Privacy Policy

1. Who we are

Nellie & Walter runs nellieandwalter.com from the United Kingdom and is the controller of the personal information described here. Contact us at privacy@nellieandwalter.com.

Our registered company name, number and address will be listed here once they are confirmed.

2. Information we collect

• account details: your name, email address, clinic or business, role and country
• what you tell Nellie in your sign-up conversation and interviews, as text, voice or video
• content we prepare for you, and what you approve, edit or decline
• expert profile details: clinician names, roles, registration body and number, photo and approved quotes
• for media partners: your publication, the topics you cover and your requests
• billing status from Stripe (plan, trial and subscription dates), but not your card number
• Google Search Console figures, only if you connect it (see section 9)
• clicks on links in our emails and on your expert profile, so we can report what was used
• the emails you send us, and basic technical information such as IP address and browser type

Please do not share patient information, children's information or anything else you are not allowed to share.

3. Voice and video recordings

If you choose a voice or camera interview, we record your answers, transcribe them with OpenAI and keep the recording and transcript in your private workspace. Video clips are only shared or posted after you approve them. You can ask us to delete recordings at any time.

4. Public expert profiles

Your expert profile is published only after you approve it. It shows the clinician's name, role, registration details where checked, photo and approved quotes, and search engines and AI tools can read it. You can unpublish it at any time, and we remove the public page.

5. How we use your information

• to run the service: interviews, content, visibility checks, matching and pitching within your plan
• to share your approved expertise with journalists, publications, podcasts and creators
• to send service emails, such as what needs you, interviews and content ready, and billing notices
• to manage trials, subscriptions and payments
• to keep the service secure and to comply with the law

6. Who processes your information for us

These companies process personal information on our behalf, under contracts that limit what they may do with it:

Stripe

Payments, subscriptions, free trials with a card, and invoices. Stripe holds your card details; we never see your full card number.

OpenAI

The AI that runs Nellie's conversations and interviews, transcribes voice and video answers, drafts content and pitches, and runs our checks. We use OpenAI's API, which does not use API data to train its models by default.

Resend

Sending our emails to you, and receiving replies to them.

Clerk

Sign-in and account security: your email address, password or sign-in links, and session cookies.

Replit

Hosting for our website, application and database.

Unsplash

Serves the example photos on our home page. Your browser requests them from Unsplash, which sees your IP address and browser details, as with any image host.

DataForSEO

Collecting public search results and AI answers for visibility checks. It receives the questions we check, such as a service and a town, not your patients' information.

Meta

Only if you choose Accept in our cookie banner: the Meta Pixel and Conversions API tell us which Facebook and Instagram adverts led to a clinic signing up. Meta receives the event (such as a sign-up or a plan starting), its value and currency, a scrambled (SHA-256) copy of your email address, Meta's cookie identifiers, and your IP address and browser type. Never what you tell Nellie, your clinic's name or anything about patients.

Google

Gemini answers for visibility checks; Google Search Console, read only, if you choose to connect it; and the Google Calendar booking page on Book a call, when you choose to open it.

We also share approved expertise with the media contacts you have approved, and information with professional advisers or authorities where the law requires. We do not sell your personal information.

7. Lawful bases

• Contract: to provide the service you signed up for.
• Legitimate interests: to run, secure and improve Nellie & Walter in a reasonable way.
• Consent: for optional emails, such as sign-up reminders, and for advertising cookies and measurement with Meta, which you can withdraw at any time.
• Legal obligation: where we must keep or share information by law.

8. Emails and cookies

Recurring emails have an Unsubscribe link, and you can change which emails you get in Clinic settings. Billing notices and sign-in links are always sent. We use the cookies needed to run the service, such as the cookie that keeps you signed in. On our public pages and sign-up we ask before using advertising cookies: only if you choose Accept do we load the Meta Pixel and, when you sign up, tell Meta which advert you came from (see Meta in section 6). If you choose Reject, nothing is sent to Meta. You can change your choice at any time with Cookie settings at the foot of our public pages. We keep the campaign details of the link you arrived from (such as the advert's campaign name) with your account, so we know how clinics find us. The clinic dashboard has no advertising cookies. Our website and dashboard load their fonts from our own servers. The Book a call page shows Google Calendar only if you choose to open it; Google then receives your IP address when your browser loads it.

9. Google Search Console data

If a clinic chooses to connect its Google Search Console, we ask Google for read-only access (the webmasters.readonly permission). This lets us see the list of websites that Google account manages in Search Console, so the clinic can choose its own, and we read search performance figures only for the website it chooses: the searches it appears for, appearances, clicks and average position. We show these figures to that clinic in its private dashboard and monthly report, and our team can see them to prepare those reports. We never change anything in Search Console, never use this data for advertising, never sell it, never use it to train AI models, and never share it with anyone else except where the law requires. The clinic can disconnect at any time from Clinic settings, or remove our access in its Google account. When it disconnects or its account is deleted, we delete the stored connection and figures and ask Google to withdraw our access. Nellie & Walter's use and transfer of information received from Google APIs adheres to the Google API Services User Data Policy, including the Limited Use requirements.

10. How long we keep information

We keep your information while you use Nellie & Walter, and for a reasonable period afterwards for records, accounting, security or legal reasons. When you delete your account, we delete your workspace, recordings and login. Emails already sent and short-lived service backups are not recalled.

11. International transfers

Several of the processors above are based in, or process information in, the United States. Where personal information leaves the UK, we rely on safeguards approved under UK data protection law, such as the UK International Data Transfer Addendum or the UK-US data bridge.

12. Security

We use reasonable technical and administrative measures to protect personal information. No online service is completely secure, so we cannot guarantee absolute security.

13. Your rights

You can ask to access, correct, export or delete your information, restrict or object to some uses, and withdraw consent. Clinics can use Export my data and Delete my account in Clinic settings; our team replies within one month. You can also email privacy@nellieandwalter.com. You have the right to complain to the Information Commissioner's Office at ico.org.uk.

14. Children

Nellie & Walter is for businesses and professionals. It is not intended for anyone under 18.

15. Changes to this policy

We may update this policy. We will email you about important changes, and we record which version you accepted when you sign up, choose a plan or check out.