Privacy & Cookie Policy

This privacy and cookie policy (Policy) describes the personal data collected or generated (processed) when you use

Our Policy describes the types of personal data collected when you use our Site and how your personal data is used, shared and protected. It also explains the choices you have relating to your personal data and how you can contact us. 

Please find out Privacy Impact Assessment here:


Who is responsible for the processing of your personal data? 

The entity responsible for the processing of your personal data is XenZone; The Epworth, 25 City Road, London, EC1Y 1AA

What personal data we collect and when 

We will only ask you for certain personal data to provide you with the services that you may need or request; 

This personal data includes your: 

  • Account Data: Login and account information, including screen name, password and unique user ID 
  • Contact Data:  Contact details including name, email, telephone number and physical address 
  • Identity Data: other personal details identifying you including gender and date of birth 
  • Health Data: Data about your health, in particular your mental health including: goals; journal entries, mood data, health data, forum incidents, our counsellor’s observations, details from chat sessions, details from messaging chats and safeguarding status 
  • Preferences Data: Personal preferences including your marketing and cookie preference 

Technical Data: When interacting with our Site, data is automatically collected and shared with the XenZone technology platforms providing the experience.  For example your web browser or mobile device may share certain data as those devices interact with XenZones Sites.   More information about these practices is included in the Cookies and Pixel Tags section below.  This data includes: 

  • device IDs, call state, network access, storage information and battery information 
  • cookies, IP addresses, referrer headers, data identifying your web browser and version, and web beacons and tags 

Tools to manage what we collect 

When using our Site, we will inform you about our data collection and we will prompt you for your consent to share data where necessary. 

In many cases, your web browser or mobile device platform will provide additional tools to allow you to control when your device collects or shares particular categories of information.  For example, your mobile device or web browser may offer tools to allow you to manage cookie usage or location sharing.  We encourage you to familiarise yourself with and use the tools available on your devices.   

Why and how we use (process) your personal data 

We use the personal data we collect from you in the following ways: 

To provide the features on our Site and provide services you request 

When you use our Site, we will use your data to provide the service you have selected.  

To keep you and others safe 

Our aim is to keep the services we provide to you confidential.  

There are times though when, if we are really concerned about you and think that you are at risk or in danger either to yourself or others, we will talk to you about the need for us to contact somebody outside the service teams to know what has happened or what is happening to you. We will only do this if your life is at risk because of something you are doing or you are at risk from somebody else or you are a risk to somebody else.  

If XenZone practitioner’s counsellors believe that you are at serious risk to yourself, they may refer you to more appropriate services.  

To operate, improve and maintain our business and services 

We will use the data you provide to us to provide the services to you and to improve our business operations and processes.  For example, we may use your Technical Data to enhance your user experience and to help us diagnose technical and service problems and administer our Site. 

To protect our or others’ rights, property or safety  

We may also use data about how you use our Site to prevent or detect fraud, abuse, illegal uses and violations of our Site terms and to comply with court orders, governmental request or applicable law. 

For general research and analysis purposes 

We use Technical Data to understand customer behaviour or preferences.  For example, we may use information about how Site users search for and find services to better understand the best ways to organize and present service offerings on, Qwell or Beam 

Use (processing) of Health Data 

As discussed above, we will collect Health Data in order to provide our Site and other services to you.  Your Health Data is sensitive personal data and will be treated by us as such and it will be kept secure and only used for the purpose of providing to you the SIte and associated services including counselling.   

By opening an account you subscribe to services, which require provision of Health Data you consent to our collection and use of your health information for the provisions of those services to you. You understand that we may share your health information with third parties such as health professionals, emergency services, next of kin or friends where we believe that your life is at risk because of something you are doing or you are at risk from somebody else or you are a risk to somebody else. 

You can also request us to update or delete your Health Data by emailing us. See the “Your Rights” and “How to Contact Us” sections at the end of our Policy. 

Other purposes 

We may also use your personal data in other ways and will provide specific notice at the time of collection and obtain your consent where necessary to the use of your personal data for other purposes not already specified in our Policy. 

Sharing of your personal data 

XenZone shares your personal data as follows: 

  • Third party service providers processing data on XenZone’s behalf to facilitate the provision of the services to which you registered, for example to those who manage and service our data, carry out research and analysis, manage brand and service promotions, as well as those administering certain services and features on our behalf. However, your Health Data is not shared with any of these third parties, 
  • Other third party health care professionals, emergency services, your next of kin or friends where we believe that your life is at risk because of something you are doing or you are at risk from somebody else or you are a risk to somebody else. 
  • Other third parties to the extent necessary to: (i) comply with a government request, a court order or applicable law; (ii) prevent illegal uses of our Apps and Site or breaches of our Site’ and the Apps’ Terms and our policies; (iii) defend ourselves against third party claims; and (iv) assist in fraud prevention or investigation. 

We may also transfer personal data we have about you in the event we sell or transfer all or a portion of our business or assets (including in the event of a reorganisation, spin-off, dissolution or liquidation).  

We carry out research to improve our services working with research partners such as universities. Any data we provide to our research partners is anonymised and aggregated so your personal data is not disclosed. 

Your sharing 

There are forum’s on the site where you can share your experiences with other service users and with our team.  

As we explain on each forum, it is important that you choose a screen name which ensures that you stay anonymous on the forum. Do not use your real name or any personal information in your forum screen name. 

In posting to the forum ensure that you do not include any information which could lead to you or anyone else being identified. 

Protection and management of your personal data. 

  • Encryption & Security: We use a variety of security measures, including encryption to maintain the safety of your personal data. Your personal data is contained behind secured networks and is only accessible by a limited number of people who have special access rights to such systems for the purposes of providing, maintaining and supporting the services which we provide to you. 
  • International data transfers: The personal data we collect or generate (process) in the context of Site will be stored in the European Economic Area. 

Some of the data recipients with whom XenZone shares your personal data (excluding your Health Data) may be located in countries other than the country in which you are located and from where your personal data was originally collected.  The laws in those countries may not provide the same level of data protection compared to the country in which you are located and from which you initially provided your data.  

Nevertheless, when we transfer your personal data to recipients in other countries we will protect that information as described in our Policy and in compliance with applicable law including ensuring adequacy of the protection of personal data in accordance with the laws of the recipient country, or putting in place European Union Standard Contractual Clauses, or putting in place other contractual clauses for protection of personal data that are approved by local data protection regulators, or in reliance on recognised certification of processing of personal data to a certain standard, for example EU-US Privacy Shield. 

 Retention of your data:

We retain your personal data for as long as necessary to fulfil the purposes for which we collect it.    We may keep a copy of your personal data for so long as required to do so by law or statutory regulation.   

  • You also have the ability to request that we delete your personal data at any time.  This may result in us no longer being able to provide the services to you.  

Your Rights 

Right to request a copy of your information 

You can request a copy of your information which we hold (this is known as a subject access request). If you would like a copy of some or all of your data, please: 

  • email
  • let us know the information you want a copy of, including any account or reference numbers, if you have them

 Right to correct any mistakes in your information 

You can require us to correct any mistakes in your information which we hold free of charge. If you would like to do this, please: 

  • email
  • let us have enough information to identify you (eg account number, user name, registration details)
  • let us know the information that is incorrect and what it should be replaced with

 Right to request deletion of your data 

You can ask us to delete your data. If you would like to do this then please email Forum entries and content on the front end of the site with your anonymous username will not be deleted.  Personal Identifiable Data and information stored can be deleted.   

We may ask for proof of your identity and address (a copy of your driving licence or passport and a recent utility or credit card bill) in order to verify your identity before carrying out your requests. 

Cookies and pixel tags 

XenZone receives and records information, which may include personal data, from your browser when you use our Site. We use a variety of methods, such as cookies and other similar tracking technologies such as web beacons, action tags, local shared objects (‘flash cookies’), single-pixel GIFS and pixel tags to collect this information, which may include your ( 

  1. IP-address; 
  2. unique cookie identifier, cookie information and information on whether your device has software to access certain features;  
  3. unique device identifier and device type;  
  4. domain, browser type and language,  
  5. operating system and system settings;  
  6. country and time zone;  
  7. previously visited websites;  
  8. information about your interaction with our Site such as click behaviour, purchases and indicated preferences; and  
  9. (ix) access times and referring URLs. (A cookie is a small text file which is placed onto your computer (or other electronic device) when you use our Site.) 

Third parties may also collect information via our Site through cookies, third party plug-ins and widgets. These third parties collect data directly from your web browser and the processing of this data is subject to their own privacy policies. More information on the identity of these third parties and their privacy policies is provided below: 


Cookies, third party plug-ins and widgets 

What it does 

How to turn it off 

What happens if you turn it off 

Privacy Policy 

Google Analytics (Website) 

We use Google Analytics software to collect information about how you use 

We do this to help make sure the site is meeting the needs of its users and to help us make improvements. 

Opt out here 

We can no longer collect information on how you use the website.  


YouTube Embedded Links (Website) 

We have embedded YouTube videos into our website using YouTube’s embed code. This means YouTube may set multiple 3rd party cookies. 

Find out more about the YouTube cookies on their website. 



LinkedIn Advertising 


Ads targeting cookie for AppNexus 

Opt out here 

The opt out does not block or delete cookies: It also does not prevent the use of cookies or other technologies for purposes other than selecting ads based on your interests as inferred by your online behaviour. If you opt out, data may still be collected about your web browsing activities and you will still see advertising. 


Google AdWords 


Google AdWords is Google’s online advertising programme. Through AdWords, you can create online ads to reach people at the exact moment when they’re interested in the products and services that you offer. 

Opting out of Google AdSense 

Opting out does not stop ads altogether, it does not disable other companies personalised ads, it will opt you out across multiple platforms 


Facebook Advertising 


We use cookies if you have a Facebook account, use the Facebook Products, including our website and apps, or visit other websites and apps that use the Facebook Products (including the Like button or other Facebook Technologies).  

Opting Out  

Although you can’t opt out of seeing ads entirely, you can influence the types of ads you see by giving us feedback or hiding ads and advertisers that you don’t want to see 








We use cookies and pixel tags to track our service users usage of our Site and to understand your preferences. This enables us to provide services to you and to improve your online experience. We also use cookies and pixel tags to obtain aggregate data about site traffic and site interaction, to identify trends and obtain statistics so that we can improve our Site. There are generally three categories of cookies used on our Site: 

 Functional: These cookies are required for basic site functionality and are therefore always enabled. These include cookies that allow you to be remembered as you explore our Site within a single session or, if you request, from session to session. They assist in security issues and conforming to regulations. 

Performance: These cookies allow us to improve our Site’ functionality by tracking usage. In some cases these cookies improve the speed with which we can process your request, allow us to remember site preferences you have selected. De-selecting these cookies may result in poorly-tailored recommendations and slow site performance. 

Social media and advertising: Social media cookies offer the possibility to connect you to your social networks and share content from our Site through social media.  Advertising cookies (of third parties) collect information to help better tailor advertising to your interests, both within and beyond our Site. In some cases, these cookies involve the processing of your personal data. De-selecting these cookies may result in seeing advertising that is not as relevant to you or you not being able to link effectively with Facebook, Twitter, or other social networks and/or not allowing you to share content on social media. 

You can always change your preference by visiting the “Cookie Settings” at the bottom of each page of our Site. 

For a comprehensive and up-to-date summary of every third-party accessing your web browser (through Minds for Life Site or otherwise), we recommend installing a web browser plugin built for this purpose.   

You can also choose to have your computer warn you each time a cookie is being sent, or you can choose to turn off all cookies. You do this through your browser settings on each browser and device that you use.  

Each browser is a little different, so look at your browser Help menu to learn the correct way to modify your cookies. If you turn cookies off, you may not have access to many features that make our Apps and Site more efficient and some of our services will not function properly. 

Using with third-party products and services 

Our Site may provide links to other (third-party) websites and apps for your convenience or information. Linked sites and apps have their own privacy notices or policies, which we strongly encourage you to review.  

To the extent any linked websites or apps are not owned or controlled by us, we are not responsible for their content, any use of the websites or apps, or the privacy practices of the websites or apps. 

Changes to our Privacy Policy and Cookie Policy 

Applicable law and our practices change over time. If we decide to update our Policy, we will post the changes on our Site and, where appropriate, will be notified to you via the Site. We strongly encourage you to read our Policy and regularly check for any changes.  

Questions and feedback 

We welcome questions, comments, and concerns about our Policy and privacy practices. If you wish to provide any feedback or if you have questions or concerns, please send us an email to 

How to contact us 

You can contact us: 

  • by email, for questions relating to this Policy or our Site Terms 
  • by email, for questions or concerns relating to safeguarding 
  • by post, The Epworth, 25 City Road, London, EC1Y 1AA
  • by telephone, 0203 984 9337