Privacy and Data Protection

Yes. You can choose an alias to use instead of your real name when receiving care. The care provider cannot see your mobile number, national ID, email address, or bank card details, and your information is not visible to other clients.

The care provider sees your chosen name, age, gender, marital status, education, and the medical information you entered to support your care. If you use an alias, your legal name, contact details, and payment information are not shown to the provider.

The care providers you book with can see your medical record to the extent needed to assess and treat you. This may include your mental and physical health history, medications and allergies, assessments, and reports you have added to your record.

When you move to a new care provider, you can share the history needed for continuity of care. The support team handles only the account, booking, and payment information needed to deliver the service and does not access the content of the appointment itself.

No. Content inside the appointment room is available only to the client and care provider taking part in that appointment, whether the session is by chat, audio, or video. The support team does not read the messages or listen to the session; it resolves issues using technical or administrative information.

Professional confidentiality between you and the care provider is central to the session. Tatmeen does not use what you discuss for advertising or marketing, and it does not turn appointment content into a file that administrative employees can access.

No. Tatmeen does not record audio or video sessions and does not retain a recording of the call. What may remain in your account is the text of a written session, voice messages either participant sends within the chat, attachments, and notes, diagnoses, or treatment plans the care provider enters in the medical record.

If you need a reminder of what was discussed, ask the care provider for a summary or report. Do not record the session on your own device without the provider's consent; the content is sensitive and involves both participants.

Tatmeen uses secure communication channels and access controls to protect audio, video, messages, and data during transmission and storage. Each appointment has a separate room that only the client and care provider linked to it can enter.

Protect your account by never sharing your verification code, using a locked and up-to-date device, signing out of shared devices, and contacting support immediately if you lose your device. Keep communication with your care provider inside Tatmeen rather than using email, WhatsApp, or personal phone numbers.

Tatmeen does not share the content of your appointments or your medical record with advertisers, employers, or organizations without your permission. A report or document is shared with an organization you choose only when you download and share it yourself.

Only the data necessary to deliver their services is processed by hosting, communication, and payment providers. Specific information may also be provided to an official authority when required by law. This does not give any third party access to the appointment room, which remains available only to the client and care provider.

Protection rests on four layers: secure channels and technical updates, role-based access controls, confidentiality obligations for care providers and employees, and choices that give you control—such as using an alias, not recording audio or video sessions, and deleting room content or your account.

Account and payment data remain separate from the clinical record, and the care provider cannot see your card details or verification code. You can read the full details in the Privacy Policy.

Yes. After the appointment ends, open Completed Appointments, select the appointment, then choose Delete Room Content or Delete Chat and confirm. This deletes the written chat, voice messages, attachments, and appointment-room history, and it cannot be undone.

This action does not delete your general medical record, official reports, invoices, or clinical notes written by the care provider in your medical record. Download any reports, prescriptions, or instructions you need before deleting the content.

When you delete your account, most account information, profile data, chats, and documents available to you are deleted, and upcoming appointments are canceled. Invoices and medical records that must be retained for accounting or healthcare-practice requirements may remain.

Before deletion, download any reports and prescriptions you need, cancel your appointments, and use any remaining wallet balance or package sessions—or contact support about them. If you register again later, you will start with a new account, and data from the deleted account will not return automatically.

Use in-app support, the contact form, or email support@tatmeen.sa. Clearly state the type of request—for example, suspected unauthorized access, correcting your data, requesting a copy, deleting specific data, or reporting a disclosure.

Your report will receive a tracking number and be referred to the relevant team, with a response within a few business days. Do not send your password, verification code, or health details that are unnecessary for the request, and ask for escalation if you need an additional review.