Privacy Policy

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Last updated: September 2026

Sports & Care Therapy respects your privacy and is committed to protecting your personal information. This Privacy Policy explains what information we collect, why we collect it, how it is used and stored, and your rights under UK data protection law.

By using this website or providing personal information when enquiring about or booking our services, you acknowledge the practices described in this Privacy Policy.

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1. Who We Are

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Sports & Care Therapy is an independent massage therapy, health and wellbeing coaching and workplace wellbeing practice based in Bermondsey, London, operated by Carlos Serrano.

Services may include massage therapy and related treatments, one-to-one Health & Wellbeing Coaching, and wellbeing services provided to organisations and their employees.

For the purposes of UK data protection legislation, Sports & Care Therapy is responsible for the personal information it collects and processes.

For questions about this Privacy Policy or how your information is handled, please contact:

Carlos Serrano
Sports & Care Therapy
Email: carlos@sportscaretherapy.com
Phone: +44 (0) 7742 276 464

 

2. Information We May Collect

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The information we collect depends on how you interact with Sports & Care Therapy and which services you use.

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Information you provide directly

This may include:

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• Your name and contact details, including email address and telephone number

• Appointment and booking information

• Billing, payment and transaction information

• Information you provide when contacting us by email, telephone, WhatsApp, website forms or other communication methods

• Relevant health, medical, injury and treatment information required to provide massage therapy safely and appropriately

• Information about your wellbeing, lifestyle, goals and priorities that you choose to share during Health & Wellbeing Coaching

• Consultation forms, treatment notes, coaching notes and relevant session records

• Information relating to previous appointments or services

• Feedback or correspondence you choose to provide

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Where a service is arranged through an employer or organisation, we may also receive limited information from that organisation, such as your name, work contact details or information necessary to arrange your session.

We aim to collect only information that is relevant and necessary for providing the service. The ICO requires organisations to limit health information to what is actually needed for the stated purpose. ICO

 

Information collected automatically

 

When you visit our website, certain technical information may be collected automatically, depending on your cookie preferences. This may include:

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• IP address

• Browser and device information

• Approximate location

• Pages viewed

• Time spent on the website

• Referring website or source

• Website interaction and performance information

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This information may be collected through cookies and website analytics technologies.

 

3. Health and Wellbeing Information

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Some of the information you provide during massage therapy or Health & Wellbeing Coaching may constitute health data and therefore receive additional protection as special category personal data under UK GDPR. ICO

For massage therapy, this may include information about injuries, pain, medical conditions, previous treatments, medication or other information relevant to providing treatment safely.

For Health & Wellbeing Coaching, this may include information you voluntarily share about your physical health, emotional wellbeing, lifestyle, habits, sleep, nutrition, movement, stress or personal wellbeing goals.

We will only collect information that is relevant to the service being provided and will treat health and wellbeing information confidentially.

Where required, we will obtain explicit consent for processing special category information or rely on another appropriate condition permitted under UK data protection law. The ICO explains that processing special category data requires both an Article 6 lawful basis and an appropriate Article 9 condition. ICO

 

4. How We Use Your Information

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We may use your information to:

• Respond to enquiries

• Arrange, manage and confirm appointments

• Send appointment reminders or information relating to your booking

• Provide massage therapy safely and appropriately

• Provide Health & Wellbeing Coaching

• Personalise treatment or coaching according to your individual needs and goals

• Maintain appropriate treatment, consultation and coaching records

• Communicate with you before or after a session where appropriate

• Process payments and provide receipts

• Manage cancellations, rescheduling and refunds

• Provide workplace wellbeing services

• Communicate with organisations regarding services they have commissioned

• Maintain professional, insurance and business records

• Manage complaints or legal claims

• Improve our services and website

• Send marketing communications where permitted and where you have chosen to receive them

• Meet applicable legal, regulatory, professional and insurance requirements

Information collected for one purpose will not be used for an unrelated purpose unless there is an appropriate legal basis for doing so.

 

5. Our Lawful Bases for Processing

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Depending on why we are using your information, our lawful basis may include:

Contract — where processing is necessary to arrange or provide a service you have requested, manage your booking or take steps before entering into an agreement with you.

Legal obligation — where information must be processed or retained to meet applicable legal requirements.

Legitimate interests — where processing is reasonably necessary for operating and protecting Sports & Care Therapy, managing client relationships, maintaining appropriate business records or improving our services, provided those interests do not override your rights and freedoms.

Consent — where you have made a clear choice to allow a particular use of your information, such as certain marketing communications.

Where special category information such as health information is processed, we also identify an appropriate additional condition under Article 9 of UK GDPR. This may include explicit consent where appropriate.

The appropriate lawful basis depends on the purpose for which the information is being processed; there is not one universal basis that applies to everything a business does. ICO

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6. Massage Therapy Records

 

To provide massage therapy safely, we may collect information about your health, medical history, injuries, symptoms and treatment requirements.

Treatment records may include:

• Consultation information

• Relevant health and medical information

• Treatment provided

• Areas treated

• Relevant observations

• Treatment plans or recommendations

• Notes relevant to future appointments

These records are treated as confidential and are not routinely shared with third parties.

 

7. Health & Wellbeing Coaching Records

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During Health & Wellbeing Coaching, you may choose to discuss personal goals, lifestyle, habits, challenges and other aspects of your wellbeing.

We may maintain limited coaching records to support continuity between sessions. These may include agreed goals, actions or other information relevant to your coaching programme.

We will aim to record only information reasonably necessary for providing the coaching service.

Health & Wellbeing Coaching records will be handled confidentially and will not normally be shared with another person or organisation without your permission, except where required or permitted by law.

 

8. Corporate and Workplace Wellbeing

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Sports & Care Therapy may provide Health & Wellbeing Coaching and wellbeing sessions commissioned by employers or other organisations.

Where your employer pays for your individual coaching session, the fact that the organisation is paying for the service does not mean that it automatically receives the personal information you discuss during your session.

Individual coaching information will normally remain confidential between you and Sports & Care Therapy.

An organisation may receive administrative information necessary to operate the service, such as attendance or the number of sessions delivered, where appropriate.

We will not normally disclose individual health information, personal coaching discussions, goals or session notes to an employer without your explicit permission, unless disclosure is required or permitted by law.

Where anonymous or aggregated feedback is provided to an organisation, we will take reasonable steps to ensure that individual participants are not identifiable.

I strongly recommend keeping this section. It gives employees reassurance that corporate coaching is not a reporting mechanism back to their employer.

 

9. Sharing Your Information

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Sports & Care Therapy does not sell your personal information.

We may share limited personal information with trusted service providers where necessary to operate the business, including:

• Appointment and booking providers

• Payment processors

• Website hosting and technology providers

• Email and communication providers

• Accounting or administrative services

• Professional advisers

• Professional indemnity or insurance providers where necessary

• Other professionals where you have authorised us to share information

We may also disclose information where required by law or where reasonably necessary in connection with legal proceedings, insurance claims or the protection of someone's vital interests.

Where another service provider processes information on our behalf, we take reasonable steps to use providers that offer appropriate data protection safeguards.

 

10. Payments

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Payments may be processed through third-party payment providers.

Sports & Care Therapy does not normally receive or store your complete debit or credit card details when payment is processed directly by a payment provider.

Payment providers process your information according to their own privacy policies and security procedures.

Since you've been using SumUp, I would actually name SumUp here if it remains your payment processor when the new website launches, rather than leaving the policy generic.

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11. How We Store and Protect Your Information

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

These measures may include:

• Password-protected systems

• Secure devices and accounts

• Access controls

• Appropriate security measures for electronic records

• Limiting access to client information to those who genuinely require it

Client treatment and coaching records are primarily accessible by Carlos Serrano.

No electronic storage or communication system can be guaranteed to be completely secure, but reasonable measures are taken to protect your information.

 

12. 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 legal, professional, insurance and business requirements.

Different types of information may therefore be kept for different periods.

Treatment records, coaching records, financial records and general enquiries do not necessarily need to have identical retention periods.

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

 

Important change from your old policy

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I would remove this sentence:

“Health records are retained for 7 years (or until a child turns 25) in line with UK legal guidelines.”

unless you've verified that those precise retention periods apply to your particular professional/insurance obligations.

UK GDPR itself doesn't simply prescribe a universal seven-year retention period for every private massage therapist or coach. Your retention schedule should be based on why you need the records and any requirements imposed by your insurer/professional body.

We can separately check your FHT/Hiscox, SATCC and eventual coaching-insurance requirements and then insert an exact period if appropriate.

 

13. Marketing Communications

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We may occasionally send information about Sports & Care Therapy services, news or offers where permitted by law.

Where consent is required, marketing communications will only be sent if you have chosen to receive them.

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

Withdrawing consent for marketing will not affect appointment-related communications, such as booking confirmations, reminders or necessary information concerning a service you have requested.

 

14. Cookies and Website Analytics

 

Our website may use cookies and similar technologies for essential website functionality, security, preferences and analytics.

Where legally required, non-essential cookies will not be placed until you have provided the appropriate consent.

You can manage your preferences through the website's cookie controls and may also be able to restrict cookies through your browser settings.

Some website functionality may be affected if certain cookies are disabled.

A separate Cookie Policy may provide further details about the cookies and services used by this website.

 

15. Your Data Protection Rights

 

Depending on the circumstances, UK data protection law gives you rights relating to your personal information, including the right to:

• Request access to personal information held about you

• Request correction of inaccurate or incomplete information

• Request deletion of your information in certain circumstances

• Request restriction of processing in certain circumstances

• Object to certain types of processing

• Request transfer of certain information where applicable

• Withdraw consent at any time where processing relies on consent

Some rights are subject to legal limitations and may not apply in every situation.

To exercise your rights, contact:

carlos@sportscaretherapy.com

We may need to verify your identity before responding to a request.

 

16. Confidentiality and Disclosure

 

Information shared during massage consultations and Health & Wellbeing Coaching sessions will be treated confidentially.

However, confidentiality may be limited where disclosure is required by law or where there is another lawful justification for disclosure.

Where appropriate and legally possible, we will discuss a proposed disclosure with you before information is shared.

 

17. Children and Young People

 

If Sports & Care Therapy provides services to anyone under the age of 18, additional consent, safeguarding and data protection arrangements may apply depending on their age and the service being provided.

Personal information relating to children and young people will be handled with particular care.

 

18. Links to Other Websites

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Our website may contain links to third-party websites, booking platforms, payment providers or social media services.

Sports & Care Therapy is not responsible for the privacy practices of third-party websites. We recommend reviewing the privacy information provided by those organisations before providing personal information to them.

 

19. Changes to This Privacy Policy

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We may update this Privacy Policy periodically to reflect changes to our services, technology, legal obligations or how we process personal information.

The latest version will be published on this website together with the date it was last updated.

 

20. Contact and Complaints

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If you have questions about this Privacy Policy, would like to exercise your data protection rights or have concerns about how your information has been handled, please contact:

Carlos Serrano
Sports & Care Therapy
Email: carlos@sportscaretherapy.com
Phone: +44 (0) 7742 276 464