Privacy Policy

Last Updated: 3rd June 2026

1. Introduction

Balance Back Massage ("I", "me", "my") is committed to protecting your privacy and handling your personal information in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

This Privacy Policy explains how I collect, use, store and protect your personal information when you visit my website, submit an enquiry, book an appointment, or receive massage therapy treatments.

2. Data Controller

Balance Back Massage is the data controller responsible for your personal information.

Business Name: Balance Back Massage

Email: balancebackmassage@gmail.com

Website: www.balancebackmassage.com

3. Information I Collect

Website Enquiries

When you contact me through my website, I may collect:

  • Your name

  • Email address

  • Information contained within your enquiry

Appointment Bookings

Appointments are booked through Jane App. When you book an appointment, I may collect:

  • Your name

  • Email address

  • Telephone number

  • Date of birth

  • Treatment address

  • Appointment history

Health and Medical Information

To provide treatments safely and appropriately, I may collect:

  • Medical history

  • Current health conditions

  • Injuries

  • Allergies

  • Medications

  • Lifestyle information relevant to treatment

  • Treatment notes and assessments

  • Consent forms

  • Any other health information relevant to your treatment

This information is classified as special category personal data under UK GDPR.

Emergency Contact Information

I may collect:

  • Emergency contact name

  • Relationship to you

  • Emergency contact telephone number

GP Information

Where appropriate, I may collect:

  • GP name

  • GP practice details

Payment Information

When appointments are booked through Jane App, payment-related information may be collected and processed through Jane App and its authorised payment processing providers.

Balance Back Massage does not store or have access to your full payment card details. I may have access to limited payment-related information, such as payment status, transaction history, card type, and the last four digits of your payment card where this information is made available through Jane App.

4. How I Use Your Information

I use your personal information to:

  • Respond to enquiries

  • Schedule and manage appointments

  • Provide massage therapy treatments safely and effectively

  • Maintain accurate client records

  • Communicate regarding appointments

  • Send appointment reminders

  • Process payments

  • Issue refunds where appropriate

  • Manage cancellation and no-show fees in accordance with my terms & conditions

  • Comply with legal, insurance and professional obligations

  • Protect your health and wellbeing during treatment

5. Lawful Basis for Processing

I process personal information under one or more of the following lawful bases:

  • Performance of a contract

  • Legitimate interests in operating and administering my business

  • Compliance with legal obligations

  • Your consent where required

Health-related information is processed because it is necessary for the provision of massage therapy services and to ensure treatments are delivered safely and appropriately.

6. Jane App

I use Jane App to manage bookings, client records, health forms, appointment reminders, payment processing and treatment notes.

Jane App acts as a data processor on my behalf and stores information securely in accordance with applicable data protection requirements.

For further information about how Jane App processes personal information, please refer to Jane App's Privacy Policy.

7. Marketing Communications

From time to time, I may offer the option to receive newsletters, promotions, special offers or updates about services.

Marketing communications will only be sent where you have provided your consent or where otherwise permitted by law.

You may unsubscribe from marketing communications at any time by using the unsubscribe link included in marketing emails or by contacting me directly.

8. Cookies and Analytics

My website may use cookies and analytics tools, including Google Analytics, to help understand how visitors use the website and to improve website performance and user experience.

These tools may collect information such as:

  • Device information

  • Browser type

  • IP address

  • Pages visited

  • Time spent on pages

  • General geographic location

Where required by law, your consent will be obtained before non-essential cookies are placed on your device.

You can manage cookie preferences through your browser settings.

9. Sharing Your Information

Your information will never be sold or rented to third parties.

Information may be shared only where necessary with:

  • Professional advisers

  • Insurers

  • Regulatory authorities

  • Law enforcement agencies where legally required

  • Medical professionals where appropriate and with your consent, unless there is an emergency or legal obligation

  • Jane App and its authorised service providers for appointment management and payment processing

10. Data Security

I take appropriate technical and organisational measures to protect personal information against unauthorised access, loss, misuse or disclosure.

Client records are stored securely and access is restricted to authorised persons only.

11. Data Retention

I retain personal information only for as long as necessary to fulfil the purposes for which it was collected and to comply with legal, insurance and professional obligations.

Treatment records may be retained for up to 7 years after your last appointment. Records relating to minors may be retained for longer where required by legal or professional guidance.

Payment and financial records may be retained for longer where required by tax or accounting regulations.

12. Your Rights

Under UK data protection law, you have the right to:

  • Access your personal information

  • Request correction of inaccurate information

  • Request erasure of your information in certain circumstances

  • Restrict processing

  • Object to processing

  • Request data portability where applicable

  • Withdraw consent where processing is based on consent

To exercise any of these rights, please contact me using the details provided above.

13. Complaints

If you have concerns about how your information is handled, please contact me in the first instance.

You also have the right to lodge a complaint with the Information Commissioner's Office (ICO).

Website: https://ico.org.uk

Telephone: 0303 123 1113

14. Changes to This Privacy Policy

I may update this Privacy Policy from time to time to reflect changes in legal requirements, business practices or services.

Any updates will be published on this page and will take effect immediately upon publication.