VÕS HELP PRIVACY POLICY

Last updated: 2 September 2026

1. Who We Are

VÕS HELP Limited (“VÕS”, “we”, “us” or “our”) provides a digital mental health and wellbeing platform that enables users to connect with qualified human professionals for support.

We take the privacy, confidentiality and security of our users seriously, particularly because information shared through VÕS may include sensitive information about a person's mental health and wellbeing.

This Privacy Policy explains what information we collect, why we collect it, how it is used, when it may be shared and the rights available to you.

2. Age Requirement

VÕS is available to people aged 13 and over.

Users under 18 are treated as young people for safeguarding purposes and additional safeguards may apply to their use of the service.

VÕS is not intended for children under 13 and children under 13 must not create or independently use a VÕS account.

We aim to explain our use of personal information in language that young people can understand.

3. Information We May Collect

Depending on how you use VÕS, we may collect:

• account and registration information

• age or date of birth

• contact information where provided

• payment and transaction information

• information required to connect you with a professional

• communications and information you choose to share when using VÕS

• mental health, wellbeing and other health related information

• safeguarding information

• records relating to complaints or incidents

• device, security, diagnostic and technical information

• usage information relating to the operation of the platform

• information you provide when contacting VÕS

We aim to collect only information that is necessary for providing, protecting and improving the service and meeting our legal, safeguarding and regulatory responsibilities.

4. Mental Health and Other Sensitive Information

Information concerning health is treated as special category personal data under UK data protection law and receives additional protection.

VÕS may need to process mental health and wellbeing information in order to provide the service requested by a user and to enable professionals to provide appropriate support.

We will identify and document the appropriate lawful basis under Article 6 UK GDPR and the appropriate condition under Article 9 UK GDPR for each relevant processing activity.

Where explicit consent is relied upon for special category information, that consent will be requested separately, clearly and affirmatively and may be withdrawn, subject to any information that we are legally required or permitted to retain.

5. Why We Use Personal Information

We may use personal information to:

• provide and operate VÕS

• create and administer accounts

• connect users with professionals

• facilitate support sessions and communications

• process payments

• protect users and professionals

• manage safeguarding concerns

• respond to emergencies where appropriate

• investigate complaints and incidents

• prevent misuse, fraud and security threats

• maintain the security and reliability of VÕS

• comply with legal and regulatory obligations

• monitor and improve the quality and safety of the service

• communicate important information about the service

We will not use sensitive mental health information for unrelated advertising.

6. Confidentiality

We recognise that users need to feel able to speak openly.

Information shared through VÕS is treated as confidential subject to applicable law, professional obligations and safeguarding requirements.

Confidentiality is not absolute.

Information may be disclosed where this is reasonably necessary and lawful to protect a user or another person from serious harm, address a safeguarding concern, comply with a legal obligation or court order, prevent or detect serious crime, or assist emergency or statutory services where disclosure is appropriate.

Where possible and safe, the user will be informed about such disclosure.

7. Safeguarding and Emergencies

If information indicates that a user or another person may be at serious or immediate risk of harm, VÕS or a professional using the platform may take reasonable safeguarding action.

This may include seeking further identifying or location information and contacting emergency services, safeguarding authorities or other appropriate organisations.

VÕS is not an emergency service.

If you or another person is in immediate danger, call 999 in the UK or the appropriate emergency service in your location.

8. Young People Aged 13 to 17

VÕS accepts users aged 13 to 17.

We recognise that children's personal information requires particular protection.

We aim to process the minimum information reasonably necessary, explain privacy information clearly, prioritise the best interests and safety of young users and apply enhanced safeguarding procedures where appropriate.

Being under 18 does not mean that everything a young person discusses will automatically be disclosed to a parent or guardian.

However, confidentiality may need to be broken where there is a serious safeguarding concern or where disclosure is otherwise required or permitted by law.

9. Who We May Share Information With

Where necessary and lawful, information may be shared with:

• professionals providing services through VÕS

• technology, hosting, communications and payment providers acting on our behalf

• professional advisers

• regulators and competent authorities

• safeguarding organisations

• law enforcement

• emergency services

• courts or other organisations where disclosure is legally required

We require service providers processing information on our behalf to protect that information appropriately.

We do not sell users' personal health information.

10. International Data Transfers

Some technology providers may process information outside the United Kingdom.

Where personal information is transferred internationally, VÕS will take appropriate measures required by UK data protection law to protect that information.

11. Security

VÕS uses organisational and technical measures designed to protect personal information against unauthorised access, disclosure, alteration, loss and misuse.

No digital service can guarantee absolute security.

We regularly review the security measures appropriate to the nature and sensitivity of the information processed.

12. Data Retention

We retain personal information only for as long as reasonably necessary for the purpose for which it was collected and to meet applicable legal, regulatory, safeguarding, insurance and dispute resolution requirements.

Different categories of information may have different retention periods.

VÕS maintains, or will maintain, a documented data retention schedule defining appropriate retention and deletion periods.

13. Your Rights

Depending on the circumstances, UK data protection law may give you rights including the right to:

• access your personal information

• request correction of inaccurate information

• request deletion of information

• restrict certain processing

• object to certain processing

• receive certain information in a portable format

• withdraw consent where processing is based on consent

• complain about the way your information has been handled

These rights are subject to legal exceptions.

14. Marketing

We will only send electronic marketing where we have an appropriate legal basis to do so.

You may unsubscribe from marketing communications at any time.

Mental health information disclosed through support sessions will not be used to target users with unrelated advertising.

15. Cookies and Similar Technologies

Our website and digital services may use cookies and similar technologies.

Where consent is legally required for non essential cookies or tracking technologies, users will be given an appropriate choice.

16. Changes to this Policy

We may update this Privacy Policy as VÕS develops or where legal or regulatory requirements change.

The latest version will be published on our website and the date of the latest update will be shown at the top.

Material changes may also be communicated through the app or other appropriate means.

17. Contact and Complaints

Questions about privacy or the exercise of data protection rights can be directed to VÕS HELP through the contact details published on our website.

You also have the right to complain to the Information Commissioner's Office where applicable.

VÕS HELP Limited
United Kingdom
www.voshelp.com