Tong Hai Medical Pte. Ltd.
UEN: 201601152C

Practical Care. Local Commitment.

1. Introduction

Tong Hai Medical Pte. Ltd. (“Tong Hai Medical”, “we”, “us” or “our”) respects the privacy of individuals whose personal data we collect, use, disclose or otherwise process.

This Data Protection Notice explains our personal data protection practices in connection with our retail operations, website, customer communications, orders, deliveries, after-sales services and other business activities.

We are committed to handling personal data responsibly and in accordance with Singapore's Personal Data Protection Act 2012 (“PDPA”) and other applicable laws.

This notice applies to our customers, prospective customers, caregivers, family members, authorised representatives, delivery recipients, visitors and other individuals who interact with Tong Hai Medical.

2. Personal Data We May Collect

Depending on the nature of our interactions, we may collect the following personal data:

• Names, telephone numbers, email addresses, delivery addresses and other contact information.

• Product enquiries, orders, invoices, purchase histories, payment confirmations, refund information and transaction records.

• Product preferences, requested specifications and information reasonably necessary to assist with medical or healthcare product requirements.

• Names and contact numbers of caregivers, domestic helpers, family members or other representatives involved in ordering or receiving goods.

• Limited information about children, such as their first names and years of birth, provided by a parent or guardian for discount eligibility.

• Recipient names, room numbers and bed numbers where necessary for deliveries to nursing homes, hospices, hospitals and other healthcare establishments.

• Telephone call recordings and customer communications.

• Delivery instructions, delivery photographs and proof-of-delivery records.

• CCTV video and audio recordings at our premises.

• Website-related technical information, including IP addresses, browser and device information, usage information and cookies, where collected by our website or service providers.

We seek to collect only information reasonably necessary for the relevant purposes.

Customers are encouraged not to provide unnecessary medical diagnoses, identification documents, financial credentials or other sensitive information.

3. Purposes of Collection, Use and Disclosure

We may collect, use or disclose personal data for purposes including:

• Responding to enquiries and providing product information or assistance.

• Processing orders, payments, deliveries, collections, cancellations, exchanges and refunds.

• Verifying customer identity, transactions and discount eligibility.

• Coordinating with caregivers, family members, authorised representatives and receiving organisations.

• Providing after-sales support, product servicing and warranty assistance.

• Maintaining customer records, transaction histories and accounting documentation.

• Confirming delivery instructions and documenting delivery completion.

• Investigating discrepancies, complaints, incidents and disputes.

• Monitoring and improving customer-service quality.

• Protecting customers, employees, visitors, merchandise and premises.

• Preventing and investigating suspected fraud, theft or other unauthorised activities.

• Complying with legal, regulatory, accounting and tax obligations.

• Sending service-related communications, customer feedback invitations and promotional information where permitted by applicable law.

We may also process personal data for purposes reasonably related to the above, subject to applicable notification, consent and legal requirements.

4. Consent and Notification

We collect, use and disclose personal data with consent where required, or where consent is deemed or an applicable exception permits such processing under the PDPA.

Where appropriate, we will notify individuals of the purposes for which personal data is collected, used or disclosed.

If you provide personal data relating to another individual, you should ensure that you are authorised to do so and that any applicable consent or notification requirements have been satisfied.

We may verify the identity or authority of individuals acting on another person's behalf, particularly when handling confidential information, changes to orders or refund requests.

5. Customer Records and Point-of-Sale Systems

Tong Hai Medical uses Lightspeed and other business systems to maintain customer, product and transaction records.

These records may include customer names, contact details, delivery addresses, purchase histories, product preferences and relevant notes required for customer assistance.

Where a parent or guardian requests a discount for an eligible child, we may collect limited information, such as the child's first name and year of birth, to verify eligibility and administer the benefit.

We do not routinely require identification documents for children's discount eligibility.

Where orders are arranged by caregivers, domestic helpers or family members, we may record their names or contact numbers for order coordination and communication.

Access to customer records is limited according to legitimate work responsibilities.

6. Telephone Calls and Call Recordings

Telephone calls made to or received by Tong Hai Medical through our business telephone system may be recorded.

Call recordings may be used for customer-service quality assurance, staff training, order and delivery verification, complaint investigation, dispute resolution and related legitimate business purposes.

Incoming callers are informed of call recording through our telephone announcement.

Call recordings are generally retained for approximately 6 months, subject to the applicable system settings. Relevant recordings may be preserved longer where reasonably necessary for an investigation, dispute or legal obligation.

Access to recordings is limited to authorised personnel and relevant service providers where necessary.

7. WhatsApp, Email and Electronic Communications

Tong Hai Medical uses a shared company WhatsApp Business account, email and other designated communication channels to manage customer enquiries, orders, payment confirmations, deliveries and after-sales assistance.

Communications may contain contact information, purchase details, delivery instructions, photographs, payment references and other information provided during customer interactions.

Relevant communications may be accessed by authorised employees through designated company devices and systems.

Communication records may be retained for customer service, ongoing transactions, accounting support, after-sales assistance, complaint handling, dispute resolution or other legitimate business and legal purposes.

Retention needs are determined according to the nature of the information and applicable legal and operational requirements.

Third-party communication providers may process information in accordance with their applicable service and privacy arrangements.

8. Delivery Information and Photographs

We collect and use information necessary to arrange, coordinate and verify deliveries.

This may include customer contact details, delivery addresses, access arrangements, receiving-party information and delivery instructions.

For deliveries to healthcare establishments, we may request the recipient's name, room number or bed number where reasonably necessary for identification and delivery.

Delivery photographs may be taken for unattended deliveries, unsuccessful delivery attempts or other exceptional circumstances requiring documentation.

Photographs may show the delivery location, entrance, unit number, delivered goods or other details relevant to verifying delivery.

Delivery records may be maintained through designated internal business communication channels and accessed by authorised employees for fulfilment, verification, investigation and dispute resolution.

Photographs of customers are not ordinarily required for routine delivery documentation.

9. Delivery Routing and Logistics

Tong Hai Medical uses delivery-routing services, including Circuit, to plan and coordinate deliveries.

Information provided to such services is generally limited to postal codes or street addresses and, where operationally necessary, customer telephone numbers.

Complete residential unit details and other delivery particulars are ordinarily maintained separately in our delivery documentation.

We seek to limit personal data shared with logistics-related service providers to what is reasonably necessary for the relevant services.

10. CCTV Video and Audio Recording

Tong Hai Medical operates CCTV surveillance systems that record video and audio in designated areas of our premises.

Recordings may be used for safety, security, loss prevention, incident investigation, dispute resolution and other purposes permitted by law.

CCTV recordings are generally retained for approximately 30 days, depending on recording activity and available storage capacity. Older footage may be automatically overwritten.

Relevant footage may be preserved longer where reasonably necessary for an investigation, dispute or legal obligation.

Access to CCTV recordings is restricted to authorised personnel and may be provided to relevant authorities or other parties where required or permitted by law.

Information about CCTV video and audio recording may also be communicated through notices displayed at our premises.

11. Website, Cookies and Search Performance

Tong Hai Medical operates an informational website through Shopify to provide information about our products, services, premises and contact channels.

Customers ordinarily contact us through WhatsApp, telephone or email to enquire about products and arrange purchases.

When visitors access our website, Shopify and other relevant service providers may collect or process technical information, including IP addresses, browser and device information, website interactions, cookies and similar technologies.

Such information may support website functionality, security, performance and other purposes associated with the services used.

We use Google Search Console to monitor search performance, website visibility and technical indexing information.

Visitors may manage cookies through available website controls and browser settings, where applicable.

Our website practices and this notice may be updated if additional features or data-processing services are introduced.

12. Service and Marketing Communications

We may contact customers regarding their enquiries, purchases, deliveries, after-sales services and other transaction-related matters.

We may also invite customers to provide feedback about their experience or send marketing and promotional communications where permitted under applicable law.

Where consent is required for marketing communications, we will obtain it as required and provide appropriate withdrawal options.

Customers may contact us to request that optional promotional communications cease.

Withdrawal from promotional communications does not necessarily prevent us from contacting customers where reasonably necessary for an existing transaction, agreed service or legal obligation.

13. Disclosure to Third Parties

We may disclose relevant personal data to third parties where reasonably necessary for our business operations or where required or permitted by law.

These parties may include:

• Website, point-of-sale, cloud-hosting and business software providers, including Shopify and Lightspeed.

• Telephone and electronic communication service providers, including Aircall and WhatsApp.

• Delivery-routing, logistics and other fulfilment providers, including Circuit.

• Payment service providers, banks, accounting service providers and professional advisers.

• Healthcare establishments, purchasing organisations, sponsoring organisations and authorised representatives involved in relevant transactions.

• Regulatory authorities, law-enforcement agencies and other parties where disclosure is required or permitted by law.

We seek to limit disclosures to the information reasonably necessary for the relevant purpose.

Tong Hai Medical does not sell customer contact lists or personal data to advertisers as part of its ordinary business operations.

14. Overseas Processing and Transfers

Tong Hai Medical uses third-party technology and cloud-based services, including Shopify, Lightspeed, Aircall and other business systems.

These service providers may use processing facilities or cloud infrastructure located outside Singapore. Accordingly, personal data may be stored, processed or accessed outside Singapore as part of the services provided.

Where the PDPA's Transfer Limitation Obligation applies, we will take appropriate steps to comply with the applicable requirements, including ensuring a comparable standard of protection through suitable safeguards where required.

The locations and arrangements for processing may depend on the service providers and services involved.

15. Protection of Personal Data

We take reasonable steps to protect personal data against unauthorised access, collection, use, disclosure, copying, modification, disposal and other similar risks.

Depending on the information and systems involved, our safeguards include password-protected business computers, designated communication channels and limiting access to records according to work responsibilities.

Additional protective arrangements may be implemented or updated based on operational needs, the nature of the personal data and applicable legal requirements.

No electronic transmission or storage system can be guaranteed to be completely secure.

16. Retention of Personal Data

Tong Hai Medical retains personal data for as long as reasonably necessary for the purposes for which it was collected or for other legitimate legal or business purposes.

Retention periods vary according to the nature of the information.

Telephone recordings are generally retained for approximately 6 months.

CCTV recordings are generally retained for approximately 30 days, subject to available storage capacity.

Invoices, accounting records and supporting transaction documents are retained in accordance with applicable statutory record-keeping requirements, including those prescribed by the Inland Revenue Authority of Singapore.

Customer records, WhatsApp communications, delivery documentation and after-sales records may be retained for periods reasonably necessary for ongoing transactions, customer service, warranty matters, dispute resolution or other legitimate purposes.

Where personal data is no longer required for legal or business purposes, appropriate steps will be taken to cease retention or remove the means by which the information can be associated with an identifiable individual.

17. Physical Records and Secure Disposal

Physical business records, including invoices, delivery documents and supporting transaction paperwork, are maintained in designated filing cabinets, office areas and storage facilities.

Such records are retained for applicable accounting, tax, legal and other legitimate business purposes.

When records are no longer required and are eligible for disposal, documents containing personal data will be securely destroyed, including through shredding.

18. Access and Correction of Personal Data

Individuals may contact our Data Protection Officer to request access to personal data held by Tong Hai Medical or to request correction of inaccurate or incomplete personal data.

We may request sufficient information to verify the identity or authority of the person making the request.

Requests will be considered and handled in accordance with the PDPA and other applicable laws, including relevant exceptions.

Where permitted by law, a reasonable administrative fee may apply to certain access requests. Any applicable fee will be communicated before the request is processed.

19. Withdrawal of Consent

Individuals may contact our Data Protection Officer to withdraw consent previously provided for the collection, use or disclosure of personal data, where withdrawal is applicable.

We will inform the individual of the likely consequences of withdrawing consent and process the request within a reasonable period, subject to applicable legal requirements.

Withdrawal may affect our ability to fulfil orders, provide services or maintain particular customer arrangements.

We may continue to retain, use or disclose personal data where required or permitted by law.

20. Personal Data Breaches and Complaints

Suspected personal data breaches will be assessed and addressed according to the circumstances and applicable legal requirements.

Where a breach is notifiable under the PDPA, Tong Hai Medical will make the necessary notifications to the relevant authorities and affected individuals within the applicable statutory timeframes.

Individuals who have concerns about the collection, use, disclosure, protection or retention of their personal data may contact our Data Protection Officer.

We will review and respond to such matters in accordance with applicable law.

21. Data Protection Officer

Tong Hai Medical Pte. Ltd. has designated a Data Protection Officer to oversee its personal data protection practices and handle related enquiries, requests and complaints.

Data Protection Officer
Tong Hai Medical Pte. Ltd.

Email: healthcare@tonghai.sg
Telephone: +65 6453 7075

Business address:
625 Ang Mo Kio Avenue 9
#01-98
Singapore 560625

22. Updates to This Notice

Tong Hai Medical may update this Data Protection Notice from time to time to reflect changes in our operations, technology systems, personal data practices or applicable legal requirements.

The latest version will be published on our website with its revision date.

Nothing in this notice excludes or limits rights or obligations that cannot lawfully be excluded or limited under applicable Singapore law.

Last updated: 18 October 2026