Privacy Policy

ONCE center, established in Amsterdam, Netherlands (“we”, “us”, “our”) respects your privacy. This policy explains how we collect, use, share, store and protect your personal data when you use this website (oncehealth.care, including www.oncehealth.care), our related websites (once.be and assessment.once.be) and the Mental Health Guide questionnaire.

Purpose of the questionnaire

The questionnaire is used solely to send you the educational Mental Health Guide and, if you ask for it, to let our team reply to you. It does not assess eligibility for any specific treatment or clinical programme, and it is not a diagnosis.

Information We Collect

When you complete the questionnaire we collect:

• your email address (required) and, optionally, your first name;
• your confirmation that you are 18 or older, your consent to the processing of health-related answers, and your optional marketing choice;
• your answers to the questions, which may describe your wellbeing and mental health and are therefore treated as sensitive health data;
• non-identifying campaign information (for example the advertising source of your visit).

If you contact us (for example via WhatsApp or email) we also process the messages you send. When you visit the site we automatically collect usage data such as browser/device type, pages visited and referral data, and — only with your consent — analytics cookies.

How We Use Your Data

• to send you the Mental Health Guide and related educational information;
• to reply when you contact us;
• to send marketing communications, only if you opted in;
• to maintain, secure and improve the website (analytics only with your consent);
• to comply with legal obligations.

We do not sell your data and do not use your questionnaire answers for advertising.

Legal Basis for Processing

• Explicit consent — for health-related questionnaire answers, marketing and analytics cookies. You can withdraw it at any time.
• Legitimate interests — to keep the website secure and working.
• Legal obligation — where the law requires us to keep or disclose data.

Who Receives Your Answers

• Authorised ONCE team members who need the information to respond to you, bound by confidentiality.
• Our hosting and database provider, which stores the data securely on our behalf under a data-processing agreement.
• Our customer-relationship (CRM) system receives only your contact details, consent choices and campaign information — not your individual answers.
• Legal authorities, only if required by law.

What Is Never Sent to Advertising or Analytics Tools

Your questionnaire answers, email address, name and any health information are never sent to Google Analytics, Google Tag Manager, Google Ads or Microsoft Clarity, and are never placed in page addresses (URLs). These tools only receive anonymous events, such as that the questionnaire was started or completed. Questionnaire fields and answers are masked in session recordings, so their content is not recorded.

Data Retention

• Questionnaire answers and contact details — up to 2 years after your last interaction with us, unless you ask us to delete them sooner or the law requires longer retention.
• Marketing data — until you withdraw consent or unsubscribe.
• Session recordings (Microsoft Clarity): 30 days. Recordings marked as favourites and a random sample may be kept for up to 9 months. Heatmaps: up to 9 months.

Your Rights (if you are in EU/Netherlands)

You have the right to:

• access your personal data;
• request correction or update of inaccurate data;
• request deletion (“right to be forgotten”) unless there is a legitimate reason to retain data;
• restrict or object to processing under certain circumstances;
• request data portability;
• withdraw consent at any time (for consent-based processing);
• lodge a complaint with the relevant data protection authority if you believe your rights were violated.

To exercise these rights, contact us at: care@once.be

Cookies & Tracking

We use cookies and similar technologies. Essential technologies that are needed to run the websites do not require your consent. We set non-essential cookies, including analytics cookies, only after you accept them in the cookie banner.

Analytics, heatmaps and session recordings

With your consent we use Google Analytics (through Google Tag Manager) and Microsoft Clarity to understand how visitors use our websites and where they run into difficulties. Clarity shows us, in the form of session recordings and heatmaps, which pages visitors open, where they click and how far they scroll, together with technical information such as device and browser type, approximate location and referral source. We use this data only to improve the websites and the questionnaire.

Google Analytics and Clarity are loaded only after you accept analytics cookies. If you decline, they are not loaded. You can change your choice at any time through “Cookie settings” in the footer. Withdrawing consent stops further collection; it does not affect data collected before.

Children & Minors

This website and the questionnaire are intended for adults (18+). We do not knowingly collect data from minors. If you are under 18, please do not use the questionnaire or submit data.

Data Security

We implement appropriate technical and organizational measures to safeguard data: secure servers, encryption, access controls, and confidentiality obligations for all staff and collaborators.

Contact & Data Protection Officer

If you have questions or requests related to personal data, contact:

ONCE Center
Email: care@once.be

Changes to This Privacy Policy

We may update this policy from time to time. When we do, we’ll post the new version with a revised “Last updated” date. Continued use of our website after changes constitutes acceptance of the updated policy.