Privacy Policy

The Wellness Lab is the trading name of Wellness Laboratory Group Ltd, registered in England and Wales under company number 11113870.

For the purposes of applicable data protection legislation, Wellness Laboratory Group Ltd is the data controller responsible for the personal information covered by this Privacy Policy.

Email: [email protected]
Telephone: 0203 687 0536

We only collect personal information that is reasonably necessary for the operation of our business, provision of our services and purposes described in this Privacy Policy.

Depending on how you interact with us, we may collect the following categories of information:

Identity Data

Including your first name, last name, date of birth and other identifying information where required.

Contact Data

Including your email address, telephone number, postal address and preferred method or time of contact.

Appointment and Service Data

Including information about appointments, consultations, therapies or services you have enquired about, booked or received from The Wellness Lab.

Health and Medical Data

Where necessary to assess your suitability for a therapy or provide our services, we may collect information concerning your health, medical history, existing medical conditions, medications, symptoms, treatment history or other health-related information.

Health information is treated as special category personal data under UK data protection law and receives additional protection.

Correspondence Data

Including emails, website enquiries, telephone communications and other correspondence between you and The Wellness Lab.

Payment and Transaction Data

Including information relating to payments made for our services. Where payments are processed by a third-party payment provider, payment card information may be collected and processed directly by that provider rather than stored by The Wellness Lab.

Website Usage Data

Including information about how you access and use our website, pages viewed, interactions with the website and referral information.

Technical Data

Including your IP address, browser type, device information, operating system and other technical information generated when you use our website.

Marketing and Communications Data

Including your preferences regarding receiving marketing communications, news, information and offers from The Wellness Lab.

We may collect personal information directly from you when you:

• submit an enquiry through our website;
• contact us by telephone, email or another communication method;
• book an appointment or consultation;
• attend one of our clinics;
• complete a health, consultation or consent form;
• purchase or receive a therapy or service;
• subscribe to marketing communications;
• provide feedback or a testimonial; or
• otherwise interact with us.

We may also automatically collect certain technical and website usage information through cookies and similar technologies.

In some circumstances, information may be received from third parties, including healthcare professionals, referral partners or service providers, where there is an appropriate lawful basis for doing so.

We may use your personal information for the following purposes:

Enquiries and Customer Service

To:

• respond to enquiries;
• contact you about the services you have expressed an interest in;
• provide information about our therapies and clinics; and
• manage communications with you.

We generally process this information because it is necessary to respond to your request or because we have a legitimate interest in providing effective customer service.

Appointments and Services

To:

• arrange and manage appointments;
• provide consultations;
• assess suitability for therapies;
• deliver the services you request;
• manage ongoing care and communication; and
• maintain appropriate records relating to services provided.

Depending on the circumstances, processing may be necessary for the performance of a contract with you, compliance with our legal obligations, provision of health-related services or another lawful basis available under data protection legislation.

Health Information

Because some of our services involve health and wellness, we may need to process information concerning your health.

Where we process special category health information, we will only do so where an appropriate lawful basis and special category condition applies. This may include where processing is necessary for the provision or management of health care or treatment by, or under the responsibility of, an appropriately regulated professional, or where you have provided explicit consent where that is the appropriate basis.

We will only collect health information that is relevant and necessary for the purpose for which it is being collected.

Payments

We may process personal and transaction information to:

• process payments;
• issue invoices or receipts;
• administer refunds where applicable; and
• maintain financial and accounting records.

This processing is generally necessary to perform our contract with you and/or comply with our legal obligations.

Website Operation and Security

We may process technical and usage information to:

• operate and maintain our website;
• protect the security of our website and systems;
• detect and prevent fraud or misuse;
• diagnose technical problems; and
• understand how visitors use our website.

Some of this processing is based on our legitimate interests in maintaining a secure and effective website. Where non-essential cookies or similar technologies are used, we will obtain consent where required.

Analytics and Service Improvement

We may use information to understand how our website and services are used, measure performance and improve the services we provide.

Where possible, information used for statistical or analytical purposes will be aggregated or anonymised.

Marketing

Where permitted by law, we may use your information to send you news, information, updates and offers relating to The Wellness Lab.

Where consent is required, we will only send these communications after you have chosen to receive them.

You can withdraw your consent or unsubscribe from marketing communications at any time.

Depending on the circumstances, we may process your personal information on one or more of the following legal bases:

• Contract – where processing is necessary to provide a service you have requested or to take steps at your request before entering into a contract.
• Legal obligation – where we are required to process information to comply with applicable laws or regulatory requirements.
• Legitimate interests – where processing is necessary for our legitimate business interests and those interests do not override your rights and freedoms.
• Consent – where you have given us permission to process your information for a particular purpose.

For special category information, including health information, we will also ensure that an appropriate additional condition under UK data protection legislation applies.

We do not sell your personal information.

Where necessary and legally permitted, personal information may be shared with carefully selected third parties that assist us in operating our business and providing our services.

These may include:

• healthcare professionals and practitioners involved in your care;
• IT, software, website and hosting providers;
• appointment and booking system providers;
• payment processing providers;
• email and communications providers;
• professional advisers, including accountants, lawyers, auditors and insurers;
• analytics and marketing service providers, where appropriate consent has been obtained;
• regulators and supervisory authorities; and
• law enforcement agencies, courts or other authorities where disclosure is required by law.

Third-party service providers acting on our behalf are only permitted to process personal information for the purposes for which it has been provided and are expected to protect that information appropriately.

Some of the service providers we use may process personal information outside the United Kingdom.

Where personal information is transferred internationally, we will take appropriate steps to ensure that the information remains adequately protected in accordance with UK data protection law.

This may include transferring information to countries recognised as providing an adequate level of protection or using approved contractual safeguards, such as the UK International Data Transfer Agreement or applicable UK Addendum to standard contractual clauses.

We only retain personal information for as long as reasonably necessary for the purposes for which it was collected, including satisfying legal, regulatory, accounting and reporting requirements.

Retention periods may vary depending on the type of information involved and the nature of our relationship with you.

When determining an appropriate retention period, we consider:

• the nature and sensitivity of the information;
• why the information was collected;
• applicable legal and regulatory requirements;
• potential risks associated with retaining the information; and
• whether the purpose can be achieved without continuing to retain identifiable information.

Where appropriate, information may be securely deleted or anonymised when it is no longer required.

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

Access to personal information is limited to employees, practitioners, contractors and service providers who require access for legitimate business or clinical purposes.

We apply additional care to information concerning your health because of its sensitive nature.

Our website may use cookies and similar technologies to operate correctly, understand website usage and, where you have consented, support analytics or marketing activities.

Essential cookies may be used where they are necessary for the operation and security of the website.

Non-essential analytics, advertising or marketing cookies will only be used in accordance with applicable consent requirements.

You can manage your cookie preferences through the cookie controls available on our website.

Please refer to our Cookie Policy for further information about the cookies and similar technologies used by The Wellness Lab.

Where you have agreed to receive marketing communications, we may contact you with relevant information, news and offers concerning The Wellness Lab and our services.

You can change your marketing preferences or withdraw your consent at any time by:

• using the unsubscribe option contained within a marketing email; or
• contacting us at [email protected].

Withdrawing consent to marketing will not affect communications that are necessary to administer an appointment or provide a service you have requested.

Depending on the circumstances, UK data protection law gives you a number of rights regarding your personal information.

These may include:

• Right of access – you can request a copy of the personal information we hold about you.
• Right to rectification – you can ask us to correct inaccurate or incomplete information.
• Right to erasure – in certain circumstances, you can ask us to delete your personal information.
• Right to restrict processing – in certain circumstances, you can ask us to restrict how your information is processed.
• Right to object – you may have the right to object to certain processing, including processing for direct marketing purposes.
• Right to data portability – in certain circumstances, you can request that information you have provided to us is supplied in a structured, commonly used and machine-readable format.
• Right to withdraw consent – where processing is based on consent, you can withdraw that consent at any time. Withdrawal does not affect the lawfulness of processing carried out before consent was withdrawn.

You will not normally be required to pay a fee to exercise your rights. We may need to request information from you to verify your identity before responding to a request.

If you have concerns about how we process your personal information, please contact us in the first instance so that we can investigate your concerns.

You also have the right to lodge a complaint with the Information Commissioner’s Office (ICO), the UK’s independent data protection regulator.

Our website may contain links to websites or services operated by third parties.

We are not responsible for the privacy practices of those third parties. We recommend reviewing the privacy policy of any third-party website or service before providing personal information.

We may update this Privacy Policy from time to time to reflect changes to our services, website, business practices or legal and regulatory requirements.

Any updated version will be published on our website with an updated revision date.

We recommend reviewing this Privacy Policy periodically.

If you have questions about this Privacy Policy, wish to exercise your data protection rights or have concerns about how your personal information is being processed, please contact:

Email: [email protected]
Telephone: 0203 687 0536