Privacy Policy

Last updated: 2 July 2026

1. Who We Are

MEDIQ Nexus Sdn. Bhd. operates a medical travel and healthcare discovery platform that helps users explore healthcare providers, submit inquiries, coordinate bookings, arrange concierge support, and manage healthcare travel assistance.

2. Information We May Collect

We may collect the following information when you use our platform or contact us:

• name, email address, phone number, nationality, and contact details;
• account registration and login information;
• medical inquiry details, appointment preferences, uploaded medical reports, and related documents;
• travel-related information such as arrival date, accommodation request, airport transfer request, and concierge support request;
• payment, credit package, booking, refund, and transaction-related information;
• device information, app version, IP address, browser type, usage logs, and security logs;
• communications sent to us through email, WhatsApp, Telegram, forms, or support channels.

3. How We Use Your Information

We use personal information for purposes including:

• creating and managing user accounts;
• responding to healthcare inquiries and support requests;
• matching users with hospitals, clinics, specialists, wellness providers, or healthcare partners;
• coordinating appointments, quotations, accommodation, transport, and concierge services;
• processing payments, credit packages, refunds, and service records;
• sending service updates, booking updates, OTPs, notices, and important account messages;
• improving our website, mobile app, services, security, and user experience;
• detecting fraud, abuse, unauthorized access, and technical issues;
• complying with legal, regulatory, tax, audit, or dispute resolution requirements.

4. Medical and Health-Related Information

Some information you provide may include health-related or medical information. We use this information only to support your requested healthcare inquiry, provider matching, appointment coordination, quotation preparation, concierge support, or related service request.

Please do not upload or submit information that is not required for your inquiry or service request.

5. Sharing of Information

We may share relevant information with selected parties only when necessary to provide our services, including:

• hospitals, clinics, doctors, specialists, wellness providers, or healthcare partners;
• travel, accommodation, transportation, airport transfer, translation, or concierge partners;
• payment gateway, banking, fraud prevention, and transaction processing providers;
• IT hosting, cloud, analytics, authentication, SMS, email, and support service providers;
• professional advisers, auditors, insurers, regulators, or authorities where legally required.

We do not sell your personal information.

6. Payment and Credit Package Information

If you purchase credits, pay deposits, or make payments through the platform, payment processing may be handled by third-party payment service providers. We may store payment status, transaction reference, purchase history, invoice details, refund status, and credit balance records. We do not intentionally store full card numbers or sensitive banking authentication details on our own website or app servers.

7. App Permissions and Firebase Services

Our mobile app may use third-party services such as Firebase, Google Play services, analytics, authentication, push notification, crash reporting, or security-related tools. These services may process device identifiers, app usage events, crash logs, authentication tokens, and technical data to help operate and secure the app.

Any app permissions requested will be used only for the relevant app function, such as uploading documents, receiving notifications, accessing support features, or improving service reliability.

8. Cookies and Tracking Technologies

Our website may use cookies or similar technologies to support website functionality, remember preferences, analyze traffic, improve performance, and protect against abuse. You may disable cookies through your browser settings, but some website features may not work properly.

9. Data Retention

We keep personal information only for as long as necessary for service delivery, account management, legal compliance, accounting, audit, fraud prevention, dispute resolution, and legitimate business purposes. When information is no longer required, we will delete, anonymize, or securely restrict access to it where practical.

10. Data Security

We use reasonable administrative, technical, and organizational safeguards to protect personal information against unauthorized access, misuse, loss, alteration, or disclosure. However, no online system is completely secure, and users should also protect their own login credentials and devices.

11. International Transfers

Because MEDIQ Nexus supports international patients and healthcare partners, information may be processed or shared across countries where necessary to provide requested services. We will take reasonable steps to ensure that such sharing is limited to what is necessary for the relevant service request.

12. Your Choices and Rights

Subject to applicable requirements, you may request to:

• access your personal information;
• correct inaccurate or outdated information;
• withdraw consent for certain processing activities;
• request deletion of information where retention is no longer required;
• ask questions or make a complaint about how your information is handled.

Some information may need to be retained for legal, accounting, security, dispute, or service record purposes.

13. Children and Minors

Our services are intended for users who can lawfully provide consent or who use the platform with the involvement of a parent, guardian, or authorized representative. If we become aware that personal information has been submitted by a minor without proper consent, we may delete or restrict the information.

14. Third-Party Links

Our website or app may contain links to third-party websites, hospitals, service providers, payment gateways, messaging platforms, or partner services. We are not responsible for the privacy practices, content, or security of third-party websites or platforms.

15. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. The latest version will be posted on this page with the updated date. Continued use of our website, mobile app, or services after changes are posted means you accept the updated Privacy Policy.

16. Contact Us