Privacy, GDPR, User Agreement & Cookie Policy

Comprehensive Legal Information for Rehab Genius Health

This document combines our Privacy Policy, GDPR Compliance Statement, User Agreement, and Cookie Policy to provide you with complete transparency regarding how we collect, process, and protect your information when you interact with Rehab Genius Health.

Last Updated: June 2026

1. Privacy Policy

1.1 Introduction

At Rehab Genius Health ("we," "our," or "us"), we are committed to protecting your privacy and maintaining the confidentiality of your personal information. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you visit our website, use our services, or interact with us in any way.

1.2 Information We Collect

1.2.1 Personal Information

We may collect personal information that you voluntarily provide to us, including but not limited to:

Contact information (name, address, email address, telephone number)
Date of birth
NHS number (if applicable)
Health insurance details
Medical history and health information
Information about your condition and symptoms
Records of your treatment and progress
Payment information
Correspondence with and about you

1.2.2 Automatically Collected Information

When you visit our website, we may automatically collect certain information about your device, including:

IP address
Browser type
Operating system
Referring website
Pages visited
Time and date of your visit
Time spent on pages
Other diagnostic data

1.3 How We Use Your Information

We use the information we collect for various purposes, including:

Providing and personalizing our physiotherapy and rehabilitation services
Processing appointments and managing your care
Communicating with you about your treatment
Processing payments and maintaining financial records
Improving our services and website functionality
Sending you appointment reminders
Contacting you regarding changes to our services or policies
Complying with legal and regulatory requirements
With your consent, sending you marketing communications about our services

1.4 Legal Basis for Processing Personal Information

Under the General Data Protection Regulation (GDPR), we process your personal information based on the following legal grounds:

Your consent
Performance of a contract (providing healthcare services)
Compliance with legal obligations
Legitimate interests (such as improving our services)
For the purposes of preventative or occupational medicine, medical diagnosis, or the provision of health treatment (special category data)

1.5 Information Sharing and Disclosure

We may share your personal information with:

Healthcare professionals directly involved in your care
Administrative staff for appointment scheduling and billing
Your health insurance provider (with your consent)
Your GP or referring healthcare professional (with your consent)
Regulatory bodies such as the HCPC when required
Legal and regulatory authorities when required by law
Third-party service providers who perform services on our behalf (such as payment processing or IT services)

We require all third parties to respect the security of your personal information and to treat it in accordance with the law.

1.6 Data Retention

We will retain your personal information only for as long as necessary to fulfill the purposes for which we collected it, including for the purposes of satisfying any legal, accounting, or reporting requirements.

Clinical records are typically retained for 8 years after your last appointment in accordance with NHS records management guidelines. For patients under 18, records are kept until the patient turns 25 (or 26 if they were 17 when treatment ended), or 8 years after their last treatment, whichever is longer.

1.7 Data Security

We have implemented appropriate security measures to prevent your personal information from being accidentally lost, used, or accessed in an unauthorized way. We limit access to your personal information to those employees and third parties who have a business need to know.

2. GDPR Compliance Statement

2.1 Your Rights Under GDPR

Under the General Data Protection Regulation (GDPR), you have several rights regarding your personal information:

2.1.1 Right to Access

You have the right to request copies of your personal information. We may charge a small fee for this service if the request is clearly unfounded, repetitive, or excessive.

2.1.2 Right to Rectification

You have the right to request that we correct any information you believe is inaccurate or complete information you believe is incomplete.

2.1.3 Right to Erasure

You have the right to request that we erase your personal information, under certain conditions. Note that this may be limited by our legal obligations to maintain medical records.

2.1.4 Right to Restrict Processing

You have the right to request that we restrict the processing of your personal information, under certain conditions.

2.1.5 Right to Object to Processing

You have the right to object to our processing of your personal information, under certain conditions.

2.1.6 Right to Data Portability

You have the right to request that we transfer the data we have collected to another organization, or directly to you, under certain conditions.

2.2 How to Exercise Your Rights

If you wish to exercise any of these rights, please contact us at:

Email: privacy@rehabgenius.co.uk
Phone: 0748 666 3023
Address:
Barbury House
8 Hardy Close
Ashton-on-Ribble
Preston PR2 2XP
United Kingdom

We will respond to all legitimate requests within one month. Occasionally, it may take us longer if your request is particularly complex or you have made several requests, in which case we will notify you and keep you updated.

2.3 International Data Transfers

We do not transfer your personal data outside the European Economic Area (EEA) unless necessary for your treatment or with your explicit consent. If such transfer becomes necessary, we will ensure appropriate safeguards are in place to protect your information.

2.4 Data Protection Officer

While not legally required for our organization, we have voluntarily appointed a Data Protection Officer (DPO) to oversee our data protection strategy and ensure compliance with data protection laws. Our DPO can be contacted at privacy@rehabgenius.co.uk.

3. User Agreement

3.1 Acceptance of Terms

By accessing our website, booking appointments, or using our services, you agree to be bound by this User Agreement. If you do not agree to these terms, please do not use our website or services.

3.2 Service Description

Rehab Genius Health provides physiotherapy and rehabilitation services, including musculoskeletal (MSK) physiotherapy, neurological rehabilitation, sports injury treatment, and mobile physiotherapy services.

3.3 User Responsibilities

When using our services, you agree to:

Provide accurate, complete, and up-to-date information about yourself
Inform us of any relevant changes to your health condition
Attend scheduled appointments or provide at least 24 hours' notice for cancellations
Follow the treatment advice and home exercise programs provided by our physiotherapists
Treat our staff with respect and courtesy
Pay for services in accordance with our payment terms

3.4 Appointment Cancellation Policy

We understand that plans change. To keep appointments available for everyone who needs them, please give us as much notice as you can if you need to cancel or reschedule. All refunds and credits below are proportional to the fee for the session you booked.

Notice required:

72 hours or more: 100% refund or credit
48 hours: 50% refund or credit
24 hours: 25% refund or credit
Less than 24 hours or same-day: charged in full (100%), no refund or credit

Notice is measured in calendar hours from your appointment start time, counted from when we receive your message. Refunds are returned to your original payment method within 5 to 10 working days. Credits can be used at either our Bolton or Preston clinic and do not expire.

If you are on a care plan, a same-day cancellation or missed appointment is counted as one used visit and deducted from your plan. This term is also set out in your care plan agreement.

If we cancel or reschedule: If we ever need to cancel or reschedule your appointment, we will give you as much notice as possible, offer you priority rebooking at the next available slot, and provide a full refund or credit for any session affected.

Your statutory right to cancel: If you book online or by telephone, you have a legal right to cancel within 14 days for a full refund, unless your appointment takes place within that period. These rights are in addition to the terms above.

Emergencies: Genuine emergencies are assessed case by case. We may ask for supporting evidence, which we will handle in line with our Privacy Policy above and use only to assess your request. Where an emergency applies, we will work with you to reschedule or reach a fair outcome. If you are not satisfied with our decision, you can raise it through our complaints procedure in section 6 below.

How to cancel or reschedule: Please let us know as early as you can by email or by telephone, and we will reschedule you at the next available slot. For cancellations within 48 hours, please call rather than email so we receive your message in time.

3.5 Payment Terms

Payment for services is due at the time of treatment unless alternative arrangements have been made in advance. For insurance-funded treatment, you remain responsible for any portion not covered by your insurance provider.

3.6 Intellectual Property

All content on our website, including text, graphics, logos, images, and software, is the property of Rehab Genius Health and is protected by intellectual property laws. You may not reproduce, distribute, or create derivative works from this content without our express written permission.

3.7 Limitation of Liability

To the fullest extent permitted by law, Rehab Genius Health shall not be liable for any indirect, incidental, special, consequential, or punitive damages, or any loss of profits or revenues, whether incurred directly or indirectly, or any loss of data, use, goodwill, or other intangible losses resulting from your use of our services.

3.8 Indemnification

You agree to indemnify, defend, and hold harmless Rehab Genius Health and its officers, directors, employees, and agents from and against any claims, liabilities, damages, losses, and expenses, including without limitation reasonable legal and accounting fees, arising out of or in any way connected with your access to or use of our services.

3.9 Modifications to Terms

We reserve the right to modify this User Agreement at any time. We will provide notice of significant changes by updating the "Last Updated" date at the top of this document and, where appropriate, notifying you by email or during your next visit to our clinic.

4. Cookie Policy

4.1 What Are Cookies

Cookies are small text files that are placed on your device when you visit our website. They allow us to recognize your device and store certain information about your preferences or past actions.

4.2 Types of Cookies We Use

4.2.1 Essential Cookies

These cookies are necessary for the website to function properly and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in, or filling in forms.

4.2.2 Performance Cookies

These cookies allow us to count visits and traffic sources so we can measure and improve the performance of our site. They help us to know which pages are the most and least popular and see how visitors move around the site.

4.2.3 Functional Cookies

These cookies enable the website to provide enhanced functionality and personalization. They may be set by us or by third-party providers whose services we have added to our pages.

4.2.4 Targeting Cookies

These cookies may be set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant advertisements on other sites.

4.3 Managing Cookies

Most web browsers allow you to control cookies through their settings preferences. However, if you limit the ability of websites to set cookies, you may worsen your overall user experience, as it will no longer be personalized to you.

4.4 Our Cookie Usage

We use cookies for the following purposes:

To enable certain functions of the website
To provide analytics and understand how you use our website
To store your preferences
To enable our online booking system to function properly
To personalize your experience

4.5 Third-Party Cookies

Some cookies are placed by third-party services that appear on our pages. We use services from the following third parties that may set cookies:

Google Analytics (for website analytics)
Online booking system provider
Social media platforms (if you use social sharing features)

4.6 Cookie Consent

When you first visit our website, you will be presented with a cookie banner that allows you to accept or decline non-essential cookies. You can change your preferences at any time by clicking on the "Cookie Settings" link in the footer of our website.

5. Contact Information

If you have any questions or concerns about this Privacy Policy, GDPR Compliance Statement, User Agreement, or Cookie Policy, please contact us at: