Last Updated: September 2026

At HOPES.LK, we respect your privacy and are committed to protecting the personal information you provide when using our website, booking services, and healthcare and wellbeing platform.

This Privacy Policy explains what information we collect, why we collect it, how we use it, when it may be shared, and the choices and rights available to you.

By using HOPES.LK, you acknowledge the practices described in this Privacy Policy.

1. About This Privacy Policy

This Privacy Policy applies to information collected through:

• The HOPES.LK website
• Appointment and consultation bookings
• Professional profiles
• Contact forms
• Online consultations
• Communications with HOPES.LK
• Articles, resources, and other website features
• Other services provided through the HOPES.LK platform

HOPES.LK may act as a platform connecting users with healthcare and wellbeing professionals. Depending on the service involved, information may also be processed by the relevant healthcare professional or service provider.

2. Information We Collect

We collect information that is necessary to provide and improve our services.

Personal Information

Depending on how you use HOPES.LK, this may include:

• Full name
• Email address
• Telephone number
• Date of birth or age, where necessary
• Location or general geographic information
• Account information
• Appointment information
• Communication preferences

Booking Information

When you book a consultation, we may collect information such as:

• Your selected focus area
• Selected service
• Preferred professional
• Session modality
• Preferred date and time
• Appointment status
• Booking history

The HOPES.LK booking process currently asks users to provide information including their name, focus area, session modality, preferred date, and email address.

Health-Related Information

Where necessary to provide a requested healthcare or counselling service, you or your healthcare professional may provide information relating to your health or wellbeing.

This may include information concerning:

• Physical health
• Psychological or emotional wellbeing
• Medical history
• Symptoms
• Treatment information
• Relevant lifestyle information
• Other information you voluntarily provide to a healthcare professional

Please do not provide detailed medical or mental health information through general website contact forms unless specifically requested through an appropriate secure channel.

Health information can constitute specially protected personal data under Sri Lanka’s data protection framework, so HOPES.LK should only collect and process such information where there is a lawful and appropriate basis for doing so.

3. Information We Collect Automatically

When you visit HOPES.LK, certain technical information may be collected automatically.

This may include:

• IP address
• Browser type
• Device type
• Operating system
• Approximate location
• Pages visited
• Date and time of visits
• Referring website
• Website interaction information
• Technical and diagnostic information

We may use this information to:

• Operate the website
• Improve website performance
• Understand how users interact with our website
• Detect security issues
• Prevent fraudulent or abusive activity
• Maintain website functionality

4. Cookies and Similar Technologies

HOPES.LK may use cookies and similar technologies to provide essential website functionality and understand how visitors use the website.

Cookies may be used for:

• Essential website functions
• Session management
• Security
• Analytics
• Website performance
• User preferences

Where required, we will request your consent before using non-essential cookies.

You may also control or disable cookies through your browser settings. However, disabling certain cookies may affect some website functionality.

5. How We Use Your Information

We may use your personal information to:

• Create and manage appointments
• Connect you with appropriate healthcare or wellbeing professionals
• Process booking requests
• Confirm appointments
• Send appointment reminders
• Communicate appointment changes
• Facilitate online consultations
• Respond to enquiries
• Provide customer support
• Improve our services
• Maintain website security
• Prevent fraud and misuse
• Maintain appropriate business and service records
• Meet legal and regulatory obligations
• Communicate important service updates

We will not use your personal information for purposes that are incompatible with the purpose for which it was collected unless permitted or required by applicable law.

The Sri Lankan PDPA includes principles requiring personal data processing to be lawful, purpose-specific, accurate, appropriately retained, secure, transparent, and accountable.

6. Healthcare and Counselling Information

We recognise that information relating to health, mental health, counselling, sexual health, pregnancy, and other personal matters can be particularly sensitive.

Where healthcare or counselling information is processed:

• Access should be limited to authorised persons who need the information.
• Information should only be used for appropriate and legitimate purposes.
• Appropriate technical and organisational safeguards should be applied.
• We will not intentionally sell your health information to third parties.
• We will not use sensitive health information for unrelated advertising purposes without an appropriate lawful basis and, where required, your consent.

Your healthcare professional may maintain separate clinical records relating to your consultation. Those records may be subject to the professional’s own privacy and record-keeping obligations.

7. Sharing Your Information

We may share relevant information with:

Healthcare Professionals

Information necessary to arrange or provide your requested consultation may be shared with the selected or assigned healthcare professional.

Service Providers

We may use trusted third-party providers to help operate HOPES.LK, including providers for:

• Website hosting
• Appointment management
• Email delivery
• SMS or messaging
• Payment processing
• Video consultations
• Analytics
• Security
• Technical support

These providers should only receive information necessary to perform their services for us, subject to applicable agreements and legal requirements.

Legal and Regulatory Authorities

We may disclose personal information where required or permitted by applicable law, regulation, court order, or lawful government request.

Safety and Emergencies

Information may be disclosed where necessary to protect the vital interests or safety of an individual or others, where permitted or required by applicable law.

8. Third-Party Services

HOPES.LK may use third-party platforms and services to support functionality such as:

• Online payments
• Video consultations
• Appointment scheduling
• Calendar synchronisation
• Email communications
• Analytics
• Website security

Third-party services may process information according to their own privacy policies and terms.

Where third-party services are used to process personal information on our behalf, we seek to use appropriate contractual, technical, and organisational safeguards.

9. Online Video Consultations

Where consultations are conducted through encrypted or secure video technology, information necessary to arrange and facilitate the consultation may be processed by the relevant technology provider.

HOPES.LK currently describes its online consultations as using end-to-end encrypted video.

Users should:

• Use a private environment for consultations.
• Avoid using public computers.
• Protect their login credentials and devices.
• Avoid recording consultations without appropriate permission.
• Avoid sharing consultation links with others.

No internet-based system can guarantee absolute security.

10. Payment Information

If payments are processed through HOPES.LK or a third-party payment provider, payment information may be processed by the relevant payment service provider.

Where possible, payment card information should be handled directly by the payment provider rather than stored by HOPES.LK.

We may retain limited transaction information, such as:

• Transaction reference
• Payment status
• Amount
• Date
• Refund information

We do not intend to store full payment card details unless specifically required and lawfully permitted.

11. Appointment Information

We may retain appointment information including:

• Appointment date
• Appointment time
• Selected professional
• Service
• Session modality
• Booking status
• Cancellation or rescheduling information

This information may be used to manage appointments, provide customer support, maintain records, and meet applicable legal or business requirements.

12. Communications

We may contact you through:

• Email
• Telephone
• SMS
• Messaging services
• Other communication methods you provide

These communications may include:

• Appointment confirmations
• Appointment reminders
• Rescheduling notices
• Cancellation notices
• Important service information
• Responses to enquiries
• Security notifications

Where permitted, we may also send information about HOPES.LK services, resources, or updates.

You may opt out of non-essential marketing communications at any time.

You may continue to receive essential service-related communications even if you opt out of marketing.

13. Marketing

HOPES.LK does not sell your personal information.

We may use general website analytics and non-sensitive information to understand website usage and improve our services.

We will not use sensitive health or counselling information for targeted advertising without an appropriate lawful basis and, where required, your consent.

14. Data Security

We take reasonable technical and organisational measures designed to protect personal information from:

• Unauthorised access
• Unauthorised disclosure
• Loss
• Misuse
• Alteration
• Destruction

Security measures may include:

• Access controls
• Authentication
• Encryption where appropriate
• Secure hosting
• Monitoring
• Regular software updates
• Restricted access to sensitive information

However, no online system can be guaranteed to be completely secure.

If we become aware of a data security incident that requires notification under applicable law, we will take appropriate steps in accordance with legal requirements.

15. Data Retention

We retain personal information only for as long as reasonably necessary for the purposes for which it was collected, including:

• Providing services
• Managing appointments
• Maintaining appropriate healthcare or business records
• Resolving disputes
• Preventing fraud
• Meeting legal obligations
• Protecting our legitimate interests

Different categories of information may have different retention periods.

Where information is no longer required, we will take appropriate steps to securely delete, anonymise, or otherwise dispose of it, subject to applicable legal and professional record-retention requirements.

16. Your Data Protection Rights

Subject to applicable law and any relevant exceptions, you may have rights relating to your personal information.

These may include the right to:

• Request access to personal information we hold about you.
• Request correction of inaccurate or incomplete information.
• Request deletion or erasure where legally applicable.
• Withdraw consent where processing is based on consent.
• Object to certain processing.
• Request restriction of certain processing.
• Request information about how your personal information is processed.
• Make a complaint regarding the handling of your personal information.

Sri Lanka’s PDPA provides data-subject rights including access, withdrawal of consent or objection, rectification/completion, and erasure, subject to the Act and applicable exceptions.

17. Children and Minors

Certain HOPES.LK services may relate to children and adolescents.

Where a service involves a minor, we may require a parent, guardian, or other legally authorised person to provide appropriate consent or information.

We will take appropriate measures when processing children’s personal information in accordance with applicable law.

18. International Data Transfers

Some technology and service providers used by HOPES.LK may process information outside Sri Lanka.

Where personal information is transferred internationally, HOPES.LK will take appropriate measures required by applicable law to protect that information.

The specific countries and providers involved may change as our technology infrastructure develops.

19. Third-Party Websites

HOPES.LK may contain links to websites or services operated by third parties.

This Privacy Policy does not apply to those third-party websites.

We encourage you to review the privacy policies of third-party websites before providing them with personal information.

20. Professional Profiles and Reviews

Healthcare professionals may have profiles containing information such as:

• Name
• Professional title
• Qualifications
• Specialisations
• Experience
• Professional photographs
• Services
• Availability
• Ratings or reviews

Where reviews or testimonials are published, HOPES.LK may process information necessary to display and manage those reviews.

We will not publish private health information about a person without an appropriate lawful basis or permission where required.

21. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect:

• Changes to our services
• Changes in technology
• Changes in legal requirements
• Changes to our data-processing practices
• Improvements to our privacy practices

When we make changes, we will update the Last Updated date at the top of this page.

Where required by law, we will provide additional notice or obtain consent for material changes.

22. Contact Us

If you have questions about this Privacy Policy or how HOPES.LK handles your personal information, please contact us.

HOPES.LK

Email: info@hopes.lk
Phone: 077 507 3636