Privacy and patient data

Dental cases can contain health data about patients, which UK GDPR treats as special category data. Lab-Send-Go is built to keep that data behind the secure link. This article explains what is protected, how long files are kept, and how to export or delete your data. The full terms are in the Privacy Notice, the Data Processing Agreement and the Platform Terms.

Where does the patient name appear?

The Patient name field on a work order (initials, a number or a name) appears only behind the secure link: on the work order, the download page, the work order PDF and your own transfer page. It is never included in an email, a web address, a notification or our logs. On the transfer page and the download page it is blurred until you select the eye button beside it, so it is not on show to anyone looking at your screen. You can choose to see names straight away under My account → Patient names.

Who can open a transfer?

Only people signed in to an account at an address the transfer was sent to, and only after entering the link password if the sender set one. A forwarded link does not work for anyone else. Every download is recorded against the account that made it. The sender can withdraw access at any time.

How long are files kept?

• When a link expires, the files are not deleted. The case can be reopened on plans that include restoring, as described in How long do download links last?
• Your file-retention period (7, 30 or 90 days after sending) closes the link and permanently deletes the files when it passes. Set a default under My account → Profile → File retention, or choose one for a single transfer in its Send options. With Never, files are kept until you delete them.
• You can delete hosted files yourself once a transfer is withdrawn or expired. See How do I delete the hosted files?
• Unfinished inbound submissions are deleted with their files after 24 hours.
• Files already downloaded by a recipient are on their systems and cannot be recalled.

How do I export my data?

Go to My account → Privacy & data, open Export my data and select Download data export. You get a JSON file with your account, transfers, inbound submissions, address book, consent and audit data. It does not cover copies held by providers, backups or third parties; for a full subject access request, contact us.

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Where can I see what I have agreed to?

My account → Privacy & data shows whether you have accepted the current Data Processing Agreement, your consent history with each version and date, and how many times you have confirmed the transfer declaration. Only the current version of each document is kept; earlier rows are marked superseded — text not retained.

Deleting your account

Under My account → Privacy & data (or Profile → Your data), type DELETE and select Delete my account, then confirm. Deleting your account:

• immediately cancels any paid subscription,
• deletes your account data, transfers and address book,
• stops every download link you have sent working, without notifying the recipients,
• queues your hosted files for deletion, which may take a short while to complete.

Files recipients have already downloaded cannot be removed from their systems. Limited billing, security, legal, suppression and backup records may be kept as the Privacy Notice explains. Deletion cannot be undone.

What about the support chat?

The support chat is provided by Zendesk and only loads after you accept its cookies. Never share patient details or download links in the chat. See Get help and use the support chat.