Privacy Policy

1. Introduction

MTAG Health Solutions Namibia (Pty) Ltd (“Meditag Namibia”, “we”, “us”, or “our”) operates the Meditag app for users who select the Namibia (NA) region. Meditag South Africa (Pty) Ltd operates the Meditag app for users who select the South Africa (ZA) region. Together, these entities provide the Meditag services.

This Privacy Policy explains how we collect, use, disclose, and safeguard your personal information, including sensitive health data, location data (including background location), device identifiers, advertising data, camera and microphone access, contacts, and other information when you use our services in Namibia or South Africa.

We are committed to protecting your privacy in accordance with Article 13 of the Namibian Constitution, the Protection of Personal Information Act 4 of 2013 (POPIA) in South Africa, and the ethical guidelines of the Health Professions Council of Namibia (HPCNA) and relevant South African health professional bodies. We voluntarily apply international best-practice standards, including those required by Google Play for apps that access location, advertising identifiers, and sensitive permissions.

By using the Meditag app, you acknowledge that you have read and understood this Privacy Policy. If you do not agree, please discontinue use of the app and delete your account.

2. Data We Collect

We collect the following categories of information. Some data is provided directly by you; other data is collected automatically through your use of the app and device permissions you grant:

• Personal Information: Name, email, phone number, date of birth, and account details.
• Health Data: Medical history, examinations, prescriptions, lab results, X-rays, CT scans, clinical notes, and other medical information you choose to log, upload, or generate within the app. This is sensitive personal data.
• Location Data (including Background Location): Precise location, approximate location, and background location (location access while the app is closed or not in use). This is used primarily for the On Call / emergency feature so that responders or authorised contacts can locate you during a medical emergency when you activate the feature. Location may also be used for other location-based services you explicitly enable. Background location is only accessed when you have granted the necessary permissions and activated the relevant feature.
• Camera and Photos: Access to your device camera and photo library so you can capture or upload images of medical records, prescriptions, lab results, X-rays, CT scans, or other health-related documents.
• Microphone / Audio: Access to the microphone if you use features that involve voice notes, audio attachments, video consultations, or emergency voice activation (where available). Audio is only processed when you initiate the relevant feature.
• Contacts: Access to your contacts (with your permission) so you can select emergency contacts, share medical records with authorised healthcare professionals or family members, or add recipients for the On Call feature.
• Device Identifiers and Advertising Identifiers: Advertising ID (AAID / Google Advertising ID), device ID, IP address, and other unique identifiers. These are used for app functionality, analytics, fraud prevention, and to deliver and measure advertisements served through our custom backend ad endpoint.
• Usage Data: Analytics, app interactions, device information (model, operating system, app version), crash logs, and browser type when you access web features.

We do not collect more data than is necessary for the features you use. You can manage many of these permissions in your device settings at any time.

3. How We Use Data

Your data is used to:

• Provide and improve Meditag services, including secure storage and access to your medical records.
• Enable you to share records with healthcare professionals when you choose.
• Personalise your experience and deliver relevant health insights.
• Operate the On Call / emergency feature, including using precise and background location to facilitate timely assistance during medical emergencies.
• Allow you to capture, upload, and store medical images and documents via the camera and photo library.
• Support communication features that may use the microphone (voice notes, audio, or consultations).
• Enable selection and use of emergency or authorised contacts.
• Display advertisements via our custom backend ad endpoint. We may use the Advertising ID and other identifiers to deliver relevant ads, measure ad performance, and prevent fraud. You can limit or reset the Advertising ID in your device settings.
• Comply with legal and professional obligations, including HPCNA guidelines and Namibian law.
• Maintain security, prevent abuse, and improve app performance through analytics.

We process health data and location data only for the purposes described above and with appropriate safeguards. Background location is used solely in connection with the emergency/On Call feature you activate and is not used for advertising or unrelated tracking.

4. Data Sharing

We may share data with:

• Service Providers: Trusted partners for hosting, analytics, support, and our custom advertising backend under strict confidentiality agreements. These providers process data only on our instructions.
• Healthcare Professionals: Only when you explicitly authorise sharing of your records or activate the On Call feature that involves designated responders.
• Emergency Contacts / On Call Recipients: Limited information (including location during an active emergency) may be shared with contacts or responders you have designated when you trigger the On Call feature.
• Legal Authorities: When required by Namibian law or to protect rights and safety.

We do not sell your personal or health data to third parties.

Advertising is delivered through our own custom backend endpoint. We do not share your health data or precise location with external advertising networks for behavioural profiling. Advertising identifiers are used only as described in this policy.

5. Data Security

We implement industry-standard measures including:

• Encryption for data in transit and at rest.
• Strict access controls and regular security audits.
• Secure storage of sensitive health records in compliance with HPCNA ethical standards and POPIA requirements.
• Additional protections for location data and emergency feature data.

Data Storage and Regional Residency

When you create an account you choose a region:

• South Africa (ZA) region: Your data is stored on servers located in South Africa and is processed by Meditag South Africa (Pty) Ltd.
• Namibia (NA) region: Your data is intended to be stored in Namibia and is processed by MTAG Health Solutions Namibia (Pty) Ltd. Important note: The Namibia region server is currently still hosted in South Africa. We will update this policy when the server is migrated to infrastructure located in Namibia.

By selecting a region at signup you acknowledge the current storage location for that region. Cross-border transfers (where they occur) are limited to what is necessary to provide the service and are protected by appropriate safeguards.

While we take reasonable steps to protect your information, no method of electronic transmission or storage is 100% secure. We encourage you to use strong passwords and keep your device secure.

6. Account Deletion and Personal Information Erasure

You may request deletion of your Meditag account and associated personal information at any time directly through the app (Settings → Account → Delete Account). We respect your constitutional right to privacy and will process your request promptly.

What Happens When You Request Deletion

• Immediate steps: We will permanently delete your account profile, login credentials, contact details, and any directly identifiable personal information not required for legal or professional retention.
• Health records: We will de-identify (anonymise) your medical records by removing names, ID numbers, contact details, device identifiers, and any linking metadata.
• Location and device data: Identifiable location history and device identifiers linked to your account will be deleted or de-identified in line with the timeline below, except where required for legal retention or active emergency investigations.

Timeline

• We will confirm receipt of your deletion request immediately.
• Identifiable personal information will be deleted or de-identified within 30 days.
• Full processing may take up to 30 days. You will receive email confirmation once complete.

Note: Deleting your account does not automatically cancel active subscriptions (manage via the Billing section).

7. Your Rights

You have the right to:

• Access, correct, or request deletion of your personal data.
• Object to or restrict certain processing of your data.
• Withdraw consent where processing is based on consent (including location, camera, microphone, contacts, and advertising identifier permissions).
• Manage device permissions (location, camera, microphone, contacts) and reset or limit the Advertising ID through your Android device settings at any time.

We will respond to rights requests without undue delay in accordance with Namibian constitutional protections. To exercise these rights, contact us using the details in Section 8.

8. Contact Us

For privacy concerns, account deletion requests, questions about location or emergency features, advertising, data residency, or any other matters, contact our Data Protection Officer at:

Email: legal@meditag.com.na
Support: support@meditag.com.na

This contact handles requests for both the Namibia (MTAG Health Solutions Namibia (Pty) Ltd) and South Africa (Meditag South Africa (Pty) Ltd) entities. Please include “Privacy Request” and your chosen region (NA or ZA) in the subject line for faster handling.