Celva ("we," "our," or "us") operates celva.com and provides related services. This policy explains what we collect, how we use it, and the rights you have. By using our website or services, you agree to it.
§ 01. Overview
The short version.
You're on this page because you were considering a treatment that involves travel, money, and trust. Everything we ask for on this website, your name, your story, your imaging, exists to support that decision. Nothing more.
Celva does not sell your personal information to third parties. We use your information only to respond to your inquiries, provide requested services, and send communications you've opted into.
If you do not agree with how we handle information as described below, do not use the website or submit information through it.
§ 02. What we collect
Information you give us. And information the browser gives us.
Information you provide directly
We collect information when you choose to submit it:
- Submit a consultation request (name, email, phone, information about your condition)
- Complete a qualification quiz (email and quiz responses)
- Contact us by email or phone (calls are recorded; see below)
- Subscribe to our educational emails
Information collected automatically
Like most websites, ours records basic technical information on arrival:
- IP address and approximate geographic location
- Browser type and version
- Pages visited, time on page, scroll behavior
- The referring website or search query, if any
- Device type and operating system
This is collected through cookies and pixels. See § 05. Cookies & tracking for the specifics.
Health-related information
If you write to us about your medical situation, your imaging, your diagnosis, a surgeon's recommendation, you are sharing health information voluntarily in a pre-clinical context. We treat it as sensitive. We use it only to evaluate your potential candidacy and respond to your inquiry. We never share or sell it for marketing.
Phone calls and voicemails
Calls with a Celva coordinator are recorded, whether you call us or we call you. You hear a notice at the start of the call, and again if the recording is paused and resumed. A voicemail you leave is recorded by its nature. Recordings are transcribed, and a short summary is written, by automated software, so the coordinator you spoke with has an accurate record of what you told them. The audio and the transcript are stored in our own systems; the copy the phone carrier makes is deleted once ours exists. If you would rather not be recorded, say so at the start of the call and the coordinator will pause the recording.
§ 03. How we use it
Six things. No seventh.
- Respond to consultation requests and patient inquiries, and keep an accurate record of the calls we have with you.
- Deliver resources you've requested, such as quiz results and educational emails.
- Send communications you've opted into, including follow-up content related to your stated interest.
- Schedule and coordinate consultations and treatment logistics with the medical team.
- Improve the website and our content based on aggregate usage patterns.
- Comply with legal obligations and detect fraud or unauthorized access.
We do not use your information to make automated decisions that produce legal or similarly significant effects without human involvement.
§ 04. Sharing & disclosure
Where your information goes, and doesn't.
We do not sell your personal information. In the ordinary course of operating, we share limited information in four categories:
Service providers
We use third-party providers to operate the website and coordinate communications. CRM platforms, email delivery, telephony and text messaging, automated transcription, summarization and drafting tools (which process the content of calls and messages only to produce a transcript, a summary, or a suggested reply for the coordinator), analytics (including Google Analytics), and hosting. These providers are contractually required to use your information only to provide services to us and are prohibited from using it for their own marketing.
Physician team
Information you submit in connection with an intake or consultation request is shared with the physician team at Hospital Angeles, Tijuana (the medical group Celva coordinates care with), for the purpose of evaluating your inquiry and scheduling any clinical conversation. This is the core function of submitting a request.
Legal requirements
We may disclose information if required by law, court order, or governmental authority, or when we believe disclosure is necessary to protect our rights, your safety, or the safety of others, or to investigate fraud.
Business transfers
In the event of a merger, acquisition, or sale of all or a portion of our assets, your information may be transferred as part of that transaction. You'll be notified by email or prominent notice on this website if that happens.
§ 05. Cookies & tracking
What sits in your browser after you visit.
Cookies are small text files stored on your device. We use three categories:
- Essential cookies, required for the website to function. These cannot be disabled.
- Analytics cookies, help us understand aggregate usage patterns. Google Analytics is the primary tool. These do not identify you personally.
- Marketing cookies, used to track conversions from advertising platforms (Google Ads, Meta Pixel) during paid campaigns. Advertising partners may use these to show relevant ads elsewhere.
Managing cookies
You can control cookies through your browser settings. Most browsers allow you to block or delete them, though disabling certain cookies may affect website functionality. You can also opt out of Google Analytics tracking specifically by installing the Google Analytics Opt-out Browser Add-on.
§ 06. Retention
How long we keep what you share.
We retain personal information only as long as necessary to fulfill the purposes described here, unless a longer period is required by law.
- Consultation requests and patient inquiries, retained for a minimum of seven years under medical records and business record requirements.
- Call recordings, voicemails, and their transcripts, kept with your inquiry record for the same period, and deleted with it.
- Email marketing opt-in records, retained until you unsubscribe or request deletion.
- Website analytics, retained per our analytics provider's default window (typically 26 months for Google Analytics).
When information is no longer needed, we delete or anonymize it.
§ 07. Your rights
What you can ask us to do.
Depending on where you live, you may have rights regarding your personal information:
- Access, request a copy of the personal information we hold about you.
- Correction, request that we correct information that's inaccurate.
- Deletion, request deletion of your personal information, call recordings and transcripts included, subject to legal retention requirements.
- Opt-out of marketing, unsubscribe from email marketing at any time using the link in any email we send.
- Portability, receive your data in a structured, machine-readable format where technically feasible.
California residents may have additional rights under the CCPA. To exercise any of these, write to us at the address in § 11.
§ 08. Security
How we protect what we hold.
We use appropriate technical and organizational safeguards. HTTPS encryption in transit, access controls, regular review of our data practices. No method of transmission or storage is completely secure, so we can't guarantee absolute security. If you believe your information has been compromised, contact us immediately.
§ 09. Children
This site is for adults.
Our website and services are not directed to individuals under 18. We do not knowingly collect information from children under 18. If you are a parent or guardian and believe your child has provided information, contact us and we will delete it.
§ 10. Changes
When this page changes.
We may update this policy from time to time. When we make material changes, we'll update the "Last updated" date at the top of this page and, where appropriate, notify you by email. Continued use of the website after changes constitutes acceptance of the updated policy.
§ 11. Contact
Questions about this policy.
If you have questions about this privacy policy or want to exercise any of the rights described above, write to us. We respond to requests within 30 days; complex requests may take up to 90, in which case we'll tell you we need more time.