Our privacy policy which also applies to your use of our site, sets out the terms on which we process any personal data we collect from you, or that you provide to us. By using our site, you consent to such processing, and you warrant that all data provided by you is accurate. we are committed to safeguarding and preserving the privacy of our visitors. 

• When you visit our website, we automatically collect and save your IP address.
• Where you provide this information we will also save your name, delivery address, email address, date of birth, telephone number, patient notes, consultation notes, payment records and details of the medicines you have ordered.

We use Your Data:

We respect your privacy and are committed to protecting Your Data.

we are committed to safeguarding and preserving the privacy of our customers and website visitors.

We do update this Policy from time to time so please do review this Policy regularly.

If you have any questions about this Policy, including any requests to exercise your legal rights, please contact the DPL using the details set out below:

You have the right to make a complaint at any time to the Information Commissioner’s Office the UK supervisory authority for data protection issues. We would, however, appreciate the chance to deal with your concerns before you approach the ICO so please contact us in the first instance.

If you register with us, we will collect personal data or personal information from you. Personal data or personal information means any information about an individual from which that person can be identified. It does not include data where a person’s identity has been removed (anonymous data).

We may collect, use, store and transfer different kinds of data about you which we have categorised as follows:

• Identity Data includes first name, last name, date of birth and gender.
• Contact Data includes delivery address email address and telephone numbers.
• Financial Data includes bank account, payment records and payment card details.
• Medical Data includes your patient medical records, Doctor details, patient notes, consultation notes and details of medicines you have ordered and order history. This category of data constitutes sensitive personal data for the purposes of data protection legislation. This will only be collected where you have expressly provided your consent to provide us with this data through any online forms and medical questionnaires you complete and send to us, telephone conversations and secure messaging with us, as well as through photo assessments.
• Marketing and Communications Data includes your preferences in receiving marketing from us and our third parties and your communication preferences.

Direct interactions You may give us your Identity, Contact, Medical and Financial Data by filling in forms, or by corresponding with us by post, phone, email or otherwise. This includes personal data you provide when you:

•  make an online enquiry;
• completing forms and medical questionnaires on our website. This includes information provided at the time of registering to use our site, subscribing to our service, consultations for treatments, posting material or requesting further services;
• make an online payment;
• subscribe to our services or publications;
• request marketing material to be sent to you;
• provide us with feedback.

Your Medical Data is treated confidentiality, which means that none of our staff can access it unless they are a healthcare professional (or owe a similar duty of confidentiality). We will never disclose Medical Data without your consent unless legally required or permitted to do so.

Your Medical Data will not be used by us to send you information about our products and services (i.e. for marketing purposes) unless you give us your express consent to use your Medical Data this way.

Storing Your Personal Data

We have put in place appropriate security measures to prevent Your Data from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed. In addition, we limit access to Your Data to those employees, agents, contractors and other third parties who have a business need to know. They will only process Your Data on our instructions and they are subject to a duty of confidentiality.

Disclosing Your Data

We may disclose Your Data to third parties, in accordance with this Policy, in the following circumstances: 

• Where permitted by law and subject to us taking steps to ensure that Your Data is properly protected and only used in accordance with this Policy, we may share your Identity, Contact, Financial and Medical Data with:

1. Your Doctor;
2. Another third party, where you have provided your express consent for us to share Your Data with them.

• We may share your Personal Data with External Third Parties to carry out processing activities on our behalf (for example, we may provide your postal address to a courier or we may share your name, address and age with a third-party service provider in order to verify your age and identity). The External Third Parties we work with include:

1. Stripe Inc: To process your online payment.
2. Feefo and Trustpilot: To assist with our review link and to send you messages, such as emails containing invoices or notifications concerning payments.
3. Freshdesk: To react and respond to your enquiries directly.
4. Hotjar: To monitor and identify usability website issues.
5. Livechat and Facebook Messenger: To allow you to interact with third-party live chat platforms directly from the pages of our website, for contacting and being contacted by our support service. This information is anonymised, so you cannot be identified.
6. Survey Monkey: We send anonymous surveys about your medical treatment using SurveyMonkey for clinical governance. This type of service allows you to interact with third-party online survey platforms directly from the pages of our website.
7. Amazon SES email servers: We send marketing emails to you if you have consented to receive marketing material. We send emails using the Amazon SES email servers. Emails are customized using your order history.
8. Mailchimp: If you register with our mailing list or sign up to our newsletter, your email address will be added to our marketing contact list through Mailchimp.
9. Yay.com: We record telephone calls for monitoring and training purposes which is kept for one month. This is used by the patient and MedExpress in the event of a dispute, and in order to manage and regulate the performance of our staff.

 

• We may share Marketing and Communications Data where you have provided your express consent for us to share such with third parties for marketing purposes.
• We may also share Your Data where permitted by law:

1. In the event of a joint venture, collaboration, financing, sale, merger or reorganisation of the company. If a change happens to our business, then the new owners may use Your Data in the same way as set out in this Policy.
2. To further fraud protection and reduce the risk of fraud (for example, to comply with anti-money laundering regulations).

Other than in the specific circumstances set out above we will never share your Medical Data without your express consent.

 

Your legal rights

In certain circumstances, you have the following rights under data protection laws in relation to Your Data. You have the right to:

Request access to Your Data (commonly known as a “data subject access request”). This enables you to receive a copy of the Your Data we hold about you and to check that we are lawfully processing it.

Request correction of the personal data that we hold about you . This enables you to have any incomplete or inaccurate data we hold about you corrected, though we may need to verify the accuracy of the new data you provide to us.

Request erasure of Your Data . This enables you to ask us to delete or remove Your Data where there is no good reason for us continuing to process it. You also have the right to ask us to delete or remove Your Data where you have successfully exercised your right to object to processing (see below), where we may have processed Your Data unlawfully or where we are required to erase Your Data to comply with local law. Note, however, that we may not always be able to comply with your request of erasure for specific legal reasons which will be notified to you, if applicable, at the time of your request.

Request restriction of processing of Your Data . This enables you to ask us to suspend the processing of Your Data in the following scenarios:

• If you want us to establish the data’s accuracy;
• Where our use of Your Data is unlawful, but you do not want us to erase it;
• Where you need us to hold Your Data even if we no longer require it as you need it to establish, exercise or defend legal claims; or
• You have objected to our use of Your Data, but we need to verify whether we have overriding legitimate and/or legal grounds to use it.

Request the transfer of Your Data to you or to a third party. We will provide to you, or a third party you have chosen, Your Data in a structured, commonly used, machine-readable format. Note that this right only applies to automated information which you initially provided consent for us to use or where we used the information to perform a contract with you.

Withdraw consent at any time where we are relying on consent to process Your Data. However, this will not affect the lawfulness of any processing carried out before you withdraw your consent. If you withdraw your consent, we may not be able to provide certain products or services to you. We will advise you if this is the case at the time you withdraw your consent. Please note that we may not be able to comply with this request where we have a legal obligation to keep Your Data.

Data subject access request

You will not have to pay a fee to access Your Data (or to exercise any of the other rights set out above). However, we may charge a reasonable fee if your request is clearly unfounded, repetitive or excessive. Alternatively, we may refuse to comply with your request in these circumstances.