Privacy Policy

1.Who we are and our role

Clinova is provided by Clinova, which you can contact at support@clinova.me.

For patient data and other data that a clinic records in Clinova, the clinic is the controller: it decides what is recorded and why. Clinova is its processor and handles that data only on the clinic’s documented instructions, as set out in the Data Processing Agreement.

For the accounts of clinic staff, the clinic’s subscription, the records of accepted agreements and the security of the Service, Clinova is the controller.

Read the Data Processing Agreement→

2.Data we handle

• Account data: name, e-mail address, phone number, role, specialty, the password (stored only as a salted hash) and the two-step sign-in setting.
• Clinic data: the clinic’s name, contact details, time zone, subscription and recorded payments.
• Patient data processed on the clinic’s behalf: identity and contact details, medical history, allergies, medication, vital signs, visits and notes, forms, documents and images, lab and radiology orders, prescriptions, appointments, invoices, and the recordings made for the AI scribe and the voice assistant.
• Acceptance records: the documents and versions accepted, the name typed as an electronic signature, the date and time, the IP address, the browser or app and the language.
• Usage and technical data: IP address, browser or device information, sign-in events, an audit log of changes (who changed what, and when), records of AI use (feature, time and cost, without the text) and error reports.
• For the Android app: a notification token, used only to deliver notifications to the user’s phone.

3.Purposes and legal bases

• To provide the Service under our contract with the clinic: sign-in, patient files, the queue, appointments, visits, billing, AI features and notifications (performance of a contract).
• To process patient data on the clinic’s instructions. The clinic is responsible for the legal basis of that processing, including for health data, for example the provision of health care or the patient’s consent.
• To keep the Service secure and prevent abuse: rate limits, blocking of malicious requests, the audit log and error reports (our legitimate interest in a secure service).
• To record and prove the acceptance of our terms (legal obligation and legitimate interest).
• To send service e-mails: account confirmation, password reset and notices about the subscription (performance of a contract).
• To keep accounting and tax records and to answer lawful requests from authorities (legal obligation).
• To answer you when you contact us (legitimate interest).

We do not sell personal data and we do not use it for advertising.

4.AI processing

The AI scribe, AI consult, AI chat, pre-visit briefs, document summaries, suggested actions and the voice assistant are available only to doctors, nurses and clinic managers who have accepted the AI use agreement. When one of them is used, Clinova sends the clinical context it needs to an AI provider: Anthropic (Claude) or Microsoft Azure OpenAI.

That context is pseudonymised. The patient is described by a reference, age and sex, together with clinical data such as history, medication, vital signs, visit notes, forms and document summaries. Names, dates of birth and contact details are not included, and Clinova removes the patient’s name, e-mail addresses and phone numbers from free-text notes before sending them. The voice assistant is the one exception: to find the patient the doctor names aloud, it shares patient names with the AI provider, but never dates of birth or contact details.

Recordings made for the AI scribe and the voice assistant are sent to OpenAI to be transcribed.

Clinova does not use patient data to train AI models. The AI providers process the data under their own terms for business customers; under those terms, data sent through their services is not used to train their models by default, and they may keep it for a limited time to detect abuse.

AI output is a draft that the professional must check. It is not a diagnosis, and changes that the AI proposes to the patient file are applied only after a user confirms them.

Read the AI use agreement→

5.Recipients and sub-processors

• Microsoft Azure hosts the application, the database and uploaded files, and Azure Communication Services sends Clinova’s e-mails.
• Anthropic, Microsoft Azure OpenAI and OpenAI provide the AI features described above.
• Google Firebase Cloud Messaging delivers notifications to the Android app.
• Providers that a clinic chooses to connect itself, such as an SMS or WhatsApp gateway or Google Calendar, receive the data needed for that connection, under their own terms.
• Professional advisers and public authorities, where the law requires it or to establish, exercise or defend legal claims.
• A successor, if our business is transferred, under the same protections.

We share data with these recipients only as needed for the purposes above, under contracts that require them to protect it.

6.International transfers

Some of these providers process data outside Lebanon and outside the European Union. When data is transferred in this way, we rely on the providers’ contractual commitments, such as standard contractual clauses where the GDPR applies, and on the safeguards described in this policy.

7.How long we keep data

• Clinic and patient data are kept for as long as the clinic’s account is open. When a clinic closes its account, its data is deleted or handed over as described on the Account deletion page, subject to any legal duty to keep medical records.
• Acceptance records are kept for as long as the account exists and afterwards for as long as needed to establish, exercise or defend legal claims.
• Error reports are deleted after 30 days. The audit log is kept with the clinic’s records. Accounting records are kept for as long as accounting and tax law requires.
• Copies in backups expire on their normal schedule.

8.How data is protected

• Encrypted connections between browsers, phones and the server
• Each clinic’s data is kept apart: every request is limited to the signed-in clinic
• Access by role: each person gets the screens and actions their role allows
• An audit log of changes to patients, visits, prescriptions, invoices and user accounts, with who made them and when
• Two-step sign-in with an authenticator app: optional for each person, and the clinic’s administrator can require it for everyone
• Fingerprint or face lock on the doctor app, with sign-in tokens kept in the phone’s secure storage
• Only doctors, nurses and managers can open the clinical AI, never the front desk or the cashier
• Rate limits on every request, and checks that block injection attempts before they reach the data

No system is perfectly secure, so we cannot guarantee absolute security. We list only what the product does today; Clinova does not hold an external security certification such as ISO 27001 or SOC 2.

9.Security incidents

If we become aware of a security incident affecting personal data, we act to contain it, inform the clinics concerned without undue delay with the information they need to meet their own obligations, and notify the authorities and the people affected where the law requires us to.

10.Cookies and local storage

Clinova uses only the cookies needed to keep you signed in. They are HTTP-only, so page scripts cannot read them. The browser’s local storage keeps preferences such as the language and the theme, dismissed hints and your basic profile, so the app opens faster.

There are no advertising cookies and no analytics cookies.

11.Your rights

Depending on the law that applies to you, you may have the right to access your data, to have it corrected or deleted, to restrict or object to its processing, to receive it in a portable format, and to withdraw a consent you gave, without affecting the processing carried out before.

Clinic staff and clinics exercise these rights by writing to support@clinova.me from the address of the account. We may ask you to confirm your identity, and we answer within 30 days.

Patients: your clinic is responsible for your medical record, so please send requests about it to the clinic. We help clinics answer them, and we forward to the clinic any request sent to us.

You may also complain to a data protection authority.

12.Children

Clinova is intended for health professionals and clinic staff, not for children. Clinics may record data about patients who are children; the clinic then handles the consent of parents or guardians as the law requires.

13.Applicable data protection law

We apply Lebanon’s Law No. 81 of 10 October 2018 on Electronic Transactions and Personal Data and, for people in the European Union, the General Data Protection Regulation (GDPR). Where a clinic is subject to other laws, it remains responsible for applying them to its patients’ data.

14.Changes to this policy

We may update this policy. We change the date at the top of this page, tell clinic administrators about important changes by e-mail or in the app, and ask users to accept the new version at sign-in when the change requires it.

15.Contact

For any question or request about your data, write to Clinova at support@clinova.me.