Who we are
SierraBay Health is operated by SIERRA BAY GROUP Corporation ("SierraBay", "we", "us"). We coordinate medical assistance for international patients, travelers and expats, working with network hospitals, insurers and emergency providers.
This Privacy Policy explains how we handle personal data in our mobile apps, SierraBay Health (iOS and Android, including its Apple Watch and Wear OS companions) and Global Excel Health (a dedicated app for Global Excel members), this website and our support channels. Where the apps differ, this policy says so. We are responsible for the personal data described here. You can contact us at any time at support@sierrabayhealth.com.
Information we collect
Information you give us
- Account and identity: first and last name, email address, phone number, date of birth, gender, nationality and passport or ID number. Your password is stored only in hashed form. Global Excel Health only asks for your name, email, password and Global Excel policy number to sign up, and verifies your email with a code.
- Insurance: insurance company, policy number, photos of your insurance card and the documents of your Verification of Benefits (VoB).
- Health information: the symptoms, urgency level, notes and medical documents you share when you request assistance, and the records of the cases we coordinate for you.
- Photos, video and audio: the evidence you choose to attach to an assistance request, your document photos and your profile photo.
- Support messages: what you write to us by email, phone or the contact form.
Information collected when you use the app
- Precise location: only when you request assistance or search for nearby hospitals, so the medical team can reach you and the app can show hospitals around you. The app does not track your location in the background.
- Wellness activity: the routines you complete, your favorites and your daily reminder settings.
- Device and technical data: device model and name, operating system, app version, push notification token, and server logs such as IP address and request times, used for security and to keep the service running.
We do not use advertising SDKs, we do not track you across other companies' apps or websites, and we do not sell your personal data.
Apple Health and Health Connect
If you choose to connect Apple Health (HealthKit) on iPhone or Health Connect on Android, the app reads data such as heart rate, heart rate variability, blood oxygen, respiratory rate, steps, calories, distance, sleep and, if you enable it, cycle tracking, to show your vital signs inside the app.
- SierraBay Health: this data is read and displayed on your device only; the app does not send it to our servers.
- Global Excel Health: the data is displayed on your device and, only when you send a request for medical assistance, a snapshot of your latest readings (such as heart rate, blood oxygen and respiratory rate) is attached to that request so the medical team can assess your situation. It is stored with your case, protected like the rest of your health information, and shared only with the providers who attend you.
- It is never used for advertising or marketing, never sold, and never shared with third parties for those purposes.
- You can revoke access at any time in the Health app (iPhone) or in Health Connect settings (Android).
How we use your information
- To create and manage your account and verify your identity.
- To verify your insurance benefits (VoB) with your insurer.
- To receive, coordinate and follow up on your requests for medical assistance, including sharing them with the hospitals and providers that will attend you.
- To show you nearby network hospitals and directions to them.
- To send you service notifications, such as updates on your case or your VoB, and the wellness reminders you turn on.
- To answer your support requests.
- To keep the service secure, prevent fraud and fix problems.
- To comply with legal, accounting and insurance obligations.
We use health information only to provide and coordinate your care, never for advertising.
Consent and legal basis
Health, insurance and identity data are sensitive personal data. We process them with your express consent, which you give when you create your account, and because they are necessary to provide the service you request. In a medical emergency we may also process them to protect your life or health. Technical data is processed to keep the service secure and working.
You can withdraw your consent at any time by deleting your account or writing to us. Withdrawing consent does not affect processing already carried out, and without this data we cannot coordinate medical assistance for you.
International transfers
Our servers are located in the United States, and the hospitals, insurers and providers involved in your care may be in Mexico, elsewhere in Latin America, the United States or your home country. When we transfer your data across borders, we do so to provide the service you requested and with safeguards appropriate to the recipient.
How long we keep it
- We keep your data while your account is active.
- When you request account deletion, you have 30 days to cancel the request by signing in again. After that, your account and personal data are deleted or anonymized.
- Records we are legally required to keep, such as assistance cases, VoBs and claims, are kept in anonymized form for up to 5 years for accounting, insurance and legal purposes.
Security
- All communication between the app and our servers is encrypted in transit (HTTPS/TLS).
- Sensitive files, such as your profile photo, are stored encrypted, and access to them requires a signed, time-limited link.
- Access to personal data is restricted to authorized staff who need it for their work.
- You can turn on two-factor authentication in the app for an extra layer of protection.
No system is completely secure. If we detect a security incident that affects you, we will notify you as the law requires.
Your rights
You can access your data, correct it, ask us to delete it, object to or limit its use, withdraw your consent and, where applicable, receive a copy of it (in Mexico these are known as ARCO rights).
- Most of your data can be viewed and corrected in the app, under Profile.
- You can delete your account from the app in Profile > Delete my account and data, or from our Support page.
- For any other request, write to support@sierrabayhealth.com from the email of your account. We may ask you to confirm your identity and will respond within 20 business days.
If you are not satisfied with our answer, you can contact the data protection authority of your country.
Children
SierraBay Health is intended for adults. Minors can only be registered or assisted through a parent or legal guardian, who provides their information and consent on their behalf. If you believe a minor has given us data without that consent, contact us and we will delete it.
Changes to this policy
We may update this policy when our services or the law change. We will publish the new version on this page with its effective date and, if the changes are significant, we will notify you in the app or by email.
Contact us
For questions about this policy or your data, write to support@sierrabayhealth.com or call +52 322 157 2415.