Privacy Policy

Last updated: 26th May 2025

Privacy & Cookies

INTRODUCTION

This privacy policy sets out the way Vertera Health Ltd (“Vertera Health Ltd”) processes your personal information in relation to the Vertera application (“Vertera”). It deals with how Vertera Health Ltd collects information, what Vertera Health Ltd does with it, how Vertera Health Ltd protects it and what controls or rights you have.

Vertera Health Ltd is committed to protecting the privacy of its users and anyone who interacts with the Vertera application, and will treat all such information with due care. Vertera Health Ltd promises to:

  • Tell you why Vertera Health Ltd collects personal information, how Vertera Health Ltd does this and what Vertera Health Ltd uses it for.
  • Only collect the information Vertera Health Ltd needs to deliver the Vertera service to you.
  • Keep your personal information up to date and ensure it is safe and secure.

Please read this Privacy Policy carefully to understand how Vertera Health Ltd processes your personal data in relation to the Vertera application. By providing your personal data to Vertera Health Ltd or by using the Vertera application or this website you are accepting or consenting to the practices in this Privacy Policy.

Vertera Health Ltd may change this policy from time to time. The date this policy was last updated is shown at the end of this document. Please check back frequently to see if the policy has been updated.

As a data controller, Vertera Health Ltd fully complies with the Data Protection Act 2018 (DPA), the Privacy and Electronic Communications Regulations 2003 and the UK General Data Protection Regulations (UKGDPR). Vertera Health Ltd is committed to registering on the ICO Data Protection Register.

WHO WE ARE

In this policy references to “Vertera Health Ltd” are to Vertera Health Ltd, and “Vertera” refers to our application. The Vertera application is intended for use by adults (18 years and over) only. The data controller is the Data Protection Officer at 1st Floor, HealthAid House, Marlborough Hill, Harrow, HA1 1UD.

WHAT INFORMATION IS COLLECTED

Vertera Health Ltd collects personal information about you to enable Vertera Health Ltd to provide the Vertera application and related services. The term personal data means any information about an individual from which that individual may be identified. Vertera Health Ltd may collect, store and use some or all of the following categories of data about you.

When you use Vertera Health Ltd’s website, Vertera Health Ltd may record:

  • technical information, including the type of device you use to access Vertera Health Ltd’s website, the Internet Protocol (IP) address, your login data, the type and version of your browser, your time zone setting and location, browser plug-in types and versions, operating system, platform and mobile network information; and
  • your usage of Vertera Health Ltd’s website, including the full Uniform Resource Locators (URL), the pages you viewed, the page response times, any download errors, the length of time you were on a particular page, how you interacted with the page (such as scrolling, clicks and mouse-overs), and how you browsed away from the page.

The personal information Vertera Health Ltd collects may include:

  • Name and address.

  • Email address and telephone numbers.

  • The country you live in, your gender, date of birth, the language you speak.

  • Recordings of telephone calls or video calls Vertera Health Ltd receives or makes.

  • Your photograph and photographs.

  • Video and sound recordings.

  • Details of services you may have received through the Vertera application.

  • Reports or notes on spine health conditions, symptoms, exercise progress, and treatment outcomes.

  • Patient feedback and treatment outcome information you provide.

  • Information about complaints and incidents.

  • When you visit Vertera Health Ltd’s website, Vertera Health Ltd collects information about your IP address and pages you visit. This does not tell Vertera Health Ltd who you are or your address, unless you choose to provide that information.

  • Your payment information (e.g. credit card details) provided when you make a payment to Vertera Health Ltd.

Vertera Health Ltd may also collect Special category data – sometimes called sensitive personal information. This may include:

  • Information about your physical or mental health, genetic data or biometric data related to your spine health condition.
  • Information about risk and safeguarding where relevant to your health and safety.

Legal Basis for Health Data Processing: Vertera Health Ltd processes your health data based on your explicit consent, which you will provide when registering for and using the Vertera application. This explicit consent is separate from general consent and specifically covers the processing of your health information for the purposes of providing spine health services, monitoring your progress, and improving your treatment outcomes. You can withdraw this consent at any time by contacting Vertera Health Ltd, though this may affect our ability to provide certain health services to you.

HOW WE COLLECT PERSONAL INFORMATION

Vertera Health Ltd collects personal information in the following ways:

  • When you enquire about the Vertera application.
  • When you provide information by filling in a form on registration or information provided at any other time.
  • When you correspond with Vertera Health Ltd by email, phone or other ways.
  • During the course of Vertera Health Ltd providing its services to you.
  • When you contact Vertera Health Ltd by email, telephone, social media or in any other way.
  • When you fill in a form or survey for Vertera Health Ltd.
  • Information from emergency services, local authority and other public organisations.
  • Information from third parties including business partners, service providers, technical sub-contractors, and payment services when you have given permission to share it with Vertera Health Ltd.
  • When you participate in discussion forums or other social media on Vertera Health Ltd’s site or sites managed by Vertera Health Ltd.

PERSONAL INFORMATION PROVIDED BY OTHER SOURCES

Vertera Health Ltd may collect personal data about you from other sources and these can include:

  • directly from a third party where the issue involves someone else;
  • from automated technologies or interactions with Vertera Health Ltd’s website through the use of cookies and similar; and
  • via Vertera Health Ltd’s systems.

HOW WE USE THE INFORMATION AND WHY WE NEED IT

Vertera Health Ltd uses personal information to provide the Vertera application and related services. This may include:

  • Processing – this will include using the information to fulfil any request made by you or someone on your behalf to receive Vertera Health Ltd’s services through the Vertera application.
  • Contract – if Vertera Health Ltd has a contract with you, Vertera Health Ltd will process your personal information to fulfil that contract
  • Consent – generally Vertera Health Ltd will only ask for your consent to process your personal information if there is no other legal ground to process. Where Vertera Health Ltd needs your consent, Vertera Health Ltd will ensure you are as fully informed as possible and use that consent solely for the reason you have given it to Vertera Health Ltd. You will be able to change your mind at any time by contacting Vertera Health Ltd at the address above. Any direct marketing email or text to you will have a link to let you do so.
  • Necessary to defend legal claims or a court action.
  • Vital interests – where it is necessary to protect your vital interests or those of another person.
  • Public interest – where required by applicable healthcare regulations or to protect patient safety.
  • Information you have made public.

LEGITIMATE INTERESTS

Vertera Health Ltd also processes your data when it is in Vertera Health Ltd’s legitimate interests to do this and when these interests do not override your rights. These legitimate interests include: –

  • providing you with information on spine health services, feedback, and relevant health resources.
  • Keeping Vertera Health Ltd records up to date.
  • For statistical research and analysis and to enable Vertera Health Ltd to monitor and improve services.
  • To monitor how Vertera Health Ltd is meeting its performance.
  • Sharing your personal information with people or organisations in order to comply with any legal or regulatory obligations or to enable Vertera Health Ltd to run its organisation.
  • To fulfil laws that apply to Vertera Health Ltd and the third parties Vertera Health Ltd works with.
  • Managing Vertera Health Ltd’s relationships with you and third parties who assist Vertera Health Ltd to provide the spine health services to you.

WHO WILL SEE THE INFORMATION

Your information will only be accessible to Vertera Health Ltd staff and only where it is appropriate in respect of the role they are carrying out. Vertera Health Ltd will never sell your information or let other organisations use it for their own purposes.

Vertera Health Ltd will only share your personal information:

  • If consent is necessary, Vertera Health Ltd will have taken your consent and will provide information for the specific reason your consent was given. You will have the opportunity to withhold consent when you complete the form on which Vertera Health Ltd collects the data or you can do so by contacting Vertera Health Ltd at the address above, at any time.
  • Where it is necessary to protect your vital interest (i.e. your life or health).
  • To other organisations to confirm your entitlement to Vertera services.
  • The police or other law enforcement agencies to assist them perform their duties if Vertera Health Ltd must do this by law or under a court order.
  • To organisations who you have requested Vertera Health Ltd to supply information so that they can provide services or products you have requested.
  • Organisations providing IT systems, IT support and hosting in relation to IT systems on which information is stored.
  • When using auditors and professional advisors.
  • When Vertera Health Ltd is legally required to, or because of a lawful request by a governmental or law enforcement authority.

Where a third-party data processor is used, Vertera Health Ltd ensures they operate under a contract which includes confidentiality and security of personal data and their obligations under the Data Protection legislation.

SECURITY

The security of your personal information is very important to Vertera Health Ltd. Vertera Health Ltd protects all personal data it holds and ensures Vertera Health Ltd has appropriate organisational and technical measures in place to prevent unauthorised access or unlawful processing of personal data and to prevent data being lost, destroyed or damaged.

Vertera Health Ltd will keep your personal data only for as long as is necessary. Personally identifiable data is only retained while you have an active account with Vertera Health Ltd. When you close your account, your personal data will be deleted within 30 days, except where Vertera Health Ltd is required by law to retain certain information for longer periods (such as financial records for tax purposes). Aggregated, anonymized data may be retained for research and service improvement purposes.

All information you provide to Vertera Health Ltd is stored on Vertera Health Ltd’s secure servers. Any payment transactions will be encrypted. Where Vertera Health Ltd has given you (or where you have chosen) a password which enables you to access certain parts of Vertera Health Ltd’s site, you are responsible for keeping this password confidential. Vertera Health Ltd asks you not to share a password with anyone.

Vertera Health Ltd implements industry-standard security measures including encryption, secure servers, and regular security assessments to protect your personal data. Once Vertera Health Ltd has received your information, Vertera Health Ltd uses strict procedures and security features to prevent unauthorised access.

Data Breach Notification: In the unlikely event of a data breach that poses a high risk to your rights and freedoms, Vertera Health Ltd will notify you via email to your registered account within 72 hours of becoming aware of the breach, along with details of what happened and what steps are being taken to address it.

All personal data is processed in the UK. Where technical hosting requires data storage outside the UK, appropriate safeguards and legal protections are in place.

You might find links to third party websites on Vertera Health Ltd’s website. These websites should have their own privacy policies, which you should check. Vertera Health Ltd does not accept any responsibility or liability for their policies whatsoever as Vertera Health Ltd has no control over them.

YOUR RIGHTS

You benefit from a number of rights in respect of the personal data Vertera Health Ltd holds about you. These rights apply for the period in which Vertera Health Ltd processes your personal data. More information is available from the Information Commissioner’s Office website (https://ico.org.uk/for-organisations/guide-to-the-general-data-protection-regulation-gdpr/individual-rights/). Vertera Health Ltd has summarised the rights which may be available to you below:

  • Transparency over how Vertera Health Ltd uses your personal information (right to be informed).
  • To request a copy of the personal information Vertera Health Ltd holds about you, which will be provided to you within one month (right of access).
  • An update or amendment of the personal information Vertera Health Ltd holds about you (right of rectification).
  • To ask Vertera Health Ltd to stop using personal information (right to restrict processing).
  • Ask Vertera Health Ltd to remove your personal information from Vertera Health Ltd’s records (right to be forgotten).
  • Request Vertera Health Ltd to remove your personal information for marketing purposes (right to object).
  • To obtain and reuse your personal data for your own purposes (right to portability) or to transfer it to another party.
  • Not to be subject to a decision based on automated processing.

You can contact Vertera Health Ltd about any of these rights at the address above. To protect your privacy, Vertera Health Ltd may ask you to prove your identity before it agrees to respond to any request.

Vertera Health Ltd will provide the information free of charge unless your request is manifestly unfounded or excessive or repetitive, in which case Vertera Health Ltd is entitled to charge a reasonable fee. Vertera Health Ltd may also charge you if you request more than one copy of the same information.

Vertera Health Ltd will provide the information you request as soon as possible and in any event within one month of receiving your request. If the request contains a large amount of data, Vertera Health Ltd reserves the right to provide the data within three months of the initial request. If Vertera Health Ltd needs more information to comply with your request Vertera Health Ltd will let you know.

In some circumstances Vertera Health Ltd may not be able to do what you have asked, for example if there is a statutory or contractual requirement for Vertera Health Ltd to process your data.

If you are not satisfied with the way in which Vertera Health Ltd deals with your request, you can contact the Information Commissioner’s Office on 0303 123 1113 or at their website www.ico.org.uk.

COOKIES

Vertera Health Ltd’s website uses cookies to distinguish you from other users of Vertera Health Ltd’s website. This helps Vertera Health Ltd to provide you with a good experience when you browse Vertera Health Ltd’s website and allows Vertera Health Ltd to improve its site. Where cookies are used, you will be presented with a cookie consent interface that allows you to accept or decline non-essential cookies. You can also manage your cookie preferences through your browser settings.

A cookie is a small file of letters and numbers that Vertera Health Ltd stores on your browser or the hard drive of your computer if you agree. Cookies contain information that is transferred to your computer’s hard drive.

Vertera Health Ltd uses the following cookies:

  • Strictly necessary cookies. These are cookies that are required for the operation of Vertera Health Ltd’s website. They include, for example, cookies that enable you to log into secure areas of Vertera Health Ltd’s website and use essential features.
  • Analytical/performance cookies. These allow Vertera Health Ltd to recognise and count the number of visitors and to see how visitors move around the website when they are using it. This helps Vertera Health Ltd to improve the way its website works, for example, by ensuring that users are finding what they are looking for easily.
  • Functionality cookies. These are used to recognise you when you return to Vertera Health Ltd’s website. This enables Vertera Health Ltd to personalise its content for you, greet you by name and remember your preferences (for example, your choice of language or region).
  • Targeting cookies. These cookies record your visit to Vertera Health Ltd’s website, the pages you have visited and the links you have followed. Vertera Health Ltd will use this information to improve user experience and website functionality.

Third Party cookies. These are used where Vertera Health Ltd has third party applications on its website to customise the services that it provides, or to provide increased functionality. They may relate to the use of social media or the use of another complimentary service.

RETENTION OF INFORMATION

Vertera Health Ltd holds your information only for as long as necessary for each purpose Vertera Health Ltd uses it. Vertera Health Ltd uses the following guidelines: –

  • Any time limits set by law or recommended by regulators, professional bodies or associations.
  • Time limits for making a claim.
  • For as long as Vertera Health Ltd has a reasonable need for managing its relationship with you or running its organisation.

Complaints and How to contact Vertera

If you have any questions about this privacy policy or your rights regarding the processing of your personal information, please email our Data Protection Manager at:

contact@verterahealth.com

Or in writing to :

Data Protection Officer

Vertera Health Ltd

1st Floor

HealthAid House

Marlborough Hill

Harrow

HA1 1UD

Should you have any complaints or queries about anything relating to the privacy of your personal data, or any other data protection issues, please let Vertera Health Ltd know using the contact details above and Vertera Health Ltd will do its best to deal with them. However, you also have the right to make a complaint at any time to the Information Commissioner’s Office (ICO), the UK’s supervisory authority for data protection issues. The ICO may be contacted on their helpline number which is 0303 123 1113 between 9am and 5pm Monday to Friday, or by other contact methods as set out on their website: www.ico.org.uk.

This policy was last updated on 26th May 2025