Privacy Policy

Last updated: 17 October 2026

This Privacy Policy explains how we collect, use, store and protect personal information when you visit our website, contact us, use our services or participate in our activities.

Who we are

New Horizons Health & Wellbeing is an independent sole-trader business owned and operated by Jess Wellstead, a qualified and registered physiotherapist and personal trainer.

What Personal Information We Collect

The information we collect depends on how you interact with New Horizons Health & Wellbeing.

Website Visitors and Enquiries

When you visit our website or contact us, we may collect:

• Your name and contact details, including your email address and telephone number.
• Information you include in an enquiry or message.
• Technical information relating to your visit, such as your IP address, browser type and website usage data, where collected through our website or its service providers.
• Cookie preferences and other information collected through cookies or similar technologies, where applicable.
• Please avoid including detailed medical information in general website enquiries unless it is necessary.

Physiotherapy, Personal Training and Wellbeing Services

When you use our services, we may collect information necessary to provide safe and appropriate support, including:

• Identity and contact information, such as your name, date of birth, address and telephone number.
• Emergency contact details, where appropriate.
• Health information, including relevant medical history, diagnoses, symptoms, medications, injuries, treatment records, assessment findings and progress.
• Information about your mobility, strength, balance, functional ability and individual goals.
• GP or other healthcare professional details and relevant medical correspondence, where needed.
• Consent forms, health screening questionnaires and information relating to your participation in activities.
• Appointment, attendance, referral and communication records.
• Payment, invoicing and transaction records.
• Health information is special-category personal data and receives additional protection under data protection law.

We aim to collect only the information necessary for the service being provided.

How We Collect Your Information

We may collect personal information:

• Directly from you through website enquiries, emails, telephone calls and other communications.
• Through registration, health screening, consent and assessment forms.
• During physiotherapy appointments, personal training sessions, exercise classes and other activities.
• From your GP, healthcare professionals, referral organisations or other relevant parties where appropriate and lawful.
• Automatically through website technologies, such as cookies, where these are used.
• Where we obtain information from another source, we will provide the required privacy information unless a legal exception applies.

How We Use Your Information

We use personal information for the following purposes:

• Responding to enquiries and providing information about our services.
• Arranging appointments, bookings, classes and activities.
• Assessing individual needs and providing physiotherapy, personal training and wellbeing services.
• Developing and reviewing appropriate treatment, exercise and rehabilitation plans.
• Monitoring progress and maintaining accurate professional records.
• Communicating about appointments, changes, follow-ups and relevant service information.
• Processing payments, maintaining accounts and managing invoices.
• Managing safety, safeguarding concerns, incidents and complaints.
• Meeting applicable legal, professional, regulatory and insurance requirements.
• Maintaining and improving our website and services, where appropriate.

We will not use your personal information for purposes that are incompatible with those explained in this policy without first establishing an appropriate legal basis and providing any additional information required.

Processing Information

Data protection law requires us to have a lawful basis for processing personal information.

Depending on the circumstances, we may rely on the following lawful bases:

• Contract: where processing is necessary to provide a service you have requested or to take steps at your request before entering into an agreement.
• Legal obligation: where processing is necessary to comply with legal requirements, including applicable financial, accounting or regulatory obligations.
• Legitimate Interests: where processing is necessary for our legitimate business interests, such as managing enquiries, administering services and maintaining business records, provided these interests do not override your rights and interests.
• Consent: where you have given valid consent for a specific purpose and consent is the appropriate legal basis.

Sharing Your Information

We treat personal and health information confidentially. We may share information only where necessary, appropriate and lawful.

This may include sharing information with:

• Your GP, other healthcare professionals or relevant care providers involved in your care, where appropriate and lawful.
• Secure clinical record, booking, communication or administrative software providers used to deliver our services.
• Payment providers, accountants, insurers and professional advisers where necessary.
• Relevant organisations where disclosure is required by law, or is necessary and lawful in connection with safeguarding, serious risks to safety or legal proceedings.

Where appropriate, we will seek your permission before contacting other healthcare professionals. However, there may be circumstances in which disclosure is permitted or required without your consent.

Where third-party organisations process personal information on our behalf, we will take appropriate steps to ensure that suitable data protection arrangements are in place.

How We Store and Protect Your Information

We take appropriate technical and organisational measures to protect personal information against unauthorised access, loss, alteration, disclosure or destruction. Depending on the type of information and the systems used, these measures may include access controls, passwords, secure electronic storage, appropriate confidentiality arrangements and secure storage of paper records. Access to personal and health information is restricted to those who need it for legitimate purposes. No method of electronic transmission or storage is completely secure. However, we take reasonable steps to protect the information entrusted to us.

How Long We Keep Your Information

We retain personal information only for as long as necessary for the purposes for which it was collected, taking account of applicable legal, professional, regulatory, insurance and accounting requirements.

Different types of information may be retained for different periods. For example:

• Clinical and treatment records are retained in accordance with applicable professional guidance, legal requirements and our record-retention arrangements.
• Enquiry and correspondence records are retained for as long as necessary to respond to enquiries and manage relevant business records.
• Financial and transaction records are retained for the periods required by applicable tax and accounting rules.
• Cookie information is retained according to the relevant cookie’s purpose and lifespan.

Where a specific retention period applies, we will follow that period. When information is no longer required, we will securely delete it or anonymise it where appropriate, unless there is a lawful reason to retain it for longer.

Cookies and Website Technologies

Our website may use cookies or similar technologies to support website functionality, remember preferences and, where applicable, understand how visitors use the website.

Cookies are small files stored on your device. Some are essential for the website to function, while others may be used for analytics, embedded content or other purposes. Where our website uses non-essential cookies or similar technologies that require consent, we will seek your consent before they are activated. You should be able to reject non-essential cookies as well as accept them and change your preferences later. We will provide information about the cookies used on our website, their purposes and any relevant third parties through our cookie information or cookie settings. You can also manage or delete cookies through your browser settings. Blocking certain cookies may affect some website functions.

Please note that browser settings alone do not replace any consent mechanism required by law.

Links to Other Websites

Our website may contain links to external websites or third-party services.

We are not responsible for the privacy practices or content of external websites. If you follow a link to another website, you should read its privacy policy before providing personal information.

Your Data Protection Rights

Under data protection law, you may have the right to:

• Access: request a copy of the personal information we hold about you.
• Rectification: ask us to correct inaccurate or incomplete information.
• Erasure: ask us to delete personal information in certain circumstances.
• Restriction: ask us to restrict the processing of your information in certain circumstances.
• Object: object to certain types of processing, including processing based on legitimate interests.
• Data portability: request your information in a portable format in certain circumstances.
• Withdraw consent: withdraw consent where processing is based on consent. This does not affect the lawfulness of processing carried out before withdrawal.

These rights are subject to legal conditions and exceptions. For example, we may need to retain certain clinical records or other information to meet legal or professional obligations even if you request deletion.

Complaints

If you have concerns about how we use your personal information, please contact us in the first instance so we can try to resolve them. You also have the right to complain to the Information Commissioner’s Office (ICO), the UK’s data protection regulator via ico.org.uk/make-a-complaint/

Marketing and Communications

• We may contact you about appointments, bookings, changes to services and other information directly relevant to a service you use.
• We will only send marketing communications where permitted by applicable law. -Where consent is required, we will obtain it before sending such communications.
• You can ask us to stop sending marketing communications at any time by contacting us. You may also use an unsubscribe facility where one is provided.

Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, website, data processing activities or legal requirements. The latest version will be published on our website with its updated date.

Contact Us

If you have questions about this Privacy Policy or how your personal information is handled, please contact Jess Wellstead by emailing [email protected]