Privacy Policy

Last updated: September 08, 2026

Elitrasmart Medical Suppliers Limited ("we", "our", "us") is committed to protecting and respecting your privacy. This Privacy Policy explains how we collect, use, store, and safeguard your information when you use our Customer Experience Platform (the "Platform") to share feedback about your experience at any of our branches, register as a member, or participate in our rewards program.

1. Information We Collect

When you take part in our review and provide feedback through our Platform, we collect and keep the following data:

Personal Information: Your name, email address, phone number, date of birth, and gender. You may choose to remain anonymous for feedback, but creating a member account requires your name, email, and phone number. Providing your information allows us to contact you regarding urgent issues, to reward your loyalty, and to notify you of tier upgrades and redemption decisions.
Account Information: If you register as a member, we store your name, email address, phone number, and an encrypted (hashed) password. Members can access a personal dashboard to track points, view activity history, and redeem rewards.
Feedback Data: Your overall experience rating, employee ratings across six dimensions (friendliness, helpfulness, professionalism, knowledge, customer care, speed), compliments, complaints, suggestions, Net Promoter Score (NPS), and any other responses you provide.
Automated Sentiment Analysis: We automatically analyze the sentiment (positive, negative, neutral, or mixed) of your feedback text to help us prioritize and categorize responses. A numeric sentiment score is stored alongside your feedback.
Visit Information: The branch you visited, the QR code scanned, and the date and time of your visit.
Device & Technical Information: An anonymous device token used to recognize your device, your IP address, browser type, operating system, and basic usage data.

2. How We Use Your Information

We use the information we collect for the following purposes:

To record, review, and act upon the feedback you provide.
To improve our products, services, staff training, and overall customer experience.
To recognize and reward loyal customers through our rewards program (Bronze, Silver, Gold, Diamond tiers).
To send you automated notifications, including tier upgrade alerts when you reach a new rewards tier, and redemption status updates when your reward claims are approved or rejected.
To contact you regarding urgent complaints or issues that require follow-up.
To generate anonymous, aggregated business analytics and performance reports.
To send you promotional offers, competitions, and exclusive discounts where you have provided your contact details and consented to receive them.
To comply with our legal and regulatory obligations.

3. Rewards Program & Points

When you submit feedback as a registered member, you earn loyalty points that contribute to your rewards tier. Points may also be earned by rating employees. Your points balance, tier level, and transaction history are visible on your member dashboard. Points may be redeemed for rewards from our catalog. All redemptions are subject to admin approval. Points have no monetary value and cannot be transferred. Points older than 12 months expire automatically — you will see any expired points reflected in your activity feed. Rejected redemptions have their points refunded to your balance.

4. Data We Keep

We collect and keep the data of the people who take part in the review. Your feedback, personal information (where provided), account details, reward history, and associated records are stored securely and retained so that we can track service improvements over time, maintain accurate reward balances, and keep historical performance records. Employee performance data and historical records are kept indefinitely. You may request access to, correction of, or deletion of your personal data at any time (see "Your Rights" below).

5. Cookies

Our Platform uses cookies and similar technologies to operate correctly and to improve your experience. Cookies are small text files stored on your device.

Essential cookies: These are required for the Platform to function, such as maintaining your session so that your feedback and reward points are linked to your device correctly. The Platform cannot work properly without these.
Preference cookies: These remember your settings, such as your language and light/dark theme choice.
Analytics cookies: These help us understand how the Platform is used so we can improve it. Any analytics data is aggregated and does not identify you personally.

You can control or delete cookies through your browser settings at any time. Disabling essential cookies may prevent you from completing the feedback process or earning reward points.

6. Data Sharing

We do not sell your personal information. We may share your data only:

Internally, with authorized management and staff who need it to respond to feedback and manage the rewards program.
With trusted service providers (e.g. email delivery) who process data on our behalf under strict confidentiality obligations.
Where required by law or to protect our rights, customers, or the public.

7. Data Security

We take reasonable technical and organizational measures to protect your data against unauthorized access, alteration, disclosure, or destruction. These include secure authentication, role-based access controls, encryption in transit (HTTPS), input validation, and audit logging.

8. Data Retention

We retain your personal information for as long as necessary to fulfill the purposes described in this policy, to maintain your reward history, or as required by applicable law. Feedback and historical performance records are kept permanently. Loyalty points older than 12 months are automatically expired in accordance with our rewards program rules. If you would like your personal data deleted from our records, please contact us using the details below.

9. Your Rights

As a participant in our review, you have the right to:

Access the personal data we hold about you.
Request correction of any inaccurate or incomplete data.
Request deletion of your personal data.
Opt out of marketing and promotional communications at any time.
Withdraw consent for data processing where consent is the legal basis.

10. Children's Privacy

Our Platform is not directed at children under the age of 16, and we do not knowingly collect personal information from children. If you believe a child has provided us with personal data, please contact us so we can remove it.

11. Data Deletion & Account Removal

You may request that your account and all associated personal data be permanently deleted at any time. When you request deletion:

Your account, profile details (name, email, phone number, gender), and any personal contact information will be permanently removed from our systems.
Any unredeemed loyalty points and tier status will be forfeited and cannot be recovered after deletion.
Feedback you have submitted may be anonymized and retained in aggregate for quality and business analysis, but will no longer be linked to you personally.
Financial and transaction records required by law may be retained for the period mandated by applicable regulations.

How to request deletion: Send an email to feedback@elitrasmartltd.com from the email address registered to your account, with the subject line "Request to Delete My Account". We will confirm your identity and complete the deletion within 30 days of your request.

12. Changes to This Policy

We may update this Privacy Policy from time to time. We will revise the "Last updated" date above when we do. Continued use of the Platform after any changes indicates your acceptance of the updated policy.

13. Contact Us

If you have any questions about this Privacy Policy or how we handle your data, please contact us:

Elitrasmart Medical Suppliers Limited
Email: feedback@elitrasmartltd.com
Emergency Phone: +260-XXX-XXXXXXX