Privacy Policy

We take your privacy seriously and want to let you know why we need certain information from you, what we're doing with it, and how we keep it secure.

What this policy covers
This policy explains how Aergo Ltd. use your data to deliver our postural support system, web and mobile services. We are responsible for how your personal data is handled and what it's used for. If you wish to exercise any of your rights, please contact Aergo Ltd.

What data do we hold and how do we get it

Personal data is any information we have that can identify you, such as your name, medical history or contact details.

Personal details
When you register with us, we'll ask you for your:

  • Name

  • Sex at birth

  • Date of birth

  • Address

  • Email address

  • Guardian’s contact details

  • Contact details of your clinician (Occupational therapist (OT) /Physiotherapist (PT))

The information you give us must be accurate. If you give us information about yourself or another person, you're confirming that you're authorised to do so.

Health and medical data
When you use our services, we collect information about your health, including:

  • Your medical condition 

  • Your equipment setting

  • Your app setting

Some of this information comes directly from you, but it can also come from third parties, such as your OT or PT

Details of your conversations with us
We also keep a record of your seating assessments and your conversations with us. This is so we can monitor the quality and safety of our product and services, and your wellbeing.

And, if you have consented we can use them to improve our product. This includes:

  • Your conversations with our technical support team

  • Your emails, calls or live chat conversations with our support team

  • Your postural support settings

We keep your health and medical data secure by applying technical and organisational measures to protect it.

Technical information and analytics
When you use our app, or visit our website, we may collect the following data, where this is allowed by your device or browser settings:

  • The IP address used to connect your mobile phone or other device to the internet

  • Your browser information, such as Google Chrome or Apple Safari

  • Login and operating system

  • The make and model of your device

  • Resettable device identifiers

  • Time zone, language and location settings

  • Information about your use of our app, for example number of times you’ve used our app to change settings in the product

  • App response times and updates

  • Information about your interactions, like what notifications you opened

Cookies
We also use 'cookies'. Cookies are files saved on your phone, tablet or computer when you visit a website. They collect information about how you use the website and the pages you visit. We do not use cookies on your medical or health information.

What we use your data for
This is how we use your data and the legal reasons for using it.

Providing you with a service
We need your personal information to enter into a contract with you and deliver services.

We use your health and medical information to provide you with a healthcare service, including when it's in your vital interests. 

This information is based on:

  • Providing you with postural support suggestions

  • Performing tasks in the public's interest (for example, our NHS services)

  • Your consent

The health and medical information we use includes information from your:

  • OTs and PTs

  • Caretaker

We might share this information with other health services. This is so we can give you the right care, including when it's in your vital interests. These services include:

  • NHS partners

Depending on how you access our services, we get your location from your phone, internet browser, IP address or postal address.

Improving Aergo Health’s services
If you've given explicit consent, we use your health and medical information to improve our services, including our artificial intelligence systems. This helps us deliver better healthcare to you and other Aergo Health users.

We remove details that could identify you from this information, such as your name, address and contact details. These are called 'personal identifiers'.

This doesn't involve making any decisions which would have a big effect on you. We only use this information to deliver a better experience to you and other Aergo Health  users. This explicit consent relates to when we use your personal data.

Helping health research
If you've given explicit consent, we use your data for health research. For example, to better understand your postural changes, support settings, and pressure data.

We aim to publish our research results in peer-reviewed journals or by working with academics.

We may conduct research with partner organisations such as universities or other academic institutions.

The type of information we collect includes your:

  • Medical records

  • Biometric profile

  • Consultation notes

  • Device usage

  • Aircell inflation data/pressure data

We remove any details that could identify you from this information. This includes your name, address and contact information.

As part of our research, we may use your contact details to invite you to take part in clinical trials. These trials might be about things like how frequently our system relief pressure points or reposition you to improve your postural control.

Using your data when it's in our 'legitimate interest'
We sometimes analyse your data and how you use our products to help us manage our business better.

This could be things like fixing bugs in our app, understanding current user trends, or working out what users might want in the future.

This doesn't involve making any decisions which would have a big effect on you. If this information is used alongside your personal data, we will make sure that our interests never come before your rights.

Keeping you up to date
We may contact you when marketing our service. This includes sending you product updates, surveys and marketing information. You can opt in or out at any time by replying to the email from hello@aergo.co.uk

Regulating the quality and safety of our service
We use your health and medical information for safety, training, regulatory, and compliance purposes.

This means that:

  • If we're legally required to, or asked by a regulator, we may need to share your information with regulatory bodies like the General Medical Council, Medicines and Healthcare Products Regulatory Agency or Care Quality Commission

  • We may audit how you use our services, for example to review the quality of results provided by our products

To detect and prevent fraud, we may need to share your personal and financial information with banks, financial institutions and fraud prevention services.

How we store and move your data
Your personal health and medical information are stored on secure servers. This includes information like:

  • Your primary care information

  • Data collected from your Aergo device

  • Any information about a diagnosis of illness or other problems

We don't store any of this information on your mobile device.

If you've chosen a password or authentication method to access the app, you're responsible for keeping this password and/or authentication method confidential. Please don't share it with anyone.

We encrypt data transmitted to and from the app. Once we have your information, we use strict procedures and security features to try to prevent unauthorised access. We will take all steps reasonably necessary to make sure that your data is treated securely.

Where we store and process your data
Your data may be processed or stored outside of the UK and the European Economic Area (EEA).

This is because we sometimes work with other companies who help us deliver Aergo Health’s services to you. These companies might have servers outside of the UK or EEA.

This will always be in line with applicable data protection lawful mechanisms (such as appropriate contractual terms) and subject to strict safeguards.

For further information on how we protect your data if we transfer it outside of the EEA, contact us by email at: techsupport@aergo.co.uk

How and why we share your data
To help us deliver our services we may share your personal data with other departments of Aergo Health, such as clinical and business development.

If it's needed for your treatment or care, we will share your data with your other health and social care providers. These include:

  • Our clinical partners (including our NHS partners) who we work jointly or in connection with to provide you a service

  • Your NHS GP

  • Specialist referral services

  • Therapists

  • Hospitals

  • Accident and emergency services

  • Testing service providers

  • Other health and care bodies

By law, we may need to share information with these services to safeguard either you or others, or conduct a public task (in the case of our NHS services). We may need your consent, or to rely on our legitimate interests to provide you with healthcare before we can share this information..

Aggregated or anonymous data
We may show on our website or share with our commercial partners data that does not personally identify you, but which shows general trends. This is 'aggregated' data and is not personal data.

This might include, for example, the number of users of our service or trends in a particular location.

You can contact us directly if you do not want your data to be used in this way by email at: techsupport@aergo.co.uk.

How long we keep your data
We follow advice from the Department of Health and the British Medical Association on how long to keep information found in your medical records. This is called a 'retention period'. We might also keep some information that doesn't identify you to help improve our business and our services.

We keep your seating assessment records for 10 years after your death or after you've permanently left the country.

If you want to see any of this information while we have it (in its 'retention period'), you can ask for it by emailing us at: techsupport@aergo.co.uk

Your rights
You're in control of your personal information. Under data protection law, you have the right to:

  • Remove or change your consent at any time, if we are using your data in a certain way based on it. You can do this by emailing us at techsupport@aergo.co.uk

  • Ask for a copy of the personal data we hold about you. Your data is stored in line with our legal and medical obligations. 

  • Ask us to correct information that's wrong, delete it, or ask that we only use it for certain purposes. There might be times when we're not able to help, like if the law or our medical obligations say we can't.

  • Ask us to restrict any automated (computer-made) decisions made with your data

  • Ask for your data to be provided in a portable format that allows you to move, copy or transfer it. Or ask us to send it in this format to someone else.

Data Protection Officer
Aergo Health
8th Floor, 6 Canterbury Crescent, 
London
SW9 7QE

We'll ask you for a proof of identity. Data protection laws give us one month to get back to you.

We're regulated by the Information Commissioner's Office (ICO). If you're not happy with any aspect of our data handling, you can complain to the ICO directly. You can contact them at:

Information Commissioner's Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
Phone: 0303 123 1113

Changes to this policy
We might update this policy from time to time.If we make any important changes, we'll let you know, and give you the chance to review them.

If you agree to the changes, you don't need to do anything. Just keep using our services with the updated policy and we'll assume you are happy with the way we use your data.

If you don't agree to the changes, then you can stop using our services at any time.