MedeHub respects your privacy. This Privacy Policy explains how we collect, use, share, retain and protect personal information when you use our website, applications and related services.
This policy covers customers, pharmacy partners and delivery partners, including users of the MedeHub Partner app, which provides access based on the user’s selected and authorized role.
Using our services does not replace any separate consent required for sensitive information, device permissions or optional marketing.
1. Information We Collect
The information we process depends on your role, the services you use and the permissions you grant.
Account and contact information: Your name, mobile number, email address, delivery or business address, login information and details provided when contacting support.
Pharmacy and delivery-partner information: Business or pharmacy details, registration and verification documents, relevant licenses, identification information and payment or bank-account details needed for onboarding, verification and settlements.
Order and delivery information: Products ordered, pharmacy selection, pickup and delivery addresses, order status, delivery instructions, delivery confirmations, cancellations, refunds and related communications.
Prescription and health information: Prescriptions and health-related information you provide when using services that require them. We process this information for the relevant service, such as prescription review and order fulfilment.
Payment and settlement information: Transaction amounts, payment status, transaction references, refunds and partner payout details. Payment providers process payment credentials according to their own privacy policies and the payment method used.
Device and usage information: Device type, operating system, app version, IP address, interaction records and diagnostic information used to operate, secure and improve our services.
Location information: Device location, including precise GPS location where permission is granted, as explained below.
Cookies and similar technologies: Information used for website functionality, preferences and usage measurement.
2. How We Use Your Information
We use personal information to:
- Create, authenticate and manage accounts.
- Verify pharmacy and delivery partners.
- Process orders and coordinate pharmacy pickups and deliveries.
- Support prescription review by the relevant pharmacy or healthcare provider.
- Provide delivery tracking and estimated arrival updates.
- Process payments, refunds, partner earnings and settlements.
- Communicate service updates and respond to support requests.
- Maintain service reliability, troubleshoot problems and prevent fraud or unauthorized use.
- Improve our website, applications and services.
- Meet applicable legal obligations and resolve disputes.
- Send optional marketing communications where you have consented.
3. Location Information and Background Location
Customer location
Where you grant permission, location may be used to identify your service area, assist with address selection and show relevant nearby pharmacies or services.
Delivery-partner location
MedeHub Partner collects delivery-partner location to coordinate deliveries, support navigation to pickup and delivery addresses, track medicines in transit and provide estimated arrival updates.
MedeHub Partner collects location data to enable live delivery tracking and estimated arrival updates even when the app is in the background or not in use, including when the device screen is off, during an enabled delivery-tracking session.
Background tracking supports delivery-partner operations. The information collected depends on the permissions granted and whether the app’s location-tracking service is active. Granting “Allow all the time” permission allows background access; it does not itself mean that location is always collected continuously.
While the location foreground service is running, the app displays a persistent notification, such as “MedeHub Rider — Online.”
Disclosure and permission
Before requesting background-location access, we provide an in-app disclosure explaining the information collected and its purpose. Android then allows you to choose the relevant permission settings.
You can decline or withdraw location permission through your device settings. Without the required permission, live tracking and other location-dependent delivery features may not work.
Location sharing
Relevant delivery-location updates may be shared with the customer associated with the order, the pharmacy involved in fulfilment, authorized operations personnel and service providers supporting delivery tracking.
We do not sell personal location information or use it for targeted advertising.
4. App Permissions
Depending on the features you use, the app may request permissions such as:
- Location: For the location-based features described above.
- Camera or selected photos and files: For uploading prescriptions, verification documents or other information you choose to submit.
- Notifications: For order requests, delivery updates, account alerts and service communications.
We explain permissions where required. You can manage permissions through your device settings. Declining a permission may limit the associated feature.
5. How We Share Information
We share information as necessary to provide services and meet legal obligations.
Pharmacy and healthcare providers: Information needed to review prescriptions, prepare orders or provide a requested healthcare service.
Delivery partners: Pickup details, delivery address, relevant contact information and instructions needed to fulfil assigned deliveries.
Customers: Relevant order, delivery-status and tracking information.
Payment and settlement providers: Information needed to process payments, refunds and partner payouts.
Technology and operational providers: Providers supporting hosting, authentication, messaging, mapping, delivery coordination, diagnostics and customer support.
Legal and regulatory recipients: Where disclosure is required by law or necessary to respond to valid legal requests, investigate fraud or protect legal rights.
Business transfers: Information may be transferred as part of a merger, acquisition or restructuring, subject to applicable privacy obligations.
We limit access according to operational need and apply appropriate confidentiality and security requirements to service providers. We do not sell personal information.
6. Prescription and Health Information
Prescription and health-related information receive restricted access because of its sensitive nature.
We use it for the service for which it was provided and related legal obligations. We limit disclosure to parties who need it for that purpose.
Delivery partners should receive only the information necessary to complete delivery, rather than unrestricted access to customer medical records.
Please provide only the health information needed for the service you request.
7. Information Security
We use reasonable technical and organizational safeguards, including access controls, secure transmission and measures intended to prevent unauthorized access, alteration or disclosure.
No electronic system is completely secure. Please protect your login credentials and never share your password or login OTP with another person.
8. Data Retention
We retain personal information for as long as reasonably necessary for the purpose for which it was collected.
Retention depends on the type of information and may include the period needed to:
- Maintain your account and provide requested services.
- Complete orders, payments, refunds and settlements.
- Handle complaints, delivery disputes or fraud investigations.
- Maintain records required by applicable law.
Identifiable location records are retained only for delivery operations and related support, dispute, security or legal requirements. They are deleted or anonymized when those purposes no longer require identifiable records.
Some records may remain in protected backups until the applicable backup cycle expires.
9. Your Choices and Rights
Subject to applicable law, you may request:
- Access to your personal information.
- Correction of inaccurate or incomplete information.
- Deletion of your account or personal information.
- Withdrawal of consent for consent-based processing.
- A copy of your information where applicable.
- An end to optional marketing communications.
You can also manage device permissions in your device settings.
To make a request, email [email protected]. We may ask for information necessary to verify your identity. Do not send passwords or OTPs.
Withdrawing consent does not affect processing already lawfully carried out. Some services may become unavailable if information essential to providing them can no longer be processed.
10. Account and Data Deletion
To request deletion of your MedeHub account and associated personal information, email [email protected] with the subject “MedeHub Account Deletion Request.”
Include your registered mobile number and whether you use a customer, pharmacy-partner or delivery-partner account.
After verifying the request, we will delete or anonymize information that no longer needs to be retained. Certain transaction, settlement, fraud-prevention or legally required records may be retained for their applicable purpose.
Uninstalling the app does not automatically delete your account or existing records.
11. Cookies and Similar Technologies
Our website may use cookies and similar technologies to maintain sessions, remember preferences and understand website usage.
These technologies may process identifiers or usage information. You can manage cookies through your browser settings and any available website preference controls. Disabling certain cookies may affect functionality.
12. Third-Party Services
Our services may link to or interact with third-party services, including payment providers and mapping applications.
Their handling of information is governed by their own privacy policies. We encourage you to review those policies when using their services.
13. Children’s Privacy
Pharmacy-partner and delivery-partner services are intended for adults authorized to perform those roles.
Children should not independently create accounts or submit personal information. Where a parent or guardian uses our services for a child, they should provide only information necessary for the requested service.
If you believe a child has provided personal information without appropriate authorization, contact [email protected] so we can investigate and take appropriate action.
14. Changes to This Policy
We may update this policy when our services, data practices or legal obligations change. The revised policy will be published with an updated date.
Where required, we will provide additional notice or obtain consent before making a material change to how we use your information.
15. Contact Us
For privacy questions, complaints, consent withdrawal or account-deletion requests, contact:
MedeHub
Email: [email protected]
Please describe your request and include enough account information for us to identify the relevant account.