Teliyadu ("we", "us", "our") operates Teliyadu OralOS, a cloud-based dental clinic management platform. This Privacy Policy explains what personal data we collect across all features of OralOS, why we collect it, how we use and protect it, and the rights available to you. Please read it carefully.

1. Who This Policy Covers

This policy applies to all individuals whose data is processed through OralOS:

Clinic account holders. the organisation or individual who signs up for an OralOS subscription, including multi-branch and enterprise accounts.
Clinic staff. administrators, dentists, receptionists, nurses, hygienists, and any other personnel granted access to the dashboard.
Patients. individuals whose clinical records are created and managed within OralOS, including patients accessed via the patient mobile app or patient web portal.
Patient family members. guardians and family members linked via family accounts, including minors in paediatric charting.
Corporate account holders. employers or insurers who fund dental care for employees and whose billing or coverage data is processed within OralOS.
API integration users. developers and third-party systems that connect to OralOS via the public API or webhooks.
Website visitors. anyone who browses teliyaduoralos.com without creating an account.

2. Data We Collect

2.1 Clinic & organisation account data

Clinic name, branch locations (for multi-branch accounts), subdomain, billing address, tax identification number, contact name, email, and phone. Subscription plan, billing cycle, and payment method metadata (processed by Stripe or Chapa . we never store raw card or bank account numbers).

2.2 Staff account data

Full name, email address, phone number, role, assigned branch(es), profile photo (optional), hashed password, session tokens, login history, IP addresses, and device information. Staff scheduling data including working hours, leave records, and shift assignments. Payroll-relevant data where payroll integration is enabled (salary grade, bank details) . this data is encrypted at rest and access is restricted to Admin role users.

2.3 Patient demographic & contact data

Full name, date of birth, gender, nationality, phone number(s), email address, residential address, emergency contact details, patient photograph (optional), patient ID or national ID number (where required by local regulation), preferred language, and communication preferences (SMS, email, WhatsApp, push notification).

2.4 Clinical health data

This is the most sensitive category of data we process. It includes: medical and dental history, known allergies and current medications, 32-tooth adult dental chart (diagnoses, procedures, tooth conditions), periodontal charts, orthodontic records, clinical visit notes and treatment summaries, prescription records, treatment plans (including versioned plan histories), vital signs recorded at check-in (blood pressure, pulse, temperature, oxygen saturation), digital consent forms and e-signatures, lab test requests and results, and radiographic images including DICOM-format dental X-rays and CBCT scans.

2.5 Imaging & document data

Uploaded files including intraoral photographs, X-rays, CBCT scans in DICOM format, referral letters, insurance documents, consent forms, and any other clinical attachments uploaded by staff. Files are stored on AWS S3 with server-side encryption and are associated with the patient record they belong to.

2.6 Family & paediatric data

Where family accounts are enabled, we link patient records to a primary guardian. For paediatric patients, we store the guardian's name, relationship, consent status, and contact information alongside the child's clinical record. Paediatric charting data is stored in the same tenant schema as adult records but is flagged as a minor record and access is restricted accordingly.

2.7 Appointment & scheduling data

Appointment date, time, type, assigned dentist, chair/room, status history (scheduled, confirmed, checked-in, completed, cancelled, no-show), walk-in records, waiting time logs, and recall schedules. Online booking requests submitted through the embeddable booking widget, including the patient's stated reason for the visit.

2.8 Financial & insurance data

Invoices, line items (procedures billed), payment records (cash, Chapa, insurance), partial payment schedules, outstanding balance ledger, patient account credits, daily cash closing summaries, and insurance claim submissions. For insurance billing: insurer name, policy number, coverage details, pre-authorisation codes, and claim status. Corporate account billing data: employer name, contract terms, employee coverage list, and reimbursement records.

2.9 Communication data

SMS messages sent to patients (appointment reminders, recall notices, payment reminders) via AWS SNS. Email communications via AWS SES. WhatsApp messages where the clinic has enabled WhatsApp communication. Push notification delivery records via Firebase. Two-way SMS replies received from patients. Marketing campaign message history where the clinic uses the built-in campaign tools. Message delivery status (sent, delivered, read, failed) is retained for audit purposes.

2.10 Voice & AI-generated data

Where voice dictation or AI-assisted charting features are enabled, audio recordings made within the OralOS app are processed to generate transcriptions and structured clinical note content. Audio is processed in real time and is not retained after transcription is complete unless the clinician explicitly saves the audio alongside the note. AI-suggested diagnoses, procedure codes, and note summaries are stored as part of the clinical record, clearly attributed as AI-generated suggestions that require clinician review and approval.

2.11 Telemedicine data

Where video consultation features are enabled, we log session metadata (date, time, duration, participants). Video streams are end-to-end encrypted and are not recorded by Teliyadu by default. Clinicians may record sessions with explicit patient consent; recordings are stored in the patient's document folder on S3 with the same protections as other clinical files.

2.12 Inventory & procurement data

Dental supply items, stock levels, usage logs, low-stock alert history, purchase orders, supplier names and contact details, and delivery records where the procurement module is used.

2.13 Survey & feedback data

Patient satisfaction survey responses submitted after visits, including ratings and free-text feedback. Survey data is linked to the patient record for the clinic's quality improvement purposes.

2.14 API & integration data

API keys (stored as hashed values), webhook endpoint URLs, integration event logs, and payload summaries for third-party system integrations (e.g. lab information systems, referral networks, EHR integrations). Raw webhook payloads containing patient identifiers are retained for 90 days for debugging.

2.15 Usage & analytics data

Server access logs, application error reports (via Sentry), infrastructure telemetry (via Better Stack), feature interaction events (page views, button clicks, report generation), and performance metrics. This data does not include the content of clinical records but may include metadata such as user access records, which are also recorded as audit log entries.

2.16 Website visitor data

Server logs including IP address, referrer, browser, and pages visited on teliyaduoralos.com. Demo request form submissions (name, email, clinic details). We do not use third-party advertising pixels or behavioural tracking cookies.

3. Lawful Basis for Processing

We process personal data on the following legal bases:

Contract performance. processing necessary to deliver the OralOS service to clinic account holders and their staff.
Legitimate interests. security monitoring, fraud prevention, product improvement, and aggregated analytics, where these do not override individual rights.
Legal obligation. compliance with applicable law, including health data regulations, tax requirements, and court orders.
Consent. marketing communications to website visitors; voice recording during telemedicine sessions; non-essential communication channels (WhatsApp, marketing campaigns) where opt-in is required.
Vital interests. in exceptional circumstances where health data must be disclosed to protect a patient's life.

For special category health data (clinical records, medical history, imaging), processing is based on Article 9(2)(h) GDPR (healthcare provision) and equivalent provisions under applicable national law. The clinic, as data controller, is responsible for establishing and documenting the patient's consent for the creation of health records.

4. How We Use Your Data

To create and manage clinic accounts, staff profiles, and patient records.
To authenticate users, maintain sessions, and enforce role-based access controls across all branches.
To power clinical workflows: appointment scheduling, charting, visit notes, prescriptions, treatment plans, and imaging.
To send appointment reminders, recall notices, post-visit follow-ups, and two-way SMS via the clinic's configured communication channels.
To run patient marketing campaigns and loyalty programmes on behalf of the clinic, where the clinic has obtained patient consent.
To generate reports: daily cash closings, doctor performance, outstanding balances, insurance ageing, inventory levels, patient satisfaction, and custom analytics.
To process subscription payments (Stripe) and clinic-to-patient payments (Chapa).
To facilitate insurance billing, pre-authorisation, and claim tracking.
To deliver AI-assisted charting suggestions and voice transcriptions to authorised clinicians.
To support telemedicine sessions between clinicians and patients.
To serve the patient mobile app and patient web portal with the patient's own appointment, balance, and communication data.
To process API requests from authorised third-party integrations on behalf of the clinic.
To diagnose errors, monitor uptime, and improve platform performance.
To respond to support requests.
To comply with applicable law and respond to lawful legal requests.

We do not sell your data. We do not use patient health data, clinical notes, or imaging to train AI models operated by Teliyadu or any third party. AI features within OralOS process data in real time to generate suggestions; they do not feed a shared training corpus.

5. Tenant Isolation & Multi-Branch Data Separation

Each clinic organisation's data is stored in a dedicated PostgreSQL schema, entirely separate from every other clinic on the platform. This is enforced at the database level . there is no shared table with a clinic identifier column that could be bypassed by an application bug. Middleware on every API request verifies the clinic's subdomain and activates the correct schema before any query runs.

For multi-branch organisations, all branches share a single tenant schema owned by the organisation. Branch-level data segregation within the schema is enforced by the application's RBAC layer . staff assigned to Branch A cannot view Branch B's patient records or financials unless granted explicit cross-branch permissions by the organisation's Admin.

Teliyadu platform staff access tenant data only for authorised support operations, require internal approval for each access event, and every access is immutably audit-logged with the reason and the approving manager.

6. Data Retention

We retain different categories of data for different periods:

Active clinical records . retained for the life of the subscription. Clinics control record-level deletion within their account.
Closed clinic accounts . data is held for 30 days after account closure to allow export, then permanently and irreversibly deleted, including all backups that fall within the deletion window.
Audit logs . retained for 7 years to meet healthcare regulatory requirements in the jurisdictions we operate in.
Financial records . invoices, payment records, and tax-relevant data are retained for 7 years from the transaction date.
Communication logs . SMS, email, and push notification delivery records retained for 2 years.
Voice recordings . processed in real time; not stored unless explicitly saved by the clinician. Saved recordings follow the clinical record retention period.
Telemedicine session metadata . retained for 2 years. Recordings (if made with consent) follow the clinical record retention period.
API & webhook event logs . retained for 90 days.
Server & access logs . retained for 90 days.
Database backups . automated daily snapshots retained for 30 days, then purged.
Anonymised aggregated analytics . may be retained indefinitely; they contain no personal identifiers.

7. Third-Party Sub-Processors

We engage the following sub-processors. Each is bound by a data processing agreement and processes data only as instructed by Teliyadu.

Amazon Web Services (AWS) . cloud infrastructure (eu-central-1, Frankfurt): ECS (compute), RDS PostgreSQL (database), ElastiCache Redis (caching/queuing), S3 (file storage), SNS (SMS), SES (email), CloudFront (CDN), CloudWatch (infrastructure monitoring), Secrets Manager (credential storage).
Stripe . SaaS subscription billing and payment card processing. Stripe is PCI-DSS Level 1 certified. We receive tokenised payment references only.
Chapa . clinic-to-patient payment processing for East African payment methods (mobile money, local bank transfer). Used for patient invoice payments within the OralOS platform.
Firebase (Google) . push notifications delivered to the OralOS patient mobile app and staff mobile app on iOS and Android.
Sentry . real-time application error monitoring. Error payloads are scrubbed to remove patient identifiers before transmission.
Better Stack . uptime monitoring, log aggregation, and on-call alerting. Infrastructure-level logs only; no patient record content.
Twilio / AWS SNS . two-way SMS for appointment reminders and patient communication.
AI inference provider . where AI-assisted charting or voice transcription is enabled, audio and structured clinical prompts are sent to an approved AI inference provider under a strict data processing agreement that prohibits training use. The specific provider is disclosed in the AI feature settings within your OralOS account.

We publish an up-to-date sub-processor list at teliyaduoralos.com/security. We will provide 30 days' notice before adding a new sub-processor that processes health data.

8. International Data Transfers

All primary data storage and processing occurs in Frankfurt, Germany (AWS eu-central-1), within the European Economic Area. Some sub-processors (Stripe, Sentry, Firebase, AI inference) may process data in the United States or other countries. Where data is transferred outside the EEA, we rely on:

Standard Contractual Clauses (SCCs) approved by the European Commission.
Adequacy decisions where applicable.
Binding Corporate Rules where the sub-processor has published them.

Clinics operating under Ethiopian law: OralOS is designed to comply with Ethiopia's Computer Crime Proclamation (No. 958/2016) and the relevant provisions of the Ethiopian Health Sector Transformation Plan regarding patient data confidentiality. We continue to monitor the development of a dedicated health data protection framework in Ethiopia and will update our practices as legislation evolves.

9. AI Features & Data Use

OralOS includes optional AI-powered features including voice-to-chart dictation, AI-assisted diagnosis suggestions, automated clinical note summaries, and intelligent treatment plan recommendations. The following rules govern how AI features handle your data:

AI features are opt-in per clinic and can be disabled by the clinic Admin at any time.
Clinical data sent to AI inference endpoints is transmitted over TLS and is used solely to generate the requested output . it is not retained by the AI provider or used to train models.
All AI-generated suggestions are presented to the clinician as suggestions requiring review. OralOS records which actions were taken by AI versus by a human clinician in the audit log.
Clinics are responsible for reviewing AI outputs before recording them as clinical fact and for complying with any applicable regulations on the use of AI in clinical settings.
We never use patient health data from one clinic to generate suggestions for another clinic. AI inference is scoped to the requesting clinic's session only.

10. Patient Communication & Marketing

OralOS enables clinics to communicate with patients for clinical purposes (appointment reminders, recalls, post-visit follow-ups) and, where the patient has opted in, for marketing purposes (promotions, loyalty rewards, health awareness campaigns). The clinic is responsible for:

Obtaining and recording patient opt-in consent before sending marketing communications.
Honouring opt-out requests promptly . OralOS provides a one-click unsubscribe mechanism for email campaigns and automatic opt-out handling for SMS STOP replies.
Ensuring marketing content complies with applicable laws (including Ethiopia's commercial communications regulations and GDPR where applicable).

Teliyadu does not send marketing communications to patients on its own behalf. All patient-facing messages are sent by the clinic through OralOS, with the clinic's name and contact information visible to the recipient.

11. Your Rights

Depending on your jurisdiction, you may have the following rights over your personal data:

Access. obtain a copy of the personal data we hold about you.
Rectification. correct inaccurate or incomplete data.
Erasure. request deletion of your data where we have no overriding legal basis to retain it.
Restriction. ask us to limit how we use your data while a dispute is resolved.
Portability. receive your data in a structured, machine-readable format (JSON or CSV).
Objection. object to processing based on legitimate interests.
Withdraw consent. where processing is based on consent, you may withdraw it at any time without affecting the lawfulness of prior processing.
Lodge a complaint. you have the right to complain to your local data protection authority.

Patients should direct data rights requests to their clinic first . the clinic is the data controller for clinical records. If the clinic cannot fulfil the request, patients may contact us at support@teliyadu.com.

Clinic staff and account holders may exercise rights over their own account data by emailing support@teliyadu.com. We will respond within 30 days.

12. Cookies & Tracking

OralOS dashboard: A single session cookie is set on login for authentication. No third-party cookies are set by the dashboard application.

Patient mobile app: Uses device-local storage for the authentication token. No advertising SDKs are included in the app.

Marketing site (teliyaduoralos.com): Essential cookies only (locale preference, CSRF token). We do not use advertising networks, retargeting pixels, or cross-site behavioural tracking cookies.

Embeddable booking widget: When a clinic embeds the OralOS online booking widget on their own website, the widget sets a single session cookie to maintain the booking flow. It does not set any tracking cookies on the host site.

13. Children's Data

OralOS is not directed at children as end users. Minors appear as patients in clinical records under the authority of their treating clinic and the consent of their legal guardian. Paediatric patient records are flagged in the system and access is restricted to clinical staff. Guardians may request access to or deletion of their child's records by contacting the clinic.

The patient mobile app and patient web portal require users to be at least 16 years old to create an account. Younger patients may be given access by a guardian who manages the account on their behalf.

14. Corporate & Insurance Account Data

Where a corporate employer or insurance provider is linked to a clinic's account, we process the corporate entity's name, contact details, and the list of covered individuals (name, employee/policy ID, coverage tier). This data is visible only to the clinic's Admin role and to the corporate account holder's designated contact. Individual employees' clinical records remain confidential to the treating clinic and are not shared with the employer . billing summary data (procedure codes, amounts) may be shared with the insurer as part of the claims process, consistent with the patient's consent and applicable law.

15. Changes to This Policy

We will notify clinic account holders by email at least 14 days before any material changes to this policy take effect. Minor clarifications (grammar, formatting, new examples that do not change meaning) may be made without notice. The current version of this policy is always available at teliyaduoralos.com/privacy with the effective date shown at the top.

16. Contact & Data Protection Enquiries

For questions about this policy, data rights requests, or security concerns:

Email: support@teliyadu.com

Subject line: "Privacy" or "Data Rights Request"

We aim to acknowledge all privacy enquiries within 48 hours and resolve them within 30 days.