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Personal Data Processing Policy

This policy explains what personal data Higienista Oral collects through this website and its contact channels, what it is used for, and how you can exercise your rights as a data subject.

Draft for legal review. This document must be reviewed and approved by Higienista Oral's legal adviser before publication.

In compliance with Law 1581 of 2012, Decree 1377 of 2013 and Decree 1074 of 2015, Higienista Oral, trading as Higienista Oral, adopts this Personal Data Processing Policy.

Please read it before sending any form, writing to us on WhatsApp or booking an assessment appointment. It sets out exactly what information is collected, for what purpose, and what you may ask of us at any time.

This is a convenience translation. The Spanish version is the binding text.

1. Scope of this policy

This policy applies to the personal data that Higienista Oral, acting as data controller (Responsable del Tratamiento), collects and processes through:

  • the forms on this website, including the appointment request form;
  • the messages you send us on WhatsApp to the number published on the site;
  • emails sent to penaerika4872@gmail.com;
  • phone calls to 0312 4869987;
  • the contact details you give us at reception, for scheduling and billing purposes.

What this policy does not cover. This policy does not govern the clinical record or data arising from dental care. Clinical information produced during assessment and treatment is collected, held and retained under the special rules on clinical records and professional confidentiality that apply in Colombia, including Resolución 1995 de 1999 of the Ministry of Health.

For that processing, the patient's authorisation is obtained in person and in writing at the practice, through a separate notice and authorisation form, explained to you before care begins. If you would like to see that document in advance, you may ask for it at reception or write to penaerika4872@gmail.com.

2. Identity of the data controller

  • Name: Higienista Oral
  • Domicile: Villavicencio, Meta, Colombia
  • Email: penaerika4872@gmail.com
  • Telephone: 0312 4869987

3. Processing carried out and its purposes

Depending on the channel you use, we may collect:

  • Identification and contact data: name and surname, identity document number, telephone, email and city.
  • Scheduling data: the service you are interested in, your preferred time slot, whether this is a first visit or a review, and how you prefer to be contacted.
  • Invoicing data: what is needed to issue an electronic invoice once a service has been provided.
  • Any health information you choose to write to us voluntarily in the message field or on WhatsApp. This is sensitive data and providing it is optional (see section 4).

These data are collected, stored, used, circulated internally and deleted for the following purposes:

  • to manage, confirm, reschedule or cancel your assessment appointment request;
  • to contact you by telephone, WhatsApp or email in order to answer your request;
  • to send you appointment reminders;
  • to handle questions, complaints, suggestions and requests about the service;
  • to verify your contact details before your visit;
  • to meet accounting, tax and invoicing obligations once a service has been provided;
  • to respond to requirements from administrative or judicial authorities;
  • to produce internal management statistics, using aggregated information that does not identify you;
  • to send you information about services, campaigns or oral-care advice, only if you give separate, express authorisation. You may withdraw that authorisation at any time, and doing so will not affect your care.

To run the website, email and appointment diary we rely on technology suppliers acting as data processors (Encargados del Tratamiento), bound by contract to maintain confidentiality and the security measures required by law. Some of these suppliers may be located outside Colombia; where that is the case, the safeguards set out in Law 1581 of 2012 for international transfers and transmissions apply.

We do not sell or pass on your personal data to third parties for commercial purposes.

4. Sensitive data: authorising it is optional

Under article 5 of Law 1581 of 2012, health-related data are sensitive data. Article 6 of the same law prohibits processing them unless the data subject gives explicit authorisation.

Accordingly, and in line with article 6 of Decree 1377 of 2013, we expressly inform you that:

  • You are not obliged to authorise the processing of your sensitive data, nor to answer questions relating to that type of data.
  • No activity of Higienista Oral is conditional on your providing sensitive personal data. You can request an assessment appointment without describing your reason for consulting: it is enough to say that you would like an assessment and leave us a contact detail.
  • Authorisation to process sensitive data is requested separately, explicitly and in advance, and you are told which data are sensitive and what they will be used for.

We recommend that you do not send diagnoses, clinical records, X-rays, intraoral photographs or test results through the web form or WhatsApp. That information is reviewed securely during your in-person assessment.

Minors. The processing of children's and adolescents' data must serve their best interests and is carried out only with the authorisation of a parent or legal guardian, who must also make the appointment and accompany the child.

5. The data subject's authorisation

Authorisation is obtained in advance, expressly and on an informed basis, through the acceptance box you tick before submitting the form, or through an equivalent statement where contact is made by another channel. Where sensitive data are involved, a separate box is used.

Under article 7 of Decree 1377 of 2013, silence or a failure to reply will never be treated as authorisation, nor may it be treated as unequivocal conduct by the data subject.

Higienista Oral keeps proof of the authorisation given and will provide you with a copy on request.

You may withdraw your authorisation at any time and ask for your data to be deleted, except where a legal or contractual duty requires us to retain it, as is the case with invoicing information and with the clinical record, which is subject to its own retention periods.

6. Your rights as a data subject

As the data subject (Titular), you have the right to:

  • Know and access your personal data free of charge, and to learn how it has been used.
  • Update and correct your data where it is incomplete, inaccurate, fragmented or misleading.
  • Have your data deleted where the legal principles, rights and guarantees are not observed, or where the data is no longer needed for the authorised purpose.
  • Withdraw the authorisation given for processing.
  • Request proof of the authorisation you gave, except in the cases where the law waives this requirement.
  • Be informed, on request, about the use made of your personal data.
  • File a complaint with the Superintendencia de Industria y Comercio for breaches of Law 1581 of 2012 and the rules that amend or supplement it.
  • Decline to answer questions about sensitive data or about data concerning minors.

These rights may be exercised by the data subject, their heirs, their representative or attorney, or a person acting under a stipulation in their favour, on proof of that capacity.

7. Area responsible for requests, enquiries and claims

Higienista Oral's Patient Care team is responsible for handling requests, enquiries and claims relating to personal data and for processing the exercise of the rights described above.

  • Email: penaerika4872@gmail.com — please write “Protección de datos personales” in the subject line.
  • Telephone: 0312 4869987
  • WhatsApp: 0312 4869987

8. Procedure for exercising your rights

Enquiries (consultas). If you wish to see your data, learn how it has been used or request proof of your authorisation, send your enquiry to penaerika4872@gmail.com with a copy of your identity document. Enquiries are answered within a maximum of ten (10) business days from the date of receipt. Where that is not possible, we will tell you why and give you the date on which it will be answered, which will never be later than five (5) business days after the first period expires.

Claims (reclamos). If you believe your data should be corrected, updated or deleted, or that one of our legal duties has not been met, you may submit a claim containing:

  • your identification as data subject and a copy of your identity document;
  • a description of the facts giving rise to the claim;
  • a postal or email address for notification;
  • any documents you wish to submit in support.

The procedure is as follows:

  • If the claim is incomplete, we will ask you to complete it within five (5) days of receipt. If two (2) months pass from that request without the information being provided, the claim will be treated as withdrawn.
  • If whoever receives the claim is not competent to resolve it, it will be passed to the appropriate party within a maximum of two (2) business days and you will be informed.
  • Once the complete claim is received, the record will be flagged "reclamo en trámite" (claim under review) together with the reason, within no more than two (2) business days. That flag remains until the claim is decided.
  • The maximum period for answering a claim is fifteen (15) business days from the day after it is received. Where that is not possible, we will tell you why and give you the date on which it will be answered, which will never be later than eight (8) business days after the first period expires.

Complaint to the Superintendencia de Industria y Comercio. Under Law 1581 of 2012, you may only complain to the Superintendencia de Industria y Comercio once you have first exhausted the enquiry or claim procedure with Higienista Oral.

9. Information security

Higienista Oral applies reasonable technical, human and administrative measures to protect information against tampering, loss, or unauthorised or fraudulent consultation, use or access: role-based access restrictions, confidentiality agreements with staff, backups, and encrypted connections on the website's forms.

Everyone involved in the processing is bound to keep the information confidential, and that duty continues after their engagement ends.

10. Validity of this policy and of the databases

Effective date of this policy: 2026-09-19.

Retention period of the databases: personal data will be kept for as long as the purpose that justified its collection and the relationship with the data subject continue, and in any event for the periods required by applicable legal, accounting and tax obligations, as well as the special rules on retaining clinical records. Once those periods have passed, the data is securely deleted or anonymised.

Any substantial change to this policy will be published on this website and communicated to data subjects before it takes effect. We suggest you review this page from time to time.

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