Privacy notice & terms and conditions

1. Who we are

The Alcove Listens is run by Elle Nielsen, who is the data controller for the personal information described here. You can contact us about your data at hello@thealcovelistens.com. ICO registration number: [ICO REGISTRATION NUMBER].

2. What we collect

Only what we need to help you:

• Contact details: your name, email address and age.
• Messages: what you write in the live chat, enquiry form or WhatsApp.
• Wellbeing information: anything you choose to share about your health, feelings or circumstances. This is “special category” data and we treat it with extra care.
• Newsletter: your email address, if you sign up.
• Community Q&A and shared reflections: questions and reflections you choose to post, which are reviewed and appear anonymously. Reflections you don’t share are never saved or sent anywhere.
• Website data: basic technical information through essential cookies, plus analytics cookies only if you agree.

3. Why we use it and our lawful basis

• To reply to your messages, provide free chats and arrange coaching: your consent, and where you book sessions, performing our contract with you.
• Wellbeing information you share: your explicit consent, which you give by ticking the consent box before sending.
• Newsletter emails: your consent. You can unsubscribe at any time.
• Where we believe someone is at serious risk of harm: vital interests or a legal obligation.

You can withdraw consent at any time by emailing hello@thealcovelistens.com. This won’t affect anything we did before you withdrew it.

4. Where your information is stored

Our website does not keep your form or chat details. Instead they are held securely by these providers, who act on our instructions under data protection agreements:

• Enquiry form messages: sent by encrypted email to our business inbox, hosted by [EMAIL PROVIDER].
• Live chat and offline messages: stored by our chat provider, [CHAT PROVIDER].
• WhatsApp messages: handled by WhatsApp (Meta) under its own privacy policy, on our business account.
• Newsletter list: held by [NEWSLETTER PROVIDER].
• Website hosting: [HOSTING PROVIDER].

Data is stored in [the UK / the UK and EEA]. If a provider stores data outside the UK, we make sure approved safeguards are in place. Every account is protected by strong passwords and two-factor authentication, and only Elle has access.

5. Confidentiality and when we may share

What you share with The Alcove is confidential. We never sell your data or use it for advertising. We would only share information without your agreement if we believed you or someone else was at serious risk of harm, or if the law required it, and where possible we would talk to you first.

6. How long we keep it

• Enquiries and chats that don’t lead to coaching: deleted after [12 months].
• Client records: kept for [X years] after your last session, then securely deleted.
• Newsletter: until you unsubscribe.
• Community Q&A posts and shared reflections: until removed by you or us.

7. Under 18s

Our coaching services are for adults aged [18] and over. If you’re younger and get in touch, we’ll point you towards support designed for young people, such as Childline (0800 1111), and won’t keep your details longer than needed.

8. Your rights

You can ask to see, correct or delete your information, restrict or object to how we use it, or receive a copy to take elsewhere. Email hello@thealcovelistens.com and we’ll respond within one month.

If you’re unhappy with how we’ve handled your data, please tell us first so we can put it right. You can also complain to the Information Commissioner’s Office at ico.org.uk or on 0303 123 1113.

9. Cookies

We use essential cookies to make the site work. We only use analytics cookies if you agree through our cookie banner, and you can change your choice at any time.

Terms & conditions