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Privacy Policy

1. About this Privacy Notice

Valour Physiotherapy & Pilates Ltd (“Valour”, “we”, “us” or “our”) is committed to protecting your privacy and handling your personal information responsibly, securely and transparently.

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This Privacy Notice explains how we collect, use, store and share personal information when you enquire about, book or use our services, visit our website, communicate with us or otherwise interact with Valour.

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We process personal information in accordance with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018 and other applicable data protection legislation.

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This Privacy Notice applies to Valour's physiotherapy, Pilates, rehabilitation, wellness and related services.

Valour Education operates additional processes relating to learners and education and may provide separate privacy information where appropriate.

 

2. Information We May Collect

Depending on how you interact with Valour, we may collect information including:

  • Your name and contact details, such as your email address and telephone number

  • Information you provide when making an enquiry or booking

  • Information about the services or classes you are interested in

  • Information you voluntarily provide about your mobility, accessibility requirements or support needs

  • Health information relevant to the safe and appropriate provision of physiotherapy, rehabilitation or exercise services

  • Appointment, attendance and booking information

  • Payment and transaction information

  • Communications between you and Valour

  • Marketing preferences and consent records

  • Information submitted through our website, booking platforms or social media advertising forms

 

We aim to collect only information that is relevant and necessary for the purpose for which it is being used.

 

3. How We Collect Your Information

We may collect personal information when you:

  • Contact us by telephone, email, WhatsApp or another communication method

  • Make an enquiry through our website

  • Book an appointment, class or service

  • Register with one of our booking systems

  • Attend the clinic or studio

  • Complete a screening, consent, assessment or feedback form

  • Communicate with one of our practitioners or team members

  • Subscribe to receive communications from us

  • Interact with Valour through social media

  • Respond to an online advertisement or enquiry form

  • Attend an event or promotional activity

  • Provide information to us through another authorised person or organisation

 

We may also receive information from healthcare professionals, insurers or other organisations where you have authorised this or where there is another lawful basis for the information to be shared.

 

4. Health and Clinical Information

Because Valour provides healthcare, rehabilitation and exercise services, we may need to process information concerning your health.

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This may include medical history, injuries, symptoms, diagnoses, medications, treatment information, mobility, accessibility requirements and other information relevant to your care or participation.

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We will only process health information where there is an appropriate lawful basis and condition for processing under UK data protection law.

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Access to clinical and health information is restricted to authorised individuals where appropriate.

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Information collected for a general Pilates or service enquiry will be limited to what is reasonably necessary. More detailed health information will normally be collected through our appropriate screening or clinical assessment processes where required.

 

5. How We Use Your Information

We may use personal information to:

  • Respond to enquiries

  • Arrange and manage appointments and classes

  • Provide physiotherapy, rehabilitation, Pilates and other Valour services

  • Assess suitability for a service or activity

  • Provide safe and appropriate treatment, rehabilitation or exercise

  • Make reasonable adaptations where required

  • Communicate with you regarding your appointments, bookings or care

  • Process payments and maintain financial records

  • Communicate with insurers or other healthcare professionals where appropriate

  • Maintain clinical and administrative records

  • Manage memberships and class bookings

  • Provide customer service

  • Obtain and respond to feedback

  • Improve and develop our services

  • Meet professional, regulatory, insurance and legal obligations

  • Protect the safety of our clients, staff and business

  • Provide information about Valour services, events or offers where permitted

 

6. Our Lawful Bases for Processing

We only process personal information where we have an appropriate lawful basis.

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Depending on the circumstances, this may include:

Contract – where processing is necessary to provide a service you have requested or to take steps before entering into a contract.

Legal obligation – where we are required to process or retain information by law.

Legitimate interests – where processing is reasonably necessary for the operation and development of our business and those interests do not override your rights.

Consent – where we have specifically asked for your permission.

Vital interests – in limited circumstances where processing may be necessary to protect someone's life.

 

Where special category information such as health data is processed, we will also ensure that an appropriate additional condition for processing applies.

 

7. Booking and Communication Systems

Valour uses third-party systems and service providers to help us operate our services.

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These may include systems used for:

  • Clinical records and appointment management

  • Pilates and class bookings

  • Payment processing

  • Email and communications

  • Website hosting

  • Forms and questionnaires

  • Business administration

  • Marketing and advertising

 

These providers may process personal information on our behalf. We take reasonable steps to use reputable providers and ensure appropriate data protection arrangements are in place where required.

 

8. Website, Social Media and Online Enquiries

  • When you contact Valour through our website, social media accounts, online forms or advertising platforms, we may receive the information you choose to provide.

  • This may include your name, contact details, the service you are interested in and answers you provide to enquiry questions.

  • We use this information primarily to respond to your enquiry and provide relevant information about our services.

  • Information submitted through third-party platforms may also be processed by the provider of that platform in accordance with its own privacy practices.

 

9. Marketing Communications

We may send information about Valour services, events, news and offers where we have an appropriate lawful basis to do so.

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Where consent is required, we will ask for it.

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Making an enquiry, attending an appointment or completing an enquiry form does not automatically mean that you have consented to receive ongoing marketing communications.

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You can unsubscribe from marketing communications at any time using the unsubscribe option provided or by contacting us.

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Your existing policy similarly provides that marketing is subject to consent or another appropriate UK GDPR lawful basis and allows individuals to withdraw marketing consent.

 

10. Photography and Video

We may occasionally take photographs or video recordings for purposes such as marketing, social media, education or promotion.

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Where an individual is identifiable, we will establish an appropriate lawful basis and obtain consent where required.

You can decline to participate in photography or filming without this affecting your ability to access our services.

 

11. Sharing Your Information

We do not sell personal information.

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We may share personal information where necessary and lawful with organisations or individuals such as:

  • Healthcare professionals involved in your care

  • Insurers or healthcare funding providers

  • Professional advisers

  • IT, software and booking-system providers

  • Payment processors

  • Regulatory or professional bodies

  • Public authorities where disclosure is legally required

  • Other service providers acting on our behalf

 

We will only share information where there is an appropriate reason to do so and will seek to limit information to what is necessary.

 

12. How We Protect Your Information

We take appropriate technical and organisational measures to protect personal information against unauthorised access, disclosure, alteration, loss or misuse.

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Measures may include:

  • Password-protected systems

  • Secure cloud-based services

  • Restricted access according to staff roles

  • Secure storage of records

  • Appropriate disposal of confidential information

  • Staff confidentiality requirements

  • Review of access permissions and security arrangements

 

Your existing policy already establishes these principles for secure storage and restricted access.

 

13. How Long We Keep Your Information

We retain personal information only for as long as reasonably necessary for the purpose for which it was collected and to meet applicable clinical, professional, legal, regulatory, insurance, financial and operational requirements.

 

Different categories of information may therefore have different retention periods.

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For example, clinical records may need to be retained for longer than general enquiry information because of professional, legal or insurance requirements.

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When information is no longer required, it will be securely deleted, destroyed or anonymised where appropriate.

 

14. Your Data Protection Rights

Depending on the circumstances, UK data protection law may give you the right to:

  • Be informed about how your personal information is used

  • Request access to personal information we hold about you

  • Request correction of inaccurate or incomplete information

  • Request deletion of information in certain circumstances

  • Request restriction of processing

  • Object to certain processing

  • Request transfer of information where applicable

  • Withdraw consent where we rely upon consent

 

These rights are also reflected in your existing Valour GDPR documentation. Date Protection & GDPR Policy

 

Some rights are subject to legal limitations. For example, we may be required to retain certain clinical or financial records even if you ask us to delete them.

 

15. Contacting Us About Your Information

If you have a question about how Valour uses your information or would like to exercise one of your data protection rights, please contact:

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Valour Physiotherapy & Pilates Ltd
Email: info@valourphysio.com
Website: www.valourphysio.co.uk

 

We may need to verify your identity before responding to certain requests.

 

Your existing GDPR policy uses the same email address for subject access requests.

 

16. Complaints

If you have concerns about how we have handled your personal information, please contact us in the first instance so that we can investigate.

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You also have the right to make a complaint to the Information Commissioner's Office (ICO), the UK's data protection regulator.

 

17. Changes to This Privacy Notice

We may update this Privacy Notice from time to time to reflect changes to our services, systems, legal requirements or data protection practices.

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The latest version will be published on our website.

Last updated: October 2026

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