Privacy Policy

1. Introduction

EMZ Skin Clinic ("EMZ," "we," "us" or "our") is a skin and aesthetics clinic based in New Cairo, Egypt. This Privacy Policy explains how we collect, use, store and protect personal information when you interact with our clinic, website, social media channels, communications and services.

It applies to our patients, people who contact us or book appointments, visitors to our website at https://emzclinic.com/, and anyone who interacts with our social media or advertising.

EMZ Skin Clinic is operated by EMZCO for Projects Management and Investments S.A.E.

We may change the services and technologies we use over time. When this policy says we "may" do something, it means we do so only where it is part of how we operate at the time.

2. Information We Collect

The information we collect depends on how you interact with us. We aim to collect only what we need.

• Personal and contact details: your name, phone number, WhatsApp number and email address. Where relevant, this may also include your date of birth, gender and address.
• Appointment details: the service or doctor you are interested in, appointment dates and times, and booking status.
• Health and treatment information: information needed to provide your care, such as skin concerns, medical history, allergies, treatment records and clinical photographs.
• Payment information: invoices and payment records.
• Communications: messages, emails and calls with our team, any photos or documents you send us, and details such as when a message was sent and whether it was delivered or read.
• Website information: your IP address, browser and device type, pages you visit, and the website or advertisement that brought you to us. Some of this is collected through cookies and similar technologies.
• Marketing information: how you heard about us, which campaign or advertisement you responded to, and your marketing preferences.

3. How We Collect Information

We collect information:

• directly from you, at the clinic, by phone, by email, through our website forms, and through messaging apps and social media;
• from our doctors and clinical team during your consultations and treatment;
• automatically when you use our website, through cookies and similar technologies;
• from the platforms and service providers we use, such as messaging, advertising, analytics and booking services; and
• from someone acting on your behalf, such as a parent or guardian.

4. How We Use Your Information

We use personal information to:

• provide consultations, treatment and follow-up care;
• book, confirm and manage appointments, and send reminders;
• answer your questions and follow up on inquiries;
• communicate with you about your care and requests;
• improve our services, including how quickly and effectively we respond to you;
• send you information about our services, where permitted and in line with your preferences;
• understand how our website and advertising are performing;
• keep our clinic, patients and systems safe, and prevent fraud or misuse;
• meet our legal, regulatory and professional obligations; and
• carry out normal business administration, such as accounting and record-keeping.

We use your information only where the law allows. This may be because:

• you have given your consent;
• we need it to provide a service you have asked for;
• we have a legal obligation; or
• we have a legitimate interest in running and improving the clinic that does not override your rights.

Where the law requires your explicit consent, for example for some uses of health information or for electronic marketing, we will ask for it.

5. Health Information

As a healthcare provider, we process health and treatment information when it is needed to care for you. This includes:

• information recorded during consultations and treatment;
• follow-up care;
• appointment management;
• communication with you about your care; and
• maintaining clinical records.

Only members of our team who need this information for their work can access it.

Clinical photographs. We may take photographs to document your condition and the progress of your treatment. We will not use clinical photographs, or any image in which you can be identified, in marketing, social media or advertising without your explicit consent.

Advertising. We do not intentionally use your health or treatment information to target advertising.

A note about messaging apps. Please avoid sending sensitive medical information through WhatsApp, Instagram, Facebook, Messenger, SMS or email unless our team asks for it or it is needed to answer your question. If we need detailed medical information, we may ask you to share it during a consultation.

6. Our Website, Cookies and Analytics

Forms. When you fill in a contact, booking or inquiry form, we receive the details you enter. This may include your name, phone number, email address, preferred service and message. We use them to respond to your request. If you complete a form within a social media advertisement, that platform's own policies also apply.

Cookies and similar technologies. Our website may use cookies. These are small files stored by your browser. It may also use similar technologies, such as pixels and tags, which record actions like page views or form submissions. We may use them to:

• make the website work properly and securely;
• remember your preferences;
• understand how visitors use the website; and
• measure how our advertising performs.

Analytics. We may use analytics tools, such as Google Analytics, to understand how many people visit our website, which pages they view, and how they found us, for example through search, social media or an advertisement. We may also use tools such as Google Tag Manager to manage these technologies, and features such as embedded Google Maps or YouTube videos. Where possible, we look at this information as totals and trends rather than at individual visitors.

Because our website describes our treatments, these tools may record which treatment pages you visit. We do not intentionally use your health information or the content of your private communications with us to target advertising.

Your choices. You can block or delete cookies in your browser settings, or use the website's cookie settings where they are available. Some parts of the website may not work properly without certain cookies.

You can learn how Google uses information from websites that use its services at https://policies.google.com/technologies/partner-sites. You can also install Google's opt-out browser add-on at https://tools.google.com/dlpage/gaoptout.

7. Social Media and Digital Communications

You can contact us through several channels, including messaging apps, social media, email, SMS and phone. When you do, we receive the information you send us, together with the information the platform shares with businesses you contact.

We do not have access to your passwords, your contacts, your conversations with anyone else, or your private activity outside your interactions with EMZ. When you use our website, we may collect limited browser and device information, as described in Section 6.

7.1 WhatsApp

We may use WhatsApp Business to talk with patients and customers. When you message us on WhatsApp, we may receive:

• your messages and our replies;
• your phone number, and your WhatsApp profile name;
• the date and time of each message;
• any photos, documents or voice notes you send; and
• whether our messages were delivered and read.

We use this information to:

• answer your questions;
• help with appointments;
• keep track of conversations; and
• improve our customer service.

7.2 Instagram

When you send a Direct Message to our Instagram account, we may receive:

• your messages and our replies;
• any media you send;
• the date and time of each message;
• the account identifier Instagram assigns to your conversation with us; and
• the basic profile information Instagram shares with businesses you message, such as your name, username or profile picture.

We use this information for the same purposes as WhatsApp messages.

7.3 Facebook and Messenger

Where we offer these channels, we may receive your messages, any media you send, and the profile information the platform shares with businesses. We use this to respond to you and help with appointments.

7.4 Email, SMS and Phone

We may contact you by email or SMS. For example, we may confirm or remind you of appointments, reply to your inquiries or, where permitted, tell you about our services.

When you call us, our team may note your details and the reason for your call. We may use a cloud-based phone service, such as CallHippo, to manage calls. Our phone system may record:

• your phone number;
• the date, time and length of the call;
• whether the call was answered or missed; and
• which team member handled it.

We use this to return calls and understand call volumes.

If call recording is enabled, calls may be recorded, and recordings may be transcribed, for quality, training and dispute resolution. Where the law requires, we will tell you that a call is being recorded and ask for your consent. Only authorized team members can access recordings.

7.5 Customer-Service Analytics and EMZ Wapp Analytics

We may use internal analytics tools to understand how well we respond to inquiries and to improve our customer service.

One such tool is EMZ Wapp Analytics. It may process information from our WhatsApp Business conversations and, where enabled, our Instagram Direct Messages. It receives this information through Meta's official business messaging tools. It is used only by authorized EMZ staff. It is not an app for customers, and you do not need to install or do anything.

The tool looks only at conversations with EMZ's own accounts. The information it may use includes:

• the content of messages and replies;
• the date and time of each message;
• your phone number or platform account identifier, and your profile name;
• technical details about each message, such as its reference number, its type (for example text, photo, document or voice note) and whether it was delivered or read.

From this, we produce our own service measures. These include:

• how quickly we reply;
• whether we meet our response-time targets;
• whether questions were fully answered;
• which inquiries still need a reply;
• the general topics people ask about, including booking requests;
• message volumes; and
• how our team is performing.

Automated or AI-assisted tools may help sort conversations and prepare these reports.

EMZ Wapp Analytics:

• does not send messages to anyone;
• does not change, delete or redirect conversations;
• does not replace our team;
• does not diagnose, make medical decisions or recommend treatment; and
• does not make any other significant decisions about you.

The information it uses is not sold and is not used for advertising. You can ask us to delete it (see Section 15).

7.6 Information From Meta's Platforms

WhatsApp, Instagram, Facebook and Messenger are provided by Meta Platforms, Inc. and its affiliates ("Meta"). Meta handles your information under its own policies:

• Meta Privacy Policy: https://www.facebook.com/privacy/policy
• Instagram Privacy Policy: https://privacycenter.instagram.com/policy
• WhatsApp Privacy Policy: https://www.whatsapp.com/legal/privacy-policy

We use messages and conversation information we receive through these platforms only for:

• customer service;
• appointments;
• communication; and
• the service analytics described above.

We do not sell this information. We do not use it for advertising, including to create advertising audiences. We share it only as described in Section 10, and we handle it in line with Meta's platform terms.

8. Marketing and Advertising

We may use digital advertising and analytics to:

• promote our services;
• understand how people find us;
• measure how our campaigns perform; and
• improve our marketing.

For example, we may advertise on Facebook and Instagram, Google or Pinterest. We may use their measurement tools, such as the Meta Pixel, Google Ads conversion tracking or the Pinterest Tag, on our website. These tools can help show our advertisements to people who have visited our website, and help us see whether an advertisement led to an inquiry.

For marketing and campaign measurement, we rely on information such as website activity, campaign details, how you contacted us and your marketing preferences. This is different from your health information and your private communications with us, which we do not intentionally use to target advertising.

Our commitments.

• We do not sell personal information.
• We do not intentionally use your health information, or the content of your private communications with us, to target advertising.
• We send marketing messages by WhatsApp, SMS or email only where the law allows, and with your consent where it is required.

Your choices. You can stop marketing messages at any time by using the opt-out option in the message, replying to ask us to stop, or emailing info@emzclinic.com. You will still receive messages about your appointments.

You can also manage the advertising you see through each platform's settings, such as https://www.facebook.com/adpreferences for Meta, https://myadcenter.google.com/ for Google, and your Pinterest privacy settings.

These platforms handle information under their own privacy policies. See, for example:

• Google's Privacy Policy: https://policies.google.com/privacy
• Pinterest's Privacy Policy: https://policy.pinterest.com/en/privacy-policy

9. Service Providers and Automated Tools

We may use third-party service providers for communications, analytics, advertising, booking, customer relationship management, hosting and other operational services. These systems may hold:

• your contact details;
• appointment and inquiry history;
• communication records; and
• your marketing preferences.

Our providers process this information on our behalf and only to provide their services to us.

We may also use automated or AI-assisted tools to help sort inquiries, identify messages that need follow-up, and prepare internal reports. These tools support our team but do not replace human judgment. They are never used to diagnose conditions, make medical decisions or recommend treatment. All clinical decisions are made by our qualified healthcare professionals.

10. How We Share Information

We share personal information only when needed, with:

• members of our team and the healthcare professionals involved in your care;
• service providers who work on our behalf, as described in Section 9;
• the messaging and social media platforms you use to contact us;
• advertising and analytics platforms, which may receive website and campaign information, such as pages visited and whether an advertisement led to an inquiry, as described in Sections 6 and 8;
• our professional advisers, such as lawyers, auditors and accountants;
• public authorities, courts and regulators, where the law requires it or where it is needed to protect the rights and safety of our patients, our team or others; and
• a new owner, if our business is ever merged, sold or transferred, subject to appropriate protections.

We do not sell personal information.

When you use another company's platform directly, such as a messaging app, social network or search engine, that company's privacy policy also applies. Our website may also link to other websites that we do not control.

11. International Transfers

Some of the platforms and service providers we use, such as messaging, social media, advertising, analytics and cloud services, may process or store information outside Egypt. Where this happens, we will handle the transfer in accordance with applicable law. This includes putting appropriate safeguards in place where the law requires them. Your information will continue to be protected as described in this policy.

12. How We Protect Your Information

We use reasonable technical and organizational measures to protect personal information from unauthorized access, loss, misuse or disclosure. These include limiting access to authorized team members and working with service providers that are expected to protect the information they handle.

No system is completely secure, so we cannot guarantee absolute security. If a security incident affects your information, we will take appropriate action, including notifying you or the relevant authorities where the law requires.

13. How Long We Keep Information

We keep personal information only for as long as we need it. This includes the time needed to provide our services, run the clinic, resolve disputes, keep our systems secure, and meet legal, medical record-keeping, tax and accounting requirements.

How long we keep information depends on its type. For example, medical records may need to be kept for longer than general inquiries or analytics data.

When we no longer need information, we delete it or anonymize it so that it no longer identifies you.

14. Your Rights

Depending on applicable law, including Egypt's Personal Data Protection Law (Law No. 151 of 2020) and its Executive Regulations, you may have the right to:

• know what personal information we hold about you and receive a copy;
• ask us to correct inaccurate or incomplete information;
• ask us to delete your information (see Section 15);
• withdraw your consent at any time, where we rely on it;
• object to, or ask us to limit, certain uses of your information, including direct marketing; and
• raise a concern with us.

You may also have the right to lodge a complaint with the Egyptian Personal Data Protection Center (PDPC), subject to applicable law.

Some rights may be subject to conditions or exceptions under the law.

To make a request, email info@emzclinic.com. We may need to confirm your identity first. We will respond within the time required by law.

15. Requesting Deletion of Your Information

You can ask us to delete the personal information we hold about you. This includes information from our website, WhatsApp, Instagram, Facebook, Messenger, phone calls and other channels, and information used in our customer-service analytics, including EMZ Wapp Analytics.

How to ask

Email info@emzclinic.com with the subject line "Data Deletion Request."

To help us find your information, please include:

• your name;
• the phone or WhatsApp number you used;
• your email address, if relevant;
• your Instagram or Facebook username, if you contacted us there; and
• whether you would like all of your information deleted, or only part of it.

What happens next

To protect your privacy, we may ask you to confirm your identity. For example, we may ask you to confirm the request from the same phone number or account you used to contact us.

Once confirmed, we will delete or anonymize your information within a reasonable time and in line with applicable law. This may include:

• your messages;
• your contact details;
• your call records; and
• any analytics linked to you.

We will let you know when this has been done.

What we may need to keep

We may need to keep some information where the law requires it. This includes medical records, financial and tax records, and information needed for legal claims. If so, we will explain this in our reply. Anonymous statistics that no longer identify you may also remain.

Information held by other companies

Deleting your information from EMZ's records does not delete information held by other companies, such as Meta, WhatsApp, Instagram, Google, Pinterest or phone service providers. It also does not delete messages stored on your own device. To manage that information, please use the platform's own settings or contact the platform directly.

16. Children's Privacy

Our website and online services are not directed at children. When a minor needs our services, we expect a parent or legal guardian to arrange care and give consent, as required by law.

If you believe a minor has shared personal information with us without a parent's or guardian's involvement, please contact us and we will take appropriate steps.

17. Changes to This Policy

We may update this Privacy Policy from time to time. The date at the top of this page shows when it was last updated. If we make significant changes, we may also let you know in other ways where appropriate.

18. Contact Us

If you have any questions about this Privacy Policy or how we handle your information, or if you would like to make a request, please contact us. For privacy and data protection enquiries, please contact us at info@emzclinic.com.

EMZ Skin Clinic

Website: https://emzclinic.com/

Email: info@emzclinic.com

Phone: +20 120 133 3311