Privacy Policy
SOOTHE PRIVACY POLICY
Last updated: 18th November 2025
We are committed to protecting your personal information and complying with data protection laws in the United Kingdom and internationally. This privacy policy explains how we collect, use, store, and share your information when you use our website, services, and products.
By using the Soothe services, you agree to the practices described in this policy.
Our company details:
Jao Health Ltd, trading as Soothe.
Address: 5th Floor, 167-169 Great Portland Street, London, United Kingdom, W1W 5PF
Contact: team@trysoothe.co
How we use your personal information
We collect personal information so that we can provide and improve the Soothe services, fulfil orders, provide practitioner consultations, ensure the security of our website, and operate our business. This includes processing your health information so our practitioners can prepare personalised herbal formulations for you.
If we request information from you to fulfil an order or provide a service, we may be unable to proceed if you do not provide the required information.
We treat medical information and any photos you upload with the highest confidentiality and in accordance with all legal and regulatory requirements. This information is only used for providing the Soothe services.
How we use your information
We use your personal information for the following purposes:
- To fulfil a contract with you or take steps at your request
- Providing your practitioner consultation
- Creating your personalised herbal formulation
- Delivering your monthly herbal supplements
- Providing customer support
- Contacting you about changes to your subscription or services
- For our legitimate business interests
- Giving you access to the Soothe platform and services
- Providing relevant content based on your use of our services
- Informing you about our products and services by email, phone, or post (in accordance with marketing law and your preferences)
- Offering tailored advertising relating to Soothe services
- Analysing product and service usage to improve our service quality and develop new products
- Maintaining the security of our website and systems
- Ensuring fraud prevention and safety of our business and users
- Analysing demographic information to better understand customer needs
- Where you provide consent
- Processing your health data and any other sensitive data you provide
- Sending marketing communications where consent is required
- Placing cookies on your device as described in our Cookie Policy
- Where required by law
- Sharing personal information when legally required (for example, to comply with investigations or legal requests)
Categories of personal information we collect
We may collect the following types of personal information:
- Identity information (name, date of birth, gender)
- Contact information (email, phone number, address)
- Account information (login details, subscription details)
- Consultation data (questionnaire answers, symptoms, health history)
- Sensitive data (health conditions, medications, allergies)
- Images (optional photos you upload for practitioner review)
- Payment and transaction information
- Website usage data (cookies, IP address, browsing behaviour)
- Communications (messages sent through email, WhatsApp, or our platform)
Sensitive health information is only collected when you choose to provide it and is processed with enhanced safeguards.
How we share your information
We may share your information with:
- Staff within Soothe who require access to provide the service
- Registered herbal practitioners working with Soothe
- Third‑party service providers acting on our behalf (such as IT hosting providers, fulfilment partners, payment processors, communication platforms, and logistics providers)
We may also share your information:
- If necessary to protect the rights, property, or safety of Soothe, our users, or the public
- With law enforcement or government authorities when required by law
- In the event of a business sale, merger, or restructuring, where permitted by law
We do not sell your personal information.
International transfers
Your information may be stored or processed outside the UK or European Economic Area. When this occurs, we ensure appropriate safeguards are in place to keep your data safe.
For further details, contact us at team@trysoothe.co.
How long we keep your information
We keep your personal information only for as long as necessary to:
- Provide the Soothe services
- Comply with legal and regulatory requirements
- Resolve disputes
- Maintain records necessary to meet business, tax, or medical documentation obligations
We may keep a record of marketing opt‑out requests indefinitely to ensure we respect your preferences.
Your rights
You have the following rights regarding your personal information:
- Access your personal information
- Request correction of inaccurate information
- Request deletion of your information
- Request restriction of processing
- Object to processing, including processing based on legitimate interests
- Object to direct marketing (you can opt out at any time)
- Request data portability
- Withdraw consent where processing is based on consent (including health data)
To exercise any of these rights, contact us at team@trysoothe.co.
If you withdraw consent for us to process your medical or sensitive data, we may be unable to continue providing the Soothe services.
Complaints
If you have concerns about how we handle your data, you can contact us at team@trysoothe.co.
You also have the right to lodge a complaint with your local data protection authority.
Contacting us
The data controller responsible for the Soothe website, services, and products is:
Jao Health Ltd, trading as Soothe (Company number: 16773672)
Address: 5th Floor, 167-169 Great Portland Street, London, United Kingdom, W1W 5PF
Contact: team@trysoothe.co