Policies


Clinic Policies

Terms & Conditions

All services purchased from Elite Physio and Therapy must be preceded by the applicant acknowledging, by way of completing a consent and PAR-q form. All applicants under the age of 18 years must have consent, in written form, from a parent or guardian. The applicant also agrees to abide by the rules and regulations of the clinic and acknowledges that these rules and regulations may change from time to time. Furthermore, all applicants release Elite Physio and Therapy, its owners, directors, managers and all employees of all liability regarding 1) any injury to self or child 2) any loss or damage to personal property.

Registration & Purchase

To register or purchase from the Elite Physio and Therapy online booking system, you must be over eighteen years of age. You must ensure that the details provided by you on registration or at any time are correct and complete.

Cancellation Policy

Twenty four hours notice is required for the cancellation of appointments/classes.
Appointments/classes that are cancelled with less than twenty four hours will be charged the full fee.

Professional course cancellations at any date are refundable with exclusion to the non refundable deposit.

Return / Refund Policy

All monies paid are non refundable.

Recommend a Friend

Recommend a friend to us and you will each have £20 credit applied to your account to spend on anything you like. To qualify your friend must book a follow-up treatment (promotion excludes initial treatment/session) and they must mention you upon booking and also write on their registration form.



Security Policy

Why This Policy Exists

This data protection policy ensures that Elite Physio and Therapy complies with data protection law and follows industry best practices to protect the rights of staff, customers, affiliates, and partners and is open about how it stores and processes individuals’ data to protect from the risks of a data breach

EU General Data Protection Regulation (GDPR) Protection Law

The GDPR (General Data Protection Regulation) protection law describes how organisations who conduct business with individuals or entities located in EU (European Union) nations — including Elite Physio and Therapy — must collect, handle, and store personal information.

These rules apply regardless of whether data is stored electronically, on paper, or in any other manner.

To comply with the law, personal information must be collected and used fairly, stored safely, and not disclosed unlawfully. The EU GDPR is underpinned by eight core principles. These state that personal data must:

Be processed fairly and lawfully
Be obtained only for specific, lawful purposes
Be adequate, relevant, and not excessive
Be accurate and kept up to date
Not be held for any longer than necessary
Processed in accordance with the rights of data subjects
Be protected in appropriate ways
Not be transferred outside the European Economic Area (EEA), unless that country or territory also ensures an adequate level of protection.

1. Policy Statement

Every day our business will receive, use, and store personal information about our customers, affiliates, partners, and colleagues. It is important that this information is handled lawfully and appropriately, in line with the requirements of the Data Protection Act 2018 and the General Data Protection Regulation (collectively referred to as the ‘Data Protection Requirements’).

We take our data protection duties seriously, because we respect the trust that is being placed in us to use personal information appropriately and responsibly.

2. About This Policy

This policy and any other documents referred to in it, sets out the basis on which we will process any personal data that we collect or process. This policy does not form part of any employee’s contract of employment and may be amended at any time.

The company as a whole is responsible for ensuring compliance with the Data Protection Requirements and with this policy. Any questions about the operation of this policy or any concerns that the policy has not been followed should be referred in the first instance to the Data Protection Officer.

3 . What is Personal Data?

Personal data is defined as data, (whether stored electronically or paper based) relating to a living individual who can be identified directly or indirectly from that data, (or from that data and other information in our possession).

Processing is any activity that involves use of personal data. It includes obtaining, recording, or holding the data, organizing, amending, retrieving, using, disclosing, erasing, or destroying it. Processing also includes transferring personal data to third parties under privacy control conditions.

Sensitive personal data includes contact info, address, session activity on the platform, IP location etc. Sensitive personal data can only be processed under strict conditions, and used for express purpose that it was collected for.

4. Data Protection Principles

Anyone processing personal data, must ensure that data is:

A. Processed fairly, lawfully and in a transparent manner.
B. Collected for specified, explicit, and legitimate purposes and any further processing is completed for a compatible purpose.
C. Adequate, relevant and limited to what is necessary for the intended purposes.

Accurate and where necessary, kept up to date.
Kept in a form which permits identification for no longer than necessary for the intended purposes.
Processed in line with the individual’s rights and in a manner that ensures appropriate security of the personal data, including protection against unauthorized or unlawful processing and against accidental loss, destruction, or damage, using appropriate technical or organizational measures.
Not transferred to people or organizations situated in countries without adequate protection and without firstly having advised the individual.

5. Fair and Lawful Processing

The Data Protection Requirements are not intended to prevent the processing of personal data, but to ensure that it is done fairly and without adversely affecting the rights of the individual. In accordance with the General Data Protection Regulation (GDPR), we will only process personal data where it is required for a lawful purpose. The lawful purposes include (amongst others): whether the individual has given their consent, the processing is necessary for performing a contract with the individual, for compliance with a legal obligation, or for the legitimate interest of the business. When sensitive personal data is being processed, additional conditions must be met.

A. Collection of Information
We receive and store information about you such as:

Information you provide us which includes: your name, email address, address or postal code, payment method, and telephone number.

We collect this information in a number of ways, including manual entry while you are using our service, interact with our customer service, participate in surveys or marketing promotions, provide reviews or ratings, set preferences in your profile/account, or otherwise provide information to us through our service or elsewhere.

Information we collect automatically: We collect information regarding you and your use of our service, your interactions with us and our advertising.

This information includes:

Details regarding your interactions with customer service such as the date, time and reason for contacting us, transcripts of any chat conversations that you initiate and in the event that you initiate phone support, your phone number.

B. Use of Information

We use the information we collect to provide, analyse, administer, enhance, and personalise our services and marketing efforts, to process your registration, your orders, your payments, and your communication on these and other topics.

Our primary aim is always to enhance the user experience.

6. Processing for Limited Purposes

In the course of our business, we may collect and process personal data, which may include data that we receive directly from a data subject and data we receive from other sources including location data, payment and delivery services.

We will only process personal data for the specific purposes or for any other purposes specifically permitted by the Data Protection Requirements. We will notify those purposes to the data subject when we first collect the data or as soon as possible thereafter.

7 . Notifying Individuals

If we collect personal data directly from an individual, we will inform them about: 

The purpose or purposes for which we intend to process that personal data, as well as the legal basis for the processing. Permission will be asked if we require to share or disclose personal information with third parties, such as referral to another medical professional. Their right to request from us as the controller access to and rectification or erasure of personal data or restriction of processing. Their right to object to processing and their right to data portability.
Their right to withdraw their consent at any time (if consent was given) without affecting the lawfulness of the processing before the consent was withdrawn. The right to lodge a complaint with the Information Commissioner’s Office. Other sources where personal data regarding the individual originated from and whether it came from publicly accessible sources. Whether the provision of the personal data is a statutory or contractual requirement, or a requirement necessary to enter into a contract, as well as whether the individual is obliged to provide the personal data and any consequences of failure to provide the data. The existence of automated decision-making, including profiling and meaningful information about the logic involved, as well as the significance and the envisaged consequences of such processing for the individual. If we receive personal data about an individual from other sources, we will provide them with this information as soon as possible (in addition to telling them about the categories of personal data concerned) but at the latest within One (1) month.

We will also inform data subjects whose personal data we process, that we are the data controller with regard to that data and our contact detail regarding data protection act is info@elitephysioandtherapy.com, and who the Data Protection Compliance Manager/Data Protection Office is.

8. Adequate, Relevant and Non-Excessive Processing

We will only collect personal data to the extent that it is required for the specific purpose notified to the data subject.

9. Accurate Data

We will ensure that personal data we hold is accurate and kept up to date. We will check the accuracy of any personal data at the point of collection and at regular intervals afterwards. We will take all reasonable steps to destroy or amend inaccurate or out-of-date data.

10. Timely Processing

We will not keep personal data longer than necessary for the purpose or purposes for which it was collected. We will take all reasonable steps to destroy or erase from our systems, all data which is no longer required.

11 . Processing in line with Data Subject’s Rights

We will process all personal data in line with data subjects’ rights, in particular their right to:

Confirmation as to whether or not personal data concerning the individual is being processed. Request access to any data held about them by a data controller. Request rectification, erasure or restriction on processing of their personal data. Lodge a complaint with a supervisory authority. Data portability. Object to processing including for direct marketing. Not be subject to automated decision making including profiling in certain circumstances.

12. Data Security

We will take appropriate security measures against unlawful or unauthorized processing of personal data and against the accidental or unlawful destruction, damage, loss, alteration, or unauthorised disclosure of or access to personal data transmitted, stored, or otherwise processed .

We will put in place procedures and technologies to maintain the security of all personal data from the point of the determination of the means for processing and point of data collection to the point of destruction.

We will maintain data security by protecting the confidentiality, integrity, and availability of the personal data, defined as follows:

Confidentiality: Only people who are authorised to use the data can access it.
Integrity: Personal data should be accurate and suitable for the purpose for which it is processed .
Availability: Authorised users should be able to access the data if they need it for authorised purposes.

13. Our Security Procedures:

Securing lockable desks and cupboards all the time. Desks and cupboards should be kept locked if they hold confidential information of any kind (Personal information is always considered confidential).
Data minimisation will be practiced.

Methods of disposal: Paper documents would be shredded. Digital storage devices would be physically destroyed when they are no longer required. Electronic data would be deleted once it’s intended purpose is fulfilled.

Equipment: Staff has to ensure that individual monitors do not show confidential information to passers-by and that they log off from their PC when it is left unattended.

14. Disclosure and Sharing of Personal Data

We may share personal data we hold with any member of our group for the purpose in which it is intended for use. We may time to time disclose information to third parties, such as referral to another medical professional. Permission will be asked prior to disclosure if we require to share or disclose personal information.

15. Subject Access Requests

To these ends, the company has a privacy statement setting out how data relating to individuals is used by the company.

Individuals must make a formal request for information we hold about them. Employees who receive a request should forward it to the data controller immediately.

When receiving telephone enquiries, we will only disclose personal data we hold on our systems if the following conditions are met:

We will check the caller’s identity to make sure that information is only given to a person who is entitled to it.
We will suggest that the caller put their request in writing if we are not sure about the caller’s identity and where their identity cannot be checked.

Where a request is made electronically, data will be provided electronically when possible.
Our support team will refer a request to the data processing department or the Data Protection Compliance Manager for assistance in difficult situations.

16. Changes to this Policy

We may modify this Privacy Statement at any time, but we will provide prominent advance notice of any material changes to this Statement, such as posting a notice through the Services, on our websites, or sending you an email, to provide you the opportunity to review the changes and choose whether to continue using the Services.

Elite Physio and Therapy Ltd

Registered Company No. 10577312

Registered Office: First Floor, 21/23 Hall Road, Bowdon, Cheshire, United Kingdom, WA14 3AY

Tel: 07950 860215

Email: info@elitephysioandtherapy.com