Privacy Policy

DocSquad Healthcare Sdn Bhd (202501044810), operating as MyDocSquad, provides home healthcare services in Malaysia. In this policy, “MyDocSquad”, “we”, “us”, and “our” refer to DocSquad Healthcare Sdn Bhd.

This policy covers the MyDocSquad website at docsquad.my, the MyDocSquad mobile application for iOS and Android, and information handled when you contact or book our services. It explains how we access, collect, use, disclose, retain, and protect personal data under Malaysia's Personal Data Protection Act 2010 and applicable amendments.

The website and app direct enquiries to WhatsApp, telephone, or email. When you contact us, you decide what information to provide. This may include your name, telephone number, email address, service location, preferred appointment time, the person requiring care, symptoms, medical details, and other information needed to respond to or arrange a service.

Information sent through WhatsApp, your telephone provider, or your email provider is also handled by that provider under its own privacy terms. A prepared WhatsApp message remains editable and is not sent until you choose to continue in WhatsApp.

When you use our website, including through the app's Browse tab, our systems and service providers may receive technical and usage information such as your IP address, browser and device type, operating system, approximate region, referring page, pages viewed, link and button interactions, session timing, cookie or similar identifiers, and diagnostic information.

In production, we use Google Analytics and Google Tag Manager for audience measurement and conversion reporting, and Microsoft Clarity to understand page interactions such as clicks, scrolling, and navigation. These providers may process data outside Malaysia. We do not ask these tools to record symptoms, medical records, WhatsApp message contents, or information entered into third-party services.

The Browse tab is an embedded browser. Website cookies and local website data may therefore be stored on your device in the same way as when you visit the site in a browser. You can control or remove this data through your browser or device settings, or by uninstalling the app.

No account or health-platform access

The current mobile app does not create user accounts, patient profiles, lead records, or transcript histories. It does not request or access Apple Health or Android Health Connect.

Sara service matching

Sara asks predetermined, tappable questions and does not accept names, telephone numbers, addresses, symptoms, images, documents, or other free-text health information. In the current release, Sara uses local rules to match selected option IDs to services. Generative AI processing is disabled. We will update this policy and provide any required notice before enabling materially different processing.

Optional Firebase analytics and diagnostics

Analytics, Crashlytics, and Performance Monitoring are off unless you choose “Allow analytics”. If enabled, the app sends limited usage and technical data to Google Firebase. This may include app version, platform, app or device identifiers, tab and page categories, controlled Sara question, option, and service IDs, conversion actions, performance measurements, latency categories, and sanitised crash or failure categories.

Our custom app events do not include full website URLs or query parameters, website form contents, names, telephone numbers, precise location, symptoms, medical records, WhatsApp message text, or generated copy. We do not create advertising profiles from app analytics. Declining analytics does not affect Browse, Sara, Contact, calling, or WhatsApp.

Essential app security and configuration

The app uses Firebase App Check with Apple App Attest or Google Play Integrity to verify genuine app requests, and Firebase Remote Config to retrieve bounded operational settings. These services may process app, device-integrity, network, and technical information needed for security and configuration even when optional analytics is disabled.

• Enquiries and booking — to respond, quote, schedule, and confirm services
• Care delivery — to coordinate practitioners, locations, treatment, referrals, and follow-up
• Service matching — to show relevant MyDocSquad services based on controlled choices
• Website measurement — to understand visits, navigation, and marketing conversions
• Optional app improvement — to measure feature use, reliability, performance, and crashes after consent
• Security — to protect our app, website, users, and systems against misuse
• Legal obligations — to comply with healthcare, corporate, tax, safety, and other applicable requirements

• Practitioners and care partners — assigned doctors, nurses, allied health professionals, laboratories, specialists, or service partners who need information to provide requested care
• Communications providers — including WhatsApp/Meta, telephone carriers, and email providers when you use those channels
• Website measurement providers — Google Analytics, Google Tag Manager, and Microsoft Clarity
• Mobile infrastructure providers — Google Firebase services described above and platform security services from Apple or Google
• Authorities or professional advisers — where reasonably necessary to comply with law, protect safety or rights, or establish and defend legal claims

We do not sell personal data. We do not share mobile-app analytics or medical information with data brokers or use it for personalised advertising.

Information about physical or mental health may be sensitive personal data. We use health information you voluntarily provide only to respond to your request, assess and arrange an appropriate service, deliver care, meet professional obligations, or as otherwise permitted by law. Access is limited to people and providers who need it for those purposes.

We retain enquiry, booking, communication, clinical, billing, and service records only for as long as reasonably necessary for the purposes described above and to meet applicable healthcare, professional, tax, dispute-resolution, and legal obligations. Retention periods differ by record type.

The mobile app stores the analytics-consent choice locally until you change it, clear the app's data, or uninstall the app. The app does not persist Sara answers or recommendations. Optional Firebase and website measurement data is retained according to our configured settings and the applicable provider's retention processes. WhatsApp, telephone, email, Apple, Google, and other third-party providers retain information under their own policies.

You may request deletion of personal data controlled by MyDocSquad using the contact details below. We may retain information where required for patient safety, professional recordkeeping, legal compliance, fraud prevention, dispute handling, or the establishment or defence of legal claims.

Subject to applicable law, you may ask to access or correct personal data we hold about you, withdraw consent, object to particular processing, or request deletion. We may need to verify your identity before acting on a request.

• App analytics: choose “Not now” when asked, or use Contact > Analytics settings to turn collection off later.
• Website cookies: use your browser or device controls to block or remove cookies and similar site data.
• WhatsApp, telephone, and email: use the privacy and deletion controls offered by the relevant provider, and contact us regarding copies controlled by MyDocSquad.

The app does not offer accounts, so there is no app account to delete. Choosing not to provide information may limit our ability to answer an enquiry, arrange a visit, or provide requested care.

We use reasonable administrative, technical, and organisational safeguards appropriate to the nature of the information. Internet and mobile communications cannot be guaranteed completely secure, and no system eliminates all risk.

Some service providers, including Google, Microsoft, Meta, Apple, and communications providers, may process information in countries outside Malaysia. Where required, we take reasonable steps to ensure cross-border processing has appropriate protection and is limited to the disclosed purposes.

Our services may support children, but bookings and use of the app should be managed by a parent, guardian, or responsible adult where appropriate. Please do not submit a child's information unless you are authorised to do so.

We may update this policy when our services, technology, or legal obligations change. We will post the revised policy on this page and update the date above. Material changes will receive additional notice where required.