Privacy Policy

The Policy-Urgencee (“we”, “us” or “our”) is committed to protecting and respecting your privacy.

This policy governs how we use your personal data for the purpose of providing Urgencee services to Urgencee patients.

This policy sets out the basis on which any personal data we collect from you, or that you provide to us, will be processed by us. Please read the following carefully to understand our views and practices regarding your personal data and how we will treat it. By visiting www.Urgencee.com.co.uk (“our site”) and/or our mobile or web application Urgencee app and website (“our application”) you are accepting and consenting to the practices described in this policy.

For the purposes of the Data Protection Act 2018 (as amended or re-enacted from time to time) and all applicable laws and regulations relating to the processing of personal data and privacy, including (insofar as it is in force from time to time) the General Data Protection Regulation ((EU) 2016/679) (the “Data Protection Legislation”), the data controller is Urgencee.com Limited (company number: 10089666) of Urgencee.com, 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ.

1. Information we collect 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 the identity has been removed (known as “anonymous data”).

We will collect and process the following data about you:

1.1 Information you give us

This is information about you that you give us by filling in booking forms on our site or on our application or by corresponding with us by phone, e-mail or otherwise. It includes information you provide when you register to use our site or our application, subscribe to or use our services, including participating in a consultation with any of our clinicians, search for a service, make a booking on our site or our application, enter a competition, promotion or survey, sign-up to our email newsletter and when you report a problem with our site or our application. The information you give us may include your name, date of birth, address, e-mail address, phone number, gender, financial and credit card information, photograph or ID documentation, and any other information that you provide to us about yourself.

1.2 Information we collect about you

With regard to each of your visits to our site or our application we will automatically collect the following information:

• technical information, including the Internet protocol (IP) address used to connect your computer to the Internet, your login information, browser type and version, time zone setting, browser plug-in types and versions, operating system and platform;
• information about your visit, including the full Uniform Resource Locators (URL), clickstream to, through and from our site (including date and time), products or services you viewed or searched for, page response times, download errors, length of visits to certain pages, page interaction information (such as scrolling, clicks, and mouse-overs), methods used to browse away from the page, and any phone number used to call our customer service number.

1.3 Special categories of personal data

We may ask you to provide us with certain special categories of personal information, particularly during the course of a consultation. Such data may include data concerning your health, including medical records and past medical history, sex life or sexual orientation.

We will only use and process such data where:

• it is necessary for the purposes of preventive or occupational medicine, medical diagnosis, or the provision of health care or treatment; or
• you have provided your explicit consent to us doing so; or
• where it is necessary for the establishment, exercise or defence of legal claims.

If we intend to process your special category personal data for any other lawful purpose, we will notify you before doing so (where possible) of the legal basis on which we are seeking to rely.

1.4 Information we receive from other sources

This is information we receive about you if you use any of the websites with which we are affiliated and through which you can make a booking for our services or in order to provide the services to you. We are working closely with third parties (including, for example, business partners, sub-contractors in technical, payment and delivery services, advertising networks, analytics providers, search information providers, credit reference agencies and pharmacies). We will notify you when we receive information about you from them and the purposes for which we intend to use that information.

2. Uses made of your information

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

• to carry out our obligations arising from any contracts entered into between you and us or to take steps at your request before entering into any contracts;
• to comply with any legal obligations to which we are subject; or
• where it is necessary for our or a third party’s legitimate interests, including for the purposes of preventing fraud, except where such interests are overridden by your interests or fundamental rights and freedoms.

3. 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.

Purpose/Activity	Type of data	Lawful basis for processing including basis of legitimate interest
To register you as a new customer	Identity, contact details, ID documentation	Performance of a contract with you
To process and provide the services that you have ordered including: (a) Manage payments, fees and charges; (b) Collect and recover money owed to us	Identity, contact details and financial and credit card information	(a) Performance of a contract with you (b) Necessary for our legitimate interests (to recover debts due to us)
To carry out a consultation and to provide you with medical advice or treatment	Identity, special categories of data concerning your health, sex life and sexual orientation, other information regarding your lifestyle	(a) Performance of a contract with you (b) Special categories of data – necessary for the purposes of preventive or occupational medicine, medical diagnosis, or the provision of health care or treatment, or where you have provided your explicit consent
To manage our relationship with you which will include: (a) Notifying you about changes to our terms or privacy policy; (b) Asking you to leave a review or take a survey	Identity, contact details, and marketing preferences	(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 products/services)
To administer and protect our business and this website (including troubleshooting, data analysis, testing, system maintenance, support, reporting and hosting of data)	Identity, contact details and technical data such as IP address	(a) Necessary for our legitimate interests (for running our business, provision of administration and IT services, network security, to prevent fraud 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 to you and measure or understand the effectiveness of the advertising we serve to you	Identity, contact details, technical data such as IP address, marketing preferences	Necessary for our legitimate interests (to study how customers use our products/services, to develop them, to grow our business and to inform our marketing strategy)
To use data analytics to improve our website, products/services, marketing, customer relationships and experiences	Technical data such as IP address	Necessary for our legitimate interests (to define types of customers for our products and services, to keep our website updated and relevant, to develop our business and to inform our marketing strategy)
To make suggestions and recommendations to you about goods or services that may be of interest to you	Identity, contact details, usage data and marketing preferences	Necessary for our legitimate interests (to develop our products/services and grow our business)

Marketing

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

We may use your identity, contact details, usage data, technical data and marketing preferences 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 products, services and offers may be relevant for you.

You will receive marketing communications from us if you have requested information from us or purchased services from us and, in each case, you have not opted out of receiving that marketing.

We will get your express opt-in consent before we share your personal data with any company outside the Urgencee.com Limited group for marketing purposes.

Opting Out of Marketing

You can ask us or third parties to stop sending you marketing messages at any time by contacting us at any time.

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

If we intend to use your information for any other purpose, we will let you know what we intend to do with such data and the legal basis we are relying on for processing such data. This may include obtaining your express consent to the use of such data.

4. Disclosure of your information

Other than in respect of special category personal data, you agree that we have the right to share your personal information with the third parties set out below, or any other third parties notified to you, for the purposes set out in paragraph 3 above:

• The pharmacy where you have booked your consultation or wish to have a prescription collected/delivered from.
• Couriers or the postal system to deliver medical supplies, letters or prescriptions to patients.
• Stripe, Paypal, Tide, or any other payment services provider.
• Trustpilot, Google, to keep track of user reviews.
• Professional advisers including lawyers, bankers, auditors and insurers based in the UK.
• Regulators and other authorities who require reporting of processing activities in certain circumstances.
• Third parties to whom we may choose to sell, transfer or mere 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.
• Fraud prevention agencies.

We will only share your special category personal information with third parties where:

• it is necessary for the purposes of preventive or occupational medicine, medical diagnosis, or the provision of health care or treatment; or
• you have provided your explicit consent to us doing so; or
• where it is necessary for the establishment, exercise or defence of legal claims.

If we intend to share your special category personal data with any third parties for any other lawful purpose, we will notify you before doing so (where possible) of the legal basis on which we are seeking to rely.

Where you participate in a consultation, the relevant clinician will make notes of your consultation and the treatment or advice provided. We encourage you to allow us to share your consultation notes with your regular doctor or general practitioner, but we will only do so with your explicit consent; unless required to do so by law. In such circumstances, we will only disclose so much of your clinical notes as you request.