Privacy Policy

 Last updated 09/06/2026

Welcome to Pride in Health Ltd.'s (“Pride in Health”, “we”, “us”, “our”) privacy policy.

We take your privacy very seriously. Please read this privacy policy carefully as it contains important information about who we are and how and why we collect, store, use and share your personal data. It also explains your rights in relation to your personal data and how to contact us or supervisory authorities in the event you have a complaint.

Controller 

Pride In Health is a specialised provider of tele-healthcare services tailored for the transgender, non-binary and intersex community (‘the Services'). We are a company incorporated in Scotland, with registration number SC802609. Our registered office is located at Suite 2/3, 48 West George Street, Glasgow, G2 1BP.

Pride in Health is the data controller and is responsible for certain personal data about you that we collect and use to supply you with our Services as a ‘Customer' or a ‘Patient', or where you use or browse our website or use our mobile applications ‘User'.

If you have any questions about this policy or about how we handle your data, please contact our data privacy team as follows:

Email: data@prideinhealth.co.uk

You have the right to complain to Pride In Health about how we have used, shared, stored, accessed or otherwise handled your personal data. We ask that you contact us first so we have the opportunity to review and respond to your concern.

You can contact us about privacy, data protection, information rights or data protection complaints by emailing data@prideinhealth.co.uk or by using the Pride In Health complaints form and selecting Privacy/data protection.

You also have the right to complain to the Information Commissioner’s Office (ICO), the UK regulator for data protection matters. If you remain unhappy after our response, or if you are concerned about how your personal data has been handled, you can contact the ICO.

It is important that the personal data we hold about you is accurate and current. Please keep us informed if your personal data changes during your relationship with us.

Changes to the privacy policy and your duty to inform us of changes 

Where we make significant changes to how we collect, use, share or retain personal data, we will update this Privacy Policy and provide additional notice where required by law.

Third-party links 

This website may include links to third-party websites, plug-ins and applications. Clicking on those links or enabling those connections may allow third parties to

collect or share data about you. We do not control these third-party websites and are not responsible for their privacy statements. When you leave our website, we encourage you to read the privacy policy of every website you visit.

Third-party apps, websites and services 

If you use any third party apps, websites or services to access our services, your usage is subject to the relevant third party's terms and conditions, cookies policy, and privacy policy. For example, if you interact with us on social media, your use is subject to the terms and conditions and privacy policies of the relevant social media platform (Facebook, Instagram etc.).

Personal data, or personal information, means any information about an individual from which that person can be identified. It does not include data where the identity has been removed (anonymous data).

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

Customers 

• Identity Data: includes name, date of birth, gender, digital or physical signatures.
• Contact Data: includes email address and telephone number, home address.
• Marketing Data: includes your preferences in receiving marketing communications from us or third parties. 
• Health Information: Medical history, current health conditions, treatment records, diagnostic results, prescriptions.
• Profile Data: includes your username and password, feedback, and your responses to surveys, competitions and promotions, your contact history, purchase history and saved items.
• Usage Data: information about how you use our website, IT, communication and other systems.
• Technical Data: includes your computer's Internet Protocol (IP) address, your browser type and version, the pages you visit, the time and date of your visit, the time spent on each page, the device type, operating system, unique device identifiers, device settings, and geo-location data.
• Transaction Data: includes details about payments to and from you and other details of Services you have purchased from us.

Website or App User 

• Technical Data: includes your computer's Internet Protocol (IP) address, your browser type and version, the pages you visit, the time and date of your visit, the time spent on each page, the device type, operating system, unique device identifiers, device settings, and geo-location data.
• Usage Data: information about how you use our website, IT, communication and other systems

We also collect, use and share Aggregated Data such as statistical or demographic data for any purpose. Aggregated Data could be derived from your personal data but is not considered personal data in law as this data will not directly or indirectly reveal your identity. For example, we may aggregate your Usage Data to calculate the percentage of users accessing a specific website feature. However, if we combine or connect Aggregated Data with your personal data so that it can directly or indirectly identify you, we treat the combined data as personal data which will be used in accordance with this privacy policy.

We may need to collect Special Categories of Personal Data about you (this includes details about your sex life, sexual orientation, information about your health, and genetic and biometric data). Where we collect this information we will do so in compliance with the requirements of applicable data protection
legislation.

If you fail to provide personal data 

Where we need to collect personal data by law, or under the terms of a contract we have with you, and you fail to provide that data when requested, we may not be able to perform the contract we have or are trying to enter into with you (for example, to provide you with our Services). In this case, we may have to cancel a product you have purchased from us but we will notify you if this is the case at the time.

We use different methods to collect data from and about you including through:

• Direct interactions.You may give us your personal data by filling in forms or by corresponding with us by post, phone, email or otherwise. This includes personal data you provide when you:
  • apply for our Services;
  • create an account on our website;
  • subscribe to our publications;
  • request marketing to be sent to you;
  • enter a competition, promotion or survey; or
  • give us feedback or contact us.
• Automated technologies or interactions. As you interact with our website, we will automatically collect Technical Data about your equipment,
  browsing actions and patterns. We collect this personal data by using cookies, server logs and other similar technologies. We may also receive Technical Data about you if you visit other websites employing our cookies.

Please see our cookie policy https://prideinhealth.co.uk/cookie-policy for further details.

Third parties. 

We will receive personal data about you from various third parties such as:

• analytics providers such as Google;
• providers of technical, payment and delivery services such as Stripe or Klarna.
  

We will only use your personal data when the law allows us to. Most commonly, we will use your personal data in the following circumstances:

• Where we need to perform the contract we are about to enter into or have entered into with you.
• Where it is necessary for our legitimate interests (or those of a third party) and your interests and fundamental rights do not override those interests.
• Where we need to comply with a legal obligation.
• In limited circumstances where you have given your consent.
• The processing is necessary to protect someone's life in their vital interests.
• The processing is necessary for us to perform a task in the public interest or exercise official authority.

Purposes for which we will use your personal data 

We have set out below, in a table format, a description of all the ways we plan to use your personal data, and which of the legal bases we rely on to do so. We have also identified what our legitimate interests are where appropriate.

Note that we may process your personal data for more than one lawful ground depending on the specific purpose for which we are using your data. Please contact us if you need details about the specific legal ground we are relying on to process your personal data where more than one ground has been set out in the table below.

To register you as a new customer

• Type of data:
  (a) Identity
  (b) Contact
• Lawful basis for processing:
  (a) Performance of a contract with you

To process and deliver your request for Services, including:

• Managing payments, fees, and charges
• Collecting and recovering money owed to us
• Sharing your information with our third-party healthcare providers
• Type of data:
  (a) Identity
  (b) Contact
  (c) Health
  (d) Transaction
  (e) Marketing and Communications
   
• Lawful basis for processing:
  (a) Performance of a contract with you
  (b) Necessary for our legitimate interests (to recover debts due to us)
  (c) Consent
   

To manage our relationship with you, including:

• Notifying you about changes to our terms or privacy policy
• Asking you to leave a review or take a survey
   
• Type of data:
  (a) Identity
  (b) Contact
  (c) Profile
  (d) Marketing and Communications
   
• Lawful basis for processing:
  (a) Performance of a contract with you
  (b) Necessary to comply with a legal obligation
  (c) Necessary for our legitimate interests (to keep our records updated and to study how customers use our Services)
  (d) Consent
   

To take any steps we deem necessary to protect your vital interests, including sharing your information with trusted partners

• Type of data:
  (a) Identity
  (b) Contact
  (c) Health
• Lawful basis for processing:
  (a) Performance of a contract with you
  (b) To protect your vital interests

To administer and protect our business and website, including:

• Troubleshooting
• Data analysis
• Testing
• System maintenance
• Support
• Reporting and hosting of data
   
• Type of data:
  (a) Identity
  (b) Contact
  (c) Technical
   
• Lawful basis for processing:
  (a) Necessary for our legitimate interests (for running our business, provision of administration and IT services, network security, fraud prevention, and in the context of a business reorganisation or group restructuring exercise)
  (b) Necessary to comply with a legal obligation
   

To deliver relevant website content and advertisements, and measure their effectiveness

• Type of data:
  (a) Identity
  (b) Contact
  (c) Profile
  (d) Usage
  (e) Marketing and Communications
  (f) Technical
• Lawful basis for processing:
  (a) Necessary for our legitimate interests (to study how customers use our Services, to develop them, to grow our business, and to inform our marketing strategy)
  (b) Consent

To use data analytics to improve our website, Services, marketing, customer relationships, and experiences

• Type of data:
  (a) Technical
  (b) Usage
• Lawful basis for processing:
  Necessary for our legitimate interests (to define types of customers for our Services, to keep our website updated and relevant, to develop our business, and to inform our marketing strategy)

To make suggestions and recommendations about Services that may be of interest to you

• Type of data:
  (a) Identity
  (b) Contact
  (c) Technical
  (d) Usage
  (e) Profile
  (f) Marketing and Communications
• Lawful basis for processing:
  (a) Necessary for our legitimate interests (to develop our Services and grow our business)
  (b) Consent

Marketing 

We strive to provide you with choices regarding certain personal data uses, particularly around marketing and advertising.

We may use your Identity, Contact, Health, Technical, Usage, and Profile Data to form a view on what we think you may want or need, or what may be of interest to you. This is how we decide which Services and offers may be relevant for you (we call this marketing).

If you are a customer, you may receive marketing communications from us if you have consented for us to send you this information or if you have requested information from us or purchased Services from us and you have not opted out of receiving that marketing.

Opting out 

You can ask us to stop sending you marketing messages at any time by unsubscribing.

Where you opt out of receiving these marketing messages, this will not apply to personal data provided to us as a result of a product/ purchase, product experience or other transactions.

Cookies 

You can set your browser to refuse all or some browser cookies, or to alert you when websites set or access cookies. If you disable or refuse cookies, please note that some parts of this website may become inaccessible or not function properly.

For more information about the cookies we use, please see https://prideinhealth.co.uk/cookie-policy

Change of purpose 

We will only use your personal data for the purposes for which we collected it, unless we reasonably consider that we need to use it for another reason and that reason is compatible with the original purpose. If you wish to get an explanation as to how the processing for the new purpose is compatible with the original
purpose, please contact us.

If we need to use your personal data for an unrelated purpose, we will notify you and we will explain the legal basis which allows us to do so.

Please note that we may process your personal data without your knowledge or consent, in compliance with the above rules, where this is required or permitted by law.

Payment Processors 

We use Stripe Payments UK Ltd to process all payments securely. Stripe may share limited client details (name, email, billing address, and transaction amount) with Klarna to facilitate Klarna payments.

Pride In Health does not access or store your Klarna account details. You can view Stripe's Privacy Policy at https://stripe.com/gb/privacy and Klarna's at https://www.klarna.com/uk/privacy/.

Where payment processors process personal data outside the UK or the European Economic Area, this will be managed through their data protection arrangements and appropriate lawful transfer safeguards.

We may share your personal data with the parties set out below for the purposes set out in the table [Purposes for which we will use your personal data] above.

• External Third Parties
  • Service providers acting as processors who provide services such as payment processing, IT and system administration, website support, secure communications, and patient management system services. Where patient-identifiable healthcare information is processed through systems selected by Pride In Health, we use UK-based systems wherever this is within our control.
  • Healthcare service providers with whom we have partnered to help us deliver our Services – such as phlebotomy services providers, pharmacies, independent healthcare practitioners GP's, NHS, private surgical providers.
  • Marketing companies– helping us to manage our electronic
    communications to you and to help us show you the advertising you are most likely to be interested in, companies that provide marketing and advertising assistance (including management of email marketing operations, mobile messaging services such as SMS, and services that deploy advertising on the internet or social media platforms, such as Facebook, Instagram, Pinterest and Google) as well as analysis of the effectiveness of our advertising and communications campaigns.
  • Professional advisers including lawyers, bankers, auditors and insurers who provide consultancy, banking, legal, insurance and accounting services.
  • HM Revenue & Customs, regulators and other authorities based in the United Kingdom.
• Third parties to whom we may choose to sell, transfer or merge parts of our business or our assets. Alternatively, we may seek to acquire other
  businesses or merge with them. If a change happens to our business, then the new owners may use your personal data in the same way as set out in this privacy policy.

We require all third parties to respect the security of your personal data and to treat it in accordance with the law. We do not allow our third-party service providers to use your personal data for their own purposes and only permit them to process your personal data for specified purposes and in accordance with our instructions.

Our clinical systems and the main systems we use for patient-identifiable healthcare information are UK-based, where this is within our control.

Some third-party service providers, including payment processors, may process limited personal data outside the UK or the European Economic Area. Where this happens, we will ensure that appropriate safeguards are in place in accordance with UK data protection law. These may include adequacy regulations, the UK International Data Transfer Agreement, the UK Addendum to the EU Standard Contractual Clauses, or another lawful transfer mechanism.

Payment processors such as Stripe and Klarna may process limited payment-related information in accordance with their own privacy notices and data protection arrangements. Pride In Health does not access or store Klarna account details.

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

We have put in place procedures to deal with any suspected personal data breach and will notify you and any applicable regulator of a breach where we are legally required to do so.

How long will you use my personal data for? 

We will only retain your personal data for as long as reasonably necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, regulatory, tax, accounting or reporting requirements. We may retain your personal data for a longer period in the event of a complaint or if we reasonably believe there is a prospect of litigation in respect to our relationship with you.

To determine the appropriate retention period for personal data, we consider the amount, nature and sensitivity of the personal data, the potential risk of harm from unauthorised use or disclosure of your personal data, the purposes for which we process your personal data and whether we can achieve those purposes through other means, and the applicable legal, regulatory, tax, accounting or other requirements.

Details of retention periods for different aspects of your personal data are available from us by contacting us.

Under data protection law, you have rights in relation to your personal data. These rights include:

Request access to your personal data.
Request correction of the personal data that we hold about you.
Request erasure of your personal data. 

Object to processing of your personal data.

Request restriction of processing of your personal data.

Request the transfer of your personal data to you or to a third party.

Withdraw consent at any time where we are relying on consent to process your personal data. 

If you wish to exercise any of these rights please contact our privacy team. 

How to make a request

• You can ask to access, correct, delete, restrict or transfer your personal data, or object to how we use it, by contacting us at data@prideinhealth.co.uk.
• To help us deal with your request, please tell us:
• Your full name.
• Your date of birth.
• The email address or contact details linked to your Pride In Health account or care record.
• Which right you want to exercise, for example access, correction or deletion.
• What information your request relates to.
• Any specific dates, appointments, documents or communications that may help us identify the information.
• We may need to ask for proof of identity before responding. This helps us make sure we do not disclose personal data to the wrong person.
• If you ask us to correct information, please tell us what you believe is inaccurate or incomplete, and provide any supporting information where relevant.
• If you ask us to delete information, we will consider whether the right to erasure applies. In some cases, we may need to keep information for legal, clinical, safeguarding, tax, insurance, regulatory or governance reasons. Where this applies, we will explain this to you.

Please read more about these rights below

Urgent requests

• If your request is urgent because it relates to an immediate clinical, safeguarding or safety concern, please make this clear when contacting us.
• We will review urgent requests as soon as reasonably possible and prioritise them where there is a clear risk of harm, safeguarding concern, or urgent need linked to care or safety.
• Data protection rights requests are not an emergency service. If there is an immediate risk to life or safety, please contact emergency services or the appropriate urgent healthcare service.
• Our usual legal timeframe for responding to data protection rights requests is one month. Where a request is complex, or where we receive multiple requests from the same person, this may be extended in line with data protection law. We will tell you if this applies.
  
  

No fee usually required 

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

What we may need from you 

We may need to request specific information from you to help us confirm your identity and ensure your right to access your personal data (or to exercise any of your other rights). This is a security measure to ensure that personal data is not disclosed to any person who has no right to receive it. We may also contact you to ask you for further information in relation to your request to speed up our response.

Time limit to respond 

We try to respond to all legitimate requests within one month. Occasionally it could take us longer than a month if your request is particularly complex or you have made a number of requests. In this case, we will notify you and keep you updated.

You have the right to: 

Request access to your personal data (commonly known as a "data subject access request"). This enables you to receive a copy of the personal 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 personal data. This enables you to ask us to delete or remove personal 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 personal data where you have successfully exercised your right to object to processing (see below), where we may have processed your information unlawfully or where we are required to erase your personal 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.

Object to processing of your personal data where we are relying on a legitimate interest (or those of a third party) and there is something about your particular situation which makes you want to object to processing on this ground as you feel it impacts on your fundamental rights and freedoms. You also have the right to object where we are processing your personal data for direct marketing purposes. In some cases, we may demonstrate that we have compelling legitimate grounds to process your information which override your rights and freedoms.

Request restriction of processingof your personal data. This enables you to ask us to suspend the processing of your personal data in the following scenarios:

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

Request the transfer of your personal data to you or to a third party. We will provide to you, or a third party you have chosen, your personal 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 timewhere we are relying on consent to process your personal 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 Services to you. We will advise you if this is the case at the time you withdraw your consent.

If you are unhappy with how we have used, shared, stored, accessed or otherwise handled your personal data, you can make a data protection complaint to Pride In Health.

You can do this by emailing data@prideinhealth.co.uk or by using our complaints form and selecting Privacy/data protection.

It is helpful if you tell us what happened, what personal data is involved, and what outcome you are looking for.

We will acknowledge your data protection complaint within 30 days of receiving it. We will investigate without undue delay, keep you informed where needed, and provide an outcome without undue delay.

If you remain unhappy, you can complain to the Information Commissioner’s Office (ICO).