Policies

Please read below my company policies. Generally speaking, booking an appointment means that you are agreeing to the following information.

• Booking Policy
• Cancellation Policy
• Hands-on Treatment Time
• Contraindications
• Payment Policy
• Gift Voucher Policy
• Offer Policy
• Covid-19 Policy
• Complaints and Concerns Policy
• Privacy Policy
• Cookie Policy

Booking Policy

By booking an appointment with Holistics with Hollie you are agreeing to this policy and the policies outlined below.

Bookings can be made via telephone on 07590 502153, email at hollie@holisticswithhollie.co.uk, or via my booking form here.

Please note, treatments are for women only.

If an appointment time is offered via email, please confirm acceptance within 24 hours. If an offered appointment time is not accepted with 24 hours then it may be offered to someone else.

Upon placing a booking I will provide you with confirmation via text message or email depending on method of contact. Please make a record of your appointment date and time, as I cannot be held responsible for forgotten appointments.

By agreeing to an appointment, you are accepting the cancellation policy below.

Block Bookings

You may book more than one appointment at a time. Please note that full payment for treatments booked in a block will be due on the day of the first treatment. Cancellation within twenty-four (24) hours of a booked treatment will result in forfeit of the cost of treatment with no refund.

Cancellation Policy

Please call me on 07590 502153 at earliest opportunity if you wish to cancel, rearrange or postpone your appointment. As a small business, last minute cancellations and forgotten appointments can have a huge impact.

I operate a strict twenty-four (24) hour policy for all appointment cancellations, rearrangements and postponements. For booking amendments with less than 24 hours’ notice I reserve the right to invoice for the full treatment amount, and not provide a refund in the case of pre-paid block booking appointments and gift cards.

Where possible, if I am unable to honour your scheduled appointment I will provide more than 24 hours notice and rearrange your appointment with you accordingly.

I reserve the right to:

• request a non-refundable booking fee (50%) to secure any further appointments which will be deducted from the treatment cost at the time of appointment
• not offer further appointments following unpaid invoices.

Compulsory Rearrangements

Please rearrange your treatment if you or anyone in your household have:

• any flu-like symptoms such as a cold or sore throat, fever, or a new persistent cough
• diarrhoea or vomiting that’s not related to an existing condition
• new loss of taste or smell, or other Covid-19 symptoms
• been told to self-isolate or have been in close contact with someone with Covid-19 symptoms

or if you have:

• any otherwise unaccountable new marks, spots, or bruises on your skin or feet
• had any sort of vaccination or booster in the last 48 hours prior to treatment.

If you’re unsure whether you should rearrange your appointment please call me on the phone number above for advice.

Time Keeping

Your commitment to your appointment time is very much appreciated. If you are not ready upon my arrival, your treatment may have to be shortened so I can accommodate clients who have an appointment following yours. I will do my best to utilise as much of the appointment time as possible but can’t allow your appointment to overrun the allocated diary time impacting other clients. Costs for the full session will apply.

I will endeavour to arrive at your appointment on time, giving you notice if unavoidable events mean that I am unable.

Hands-on Treatment Time

Please note that your first treatment will include a short consultation (usually about 15 minutes) and a follow-up at subsequent treatments. A short period at the end of the treatment will be used to discuss any aftercare advice. Actual hands-on treatment time may vary.

Being a mobile service, please allow an extra 10 minutes each side of your treatment to allow me to set up and pack away. Please ensure that there is room available to place and recline my reflexology chair.

Contraindications

The following conditions prevent me from giving reflexology treatments and non-disclosure can be dangerous to your health. If I find that you have any of these conditions during your consultation, this will result in termination of the treatment and invoice of the full treatment amount.

Please contact me if you wish to discuss any of the symptoms listed.

Payment Policy

Cash Payments

Payments are by preferred in cash. Please ensure that you have the correct amount, as I only carry a small amount of change.

Card Payments

I am able to accept card payments via Square. If paying with card, please ensure that you have sufficient funds available to make payment.

Receipts

I am able to provide e-receipts for both cash and card transactions via the Square app when provided with an email address. This will be offered at your appointment.

Square’s data privacy policy can be read here.

Gift Voucher Policy

Gift vouchers can be purchased at your appointment or by contacting me directly. There is no set value – the price will be based on the treatment you would like to gift. Payment method will be arranged over email. If not purchasing in person, I can mail your gift voucher to you for £2 Royal Mail Signed For, or alternatively a print at home e-voucher can be provided. Local collection is available, please ask when enquiring.

Before purchasing, please ensure that your recipient lives within my service area, and has no contraindications that prevent treatment.

Gift Vouchers:

• must be used by the expiry date shown on the voucher
• can only be used by the person that it is addressed in the To section on the front of the voucher. Please note when gifting that treatments are for women only
• are non-transferable
• are not redeemable for cash
• are covered by my Cancellation Policy. Cancellation within twenty-four (24) hours of booked treatment will result in forfeit of the gift voucher
• are recorded by purchaser, expiry date, and voucher number.

Special Offer Policy

From time to time Holistics with Hollie may run offers, discounts and deals on social media, at events, or on flyers. These are covered by the following terms.

Special offers:

• must be declared upon payment of your treatment – failure to do so will not result in refund after the fact
• can only be redeemed once per client and in the case of postcards be forfeited to Hollie on redemption
• must be used by the expiry date shown on the offer card or social media post
• are non-transferable
• are not redeemable for cash
• are only valid in the service area displayed on my website.

Covid-19 Policy

I will:

• clean equipment between clients
• use clean towels and blankets for each client
• maintain good hygiene, wash or sanitise my hands regularly
• if requested, wear a mask during your treatment
• contact you if I am unable to carry out treatment due to a positive Covid-19 diagnosis
• contact you if someone in my household receives a positive Covid-19 diagnosis, or I have become aware that I have been in close contact with someone who has received positive diagnosis.

You will:

• maintain good hygiene by washing or sanitising your hands before your treatment
• contact me as soon as possible if you or someone in your household receives a positive Covid-19 diagnosis, or you have become aware that you have been in close contact with someone who has received positive diagnosis
• not book an appointment within 48 hours after a Covid-19 vaccination or booster. This is to allow any initial side effects to pass.

Complaints and Concerns Policy

While I take pride in conducting myself in a professional manner and providing a satisfactory treatment and service, I understand that there may be occasions from which grievances arise.

If you have a complaint or concern, please contact me via telephone on 07590 502153, email at hollie@holisticswithhollie.co.uk, or via my feedback form here so that we can discuss together.

Privacy Policy

Your Personal Information and United Kingdom General Data Protection Regulation (UK GDPR)

UK GDPR relates to legal protection for personal information. This Privacy Policy describes the policies of the business and the website on the collection of your personal information. The information below explains what personal information I collect when you have an appointment and/or use my website, and what your rights are. By booking a treatment you agree to the following policy, and understand that you may withdraw that consent at any time by emailing hollie@holisticswithhollie.co.uk.

By accessing or using the website, you are consenting to the collection, use and disclosure of your information in accordance with this Privacy Policy. If you do not consent to the same, please do not access or use the website.

I may modify this Privacy Policy at any time without any prior notice to you and will post the revised Privacy Policy on the website. The revised Policy will be effective from when the revised Policy is posted in the website and your continued access or use of the website after such time will constitute your acceptance of the revised Privacy Policy. I therefore recommend that you periodically review this page.

The purpose of processing client data

I will need to obtain and store potentially sensitive information about your health in order to provide professional reflexology and complementary therapy treatments. I will only use this data to inform the reflexology and complementary therapy services I provide to you, as well as any related advice regarding your health and wellbeing.

Lawful basis for holding and using client information

‘Claims Occurring’ Insurance and how long I retain your information

My legitimate professional interests constitute the legal basis on which I hold and use your health related information (known as special category data) – I need to retain your information to carry out my responsibilities as a healthcare professional by giving you the best treatments and advice feasible, as well as for the following legal reasons.

For information given during appointments: I must legally keep your information for seven (7) years after your last treatment in order to comply with my insurance provider’s requirements. For children (those under 18 years of age), I must retain records on file until your 25th birthday (26th birthday for children age 17 at time of treatment).

For information submitted via my website’s forms: I will retain your submitted personal information on my website’s database for 30 days after form submission, at which point it will be automatically deleted. I may need to retain certain information for longer periods such as record-keeping and reporting in accordance with applicable law or for other legitimate reasons like enforcement of legal rights, fraud prevention, etc. Residual anonymous information and aggregate information (such as that collected by Cookies), neither of which identifies you (directly or indirectly), may be stored indefinitely.

What information I hold and what I do with it

During appointments: I will need to ask for and maintain information about your health in order to provide professional reflexology and complementary therapy treatments. I will only use this information to inform your reflexology, complementary therapy, and any aftercare recommendations I make as a result of your care. The data that must be stored is:

• your contact details which may be stored electronically on a password protected device as well as secured paperwork
• medical history and other health-related information taken during your first appointment consultation and follow-up consultations
• treatment details and related notes which will be recorded after each appointment.

Online forms: I will collect and process personal information about you via my website forms. Information provided via online forms is used for administration purposes and feedback may be used for anonymised marketing purposes (for example “AB, 34y.o”). Data collected includes:

• your contact details including name, email and telephone number
• town/village of residence
• reason for treatment
• feedback

Square payments: I will collect personal details when making a card payment. These details are stored to enable me to send receipts. Data collected includes:

• your contact details including name and email

In any of the above cases, I won’t divulge your information to anyone else unless I have your express permission and can justify the need for it or have a legal requirement to do so. Your information will not leave my company, and I will not sell your information to any third parties.

Protecting your personal data

I pledge to protect the security of your personal information. I have put in place the necessary technical, physical, and administrative safeguards to protect and secure the information I collect from you in order to prevent unauthorised access or disclosure.

In the event I need to contact you, I will use the contact preferences provided to me. This may be in relation to:

• appointment times
• reflexology and complementary therapy information or information related to your health

Your rights

UK GDPR gives you the following rights:

1. The right to be informed:
   To know how your information will be held and used.
2. 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.
3. The right to rectification:
   To tell your therapist to make changes to your personal information if it is incorrect or incomplete.
4. 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.
5. The right to restrict processing of personal data:.
   You have the right to request limits on how your therapist uses your personal information.
6. 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.
7. 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.
8. Rights in relation to automated decision-making and profiling.
9. The right to lodge a complaint with the Information Commissioner’s Office (ICO):
   To be able to complain to the ICO if you feel your details are not correct, if they are not being used in a way that you have given permission for, or if they are being stored when they don’t have to be.

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/.

Please contact me via telephone on 07590 502153, email at hollie@holisticswithhollie.co.uk, or via my contact form here if you wish to exercise any of these rights.

If you are unhappy with the response given, complaints can be made to the Information Commissioner’s Office via www.ico.org.uk

My rights

Please note:

• I may not be able to treat you if you refuse to let me keep records of information about you and your therapies, or if you don’t let me use the information as required for treatments.
• As stated above, I am required to preserve your treatment records for a set amount of time, so even if you ask me to remove any information about you, I may still need to keep it until that time has elapsed.
• As long as your information is shielded from being viewed by others without your permission, I am free to move your data between computers and IT systems as required.

Online Privacy

Cookies

To learn more about how we use these and your choices in relation to these tracking technologies, please refer to our Cookie Policy.

Security

The security of your information is important to me and I will use reasonable security measures to prevent the loss, misuse or unauthorized alteration of your information under our control. However, given the inherent risks with online data transmission, I cannot guarantee absolute security and consequently, I cannot ensure or warrant the security of any information you transmit to me and you do so at your own risk.

Third party links and use of your information

My website may contain links to other websites that are not operated by us. This Privacy Policy does not address the privacy policies and other practices of any third parties, including any third party operating any website or service that may be accessible via a link on this website. I strongly advise you to review the privacy policy of every site you visit. I have no control over and assume no responsibility for the content, privacy policies or practices of any third party sites or services.

Grievance

If you have any queries or concerns about the processing of your information, you may email: hollie@holisticswithhollie.co.uk. I will address your concerns in accordance with applicable law.

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Cookie Policy

What are cookies?

This Cookie Policy explains what cookies are and how we use them, the types of cookies we use i.e, the information we collect using cookies and how that information is used, and how to manage the cookie settings.

Cookies are small text files that are used to store small pieces of information. They are stored on your device when the website is loaded on your browser. These cookies help us make the website function properly, make it more secure, provide better user experience, and understand how the website performs and to analyze what works and where it needs improvement.

How do we use cookies?

As most of the online services, our website uses first-party and third-party cookies for several purposes. First-party cookies are mostly necessary for the website to function the right way, and they do not collect any of your personally identifiable data.

The third-party cookies used on our website are mainly for understanding how the website performs, how you interact with our website, keeping our services secure, providing advertisements that are relevant to you, and all in all providing you with a better and improved user experience and help speed up your future interactions with our website.

Types of Cookies we use

Manage cookie preferences

Cookie Settings

You can change your cookie preferences any time by clicking the above button. This will let you revisit the cookie consent banner and change your preferences or withdraw your consent right away.

In addition to this, different browsers provide different methods to block and delete cookies used by websites. You can change the settings of your browser to block/delete the cookies. Listed below are the links to the support documents on how to manage and delete cookies from the major web browsers.

Chrome: https://support.google.com/accounts/answer/32050

Safari: https://support.apple.com/en-in/guide/safari/sfri11471/mac

Firefox: https://support.mozilla.org/en-US/kb/clear-cookies-and-site-data-firefox?redirectslug=delete-cookies-remove-info-websites-stored&redirectlocale=en-US

Internet Explorer: https://support.microsoft.com/en-us/topic/how-to-delete-cookie-files-in-internet-explorer-bca9446f-d873-78de-77ba-d42645fa52fc

If you are using any other web browser, please visit your browser’s official support documents.

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