How we use social and email data
Summary: if you interact with Dense on Instagram, TikTok, or WhatsApp, or you have given us your email, we keep a record of that interaction (like your username and when you commented or messaged us) so we can understand our audience and serve people better. We never store the content of your messages in this system. You can object at any time and we will stop: email hello@dense.global.
What this covers
Dense (Family Pharmaceuticals Ltd) keeps an internal picture of how people move from first hearing about us to becoming customers. This page explains what goes into that picture, where it comes from, and your rights over it. It sits alongside our main privacy policy, which continues to apply.
What we collect and from where
- From our own social accounts (Instagram, TikTok, WhatsApp), using the platforms' official tools only: usernames, platform identifiers, and the fact and time of interactions with us, such as a comment on our post or a message you sent us. We do not store the text of your messages in this system, and we do not scrape follower or liker lists.
- From our email platform: if you have given us your email (for example by signing up, taking our quiz, or entering a giveaway), we hold that email, your marketing consent status, how you signed up, and an estimate of likely customer value. We do not pull your quiz answers into this system.
- From our messaging tools: where you have chatted with us through our website assistant or our Instagram or WhatsApp chat tools, we hold the identifiers those tools use so we can recognise the same conversation later.
- From our own order records, if you are a customer.
Linking a social profile to a customer record
We connect a social username to an email or customer record only where you have given us the connection yourself: you typed your email in a conversation with us, you used a signup form or personal code, you clicked a link we sent to your own email, or you contacted us through a tool that already holds both. Each link records how it was made and how confident we are in it, and links can be reviewed and removed.
Why we do this and our lawful basis
To understand our audience, see where people drop off, and prepare better, more relevant service when we speak to people. Our lawful basis is legitimate interests. Two important limits: this record does not by itself cause you to receive any marketing (any marketing we send is governed separately by your consent and the marketing rules), and we do not use it for any automated decision that has legal or similarly significant effects on you.
A note for pharmacy patients
Records connected to our pharmacy are excluded from all marketing use of this audience picture, automatically, erring on the side of excluding more people rather than fewer: you will never receive offers, discounts, or promotions through it. As a healthcare service we do use this picture to look after you: our pharmacy team, under our Superintendent Pharmacist's responsibility, may see your journey so we can follow up on your care, check how your plan is going, and answer your questions.
How long we keep it
- Social interaction records not linked to a customer: deleted after 12 months of inactivity.
- Individual interaction events: kept up to 24 months.
- If you gave us your email but never bought anything: removed 12 months after your last contact with us.
- Customer records follow the retention periods stated in our main privacy policy.
Your rights
- Object: you can object to this use of your data at any time, and for this purpose we will always stop, no exceptions and no balancing test. Email hello@dense.global.
- Erase: you can ask us to delete your records from this system. Tell us any of your email, username, or phone number and we will remove the records it reaches and prevent them from coming back.
- Your other rights (access, rectification, restriction, complaint to the ICO at ico.org.uk) apply as described in the main privacy policy.
Who can see it
This is an internal tool, restricted to named senior staff. There is no way to export people's data from it, and it is never shared with or sold to third parties.