Ambulex Solutions ("we," "our," or "us") is committed to protecting your privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our services, including our website, mobile applications, and USSD services.

1. Information We Collect

1.1 Information You Provide

• Personal Information: Name, phone number, email address, ID number, physical address
• Health Information: Medical conditions, blood type, dependents, next of kin information
• Subscription Information: Package details, payment information, policy numbers
• Emergency Information: Location data, medical history shared during emergency calls
• Photographs, Audio, and Signatures: Photos, voice notes, and digital signatures you capture through our applications — for example, images and audio attached to an incident or patient-care report, and signatures confirming patient handover. Our applications request access to your device camera and microphone for this purpose, and these captures may include location and timestamp metadata.
• Patient Care Information: When our emergency responders and paramedics complete field reports, they record patient details (name, age, contact), chief complaint, clinical observations and vital signs (such as blood pressure, pulse, oxygen saturation, respiratory rate, temperature, and level of consciousness), treatments given, and patient outcome.

1.2 Information Collected Automatically

• Device Information: Device ID, device type, operating system, app version
• Usage Information: How you interact with our services, pages visited, features used
• Location Data: GPS coordinates and network-based location. For members and callers, this is collected when emergency services are requested. For emergency responders, paramedics, dispatch riders, and field staff who use our Responder application, precise location is also collected continuously in the background — even when the app is closed or not in active use — while the responder is on shift or assigned to an emergency. This allows our dispatch system to match, route, and monitor the nearest available responder in real time. Background location collection stops when the responder goes off shift, and can be disabled at any time through the device settings.
• Log Data: IP address, browser type, access times, referring URLs

1.3 Information from Third Parties

• Payment Processors: M-Pesa transaction details, payment confirmations
• Healthcare Providers: Medical records shared during emergency responses
• Telecommunications Providers: Phone number verification, network information

2. How We Use Your Information

We use the information we collect to:

• Provide emergency medical evacuation and GBV evacuation services
• Process subscriptions and manage your account
• Verify your identity and authenticate your access to services
• Communicate with you about your subscription, services, and emergencies
• Send OTP codes for authentication via phone or USSD
• Process payments and manage billing
• Respond to emergency calls and dispatch appropriate services
• Improve our services and develop new features
• Send you important updates, newsletters, and promotional materials (with your consent)
• Comply with legal obligations and protect our rights
• Analyze usage patterns to enhance user experience

3. Information Sharing and Disclosure

We may share your information in the following circumstances:

• Service Providers: With third-party vendors who perform services on our behalf (payment processing, SMS services, cloud hosting)
• Emergency Services: With hospitals, ambulance services, and healthcare providers during emergency responses
• Legal Requirements: When required by law, court order, or government regulation
• Business Transfers: In connection with a merger, acquisition, or sale of assets
• With Your Consent: When you explicitly authorize us to share your information

We do not sell your personal information to third parties.

4. Data Security

We implement appropriate technical and organizational measures to protect your information:

• Encryption of sensitive data in transit and at rest
• Secure authentication mechanisms (OTP, Firebase Phone Auth)
• Access controls and authentication requirements
• Regular security audits and updates
• Secure payment processing through certified providers

However, no method of transmission over the internet or electronic storage is 100% secure, and we cannot guarantee absolute security.

5. Data Retention

We retain your information for as long as necessary to provide our services to you, comply with legal obligations, resolve disputes, and enforce agreements. Subscription and health information may be retained longer to ensure continuity of care and emergency response capabilities.

6. Your Rights and Choices

You have the right to:

• Access: Request a copy of your personal information
• Correction: Update or correct inaccurate information
• Deletion: Request deletion of your personal information (subject to legal requirements)
• Opt-out: Unsubscribe from promotional communications
• Data Portability: Request your data in a portable format
• Withdraw Consent: Withdraw consent for certain processing activities

To exercise these rights, contact us at privacy@ambulexsolutions.org.

7. Cookies and Tracking Technologies

Website

Our website uses cookies and similar technologies to remember your preferences, analyze website traffic and usage, and provide personalized content. You can control cookies through your browser settings.

Mobile App

Our mobile app may use device identifiers for authentication, analytics tools to understand app usage, and location services (with your permission) for emergency services.

USSD Services

USSD services use session-based tracking to maintain your session during interactions. This information is temporary and deleted after your session ends.

8. Children's Privacy

Our services are not directed to children under 18 years of age. We do not knowingly collect personal information from children. If you believe we have collected information from a child, please contact us immediately.

9. Third-Party Links and Services

Our services may contain links to third-party websites or integrate with third-party services (e.g., payment processors, hospitals). We are not responsible for the privacy practices of these third parties. We encourage you to review their privacy policies.

10. International Data Transfers

Your information may be processed and stored outside of Kenya. We ensure appropriate safeguards are in place to protect your information in accordance with this Privacy Policy.

11. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. We will notify you of changes by:

• Posting the updated policy on our website
• Sending an email notification (for significant changes)
• Displaying a notice in our mobile app

The "Last Updated" date at the top indicates when this policy was last revised.

12. Contact Us

If you have questions, concerns, or requests regarding this Privacy Policy or our data practices, please contact us:

13. Platform-Specific Information

13.1 Website Services

• Information collected through web forms and subscription pages
• Cookies and website analytics
• Contact forms and newsletter subscriptions

13.2 Mobile Application

• Firebase Phone Authentication (OTP verification)
• Device information and app usage analytics
• Location permissions for emergency services
• Push notifications (with your consent)
• Secure token storage for authentication

13.3 USSD Services

• Phone number and session information
• Subscription verification
• Service requests and responses
• Temporary session data (deleted after session ends)

13.4 Responder / Field Staff Application

Our Responder application is used by paramedics, dispatch riders, and supervisors to receive and manage emergency dispatches. In addition to the items above, it collects:

• Continuous and background location: The app collects precise device location while the app is open, and in the background — even when the app is closed or not in active use — while the responder is on shift or handling an emergency, so dispatch can assign and route the nearest responder and track progress to the scene. This stops when the responder goes off shift and can be revoked in device settings.
• Camera and microphone: Accessed only when a responder chooses to attach a photo or voice note to an incident or patient-care report.
• Patient-care reports: Clinical information recorded on scene, including patient details, vital signs, treatments, outcomes, and digital signatures for patient handover.
• Push notifications and device identifiers: Used to alert responders to incoming dispatches, including when the app is in the background.
• Biometric authentication: Fingerprint or face unlock may be used to sign in. This is handled entirely by your device and is never transmitted to or stored by us.