Privacy policy

Who this applies to

Intake has no public sign-up. The only way in is an invitation from a clinic that already works with us. This policy covers three groups:

• The people on a clinic's team who use the dashboard or the app: owners, administrators and staff.
• That clinic's patients, whose data the clinic manages through Intake.
• Visitors to intakelabs.ai.

What information we process

About the clinic's team. Your name, your email address, your role within the clinic and your password. The password is stored encrypted; nobody at Intake can read it. We also record which person performed certain actions, for example uploading or deleting a clinical photo, because that record is part of the patient's history.

About patients. What the clinic manages with Intake:

• The WhatsApp conversations between the patient and the clinic, including the assistant's replies and any images or documents the patient sends. Voice notes are transcribed to text in order to answer them; the audio is not stored in our systems.
• The contact and identity details the patient shares in the conversation: name, phone number, email, identity document, and any additional details the clinic has asked to record, such as age, district or how they heard about the clinic.
• Appointments, recorded payments (amount, payment method, receipt) and the status of each consult.
• The clinical history the clinic's team writes in Intake and the clinical photos it uploads.

About the website. intakelabs.ai uses no tracking cookies and no analytics tools. If you write to us on WhatsApp from the site, that conversation happens on WhatsApp.

About the iPhone app. The app keeps your session credentials in the device's secure storage, on that device only. Patient information is fetched from our server and held only in memory while the app is open: it is not saved on the phone, and signing out clears it. The app asks for camera and photo permissions only when you choose to take or pick a photo for a clinical history. It includes no analytics or advertising tools.

What we use it for

• So the assistant can attend to the clinic's patients on WhatsApp: answering, informing, booking, sending the payment link and reminders, and handing over to the clinic whatever is the clinic's to decide.
• So the clinic's team can see and manage all of that in the dashboard and the app: conversations, calendar, payments, records and photos.
• To review the quality of the service. Every day an automated review reads the previous day's conversations and flags to our team the ones that need attention. Our team accesses conversations to handle those incidents, for the support the clinic asks for, and for nothing else.
• To keep the service secure and running: technical logs, alarms, and the trace of how each assistant reply was generated, which is stored on our own infrastructure.

We do not use the clinic's or its patients' data to train artificial intelligence models. The models that write the replies belong to third parties who operate them as a service: we send them the conversation only to generate each reply.

We do not sell data. We do not share it with third parties outside the provision of the service. We do not contact a clinic's patients on our own behalf or for another clinic, and we do not use one clinic's information to serve another.

Who sees what

• The clinic. Each person with an account sees what their role allows. The clinic decides who has an account and with which role, and can revoke access at any time from Team.
• The patient. The assistant neither reads nor shares the patient's clinical history; that stays with the clinic's team. The assistant also gives no diagnoses or medical opinions.
• Our team. Accesses a clinic's information to handle incidents, for the support the clinic asks for, and for the quality review described above.
• Other clinics. Never. Each clinic is separated from the others: which clinic a piece of data belongs to is always determined on the server, from the account that signed in, never from the device.

Providers involved

Our servers and our database are in the United States. These are the providers that take part in the service and what each one receives:

• Meta (WhatsApp Business Platform; Instagram and Messenger when the clinic turns them on). Messages with patients travel through Meta's platform, under WhatsApp's terms.
• Kapso. The technical connection between the clinic's WhatsApp number and our system. Messages pass through it.
• Amazon Web Services (North Virginia region). Our servers, the encrypted storage for clinical photos, voice-note transcription (Amazon Transcribe) and Anthropic's models through Amazon Bedrock. The dashboard and this site are published with AWS Amplify.
• Supabase (North Virginia region). The database and the account system: sign-in, and the invitation and password-recovery emails.
• Fireworks AI. Runs the language model (DeepSeek) that currently writes the assistant's replies for active clinics. It receives the conversation to generate each reply.
• Anthropic. Its Claude models, through Amazon Bedrock or Anthropic's API, are used to organize each clinic's knowledge, for the daily quality review, and as a fallback model.
• Mercado Pago. When the clinic turns on automatic payment, the payment link is generated in the clinic's own Mercado Pago account. Mercado Pago processes the payment; we receive the confirmation (amount, status and reference), never the card details.
• Google Calendar or Microsoft 365. Only if the clinic connects its calendar, it receives a copy of each appointment.

How we protect the information

• All information travels encrypted (HTTPS). Every message arriving from WhatsApp is checked against Meta's signature before it is processed.
• Clinical photos are kept in a private, encrypted store that refuses unencrypted connections. They are delivered only through the service, to people with a valid session in that clinic.
• The system's keys and secrets live in a secrets manager, not in the code.
• Technical logs contain no message content.
• The iPhone app stores no patient information on the phone and covers the screen when it goes to the background.

We hold no third-party security certifications. If that changes, we will say so here.

How long we keep it

While the clinic is a customer, we keep its information so it can consult it: a patient's history and conversations are part of its records. There is no automatic deletion period.

The clinic manages its own records. A patient the clinic removes stops appearing in the dashboard. A photo session the clinic deletes is also erased from storage.

When the contract ends, we hand the clinic all the information generated by the service (patients, histories, conversations, appointments and metrics) in an open format and delete the copies under our control, within the deadlines and with the confirmation its contract sets. As a reference, our current contract provides for delivery within the following 15 calendar days and deletion within 30 days after delivery, confirmed in writing. Deletion covers the systems in operation; the backups kept by the database provider follow their own rotation cycle.

How to request a correction or a deletion

If you are a patient. The clinic is responsible for your data. Your rights of access, rectification, cancellation and objection are exercised with the clinic. If you write to us, we will tell you whom to contact and help the clinic handle your request.

If you are on a clinic's team. These are two different things:

• Revoking your access. The clinic does this from Team. It takes effect immediately: your account stops seeing that clinic.
• Deleting your account. You request it. From the app, under More, Account, "Request account deletion", or by writing to us from your account's email. We reply to that same email to confirm the request is yours, revoke your access to every clinic, delete your sign-in account and confirm it to you. The full steps are under Support.

Deleting a team member's account does not delete the clinic's records. The actions that person performed, for example a photo they uploaded, remain part of the patient's history, which belongs to the clinic. Deletion of patient records is requested by the clinic, under its contract.

Changes to this policy

When we change it, we will update the date on this page and notify clinics through the usual channel.

Contact

intakelabsadmin@gmail.com. Please do not email passwords, clinical histories, clinical photos or patient data.