Privacy Policy.

Heyrafiki Ltd, a company registered in Kenya and based in Nairobi, builds and operates Mental Healthcare Infrastructure: the Platform that connects People, Practitioners, Insurers and Organizations, and the services delivered across it.

Heyrafiki Ltd is the data controller for the information described here. Privacy questions reach our Team at hello@heyrafiki.space, and we answer them ourselves.

Everyone who deals with Heyrafiki: a Person seeking Care, a Practitioner working on the Platform, and the people who administer Cover or Programs at an Insurer, an Employer, a University or an NGO.

Where a Practitioner or an Organization decides for themselves why information is used, they are the controller of it and we act on their instructions as their processor. Their own notice governs those decisions, and this one governs ours.

Account and identity information: your name, contact details, sign-in credentials, and for Practitioners the licence and registration details we verify against the official records.

Clinical information, when you receive Care: what you and your Practitioner record in Sessions, clinical Notes, Screening responses and scores, Journal entries and the messages you exchange.

Money information: Sessions booked, amounts charged, the payment rail used, Claims raised against Cover and the ledger entries that settle them. Full card numbers reach our payment provider and never reach us.

Technical information: device and browser details, IP address, request times and error logs, which keep the service running and secure.

Analytics, only with your permission: which pages and features are used, and how flows perform. What you write in Sessions, Journals, messages and Screenings is never sent to analytics, and neither are your scores.

To provide what you asked for, we rely on the contract between us. To keep the service secure, prevent fraud and improve how it works, we rely on our legitimate interests, weighed against your rights.

Clinical information is special-category data. We rely on your explicit consent, and on the grounds the law provides for the delivery of health and care services by professionals bound by a duty of confidence. Where the law obliges us to keep or disclose something, we rely on that obligation.

We do not sell personal information, and we do not use it for third-party advertising.

Who you are and what you are carrying are held separately by design, not by policy alone. Identity data and clinical data live in different stores under different access rules, and access is granted by role, to the people who need it for your Care.

Your Practitioner holds your clinical Notes, exactly as they would in their own practice. Notes are drafts until that Practitioner approves them, and you receive a Session summary once they do.

Sharing is decided by consent. You choose what moves between Practitioners, and what an Insurer sees when a Claim is raised. Every access to clinical information is written to an audit trail.

An Employer, University, Insurer or NGO that funds Care never sees who used it or what was discussed. They receive aggregate reporting only, and never information that identifies a person.

The Practitioner you choose, and any Practitioner you consent to share with. An Insurer or funder, limited to what a Claim requires, when you use Cover.

Service providers who operate parts of the Platform under contract: hosting, databases, payment processing, Session video, email delivery and analytics. Each is bound by a data processing agreement and may use your information only to provide that service to us.

Authorities, where the law compels disclosure, or where disclosure is necessary to protect a person from an immediate and serious threat to life.

Some of our providers operate outside Kenya, so your information may be processed abroad. Where that happens, we use providers who commit to protection equivalent to Kenyan and European standards, under the transfer safeguards those laws require.

Clinical records are kept for the periods that apply to health records, because you and your Practitioner may both need them later. Financial records are kept for the periods tax and accounting law sets. Everything else is kept while your account is active, and then only as long as a genuine business need or the law requires. Technical logs are short-lived.

Information travels over encrypted connections and is encrypted at rest. Access is limited by role and recorded. Sensitive operations are logged, and the separation between identity and clinical data holds at the architecture level.

No online service can promise absolute security, and we will not pretend otherwise. What we can promise is that security is treated as a design constraint here, not as a feature added later.

Under the Kenya Data Protection Act 2019, and under the GDPR if you are in the European Economic Area or the UK, you can ask us to: give you a copy of what we hold, correct anything wrong, delete it, restrict or object to how we use it, or send it to another provider in a portable format.

Where we rely on your consent, you can withdraw it at any time. That does not undo anything done lawfully before you withdrew it. Some clinical and financial records must be retained even after an account closes, and we will tell you when that applies.

To exercise any of these, write to hello@heyrafiki.space. We answer within the timeframes the law sets, and we may need to confirm who you are first, to protect your information.

If you believe we have handled your information badly, you can complain to Kenya's Office of the Data Protection Commissioner, or to your local supervisory authority in the EEA or UK.

Heyrafiki is for adults. Where Care reaches someone under 18 through a school, a University or a Program, it happens with the consent the law requires from a parent or guardian, and under the safeguarding terms agreed with that institution.

When this Policy changes materially we update the date at the top of this page, tell the people it affects, and where the law requires it, ask for consent again.