Privacy Policy

Last updated: 19/10/2023

1. Introduction

Welcome to Renewe, a trading name of TrustPharm Limited ("we", "us", or "our").

TrustPharm Limited is a company registered in the United Kingdom and operates the telehealth e-commerce platform available at www.renewe.uk.

We are committed to protecting your privacy and handling your personal data lawfully, fairly, and transparently. This Privacy Policy explains how we collect, use, store, and share your personal data, including health-related information, and outlines your rights under UK data protection law.

We comply with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. For the purposes of data protection law, TrustPharm Limited is the data controller.

2. Key Definitions

  • We / Us / Our: Renewe, a trading name of TrustPharm Limited
  • Website: www.renewe.uk
  • Data Protection Officer: Muneeb Akhtar
  • Personal Data: Any information relating to an identifiable individual
  • Special Category Personal Data: Sensitive data such as health or medical information
  • Telehealth Services: Online consultations, health questionnaires, assessments, and related clinical services

3. Personal Data We Collect

We may collect and process the following types of personal data:

Personal & Contact Information

  • Full name
  • Date of birth
  • Address
  • Email address
  • Telephone number

Health & Medical Information (Special Category Data)

  • Health questionnaires and consultation responses
  • Medical history, symptoms, and lifestyle information
  • Gender, genotype, and biomarker data where relevant
  • Information required to assess suitability for treatment or products

Technical & Usage Data

  • IP address
  • Device, browser, and operating system information
  • Website usage and interaction data

Payment & Transaction Data

  • Billing address
  • Order and transaction history
  • (We do not store full payment card details)

Communications

  • Emails, messages, or calls with our customer support or clinical teams
  • Feedback, surveys, or reviews

4. How and Why We Use Your Personal Data

We process your personal data only where permitted by law and for legitimate purposes, including:

Lawful Bases for Processing

  • Contractual necessity: To provide telehealth services, consultations, and fulfil orders
  • Legal obligations: Healthcare, regulatory, and record-keeping requirements
  • Legitimate interests: Improving our services, preventing fraud, and maintaining platform security
  • Consent: For marketing communications and certain optional services

Health Data (Special Category Data)

We process health and medical data under:

  • Article 9(2)(h) UK GDPR – for medical diagnosis, healthcare provision, and treatment management
  • Explicit consent, where required

5. Telehealth & Clinical Services

To deliver our telehealth services, your personal and health data may be reviewed and processed by:

  • Registered healthcare professionals
  • Prescribers or clinicians
  • Partner pharmacies and fulfilment providers (where applicable)

This processing is necessary to:

  • Assess your suitability for treatment
  • Provide medical advice or recommendations
  • Issue prescriptions where appropriate
  • Ensure patient safety and clinical compliance

6. Marketing Communications

We may contact you with information about our services, updates, or promotional offers. You can opt out at any time by:

  • Clicking the "unsubscribe" link in our emails
  • Replying "STOP" to SMS messages
  • Contacting us directly

We do not sell or share your personal data with third parties for marketing purposes without your explicit consent.

7. Data Sharing

We may share your personal data with trusted third parties, including:

  • Healthcare professionals and clinical partners
  • Pharmacies and fulfilment providers
  • Payment processors and IT service providers
  • Professional advisers, regulators, or law enforcement where required
  • Fraud prevention and credit reference agencies where necessary

All third parties are required to process your data securely and only for specified purposes.

8. Payments & Financial Information

Payments made through Renewe are processed securely by PCI-DSS compliant payment service providers.

We do not store full debit or credit card details on our systems.

9. Where We Store Your Data

Your personal data is stored securely on servers located in the UK or European Economic Area (EEA), or with trusted service providers who meet UK GDPR standards.

Where data is transferred outside the UK or EEA, appropriate safeguards are in place to protect your information.

10. Data Retention

We retain personal and health data only for as long as necessary to:

  • Provide our services
  • Meet clinical, legal, and regulatory obligations
  • Handle complaints or disputes

When data is no longer required, it is securely deleted or anonymised.

11. Data Security

We use appropriate technical and organisational measures to protect your personal data from unauthorised access, loss, or misuse. While we take strong precautions, no online system is completely secure.

For online safety guidance, visit www.getsafeonline.org.

12. Monitoring & Communications

We may monitor or record communications, including calls and emails, for quality assurance, training, fraud prevention, and regulatory compliance.

13. Credit & Fraud Checks

Where necessary, we may share relevant information with credit reference or fraud prevention agencies to prevent fraudulent activity.

14. Children's Data

Renewe's services are intended for individuals aged 18 and over.

We do not knowingly collect personal data from children.

15. Providing Information About Others

If you provide personal data about another individual, you confirm that you have their permission and that they understand how their data will be used in accordance with this Privacy Policy.

16. Your Rights

Under UK data protection law, you have the right to:

  • Access your personal data
  • Correct inaccurate or incomplete data
  • Request deletion of your data
  • Restrict or object to processing
  • Request data portability

To exercise your rights, please contact us using the details below.

17. Changes to This Policy

We may update this Privacy Policy from time to time. Any changes will be published on this page, and we encourage you to review it regularly.

18. How to Contact Us

If you have any questions or concerns about this Privacy Policy or how your data is handled, please contact:

TrustPharm Limited (trading as Renewe)

171 New Beacon Road
Grantham
NG31 9LJ
United Kingdom

Email: info@renewe.uk

Website: www.renewe.uk

Data Protection Officer: Muneeb Akhtar

19. Complaints

If you are unhappy with how we handle your personal data, you have the right to complain to the Information Commissioner's Office (ICO):

Website: https://ico.org.uk/concerns

Telephone: 0303 123 1113