Privacy Policy
Last updated 19 April 2026
Sonaro processes patient data on behalf of healthcare practices. We take that responsibility seriously. This page explains exactly what we collect, how we protect it, and what control you have.
What we collect and why
Patient data
Names, phone numbers, appointment history, and treatment types. Used exclusively to send appointment reminders, follow-ups, and review requests on your behalf.
Practice information
Business name, booking page URL, contact details, and service menu. Used to configure your dashboard and personalize patient communications.
CRM credentials
API keys or login tokens for your booking system (e.g. Fresha, Cliniko, Pabau). Used solely to sync patient and appointment data into your Sonaro dashboard. Stored encrypted at rest.
How we protect your data
Encryption
All data is encrypted in transit (TLS 1.3) and at rest (AES-256). Database backups are encrypted and stored in SOC 2 compliant infrastructure.
Access control
Your data is isolated per tenant. No other Sonaro client can see your patients, settings, or analytics. Our team accesses data only for support and debugging, under strict internal policies.
Infrastructure
Hosted on Supabase (AWS eu-central-1). Patient data never leaves the EU unless you explicitly request otherwise. WhatsApp messaging is routed through Twilio, a SOC 2 and ISO 27001 certified provider.
What we never do
No selling
Your patient data is never sold, rented, or shared with third parties for marketing or advertising purposes. Period.
No profiling
We do not build profiles of your patients for any purpose beyond delivering the services you configured (reminders, reviews, retention campaigns).
No unnecessary access
We request only the minimum CRM permissions needed to sync appointments and patient records. We never access financial data, medical records content, or billing information.
Advertising measurement
Meta Pixel and Conversions API
Our marketing pages (sonaro.ai, /book, /booked) use the Meta Pixel and the Meta Conversions API to measure the effectiveness of our own ad campaigns. These tools fire on the marketing surface only — never inside the authenticated dashboard, and never on behalf of your practice.
Hashed identifiers only
When a visitor books a consultation with us, we send Meta a limited set of hashed identifiers (email, name, browser cookie) as a one-way SHA-256 hash. Meta uses the hash to match the event to a Facebook account without ever seeing the original value. We do not share any patient data with Meta — only data about visitors to our own marketing pages.
Your opt-out
You can opt out of advertising tracking through your browser's cookie controls or through Meta's ad preferences (facebook.com/ads/preferences). Opting out does not affect access to our product.
Data deletion
On request
You can request full deletion of all your data at any time by emailing privacy@sonaro.ai. We will permanently remove all patient records, CRM credentials, analytics, and account data within 30 days.
On cancellation
When you cancel your Sonaro subscription, all data is retained for 90 days (in case you return), then permanently deleted. You can request immediate deletion at any point during this period.
Individual patients
If a patient requests removal from your communication list, you can delete them directly from the dashboard. The deletion is immediate and permanent.
Sub-processors
Supabase (database + auth)
Hosts patient data, user accounts, and application state. EU region (Frankfurt). SOC 2 Type II certified.
Twilio (WhatsApp messaging)
Delivers appointment reminders and review requests via WhatsApp. SOC 2 and ISO 27001 certified. Message content is not stored by Twilio after delivery.
Retell AI (voice agent)
Powers the AI phone assistant for appointment booking. Call recordings are retained for 30 days for quality assurance, then deleted. SOC 2 certified.
Meta (advertising measurement)
Receives hashed identifiers from visitors to our marketing pages only, as described above. Never receives any patient data.
Your rights
Access
Request a full export of all data we hold about your practice and patients at any time.
Correction
Request correction of any inaccurate data, or update it directly through the dashboard.
Portability
Receive your data in a standard machine-readable format (CSV/JSON) to migrate to another service.
Complaint
If you believe your data rights have been violated, you may lodge a complaint with your local data protection authority.
Questions?
If you have any questions about how we handle your data, reach out at privacy@sonaro.ai or contact your account manager directly.