Privacy Policy

The Pelvic Institute is an international pelvic nerve practice led by Dr Renaud Bollens, with centres in Dubai and Belgium and remote consultations worldwide. The Pelvic Institute is the data controller for the information described in this policy. For any privacy question or request, email Email us.

• Contact details, including name, email address, phone or WhatsApp number and country, provided when you book, message us or submit a form.
• Messages you send us, including through our contact form, email and WhatsApp. Please do not include detailed medical information in the contact form. Our patient coordinator can help with booking and practical questions only, and does not give medical advice in writing.
• Health information, including symptoms, medical history, imaging such as MRI scans, previous treatments and any documents you choose to share with us for your consultation. This is special-category data under the GDPR and is treated with additional care.
• Booking and payment data, including appointment times, consultation type and payment status. Card details are processed by our payment provider, Stripe, and are never stored on our systems.
• Technical data, including IP address, device and browser information, pages visited and the site you came from. Google Analytics data is collected only if you accept analytics cookies. Our hosting platform also records basic visit statistics.

• To provide care, meaning assessing your case, preparing and delivering consultations, planning treatment and follow-up. Legal basis: your explicit consent and the provision of health care, under GDPR Art. 6(1)(b) and Art. 9(2)(a) and (h).
• To answer your enquiries, including messages sent through the contact form, email or WhatsApp. Legal basis: taking steps at your request before a contract, and, for any health information you choose to include, your explicit consent.
• To manage appointments and payments, covering confirmations, reminders, invoices and receipts. Legal basis: performance of a contract and legal obligation.
• To understand how the site is used, through Google Analytics. Legal basis: your consent, given through the cookie banner. You can withdraw it at any time.
• To request feedback, an optional post-consultation email inviting a public review. Legal basis: legitimate interest. You can opt out at any time.

When you book, the information you provide is used only to prepare and deliver your consultation. Sharing prior imaging or medical records is optional. You can be seen without them. Video consultations are not recorded unless you ask for a recording and give written consent. Clinical notes are kept in line with the medical record-retention rules that apply in the country where you are treated.

We never sell your data. We share it only where necessary: with the clinical team involved in your care, with partner clinics when you are referred (for example for physiotherapy or imaging), and with service providers who process data on our behalf under written agreements. These include:

• Calendly, for booking consultations
• Stripe, for payments
• Google, for website analytics and optional Google Ads booking measurement, according to your separate cookie choices
• Supabase, for storing messages sent through our contact form
• Klaviyo, for email
• Lovable, for website hosting and for sending email from our contact form
• WhatsApp (Meta), if you contact us there. Messages on WhatsApp are handled by WhatsApp under its own terms.

We may also disclose data where required by law.

Because we operate in the EU, the UAE and Asia, and because some of our providers are based in the United States, your data may be transferred outside the European Economic Area. Where that happens, we rely on adequacy decisions or Standard Contractual Clauses, together with technical safeguards such as encryption in transit and at rest.

• Enquiries that do not lead to treatment are deleted within 24 months.
• Clinical records are kept for the statutory retention period applicable to the treating centre (typically 10 years or longer).
• Accounting records are kept for the period required by tax law.
• Google Analytics data is kept for 14 months.

We use essential cookies to make the site work, for example to remember your cookie choice. These do not require consent. Our booking page uses Calendly, and payments are handled by Stripe. These providers set their own cookies for security and fraud prevention, for example to protect the booking page and to detect fraudulent payments. Our hosting provider also sets short-lived security cookies. Our hosting platform measures basic visit statistics and sets a short-lived cookie for this, which lasts 30 minutes.

With your consent, we also use Google Analytics to understand how visitors use the site, such as which pages are read and which buttons are clicked. Google Analytics uses cookies and identifiers, collects approximate location and device information, and shares this data with Google, which may process it in the United States. Google Ads booking measurement is a separate optional choice. When accepted, Google receives advertising identifiers and a neutral completed-booking signal to measure ads and optimise bookings. We do not send names, contact details, symptoms, medical records or Calendly booking details in that signal, and do not enable customer matching or remarketing.

We record your choices with a random visitor identifier, decision time and the notice version; earlier acceptance records are preserved when you withdraw. A booking measurement references the choice applicable when it occurred. Blocked bookings are not reported later if you subsequently accept. You choose analytics and advertising independently in the cookie banner when you first visit. You can change or withdraw your choice at any time using "Cookie settings" in the footer of every page. Withdrawing consent does not affect processing that took place before. Advertising tags and booking events are blocked without explicit advertising permission, including when location is unknown. See Google’s privacy information.

Under the GDPR and comparable laws you have the right to access your data, to have it corrected or erased, to restrict or object to processing, to data portability, and to withdraw consent at any time without affecting care already given. To exercise any of these rights, email Email us. We respond within 30 days. If you are in the EU and are not satisfied with our response, you may lodge a complaint with your national data protection authority.

Access to patient information is limited to the people who need it for your care. Data is encrypted in transit and at rest, stored with reputable providers, and protected by access controls and authentication. Please do not send sensitive medical documents over unencrypted channels. If you would prefer a secure alternative, ask us and we will arrange one.

We may update this policy as our services or legal obligations change. The date at the top of the page shows the latest revision.

Questions about privacy or your data: Email us. For appointments, see booking.