Privacy Policy

Last updated: 25 September 2026

1. Who we are

This Privacy Policy explains how Urban Wellness UK Limited collects, uses, stores and protects your personal information when you visit our website, contact us, book or receive our Services, subscribe to our communications, or otherwise interact with us.

Urban Wellness UK Limited is the data controller responsible for your personal information.
Urban Wellness UK Limited Company number: 07077699
Registered office: 9 Linnet Avenue, Barton, Preston, Lancashire PR3 5AW
Email: info@urbanwellness.co.uk
Website: www.urbanwellness.co.uk
Urban Wellness UK Limited is registered with the Information Commissioner’s Office (ICO).

We take the privacy and confidentiality of your personal information seriously. If any of the information we hold about you changes, please let us know so that we can keep our records accurate and up to date.

This Privacy Policy applies to information collected through our website and in connection with the Services we provide, including information processed through our practice-management and other systems.

2. Personal information we collect

Personal information means information that identifies you or could reasonably be used to identify you.

The information we collect will depend on how you interact with Urban Wellness and the Services you receive. It may include:

your name, date of birth and contact details, including your address, email address and telephone number;
information you provide when you contact us, make an enquiry or book a Service;
appointment, booking and Programme information;
payment, transaction and billing information;
information contained in correspondence and communications with us;
information you provide through questionnaires, forms and assessments;
information relating to your health and wellbeing where you enquire about or receive our Services;
clinical notes, recommendations, Protocols and other records created in connection with your care;
information about laboratory tests, investigations and results where relevant to your Service;
information about supplements and other products recommended or discussed as part of your care;
information provided by, or shared with, another healthcare professional or other person involved in your care, where appropriate and lawful;
recordings, transcripts or notes where recording, transcription or AI-assisted note-taking is used as described later in this Privacy Policy;
information about how you use our website, including technical information such as your IP address, browser, device and website activity;
your marketing and communication preferences; and
any other information you choose to provide to us.

We aim to collect only the personal information that is reasonably necessary for the purposes for which it is being used.

3. Health information and other special category data

Because of the nature of our Services, we may collect and process information about your physical and mental health. This may include information about your symptoms, medical history, diagnoses, medication, supplements, allergies, diet, lifestyle, mental health and emotional wellbeing, family history, test results, treatment and other healthcare you are receiving.

Depending on the Service and the information relevant to your care, you may also choose to provide other information that is treated as special category data under data-protection law, such as information concerning your racial or ethnic origin, religious or philosophical beliefs, genetic information, sex life or sexual orientation.

Health information and certain other sensitive information are known as special category data and receive additional protection under UK data-protection law.

We process health and other special category information only where we have an appropriate lawful basis and an additional legal condition permitting us to process that information.

We use this information where it is reasonably necessary to assess your needs, determine whether our Services are appropriate for you, provide and manage your care, maintain appropriate records, communicate with you and other professionals involved in your care where appropriate, and meet our legal and professional responsibilities.

We explain the lawful bases and special category conditions we rely upon in the section below on how and why we use your information.

4. How we collect your information

We may collect personal information directly from you when you:

visit or use our website;
contact us by email, telephone, WhatsApp or another communication method;
make an enquiry or book a Clarity Call, Consultation, Programme or other Service;
create or use your Practice Better account;
complete a health questionnaire, assessment, consent form or other client form;
attend a Clarity Call or Consultation;
communicate with your Practitioner or another member of the Urban Wellness team;
provide test results, medical information or other documents;
purchase a Service, test, supplement or other product through us or through a provider we recommend;
subscribe to our emails or other marketing communications; or
otherwise provide information to us.

We may also receive personal information about you from other sources where appropriate and lawful. These may include:

another healthcare professional or practitioner involved in your care;
a parent, guardian or other person involved in your care where appropriate;
laboratories and testing providers;
supplement and product providers;
payment providers;
Practice Better and other technology providers used to deliver our Services;
website, analytics and advertising providers; and
other third parties where you have authorised the sharing of information or where there is another lawful basis for doing so.

We may also create information in the course of providing our Services, including consultation notes, clinical assessments, recommendations, Protocols, correspondence and records of your care.

Practice Better is our main practice-management and clinical record system. We use it to manage appointments, client forms, clinical records, recommendations, communications and other aspects of your Service.

We may also process personal information through other systems where necessary to provide or administer our Services. These may include video and communication platforms such as Zoom, Google Meet and WhatsApp; email; laboratory and testing platforms; supplement platforms; Google Drive; payment systems; and recording, transcription and AI-assisted tools.

Further information about recordings, transcription and AI-assisted note-taking is provided below.

5. How and why we use your information

We may use your personal information to:

respond to enquiries and communicate with you;
assess whether our Services are appropriate for your needs;
arrange and manage Clarity Calls, Consultations, Programmes and other Services;
provide personalised nutrition, functional medicine and related support;
maintain appropriate clinical and administrative records;
prepare and review recommendations and Protocols;
review laboratory tests, investigations and other information relevant to your care;
communicate with other healthcare professionals or services involved in your care where appropriate and lawful;
arrange or facilitate laboratory testing, supplements, referrals or other services you choose to use;
process payments and maintain financial and transaction records;
administer your account and our relationship with you;
manage referrals or transfers between Urban Wellness Practitioners;
maintain the security and effective operation of our systems and Services;
meet our legal, regulatory, professional, insurance and safeguarding obligations;
establish, exercise or defend legal claims where necessary;
send marketing communications where permitted;
understand how our website and communications are used and improve our Services;
prevent or investigate fraud, misuse or security incidents; and
manage and develop Urban Wellness and our business operations.

Access to client information within Urban Wellness is restricted according to role and need. Practitioners do not have general access to all Urban Wellness client records. Where responsibility for your care is transferred to another Urban Wellness Practitioner, relevant information may be made available to that Practitioner where necessary for your care and the provision of the Service.

6. Our lawful bases for using your information

Data-protection law requires us to have a lawful basis for processing your personal information. The basis we rely upon will depend on why we are using the information.

We may rely on the following lawful bases:

Contract – where processing is necessary to take steps at your request before entering into a contract or to provide and administer a Service you have purchased from us.

Legal obligation – where we need to process information in order to comply with a legal obligation that applies to us.

Legitimate interests – where processing is necessary for our legitimate business or professional interests, or those of another person, and those interests are not overridden by your rights and interests. This may include administering and protecting our business and systems, maintaining appropriate records, responding to enquiries, improving our Services and establishing or defending legal claims where appropriate.

Consent – where we ask for your consent for a particular use of your information. Where we rely on consent, you may withdraw it at any time, although this will not affect processing that took place before consent was withdrawn.

Vital interests – in limited circumstances where processing is necessary to protect someone's life.

Health and other special category information

Where we process health information or other special category data, we must have both an appropriate lawful basis for processing the personal information and an additional condition permitting us to process special category data.

For health information that is necessary for the provision and management of your care and our clinical Services, we may rely on the condition relating to the provision or management of health care or treatment where the legal requirements for that condition are met, including applicable duties of confidentiality.

In other circumstances, another appropriate special category condition may apply, depending on the purpose for which the information is being processed. This may include explicit consent where we specifically ask you to agree to a particular use of your special category information, or processing necessary for the establishment, exercise or defence of legal claims.

We do not rely on your general acceptance of our Client Terms & Conditions as consent to every use of your health or other special category information.

7. Recordings, transcription and AI-assisted note-taking

Urban Wellness uses audio recording and transcription technology as part of our Services to support accurate record-keeping and continuity of care.

Clarity Calls

Clarity Calls are audio-recorded and AI-assisted transcription may be used to create a written transcript of the call. We tell you that the call will be recorded before you book. The recording is retained as part of our records of your interaction with Urban Wellness and may be used to support accurate note-taking, administration and continuity should you go on to receive further Services from us.

Clinical consultations

Clinical consultations are audio-recorded using the recording facilities within Practice Better. Practice Better's AI-assisted transcription technology is used to create a written transcript of the consultation.

The audio recording and associated transcript are stored within your Practice Better client record. Recordings are dated and can be accessed by the Practitioner responsible for your care. The transcript may also be accessed by your Practitioner during future consultations to support accurate record-keeping and continuity of care.

The transcript is not routinely displayed to you within your Practice Better client portal. However, recordings and transcripts containing your personal information remain subject to applicable data-protection rights, including your right to request access to personal information we hold about you, subject to any applicable legal exemptions.

Recordings and transcripts may contain health information and other special category personal data. We therefore treat them as confidential client information and restrict access to those who have an appropriate need to access them.

We use recordings and AI-assisted transcription to support accurate records, continuity of care and the delivery of our Services. We do not use consultation recordings or transcripts for unrelated purposes such as advertising or marketing.

Where technology providers process recordings, transcripts or other personal information on our behalf, appropriate arrangements are put in place to protect that information in accordance with applicable data-protection law.

Further information about how long we retain recordings, transcripts and other clinical records is provided in the section on data retention below.

AI-generated transcripts may contain errors, omissions or inaccuracies. They are used as an aid to clinical record-keeping and are not necessarily reviewed word-for-word against the audio recording after every consultation. Where accuracy is particularly important, the Practitioner may refer back to the original audio recording or other information in the client record.

We do not use AI-assisted transcription to make automated decisions about your care. Clinical decisions and recommendations are made by your Practitioner.

8. Who we share your information with

We do not sell your personal information.

We may share personal information where this is necessary to provide our Services, operate Urban Wellness, meet our professional or legal responsibilities, or where you have asked or authorised us to do so.

Depending on the circumstances, information may be shared with:

the Practitioner responsible for your care and other authorised members of the Urban Wellness team where access is necessary for their role;
Practice Better, which we use as our principal practice-management and clinical record system;
providers of video, communication and email services, including platforms used for online consultations and client communications;
payment providers, including Stripe, which processes payments made through Practice Better;
laboratories and testing providers where you choose to undertake testing;
supplement and product providers where information needs to be shared to provide a service you have requested;
other healthcare professionals or services involved in your care, where appropriate and lawful;
IT, cloud-storage, website, administration and other technology providers that support our business;
professional advisers such as our accountants, lawyers, insurers or other advisers;
professional, regulatory or supervisory bodies where disclosure is appropriate or required;
public authorities, courts, law-enforcement agencies or other organisations where we are legally required or permitted to disclose information; and
another organisation in connection with a sale, transfer or restructuring of all or part of our business, subject to appropriate safeguards.

Where another organisation processes personal information on our behalf, we take appropriate steps to ensure that the information is handled securely and in accordance with applicable data-protection law.

Some organisations we work with may act as independent data controllers rather than processors acting on our instructions. Where this is the case, they are responsible for explaining how they process your personal information under their own privacy information.

9. Communication platforms and third-party services

We use a number of third-party systems to provide and administer our Services. These may include Practice Better, Zoom, Google Meet, WhatsApp, email and Google Drive, together with laboratory, testing, supplement, payment and other specialist platforms.

The particular systems used may vary depending on the Service you receive.

When communicating with us using services such as email or WhatsApp, please be aware that communications are transmitted through third-party systems and no method of electronic communication can be guaranteed to be completely secure.

Where possible, particularly for sensitive health information and clinical records, we use our designated practice-management systems and appropriate secure methods of communication.

Where you choose to interact directly with an independent third-party provider, that provider may process your personal information under its own privacy policy and terms.

10. Referrals and other healthcare professionals

As part of your care, we may recommend that you consult another healthcare professional or service, or you may ask us to communicate with someone already involved in your care.

This may include your GP, consultant, psychotherapist or other mental health professional, menopause or hormone specialist, laboratory, testing provider or another appropriately qualified professional.

Where appropriate, we may share relevant information to support your care, referral or transfer. We will normally discuss this with you and, where required, obtain your permission before doing so.

There may be circumstances in which we are permitted or required to disclose information without your permission, including where this is required by law, necessary to meet a professional or regulatory obligation, or necessary to address a safeguarding concern or a serious risk of harm.

Where possible and appropriate, we will discuss such disclosure with you and will limit the information shared to what is reasonably necessary.

11. International transfers

Some of the organisations and technology providers we use may process or store personal information outside the United Kingdom. This may include providers of practice-management, communication, cloud-storage, payment, testing or other technology services.

Where personal information is transferred outside the UK, we take appropriate steps to ensure that the transfer is made in accordance with applicable data-protection law.

Depending on the circumstances, this may include transferring information to a country or organisation covered by UK adequacy regulations, using approved contractual or other appropriate safeguards, or relying on another lawful transfer mechanism where permitted.

Where appropriate safeguards are required, these may include the UK International Data Transfer Agreement (IDTA), the UK Addendum to the EU Standard Contractual Clauses, or another legally recognised safeguard.

12. Data security

We take appropriate technical and organisational measures to protect personal information against accidental or unlawful loss, misuse, alteration, disclosure or unauthorised access.

Access to client information is restricted according to role and need. Practitioners and other members of the Urban Wellness team are only given access to personal information where this is necessary for their work.

Our principal clinical records are maintained within Practice Better. We also use appropriate third-party systems to communicate with clients and provide our Services, as described in this Privacy Policy.

While we take reasonable steps to protect information, no method of electronic communication or storage can be guaranteed to be completely secure.

If we become aware of a personal data breach, we will assess and manage it in accordance with our legal obligations, including notifying the Information Commissioner's Office and affected individuals where required.

13. How long we keep your information

We keep personal information only for as long as reasonably necessary for the purposes for which it was collected and to meet applicable legal, professional, regulatory, insurance, accounting and reporting requirements.

Our standard retention periods for clinical records are:

Adult clients: eight years from the date of the last Consultation.
Children and young people: until their 25th birthday.
A young person who was aged 17 when Nutritional Therapy ended: until their 26th birthday.

Clinical records may include consultation notes, health questionnaires, assessments, correspondence, recommendations, Protocols, test information, audio recordings and AI-generated transcripts retained as part of the client record.

In some circumstances, information may need to be retained for longer where this is necessary to meet a legal or professional obligation, deal with a complaint or dispute, establish or defend a legal claim, or for another lawful reason.

Financial and accounting information is retained for the period required by applicable tax, accounting and other legal requirements.

Other personal information, including enquiries, administrative records, marketing information and website data, is retained only for as long as reasonably necessary for the purpose for which it was collected or as required by law.

We review the information we hold and, where it is no longer required, take appropriate steps to delete or anonymise it securely.

14. Marketing communications

If you choose to subscribe to our emails or other marketing communications, we may use your contact details to send you information about Urban Wellness, our Services, events, resources and other content that we think may be relevant to you.

We will send electronic marketing communications only where we are permitted to do so under applicable data-protection and electronic-marketing laws. Depending on the circumstances, this may be because you have given us your consent or because another lawful basis and applicable marketing rule permits us to contact you.

You can unsubscribe from marketing communications at any time by using the unsubscribe link in a marketing email or by contacting us at info@urbanwellness.co.uk.

If you unsubscribe, we may retain limited information necessary to record your preference and ensure that we do not send you marketing communications you have opted out of receiving.

Opting out of marketing will not affect communications that are necessary to provide or administer a Service you have requested or purchased.

15. Website analytics, advertising and cookies

When you visit our website, we may collect information about how you use it, including information about your device, browser, IP address, pages visited and interactions with the website.

We use cookies and similar technologies to operate our website and, where appropriate, understand how it is used, measure performance and support our marketing and advertising.

Some cookies and technologies are necessary for the website to function. Other technologies, including certain analytics, advertising and tracking technologies, may require your consent before they are used.

Where consent is required, you will be given an opportunity to make your choices through our cookie banner or other consent mechanism. You can change or withdraw your choices where the relevant technology allows.

We may use third-party providers to help us understand website use, measure the effectiveness of our marketing or deliver advertising. Where these providers process personal information, their use of that information will be subject to applicable data-protection law and the arrangements in place between us and the relevant provider.

You can also control some cookies through your browser settings. Disabling certain cookies may affect the way parts of our website operate.

16. Your data protection rights

Depending on the circumstances and the way we use your information, data-protection law may give you rights including:

Access – to ask whether we process your personal information and request a copy of personal information we hold about you.
Rectification – to ask us to correct personal information that is inaccurate or complete information that is incomplete.
Erasure – to ask us to delete your personal information in certain circumstances.
Restriction – to ask us to restrict the way we use your personal information in certain circumstances.
Data portability – in certain circumstances, to receive personal information you have provided to us in a structured, commonly used and machine-readable format or ask for it to be transferred to another organisation.
Objection – to object to certain processing, including processing based on legitimate interests.
Withdrawal of consent – where we rely on your consent, to withdraw that consent at any time. This will not affect the lawfulness of processing carried out before consent was withdrawn.
Rights relating to automated decision-making – rights may apply where a decision producing legal or similarly significant effects is made about you solely by automated means.

These rights are not absolute and do not apply in every circumstance. For example, we may need to retain certain clinical records even where you ask us to delete your information because of applicable legal, professional or other requirements.

You have an absolute right to object to the use of your personal information for direct marketing. If you ask us to stop using your information for direct marketing, we will do so.

To exercise any of your data-protection rights, please contact us at: info@urbanwellness.co.uk

We may need to ask you for information to confirm your identity before responding to a request. We will respond in accordance with the time limits and requirements set by applicable data-protection law.

You also have the right to make a complaint to the Information Commissioner's Office (ICO), the UK supervisory authority for data protection.

Information Commissioner's Office - www.ico.org.uk

Making a complaint to us first does not affect your right to contact the ICO.

17. Children and young people

Urban Wellness may provide Services to children and young people where the Service is appropriate and we are able to provide it safely and professionally.

Where we process personal information about a child or young person, we take account of their age, understanding, capacity and the nature of the Service being provided.

Depending on the circumstances, information may be provided by the young person themselves or by a parent, guardian or other person involved in their care. We may also need to communicate with a parent or guardian in connection with appointments, payment, administration or care.

We recognise that children and young people may have their own rights in relation to their personal information and confidentiality. We will handle their information in accordance with applicable data-protection law and our professional obligations.

Where appropriate, we will explain how information will be used and shared in a way that is suitable for the young person's age and understanding.

There may be circumstances where information needs to be shared without the agreement of the child, young person or parent, including where this is necessary to meet a legal or professional obligation, address a safeguarding concern or respond to a serious risk of harm.

Further information about working with children and young people may be provided as part of the relevant Service.

18. Complaints about how we use your information

If you have a question or concern about the way we collect or use your personal information, please contact us in the first instance at: info@urbanwellness.co.uk

We will take your concerns seriously and will try to resolve them with you.

You also have the right to make a complaint to the Information Commissioner's Office (ICO), the UK supervisory authority for data protection.

Information Commissioner's Office - www.ico.org.uk

Making a complaint to us first does not affect your right to contact the ICO.

19. Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our Services, the way we process personal information, the technology we use, or applicable legal, regulatory or professional requirements.

The current version will be available on our website at: www.urbanwellness.co.uk/privacy-policy

Where a change is significant and it is appropriate to do so, we may also bring the change to your attention by email, through Practice Better or by another appropriate means.

We recommend reviewing this Privacy Policy periodically so that you remain informed about how we use your personal information.

20. How to contact us

If you have any questions about this Privacy Policy, how we use your personal information, or wish to exercise your data-protection rights, please contact:

Urban Wellness UK Limited
Company number: 07077699
9 Linnet Avenue
Barton
Preston
Lancashire
PR3 5AW

Email: info@urbanwellness.co.uk
Website: www.urbanwellness.co.uk