Privacy policy

Who we are

Igeia Health Inc. ("Igeia", "we") is a medical coordination service based in Nairobi, Kenya. We help patients and families find care at accredited hospitals and arrange the travel around it.

We are not a healthcare provider. We do not diagnose or treat anyone. The hospital you choose provides your care.

Igeia decides how your personal data is used, so we are responsible for it. For anything in this policy, write to referrals@igeia.health.

What we collect

We collect what you choose to send us, and a little technical information. Here it is, channel by channel.

• Website forms. Your name, country, WhatsApp number and email, details of the condition or request, when you hope to travel, and how you found us.
• The website assistant and WhatsApp. The messages you send, your phone number on WhatsApp, and any voice notes, photos or documents you choose to share, such as medical reports.
• Calls and email. What you tell a coordinator on the phone, and the emails and attachments you send us. A coordinator writes down what is needed to help you.
• Your browser. The site keeps three settings on your device: igeia.locale (your language), igeia.country (the country you travel from) and igeia.guide (whether you have seen the site guide). They stay on your device. We use no analytics and no advertising cookies.
• Error reports. If a page fails to load or stops working, your browser sends us an anonymous report with the type of error, the type of page and your browser family. It never includes anything you typed. We keep these reports for a few days.

Please do not send ID numbers or payment details in a chat or a form.

Your health information

Details about a condition, medical reports and scans are health information. The law treats it as sensitive, and so do we.

We use it only to find and arrange care for you, and only with your consent. You give consent when you tick the consent box on a form or in the assistant, or when you agree to it in a WhatsApp chat. The current version of our consent wording is 2026-09-06.

If you write for a family member, please make sure they agree, or that you are allowed to act for them.

You can withdraw your consent at any time. We then stop using your health information, except for what the law requires us to keep.

How we use it

We use your information to:

• reply to you and understand what you need;
• match you to accredited hospitals that treat your condition;
• share your file with the hospital you choose, so it can review your case and send a written plan and estimate;
• arrange travel and accommodation, or an air ambulance when one is needed;
• follow up with you before, during and after treatment;
• keep you safe. An urgent message goes to a person straight away.

We do not sell your data. We do not use it for advertising, and we do not share it with advertisers.

The AI assistant

On WhatsApp and on this website, an AI assistant answers first. It tells you that it is an AI. It gives general information, asks a few questions and helps us understand your case.

It does not diagnose and it does not give medical advice. A coordinator, who is a person, takes over your case. When a message is urgent, a person takes over at once.

To write its replies, the assistant sends your messages to our AI provider, Anthropic. Our AI provider processes messages to generate replies and does not use them to train its models.

The AI never makes a decision about your care. You make those decisions with a coordinator and the hospital.

Who we share it with

We share your information only when it is needed to help you.

• The partner hospital or air ambulance operator you choose. It receives your file to assess and treat you, and it is responsible for your care and its own medical records.
• Meta, through the WhatsApp Business Platform, which delivers our WhatsApp messages.
• Anthropic, which produces the AI assistant's replies.
• Google Cloud, which hosts our systems and database.
• Airtable, where our coordinators manage cases.
• Vercel, which hosts this website.
• Google Workspace, which handles our email.
• Flutterwave, which processes the payment when you pay for a consultation through a link we send. We never see your card details.
• Public authorities, only where the law requires it.

These service providers process data on our behalf, to provide their service to us. WhatsApp is run by Meta, so when you message us on WhatsApp, WhatsApp's own terms and privacy policy also apply.

Where your data is stored

Our systems are planned to store patient records in Google Cloud's Johannesburg region (africa-south1), so they stay on the African continent.

Some providers process data outside your country. For example, AI replies and WhatsApp message delivery may be processed in the United States. When your data leaves your country, we put the safeguards the law requires in place, such as a contract with each provider, and we send only what that service needs.

How long we keep it

• Enquiry and case records: while we are helping you, and for up to 2 years after our last contact with you, unless the law requires us to keep them longer.
• Chat transcripts from WhatsApp and the website assistant: up to 12 months after the last message.
• Error reports: a few days.
• Settings in your browser: until you clear them.

When that time is up, we delete the data or make it anonymous.

Your rights

Under the Kenya Data Protection Act 2019, and the data protection law of your own country, you have the right to:

• know what we hold about you and get a copy;
• correct anything that is wrong or incomplete;
• have your data deleted;
• object to how we use your data;
• withdraw your consent at any time;
• receive your data in a common format, or have us send it to someone else.

To use any of these rights, email referrals@igeia.health or message us on WhatsApp at +254 180 711 115. We may ask you to confirm who you are, so that nobody else can get your file. We reply within 30 days.

If you are not happy with our answer, you can complain to Kenya's Office of the Data Protection Commissioner (ODPC), or to the data protection authority in your country.

Delete your data

To have us delete your data, send the words DELETE MY DATA on WhatsApp to +254 180 711 115, or email referrals@igeia.health from the address or number you used with us.

We confirm within 30 days. The full steps, and what the law requires us to keep, are on our data deletion page.

How to delete your data

Security

Your data is encrypted when it travels between your device, our systems and our providers. Only the staff who work on your case can open your file, and everyone who handles patient files is bound by confidentiality.

No system is perfectly secure. If a breach puts your data at risk, we will tell you and the authorities as the law requires.

Children

When the patient is a child, a parent or legal guardian makes the enquiry, gives consent and makes any request about the child's data.

Changes to this policy

We update this policy when our services or the law change, and the date at the top of this page shows the latest version. If a change affects data you have already given us, we will tell you on WhatsApp or by email.

Last updated 14 October 2026.

Contact

Igeia Health Inc., Nairobi, Kenya.

Email referrals@igeia.health. Call or message us on WhatsApp at +254 180 711 115.