This Privacy Policy explains how Relo ("Relo", "we", "us") collects, uses, and protects personal data when you use our website, booking tools, messaging, marketplace, and related services (together, the "Platform"). Relo acts as the data controller for the personal data described below, and is registered with the UK Information Commissioner's Office (ICO) under registration number [ICO registration number].
What we collect
We collect and process the following categories of data:
- Account & identity data — name, email address, phone number, and password (stored as a salted hash, never in plain text).
- Booking & transaction data— sessions booked, cancellations, session prices, and commission — but not full card numbers. Card details are entered directly into Relo Pay's hosted checkout and never touch Relo's own servers.
- Verification data (Pros only) — identity documents, professional certifications, and insurance documents submitted during onboarding, used solely to verify eligibility to list on the Platform.
- Messages & session content — messages exchanged between clients and Pros, and any files shared in them. Where you use the Relo AI assistant, your prompts and the booking/ledger context needed to answer them are sent to our AI provider to generate a response.
- Health-adjacent information — if you voluntarily share details about injuries, medical history, or physical limitations with a Pro (for example in an intake form or message), this is treated as special category data under UK GDPR. We only process it on the basis of your explicit consent, and access is limited to the Pro you shared it with.
- Device & usage data — approximate location (for search relevance), browser/device type, and pages visited, collected via cookies and similar technologies — see our Cookie Policy.
- Live session data — Relo Live video calls are routed through our video infrastructure provider in real time; we do not record sessions by default.
Why we process it, and on what basis
- Performance of a contract — to create your account, process a booking or purchase, take payment, and deliver messaging and live session tools.
- Legal obligation— to keep financial records (typically 6 years under UK tax law), respond to lawful requests from authorities, and meet our Trust & Safety obligations to verify Pro credentials and insurance.
- Legitimate interests — to keep the Platform secure, prevent fraud, improve search and recommendations, and understand aggregate usage — always balanced against your right to privacy.
- Consent — for optional analytics cookies, marketing communications, and sharing health-adjacent information with a Pro. You can withdraw consent at any time.
Who we share it with
We do not sell personal data. We share the minimum data necessary with the following categories of service provider so the Platform can function, each bound by a data processing agreement:
- Relo Pay — payment processing and Pro payouts.
- Email delivery — booking confirmations, receipts and sign-in links.
- Encrypted file storage — verification documents and digital products.
- Database hosting — where your account and booking data is stored.
- Video infrastructure — real-time technology for Relo Live sessions.
- AI processing — the prompts you send to the Relo AI assistant are processed by a third-party AI provider.
Some of these providers may process data outside the UK/EEA; where that happens, we rely on Standard Contractual Clauses or an equivalent adequacy mechanism. We may also disclose data where required by law, or to protect the rights, safety, or property of Relo, our users, or the public.
How long we keep it
Account data is retained for as long as your account is active. After deletion, we retain a minimal record of transactions for as long as UK tax and accounting law requires (typically 6 years), and Pro verification records for as long as required to demonstrate historical compliance with our Trust & Safety obligations. Messages are retained until either party deletes the conversation or the account is closed, except where retention is needed to resolve an active dispute.
Your rights
Under UK GDPR, you have the right to access, correct, or delete your personal data, restrict or object to certain processing, receive your data in a portable format, and withdraw consent at any time. Most of this is available directly from your account settings; for anything else, contact us at privacy@relo.co.uk. If you're not satisfied with our response, you have the right to complain to the ICO at ico.org.uk.
Children
The Platform is intended for users aged 18 and over. We do not knowingly collect personal data from children, and Pro-led sessions involving minors must be booked and supervised by a parent or guardian's account.
Changes to this policy
We'll update the date at the top of this page whenever this policy changes, and post a notice on the Platform for material changes.
This page describes how Relo actually handles data today. It has not yet been reviewed by a qualified data protection solicitor and should not be treated as final legal advice — that review is a required step before launch, particularly around the special-category health data described above.