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ActivRehab Privacy Policy

Last updated: 23 July 2026

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ActivRehab respects your privacy and is committed to protecting your personal information. This Privacy Policy explains what information we collect, why we collect it, how we use it and the rights you have.

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1. Who We Are

ActivRehab provides physical therapy, rehabilitation and clinical exercise services in England.

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For data protection purposes, ActivRehab is the data controller. This means we are responsible for deciding why and how your personal information is used.

Legal business name: ActivRehab Ltd

Trading name: ActivRehab

Clinic address: Unit 3, 4 Wolseley Road, Kempston, MK42 7AY

Email: info@activrehab.co.uk

Please contact us using the details above if you have any questions about this Privacy Policy or how we use your information.

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2. Information We Collect

We only collect information that we reasonably need to provide our services and operate the clinic.

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This may include:

  • your name, date of birth and contact details;

  • your address and emergency contact details;

  • appointment, booking and cancellation information;

  • information about your health, medical history, symptoms, injury or condition;

  • assessment findings, clinical notes and treatment plans;

  • exercise and rehabilitation programmes;

  • information about your progress, symptoms, pain, wellbeing and exercise completion;

  • information provided by your GP, consultant, insurer or another healthcare professional;

  • payment, invoicing and insurance information;

  • communications between you and ActivRehab;

  • information relating to feedback, concerns or complaints;

  • website member account information, where applicable; and

  • technical information collected when you use our website, such as your IP address, browser type, device information and cookie preferences.

 

Information about your physical or mental health is known as special category data. It is sensitive information and receives additional protection under data protection law.

 

We do not intentionally collect more information than we need.

 

3. How We Collect Your Information

We may collect information directly from you when you:

  • contact us;

  • complete an enquiry, registration, consent or health form;

  • book or attend an appointment;

  • receive treatment or an exercise programme;

  • communicate with us about your care;

  • make a payment;

  • create a website member account;

  • use our website; or

  • provide feedback or make a complaint.

 

We may also receive information from:

  • a parent, guardian, carer or other person acting on your behalf;

  • your GP, consultant or another healthcare professional;

  • an insurer, employer or organisation funding your treatment;

  • a referring organisation; or

  • another healthcare provider involved in your care.

 

Where another person provides information on your behalf, we may ask them to confirm that they have your permission to do so.

 

4. How We Use Your Information

We may use your information to:

  • respond to enquiries;

  • assess whether our services are suitable for you;

  • arrange, confirm and manage appointments;

  • send appointment confirmations and reminders;

  • provide physiotherapy, rehabilitation and clinical exercise services;

  • create and maintain accurate clinical records;

  • prepare and deliver treatment and exercise plans;

  • monitor your progress and adjust your treatment;

  • communicate with you about your care;

  • communicate with other healthcare professionals involved in your care;

  • manage referrals;

  • process payments, invoices, refunds and insurance claims;

  • manage cancellations and outstanding payments;

  • meet our professional, safeguarding, insurance and legal responsibilities;

  • manage complaints, concerns or legal claims;

  • maintain the security of our systems;

  • manage and improve our services;

  • manage website member accounts;

  • understand how our website is used; and

  • send marketing information where you have agreed to receive it or where we are otherwise legally permitted to do so.

 

We will not use your information for an unrelated purpose without first explaining the new purpose and identifying an appropriate legal reason for using it.

 

5. Our Legal Reasons For Using Your Information

Data protection law requires us to have a lawful basis for collecting and using personal information.

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

 

Contract

We may use your information where it is necessary to provide services you have requested, manage your appointments, communicate with you about those services and process payments.

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Legal obligation

We may use your information where necessary to comply with tax, accounting, safeguarding, professional, regulatory or other legal responsibilities.

 

Legitimate interests

We may use your information where it is reasonably necessary to operate and protect ActivRehab, improve our services, manage complaints, recover unpaid fees, maintain records or communicate effectively with patients.

We will only rely on legitimate interests where our interests do not unfairly override your rights and freedoms.

 

Consent

We may rely on your consent for activities such as optional marketing, non-essential website cookies or particular types of information sharing.

 

You may withdraw your consent at any time. This will not affect information that was lawfully used before consent was withdrawn.

 

Vital interests

In an emergency, we may use or share information where this is necessary to protect your life or another person’s life.

 

6. Health And Clinical Information

Information about your health is special category data and requires additional protection.

We normally use health information because it is necessary to:

  • assess your health and rehabilitation needs;

  • provide healthcare, physiotherapy and rehabilitation services;

  • monitor and manage your treatment;

  • maintain appropriate clinical records; or

  • establish, exercise or defend a legal claim.

 

Health information is handled by, or under the responsibility of, people who are subject to professional or contractual duties of confidentiality.

 

Where necessary, we may also rely on your explicit consent or another condition permitted by data protection law.

 

7. Cliniko

We use Cliniko as our appointment booking and practice-management system.

 

Cliniko may be used to manage:

  • online bookings;

  • appointment confirmations and reminders;

  • patient contact details;

  • health information;

  • clinical notes and treatment records;

  • letters and communications;

  • invoices and payments; and

  • other practice-management activities.

 

Cliniko generally processes patient information on behalf of ActivRehab. ActivRehab remains responsible for deciding why the information is collected and how it is used.

 

Cliniko may use approved service providers and subprocessors to operate and support its services.

 

8. RehabGuru

We use RehabGuru to create, deliver and manage personalised exercise and rehabilitation programmes.

 

Information entered into RehabGuru may include:

  • your name and email address;

  • information about your injury, condition or rehabilitation needs;

  • prescribed exercises;

  • rehabilitation programmes and instructions;

  • information about your progress;

  • exercise completion information;

  • pain, symptom or wellbeing scores;

  • notes or feedback you provide; and

  • relevant outcome information.

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We only enter information that is reasonably necessary to create, deliver and monitor your rehabilitation programme.

Rehab Guru Ltd generally processes patient information on behalf of ActivRehab. ActivRehab remains responsible for deciding why the information is collected and how it is used.

 

RehabGuru may be connected to Cliniko. This may allow relevant patient information to be transferred between the systems and a copy of your exercise programme to be added to your Cliniko clinical record.

 

You may receive an email or access link inviting you to view your exercise programme through the RehabGuru website or mobile application.

 

9. Our Website And Wix Members Area

Our website is created and hosted using Wix.

When you visit the website, Wix may process limited technical information such as your IP address, browser type, device information, security information and details of how the website is accessed.

 

10. Cookies

Our website uses cookies and similar technologies.

 

Cookies are small files stored on your device when you visit a website. Some cookies are essential for the security, stability and basic operation of the website. Other cookies may support functions such as remembering preferences or measuring how the website is used.

 

We use Usercentrics for Wix to display our cookie banner, record your cookie preferences and allow you to change those preferences.

 

Through the cookie banner, you can:

  • select Accept to allow the available cookie categories;

  • select Deny to reject non-essential cookies; or

  • choose your preferred cookie categories and select Save Settings.

 

Essential cookies cannot normally be disabled because they are required for the website to operate properly.

 

Non-essential cookies, including non-essential analytics cookies, will only be used where you have provided the required consent.

 

We do not currently use third-party advertising or remarketing tools such as Google Ads, Meta Pixel, TikTok Pixel or Hotjar.

 

We will review and update our cookie information before introducing any additional analytics, advertising or tracking services.

 

You can change your cookie preferences at any time through the cookie settings available on our website.

 

11. Who We Share Information With

We do not sell your personal information.

 

Where necessary, appropriate and lawful, we may share relevant information with:

  • ActivRehab clinicians and authorised administrative staff;

  • your GP, consultant or another healthcare professional involved in your care;

  • a parent, guardian or carer where appropriate;

  • an insurer, employer or organisation funding or arranging your treatment;

  • professional regulators and professional indemnity insurers;

  • accountants, legal advisers and auditors;

  • payment-processing and invoicing providers;

  • website, email, telephone and secure IT providers;

  • Cliniko;

  • Rehab Guru Ltd;

  • Wix and Usercentrics;

  • safeguarding organisations or emergency services;

  • courts, law-enforcement organisations or public authorities; and

  • other organisations where disclosure is required or permitted by law.

 

We only share the information reasonably necessary for the relevant purpose.

 

Where another organisation processes information on our behalf, it must protect the information and only use it in accordance with our instructions, its contractual responsibilities and applicable data protection law.

 

We will usually seek your agreement before sharing clinical information with another healthcare professional. However, there may be circumstances where we are legally permitted or required to share information without consent, including where there is a serious risk to someone’s safety, a safeguarding concern or another legal obligation.

 

12. International Processing

Some of the organisations that provide or support our systems may be based outside the United Kingdom or may use service providers located in other countries.

 

This means that limited personal information may sometimes be accessed or processed outside the United Kingdom, even where the main information is hosted within the UK.

 

Where personal information is transferred outside the United Kingdom, we take reasonable steps to ensure appropriate legal, contractual and security safeguards are in place. These may include using a country recognised as providing an adequate level of data protection or using approved data-transfer agreements.

 

You may contact us for further information about the safeguards used for relevant international transfers.

 

13. Payments

Payments may be processed through a third-party payment provider.

 

The payment provider may collect information such as your name, billing details and payment-card information. ActivRehab does not normally receive or store your complete payment-card details.

 

Payment providers process information according to their own privacy policies and legal responsibilities.

 

Payment and invoicing records may be retained where necessary for accounting, tax, insurance and legal purposes.

 

14. How long we keep your information

We keep personal information only for as long as it is reasonably needed and to meet our professional, insurance, tax and legal responsibilities.

 

Adult clinical records will normally be retained for at least eight years following the last episode of treatment.

 

Records relating to children and young people may be kept for longer, in accordance with applicable professional and legal guidance.

 

Some records may need to be retained for longer where:

  • treatment is ongoing;

  • a complaint or legal claim has been made or may reasonably arise;

  • an insurer requires a longer retention period;

  • a safeguarding concern applies; or

  • another legal or professional obligation applies.

 

Financial and transaction records will be retained for the period required by tax, accounting and legal rules.

 

Enquiries that do not result in treatment will normally be retained for no longer than 12 months, unless there is a valid reason to keep them for longer.

 

Website member account information will normally be retained for as long as the account remains active. Information may be retained for a limited period after an account is closed where this is necessary for security, legal or administrative reasons.

 

When information is no longer needed, it will be securely deleted, anonymised or destroyed.

 

15. How We Protect Your Information

We take reasonable technical and organisational measures to protect personal information from loss, misuse, unauthorised access, alteration or disclosure.

 

These measures include:

  • using secure and password-protected systems;

  • restricting access to people who need the information;

  • using individual user accounts and access permissions;

  • maintaining confidentiality procedures;

  • using reputable service providers;

  • keeping devices and software appropriately secured; and

  • securely deleting or destroying information when it is no longer required.

 

Although we take appropriate precautions, no website, email service or electronic storage system can be guaranteed to be completely secure.

 

Please avoid sending highly sensitive health information through ordinary email, social media or the Wix Members Area unless we have specifically agreed that this is appropriate.

 

16. Marketing Communications

We may send information about ActivRehab’s services, events or relevant updates where you have agreed to receive it or where we are otherwise legally permitted to do so.

 

You may unsubscribe at any time by selecting the unsubscribe option in a marketing email or by contacting us.

 

Unsubscribing from marketing will not stop essential service communications, such as appointment confirmations, reminders, payment information or messages relating to your treatment.

 

We do not use your health information for targeted advertising.

 

17. Children And Young People

Where ActivRehab provides services to a child or young person, we may collect information from both the patient and their parent, guardian or carer.

 

We will take account of:

  • the child or young person’s age and understanding;

  • their confidentiality and data protection rights;

  • parental responsibility;

  • professional consent requirements; and

  • their best interests.

 

Where appropriate, information will be explained directly to the child or young person in language they can understand.

 

18. Your Data Protection Rights

Depending on the circumstances, you may have the right to:

  • ask for a copy of the personal information we hold about you;

  • ask us to correct inaccurate or incomplete information;

  • ask us to delete information;

  • ask us to restrict how information is used;

  • object to certain uses of your information;

  • receive certain information in a portable format;

  • withdraw consent where we rely on consent; and

  • complain about how your information has been handled.

 

These rights are not always absolute.

 

For example, we may be unable to delete clinical records where we need to keep them to meet professional, legal, safeguarding or insurance obligations.

 

To exercise any of these rights, please contact us using the details at the beginning of this policy. We may need to confirm your identity before responding.

 

We will respond within the period required by data protection law.

 

19. Concerns And Complaints

Please contact us first if you have concerns about how we collect or use your personal information. We will take your concern seriously and do our best to resolve it.

 

You also have the right to raise a concern with the Information Commissioner’s Office, which is the United Kingdom’s independent data protection regulator.

 

Information about making a complaint is available through the Information Commissioner’s Office website.

 

20. Links To Other Websites And Services

Our website may contain links to websites or services operated by other organisations, including Cliniko and RehabGuru.

 

ActivRehab is not responsible for the privacy practices of those external websites or services. You should review the relevant provider’s privacy information before submitting personal information directly to it.

 

21. Changes To This Policy

We may update this Privacy Policy when our services, systems, providers or legal responsibilities change.

 

The latest version will be published on our website and the date at the beginning of the policy will be updated.

 

We will update this policy before introducing a new use of personal information, including AI-assisted clinical documentation or consultation-recording software.

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