Privacy policy

1. Who We Are (Data Controller)

Press Pharmacy Ltd ("Press Pharmacy", "we", "us", "our") is the Data Controller for personal data collected via our website and services.

• Company number: 16081134
• Registered address: 7, Upper Square, Isleworth TW7 7BJ, United Kingdom
• ICO registration reference: ZC229265
• Data protection contact: Anand Sharma, Director and Superintendent Pharmacist (designate)
• Email: support@presspharmacy.co.uk

If you contact us about privacy, please include "Privacy Request" in your subject line.

2. What This Policy Covers

This policy explains how we collect, use, share and protect your personal data when you:

• Browse our website
• Purchase products (including guest checkout)
• Create an account
• Subscribe to products/services
• Complete an online health questionnaire / consultation
• Contact customer support

3. The Types of Data We Collect

A) Identity & Contact Details

Name, date of birth, sex/gender (where clinically relevant), email, phone number, billing/delivery address.

B) Order & Subscription Data

Items purchased, order history, subscription plan details, delivery preferences, refunds/returns.

C) Payment Data

Payment status, transaction references. We do not store full card details. Card payments are processed by our payment partners (see Section 6).

D) Health (Clinical) Information: Special Category Data

Symptoms, medical history, allergies, current medicines, questionnaire answers, clinician notes and outcomes (where applicable).

E) Technical & Usage Data

IP address, device/browser data, pages viewed, approximate location (from IP), cookie identifiers.

F) Communications

Emails/messages you send us and our responses; complaint details.

4. How We Use Your Information (and Why)

To Provide Services and Fulfil Orders

Process orders, provide customer support, deliver products, manage subscriptions, send order updates.

To Provide Clinical Review and Safe Supply (Where Applicable)

Review questionnaires, decide if treatment is clinically appropriate, arrange supply where approved, follow up for safety where needed.

For Safety, Governance and Compliance

Prevent misuse/fraud, audit and quality monitoring, incident handling, legal/regulatory compliance.

To Improve Our Website and Services

Analytics, troubleshooting, performance improvements, user experience optimisation.

Marketing (Where Permitted)

Send service updates/offers only where lawful, and you can opt out at any time.

5. Our Lawful Bases for Processing (UK GDPR)

For general personal data, we rely on:

• Contract: to provide products/services you request
• Legal obligation: to meet medicines/pharmacy governance duties
• Legitimate interests: fraud prevention, service security, improving our services
• Consent: for certain marketing and non-essential cookies

For health data (Special Category Data), we rely on:

• Healthcare / treatment management: processing necessary for providing healthcare services and ensuring safe supply
• Legal and safety obligations: governance, record keeping, and responding to safety incidents

6. Who We Share Data With (Our Key Service Partners)

We only share data that is necessary for a specific purpose.

Payment processing

• Opayo (payment gateway)
• Elavon (payment acquiring/merchant services)

Delivery and Logistics

• Royal Mail (delivery)
• DPD (delivery), including age-verified delivery where required

Analytics

• Google Analytics (to measure site usage and performance)

Other Suppliers (As Needed)

We may also use vetted providers for:

• Website hosting and security
• Customer communications (transactional emails/SMS)
• Subscription management tooling
• Professional advisers (legal/accounting/insurance)

If you want details of any additional processors in use at a given time, email support@presspharmacy.co.uk.

7. International Transfers

Some suppliers (including Google) may process data outside the UK. Where this occurs, we use appropriate safeguards (such as contractual protections) to protect your information.

8. Cookies and Similar Technologies

We use cookies to:

• Make the site work (essential cookies)
• Understand how visitors use the site (analytics cookies)
• (If enabled) support marketing activity

You can manage cookies using our cookie banner/settings.

9. Data Retention (How Long We Keep It)

We keep data only as long as necessary for:

• Providing services
• Clinical safety/governance
• Legal/regulatory requirements
• Resolving disputes

Clinical records are typically retained for at least 8 years after last activity (and longer where needed, including for minors), but exact retention depends on the nature of the record and legal requirements.

10. Keeping Your Information Secure

We use appropriate technical and organisational measures to protect data, including access controls and security monitoring. No system is risk-free, but we continuously work to reduce risk.

11. Your Rights

You may have rights to:

• Access your data
• Correct inaccurate data
• Request deletion (where applicable)
• Restrict or object to certain processing
• Data portability (where applicable)
• Withdraw consent (where consent applies)

To exercise a right, email support@presspharmacy.co.uk.

12. Data Protection Complaints

If you are unhappy with how we have handled your personal information, please tell us first so we can put it right. Complaining is free and will never affect the care or service you receive from us.

• By email: support@presspharmacy.co.uk — please put "Data protection complaint" in the subject line
• By post: Data Protection Complaints, Press Pharmacy Ltd, 7 Upper Square, Isleworth, Middlesex, TW7 7BJ

We will acknowledge your complaint within 5 working days and give you a full response within one month. If your complaint is complex and we need longer, we will tell you before the month is up, explain why, and give you a new date.

You also have the right to complain directly to the Information Commissioner's Office (ICO) at any time, whether or not you have raised the matter with us first. Our ICO registration reference is ZC229265.

• Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF
• Helpline: 0303 123 1113
• Online: ico.org.uk/make-a-complaint

This procedure covers complaints about your personal information. For complaints about our service or your care, please see our complaints procedure.