the current version on this page with its update date and, when changes are significant, we will notify you by reasonable means. Continued use after the update implies acceptance.
21. Governing law
This Policy is governed by the laws of the Bolivarian Republic of Venezuela, including the constitutional right to Habeas Data (Articles 28 and 60 of the Constitution) and other applicable regulations on data protection and health. Any dispute shall be submitted to the competent courts of Venezuela.
22. Contact
If you have questions, requests or complaints about your privacy, contact us at: