Privacy Policy

Last updated: 15 September 2026

1. Who We Are

OrthoVoyage ("we", "us", "our") is a medical travel concierge. We help patients arrange orthopaedic treatment at independent partner hospitals in the European Union, currently in Latvia and Poland. We are not a hospital, clinic or healthcare provider, and we do not give medical advice. All diagnosis and treatment is carried out by the partner hospital and its medical team. Our registered address is in Riga, Latvia, European Union. OrthoVoyage is the data controller for the information you give us on this website.

2. Information We Collect

Contact details: name, email address, phone / WhatsApp number.
Health information: the procedure you are interested in, your symptoms, pain level, how long you have been waiting and when you would like treatment — given in our assessment questionnaire.
How you found us: the advert or link that brought you to the site (UTM parameters), so we can attach it to your enquiry.
Usage data, only if you accept analytics cookies: pages visited, time on page, device and browser type, approximate location.
Technical details of your enquiry: your IP address and the approximate location (city and country) it indicates, your device and browser, the page you first landed on and the site that referred you, and the Google click identifier if you arrived from one of our adverts. This is attached to your enquiry so we know which market and campaign it came from.
Messages: what you send us by WhatsApp, email or phone.

3. How We Use It

To prepare your personal assessment and cost estimate.
To introduce you to a partner hospital and coordinate your treatment and travel.
To reply to your enquiry and keep in touch about your plan.
With your consent, to understand how our site and adverts perform.
To meet our legal obligations.

4. Legal Basis (UK GDPR / EU GDPR)

Explicit consent (Article 9(2)(a)) for your health information — given when you submit the assessment questionnaire.
Consent for analytics and advertising cookies.
Contract to deliver the concierge services you ask for.
Legitimate interests to answer enquiries, understand which market and advert an enquiry came from, and run our business.

You can withdraw consent at any time by contacting us.

5. Who We Share It With

Partner hospitals — so their medical team can review your case and plan your treatment. Each hospital is an independent organisation and becomes a controller of your data under its own privacy policy.
Service providers acting for us: Vercel (website hosting and cookieless visitor statistics); Google (Analytics, Ads and Tag Manager — only with your consent, including hashed email and phone number for advert measurement); Microsoft Clarity (visit recordings and heatmaps — only with your consent); Telegram (our team receives new enquiries in a private channel); Meta / WhatsApp (messaging); DigitalOcean (the server that sends our WhatsApp messages).
Authorities where the law requires it.

We do not sell your personal data.

6. How Long We Keep It

We keep your data for as long as we are helping you, and for up to 3 years after our last contact. Records of treatment we coordinated may be kept for up to 10 years in case you or the hospital need them later.

7. Your Rights

You have the right to access, correct or delete your data, to restrict or object to how we use it, to data portability, and to withdraw consent. To use any of these rights, email privacy@orthovoyage.com.

8. Cookies and Similar Technologies

We only set analytics and advertising cookies if you click “Accept all” in our cookie banner. If you reject them, Google tags run in consent mode and send only cookieless, anonymous signals. You can change your choice at any time: .

Type	What and why	Consent
Strictly necessary	Your cookie choice (`ov_consent_v1`, stored in your browser).	Not needed
Functional	Which link or advert brought you here (`ovUtms`, session storage), attached to your enquiry. Deleted when you close the tab. Never shared with third parties.	—
Analytics	Google Analytics 4 (`_ga`, `_ga_*`) and Microsoft Clarity (`_clck`, `_clsk`) — how visitors use the site. Vercel Analytics counts visits without cookies.	Required
Advertising	Google Ads (`_gcl_au`and related) — measures whether our adverts lead to enquiries. When you submit the assessment, your email address and phone number are also scrambled in your browser (SHA-256 hashing) and sent to Google, which uses them only to match your enquiry to an advert you clicked (“enhanced conversions”).	Required

9. International Transfers

Your data is processed in the UK and the EU (including by partner hospitals in Latvia and Poland) and by service providers in the United States and other countries where they operate. Where data leaves the UK or EU, we rely on adequacy decisions or Standard Contractual Clauses.

10. Security

We use encryption in transit (TLS), access controls and secure hosting to protect your data.

11. Contact Us

If you are unhappy with our response, you can complain to the UK Information Commissioner's Office at ico.org.uk.