Privacy Policy
Last updated: November 6, 2026
HHload ("we", "us") is a cross-border healthcare coordination and travel facilitation service based in Shanghai, China. This policy explains what personal data we collect through hhload.com, why we collect it, where it is stored, and the rights you have. We keep this policy short and honest — we collect as little as the service needs.
1. What we collect
| Where | Data | Why |
|---|---|---|
| Contact form | Your name, email or WhatsApp address, and the message you write | To reply to your enquiry about medical coordination or tours |
| Account registration | Your own email address or mobile number, verified by a one-time code | To create your member account and secure the chat service. We never ask for a password or payment data at sign-up |
| Chat messages | The text you send in the chat widget, and our replies (including AI-assisted drafts) | To answer your questions and keep a record of your case so any coordinator can continue the conversation |
| Technical data | Standard server logs (IP address, browser type, pages visited) kept by our hosting provider | Security, abuse prevention and site performance |
| Preferences | Your chosen language, stored in your browser's local storage | So the site opens in your language next time. This never leaves your device |
We do not use advertising networks, social-media trackers, analytics/traffic-profiling tools, or third-party cookies. We do not sell or rent your data to anyone.
2. Medical information
You may choose to share medical documents or descriptions so we can coordinate hospital appointments. We handle these with strict confidentiality, share them only with the hospital or specialist you approve, and never use them for marketing. Please send only what is necessary for your case.
3. Where your data is processed
- Website hosting & CDN: static site files are served through a commercial CDN provider; the provider keeps standard access logs for security.
- Accounts, verification codes and chat storage: processed on Tencent Cloud infrastructure by our cloud service provider, under Tencent's published service terms and privacy policy. Your verification code is sent directly from this service to the email address or phone number you provide. Verification emails are delivered from no-reply@hhload.com — that mailbox only sends, it is not monitored for replies; please write to hi@hhload.com instead.
- AI assistant: your chat message may be processed by a large-language-model service (hosted on the same Tencent Cloud environment) to generate a reply. AI replies are informational only — they are not medical advice and are always reviewed by a human coordinator when your case moves forward.
- Fonts and scripts are served from our own domain — we do not load them from Google or other third parties, so your browser does not send requests to advertising or tracking networks.
4. Who can see your data
Only the HHload coordination team, and — strictly for your treatment or trip — the hospital, doctor or licensed tour provider you have approved. We never share your data with anyone else, and we never share it for marketing.
5. How long we keep it
- Contact enquiries: up to 24 months, then deleted.
- Account data and chat history: kept while your account is active, deleted within 30 days of your deletion request.
- Server logs: kept by the hosting provider for a short security window (typically 30 days).
6. Your rights
You may at any time ask us to:
- send you a copy of the personal data we hold about you;
- correct anything that is wrong;
- delete your account and all chat history;
- withdraw consent and stop processing.
Write to hi@hhload.com — we reply within 7 days. You can also delete your account yourself: click your avatar in the top-right corner of hhload.com and choose sign-out, then email us to confirm full deletion.
7. Cookies and local storage
We use no tracking cookies. We store two small items in your browser's local storage: your language preference, and your PWA "don't show install prompt again" choice if you dismiss it. Both stay on your device and can be removed by clearing site data in your browser.
8. Children
Our services are intended for adults. We do not knowingly collect data from children under 14; if you believe a child has contacted us, tell us and we will delete the data.
9. Changes to this policy
If we change this policy materially, we will update the date at the top and, for registered members, notify by email.
10. Contact
HHload, Shanghai, China · hi@hhload.com
Disclaimer: HHload is a healthcare facilitator, not a medical provider. Nothing on this site or in our chat is a medical diagnosis or treatment advice. All medical opinions are provided by licensed physicians in our partner hospitals.