Website Policies

1.1 About Revive

Revive is a massage and scar therapy business owned and operated by Gemma Carter.

This Privacy Notice explains how Revive collects, uses, stores and protects personal information provided by clients and website visitors.

Revive takes the privacy and confidentiality of clients seriously and aims to handle personal information responsibly and securely.

1.2 Information We May Collect

Depending on the services you use, Revive may collect:

• Your name and contact details
• Date of birth or age where relevant
• Appointment and booking information
• Relevant health and medical information
• Information about previous surgery, injuries or treatment
• Information about scars and surrounding tissue
• Treatment notes and treatment history
• Treatment progress information
• Photographs of treatment areas taken as part of scar therapy
• Payment and transaction information
• Communications between you and Revive
• Information relating to complaints, incidents or concerns
• Preferences relevant to your treatment or communication

Not all information will be collected from every client.

1.3 Health Information

Some information provided during consultation or treatment may constitute health information or other special category personal data.

This information is collected where it is relevant and necessary to provide safe and appropriate treatment, maintain treatment records, monitor progress, manage appointments or meet applicable legal obligations.

1.4 How We Use Your Information

Your information may be used to:

• Manage appointments and bookings
• Assess whether treatment is appropriate
• Provide massage and scar therapy
• Maintain accurate treatment records
• Monitor treatment progress
• Document how a scar responds to treatment
• Communicate with you about appointments or treatment
• Process payments
• Deal with complaints or incidents
• Maintain appropriate business and administrative records
• Meet legal, insurance or regulatory requirements
• Protect the health, safety and wellbeing of clients and the practitioner

1.5 Treatment Photographs

As part of scar therapy, Revive may take photographs of a scar or treatment area to document its appearance, assess how it responds to treatment and monitor progress.

These photographs are treated as confidential treatment information and may form part of your treatment record.

Revive will aim to minimise identifying information in treatment photographs where reasonably practicable.

Treatment photographs are not automatically used for marketing.

If Revive wishes to use a photograph for the website, social media, advertising, promotional material, education, training or another public-facing purpose, separate and specific consent will be requested.

Declining consent for marketing use will not affect your treatment.

1.6 Booking and Practice Management Systems

Revive uses a booking and practice management system to manage appointments and relevant client information.

Information held within these systems will be managed in accordance with applicable data protection requirements.

1.7 Confidentiality

Revive will keep client information confidential and will not sell or rent personal information.

Information may be shared where there is an appropriate and lawful reason, including:

• With your consent or authorisation
• Where necessary to provide a service
• Where required by law
• Where necessary to protect someone's health or safety
• With appropriate service providers acting on Revive's behalf
• Where necessary to deal with a complaint, incident or legal matter

1.8 Security

Revive takes reasonable steps to protect personal information against loss, misuse, unauthorised access, alteration or disclosure.

Electronic records will be protected using appropriate account, password and security measures.

Paper records, where used, will be stored securely.

1.9 How Long We Keep Information

Revive will retain personal information only for as long as reasonably necessary and in accordance with applicable legal, regulatory, insurance and business requirements.

Different types of information may need to be retained for different periods.

1.10 Your Rights

Depending on the circumstances and applicable law, you may have rights including:

• Requesting access to personal information held about you
• Requesting correction of inaccurate information
• Requesting deletion where applicable
• Requesting restriction of processing in certain circumstances
• Objecting to certain processing
• Withdrawing consent where consent is the lawful basis for processing

To exercise your rights or ask a question about your personal information, please contact Revive using the details at the end of this document.

1.11 Children and Young People

Revive primarily provides services to adults.

If Revive provides services to anyone under 18 in the future, appropriate consent, safeguarding and treatment arrangements will be put in place.

1.12 Website Information and Cookies

The Revive website may collect limited information about visitors, including information submitted through contact or booking forms and technical information generated when using the website.

Cookies or similar technologies may be used where appropriate for website functionality, security, analytics or other legitimate purposes.

1.13 Data Breaches

If Revive becomes aware of a personal data breach, reasonable steps will be taken to contain and investigate the breach, assess potential risks and take any notification or remedial action required by applicable data protection law.

1.14 Privacy Concerns

If you have a concern about how Revive has handled your personal information, please contact Revive first so that the concern can be investigated.

You may also have the right to complain to the Information Commissioner's Office.

1.15 Changes to This Privacy Notice

Revive may update this Privacy Notice from time to time.

The latest version will be made available through Revive's usual communication channels.

2.1 Our Approach

Revive aims to ensure that every client understands the treatment they are receiving and has the opportunity to make an informed decision about whether to proceed.

2.2 Before Treatment

Before treatment, you will be given appropriate information about the proposed treatment.

This may include:

• What the treatment involves
• Areas of the body that may be treated
• The purpose of the treatment
• Relevant considerations or potential discomfort
• Any reasons treatment may need to be modified or postponed

You will have the opportunity to ask questions before treatment begins.

2.3 Ongoing Consent

Consent is an ongoing process.

You can:

• Ask questions at any time
• Request a change to the treatment
• Ask for treatment to pause
• Ask for treatment to stop
• Withdraw your consent

Revive will respect your decision to stop treatment.

2.4 Your Responsibility

You should provide accurate and relevant information about your health, medications, previous surgery, injuries, medical conditions and other circumstances that may affect treatment.

Please tell Revive about relevant changes before treatment.

2.5 Treatment Suitability

Revive will consider whether treatment is appropriate based on the information available at the time.

Treatment may be modified, postponed or declined if it is considered inappropriate or potentially unsafe to proceed.

2.6 Scar Therapy

Scar therapy will only be undertaken where the scar and surrounding area appear suitable for treatment.

Treatment may be postponed or declined where there are concerns including:

• Open or broken skin
• Signs of infection
• Significant inflammation
• Significant swelling
• Bleeding
• Poor healing
• Significant pain
• Other signs that the area may not be suitable for treatment

Where appropriate, Revive may recommend seeking medical advice before treatment proceeds.

2.7 Comfort, Dignity and Positioning

Revive is committed to maintaining your dignity and comfort throughout treatment.

Treatment positioning, draping and areas being treated will be discussed as appropriate.

You can raise concerns or request reasonable adjustments at any time.

2.8 Treatment Photography

Photographs may be taken during scar therapy to monitor the appearance of the scar and its response to treatment.

These photographs may form part of your treatment record and will be handled confidentially.

Separate specific consent will be required for marketing or public use.

3.1 Booking Appointments

When you book an appointment with Revive, the appointment time is reserved specifically for you.

Bookings may be made through the online booking system or directly with Revive.

You are responsible for providing accurate contact details and relevant information required to arrange and provide treatment.

3.2 Treatment Suitability

All treatments are subject to suitability.

Revive may modify, postpone or decline treatment where it is considered inappropriate or potentially unsafe to proceed.

For scar therapy, treatment may be postponed or declined where the scar or surrounding area is not suitable for treatment.

3.3 Client Health Information

You are responsible for providing accurate and relevant information regarding:

• Health conditions
• Medications
• Previous surgery
• Injuries
• Relevant medical history
• Changes in health
• Other information that may affect treatment

Incomplete or inaccurate information may affect whether treatment can safely be provided.

3.4 Consent

You consent to treatment after having the opportunity to understand the proposed treatment and ask questions.

Consent remains ongoing throughout treatment and can be withdrawn at any time.

3.5 Cancellation, Rearranging and No-Show Charges

Appointments are reserved exclusively for you. Revive therefore operates the following cancellation policy.

Cancellation or rearrangement 48 hours or more before the appointment

You may cancel or rearrange an appointment without charge provided at least 48 hours' notice is given before the scheduled appointment time.

Cancellation or rearrangement less than 48 hours before the appointment

If an appointment is cancelled or rearranged with less than 48 hours' notice, a cancellation charge of 50% of the appointment value will apply to all Revive services.

No-show

If you do not attend your appointment and have not cancelled or contacted Revive, 100% of the appointment value will be charged.

Illness

If you are unwell, please contact Revive as soon as possible and do not attend if doing so may pose a risk to yourself or others.

The usual cancellation charge may still apply where an appointment is cancelled because of illness with less than 48 hours' notice.

Revive may use reasonable discretion in exceptional circumstances.

Late arrival

Please arrive in good time for your appointment.

If you arrive late, your treatment may need to be shortened so that the appointment finishes at the scheduled time.

The full appointment fee remains payable.

Cancellation summary

3.6 How to Cancel

Please contact Revive as soon as possible if you need to cancel or rearrange an appointment.

Email: revivescartherapy@gmail.com

Telephone: 07866 450224

Where available, you may also use the online booking system.

3.7 Payment

Payment is due in accordance with the booking arrangements provided by Revive.

Where a cancellation or no-show charge applies, Revive may request payment of the applicable charge before further appointments are provided or use an agreed payment method where applicable.

3.8 Confidentiality

Client information will be treated confidentially and managed in accordance with Revive's Privacy Notice and applicable data protection requirements.

3.9 Treatment Photography

Treatment photographs may be taken as part of scar therapy to monitor treatment progress.

Treatment photographs are not automatically used for marketing.

Separate specific consent will be requested for any marketing, promotional, social media, website or advertising use.

3.10 Equality and Respect

Revive aims to provide a welcoming and respectful environment.

Discrimination, harassment, bullying, threatening behaviour, abuse or inappropriate conduct will not be tolerated.

Revive may refuse or end an appointment where behaviour creates a safety, dignity or wellbeing concern.

3.11 Complaints

Clients are encouraged to raise any concerns directly with Gemma Carter so that Revive can investigate and, where possible, resolve the matter.

Further information is provided in the Complaints Policy below.

3.12 Changes to These Terms

Revive may update these Terms & Conditions from time to time.

Where a change materially affects an existing booking, reasonable notice will be provided where practicable.

4.1 Purpose

This policy explains Revive's approach to appointment cancellations, rearrangements, late arrivals and missed appointments.

Appointments are reserved exclusively for the individual client. Providing adequate notice allows Revive to offer the appointment to another client where possible.

4.2 Cancellation With 48 Hours' Notice or More

You may cancel or rearrange an appointment without charge where at least 48 hours' notice is provided before the scheduled appointment time.

4.3 Cancellation With Less Than 48 Hours' Notice

Where an appointment is cancelled or rearranged with less than 48 hours' notice, a charge of 50% of the appointment value will apply to all Revive services.

4.4 No-Show Appointments

Where you do not attend your appointment and have not cancelled or contacted Revive, a charge of 100% of the appointment value will apply.

4.5 Illness

If you are unwell, please contact Revive as soon as possible.

You should not attend if you have a significant infectious illness or believe attending could pose a risk to yourself or others.

Where an appointment is cancelled because of illness with less than 48 hours' notice, the usual cancellation charge may still apply.

Revive reserves the right to use reasonable discretion in exceptional circumstances.

4.6 Late Arrival

Please arrive in good time for your appointment.

If you arrive late, your treatment may need to be shortened so that it finishes at the scheduled time.

The full appointment fee remains payable.

Please contact Revive as soon as possible if you know that you will be late.

4.7 How to Cancel or Rearrange

Please contact Revive as soon as possible:

Email: revivescartherapy@gmail.com

Telephone: 07866 450224

Where available, the online booking system may also be used.

4.8 Cancellation Charge Summary

5.1 Our Commitment

Revive aims to provide a professional, respectful and positive experience for every client.

If something has not met your expectations, Revive welcomes the opportunity to understand your concerns and, where possible, put matters right.

5.2 Raising a Concern

Clients are encouraged to raise concerns as soon as reasonably possible.

You can contact Gemma Carter directly:

Email: revivescartherapy@gmail.com

Telephone: 07866 450224

Where appropriate, concerns can also be raised during an appointment.

5.3 How Complaints Will Be Handled

Revive will aim to:

1. Listen to the concern.
2. Clarify what has happened.
3. Review relevant information and records.
4. Discuss the matter with the client where appropriate.
5. Provide an explanation or response.
6. Put matters right where reasonably possible.
7. Identify any improvements that may help prevent similar concerns in the future.

5.4 Confidentiality

Complaints will be handled respectfully and as confidentially as reasonably possible.

Information may need to be shared where there is a lawful reason to do so.

5.5 Further Concerns

If a client remains dissatisfied after Revive has considered their complaint, they may seek independent advice or pursue any further rights available to them.

6.1 Our Commitment

Revive is committed to providing a welcoming, respectful and inclusive environment for clients.

Everyone should be treated with dignity and respect.

6.2 Equality

Revive aims to provide services fairly and without unlawful discrimination, including discrimination relating to characteristics protected by law, such as:

• Age
• Disability
• Sex
• Race
• Religion or belief
• Sexual orientation
• Gender reassignment
• Pregnancy and maternity
• Marriage and civil partnership

6.3 Reasonable Adjustments

Where reasonably practicable, Revive will consider reasonable adjustments to help clients access treatment and feel comfortable.

Clients are encouraged to discuss any accessibility or communication requirements when booking or before treatment.

6.4 Respect and Dignity

Massage and scar therapy can involve personal, sensitive or intimate circumstances.

Revive will maintain professional boundaries and respect each client's dignity, privacy, comfort and personal choices.

6.5 Unacceptable Behaviour

Revive does not tolerate discrimination, harassment, bullying, abuse or threatening behaviour.

Revive reserves the right to refuse or end an appointment where behaviour creates a safety, dignity or wellbeing concern.