Privacy Policy

Chisel Health is a private clinic for aesthetic and bariatric medicine, based at 1st Floor, 77 Fairways Commercial, Defence Raya Golf Resort, Sector M, Lahore 54792. This policy explains what personal and medical information we hold about you, why we hold it, who can see it, and what you can ask us to do with it. It covers this website, our online booking, the patient record lookup, and the appointment messages we send you by email and WhatsApp.

We are the controller of your information. If you have a question about anything here, the contact details are in section 14.

We collect what we need to treat you safely, bill you correctly, and keep you informed about your appointment. Nothing here is collected for advertising.

We do not store your card details. We do not collect your information for advertising profiles, and we do not sell it to anyone.

Before-and-after photographs are part of your medical record. They are visible only to the clinical and reception staff involved in your care, on the same terms as the rest of your record.

We will not publish your photographs, use them in marketing, or show them to anyone outside your care without asking you separately and in writing first. Consenting to treatment is not consent to publication, and you can decline or withdraw that permission at any time without it affecting your care.

• To provide your care — assessing suitability, performing treatment safely, and following up afterwards.
• To confirm your identity when you book or look up your own records.
• To manage your appointment: confirming it, reminding you, rescheduling it, or telling you a waitlisted slot has opened.
• To invoice you and record payment.
• To contact you if there is a problem, for example if a bank transfer could not be verified.
• To keep the accurate clinical and financial records we are required to keep.
• To keep the service secure — verifying phone numbers, limiting abuse, and recording who accessed a record.

We rely on your consent for optional messages, on the performance of our agreement with you for care and billing, on our legitimate interest in running the clinic securely, and on legal obligation where the law requires us to retain records.

We contact you by email and by WhatsApp. WhatsApp messages are delivered through the WhatsApp Business Platform, operated by Meta, which means Meta processes your phone number and the content of that message in order to deliver it.

The messages we send are limited to your care and your appointment: a verification code, a booking confirmation, a reminder the day before, notice of a reschedule or cancellation, notice that a payment could not be verified, notice that a waitlisted slot is free, and a check-in after your treatment.

We do not send marketing or promotional messages on these channels. You can ask us to stop sending appointment messages, or to use only one channel, by replying to any message or contacting us directly — though we may still need to reach you about a specific appointment or a clinical matter.

Access is granted by role, and each role sees only what it needs:

• Reception staff see your contact details, appointment, invoice and payment status.
• Clinical assistants see and record your vitals, your history and your treatment photographs, for patients at their own branch and department only.
• Doctors see the full clinical record for the patients they are treating.
• Managers and administrators see operational and financial information for the branches they are responsible for.

Staff access is logged. We do not share your information with anyone outside the clinic except the service providers in section 7, another clinician where you ask us to refer you, or where we are legally required to disclose it.

We use a small number of providers to run the service. They process your information on our instructions only:

• A managed database provider, which hosts your record.
• A cloud storage provider, which stores uploaded images and documents such as clinical photographs and payment receipts.
• Meta, which delivers our WhatsApp messages.
• An email delivery provider, which sends our email.
• A rate-limiting service, which sees request metadata only and no record content.

Some of these providers operate servers outside Pakistan, so your information may be processed abroad. We choose providers that commit to protecting it to a standard consistent with this policy.

We keep your medical record for as long as we are required to as a healthcare provider, and for as long as it remains clinically useful for your continuing care. Financial records are kept for the period required by tax and accounting rules.

Verification codes are short-lived and expire within minutes. Internal staff notifications are cleared automatically after a short period. Where you ask us to delete information that we are not required to keep, we will delete it — see section 11.

• Access requires a staff account, and each account is limited to a defined role and branch.
• Staff passwords are stored only as a one-way hash, never in a readable form.
• Your CNIC is stored with a one-way hash so records can be matched without exposing the number.
• Looking up your own records requires a code sent to your phone, so knowing your number alone is not enough.
• Views and changes to a patient record are written to an audit log.
• Traffic to the site is encrypted in transit.

No system is completely secure, and we will not claim otherwise. If a breach ever affects your information, we will tell you and the relevant authority as required.

• Ask for a copy of the information we hold about you.
• Ask us to correct anything inaccurate — you can update much of it yourself in the patient portal.
• Ask us to delete information we are not legally required to keep (section 11).
• Ask us to stop sending appointment messages, or to use only one channel.
• Withdraw permission to use your photographs, at any time.
• Object to a particular use of your information, or ask us to restrict it.

Write to us using the details in section 14 and we will respond within 30 days. We may need to verify your identity first, so that nobody else can make a request in your name. If you are in the United Kingdom or the European Union you may also have the right to complain to your local data protection authority.

You can ask us to delete your information at any time. There is no charge, and asking will not affect the care you receive.

Some information cannot be deleted on request. As a healthcare provider we are required to retain medical records for a minimum period, and financial records for tax purposes. Where that applies, we restrict the retained record so it is no longer used for anything beyond meeting that obligation, and delete it when the period ends.

Deleting your record with us does not delete the WhatsApp messages already delivered to your phone. You can delete those in WhatsApp yourself.

Where we treat a patient under 18, a parent or guardian must consent and we record their details alongside the patient. A guardian may exercise the rights in section 10 on the patient’s behalf. We do not knowingly collect information from a child through this website outside of that process.

If we change how we handle your information, we will update this page and the date below. Where a change materially affects you, we will tell you directly rather than relying on you noticing it here.

For any question about this policy, to exercise a right in section 10, or to request deletion under section 11, write to contact@chiselhealth.com or call +92 300 1204214. You can also write to us at 1st Floor, 77 Fairways Commercial, Defence Raya Golf Resort, Sector M, Lahore 54792.

If you have an urgent medical concern, do not use these channels — contact emergency services or attend the nearest emergency department.