Privacy Policy
Last updated: 2026-10-20
This policy explains what information {{office_name}} ("the Office") collects through its online booking service, why, who sees it, and what choices you have. The service is provided by {{product_name}}.
Who is responsible for your information
The Office is the controller of your information: it decides what is collected and why. {{product_name}} acts as the Office's processor and host. It stores and handles your information only to run the booking service for the Office, under the Office's instructions, and does not sell it or use it for its own advertising.
What we collect
- Contact details: your name, email address and phone number, and an address if you book an at-home visit.
- Appointment details: the services, dates, times, therapist, price and payment status of your bookings, and any notes you add.
- Health information: intake form answers, contraindications and the therapist's treatment (SOAP) notes. This is the most sensitive information we hold.
- Messages: texts and emails exchanged with the Office through the service, and your text-message consent or STOP request.
- Technical data: your IP address and browser type, used to keep the service secure. Staff access to treatment notes is also recorded (see below).
- Payment data: see "Payments".
How we use it
To book, confirm, remind and change your appointments; to take payment; to treat you safely; to answer your messages; to keep the service secure and prevent fraud; and to meet legal and tax obligations. We use it for marketing only if you have separately agreed, and you can withdraw that at any time.
Payments
Card payments are processed by Stripe. Your card details are entered on Stripe's secure form and go to Stripe directly. They are never stored by the Office or by {{product_name}}. We keep only the result of the payment (paid, refunded) and the last digits and brand of the card that Stripe reports, so you can recognise it.
Text messages
If you give your mobile number we text you about your appointments. You can stop them at any time by replying STOP. We do not share your phone number or text-message consent with third parties for their marketing. Our messaging provider carries the messages for us under contract.
Health notes are encrypted and access is logged
Treatment notes are stored encrypted. Only the Office's therapists can open them in the service. Each time a note is viewed, created, changed, exported, deleted or restored, the service records who did it and when, so the Office can answer the question "who has seen my notes?".
Who we share it with
- The therapist and staff of the Office who need it to serve you.
- Service providers that run the service under contract: hosting, email delivery, text messaging (a telecom provider) and payments (Stripe). They may use your information only to provide their service to us.
- Authorities, when the law requires it.
We do not sell your personal information or share it for cross-context behavioral advertising.
How long we keep it
Booking and treatment records are kept for as long as the Office needs them to serve you and to meet professional and legal record-keeping duties. Items that are deleted in the service are held in a recoverable state before any permanent removal, which is done only on a person's instruction. If the Office stops using the service, the information is kept for 30 days after cancellation, so it can be exported, and then removed from the service.
Your rights and choices
You may ask the Office to give you a copy of your information (export), to correct it, or to delete it. Write to {{support_email}}; we will respond within 30 days and may need to confirm who you are first. Depending on where you live, including California, you may have further rights over your personal information; contact us and we will help. You can stop texts by replying STOP and unsubscribe from marketing email with the link in the message.
Security
Connections to the service are encrypted in transit. Treatment notes are encrypted at rest. Access is limited to authenticated staff, and access to notes is logged. No system is perfectly secure, and if a breach affects your information we will notify you as the law requires.
Children
The service is intended for adults. Minors may be booked only by a parent or legal guardian.
Changes to this policy
We will update this page when our practices change. The date at the top shows the latest version.
Contact
Privacy questions or requests: {{support_email}}.