RoamEden Privacy Policy
Last updated: 28 September 2026
Data Controller: Roam Eden Ltd
ICO Registration Reference: ZC065887
Contact: hello@roameden.com
Data Protection Contact: Benjamin Woolner
Our Approach to Privacy
RoamEden believes that privacy matters, particularly when people are sharing personal and sensitive information.
Whether you contact us with an enquiry or work with us through counselling, we aim to collect only the information we need, keep it secure and treat it with care, discretion and respect.
Roam Eden Ltd complies with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018, as applicable to our processing of personal information.
A Simple Overview
We collect personal information when you contact RoamEden or use our counselling service.
Enquiries are received through our RoamEden business email account.
Client and counselling information is stored within Konfidens, our clinical practice management system.
Counselling payments are processed through Konfidens Pay.
Access to counselling records is restricted to those who need access for legitimate professional or administrative purposes.
We do not sell your personal information.
We do not use counselling information for advertising or marketing purposes.
You can contact us at any time if you have questions about the information we hold about you.
Who We Are
Roam Eden Ltd is a private limited company registered in England and Wales.
RoamEden is responsible for the personal information it collects and uses in connection with its website, enquiries and the administration of its counselling service.
Where counselling is provided by an individual therapist working through RoamEden, the respective responsibilities of RoamEden and that therapist for personal and clinical information will depend on the professional and contractual arrangements in place.
We aim to be clear with clients about who is responsible for their information and how it is used.
Enquiries and Initial Contact
When you contact RoamEden, we collect the information needed to respond to your enquiry.
This may include:
your name;
email address;
telephone number, if provided;
availability; and
information you choose to share about why you are seeking counselling.
We use this information to:
respond to your enquiry;
answer questions about counselling;
arrange an Initial Consultation;
consider whether the service is appropriate for your needs; and
arrange counselling if you decide to proceed.
Please avoid sending detailed or highly sensitive personal information by email where possible. Email is primarily intended for administrative communication and arranging appointments.
Where an enquiry is reviewed by an appropriate RoamEden therapist, only information relevant to considering and responding to the enquiry will be shared.
If you do not proceed to counselling, enquiry information will normally be retained for up to 12 months, after which it will be securely deleted where there is no continuing reason to retain it.
Counselling Information
If you proceed with counselling, relevant personal and clinical information is held within Konfidens, RoamEden's clinical practice management system.
This may include:
your name and contact details;
appointment and attendance information;
emergency contact details;
information relevant to your wellbeing and circumstances;
information discussed as part of counselling;
counselling records and session notes; and
other information necessary to provide safe and appropriate counselling.
Some of this information may constitute special category data, including information relating to your physical or mental health.
We aim to collect and retain only information that is relevant and necessary for providing counselling, maintaining appropriate professional records and meeting legal, professional and safeguarding responsibilities.
How Counselling Records Are Accessed
Counselling records are stored within restricted areas of Konfidens.
Your allocated therapist may access information necessary to provide counselling and maintain appropriate clinical records.
RoamEden does not routinely access the therapeutic content of a client's counselling records. Where access is necessary for legitimate purposes such as safeguarding, legal obligations, appropriate system administration or management of the service, access will be limited to what is reasonably necessary.
Where additional therapists work through RoamEden, access to client information will be appropriately restricted according to their role and responsibilities.
Therapists Working Through RoamEden
RoamEden may work with additional counsellors and therapists as the service develops.
Therapists working through RoamEden are expected to:
hold appropriate professional qualifications;
maintain appropriate professional indemnity insurance;
undertake appropriate clinical supervision;
be members of an appropriate professional body where applicable;
comply with applicable data protection requirements; and
work within their professional and ethical obligations.
Each therapist remains responsible for their own clinical practice and professional responsibilities.
Depending on the nature of the arrangement between RoamEden and an individual therapist, the therapist and RoamEden may have different responsibilities for personal and clinical information.
Where an individual therapist acts as a separate or joint Data Controller for particular clinical processing, this will be reflected in the arrangements between RoamEden and that therapist and explained to clients where relevant.
Email and Communication
RoamEden uses its business email account to receive and respond to enquiries and to communicate with clients about practical matters relating to counselling.
Email may contain personal information, so access to the account is restricted and appropriate security measures are used.
Email is not intended to provide counselling or crisis support.
Where information from an email is relevant to ongoing counselling, it may be transferred into the appropriate client record in Konfidens where necessary. Email correspondence will otherwise be retained or deleted in accordance with our retention practices.
How We Use Your Information
We use personal information where necessary to:
respond to enquiries;
arrange Initial Consultations;
provide counselling;
manage appointments and attendance;
process and administer payments;
communicate with you about your counselling;
maintain appropriate professional and clinical records;
manage safeguarding and emergency situations where necessary;
comply with legal and professional obligations;
respond to complaints or legal matters; and
maintain and administer the RoamEden service.
We do not sell personal information or use counselling information for advertising or marketing purposes.
Lawful Bases for Processing
Depending on the circumstances, RoamEden may process personal information on the following lawful bases under the UK GDPR:
Contract – where processing is necessary to provide counselling or another service you have requested, or to take steps before entering into a contract;
Legal obligation – where processing is necessary to comply with a legal requirement;
Legitimate interests – where processing is necessary for the reasonable administration, security and operation of RoamEden, provided that your interests and fundamental rights do not override those interests; and
Consent – where we rely on your consent for a particular purpose and where consent is an appropriate lawful basis.
For special category data, such as information concerning health, an additional condition under Article 9 of the UK GDPR is required. Where applicable, RoamEden may rely on the condition relating to the provision of health or social care or treatment under Article 9(2)(h), where the relevant legal requirements are met.
Where another Article 9 condition is more appropriate to a particular processing activity, the applicable condition will be identified and applied.
We do not rely on consent where another lawful basis is more appropriate or where doing so would not provide a valid basis under data protection law.
Third-Party Service Providers
RoamEden uses trusted third-party services to operate its website and counselling service.
These currently include:
Konfidens – counselling records, client information, bookings and practice administration;
Konfidens Pay – counselling payment processing;
Gmail / Google Workspace – receiving and responding to enquiries and relevant administrative communication; and
Squarespace – hosting and operating the RoamEden website.
These providers may process personal information on behalf of RoamEden as part of providing their services.
RoamEden takes reasonable steps to ensure that appropriate data protection and security arrangements are in place with relevant service providers.
International Transfers
Some third-party service providers may process or store personal information outside the United Kingdom.
Where personal information is transferred outside the UK, RoamEden will ensure that an appropriate legal mechanism and safeguards are in place as required by applicable data protection law.
Information about relevant international transfers and safeguards can be obtained from RoamEden by contacting:
Where Your Data Is Stored and Protected
Personal information is stored electronically using the systems described in this policy.
We take reasonable technical and organisational measures to protect personal information against unauthorised access, loss, misuse, alteration or disclosure.
Access to personal information is restricted according to the needs and responsibilities of those accessing it.
No method of electronic storage or transmission can be guaranteed to be completely secure, but we take appropriate steps to protect the information we hold.
Data Retention
We do not keep personal information for longer than necessary for the purposes for which it was collected, subject to legal, professional and safeguarding requirements.
Our current retention periods are:
Enquiries where counselling does not proceed: up to 12 months;
Counselling records: normally 7 years after therapy ends;
Administrative and payment information: for as long as reasonably necessary for the purpose for which it is held and any applicable legal, accounting or professional requirements.
Where information is no longer required, it will be securely deleted or otherwise disposed of as appropriate.
Retention periods may be reviewed and amended as RoamEden develops and as legal or professional requirements change.
Confidentiality
Information shared during counselling is treated as confidential within the limits explained in the RoamEden Counselling Agreement.
Information may need to be disclosed in circumstances such as:
where there is a serious risk of harm to you or another person;
where there are safeguarding concerns involving a child or vulnerable adult;
where disclosure is required or permitted by law; or
where information is discussed as part of professional clinical supervision.
Where possible and appropriate, this will be discussed with you before information is disclosed, unless doing so would increase risk or is legally restricted.
Clinical Supervision
Counsellors working through RoamEden engage in appropriate clinical supervision.
Supervision supports safe, ethical and effective practice and provides therapists with an opportunity to reflect on their clinical work.
Where client information is discussed for supervision purposes, it will be anonymised or minimised wherever reasonably possible.
Emergency Situations
In exceptional circumstances, information may need to be used or shared to protect someone's vital interests or to address an immediate safeguarding concern.
Where necessary, a counsellor may contact an emergency contact or relevant health or emergency service.
Where possible and appropriate, this will be discussed with you.
Cookies and Website Information
The RoamEden website is hosted by Squarespace and may use cookies and similar technologies necessary for the operation and security of the website.
Where non-essential analytics or other cookies are used, RoamEden will provide appropriate information and, where required by law, obtain consent before using them.
You can also manage cookies through the relevant website controls or your browser settings.
Your Data Protection Rights
Depending on the circumstances and the lawful basis for processing, UK data protection law gives you rights including:
the right to be informed about how your information is used;
the right to access your personal information;
the right to ask for inaccurate information to be corrected;
the right to request deletion where applicable;
the right to request restriction of processing in certain circumstances;
the right to object to certain processing; and
the right to data portability where applicable.
These rights are not absolute and some exceptions may apply. For example, information may need to be retained where there is a legal or professional reason to do so.
If you would like to exercise a data protection right or ask a question about your information, please contact:
We will respond to requests within the timescales required by applicable data protection law.
Complaints
If you have concerns about how RoamEden has handled your personal information, please contact us first:
We will seek to understand and resolve your concern fairly.
You also have the right to complain to the Information Commissioner's Office (ICO) if you believe your personal information has been handled unlawfully.
Changes to This Policy
This Privacy Policy may be updated from time to time as RoamEden's services, systems or legal obligations change.
The current version will be published on the RoamEden website.
Where significant changes affect how we use personal information, we will take appropriate steps to bring those changes to your attention.