Privacy Policy

Website and Technical Data

When you visit our website, certain technical information may be processed automatically.

Depending on your device, browser, consent preferences, and the technologies active on the website, this may include:

• IP address;
• browser type and version;
• device and operating-system information;
• pages visited;
• date and time of access;
• referring page or source;
• interaction and navigation data;
• cookie and similar technology identifiers;
• analytics events;
• advertising measurement events;
• consent and cookie preference information.

We use this information to operate the website, understand how it is used, maintain security, improve performance, and, where you have given the required consent, measure marketing and advertising activity.

General Contact Form

Our general contact form contains fields for:

• name;
• phone number, if provided;
• email address;
• subject, if provided;
• message.

At the date of this Privacy Policy, the general contact form does not transmit its contents to or store them in our backend system.

The appointment and inquiry form described below is a separate system and does transmit information to Swiss Azura Clinic.

Should the processing behaviour of the general contact form change, we will update this Privacy Policy accordingly.

Inquiry and Appointment Information

When you submit an inquiry through our appointment or consultation form, we collect:

• your name;
• your email address;
• your phone number, if provided;
• the service or treatment you are interested in;
• any message or additional information that you choose to provide.

The services selected through the form may include:

• Hair Transplant Consultation;
• FUE Hair Transplant;
• FUT Hair Transplant;
• Beard or Eyebrow Transplant;
• Other services or treatments.

The inquiry form is the beginning of the consultation and booking process. Submitting the form does not, by itself, create a confirmed appointment.

After receiving an inquiry, our team may contact you by email or another agreed communication method. Where appropriate, we may provide further information and deposit instructions. A booking is considered confirmed according to the booking process communicated to you by the Clinic.

Communications With Us

When you communicate with us by email, WhatsApp, or another agreed communication channel, we may process:

• your contact details;
• the content of your messages;
• questions you ask us;
• information about the treatment or service you are interested in;
• consultation and appointment discussions;
• deposit and booking communications;
• communication history;
• other information that you voluntarily provide.

Please provide only information that is relevant to your inquiry or treatment discussion.

Health-Related Information

Because Swiss Azura Clinic provides medical and aesthetic hair-restoration services, information that you voluntarily provide may reveal or relate to your health.

This may include information contained in:

• your selected treatment or service;
• descriptions of hair loss or scalp concerns;
• previous treatment information;
• information included in messages;
• information later provided as part of consultation or treatment preparation.

We ask that you do not provide unnecessary medical information through general website forms or messages.

Where personal data constitutes health information or another specially protected category of data, we process it only when an additional lawful condition for that type of data applies. Depending on the circumstances, this may include your explicit consent or processing necessary in connection with healthcare, treatment, or related services under appropriate confidentiality obligations.

Booking and Payment Information

When an inquiry progresses to a confirmed booking, we may process information necessary to manage the appointment and deposit process, including:

• customer identity and contact information;
• appointment information;
• selected service or treatment;
• deposit amount;
• payment status;
• payment or transaction reference;
• booking-related correspondence;
• other information needed to connect the payment with the relevant booking.

Payment infrastructure may involve ProCredit Bank Kosovo and its technical service providers, including Quipu, depending on the payment process being used. ProCredit Bank’s own privacy notice identifies Quipu as a technical service provider operating under a data-processing arrangement for relevant banking services.

Payment providers process certain information under their own legal responsibilities and privacy terms.

Steps Requested Before Entering Into an Agreement

We may process personal data when you ask us to:

• respond to a treatment inquiry;
• provide information about our services;
• arrange a consultation;
• discuss a proposed treatment;
• begin the booking process;
• provide deposit instructions.

This processing is necessary to take steps at your request before entering into a service relationship or agreement.

Performance of an Agreement

Where you proceed with a booking or service, we may process personal data where necessary to:

• manage your booking;
• coordinate appointments;
• provide agreed services;
• manage related communications;
• administer payment and deposit records.

Legitimate Interests

Where permitted by applicable law, we may process information where this is necessary for our legitimate interests, including:

• responding to general inquiries;
• administering Clinic operations;
• maintaining appropriate communication records;
• securing our website and systems;
• preventing misuse and fraud;
• improving website performance;
• protecting and exercising legal rights.

When relying on legitimate interests, we consider the nature of the information involved and the effect of the processing on the individual.

Consent

We may rely on your consent for specific processing activities, including, where applicable:

• non-essential analytics cookies;
• advertising and marketing technologies;
• Meta Pixel;
• other non-essential tracking technologies;
• processing of health-related information where explicit consent is the applicable legal condition.

Where processing is based on consent, you may withdraw that consent at any time.

Withdrawal does not affect the lawfulness of processing carried out before consent was withdrawn.

Legal Obligations

We may process or retain information where necessary to comply with applicable legal obligations, including obligations related to:

• taxation;
• accounting;
• financial records;
• regulatory requirements;
• legal proceedings;
• lawful requests from public authorities.

Necessary Technologies

Some technologies are required for the website to operate properly or to remember privacy and consent preferences.

Where a technology is strictly necessary for a requested website function, it may operate without optional tracking consent where permitted by applicable law.

Google Analytics

We use Google Analytics to understand how visitors use our website.

Depending on the configuration and your consent preferences, analytics information may include information about:

• visits and sessions;
• pages viewed;
• navigation behaviour;
• traffic sources;
• device and browser characteristics;
• website interactions and events.

We use this information to understand website performance and improve the visitor experience.

Google publishes information about its handling of analytics data and international data-transfer arrangements.

Google Tag Manager

We use Google Tag Manager to manage and control website tags and integrations.

Google Tag Manager helps us deploy website technologies in a structured way. The technologies managed through it may themselves collect information or use cookies, depending on their purpose and your consent preferences.

Meta Pixel

Where you consent to advertising technologies, we may use Meta Pixel to understand the effectiveness of advertising activity and measure interactions connected with our campaigns.

Meta’s Business Tools terms and privacy materials describe the processing relationships and responsibilities connected with data processed through Meta business technologies.

Managing Your Cookie Preferences

When you visit the website, you can manage non-essential cookies and similar technologies through our cookie consent interface.

You can:

• accept optional technologies;
• reject optional technologies;
• manage categories individually;
• later change your preferences through the cookie settings interface.

Withdrawing consent does not affect processing that lawfully occurred before the preference was changed.

Clinic Personnel and Professionals

Information may be accessible to authorized members of Swiss Azura Clinic and relevant professionals involved in:

• responding to inquiries;
• consultation;
• appointment administration;
• booking;
• payment administration;
• treatment preparation;
• provision of requested services.

Access should be limited to what is necessary for the person’s role and the relevant purpose.

Hosting and Infrastructure

Our website application and PostgreSQL database are hosted on VPS infrastructure provided by netcup.

This infrastructure is used for the technical operation of the website, inquiry system, application, and database.

netcup publishes its own privacy information concerning the services it provides and the information it processes in that context.

Email Delivery

We use Resend as an email delivery provider for operational communications.

This may involve processing information necessary to deliver email communications, such as:

• recipient email address;
• sender and recipient information;
• email content;
• delivery and technical metadata.

Resend publishes privacy, data-processing, and subprocessor information relating to its services.

Analytics and Advertising Providers

Subject to your consent preferences and the website’s configuration, data may be processed by:

• Google, in connection with Google Analytics and related technologies;
• Meta, in connection with Meta Pixel and related business tools.

The role of each provider may vary depending on the processing activity and applicable contractual arrangements.

Payment and Banking Providers

Payment and deposit transactions may involve:

• ProCredit Bank Kosovo;
• Quipu;
• other financial institutions or payment infrastructure providers involved in completing the transaction.

These parties may process information for payment execution, transaction security, compliance, fraud prevention, and other purposes under their own legal obligations and privacy terms.

WhatsApp

Where you choose to contact or communicate with us through WhatsApp, the communication also involves WhatsApp and its associated infrastructure.

Your use of WhatsApp is subject to the privacy terms applicable to that service.

Information you send to Swiss Azura Clinic through WhatsApp may also be retained by us where necessary to manage your inquiry, consultation, or booking.

Professional Advisers and Authorities

Where necessary, information may also be disclosed to:

• legal advisers;
• accountants;
• auditors;
• insurers;
• regulators;
• courts;
• public authorities;
• law-enforcement authorities.

We make such disclosures only where legally permitted, legally required, or necessary to establish, exercise, or defend legal rights.