The short version
- We collect what we need to help you find and book care, and nothing more.
- We share your booking details only with the provider you choose, and with trusted service providers who help us run NOVA.
- We never sell your personal data.
- Health-related data is stored in the UAE.
- You can access, correct or delete your data at any time by emailing contact@novapro.health.
1. Who we are
NOVA Pro Health is operated by NOVA Pro Health Portal, a company registered in Dubai mainland, United Arab Emirates, under trade licence no. 1632847 ("NOVA", "we", "us"). We are the controller of the personal data described in this policy.
NOVA is a technology platform that helps people find and book licensed healthcare providers. We are not a healthcare provider and we do not provide medical advice, diagnosis or treatment.
2. What this policy covers
This policy explains how we handle personal data when you use our website (novapro.health), the NOVA mobile apps, NOVA AI, and any related services (together, the "Services"). It applies to patients and visitors. Healthcare providers who use NOVA are covered by their provider agreement and a separate provider privacy notice.
When you book with a provider, that provider becomes responsible for the medical records it creates about you, under its own privacy policy and UAE health regulations.
3. Information we collect
Information you give us
- Account details: name, mobile number, email address, date of birth, gender, preferred language and password.
- Booking details: the provider, service, date and time you book, and any notes you choose to add for the provider.
- Insurance details (optional): your insurer and policy or card number, if you choose to add them.
- Messages: what you send to our support team, and what you type into NOVA AI.
- Reviews: ratings and comments you leave about providers.
- Early access list: your email address, if you join our launch list.
Information collected automatically
- Device and usage data: device type, operating system, app version, IP address, pages and screens viewed, and crash logs.
- Location: your approximate location from your IP address, and your precise location only if you allow it in your device settings, so we can show providers near you. You can turn this off at any time.
Information from others
- Providers: confirmation that an appointment took place, was cancelled or was missed.
- Sign-in services: basic profile details if you choose to sign in with Apple or Google.
4. Health information
Some information may reveal something about your health, for example the type of specialist you book or what you describe to NOVA AI. We treat this as sensitive personal data. We use it only to provide the Services you ask for, we protect it with additional safeguards, and we process it with your explicit consent or where UAE law otherwise allows.
5. How we use your information
- To create and manage your account.
- To show you relevant providers, availability and prices, and to make, change and cancel bookings.
- To send booking confirmations, reminders and service messages by SMS, email, WhatsApp or push notification.
- To run NOVA AI and suggest the right type of care.
- To provide customer support and handle complaints.
- To keep NOVA safe, prevent fraud and misuse, and verify providers.
- To understand how the Services are used and improve them, using aggregated or de-identified data wherever possible.
- To send you updates about NOVA, only where you have agreed to receive them.
- To meet our legal and regulatory obligations.
6. Why we are allowed to use it
Under the UAE Personal Data Protection Law (Federal Decree-Law No. 45 of 2021) and other applicable laws, we process your data because:
- it is needed to provide the Services you request (for example, making a booking);
- you have given consent (for example, for location access, health-related data and marketing);
- we must comply with a legal obligation; or
- it is necessary for our legitimate interests in running a safe, reliable service, where those interests are not overridden by your rights.
Where we rely on consent, you can withdraw it at any time. This will not affect processing that already took place.
7. NOVA AI
NOVA AI helps you describe what you need and suggests the type of care or provider category that may fit. It does not diagnose, give medical advice or make decisions with legal or similar significant effects about you. A licensed professional always makes clinical decisions.
What you type into NOVA AI is used to give you suggestions and to improve the feature. We remove direct identifiers before using conversations to improve the Services, and we do not use them for advertising.
8. Who we share it with
- The provider you book with: your name, contact details, booking details, any notes you add, and insurance details if you provided them.
- Service providers who work for us: for example cloud hosting, messaging (SMS, email, WhatsApp), analytics, customer support and security. They may only use your data to provide services to us, under written contracts.
- Authorities: where required by UAE law, a court order, or a regulator such as the Department of Health or Ministry of Health, or to protect someone's life or safety.
- Business changes: if NOVA is involved in a merger, acquisition or sale of assets, subject to the same protections described here.
We do not sell your personal data, and we do not share it with advertisers.
9. Where we store your data
Health-related data is stored and processed within the UAE, in line with Federal Law No. 2 of 2019 on the Use of Information and Communication Technology in Health Fields and related regulations. Where any other personal data is transferred outside the UAE, for example to a service provider, we only do so where UAE law permits and with appropriate safeguards in place.
10. How long we keep it
We keep your data only as long as needed for the purposes in this policy. Account data is kept while your account is active. If you delete your account, we delete or anonymise your data within a reasonable period, except where we must keep certain records for longer to meet legal, regulatory, tax or dispute-resolution requirements.
11. How we protect it
We use encryption in transit and at rest, access controls, logging and regular security reviews. Only authorised staff who need access to do their job can see personal data. No system is completely secure, so please keep your password private and let us know straight away if you think your account has been compromised. If a breach affects your data, we will notify you and the relevant authorities as required by law.
12. Your rights
Subject to UAE law, you have the right to:
- ask for a copy of the personal data we hold about you;
- correct data that is inaccurate or incomplete;
- ask us to delete your data;
- restrict or object to certain processing;
- receive your data in a commonly used format and ask us to transfer it;
- withdraw consent at any time; and
- complain to the UAE Data Office or another competent authority.
To make a request, email contact@novapro.health. We may need to verify your identity first, and we will respond within the time required by law.
13. Children
You must be 18 or older to create an account. A parent or legal guardian may book care for a child under 18 through their own account and is responsible for the information they provide about the child.
14. Cookies and similar technologies
Our website uses essential cookies to work properly, and, with your consent where required, analytics cookies to understand how it is used. You can control cookies in your browser settings. Blocking some cookies may affect how the website works.
15. Marketing
We only send promotional messages if you have agreed to receive them. You can opt out at any time using the unsubscribe link, by replying STOP to SMS, or by emailing us. Service messages about your bookings are not marketing, and we will still send those.
16. Changes to this policy
We may update this policy from time to time. We will post the new version here with a new "last updated" date and, if the changes are significant, tell you in the app or by email before they take effect.
17. Contact us
NOVA Pro Health Portal
Business Bay, Dubai, United Arab Emirates
Email: contact@novapro.health