Privacy Policy

Information We Hold

We collect only the details needed to provide safe care and manage appointments.

• Contact and identity details from booking
• Clinical notes from assessments and treatment
• Documents you choose to share for your care
• Insurance or payment details when applicable

How Information Is Used

Data is used for treatment delivery, administration, and regulatory duties.

• Direct patient care and follow-up communication
• Keeping documents you choose to share with your care record
• Billing and approved insurer processing
• Clinical governance and safeguarding requirements

Home Visit Postcode Checks

When you check coverage or send a home-visit enquiry, we send your postcode to Postcodes.io to check whether it is within our home-visit area. We do not send your name, contact details, street address or clinical information to Postcodes.io. We keep your enquiry details so we can respond and arrange your visit. If you book, your visit address is kept with your appointment.

Ask Nexus AI Assistant

Ask Nexus gives general clinic and booking information. It is automated, not a live staff chat or a clinician, and cannot access your patient record, make a diagnosis, book an appointment or change one.

• Please do not enter names, contact details, booking or policy references, or personal medical information. Automated screening is a safeguard, not a guarantee that all personal information will be detected
• Where AI replies are enabled, your screened general question and up to four previous screened general questions with approved topic labels are sent to OpenAI to compose an answer using approved Nexus information. We do not send previous assistant replies, your patient file, booking page address, insurer-navigation selection, enquiry details or uploaded documents to OpenAI
• The chat and general follow-up choices stay in this tab's temporary memory. They are not saved in your patient file or browser storage and clear when you reload the page or start a new chat
• We request no stored OpenAI response. OpenAI may nevertheless retain API content for abuse monitoring, normally for up to 30 days, depending on its applicable settings and policies; this is not a zero-retention promise
• Production usage controls retain only aggregate request counts and short-lived random request identifiers, not question text, answers or visitor identifiers. We do not use chat content for advertising or analytics
• If you allow optional analytics on selected general website pages, we count assistant openings, delivered replies, fallback guidance, team handoffs, booking clicks and enquiry actions. These events contain no questions, answers, topics, funding choices or personal details. A saved enquiry is counted only after our enquiry system confirms receipt; booking clicks are not confirmed bookings
• If you choose Email the team, an optional enquiry form opens. You can edit the prefilled question and enter your contact details. Only pressing Send enquiry submits these details through our enquiry system; contact details and enquiry attachments are not sent to the AI. Closing the panel or starting a new chat does not erase an enquiry draft or receipt, but reloading the page does
• For individual care, documents or an existing booking, use the normal secure booking or enquiry options. If you need data protection help, contact the clinic

Optional Website Analytics

Where optional analytics is enabled, it remains off unless you choose to allow it. You can still browse and book without accepting analytics.

• With your permission, we measure general website interactions, Ask Nexus actions and counts of booking journeys started and completed. Assistant measurement records counts only, without chat content or a link to a patient or booking
• Booking measurements do not include your name, contact details, symptoms, insurer, appointment time, uploaded documents, or private booking links
• Google Analytics, if configured, is limited to selected general-information pages, not booking, appointment management, or clinical-content pages
• Use Cookie settings in the footer to change your analytics choice when these controls are available

Optional Advertising Measurement

If enabled, automatic advertising measurement requires a separate, fresh opt-in. For up to 24 hours, we can remember an eligible Google ad click and automatically report a confirmed clinic booking to Google from our server. Earlier permission for paid self-pay bookings does not enable measurement of insured bookings without a new choice. Declining does not affect booking, price or care.

• Google receives only the ad click, confirmation time and a fixed booking count, not patient identifiers, contact details, symptoms, treatment details, insurer, appointment times or private booking links
• No Google advertising script runs on booking forms or private pages; this is not personalised advertising, remarketing or enhanced conversions
• Use Cookie settings in the footer to withdraw advertising permission. A saved withdrawal stops future unsent measurements; a measurement already being sent cannot be recalled
• Earlier analytics or Return home permission does not enable the automatic option

Your Rights

You can request access, correction, or other rights in line with UK data law.

• Request a copy of your records
• Ask for correction of inaccurate information
• Contact the clinic for data protection support