Privacy Policy

Last updated: 22 July 2026. This policy applies to the Private Therapy Network website, professional and client portals, Android application and any iOS application released by us.

1. Who we are

Private Therapy Network is a trading style of e-Volve Software Services Limited (Company No. 16201309), whose registered office is at Dukeries Business Centre, 31-33 Retford Road, Worksop, Nottinghamshire, S80 2PU. In this policy, “Private Therapy Network”, “PTN”, “we”, “us” and “our” refer to e-Volve Software Services Limited.

For UK data protection law, we generally act as controller for information collected through our public website, matching service, user accounts, mobile applications and platform administration. Independent professionals may become separate controllers for information they receive and use in providing their own services.

2. Scope and current territory

Our initial mobile application release is intended for users in the United Kingdom. We may later offer services in the United States or other territories. Where we do, we may provide supplementary notices or terms required by local law. A planned future launch does not mean the service is currently available, regulated or approved in those territories.

3. What the service does

PTN operates a therapy enquiry, professional discovery, matching, lead marketplace and secure communications platform. We are not an emergency service, crisis service, healthcare provider, medical practice, insurer or regulator. Professionals using PTN are independent practitioners or organisations and are responsible for their own advice, treatment, records, professional duties and legal compliance.

4. Information we collect

• Account and identity data: name, email address, telephone number, login credentials, role, account status and verification information.
• Client enquiry and matching data: location, support needs, preferred contact method, availability, preferences, free-text messages and answers submitted through forms.
• Health and sensitive information: information a user chooses to provide about mental health, physical health, disability, relationships, trauma, medication, risk, wellbeing or personal circumstances.
• Professional data: qualifications, registrations, business details, areas of practice, biography, profile image, service locations, pricing, availability and account activity.
• Communications: messages sent through the platform, support correspondence, complaint information and notification preferences.
• Transaction data: credit purchases, invoices, refunds, replacement requests, payment status and related accounting records. Full card details are processed by our payment provider and are not stored by PTN.
• Device and technical data: IP address, browser or device type, operating system, app version, authentication tokens, push-notification tokens, timestamps, security events, diagnostic information and audit logs.
• Usage data: pages and screens viewed, feature interactions, notification delivery or engagement, cookie choices and similar service analytics where enabled.
• Uploaded content: profile photographs and any files or images users deliberately submit through available features.

5. Special category and health data

Therapy enquiries and messages can contain health data and other special category personal data. We process such information only where necessary for the requested service and where an appropriate UK GDPR condition applies, which may include explicit consent, provision or management of health or social care through an appropriately bound professional, safeguarding, vital interests, legal claims or substantial public interest where applicable.

Users should provide only information that is relevant and should not include unnecessary details about another person without a lawful reason.

6. How we use information

• To create, authenticate, administer and secure accounts.
• To receive, assess, route and manage therapy or wellbeing enquiries.
• To display limited or anonymised lead previews to eligible professionals.
• To disclose relevant enquiry information to an approved professional when the user requests a connection or where a lead is lawfully acquired through the platform.
• To provide secure messaging, account notifications, push notifications and service communications.
• To operate professional profiles, credits, purchases, refunds, replacement requests and support functions.
• To investigate misuse, fraud, complaints, safeguarding concerns and security incidents.
• To improve performance, reliability, accessibility and user experience.
• To comply with legal, regulatory, tax, accounting, insurance and professional-adviser requirements.
• To establish, exercise or defend legal claims and enforce our agreements.

7. Lawful bases

Depending on the activity, we rely on performance of a contract, steps requested before entering a contract, consent, legitimate interests, compliance with legal obligations and protection of vital interests. Our legitimate interests include operating and improving the platform, preventing fraud, maintaining security, supporting users, administering commercial relationships and defending legal rights, balanced against the rights of individuals.

Where consent is the basis, it can be withdrawn at any time, without affecting processing already carried out lawfully.

8. Push notifications and mobile permissions

With permission, the mobile app may register a device token and send service notifications, including new-message, account, lead and administrative alerts. Notification content may appear on a locked screen depending on device settings. Users can disable push notifications in the app or device settings, although essential service messages may still be sent by email or displayed in the account.

The app may request access to photographs, camera or files only when a user chooses a feature that requires it, such as uploading a profile image. We do not use these permissions to access unrelated content.

9. Who we share information with

We may disclose information to:

• independent professionals and organisations selected or permitted to respond to an enquiry;
• hosting, cloud, email, notification, customer-support, analytics, security and software suppliers acting under contract;
• payment processors and financial institutions involved in a transaction;
• professional advisers, insurers, auditors and prospective purchasers in a legitimate corporate transaction;
• courts, regulators, law-enforcement bodies, safeguarding bodies or other authorities where disclosure is required or lawfully justified;
• another person where necessary to protect life, safety, rights, property or the integrity of the service.

We do not sell personal or health information. We do not permit professionals to use enquiry data for unrelated marketing or resale.

10. Independent professionals

Once information is disclosed to an independent professional, that professional may process it under their own privacy notice and legal responsibilities. Users should review the professional’s privacy information before beginning therapy or providing further clinical information. PTN is not responsible for an independent professional’s separate records or conduct, although concerns may be reported through our complaints process.

11. International transfers

Some suppliers may process data outside the United Kingdom. Where required, we use safeguards such as UK adequacy regulations, the UK International Data Transfer Agreement, the UK Addendum to approved contractual clauses or another lawful transfer mechanism. We assess suppliers and limit access to what is necessary for their function.

12. Retention

We retain information only for as long as reasonably necessary for the purpose collected and to meet legal, safeguarding, fraud-prevention, tax, accounting, insurance and dispute-resolution requirements. Retention periods vary by record type.

• Account and operational data is normally retained while the account is active and for a limited period after closure.
• Messages, enquiries and complaint or safeguarding records may be retained where needed to evidence actions, protect users or respond to claims.
• Transaction, tax and accounting records may be retained for statutory periods.
• Security and audit logs may be retained for fraud prevention, incident investigation and legal defence.

Where deletion is not legally possible, we restrict the retained information and keep only what is necessary. Backups may take a limited period to cycle out securely.

13. Account and data deletion

Users can initiate account closure from the account settings area where available. A request can also be submitted without access to the app using our account deletion page. We may verify identity before acting. Closing an account does not require us to erase records that must be retained for legal, safeguarding, fraud-prevention, accounting or legal-claims purposes, but retained data will be limited and protected.

14. Security

We use proportionate technical and organisational safeguards, including role-based access, authentication, encryption in transit, secure hosting controls, logging, access review, data minimisation, supplier due diligence and incident procedures. No service can guarantee absolute security. Users must keep credentials confidential, use a secure device and notify us promptly of suspected unauthorised access.

15. Children

The app and account services are not directed at children under 18. A parent, guardian or appropriately authorised adult should make an enquiry for a child. We do not knowingly permit a child to create an independent account. If we learn that a child has provided account data without appropriate authority, we may restrict or remove it.

16. Safeguarding and emergencies

PTN is not monitored as an emergency or crisis channel. In an immediate danger, call 999 or attend A&E. For urgent NHS help, use NHS 111 or the relevant local urgent mental-health service. If information suggests a serious and imminent risk of harm, we may make proportionate use or disclosure of information where lawful and necessary to protect vital interests or meet safeguarding obligations.

17. Marketing

We may send marketing only where permitted by law. Users can unsubscribe using the link in a marketing email or by contacting us. Service, security, transaction and account messages are not marketing and may still be sent where necessary.

18. Cookies and similar technologies

Our website may use essential cookies and, with consent where required, analytics or advertising technologies. Details are provided in our Cookie Policy. Mobile applications may use local storage, device identifiers or SDK-generated technical data where required for authentication, security, notifications and app operation.

19. Your rights

Subject to applicable law, individuals may request access, correction, erasure, restriction, portability or objection, and may withdraw consent. They may also complain to the UK Information Commissioner’s Office. Rights are not absolute and we may need to verify identity.

20. Contact us

Privacy enquiries, rights requests and complaints can be sent through our app support page or by writing to e-Volve Software Services Limited at the registered address above. Please mark correspondence “Data Protection”.

21. Changes to this policy

We may update this policy to reflect changes in law, technology, suppliers or services. The current version and date will remain available at this URL. Material changes may also be notified through the app, website or email.