Privacy Policy

Who we are

Soundwell Ltd ("we", "us", "our") connects patients with independent, regulated audiologists across the UK. This policy explains what personal data we collect, why, and how it is handled in line with UK GDPR and the Data Protection Act 2018. We are the data controller for the personal data described in this policy.

Soundwell Ltd is registered in England and Wales, company number 17356370. Registered office: 22 Brandy Cove Road, Bishopston, SA3 3HB.

Information we collect

• Contact details you provide when booking an appointment or contacting us (name, email, phone, postcode)
• Appointment details, including the type of appointment you request (e.g. hearing test, tinnitus assessment, hearing aid consultation), your preferred date, time and contact method, and any message you send us
• Where you consent to Analytics cookies: pages visited, approximate location (country/region, derived from your network connection, not precise GPS), device and browser type, and how you found us
• Cookie preferences, as set out in our Cookie Policy

Special category (health) data

The type of appointment you request (for example, a tinnitus assessment or hearing aid consultation) can reveal information about your health. Under UK GDPR this is "special category data" and requires extra care. We process it on the basis that it is necessary for the provision of health care by a health professional (the network audiologist you are matched or booked with), and we only share it with that audiologist and the small number of staff who need it to arrange your appointment. We do not use health data for marketing or profiling.

How we use your information

• To arrange and confirm appointments with an audiologist in our network, necessary to perform our contract with you
• To respond to enquiries sent via our contact form, necessary to perform our contract with you, or our legitimate interest in answering questions about our services
• To send appointment confirmations, necessary to perform our contract with you
• Where you have opted in, to send offers and updates by email, based on your consent, which you can withdraw at any time. We do not currently run any active email marketing campaigns; if that changes, every marketing email will include a clear way to unsubscribe
• To improve our website and services, where you have consented to Analytics cookies, based on your consent
• To comply with our legal obligations, for example bookkeeping and tax records

We do not carry out automated decision-making or profiling that produces legal or similarly significant effects on you.

Who we share your data with

• The independent network audiologist you are matched or booked with, so they can deliver your appointment
• Service providers who process data on our behalf, such as our cloud hosting and database providers and our email delivery provider, bound by data processing agreements and only permitted to use your data as we instruct
• Regulators, law enforcement or other authorities, where we are required to by law

We do not sell your personal data to third parties, and we do not share it for advertising purposes.

How long we keep your data

We keep booking and contact records for as long as necessary to provide our service and meet our legal obligations (for example, UK tax law generally requires financial records to be kept for at least 6 years). Analytics data is described in our Cookie Policy. Where we no longer need personal data, we delete or anonymise it.

International transfers

Some of our service providers may process data outside the UK. Where this happens, we rely on appropriate legal safeguards, such as the UK's international data transfer provisions or equivalent contractual protections, to keep your data protected to UK standards.

Children's data

Our services are intended for adults. We do not knowingly collect personal data from children, and booking forms should be completed by an adult, whether booking for themselves or, where appropriate, on behalf of a family member.

Your rights

Under UK GDPR, you have the right to access, correct, or request deletion of your personal data, to restrict or object to certain processing, to data portability, and to withdraw consent (including marketing consent) at any time. To exercise these rights, contact us at  .

If you are unhappy with how we have handled your data, you also have the right to complain to the UK's data protection regulator, the Information Commissioner's Office (ICO). We'd appreciate the chance to resolve your concern directly first, via the contact details below.

Changes to this policy

We may update this policy from time to time. The "last updated" date at the top of this page reflects the most recent revision.

Contact

Questions about this policy can be sent to   or via our Contact page.