1. Who is responsible for your information?
Hug&Soul Ltd is responsible for personal information collected through this website and acts as the data controller where applicable.
Company number: 16878847
Registered in England and Wales.
Address: London, UK
2. Information we may collect
Depending on how you use this website, Hug&Soul may collect:
- your name and email address
- your phone number if a form asks for it
- an approximate location or postcode if you choose to provide it
- your organisation name, job role or organisation type
- whether your interest relates to being a Hug, Soul, charity, business or partner
- messages and other form responses
- waiting-list preferences and research-participation interest
- technical information needed to operate or secure the website
- cookie or analytics information where applicable and permitted
- information from Stripe relating to a pilot-support payment, such as payment status and basic payer details
Hug&Soul does not receive or store full payment-card details entered into Stripe’s payment interface.
3. Information we do not currently ask for through waiting-list forms
Our current waiting-list and general contact forms are not intended to collect:
- bank details
- payment-card details
- identity documents
- detailed benefit information
- medical information
- detailed evidence of financial hardship
Please do not send sensitive personal information through general website forms unless we specifically ask for it for a clearly explained purpose.
4. How we use information
We may use personal information to:
- manage waiting lists
- respond to enquiries
- understand interest in Hug&Soul
- manage partner conversations
- communicate pilot updates where permitted
- invite relevant people to research
- improve the website and proposition
- operate and secure the website
- administer pilot-support payments
- meet legal or regulatory obligations
5. Our lawful bases
Depending on the activity, Hug&Soul may rely on different lawful bases under UK data-protection law.
Consent
Where we ask for your consent, for example for certain optional email updates or research invitations.
Legitimate interests
Where necessary for reasonable business activities such as responding to enquiries, understanding interest in Hug&Soul, maintaining website security and improving the service, provided those interests do not override your rights.
Contract or steps before a contract
Where processing is necessary in connection with a request that may lead to a contractual relationship.
Legal obligation
Where we need to keep or use information to comply with applicable law.
6. Waiting-list and marketing communications
Joining a waiting list does not give Hug&Soul unlimited permission to send unrelated marketing.
Where UK privacy rules require consent for promotional communications, we will ask for that permission clearly.
You can unsubscribe from optional email communications at any time.
7. Who we may share information with
Hug&Soul may use service providers for website hosting, form processing, data storage, email delivery, analytics, payment processing, security and professional advice.
We only share personal information where there is a legitimate reason to do so and subject to appropriate contractual or legal safeguards where required.
We do not sell personal information to advertisers.
8. Stripe
If you support Hug&Soul pilot development through Stripe, payment information is processed through Stripe’s systems. Stripe operates under its own privacy terms.
Hug&Soul may receive limited information relating to the payment, such as confirmation, payer details and transaction information needed for administration and accounting.
9. International data transfers
Some technology providers may process information outside the United Kingdom. Where UK data-protection law requires safeguards for an international transfer, Hug&Soul will rely on an appropriate lawful transfer mechanism provided by or agreed with the relevant service provider.
10. How long we keep information
We keep personal information only for as long as reasonably necessary for the purpose for which it was collected, including legal, accounting and operational requirements.
- Waiting-list data: while the relevant waiting list or pilot interest remains active or until you withdraw, followed by reasonable deletion or review.
- Enquiry records: for a reasonable period where needed to manage follow-up.
- Payment and accounting records: where retention is required by law.
- Consent records: where necessary to demonstrate the consent given or withdrawn.
We will establish more specific retention schedules as the pilot operating model is finalised.
11. Your rights
Depending on the circumstances, you may have rights to access your personal information, correct inaccurate information, request deletion, restrict processing, object to certain processing, request portability where applicable, and withdraw consent where processing relies on consent.
Where we rely on legitimate interests, you may have the right to object to that processing.
These rights are subject to the conditions and exceptions in applicable data-protection law.
12. Complaints
If you are concerned about how Hug&Soul uses your personal information, please contact us through the website first so we can try to resolve the issue.
You also have the right to complain to the UK Information Commissioner’s Office (ICO).
13. Security
We take reasonable technical and organisational measures to protect personal information.
However, no website, network or electronic-storage system can be guaranteed to be completely secure.
14. Cookies and similar technologies
The website uses essential cookies and similar technologies needed to make the site work. With your permission, Hug&Soul may also use analytics cookies to understand how visitors use the website and improve the experience as we prepare the pilot. Optional cookies are only used where required consent has been given. You can manage your cookie choices using the cookie banner or Cookie settings link.
15. Third-party websites
The website may contain links to third-party services and social networks. Those organisations operate under their own privacy policies, and Hug&Soul is not responsible for how they use information when you leave our website.
16. Changes to this Privacy Policy
We may update this Privacy Policy as Hug&Soul develops, our service providers change or our legal obligations evolve. Material changes will be reflected on this page.
Last updated: September 2026
17. Contact us
For privacy questions or requests, use the Hug&Soul contact form.