Privacy Policy

Last updated: 15 June 2026

Key Health Assist (“Key Health Assist”, “we”, “us” or “our”) operates the website https://keyhealthassist.com/ and provides healthcare coordination and medical assistance services for patients in Nepal and across borders. We understand that the information you share with us is often sensitive and shared at a difficult moment. This Privacy Policy explains what personal information we collect, how we use it, who we share it with, and the choices and rights you have.

By using our website, contacting us, or using our services, you acknowledge that you have read and understood this Privacy Policy.

1. Who we are

Key Health Assist is a healthcare coordination service based at Mid Baneshwor, Kathmandu Valley, Nepal. For any privacy-related questions or requests, you can reach us at:

2. Information we collect

Depending on how you interact with us, we may collect the following categories of information:

Information you provide directly

  • Identity and contact details — name, date of birth, gender, nationality, phone number, email address, postal address and WhatsApp number.
  • Health and medical information — medical condition, symptoms, diagnosis, treatment history, medical reports, doctor referrals and any other clinical details you or your family share so that we can coordinate appropriate care.
  • Insurance information — insurer or TPA name, policy number, coverage details and documents needed for cashless coordination, pre-authorisation or reimbursement.
  • Travel and identity documents — passport details, visa information, travel itineraries and related documents for international patients and repatriation cases.
  • Payment information — billing details and records of payments for our coordination services. We do not store full card numbers; payments are processed through secure third-party providers.
  • Communications — the content of your calls, WhatsApp messages, emails and form submissions with us.

Information collected automatically

  • Website usage data such as IP address, browser type, device information, pages viewed and referring website.
  • Cookies and similar technologies, as described in our Cookie Policy.

Sensitive information. Health, medical and insurance data are treated as sensitive personal information. We only collect and use this data where it is necessary to provide the assistance you have asked for, and where permitted by applicable law and your consent.

3. How we use your information

We use your information to:

  • Assess your case and coordinate medical care, hospital admissions, specialists and beds within our partner network.
  • Arrange emergency and evacuation services, including air and ground ambulance, inter-hospital transfers and critical care coordination.
  • Support international patients with treatment coordination, visa guidance, airport assistance, accommodation and cost estimation.
  • Process insurance and TPA matters such as cashless coordination, pre-authorisation, GOP processing and reimbursement on your behalf.
  • Coordinate dead body repatriation, including documentation and international logistics.
  • Respond to your enquiries and provide ongoing support and follow-up.
  • Process payments for our services and keep proper records.
  • Improve our website, services and communications.
  • Comply with legal, regulatory and accounting obligations.

4. Legal basis for processing

Where applicable data protection law requires a legal basis, we rely on one or more of the following: your consent (particularly for health information), the performance of a service you have requested, our legitimate interests in operating and improving our services, and compliance with our legal obligations. You may withdraw your consent at any time, although this may affect our ability to coordinate your care.

5. How we share your information

Coordinating care necessarily involves sharing your information with the parties who deliver it. We share information only as needed and with the following types of recipients:

  • Partner hospitals, clinics and doctors involved in your assessment, treatment or admission.
  • Insurance companies and TPAs for pre-authorisation, cashless processing and claims.
  • Ambulance, air ambulance and transport providers for evacuations and transfers.
  • Visa, travel, airport and accommodation providers for international patient and repatriation logistics.
  • Service providers who support our operations, such as IT, hosting, communications and payment processors, under appropriate confidentiality obligations.
  • Authorities and regulators where required by law, or to protect the rights, safety or property of patients, the public or Key Health Assist.

We do not sell your personal information to third parties for their own marketing.

6. International transfers

Because we coordinate care for patients across Nepal, Bangladesh, the Middle East, Africa and the wider SAARC region, your information may be transferred to and processed in countries other than your own. Where this happens, we take reasonable steps to ensure your information remains protected and is only shared with parties who need it to deliver the service you requested.

7. Data retention

We retain your information only for as long as necessary to provide our services, maintain accurate records, resolve disputes and meet legal, insurance and accounting requirements. Medical and case records may be retained for longer periods where required for continuity of care or by law. When information is no longer needed, we take steps to delete or anonymise it securely.

8. How we protect your information

We use reasonable administrative, technical and physical safeguards to protect your information against unauthorised access, loss, misuse or disclosure. However, no method of transmission or storage is completely secure, and we cannot guarantee absolute security. Please avoid sending highly sensitive documents through unsecured channels where possible.

9. Your rights

Subject to applicable law, you may have the right to:

  • Access the personal information we hold about you.
  • Request correction of inaccurate or incomplete information.
  • Request deletion of your information, where there is no overriding legal or operational reason to retain it.
  • Object to or restrict certain processing.
  • Withdraw consent you previously gave.
  • Request a copy of your information in a portable format.

To exercise any of these rights, contact us at info@keyhealthassist.com. We may need to verify your identity before acting on your request.

10. Children’s privacy

We often coordinate care for patients of all ages, including children, at the request of their parents or guardians. Where we hold information about a minor, we process it on the basis of consent and authority provided by a parent, guardian or legally responsible adult. We do not knowingly collect information directly from children for marketing purposes.

11. Third-party links

Our website may contain links to third-party websites, including partner hospitals, social media and external resources. We are not responsible for the privacy practices or content of those sites. We encourage you to review their privacy policies.

12. Changes to this policy

We may update this Privacy Policy from time to time. The latest version will always be posted on this page with a revised “Last updated” date. Significant changes may be communicated through our website or directly where appropriate.

13. Contact us

If you have any questions, concerns or complaints about this Privacy Policy or how we handle your information, please contact us: