Policies

How your personal information is looked after, and what to expect around appointments and cancellations.

Privacy policy

Last updated: July 2026

This policy explains how Diane Wright, trading as Diane Wright Reflexology, collects and uses your personal information when you visit this website, make an enquiry, or book and attend a treatment at any clinic location (Lockerbie, Kelso, or Cockermouth). I am the data controller for the information described here.

What information I collect

• Contact details — your name, email address, and phone number, provided when you book, enquire, or join my mailing list.
• Booking information — appointment dates, clinic location, and treatment type, collected through my online booking system.
• Health and consultation information — details you share on your consultation form and treatment notes I keep as part of safe clinical practice. This is special category data and is only collected and held with your explicit consent.
• Payment information — records of payments made. Card details are processed securely by the payment provider and are never stored by me.
• Website data — basic technical information such as cookies needed for the site and booking pages to function.

How I use it

• To manage bookings, send appointment confirmations and reminders, and provide your treatments safely and effectively.
• To keep accurate clinical records, as required for professional practice and insurance.
• To respond to enquiries.
• To send occasional updates about clinic availability, treatments, or workshops — only where you have opted in, and you can unsubscribe at any time.

Lawful basis

I rely on contract (to provide the treatment you have booked), explicit consent (for health and consultation information), legitimate interests (running and improving my practice), and legal obligation (record keeping for tax and insurance purposes).

Who I share it with

Your information is never sold or shared for marketing by third parties. It is held securely within the practice management and booking platform I use (LeadConnector / HighLevel), which processes data on my behalf, and with payment providers where you pay online. I may disclose information where required by law.

How long I keep it

Clinical records are retained for 8 years after your last treatment, in line with standard practice for complementary therapy records and insurance requirements. Enquiry and marketing data is kept only for as long as it remains relevant, or until you ask for it to be removed.

Your rights

Under UK GDPR you have the right to access the information I hold about you, to have it corrected or deleted (subject to record-keeping obligations), to withdraw consent, and to object to or restrict processing. To exercise any of these rights, email [email protected]. If you are unhappy with how your data has been handled, you can complain to the Information Commissioner's Office at ico.org.uk.

Cookies

This website uses only the cookies necessary for it and the online booking pages to work properly. No advertising or tracking cookies are set by me.

Cancellation policy

Last updated: July 2026

Appointment times are reserved especially for you. When an appointment is cancelled at short notice, that time can rarely be offered to another client, so the following policy applies to all treatments at all clinic locations.

Notice period

Please give at least 24 hours' notice if you need to cancel or rearrange your appointment. You can do this by replying to your booking confirmation, or by emailing [email protected].

Late cancellations and missed appointments

• Cancellations with less than 24 hours' notice may be charged at 50% of the treatment fee.
• Missed appointments without notice ("no-shows") may be charged the full treatment fee.
• Any outstanding fee is payable before a further appointment can be booked.

Running late

If you arrive late, I will always do my best to give you your full treatment, but this may not be possible where it would affect the next client. The full fee applies to shortened appointments caused by late arrival.

Illness and emergencies

If you are unwell — particularly with anything infectious — please stay home and let me know as soon as you can; genuine illness and emergencies are always treated with understanding. If I ever need to cancel your appointment, you will be given as much notice as possible and offered the next available time, with no charge to you.