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Privacy Policy

Version 2.0 · In effect since September 26, 2026

At SmartDoctor® we handle your personal data, including your health data, with strict confidentiality. This policy follows Chilean Law No. 19,628 and Law No. 21,719, which amends it and takes legal effect on December 1, 2026: we apply its standards starting today. Here we explain who is responsible, what data we process and why, who we share it with, how long we keep it and how to exercise your rights.

1. Who is responsible

The data controller is Smart Doctor SpA (Chilean tax ID, RUT, 77.907.298-3), which operates under the brand SmartDoctor® ("SmartDoctor"). Its legal representative is Giancarlo Roma Chahud. Address: Miraflores 130, floor 21, Santiago, Chile (administrative office: patients are not seen there). For questions about this policy and to exercise your rights: reservas@smartdoctor.cl. SmartDoctor has not appointed a prevention officer.

2. What data we process and where it comes from

  • Identification and contact: name, phone number, email, address and district for home care.
  • Health data (sensitive data): reason for consultation, symptoms, medical history, medications, tests and medical orders (photo or PDF), diagnoses, prescriptions, medical leave certificates and follow-up.
  • Receipt and payment: receipt data. If you pay online, Webpay Plus (Transbank) processes the transaction; SmartDoctor does not store your card data.
  • Communications: messages by WhatsApp, email and the forms on this site.
  • Browsing (only if you accept analytics cookies): pages visited and clicks on contact buttons, in aggregate form.

The data comes directly from you (or your representative), from the professional who treats you and from the orders or tests you give us. We do not obtain it from publicly accessible sources. Our databases include patients, people who request quotes or care, and visitors to this site.

3. What we use it for and the legal basis

  • Scheduling and coordinating your care, contacting you and charging: necessary to provide the service you request (contractual basis).
  • Your health care (diagnosis, care and treatment, prescriptions, medical leave, follow-up): the law allows processing health data for medical diagnosis and the provision of health care (article 16 bis of Law No. 19,628, as amended), and Law No. 20,584 requires us to keep a clinical record.
  • Quoting tests from your medical order before care begins: your express consent, which you give by ticking the box on the form.
  • Issuing receipts and meeting tax and health-record obligations: legal obligation.
  • Defending our rights in the face of claims or requests from authorities.
  • Measuring how the site is used: your consent, which you give in the cookie notice.

We use your data only for these purposes. We do not use it for advertising, we do not sell it, and we do not make automated decisions or build profiles about you.

4. Who we share your data with

  • The health professional who treats you, only as needed for your care.
  • The partner laboratories that process your samples or tests, only as needed for that test.
  • Technology providers that process data on our behalf and under contract: web hosting and email (BanaHosting), video calls (Google Meet), messaging (WhatsApp) and, if you accept cookies, analytics (Google Analytics). Online payments are processed by Webpay Plus (Transbank), under its own privacy policy.
  • Authorities, when required by law.

5. Transfers to other countries

Google (Meet and Analytics) and Meta (WhatsApp) may process data outside Chile, for example in the United States. Those countries may not offer a level of protection equivalent to Chile's; in such cases we rely on the contractual and security safeguards that those providers set out in their terms.

6. How long we keep it

  • Clinical record and documents of your care: 15 years from the last entry (for minors, until the person turns 34 if that period is longer), under Law No. 20,584 and its regulation.
  • Receipts and tax documents: the period set by law (as a general rule, six years).
  • Quotes, orders and messages that do not lead to care: up to 12 months; after that we delete or anonymize them.
  • Analytics: aggregated data, with the retention configured in Google Analytics.

7. Your rights

You have the right of access, rectification, erasure, objection, portability and temporary blocking of your personal data, and to withdraw your consent at any time, without retroactive effect. To exercise them:

  1. Write to us at reservas@smartdoctor.cl with the subject "Rights over my data", stating your full name, a way to reply to you, the right you are exercising and the data or processing it concerns. We may ask you to verify your identity. You may also act through your legal representative or proxy.
  2. We acknowledge receipt and reply within 30 calendar days; this period may be extended once by up to 30 more calendar days.
  3. Rectification, erasure and objection are always free of charge; so is access, at least once per quarter.
  4. If you request temporary blocking in the meantime, we reply within 2 business days and do not process that data until the request is resolved.
  5. If we reject your request, in whole or in part, we explain the reason and you have 30 business days to file a complaint with the Personal Data Protection Agency (Agencia de Protección de Datos Personales). You may also complain to the Agency if we do not reply on time.

Portability applies to data you gave us, when the processing is automated and based on your consent. Some data, such as the clinical record, must be kept by law for the period indicated and cannot be erased earlier.

8. How we protect your data

We use an encrypted connection (HTTPS) across the site, limit access to health data to the staff involved in your care and do not store card data. If a security breach affects your data and there is a reasonable risk to your rights, we will report it to the Agency without undue delay and, for sensitive data, we will also tell you in clear language.

9. Minors

Care for children (under 14) must be requested by their mother, father, legal representative or the person responsible for their personal care, who authorizes the processing of their data. For adolescents under 16, health data requires the same authorization. We may ask for proof of representation.

10. Cookies and analytics

We use Google Analytics to understand, in aggregate, how many people visit this site and how many tap the WhatsApp, phone or email buttons. It uses cookies and does not receive your name, email or health data. It is only activated if you accept in the cookie notice; you can change your decision at any time from "Cookie settings" at the bottom of every page.

11. Automated decisions

SmartDoctor does not make automated decisions or build profiles with your data.

12. Changes and versions

We always publish the current version, with its date. Version 2.0 (September 26, 2026): adaptation to Law No. 21,719. Version 1.0 (August 2026): initial text.

13. Contact

Questions and exercise of rights: reservas@smartdoctor.cl or WhatsApp. Postal address: Miraflores 130, floor 21, Santiago, Chile.