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Privacy policy

Last updated: 26.10.2026.

This policy explains what personal data the hopecentar.rs website collects: through the online shop, treatment bookings, the questionnaire before a consultation, the contact form and the professional account. It says why we collect it, who receives it, how long we keep it and what your rights are, under the Personal Data Protection Act of the Republic of Serbia.

Data controller

HOPE ACADEMY DOO Beograd (Zemun)
Registered office: Branka Plećaša 12, 11080 Belgrade (Zemun), Republic of Serbia
Contact address: Rankeova 16, 11000 Belgrade
Tax ID (PIB): 113706636 · Registration number: 21917036
Legal representative: Bojana Jovanović
E-mail: [email protected] · Phone: +381 64 270 3292

For any question about your data and to exercise your rights, write to [email protected].

What data we collect and why

  • Shop order: full name, phone, e-mail, delivery address and town, a note, the products ordered, payment and delivery method. Basis: performing the sale contract. Issuing the fiscal receipt and bookkeeping: a legal obligation.
  • Treatment booking: full name, e-mail, phone, the service chosen, the preferred date and time and a note. For clients who come in we also keep a client record with name, phone, e-mail and date of birth. Basis: steps taken at your request before a contract and performing the contract; the form does not send without your consent.
  • Toxicity questionnaire before a consultation: full name, phone, e-mail, date of birth if you enter it, and your answers about symptoms with the score. This is health data, a special category of personal data. Basis: your explicit consent, given by ticking the box before sending, in order to prepare the consultation. Only Hope Centar staff see the full questionnaire, in the site's back office; the e-mail about a new questionnaire carries your name, contact details and the score per area, not the single answers.
  • Contact form: name, e-mail, phone if you enter it, the message and the page it was sent from. Basis: steps taken at your request.
  • Professional account: name, e-mail, password (stored only as a hash) and the time of the last sign-in. Basis: the cooperation contract.
  • With every order, booking, questionnaire and message the IP address and browser details are recorded, to protect the forms from abuse. Basis: legitimate interest.
  • Visits to the site: like every web server, ours keeps technical records (IP address, time, page, browser) in order to run and stay secure. Analytics only starts with your consent (see "Cookies and data in your browser").

Payment is cash on delivery, so we never receive any payment card details.

Who else receives data

  • Staff and bookkeeping: notices of an order, a booking, a questionnaire or a message reach Hope Centar staff by e-mail (some of those mailboxes are on Gmail, Google), with a copy to our website maintenance provider. A copy of each order also goes to the seller's accounting firm, for keeping the business books.
  • The courier: name, address, phone and the amount to collect, only for the delivery.
  • Fiscalisation: the receipt for every order is issued by an approved electronic fiscalisation system, and the receipt data goes to the Tax Administration, as the law requires.
  • Hosting and maintenance: the site, the database and the forms run on a server of our hosting and maintenance provider, in a data centre in Germany (EU). The e-mails about an order, a booking or a message also go out through that server and arrive in Hope Centar's mailbox at its e-mail provider.
  • Cloudflare: delivers and protects the site, so it sees the IP address; on the professional sign-in it checks that you are not a robot (Turnstile).
  • Google: Google Analytics only with your consent, and Google Maps on the Contact page only once you click the map.
  • Backups: Daily backup copies of the database are also kept with an external backup service outside the European Union.

We never sell data or give it to anyone for advertising. We give it to state authorities only where the law requires.

Transfers outside Europe

Cloudflare and Google are US companies and may process data outside Serbia and the European Union as well. Such transfers rely on those companies' standard contractual clauses and on the EU-U.S. Data Privacy Framework.

How long we keep data

  • Orders and fiscal receipts: as long as accounting, tax and fiscalisation rules require.
  • Bookings, client record and questionnaire: for as long as they are needed to provide the service and follow the treatment, and as long as the rules require. At your request we delete everything the law does not oblige us to keep.
  • Messages from the contact form: 12 months from receipt, then they delete themselves from our database.
  • Professional account: for as long as the account exists.
  • E-mails stay in Hope Centar's mailbox until we delete them.
  • Server records: 14 days, then they delete themselves.
  • Analytics at Google: 14 months.

Your rights

You have the right to access your data and get a copy, to have it corrected, erased or its processing restricted, to data portability and to object to processing based on legitimate interest. You can withdraw consent, for the questionnaire and for analytics, at any time, without affecting the lawfulness of processing before you withdrew it. Send your request to [email protected]; we reply without delay, within the time the law sets.

You can lodge a complaint with the Commissioner for Information of Public Importance and Personal Data Protection (Bulevar kralja Aleksandra 15, 11120 Belgrade; www.poverenik.rs).

Cookies and data in your browser

  • hc_pristanak: your cookie choice, 6 months. Necessary.
  • _ga and _ga_NZKEJPJVDS: Google Analytics, up to 2 years, only after "Accept". Until you agree, the site does not contact Google.
  • hc_korpa_v1: the shop basket, in your browser's storage, until you empty it.
  • hc_last_order and hc_last_track: so the page after an order knows which one you sent, only while the tab is open.
  • hc_pro: only after signing in to the professional account, until you close the browser.

Change your choice with "Cookies" in the site footer. More about cookies: Cookie policy (in Serbian).

Children

The site is not aimed at children under 15 and we do not knowingly collect their data. Purchases in the shop are made by adults.

Security

The site only works over an encrypted connection (HTTPS). Orders, bookings, questionnaires and messages sit outside the public part of the site; only Hope Centar staff, through a password protected back office, and authorised staff of the hosting and maintenance provider can see them.

Changes to this policy

When we change how we handle data, we change this page and the date at its top.

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