Who we are
Omnacy is a care-navigation service for people in the United Kingdom and the United Arab Emirates. This notice covers the Omnacy website at care.omnacy.health and the Omnacy iPhone app. The organisation responsible for your data (the data controller) is Omnacy LTD, registered in England and Wales, company number 12708911, London, United Kingdom.
For any privacy question or request, email help@omnacy.health.
What we collect
- Account details: your email address, how you sign in (password, email sign-in link, Apple or Google), your display name, and sign-in and security records.
- Health information you give us: the symptoms you describe, your answers to follow-up questions, the results of your care checks, the health summary built from your past checks, and any files you upload, such as lab reports or scans.
- Insurance details you enter, so we can estimate what your plan may cover.
- Family members you add to a family plan: the name, date of birth and sex at birth you enter for them, and their care checks.
- Payments: which plan you are on and its billing status. Your card is held by Stripe, never by us.
- Messages: copies of the emails we send you and, in the iPhone app, a notification token if you allow notifications.
- Readings you choose to share, for example from Apple Health in the iPhone app, or from a wearable service you connect where we offer it.
- Usage and technical records: events about how the service is used, your cookie choices, and scrambled (hashed) network and browser details we use to stop abuse.
How we use your data
- To run the care check and specialist-panel review you ask for, and to show and save your results.
- To check what you type for signs of an emergency, so we can show you emergency help straight away.
- To estimate insurance cover and match you with suitable providers.
- To run your account, family plan and billing, and to send you the emails you need (sign-in links, password resets, invitations, case-share links) and any reminders you sign up for.
- To keep the service secure, prevent abuse and fix faults.
- Only if you agree: product analytics and advertising measurement (see Cookies and measurement).
Our legal grounds under UK GDPR and the UAE Personal Data Protection Law:
- Your health information: your explicit consent (UK GDPR Article 9(2)(a)). The emergency check described below relies on protecting your vital interests.
- Your account, plan and billing: performing our contract with you.
- Security, preventing abuse and improving the service without health data: our legitimate interests.
- Records we must keep, such as billing and tax records: our legal obligations.
- Analytics and marketing: your consent, which you can withdraw at any time in Cookie preferences.
AI processing and your consent
The specialist-panel review sends what you share to AI models that we run through Google Cloud's Vertex AI service. Other AI features, such as reading a lab report you upload, use Vertex AI too. Before the panel runs, we ask for your OK. You can withdraw it at any time in account settings; after that, nothing you share goes to the panel until you give your OK again.
One exception: everything you type is first checked for signs of an emergency. That check uses fixed word lists and may also ask a Google AI model, even before you have given your OK, so that we can still show you emergency help.
The AI review is information to help you decide what to do next. It is not a diagnosis.
Who processes your data for us
We use these companies to run Omnacy. Each one handles only what it needs for the job described.
- Google Cloud runs our servers (Cloud Run), our database (Cloud SQL), file storage (Cloud Storage), the keys and secrets that protect your data (Secret Manager, Cloud KMS) and the AI models we use (Vertex AI). It handles all of the data described above, including your health information.
- Vercel hosts the website and passes your requests to our servers. It sees technical details such as your IP address and browser.
- Stripe takes payments for paid plans. It gets your email address and plan, and you give your card details to Stripe directly.
- Resend sends our emails. It gets your email address and the message.
- PostHog provides product analytics, only if you accept analytics cookies. It gets usage events with a scrambled ID instead of your account ID, not the text you type, and runs on PostHog's EU servers.
- Google Ads measures our advertising, only if you accept marketing cookies (see Cookies and measurement).
- Apple and Google sign-in, if you choose them, confirm who you are and give us your email address (and your name, if you allow it).
- Expo delivers iPhone app notifications through Apple, if you allow notifications. It gets your device's notification token and the notification text, which never contains your health details.
- Sentry receives crash and freeze reports from the iPhone app when crash reporting is switched on. Reports hold device, system and app details, not your account or health information, and go to Sentry's EU servers.
- Twilio would deliver WhatsApp messages (with WhatsApp, which is part of Meta). WhatsApp messages are not switched on yet. When they are, and only if you choose them, Twilio will get your phone number and the message text.
- Google Maps answers live care directory searches where enabled (see Live care directory searches).
Authorised Omnacy staff and the clinicians we work with see your data only when needed: to review a case flagged for a clinician's check, to answer a request from you, or to keep the service working. Staff access is recorded.
Where your data goes
Our servers and database run in London, United Kingdom (Google Cloud's London region, and Vercel's London region for the website). This is the same for every patient, wherever you live.
AI requests use Google's "global" Vertex AI endpoint, so Google may handle them in any country where it runs that service. If you use Omnacy from the UAE, your data is therefore sent out of the UAE: to our servers in London and to Google's global AI service.
Where your personal data leaves the UK (or the UAE), we rely on the UK International Data Transfer Agreement or the UK Addendum to the EU Standard Contractual Clauses in our processors' data processing terms, and on the equivalent safeguards under the UAE Personal Data Protection Law for UAE data. Where a processor is in a country the UK has found to protect personal data adequately (an adequacy decision), we rely on that decision.
How long we keep it
These are the longest periods we keep each kind of record. Deleting your account removes most of them sooner (see the account controls below).
- Care checks (what you typed and your answers): up to 24 months.
- The panel's review records for your checks: up to 24 months.
- Files you upload: up to 24 months.
- Results you save: until you delete your account.
- Copies of emails we send you: up to 90 days.
- Copies of WhatsApp messages, once WhatsApp is switched on: up to 12 months.
- Product analytics events: up to 13 months.
- Your rating of a feature, if we ask for one: up to 365 days.
- Sign-in attempt records: we delete them after 30 days.
Live care directory searches
If you choose live directory checks, we send the provider or service search and location to the available directory. Where Google Maps is enabled, Google’s Privacy Policy also applies. We do not attach your account identifier, patient record or policy to that request. Google map listings are displayed temporarily and are not copied into our provider evidence store.
What we don't do
We don't sell your personal or health data. We don't share your identifiable health information with insurers or employers without your explicit action (e.g. you choosing to share a case with a doctor).
Sharing a case
Sharing is opt-in and per case: only the case you choose to share becomes visible to the recipient. To share a case with a doctor, enter their email on that case's sharing page. They get a one-time sign-in link that works for 15 minutes; once signed in, they can see that case for up to 30 days from when you shared it. You can stop sharing at any time on the same page, and their access ends straight away. This isn't offered for cases flagged as medical emergencies. The "Share This Report" link that results pages used to show is no longer offered. A copy of it made before then stops working 30 days after we retired it, or sooner if you turn it off on the case's sharing page or ask help@omnacy.health to turn it off.
Your controls
You can reopen your past cases from your dashboard. In account settings you can withdraw your AI consent, clear the health summary built from your past sessions and delete your account. If you pay for a plan, cancel it in the billing portal first: we don't delete an account while a plan is still billing.
Deleting your account removes the records held only for your account in the care-app database; uploaded files, retained audit records and data in connected Omnacy services may remain, so email help@omnacy.health to ask for those to be removed. Usage events and cookie-choice records are kept, but nothing in them links back to you.
There is no self-serve download of everything we hold about you yet: to get a copy of the data we hold about you, email help@omnacy.health. In the mobile app you can also share your health record (your conditions, medications and allergies, plus the names of your lab and imaging reports) as a summary or a JSON file from Family & record. You can revisit optional analytics and marketing choices at any time through the persistent Cookie preferences control.
Your rights
Under UK data protection law (UK GDPR) and the UAE Personal Data Protection Law, you can ask to see, correct or delete your data, ask for a copy of it, object to or limit how we use it, and withdraw any consent you have given. Email help@omnacy.health for any of these. If you are unhappy with how we handle your data, you can complain to the UK Information Commissioner's Office (ICO) or to the UAE Data Office.
Children and family members
You must be 18 or over to create an Omnacy account.
On a family plan, family members under 18 can only be added and managed by the plan holder, who must be their parent or guardian. They have no sign-in of their own. The plan holder gives consent and acts for them, and only the plan holder can see that member's record. Adults should use their own account: adults invited to a family plan keep their own separate account.
Security
Data is encrypted in transit and at rest using standard industry practices. No system is 100% secure, and we disclose material incidents if they occur.
Changes to this notice
We may update this notice as the product changes. We'll update the date below when we do.