Live Support Privacy Policy - SehatMind

Privacy Policy

Protecting your mental health data with utmost care and security

Introduction

Welcome to SehatMind. We are committed to protecting your privacy and handling your personal information with care and respect. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our mental health platform.

Your Consent

By using SehatMind, you consent to the collection and use of your information as described in this Privacy Policy.

1. Information We Collect

1.1 Personal Information

We collect information that identifies you as an individual:

Category Examples Purpose
Identity Information Name, email, phone number, date of birth Account creation, verification
Contact Information Address, emergency contact Service delivery, safety
Health Information Mood data, test results, session notes Service provision, progress tracking
Payment Information Card details, transaction history Processing payments
Technical Information IP address, device type, browser Security, analytics

1.2 Sensitive Health Data

As a mental health platform, we collect sensitive information including:

  • Mental health assessment results
  • Mood tracking data
  • Therapy session information
  • Medical history (if shared voluntarily)
  • Psychological test responses
Special Protection

Your health data receives enhanced protection and is treated with the highest level of confidentiality. We implement additional security measures for sensitive health information.

2. How We Use Your Information

2.1 Primary Uses

We use your information to:

  • Provide and personalize our mental health services
  • Facilitate therapy sessions with professionals
  • Generate progress reports and insights
  • Process payments securely
  • Send important service notifications
  • Improve our platform and services

2.2 Legal Basis for Processing (Pakistan)

We process your information based on:

  • Your Consent: When you explicitly agree to data processing
  • Contractual Necessity: To provide services you requested
  • Legal Obligations: Compliance with Pakistani laws
  • Vital Interests: When necessary to protect life

3. Data Sharing and Disclosure

3.1 When We Share Your Data

We may share your information with:

Recipient Purpose Data Shared
Therapists Providing therapy services Health data, session information
Payment Processors Processing transactions Payment information only
IT Service Providers Platform maintenance Technical data (encrypted)
Legal Authorities Legal compliance When required by law
No Sale of Data

We NEVER sell your personal or health data to third parties for marketing or advertising purposes.

3.2 Cross-border Transfers

Your data is primarily stored and processed in Pakistan. If transferred internationally, we ensure:

  • Adequate data protection measures
  • Compliance with Pakistani data protection laws
  • Your explicit consent for such transfers

4. Data Security

Our Security Measures

We implement industry-standard security measures:

  • Encryption: AES-256 encryption for data at rest and in transit
  • Access Controls: Strict role-based access to sensitive data
  • Regular Audits: Security assessments and penetration testing
  • Secure Infrastructure: Protected servers with firewalls
  • Employee Training: Confidentiality training for all staff

4.1 Security Breach Protocol

In the unlikely event of a data breach:

  1. Immediate investigation and containment
  2. Notification to affected users within 72 hours
  3. Reporting to relevant Pakistani authorities if required
  4. Implementation of corrective measures

5. Your Rights (Pakistan)

Your Data Protection Rights

Under applicable Pakistani laws, you have the right to:

Right Description How to Exercise
Access Request copies of your data Email request to DPO
Correction Request correction of inaccurate data Update profile or contact support
Deletion Request deletion of your data Submit deletion request
Restriction Limit processing of your data Contact privacy team
Objection Object to certain processing Opt-out mechanisms
Portability Receive your data in readable format Request data export

5.1 Exercising Your Rights

To exercise your rights:

  • Email: privacy@sehatmind.com
  • Phone: +92 308 6000087
  • In-app: Settings → Privacy Settings

We respond to requests within 30 days as per Pakistani regulations.

6. Data Retention

6.1 Retention Periods

We retain your data only as long as necessary:

  • Active Accounts: Until account deletion
  • Therapy Records: 7 years (as per medical guidelines)
  • Payment Data: 5 years (tax compliance)
  • Inactive Accounts: 2 years, then anonymization

6.2 Deletion Process

Upon account deletion:

  1. Personal identifiers are removed
  2. Health data is anonymized for research (with consent)
  3. Backup data is securely erased within 90 days

7. Cookies and Tracking

7.1 Types of Cookies

We use:

  • Essential Cookies: Required for platform functionality
  • Analytics Cookies: To improve our services (anonymous)
  • Preference Cookies: To remember your settings

7.2 Cookie Management

You can control cookies through:

  • Browser settings
  • Our cookie consent banner
  • Privacy settings in your account

8. Children's Privacy

Age Restrictions

SehatMind is not intended for children under 16. We do not knowingly collect data from children. If we discover such collection, we immediately delete the information and close the account.

8.1 Parental Consent

For users aged 16-18:

  • Parental consent is required for registration
  • Parents can request account access or deletion
  • Therapy for minors requires parental involvement

9. Third-Party Links

Our platform may contain links to external websites. We are not responsible for:

  • The privacy practices of other websites
  • Content on external sites
  • Data collection by third parties

We encourage you to read the privacy policies of any website you visit.

10. Changes to Privacy Policy

We may update this Privacy Policy periodically. Significant changes will be communicated via:

  • Email notification to registered users
  • Platform announcements
  • Updated "Last Updated" date

Continued use of our services after changes constitutes acceptance of the new Privacy Policy.

11. Contact Information

Data Protection Officer

For privacy-related concerns:

  • Email: dpo@sehatmind.com
  • Phone: +92 308 6000087 (Ext. 2)
  • Hours: Monday-Friday, 9 AM - 5 PM PKT

Regulatory Authority

If you have complaints about our data handling:

Pakistan Telecommunication Authority (PTA)
Website: www.pta.gov.pk
Email: complaint@pta.gov.pk

Protecting Your Mental Health Journey

We understand the sensitivity of mental health data and commit to protecting your privacy with the highest standards of security and confidentiality.

I Understand & Continue

Last Updated: March 01, 2026

This Privacy Policy complies with Pakistani data protection principles and international best practices for healthcare data.