MEDELIVA PRIVACY & pOLICY
Effective Date: August 16, 2026
Last Updated: August 16, 2026
Welcome to Medeliva. This Privacy Policy explains how Sen Labs (“Company,” “we,” “us,” or “our”) collects, uses, stores, shares, and protects your personal information when you use the Medeliva mobile applications, website, and related services (collectively, the “Platform”).
The Platform includes the Medeliva customer application, Medeliva Delivery Agent application, administrative dashboards, APIs, servers, and other services that support the Medeliva Healthcare Suite.
By downloading, accessing, or using the Medeliva Platform, you acknowledge that you have read and understood this Privacy Policy.
1. Who We Are
Medeliva is a multi-platform digital healthcare ecosystem operated by Sen Labs.
The Platform includes:
Medeliva: The customer application available on Android and iOS.
Medeliva Delivery Agent: The courier application available on Android and iOS.
Medeliva Dashboard: The web portal used by pharmacies, agencies, and authorized administrators.
Medeliva Servers and APIs: The backend systems that operate and support the Platform.
Sen Labs acts as the data controller for the personal information described in this Privacy Policy.
For privacy-related questions or requests, please contact us at support@medeliva.com.
2. Information We Collect
We collect only the information reasonably necessary to create and manage accounts, process and fulfill orders, deliver medicines, process payments, maintain platform security, provide support, and comply with applicable legal obligations.
The information we may collect includes:
| Category | What It Includes | Who It Applies To |
|---|---|---|
| Account and Profile | Name, email address, phone number, password (stored in hashed form), profile photo, gender, date of birth, bio, preferred language and currency, country, and city | Customers, couriers, pharmacy and agency staff |
| Google or Apple Sign-In | Email address and name provided by Google or Apple, and an identifier linking the account | Users who use Google or Apple sign-in |
| Verification Codes | One-time codes and PINs used to verify phone numbers or reset account access | All users |
| Addresses | Saved delivery addresses and associated map coordinates | Customers |
| Orders | Medicines ordered, quantities, prices, pharmacy, order status history, delivery fees, and discounts | Customers, pharmacies, couriers |
| Prescriptions | Photos or PDFs of prescriptions, prescribing doctor, issue and expiry dates, and pharmacy approval or rejection status | Customers |
| Location | Device location when selecting an address or tracking an order. For couriers, live location while online or completing a delivery | Customers and couriers |
| Proof of Delivery | Delivery confirmation codes (stored in hashed form), recipient signature, and time and location of hand-over | Customers, couriers |
| Messages and Support | Customer-courier chat messages relating to orders and support requests | Customers, couriers |
| Courier Onboarding | Vehicle type, registration number, identity and licence documents, expiry dates, and verification status | Couriers |
| Payments and Payouts | Stripe customer reference, payment status, amounts, bank details required for payouts, PayPal email, wallet balance, and withdrawal history | Customers, couriers, pharmacies |
| Reviews | Ratings and comments submitted about couriers or pharmacies | Customers |
| Settings | Notification preferences, live-location and online-status preferences, sound and vibration settings | All users |
| Device and Technical Information | Push notification token, app version, device type, IP address, and server request logs | All users |
We do not use advertising identifiers, and we do not sell your personal data.
3. How We Use Your Information
We use your personal information to operate the Platform, fulfill orders, maintain security, provide customer support, and comply with our legal obligations.
Where applicable data-protection law requires a legal basis for processing, our primary legal bases include:
| Purpose | Legal Basis |
|---|---|
| Create and manage your account, including Google or Apple sign-in | Contract |
| Take orders, send them to pharmacies, assign couriers, and complete deliveries | Contract |
| Allow pharmacies to review prescriptions before dispensing prescription-only medicines | Your explicit consent and the pharmacy’s legal obligation to verify prescriptions |
| Show couriers pickup and delivery locations and show customers the courier’s live position | Contract |
| Confirm delivery using a code or signature and resolve delivery disputes | Contract and legitimate interest |
| Process payments, refunds, courier and pharmacy payouts, and maintain financial records | Contract and legal obligation |
| Verify courier identities and documents before allowing them to deliver | Legitimate interest and legal obligation |
| Send order updates, chat notifications, and account-related communications | Contract |
| Send promotional communications | Consent, which you may withdraw at any time |
| Respond to customer support requests | Contract and legitimate interest |
| Prevent fraud, secure accounts, detect abuse, and fix technical issues | Legitimate interest |
We do not make decisions producing legal or similarly significant effects on you based solely on automated decision-making.
4. Who We Share Your Information With
We share personal information only when necessary to provide the Platform, fulfill your orders, maintain our systems, or comply with legal obligations.
Within an Order
Depending on the order and the user’s role:
Pharmacies may see your name, phone number, items ordered, prescription information, and delivery address.
Couriers may see your first name, phone number, delivery address and relevant location information, items to collect, and messages relating to the order.
Customers may see the courier’s name, profile photo, vehicle information, and live location during delivery.
Agencies that manage couriers may access their couriers’ profiles, documents, deliveries, and earnings.
Service Providers
We may use third-party service providers to operate specific parts of the Platform.
| Provider | Purpose |
|---|---|
| Firebase Authentication, Google Sign-In, Google Maps Platform, sign-in, address search, and geocoding | |
| Apple | Sign in with Apple and Apple Push Notification service |
| Stripe | Card payment processing |
| OpenStreetMap | Map tiles and reverse geocoding |
| SendGrid | Account and order-related emails |
| [Cloud storage provider, S3-compatible] | Storage of prescriptions, documents, photos, and signatures |
| [Hosting provider] | Hosting our servers and databases |
Our service providers process information on our behalf and are subject to contractual obligations regarding the protection of personal data.
Legal and Business Reasons
We may disclose your personal information when:
Required by law, regulation, court order, or lawful government request.
Necessary to protect someone’s safety or prevent fraud or abuse.
Necessary to enforce our Terms and Conditions or protect our legal rights.
Required as part of a merger, acquisition, restructuring, financing, or sale of all or part of our business.
If our business is transferred to another organization, this Privacy Policy will continue to apply to your personal information unless you are notified otherwise in accordance with applicable law.
5. Data Retention, Security, and International Transfers
Data Retention
We retain personal information only for as long as reasonably necessary for the purposes described in this Privacy Policy, unless a longer retention period is required by law.
| Data | Retention Period |
|---|---|
| Account and Profile Information | While your account is active. Deleted or anonymised within 30 days after account deletion, unless otherwise required by law |
| Orders, Payments, Payouts, and Invoices | 10 years, where required by applicable accounting and tax laws |
| Prescriptions | As long as required by applicable pharmacy regulations, then deleted |
| Courier Live Location | Only the latest position is stored and is overwritten as the courier’s location changes |
| Chat Messages and Support Tickets | 2 years after the order or support ticket is closed |
| Courier Documents | Until they expire or the courier leaves the Platform, plus any additional period required by law |
| Server Logs | 90 days |
Security
We use reasonable technical and organisational measures to protect your personal information against unauthorized access, alteration, disclosure, loss, or destruction.
These measures may include:
Encrypted HTTPS connections when data is transmitted.
One-way hashing for passwords and delivery confirmation codes.
Short-lived authentication and session tokens.
Role-based access controls.
Limiting staff access to information necessary for their responsibilities.
However, no system or method of transmitting information over the internet is completely secure. If we experience a data breach that requires notification under applicable law, we will notify affected users and relevant authorities as required.
International Transfers
Some of our service providers may process personal information outside your country of residence.
Where personal information is transferred internationally, we will use appropriate safeguards recognized under applicable data-protection laws, such as contractual protections or the European Commission’s Standard Contractual Clauses, where applicable.
6. Your Rights and Choices
Depending on your jurisdiction and applicable law, you may have rights regarding the personal information we hold about you.
You can delete your account directly from the Medeliva application. For other privacy requests, contact us at support@medeliva.com.
Your rights may include:
Access and Copy: Request a copy of the personal information we hold about you.
Correction: Request correction of inaccurate or incomplete information. You can edit much of your information directly through your profile.
Deletion: Request deletion of your personal information, subject to legal or regulatory retention requirements.
Restriction and Objection: Ask us to restrict or stop certain processing, including processing based on legitimate interests.
Data Portability: Request personal information you provided to us in a structured, commonly used, and machine-readable format, where applicable.
Withdraw Consent: Withdraw consent for processing where consent is the legal basis. For example, you can disable promotional communications. Withdrawal does not affect processing that occurred before consent was withdrawn.
Complain: Lodge a complaint with your applicable data-protection authority.
We generally respond to privacy requests within one month, unless a different period is permitted or required by applicable law. We may ask you to verify your identity before fulfilling certain requests.
Device Permissions
You control permissions such as location, camera, photos, and notifications through your device settings.
If location access is disabled:
Customers can still manually enter a delivery address.
Couriers may be unable to receive or complete deliveries that require location services.
Couriers may also disable live-location and online-status sharing through the application when they are not working.
7. Children, Policy Changes, and Contact
Children
The Services are intended for individuals aged 18 and over, and couriers must be adults.
We do not knowingly collect personal information from children who are below the applicable minimum age. If you believe a child has provided personal information to us, please contact us so that we can investigate and take appropriate action, including deleting the information where required.
Changes to This Privacy Policy
We may update this Privacy Policy from time to time.
When we make changes, we will:
Publish the updated Privacy Policy on the Platform.
Update the “Last Updated” date at the beginning of this document.
Provide additional notice through the application or email where required for significant changes.
Your continued use of the Medeliva Platform after an updated Privacy Policy becomes effective means that you acknowledge the updated policy, subject to applicable law.
Contact Information
If you have any questions, concerns, or legal inquiries regarding this Privacy Policy, please contact us at:
Email Support: support@medeliva.com
Company: Sen Labs
Platform: Medeliva Healthcare Suite