Privacy policy

The short version

If you send the form, the clinic receives your name, your email address, what you said you would like to improve, and roughly when you plan to travel. It goes to the clinic’s own inbox and nowhere else. It is not sold, not published, and not sent to advertising platforms.

Nothing else on this site collects information about you. There is no tracking cookie, and the only thing stored in your browser is a single flag remembering which language you chose — set when you pick one, and removable by clearing your browser data.

What is collected

Only what you type into the form. The form asks five things:

What	Why it is asked
Your name	So the reply is addressed to a person
Your email address	It is the only channel we reply through — there is no phone or messaging app
What you would like to improve	A free-text field, so a coordinator can route your enquiry to the right person rather than a general queue
Roughly when you plan to travel	Planning. You can answer Not decided yet; nothing is booked from this answer
The consent box	It has to be ticked before the form will send, because the field above is health information

No payment details are collected anywhere on this site. Nothing is paid before your in-person consultation, and no page asks for a card number.

Where it goes, and who can see it

Your submission is delivered by email to the clinic’s own inbox, where it is read by the coordinator arranging your enquiry and, where clinical judgement is needed, by a physician.

Two technical points, because they are the kind of thing a privacy policy usually leaves vague:

• It is not stored in a database. The form pipeline validates the submission and sends an email. Nothing is written to a customer database, a CRM or a marketing list, because none of those exists on this site.
• The response is marked no-store. Nothing that contains your message is cached in a shared cache on the way through.

Email delivery necessarily passes through a mail service, and the clinic’s own mail systems. Those parties handle the message only in order to deliver and store it.

Where it crosses a border

The clinic is in Nanjing, China, and the reply comes from there. If you write from Vietnam, Thailand or anywhere else outside China, your message travels across a border to reach us. That is inherent to writing to a clinic in another country, and it is stated here rather than left to be discovered.

Two notes for readers in jurisdictions with their own data-protection rules:

• This is the cross-border notice. Vietnam (Decree 13/2023) and Thailand (PDPA) both require that you are told when your personal data is sent to another country. So: your enquiry is transmitted to the clinic in China, and the mailbox it lands in is run by a mail provider whose servers may sit in a country other than yours or ours.
• The rights listed below work without you citing any law. You do not need to name a decree or an act to ask us to show, correct or delete your enquiry — those are stated once, below, in a form that applies wherever you live.

Advertising platforms, and health information

We do not send your medical details to advertising platforms. Not the text you wrote, and not the fact that you wrote to us at all.

This is worth stating plainly because it is a real constraint rather than a courtesy. Advertising platforms prohibit the transfer of health information through their tracking tools, and it is treated as a separate rule from any law about what a clinic may advertise: a clinic can comply with every advertising rule and still breach the platform’s terms by sending health data through a pixel. This site does not run that kind of tracking on the form, and the form reports only that a submission succeeded — never what was in it.

The same applies to advertising in the other direction. If you came to this site from an advertisement, the ad platform may know that someone visited. It does not learn what you asked us.

How long it is kept

Enquiries that do not lead to treatment are kept for 24 months and then deleted, because a question about a treatment may reasonably be followed up a year later.

If treatment goes ahead, your clinical record is a medical record and is kept for the period Chinese medical record rules require, which is longer than the enquiry period. That record is the one your aftercare and your twelve-month follow-up are based on, and it is the record you take home.

Your rights over it

You can ask us to do any of these at any time, by writing from the address you wrote to us from:

• Show you what we hold — which, for most people, is the email thread and nothing else.
• Correct anything that is wrong — including a mistyped email address, before it matters.
• Delete the enquiry — and you can ask for this whether or not you are still considering treatment.

Deleting an enquiry removes it from the enquiry record. It does not remove a clinical record of treatment that was actually performed, because that record has a legal retention period and is the basis of your aftercare.

If you ask us to delete an enquiry, note this one limit honestly: the case images published on treatment and condition pages came from the clinic’s case materials, and the site cannot map a published image back to the enquiry that preceded it. So deleting an enquiry does not by itself take an image down. If you want an image removed, say so in the same message — that is a different request, it reaches a different person, and it is the one to state explicitly.

Security

The form is protected by a bot-detection challenge that is verified on the server, not in the browser alone, because a check the browser performs proves nothing. Site responses carry standard security headers — the site refuses to be embedded in another page, declares the content type of every response, and does not send the page you came from to third parties.

No system is perfect, and this policy does not claim otherwise. What it does claim is that the amount of information at risk here is small: for most people, an email thread with a name and a question in it.

Children

This site is intended for adults. We do not knowingly collect information from anyone under 18, and treatment is not offered to minors.

Asking a question about this policy

Write to hello@luoweiclinic.com and say what you want to know, or use the form and state that the question is about privacy — it will be routed accordingly rather than treated as a treatment enquiry.