Privacy Policy
Last updated: August 2026 Version: 2.3
1. Who We Are
Mawaeidk for Services W.L.L., commercial registration No. 228056, incorporated in the State of Qatar ("Mawaeidk", "we", "us"), is the data controller in respect of the personal data we collect through the App.
This Policy explains what data we collect, why we collect it, how we use and protect it, and what your rights are.
This Policy is governed by Law No. 13 of 2016 on the Protection of Personal Data Privacy and its implementing regulations and guidelines in the State of Qatar.
By using the App and creating an account, you consent to the collection and processing of your data for the purposes set out in Section 4 of this Policy.
2. Important Note on the Nature of Some of Your Data
Linking your name to the type of health service booked (for example: a cardiology consultation or a dental cleaning) may constitute personal data of a special nature under Article 16 of Law No. 13 of 2016.
We therefore process such data only with your explicit consent, solely for the purpose of executing and managing your booking, under strict controls described in this Policy, and never for any marketing or targeting purpose.
3. Data We Collect
3.1 Data you provide
- Name: of the user, and of the beneficiary if the appointment is for another person
- Phone number: to create and verify the account and to communicate with you
- Date of birth: to verify identity and match it against the Clinic's records
- National ID or gender: where the Clinic requires it to complete the booking
- Booked service: Clinic, specialty, service type, and appointment date and time
- Description text: in the optional Initial Guidance Feature only, never stored (Section 6)
- Your correspondence with us: enquiries, complaints, and our responses
- Ratings and comments: if you choose to post them
3.2 Data collected automatically
- Device data: type, operating system, App version, device identifier
- Notification token: to deliver appointment alerts via notification services
- Usage and performance data: screens used, usage times, crashes, response speed
- Network data: connection address, connection type, approximate city
- Location: only with your permission, to show nearby clinics and directions. You may refuse or withdraw it in your device settings at any time without losing access to any other feature, and we keep no historical record of your movements
Device permissions: the App may request permissions such as camera or location to operate certain features. These permissions are used only when you activate the relevant feature, and you can manage or withdraw them in your device settings at any time.
Website: our website may use operational and statistical cookies to improve the browsing experience, which you can manage or disable in your browser settings.
3.3 What we do not collect
We do not collect medical records, test results, diagnoses, prescriptions, or bank card details.
4. Purposes of Processing
We process your data for the following purposes:
A) Operating the service
- Creating, verifying, and managing your account
- Executing, confirming, modifying, and cancelling bookings
- Sharing the necessary data with the Clinic to fulfil the appointment
- Sending service notifications: booking confirmation, reminders, changes or cancellations, and essential operational messages
- Operating the optional Initial Guidance Feature in accordance with Section 6
B) Support and communication
- Responding to and following up on your enquiries and complaints
- Notifying you of material updates to the service, the Terms, or this Policy
C) Development and improvement
- Analysing App usage and performance and detecting and fixing faults
- Developing existing features, testing new features and services, and improving the user experience
- Producing internal statistics, reports, and studies on service performance, demand, and usage trends
- Personalising your in-App experience, such as ordering clinics by your area or simplifying re-booking
D) Security and protection of rights
- Protecting the App and your account, and preventing fraud, fictitious bookings, and misuse
- Establishing, exercising, and defending legal rights and resolving disputes
- Complying with the laws, regulations, and official requests of the State of Qatar
E) Marketing, with your separate consent
- Sending offers, promotional messages, and news of new services, through the App, SMS, or email, only after your explicit prior consent and in accordance with Section 5 below
5. Marketing Messages
5.1 We do not send you any direct marketing message without your explicit prior consent, in accordance with Article 22 of Law No. 13 of 2016.
5.2 Your consent to marketing messages is optional and entirely separate from your use of the App. Refusing it does not affect any of our services.
5.3 You may withdraw your consent at any time through the App settings, the unsubscribe instructions included in every message, or by contacting us, and we will stop the messages within a reasonable period.
5.4 Every marketing message identifies us, includes our contact details, states that it is for marketing purposes, and explains how to stop it.
5.5 Express commitment: we never use the type of health service booked or the medical specialty as a basis for targeting you with any marketing message.
5.6 Service notifications, such as booking confirmations and reminders, are not marketing messages. They are an essential part of the service and continue while your account is active.
6. Initial Guidance Feature
6.1 The App offers an optional feature that helps you identify the most suitable medical specialty: you write a brief description of your need, and the feature suggests specialties and available physicians. It is a guidance tool, not medical advice.
6.2 The feature is activated only after your explicit consent before first use. Declining or not using it does not affect booking or any other service.
6.3 The text you write is processed by a specialised technology provider whose servers are located outside the State of Qatar, subject to the following controls:
- Processing is fully transient, and the conversation text is not stored or retained by us
- Your name, phone number, and any personal identifier are never sent with the text
- Our technical logs record operational data only, such as message length, never the content
- An automated emergency triage layer runs before any external processing. Where an emergency is suspected, the user is immediately directed to call 999 and the text is not sent
6.4 Please do not include names, ID numbers, or any identifying details about yourself or others in the text. Describe the need only.
7. Anonymised and Aggregated Data
7.1 We may create anonymised or statistically aggregated data from usage data, such that you can no longer be identified directly or indirectly.
7.2 Such data is not personal data, and we may use, retain, publish, and share it for development, analytics, statistics, reporting, performance evaluation, and general business purposes.
7.3 We do not re-link such data to your identity, nor use it in any way that would allow you to be re-identified.
8. Legal Basis for Processing
We rely on: explicit consent for data of a special nature, location services, the Initial Guidance Feature, and marketing messages; performance of the contractual relationship for managing your account and executing your bookings and their notifications; legitimate interest for App security, fraud prevention, service improvement and development, and statistics, in a manner that does not override your rights; and legal obligation where a competent authority so requires under the law.
9. Who We Share Your Data With
9.1 The Clinic you book with
We share the minimum necessary to fulfil the booking: name, phone number, the booked service, and identity-verification data where requested.
Note: after receipt, the Clinic is an independent data controller, and its processing is governed by its own policy and its professional and legal obligations. We are not responsible for the Clinic's handling of data after it has been delivered for the purpose of the appointment.
9.2 Technical service providers
Hosting providers, notification services, crash-monitoring tools, SMS services, the Initial Guidance Feature provider, and technical support providers, under agreements binding them to confidentiality and to processing only on our instructions.
9.3 Professional advisers
Lawyers, accountants, and auditors where needed, within the bounds of professional confidentiality.
9.4 Corporate transactions
In the event of a merger, acquisition, restructuring, or transfer of ownership in whole or in part, data may be transferred to the successor entity, subject to its compliance with this Policy.
9.5 Competent authorities
Where there is a legal, judicial, or regulatory request in the State of Qatar.
9.6 What we never do
We do not sell, rent, or trade your data, nor share it with advertisers, insurance companies, or commercial third parties for their own purposes.
10. Data Location and Transfers Outside Qatar
10.1 Your personal data, the App's database, and its backups are stored on servers inside the State of Qatar. Verification and reminder SMS messages are sent through a local provider inside the State.
10.2 We use technical service providers whose servers may be located outside Qatar, in two limited scopes only:
- Notification delivery and crash monitoring: the data sent is limited to device notification tokens, generic notification text, and technical fault data, and never includes your name, the booked health service, or any indication of your health condition
- The optional Initial Guidance Feature: the text you write is processed under the controls of Section 6, without storage, without any personal identifier, and with your explicit prior consent
10.3 Any transfer of data outside the State of Qatar takes place in accordance with Law No. 13 of 2016 and with the necessary contractual and security safeguards, in a manner that causes no harm to your data or privacy.
11. Retention Periods
We retain your data for as long as necessary for the purposes above:
- Account data: for the life of your account, plus 12 months after closure
- Booking records: 5 years, for support, dispute resolution, and evidencing rights
- Correspondence and complaints: 3 years
- Performance and crash data: 24 months
- Initial Guidance Feature conversation text: never stored
- Anonymised data: no time limit
We may retain specific data for longer where the law requires it or where it is needed to establish or defend a right in an ongoing dispute. After the period expires, data is deleted or anonymised.
12. Data Security
12.1 We apply appropriate technical and organisational measures, including: encryption of the connection between the App and our servers, need-based access controls, identity verification by one-time code to your phone, segregation of clinic data within the dashboard, in-country backups, and periodic system reviews.
12.2 No method of electronic transmission or storage is one hundred per cent secure, and we cannot guarantee absolute security.
12.3 In the event of a breach affecting your personal data, we will notify the competent authority in the State of Qatar and notify you within the periods and procedures prescribed by law.
13. Your Rights
Under Law No. 13 of 2016 you have the right to: know that your data is being processed and for what purposes; access your data and obtain a copy of it; correct or update inaccurate data; request erasure of your data within the limits permitted by law; object to or restrict the processing of your data, including direct marketing; withdraw your consent at any time without affecting the lawfulness of prior processing; and lodge a complaint with the authority competent for personal data privacy in the State of Qatar.
To exercise any of these rights, contact us using the details in Section 16. You may request deletion of your account from within the App or by contacting us. We respond within the legally prescribed period and may verify your identity before acting, for the protection of your data.
14. Children's Privacy
The App is intended for persons who have reached eighteen years of age. An appointment may be booked for a minor by their legal guardian or custodian, who bears responsibility for the accuracy and lawfulness of the data provided. If we learn that we have collected data from a minor without their guardian's authorisation, we delete it immediately.
15. Changes to This Policy
15.1 We may update this Policy from time to time and will publish the updated version in the App with a revised "last updated" date.
15.2 For material changes, such as new processing purposes, new sharing parties, or a change of storage location, we will notify you through the App or by SMS fifteen days before they take effect, and will seek fresh consent where the law requires it.
15.3 This Policy is to be read together with the Terms of Use published in the App, and in the event of any inconsistency between language versions, the Arabic version prevails.
16. Contact
For any enquiry, request, or complaint regarding the privacy of your data:
- Email: info@mawaeidk.com