Any cancellations or rescheduled appointments should be made 24 hours in advance of your treatment (including Gift Vouchers bookings) to provide adequate notice to the therapist to offer the appointment to someone else.
Appointments cancelled or rescheduled with less than 24 hours notice will incur a fee equivalent to 50% of the full cost of the chosen treatment. Missed appointments (including Gift Vouchers appointments) without notification will incur a fee equivalent to the full cost of the chosen treatment.
Equilibrium Therapy Clinic Terms & Conditions
Therapists at Equilibrium Therapy Clinic are independent practitioners; in the document below ‘we’, ‘us’ and ‘our’ refer to your specific therapist.
We take privacy seriously and only ever use your personal information to meet legal requirements and to provide the best treatment possible.
How do we collect information?
We collect information through the contact details that you use to engage with a clinic booking or through any information you additionally give us to help deliver your treatment.
We make it our responsibility to regularly review and update your information, to ensure it is up to date. However, please let us know as soon possible should any of your information have changed.
What information do we store?
The information we collect includes but is not limited to: name, address, telephone number, email address, occupation, sport and hobbies, medical history (including medication, past injuries, operations, medical procedures and life events), doctor details, details of your present injury, treatment requirements and treatment results.
How is your information stored?
Your individual therapist is responsible for your details and may store them either on paper or electronically. Due to legislation, regulatory and insurance requirements we are required to retain your information even after your treatment is complete, usually up to 20 years. Your information may be stored for longer in the interests of your care and ongoing treatments.
How is your information used?
In order to provide our best services, and depending on your specific circumstances, your information may be used to:
- contact you by email or telephone (you may opt out of marketing emails at any time)
- provide a personalised treatment that best suits your needs
- keep our database updated to meet legal and regulatory obligations
Who has access to your information?
We are solely responsible for your information. We will not sell, rent or give your details to third parties for any purposes, including marketing.
We can provide all information we have about you to yourself or others (such as your doctor) upon receiving a written and signed request from you.
Third Party Service Providers working on our behalf
Our online booking system is run by FRESHA, who are fully compliant with the General
Data Protection Regulation (GDPR). They have a strict privacy policy in place and will not sell or share
user data and are SSAE16 SOC 2, Type 2 plus HIPAA compliant. As per Privacy Shield regulations, they have strict policies on secure data transfer outside of the European Union and follow appropriate, industry standard security measures and precautions including notifying regulators and users of any breaches.
Our email database and campaigns are run via MailChimp, who are also GDPR compliant and are EU-US and Swiss-US Privacy shield certified and SOC II Type 2 compliant.
Website
Our website may track visits using Google Analytics for statistical purposes. This includes visitor locations and pages visited, but is not attached to any private information. We use cookies to identify and analyse page usage. Cookies help us to improve the website by telling us which pages are most commonly visited and which are least popular. They in no way give us access to your computer or any personal information.
Our website data is only stored temporarily and only ever used for statistical analysis.
Security precautions in place to protect the loss, misuse or alteration of your information
We strive to guard your personal information and confidentiality, and aim to ensure all information is stored on secure computer systems or physically locked away. However, we cannot guarantee the security of any information you send to us, and as such you do so at your own risk.
Your rights
Access to your information
You have the right to request a copy of the personal information we have stored about you.
Correcting your information
It is important that your information is accurate, up to date, and complete. You may request amendments to any information you believe to be not correct.
Deletion of your information
We are legally required to retain your data, for periods typically up to 20 years. After the required legal requirement has expired, you have the right to ask us to delete personal information if:
- You consider that we no longer require the information for the purposes for which it was obtained
- You have validly objected to our use of your personal information or/and the use of your personal information is contrary to law or our other legal obligations
- You withdraw your consent (see below)
Restricting how we may use your information
You may ask us to restrict how we use your personal information in certain circumstances. This can apply to the updating of your personal information or when objections are raised to the use of your information. The right can also apply where your personal information is no longer in use but you do not want it deleted. If this right is exercised, we may only use the relevant personal information with your consent, for legal claims or where there are other public interest grounds to do so.
Withdrawing consent to use your information
Where your personal information is used with your consent, you may withdraw that consent at any
time and we will stop using your personal information for the purposes for which consent was given.
Complaints
We always seek to directly resolve all complaints about how we handle your personal information.
Please let us know if you have any questions or concerns to any of the above.
For any complaints contact Marta Williams directly at [email protected]
Date: 29th January 2026
