UK Privacy Notice

Privacy Notice

Who we are

A MINDFUL MESSAGE LTD (AMM), registered in England and Wales, company number 14093207, provides the platform. Our registered office is 128 City Road, London, EC1V 2NX. Contact our privacy owner at support@amindfulmessage.info. We have not appointed a Data Protection Officer.

Who is responsible depends on your service:

• Organisation-managed care: the organisation named in your invitation or service message controls your counselling information. AMM processes it on their instructions.
• Private care: AMM controls intake, matching, booking/payment administration, platform security and support. Your independent practitioner controls their review of your request, treatment and clinical-practice records. AMM processes hosted clinical records for them.
• Your practitioner's own clients: an invitation keeps you with that counsellor, outside AMM's global matching pool.
• AMM also controls accounts, subscriptions, professional eligibility and its own legal/compliance records.

Your organisation or counsellor must explain their own purposes, lawful conditions, retention and rights contact. Ask us if a message does not identify the responsible provider. FoxTech supplies approved hosting management and technical support as AMM's processor or subprocessor. Authorised staff may use their named business accounts to administer providers; this does not give them ownership of your counselling records or change who is responsible for each purpose.

The service and your age

The UK service is for people aged 16 or over. It arranges referrals, appointments, payments and practitioner records. Practitioners provide the service identified in your proposal, including mentoring. Mentoring is not diagnosis or clinical treatment. Clinical treatment is delivered by appropriately qualified professionals. It is not an emergency or crisis service. Use emergency or urgent-support services if someone is in immediate danger.

If you are 16 or 17, you can use the referral and privacy-rights routes yourself. We keep privacy defaults high and do not use counselling information for advertising. A counsellor or organisation may need to share limited information to protect someone at risk. They should explain this unless doing so creates risk or the law prevents it. Consent to treatment is a separate clinical decision, including capacity and safeguarding.

We block new under-16 referrals before storing them. Any existing records are restricted to lawful exit, rights, safeguarding, incident or retention needs.

Information and purposes

We receive information from you, your organisation/counsellor, identity and payment providers, service operations and support. It includes contact and age details, accounts/roles, referral and health information, appointments, questionnaires, feedback, professional credentials, payment references and privacy/security records.

AMM purpose	Legal basis
Private intake, review, matching and arranging your requested service	Contract steps under Article 6(1)(b); separate explicit consent under Article 9(2)(a) for necessary health information
Accounts, subscriptions and booking/payment administration	Contract; legal obligations for applicable accounting/tax records; legitimate interests for authorised business contacts
Health-revealing private appointment and attendance administration	Contract under Article 6(1)(b), with separate explicit consent under Article 9(2)(a) for the necessary health information
Authentication, security, fraud prevention, reliability and support	Legitimate interests in protecting and operating the service; legal obligation where applicable
Rights, complaints, incidents and legal claims	Applicable legal obligation or legitimate interests; a separate special-category condition where needed

Organisations and independent practitioners identify their own lawful bases and health-data conditions. AMM does not select those for them. We assess necessity and people's rights where relying on legitimate interests. Required fields are identified; without necessary details we may be unable to arrange the requested service. Optional fields are marked.

Your health-information consent

Private referral submission requires a separate, unticked consent to AMM using necessary health information for intake, review and matching. We record its wording/version and time. It is separate from terms, marketing and treatment consent.

Withdraw at any time using the privacy request route or emailing support@amindfulmessage.info. You do not need an account or receipt to contact us. We may need proportionate identity information to protect your records. Withdrawal may stop matching where we can no longer use necessary information. It does not invalidate earlier lawful processing or erase records lawfully needed for another purpose, such as a claim or safeguarding event.

Processing without consent for safeguarding or confidential counselling requires the exact legal conditions, necessity and safeguards; it is not a routine substitute for consent. Reading this notice, accepting terms and acknowledging the emergency warning are not health-data consent.

Before you confirm a private appointment, we ask separately for your explicit consent to using its details and your attendance confirmation to arrange that session and administer its payment. These details may reveal that you use a counselling service even if you answer no questionnaire. The checkbox starts unticked. We keep the statement, version and time against the exact proposal; this applies to free sessions and invitations from your own practitioner too.

Use Withdraw booking consent on your private session link for that session, or email support@amindfulmessage.info if you cannot use the link or your request covers other bookings. The link control stops further attendance, questionnaire and feedback submissions and cancels an open session, including after it starts. Completed history and original consent are preserved; payment is reviewed separately and this is not a promise of an automatic refund. Withdrawal stops future use that depends on that consent and may prevent us continuing the affected booking administration. If you do not consent, contact your practitioner to discuss other arrangements. Withdrawal does not remove cancellation, refund or complaint rights, invalidate earlier lawful processing or automatically erase financial records we must lawfully keep. This consent does not cover questionnaire answers, mentoring notes or your practitioner's separate care purposes.

Who sees your information

For public matching, your chosen first counsellor sees the information needed to review your request, including support needs, urgency and requested appointment. Your backup receives it only if the first declines or does not respond within 24 hours. Other listed counsellors do not receive it simply by appearing in results. For a counsellor invitation, information stays in that counsellor's private-client workflow.

Clinical access is limited by role, organisation and assignment. Organisation administrators see permitted status/administrative information, without routine access to counselling notes, questionnaire answers or session content. AMM/FoxTech support uses redacted information; exceptional raw access needs specific authority, a time limit and audit.

We use WorkOS for identity/access; Google Cloud for hosting, storage and protected backups; Resend for generic service emails; Stripe for payments, refunds, disputes, fraud and accounting; and FoxTech for technical support. Clinical content is excluded from WorkOS, Stripe, generic email and telemetry. Stripe handles card details; AMM keeps necessary payment references and status.

We share information with the responsible controller for rights/incidents and with advisers, regulators, safeguarding bodies or authorities where required or justified. We do not sell health information or use it for advertising. Identifiable research or a new optional purpose requires a separate assessment and appropriate notice/choice.

Session questionnaires and feedback

During the final ten minutes, confirm attendance through your private appointment link. Your practitioner may offer GAD-7 or PHQ-9 for that session; neither is selected by default. Answering is optional and requires your choice to include it. You can confirm attendance without health answers without preventing session completion or payment. This creates no clinical answers or score.

When you answer the questionnaire, the platform stores your answers, adds them into a total and records the submission time/source. Your practitioner uses the record for the agreed counselling or mentoring purpose, within their competence and scope. Before saving, you can inspect each answer value and the addition. A successful new submission shows the recorded answers and total in that browser view; this receipt disappears when you reload or leave. Contact your practitioner to review your record or correct an error. The submission also records attendance; counsellor completion after the scheduled end allows payment capture. Answers are not sent to Stripe.

The app does not diagnose, recommend treatment or continuously monitor your responses. A response to the PHQ-9 question about self-harm can show a safety message. That message does not notify a counsellor or summon emergency help. Your practitioner is responsible for reviewing responses within their competence, safeguarding and appropriate referral. Mentoring is not a diagnosis or treatment service. Contact your counsellor about your answers or if you cannot complete the form. Satisfaction feedback is optional and does not determine attendance or payment.

International transfers

Our application and clinical database use UK hosting. This does not keep all provider processing in the UK: WorkOS's identity service permits US processing; Resend sends our emails from Ireland and stores message content and delivery logs in the US. Stripe and Google also use international processing/support arrangements subject to their applicable service and transfer terms.

We use applicable UK contractual transfer safeguards, including providers' standard contractual clauses adapted for the UK, and assess the risks with data minimisation, access controls and encryption. These controls do not make all provider access impossible. Where a valid adequacy route applies it may also be used. Contact us for countries, safeguards and a copy of relevant transfer terms, with confidential information redacted where necessary. Organisations explain their own transfers.

How long records are kept

Record	Standard period
Private referral with no delivered service	90 days after last activity
Completed private session/referral and hosted clinical workflow	Six years after closure
Payment, contract, material audit and privacy/compliance evidence	Normally six years after the relationship or case closes
Privacy export download	30 days
Raw professional-verification document	90 days after a final verification decision
Minimal verification decision evidence	Six years after the counsellor relationship ends

Organisations instruct AMM through their DPA's standard schedule. Counsellors explain retention for their separate practice records. Valid legal, safeguarding, complaint, fraud or regulatory holds can delay deletion for affected records. Backups are protected from ordinary use and expire through the documented cycle.

Your rights and complaints

Depending on the purpose and circumstances, you may request access, correction, erasure, restriction or portability, object to processing, and withdraw consent. For legitimate-interest processing, explain your situation; we stop unless overriding grounds or legal claims justify continuing. Any direct-marketing objection would be honoured.

Use the signed-in privacy centre, public request form or our email address. The form normally checks your receipt and original email with a single-use link; if you lack either, contact us for another proportionate identity check. Verification does not automatically release data. The privacy owner checks scope, other people's rights, lawful exceptions and secure delivery. AMM answers its controller scope and routes the remainder to your organisation or counsellor.

Send complaints to support@amindfulmessage.info. We acknowledge privacy complaints within 30 days and investigate without undue delay. You can also complain to the ICO; you do not have to wait where the law allows.

Online-safety reports

You can report unsafe content or conduct, or appeal a restriction, at /safety without an account. AMM controls the minimum contact, content reference, allegation, decision and review record needed for its safety duties and complaint handling. Authorised operators review reports privately; necessary limited summaries or legally required authority disclosures may be made, with your safety considered. We do not routinely reveal your identity to the person reported. Do not email clinical records or illegal images. Special-category or offence information requires a separate applicable legal condition; a complaint is not consent to unrelated use. Minimal case decisions follow the six-year compliance-case period; unnecessary raw material is reviewed for removal at closure, subject to lawful holds. You can use the rights and complaint routes above and ask not to receive report follow-up emails.

Cookies, decisions and changes

We use necessary authentication cookies and minimised server security and reliability logs. We do not collect browser performance measurements or use analytics cookies, optional advertising pixels or make solely automated decisions with legal or similarly significant effects. Matching supports your choice; professionals decide suitability and care.

Before first launch, we maintain this initial notice in place. After launch, material changes receive a new version and publication record, and previous effective versions remain available.