Privacy Policy
Last updated 27 August 2026
This policy explains what Sarlo does with your personal information — including your health information, which the law treats as especially sensitive and which we handle accordingly.
It covers our website, our mobile app and the clinical care we provide. We have tried to write it in plain English. If anything is unclear, ask us and we will explain it.
Who we are
Sarlois a UK men's health clinic providing testosterone testing and, where clinically appropriate, testosterone replacement therapy. We are the “data controller” for the information described in this policy, which means we decide how and why it is used and we are responsible for looking after it.
You can reach us about anything in this policy — including a request to see, correct or delete your information — at support@sarlo.co.uk.
What we collect
Not everyone gives us all of this. What we hold depends on how far you go with us — someone who only takes the online assessment leaves far less behind than someone we treat.
Who you are
Your name, date of birth, email address, phone number, and the postcode or delivery address you give us for a kit or for medication.
Your health information
- Your answers to the online assessment — including questions about energy, mood, libido and erectile function.
- Your answers to our medical history, family history and lifestyle questionnaires — past and current conditions, medications, allergies, previous hormone use, and alcohol, smoking and recreational drug use.
- Your sex at birth, height and weight.
- Your blood test results, the reference ranges the laboratory applied, and the original PDF report the laboratory issued.
- Your prescriptions, doses and schedule, and the doses you log as having taken — including any note you add.
- Your signed consent forms, including the signature you draw on screen.
- Notes and messages about your care, and whether we have told your GP about your treatment.
Payments
Your plan, what you have paid and when, and the reference numbers that identify your payments. We never see or store your card number — card details go directly to Stripe.
How you use the site and app
The pages you visit, how you found us (for example a search or an advert), your IP address and browser, and a record of when you signed in. Where you are a patient, we also log which member of our staff opened your record and when — so that we can tell you, if you ask.
Before you have an account
If you start the online assessment we save your answers, and any name, phone number or date of birth you enter, as you go — so that you can come back and finish it. If you never finish, we still hold that partial record. You can ask us to delete it at any time, and we delete website analytics that is not linked to a person after 90 days.
Where we get it from
- From you — what you type into our forms, tell our clinicians, or send us in a message.
- From the laboratory — the results of the blood samples you send in.
- From our clinicians — the notes, prescriptions and decisions they record about your care.
- From Stripe — whether a payment succeeded or failed. Not your card details.
- From your device — automatically, as described in our Cookie Policy.
Why we use it, and our legal basis
Data protection law requires us to have a specific legal reason for everything we do with your information. Here is ours.
| What we do | Our legal basis | For health information |
|---|---|---|
| Running your account, taking payments and sending you kits | Performing our contract with you (Article 6(1)(b)) | — |
| Assessing whether treatment is right for you, prescribing, dispensing and monitoring | Performing our contract with you (Article 6(1)(b)) | Providing health care and treatment (Article 9(2)(h)), together with paragraph 2 of Schedule 1 to the Data Protection Act 2018. We do this under a duty of confidentiality. |
| Keeping medical, prescribing and financial records | Complying with a legal obligation (Article 6(1)(c)) | Providing health care and managing health care systems (Article 9(2)(h)) |
| Answering your enquiry before you become a patient | Our legitimate interest in responding to people who contact us (Article 6(1)(f)) | — |
| Keeping our site and your account secure, and preventing fraud | Our legitimate interest in protecting our patients and our business (Article 6(1)(f)) | — |
| Understanding how our website is used | Your consent (Article 6(1)(a)), given through the cookie banner and withdrawable at any time | — |
| Sending you marketing | Your consent (Article 6(1)(a)), or our legitimate interest where you are an existing customer and can opt out at any time | — |
Your health information
Information about your health is what the law calls “special category” data. It gets extra protection, and we need an extra legal condition to use it at all.
Ours is Article 9(2)(h) of the UK GDPR — the provision of health care and treatment — read with paragraph 2 of Schedule 1 to the Data Protection Act 2018. In practice that means your health information is handled by, or under the responsibility of, people who owe you a professional duty of confidentiality, in the same way your records would be at any other clinic.
Sending data outside the UK
Some of the companies listed above are based in, or store data in, the United States. Where your information leaves the UK, we rely on the safeguards the law requires — either a UK adequacy decision, or the International Data Transfer Agreement or the UK Addendum to the EU standard contractual clauses, together with any additional protections needed. The last column of the table above says which applies to each company.
You can ask us for a copy of the safeguards in place for any of them.
How long we keep it
We keep your information only as long as we need it, or as long as the law requires — whichever is longer. For medical records, the law requires considerably longer than most people expect.
| What | How long | Why |
|---|---|---|
| Medical records - blood results, prescriptions, dose logs, questionnaires and signed consent forms | 8 years from the last entry in the record | Our legal and professional duty to keep adult health records. This is why deleting your account does not erase your medical record. |
| Your account and contact details | For as long as your account is open, then kept with your medical record if you have been treated | Performance of our contract with you, and record-keeping duties. |
| Payments, invoices and blood test kit orders | 7 years from the end of the tax year they relate to | HMRC and Companies Act accounting requirements. |
| Access log — a record of which member of staff opened which patient record, and when | Kept alongside the medical record it relates to | Clinical governance and information security. We keep it so we can tell you who has accessed your record. |
| Website analytics — pages viewed and assessment progress, where not linked to a person | 90 days | Automatically deleted every day. Understanding how the site is used, on the basis of your cookie consent. |
| Enquiries and assessments that never become an account | 24 months from our last contact with you | Our legitimate interest in following up an enquiry. You can ask us to delete it sooner at any time. |
| A record that you asked not to be contacted | Kept indefinitely | We have to keep a minimal record of your opt-out in order to keep honouring it. |
When a retention period ends, we delete the information or anonymise it so that it can no longer be linked to you.
Your rights over your information
You have the following rights. They are free to use, and we will respond within one month.
- Get a copy of the information we hold about you, including your full medical record.
- Correct anything that is wrong or incomplete. If you disagree with something clinical, we will add your comment to the record even where we cannot change the original entry — that is how medical records work.
- Ask us to delete your information. See the limit on this below.
- Ask us to pause using your information while we look into a complaint about it.
- Object to us using your information where we rely on our legitimate interests — including objecting to marketing, which we will always act on immediately.
- Take your data with you in a portable format, where we hold it on the basis of your consent or our contract with you.
- Withdraw consent at any time where we asked for it — for cookies, for marketing, for telling your GP, and for treatment itself.
The one thing we cannot do is delete your medical record on request.
We are legally required to keep it for eight years from the last entry. Until then we restrict it — it is used only for the purposes that require us to keep it, such as clinical safety, regulatory inspection or a legal claim — and then we delete it. The same applies to a consent form you have already signed: withdrawing your consent is recorded alongside it, but the original signed form is the legal record of what you agreed to at the time and is never rewritten.
How to use these rights
If you have an account, the quickest route is Account & privacy — on the website under your account, or in the app under Profile. From there you can request a copy of your data, withdraw your consent to treatment or close your account. Otherwise, email support@sarlo.co.uk. We may ask you to confirm who you are before we release anything — releasing a medical record to the wrong person is not a mistake we can undo.
Deleting your account
You can close your account yourself at any time from Account & privacy. We ask you to type your email address to confirm, because it cannot be undone. Here is exactly what happens.
Straight away
- Your account is closed and you are signed out on every device.
- You will not be able to sign back in.
- Any upcoming subscription payments are stopped. Note that we do not refund the period you have already paid for — see our Terms and Conditions.
- Our team is notified so that we can complete the request and answer any questions you have.
Afterwards
- Information we hold only because you had an account — your login, your marketing preferences, your website activity — is deleted.
- Your medical record is kept for the period in the table above, restricted so it is only used where the law requires, and then deleted.
- Records of payments and orders are kept for the accounting period required by HMRC.
If you are receiving treatment, please talk to a clinician before you close your account. Stopping testosterone abruptly is not always advisable and we would rather help you do it safely.
Marketing and messages from us
Some messages we have to send you — order confirmations, appointment and test reminders, prescription updates, password resets. These are part of providing the service and you cannot opt out of them while you have an account.
Marketing is different. We only send it where you have agreed, or where you are an existing customer and it relates to something similar to what you already have. You can stop it at any time by replying to any marketing message, using an unsubscribe link, or emailing support@sarlo.co.uk. We act on it immediately and keep a minimal note of your opt-out so that we keep honouring it.
How we keep it safe
- Everything you send us travels over an encrypted connection, and is stored encrypted.
- Your laboratory reports are held in private storage that cannot be reached by a public link.
- Access is limited by role. Staff only see what their job requires.
- Every time a member of staff opens a patient record, it is logged. We can tell you who has looked at yours.
- We never store your card number. Card details go directly from your browser to Stripe.
- Passwords are stored hashed, so nobody at Sarlo can read yours.
If a breach ever puts your rights at risk, we will tell the Information Commissioner's Office within 72 hours and tell you without undue delay.
Under-18s
Our services are for adults aged 18 or over. We do not knowingly collect information about anyone under 18 — the assessment and the checkout both check your date of birth. If you believe a child has given us their information, tell us and we will delete it.
Changes to this policy
If we change how we use your information, we will update this page and change the date at the top. Where the change is significant, we will tell you directly rather than expecting you to notice.
Complaining to the ICO
Please come to us first — email support@sarlo.co.uk and we will try to put it right. But you have the right to complain to the Information Commissioner's Office at any point, and you do not have to speak to us first.
Information Commissioner's Office — ico.org.uk/make-a-complaint or 0303 123 1113.