Policies

Cancellation & No-Show Policy

Thank you for choosing Touchstone for your massage therapy care. I value your business and your time. Because my clinic appointments are strictly managed, last-minute cancellations and no-shows impact my business and prevent other clients on the waiting list from receiving treatment.

Please read and familiarise yourself with the terms below.

1. 24-hour notice required

If you need to reschedule or cancel your appointment, you must do so at least 24 hours before your scheduled start time. You can cancel or change your booking by using the online booking system.

2. Cancellations and no-shows

Cancellation with more than 24 hours' notice: The full amount you have paid will be transferred to your next booking. If preferred, a full refund will be given.

Cancellation with less than 24 hours' notice or no-show: The full fee for your scheduled treatment will still apply.

3. Late arrivals

If you arrive late for your appointment, your session will still end at its originally scheduled time. This ensures that clients booked after you are not kept waiting. The full fee for your scheduled treatment will still apply.

4. Emergency exceptions

I understand that sudden illness or other unexpected events do happen from time to time. If you miss your appointment due to an unavoidable emergency, please contact me as soon as possible by sending me an email. These situations will be reviewed on a case-by-case basis at my sole discretion.

By booking an appointment with me, you acknowledge that you have read, understood, and agree to be bound by these terms.

Privacy Policy

I am committed to protecting and respecting your privacy. This policy explains how I collect, use, and safeguard your personal and health data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. The data I collect

When you book a treatment, use my website, or fill out a consultation form, I collect:

  • Personal Data:Your name, date of birth, phone number, email address, and emergency contact details.

  • Special Category Data: Health information, medical history, current medications, lifestyle details, and clinical notes from your massage sessions.

2. Why I process your data

  • Contractual Necessity: I need your contact details to manage your bookings, send reminders, and handle billing.

  • Legitimate Interests & Healthcare: I collect sensitive health history data to safely design and deliver your massage treatments, check for medical contraindications, and fulfil the strict record-keeping requirements of my professional liability insurance.

3. How long I keep your data

In line with UK insurance and professional body guidelines, I hold your consultation records and treatment notes for a minimum of 7 years from the date of your last appointment. After this period, data is securely destroyed.

4. Data security & sharing

  • Your information is stored securely.

  • I never sell your data or share it with third parties for marketing purposes.

  • I will only share your data if required by law, or if you request that I send your notes to another medical professional (e.g., your physiotherapist or GP).

5. Your rights

Under UK GDPR, you have the right to request a copy of the data I hold about you, request corrections to inaccurate data, or lodge a complaint with the Information Commissioner’s Office (ICO) if you believe your data has been mishandled. Note: My legal requirement to retain medical records for insurance purposes overrides the right to immediate deletion.

Data Controller: Helen Lewis

Policy last updated: July 2026