Cancellation Policy
Our clinic policies are designed to be fair, transparent, and consistent for all patients. Please read them carefully before booking an appointment or purchasing a treatment plan. By booking with us, you confirm that you have read and agreed to the policies below.
Cancellations & No-Shows
Appointments are reserved exclusively for you.
We require a minimum of 24 hours’ notice to cancel or reschedule an appointment.
Appointments cancelled with less than 24 hours’ notice, or missed without notice (DNA), will be charged in full.
This applies regardless of the reason for cancellation, including illness or personal circumstances.
Cancellation Fees (Per Appointment)
Late cancellations and no-shows are charged per appointment, not per treatment plan.
Charges apply at the full appointment rate:
Consultations: £70
Massage appointments: £50
Pilates sessions: £40
Counselling sessions: £80
Fees are applied automatically in line with this policy.
Refunds & Discretion
Any refunds, fee reductions, or exceptions outside the policies above are offered entirely at the clinic’s discretion.
Discretionary decisions are made case-by-case.
Discretion does not create an entitlement or set a precedent.
Our standard policies remain unchanged unless confirmed in writing by the clinic.
Treatment Plans & 14-Day Cooling-Off Period
Treatment plans are discounted packages of care offered to support continuity and outcomes.
All treatment plans include a 14-day cooling-off period from the date of purchase.
During this period, a plan may be cancelled for a full refund, provided no sessions have been used.
If any sessions are used during the cooling-off period, those sessions will be charged at the full standard appointment rate, and the remaining balance refunded.
Once the 14-day cooling-off period has passed, treatment plans are non-refundable.
Booking or attending sessions may be treated as commencement of the treatment plan.
Late Payments
Payment is required at the time of booking unless otherwise agreed in advance.
Outstanding balances must be settled before further appointments are provided.
Late or unpaid balances may result in appointments being paused until payment is received.
A late payment fee of £30 may be applied.
Where balances remain unpaid, accounts may be referred to a third-party debt recovery service.
Privacy Policy
Scope
This Privacy Notice (also referred to as a Privacy Policy or Privacy Statement) explains how InTune Clinic Ltd collects, uses, stores and protects your personal information.
Personal data is any information relating to an identified or identifiable living individual.
InTune Clinic Ltd complies with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018 and the Privacy and Electronic Communications Regulations (PECR).
This Privacy Notice explains:
* What information we collect
* Why we collect it
* How we use it
* How we protect it
* Your rights regarding your personal information
Who We Are
InTune Clinic Ltd
10 Back Osborne Terrace
Jesmond
Newcastle upon Tyne
NE2 1NF
InTune Clinic Ltd provides healthcare services including:
* Osteopathy
* Physiotherapy
* Sports Massage
* Rehabilitation
* Exercise Therapy
* Pregnancy Musculoskeletal Care
* Other healthcare and wellbeing services
Treatment is delivered by appropriately qualified healthcare professionals in accordance with their professional regulatory standards.
Personal Data We Collect
To provide safe and effective healthcare we may collect:
* Name
* Date of birth
* Address
* Telephone number
* Email address
* GP details
* Emergency contact details
* Medical history
* Medication
* Previous injuries
* Examination findings
* Treatment records
* Appointment history
* Payment records
* Correspondence with you
We only collect information that is relevant and necessary for your care.
Clinical records are securely maintained using our clinical practice management system and are accessible only by authorised personnel involved in your care.
How We Use Your Information
We use your information to:
* Provide healthcare services
* Assess your condition
* Plan and deliver treatment
* Maintain clinical records
* Arrange appointments
* Contact you regarding your care
* Respond to enquiries
* Produce clinical reports when requested
* Meet legal and professional obligations
* Improve our services
Marketing
If you enquire about our services, we may contact you regarding your enquiry.
With your consent, we may also send information regarding:
* New services
* Clinic updates
* Health information
* Promotions
* Educational content
You may unsubscribe from marketing communications at any time.
We never sell your personal information.
Website Information
Our website may collect limited technical information including:
* IP address
* Browser type
* Device information
* Pages visited
* Time spent on pages
We use cookies to improve website performance and user experience.
You may disable cookies within your browser settings, although some website functions may not work correctly.
Legal Basis for Processing
We process your personal information under one or more of the following lawful bases:
* Your explicit consent
* Performance of a contract
* Compliance with legal obligations
* Legitimate interests
* Provision of healthcare
Special category health information is processed in accordance with Article 9 UK GDPR.
Legitimate Interests
Our legitimate interests include:
* Providing healthcare
* Maintaining accurate clinical records
* Responding to enquiries
* Managing appointments
* Improving patient care
* Managing the business
* Protecting patients and staff
* Promoting healthcare services where appropriate
Consent
Where consent is required, we will obtain your explicit consent before processing your information.
You may withdraw consent at any time where consent is the lawful basis for processing.
Withdrawal of consent will not affect processing already undertaken lawfully.
Sharing Your Information
We will only share your information where necessary.
This may include:
* Your GP
* Consultants
* Other healthcare professionals involved in your care
* Medical insurers
* Solicitors (where authorised)
* Regulatory bodies
* Professional indemnity insurers
* Our secure software providers
* Government agencies where required by law
We never sell personal information.
Data Security
Your information is stored securely using encrypted electronic systems and secure cloud-based services.
Access is limited to authorised personnel who require access to perform their duties.
We maintain appropriate technical and organisational measures to protect your personal information against:
* Loss
* Unauthorised access
* Misuse
* Alteration
* Disclosure
* Destruction
Data Retention
Adult clinical records are normally retained for eight years following your last treatment in accordance with professional guidance.
Records relating to children are normally retained until the patient reaches 25 years of age.
Financial records are retained in accordance with HMRC requirements.
After the appropriate retention period, records are securely destroyed.
Where Your Data Is Stored
Personal information is stored using secure systems that comply with UK GDPR.
Where information is processed outside the UK, appropriate safeguards are in place to protect your information.
Your Rights
Under UK GDPR you have the right to:
* Be informed about how your information is used
* Access your personal information
* Correct inaccurate information
* Request deletion of information (where applicable)
* Restrict processing
* Object to processing
* Data portability
* Withdraw consent where applicable
* Object to direct marketing
* Object to automated decision-making where applicable
We will respond to requests in accordance with UK GDPR.
Subject Access Requests
You may request a copy of your personal information.
We may request proof of identity before releasing any information.
Acceptable identification may include:
* Passport
* Driving licence
* Birth certificate
* Utility bill (less than three months old)
Contact Us
For any questions regarding this Privacy Notice or your personal information please contact:
Data Protection Lead
InTune Clinic Ltd
10 Back Osborne Terrace
Jesmond
Newcastle upon Tyne
NE2 1NF
Email: director@intune.clinic
Complaints
If you are unhappy with how we have handled your personal information, please contact us in the first instance.
If you remain dissatisfied, you have the right to complain to the Information Commissioner’s Office (ICO).
Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
Telephone: 0303 123 1113
Website: https://ico.org.uk
Changes to This Privacy Notice
We may update this Privacy Notice from time to time to reflect changes in legislation, guidance or our services.
The latest version will always be available on our website.