Privacy & Data Policy | Neorgana® Paediatric NeuroRegeneration

This Privacy & Data Policy ("Policy") describes how Neorgana® / Clínica Serum ("we," "us," "our") collects, uses, stores, and shares personal information submitted through our website, including during consultation bookings, enquiry forms, and medical document uploads.

We are committed to handling all personal and medical information with the highest standard of care, confidentiality, and respect for your rights.

2.1 Data Controller

The data controller responsible for your personal information is:

Neorgana® / Clínica Serum · Mérida, Yucatán, México · [email protected]

2.2 What Information We Collect

We may collect the following categories of information:

Contact information: name, email address, telephone number
Information about the patient: child's age, neurological condition or diagnosis, medical history documents uploaded during booking
Consultation records: notes from video or telephone consultations
Feedback and testimonials provided voluntarily after treatment
Photographs and video recordings taken during treatment sessions (with prior consent; see Section 2.8)
Technical data: IP address, browser type, and usage data collected automatically through the website

2.3 How We Use Your Information

We use the information we collect for the following purposes:

To assess candidacy and provide clinical consultations
To coordinate treatment logistics between families, clinics, and the Neorgana medical team
To communicate with you about your enquiry, appointment, or programme details
To maintain clinical records as required by applicable medical and regulatory standards
To improve our website, programme, and patient experience
To publish testimonials and feedback with your express consent (see Section 2.7)
To share photographs and videos on our website and social media platforms with your prior written consent (see Section 2.8)

2.4 Legal Basis for Processing

We process your personal information on the following legal bases:

Your consent, where explicitly provided (for testimonials, photos, and videos)
The performance of a service you have requested (consultation bookings, candidacy review)
Our legitimate interest in operating and improving the programme
Compliance with applicable legal and medical recordkeeping obligations

2.5 Data Sharing: What We Do NOT Do

We do not sell your personal information. We do not share your personal or medical information with third parties for marketing, advertising, or commercial purposes. Medical documents you upload are used solely for clinical evaluation and coordination within the Neorgana medical team.

2.6 Data Sharing: What We May Do

Your information may be shared in the following limited circumstances:

With participating clinic partners involved in your child's programme, strictly for clinical coordination purposes
With the Neorgana medical team, including the Medical Director and supporting specialists, for the purposes of candidacy assessment and treatment planning
With third-party service providers who support our operations (such as scheduling platforms, secure file storage, or email delivery services), under contractual confidentiality obligations
Where required by law, court order, or regulatory authority

In all cases, we apply the principle of minimum necessary sharing — only what is required for the specific purpose.

2.7 Testimonials and Feedback

If you voluntarily provide feedback about your experience with the Neorgana programme, we may request your consent to publish that feedback on our website, in promotional materials, or on our social media platforms. We will only publish testimonials with your explicit written consent. You may withdraw your consent at any time by contacting us at [email protected], and we will remove the content promptly.

Testimonials may be attributed to a first name and country, or published anonymously, according to your stated preference at the time of consent.

2.8 Photography and Video During Treatment

During treatment sessions, the Neorgana clinical team may take photographs or video recordings for clinical documentation, educational, and promotional purposes. We will always request your explicit written consent before doing so. If you consent, images or footage may be used on the Neorgana website, social media channels (including but not limited to Instagram, Facebook, and YouTube), and other promotional materials. Your consent is entirely voluntary. Declining will not affect your access to the programme in any way. You may withdraw consent at any time; however, content already published and widely distributed may not be fully retractable.

2.9 Sensitive Data: Children's Medical Information

We recognise that information about a child's medical condition is particularly sensitive. We apply strict access controls to all medical records and documents. Only members of the Neorgana clinical team with a direct role in the patient's programme will have access to medical information. All medical data is stored securely and is not used for any purpose other than programme delivery.

2.10 Data Retention

We retain personal and medical information for as long as is necessary to fulfil the purposes described in this Policy, and in accordance with applicable legal and medical recordkeeping requirements. Where no specific legal obligation applies, we will retain your information for a maximum of five (5) years following your last interaction with us, after which it will be securely deleted or anonymised.

2.11 Your Rights

Depending on your country of residence, you may have the right to:

Access the personal information we hold about you
Request correction of inaccurate or incomplete information
Request deletion of your personal information (subject to legal retention obligations)
Withdraw consent at any time where processing is based on consent
Object to or restrict certain types of processing
Lodge a complaint with a relevant data protection authority

To exercise any of these rights, contact us at [email protected]. We will respond within 30 days.

2.12 International Data Transfers

Our operations span multiple countries, including México, the United States, and European Union member states. If you are located in a jurisdiction with specific data transfer restrictions (such as the EU/EEA), please be aware that your information may be transferred to México, where different data protection standards may apply. We take reasonable steps to ensure your information is treated securely and in accordance with this Policy regardless of where it is processed.

2.13 Cookies and Technical Data

Our website may use cookies and similar technologies to support website functionality, analytics, and user experience. Technical data such as IP addresses and browser type may be collected automatically. You may control cookie settings through your browser preferences. Disabling certain cookies may affect website functionality.

2.14 Changes to This Policy

We may update this Policy from time to time. The effective date at the top of this document reflects the most recent revision. We encourage you to review this Policy periodically.

Next: Medical Document Notice