Privacy Policy

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1. Introduction

Welcome to KeepAlive Ambulance App, operated by KeepAlive Nigeria Services Limited. ("KeepAlive", "we", "us", or "our"). KeepAlive is a real-time emergency medical transportation and health-logistics platform designed to connect individuals who require emergency or scheduled medical transportation with available and verified ambulance service providers. Our services may include road ambulance, air ambulance, water ambulance, emergency transportation coordination, real-time ambulance tracking, hospital coordination, customer support, and related services through our mobile applications, website, USSD services, and other communication channels. This Privacy Policy explains how we collect, use, store, disclose, and protect personal information when you use our services.

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2. Information We Collect

Depending on how you use KeepAlive, we may collect full name, phone number, email address, date of birth or age where required, gender where required, residential or pickup address, emergency contact information, account login information, profile information, and identification or verification information where required for service-provider registration.

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3. Location Information

With your permission, we may collect current GPS location, pickup location, destination location, ambulance/service-provider location, location history associated with an active ambulance request, and approximate location obtained through your device or network. Location information may be used to identify the nearest available ambulance, calculate estimated arrival times, provide navigation, enable real-time tracking, and coordinate emergency transportation. Disabling location access may prevent certain KeepAlive features from functioning correctly.

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4. Health and Emergency Information

KeepAlive may collect information relating to an individual's medical or emergency situation, including description of the emergency, patient condition or symptoms, emergency category, injury information, pregnancy-related emergency information, relevant medical history voluntarily provided, hospital or healthcare facility information, and information provided by ambulance personnel or healthcare providers in connection with a service request. Health and medical information is treated as sensitive information and will only be collected and processed where necessary for the provision, coordination, safety, administration, or improvement of our services and in accordance with applicable law.

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5. Emergency Contacts

Where you choose to provide an emergency contact, we may collect the contact's name, phone number, relationship to the user, and other information necessary to contact the person during an emergency. You are responsible for ensuring that you have the appropriate authority or permission to provide another person's personal information to KeepAlive.

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6. Information Collected Automatically

When you access our website or mobile applications, certain technical information may be collected automatically, including device type, operating system, mobile application version, IP address, browser type, device identifiers, network information, log information, date and time of access, application performance information, crash reports, and diagnostic information.

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7. How We Use Your Information

KeepAlive may use personal information to receive and process ambulance requests; identify nearby available ambulances; assign an appropriate service provider; coordinate emergency transportation; provide estimated arrival times; enable real-time ambulance tracking; facilitate communication; coordinate transportation to healthcare facilities; create and manage accounts; authenticate users; verify service providers; provide customer support; send OTPs and service notifications; improve response times, routing, dispatch and user experience; detect suspicious activity and fraud; protect users and systems; and comply with applicable laws.

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8. How We Share Information

KeepAlive does not sell your personal information to third parties. We may share necessary information with assigned ambulance/service providers, hospitals and healthcare facilities, trusted technology and service providers, emergency services, law enforcement, government agencies, regulators, or other authorized parties where required or permitted by law or necessary to protect someone's life or safety.

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9. Real-Time Ambulance Tracking

During an active request, KeepAlive may display ambulance location, estimated arrival time, route information, and service-provider information. Location tracking associated with an active request is intended to support emergency coordination and transportation.

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10. USSD Services

KeepAlive may provide emergency access through USSD to support individuals who do not have smartphones or reliable internet access. USSD interactions may collect the phone number, selected service, location information provided by the user, emergency information, and information required to coordinate an ambulance.

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11. Cookies and Similar Technologies

Our website may use cookies and similar technologies to maintain website functionality, remember preferences, understand website usage, improve performance, monitor security, and analyze website traffic.

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12. Payments

Where KeepAlive provides paid services, payment information may be processed through third-party payment providers. KeepAlive may receive limited transaction information such as transaction reference, payment status, amount, date and time, and payment method or related transaction information. Where possible, sensitive payment card information should be processed directly by authorized payment service providers rather than stored by KeepAlive.

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13. Data Retention

We retain personal information only for as long as reasonably necessary to provide services, maintain accounts, maintain service and transaction records, resolve disputes, meet legal and regulatory obligations, maintain security records, prevent fraud and abuse, and fulfil legitimate business and operational purposes. When information is no longer required, we may securely delete, anonymize, or otherwise dispose of it in accordance with applicable law.

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14. Data Security

KeepAlive takes reasonable technical and organizational measures to protect personal information against unauthorized access, disclosure, loss, misuse, alteration, and destruction. Security measures may include access controls, authentication mechanisms, encryption where appropriate, secure infrastructure, monitoring, and restricted access to sensitive information. No electronic system or internet transmission can be guaranteed to be completely secure.

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15. Your Privacy Rights

Subject to applicable law, you may have rights to request access to personal information, request correction, request deletion where legally applicable, request restriction of certain processing, object to certain processing, withdraw consent where processing is based on consent, request information about processing, request a copy of certain personal information in a portable format where applicable, and lodge a complaint regarding our handling of personal information.

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16. Children's Privacy

KeepAlive services are primarily intended for individuals who can legally use our services under applicable law. We do not knowingly collect personal information from children except where such information is provided by a parent, guardian, authorized person, or where necessary to provide emergency medical transportation.

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17. Service Providers and Ambulance Operators

Ambulance operators and service providers using the KeepAlive platform may have access to information necessary to fulfil a transportation request. Service providers are expected to keep patient information confidential, use information only for legitimate service purposes, protect information against unauthorized access, follow applicable privacy and healthcare requirements, and report suspected data breaches or unauthorized disclosures.

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18. Third-Party Services

KeepAlive may integrate with third-party services such as mapping, telecommunications, payment, hosting, analytics, authentication, and notification providers. These third parties may have their own privacy policies and terms of service.

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19. International Data Transfers

Some technology or service providers used by KeepAlive may process information outside Nigeria. Where personal information is transferred outside Nigeria, KeepAlive will take reasonable steps to ensure that the transfer and processing are carried out in accordance with applicable data protection laws and appropriate safeguards.

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20. Data Breach and Security Incidents

If KeepAlive becomes aware of a personal data breach that requires notification under applicable law, we will take appropriate steps to investigate, contain, mitigate, and report the incident as required by law. Where legally required, affected individuals and relevant regulatory authorities may be notified.

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21. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes to our services, technology, applicable laws, privacy practices, or new features. When significant changes are made, we may provide appropriate notice through the KeepAlive application, website, email, or other communication channels.

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22. Contact Us

If you have questions, concerns, requests, or complaints regarding this Privacy Policy or the way KeepAlive handles personal information, you may contact us using the details below. For privacy-related requests, please provide sufficient information to allow us to identify your account, understand your request, and respond appropriately. If your request relates to personal data, we may need to verify your identity before processing the request.

KeepAlive International Ltd.

• Email: support@keepaliveambulance.com
• Phone: +234 810 353 5864
• Address: Block A3 Shop 560, HFP Complex, Abraham Adesanya, Lekki-Ajah, Lagos, Nigeria
• Website: KeepAliveambulance.com

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23. Consent and Acknowledgement

By creating an account, submitting a request, using the KeepAlive Ambulance App, accessing our website, or using our USSD services, you acknowledge that you have read and understood this Privacy Policy. Where applicable, KeepAlive will obtain the required consent or rely on another lawful basis for processing personal information as permitted by applicable law. In an emergency situation, information may be processed where necessary to protect an individual's vital interests, provide emergency transportation, coordinate healthcare, or comply with applicable legal obligations.