Our Privacy Policy

1. Introduction

Welcome to [ilovepear.com] (‘Website’). Pair with Pear Ltd (‘We’ or ‘Us’) collects, uses and is responsible for certain personal data about you. When we do so we are responsible as a ‘controller’ of that personal data. We are committed to protecting your privacy and ensuring the security of your personal data.

Please read this Privacy Policy carefully as it contains important information including who we are, how and why we collect, store, use and share personal data, your rights in relation to your personal data, and how to contact us or the supervisory authority in the event you have a complaint.

This Privacy Policy covers any personal data we might collect from you or which we have obtained about you from a third party: (1) in connection with the Services we provide to our Clients, (2) where you provide services to us as a Supplier, and (3) when you visit our Website. Our Website and Services are not intended for individuals under the age of 18, and we do not knowingly collect data relating to children.

2. Definitions

Please see below for useful definitions to explain some of the terms used in this Privacy Policy.

Clients means any of our clients to whom we provide the Services.

Legitimate Interest means the interest of our business in conducting and managing our business to enable us to give you the best service/product and the best and most secure experience. We make sure we consider and balance any potential impact on you (both positive and negative) and your rights before we process your personal data for our legitimate interests. We do not use your personal data for activities where our interests are overridden by the impact on you (unless we have your consent or are otherwise required or permitted to by law). You can obtain further information about how we assess our legitimate interests against any potential impact on you in respect of specific activities by contacting us.

Performance of Contract means processing your data where it is necessary for the performance of a contract to which you are a party or to take steps in response to your enquiry or questions or at your request before entering into such a contract.

Personal data, or personal information, means any information about an individual from which that person can be identified. It does not include data where the identity has been removed (anonymous data).

Services means the matching service we provide to connect Clients with psychologists, psychotherapists and counsellors (collectively referred to as ‘Therapists’).

Suppliers means those external vendors and suppliers that provide services to Us.

Website Visitors means individuals who visit our Website and who may opt to provide us with personal data to request further information or to receive marketing communications from us.

Comply with a legal or regulatory obligation means processing your personal data where it is necessary for compliance with a legal or regulatory obligation that we are subject to.

3. Data We Collect

We collect the following types of personal data:

  • Contact information (name, email address, age, identified gender)
  • Messages exchanged on our Website and with Us over email
  • Information provided for the Services. Payment details (processed through third-party providers) for our therapist subscriptions
  • Your marketing and communications preferences
  • Information about how you use the Website (e.g., log files, cookies)
  • Technical information about your browser, device, operating system, login details and other technology on the devices you use to access the Website.

Depending on what you choose to share with us when you use the Services, we may also collect Special Categories of Personal Data about you (this includes details about your race or ethnicity, religious or philosophical beliefs, sex life, sexual orientation, political opinions, trade union membership, information about your health and genetic and biometric data).

4. How We Collect Your Data

We use different methods to collect data from and about you including through:

  • Directly. You may give us personal data by filling in forms, accessing the Services, or corresponding with us by post, phone, email or otherwise. This includes personal data you provide when you request information about the Services, wish to give us information about any services you can provide, respond to an email from us, or give us some feedback or respond to communications.
  • Through automated technologies or interactions. As you interact with our Website, we may automatically collect some technical information and usage information about your browsing behaviour and patterns. We collect this personal data by using cookies and other similar technologies. Please see our Cookie Policy for further details.

5. How and Why We Use Your Data

We will only use your personal data when the law allows us to. Most commonly, we will use your personal data in the
following circumstances:

  • Where needed to perform a service or contract we are about to enter into or have entered into with you.
  • Where it is necessary for our legitimate interests (or those of a third party) such as administering and managing our business relationship with you, and your interests and fundamental rights do not override those interests.
  • Where we need to comply with a legal or regulatory obligation.

Generally we do not rely on consent as a legal basis for processing your personal data. However, where you choose to provide us with special categories of personal data, as described above, we ask for your explicit consent to process this data in order to provide our Services.

We will use your personal data for the following purposes:

  • To provide our Services to you
  • To administer and manage our business relationship with you
  • To respond to your enquiries, such as a request for information about our Services
  • To send transactional messages and provide customer service and support
  • For other business purposes, such as research and analysis, business development and planning, determining the effectiveness of our Services and to improve such services
  • To store messages securely for continuity of service
  • To administer and protect our Website (including troubleshooting, data analysis, testing, system maintenance, support, reporting and hosting of data)
  • To deliver relevant website content to you and to measure and understand the effectiveness of the content we serve to you
  • To comply with legal or regulatory obligations
  • To help us establish, exercise or defend legal claims
  • To send you information which we think you may find interesting (such as details about our products and services, market research, reports and other relevant content), in accordance with your marketing preferences
  • Deal with queries or complaints in relation to our Website or the Services
  • To use data analytics to improve our Website, content, marketing and user experience

We will only use your personal data for the purposes for which we collected it, unless we reasonably consider that we need to use it for another reason and that reason is compatible with the original purpose.

If we need to use your personal data for an unrelated purpose, we will notify you and we will explain the legal basis which allows us to do so.

Please note that we may process your personal data without your knowledge or consent, in compliance with the above rules, where this is required or permitted by law.

6. Data Sharing

We may share data with third-party service providers who assist in platform functionality, such as:

  • Payment processors
  • Cloud storage providers
  • Analytics tools

We may also share your personal data with the following parties for the purposes set out above in section 5:

  • Professional advisers including lawyers, bankers, auditors and insurers, if necessary, as part of the professional services they are performing.
  • HM Revenue & Customs, regulators and other authorities who we may be required to share personal data with as required to comply with the law.
  • Third parties to whom we may choose to sell, transfer, or merge parts of our business or our assets. Alternatively, we may seek to acquire other businesses or merge with them. If a change happens to our business, then the new owners may use your personal data in the same way as set out in this privacy notice.

We require all third parties to respect the security of your personal data and to treat it in accordance with the law.

7. Data Security

We have put in place appropriate security measures to prevent your personal data from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed. In addition, we limit access to your personal data to those employees, agents, contractors and other third parties who have a business need to know. They will only process your personal data on our
instructions and they are subject to a duty of confidentiality.

We have put in place procedures to deal with any suspected personal data breach and will notify you and any applicable regulator of a breach where we are legally required to do so.

8. Internal Transfers

Where personal data is shared and disclosed as set out above, these parties may be established outside the UK. For example, some of the service providers we use to support our services are based in the European Union and/or the United States, and this would involve a transfer of your personal data to the European Union or the United States, respectively. Whenever we transfer your personal data out of the UK, we endeavour to ensure a similar degree of protection is afforded to it by the implementation of one of the following:

  • We will only transfer your personal data to countries that have been deemed to provide an adequate level of protection for personal data.
  • Where we use certain service providers, we may use specific contract clauses approved for use in the UK which give personal data the same protection it has in the UK.

9. Data Retention

We will only retain your personal data for as long as necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, accounting, or reporting requirements. We may retain your personal data for a longer period in the event of a complaint or if we reasonably believe there is a prospect of litigation in respect to our relationship with you.

10. Cookies

We may use cookies and other information gathering technologies to learn more about how you interact with our Website. You can set your browser to refuse all or some browser cookies, or to alert you when websites set or access cookies. If you disable or refuse cookies, please note that some parts of this website may become inaccessible or not function properly. Please see our Cookie Policy for more information about the cookies we use.

11. Third Party Links

This Website may include links to third-party websites. Clicking on those links or enabling those connections may allow third parties to collect or share data about you. We do not control these third-party websites and are not responsible for their privacy statements. When you leave our Website, we encourage you to read the privacy notice of every website you visit.

12. Your Rights

Under certain circumstances, you have rights under data protection laws in relation to your personal data. Subject to any exemptions provided by law, you may have the right to:

  • Request access to your personal data (commonly known as a “data subject access request”). This enables you to receive a copy of the personal data we hold about you and to certain other supplementary information that this Privacy Policy is already designed to address.
  • Request correction of the personal data that we hold about you. This enables you to have any incomplete or inaccurate data we hold about you corrected, though we may need to verify the accuracy of the new data you provide to us.
  • Request erasure of your personal data. This enables you to ask us to delete or remove personal data where there is no good reason for us continuing to process it. You also have the right to ask us to delete or remove your personal data where you have
    successfully exercised your right to object to processing (see below), where we may have processed your information unlawfully or where we are required to erase your personal data to comply with local law. Note, however, that we may not always be able to comply with your request of erasure for specific legal reasons which will be notified to
    you, if applicable, at the time of your request.
  • Object to processing of your personal data where we are relying on a legitimate interest (or those of a third party) and there is something about your particular situation which makes you want to object to processing on this ground as you feel it impacts on your fundamental rights and freedoms. You also have the right to object where we are processing your personal data for direct marketing purposes. In some cases, we may demonstrate that we have compelling legitimate grounds to process your information which override your rights and freedoms.
  • Object to decisions being taken by automated means which produce legal effects concerning you or significantly affect you.
  • Request restriction of processing of your personal data. This enables you to ask us to suspend the processing of your personal data in the following scenarios: (a) if you want us to establish the data’s accuracy; (b) where our use of the data is unlawful but you do not want us to erase it; (c) where you need us to hold the data even if we no longer require it as you need it to establish, exercise or defend legal claims; or (d) you have objected to our use of your data but we need to verify whether we have overriding legitimate grounds to use it.
  • Request the transfer of your personal data to you or to a third party. We will provide to you, or a third party you have chosen, your personal data in a structured, commonly used, machine-readable format. Note that this right only applies to automated information which you initially provided consent for us to use or where we used the information to perform a contract with you.
  • Withdraw consent at any time where we are relying on consent to process your personal data. However, this will not affect the lawfulness of any processing carried out before you withdraw your consent. If you withdraw your consent, we may not be able to provide certain products or services to you. We will advise you if this is the case at the time you withdraw your consent.

You will not have to pay a fee to access your personal data (or to exercise any of the other rights). However, we may charge a reasonable fee if your request is clearly unfounded, repetitive or excessive. Alternatively, we may refuse to comply with your request in these circumstances.

We may need to request specific information from you to help us confirm your identity and ensure your right to access your personal data (or to exercise any of your other rights). This is a security measure to ensure that personal data is not disclosed to any person who has no right to receive it. We may also contact you to ask you for further information in relation to your request to speed up our response.

We try to respond to all legitimate requests within one month. Occasionally, it may take us longer than a month if your request is particularly complex or you have made a number of requests. In this case, we will notify you and keep you updated.

If you wish to exercise any of the rights set out above, please email us at tallie@ilovepear.co.uk.

13. Contact Us

For any questions about this Privacy Policy, please contact tallie@ilovepear.co.uk.

Our full details are:
Full name of legal entity: Pair with Pear Ltd
Email address: tallie@ilovepear.co.uk
Postal address: 12 Craster Road, London, England, SW2 2AU

You have the right to make a complaint at any time to the Information Commissioner’s Office (ICO), the UK supervisory authority for data protection issues (www.ico.org.uk), though please contact us first to see if your query can be resolved.

14. Changes to this Privacy Policy

This version was last updated on 1.5.25. To ensure that you are always aware of how we use your personal data we will update this Privacy Policy from time to time to reflect any changes to our use of your personal data and as required to comply with changes in applicable law or regulatory requirements. However, we encourage you to review this Privacy Policy periodically to be informed of how we use your personal data.

It is important that the personal data we hold about you is accurate and current. Please keep us informed if your personal data changes during your relationship with us.