Privacy Policy

The data controller responsible for your personal information is:

We operate four centres in the UAE, each licensed by the relevant health authority:

Licence details are available on request by contacting us at the address below.

Email (including privacy requests): info@kottakkalayurveda.ae · Toll free: 800 29878332

This policy applies to personal information we process through:

• The Website, including its English and Arabic versions;
• Appointment requests, enquiry forms, phone calls, email, SMS and WhatsApp messages;
• Our social media pages and advertisements, including lead forms submitted through Facebook or Instagram;
• Consultations and treatments at our centres, and home-visit services such as postnatal care; and
• Payments, insurance claims and instalment plans.

It does not apply to third-party websites or services that we link to. Those services have their own privacy policies.

3.1 Information you give us

• Identity and contact details: full name, date of birth, gender, nationality, phone number, email address, residential address (including for home visits), and preferred language.
• Identification documents: Emirates ID, passport or visa details where required for patient registration, insurance verification or regulatory reporting.
• Appointment information: preferred centre, date, time, treatment of interest and any notes you include in a booking request.
• Health information: medical history, current symptoms and conditions, medications, allergies, lifestyle and dietary information, pregnancy and postnatal information, consultation notes, Ayurvedic assessments (such as Prakriti analysis), treatment plans, therapy records, prescriptions, and reports or test results you share with us.
• Insurance information: insurer name, policy and member number, insurance card details, and pre-approval and claims information.
• Payment information: billing details and transaction records. Card payments are processed by our payment service providers; we do not store full card numbers.
• Communications: the content of enquiries, messages, call notes, feedback, complaints and reviews you send us.

3.2 Information collected automatically

When you use the Website, we and our service providers may collect:

• device and browser type, operating system, IP address and approximate location;
• pages viewed, time spent, links clicked, referring website and search terms;
• campaign information such as UTM parameters and advertising click identifiers; and
• cookie and similar technology data (see Section 7).

3.3 Information from third parties

• Insurance companies and third-party administrators (TPAs): eligibility, coverage and approval information.
• Referring doctors or healthcare facilities: referral letters and relevant medical records, where you have been referred to us.
• Advertising platforms: details you submit through Facebook or Instagram lead forms, such as your name, phone number and area of interest.
• Instalment payment providers (such as Tamara and Tabby): confirmation of approval and payment status. We do not receive your credit assessment.
• Family members or carers: information provided on your behalf, for example when a relative books an appointment for an elderly parent or a child.

We do not use automated decision-making that produces legal or similarly significant effects on you.

Health information is sensitive personal data. We handle it in line with Federal Law No. 2 of 2019 on the Use of Information and Communications Technology in Health Fields, Federal Decree-Law No. 4 of 2016 on Medical Liability, applicable MOHAP and DHA standards, and Federal Decree-Law No. 45 of 2021 on the Protection of Personal Data to the extent it applies.

In particular:

• Access to your medical records is limited to the practitioners and staff who need it to provide or support your care.
• We do not disclose your health information to third parties except where you have consented, where it is required or permitted by UAE law, or where it is necessary to protect your life or health or that of another person.
• We do not use your health information for advertising, and we do not share it with advertising platforms.
• Your medical records are stored within the United Arab Emirates, except where UAE law permits otherwise.

We share personal information only where necessary and only with:

• Our practitioners and staff across our four centres, where needed for your care or to manage your appointment.
• Insurance companies and TPAs, to verify coverage and process claims. Only the information required for the claim is shared.
• Payment and instalment providers, including card processors, Tamara and Tabby, to process payments you choose to make through them. These providers act under their own privacy policies.
• Other healthcare providers, such as laboratories, pharmacies or specialists, where you are referred or it is necessary for your care, and with your consent where the law requires it.
• Regulators and public authorities, including MOHAP, DHA and other competent authorities, where we are legally required to do so.
• Service providers who help us run our business, such as website hosting, IT support, appointment and patient management systems, SMS and messaging services, and analytics providers. They may only use your information to provide services to us and must keep it confidential and secure.
• Advertising platforms (such as Meta and Google), which receive limited website usage data through cookies and similar technologies if you consent. They do not receive your health records or the contents of your appointment requests.
• Professional advisers, such as lawyers, auditors and insurers, where necessary.
• A successor entity, if our business or any part of it is reorganised, sold or transferred, subject to equivalent confidentiality protections.

Cookies are small files placed on your device when you visit a website. We use the following categories:

When you first visit the Website, you can accept or decline non-essential cookies. You can change your choice at any time through your browser settings. Blocking cookies may affect how some parts of the Website work.

Our website chat is provided by Zoho SalesIQ. For details of the cookies it uses, see Zoho's cookie policy at https://www.zoho.com/salesiq/cookies-policy.html. Please do not share detailed medical information through the chat; our team will arrange a consultation where this can be discussed confidentially.

You can also learn how Google uses information from sites that use its services at policies.google.com/technologies/partner-sites, and manage ad preferences in your Meta and Google account settings.

We will only send you marketing messages by email, SMS or WhatsApp if you have agreed to receive them. You can opt out at any time by:

• Clicking the unsubscribe link in any email;
• Replying STOP to an SMS or WhatsApp message; or
• Contacting us directly at info@kottakkalayurveda.ae.

Opting out of marketing does not affect service messages such as appointment confirmations and reminders.

Patient medical records are stored in the United Arab Emirates, as required by Federal Law No. 2 of 2019 and its implementing regulations.

Some non-health data, such as Website analytics and advertising data, is processed by service providers (for example Google and Meta) whose servers may be located outside the UAE. Where this happens, we rely on the safeguards permitted under Federal Decree-Law No. 45 of 2021, including transfers to jurisdictions with adequate protection or contractual safeguards.

When information is no longer needed, we securely delete or anonymise it.

We use administrative, technical and physical safeguards appropriate to the sensitivity of health information, including:

• Role-based access controls for patient records;
• Encrypted connections (HTTPS) across the Website;
• Confidentiality obligations for all staff and service providers;
• Secure storage of paper records at our physical treatment centres; and
• Procedures for detecting, managing and reporting data breaches, including notifying the relevant authorities and affected individuals where required by law.

No system is completely secure. If you believe your information has been compromised, please contact us immediately.

Subject to the conditions and exceptions set out in UAE law, you have the right to:

• Access the personal information we hold about you and receive a copy of your medical records;
• Correct inaccurate or incomplete information;
• Request deletion of your information, except where we are legally required to keep it (medical records must be retained for the period set out in Section 10);
• Restrict or object to certain processing, including direct marketing;
• Withdraw consent at any time, where we rely on consent, without affecting processing already carried out;
• Data portability, to receive certain information in a structured, machine-readable format; and
• Lodge a complaint with the competent authority (see Section 16).

To exercise any of these rights, contact us at info@kottakkalayurveda.ae or visit any of our centres. We may ask you to verify your identity before acting on your request. We aim to respond within 30 days. If your request is complex or we receive several requests from you, we may need longer, and we will tell you why and when you can expect a response.

We provide care to children, including paediatric Ayurvedic and physiotherapy services. We collect a child's personal and health information only from, or with the consent of, a parent or legal guardian, except where the law permits otherwise.

The Website is not intended for use by children under 18. If you believe a child has submitted information through the Website without parental consent, please contact us and we will delete it.

Where you provide information on behalf of another adult, such as an elderly parent, you confirm that you have their permission or are legally authorised to act for them.

When we provide care at your home, such as postnatal care, our practitioners will collect your address, access instructions and relevant health information. This information is handled in the same way as information collected at our centres, and our staff are bound by the same confidentiality obligations.

We may update this Privacy Policy from time to time. The latest version will always be available on this page with its effective date. Where changes are significant, we will notify you by email, SMS or a notice on the Website.

If you have any questions about this policy or how we handle your information, please contact:

This Privacy Policy is governed by the federal laws of the United Arab Emirates. Health regulations of the emirate in which you receive care also apply (MOHAP for our Ajman and Sharjah centres, DHA for our Dubai centres). Any dispute arising from this policy will be subject to the jurisdiction of the courts of the Emirate of Ajman, where our head office is located.

It is published in English. If it is translated into any other language, the English version will prevail.