Cancellation Policy
We understand that life events can sometimes prevent you from attending your appointment, to be fair to all clients please make yourself aware of our cancellation policy.
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For up to 24 hours before the appointment you can reschedule your appointment without incurring a charge.
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Cancellations made with less than 24hours notice of your booked appointment will incur a 50% charge of the cost of the booking. This will need to be paid immediately before rebooking can occur.
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No-shows: no shows or no notice cancellations will be charged at 100% of the cost of the treatment(s). We will also be unable to book you in for further treatments until the balance of the missed treatment has been paid.
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If you arrive late to your appointment, we reserve the right to shorten the length of the treatment and the original treatment cost will still apply.
Terms and Conditions
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Payment is made at the end of your treatment in cash, or online transfer.
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If you require a receipt, please request one at the time of booking.
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Some treatments may cause discolouration of the skin
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All communication with other professionals will be compliant with confidentiality laws.
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Current Covid-19 policy must be read and understood before all appointments
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If you are unable to attend your appointment, please give 24 hours’ notice or you will be charged a 50% cancellation fee
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Cancellation fee will be waved in cases where treatments must be cancelled due to reasons relating to emergency medical issues
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If you arrive late for your appointment, treatment may be refused or shortened, and you will be charged the full fee.
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If you no show or give a late notice cancellation you will be charged 100% of the treatment cost, this will need to be paid before any further bookings can be made.
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No treatment will be provided without a completed consultation form.
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Signature on the consultation form, or return of form by email implies the following-
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Consent to all treatments
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Acceptance of responsibility to inform the therapist of any changes to health and well-being before any future treatments
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Permission to store all data on the consultation form and contact details used for arranging appointments. These details will be stored in accordance with current data protection legislation.​
COVID 19
At Manchester Body Balance we always maintain a high standard of hygiene, in these unprecedented times we will be adding in additional measures to ensure we have done all that we can to ensure our treatment space is as safe as it can be for both customers and therapists.
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To prevent the spread of communicable disease, all protocols must be adhered to by both Therapist and Client/ Customer.
As the information and guidelines regarding COVID-19 are constantly changing, this policy will be updated regularly.
If you have any questions about these changes, please don’t hesitate to contact us.
As members of the FHT (Federation of holistic therapists) we will be following guidance and advice given by the FHT as well as NHS, Government, and Public Health England.
All treatments are provided within the Flixton osteopathic clinic, therefore all rules and standards set out for this clinic will also be followed.
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Protocols-
Clients / Customers Should.
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Complete COVID-19 Questions sent 24hours before your appointment time, this is done by confirming your appointment.
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Check temperature on the morning of treatment.
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Cancel their appointment if they experience any symptoms or have been in contact with anyone who is experiencing symptoms. (cancellation fees are waived for this circumstance)
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Upon arrival, please wait outside near clinic, contact your therapist (their number is provided on the email) to let them know you are waiting, and they will let you know when they are ready for you to enter.
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Wash hands on arrival to the clinic and before leaving treatment room at end of treatment.
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Bring own bottle of water.
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Be aware that the toilets are closed in the clinic.
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Pay by Card or Bank transfer.
Therapists Will.
Please note that usual high standards of hygiene practice will still be in place, the below is in addition to these.
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Ensure that COVID-19 questions are emailed to each client 24hours prior to appointment time.
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Book appointments with a minimum of 15-minute gaps between to allow for all additional cleaning to take place.
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Take temperature each morning of work.
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Wash hands before and after treatments (as is standard practice)
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Wear a mask if appropriate.
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Have hand sanitiser readily available in room in case it is required during treatments.
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Either change uniform between each treatment or aprons for each treatment
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Ensure that the room is well ventilated between treatments, and where possible during treatments.
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All surfaces which may be touched to be cleaned thoroughly before and after each treatment.
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Any pillows or bolsters used will be covered with waterproof cases which will be cleaned between treatments and pillowcases which will be changed and washed after each treatment.
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Massage table- soft covers will be removed and it will be covered with sheets which are washed after each treatment.
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All linens used are washed on a hot wash after treatments.
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Floor to be cleaned every day and biocidal spray to be used between treatments on all rugs.
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Oil bottle and heater will be washed before and after each treatment.
Complaints
If your complaint is about the treatment, please contact the therapist directly to resolve this issue. All of our therapists are Self Employed and so all complaints about the treatment itself should be directed to them. We encourage you to speak up during treatment if something isn't right or working for you so that the therapist has the opportunity to resolve the problem before it becomes an issue. ​
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Should communication break down and a complaint is still to be issued, it is at the therapists discretion as to how this is handled. If the complaint is of a malpractice nature then it can be escalated to the Federation of Holistic Therapists. Of which all of our therapists are members.
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If the complaint is about the communication with Manchester Body Balance, the booking procedure, any of our online platforms or the room then please contact us via the contact us form on this website and we will do our utmost to resolve the issue.
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If the complaint is in relation to the building or Flixton Osteopathic Clinic, please contact Charlotte directly on 0161 748 0070.
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Manchester Body Balance accepts no responsibility for the state of the building/surrounding area or quality of the treatment as this is outside of our control. Please speak to the relevant people in order to progress your complaint.
GDPR
Manchester Body Balance is committed to maintaining robust privacy protections for its users. This policy outlines how Manchester Body Balance collects, uses, shares and safeguards information we receive from our clients and other organisations. We will take the necessary steps to ensure that user’s information is safeguarded and kept in accordance with applicable laws and regulations.
If you use our services, you confirm that you have the relevant authority to enter into a legal agreement with us whether as an individual or other legal entity.
If you do not wish to be bound by this Privacy Policy and our Terms of Use, you are advised not to use the Website.
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About Manchester Body Balance
This website: www.manchesterbodybalance.com is the property of Natalie Wilkinson. By using the website, you are agreeing to the terms contained in this policy and our Terms of Use.
Our contact telephone number is 07709493379 and our email contact is manchesterbodybalance@outlook.com.
What information do we collect?
Your information will be used by us to enable us to provide our services to you. We act as a Data Controller (unless only processing data under a separate agreement) and undertake to protect personal and sensitive data in a manner that is consistent with the requirements of the UK data legislation and the GDPR. We will take reasonable measures to ensure the secure storage of your data.
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Information provided to us:
1. From a Data Controller
Data is only held on the grounds that we have a contractual obligation to fulfil.
We undertake to protect all personal and sensitive data that is provided to us and in a manner that is consistent with the requirements of the General Data Protection Regulation (GDPR). We will take reasonable measures to ensure the secure storage of all data, see below.
2. From clients
All data given by clients is recorded by us in accordance with the client’s preferences and as permitted under the GDPR. Data will be held on one of the following grounds: with a client’s specific consent; where data retention is necessitated by a contractual relationship; and on the grounds of being a legitimate business interest.
Contacting our business by telephone, online or email: We use the details that you give us, by email or phone, to follow up on enquiries, to assist your experience within your appointment and visit to our business, to ask for feedback, reviews, or testimonials, to deal with complaints or other reports. The basis for holding this information is as being for legitimate legal purposes or to fulfil a contractual obligation where the contact is from an existing client.
Photos: We will ask for your express consent to post any photos of you on our website or social media and you will always be given the option to opt-out or remove any photos displayed. We will not give any further personal details alongside any photos used on our website gallery.
Social media: We publish our Facebook page and Instagram on our website which is available for general viewing. Personal information is not collated from using social media interactions although third parties may track you. You should refer to the Privacy Policy of the social media channel concerned.
If you send us a direct message via social media, the details may be retained by us only as relevant to any ongoing contract or to further our legitimate business interests or as required for legal purposes. The third-party provider (i.e. Facebook/Instagram) may also retain details in accordance with their
Privacy Policy.
Phone calls: Any data relating to phone calls, to and from us, may be recorded and retained by us. The data will be held on the basis of being for our legitimate business needs or in order to fulfil our contractual obligations if you are a client of ours.
Emails: We retain copies of emails sent to us on our servers in the Cloud.
We may contact you by email to send you:
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general (non-marketing) communications on the basis on a contractual relationship with us or where we have a legitimate business interest.
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email notifications where you have specifically consented to receive such.
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General communications relating to therapies and offers we feel may be of interest to you.
Users of this website do so at their own discretion and provide any personal information at their own risk.
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Information we get from other sources:
From time to time, we may need to obtain information from third parties. This will only apply where it is essential for the provision of our services and as permitted by law. Where applicable we will seek the consent of the client or organisation providing the data.
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How we use personal information
Where we act as a Data Processor, we undertake the following obligations in accordance with the GDPR:
• we only act under the documented instructions of the Data Controller
• To ensure confidentiality, assist with legal compliance of the Data Controller, and respond to requests from data subjects (as instructed by the Data Controller)
• Make available all information necessary to demonstrate compliance
• To take measures to assist the Data Controller with ensuring security of processing
• To treat personal data after processing as directed by the Data Controller.
Sharing information
Disclosure
We do not share, sell, or distribute your data to third parties.
If it is necessary to share data with a subcontractor working on our behalf, the Data Controller will be informed without delay. Any third party must adhere to all data protection laws and regulations.
Our website is powered by WIX, and their terms and conditions and privacy policy can be found here https://www.wix.com/about/terms-of-use
We do not give them access to any of your personal data.
We may disclose personal information if we are required to do so by law, in connection with any legal proceedings, and in order to establish, exercise or defend our legal rights.
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External links
Users of our website are advised to adopt a policy of caution before clicking on any external web links. [External links are clickable text / banner / image links to other websites.] Clicking an external link will take the user away from our website. Once you leave our website or are redirected to a third-party website or application, you are no longer governed by this Privacy Policy or our website’s Terms of Use.
We cannot guarantee or verify the contents of any externally linked website and users click on external links at their own risk. Manchester Body Balance and its owners cannot be held liable for any damages or implications caused by visiting any external links mentioned.
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Data Retention
We keep all personal information in accordance with our Data Retention Policy which reflects our needs to provide our services to you as contracted and to meet legal, statutory, and regulatory obligations. We will only retain data that is necessary, and this will include data relating to the massage therapy that we have provided to clients. The need to hold information is regularly reviewed and information/data will be disposed of when no longer required.
All disposal is carried out securely and records will be destroyed so that they are not retrievable.
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Data Storage
We store records such as client notes and diary appointments. All data is password protected and encrypted.
In addition, we regularly review our procedures for secure data storage to ensure that all appropriate measures are adopted. In accordance with data protection legislation, data records are stored in a locked cabinet and electronic storage is protected by a user’s password that is individual to the user.
Any information that you supply to us may be stored and processed by servers hosting our website. Data will only be transferred outside EEA countries in accordance with the relevant data protection laws.
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Data Subject Rights
As a data processor we understand that we have an obligation under the GDPR to comply with our obligations to the following:
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Subject Access Requests
The General Data Protection Regulation (GDPR) gives individuals (‘data subjects’), the right to access personal data that is held by organisations by a subject access request (SAR). We will endeavour to respond quickly to any such requests, which legally require us to respond within one month of receiving the request and necessary information.
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Right to Rectification
Data subjects have the right to request that we amend or change personal information that we, that is inaccurate or incorrect. We will act on any request without delay as instructed by you as Data Controller.
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Right to erasure
Data subjects have the right to ask us to delete personal information from our systems without giving any reason and at any time. We will act on any request without delay as instructed by you as Data Controller.
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Right to restrict processing
Data subjects have the right to rectification or erasure of personal data certain circumstances. We will act on any request without delay as instructed by you as Data Controller
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Right to data portability
Data subjects have the right to obtain and transfer their data to different service providers. We will act on any request without delay as instructed by you as Data Controller.
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Right to object
Data subjects have the right to object to the processing of data at any time based on their situation. This includes objecting to profiling unless it is in the ‘public interest’ or exercised lawfully by an official authority. We will only process data where we can demonstrate lawful grounds for doing so. We will act on any request without delay as instructed by you as Data Controller.
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Right not to be subject to decisions based on automated processing
We do not use any automated processing that results in any automated decision based on a data subject’s personal information.
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Data Breaches
We will report any unlawful breach of data as required by the GDPR within 72 hours of the breach occurring, if it is considered that there is an actual, or possibility, that data within our control including the control of our data processors, has been compromised. If the breach is classified as ‘high risk’ we will notify all data subjects concerned using an appropriate means of communication. We will report any relevant breaches of date to the Information Commissioner’s Office (ICO).
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Cookies Policy
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This policy explains how we will use Cookies on the Website.
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About Cookies
Cookies are small files saved to the user’s computer hard drive that track, save, and store information about the user’s interactions and usage of the website. This allows the website, through its server, to provide the user with a tailored experience when navigating the website. Session Cookies may be used to validate your access to different parts of the website.
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How we use Cookies
Manchester Body Balance uses Cookies to help the company identify and track visitors, their usage of the website, and their website access preferences. Where applicable this website uses a cookie control system allowing the user on their first visit to the website to allow or disallow the use of Cookies on their computer or device. This complies with UK legislation which requires that explicit consent is given before reading files are left, or applied, on a user’s computer or device. We do not use Cookies to collect any information that identifies you personally.
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Third Party Cookies
Cookies may be placed on your computer or device by third parties, which are outside of the control of Manchester Body Balance. You should refer to the Privacy and Cookie Policies of any social media and/or channel used to link to our website.
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Consent
If you accept the use of Cookies on this website, you consent to the processing of data about you by us and any third parties as identified above in accordance with this policy and our Privacy Policy. You have the right to withdraw your consent at any time by emailing the Data Controller at manchesterbodybalance@outlook.com
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Disabling Cookies
If you are uncomfortable with the use of Cookies, you can disable Cookies on your device by changing the settings in the preferences or options menu in your browser. You can set your browser to reject or block Cookies or to tell you when a website tries to put a cookie on your device. You can also delete any Cookies that are already stored on your device. However, please be aware that if you do delete and block all Cookies from our website, parts of the site my not fully function.
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Further information
Guidelines for the processing and handling of data is available from the Information Commissioner’s Office, the UK supervisory authority on data protection, see ico.org.uk.
Information is also available at www.ec.europa.eu/ipg/basics/legal/Cookies/index_en.html.
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Important Information
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Questions and queries
If you have any concerns about how we handle data, you can contact the Data Controller by writing to us at our address for services and communications, which is manchesterbodybalance@outlook.com and our contact telephone number is 07709493379.
Changes to this policy
We reserve the right to amend this Statement at any time to meet the requirements of the GDPR and our role as a data processor. Any significant changes will be mutually agreed.
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Complaints
If you have a complaint about the use of data by us, you can email us at manchesterbodybalance@outlook.com. Alternatively, you can formally report an issue of concern to the Information Commissioner’s Office, the UK body that governs Data Protection. See https://ico.org.uk
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No Waiver
No failure or delay by us in exercising any of our rights in accordance with this Privacy Policy or our Terms of Use shall be deemed to be a waiver of that right, and no waiver of a breach of any provision shall be deemed to be a waiver of any subsequent breach of the same or any other provision.
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Severance
If one or more of the provisions of this Privacy Policy or our Terms of Use is found to be unlawful, invalid, or otherwise unenforceable, those provision(s) shall be deemed severed, and the remainder of these shall remain enforceable.
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Third Party Rights
The terms of this Privacy Policy shall not confer rights on any third parties and accordingly the Contracts (Rights of Third Parties) Act shall not apply.
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Jurisdiction and Governing Law
The terms of this Privacy Policy and all disputes, whether contractual or otherwise, arising out of or in connection with the policy are governed by and shall be construed in accordance with the laws of England and Wales and each party submits to the exclusive jurisdiction of the English courts.
07709493379 | manchesterbodybalance@outlook.com
438 Flixton Road, Urmston, Manchester, M41 6EY