Privacy Policy

Last updated: 12 October 2026

1. Introduction

Welcome to The Medico Mentor. This Privacy Policy explains how The Medico Mentor (SMC-Private) Limited collects, uses, discloses, and safeguards your information when you use our application and services. We value your privacy and are committed to protecting your personal data. If you do not agree with this policy, please do not use the Service.

2. Information We Collect

Personal Data

We may collect personal information you provide, including:

• Email address
• First and last name
• Phone or WhatsApp number, if you give one
• Profile picture
• Educational background, course, academic year and institution
• Your plans, their coverage and the dates your access runs until
• Messages and screenshots you send to our support team

Usage Data

We automatically collect certain information when you use the Service, including device information, browser type, IP address, sign-in times, features used and duration of use, tests attempted, and course progress and completion statistics.

Analytics

We use analytics tools (such as Google Analytics) to understand how users interact with the Service, including pages/screens viewed, time spent, and features accessed.

3. How We Use Your Information

• Providing, maintaining and personalizing our services
• Processing payments and activating the plans you buy
• Keeping the records of payments and their delivery that the law and our payment provider require
• Responding to refund requests and payment disputes
• Analyzing usage patterns to improve the Service
• Communicating with you about your account, purchases, updates and support
• Preventing fraud, account sharing and misuse, and enhancing security

4. Payment Information

4.1 Online payments through Safepay

Online payments are processed by Safepay (Private) Limited, a payment service provider authorised by the State Bank of Pakistan, together with the banks and card networks it works with. You enter your card details on Safepay's secure checkout page, not on ours. Safepay collects and protects that information under its own privacy policy and the card industry's data security standard (PCI DSS). We never see or store your full card number, card security code, one-time passwords or banking passwords.

If you pay by Raast on our checkout page, you enter your Raast ID (the mobile number linked to your account) or your IBAN. We pass it to Safepay so it can send the payment request to your bank or wallet app, which you approve there.

4.2 What we keep about each payment

For every purchase we keep a payment record that contains:

• the order ID, which for online payments is the Safepay tracker ID;
• the amount and currency, the plan, and the course and year it covers;
• the date and time of the order and of the payment, and its status;
• your acceptance of our Terms, Refund Policy and Delivery Policy at checkout: when you agreed, which version of the policies, and the IP address and browser used;
• when your Premium was activated and the period it covers;
• for online payments, what Safepay reports about how you paid: for Raast, the paying bank or wallet, the account title, a partly hidden IBAN and the Raast transaction reference; for cards, the card type, the issuing bank, the first six and last four digits and the expiry date;
• for payments made through our support team: the payment method, the transaction ID, the screenshot you sent, and which team member verified it.

4.3 Records used in payment disputes

If you dispute a payment with your bank or card issuer (a chargeback), or raise a Raast dispute, we may share the payment record above, together with records of your account activity (such as sign-in times, tests attempted, and the IP address and device used), with Safepay and the banks deciding the dispute. We do this to show that the service was bought and delivered, and we share only what is needed for the dispute.

5. Disclosure of Your Information

We do not sell your personal data. We share it only as follows:

• Service providers who help us run the Service, such as hosting, email, analytics and file storage providers, under agreements that protect your data.
• Our payment provider Safepay, and through it the acquiring banks and card networks, to process payments and refunds, to prevent fraud, and to handle payment disputes.
• Regulators and authorities, such as the State Bank of Pakistan, tax authorities, law enforcement agencies or courts, when the law requires it or when needed to protect our rights or the safety of others.
• A successor in connection with a merger, acquisition or other business transfer, under the same protections.

6. Data Retention

We keep your personal data only for as long as we need it for the purposes described in this policy. In particular:

• Payment records (section 4.2) are kept for at least ten (10) years from the date of the payment, as required by our payment provider and the rules that apply to payments in Pakistan. They are kept even if your account is deleted.
• Account and activity data is kept while your account is open. After your account is deleted it is removed, except for what is needed for payment records, for an open refund request or payment dispute, or for other legal reasons.

7. Your Rights

You have the right to access your personal data, correct inaccurate data, request deletion of your account and associated data, and request a copy of your data. To delete your account, email support@themedicomentor.com from the email address of your account, or message us in the app under Profile, Contact Support. We confirm the request with you and delete the account within 7 working days; your account data and personal preferences are then removed, subject to the records we must keep under section 6.

8. Children's Privacy

The Service is not directed at individuals under the age of 13 (or the applicable age in your jurisdiction). We do not knowingly collect personal information from children. If you believe we have inadvertently collected such information, please contact us and we will delete it.

9. Security

We implement appropriate technical and organizational measures to protect your personal data against unauthorized access, alteration, disclosure, or destruction. Access to payment records is limited to the staff who need it. However, no method of transmission or storage is 100% secure, and we cannot guarantee absolute security.

10. Changes to This Policy

We may update this Privacy Policy from time to time. We will notify you of material changes by posting the updated policy on this page and revising the "Last updated" date. You are advised to review this policy periodically.

11. Contact Us

If you have any questions about this Privacy Policy, please contact us:

The Medico Mentor (SMC-Private) Limited
SECP Incorporation No. 0340110 · NTN J213638
F.No 14, 3rd Floor, College Town Plaza, Opposite Govt Postgraduate College, Pindi Road, Kohat, Khyber Pakhtunkhwa, Pakistan
Email: support@themedicomentor.com
Website: themedicomentor.com