Privacy Policy

This policy explains how booki Health Ltd ("booki", "we", "us") handles personal data. booki is a practice-management service for health and wellbeing practitioners, registered in England and Wales. If you have any questions, contact us at admin@booki.health.

1. Our two roles (important)

booki acts in two different capacities depending on whose data is involved:

• Your account & billing data — booki is the controller. When you (a practitioner) sign up, we decide how your account, subscription and billing information is handled. This policy governs that data.
• Your clients' data — booki is the processor. The client records, appointments, clinical notes, invoices and messages you store in booki belong to your practice. You are the data controller for that information; booki only processes it on your instructions to provide the service. How that works is set out in our Data Processing Agreement, and your own privacy notice to your clients should cover it.

2. Data we process as controller (practitioners)

• Account: name, business name, email, phone, username, password (hashed), professional registrations you choose to add.
• Billing: subscription status, plan, referral/discount details, and payment records. Card details are handled by Stripe — booki never stores full card numbers.
• Usage & technical: log data, device/browser information and basic analytics needed to run and secure the service.
• Communications: messages you send us (e.g. support, feature requests).

3. Why we use it, and our lawful bases

• To provide the service (contract) — running your account, scheduling, billing.
• To take payment (contract) — via Stripe.
• To secure and improve the service (legitimate interests) — fraud prevention, debugging, product improvement.
• To meet legal obligations (legal obligation) — e.g. tax and accounting records.
• To send service messages (contract/legitimate interests) — important notices about your account, trial and billing.

We do not sell your personal data, and we don't use it for third-party advertising.

4. Special category (health) data

Your clients' clinical records are special-category health data. booki processes this only as your processor, on your instructions — we don't use it for our own purposes. It is stored encrypted at rest in the EU (see Security). Establishing the lawful basis and any explicit consent for processing your clients' health data is your responsibility as the controller; booki provides the tools and security to support you.

5. Sub-processors

We use a small number of trusted providers to run booki. Each is bound by a data-processing agreement and processes data only as needed to deliver their part of the service:

• Supabase — database & file storage (hosted in the EU, London region).
• Vercel — application hosting and content delivery.
• Amazon Web Services (SES) — transactional email (London region).
• Twilio — SMS messaging (optional add-on).
• Stripe — payment processing and subscription billing.
• Anthropic — AI-assisted features (e.g. import mapping, price-list scanning, the help assistant). Only the minimum data needed for the feature is sent, and Anthropic does not train on it.

The current list is maintained in our Data Processing Agreement. We'll give notice of changes to sub-processors as described there.

6. International transfers

We keep practice data in the EU (UK/London) where we can. Some providers (for example Stripe and Anthropic) may process limited data outside the UK/EEA. Where that happens, the transfer is covered by an appropriate safeguard — such as the UK's International Data Transfer Agreement / Addendum or the EU Standard Contractual Clauses — together with the provider's own data-protection commitments.

7. How long we keep data

We keep your account and practice data while your account is active. If your subscription ends or a trial lapses, your account becomes read-only so you can still view and export everything, and we remind you before anything changes. You can ask us to delete your practice data at any point and we will action it. If you would rather keep long-term access, our storage plan keeps your account read-only and exportable indefinitely.

We are rolling out automatic deletion of practice data at the end of the read-only window. Until that is live, lapsed practice data is retained rather than deleted, and removed on request — we would rather hold your records than destroy something you are legally required to keep.

We retain limited billing and account records afterwards where the law requires it (for example, tax records for up to six years). You remain responsible for retaining your own clinical and business records for any period your profession or the law requires — booki provides export tools for this.

8. Your rights

Depending on your relationship with us, you have rights to access, correct, delete, restrict or object to the processing of your personal data, and to data portability. For your account data, contact us at admin@booki.health. If you are a client of a practice that uses booki, please contact that practice (the controller) — we'll assist them in responding. You can also complain to the UK Information Commissioner's Office (ICO) at ico.org.uk.

9. Security

We use industry-standard measures to protect personal data, including encryption in transit (HTTPS/TLS) and at rest, row-level access controls scoping each practice's data, hashed passwords, restricted access to production systems, and EU data residency for the primary database. No system is perfectly secure, but we work hard to protect your data and to respond quickly if something goes wrong. Our technical and organisational measures are detailed in the Data Processing Agreement.

10. Cookies

booki uses only essential cookies needed to run the service — primarily to keep you (and your clients) securely signed in. We don't use advertising or third-party tracking cookies, so no cookie consent banner is required for these strictly-necessary cookies.

11. Changes to this policy

We may update this policy from time to time. We'll post the updated version here and, for material changes, give reasonable notice.

12. Contact

booki Health Ltd — admin@booki.health.