Privacy Policy

Welcome to City Care Lab (“we”, “us”, “our”). We respect your privacy and are committed to protecting your personal information. This Privacy Policy describes how we collect, use, disclose, and safeguard your information when you use our services (website, mobile app, or visit our laboratory in person).

By using our services or providing us your information, you agree to the collection, use, and disclosure of your information as described in this Policy. This Policy applies to all information collected via our Services and in person at our laboratory locations, and to all individuals whose information we process (patients, clients, prospective patients).

WE MAY COLLECT THE FOLLOWING INFORMATION: 

We may collect the following general categories of information:

• Information you provide directly (via forms, app inputs, in‑lab interaction)

• Automatically collected information from use of our digital services (website / app)

• Device / usage / technical information, logs, permissions related to the app, etc.

• Communication preferences and consent records

• Optional additional information you choose to provide

We collect information in a few ways:

• Directly from you: when you register, book tests, fill forms, submit information, or interact with our staff.

• Automatically: via the website, mobile app, logs, cookies, analytics tools.

• From third parties (if applicable): for example, when referred by a hospital or doctor, or via a clinic partner.

We will process your data on the basis of:

• Your consent, when required (for example for marketing communications, or extra data).

• Performance of a contract (e.g. to provide you with lab services).

• Compliance with legal obligations.

• Our legitimate interests, so long as those interests do not unduly interfere with your rights (e.g. improving lab operations, security, preventing fraud).

WE MAY SHARE YOUR DATA:

We don’t sell, rent, lease, or trade your personal or health data to unrelated third parties for their independent marketing. Your information may be disclosed in the following circumstances:

• With laboratory staff, doctors, technicians, and medical personnel within City Care Lab who need access to perform tests, prepare reports, or provide patient care.

• With third‑party service providers / processors, such as IT service providers, cloud hosting, SMS/email gateways, analytics tools. They will act under contract and must keep your data secure.

• With regulatory, governmental or legal authorities when required by law (for health regulation, audits, investigations, or court orders).

• As part of a business transfer: in case of merger, acquisition, sale of assets, etc., subject to confidentiality and proper data protection.

• In anonymized / aggregated form for research, statistical, or reporting purposes, where you cannot be identified.

Data Retention & Deletion: 

• We retain your personal and medical information as long as required for the purposes for which it was collected, or as mandated by law/regulation.

• Once no longer needed, we securely delete or anonymize the data.

• If you request deletion (where legally permissible) and we determine it does not conflict with legal, medical, or regulatory obligations, we will delete your data or anonymize it so it can no longer be linked to you.

 Security & Protection

We maintain appropriate technical and organizational safeguards to protect your data, including (but not limited to):

• Encryption (in transit and at rest)

• Access control, role-based permissions

• Secure servers, firewalls, intrusion detection

• Regular security assessments, audits, and staff training

• Protocols for detecting, reporting, and responding to data breaches

However, no system is 100% secure. You acknowledge that transmission of information over the internet involves risks, and we cannot guarantee absolute security, but we commit to responding promptly to any breach or threat.

Your Rights & Choices:

Depending on applicable laws, you may have the following rights:

• Right of Access: You can request a copy of the personal data we hold about you.

• Right to Correction / Rectification: You can ask us to correct incomplete or inaccurate data.

• Right to Deletion / Erasure (“Right to be forgotten”): Subject to legal or medical record requirements, you can request deletion.

• Right to Restrict Processing / Object: You may object to certain processing (e.g. for marketing).

• Right to Data Portability: Where applicable, you may request your data be transferred to another provider.

• Right to Withdraw Consent: You may withdraw any consent you gave earlier, where the processing is based on consent.

• Right to Lodge Complaint: You may lodge a complaint with a supervisory authority (when applicable).

To exercise these rights, contact us via the contact details below. We may ask you to verify your identity before fulfilling a request.

Cookies & Tracking Technologies:

• We use cookies, web beacons, device identifiers, and similar technologies to collect non‑personal usage data (e.g. how you navigate, pages visited, app usage).

• Cookies help us remember your preferences, improve experience, and analyze traffic.

• You may configure your browser or device settings to refuse or delete cookies — but this may affect functionality of our platform.

Children & Minors:

• Our services are not intended for individuals under the age of [e.g. 16] without parental or guardian consent.

• If you believe we have collected data of a child without proper consent, please contact us and we will delete such data.

International / Cross‑Border Transfers:

If your data is transferred to or stored in servers located outside Pakistan (for example, cloud servers), we will ensure that adequate safeguards are in place (e.g. encryption, contractual clauses) to protect your data according to this Policy.

Changes to This Policy:

We may update this Privacy Policy from time to time (for instance, to reflect changes in law or our operations). When we do, we will post the updated version on our website/app and update the “Effective Date.” Your continued use after the changes constitutes your acceptance of the updated policy.

Contact Us:

If you have any questions, complaints, or requests regarding this Privacy Policy or your data, you may contact us at:

City Care Lab
Address: 391-A, Main Market, Model Town, Gujranwala.
Email: info@citycarelab.com
Phone: 055-3840094