Privacy Policy

Last updated: 17 September 2026

Alivio Health is committed to protecting your privacy and handling your personal information responsibly, securely and in accordance with applicable UK data protection laws.

This Privacy Policy explains how we collect, use, store and share personal information when you visit our website, contact us, create an account, purchase products or services from us, or otherwise interact with us.

This policy applies to both individual customers and people acting on behalf of businesses or other organisations.

1. Who We Are

For the purposes of applicable data protection law, Alivio Health is the data controller responsible for the personal information described in this Privacy Policy.

If you have any questions about this Privacy Policy or how we use your personal information, please contact us at:

Email: support@aliviohealth.co.uk

2. Personal Information We Collect

The personal information we collect depends on how you interact with us. We may collect the following categories of information:

Contact and Identification Information

• Your name.
• Email address.
• Telephone number.
• Billing and delivery address.
• Other information you provide when contacting us.

Account Information

• Your account username or login details.
• Your account preferences.
• Order and transaction history.
• Communications associated with your account.

Business Information

If you are purchasing from us or contacting us on behalf of a business or organisation, we may collect:

• Your job title or professional role.
• Business or organisation name.
• Business address.
• Business email address and telephone number.
• Professional registration or other verification information where appropriate.
• Information required to confirm that you or your organisation are eligible to purchase particular products or services.

Order and Payment Information

When you place an order, we may collect information relating to your purchase, including:

• Products or services ordered.
• Order value and transaction details.
• Billing and delivery information.
• Payment status and payment method.

Payments may be processed by third-party payment providers. We do not normally store your complete payment card details ourselves.

Health, Prescription and Pharmacy Information

Where necessary to provide pharmacy, medicines or healthcare-related services, we may collect information relating to your health. This may include:

• Medical conditions or relevant medical history.
• Allergies and sensitivities.
• Current or previous medication.
• Prescription information.
• Responses to medical questionnaires or consultations.
• Information supplied by a healthcare professional where appropriate.
• Other information necessary to determine whether a medicine, treatment or service is suitable for you.

Health information is considered special category personal data and receives additional protection under data protection law.

Communications

We may keep records of communications you have with us, including emails, telephone enquiries, website forms, complaints and customer service requests.

Technical and Website Information

When you use our website, we may automatically collect certain technical information, including:

• IP address.
• Browser type and version.
• Device type.
• Operating system.
• Pages visited and website activity.
• Referring website or source.
• Cookie and similar technology information.

3. How We Collect Your Information

We may collect personal information:

• Directly from you when you place an order, create an account, complete a form, contact us or use one of our services.
• When you communicate with our pharmacy team or another member of staff.
• Automatically when you browse or interact with our website.
• From healthcare professionals or other authorised parties where appropriate.
• From businesses or organisations that you represent.
• From service providers involved in processing an order or delivering a service.
• From publicly available sources where permitted by law.

4. How We Use Your Personal Information

We may use your personal information to:

• Process and fulfil orders.
• Provide pharmacy, healthcare or related services.
• Assess the suitability of medicines or treatments where appropriate.
• Verify customers, businesses or healthcare professionals where required.
• Manage customer and business accounts.
• Process payments, refunds and transactions.
• Arrange delivery and order fulfilment.
• Respond to questions, enquiries and complaints.
• Provide customer service and support.
• Maintain appropriate pharmacy and transaction records.
• Detect, investigate and prevent fraud, misuse or other unlawful activity.
• Protect the security and integrity of our website and systems.
• Comply with our legal, regulatory and professional obligations.
• Improve our website, products, services and customer experience.
• Send relevant marketing communications where permitted by law.

5. Our Lawful Bases for Using Personal Information

We will only use your personal information where we have a lawful basis for doing so. Depending on the circumstances, we may rely on one or more of the following lawful bases:

Contract

We may process your personal information where this is necessary to enter into or perform a contract with you, including processing and delivering your order.

Legal Obligation

We may process your information where necessary to comply with a legal, regulatory or professional obligation.

Legitimate Interests

We may process personal information where it is necessary for our legitimate business interests and those interests are not overridden by your rights and interests.

These interests may include:

• Operating and improving our business and website.
• Providing customer service.
• Maintaining appropriate business records.
• Protecting our systems and preventing fraud.
• Communicating with business customers and professional contacts.
• Understanding how our services are used.

Consent

Where required, we may rely on your consent, for example for certain marketing activities or optional cookies. Where we rely on consent, you may withdraw it at any time.

6. Health and Special Category Information

Where we process information concerning your health, medication, prescription or treatment, we will only do so where we have an appropriate lawful basis and an additional legal condition allowing us to process special category information.

This may include circumstances where processing is necessary for the provision of healthcare, pharmacy services, medical diagnosis, treatment, medicines management, or where you have provided explicit consent where appropriate.

Access to health and pharmacy information is restricted to people who require access for legitimate professional, operational or legal purposes.

7. Marketing Communications

We may use your contact information to send you information about our products, services or offers where permitted by law.

The rules that apply may differ depending on whether you are an individual customer, sole trader, partnership, company or other type of business organisation.

Where consent is required, we will obtain your consent before sending marketing communications.

Where permitted by law, we may also contact business customers or professional contacts on the basis of our legitimate interests.

You can ask us to stop sending marketing communications at any time by:

• Using the unsubscribe option included in our marketing emails where available.
• Contacting us at support@aliviohealth.co.uk.

Stopping marketing communications will not prevent us from sending you service-related communications, such as information about an order, account, prescription or transaction.

8. Cookies and Similar Technologies

Our website may use cookies and similar technologies to operate correctly, remember preferences, understand website usage, improve performance and, where applicable, support advertising or marketing activities.

Some cookies are necessary for the website to function and do not require consent. Where required by law, we will ask for your consent before placing optional cookies on your device.

You can manage your cookie preferences through the cookie controls available on our website where provided.

9. Who We Share Personal Information With

We do not sell your personal information.

We may share personal information with trusted third parties where necessary to operate our business or provide our services, including:

• Payment processing providers.
• Delivery and courier companies.
• Website hosting and IT service providers.
• Customer relationship management and communications providers.
• Professional advisers such as accountants, solicitors and insurers.
• Healthcare professionals where appropriate and permitted.
• Suppliers, wholesalers and fulfilment partners where necessary.
• Regulatory, professional or government bodies where required.
• Law enforcement agencies or other authorities where required by law.

Where third parties process personal information on our behalf, we require them to protect it appropriately and only use it for authorised purposes.

10. International Transfers

Some of the service providers we use may process or store personal information outside the United Kingdom.

Where personal information is transferred internationally, we will take appropriate steps to ensure that the information receives an adequate level of protection in accordance with applicable data protection law.

This may include relying on an adequacy decision, approved contractual safeguards or another legally recognised transfer mechanism.

11. How Long We Keep Your Information

We retain personal information only for as long as reasonably necessary for the purpose for which it was collected, including to meet legal, regulatory, accounting, tax, pharmacy, clinical or reporting requirements.

Different types of information may be kept for different periods depending on:

• The nature of the information.
• The reason it was collected.
• Legal or regulatory requirements.
• Professional pharmacy record-keeping requirements.
• Whether the information may be required to establish, exercise or defend legal claims.

When information is no longer required, we will securely delete, anonymise or otherwise dispose of it where appropriate.

12. How We Protect Your Information

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

These measures may include access controls, secure systems, password protection, encryption where appropriate, staff procedures and restrictions on access to sensitive information.

While we take reasonable precautions to protect personal information, no internet transmission or electronic storage system can be guaranteed to be completely secure.

13. Your Data Protection Rights

Depending on the circumstances, you may have rights relating to your personal information, including the right to:

• Access – request a copy of the personal information we hold about you.
• Rectification – ask us to correct inaccurate or incomplete information.
• Erasure – ask us to delete your personal information in certain circumstances.
• Restriction – ask us to restrict the way we use your information in certain circumstances.
• Object – object to certain types of processing, including direct marketing.
• Data portability – request the transfer of certain personal information to you or another organisation where applicable.
• Withdraw consent – withdraw consent at any time where we rely on consent to process your information.

These rights are not absolute and may be subject to legal or regulatory exemptions.

To exercise any of these rights, please contact us at support@aliviohealth.co.uk.

We may need to verify your identity before responding to a request.

14. Automated Decision-Making

We do not intend to make decisions about you based solely on automated processing where those decisions would produce legal effects or similarly significantly affect you, unless this is permitted by law and appropriate safeguards are in place.

Where technology is used to assist with pharmacy or healthcare services, appropriate professional oversight will be used where required.

15. Links to Other Websites

Our website may contain links to websites operated by third parties.

We are not responsible for the privacy practices, content or security of third-party websites. We recommend reviewing the privacy policy of any third-party website before providing personal information.

16. Children’s Privacy

Our services are not intended to allow children to independently purchase medicines or pharmacy services where they are not legally or clinically able to do so.

Where we process information relating to a child in connection with a legitimate pharmacy or healthcare service, we will handle that information in accordance with applicable legal and professional requirements.

17. Complaints

If you have concerns about how we have handled your personal information, please contact us in the first instance so that we can investigate your concerns.

You also have the right to raise a complaint with the Information Commissioner’s Office (ICO), the UK’s data protection regulator.

18. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes to our services, business practices, technology or legal and regulatory requirements.

When we make changes, we will publish the updated policy on our website and update the “Last updated” date at the top of this page.

19. Contact Us

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

Alivio Health
Email: support@aliviohealth.co.uk