Last updated: 1 October 2026
This policy explains how we handle personal data about business contacts who visit this website, send us an enquiry, message us on WhatsApp or use the chat assistant. It is written for the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018 and the EU General Data Protection Regulation (EU GDPR).
1. Who we are
The controller of your personal data is Lords Healthcare (Pvt) Limited, 122-B Venus Housing Society, Ferozpur Road, Lahore, Pakistan ("Lords Healthcare", "we", "us"). Our UK entity is LORDS HEALTH LTD, 167-169 Great Portland Street, London W1W 5PF, United Kingdom, and our US affiliate is Lords Healthcare LLC, 7901 4th St N, Ste 300, St. Petersburg, FL 33702, USA.
For any privacy question or request, contact us at bizdev@lordshealthcare.co.uk or on WhatsApp at +44 7834 222294.
2. The personal data we collect
Enquiry form
When you complete the enquiry or quotation form we collect your name, company, country, work email address, the subject of your enquiry, the products and quantities you are interested in, and your message. The form does not store this on our servers: when you press send, your browser opens WhatsApp with the enquiry pre-filled, and it reaches us only when you send it there. If you choose to email us instead, we receive it by email.
WhatsApp and email
When you message us on WhatsApp we receive your WhatsApp profile name, phone number and the content of your messages, including any files you send. When you email us we receive your email address, signature details and the content of your email.
Chat assistant
If you use the chat assistant, the messages you type, together with any details you give such as your name, company, country, email, products of interest and quantities, are sent to our server and to Google's Gemini service to generate a reply. We do not keep chat transcripts in a database. The conversation is kept in your browser's session storage so it survives page changes, and it is deleted when you close the tab. If you tap "Continue on WhatsApp", a summary of the chat is placed in a WhatsApp message for you to review and send. Please do not share health information or other sensitive personal data in the chat.
Technical data
Like any website, our hosting provider processes your IP address, browser type, requested pages and timestamps to deliver the site, keep it secure and diagnose faults. The chat assistant also uses your IP address, held briefly in memory, to limit the number of messages per minute and prevent abuse.
Analytics (only with your consent)
If you click "Accept" in our cookie banner, we use Google Analytics 4 to measure how the website is used. It sets the _ga and _ga_* cookies (2 years) and collects a random browser identifier, the pages you view, how you reached the site, your device and browser type, approximate location derived from your IP address (Google Analytics 4 does not log or store IP addresses), and actions such as WhatsApp clicks, enquiry-form submissions, sample requests, company-profile downloads and opening the chat assistant. We do not send your name, email address or enquiry content to Google Analytics. If you reject, or make no choice, Google Analytics is not loaded. We do not use advertising or remarketing cookies. See our cookie policy for details and how to change your choice.
3. Why we use your data and our lawful basis
| Purpose | Lawful basis |
|---|---|
| Replying to your enquiry, sending quotations, samples, product and regulatory documents | Steps taken at your request before entering into a contract (Article 6(1)(b)), and our legitimate interest in responding to business enquiries (Article 6(1)(f)) |
| Managing an order or supply relationship with your company | Performance of a contract (Article 6(1)(b)) and legitimate interests in managing business relationships (Article 6(1)(f)) |
| Answering questions through the chat assistant | Legitimate interests in providing fast, accurate product information to business buyers (Article 6(1)(f)) |
| Following up on an enquiry with relevant information about our products and services | Legitimate interests in developing business with companies that have contacted us (Article 6(1)(f)). You can object at any time. |
| Measuring how the website is used with Google Analytics 4 (only if you accept analytics cookies) | Your consent (Article 6(1)(a)), which you can withdraw at any time through "Cookie settings" in the footer |
| Operating, securing and troubleshooting the website, and preventing abuse | Legitimate interests in running a secure website (Article 6(1)(f)) |
| Keeping business and tax records, and responding to lawful requests | Compliance with a legal obligation (Article 6(1)(c)) |
Where we rely on legitimate interests, we have weighed them against your rights. Our contacts are business representatives acting in a professional capacity, and we only use the data in ways you would reasonably expect. We do not sell personal data and we do not make decisions about you based solely on automated processing.
4. Who we share data with
We use the following service providers, who process data on our behalf or as independent providers of their own services:
- Vercel Inc. (United States): website hosting, content delivery and server logs.
- Google LLC (United States): the Gemini API, which generates the chat assistant's replies from the messages you send. Google processes the content under its API terms and may keep it for a limited period for abuse monitoring.
- Google Ireland Limited / Google LLC: Google Analytics 4, only if you accept analytics cookies. Google acts as our processor for analytics data; ad-related consent signals stay denied and Google signals are turned off.
- WhatsApp (Meta): WhatsApp Ireland Limited for users in the UK and the European Economic Area, and WhatsApp LLC elsewhere, carries messages you send to us. WhatsApp processes your data under its own privacy policy as an independent controller.
- Our email provider: stores and delivers emails sent to bizdev@lordshealthcare.co.uk.
Within our group, enquiry details may be shared between Lords Healthcare (Pvt) Limited in Pakistan, LORDS HEALTH LTD in the United Kingdom and Lords Healthcare LLC in the United States so that the right team can respond. We may also disclose data to professional advisers, logistics providers (when you ask for samples), or where required by law.
5. International transfers
Our export desk and manufacturing operations are in Pakistan, and some of our providers are based in the United States. This means your personal data may be transferred outside the UK and the European Economic Area. Where a country does not have an adequacy decision, we rely on appropriate safeguards, such as the European Commission's Standard Contractual Clauses and the UK International Data Transfer Addendum, or the provider's certification under the EU-US Data Privacy Framework and its UK Extension where applicable. You can ask us for more information about these safeguards.
6. How long we keep data
- Enquiries that do not lead to business: up to 24 months after our last contact, then deleted.
- Customer and supplier records: for the length of the relationship and then for up to 6 years to meet accounting, tax and legal obligations.
- Chat assistant: we do not store chat transcripts. Your browser deletes the session copy when you close the tab.
- Rate-limiting data (IP address in memory): no more than one hour.
- Google Analytics data (only with consent): event data kept for 14 months, then deleted automatically. The
_gaand_ga_*cookies expire after 2 years, or earlier if you reject analytics or clear your cookies. - Hosting logs: kept by Vercel for a short period in line with its standard retention.
7. Security
The website is served over HTTPS. We limit access to enquiry data to staff who need it and use reputable providers with appropriate technical and organisational measures. No method of transmission over the internet is completely secure, so please do not send us sensitive personal data.
8. Your rights
Under UK and EU data protection law you have the right to:
- access the personal data we hold about you;
- have inaccurate data corrected;
- have your data erased in certain circumstances;
- restrict how we use your data in certain circumstances;
- object to processing based on legitimate interests, including any follow-up messages;
- receive your data in a portable format where processing is based on a contract; and
- withdraw consent at any time where we rely on consent.
To exercise any of these rights, email bizdev@lordshealthcare.co.uk. We will reply within one month. We may need to confirm your identity before acting on a request.
9. Complaints
If you have a concern, please contact us first so we can try to resolve it. You also have the right to complain to a data protection authority. In the UK, this is the Information Commissioner's Office (ICO): ico.org.uk, telephone 0303 123 1113. In the European Union, you can complain to the supervisory authority in the country where you live or work, or where an alleged infringement took place. A list is available from the European Data Protection Board.
10. Children
This website is intended for business buyers. It is not directed at children, and we do not knowingly collect data from them.
11. Changes to this policy
We may update this policy from time to time. The date at the top shows when it was last changed. Significant changes will be highlighted on this page.