Privacy Policy

Introduction

CELESTREE GLOBAL (CELESTREE, we, us or our) is an international patient navigation and coordination service. This policy applies to information provided through this website and related communications with our team.

CELESTREE is not a healthcare provider. Hospitals, doctors and other healthcare professionals may have their own privacy notices and remain responsible for information they collect directly for clinical care.

Information we collect

We collect information you choose to provide through the Confidential Review form or subsequent communications. This may include your name, country or region, email address, phone or WhatsApp number, preferred language and communication preferences.

• Basic identity and contact details
• Country or region and preferred language
• The content of messages and correspondence
• Technical and security information needed to operate and protect the website, such as request identifiers, submission timing and limited network information

Healthcare enquiry information

Your enquiry may describe a healthcare requirement, preferred treatment area or other health-related context. Please provide only information reasonably needed for CELESTREE to understand your request. The website does not currently support medical-document uploads.

Do not use the form for emergencies. Contact an appropriate local emergency service or healthcare provider when urgent assistance is required.

Information requested if coordination proceeds

After the initial enquiry, CELESTREE may ask for relevant medical reports, imaging, diagnosis history, medication information, identity documents, visa information, insurance details or family-arrangement information where reasonably needed for the agreed coordination step.

The method for providing further information should be agreed separately. Do not send unnecessary medical records or sensitive documents through the website form.

Authorisation before sharing

Before CELESTREE forwards relevant case information to a healthcare institution or other recipient, we seek authorisation from the patient or an appropriately authorised representative. The authorisation should identify the intended coordination purpose and recipient.

Healthcare institutions decide what information they require and remain responsible for their own clinical review and information handling after receipt.

Why we use information

We use submitted information to understand your enquiry, communicate with you, identify possible coordination steps, respond to questions, maintain service continuity and protect the website from misuse.

• Reviewing and responding to your request
• Coordinating communications you ask us to facilitate
• Supporting practical arrangements around hospital-led care
• Maintaining service, security and appropriate business records

Healthcare institutions and coordination

When required to progress an enquiry, CELESTREE may share relevant information with hospitals, doctors or other healthcare institutions being considered for your request. We aim to share only information reasonably necessary for the coordination purpose and in line with your request or further authorization.

Clinical providers determine how they handle information received for assessment or care. Their own privacy terms may apply once they receive it.

Service providers and email communication

CELESTREE uses service providers to host the website, process form submissions, protect the service and deliver email notifications. These providers process information on CELESTREE's behalf for the relevant operational purpose.

Enquiries are currently routed to care@celestreeglobal.com through a transactional email provider. Email travels through third-party systems and should not be used to send unnecessary medical records or highly sensitive documents unless an appropriate channel has been agreed.

Retention, access and protection

We retain personal information only for as long as reasonably needed to address the enquiry, provide requested coordination, maintain necessary records, resolve concerns or meet applicable legal obligations. Retention may vary according to the nature and status of the request.

We aim to limit access to people and service providers who reasonably need the information for the relevant coordination or operational purpose. We use proportionate administrative and technical controls intended to limit unauthorized access and misuse.

No internet or email system can be guaranteed completely secure, so please share only what is necessary at the enquiry stage and use a separately agreed method for later records.

Your choices and rights

Subject to applicable law and appropriate identity verification, you may ask whether CELESTREE holds information about you and request access, correction, updating or deletion. You may also withdraw consent for future enquiry communication or raise a concern about how your information is handled.

Some information may need to be retained where required by law, for legitimate record-keeping or to establish, exercise or defend legal claims. We will explain where a request cannot be fulfilled in full.

International users and cross-border processing

CELESTREE supports families across countries. Information may therefore be processed in India and in other locations where our service providers or healthcare institutions operate. Privacy protections and legal requirements may differ from those in your home country.

Before sharing information with a healthcare institution in another location, families may ask CELESTREE for more information about the proposed recipient and coordination step.

Updates to this policy

We may update this policy when our services, technology or legal obligations change. The current version and its update date will be published on this page.