GDPR Information

This page is a summary to help you find your way around. Our Privacy Policy gives the full details, and it applies if anything here appears to differ from it.

Karken MyMeds provides prescription collection and delivery logistics and non-clinical services. We do not prescribe, dispense or administer medicines, provide clinical monitoring or give clinical advice.

Karken MyMeds is a service of Karken Healthcare Ltd, a company registered in England and Wales (company number 17112427), with its registered office at Hardwick House, No. 2 Agricultural Hall Plain, Norwich, Norfolk, NR1 3FS, United Kingdom. Karken Healthcare Ltd is registered with the Information Commissioner's Office (ICO) under registration number ZC113605.

Whether we act as a “controller” or a “processor” depends on the service:

• We are usually the controller for private individuals who arrange deliveries with us directly, our customer and account administration, billing, security, and enquiries and complaints.
• We may act as a processor when we collect and deliver for a pharmacy, care provider, housing organisation or other business customer on its documented instructions. That organisation is then the controller for its patients, residents or clients, and you may wish to contact it first.

The arrangement for each business customer, including care homes and supported-living providers, is set out in our agreement with it, and that agreement determines our respective responsibilities. Section 7 of our Privacy Policy explains this in more detail.

The information we hold depends on how you use Karken MyMeds. We collect only what we need for each purpose.

Information held about drivers and staff as part of their employment or engagement with Karken (for example pay or right-to-work records) is outside this page. Please ask us if you need information about it.

Medication names, dosages and similar details held for our patient and refill services may be health information, which is special-category personal data and needs extra protection under UK data-protection law.

• Most collections and deliveries need only a name, address and delivery details, not medication information.
• Our collection request form asks you not to include clinical or medication details in delivery instructions.
• Drivers never see medication or clinical information.
• We process health information only where UK data-protection law allows it, as explained in section 6 of our Privacy Policy.

Please do not include unnecessary medical or clinical information in delivery instructions, support messages or public forms.

We use personal information to:

• arrange and carry out collections and deliveries, and record their status;
• check postcodes entered in our forms (the postcode check is advisory only);
• confirm requests, prices and bookings, and contact you or a recipient when needed;
• register, approve and manage pharmacy and other customer accounts;
• provide the patient portal, including refill requests;
• take payments, issue invoices and keep accounts;
• keep the service secure, prevent misuse and keep records of certain actions;
• answer enquiries, handle complaints and meet our legal obligations.

The lawful bases we rely on, such as contract, legitimate interests and legal obligation, are set out for each purpose in section 5 of our Privacy Policy. Where we rely on legitimate interests, you can object (see section 9 below).

We use service providers to run Karken MyMeds:

• Supabase for our database and account sign-in;
• Vercel to host our website and portals;
• Resend to send service emails;
• Stripe to process card payments;
• Google Maps, which our drivers may use to navigate to a delivery address.

When you check a postcode, our server sends only the postcode to Postcodes.io, a free public postcode service. Where necessary, we also share information with pharmacies, our delivery personnel, the organisation that arranged a delivery, authorised representatives, professional advisers, insurers, and regulators or authorities where the law requires it.

We do not sell personal information. Section 8 of our Privacy Policy has more detail, and section 9 covers international transfers.

We use technical and organisational measures to protect personal information, including:

• sign-in authentication and role-based access, so each person sees only what their role needs;
• limiting drivers to the delivery reference, recipient name, address, postcode, delivery instructions and status: never prices, payments, requester details or medication;
• restricting the administration portal to authorised Karken staff;
• keeping records of certain account and delivery actions, showing who acted and when;
• collecting only the information we need.

No method of transmitting or storing information is completely secure, but we work to protect the information we hold and review our measures as the service develops.

We keep personal information only for as long as we need it. For example:

• collection and delivery records are kept for up to 6 years after completion, where needed for contractual, accounting, dispute or legal-claims purposes;
• health and medication information is kept only for as long as necessary, and is not automatically kept for 6 years;
• we do not keep a record of the postcode checks you make.

The full list is in section 10 of our Privacy Policy. When information is no longer needed, we delete or anonymise it.

Under UK data-protection law you have rights over your personal information. Which rights apply depends on the circumstances.

• Access: to ask for a copy of your personal information.
• Rectification: to ask us to correct inaccurate or incomplete information.
• Erasure: to ask us to delete your information in certain circumstances.
• Restriction: to ask us to limit how we use your information in certain circumstances.
• Portability: to receive information you gave us in a portable format, in certain circumstances.
• Objection: to object to processing based on legitimate interests, on grounds relating to your particular situation.
• Withdrawing consent: where we rely on your consent, to withdraw it at any time.

Section 14 of our Privacy Policy explains each right in more detail.

To ask for a copy of your information, or to use any of your other rights:

• email help@karkenmymeds.co.uk, or write to Karken Healthcare Ltd, Hardwick House, No. 2 Agricultural Hall Plain, Norwich, Norfolk, NR1 3FS, United Kingdom;
• tell us your name, how to contact you, and any account, pharmacy or delivery reference that will help us find your information;
• say what you would like, for example a copy of your information or a correction.

We may need to confirm your identity first. There is normally no charge. We will respond within the time limits set by UK data-protection law: normally one month, which can be extended in some circumstances. Where we act as a processor for an organisation, we will help that organisation respond to your request.

Our public tracking page is not a way to access personal information: it shows only a delivery's status and status times, never names, addresses or other personal details.

If you have a concern about how we handle personal information, please contact us first so we can try to put it right.

You also have the right to complain to the Information Commissioner's Office, the UK data-protection regulator: make a complaint to the ICO (opens in a new tab).

For any question about your personal data, email help@karkenmymeds.co.uk or call 01603 515443.

You can also write to us at Karken Healthcare Ltd, Hardwick House, No. 2 Agricultural Hall Plain, Norwich, Norfolk, NR1 3FS, United Kingdom.