Policies

Appointment terms and privacy

The terms for each way of booking, and how I look after your information.

What did you book?

You book and pay one session at a time, including a Foundation Session.

Cancelling or rescheduling

Please give at least 48 hours' notice if you need to cancel or reschedule your appointment.

Less than 48 hours' notice: 50% of the session fee is charged.
Less than 24 hours' notice: 100% of the session fee is charged, as it's unlikely the slot can be rebooked.

Home visits

If I arrive at your home and the appointment is declined or can't go ahead (for example because of illness or an unsafe environment), the full session fee is still charged.

Refunds

Refunds are not issued for completed sessions.
If you're unhappy with your treatment, please tell me during or straight after your session, so I can do my best to put it right or offer an alternative.
Prepaid packages are non-refundable, but may be transferred or rescheduled with enough notice.

Life happens. In an emergency, illness or something unforeseen, contact me as soon as you can. I may waive cancellation fees at my discretion.

Your appointment

Please be ready on time. Late arrivals may mean less treatment time.
Please tell me about any relevant medical information. I may decline treatment if it isn't safe or suitable.
Under 16s and vulnerable adults must be accompanied by a parent, guardian or carer, with consent from a responsible adult.
Respectful behaviour is expected at all times. Inappropriate conduct ends the session, with the full fee payable.

My responsibilities

I hold all relevant qualifications, I'm insured and I keep my CPD up to date.
All treatment is within the scope of Level 5 Soft Tissue Therapy. If something is outside my scope, I'll refer you to an appropriate medical professional.
Your feedback during and after treatment is always welcome.

Privacy

How I collect, use and store your information

This explains how your personal and health information is collected, used and stored, in line with UK GDPR, professional and insurance requirements, and ethical best practice.

What I collect

Personal details: name, date of birth, address and contact details.
Health information: medical history, medication, the reason you're seeking treatment and relevant lifestyle information.
Clinical notes, assessment findings and progress measures.
Audio recordings and transcripts of sessions.
Consent forms and messages about your care.

I only collect what's relevant to your assessment and treatment.

Why I collect it

To check treatment is suitable and safe for you.
To deliver your treatment, monitor your progress and adjust your plan.
To meet legal and insurance record-keeping requirements.
To refer you to your GP or another healthcare professional when needed, with your permission.

I never sell your data or use it for anything unrelated to your care.

Session transcription

I may audio record sessions so they can be transcribed for my clinical notes. This keeps my records accurate while more of your session goes on hands-on treatment.

I explain this before your first appointment and confirm you're happy with it on your intake form. I won't ask again each session, but you can change your mind at any time. If you'd prefer I don't record, I'll take notes by hand instead, which means part of your session goes on note-taking.

Recordings are used only to write your clinical notes, with secure, AI-assisted transcription software suitable for healthcare. I check and edit every note myself.
The audio is deleted as soon as your notes are written and checked.
Recordings and transcripts are never shared, published or used for any other purpose. Your information is never used to train AI models.

How it's stored

All records are held digitally in encrypted, password-protected systems. I use a small number of trusted providers to run my practice, such as booking, payment, note-taking and transcription software. They only process your data to provide their service to me, and must keep it secure. Everything is treated as strictly confidential, and only shared with your consent or where I'm legally required to.

Legal basis

Providing healthcare: health information is special category data, and I process it to provide your care, as UK GDPR allows.
My legitimate interest in delivering safe and appropriate treatment.
Legal and insurance requirements for clinical record keeping.

How long it's kept

Adults: 7 years from your last appointment.
Under 18s: 7 years, or until age 21, whichever is longer.
Clients who are seriously ill or lack capacity: records may be kept indefinitely where needed for legal, safeguarding or insurance reasons.
Audio recordings: deleted as soon as your notes are written and checked.

At the end of the retention period I review your record and securely delete it, keeping only your name, appointment dates, payments and a brief summary.

Your rights

Ask for a copy of the information I hold about you.
Ask me to correct anything that's wrong.
Withdraw consent for anything not needed for your care or legal reasons, including session transcription.
Ask me to delete your data where it's legally appropriate.
Complain to the Information Commissioner's Office (ICO).

Withdrawing consent doesn't delete records I'm required to keep for the legal retention period. To make a request, email rebecca@arden.clinic. I'll respond within one month.