Held By Emma ltd customer privacy notice

This privacy notice tells you what to expect us to do with your personal information.

• Contact details

• What information we collect, use, and why

• Lawful bases and data protection rights

• Where we get personal information from

• How long we keep information

• How to complain

Contact details

Email: emma@heldbyemma.co.uk

What information we collect, use, and why

We collect or use the following information to provide and improve products and services for clients:

• Names and contact details

• Pronoun preferences

• Video recordings

• Audio recordings (eg calls)

• Records of meetings and discussions

Lawful bases and data protection rights

Under UK data protection law, we must have a “lawful basis” for collecting and using your personal information. There is a list of possible lawful bases in the UK GDPR. You can find out more about lawful bases on the ICO’s website.

Which lawful basis we rely on may affect your data protection rights which are set out in brief below. You can find out more about your data protection rights and the exemptions which may apply on the ICO’s website:

• Your right of access - You have the right to ask us for copies of your personal information. You can request other information such as details about where we get personal information from and who we share personal information with. There are some exemptions which means you may not receive all the information you ask for. Read more about the right of access.

• Your right to rectification - You have the right to ask us to correct or delete personal information you think is inaccurate or incomplete. Read more about the right to rectification.

• Your right to erasure - You have the right to ask us to delete your personal information. Read more about the right to erasure.

• Your right to restriction of processing - You have the right to ask us to limit how we can use your personal information. Read more about the right to restriction of processing.

• Your right to object to processing - You have the right to object to the processing of your personal data. Read more about the right to object to processing.

• Your right to data portability - You have the right to ask that we transfer the personal information you gave us to another organisation, or to you. Read more about the right to data portability.

• Your right to withdraw consent – When we use consent as our lawful basis you have the right to withdraw your consent at any time. Read more about the right to withdraw consent.

If you make a request, we must respond to you without undue delay and in any event within one month.

To make a data protection rights request, please contact us using the contact details at the top of this privacy notice.

Our lawful bases for the collection and use of your data

Our lawful bases for collecting or using personal information to provide and improve products and services for clients are:

• Consent - we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.

Where we get personal information from

• Directly from you

• Third-party service providers

  • We use SimplyBook.me to manage appointment bookings. We also use Stripe to process online payments. These providers act as third-party data processors and process personal data on our behalf in order to complete bookings and payment transactions. The personal data involved may include your name, contact details appointment information and payment-related data. We do not store full payment card details; these are processed securely by Stripe in accordance with their own privacy and security obligations. For more information on how SimplyBook.me and Stripe processes personal data, please refer to their privacy policies that can be found on their individual websites. 

How your data is stored

Your personal data is stored securely using third-party systems including SimplyBook.me (for bookings) and Stripe (for payments. These providers store data on secure servers and implement appropriate technical and organisational security measures such as encryption and access controls. 

We may store client notes, including birth debrief notes, securely on password-protected devices and files. These devices and files are protected using encryption to prevent unauthorised access, disclosure or alteration.

Access to personal data is strictly limited to authorised personnel. 

How long we keep information

Your information will be held for 7 years from your latest appointment with Held By Emma, to ensure information is available should future services be requested and to ensure I am working in line with professional insurance and legal requirements. Beyond this point any information will be securely deleted. 

For more information on how long we store your personal information or the criteria we use to determine this please contact us using the details provided above.

How to complain

If you have any concerns about our use of your personal data, you can make a complaint to us using the contact details at the top of this privacy notice.

If you remain unhappy with how we’ve used your data after raising a complaint with us, you can also complain to the ICO.

The ICO’s address:           

Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

Helpline number: 0303 123 1113

Website: https://www.ico.org.uk/make-a-complaint

Last updated: 18/05/2026