Appointment Terms, Policies & Expectations
The Arden Practice GDPR Privacy and Data Protection Policy
This policy explains how your personal and health information is collected, used and stored in line with UK GDPR, professional and insurance requirements, and ethical best practice. I want you to feel fully informed about how your data is handled and why it is needed.
What Data I Collect
To provide safe and effective Soft Tissue Therapy, I may collect the following:
Personal details such as name, date of birth, address and contact information
Medical history, medication and your presenting condition
Lifestyle information that relates to your treatment
Clinical notes taken during and after sessions
Consent forms and communication related to your care
I only collect information that is relevant to your assessment and treatment.
Why Your Data Is Collected
Your data is collected so that I can:
assess your suitability for treatment
provide safe, appropriate and effective therapy
monitor your progress and adjust treatment plans
meet legal and insurance obligations for clinical record keeping
refer you to your GP or communicate with another healthcare professional if necessary and with your permission
Your information will never be sold or used for purposes unrelated to your care.
How Your Data Is Stored
Paper records are stored securely in a locked cabinet
Digital records (if used) are encrypted and password protected
All information is treated as strictly confidential
Information will only be shared with another party if you give your consent or if I am legally required to do so
Legal Basis for Processing
The Arden Practice processes your information on the basis of:
the provision of healthcare
legitimate interests in delivering safe and appropriate treatment
legal and insurance requirements relating to clinical record keeping
How Long Your Data Is Kept
Clinical records must be retained for the legally required minimum period. This means:
Adults: records are kept for at least 7 years after your last appointment
Clients under 18: records are kept for 7 years or until the age of 21, whichever is longer
Clients who lack capacity or have a long term or serious medical condition: records may be retained for longer where necessary to meet legal, safeguarding or insurance obligations
These timeframes are standard across healthcare and protect both you and the therapist.
Your Rights
You have the right to:
access the information held about you
request corrections to inaccurate or incomplete information
withdraw consent for certain types of data processing that are not required for healthcare or legal reasons
request deletion of your data where this is legally appropriate
raise a concern with the Information Commissioner’s Office (ICO) if you believe your data has been mishandled
Withdrawing consent does not require the deletion of clinical records that must be retained for the statutory period.
Transparency and Consent
During your first appointment, I will explain:
what information is being collected
why it is needed
how it will be used and stored
You are welcome to ask questions at any time.
PAYG Session Refund & Cancellation Policy
This policy does not apply to Arden Member Subscription Sessions - please read the Arden Members Subscription Policy here.
Cancellations & Rescheduling
Please give at least 48 hours’ notice if you need to cancel or reschedule your appointment.
Cancellations made with less than 48 hours’ notice will be charged 50% of the session fee.
Cancellations made with less than 24 hours’ notice will be charged 100% of the session fee, as it is unlikely the slot can be rebooked.
Home Visit Policy
If I arrive at your home and the appointment is declined or cannot proceed (e.g. due to illness, unsafe environment, etc.), the full session fee will still be charged.
Refunds
Refunds are not issued for completed sessions.
If you are genuinely unhappy with your treatment, please let me know during or immediately after your session so I can do my best to address the issue or offer an alternative.
Prepaid packages are non-refundable, but may be transferred or rescheduled with adequate notice.
⚠️ Exceptions
I understand that life happens. In cases of emergency, illness, or unforeseen events, please contact me as soon as possible. I may waive cancellation fees at my discretion.
Arrival & Timing
Please arrive / be ready for my arrival on time; late arrivals may result in reduced treatment time.
Medical Suitability
-Clients must disclose any relevant medical information
-Therapist may decline treatment if contraindicated or unsafe
Under-16s & Vulnerable Adults
-Must be accompanied by a parent/guardian or carer
-Consent from a responsible adult required
Client Conduct
-Respectful and appropriate behaviour is expected at all times
-Any inappropriate conduct will result in termination of the session with full fee payable
Therapist Responsibilities
-Rebecca Bromley (The Arden Practice) has all relevant qualifications, is insured, and up to date with CPD
-All treatments are within the scope of Soft Tissue Therapy Level 5
-If uncertain or outside scope, the client may be referred to an appropriate medical professional
Feedback
-Clients are encouraged to give feedback during and after treatment to ensure best outcomes
Arden Members - Subscription Policy
Ongoing Sessions are a monthly subscription giving you a standing session slot at a frequency that suits your body and your schedule. They are for clients who benefit from regular, consistent treatment - not a commitment to a fixed course.
Your standing slot is agreed between us when your subscription starts. Sessions are not self-booked through the scheduling page - your slot is held for you each week, fortnight, or month as agreed.
Minimum Commitment
All Ongoing Sessions subscriptions require a minimum commitment of two months from the date your subscription begins.
Pausing Your Subscription
After your initial two-month commitment, you may pause your subscription for up to one calendar month per subscription year. To request a pause, please give at least 14 days notice by contacting me directly. Payments due within the 14-day notice window cannot be paused.
Cancelling Your Subscription
To cancel your subscription after the minimum commitment period, please give at least 14 days notice by contacting me directly. Any sessions remaining within your current paid month will continue as planned. No refund is issued for a partial month on cancellation.
Rescheduling and Slot Changes
If you need to move your standing slot, please contact me directly rather than through the booking system. I'll always do my best to accommodate changes where my schedule allows, but I can't guarantee an alternative time will be available. If your circumstances change and a regular slot no longer works for you, pay-as-you-go sessions remain available at any time.
Missed Sessions
Sessions that are not attended and not rescheduled within the same billing period are not carried over or refunded.
Cancellation of Individual Sessions
Please give at least 48 hours notice to cancel or reschedule an individual session. Sessions cancelled with more than 48 hours notice can be rescheduled within the same billing period where availability allows. Sessions cancelled within 48 hours may be forfeited.
Failed Payments
Subscription payments are processed automatically each month. If a payment fails, I'll be in touch to resolve it. Access to your standing slot may be paused until payment is brought up to date. If payment remains outstanding after seven days, The Arden Practice reserves the right to release your standing slot.
Gift Cards
Gift cards are available for the Foundation Session (£99) and are redeemable by the recipient as a first appointment at The Arden Practice.
Gift cards are valid for 12 months from the date of purchase.
Gift cards are non-refundable and cannot be exchanged for cash.
Gift cards must be used in full against a Foundation Session. Any remaining balance cannot be carried over.
Gift cards cannot be used in conjunction with any other offer or discount.
All appointments are subject to availability and should be booked in advance.
Standard cancellation and rescheduling policies apply. Late cancellations or missed appointments may result in the gift card being forfeited.
If the recipient is unable to use the gift card within the validity period, please get in touch - extensions are considered on a case-by-case basis.
To redeem, the recipient can book their Foundation Session here using the code from the gift card, or contact The Arden Practice directly to arrange.