Privacy Policy

Last updated: March 2025

Introduction

At KeyHealth, we are committed to protecting the privacy and confidentiality of every individual who entrusts us with their personal and medical information. As a leading medical delivery service provider in Kenya — offering Emergency Medical Transport, Hospital Transfer Services, and Pharmacy Delivery — we understand that the information you share with us is sensitive and deserves the highest level of care. This Privacy Policy outlines how KeyHealth collects, uses, stores, and protects your information when you access our services, visit our website, or interact with our team. By using our services, you agree to the practices described in this policy. We encourage you to read it carefully and contact us if you have any questions.

Information We Collect

To provide safe, efficient, and personalized medical delivery services, KeyHealth collects the following categories of information: Personal Identification Information, including your full name, national identification number, date of birth, gender, and contact details such as phone number and email address. Medical and Health Information, including details relevant to your condition, prescribed medications, hospital records, and any special medical requirements necessary for Emergency Medical Transport, Hospital Transfers, or Pharmacy Delivery. Location Information, including your pick-up address, delivery address, and real-time GPS location data shared during active transport or delivery requests. Payment Information, including billing details, mobile money account references (such as M-Pesa), and transaction records necessary to process and confirm service payments. Emergency Contact Information, including the names and contact details of individuals designated to be reached on your behalf in urgent situations. Device and Usage Data, including information about the device you use to access our platform, browser type, IP address, and service interaction logs, collected to improve our digital experience.

How We Use Your Information

KeyHealth uses the information we collect solely to deliver, improve, and personalize our medical services in a manner that prioritizes your health and safety. Specifically, we use your information to: Coordinate and dispatch Emergency Medical Transport and Hospital Transfer services promptly and accurately. Fulfill Pharmacy Delivery orders by verifying prescriptions, confirming delivery addresses, and ensuring medications reach the correct recipient safely. Communicate with you regarding service confirmations, updates, delivery tracking, and any changes to your scheduled medical transport or delivery. Process payments securely and maintain accurate billing records for all services rendered. Comply with applicable Kenyan laws and healthcare regulations, including requirements related to patient data management and medical service documentation. Improve our services and operational efficiency by analyzing aggregated, anonymized usage data and service performance metrics. Send you relevant service-related communications, health reminders, or promotional information about KeyHealth services, where you have provided your consent to receive such communications.

Information Sharing

KeyHealth treats your personal and medical information with the utmost discretion. We do not sell, rent, or trade your information to third parties. We may share your information only in the following strictly defined circumstances: With Healthcare Partners: We may share relevant medical information with hospitals, clinics, pharmacies, and healthcare professionals directly involved in your care and service delivery, to ensure continuity and accuracy of medical support. With Service Providers: We engage trusted third-party vendors who assist us in operating our platform, processing payments, and managing logistics. These partners are contractually obligated to protect your data and use it only for the specific purpose for which it was shared. With Emergency Contacts: In a medical emergency where your safety is at immediate risk, we may contact your designated emergency contacts or share necessary information with first responders and emergency services. With Regulatory Authorities: We may disclose your information when required to do so by Kenyan law, a court order, or a legitimate regulatory body overseeing healthcare and data protection compliance. In all cases, we share only the minimum amount of information necessary and ensure that appropriate safeguards are in place.

Data Security

KeyHealth employs robust technical, administrative, and physical safeguards to protect your personal and medical information against unauthorized access, loss, misuse, or disclosure. Our security measures include: Encryption of sensitive data both in transit and at rest, using industry-standard protocols. Secure, access-controlled systems that restrict data access to authorized KeyHealth personnel only, on a strict need-to-know basis. Regular security audits and vulnerability assessments of our digital infrastructure and operational systems. Staff training programs that emphasize the importance of data confidentiality and responsible handling of patient information. Secure disposal procedures for physical and digital records when they are no longer required. While we are committed to maintaining the highest standards of data security, no system can be guaranteed to be completely impenetrable. In the unlikely event of a data breach that affects your information, KeyHealth will notify you promptly and take all necessary steps to mitigate any impact, in accordance with the Kenya Data Protection Act, 2019.

Your Rights

As a valued KeyHealth client and as a data subject under the Kenya Data Protection Act, 2019, you have the following rights with respect to your personal information: The right to access the personal and medical information we hold about you at any time upon request. The right to correct or update any inaccurate or incomplete information in our records. The right to request the deletion of your personal data, subject to any legal or regulatory obligations that require us to retain certain records. The right to withdraw consent for specific uses of your data, including marketing communications, without affecting the lawfulness of prior processing. The right to restrict or object to the processing of your data in certain circumstances, particularly where such processing is not necessary for the direct delivery of your requested medical services. The right to data portability, allowing you to request a copy of your data in a structured, machine-readable format. To exercise any of these rights, please contact our Data Protection team using the contact details provided below. We will respond to all requests within 30 days.

Contact Us

If you have any questions, concerns, or requests regarding this Privacy Policy or the way KeyHealth handles your personal and medical information, we warmly encourage you to reach out to us. Our dedicated team is here to assist you with transparency and care. KeyHealth Data Protection Team. Address: Westlands Commercial Centre, 4th Floor, Waiyaki Way, Westlands, Nairobi, Kenya. Email: contact@keyhealth.com. We are committed to addressing your concerns promptly and ensuring that your experience with KeyHealth remains safe, confidential, and built on trust. This Privacy Policy is reviewed periodically and may be updated to reflect changes in our services, operational practices, or applicable Kenyan regulations. Any significant updates will be communicated to you directly and reflected in the Last Updated date at the top of this document.