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Privacy Policy

Introduction

At Live Well Pharmacy, we respect your privacy and are committed to protecting your personal data. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our website and services. It also outlines your rights under the UK General Data Protection Regulation (UK GDPR) and Data Protection Act 2018.

 

Live Well Pharmacy (Concept Medicine Limited) is the “data controller” for the personal information you provide to us. We are registered with the Information Commissioner’s Office (ICO) in the UK, which means we adhere to strict rules on how we handle your data. We only collect and process personal data necessary to provide our pharmacy and consultation services to you, to comply with our legal obligations, and to improve our offerings. We do not sell your data to third parties.

 

By using our site or services, you consent to the data practices described in this policy. If you do not agree with this Privacy Policy, please do not use our services. We may update this policy from time to time (see “Changes to this Policy” at the end), and we will notify you of any significant changes.

Data We Collect

We collect various types of personal information from you when you register on our site, fill out medical questionnaires, partake in consultations, place an order, or otherwise interact with us. This includes:

  • Identity Information: Name, date of birth, and gender. We require your full name and DOB to verify your identity, ensure you meet our age requirements, and for prescriptions (which legally must list the patient’s name and age/DOB for certain medicines).
  • Contact Information: Home address, delivery address (if different), email address, and phone number. We need these to deliver your medications, contact you about your orders or consultations, and send service-related notifications.
  • Health and Medical Information: This is the core of our service. It includes the details you provide in the medical questionnaire and consultation, such as your medical history, current symptoms, existing medical conditions, known allergies, current medications you are taking, and relevant lifestyle information (e.g., smoking status, etc. if applicable). It also includes records of the consultations themselves (notes taken by our prescribers about your condition) and any test results or images you provide. We also maintain a record of prescriptions issued, medicines dispensed, and any advice given. This is considered sensitive “special category” personal data (health data) and is handled with a high level of security and care.
  • GP Details: We may collect the contact details of your NHS GP (name of your GP and/or GP practice, address, phone) as part of your account information or during a consultation. This allows us to contact your doctor if needed (with your consent) to ensure continuity of care or to verify information.
  • Payment Information: If you make a purchase, our payment processor will collect your payment card details (cardholder name, card number, expiry date, billing address). We do not store your full card details on our systems; they are processed securely by our accredited payment provider. We may retain partial details (e.g., last 4 digits of card, card type) for reference and fraud prevention, and records of transactions (amount, date, method) for accounting.
  • Technical and Usage Information: When you use our website, we automatically collect certain data like your IP address, device type, browser type, and browsing actions (e.g., pages viewed). We use cookies and similar technologies to gather information on how users navigate our site. This technical data helps us optimize our website experience and ensure security (for example, detecting suspicious logins). (See Cookies below.)
  • Communication Records: If you contact us with a query, complaint, or feedback (via email, phone, or contact form), we will keep a record of that correspondence and any information you provide during that interaction (such as your name and the issue raised). Similarly, if our pharmacist or customer service team contacts you (for follow-up or clarifications on your order), we document those communications.

We collect most of this information directly from you. In some cases, we might obtain information from other sources: for example, with your permission, we might access your NHS Summary Care Record to view current medications or allergies​; or if you have had labs/tests done through us or provided by you, we include those results in your record. We may also receive information from your GP or previous healthcare providers if you have provided it or consented for them to share it.

We minimize the data we collect to what is relevant and necessary for the purposes set out in this policy.

How We Use Your Information

We use your personal data for the following purposes:

  • To Provide Pharmacy Services: The primary use of your information is to deliver the service you signed up for – that is, to conduct consultations, make clinical assessments, issue prescriptions, and dispense and supply medications. For example, our prescribers use your medical history and symptoms to evaluate your condition and decide on appropriate treatment. Our pharmacy team uses your address to send out your medication. We use your health information to ensure any medication prescribed is safe in light of your allergies and other medications​.
  • Processing and Fulfilling Orders: We use your information to process your orders for medication or products. This includes using identity and payment information to take payment and using your contact and address information to deliver the products to you.
  • Communication: We use your email or phone number to communicate with you about your orders and appointments. This can include appointment confirmations, reminders for your video consultation, notifications when your prescription is approved or your order is dispatched, and follow-up communications. We may also contact you to ask for additional information about your medical condition if needed for the prescription (for instance, if a prescriber needs clarification on an answer you gave in the questionnaire, we might email or call you). We might send you a follow-up after your treatment to check how you are doing or remind you about renewing a prescription if applicable.
  • Account Management: If you create an account on our website, we use your data to maintain your account (e.g., saving your medical history for next time, showing your past orders, etc.). We also use it to authenticate you when you log in and to ensure the security of your account.
  • Safety and Quality Assurance: We may use health data for internal reviews, audits, and clinical governance to ensure we are providing safe care (for example, our superintendent pharmacist or medical director may review consultation records to ensure guidelines are followed). If you report a side effect or if there’s an issue with a medication, we will use your information to investigate and report to regulatory authorities if required. We also keep records as required by law (e.g., a record of all prescriptions dispensed).
  • Compliance with Legal Obligations: As a pharmacy and healthcare provider, we are subject to various legal requirements. We use personal data to comply with laws such as the Medicines Act, pharmacy regulations, NHS contractual obligations, and data protection laws. For example, we must keep pharmacy records of prescriptions dispensed for a certain number of years, we must prevent fraudulent orders (which might involve using identity information to verify that someone is not using a false identity), and we may have to disclose information if required by a court order or law enforcement investigation.
  • Improving Our Services: We may analyze aggregated, de-identified data to understand how our service is used and where we can improve. For instance, we might look at common consultation questions or site usage patterns to streamline the user experience. Individual usage data might also be used to debug issues (e.g., if you report a technical problem, we might look at logs related to your session).
  • Marketing (with Consent): We will only use your data for marketing if you have given explicit consent​. This could include sending you newsletters, promotional offers, or health tips via email or SMS. For example, if you opt in, we might send occasional emails about new services or special deals on health products. However, we do not use any sensitive health information for marketing targeting​ – meaning we won’t, for instance, use knowledge of a particular treatment you had to send you ads for related products, unless you’ve specifically agreed to such communications. And we never sell your data to outside companies for marketing. You can opt out of marketing at any time (see Marketing Choices below).

We will only process your personal information when we have a valid legal basis to do so. The legal bases under UK GDPR that apply to Live Well Pharmacy’s use of data include: (a) Performance of a contract – we process your basic and health data as necessary to provide the service you requested (the contract for healthcare services); (b) Compliance with a legal obligation – e.g. retaining records, or providing information to authorities when legally required; (c) Your consent – for certain uses like marketing or accessing your NHS records, we rely on your consent (you may withdraw consent at any time); (d) Vital interests – unlikely, but if we needed to use data to protect someone’s life in an emergency; (e) Legitimate interests – for uses that are necessary for our business interests in a way that doesn’t unduly impact your rights, such as ensuring IT security or improving our service (when not overridden by your data rights). When we process special category data (health information), we do so under the basis that it is necessary for the provision of health care or treatment (UK GDPR Article 9(2)(h)), which has appropriate safeguards in place as required by law.

Cookies and Online Tracking

Our website uses cookies and similar tracking technologies to enhance your experience and collect information about how our site is used. Cookies are small data files stored on your browser or device. For example, we use cookies to keep you logged in during your session, to remember your preferences (like items in your cart or your chosen clinic service), and to gather analytics about website traffic. We may use both session cookies (which expire when you close your browser) and persistent cookies (which stay for a set period or until you delete them).

The types of cookies we use include:

  • Strictly Necessary Cookies: These are essential for the website to function (e.g., to submit forms or remember what’s in your shopping cart).
  • Performance and Analytics Cookies: These help us understand how visitors navigate the site, which pages are most viewed, and if any errors occur. We might use Google Analytics or similar tools, which collect information anonymously (e.g., number of visitors, time spent on page).
  • Functional Cookies: These remember choices you make to improve your experience (like your login email for faster sign-in, or your consultation preferences).
  • Targeting/Advertising Cookies: At present, we do not use third-party advertising cookies on our site that track you for advertising purposes. If this changes, we will update this policy and obtain consent where required.

You can control or delete cookies through your browser settings. However, please note that disabling certain cookies may affect the functionality of our site (for example, you might not be able to log in or use the consultation questionnaire if cookies are off). For more details on our use of cookies, please see our Cookie Policy (if available) or contact us for information.

How We Share Your Information

We treat your personal data with care and confidentiality. We will never sell your personal information to third parties. However, in order to provide our services and comply with the law, we may share your information with selected third parties as detailed below. In all cases, we share only the minimum necessary data and ensure that these parties handle your information securely and in accordance with data protection laws:

  • Healthcare Professionals (Prescribers): Your medical information will be accessible to the doctors or pharmacist independent prescribers who conduct your consultation and make clinical decisions. These professionals might be direct employees of Live Well Pharmacy or contracted clinicians, but in either case they are bound by strict confidentiality and data protection obligations. They use your info solely to assess your health and provide care.
  • Dispensing Pharmacy Team: Our pharmacists and pharmacy technicians who dispense your medication will have access to your prescription details and relevant medical information to check that the prescription is safe and correct for you. They also see your contact and address to prepare the package. All pharmacy staff are trained in patient confidentiality.
  • General Practitioner (GP) and NHS Services: With your consent (as discussed in our Terms and in the Consent section above), we may share information with your GP. For instance, if we prescribe you a medicine, we might send a notification or summary to your GP so they can update their records. If we need to verify something about your history or get additional details, and you have agreed, we might contact your GP. Additionally, we may update your Summary Care Record or view it as needed​, which inherently is a form of data sharing between our service and NHS systems. We will typically inform you when we contact your GP or access your SCR.
  • Service Providers: We use trusted third-party companies to help us run our business. These include:
    • Payment Processors: (e.g., Stripe, PayPal, or our card payment gateway) – they process your payment information securely in accordance with financial regulations. They have access to your payment details and some personal info to verify the transaction (like billing address), but they are not allowed to use this info for anything except processing payments on our behalf.
    • IT and Hosting Providers: We may host our website and data on third-party servers (for example, a secure cloud service or data center). These providers might technically have access to stored data for maintenance or backups, but they are not allowed to access or use it except to ensure our systems run properly. We ensure any data stored with cloud providers is encrypted and that robust contracts are in place.
    • Email and SMS Services: If we use an email service (like Mailgun, SendGrid) or SMS gateway to send communications, your contact details and message content pass through those systems. They are also bound to protect that data.
    • Video Consultation Platforms: Our video calls may be conducted via third-party platforms (e.g., Microsoft Teams, Google Meet, WhatsApp). Using these platforms means your video/audio and any chat messages go through those services. We choose reputable, encrypted services for consultations. For example, if we send you a Teams meeting link, Microsoft’s service will process the data of the call. These platforms have their own privacy terms (Microsoft, Google, Facebook for WhatsApp) which govern how they handle the call data. We do not record video calls on these platforms without telling you.
  • Couriers / Delivery Partners: We share your delivery details (name, address, and maybe phone/email for tracking updates) with Royal Mail or any courier we use to deliver your orders. They require this information to transport and deliver the package to you. Royal Mail also may use your contact to provide tracking notifications if that service is enabled. Our deliveries are sent via Royal Mail’s tracked service, so your details are used within Royal Mail’s systems which are secure and confidential.
  • Regulatory Bodies: We may be required to share certain information with regulators or authorities. For example, the General Pharmaceutical Council (GPhC) or MHRA could request records as part of an inspection or investigation. If the Care Quality Commission (CQC) or NHS commissioners (in case of any NHS services) require data for oversight, we comply as necessary by law. Also, if you or a clinician reports an adverse drug reaction, we might share details with the MHRA’s Yellow Card scheme. All such sharing will be done under proper legal authority.
  • Legal Requirements: If we receive a lawful request from law enforcement or a court order, we may have to provide personal data to the extent required (for instance, providing information to police for an investigation). We will verify the legitimacy of any such request and only disclose what is legally necessary. Similarly, if needed to enforce our terms or to protect our rights or the safety of others, we might share info with legal advisors or law enforcement (for example, providing transaction info in cases of suspected fraud or misuse of our service).
  • Business Transfers: If in the future Live Well Pharmacy (Concept Medicine Ltd) is involved in a merger, acquisition, or sale of business assets, your data might be transferred to the new owner as part of that deal. If that happens, we will ensure the new owner is bound by the same privacy principles, and we will notify you of the change. You would of course have the right to stop using the service if you do not agree with how the new entity plans to use your data.

In all cases of sharing, we only work with partners who have sufficient data protection measures in place. We have Data Processing Agreements with third-party processors where required, obligating them to protect your data. Your health information is particularly sensitive, and any partner that handles it (for example, cloud storage of medical records) is required to implement strong security and confidentiality.

Data Security

We take extensive measures to protect your personal data from unauthorized access, alteration, disclosure, or destruction. This includes both technical safeguards and organizational policies:

  • Encryption: All communication between your browser and our website is encrypted using HTTPS (SSL/TLS). This means any data you enter (such as medical information or payment details) is transmitted securely. Sensitive data stored on our servers is encrypted at rest where possible, especially health records and personal identifiers.
  • Access Controls: Access to personal data is restricted to authorized personnel only. Our doctors, pharmacists, and necessary support staff have access to your data on a need-to-know basis, and only after logging into secure, authenticated accounts. We use role-based access so staff only see the information required for their role. For example, a prescriber sees your medical history, but our IT support would not have access to that unless needed for a specific support task (and even then, under strict controls).
  • Secure Systems: We maintain up-to-date security software and infrastructure. Our systems are protected by firewalls, anti-malware, and intrusion detection systems. We regularly update and patch software to address security vulnerabilities. We also perform regular data backups in encrypted form to prevent loss.
  • Organizational Policies: All team members at Live Well Pharmacy receive training on data protection and confidentiality. We have internal policies in place to prevent data breaches, including rules on the use of portable devices, strong password policies, and procedures for handling data. Any physical documents (if any) are stored securely and shredded when no longer needed.
  • Third-Party Security: As mentioned, we choose reputable service providers. Our payment processor is PCI-DSS compliant (a strict security standard for payment card data). Our cloud or hosting providers have industry-standard security certifications. We require all third parties to treat your data with the same care we do.
  • Monitoring: We monitor our systems for any signs of unauthorized access. If we detect any unusual activity, we investigate promptly.
  • Data Breach Procedures: In the unlikely event of a data breach that risks your rights and freedoms (e.g., a security incident leading to personal data being accessed by an unauthorized person), we will notify you and the ICO as required by law. We have a clear breach response plan to contain and remediate any such incidents.

While we strive to protect your data, it’s important to note that no system can be 100% secure. However, we follow best practices and continuously improve our security to minimize risks. We take your privacy and data security very seriously​, and we will update our measures as new technologies and threats emerge.

Data Retention

We will only keep your personal data for as long as necessary to fulfill the purposes we collected it for, including any legal or reporting requirements. How long we retain specific data depends on the type of information and the context in which it was collected:

  • Medical Records: As a healthcare provider, we are required by law and professional guidelines to retain consultation records and prescription dispensing records for a certain minimum period. Typically, we keep adult medical records for at least 8 years from the date of your last interaction with us (this aligns with NHS guidance for medical record retention). Pharmacy prescription records (for private prescriptions) are usually kept for a minimum of 2 years. However, since these form part of your overall medical record with us, we may keep them longer (the 8-year rule) for continuity of care and legal compliance. If you are a younger patient (e.g., if we were to treat 18-year-olds), records might be kept until age 25 or 26 (per NHS rules for minors), but since we only treat 18+, this is less of a factor.
  • Account Information: If you have an online account, we will retain your basic account details (name, contact, login credentials) while your account is active. If you decide to close your account or if you have not used our service in a long time, we may archive or delete your account data after a period of inactivity (with prior notice to you). However, we may retain some information from closed accounts to comply with legal obligations (e.g., records of transactions for tax/audit purposes, or medical records as noted above) or to resolve disputes, enforce our terms, or prevent fraud. When we retain data for these reasons, we ensure it’s only used for those purposes.
  • Financial Transactions: We keep records of payments and invoices as required by financial regulations and for our accounting. Typically, transaction records are kept for 7 years (common requirement for tax records). These records include your name, the amount, date, and method, but not the card number (aside from last 4 digits).
  • Communications: Emails or communications with you might be kept for a couple of years in case we need to refer back to the information (for instance, if you had a specific issue that required follow-up). We periodically review and delete communications that are no longer needed.
  • Technical Logs: Web server logs and analytics data are usually kept for a shorter period (e.g., 12-24 months) for security analysis and improving our site, then either deleted or anonymized.

After the retention period ends, we will securely dispose of or anonymize your personal data. For example, data deletion might include permanent removal from databases and shredding of physical documents. In some cases, we may anonymize data (so it can no longer be associated with you) for statistical analysis, in which case we may use this aggregated information indefinitely without further notice.

If you request deletion of your data (see Your Rights below), we will honor that to the extent possible, while still complying with the above retention requirements. There may be instances where we cannot fully delete your data if a law requires us to keep it, but we will inform you if that is the case.

Your Rights

Under data protection laws, you have several rights regarding your personal data. We are committed to upholding these rights. You have the right to:

  • Access Your Data: You can request a copy of the personal data we hold about you, along with information on how we use it (this is known as a Subject Access Request). We will provide this free of charge within one month of your request (unless the request is complex, in which case we might extend the timeline by up to two further months, but we will inform you if so).
  • Rectification: If any of your personal information is inaccurate or incomplete, you have the right to have it corrected. For example, if you notice your name or contact info is wrong in our records, or if your medical history needs updating, please let us know. We will rectify errors promptly. Some changes (like updating address or phone) you can do yourself through your account profile as well.
  • Erasure: You have the right to request deletion of your data in certain circumstances (often called the “right to be forgotten”). For instance, if you no longer want to use our service, you can ask us to delete personal data we hold about you. However, this right is not absolute – we may need to retain certain information for legal reasons (as explained in the Data Retention section). If that is the case, we will let you know what we must retain and why. Any data that we do not have a legal obligation to keep will be deleted upon request.
  • Restriction of Processing: You can ask us to restrict or pause the processing of your data in certain situations – for example, if you contest the accuracy of your data (until we verify/correct it), or if you object to our processing and we are considering that request. Restriction means we would store your data but not actively use it until the issue is resolved.
  • Data Portability: For data you provided to us directly (not including medical notes we generated) and which we process by automated means based on your consent or a contract, you have the right to request that we provide it to you in a commonly used, machine-readable format, or transfer it to another provider. In practice, this might apply if you wanted a copy of the information you input in a questionnaire to give to another health provider. We will facilitate this as applicable. (Medical records are generally shared through other means, but this right could cover other info like account data.)
  • Object to Processing: You have the right to object to certain types of processing. The two most relevant are: (1) Direct Marketing – you can object at any time to us using your data for marketing purposes. If you object, we will stop using your data for that purpose immediately. (An easy way to do this is using the “unsubscribe” link in any marketing email, or by updating your preferences in your account, or contacting us.) (2) Processing based on legitimate interests – if you disagree with us processing some of your data under the “legitimate interest” basis, you can object, and we will consider your request. If our reasons for processing do not override your rights and interests, we will stop or adjust that processing.
  • Withdraw Consent: In cases where we rely on your consent to process data, you have the right to withdraw that consent at any time. For example, if you gave consent to receive marketing emails, you can revoke it and we will cease those emails. Withdrawing consent won’t affect the legality of any processing we did before you withdrew, and it won’t affect processing under other bases (for example, you can’t withdraw consent for us keeping your prescription records, because we process those under legal obligation, not consent).
  • Automated Decision-Making: We do not make any significant decisions about you using algorithms or automated tools without human involvement. All prescription decisions are made by real clinicians. If that ever changes (for example, if we use some AI to triage requests), you would have the right to not be subject to a decision based solely on automated processing that significantly affects you. But currently, this is not applicable to our service.
  • Complain to Supervisory Authority: If you believe we have not complied with data protection laws regarding your personal data, you have the right to lodge a complaint with the UK Information Commissioner’s Office. We encourage you to contact us first so we can address your concerns, but you are entitled to go directly to the ICO. The ICO’s contact details: (www.ico.org.uk, Tel: 0303 123 1113).

To exercise any of your rights, you can contact us (see Contact Us section below). We may need to verify your identity before fulfilling certain requests (to ensure we don’t disclose data to the wrong person). We will respond to requests within one month as required by law (and will let you know if we need an extension for any reason).

Marketing Communications and Choices

As mentioned, we will only send you marketing communications if you have actively opted in to receive them​. This might include our email newsletter, special promotions, or new service announcements. If you opt in but later change your mind, you can easily opt out:

  • Unsubscribe: Every marketing email we send will include an “Unsubscribe” link at the bottom. Clicking that will stop further emails from that list.
  • Account Settings: If you have an online account, you may adjust your communication preferences there, toggling off marketing emails or texts.
  • Contact Us: You can always reach out to us by email or phone and request to be removed from marketing lists. We will process that as soon as possible.

Note that even if you opt out of marketing, we will still send transactional or service-related communications. For example, we’ll still email you about your order status, prescription information, or important updates about the service (like changes to terms or privacy policy, or safety notices about products you’ve obtained).

We do not share your personal data with third parties for them to market to you. If we ever run a joint promotion with a partner and you need to have your data shared (for example, you sign up for a special service we coordinate with the NHS or a charity), we will explicitly ask for your consent at that time.

We also ensure that we never use your sensitive health data for marketing purposes without your explicit consent. For instance, we won’t use the fact that you ordered a certain medication to then target you with ads for that condition, unless you have specifically agreed to receive such targeted health-related information. According to good practice, any marketing we do is general (like “Live Well Pharmacy updates” or product offers) or based on broad categories, not on the specifics of your medical history​.

Children’s Privacy

Our services are not directed to individuals under 18. We do not knowingly collect personal data from children. If you are under 18, please do not use our service or provide any information. If we become aware that we have inadvertently collected personal data from someone under 18, we will delete that information as soon as possible. (We do have an age gate in our sign-up and questionnaire process to prevent this scenario.) Parents or guardians who believe their child may have given us personal data can contact us to request deletion.

Third-Party Websites

Our website may contain links to third-party websites or resources (for example, we might link to informational sites like NHS.uk or to our social media pages). This Privacy Policy applies only to Live Well Pharmacy’s handling of your data. If you click on a link to any third-party website, be aware that those sites have their own privacy policies and we do not accept any responsibility or liability for their policies. We recommend you review the privacy policy of any external site you visit.

Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, legal requirements, or for other operational reasons. If we make significant changes, we will notify users by prominently posting a notice on our website or by sending an email notification. The “last updated” date at the bottom of this policy will always indicate when the last changes were made. We encourage you to review this Privacy Policy periodically to stay informed about how we are protecting your information.

If we plan to use your personal data for a new purpose not covered by this policy, we will provide you with a new notice explaining that use and request your consent if required.

Contact Us

For any questions, concerns, or requests regarding your personal data or this Privacy Policy, please contact our Data Protection Officer / Privacy Manager at:

Live Well Pharmacy (Concept Medicine Ltd)
Unit T3, Enterprise Centre
Ray Street, Huddersfield, West Yorkshire, HD1 6BL, UK
Email: info@livewellpharmacy.co.uk (or use our contact form and specify it’s regarding privacy)
Phone: 01484 950101

We will be happy to assist with any inquiries you have, whether it’s understanding more about our data practices or exercising any of your rights.

Thank you for trusting Live Well Pharmacy with your healthcare needs. We are dedicated to keeping your information safe and confidential.

Last updated: 22-05-2026

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