Privacy Policy

This Policy applies to the Klovi Health mobile app, web portals for students, clinicians (doctors and counselors), organization administrators, and platform owners, and to our supporting backend services. It does not apply to third-party sites, apps, or emergency services referenced by, but not operated by, Klovi Health.

Klovi Health acts as a data processor on behalf of each partner institution (the data controller). When a student, clinician, or admin uses Klovi through an institution’s workspace, we handle their data under the institution’s written instructions and this Policy. For platform-level operations (billing, security, aggregate analytics used to improve Klovi), we act as an independent controller of a limited data set.

• Account information. Name, work or campus email, role (student / doctor / admin / owner), institution / workspace code, and, for clinicians, professional credentials required to practice tele-medicine.
• Authentication data. Password hashes (never plaintext), session tokens, and audit metadata such as sign-in timestamps and IP addresses used for security review.
• Wellness inputs. Mood check-ins, self-reported symptoms, wellness score trends, and health tips read within the app.
• Tele-consultation data. Consult requests, in-consult chat messages, structured case sheets, vitals entered during a session, and signed clinical notes (SOAP notes, prescriptions).
• Real-time media. Audio and video streams during a live tele-consult are transmitted peer-to-peer via WebRTC and are not recorded or storedon Klovi servers unless the treating clinician explicitly opts in with the patient’s consent.
• Device and diagnostic data. Browser or app version, operating system, connection quality metrics, crash logs, and rate-limit events used to detect abuse.

• To provide, personalize, and safely operate tele-consults and wellness tools.
• To generate individual health reports for the student, and aggregate, de-identified analytics for the institution admin — never raw mood entries or individual clinical notes.
• To detect safety signals (for example, sustained elevated stress) so that students can be gently prompted to seek care.
• To maintain the security and integrity of accounts, including anomaly detection and admin audit logging.
• To comply with legal obligations, including record-retention requirements that apply to medical documentation and tele-medicine consultations.

Clinical notes, case sheets, prescriptions, and consult transcripts are visible only to the treating clinician and the patient (the student). Institution admins, platform owners, and Klovi engineers cannot read the content of individual consults through any operational tool. Access to clinical data by Klovi personnel is limited to legitimate support requests initiated by the patient or treating clinician and is logged for audit.

Institution admins see cohort-level aggregates — the number of active students, consult volume, median wait time, and mood distribution buckets. Admins never see an individual student’s mood check-ins, doctor conversations, prescriptions, or free-text answers. Where a student is flagged as an anomaly (for example, a sustained high-stress trend), only the flag and its category are shown, not the underlying entries.

• Consent for wellness check-ins, tele-consults, and any optional marketing communications.
• Contract with the institution and, for clinicians, the terms of their professional engagement.
• Legitimate interests for platform security, fraud prevention, and service improvement (using aggregated or de-identified data).
• Legal obligation for medical record retention and, where applicable, mandatory reporting duties imposed on treating clinicians.

Klovi shares personal data only in narrowly defined situations:

• With the treating clinician and the patient, as necessary to deliver the consultation.
• With the institution, in aggregated, de-identified form, so that administrators can plan wellness services.
• With trusted subprocessors (hosting, database, email, error monitoring) under contractual data-protection obligations.
• When required by law or in response to a valid legal request that we have reviewed for validity and proportionality.

We do not sell personal data. We do not use personal data to train advertising models or share it with data brokers.

Klovi applies role-based access control, encryption in transit (TLS), encryption at rest for stored PHI, bcrypt-based password hashing, short-lived session tokens, per-endpoint rate limiting, and an append-only admin audit log. Access to production systems is limited to on-call engineers under least-privilege controls, and every access to a specific patient record is logged.

Clinical records (signed notes, prescriptions, case sheets) are retained for the period required by the tele-medicine and medical-records regulations that apply to the treating clinician’s jurisdiction — typically a minimum of three years, and longer for records of minors. Non-clinical data (mood entries, telemetry) is retained only as long as needed for the purposes above, then deleted or de-identified.

• Access a copy of the personal data we hold about you.
• Correct information that is inaccurate or incomplete.
• Request deletion of data that is no longer required by law or ongoing care.
• Withdraw consent for optional processing at any time.
• Ask us to restrict processing or to receive your data in a portable format.
• Lodge a complaint with your local data-protection authority.

To exercise any right, email privacy@klovi.health from the account associated with your data. We reply within 30 days.

Klovi hosts data in secure cloud regions. When personal data crosses borders, we use recognised safeguards (for example, Standard Contractual Clauses) so that the level of protection travels with the data.

Klovi is used by students who may be under the age of 18. Where required by law, we obtain verifiable consent from a parent or guardian before providing services to a minor, and we apply additional retention safeguards to any records created during their care.

Klovi is designed for non-emergency wellness support and scheduled or on-demand tele-consultations. If you are experiencing a medical or mental-health emergency, you should contact your local emergency services directly. Klovi’s clinical policies require any clinician who suspects an emergent risk to escalate the patient to in-person or crisis-line care.

We update this Policy when our practices change. Material changes are announced in-app or by email at least 14 days before they take effect. Continued use of Klovi after the effective date confirms your acceptance of the update.

Questions about this Policy or a privacy incident? privacy@klovi.health · Klovi Health, Data Protection Office.