The Massage Company  

Your privacy and legal rights are very important to us. Please read this policy carefully as it contains important information about how and why we collect, store, use and share your personal information, your rights regarding your personal information, marketing, cookies, privacy policies of other websites. 

The purpose of this policy is to ensure that The Massage Company handles all personal and health-related data in compliance with UK General Data Protection Regulations (GDPR) and the Data Protection Act 2018. The Massage Company stores, uses, and is responsible for client personal information. We are regulated under the GDPR, which apply in the United Kingdom. 

This policy ensures that client information is collected, stored, used, and shared safely, securely, and lawfully. 

How We Use Your Personal Information 

We process your personal information to provide you with MSK physiotherapy and Massage Therapy services. We do not collect irrelevant or unnecessary personal data. 

If you believe we hold incomplete, inaccurate, or irrelevant data, you have the right to request correction. We aim to make corrections promptly, unless there is a valid reason not to, in which case you will be informed. 

You also have the right to request complete removal of your personal data (where applicable) in accordance with data protection laws, and to object to any direct marketing from us. You may be asked to verify your identity to ensure your data is protected and secure. 

What Data We Collect 

We collect and store personal information you provide, including: 

• Title, name, date of birth, address, email, contact numbers 

• Sex, occupation/employer, duties, role 

• Medical records, insurance details, GP/consultant information 

• Referral sources and correspondence/letters from healthcare professionals  

• Current and previous health/medical information (personal and family history, work history, hobbies, goals) 

• Clinical notes and treatment plans 

• Credit card details 

Methods of collection: appointments, website queries, emails, phone calls, in-person consultations, and social media communications. 

How We Use Your Data 

The Massage Company takes your privacy seriously and we will never share your data without your consent, unless required to do so by law. We will only keep your data for as long as required. We use your personal data to: 

• Schedule and confirm appointments (including reminders) 

• Provide MSK physiotherapy and massage therapy services  

• Monitor treatment progress 

• Maintain legal clinical records and meet professional obligations 

• Communicate with healthcare professionals, insurers, or other relevant parties with your consent 

We will not share your data for marketing purposes without explicit consent. 

How We Store Your Data 

Your information is securely stored: 

• Digital records: password-protected, encrypted systems accessible only by authorised staff 

• Paper records: Any paper records are destroyed once inputted to our digital database. 

We retain data only as long as required for professional or legal reasons. You may request removal of your data in accordance with data protection laws. 

Record Retention Periods 

In line with professional guidelines, The Massage Company retains client records for the following periods: 

• Massage Therapy: Client records, including treatment notes and consent forms, are retained for 2 years from the date of the last appointment, in accordance with the UK Massage Therapy Society (UKMTS) guidelines. 

• MSK Physiotherapy: Clinical records, including assessment notes, treatment plans, and correspondence, are retained for 8 years from the date of the last treatment, in accordance with professional physiotherapy standards and legal obligations. This retention period is in accordance with the Health & Care Professions Council (HCPC) standards for physiotherapists, Chartered Society of Physiotherapy (CSP) guidance. 

All records are stored securely and confidentially, whether in paper or digital format, and will be destroyed securely once the retention period expires. 

Your Rights 

You have the right to: 

• Access any personal information we hold about you 

• Request correction of inaccurate data 

• Request deletion or restriction of processing where applicable 

• Withdraw consent to data processing 

• Object to direct marketing communications 

We will process your request promptly. Verification of identity may be required to ensure data security. 

Marketing 

We may contact you about our services, offers, or updates via email, phone, or direct message. You may opt out at any time by emailing [centre]@massagecompany.co.uk. 

Cookies & Analytics 

A cookie is a small piece of data stored on your device when visiting a website. We use cookies to optimise website performance and functionality. You can disable or remove cookies via your browser settings, but this may affect website performance. 

You can disable or delete cookies via your browser settings, though this may affect website functionality. For more information, see: AboutCookies.org and AllAboutCookies.org.  

We use Google Analytics to analyse website usage – See Googles Privacy Policy 

Third-Party Tools 

We use the following services to deliver care securely: 

• Zenoti – appointment booking, clinical notes, and electronic records. See Zenoti Privacy Notice 

• Adyen – card payments. See Adyen Privacy Statement  

• Zoom – remote sessions. See Zoom Privacy & Security 

• Microsoft Outlook – email communications. See Microsoft Privacy Statement 

All data shared with these providers is secured and used in compliance with GDPR. 

CCTV 

The centre has CCTV in public areas only for safety and security. 

• Footage is used solely for safety, emergency, or investigation purposes 

• Stored securely with restricted access 

• No recording occurs in private spaces (treatment rooms) 

Cancellations, Re-Scheduling, Appointment and Package Policy 

Physiotherapy Appointment Cancellation Policy   

 We kindly request at least 24 hours’ notice for any appointment changes or cancellations. Cancellations made with less than 24 hours’ notice will incur the full appointment fee.   

Thank you for your understanding and cooperation.  

The Massage Company Ltd is committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement. We have a fully paid registration with the Information Commissioner’s Office.

The Massage Company Ltd may change this policy from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any changes. This policy is effective from 01/03/2021

What we collect
(a) information about your computer and about your visits to and use of this website, such as your IP address, geographical location, browser type, referral source, length of visit and number of page views;
(b) information that you provide to us for the purpose of registering with us (including your name, email address, telephone number, postal address, and company details);
(c) any other information that you choose to send to us.

The statistical data will not be used to identify customers and will not be linked to a customer’s information that has already been disclosed to us.

Security
(d) We are committed to ensuring that your information is secure. To prevent unauthorised access or disclosure we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online;
(e) We will not sell or distribute your details to any third parties
(f) We comply with the Information Commissioner’s Office requirements.

Links to other websites
Our website may contain links to other websites. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.

We will comply with any customer’s request to discard their telephone number, e-mail address and postal address, in line with the Information Commissioner’s Office implementation of UK government decisions.

To request this please e-mail us using the form on our website.

What we do with the information we gather
Personal data submitted on this website will be used for the purposes specified in this privacy policy or in relevant parts of the website.

We may use your personal information to:
(a) administer the website;
(b) improve your browsing experience by personalising the website;
(c) enable your use of the services available on the website;
(d) send to you vouchers purchased via this website;
(e) send you email notifications which you have specifically requested;

SMS Services
The Massage Company utilises SMS to communicate with anyone who have opted in to receive marketing or member communication. SMS is used to confirm appointments, send reminders, and inform customers and members of appropriate offers.

You can cancel the SMS service at any time. Simply text “STOP” to the short code. Upon sending “STOP,” we will confirm your unsubscribe status via SMS. Following this confirmation, you will no longer receive SMS messages from us. To re-join, sign up as you did initially, and we will resume sending SMS messages to you.

If you experience issues with the messaging programme, reply with the keyword HELP for more assistance, or reach out directly to us on privacy@massagecompany.co.uk

Carriers are not liable for delayed or undelivered messages.

As always, message and data rates may apply for messages sent to you from us and to us from you. Message frequency varies. For questions about your text plan or data plan, contact your mobile provider.

For privacy-related inquiries, please refer to our privacy policy:
https://massagecompany.co.uk/privacy-cookie-statement/

Other Disclosures
In addition to the disclosures reasonably necessary for the purposes identified elsewhere in this privacy policy, we may disclose information about you:
(a) to the extent that we are required to do so by law;
(b) in connection with any legal proceedings or prospective legal proceedings;
(c) in order to establish, exercise or defend our legal rights (including providing information to others for the purposes of fraud prevention and reducing credit risk); and
(d) to the purchaser (or prospective purchaser) of any business or asset which we are (or are contemplating) selling.

International Data Transfers
Information that we collect may be stored and processed in and transferred between any of the countries in which we operate in order to enable us to use the information in accordance with this privacy policy.

Data Security
We will take reasonable technical and organisational precautions to prevent the loss, misuse or alteration of your personal information.

We will store all the personal information you provide on our secure servers.

Of course, data transmission over the internet is inherently insecure, and we cannot guarantee the security of data sent over the internet.

You are responsible for keeping your password and user details confidential. We will not ask you for your password.

Policy Amendments
We may update this privacy policy from time-to-time by posting a new version on our website. You should check this page occasionally to ensure you are happy with any changes.

Your Rights
You may instruct us to provide you with any personal information we hold about you in line with the new GDPR Regulations valid 25 th May 2018.

Updating Your Information
Please let us know if the personal information which we hold about you needs to be corrected or updated.

COOKIE STATEMENT
This website uses cookies to enhance the user experience. Cookies are small text files that are automatically placed on your computer when you visit websites. The vast majority of websites on the internet use cookies.

The purpose of our cookies is to make the website function correctly, to personalise the website to your preferences, and to collect information about your visit which will help us improve the website in the future. We never collect information that could identify you, or pass information to any third parties.

You can normally visit this website without identifying who you are or revealing any information about yourself. However, cookies are used to store small amounts of information on your computer, which allows certain information from your web browser to be collected. Cookies are widely used on the internet and do not identify the individual using the computer, just the computer being used. Cookies
and other similar technology make it easier for you to log on to and use our website during future visits.

By using and browsing this website, you consent to cookies being used. If you do not consent, you must disable cookies in your browser or refrain from using the site.

Most browsers allow you to refuse to accept cookies. (For example, in Internet Explorer you can refuse all cookies by clicking “Tools”, “Internet Options”, “Privacy”, and selecting “Block all cookies” using the sliding selector.) This will, however, have a negative impact upon the usability of many websites, including this one.

In addition, we use Google Analytics to analyse the use of this website. Google Analytics generates statistical and other information about website use by means of cookies, which are stored on users’

computers. The information generated relating to our website is used to create reports about the use of the website. Google will store this information. Google’s privacy policy is available at www.google.com/privacypolicy.html.

By continuing to browse the site you are agreeing to our use of cookies.