1Who this policy covers
This policy applies to everyone who uses Saneo: patients who search for a doctor and book appointments on saneo.al, practitioners and practice staff who use the workspace on app.saneo.al, and visitors from abroad who send an inquiry through the international pages. It explains what personal data we process, on what basis, for how long, and how to exercise your rights.
We process health data. Under Albania's law on the protection of personal data (Law No. 124/2024, which replaced Law No. 9887/2008 and follows the EU General Data Protection Regulation), health data is a special category that deserves stronger protection. This policy, and the service itself, are written with that in mind.
2Who is responsible
Saneo is the controller for the data it collects to run the platform: your account, your bookings as platform records, the public directory, reviews, notifications and technical logs.
The medical practice you book with is the controller for your medical record at that practice: the chart it keeps about you, the clinical notes its doctors write, and the documents you share with it. For that data Saneo acts as the practice's processor. We store it on the practice's behalf, under its instructions, and never use it for our own purposes.
- Trading name
- Saneo
- Legal entity
- Not yet published: the operating company is being registered. This line will name it, with its registered address and number, as soon as it exists.
- support@saneo.al
3What we collect
What we hold depends on how you use Saneo.
- Patients, account: the login method you chose (email address, phone number or a Google account), your name, date of birth and sex, and your notification preferences.
- Patients, bookings: the doctor, service, date and time, whether it is a first visit, the reason you typed when booking, and every status change (confirmed, rescheduled, cancelled, with any reason you gave).
- Patients, people you book for: the name, date of birth, sex and relationship of a child or relative you book an appointment for on their behalf.
- Patients, interactions with a practice: documents you upload or a practice shares with you, waiting-list requests, and the reviews you leave after a completed visit.
- Practitioners and staff: the public profile (name, photo, specialty, biography, education, languages), practice details (name, address, opening hours, services, prices, booking rules), team roles and invitations, and the clinical or office notes written in the workspace.
- Visitors from abroad: the name, contact details and the request you type into an inquiry form.
- Everyone, technical data: IP address, browser type, timestamps and the pages or API calls made, kept in server logs, plus an access log of who opened which patient record.
We do not collect payment card details: patients pay the practice directly, and Saneo is free for patients. We do not buy data about you from anyone.
4Why we use it, and on what legal basis
- To provide the service you asked for: creating your account, showing real availability, booking, rescheduling and cancelling, sending confirmations and reminders, and running the practice workspace. Basis: performance of a contract with you.
- To process the health data involved in a booking: the reason for your visit, the notes and documents a practice keeps. Basis: your explicit consent when you book and, for the practice, the provision of health care by professionals bound by medical confidentiality.
- To keep the service secure and working: authentication, abuse prevention, error diagnosis, the access log. Basis: our legitimate interest in a safe and reliable service, and the security duties the law places on us.
- To answer you when you write to us. Basis: our legitimate interest in responding, or the contract where the message concerns your account.
- To meet legal obligations, for example when a court or authority lawfully requires records, or to keep records a practice must keep by law.
We do not use your data for advertising, we do not sell it, and we make no automated decisions about you. The care assistant on saneo.al only maps the answers you give to a medical specialty; it stores nothing and decides nothing about your care.
6How long we keep it
- Your account and the data in it: for as long as your account exists. When you ask us to close it, we delete the account and pseudonymise the platform records that must survive for a practice's own obligations (next point).
- Your appointment history and the records a practice keeps about you: the practice decides, within the retention periods Albanian law sets for medical records. Saneo keeps them for the practice for that long and removes them when the practice does, or when the practice leaves Saneo and takes its records with it.
- Reviews: for as long as the review is published. You can ask us to remove one at any time.
- Server logs, the access log and message-delivery records: up to 12 months, then deleted.
- Inquiries from the international pages: 12 months after the last contact.
- Video rooms: created for each visit and deleted once it is over. We do not record calls.
7How we protect it
Every connection to Saneo is encrypted in transit. Free-text fields that could contain health information, such as the reason for a visit, cancellation reasons and clinical or office notes, are additionally encrypted by the application before they are written to the database, with a key the database provider never holds. Access inside a practice is limited by role: doctors see the patients they treat, front-desk staff see scheduling and contact data but not clinical content, and every opening of a patient record is logged. The application and its database run in data centres in Frankfurt, Germany.
8Your rights
You can ask us, at any time and free of charge:
- to access the personal data we hold about you and receive a copy;
- to correct data that is inaccurate. Most of your profile you can edit yourself from My account;
- to delete your account and data, subject to the records a practice must keep;
- to restrict or object to a particular use, including withdrawing a consent you gave, without affecting what was done before;
- to receive the data you gave us in a portable format;
- to turn WhatsApp or email notifications off from My account.
Until deletion and export can be done from My account, both are handled by email: write to us from the address on your account, or tell us the phone number on it, so we can identify you.
9Children
Saneo accounts are for adults. A parent or legal guardian books for a child through “Book for someone else”: the child's details are recorded at the practice under the guardian's account, and the guardian exercises the child's rights under this policy.
10Changes to this policy
We update this page when the service or the law changes, and change the date at the top. When a change matters to you, such as a new purpose or a new recipient, we tell you in the app or by email before it takes effect.
11Contact and complaints
Write to us about your data at the address below. We answer within 30 days.
If you believe we handle your data unlawfully, you also have the right to complain to the supervisory authority.
- Authority
- Commissioner for the Right to Information and Protection of Personal DataTiranë
- Website
- www.idp.al