Nexaphysicians ("we", "us", "our") respects your privacy. This Policy explains what personal information and health information we collect when you use our telehealth Service, how we use it, who we share it with, and the rights you have over it.
1. Information we collect
- Account data — name, email, password, role (patient or doctor), timezone.
- Profile data — date of birth, contact details, profile photo (optional).
- Health information — symptoms, history, documents you upload, and notes the doctor records during your consultation.
- Payment data — handled by Stripe and Paystack; we never see or store your full card number.
- Technical data — IP address, device, browser, and usage logs needed to operate and secure the Service.
2. How we use your information
- To create your account and let you book and attend consultations.
- To enable the doctor you book to provide clinical care and maintain a medical record.
- To process payments and pay out doctors.
- To send you appointment reminders, receipts, and important service notices.
- To detect fraud, abuse, and keep the Service secure.
- To comply with legal and regulatory obligations.
3. Legal basis (UK / EU users)
We process personal data under the legal bases of contract (to deliver the Service you booked), legitimate interests (to operate and secure the Service), consent (for optional marketing), and legal obligation (record-keeping, tax, healthcare regulation). Special-category health data is processed on the basis of your explicit consent and to provide healthcare.
4. Sharing your information
- With your doctor — only the information needed for your consultation.
- Payment processors — Stripe and Paystack.
- Infrastructure providers — secure cloud hosting, video provider, and email delivery.
- Regulators and law enforcement — only when legally required.
We never sell your personal or health data.
4a. Patient–doctor confidentiality
Consultation summaries, diagnoses, clinical notes, and medication recommendations are strictly confidential. They are accessible only to the patient and the doctor(s) involved in that patient's care. No other patient, doctor, or platform user can access another patient's consultation details.
Nexaphysicians administrators do not have routine access to your consultation content. Administrators can only access consultation summaries, diagnoses, notes, or medication recommendations in three narrow circumstances:
- A formal dispute has been raised on a booking;
- A safeguarding concern has been flagged; or
- A binding legal request has been received.
In all other cases, administrative tools display the message: "This consultation record is confidential and protected by patient–doctor confidentiality. Access is restricted." Each access under one of the three exceptions is logged with a reason.
5. Data security
Video consultations are end-to-end encrypted in transit. Data at rest is encrypted, access is role-based, and we maintain audit logs. No system is perfectly secure — please use a strong, unique password and contact us at support@nexaphysicians.com if you suspect a breach.
6. Data retention
Medical records are retained for the period required by the doctor's regulator (typically 7–10 years). Account and billing records are retained for as long as your account is active and for a reasonable period afterwards to meet legal obligations. You may request earlier deletion subject to those obligations.
7. Your rights
- Access a copy of the personal data we hold about you.
- Correct inaccurate data.
- Request deletion (subject to legal retention rules).
- Withdraw consent for optional processing such as marketing.
- Lodge a complaint with the ICO (UK) or NDPC (Nigeria).
Exercise any of these by emailing support@nexaphysicians.com.
8. International transfers
We may transfer data between the UK, EU, US, and Nigeria. Where we do, we rely on appropriate safeguards such as Standard Contractual Clauses.
9. Cookies
We use a small number of essential cookies to keep you signed in and to remember your preferences. We do not use third-party advertising cookies.
10. Children
Nexaphysicians is not directed to children under 18. A parent or guardian may book on behalf of a minor.
11. Changes to this Policy
We will notify you of material changes by email or in-app notice. Continued use of the Service after the effective date constitutes acceptance.
12. Contact
Privacy questions? Email support@nexaphysicians.com. See also our Terms of Service.