This policy explains how Elite Motion Rehab collects, uses and protects your personal information, in line with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018 and the standards of the British Association of Sport Rehabilitators and Trainers (BASRaT).

1. Who I am

Elite Motion Rehab is run by Matthew Borland, a BASRaT-registered Sports Rehabilitator, based inside Three Sixty Gym, 17a Bridge Street, Walton-on-Thames, KT12 1AE. I am the data controller for the information you give me, and I am registered with the Information Commissioner's Office (ICO registration number [add number]).

If you have any questions about your data, contact me at elitemotionrehab@gmail.com or on 07523 986 827.

2. What information I collect

• Contact details: your name, date of birth, address, phone number and email address.
• Health information: your medical history, details of your injury or symptoms, assessment findings, treatment notes and exercise programmes. This is "special category" data, which the law protects more strictly.
• Booking and payment details: your appointments, invoices and payment records. Card payments are processed securely by Stripe; I never see or store your full card details.
• Messages: anything you send me through the website contact form, email, phone, text or Instagram.
• Website information: basic technical information collected by cookies, explained in section 8.

3. How and why I use it

• To assess and treat you. This is necessary to provide the service you have asked for (contract). I process your health information because it is needed to provide health care by a professional bound by a duty of confidentiality (UK GDPR Article 9(2)(h) and the Data Protection Act 2018, Schedule 1).
• To manage bookings, reminders and payments. Necessary to provide the service (contract).
• To keep accurate clinical records. Required by law and by my professional body, BASRaT (legal obligation).
• To reply to enquiries. In my legitimate interest of running the clinic.
• To send news or offers. Only if you have opted in (consent), and you can unsubscribe at any time.
• Reviews, photos and testimonials. I will only use your name, words or image publicly with your written consent.

4. Who I share it with

I never sell your information. I only share it where necessary with trusted service providers who process it on my behalf and must keep it secure:

• Cliniko, my practice management and online booking system, which holds appointment details and clinical notes.
• Stripe, which processes online card payments.
• Google, which provides my email.
• My website host, which receives messages sent through the contact form.

With your consent, I may share relevant information with your GP or another healthcare professional involved in your care. I may also share information without consent where the law requires it, or where there is a serious risk of harm to you or someone else.

Some of these providers may store data outside the UK. Where this happens, your information is protected by approved safeguards, such as UK adequacy regulations or standard data protection contracts.

5. How long I keep it

• Clinical records: for adults, 8 years after your last appointment. For patients under 18, until their 25th birthday, or 8 years after their last appointment if that is later. This follows professional and healthcare record-keeping guidance.
• Financial records: 6 years, as required by HMRC.
• Enquiries that do not lead to a booking: up to 12 months.

After these periods, your information is securely deleted.

6. Your rights

You have the right to:

• ask for a copy of the information I hold about you
• ask me to correct anything that is wrong or incomplete
• ask me to delete your information (although I may need to keep clinical and financial records for the periods above)
• ask me to limit or stop using your information in certain ways
• ask for your information to be transferred to you or another provider
• withdraw your consent at any time, where I rely on consent

To use any of these rights, contact me using the details in section 1. There is no charge, and I will respond within one month.

7. Keeping your information safe

Your records are stored securely in Cliniko, which uses encryption and password protection. My devices are password protected, and any paper notes are kept locked away and securely destroyed when no longer needed. Everything you tell me is treated as confidential, in line with BASRaT's Code of Conduct.

8. Cookies

This website uses essential cookies to work properly. If analytics or advertising cookies are used (for example, to measure Google Ads), you will be asked for your consent first, and you can change your choice at any time.

9. Complaints

If you are unhappy with how your information has been handled, please contact me first so I can put it right. You also have the right to complain to the Information Commissioner's Office at ico.org.uk or on 0303 123 1113.

10. Changes to this policy

I may update this policy from time to time. The latest version will always be on this page.

These terms apply to all appointments with Elite Motion Rehab. By booking, you agree to them. Please read them alongside the privacy policy.

1. About me

Elite Motion Rehab is run by Matthew Borland, a BASRaT-registered Sports Rehabilitator with full professional indemnity insurance. I work to BASRaT's Code of Conduct and standards of practice.

2. Booking

You can book online, by phone or by email. No GP referral is needed. Please give accurate and complete information when booking and on your health questionnaire.

3. Your health and consent

• At your first appointment, I will ask about your health and medical history. Please tell me about any changes before future sessions.
• I will explain my findings and the treatment I recommend, including any risks, and ask for your consent before going ahead. You can ask questions, decline any part of treatment, or ask me to stop at any time.
• You are welcome to bring a friend or family member with you to any appointment.
• If I believe treatment is not suitable for you, I will explain why and advise you to see your GP or another appropriate professional.
• Patients under 18 need consent from a parent or guardian, who should attend the appointment.

4. Prices and payment

• Prices are shown on the prices page. If prices change, any appointment you have already booked keeps its original price.
• [Choose one: Payment is taken when you book online. / Payment is due at the end of your appointment.] You can pay by card, cash or bank transfer. Online card payments are processed securely by Stripe.

5. Session bundles

• Bundles are paid in full in advance and can be used for follow-up sessions or 60-minute massages.
• Bundles are valid for [12 months] from the date of purchase and are for the person who bought them only.
• [Confirm refund rule, for example: unused sessions can be refunded at the full single-session price for any sessions already used.]

6. Cancellations and missed appointments

• Please give at least one working day's notice if you need to cancel or move an appointment, so the slot can be offered to someone else.
• Cancellations with less notice, and missed appointments, are charged at the full session price, or the session is deducted from your bundle.
• If you arrive late, your session may need to be shortened so the next patient is not kept waiting, and the full price still applies.
• If I need to cancel, I will give as much notice as possible and offer a new time or a full refund.

7. Mobile clinic

Home and club visits are available on Mondays at the usual session price plus a travel fee, which will be agreed with you before booking. Please make sure there is a safe, suitable space for treatment. For patients under 18, a parent or guardian must be present.

8. What to expect from treatment

I will always do my best to help you recover and reach your goals, but every person and injury is different, so specific results cannot be guaranteed. Your progress also depends on following the advice and exercise programme agreed with you.

9. Behaviour

I am committed to treating every patient with dignity and respect, and I ask the same in return. I may end an appointment if behaviour is abusive, threatening or inappropriate.

10. Liability

Nothing in these terms limits my liability for death or personal injury caused by negligence, or anything else that cannot be limited by law. I am not responsible for problems that result from information you did not tell me, or from not following the advice given.

11. Feedback and complaints

If you are unhappy with any part of your care, please tell me so I can put it right. I will acknowledge your complaint within [5] working days. If you are still not satisfied, you can raise your concern with BASRaT, the professional body I am registered with, at basrat.org.

12. Governing law

These terms are governed by the law of England and Wales.