Privacy policy

Last updated: 14 August 2026

Who answers for your data. If you have written to a clinic’s virtual assistant, the clinic is the one that decides what happens to your data (controller). RivoBase merely operates the software, on the clinic’s instructions (processor). For requests concerning your data, write to the clinic; it has the buttons in its panel with which it answers you. If you receive no answer, write to us and we will put you in touch.

If you have requested a demonstration from our website, you are in a different case from the rest of this page. There RivoBase is the controller, not the processor: we decide what we do with what you filled in. We process your name, the name of the clinic, the e-mail address, the telephone number and your message only in order to contact you about the demonstration, on the basis of the legitimate interest in answering acommercial enquiry (art. 6(1)(f)). We keep them for 12 months from the last exchange, then we delete them. We do not use them for anything else, we do not sell them and we do not carry out profiling. An internal notice with the first name and the name of the clinic goes to a private Telegram group, so that we know you have written — your contact details and the text of the message do not travel on this channel. You may ask for deletion at any time, at contact@rivobase.com.

1. What data we process

Only what is necessary for us to be able to book you in. The assistant has an explicit instruction not to ask for your CNP (the Romanian personal numeric code), the series and number of an identity document, a health card number, an address, a date of birth or bank details — and not to repeat them if you give them anyway.

Category	What it contains	Why
Booking	the name you give, the telephone number (if you give it), the service, the time, the doctor	so that the visit exists in the clinic’s schedule and so that you receive a reminder
Conversation	what you wrote or said, what the assistant replied, the language, the channel	so that the discussion can continue and so that what the bot told you can be proven
Hand-over to reception	what you asked, the exact words that led to the hand-over, and the name and number you want to be called back on (if you give them)	when the bot may not answer — a medical question, an emergency, or you asked for a person — so that someone at the clinic can take the case and call you back
Conversation identifier	a random code, with no name and no number, kept for 30 days in your browser (a cookie of ours, plus the chat page’s own memory)	so that the discussion continues if you reload the page, and so that two messages sent in quick succession do not produce two bookings
Telephone call	the number you call from, the duration, the transcript (if it is enabled)	the same reason as above, for the voice channel
Handover to the front desk	the reason, a summary and the sentence that triggered the handover	so that a person at the clinic sees exactly what you wrote and calls you

About health data. We never ask you for it. But if you write “my chest hurts” in order to obtain an appointment, that sentence is data concerning health and we keep it as such — it reaches the clinic’s front desk, which has to read it in order to help you. That is precisely why the assistant asks no further questions about symptoms and never gives medical advice: at any sign of an emergency it tells you to call 112 and hands the conversation over to a person.

2. The legal basis

Performance of a contract (art. 6(1)(b)) — the booking itself: without a name and a time there is no visit.
Legitimate interest (art. 6(1)(f)) — keeping the conversation as proof of what the assistant said, and the technical limits that stop abuse.
Health care (art. 9(2)(h)) — for the information about health that you write of your own initiative, under the clinic’s professional secrecy.

The final basis for each processing operation is established by each clinic together with its lawyer, in the processing agreement signed with RivoBase.

3. Who else sees the data

The complete and up-to-date list of the providers through which the data passes is public: RivoBase’s subprocessors. In short: the server is in Romania, the language model is provided by Anthropic, and on WhatsApp the messages pass through Meta. We do not sell data and we do not use it for advertising.

4. How long we keep it

The period is set by the clinic — it decides how long it keeps its patients’ data. By default it is 90 days. Deletion runs automatically, every night.

What	What happens at the end of the period
Conversations, messages, call transcripts	are deleted permanently
Bookings	remain without a name and without a telephone number
Handovers to the front desk	remain without text and without identity
The who-read-what log	24 months, then it is deleted

The backups. After deletion, the data still exists in the database’s backup archives until they rotate — 14 days at most. The archives are encrypted, they are accessible to no one during this interval and they are not used for anything. We do not claim that the disappearance is instantaneous, because it is not.

5. Your rights

You have the right to find out what data we hold (art. 15), to receive it in a file (art. 20), to correct it (art. 16), to ask for its deletion (art. 17) and to object to the processing (art. 21). A request is dealt with within one month at most.

What this looks like in practice. The clinic has a button in its panel that gathers everything that exists about your telephone number and gives you a file, and a second one that deletes. Deletion permanently removes everything you wrote or said; the bookings remain in the clinic’s schedule without a name and without a telephone number, because the slot had been taken and the clinic needs its own history. The operation cannot be undone.

If you are dissatisfied, you may address ANSPDCP — Autoritatea Națională de Supraveghere a Prelucrării Datelor cu Caracter Personal, the Romanian data protection authority (dataprotection.ro).

6. You are talking to a program, not to a person

The assistant that answers you is a program with artificial intelligence. It tells you so from its very first line, on every channel, and confirms it whenever you ask. It can get things wrong; that is why it gives no medical advice, does not interpret symptoms and hands the conversation over to a person whenever the situation goes beyond a booking. You may ask to speak to a person at any time — just say so.

7. Contact

For the data processed by a clinic, write to that clinic. For the platform: contact@rivobase.com.

This page does not stand in for legal advice. It is the platform’s working document, built from the real technical inventory of the data. Each clinic remains responsible for informing its own patients, validated by its own lawyer.