Privacy Policy

Last updated: [Insert date]

At Clarity Companion, we understand that the letters and documents you send us may be personal, sensitive, confusing, or upsetting. We take your privacy seriously and only use your information to provide the service you have asked for.

This Privacy Policy explains what information we collect, why we collect it, how we protect it, and what rights you have.

1. Who we are

Clarity Companion provides plain-English explanations of complicated documents, including medical letters, dental letters, vet letters, insurance letters and family support documents.

We do not provide medical, dental, veterinary, legal, financial or insurance advice. We help explain documents in clearer language so you can better understand them and ask informed questions to the relevant professional.

Business name: Clarity Companion

2. What information we collect

When you use Clarity Companion, we may collect:

• Your name

• Your email address

• The type of document you are sending

• Your message or instructions

• Any documents, images or files you upload

• Information contained inside those documents

• Any preferences you give us, such as tone, wording, accessibility needs or words you would prefer us not to use

• Payment information, where relevant

The documents you upload may include sensitive information. For example, medical letters may include information about your physical or mental health. Dental letters may include treatment details. Family support letters may include information about a child, elderly relative or vulnerable adult.

We only ask for information that is needed to provide the service.

3. Why we use your information

We use your information to:

• Read and understand the document you send us

• Create a plain-English explanation

• Create a clear summary of the key points

• Suggest neutral questions you may want to ask the relevant professional

• Create an attached audio version where included

• Contact you about your order

• Send your completed explanation back to you

• Keep basic business records

• Improve our service and customer experience

• Meet legal, tax or regulatory obligations

We do not use your documents to make medical, dental, veterinary, legal, financial or insurance decisions about you.

4. Sensitive information

Some documents may include sensitive personal information, including health information. Under UK data protection law, health information is treated as special category data and requires extra protection.

We only process sensitive information when you choose to send it to us and give us permission to use it for the purpose of creating your plain-English explanation.

You should only upload documents that you are entitled to share with us. If you send us a document about someone else, such as a child, parent, partner, pet owner or vulnerable adult, you are responsible for making sure you have the right permission to do so.

5. How our service works

When you send us a document, we review it and create a clearer explanation. This may include:

• A plain-English summary

• A breakdown of important terms

• Key dates, actions or follow-up points

• Questions you may want to ask

• An attached audio file explaining the document in spoken form

The audio file is designed to make the explanation easier to understand, especially for people who prefer listening rather than reading.

6. Use of trusted service providers

To provide the service, we may use trusted third-party tools and providers. These may include:

• Website and form providers

• Email providers

• File storage providers

• Payment processors

• AI-assisted drafting tools

• Audio generation tools

• Automation tools used to help process requests securely and efficiently

These providers only receive the information needed to help us deliver the service.

Where we use third-party providers, we aim to choose services that have appropriate privacy and security standards.

7. AI-assisted processing

Clarity Companion may use AI-assisted tools to help turn complicated wording into clearer language.

All final content should be reviewed before being sent to you. AI tools are used to support the explanation process, but Clarity Companion does not use them to diagnose, advise, approve claims, reject claims or make decisions about you.

You should always speak to the relevant professional if you need advice about your situation.

8. Audio files

If your service includes an audio version, we may create an audio file from the plain-English explanation.

This audio file may include information from your document, so it should be treated as private. We recommend that you do not forward it to anyone unless you are happy for them to hear the contents.

9. How long we keep your information

We only keep your information for as long as necessary.

Our usual retention period is:

• Uploaded documents: up to 30 days after completion

• Completed explanation letters: up to 30 days after completion

• Audio files: up to 30 days after completion

• Basic order and payment records: kept for as long as legally required for accounting, tax or business purposes

You can ask us to delete your uploaded documents and completed explanation sooner, unless we are legally required to keep certain records.

10. How we protect your information

We take reasonable steps to protect your information, including:

• Limiting access to your documents

• Using secure systems where possible

• Avoiding unnecessary printing

• Deleting documents when they are no longer needed

• Only sharing information with providers needed to complete the service

• Treating sensitive documents with extra care

No online system can be guaranteed to be completely secure, but we work to reduce risks and handle your information responsibly.

11. Sharing your information

We do not sell your personal information.

We may share your information only where necessary, such as with:

• Service providers helping us deliver the service

• Payment processors

• Email or file storage providers

• Professional advisers, if needed

• Legal or regulatory authorities, if required by law

We do not share your documents with doctors, dentists, vets, insurers, family members or other third parties unless you ask us to or unless we are legally required to do so.

12. International processing

Some of the tools or service providers we use may process information outside the UK.

Where this happens, we aim to use providers that apply appropriate safeguards to protect personal information.

13. Children and vulnerable people

Some family, medical or care documents may relate to children or vulnerable adults.

If you send us a document about someone else, you confirm that you have the right to share that information with us.

We will handle these documents with particular care.

14. Your rights

Depending on the circumstances, you may have the right to:

• Ask for a copy of the personal information we hold about you

• Ask us to correct inaccurate information

• Ask us to delete information

• Ask us to restrict how we use your information

• Object to certain uses of your information

• Withdraw consent where we rely on consent

• Complain if you are unhappy with how your information is handled

The ICO says privacy notices should explain people’s rights and how they can complain.

To make a request, contact us at:

[Insert contact email]

15. Complaints

If you are unhappy with how we handle your information, please contact us first so we can try to resolve the issue.

You also have the right to complain to the Information Commissioner’s Office, which is the UK regulator for data protection.

16. Cookies and website tracking

Our website may use cookies or similar technologies to:

• Make the website work properly

• Understand how visitors use the site

• Improve pages and services

• Support forms, payments or security features

Where required, we will ask for your permission before using non-essential cookies.

17. Payments

If you make a payment, your payment details may be processed by a secure third-party payment provider.

We do not store your full card details.

18. What we do not do

Clarity Companion does not:

• Sell your personal information

• Use your documents for advertising

• Publish your documents

• Give medical, dental, veterinary, legal, financial or insurance advice

• Make decisions about your treatment, claim, care plan or policy

• Contact professionals on your behalf unless agreed separately

19. Changes to this Privacy Policy

We may update this Privacy Policy from time to time.

The latest version will always be available on our website. The date at the top of this page will show when it was last updated.

20. Contact us

For questions about this Privacy Policy or how your information is used, contact:

Clarity Companion