Last updated: October 2026
Who we are
Klira Ltd is the data controller responsible for your personal information. Our ICO registration number is C1016995.
Address: Unit LM03.G02, The Leather Market, London, SE1 3ER
Email: [email protected]
The information we collect
We currently collect and process the following information:
- Personal identifiers and contact details, including your name, email address and delivery address
- Payment information
- Your order history
- Personal medical information, including your answers to our online diagnostic test
- Photographs of your skin that you send to us
- Communications with us, including the content of emails, messages and chats with our customer service and clinical teams
How we get your information and why we have it
Most of the personal information we process is provided to us directly by you, for the following reasons:
- To become a member of Klira, we need your name and contact details, and you set up a password so you can log in securely.
- We need payment information to process payment for the products and services you buy through the Klira website.
- To analyse your skin, we need you to complete our online diagnostic questionnaire. Your answers include personal medical information.
- When you contact us, we use the information you give us, including any photographs or health details, to respond to your enquiry and provide our services.
Who we share your information with
We only share your personal information where it is necessary to provide our services to you, and we only share the minimum information needed for each purpose. We use the following service providers:
- Operational platform: we use Chargebee to manage your membership, orders and account.
- Customer service platform: we use Zendesk to receive, manage and respond to your enquiries.
- AI-assisted customer service: we use Claude, an artificial intelligence service provided by Anthropic, connected to our customer service platform. It helps us categorise your enquiry, summarise your previous contact with us and draft a reply. This means the content of your messages may be processed by this service, including any details about your skin or health and any photographs you send. Every response is reviewed and approved by a member of our team before it is sent to you, and enquiries about your skin or treatment are reviewed by one of our consultant dermatologists. Anthropic does not use your information to train its AI models. Anthropic does not keep your information once our request has been processed, except where required by law or to prevent misuse of its service.
- Clinical team: our dermatology prescribers, some of whom work with Klira as independent contractors, review your diagnostic information and enquiries in order to advise you.
- Pharmacy platform: we use Keel to manage your prescriptions and dispensing records.
- Payment provider: Stripe processes your payments securely. We do not store your full card details.
These providers act on our behalf under written contracts that require them to keep your information secure and confidential, and to use it only on our instructions and for the purposes described in this policy. We do not sell your personal information.
International transfers
Some of our service providers process your information outside the UK. Where this happens, we make sure appropriate safeguards are in place as required by UK data protection law, such as the UK Addendum to the EU Standard Contractual Clauses.
Use of AI and automated decision-making
We use AI to help us categorise and respond to customer enquiries efficiently. A member of our team reviews every response before it is sent to you. We do not make any decisions that have diagnosis, dermatology consulting, health advice, legal or similarly significant effects on you based solely on automated processing.
Our lawful bases for processing
Under the UK General Data Protection Regulation (UK GDPR), the lawful bases we rely on are:
- Contract: to provide your membership, process your orders and payments, and respond to your enquiries.
- Legitimate interests: to run and improve our customer service, including using AI tools to help us respond to you efficiently.
- Explicit consent: to process your health information, including your diagnostic answers, photographs and any health details you share with us. You can withdraw your consent at any time by contacting [email protected]. If you withdraw consent, we may no longer be able to provide some of our services to you.
How we store your information
Your information is stored securely. We keep the information you provide to us for as long as you remain a member of Klira. If you no longer subscribe to the service, we will keep your data for up to 5 years in case you wish to re-join, after which we will securely delete any sensitive health information associated with your diagnostic test.
Your data protection rights
Under data protection law, you have rights including:
- Your right of access – you have the right to ask us for copies of your personal information.
- Your right to rectification – you have the right to ask us to correct personal information you think is inaccurate, and to complete information you think is incomplete.
- Your right to erasure – you have the right to ask us to erase your personal information in certain circumstances.
- Your right to restriction of processing – you have the right to ask us to restrict the processing of your personal information in certain circumstances.
- Your right to object to processing – you have the right to object to the processing of your personal information in certain circumstances.
- Your right to data portability – you have the right to ask that we transfer the personal information you gave us to another organisation, or to you, in certain circumstances.
- Your right to withdraw consent – where we rely on your consent, you can withdraw it at any time.
You are not required to pay any charge for exercising your rights. If you make a request, we have one month to respond to you. Please contact us at [email protected] or at Klira, Unit LM03.G02, The Leather Market, London, SE1 3ER if you wish to make a request.
How to complain
If you have any concerns about our use of your personal information, you can make a complaint to us at [email protected] or at Klira, Unit LM03.G02, The Leather Market, London, SE1 3ER.
If you are unhappy with how we have handled your complaint, you can complain to the Information Commissioner’s Office (ICO):
Address: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF
Helpline: 0303 123 1113
Website: www.ico.org.uk
