Privacy Policy
1. Who We Are
SynovaMed is the trading name of Nihaal Limited, a company registered in England and Wales (company number 15813871, VAT number 478403078).
Our registered office is:
11 Blaby Road
South Wigston
Wigston
LE18 4PA
SynovaMed is a registered pharmacy with the General Pharmaceutical Council (GPhC registration number: 9012552).
Our Superintendent Pharmacist is Chirag Desai (GPhC registration number: 2079415).
We are registered with the Information Commissioner’s Office (ICO) as a data controller and are committed to protecting your personal information in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
2. What This Privacy Policy Covers
This Privacy Policy explains how SynovaMed collects, uses, stores, and protects your personal information when you use our services.
This policy applies to:
- Our website;
- Our patient portal;
- Any mobile application we provide;
- Online consultations;
- Prescription and pharmacy services;
- Customer support communications; and
- Any other clinical or commercial interactions with SynovaMed.
3. Who Controls Your Data
The organisation responsible for your personal data is:
Nihaal Limited trading as SynovaMed
Our Data Protection Lead is our Superintendent Pharmacist:
Chirag Desai
Email: info@synovamed.co.uk
If you have any questions about how we use your personal information, please contact us using the details above.
4. Information We Collect About You
Depending on how you use our services, we may collect the following types of personal information:
Identity Information
This may include:
- Full name;
- Date of birth;
- Gender;
- Proof of identity documents;
- Age verification information; and
- Biometric verification information where required.
Contact Information
This may include:
- Home address;
- Email address;
- Telephone number.
Health Information
Health information is considered special category data under Article 9 of the UK GDPR. We only process this information where permitted by law and where necessary to provide healthcare services.
This may include:
- Medical history;
- Current and previous medications;
- Allergies;
- Consultation responses;
- Treatment information;
- Relevant measurements such as weight, height, BMI, and blood pressure;
- Previous treatment outcomes;
- Adverse reactions;
- Blood test results where provided; and
- Photographs relevant to your treatment, such as images relating to hair loss or skin conditions.
Payment Information
This may include:
- Billing information;
- Payment history; and
- Card payment details.
We do not store full payment card numbers. Payment information is processed securely through approved payment providers.
Technical Information
When you use our website or online services, we may collect:
- IP address;
- Browser type;
- Device information;
- Cookies and similar technologies; and
- Information about how you interact with our website.
Marketing Preferences
This may include your preferences regarding receiving promotional communications from us.
5. How We Use Your Information
We use your personal information to:
- Assess your consultation responses and determine appropriate treatment;
- Provide clinical reviews and prescribing decisions;
- Dispense and deliver medicines safely;
- Verify your identity and age;
- Provide ongoing treatment monitoring and follow-up care;
- Respond to enquiries, requests, and complaints;
- Process payments, refunds, and transactions;
- Meet our legal, regulatory, and professional obligations;
- Maintain accurate pharmacy records;
- Improve our services through anonymised and aggregated analysis;
- Detect and prevent fraud, misuse, or medicine diversion; and
- Send marketing communications where you have provided consent.
6. Our Legal Basis for Using Your Information
Under UK GDPR, we rely on the following legal bases:
Contract
We process information where it is necessary to provide the services you request, including consultations, prescriptions, and pharmacy services.
Legal Obligations
We process information to comply with legal and regulatory requirements, including pharmacy, medicines, tax, and healthcare obligations.
Legitimate Interests
We may process information where necessary for our legitimate interests, such as maintaining security, preventing fraud, and improving our services.
Consent
Where required, we rely on your consent, for example when sending marketing communications. You can withdraw your consent at any time.
Healthcare Provision
Health information is processed where necessary for the provision of healthcare services by healthcare professionals operating under professional confidentiality obligations.
7. Who We Share Your Information With
We only share your information where necessary and ensure appropriate confidentiality and security measures are in place.
We may share information with:
- Independent Prescribing Pharmacists: to clinically assess your consultation and make prescribing decisions;
- Your GP or other healthcare professionals: where appropriate and where you have provided consent, or where necessary to protect your health and safety;
- Identity verification providers: to confirm your identity and age;
- Payment providers: to securely process payments;
- Delivery partners: to deliver medicines using only the information required for fulfilment;
- Technology and IT providers: who support our systems under appropriate data protection agreements;
- Regulatory bodies: including the GPhC, MHRA, ICO, or other authorities where legally required; and
- Emergency services: where there is a serious risk to life or safety.
We do not sell your personal information.
We do not share your health information with third parties for marketing purposes.
8. International Transfers
Your information is primarily stored and processed within the UK and European Economic Area (EEA).
If we use service providers located outside the UK or EEA, we ensure appropriate safeguards are in place, such as approved international transfer mechanisms under UK GDPR.
9. How Long We Keep Your Information
We retain your information only for as long as necessary and in accordance with legal and regulatory requirements.
Typical retention periods include:
- Clinical records: 10 years after your last contact with us;
- Financial records: 6 years plus the current financial year;
- Prescription records: 2 years; and
- Marketing preferences: until you withdraw consent, plus appropriate administrative records.
10. Your Data Protection Rights
You have rights regarding your personal information, including:
Right of Access
You can request a copy of the personal information we hold about you.
Right to Rectification
You can ask us to correct inaccurate or incomplete information.
Right to Erasure
You can request deletion of your information where legally permitted.
Right to Restriction
You can request that we limit how we use your information in certain circumstances.
Right to Data Portability
You can request your information in a structured, commonly used format.
Right to Object
You can object to certain types of processing, including direct marketing.
Right to Withdraw Consent
Where we rely on consent, you may withdraw it at any time.
Rights Regarding Automated Decisions
You have rights relating to automated decision-making processes.
To exercise any of these rights, contact:
Email: info@synovamed.co.uk
We aim to respond within one calendar month. There is normally no charge for making a request unless it is excessive or unfounded.
11. Automated Decision-Making
SynovaMed does not make fully automated prescribing decisions.
All prescribing decisions are reviewed by a qualified GPhC-registered prescriber.
We may use automated systems to assist with:
- Identity verification;
- Fraud prevention; and
- Identifying potential clinical concerns.
However, these processes are always subject to appropriate human review before decisions affecting your care are made.
12. Cookies
Our website uses cookies and similar technologies to improve functionality, security, and user experience.
For more information, please see our Cookies Policy.
You can manage or change your cookie preferences at any time through your browser settings or our cookie management tools.
13. How We Protect Your Information
We take appropriate technical and organisational measures to protect your personal information, including:
- Encryption of information in transit and at rest;
- Secure access controls;
- Multi-factor authentication for staff accounts;
- Restricted access based on staff roles and responsibilities;
- Regular monitoring of access activity;
- Secure cloud infrastructure;
- Staff training on confidentiality, data protection, and cybersecurity.
14. Data Breaches
If we become aware of a personal data breach, we will investigate promptly and take appropriate action.
Where required by law, we will notify the ICO within 72 hours of becoming aware of a breach.
If a breach creates a high risk to your rights and freedoms, we will contact you and explain what has happened and what steps you can take.
15. Children’s Data
Our services are intended for individuals aged 18 and over.
We do not knowingly collect or process personal information from anyone under the age of 18 in connection with our services.
16. Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our services, legal requirements, or data protection practices.
Any updates will be published on this page. Where changes are significant, we may contact you directly where appropriate.
17. Contact Us
If you have questions about this Privacy Policy or how we handle your information, please contact:
SynovaMed
Data Protection Lead
Nihaal Limited trading as SynovaMed
Address:
11 Blaby Road
South Wigston
Wigston
LE18 4PA
Email: info@synovamed.co.uk
Telephone: 07822 002914
18. Complaints
If you are unhappy with how we have handled your personal information, please contact us first so we can try to resolve your concerns.
You also have the right to complain to the Information Commissioner’s Office (ICO):
Website: www.ico.org.uk
Telephone: 0303 123 1113
Address:
Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
SynovaMed (trading name of Nihaal Limited)
Registered office: 11 Blaby Road, South Wigston, Wigston, LE18 4PA
GPhC Registration: 9012552
Email: info@synovamed.co.uk
Telephone: 07822 002914
Superintendent Pharmacist: Chirag Desai (GPhC: 2079415)