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Privacy policy

Welcome to the pelvicrelief.co.uk website privacy policy. Last updated: 8th September 2026.

Pelvic Relief is the trading name of Elgenia Health Ltd, a company registered in England and Wales under Company Number 09833237 and whose Registered Address is at Upper Brockington, Bredenbury, Bromyard, Herefordshire HR7 4TH, VAT Number 227118426. ©Elgenia Health Ltd, 2026. Pelvic Relief® is a registered trade mark of Elgenia Health Ltd.

1. INTRODUCTION

1.1 We are committed to safeguarding the privacy of our website visitors. In this policy we explain how we will treat your personal information.

1.2 When you first visit our website we will ask for your consent to our use of cookies. Cookies that are strictly necessary for the website to function are set without consent. Analytics and marketing cookies are set only where you have given consent through our cookie banner, and you can change your preferences at any time using the cookie settings link in the footer of our website. Section 13 explains the cookies we use.

1.3 Please note that the processing of data within our Testing Service is governed by a separate privacy policy, available here: Vaginal Microbiome Testing Service (Privacy Policy).

2. WHO WE ARE AND HOW TO CONTACT US

2.1 This website is owned and operated by Elgenia Health Ltd, trading as Pelvic Relief. We are the data controller for the personal information described in this policy, which means we are responsible for deciding how it is held and used.

2.2 You can contact us about anything in this policy, including to exercise any of the rights set out in Section 10, by email at hello@pelvicrelief.co.uk, by using the contact form on our website, or by writing to us at the address given in Section 14.

2.3 This policy applies to our website at www.pelvicrelief.co.uk and its microsites. Our Vaginal Microbiome Testing Service and our affiliate programme are covered by separate privacy policies, which are linked in Section 3 and Section 11 respectively.

3. COLLECTING PERSONAL INFORMATION

3.1 We may collect, store and use the following kinds of personal information:

  • information about your computer and about your visits to and use of this website, including your IP address, geographical location, browser type and version, operating system, referral source, length of visit, page views and website navigation paths. This information is used to understand how our website is used so that we can improve it. Where it is combined with other information we hold, it may identify you;
  • information that you provide to us for the purpose of subscribing to our email notifications or newsletters, including your name and email address. You may unsubscribe at any time using the link at the bottom of any message, or by contacting us;
  • information relating to any purchases you make of our goods, or any other transactions that you enter into through our website, including your name, address, telephone number and email address. We keep this information in order to fulfil your order, to meet our accounting and tax obligations, and to enable us to contact you in the event of a product safety notice or recall. The periods for which we keep it are set out in Section 7;
  • any product review or other content that you submit for publication on our website, including the name or display name you choose to use;
  • information contained in or relating to any communication that you send to us or send through our website, including the content of the communication and the metadata associated with it;
  • any other personal information that you choose to send to us.

3.2 This policy does not cover the personal information we process as part of our Vaginal Microbiome Testing Service, including any health information you provide in connection with it. That is dealt with separately in the Vaginal Microbiome Testing Service Privacy Policy.

3.3 Before you disclose to us the personal information of another person, you must obtain that person's consent to both the disclosure and the processing of that personal information in accordance with this policy.

4. USING PERSONAL INFORMATION

4.1 Personal information submitted to us through our website will be used for the purposes specified in this policy or on the relevant pages of the website.

4.2 We may use your personal information to:

  • administer our website and business;
  • enable your use of the services available on our website;
  • send you goods purchased through our website;
  • supply to you services purchased through our website;
  • send statements, invoices and payment reminders to you, and collect payments from you;
  • send you non-marketing commercial communications, such as order confirmations and dispatch notifications;
  • send you email notifications that you have specifically requested;
  • send you our email newsletter, if you have requested it (you can inform us at any time if you no longer require the newsletter);
  • send you marketing communications relating to our business;
  • send you an email after your purchase inviting you to leave a product review;
  • publish product reviews that you submit;
  • analyse how our website is used so that we can improve it;
  • deal with enquiries and complaints made by or about you relating to our website;
  • keep our website secure and prevent fraud;
  • comply with our obligations under UK Medical Devices Regulations 2002 (as amended) in relation to product traceability, safety reporting and recall;
  • comply with our obligations under UK taxation and accounting law;
  • verify compliance with the terms and conditions governing the use of our website.

4.3 Our lawful bases for using your personal information are as follows. Where we process your information to fulfil your order, take payment, supply services and deal with related queries, we rely on the performance of our contract with you. Where we retain purchase records for product traceability and recall, and for tax and accounting purposes, we rely on compliance with our legal obligations. Where we send you marketing communications, publish a review you have submitted, or set non-essential cookies, we rely on your consent, which you can withdraw at any time. Where we analyse website use, keep our website secure, prevent fraud, invite you to review a product you have bought, and protect our legal position, we rely on our legitimate interests in operating and improving our business, having considered the effect on your rights.

4.4 If you submit a product review or other content for publication on our website, we will publish your review together with the name or display name you provide. Please do not include any information in a review that you would not want to appear publicly, including health information or anything that could identify you or another person. You can ask us to remove a review you have submitted at any time by contacting us.

4.5 We will not, without your express consent, supply your personal information to any third party for the purpose of their or any other third party's direct marketing.

4.6 Our website financial transactions are handled by our payment services provider, Shopify Payments. You can review Shopify's privacy policy at www.shopify.com/legal/privacy. Where you choose to pay using PayPal, your payment is handled by PayPal and you can review their privacy policy at www.paypal.com. We will share information with our payment services providers only to the extent necessary for the purposes of processing payments you make via our website, refunding such payments, and dealing with complaints and queries relating to such payments and refunds.

5. DISCLOSING PERSONAL INFORMATION

5.1 We may disclose your personal information to our employees, officers, insurers, professional advisers, agents, suppliers or subcontractors insofar as reasonably necessary for the purposes set out in this policy. They may only access your personal information as needed to perform their function, and are required to process it in accordance with our instructions and this policy.

5.2 The service providers we use, and the purposes for which they process personal information on our behalf, are as follows.

Shopify, which provides our ecommerce platform and processes payments.

Klaviyo, which provides our email marketing platform and our product review service. This includes your email address, your marketing preferences, information about your activity on our website, and any product review you submit including the name you choose to display.

Google, which provides website analytics and advertising services.

Meta, which provides advertising services in connection with Facebook and Instagram.

Microsoft, which provides website analytics through Microsoft Clarity.

UpPromote, which operates our affiliate programme and records which affiliate referred an order.

Tidal Fulfilment Ltd, which picks, packs and dispatches your order.

Our accountants and payroll providers, in connection with our accounting and tax obligations.

5.3 We may disclose your personal information:

  • to the extent that we are required to do so by law;
  • in connection with any ongoing or prospective legal proceedings;
  • in order to establish, exercise or defend our legal rights, including providing information to others for the purposes of fraud prevention and reducing credit risk;
  • to the purchaser, or prospective purchaser, of any business or asset that we are selling or contemplating selling; and
  • to any person who we reasonably believe may apply to a court or other competent authority for disclosure of that personal information where, in our reasonable opinion, such court or authority would be reasonably likely to order disclosure.

5.4 Except as provided in this policy, we will not provide your personal information to third parties.

6. INTERNATIONAL DATA TRANSFERS

6.1 Some of the service providers we use are based outside the United Kingdom, or store and process information outside the United Kingdom. This means your personal information may be transferred to, and processed in, countries other than the UK.

6.2 The countries to which your personal information may be transferred include the United States of America, where several of our technology providers are based, Norway, in connection with the laboratory analysis of samples submitted to our testing service, and the Philippines, where a member of our team works.

6.3 Where we transfer personal information outside the United Kingdom, we make sure appropriate safeguards are in place to protect it. Depending on the country and the provider, this may be because the UK Government has decided that the country provides an adequate level of protection, or because we have entered into the UK International Data Transfer Agreement, or the UK Addendum to the European Commission's Standard Contractual Clauses, with the provider.

6.4 Product reviews and other content you submit for publication on our website may be visible, via the internet, around the world. We cannot prevent the use or misuse of such information by others.

7. RETAINING PERSONAL INFORMATION

7.1 This Section 7 sets out our data retention policies and procedures, which are designed to help ensure that we comply with our legal obligations in relation to the retention and deletion of personal information.

7.2 Personal information that we process for any purpose or purposes shall not be kept for longer than is necessary for that purpose or those purposes.

7.3 We retain personal information for the following periods.

Order and transaction records are kept for seven years from the end of the financial year in which the order was placed, in order to meet our accounting and tax obligations.

Records of purchases of regulated medical devices, including dilators and lubricants, are kept for ten years from the date of supply, so that we are able to contact you in the event of a product safety notice or recall, as required under UK Medical Devices Regulations 2002 (as amended).

Marketing contact details and consent records are kept for as long as you remain subscribed, and for two years after you unsubscribe or last engaged with us, so that we can demonstrate that we handled your preferences correctly.

Product reviews are kept for as long as they remain published on our website, and are deleted on request.

Enquiries and customer service correspondence are kept for two years from the date the matter is closed.

Website analytics information is kept in line with the retention settings of the platforms described in Section 13. Session recordings collected through Microsoft Clarity are retained for 30 days.

7.4 Notwithstanding the other provisions of this Section 7, we will retain documents, including electronic documents, containing personal data:

  • to the extent that we are required to do so by law;
  • if we believe that the documents may be relevant to any ongoing or prospective legal proceedings; and
  • in order to establish, exercise or defend our legal rights, including providing information to others for the purposes of fraud prevention and reducing credit risk.

8. SECURITY OF PERSONAL INFORMATION

8.1 We will take reasonable technical and organisational precautions to prevent the loss, misuse or alteration of your personal information.

8.2 The personal information you provide is stored on secure servers operated by our service providers, protected by access controls and firewalls.

8.3 All electronic financial transactions entered into through our website will be protected by encryption technology.

8.4 You acknowledge that the transmission of information over the internet is inherently insecure, and we cannot guarantee the security of data sent over the internet.

8.5 If you hold an account with us, you are responsible for keeping your login details confidential. We will never ask you for your password or for a login code sent to you by email.

9. AMENDMENTS

9.1 We may update this policy from time to time by publishing a new version on our website. The date on which it was last updated is shown at the top of this page.

9.2 You should check this page occasionally to ensure you are happy with any changes to this policy.

9.3 Where we make a material change to this policy, we will notify you by email if we hold your email address.

10. YOUR RIGHTS

10.1 Under data protection law you have the following rights in relation to the personal information we hold about you.

The right to be informed about how we collect and use your personal information, which is the purpose of this policy.

The right of access, meaning you can ask us for a copy of the personal information we hold about you.

The right to rectification, meaning you can ask us to correct personal information that is inaccurate, or complete information that is incomplete.

The right to erasure, meaning you can ask us to delete your personal information where there is no continuing reason for us to hold it. This right does not apply where we are required to retain the information by law, including for tax purposes or for product traceability and recall under medical device regulations.

The right to restrict processing, meaning you can ask us to limit how we use your personal information in certain circumstances.

The right to object to processing, including the right to object at any time to our use of your personal information for direct marketing.

The right to data portability, meaning you can ask us to provide the personal information you have given us in a structured, commonly used and machine readable format, or to transfer it to another organisation.

The right to withdraw consent at any time where we rely on your consent to process your personal information, including consent to receive marketing communications and consent to non-essential cookies.

10.2 To exercise any of these rights, please contact us by email at hello@pelvicrelief.co.uk. We may ask you to provide reasonable proof of your identity before we act on your request, in order to protect your information.

10.3 We will respond to your request within one month. If your request is complex, or if you have made a number of requests, we may extend this by up to two further months and will let you know if we need to do so.

10.4 There is no charge for exercising these rights. We may charge a reasonable fee, or refuse to act, if a request is manifestly unfounded or excessive.

10.5 We may withhold personal information that you request to the extent permitted by law.

10.6 You may instruct us at any time not to process your personal information for marketing purposes. You can also unsubscribe from our marketing emails using the link at the bottom of any message.

10.7 If you are unhappy with how we have handled your personal information, please contact us first so that we have the opportunity to put it right. You also have the right to complain to the Information Commissioner's Office, the UK supervisory authority for data protection. You can contact them at ico.org.uk or on 0303 123 1113.

11. THIRD PARTY WEBSITES

11.1 Our website includes hyperlinks to, and details of, third party websites.

11.2 We have no control over, and are not responsible for, the privacy policies and practices of third parties.

11.3 We operate an affiliate programme in which participants refer customers to us using a tracking link. Where you arrive at our website through an affiliate link, a cookie is placed so that any resulting order can be attributed to that affiliate. The programme is operated on the UpPromote platform. Personal information relating to affiliates themselves is covered by our separate Affiliate Programme Privacy Policy.

12. UPDATING INFORMATION

12.1 Please let us know if the personal information that we hold about you needs to be corrected or updated.

13. COOKIES

13.1 Our website uses cookies.

13.2 A cookie is a file containing an identifier (a string of letters and numbers) that is sent by a web server to a web browser and is stored by the browser. The identifier is then sent back to the server each time the browser requests a page from the server.

13.3 Cookies may be either "persistent" cookies or "session" cookies: a persistent cookie will be stored by a web browser and will remain valid until its set expiry date, unless deleted by the user before the expiry date; a session cookie, on the other hand, will expire at the end of the user session, when the web browser is closed.

13.4 Cookies do not typically contain any information that personally identifies a user, but personal information that we store about you may be linked to the information stored in and obtained from cookies.

13.5 We use both session and persistent cookies on our website.

13.6 The names of the cookies that we use on our website, and the purposes for which they are used, are set out below.

Strictly necessary cookies. These are required for the website to function and cannot be switched off. _shopify_essential maintains your session and keeps the site secure. cart, cart_currency and localization remember the contents of your basket, your selected currency and your region. shopify_client_id identifies your browser session to our ecommerce platform. _shopify_analytics and _shopify_marketing record your cookie preferences so that we apply them consistently across the site.

Analytics cookies. These help us understand how visitors use the website so that we can improve it. _shopify_s and _shopify_y are set by Shopify to measure visits and page views. _ga and the associated ga cookies are set by Google Analytics to distinguish users and measure how the site is used. _clck and _clsk are set by Microsoft Clarity and are used to understand how visitors interact with our pages.

Marketing cookies. These are used to measure the effectiveness of our advertising and to show you relevant advertising on other platforms. _fbp and _fbc are set by Meta and relate to advertising on Facebook and Instagram. _gcl_au is set by Google and relates to Google advertising. _up_clid is set by our affiliate platform, UpPromote, to attribute a purchase to the affiliate whose link you arrived through. __kla_id is set by Klaviyo, our email platform, and is used to link website activity to a subscriber where you have signed up to hear from us.

Cookies in the analytics and marketing categories are only set where you have given consent through our cookie banner. You can change your preferences at any time using the cookie settings link in the footer of our website.

13.7 Most browsers allow you to refuse or delete cookies through their settings. Instructions vary between browsers, and you can find guidance in your browser's help pages or at allaboutcookies.org.

13.8 Blocking or deleting cookies will have a negative impact on the usability of many websites, and if you block cookies you may not be able to use all the features on our website.

14. OUR DETAILS

14.1 This website is owned and operated by Elgenia Health Ltd, trading as Pelvic Relief.

14.2 We are registered in England and Wales under company registration number 09833237, and our registered office is at Upper Brockington, Bredenbury, Bromyard, Herefordshire HR7 4TH.

14.3 Our principal place of business is at Upper Brockington, Bredenbury, Bromyard, Herefordshire HR7 4TH.

14.4 You can contact us by writing to the address given above, by using the contact form on our website, or by email at hello@pelvicrelief.co.uk.

14.5 We are registered with the Information Commissioner's Office under registration number 00012086866.

14.6 Our logistics and postage are carried out on our behalf by Tidal Fulfilment Ltd. We share with them only the information necessary to pick, pack and dispatch your order, including your name, delivery address and contact details. They are required to handle that information in accordance with our instructions and this policy.

Pelvic Relief is the trading name of Elgenia Health Ltd, a company registered in England and Wales under Company Number 09833237 and whose Registered Address is at Upper Brockington, Bredenbury, Bromyard, Herefordshire HR7 4TH, VAT Number 227118426. ©Elgenia Health Ltd, 2026. Pelvic Relief® is a registered trade mark of Elgenia Health Ltd.