Privacy Policy

This policy explains how Mend & Move collects, uses, stores and protects your personal information when you visit this website, send an enquiry, book an appointment or receive treatment. I’ve tried to keep it in plain English. If anything isn’t clear, please ask.

1. Who I am

Mend & Move is a sports therapy business run by Alice Day, based at 3A Ferryboat House, Pylewell Road, Hythe, SO45 6AR.

For the purposes of UK data protection law (the UK GDPR and the Data Protection Act 2018), Mend & Move (Alice Day) is the data controller for your personal information. That means I decide how and why it is used, and I’m responsible for looking after it.

You can contact me about anything in this policy at mendandmovest@outlook.com.

2. What information I collect

Depending on how you use Mend & Move, I may collect:

• Contact details: your name, email address and phone number.
• Enquiry details: what you’re interested in and anything you write in the enquiry form.
• Booking information: appointment dates, the services you choose, payment status and related messages.
• Health information: your medical history, symptoms, injuries, medication, relevant health conditions, assessment findings, treatment notes and rehabilitation progress.
• Personal details needed for your care: for example your date of birth, and a parent or guardian’s details for clients under 18.
• Payment information: records of payments, receipts and refunds. Card payments may be handled by a third-party payment provider, so I don’t see or store your full card details.

I only collect what I reasonably need to provide your care, run the business and meet my legal obligations.

3. How information reaches me

• The enquiry form on this website. When you send an enquiry, I receive your name, email address, phone number, the services you’re interested in, what you’d like to get out of it, when you’d like to start and your message. The form is checked and sent by a small program on the website’s host, which emails it to me. Please only share as much health detail in the form as you’re comfortable with. I’ll use it only to reply to your enquiry.
• Online booking through Rehab Guru. The “Book now” buttons take you to Rehab Guru, the booking and client management system I use. Rehab Guru processes your booking details on my behalf. You can read Rehab Guru’s own privacy information on their booking pages.
• Email and in person, for example when you contact me directly or complete forms at your appointment.

4. How I use your information

I use your information to:

• reply to enquiries and arrange appointments
• assess your needs and provide sports therapy, sports massage, rehabilitation, myofascial cupping, sports taping, strength and conditioning or pitch-side services
• keep accurate clinical records and monitor your progress
• contact you about appointments, treatment plans and aftercare
• take payments, issue receipts and manage cancellations or refunds
• keep the business records I need for legal, insurance and accounting reasons.

I won’t use your information for anything unrelated without a lawful basis to do so.

5. Health information (special category data)

Health information is “special category” data under UK law and has extra protection.

I will ask for your explicit consent before collecting and using your health information to assess you, plan and deliver treatment, and keep clinical records. I’ll ask for this when you book or at your first appointment. Because I provide care as a health professional bound by confidentiality, I may also rely on the health and social care condition in the Data Protection Act 2018 where that applies.

You can withdraw your consent at any time. If you do, I may not be able to continue treating you safely, and I may still need to keep records I’ve already made (see section 8).

Your clinical information is confidential. I won’t share identifiable treatment information without your consent or another legal basis, for example if I’m required to by law or there is a serious safeguarding concern. With your agreement, I may share relevant information with another healthcare professional involved in your care, such as your GP.

6. My lawful bases

Depending on the purpose, I rely on:

• Contract: to arrange and provide the services you ask for.
• Legitimate interests: to answer enquiries, run the business and keep appropriate records, where this doesn’t override your rights.
• Legal obligation: where I’m required to keep or share information by law.
• Consent: for your health information (explicit consent, as above), and for anything optional such as marketing messages.

7. Who I share information with

I don’t sell your personal information. I only share it where needed, with:

• Rehab Guru, for online bookings and client management
• Microsoft (Outlook), which provides my business email
• Cloudflare, which hosts this website and runs the enquiry form. To stop misuse, it keeps a scrambled (hashed) version of the sending connection’s address for up to 25 hours, which can’t be turned back into the address itself
• Resend, which delivers enquiry emails from the website to my inbox
• payment providers, to process card payments
• professional advisers, insurers or authorities, where legally appropriate.

These providers process information on my behalf or under their own privacy terms. Where information is transferred outside the UK, I make sure the required legal safeguards are in place.

8. How long I keep your information

• Enquiries that don’t lead to a booking: deleted within 12 months.
• Adult clinical records: usually kept for 8 years after your last appointment.
• Clinical records for under-18s: usually kept until the client’s 25th birthday, or for 8 years after the last appointment, whichever is later.
• Financial records: kept for 6 years, as required for tax purposes.

When information is no longer needed, I delete it securely or anonymise it.

9. How I protect your information

I use reasonable technical and organisational measures to protect your information, including password-protected systems, restricted access to records and secure handling of clinical and payment information. No system is completely secure, but I take appropriate steps to protect what you trust me with.

10. Marketing

I’ll contact you about your appointments, treatment and rehabilitation. I’ll only send promotional emails if you’ve agreed, and you can opt out at any time by replying or emailing me. Opting out won’t affect messages about your care.

11. Cookies and this website

This website doesn’t use analytics or advertising cookies, and the fonts are hosted on the site itself, so loading a page doesn’t send your details to anyone else.

The map in the contact section is an image drawn from OpenStreetMap data and hosted on this site, so viewing it doesn’t send anything to Google. If you click it, or the Get directions link, Google Maps opens in a new tab under Google’s own privacy policy.

If I add analytics or other non-essential cookies in future, I’ll update this policy and ask for your consent first where the law requires it.

12. Your rights

You have the right to:

• ask for a copy of the personal information I hold about you
• ask me to correct information that’s wrong or incomplete
• ask me to delete your information, where the law allows
• ask me to restrict how I use your information
• object to how I use your information, where I rely on legitimate interests
• ask for your information to be transferred to another organisation, where this applies
• withdraw your consent at any time, where I rely on consent.

Some rights have legal limits. For example, I may need to keep certain clinical records. To use any of your rights, email mendandmovest@outlook.com. I’ll respond within one month.

13. Complaints and the ICO

If you’re unhappy with how I’ve handled your information, please contact me first so I can try to put it right.

You also have the right to complain to the Information Commissioner’s Office (ICO), the UK’s data protection regulator:

• Website: ico.org.uk/make-a-complaint
• Helpline: 0303 123 1113
• Post: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF

14. Children

Where I see clients under 18, a parent or guardian may need to be involved, give consent or provide contact details, depending on the young person’s age and circumstances. I handle young people’s information in line with confidentiality, safeguarding and data protection requirements.

15. Links to other websites

This site links to other websites, such as Rehab Guru, Google Maps and Instagram. I’m not responsible for their privacy practices, so please read their privacy policies.

16. Changes to this policy

I may update this policy when my services, systems or the law change. The latest version will always be on this page, with the date it was last updated.

17. Contact

Alice Day, Mend & Move 3A Ferryboat House, Pylewell Road, Hythe, SO45 6AR mendandmovest@outlook.com