Privacy Policy

1. Who we are

Quemee is a Norvix product for clinic operations in Egypt, beginning in Hurghada. Quemee is the service behind the Quemee patient app, the staff workspaces used by clinics, doctors and pharmacies, and this website. This policy explains how personal data is handled in all of them.

Privacy questions may be sent to support@quemee.app or discussed by phone at +20 111 448 0937.

Where a clinic or doctor keeps your records as part of treating you, that clinic or doctor also decides how those records are used. This policy covers what Quemee itself does with data.

2. Information we collect

If you use the Quemee patient app

• Account details: your mobile number (used to sign you in with a one-time code), name, language and notification preferences, and a user ID.
• Identity details: a national ID number for residents, or a passport number and country for visitors, and optionally gender and address. The app shows these back to you only in masked form.
• Bookings and queue: the doctor, clinic, time and status of your booking requests, and your place in the clinic queue on the day.
• Location, only when you choose to set it: a saved area, an arrival point on the map, or your current position, used to estimate travel time and distance to a clinic. Quemee does not track your location in the background.
• Health-related information: your appointments and visits, messages you send to a clinic about a booking, and the medicine you ask pharmacies about, including a prescription photo if you attach one. This is sensitive information and is handled with extra care.
• Payments: the amount, status and refund history of payments, and any wallet balance. Card details are typed into the payment provider's hosted page and are never stored by Quemee.

If you are a doctor, clinic staff member or pharmacist

Professional details such as name, specialty, licence information, clinic or pharmacy membership, contact details, sign-in credentials and an audit trail of actions taken in the workspace.

Website and demo requests

Our waitlist and demo forms may collect your name, clinic or pharmacy name, work email, and phone number. Form submissions are routed to Quemee's lead-management service.

Technical data

Crash reports and performance data (through Sentry) and product-usage events (through PostHog, EU) linked to a user ID. We do not send names, phone numbers, ID numbers, health content, prescription photos or card details to these tools. The website may use Google Analytics 4 to understand page usage. We do not use advertising SDKs and we do not track you across other companies' apps or websites.

3. How we use information

• Create and secure your account and sign you in.
• Run bookings, clinic approvals, queue updates and the "move now" prompt based on your estimated travel time.
• Pass your questions about a booking to the clinic, and your medicine requests to the pharmacies you ask.
• Process payments and refunds through the payment provider.
• Send service messages about your bookings, queue, payments and requests. Marketing messages are optional, separate, and can be switched off in Profile.
• Provide support, prevent misuse, investigate errors and improve reliability.
• Meet legal and accounting obligations.

We do not use health information for advertising or to build marketing profiles, and we do not sell personal data.

4. When information is shared

• The clinic and doctor you book with see the booking, queue and, when you send them, your messages, in line with their role. Clinic reception staff do not see medical notes by default.
• Pharmacies you ask about a medicine receive your request. Your contact details are shared only after you choose a pharmacy to go to.
• The payment provider (Kashier) receives what it needs to complete a payment and refund, under its own terms.
• Service providers that help us run Quemee: hosting, messaging providers that deliver sign-in codes and notifications, map and address-search providers, error monitoring (Sentry) and product analytics (PostHog). They process data on our instructions.
• Authorities, when the law requires it.

Payment providers and clinics act under their own privacy terms for the data they receive.

5. Where data is processed

Quemee's servers and some of its providers, including error monitoring and product analytics, operate outside Egypt, including in the European Union. When personal data is processed outside Egypt we take the steps that Egyptian data-protection law requires for that transfer.

6. Keeping and deleting your data

We keep information only as long as it is needed for the service, for security, or because the law requires it. Exact periods for each kind of record are being finalized; payment, refund and audit records and some clinical records may have to be kept longer than other data.

Deleting your account

• In the app: Profile → Delete account. You review what will happen and confirm with a code sent to your phone.
• On the web: see Delete your account.

When you request deletion, your upcoming bookings are cancelled under each clinic's cancellation policy (the app shows the refund or any amount that will not be refunded before you confirm), open medicine requests are closed and you are signed out everywhere. Your personal data is erased after a grace period, currently 14 days. Signing in again during that time cancels the deletion. After erasure, your phone number can register a new account.

Some records, such as payment, refund and audit records, are kept without a link to your identity where the law requires us to keep them. Uploaded prescription photo files may remain in storage for a short time after the link to your account is removed.

7. Your rights and choices

Under Egypt's Personal Data Protection Law (Law No. 151 of 2020) you may ask to know what data we hold about you, access it, correct it, have it erased, withdraw a consent you gave, or object to certain uses. Write to support@quemee.app from the contact details on your account; we may ask you to confirm your identity first. Some requests are limited where we must keep a record by law. You may also complain to Egypt's Personal Data Protection Centre.

In the app you can also turn marketing messages and notification channels on or off in Profile, and withdraw location access in your phone settings.

8. Security

We use role-based access, so staff see only what their job needs, record sensitive actions in an audit trail, and keep sensitive information out of analytics and error-monitoring tools. No online service can guarantee absolute security. If a data incident affects you, we will notify you and the authorities as the law requires.

9. Children

The Quemee app is meant for adults. A parent or legal guardian may use their own account to book for a child. We do not knowingly create accounts for children.

10. Changes and contact

We may update this policy as Quemee's services and providers develop. The effective date above shows the latest revision, and we will tell you about significant changes in the app or by other suitable means.

Contact: support@quemee.app · +20 111 448 0937 · Hurghada, Egypt.