Privacy Policy

Last updated: October 2024

Your data and privacy

This is the Privacy Policy for Vital Health Coaches, with registered address, Wellesley House, Duke of Wellington Ave, Royal Arsenal, London SE18 6SS ("Vital Health Coaches", "us", "we" or "our").It explains how we, as data controller, collect, use and share the information that we receive or collect about you (that may include personal information) though our website www.vitalhealthcoaches.com, referred to as "the Site" which you can use to book Health Coaching services referred to as "the Services", and through other interactions with us that you may have during the course of our various marketing and other activities.

It also explains the rights you as a user of our Services have to control the use of your information. Personal information means any information relating to a natural person that allows that individual to be identified either directly or indirectly. In this Policy we distinguish between users of the Services on whose behalf Health Coaching Services bookings are made who we refer to as "Users", and users of the Services on whose behalf we offer the Health Coaching Services who we refer to as “Independent Health Coaches”.

Please read this Privacy Policy carefully before you start using the Website.

Other applicable terms

In addition to this Privacy and Cookies Policy, our website Terms of Use also apply to your use of the Services and are, where relevant, incorporated by reference into this Privacy Policy.

Information we collect about you

Our primary goals in collecting information are to provide our Services to our Users and Independent Health Coaches; to enable us to best respond to our Users and Independent Health Coaches' requests for help or information; to improve our Services and their features and content; and to promote our Services through our website and through our events, newsletters, competitions and promotions where we have your permission to do so.

Categories of Information we collect from you:

Relating to both Users and Independent Health Coaches

Identity data Information used to identify users including first name, last name, title, date of birth, gender, log in and User and Independent Health Coach password details

Contact data Postal address, email address, telephone number and mobile number

Financial data Bank accounts of Independent Health Coaches in order to pay them for the Services, and payment card details to manage payment for Health Coaching Services by Users on behalf of the Independent Health Coaches. We note we do not collect full card details but work with third party payment providers (see below) to process the payment.

Technical data Internet protocol (IP) address, log in (password), browser type and version, time zone setting and location, browser plug-in types and versions, operating system and platform and other technology on the devices used by the user.

Marketing and communications data User and Health Coach preferences in receiving marketing from Vital Health Coaches and any third party affiliates.

Operational data Including interaction with the Services and transcripts from customer service calls and emails.

Aggregated data Data that is collected, used and shared such as statistical or demographic data for any purpose. E.g. used to analyse trends, track Users' movements around the website and to gather information on our User base as a whole. Or, in the case of Independent Health Coaches we may collect data such as number of bookings and schedule information. Relating to Users only:

Transaction data Details of the Services Users have purchased from the website. Usage data-information about how Users use the Services. This includes how you interact with the Services, for example, how long you engage with Vital Health Coaches at a time, how often a booking is made, and which parts of the Services you interact with and the features you use.

Profile data Includes User website browsing history, demographic information such as age, gender, education level, feedback and survey responses, any information that you have made publicly available on our noticeboards or on social media networks.

Relating to Independent Health Coaches only:

Assessment data Information on certification of Independent Health Coaches, insurance, right to work and DBS data, performance and ratings data.

Profile data Photograph, biography, and languages spoken by Independent Health Coaches and average rating obtained from our evaluation using algorithms of ratings review and feedback survey results, number of bookings and schedule information. Information we may collect from you from your use of the Services

We will use this information to administer the Services and for internal operations, including troubleshooting, data analysis, testing research, and statistical survey purposes. We will also use this information to measure the effectiveness of how we present content and deliver our Services, and how we market and advertise. This information will also be used to allow you to participate in the interactive features of our Services, when you choose to do so. It's always your choice whether or not to provide information. If you don't provide certain information however, you may not be able to use certain features of the website or be provided with certain Services.

Information we may collect from other sources or which is automatically collected

Information may be gathered from our affiliates and third-party sources including without limitation our third-party service providers (such as events, marketing services and payment providers), publicly available data, other companies and referrals.

When you visit the Website we may automatically collect additional information about you, such as the type of internet browser or mobile device you use, any website from which you have come to the Website and your IP address (the unique address which identifies your device on the internet) and your operating system, which are automatically recognised by our web server. You cannot be identified from this information and it is only used to assist us in providing an effective service on the Website and to collect broad demographic information for aggregate use.

We may from time to time collect personal details from available sources, such as LinkedIn, or from a publically available online registry to which you give your details or from your company's website to contact you in our legitimate business interests with business opportunities which we think might be required from you. In our first communication with you, we will identify if we have obtained your information which we use for these purposes from a third party source.

How we use your information

We will use the personal information described above to:

(a) identify Users and Independent Health Coaches when they sign in to their account (b) enable us to process Users' bookings of Health Coaching Services on behalf of Independent Health Coaches, send confirmation of Health Coaching Services bookings or confirmation of cancellations of bookings, and to enable Users and Independent Health Coaches to access other information or assistance offered through the Services and which they request including but not limited to customer service requests or assistance with dispute resolution (c) administer User and Independent Health Coach accounts (d) To assess and verify qualifications, eligibility and credentials of Independent Health Coaches and to create and maintain profiles of Independent Health Coaches (e) To manage and process the collection of payment of behalf of Independent Health Coaches for Health Coaching Services booked by Users
(f) analyse the use of the Services and the visits to the Site in order to improve our content and Services including research into our Users’ demographics and tracking of sales data (g) where you have not objected, send you information to Users and Independent Health Coaches which we think you may find useful or which you have requested from us, including marketing communications such as emails about any improvements to the Services, special offers or promotions, events, competitions, new Services (h) where you have not objected, send you, information about any improvements to existing products or services, special offers or promotions, events or competitions, new products or services of carefully selected Business Partners. Vital Health Coaches does not share any personal data of its Users or Independent Health Coaches with any Business Partners but you may see our Business Partners name, logos and other brand references appearing in the emails which we send to you. (i) the operation of our loyalty scheme which provides you with rewards when you purchase the Services. Please see our Site for more information on how the scheme operates. We may review, scan, or analyse communications on the Site between the User and the Independent Health Coach for fraud prevention, risk assessment, regulatory compliance, investigation, service development, research, analytics, and customer support purposes. In some cases, we may also scan, review, or analyse messages to debug, improve, and expand service offerings. We use automated methods where reasonably possible. However, occasionally we may need to manually review some communications, such as for fraud investigations and customer support, or to assess and improve the functionality of these automated tools. These activities are carried out based on Vital Health Coaches legitimate interest in ensuring compliance with applicable laws and our Terms, preventing fraud, promoting safety, and improving and ensuring the adequate performance of our services.

Please contact us if you need more information at admin@vitalhealthcoaches.com.

How we may share your Information

In order to provide the Services, we may share the information Users provide with Independent Health Coaches to assist them in the providing the Health Coaching Services  booked by Users. In order to provide the Services, we may share the information Independent Health Coaches provide to Users to assist them in selecting a Health Coach to book a Health Coaching Service. We may share the information you provide or that we otherwise collect through your use of the Services (including, where applicable, personal information) to carefully selected third-parties including affiliates, consultants and contractors who support our business and operations including, inter alia, processing transactions, fulfilling requests for information or assistance, receiving and sending communications,[,analysing data, providing other support services such as advertising, PR, events related services and other web related services such as web hosting and web-monitoring services including analytics providers and search information providers. These third parties will keep the information confidential and to use it only to the extent necessary to provide the applicable service(s) or as otherwise permitted or required by law.
In some cases, we work in partnership with other carefully selected companies, Business Partners, and from time to time, with your consent, we may send you information about these third-party Business Partners' selected products or services in our communications with you. We do not share your personal data with these third parties directly, unless we have asked and you have consented to. We may disclose aggregate statistics about visitors to the Website in order to describe our services to prospective partners, advertisers, sponsors and other reputable third parties and for other lawful purposes. In the event that we undergo re-organisation, or are sold to a third party, you agree that any personal information we hold about you may be transferred to that re-organised entity or third party. We may disclose your personal information if legally entitled or required to do so (for example if required by law or by a court order or if we believe that such action is necessary to prevent fraud or cybercrime or to protect the Site or Service, or the rights, property or personal safety of any person).

Information you may collect as a User or Independent Health Coach

If you are an Independent Health Coach, you are responsible for ensuring that you comply with applicable data protection law in respect of any personal information that you collect about Users in the course of your provision of the Services. Vital Health Coaches does not accept any responsibility for this processing of personal data.

If you are a User, you are responsible for any misuse of personal information that you may collect in the course of your receipt of the Services. Vital Health Coaches does not accept any responsibility for this processing of personal data.

Cookies and similar technology

The Site also uses cookies or similar technology to collect information about your access to the Site. Cookies are small text files that include a unique reference code that a website transfers to your device to store and sometimes track information about you. A number of cookies we use last only for the duration of your web session and expire when you close your browser. Other cookies are used to remember you when you return to the Site and will last for longer.

Child safety

Protecting the safety of children when they use the internet is very important to us. Our Site and Services are not intended for nor directed towards children and we do not knowingly collect personal information from children. If you believe that your child may have provided us with personal information without your consent, you may alert us at admin@vitalhealthcoaches.com

External links

The Site may, from time to time, contain links to external websites. Clicking on those links or enabling those connections may allow third parties to collect or share information about you. We have no control over these third parties and we are not responsible for the content of such websites or for the privacy policies or practices of such third parties. You should review the privacy policy of any third party website carefully that you visit.

Payment processing

All payments transactions made through the Services are conducted through our payment provider Stripe. You will be providing credit or debit card information directly to this provider who process payment details, encrypting your credit/debit card information and authorising payment.

Security

We place great importance on the security of all personal information associated with both Users and Independent Health Coaches. We have implemented appropriate technical and organisational measures to ensure the security of your information and to protect any personal information that is transmitted, stored or otherwise processed against accidental or unlawful destruction, loss, alteration, unauthorised disclosure or access. In addition, we limit access to this information to only those employees, agents, contractors and other third parties who have a business need to know. They will only process it on our instructions and they are subject to a duty of confidentiality.

The safety and security of your personal information also depends on you. Where you have a secure log in and or password for access to certain parts of our Site you are responsible for keeping your log in and/or password confidential. We ask you not to share your log in details or password with anyone. We also urge you to be careful about giving out information in public areas of the Site like message boards. The information you share in public areas may be viewed by any user of the Site or the Services. It is also advisable to close your browser when you have finished your user session to help ensure others do not access your personal information. Unfortunately, no electronic data transmission over the internet or storage of information can be guaranteed to be completely secure or error free and we therefore cannot warrant or guarantee the security of information you submit via the Site or Service transmitted to our Site or Service and any such submission is at your own risk.

Data storage and international transfers

Information that you submit via the Services is sent to and stored on secure servers located inside and outside the European Economic Area (“EEA”), for example in the United States. Where we transfer your information outside the EEA in this way, we will take steps to require that that your privacy rights continue to be protected. By way of example, and as mentioned above, we work with key service providers such as Google, Facebook, Amazon Web Services and Salesforce and we have signed data processing addendums which reflect data transfer mechanisms to provide adequate protection to the personal data transferred outside the EEA.If you would like further information on this, please do contact us.

Opting out

Where we have your consent, or where you have not objected to receiving (as applicable) we will use your personal information to send you marketing and promotional communications by email about our services or to send you feedback surveys and ratings review requests. As mentioned above, where we partner and work with carefully selected Business Partners, our email communications may also contain information from our Business Partners.

You can object to further marketing communications at any time by clicking on the unsubscribe link included in each such communication or notify us by email at admin@vitalhealthcoaches.com.

How long we keep your information

We need to retain your information (including your personal information, where applicable) for as long as you remain an active user of the Services in order for us to meet our contractual obligations to you, and for such longer periods as are legally required or permitted.

We may need to retain certain personal information even once your account has been closed for differing periods, depending on the category of personal information concerned, for example, to enforce our terms, for fraud prevention, to identify, issue or resolve any legal claims, for proper record-keeping purposes and/or as required for our business operations or by applicable law.

We may also retain certain personal information following any objection indicated by you to receiving Vital Health Coaches marketing communications for the purpose of ensuring that your wishes continue to be respected and we do not to contact you further.

We may also retain aggregated information beyond this time for research purposes and to help us to develop and improve Services. You cannot be identified from aggregate information retained or used for these purposes.

Your rights

You have the right under certain circumstances:

To be provided with a copy of your personal information held by us; To request the rectification or erasure of your personal information held by us; To request that we cease processing your personal data in certain circumstances To object to our processing of personal data for the purposes of sending you direct marketing emails; To request that we restrict the processing of your personal information while we verify or investigate your concerns; To request that your information be transferred to a third party; To withdraw consent where your personal information has been processed on this basis. You have the right to withdraw that consent without detriment by emailing us at admin@vitalhealthcoaches.com or by clicking on the unsubscribe link found at the bottom of our emails; If your request or concern is not satisfactorily resolved you may approach the local data protection authority (see http://ec.europa.eu/justice/data-protection/bodies/authorities/index_en.html). In the UK this is the Information Commissioner (https://ico.org.uk/).

Changes to this Privacy Policy

We may change this Privacy Policy from time to time. If a revision is material we shall notify you before they take effect either through the Site or by sending you a notification (as required). Any such material changes will only apply to personal information collected after the revised Privacy Policy takes effect.

Please submit any questions or concerns regarding our Privacy Policy or any questions about the security of our Site or Services to:

By email: admin@vitalhealthcoaches.com

By post: Re: Privacy Policy Vital Health Coaches Wellesley House, Duke of Wellington Ave, Royal Arsenal, London SE18 6SS