Privacy Policy

Last Updated: September 2026

At Pavera Health Partners, we respect your privacy and are committed to protecting the personal and health information entrusted to us.

This Privacy Policy explains how Pavera Health Partners ("Pavera," "we," "our," or "us") collects, uses, stores, shares, transfers, and protects personal information when you visit our website, contact us, request a consultation, submit medical information, or use our healthcare coordination services.

Because our services may involve coordinating care between patients, healthcare professionals, hospitals, diagnostic centres, travel providers, and other service partners in different countries, we recognize the sensitive nature of the information we may process and take appropriate measures to protect it.

By using our website or providing information to us, you acknowledge the practices described in this Privacy Policy.

1. Who We Are

Pavera Health Partners provides healthcare navigation and coordination services designed to help patients access appropriate medical expertise and treatment.

Depending on the service requested, we may assist with:

• Specialist and hospital matching
• Second medical opinions
• Medical records coordination
• Treatment planning and healthcare navigation
• Medical travel coordination
• Appointment coordination
• Communication with healthcare providers
• Recovery and follow-up care coordination
• Other patient-support and healthcare facilitation services

Pavera Health Partners is not intended to replace the independent professional judgment of licensed healthcare practitioners. Medical diagnosis, treatment recommendations, and clinical decisions remain the responsibility of appropriately qualified healthcare professionals.

2. Information We May Collect

The information we collect depends on how you interact with Pavera and which services you request.

2.1 Personal Identification Information

We may collect information such as:

• Full name
• Date of birth or age
• Gender, where relevant to healthcare coordination
• Nationality
• Country of residence
• Telephone number
• Email address
• Preferred method of communication
• Emergency or family contact information
• Passport or identification information where required for medical travel or healthcare administration

We only request information that is reasonably necessary for the relevant service.

2.2 Health and Medical Information

Where you request healthcare coordination services, we may need to process sensitive health information, including:

• Medical history
• Current medical condition
• Diagnosis
• Symptoms
• Treatment history
• Prescriptions and medications
• Laboratory results
• Medical imaging and diagnostic reports
• Referral letters
• Hospital discharge summaries
• Previous medical opinions
• Surgical history
• Allergies
• Relevant family medical history
• Physician or healthcare-provider information
• Medical records and supporting documents you provide
• Information concerning treatment recommendations and outcomes

We process health information only where necessary and where we have an appropriate legal basis or authorization to do so.

2.3 Consultation and Enquiry Information

When you complete a consultation form, contact form, WhatsApp enquiry, email enquiry, telephone enquiry, or other communication, we may collect:

• Your name
• Contact information
• Country
• Preferred destination or hospital, where applicable
• Type of medical assistance required
• Information contained in your message
• Preferred consultation time
• Medical speciality required
• Any documents or information voluntarily submitted with the enquiry

2.4 Medical Travel Information

If you request medical travel coordination, we may collect information necessary to facilitate your journey, including:

• Travel dates
• Passport information
• Destination
• Flight information
• Accommodation requirements
• Mobility or accessibility requirements
• Companion or caregiver information
• Hospital admission and discharge dates
• Transportation requirements

We will seek to limit this information to what is necessary for coordinating the requested services.

2.5 Technical and Website Usage Information

When you visit our website, certain technical information may be collected automatically, including:

• IP address
• Browser type
• Device type
• Operating system
• Pages visited
• Referring website
• Date and time of access
• Approximate location derived from IP address
• Website interactions
• Cookie identifiers and similar technologies

This information helps us maintain website security, understand website performance, and improve the user experience.

3. How We Collect Information

We may collect information:

Directly from you

For example, when you:

• Complete an online form
• Request a consultation
• Contact us by telephone
• Contact us through WhatsApp
• Send us an email
• Upload medical documents
• Request specialist or hospital matching
• Request a second medical opinion
• Engage our medical travel or care coordination services

From someone acting on your behalf

With appropriate authority, information may be provided by:

• A family member
• Parent or legal guardian
• Caregiver
• Employer
• Insurance provider
• Referring doctor
• Authorized representative

From healthcare providers

Where necessary and appropriately authorized, information may be obtained from:

• Doctors
• Specialists
• Hospitals
• Clinics
• Laboratories
• Diagnostic centres
• Other healthcare professionals or institutions involved in your care

Automatically through our website

Some technical information may be collected through cookies, server logs, analytics technologies, and similar tools.

4. How We Use Your Information

We may use personal information to:

• Respond to enquiries
• Provide requested consultations
• Understand your healthcare requirements
• Identify potentially appropriate specialists and healthcare institutions
• Coordinate medical appointments
• Facilitate second medical opinions
• Obtain and organize medical documentation
• Securely transmit authorized medical records
• Coordinate communication between patients and healthcare providers
• Facilitate treatment arrangements
• Support medical travel planning
• Coordinate post-treatment and follow-up services
• Communicate important information regarding your case
• Provide customer and patient support
• Maintain appropriate administrative records
• Process payments where applicable
• Prevent fraud, misuse, or unauthorized access
• Maintain website and information-system security
• Improve our services and website
• Meet legal, regulatory, contractual, and compliance obligations
• Establish, exercise, or defend legal claims where necessary

We will not use sensitive health information for unrelated advertising purposes without an appropriate lawful basis and any consent required by applicable law.

5. Legal Basis for Processing

Depending on the circumstances and applicable law, we may process personal information on one or more of the following grounds:

• Your consent
• The provision of services you have requested
• Steps necessary before entering into an agreement with you
• Compliance with legal or regulatory obligations
• Protection of vital interests where applicable
• Our legitimate business interests, provided those interests do not override your rights
• Establishment, exercise, or defence of legal claims
• Other lawful grounds applicable to health or sensitive personal information

Where processing is based on consent, you may withdraw your consent subject to applicable law and any processing that must continue for another lawful reason.

6. Health Information and Medical Records

Health information requires a particularly high level of protection.

When you provide medical records to Pavera, we use them only for legitimate purposes connected with the healthcare services you have requested or as otherwise permitted by law.

This may include sharing relevant records with an appropriate:

• Specialist
• Physician
• Hospital
• Clinic
• Diagnostic facility
• Care coordinator
• Other authorized healthcare professional

We aim to share only the information reasonably necessary for the intended healthcare purpose.

Before sending medical records to healthcare providers, we may request your authorization or consent where required.

7. Specialist and Hospital Matching

When you request assistance identifying an appropriate specialist or hospital, we may use information concerning your medical condition, treatment requirements, location, preferences, and other relevant circumstances to identify potentially suitable providers.

Relevant information may subsequently be shared with selected healthcare institutions or specialists so they can assess whether they are able to assist you.

Pavera does not guarantee that a particular healthcare provider will accept a patient, provide a particular diagnosis, recommend a particular treatment, or achieve a particular clinical outcome.

8. Second Medical Opinions

When you request a second medical opinion, we may transmit relevant medical records and information to appropriately qualified healthcare professionals.

Information shared may include:

• Diagnosis
• Medical history
• Laboratory reports
• Imaging reports
• Scans
• Previous treatment information
• Physician notes
• Questions you would like the reviewing specialist to address

The medical professional providing the second opinion is responsible for their independent clinical assessment.

9. International and Cross-Border Data Transfers

Pavera Health Partners may coordinate healthcare services involving providers located outside your country of residence.

As a result, personal and medical information may need to be transferred to or accessed from another country.

For example, information may be shared with an overseas hospital or specialist when you request international treatment or a medical opinion.

Different countries may have different privacy and data-protection standards.

Where cross-border transfers are necessary, we seek to use appropriate safeguards and limit transferred information to what is reasonably required for the requested service.

Where required by applicable law, we will obtain appropriate authorization or consent before transferring sensitive personal information internationally.

10. When We May Share Your Information

We do not sell your personal or medical information.

We may share information only where reasonably necessary with parties such as:

• Hospitals
• Doctors and medical specialists
• Clinics
• Diagnostic centres and laboratories
• Care coordinators
• Authorized representatives
• Technology and hosting providers
• Secure communications providers
• Payment-processing providers
• Travel and accommodation providers where medical travel services have been requested
• Insurance providers where authorized
• Professional advisers
• Regulators or government authorities where legally required

Third-party service providers should receive only information necessary to perform their assigned function and are expected to handle information appropriately.

11. WhatsApp and Other Third-Party Communication Platforms

Our website may provide a WhatsApp contact button or links to other third-party communication platforms.

When you choose to contact Pavera through WhatsApp or another external platform, your information may also be processed by the operator of that service according to its own privacy practices.

We recommend avoiding sending highly sensitive medical information through ordinary messaging channels unless you have been advised that the communication method is appropriate for that information.

Where necessary, our team may direct you to a more appropriate method for securely submitting medical records.

12. Cookies and Website Technologies

Our website may use cookies and similar technologies to:

• Enable essential website functionality
• Remember user preferences
• Maintain security
• Measure website traffic
• Understand how visitors use our website
• Improve performance and usability

Where required by applicable law, non-essential cookies will only be used after appropriate consent has been obtained.

Users may also control certain cookies through their browser settings.

A separate Cookie Policy may provide additional information about the cookies and technologies used on our website.

13. Data Security

We take reasonable technical and organizational measures designed to protect personal information from:

• Unauthorized access
• Unauthorized disclosure
• Accidental loss
• Alteration
• Misuse
• Destruction
• Cybersecurity threats

Depending on the systems and services involved, safeguards may include access controls, secure hosting, encryption, authentication, restricted permissions, security monitoring, backups, and internal data-handling procedures.

However, no internet-based service or electronic storage system can guarantee absolute security.

Users should therefore exercise appropriate caution when transmitting sensitive information electronically.

14. Data Retention

We retain personal information only for as long as reasonably necessary for the purposes for which it was collected and to satisfy applicable legal, regulatory, accounting, contractual, healthcare, dispute-resolution, and compliance requirements.

Retention periods may differ depending on:

• The type of information
• The healthcare service provided
• Applicable legal requirements
• Contractual obligations
• The sensitivity of the information
• Whether information is required for an ongoing patient case
• Potential legal or regulatory claims

When information is no longer required, we may securely delete, destroy, or anonymize it in accordance with applicable requirements.

15. Your Privacy Rights

Depending on the law applicable to you, you may have rights concerning your personal information, including the right to:

• Request access to personal information held about you
• Request correction of inaccurate or incomplete information
• Request deletion of information in appropriate circumstances
• Object to certain processing
• Request restriction of certain processing
• Withdraw consent where processing depends on consent
• Request information regarding how your data is being used
• Request portability of certain information where applicable
• Raise a complaint regarding the handling of your personal information

These rights may be subject to legal exceptions.

For example, we may need to retain certain information to comply with legal obligations or establish, exercise, or defend legal claims.

16. Children and Minors

Healthcare coordination may sometimes involve children or minors.

Where services are requested for a minor, we may require information and authorization from a parent, legal guardian, or another person legally authorized to act on the child's behalf.

We seek to process children's information only where necessary for the requested healthcare services and in accordance with applicable legal requirements.

17. Information About Another Person

If you provide personal or medical information concerning another person, you should ensure that you are authorized to provide that information and, where required, that the individual has been appropriately informed about how their information will be used.

This may apply when arranging healthcare for a:

• Child
• Parent
• Spouse
• Relative
• Dependant
• Patient under your care

We may request evidence of authorization where appropriate.

18. Marketing Communications

Where permitted, we may occasionally send information about Pavera services, healthcare resources, or organizational updates.

Where consent is required for marketing communications, we will request it.

You may opt out of marketing communications at any time using the unsubscribe mechanism provided or by contacting us.

Opting out of marketing communications will not prevent us from sending essential communications relating to an active consultation or service.

19. Third-Party Websites

Our website may contain links to hospitals, specialists, healthcare organizations, travel providers, social media services, or other external websites.

Pavera does not control the privacy practices of independent third-party websites.

When you leave our website, we encourage you to review the privacy policy of the website or service you are visiting.

20. Automated Decision-Making

Pavera may use digital tools to assist with administration, organization, search, matching, or healthcare coordination.

Where automated technologies are used, they should support rather than improperly replace appropriate human and professional decision-making.

Clinical diagnosis and treatment decisions remain the responsibility of qualified healthcare professionals.

21. Data Breaches and Security Incidents

If we become aware of a personal-data security incident, we will assess the nature and potential impact of the incident and take reasonable steps to contain and address it.

Where required by applicable data-protection law, we will notify the appropriate regulatory authority and/or affected individuals within applicable statutory requirements.

22. Changes to This Privacy Policy

We may update this Privacy Policy periodically to reflect:

• Changes to our services
• Changes to our website
• New technologies
• Regulatory requirements
• Changes in data-protection practices

The latest version will be published on this page together with the updated revision date.

We encourage users to review this Privacy Policy periodically.

23. Contact Us About Privacy

If you have questions about this Privacy Policy, wish to exercise your privacy rights, or have concerns about how your personal information has been handled, please contact:

Pavera Health Partners

Privacy / Data Protection Enquiries

Email: hello@paverahealthpartners.com
Telephone: +254 142 494 473
Address: Nairobi, Kenya

When submitting a privacy request, we may need to verify your identity before releasing, correcting, or deleting personal information.

24. Complaints

If you believe your personal information has not been handled appropriately, please contact Pavera Health Partners first so that we can investigate your concern.

You may also have the right to submit a complaint to the relevant data-protection or privacy regulator in your jurisdiction.

Our Privacy Commitment

At Pavera Health Partners, trust is fundamental to healthcare coordination.

We are committed to handling personal and medical information responsibly, transparently, securely, and only for legitimate purposes connected with supporting our patients and delivering the services entrusted to us.

Your information deserves the same care and confidentiality as your healthcare journey.