Cookies policy
Customer Care
Customer Care
1. What Are Cookies?
Cookies are small text files placed on your device (computer, tablet, or mobile) when you visit a website.
They are widely used to:
- Make websites work properly
- Improve user experience
- Provide analytical insights
- Support security and authentication
Cookies do not typically contain information that directly identifies you, but some cookies may be linked to personal data.
2. How We Use Cookies
We use cookies to:
- Enable core website functionality
- Secure our platform and prevent fraud
- Remember your preferences
- Analyse website performance and usage
- Improve our services and user experience
- Support marketing (where consent is given)
We do not use cookies to process health data directly, but usage data may indirectly relate to your interaction with our services.
3. Types of Cookies We Use
3.1 Strictly Necessary Cookies
These cookies are essential for the website to function.
They enable:
- Secure login and account access
- Order processing
- Security and fraud prevention
- Load balancing and system stability
Legal basis: PECR exemption (no consent required)
3.2 Functionality Cookies
These cookies allow us to remember your preferences and settings.
They may store:
- Language preferences
- Login settings
- Saved forms or inputs
Legal basis: Consent
3.3 Performance and Analytics Cookies
These cookies help us understand how users interact with our website.
We use them to:
- Measure page performance
- Analyse user journeys
- Identify errors or broken flows
- Improve service design
Examples may include tools such as analytics providers (e.g. Google Analytics or equivalent).
Legal basis: Consent
3.4 Marketing and Targeting Cookies
These cookies are used to:
- Deliver relevant advertising
- Measure campaign effectiveness
- Track engagement across platforms
We may use third-party marketing platforms for this purpose.
We do not use health data for advertising targeting.
Legal basis: Consent
3.5 Third-Party Cookies
Some cookies are placed by third-party services we use, including:
- Payment processors
- Analytics providers
- Video consultation or chat providers
- Security and fraud prevention tools
These third parties may process data outside our direct control but are contractually required to comply with applicable data protection laws.
4. Legal Basis for Cookies (UK GDPR & PECR)
Under Privacy and Electronic Communications Regulations PECR 2003 and UK GDPR:
- Strictly necessary cookies do not require consent
- All other cookies require freely given, informed, and specific consent
We obtain consent via our cookie banner before non-essential cookies are activated.
You can withdraw consent at any time.
5. How We Obtain Consent
When you first visit our website, you are shown a cookie banner allowing you to:
- Accept all cookies
- Reject non-essential cookies
- Customise preferences
We do not activate non-essential cookies until consent is given.
We maintain a record of consent choices in compliance with ICO guidance.
6. How to Manage or Disable Cookies
You can control cookies in several ways:
6.1 Website Cookie Settings
You can update your preferences at any time via our cookie settings tool.
6.2 Browser Settings
Most browsers allow you to:
- Block cookies
- Delete existing cookies
- Set preferences for certain websites
Links for major browsers:
Instructions vary by browser version. For further assistance, you may contact our Patient Care team at [email protected].
7. Data Collected via Cookies
Cookies may collect:
- IP address (anonymised or truncated where possible)
- Device and browser information
- Session activity
- Pages visited
- Time spent on pages
- Referral sources
Where this data can identify you, it is treated as personal data under UK GDPR.
8. Cookies and Health Data
We do not use cookies to collect or infer health data directly.
However:
- Website usage may relate to your interaction with health services
- This is treated as personal data where identifiable
Health data itself (e.g. test results) is not stored in cookies.
9. How Long Cookies Last
Cookies may be:
Session Cookies
- Deleted when you close your browser
Persistent Cookies
- Remain on your device until expiry or deletion
Retention periods vary depending on purpose, typically:
- Session cookies: duration of visit
- Analytics cookies: up to 24 months
- Marketing cookies: typically 30–365 days
Exact durations depend on provider settings.
10. International Data Transfers
Some third-party cookie providers may process data outside the UK.
Where this occurs, we ensure safeguards such as:
- UK adequacy regulations
- Standard Contractual Clauses (SCCs)
- UK International Data Transfer Agreements (IDTA)
- UK-US Data Privacy Framework (where applicable)
11. Updates to This Cookies Policy
We may update this Cookies Policy from time to time to reflect:
- Legal or regulatory changes
- Technical updates
- Changes in service providers
The latest version will always be available on our website.
12. Contact Us
If you have questions about this Cookies Policy or data protection practices:
Email: [email protected]
