Specialists in dementia care · Medellín, Colombia

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Personal Data Processing Policy

This is an English translation provided for convenience. In case of any discrepancy, the Spanish version shall prevail.

Last updated: October 5, 2026

HOGAR PARA EL CUIDADO DEL ADULTO MAYOR RELOJ DE ARENA S.A.S. (hereinafter “Centro Reloj de Arena”) respects the privacy of the people who contact us. This policy explains what personal data we collect through our website and contact channels, what we use it for, and how you can exercise your rights, in accordance with Colombian Law 1581 of 2012, Decree 1377 of 2013 (compiled in Decree 1074 of 2015) and other Colombian personal data protection regulations.

1. Data controller

  • Legal name: HOGAR PARA EL CUIDADO DEL ADULTO MAYOR RELOJ DE ARENA S.A.S.
  • Tax ID (NIT): 900.245.912-9
  • Address: Circular 1 #68-66 (San Joaquín location), Medellín, Antioquia, Colombia
  • Phone: +57 604 230 5288 · +57 300 606 0168
  • Email: info@centrorelojdearena.com
  • Website: www.centrorelojdearena.com

2. Data we collect

Through this website and our contact channels, we only collect contact data, mainly from family members and guardians of people who need our services:

  • Contact form: first name, last name, email address, phone number and the message you choose to send us.
  • WhatsApp and phone calls: phone number, name and the information you share in the conversation.
  • Browsing data: technical information such as approximate IP address, device and browser type, pages visited and time spent on the site, collected through cookies and third-party tools (see section 9).

This website does not request health information, medical records or other sensitive data. The clinical information of our residents and users is handled through channels other than this website, under the protocols and regulations applicable to healthcare services.

3. Health information and third-party data

We recommend that you do not include detailed health information in the contact form or in initial messages. If you choose to share information about your loved one’s health in order to receive guidance, we will use it only to answer your inquiry and advise you about our services, and not for any other purpose.

When you share data about another person (for example, your family member), you declare that you are acting in their interest, as their family member, guardian or representative, and that you are entitled to do so.

4. Purposes of processing

We use your data to:

  • Answer your questions and requests for information.
  • Provide guidance about our services and care plans.
  • Schedule visits, assessments or calls.
  • Follow up on your request.
  • Send you information about our services, educational programs and activities, only if you have authorized us to do so. You may ask us to stop at any time.
  • Analyze website usage in aggregate form to improve it and measure the performance of our communication campaigns.

5. Authorization

By submitting the contact form, writing to us on WhatsApp or contacting us through any channel, you give us your prior, express and informed authorization to process your data for the purposes described in this policy.

6. Data subject rights

As the owner of your personal data, you have the right to:

  • Know, update and correct your data.
  • Request proof of the authorization you gave us.
  • Be informed about how we have used your data.
  • Revoke your authorization and/or request the deletion of your data, when there is no legal or contractual duty to keep it.
  • Access your personal data free of charge.
  • File complaints with Colombia’s Superintendence of Industry and Commerce (Superintendencia de Industria y Comercio) for violations of data protection regulations, once you have completed the inquiry or claim process with us.

7. How to exercise your rights

You can send your inquiries or claims to info@centrorelojdearena.com, including your full name, identification number, contact details, a description of your request and, where applicable, any supporting documents.

  • Inquiries: will be answered within a maximum of ten (10) business days from receipt. If we cannot respond within that period, we will inform you of the reasons and the date of our response, which will not exceed five (5) additional business days.
  • Claims (correction, update, deletion or revocation): will be addressed within a maximum of fifteen (15) business days from the day after receipt. If we cannot address them within that period, we will inform you of the reasons and the date of our response, which will not exceed eight (8) additional business days. If a claim is incomplete, we will ask you to complete it within five (5) days; if two (2) months pass without it being completed, the claim will be considered withdrawn.

The area responsible for handling these requests is Centro Reloj de Arena’s Management (Gerencia).

8. Data processors and transfers

To operate this website and our communication channels, we use technology providers (web hosting, email, WhatsApp and Google tools) that may store or process data on servers located outside Colombia. These providers act as data processors and only process data to provide their services to us. We do not sell or share your data with third parties for their own commercial purposes.

9. Cookies and analytics tools

This website uses cookies and similar third-party technologies:

  • Google Analytics and Google Tag Manager: to measure, in aggregate form, how the site is used.
  • Google Ads: to measure the results of our campaigns and show ads to people who have visited the site.
  • Google reCAPTCHA: to protect the contact form against spam and abuse.

You can block or delete cookies in your browser settings. Some features of the site may be affected.

10. Security and retention

We apply reasonable technical and administrative measures to protect your data against loss, unauthorized access or misuse. We keep your data only for as long as necessary to fulfill the purposes described or while there is a legal duty to keep it.

11. Minors

This website is intended for adults. We do not knowingly collect data from minors.

12. Changes to this policy

We may update this policy. Any changes will be published on this page, indicating the date of the last update.

13. Effective date

This policy is effective as of October 5, 2026.