Privacy Policy (Introduction)
This Privacy Policy explains how Zeluxe Clinic collects, uses, stores, protects, and shares your personal information, including information relating to your health and medical care. By using our Website, contacting the clinic, submitting an online form, or receiving our services, you acknowledge the practices described in this Privacy Policy.
Why and When Is Your Consent Necessary?
When you register as a patient or provide personal information to Zeluxe Clinic, you consent to our clinicians and authorized staff accessing and using that information for your care and related administrative purposes. Only team members who reasonably require your information will be permitted to access it. Where information is required for another purpose, we will seek additional consent unless its use or disclosure is permitted or required by applicable law.
Why Do We Collect, Use, Hold and Share Your Personal Information?
Zeluxe Clinic collects personal information to provide safe and appropriate healthcare services. Our primary purpose is to manage appointments, assess your health needs, maintain medical records, communicate with you, and support your ongoing care.
We may also use information for related activities, including:
- Processing appointments and payments
- Communicating with patients and healthcare providers
- Maintaining clinical and administrative records
- Improving our services and staff training
- Meeting legal, regulatory, and professional obligations
- Managing complaints, enquiries, and security matters
What Personal Information Do We Collect?
The personal information collected by Zeluxe Clinic may include:
- Your name, date of birth, address, and contact details
- Identification and demographic information
- Medical history, symptoms, diagnoses, medications, allergies, and treatment information
- Family, social, and lifestyle information relevant to your care
- Referral letters, reports, prescriptions, and test results
- Appointment, payment, and billing information
- Emergency contact or guardian details
- Messages, emails, forms, and other communications sent to the clinic
We only aim to collect information reasonably required to provide our services.
Dealing With Us Anonymously
You may make a general enquiry without providing complete identification. However, Zeluxe Clinic may require accurate identifying information before arranging an appointment, providing medical services, issuing documents, or maintaining a patient record.
Anonymous or incomplete information may limit our ability to provide suitable services.
How Do We Collect Your Personal Information?
Zeluxe Clinic may collect your personal information in several ways:
- When you contact us or request your first appointment
- When you complete a registration, consent, contact, or assessment form
- When you visit our Website, send an email or message, or telephone the clinic
- During consultations and communication with our clinicians or staff
- Through payment and appointment systems used by the clinic
- From another source where direct collection is not practical or appropriate
Information received from other sources may include information provided by:
- A parent, guardian, carer, or authorized representative
- Referring doctors and other healthcare professionals
- Hospitals, laboratories, pharmacies, or diagnostic providers
- Payment, insurance, or authorized service providers
- A government authority where permitted or required by law
Website and Cookies
Our Website may collect limited technical information, including your IP address, browser type, device details, pages visited, and the date and time of access.
Cookies or similar technologies may be used to support Website functionality, security, performance, and visitor statistics. You may disable cookies through your browser settings, although some Website features may not operate correctly.
Information submitted through an online form should not be used for emergencies or urgent medical concerns.
When and With Whom Do We Share Your Personal Information?
Zeluxe Clinic may share relevant personal information with:
- Clinicians and authorized clinic staff
- Referring doctors and other healthcare providers
- Laboratories, hospitals, pharmacies, or diagnostic services
- Appointment, payment, hosting, or information-technology providers
- Professional advisers, auditors, or service providers supporting the clinic
- Government, regulatory, or law-enforcement authorities where legally required
Information may also be disclosed where reasonably necessary to protect the life, health, or safety of a patient or another person, respond to a lawful court order, investigate suspected unlawful activity, or establish and defend a legal claim.
Only the information reasonably required for the relevant purpose will be shared. Service providers are expected to protect personal information and use it only for authorized purposes.
International Data Processing
Some Website, email, hosting, backup, analytics, or communication providers may process information using systems located outside Pakistan.
Where external providers are used, Zeluxe Clinic will take reasonable steps to select reputable services and apply appropriate security and confidentiality measures. By using online services, you acknowledge that electronic information may be processed through third-party systems.
Direct Marketing
Zeluxe Clinic will not use your health information for unrelated marketing without your consent.
If you agree to receive clinic news or service updates, you may withdraw your consent at any time by contacting us or using the unsubscribe option provided in the communication.
How Do We Store and Protect Your Personal Information?
Personal information may be stored as electronic records, paper files, medical reports, messages, photographs, or other clinical records.
Zeluxe Clinic uses reasonable administrative, physical, and technical safeguards to protect information against unauthorized access, misuse, alteration, disclosure, loss, or destruction. These measures may include password protection, restricted access, secure storage, staff confidentiality requirements, backups, and security monitoring.
No internet transmission or electronic storage method is completely secure. Therefore, absolute security cannot be guaranteed.
How Long Do We Keep Your Information?
Zeluxe Clinic retains personal and medical information for as long as reasonably required to provide services and meet professional, administrative, legal, and record-keeping obligations.
When information is no longer required, we may securely delete, destroy, or anonymize it, subject to applicable retention requirements.
How Can You Access or Correct Your Personal Information?
You may request access to the personal information held about you or ask Zeluxe Clinic to correct information that is inaccurate, incomplete, or outdated.
Requests should be made in writing and may require identity verification. Access may be limited where disclosure would affect another person’s privacy, create a serious safety concern, reveal protected material, or be restricted by applicable law.
We will aim to review and respond to valid requests within a reasonable period.
Privacy of Children and Young People
Where services are provided to a child or young person, information may be collected from the patient, parent, guardian, or authorized representative.
Access to or disclosure of a young patient’s information will be managed according to the patient’s circumstances, clinical needs, consent capacity, safety, and applicable professional or legal requirements.
Data Breaches
If Zeluxe Clinic becomes aware of unauthorized access, loss, or disclosure of personal information, we will assess the incident and take reasonable steps to contain it, reduce possible harm, and improve security.
Affected individuals or relevant authorities may be notified where appropriate or legally required.
How Can You Make a Privacy-Related Complaint?
Zeluxe Clinic takes privacy concerns seriously. If you believe your information has been handled incorrectly, please submit your concern in writing with enough detail for us to investigate.
We will acknowledge the complaint, review the relevant circumstances, and aim to provide a response within a reasonable period. If the matter cannot be resolved directly, you may contact an appropriate authority or seek independent legal advice.
Privacy Policy Updates
Zeluxe Clinic may update this Privacy Policy when its services, systems, or legal obligations change. The latest version will be published on our Website with its effective date.
Continued use of the Website or clinic services after an update will be subject to the revised Privacy Policy.
Contact Information
Zeluxe Clinic
24 Wellness Avenue, Lahore, Pakistan
Website: www.zeluxe.pk
Phone: +92 300 000 0000
Email: info@zeluxe.pk
Effective Date: 17-Sep-2026