Privacy Policy

Last updated: September 10, 2026

At Sila Med Care, we believe every treatment journey begins with trust — and that a patient's privacy is a core part of that trust.

We are committed to handling the personal information shared with us by website visitors, clients, and patient companions with care and responsibility, and to taking appropriate measures to protect it from unauthorized access, use, or disclosure.

This policy applies to the Sila Med Care website and its related digital services, and to information collected through the website, contact forms, or treatment-journey tracking services.

1. Who we are

Sila Med Care is a specialized provider of medical-travel coordination and support services for patients coming abroad for treatment, including journey coordination, help choosing suitable options, and arranging reception, accommodation, and coordination with relevant parties depending on the service requested.

We are not a medical provider and do not replace the doctor, hospital, or healthcare provider.

2. What information we may collect

Depending on the service you request, we may need some of the following information:

A. Contact information

• Name.
• Phone or WhatsApp number.
• Country or city.
• Preferred contact method.

B. Information related to the treatment journey

• Travel and arrival details.
• Intended city or hospital.
• Coordination appointments.
• Companion details, when needed.
• Information required to provide reception, accommodation, and coordination services.

C. Medical information the client chooses to share

A client may choose to send reports, files, or medical information for the purpose of coordinating the treatment journey or communicating with the relevant medical parties.

We treat this information as sensitive, and we do not ask a client to provide medical information that is not needed for the purpose of the service.

D. Documents and files

Files a client uploads may include:

• Medical reports.
• Test results.
• Letters or documents related to the journey.
• Other documents the client chooses to share for the purpose of the service.

E. Videos and photos

If a client or companion chooses to participate in the "Honor Wall – The Unknown Soldier Medal", we may collect:

• The video they uploaded.
• The companion's name, if provided.
• Any information they enter in the submission form.

A video is not published publicly merely by being uploaded.

3. Why we collect this information

We use the information a client provides for the purposes necessary to deliver our services, including:

• Communicating with the client.
• Understanding the needs of the treatment journey.
• Coordinating the requested services.
• Following up on the stages of the journey.
• Organizing appointments and coordination related to the journey.
• Providing reception, accommodation, and other services when requested.
• Responding to inquiries.
• Improving the website experience.
• Protecting the website and services from unlawful use.
• Fulfilling applicable regulatory or legal obligations.

We do not use personal information for a purpose materially different from the one it was collected for, without an appropriate basis or the necessary consent where consent is required.

4. Reports and medical information

We understand that medical reports are among the most sensitive kinds of information. Therefore:

Medical reports are never displayed publicly. Medical reports, test results, or health files are not published on the "Honor Wall" or any public section of the website.

Medical information is used only to the extent necessary for the purpose the client provided it for, such as coordinating the treatment journey or sharing the necessary information with a party related to the service, based on the appropriate legal basis or consent where required.

Clients are advised not to send any medical information that is not necessary to request the service.

5. Honor Wall – "The Unknown Soldier Medal"

We created the "Honor Wall" to recognize the companions who stand by their loved ones during the treatment journey. We handle this feature on the principle: uploading does not mean publishing.

When a video is uploaded:

• It is received into the system.
• It remains unpublished to the public.
• It is reviewed by Sila Med Care's team.
• It does not appear on the Honor Wall until it has been approved.
• It may only be used on the Honor Wall in line with the consent its owner provided.

Before submitting, the video's owner should receive a clear notice that the video may become available to website visitors if approved for publication. Merely uploading a video is not treated as automatic consent to publish it.

6. Consent to publish a video

When submitting a video to "The Unknown Soldier Medal", we may ask the participant to confirm their consent to publish it. This consent is clear and separate from the rest of the website's terms of use.

A participant may contact us to request that use of their video be stopped or that a published copy be removed, subject to any applicable legal obligations or rights. A participant may not upload a video or content they do not have the right to share.

7. Sharing information with other parties

Depending on the requested service, we may need to share the minimum necessary information with parties involved in delivering the service, such as:

• Hospitals or relevant medical providers.
• Accommodation service providers.
• Reception or transport services, when requested.
• Technical service providers who help us operate the website or our systems.
• Official or legal authorities, when disclosure is required by law.

We do not sell clients' personal data. We aim to share the minimum amount of information necessary to achieve the specified purpose.

8. Cross-border data transfer

Given the international nature of Sila Med Care's services, some services may require processing or sharing information outside Sudan, such as information needed to coordinate a treatment journey in India or another destination.

When this is necessary, we seek to take appropriate measures to protect the data, and to comply with the legal and regulatory requirements applicable to the processing or transfer.

For clients located in countries that impose specific requirements on data protection or cross-border transfer, their rights or the applicable requirements may differ based on their circumstances and where the data is processed.

9. Protecting information

We use appropriate technical and organizational measures to help protect information from: unauthorized access, loss or damage, unauthorized use, unauthorized disclosure, and unauthorized alteration.

However, no method of electronic transmission or storage can be guaranteed to be 100% secure, so we cannot provide an absolute guarantee of security.

10. Access privileges within Sila Med Care

Not all staff should be able to see all client data. We aim to apply the principle of: access on a need-to-know basis.

Access privileges are tied to the nature of a person's role, and internal team information is kept separate from information shown to the client.

11. Data retention

We retain personal information for no longer than is appropriate to achieve the purpose it was collected for, or for the period required for legitimate legal or operational obligations.

Once the need for the data has ended, we take appropriate steps to delete it, destroy it, or make it unlinkable to a specific person, as permitted by legal and technical requirements. We do not keep medical reports indefinitely merely for the sake of retention.

12. Cookies and similar technologies

The website may use cookies or similar technologies to: operate the website correctly, remember some user preferences, improve performance and user experience, understand how the website is used, and protect the website from some unlawful activity.

We may use third-party technical services for analytics, operation, or protection purposes, subject to the settings and choices available to the user and applicable legal requirements.

13. External links

The Sila Med Care website may contain links to websites or services belonging to other parties. When you move to an external website, that website's own privacy policy governs how your information is used there. We recommend reviewing the privacy policy of any external website before sharing personal information with it.

14. Data subject rights

Depending on the laws and regulations applicable to a user and their circumstances, they may have rights regarding their personal data, including — as applicable:

• Knowing how their data is used.
• Requesting access to some of their data.
• Requesting correction of inaccurate information.
• Requesting deletion or destruction of data where legally possible.
• Objecting to or restricting certain processing where the law allows.
• Withdrawing consent where processing is based on consent.
• Requesting removal of content they previously agreed to publish, subject to legal restrictions and obligations.

Withdrawing consent does not necessarily mean all prior processing became unlawful, and there may be cases where we are legally obliged to retain certain information.

15. Children's privacy

The Sila Med Care website is not independently directed at children. We do not seek to collect children's data without an appropriate basis or parental consent or the relevant legal requirements, where such consent is required.

16. Communications and messages

We may contact a client through the contact methods they provide us, such as phone or WhatsApp, when necessary to deliver the service, respond to their request, or send updates related to their journey. We do not wish to overwhelm clients with unnecessary messages.

Marketing messages are subject to the requirements and consents applicable to the type of message and the client's location.

17. Updating this privacy policy

We may update this policy from time to time due to: development of the website's services, addition of new features, changes in how data is processed, legal or regulatory changes, and security and technical improvements.

When a material change is made, we will update the "last updated" date at the top of this page, and we may take additional steps to notify users when appropriate or required.

18. In the event of a security incident

If we become aware of a security incident affecting personal data, we will handle it according to appropriate response procedures, and we will make the necessary notifications when required by the laws or regulations applicable to the situation.

19. Contacting us about privacy

If you have a question about this policy, would like to inquire about your personal data, or have a privacy-related request, you can contact the Sila Med Care team through the official contact channels published on the website.

When contacting us, please do not send medical reports or additional sensitive information unless requested by the team and necessary for the purpose required.

20. Our commitment

Patient privacy is not just a legal page at the bottom of the website. It is part of how we want Sila Med Care to operate:

We collect what we need. We use it for the right purpose. We protect it as much as we can. And we do not publish what is private.

And specifically on the "Honor Wall": uploading does not mean publishing, and consent comes before appearing.