Introduction
This Privacy Policy explains how PT MEDICGO MEDEVAC GROUP (“MEDICGO”, “we”, “us”, “our”) collects, uses, shares and protects personal information through the MEDICGO mobile application and the MEDICGO web app at app.medicgomedevac.com (together, “the App”).
This policy covers the App. Our website at medicgomedevac.com has its own privacy policy.
MEDICGO is an independent medical evacuation concierge. We manage and coordinate air medical transport and related logistics with licensed third-party air ambulance operators, medical teams, ambulance providers and healthcare facilities. We do not operate aircraft, hold an air operator certificate, employ flight crew or medical staff, or provide medical treatment.
If there is an immediate medical emergency, contact your local emergency services. The App is not an emergency call service.
Who This Policy Is For
The App may be used by a patient, a family member or authorised representative acting for a patient, or a referring hospital, clinic, insurer or corporate client.
You do not need an account to send us a request. Anyone can submit a transport request through the public request form. When you do, we create a request record and a user record for you, so that we can respond and so that you can follow the request afterwards. This policy applies to that information in exactly the same way as it applies to information from registered users.
If you provide information about another person, you confirm that you have the authority or their permission to do so.
Information We Collect
Account and contact information
Your name, email address, telephone or WhatsApp number, address, country, and your relationship to the patient. Passwords are handled by Firebase Authentication and are never visible to us.
Patient and medical information
When you request or arrange a transfer, we collect:
the patient’s name, date of birth, gender, nationality and religion;
passport or identity document number, where required for cross-border transport, immigration clearance or a receiving facility;
medical condition, diagnosis, care requirements and mobility needs;
uploaded medical documents, including medical reports, discharge summaries, laboratory results, X-rays and other imaging, and PDF files;
treating physician and facility details.
Religion is recorded because it can affect care preferences, dietary requirements and arrangements at the receiving facility. You may leave it blank.
This is sensitive health information. We collect it only to arrange and deliver the transport you have requested.
Location information you type in
The App asks you to type the current and destination location by hand — address or hospital, city and country.
The App does not use GPS. It does not request location permission and it does not read your device’s location at any time.
Information you send us
Messages, enquiries, requests and support correspondence made through the App.
Device and technical information
Device type, operating system, app version and language, and a push notification token if you choose to enable notifications. These are used to deliver the service and keep the App working.
What we do not collect
The App collects no analytics data, no crash reports and no tracking data of any kind. It contains no advertising, no advertising identifiers and no advertising networks. We do not profile you, and we do not track you across other apps or websites.
What the Flight Map Does and Does Not Show
The App may display an estimated position for a mission in progress.
This is an estimate calculated from the planned departure and arrival times. It is not live aircraft tracking, and it is not location tracking of any person. The App does not receive live telemetry from an aircraft, and it does not track the patient, the medical team or you.
How We Use Your Information
We use your information to:
receive and respond to transport requests, including from people without an account;
create and manage your account;
prepare quotations and assess operational and clinical requirements with the appointed licensed operator;
arrange, manage and monitor the transfer from end to end;
communicate with you and your family during a mission;
send mission updates and service notifications;
maintain mission, medical and service records;
provide support and resolve problems;
keep the App secure and prevent misuse;
meet legal, regulatory and recordkeeping obligations.
We do not sell your personal information. We do not use your medical information for advertising.
Consent to Process Health Information
Health information receives special protection under the laws of Indonesia, Singapore and other countries.
By submitting patient or medical information through the App, you give your explicit consent for MEDICGO to collect, use, store and share that information with the appointed licensed air ambulance operator, its medical team, and the healthcare facilities involved in the transfer, including across national borders, for the purpose of arranging and delivering that transfer.
You may withdraw this consent at any time by contacting care@medicgomedevac.com. Withdrawal does not affect processing that already took place lawfully, and may mean we can no longer arrange or continue a transfer.
Who We Share Information With
We share information relevant to a requested service with:
The appointed licensed air ambulance operator, its flight crew and its medical team. The operator carries out the medical assessment, provides the aircraft and medical staff, and cares for the patient during the mission. It receives the patient’s medical records, identity and travel details in order to do so, and processes them under its own privacy obligations and professional duties.
Ground ambulance and transport providers, to arrange collection and delivery.
The sending and receiving hospitals, clinics and treating physicians, to arrange handover, admission and continuity of care.
Insurers and assistance companies, where they are arranging or funding the transfer.
Aviation, immigration, customs and health authorities, where required for permits, clearances or entry.
Our technology provider, Google, which hosts the App as described below.
Professional advisers, where necessary.
Authorities, where required by law or in response to a lawful request.
These operators and healthcare providers are independent. They make their own clinical and operational decisions and process information under their own privacy policies.
Where Your Information Is Stored
The App runs on Google Firebase. We use:
Firebase Authentication — to manage logins
Cloud Firestore — to store request, mission, patient and user records
Cloud Storage — to store uploaded medical documents and images
Firebase Cloud Messaging — to deliver mission notifications
Data is stored in Google’s Singapore region.
Medical evacuation is cross-border by nature, so your information will also be transferred between the countries involved in a transfer, which commonly include Indonesia, Singapore and Malaysia, and may include any origin or destination country. By using the App you understand that these transfers are necessary to deliver the service you have requested.
Security
We protect your information with:
Encrypted connections for all data in transit.
Authenticated access, so records are reachable only by the account they belong to and by authorised MEDICGO staff.
Isolated storage, so files are held in a separate, segregated area.
Temporary links for medical documents. Medical files are never given a permanent public address. When a document is opened, a private link is generated that expires after ten minutes. No permanent download link to a medical document is ever created or stored.
No system can be guaranteed completely secure. Please keep your account password confidential, and tell us immediately at care@medicgomedevac.com if you think your account has been accessed without your permission.
How Long We Keep Information
Mission and medical records are kept for as long as required for medical, safety, insurance, regulatory and legal purposes. A medical transport record may be needed for patient safety, continuity of clinical care, an insurance claim, a regulatory requirement or a legal claim, sometimes years after a mission has ended.
Account and contact details are kept while your account is active, and are removed when you delete your account, as described below.
Your Rights
Subject to applicable law, you may:
access the personal information we hold about you;
correct information that is inaccurate or incomplete;
request deletion of information;
restrict or object to certain processing;
withdraw consent where processing is based on consent;
request a copy of your information in a portable form.
Some requests are limited where we must complete an ongoing mission, or where we are required to keep medical and mission records. We may ask you to verify your identity, or your authority to act for a patient, before responding.
To exercise any of these rights, contact care@medicgomedevac.com.
Deleting Your Account
Please read this section carefully. Deleting your account removes your login. It does not erase your mission and medical records.
How to delete your account
In the App: open your Profile screen, tap Delete Account, and confirm.
By email: send a request from your registered email address to care@medicgomedevac.com.
What is deleted
your login and password;
your push notification tokens, so notifications stop;
your personal contact details on your user record — name, email, phone and address.
What is kept
every patient record;
every medical document and uploaded file;
every request and every mission record.
These are retained for medical, safety, regulatory and legal reasons. Your user record remains as an anonymous marker so that mission records stay intact and traceable.
When deletion is not available
You cannot delete your account while you have an active request or a mission in progress. Deletion becomes available once the mission is complete.
Afterwards
You may register again later with the same email address. A new registration creates a new account; it does not restore the old login.
Children
The App is for use by adults aged 18 or over. An account may be created and used by an authorised adult on behalf of a patient of any age, including a child. We do not knowingly allow a child to register their own account.
Changes to This Policy
We may update this policy to reflect changes in the App, our services or the law. The updated policy will be posted here with a new date. Where the law requires it, we will notify you or ask for your consent again.
Contact Us
PT MEDICGO MEDEVAC GROUP
Sovereign Plaza, Lt. 12 No. 12-01
Jl. T.B. Simatupang No. 36
Jakarta Selatan, DKI Jakarta 12430
Indonesia
Email: care@medicgomedevac.com
Phone / WhatsApp: +62 857 0087 3333
Website: www.medicgomedevac.com
PT MEDICGO MEDEVAC GROUP is an independent medical evacuation concierge. It is not an official corporate affiliate of the listed healthcare facilities.