Terms and Conditions

I am a full member of the Association of Reflexologists (AoR), Federation of Holistic Therapists (FHT) and The Association of Reproductive Reflexologists (ARR). Being a member of these professional bodies demonstrates that I have completed quality, nationally recognised qualifications and training in the therapies that I practice.

As a member:

I am bound by the Codes of Practice and Ethics of the respective professional bodies;
I follow their Good Practice Policy and hygiene guidance to ensure client safety;
I have professional indemnity insurance, as required;
I comply with the Continuing Professional Development requirements of each body, which ensures my practice is kept up to date;
I am compliant with GDPR data protection. Your information will remain confidential at all times. Please refer to my separate privacy policy; and
As a professional and highly qualified complementary therapist, I will provide you with the appropriate bespoke treatment and support.

Appointments

When making an appointment you agree to these Terms and Conditions;
When making the appointment, you agree to an initial consultation with me prior to your first treatment and you will disclose any relevant medical or lifestyle information; and
You will keep me informed of any medical or lifestyle changes at the start of all subsequent treatments.
If you are late for your appointment I will have to curtail your treatment as I will need to finish on time to be ready for my next client.

Fees

A full list of my treatment fees are here ;
Payment should be made by card or cash on the day of the appointment, although I reserve the right to request payment in full at the time of booking; and
If you present with any condition or symptom that could be a contraindication, I reserve the right to postpone your treatment until medical advice is sought.

Cancellation Policy

I have a 24 hour cancellation policy. As you are aware the business is dependent on the number of clients I can see during working hours. Therefore, if you are unable to make your arranged appointment, you agree to provide me with at least 24 hours notice. This will allow me the option to re book the time slot with someone on the waiting list;
Appointments cancelled with less than 24 hours notice, or failure to attend your appointment without notification, will be charged in full. (A secure link to pay by card will be sent to you). NB: This does not apply to maternity clients post 37 weeks pregnant;
and
Should I become unwell or unable to give you the treatment, I shall inform you as early as possible.

Treatment packages

Following your initial consultation and appointment I offer the option to book a package of treatments. These are provided at a reduced price as they are paid for in advance;
Where an appointment is booked and missed, the cancellation policy will apply;
When booked these packages are non refundable; and
These treatment packages are to be used within 6 months of payment.

Vouchers

I sell gift vouchers for treatments, which are subject to a 6 month expiration;
The cancellation policy applies to gift vouchers (see 3 above);
Where a booked appointment is missed, that element of the gift voucher, or the voucher itself is forfeited and will not be rebooked; and
Gift vouchers are non refundable.

Use of background music

I only play Royalty free music when undertaking treatments and therefore I am not required to have a Music License. Unless you are in your own home, I am unable to play your preferred music selection due to UK laws.

Special Treatment Licence

As required under the Essex Act 1987, I hold a Special Treatment Licence with Essex County Council.

General Data Protection Regulation (GDPR)

YOUR PERSONAL INFORMATION – GENERAL DATA PROTECTION REGULATION (GDPR)

GDPR brought in new legal protection for personal information from May 2018. This form sets out the personal information that I hold and why, and what your rights are in relation to your personal data.

By completing your consultation form, you have agreed to the contents of this Privacy & Consent Notice.

Name (also data controller):	Penelope Morrison; trading as Penelope Morrison Complementary Therapies
E mail:	info@penelopemorrison.co.uk
Telephone:	07971 245750
Address:	9 Surman Crescent, Hutton, Brentwood, Essex. CM13 2PP

The purpose of processing client data

I hold and use client data in order to provide you with the best possible treatment options, support and advice.

Lawful basis for holding and using client information

The lawful basis under which I hold and use for information is my legitimate interest – i.e. my requirement to retain the information in order to provide you with the best possible treatment options and advice. As I hold special category data (i.e. health related information), the Additional Condition under which I hold and use this information is as follows:

for me to fulfil my role as a health care practitioner bound under the AoR and FHT (the professional bodies to which I am a member of) Confidentiality as defined in their Codes of Practice and Ethics.

What information I hold and what I do with it

In order to give professional complementary treatments, I will need to ask for and keep information about your health. I will only use this for informing complementary therapy treatments and any advice that I give as a result of your treatment.

The information to be held is:

Your contact details;
Medical history;
Other health-related information; and
Treatment details and related notes

I will NOT share your information with anyone else without explaining why it is necessary, and getting your explicit consent. I will keep your information for 8 years following your last treatment in line with the lawful basis listed above. I will dispose your information by the deletion and shredding of electronic and physical data after this period.

Protecting your personal data

I am committed to ensuring that your personal data is secure. In order to prevent unauthorised access or disclosure, I have put in place appropriate technical, physical and managerial procedures to safeguard and secure the information that I collect from you.

I will contact you using the contact preferences you have given me.

Your rights

GDPR gives you the following rights:

The right of access: To see your therapist’s records of your personal information, so you know what is held about you and can verify it.
The right to rectification: To tell your therapist to make changes to your personal information if it is incorrect or incomplete.
The right to erasure (also called “the right to be forgotten”): For you to request your therapist to erase any information they hold about you
The right to restrict processing of personal data: You have the right to request limits on how your therapist uses your personal information
The right to data portability: under certain circumstances you can request a copy of personal information held electronically so you can reuse it in other systems.
The right to object: To be able to tell your therapist you don’t want them to use certain parts of your information, or only to use it for certain purposes.
Right to withdraw consent at any time: where processing is based on your consent.

Full details of your rights can be found at https://ico.org.uk/for-organisations/guide-to-the-general-data-protection-regulation-gdpr/individual-rights/. If you wish to exercise any of these rights, please email me at info@penelopemorrison.co.uk If you believe that I have not respected one or more of these rights, you are entitled to raise a formal complaint, as set out below.

How to complain

Should you have any concerns about the use of your data, please refer to my GDPR Complaints Procedure, which can be found below. Your complaint will be acknowledged within 30 days of receipt.

If you are dissatisfied with my response, you can lodge a complaint to the Information Commissioner’s Office; their contact details are at: www.ico.org.uk

Therapist’s rights

Please note:

if you do not agree to Penelope Morrison Complementary Therapies keeping records of information about you and your treatments, or if you do not allow the use of the information in the way needed for treatments, I may not be able to treat you;
As your complementary therapist, I am required to keep your records of treatment for 8 years as described above, which may mean that even if you ask me to erase any details about you, I may have to keep these details until after that period has passed;
I can move my records between computers and IT systems, as long as your details are protected from being seen by others without your permission.

GDPR Complaints Procedure

How we handle your data protection concerns

1. About This Document

This document sets out the complaints procedure for Penelope Morrison Complementary Therapies (referred to as “we”, “us” and “our” throughout this document). It explains how we will handle any complaint you make about the way we collect, use, store, share or otherwise process your personal data under the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

Important: This procedure applies to GDPR and data protection complaints only. For all other types of complaint, please refer to our general Complaints Policy.

2. Our Contact Details

All GDPR-related complaints should be directed to us using the contact details below.

Business Name	*Penelope Morrison Complementary Therapies*
Registered Address	*9 Surman Crescent, Hutton, Brentwood CM13 2PP*
Complaints Email	*Info@penelopemorrison.co.uk*
Complaints Post	*Penelope Morrison (postal address and e mail as above)*
Privacy Policy	*www.penelopemorrison.co.uk/terms-conditions/ (copy can be provided on request)*

3. Your Rights Under UK GDPR

You have the following rights in relation to the personal data we hold about you:

The right to access the personal data we hold about you (a Subject Access Request)
The right to rectification — to have inaccurate or incomplete data corrected
The right to erasure (‘the right to be forgotten’) in certain circumstances
The right to restrict processing of your personal data
The right to data portability — to receive your data in a structured, machine-readable format
The right to object to processing, including for direct marketing purposes
The right to withdraw consent at any time where processing is based on your consent

If you believe we have not respected one or more of these rights, you are entitled to raise a formal complaint using the procedure set out in this document.

4. How to Make a Complaint

Please submit your complaint in writing either by post or email using the contact details in Section 2. To help us investigate your concern as efficiently as possible, please include:

Your full name and preferred contact details
A clear description of your concern and which data protection right(s) you believe have been affected
The approximate date(s) when the issue occurred
Any relevant reference numbers, correspondence or documents

5. Our Complaints Process

Once we receive your complaint, we will follow the five steps below. We are committed to handling all complaints promptly, fairly and confidentially.

Acknowledgement — within 30 days

We will acknowledge your complaint in writing within 30 days of receiving it, confirming that we have recorded it and will be investigating.

Requesting Further Information

If we need any additional details to fully investigate your complaint, we will contact you as soon as possible and explain what we need and why.

Investigation & Review

We will carry out a thorough and impartial review of your complaint. We will agree a realistic timescale with you once we have all necessary information, and we will keep you updated if there are any delays.

Decision & Outcome

We will communicate the outcome of our investigation to you clearly and in writing within one calendar month of receiving all the information needed (this may be extended by up to two further months for complex complaints — we will notify you if this is the case).

Closure or Escalation

If you are satisfied with the outcome, we will close your complaint. If you remain dissatisfied, you have the right to refer your complaint to the ICO free of charge (see Section 6 below).

6. Escalating Your Complaint to the ICO

If you remain dissatisfied with our response, you have the right to lodge a complaint with the Information Commissioner’s Office (ICO) — the UK’s independent supervisory authority for data protection. This service is free of charge.

ICO website: https://ico.org.uk/make-a-complaint/

ICO helpline: 0303 123 1113 (Monday–Friday, 9am–5pm)

ICO postal address: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF