Privacy notice
How we use personal information
Updated 4 September 2026 · Complete the launch actions below before accepting paid clients.
Who is responsible for your information
DM4L LTD, trading as Emotional Life Support, is the controller of personal information used to provide this service. DM4L LTD is registered in England and Wales under company number 13764105. Its registered office is 30 London Road, Sawbridgeworth, England, CM21 9JS.
Launch action: add the public privacy email address here before paid bookings open. Until then, privacy requests may be sent to the registered office.
Information we collect
- basic contact, identity, booking and communication details;
- contract, invoice and payment records;
- brief, factual service notes and records of agreed actions;
- information you choose to share about your relationships, family, health or wellbeing;
- safety or safeguarding information, including information about other people;
- technical information needed to keep the website secure and remember a cookie choice; and
- with permission, website usage, traffic-source and campaign-attribution information collected through HubSpot and Google Analytics.
Please do not put sensitive information in the website booking or contact forms. The service does not record sessions by default and will not ask for passwords, access to bank accounts or control of your money.
Why we use it and our lawful bases
| Purpose | Lawful basis |
|---|---|
| Responding to an enquiry and assessing whether the service is suitable | Steps requested before a contract and legitimate interests in running a safe service |
| Providing support, managing appointments and taking payment | Performance of a contract |
| Invoices, tax records and legally required disclosures | Legal obligation |
| Safety, complaints, legal claims and service quality | Legitimate interests, legal obligation or vital interests, depending on the circumstances |
| Understanding website use, traffic sources and which routes lead to enquiries and bookings | Consent for optional cookies and related analytics |
| Optional email marketing | Consent, unless a lawful customer soft opt-in is documented and offered |
Information about health, wellbeing or similar highly personal matters is special-category data. Where it is needed for this optional support service, we normally rely on your explicit consent as the additional condition. In a genuine emergency we may instead rely on vital interests where the law allows. You may withdraw consent, although information already needed for legal or safeguarding records may still be retained.
Allegations about possible offences require separate legal protection. We minimise this information and use it only when necessary for confidential support, safeguarding or legal claims. The final processing condition and policy document must be approved before the paid service opens.
Who receives information
Information may be handled by carefully selected providers of website hosting, booking, email, video calls, secure records and payments. They may use it only under appropriate contracts and instructions. We may also share the minimum necessary information with a professional you ask us to contact, our advisers or insurers, emergency services, or a safeguarding authority when justified. We do not sell personal information and do not use a client's support history for targeted advertising.
HubSpot provides the booking calendar, contact form and related CRM services. Google provides website analytics when optional cookies are allowed.
You can use the separate HubSpot booking page without accepting optional cookies on this website. Information you submit to request an appointment is used to handle your booking; it does not give us permission for optional website tracking or email marketing. You can withdraw optional website tracking through Cookie settings. If analytics is running, the website reloads to stop it.
Launch action: name the final booking, email/calendar, video, payment, messaging, record-storage and hosting providers here after their contracts and international-transfer safeguards have been checked.
International transfers
Some suppliers may process information outside the UK. Before that happens we will check that an adequacy regulation or another lawful safeguard applies, such as the UK International Data Transfer Agreement or the UK Addendum, and assess whether additional protections are needed.
How long we keep information
- unsuccessful or abandoned enquiries: normally 90 days;
- booking and routine correspondence: normally 12 months after the last contact;
- contracts, invoices and payment records: normally six years;
- minimal client, complaint and incident records: normally six years after the service ends, subject to insurer and legal advice;
- marketing records: until consent is withdrawn, with a minimal suppression record retained to respect the opt-out; and
- cookie choice records: until the choice is changed or the storage expires.
We may keep a particular record longer where a legal claim, safeguarding concern or legal duty requires it.
Your rights
Depending on the circumstances, you may ask for access, correction, deletion, restriction, portability or an objection to use of your information. You may withdraw consent at any time. You also have the right to complain to the Information Commissioner's Office. Visit ico.org.uk/make-a-complaint or call 0303 123 1113.
Safety and confidentiality
The service is private but confidentiality is not absolute. We may act where there is a credible and serious risk of harm, a safeguarding concern involving a child or adult at risk, a legal requirement, or a need to establish or defend legal rights. Where safe and lawful, we will discuss this with you first and share only what is necessary.