Privacy Policy

Last updated: 14 September 2026

1. Who we are

Remidy Ltd (“Remidy”, “we”, “us” or “our”) provides natural wellbeing products, treatments, appointments and wellbeing consultations.

Company: Remidy Ltd
Company number: SC841737
Registered office: 17 Market Place, Whitburn, Bathgate, Scotland, EH47 0EU
Email: jen@remidy.co.uk
Telephone: 07760 135906
Website: https://remidy.co.uk

Remidy Ltd is the data controller responsible for the personal information described in this policy.

Questions and privacy requests should be sent to jen@remidy.co.uk.

2. The information we collect

Depending on how you interact with Remidy, we may collect:

  • Your name, address, telephone number and email address.
  • Your account and appointment-booking details.
  • Information about products, orders, payments, deliveries, returns and refunds.
  • Messages sent through email, our website, WhatsApp, Facebook, Instagram or TikTok.
  • Consultation information, including symptoms, health concerns, medication, allergies, pregnancy status, medical history, photographs and other information you choose to provide.
  • Treatment preferences, appointment history and consultation notes.
  • Marketing preferences and newsletter activity.
  • Reviews, testimonials, photographs or other content you permit us to publish.
  • CCTV images captured at our premises.
  • Technical information such as your IP address, browser, device details, website activity and cookies.
  • Information required to deal with complaints, incidents, insurance matters or legal claims.

Payment providers process your complete card or payment information. Remidy does not normally receive or store your full card details.

3. How we collect your information

We may receive information:

  • Directly from you when you purchase, book, enquire, complete a form or attend a consultation.
  • Through our website and WooCommerce shop.
  • Through SimplyBook.me.
  • Through WhatsApp, email and social-media messaging.
  • Through Stripe, WooPayments and Klarna.
  • When you subscribe to our Mailchimp newsletter.
  • Through cookies and similar website technologies.
  • From a parent or guardian arranging a service for someone under 18.
  • From CCTV operating at our premises.

4. How and why we use your information

We use personal information to:

  • Process and deliver orders.
  • Arrange, manage and provide appointments and consultations.
  • Communicate with you about bookings, orders and enquiries.
  • Recommend suitable Remidy products or services within the scope of our wellbeing service.
  • Maintain appropriate consultation and business records.
  • Process payments, refunds and fraud-prevention checks.
  • Manage customer accounts.
  • Send marketing where we have permission or another lawful basis to do so.
  • Publish reviews or photographs where permission has been obtained.
  • Operate, protect and improve our website and services.
  • Protect customers, staff, visitors and property through CCTV.
  • Deal with complaints, safeguarding concerns, emergencies, insurance matters and legal claims.
  • Meet our tax, accounting, regulatory and legal obligations.

5. Our lawful bases

Under UK data-protection law, we rely on one or more of the following:

  • Contract: when information is needed to provide an order, appointment or service you have requested.
  • Consent: when you subscribe to marketing, agree to the publication of a review or photograph, or choose to provide information in circumstances where consent is appropriate.
  • Legitimate interests: to answer enquiries, manage and improve the business, maintain security, prevent fraud and protect our legal rights, provided those interests do not override your rights.
  • Legal obligation: when we must retain or disclose information to comply with the law.
  • Vital interests: in exceptional circumstances where using information is necessary to protect someone’s life.

6. Health and wellbeing information

Information concerning your health is classed as special-category personal data and receives additional legal protection.

Where you choose to share health information for a consultation, we will normally rely on:

  • Your consent as our lawful basis under Article 6 of the UK GDPR; and
  • Your explicit consent under Article 9(2)(a) of the UK GDPR.

Before collecting health information through a consultation form or WhatsApp consultation, we will ask you to give a clear statement of explicit consent.

You may withdraw that consent by contacting us. Withdrawal will not make earlier lawful processing unlawful. We may sometimes need to retain an existing record where required for insurance, legal claims, safeguarding or another legal obligation.

Please only provide information that is relevant to your enquiry or consultation. Remidy’s consultations provide general product and wellbeing guidance and do not replace diagnosis or treatment from an appropriately qualified medical professional.

7. WhatsApp consultations

Remidy offers text, voice-note and video consultations through a dedicated WhatsApp Business account for customers in the United Kingdom.

WhatsApp consultations may involve health information, photographs and written or recorded messages. We will ask for explicit consent before discussing sensitive health matters.

The relevant consultation chat may be retained as part of your consultation record. We do not routinely record WhatsApp video calls, although notes may be made during or after the call.

WhatsApp is operated by Meta and has its own privacy practices. Messages are end-to-end encrypted in transit, but information may also be stored on Remidy’s secured device and within enabled cloud backups.

Do not use WhatsApp to contact Remidy in an emergency. WhatsApp is not monitored continuously. Contact NHS 24 on 111 for urgent medical advice in Scotland or call 999 in an emergency.

8. Children and young people

Remidy does not knowingly provide consultations directly to children without the involvement of an appropriate adult.

For anyone under 18:

  • A parent or legal guardian must make the booking.
  • The parent or guardian must provide the required consent.
  • The parent or guardian must participate in or be present for the consultation.
  • We may refuse or stop a consultation where suitable consent or adult involvement is unavailable.

We will collect only the information reasonably required to provide the service and protect the young person.

9. Online orders and payments

Our online shop uses WooCommerce. Payments may be processed by Stripe, WooPayments or Klarna.

These providers process information according to their own privacy policies. Klarna may conduct identity, affordability, fraud-prevention or credit checks when you select one of its payment products. Remidy does not control Klarna’s independent assessment or lending decisions.

Order details may be provided to Royal Mail where necessary to deliver your purchase.

10. Appointment accounts

Appointment bookings are managed through SimplyBook.me. Customers may create a SimplyBook.me account to book and manage appointments.

Account information may be deleted or anonymised after two years of inactivity, unless it forms part of a consultation, transaction or other record that we must retain for longer.

SimplyBook.me processes information under its own privacy terms and security arrangements.

11. Marketing

If you join our newsletter, Mailchimp processes your name, email address and information about your interaction with our emails.

We may send marketing where:

  • You have actively consented; or
  • The law allows us to contact an existing customer about similar products or services and we have provided a clear opportunity to opt out.

You can unsubscribe using the link in any marketing email or by contacting jen@remidy.co.uk.

We will not add someone to WhatsApp marketing simply because they contacted us for a consultation. Marketing consent is kept separate from consultation consent.

We do not upload customer contact lists to social-media platforms for advertising.

12. Reviews and photographs

We will ask for permission before publishing an identifiable customer review, testimonial, photograph or similar content.

We will explain where the material may be used, such as our website or social-media pages. You can withdraw permission for future use by contacting us, although we may not be able to recall material already printed or lawfully published and shared by others.

13. CCTV

CCTV operates at our premises for safety, security, crime prevention and the protection of people and property.

Access to footage is restricted. CCTV may be provided to the police, insurers, legal advisers or other authorised parties where necessary and lawful.

Footage is normally retained for up to 30 days. Relevant footage may be retained longer when required to investigate an incident, deal with an insurance matter, establish or defend a legal claim, or comply with the law.

14. Who receives your information

We do not sell personal information.

Where necessary, information may be processed by trusted service providers, including:

  • Our website-hosting and technical-service providers.
  • WooCommerce and related website services.
  • SimplyBook.me.
  • Stripe, WooPayments and Klarna.
  • Royal Mail.
  • Mailchimp.
  • WhatsApp and Meta.
  • Cloud-storage and device-backup providers.
  • Insurers, professional advisers, regulators, courts or law-enforcement authorities where necessary.

These organisations receive only the information required for their role. Some act as processors on our behalf, while others act as independent data controllers and have their own legal responsibilities.

Although no other Remidy staff currently access customer information, service providers necessarily process certain information to operate bookings, payments, communications and deliveries.

15. International transfers

Some technology providers may process information outside the United Kingdom.

Where UK data-protection law requires it, we take reasonable steps to ensure an appropriate safeguard is in place. This may include UK adequacy regulations, the UK International Data Transfer Agreement, the UK Addendum to approved contractual clauses or another legally recognised safeguard.

You may contact us for further information about safeguards relevant to your information.

16. How long we retain information

We retain information only for as long as reasonably necessary.

Our usual periods are:

  • Adult consultation records: seven years after the last consultation.
  • Consultation records for under-18s: until the person’s 25th birthday, or 26th birthday if they were 17 when the consultation ended.
  • WhatsApp consultation chats and relevant photographs: retained in line with the corresponding consultation record.
  • Online orders and financial records: generally six years, or longer if legally required.
  • Inactive appointment accounts: deleted or anonymised after two years, unless associated records must be retained for longer.
  • General enquiries that do not become customer records: normally up to 12 months.
  • CCTV: normally up to 30 days, unless required for an incident or legal matter.
  • Marketing information: until you unsubscribe or we determine that it is no longer appropriate to retain it.
  • Consent records: for as long as needed to demonstrate how and when consent was provided.
  • Reviews and approved promotional material: until permission is withdrawn or the material is no longer required.

Records may be retained longer where required by an insurer, regulator, court, legal obligation or active complaint or claim.

17. Security

We use reasonable organisational and technical measures to protect personal information. These include secured devices and accounts, access controls and limiting access to information.

No online service or storage method is entirely risk-free. If a personal-data breach creates a risk to individuals, we will assess it and report it to the Information Commissioner’s Office—and affected individuals where required by law.

18. Cookies and website analytics

Our website may use essential cookies required for shopping, customer accounts, security and website operation. It may also use optional analytics, advertising or embedded-content cookies.

Where legally required, optional cookies will not be placed unless you choose to accept them. You can manage cookies through our cookie banner and browser settings.

Embedded services and external websites may set their own cookies and process information under their respective privacy policies.

19. Your rights

Depending on the circumstances, you may have the right to:

  • Be informed about how your information is used.
  • Request a copy of your personal information.
  • Ask us to correct inaccurate or incomplete information.
  • Ask us to delete information.
  • Ask us to restrict how information is used.
  • Object to particular uses of your information.
  • Request transfer of eligible information.
  • Withdraw consent at any time.
  • Raise concerns about solely automated decisions that significantly affect you.

These rights are not absolute, and legal or insurance requirements may sometimes prevent us from fulfilling a request completely.

To exercise a right, email jen@remidy.co.uk. We may request information to confirm your identity. We normally respond within one month.

20. Complaints

Please contact us first at jen@remidy.co.uk so we can try to resolve your concern.

You also have the right to complain to the Information Commissioner’s Office:

Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
Telephone: 0303 123 1113
Website: www.ico.org.uk⁠

21. Links to other websites

Our website and messages may contain links to external websites. Remidy is not responsible for how those organisations process personal information. Please review their privacy policies before providing information.

22. Changes to this policy

We may update this policy when our services, providers or legal obligations change. The latest version will be published on our website with its updated date.