Privacy Policy

EMRAAS operates critical care, medical evacuation, onsite clinic and training services across the UAE and the wider region. We are the controller of the personal information described in this policy.

You can reach us at [email protected], by phone on +971 800 75, or by post at our headquarters in Abu Dhabi, United Arab Emirates.

We collect information in three ways: what you give us directly, what our systems record automatically, and what our service partners pass to us.

• Corporate enquiries: your name, job title, company, business email, phone number, industry, organisation size, region of operations and the requirements you describe.
• Individual enquiries: your name, email, phone number, country, the service you need and when, the patient's location and destination, your preferred contact method and your message. Because these enquiries concern medical transport, they may include health-related details you choose to share.
• WhatsApp: if you start a chat from the website, WhatsApp shares your phone number and profile name with us, and the conversation is stored on our business account.
• Online payments: when you use Pay Online you are taken to our payment provider's secure page. We receive confirmation of the payment, the amount and the reference. We never see or store your full card number.
• Spam protection: our contact forms use Google reCAPTCHA to tell real visitors from automated scripts. It collects device and browser information, your IP address and how you interact with the page, and sends this to Google for analysis.
• Technical data: pages visited, approximate location derived from your IP address, browser and device type, and the site that referred you, collected through cookies and analytics as described below.

We use personal information only for the purposes below.

• To respond to your enquiry and prepare a proposal, quotation or care plan.
• To coordinate and deliver the services you request, including dispatching medical teams and arranging patient transport.
• To process payments and keep the financial records the law requires.
• To run, secure and improve the website and understand how it is used.
• To meet the legal, regulatory and licensing obligations that apply to medical services providers in the UAE.
• To contact you about services you have asked about. We do not send marketing messages without your consent, and you can opt out at any time.

Under UAE Federal Decree-Law No. 45 of 2021 on the Protection of Personal Data, and equivalent laws where they apply, we rely on: your consent when you submit a form or start a chat; the need to perform a contract or take steps before entering one; our legitimate interests in running a secure and effective service; and compliance with our legal obligations.

Where an enquiry includes health information, we process it only to arrange the medical service you have asked for, and we keep it to the minimum needed.

We do not sell personal information. We share it only where necessary, with:

• Companies in the Response Plus Holding group that help deliver the service you request.
• Service providers who host our website and database, deliver our email notifications and process online payments, each bound by contracts that limit how they may use the data.
• Google, as the provider of the reCAPTCHA service that protects our contact forms from automated abuse, and of Google Analytics where it is enabled.
• Hospitals, clinics, aviation and transport partners involved in a specific patient movement, to the extent needed to carry it out safely.
• Regulators, courts and law-enforcement authorities where the law requires it, or where it is necessary to protect someone's life or safety.

The website uses a small number of strictly necessary cookies to work correctly. If analytics is enabled, we use Google Analytics to understand how visitors use the site; it sets its own cookies and may process your IP address in truncated form. You can block or delete cookies in your browser settings, and you can opt out of Google Analytics with Google's browser add-on. Blocking necessary cookies may affect parts of the site. Our contact forms are also protected by Google reCAPTCHA, which analyses your interaction with the page to distinguish people from automated scripts. Its use is subject to Google's Privacy Policy (policies.google.com/privacy) and Terms of Service (policies.google.com/terms).

Our website and its supporting systems are provided by international cloud providers, so your information may be stored or processed outside the UAE. When that happens we make sure appropriate safeguards are in place, such as contractual commitments that meet the standard required by UAE law.

We keep enquiry details for as long as needed to respond and, where a service follows, for the duration of that relationship. Records connected to a delivered medical service or a payment are kept for the periods required by UAE health, tax and commercial regulations. Enquiries that do not lead to a service are deleted or anonymised within 24 months. Analytics data is retained according to the settings of the analytics provider.

We use encrypted connections across the website, restrict access to enquiry data to staff who need it to respond, and protect our administration systems with strong authentication. No system is completely secure, so if you believe your information has been compromised, please contact us immediately.

Subject to the law, you have the right to:

• Access the personal information we hold about you and receive a copy.
• Ask us to correct information that is inaccurate or incomplete.
• Ask us to delete your information, or to restrict how we use it.
• Object to processing based on our legitimate interests, and to any direct marketing.
• Withdraw consent at any time, without affecting what was done before.
• Lodge a complaint with the UAE Data Office or another competent authority.

To exercise any of these rights, email [email protected]. We will respond within the time the law allows and may ask you to verify your identity first.

This website is intended for adults. When an enquiry concerns a patient who is a child, the information should be provided by a parent or legal guardian, and we use it only to arrange the requested care.

We may update this policy as our services or the law change. The date at the top shows when it was last revised, and material changes will be highlighted on this page.

Questions about this policy, or about how we handle your information, can be sent to [email protected] or raised by calling +971 800 75.