Frequently asked questions
About The House of Wellbeing
We are registered as a Limited company in the UK as The London House of Wellbeing LTD and refer to ourselves in the first person throughout this policy. Our registration number is
11864454 and our registered offices is 200A Railton Road, Herne Hill, London SE24 0TL.
The personal information we collect
Personal information is the term we use to describe information which we collect and which can be used to personally identify someone. For example, a name, a personal address or even an IP address.
Here is a list of the types of personal data we collect:
- Information you give to us (e.g. on contact forms, questionnaires or when setting up accounts). This is essential information for us to provide the best service we can to you. If you ask us to delete it, it’s possible we may no longer be able to provide our services to you.
- Information we collect automatically when you visit our website, such as your IP addresses, domain names, the country you’re visiting from, files requested, your browser type and version, time zone setting, browser plug-in types and versions, operating system and platform.
- Information generated by our services. The nature of what we do at The House of Wellbeing means that we collect information that is important to our services, such as your date of birth, your physical or mental health or condition(s), and information relating to your physical or physiological behaviour.
How do we use it?
We only ever use your information in line with data protection laws - in particular, the EU General Data Protection Regulation, otherwise known as GDPR. In short, this means we only use it where we have a legal basis to do so. These are the general legal basis for which we use your information. Here are the specific reasons we process your personal information:
- to allow you to access and use our Website and to register for an account;
- to provide you with the information, products and services that you request from us;
- to do things necessary for our business, such as ensuring the security of our services and Website;
- to carry out statistical analysis and market research;
- for improving and maintaining our Website, preparing reports or compiling statistics in order to improve our services;
- to notify you about changes to our services and to keep you informed about our fees and charges; and
- with your consent only, to contact you (including by email or post) with information about our products and services which either you request, or which we feel will be of interest to you.
Sharing your information
We may share your personal information with the following categories of third parties, including:
- our service providers and sub-contractors, including but not limited to payment processors, suppliers of technical and support services and cloud service providers;
-companies that assist us in our marketing, advertising and promotional activities;
- analytics and search engine providers that assist us in the improvement and optimisation of our Website.
If we share your personal information to third parties, they will only legally be able to use it for the purpose of providing services to us. We make sure that third parties we share personal information with follow equivalent privacy and security procedures to our own to protect your information.
We may anonymise and aggregate your data to create health reports and statistics. This may be used for marketing or shared with third parties for purposes of academic research.
Except for what is written in this policy, we will never share any of your personal information to any third party without notifying you and/or getting your consent. If you do consent and later change your mind, you can remove consent and therefore our permission to use this information. See below for your rights to withdraw consent.
How long we store your data for
We store personal information for as long as you use the services we provide and then as required to comply with applicable laws. In particular, we are required by law to hold medical records for 10 years.
What are your choices
At any time you can choose not to provide us with personal data. If you choose to do this, you can continue to visit our website and browse its content, but we won’t be able to provide you with services, even if you have already paid for them.
You can turn off cookies in your browser settings. If you turn off cookies, you can continue to visit our website and browse its content, but our online services might be less effective.
You can choose for us not to use your personal information for marketing. We will request your consent to do this, but you can choose to refuse your consent. If you have given your consent and want to retract it later, then you can either unsubscribe to the communications or opt out by contacting us at email@example.com
Security of your personal information
We have physical, electronic and managerial procedures in place to protect and secure the information we collect. We are committed to protecting personal information from loss, misuse, disclosure, alteration, unauthorised access and destruction and we take all reasonable precautions to safeguard the confidentiality of personal information.
We make every effort to protect your personal information. However, there is always an inherent risk, beyond our control, in sending information over the internet. If we do ever encounter any online data breaches, we commit to taking prompt action to resolve the situation to protect your information.
We use Stripe for payment transactions and so do not hold payment or payment card data.
That said, where we have given you (or where you have chosen) a password which enables you to access your online account, you are responsible for keeping this password confidential. We ask you not to share a password with anyone.
Cookies help us provide you with the best possible experience. When you re-visit our Website, cookies allow our Website to recognise you, remember your preferences and tailor your use of our Website. Information provided by cookies can help us to analyse your use of our Website and help us to provide you with a better user experience.
Cookies are referred to as either "session" or "persistent" cookies, depending on how long they are used for:
Session cookies only last for the duration your online session and disappear from your device when you close your browser. Session cookies are not stored on the hard drive of your device.
Persistent cookies are stored on the hard drive of your device after the browser has been closed and last until you delete them or they reach their expiry date. Persistent cookies are activated each time you visit the site where the cookie was generated.
For more information, please see www.allaboutcookies.org.
What types of cookies do we use?
The types of cookies that may be used on our Website fall into one of thre categories as follows:
- 'Strictly necessary' cookies. These cookies are essential for the operation of our Website and enable you to access certain features. Without these cookies, we would be unable to provide you with the online services you request, for example, remembering your shopping basket and logging into your account. These cookies do not track where you have been on the internet and do not gather information about you that could be used for marketing purposes.
- Functional cookies. Functional cookies are used to recognise you when you return to our Website. They also remember your preferences (such as your username, language and region) on our Website and enable us to personalise our content for you. The information collected by these cookies is usually anonymised, so we cannot identify you personally. Functional cookies do not track your internet usage or gather information which could be used for selling advertising, but they do help with serving advertising.
- Analytical cookies. Analytical cookies are used to monitor the performance of our Website. For example, they allow us to recognise and count the number of visitors and to see how visitors move around our Website when they are using it. The information provided by these cookies allows us to analyse patterns of user behaviour and we use that information to enhance user experience or identify areas of our Website which may require maintenance. All of the information collected by these cookies is anonymous and is only used for statistical purposes.
How can I manage or disable cookies?
There are a number of ways for you to manage cookies. Your browser settings should allow you to accept or reject cookies and you can set your browser to prompt you before accepting a cookie.
You can delete any cookies that have been installed in the cookie folder of your browser. The various browsers provide different procedures to manage your settings. Most browsers will have a help feature or menu that will tell you how to delete or disable cookies. You can also delete similar data used by browser add-ons by changing the settings of your add-on or visiting manufacturer's website.
Please be aware that if you set your browser to disable cookies entirely it may affect the way our Website operates and you may not be able to use certain features of our Website.
If you believe we have breached your rights, you can make a complaint to the UK Information Commissioner's Office (https://ico.org.uk) or seek remedy through your local courts if you believe your rights have been breached.