A children's doctor you can trust, from home.

Who we are

Hello Doctor (hellodr.la) connects parents in Laos with children's doctors for paid online consultations. Contact: privacy@hellodr.la.

What we collect

Your phone number, to sign you in with an SMS code, and your name if you give it.

Your children's names, dates of birth, sex, weight, allergies and conditions, and the symptoms, photos, videos and messages you send to the doctor.

Payment references from BCEL OnePay. We never see your bank card or banking password.

In the app: a device token for notifications and the app version.

Our servers record the IP address and basic device details of each request, to keep the service secure and to investigate problems. These logs are deleted automatically as they rotate.

If you choose WhatsApp updates: the time you agreed, and whether each update was sent, delivered, read or failed. If you write to our WhatsApp number, we note that a message arrived, not what it said.

In the chat you can also send PDF files (for example a test result) up to 20 MB.

How we use it

Only to run your consultation: show it to the doctor you chose, send you notifications, take payment and keep financial records. We do not sell your data or use it for advertising.

Notifications on your lock screen never show your child's name, symptoms or the text of a message; open the app to read them.

Who can see it

The doctor you pay sees your child's details and the consultation. Hello Doctor support staff can see a consultation when you ask for help, or when a payment or reply-time problem needs checking. Every staff action is logged.

Ratings and complaints

After a consultation you can rate it: stars, a few tags, whether you would recommend the doctor, and an optional comment. You can change it for 7 days.

The doctor sees your rating and comment, but not your name. Your stars, tags and comment may also appear on the doctor's public page at hellodr.la, shown only with your child's age group and the date, never with your name, your child's name or your phone number. Ratings are never edited or removed for payment.

If you report a problem, we keep what you wrote, the reason and whether you asked for a refund as a support request linked to the consultation. Our support team reads it. The doctor is told only the reason and the case number, never who you are.

If you delete your account, we delete your comment and keep only the stars, so the doctor's average stays fair.

Services we use

Our servers are in Singapore; photos, videos and voice notes are stored on DigitalOcean Spaces in Singapore. We use Twilio for SMS and WhatsApp codes (we may use Infobip for SMS instead), Google Firebase Cloud Messaging for notifications, Amazon SES for email, BCEL OnePay for payments (BCEL confirms payments through PubNub) and Sentry for error reports, from which names, messages and health details are removed. They process data only to provide these services.

If you turn on WhatsApp updates, or receive a sign-in code on WhatsApp, Meta (WhatsApp) processes your phone number and each message to deliver it. Updates carry only a case number, reply time or amount, never your child's name or symptoms.

How we protect it

Connections are encrypted (HTTPS). Photos and videos are stored privately and shown only through short-lived links to the people on the case. The app is locked with your PIN or Face ID / fingerprint.

How long we keep it

Consultations are medical records and payments are financial records, so we keep them after a consultation ends, for as long as Lao law requires for such records. If you delete your account, we delete your children's profiles and their photos, videos and voice notes, your support requests and your sign-in code records, and we remove your phone number and name. A record of each consultation and payment is kept without anything that identifies you or your child.

Doctor applications

Doctors who apply at hellodr.la/join give us their names, specialty, hospital, licence number, optional email and short bio, and photos or scans of their medical licence. We use them only to check the application. Licence documents are stored privately and only our review team can see them.

We keep applications and licence documents as the record of how a doctor was verified, as long as we keep other records. An applicant who deletes their account before approval has the application and its documents deleted.

Your choices

You can see your consultations in the app, change your language, and delete your account in the app (Profile → Delete account) or by writing to privacy@hellodr.la.

Doctors: in the app, Profile → Delete account sends us a request; we close the account and delete your personal data within 30 days, after paying out any balance. Consultation and payment records are kept without your name.

WhatsApp updates are off unless you choose them. Turn them off in the app (Profile) or reply STOP to our WhatsApp number.

Children

Accounts belong to parents or guardians. Children do not use Hello Doctor themselves.

Changes

If we change this policy, we update this page and the date above.

The service

Hello Doctor lets you send your child's symptoms to a doctor and chat with them in a paid consultation. It is not an emergency service. If your child is very unwell, go to the nearest hospital now.

Medical advice

Doctors advise on what you send. They cannot examine your child in person and may ask you to see a doctor face to face.

Fees and payment

The doctor's fee and reply time are shown before you pay. You pay with BCEL OnePay. Hello Doctor holds the payment until the doctor accepts your case and keeps a platform fee from it.

Reply time

The reply clock runs only during the doctor's consultation hours shown before payment. If a doctor does not reply in time, our support team follows up.

Cancellations and refunds

If a paid case is cancelled before the doctor replies, we refund the full fee by bank transfer. Contact support@hellodr.la.

Using the service

Give true information about your child, do not share your account, and be respectful in the chat.

Contact

support@hellodr.la

In the app

Open Hello Doctor, go to Profile → Delete account, and confirm.

By email

If you can no longer use the app, write to privacy@hellodr.la and include the phone number you signed in with. We confirm by SMS to that number before deleting.

What is deleted

Your children's profiles and their photos, videos and voice notes, your support requests and your sign-in code records are deleted. Your phone number and name are removed, and you are signed out on every device. A record of each consultation and payment is kept without anything that identifies you or your child, because these are medical and financial records.

Open consultations

If a consultation is waiting for the doctor or still open, finish it first or ask support to cancel and refund it.