Privacy policy
Silk Clinic, by Silk Labs · Last updated 8 November 2026
1. Who we are
Silk Clinic is software made by Silk Labs ("we") for clinics. It answers patients on the clinic's WhatsApp, books appointments and gives clinic staff an inbox, a schedule and patient records.
For patient data, the clinic is responsible (the controller) and Silk Labs processes the data on the clinic's behalf and on its instructions (the processor), under a written data processing agreement with each clinic. If you are a patient, the clinic you contacted decides how your data is used; you can also contact us and we will pass your request to the clinic.
2. What data is handled
| Whose | What | Why |
|---|---|---|
| Patients who message a clinic | WhatsApp name and number, messages, voice notes and photos you send, the symptoms you describe, appointments, and (if the clinic records them) visits, quotes and payments | To reply, book and manage your care at that clinic |
| Clinic staff | Name, work email, role, and a log of actions in the system | Sign-in, permissions and an audit trail |
| Clinics | Business details, branches, doctors, hours, treatments, and the WhatsApp Business account they connect | To run the service |
| Visitors to this website | Nothing beyond standard server logs. No analytics, no advertising cookies. | Security and keeping the site working |
Health information is sensitive personal data under Egypt's Personal Data Protection Law (Law 151 of 2020). It is handled only to provide care-related services the patient asked for, and with the patient's consent, which the clinic's assistant asks for at the start of the first chat.
3. How the AI assistant handles messages
- Before a message is sent to the AI model, names, phone numbers, ID numbers and email addresses are replaced with placeholders. The model sees the symptoms, not who the patient is.
- The real details are put back only inside the clinic's own system, for example to confirm a booking.
- The assistant does not diagnose, prescribe or quote prices the clinic hasn't approved. Urgent symptoms are passed to clinic staff.
- Messages are not used by us or by the AI provider to train models.
4. Where data is kept, and how it is protected
- Each clinic has its own private copy: its own database, encryption key, storage and access account, kept apart from every other clinic. Clinics in Egypt are hosted in the European Union (Google Cloud, Belgium).
- Data is encrypted in transit and at rest. Only the clinic's own server can read its database; no browser or app can read it directly.
- Clinic staff see what their role allows. Silk Labs support has no access unless the clinic owner grants it, for a limited time, and every action is logged.
5. Service providers
These companies process data for us, outside Egypt, under their own data protection terms:
- Meta (WhatsApp Business Platform): delivers messages between patients and the clinic.
- Google Cloud: hosting, database, storage and encryption keys.
- Anthropic: the AI model that drafts replies, receiving messages with identity removed.
- ElevenLabs (only if the clinic turns on voice notes): turns voice notes into text.
We do not sell personal data, and we do not share it for advertising.
6. How long data is kept
As long as the clinic uses Silk Clinic and as its own record-keeping duties require. When a clinic stops using the service, its data is handed over to the clinic and then deleted from our systems. Raw WhatsApp delivery data is deleted once the message has been processed.
7. Your rights
You can ask to see, correct or delete your data, to withdraw consent, or to stop receiving messages from the clinic. Ask the clinic directly, or email us at support@silk-labs.net and we will pass it to the clinic and help it reply. You can also complain to Egypt's Personal Data Protection Center.
8. Security incidents
If personal data is ever exposed, we inform the affected clinic within 72 hours so that it can inform patients and the authorities as the law requires.
9. Deleting a WhatsApp connection
A clinic can disconnect its WhatsApp number from Silk Clinic at any time in Settings → WhatsApp, and remove it on the phone in WhatsApp Business → Settings → Account → Business Platform. To ask us to delete data related to a connection, email support@silk-labs.net.
10. Changes and contact
We will update this page when our practices change and show the date at the top. Questions: support@silk-labs.net · Silk Labs, silk-labs.net.