Privacy Policy

1 Personal Data

1.1 Types of personal data we collect

"Personal data" means any data that relates to you or to any third party related to you that was collected or provided to MeTourism for the purposes described in Section 2 below.

Personally identifiable data we may process includes, without limitation:

• Your full name, passport number or national identification number, and date of birth
• Contact details — phone number, WhatsApp number, email address, home address
• Nationality, country of residence, and travelling companions' details (where you provide them)
• Medical information you choose to share with us — treatment sought, specialist preference, relevant medical history, medications, mobility requirements, dietary restrictions, and accompanying hospital referral letters or scans
• Financial and banking details — where necessary for invoicing, deposits, or processing payments to our partners on your behalf
• Insurance information — insurer name, policy number, Guarantee of Payment correspondence
• Travel details — preferred arrival date, flight information, hotel preferences, dietary needs
• Cookies, IP address, device type, and website usage data collected when you visit metourism.sg
• Any other data you provide to us through our website, WhatsApp, email, phone, forms, or in-person meetings

1.2 Sources of personal data

We collect your personal data through the following channels:

1. Directly from you — when you complete an enquiry form on our website, send us a WhatsApp message, email us, or speak with us over the phone or in person.
2. From your authorised representatives — including family members, legal guardians, agents, or employers, where they submit enquiry or booking information on your behalf.
3. From our partner hospitals and clinics in Singapore — for example, Singapore General Hospital, Mount Elizabeth Hospital, Gleneagles Hospital, and other institutions, where such data exchange is necessary to coordinate your appointment or treatment (and where you have consented).
4. From third-party service partners — for example, hotel booking platforms, transport providers, or SIM card providers with whom we arrange services for you.
5. From cookies and tracking technologies when you use our website.

1.3 Obligatory personal data

Certain data is required for us to provide our services. Fields marked as required in our enquiry forms must be completed in order for us to process your request. Should you decline to provide the necessary data, we may be unable to confirm appointments, arrange accommodation, or provide other concierge services you have requested.

2 Purposes of Collecting and Processing Your Personal Data

Your personal data is collected, used, and processed by MeTourism as required or permitted by law and to deliver the concierge services you request, including:

• To respond to your enquiries, requests for information, and quotations
• To arrange and confirm appointments with Singapore hospitals and specialists on your behalf
• To coordinate accommodation at hotels and serviced apartments near your treatment location
• To arrange airport transfers, limousine transport, and local travel logistics
• To arrange ancillary services such as SIM cards, interpreter coordination, and dietary requests
• To facilitate correspondence with your insurance provider for Guarantee of Payment and claims purposes, where requested
• To process payments and invoices related to the services you have requested
• To provide post-treatment follow-up support, including forwarding medical reports (with your written consent) to your home doctor
• To contact you regarding your enquiry status, upcoming appointments, travel confirmations, or changes
• To send you — with your consent — occasional updates about MeTourism's services, seasonal greetings, or information we believe may be of interest
• To conduct internal analysis and service-quality reviews
• To ensure the safety, security, and proper functioning of our services and premises
• To comply with our legal and regulatory obligations in Singapore, and to assist the authorities where required by law
• To manage internal records and administrative matters

If you have consented to receive marketing communications from MeTourism, you may opt out at any time by replying "UNSUBSCRIBE" to any message, or by contacting us at the details in Section 6 below.

3 Disclosure of Personal Data

3.1 Within MeTourism

Your personal data may be processed by and disclosed to MeTourism staff and contractors who are required to handle that data in order to deliver the services you have requested. We ensure that:

• Access to your personal data is restricted to staff and contractors who are contractually obliged to process it in accordance with their role; and
• All such individuals are bound by confidentiality obligations.

3.2 Classes of third parties

Your personal data may be disclosed to relevant third parties (whether located in Singapore or abroad) as required by law, as necessary under a contractual or service arrangement, or for the purposes stated in Section 2 above. These third parties may include:

1. Partner hospitals and medical providers in Singapore, including Singapore General Hospital, Mount Elizabeth Hospital, Gleneagles Hospital, and any other institution or specialist you have asked us to approach on your behalf;
2. Hotel and accommodation providers, including direct hotel partners and online booking platforms such as Booking.com and Agoda, where we assist you with reservations;
3. Transport providers, including limousine service operators and airport transfer companies engaged on your behalf;
4. Telecommunications providers, where we arrange local SIM cards or connectivity services for your stay;
5. Interpreters, translators, and language-support service providers engaged on your behalf;
6. Your insurance provider and associated claims administrators, where you have asked us to liaise on matters such as Guarantee of Payment;
7. Payment processors and banks, for the purpose of processing deposits, invoices, and payments;
8. Professional advisors — including our auditors, lawyers, accountants, and insurance advisors;
9. IT, cloud, and hosting service providers who help us operate our website, email, CRM, and data storage infrastructure;
10. Analytics and communications service providers, such as website analytics tools and messaging platforms;
11. Law enforcement agencies, courts, and government authorities, including the Personal Data Protection Commission of Singapore, the Ministry of Health, Immigration & Checkpoints Authority, and other statutory bodies, where disclosure is required by law; and
12. Any other party where you have given prior written consent for that disclosure.

In the event of any proposed or actual sale, reorganisation, merger, or transfer of MeTourism's business, your personal data may be disclosed to the prospective or actual acquirer and its advisors. You acknowledge that such disclosure may occur and consent to MeTourism releasing your personal data in such circumstances, subject to applicable law.

3.3 Transfer of your personal data outside Singapore

As a provider serving international visitors, we frequently transfer personal data across borders — for example, when corresponding with your home doctor, insurance provider, or family members based outside Singapore, or when using cloud services hosted overseas.

By providing your personal data to us, you consent to the transfer of your personal data outside Singapore for the purposes set out in Section 2. We will take reasonable steps to ensure that any recipient of your data outside Singapore is bound by obligations — whether by contract, law, or both — to protect your personal data to a standard comparable to that provided under the PDPA.

You also acknowledge that data protection laws in your home country may also apply to your personal data in addition to the PDPA, and that we will endeavour to act in accordance with both where applicable.

4 Our Website

4.1 Links to other sites

Our website may contain links to third-party sites — for example, to hospital websites, hotel booking platforms (such as Booking.com and Agoda), Google Maps, and external information resources. These sites have their own privacy practices, which we recommend you review. MeTourism is not responsible for the content or privacy practices of any linked third-party site.

4.2 Cookies and website analytics

A cookie is a small text file placed on your device by our web server. We may use cookies and similar technologies to:

• Remember your preferences and settings during your visit
• Understand how visitors use our website so we can improve it
• Measure the performance of our pages and identify popular content

We may also collect the following non-identifying data during your visit:

1. The date and time you accessed each page;
2. The referring URL (the page from which you arrived at our site);
3. The web browser, operating system, and device type you are using; and
4. Your approximate geographic location (by IP address, at country or city level only).

Most web browsers allow you to disable cookies. Please note that disabling cookies may affect the functionality of certain parts of our website.

4.3 Third-party messaging and booking platforms

When you contact us via WhatsApp or any other external messaging platform, your messages are subject to the privacy policy of that platform in addition to this Privacy Policy. When you book accommodation via affiliate links to Booking.com or Agoda, those bookings are governed by the terms and privacy policies of those platforms, and MeTourism does not retain the booking transaction data.

5 Your Right to Access and Correct Your Personal Data

Under the PDPA, you have the right to:

• Request access to the personal data we hold about you, and to be informed about how it has been used or disclosed in the past year
• Request correction of any personal data that is inaccurate, incomplete, misleading, or out of date

We will endeavour to ensure your personal data is accurate and current. If there are any changes to your data, please notify us directly using the contact details in Section 6 below.

We may charge a reasonable administrative fee for responding to access requests, in accordance with the PDPA. We will respond to valid requests within a reasonable time, generally not exceeding 30 days.

6 Withdrawal of Consent, Enquiries, and Complaints

If you wish to:

1. Obtain further information about how we process your personal data;
2. Withdraw your consent (in whole or part) to our collection, use, or disclosure of your personal data — noting that we may continue to retain data where there is a legal basis or where the data is necessary for ongoing services;
3. Request the transfer of your personal data to another organisation in a portable format;
4. Make any other enquiry about your personal data; or
5. Lodge a complaint regarding our handling of your personal data,

please contact our Data Protection Officer:

If you are not satisfied with our handling of your enquiry or complaint, you have the right to contact the Personal Data Protection Commission of Singapore (PDPC) at www.pdpc.gov.sg.

7 Data Security

We have implemented reasonable physical, technical, and procedural measures to protect your personal data from accidental loss, misuse, and unauthorised access, use, alteration, or disclosure. The measures we implement include:

1. Restricting access to personal data to authorised staff and contractors on a need-to-know basis;
2. Requiring all personnel handling personal data to sign confidentiality agreements;
3. Using password-protected systems, unique user credentials, and role-based access controls;
4. Terminating access rights promptly when staff or contractors cease involvement with MeTourism;
5. Keeping systems up to date with security patches, anti-virus software, and backup procedures;
6. Encrypting sensitive data in transit and at rest, where feasible;
7. Restricting the use of removable media and personal devices for handling personal data;
8. Entering into appropriate data processing agreements with third-party service providers; and
9. Conducting periodic reviews of our data handling practices.

We also take reasonable steps to ensure that any third-party service providers storing or processing your personal data have in place acceptable standards of security.

Please note, however, that the transmission of data over the internet is not completely secure. While we do our best to protect your personal data, we cannot guarantee the security of data transmitted to our website or via other electronic means.

8 Retention of Personal Data

We will retain your personal data only for as long as is necessary to fulfil the purposes for which it was collected, to comply with our legal, regulatory, or contractual obligations, or to resolve any disputes.

Typical retention periods include:

• Enquiry-only data (where no service was engaged): up to 12 months from last contact;
• Service-related data (where we coordinated appointments, accommodation, or other services for you): up to 5 years after your last service, to support post-treatment follow-up and administrative records;
• Financial and tax-related records: at least 5 years, in accordance with Singapore tax and accounting regulations;
• Marketing consents and related communications: until you withdraw consent or request deletion.

When personal data is no longer required, we will securely delete, anonymise, or destroy it in accordance with good industry practice.

9 Changes to this Privacy Policy

We may update this Privacy Policy from time to time. The most current version will always be available at metourism.sg/privacy.html, and the "Last updated" date at the top of this page will be revised accordingly. Where changes are material, we will take reasonable steps to inform you (for example, by email or a prominent notice on our website).

Your continued use of our services after any such change constitutes acceptance of the revised Privacy Policy.