Privacy Policy

Who we are

Unspool is a trading name of NMA Counselling Limited ("we", "us"), a company registered in England and Wales under company number 15579538, registered office 17 Groom House, Grover Close, Hemel Hempstead, HP2 5FZ. NMA Counselling Limited is the data controller for the personal information described below. Contact: support@unspool.co.uk.

What we collect

• Intake form: name, email, the behaviours you're seeking help with, how they're affecting you, your goals, session preferences, and anything you choose to share in your own words.
• Account data: for registered clients and therapists (login details, profile information).
• Payment data: processed directly by Stripe. We do not store your card details.
• Technical data: standard website analytics (pages visited, browser type) if analytics tools are enabled.

Alcohol self-assessment

Your answers and score are calculated on your device and are not sent to us. When you view a completed result, we save a random reference for that attempt and the completion time so we can count completed assessments. This record contains no answers, score, risk band, name, email address, account identifier or IP address. We do not send assessment results or completion events to advertising platforms. Standard website traffic logs are separate from these completion records.

Special category data

Information about your health, mental health, or addiction is “special category data” under UK GDPR. We only collect it with your explicit consent, given when you submit the intake form. You can withdraw consent at any time by contacting us, though this may mean we can no longer match you with a therapist.

Session reminders and optional ratings

When your therapist confirms that a session took place, we record its completion and schedule a next-day email with your client portal link and an optional invitation to rate the session from 1 to 5 stars. We record email delivery attempts to prevent duplicate reminders. Rating is not required to book again.

If you submit a rating, we save the number, its session reference, your account reference and the submission time. We do not collect written session details through this form. Only you and authorised Unspool admins can see your rating. It is not a public review, is not automatically shared with your therapist, and is never sent to advertising platforms. We use it to monitor service quality under our legitimate interests. Ratings follow the account-data retention period below; you can ask us to delete your rating by contacting support@unspool.co.uk.

How we use your information

• To match you with 2-3 suitable therapists.
• To share your intake summary with the therapist(s) you're matched with, so your first session can start productively.
• To manage bookings, payments, and communications between you and your therapist.
• To improve our service (aggregated, non-identifying analysis only).

Who we share it with

• The therapist(s) you are matched with.
• Service providers who process data on our behalf: Stripe (payments), Resend (email delivery), Supabase (database hosting, EU-based). We have data processing agreements with each.
• We do not sell your data or share it for marketing purposes.

How long we keep it

We retain intake and account data for as long as your account is active, and for up to 6 years afterward where needed for legal, accounting, or safeguarding reasons, after which it is deleted or anonymised.

Your rights

Under UK GDPR you have the right to access, correct, delete, or export your data, and to object to or restrict certain processing. Contact support@unspool.co.uk to exercise these rights. If unresolved, you can complain to the Information Commissioner's Office (ico.org.uk).

International transfers

Our service providers may process data outside the UK; where they do, we ensure appropriate safeguards (e.g. UK-approved Standard Contractual Clauses) are in place.

Changes

We'll update this policy as the service evolves and post the date of the latest revision here.