Children's Privacy Policy

Who we are and how to reach us

We are ProblemShared (the trading name of Teledoctor Limited), at 16 High Holborn, London, WC1V 6BX. We’re here to help you and your family learn more about how you think and feel, especially with things like Autism, ADHD, and learning differences. All of this happens through safe and private video calls on our platform and sometimes in face-to-face sessions.

To support you effectively, we need to collect, use, and store some of your personal data. This privacy notice explains what types of data we will collect from you, how we will use it, how we protect it, and how you can complain or get help if you are unhappy.

If you need help, please ask your parent or carer to read the separate Privacy Notice we’ve written for them [link] or email us at help@problemshared.net.

What we collect

Who you are (identity data):

• Your name, birthday, and gender (if you share it).

📞 How to contact you (contact data):

• Your or your parent/carer’s email, phone number, and address.

• Emergency contacts and your doctor’s details.

💳 Money and bookings (financial data & transactional data):

• How your parent/carer pays us (like card or invoice).

• Sessions you’ve booked, paid for, and reminders.

🏥 Health information (medical data):

• Your health history and reasons for therapy.

• Medications, therapy notes, and any tests or results.

• Your preferences for a therapist (like language or gender).

💻 Your devices (technical data):

• Information about your phone or computer, like screen size.

• The country you’re in and type of internet browser.

🧠 Your choices (profile data):

• Your therapy preferences and feedback.

• Notes from sessions and your health record (if used).

🌐 How you use the website (usage data):

• Pages you visit, buttons you click, and how long you stay.

• Time spent in video calls.

✉️ Messages & updates (marketing/comms data):

• If you say yes to getting updates and other communications from us.

• Copies of emails between you or your parent/carer and us.

✉️ How you interact with us (engagement data)

• If you say yes to getting updates from us, we will collect information about how you react to our updates (for example what you click on or download).  

🎥 What we collect when we see you (session data):

• What you look like (video or images).

• What you sound like (your voice).

• What you say or do during the session.

• Special information you share about how you feel or your health.

❗We will only record or keep video or audio if you say it’s okay.

How do we collect your information?

🧑‍💻 When you use the platform:

• You give us information when you sign up, fill in forms, or use your dashboard.

• If you message us, we keep a copy of your messages and details (like time sent).

🏥 From partner organisations:

• Sometimes, groups like the NHS, insurance companies, or universities share your information with us when they refer you to our service.

🩺 From your therapist or practitioner:

• Your practitioner might write session notes or reports to help with your care. Sometimes, your practitioner may use a secure computer tool that helps write up notes while you talk, so they can give you their full attention. Your practitioner will always check that everything it writes is accurate.

👨‍👩‍👧 From people helping with assessments:

• Parents, teachers, or others who know you might fill in forms or surveys (like for ADHD or autism checks) to help with your assessment.

🌐 From how you use the website:

• When you visit our website, we collect information like your device type and how you move around the site.

• We use cookies (tiny bits of data) to help us do this. You can learn more in our cookie policy.🍪

Why we use your information

Before using our service, you agree to our rules (our ‘Terms & Conditions’ and this document), which also explain why we can use your data:

🏥 To help with your health (health care): We use your health information to give you care, support, or a diagnosis (like ADHD or autism assessments).

📃 Because of an agreement (contract): If you or someone else (like your school or doctor) asks us to help, we use your information to do what we promised.

💡 To make our services better (legitimate interest): We may use your information to improve our website or services, but only if it doesn’t negatively affect you.

📜 Because the law says so (legal obligation): Sometimes we have to use your information to follow the law (like for safety or legal records).

📜 Because you or someone else is in danger (vital interests): Where you or someone else is in danger, we may have to share information you’ve given to us with the police, ambulance and others.

✅ Because you said yes (consent): For some things, like using computers to write up notes, recording sessions we have with you, or sending you updates, we’ll only do it if you’ve agreed.

We only use your information when we’re allowed to by law. Here’s what we may use it for and how long we keep it:

🩺 To give you care and support (like therapy or assessments)

• Type of data used: Information about who you are, your contact and health information, and preferences

• Reason behind our use: Health care + contract

• Kept: Health records for up to 20 years or until you turn 25; other data for 7 years

🎥 Session recordings to train our staff and improve the care you receive

• Type of data used: Information about who you are, your contact and health information, what you look like (video or images). what you sound like (your voice), what you say or do during the session.

• Reason behind our use: Consent

• Kept: Health records for up to 20 years or until you turn 25; other data for 7 years

To manage payments (like fees or refunds)

• Type of data used: Who your parent/carer is, and their contact and payment information

• Reason behind our use: Contract

• Kept: 7 years

💬 To stay in touch (like changes to services or answering questions)

• Type of data used: Who you are and your contact details

• Reason behind our use: Contract

• Kept: 7 years

👨‍👩‍🏫 To develop our relationship with you (like sending you updates)

• Type of data used: Who you are, your contact details, your communications and interactions with our updates  

• Reasons behind our use: Consent + legitimate interest

• Kept: We keep confirmation that you want to receive updates from us until you tell us you don’t want to anymore; other information we collect we keep up to 3 years

🚨 To help in emergencies (like contacting a parent or guardian)

• Type of data used: Emergency contact’s information

• Reason behind our use: Legitimate interest (your safety)

• Kept: 7 years

👨‍👩‍🏫 To understand your needs better (with input from family, teachers, etc.)

• Type of data used: Information shared by others about your care

• Reason behind our use: Legitimate interest (to allow us to conduct safe, full assessments)

• Kept: Same as your record (or 7 years if separate)

🖥️ To keep the website working (fixing bugs, security, and speed)

• Type of data used: Information about your device and how you use the site

• Reason behind our use: Legitimate interest (keeping things running safely)

• Kept: Usually 4 months, sometimes up to 1 year

🖥️ To improve our service (like learning what works best or what to improve)

• Type of data used: All info we collect about you

• Reason behind our use: Legitimate interest (keeping things running safely and improving the care you receive)

• Kept: Health records for up to 20 years or until you turn 25; other data for 7 years

🛡️ To follow the law and protect our rights (like keeping everyone safe and doing what we’re required to do)

• Type of data used: Any information we collect about you (but only what’s needed)

• Reason behind our use: legal obligation & vital interests

• Kept: Health records for up to 20 years or until you turn 25; other data for 7 years

Marketing

If you’ve chosen to get updates or messages from us, we might use your information to send you news, invitations, and promotions. We could also share content that fits your interests. Sometimes, we look at how people use our services or take part in activities so we can keep you updated about things that might interest you

Who might see your information and why?

We only share your data when it’s necessary, and everyone who handles it must follow strict privacy rules:

🧑⚕️ Our team:

• Mostly shared with the practitioner you interact with, and relevant staff who help organise your care and bookings, or ensure everything is safe and done properly.

🤝 Organisations that referred you (like NHS or insurers):

• If they sent you to us, we may share updates about your care with them.

🩺 Your doctor (GP) or other medical staff:

• We might share information if needed for your health, medication, or safety (even without asking in emergencies).

💻 Trusted tech helpers (third-party services):

• We use secure tools for things like video calls, payments, data storage, and sharing updates with you.

🏛️ Official bodies (regulators):

• Sometimes we must share information if the law requires it (like with health or privacy regulators).

🌍 If your data goes abroad

🖥️ Most of your data stays in the UK, using secure, NHS-approved systems.

🛫 If data needs to go outside the UK (like for tech tools), we only use safe, approved companies.

✅ For countries in the EU, the rules relating to the protection and security of your data are similar to the UK.

🔐 For other countries, we make sure your information is protected and follow UK privacy laws.

How long we keep your information

🏥 Health/clinical records: usually 20 years after last contact or until your 25th birthday, whichever is later.  

📁 Other records (e.g., information about your profile or payment logs): usually up to 7 years after care ends. If you’ve said yes to getting messages and updates from us, we’ll keep that consent until you change your mind. Other marketing information will usually be kept for up to three years.

🧹After the time is up, we securely delete or destroy your data.

🔒 Keeping your information safe

We protect your information with strong security, like secret codes (encryption), safe storage in secure UK and EU-based servers, and careful checks to make sure only the right people (like the practitioner you interact with) can see it. If anything goes wrong, we’ll fix it and let you know if needed.

🤫 Keep your information private too!

Even with our protections, it’s important you don’t share private things like your full name, address, or health details online, unless a trusted adult says it’s okay.

What you can do with your personal information

Your rights and what you can do

✏️ Fix mistakes

If something is wrong, you can ask us to correct it.

🗑️ Delete data

You can ask us to delete your information.

🔄 Limit how we use your data

You can ask us to use your data less or in different ways.

💾 Download your data

You can ask for a copy of your data to keep or use yourself to transfer to a different company.  

🚫 Object to some uses

You can say no to some ways we use your data if you want.

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👨‍👩‍👧 Ask for help: If you want, a parent or carer can ask us for you.

💰No cost: We won’t charge you for these requests.

🔐 Proof of who you are: We may ask you or your parent/carer to prove your identity to keep your information safe and private.  

🛡️ What your practitioner must do

The person you see in your session (your practitioner) must follow rules to keep your information safe.

This includes keeping your notes safe on our system, taking part in training, and following the rules we set out for them in our contracts.  

How to complain

If you’re worried or unhappy about how we use your information, you can:

• Ask your parent or carer to email our Data Protection Officer (DPO). They help keep your data safe and answer questions:
  📧 DPO@problemshared.net

• Or ask your parent or carer to contact the Information Commissioner’s Office (ICO), who help protect your privacy: 🌐 ico.org.uk 📞 0303 123 1113

Changes to this notice

We update this notice when things change and show the latest version on our site.

Privacy notice for your parent or carer

For our privacy notice intended for adults, please visit [link].

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