Terms and conditions
&
GDPR

HAZEL AMPER PHYSIOTHERAPY

& The Back Lab

 

TERMS & CONDITIONS OF SERVICE

 

These Terms & Conditions apply to all clients receiving treatment or engaging with The Back Lab By booking an appointment via 

Our booking system (including SimplyBook.me or any external booking platform), or by attending an appointment, you agree to be bound by these Terms & Conditions.

  booking system (including SimplyBook.me or any external booking platform), or by attending an appointment, you agree to be bound by these Terms & Conditions.

 

1. Appointments

Appointments may be booked online, by telephone, by email or via a third-party platform (including SimplyBook.me). Appointment times are

 reserved exclusively for you and we ask clients to arrive on time.

If you arrive late, your appointment may be shortened to avoid inconvenience to other clients. The full fee will still apply.

 

2. Consent to Treatment

By attending an appointment, you consent to:

• assessment and treatment by a qualified physiotherapist/ instructor/therapist
• providing accurate and complete medical information
• hands-on therapy where required
• treatment planning and clinical note-taking
• referrals where medically appropriate
• collection, use and storage of your personal and medical data in line with GDPR

It is your responsibility to inform your therapist of any medical issues, changes to your condition, pregnancy, or medications before and during treatment.

You have the right to withdraw consent at any time.

 

3. Fees and Payment

Payment is due after each appointment unless otherwise agreed in advance.

We accept payment by:

• Bank transfer
• Debit or credit card
• Payment link (provided after the session)

The clinic reserves the right to request advance payment for certain appointments or patients.

Any unpaid balances must be settled promptly. Persistent late or non-payment may result in refusal of further treatment.

 

4. Cancellation Policy

A minimum of 24 hours’ notice is required to cancel or reschedule an appointment.

Cancellations made less than 24 hours before your appointment, or failure to attend without notice (DNA), will result in the full session fee being charged.

Exceptions may be made only at clinic discretion.

 

5. Booking Platforms (SimplyBook.me)

By booking via SimplyBook.me or any external platform, you acknowledge and agree that:

• Our clinic terms override any platform terms in relation to payment, cancellation and treatment
• You enter a direct client-clinic relationship with The Back Lab • You consent to receiving appointment communications from the clinic
• You accept all clinical responsibility rests with The Back Lab, not the booking platform

 

6. Health Disclaimer

Physiotherapy, massage and exercise involves physical techniques that may occasionally produce discomfort.

While treatment is delivered with appropriate skill and care, The Back Lab makes no guarantees about outcomes.

You acknowledge that:

• Results vary by individual
• Rehabilitation depends partly on compliance with exercises and advice
• Recovery timelines cannot be guaranteed

If you experience adverse symptoms following treatment, you must contact the clinic or seek appropriate medical care without delay.

 

7. Liability

The Back Lab accepts no responsibility for:

• Injury arising from failure to disclose medical conditions
• Ignoring professional advice
• Exercise misuse outside clinical settings
• Personal belongings lost or stolen on clinic premises
• Third-party services or platforms

Nothing in these Terms excludes liability for death or injury caused by negligence where legally required.

 

8. Safeguarding and Chaperones

Clients may request a chaperone at any time during treatment.

Any inappropriate behaviour will result in immediate termination of treatment and possible reporting to appropriate authorities.

 

9. Confidentiality

All client information is treated confidentially and handled in compliance with the General Data Protection Regulation (GDPR).

Records are securely stored and accessed only by authorised professionals.

Full details are available in our Privacy Notice.

 

10. Data Protection

Your data will not be sold or disclosed without lawful basis.

You have the right to:

• Request access to your records
• Request corrections
• Withdraw consent
• Request data deletion where appropriate

Contact details for data queries are provided in the GDPR Privacy Notice.

 

11. Complaints

If you are dissatisfied with your treatment:

Please raise your complaint in writing to:

The Back Lab, 65 Princess Road
London NW1 8JS
Email: support@backlab.co.uk

We aim to acknowledge complaints within 7 working days.

If unresolved, you may escalate through appropriate professional bodies.

 

12. Changes to Terms

The Back Lab reserves the right to amend these Terms & Conditions at any time.

Updated terms will be available on request or via our website / booking system.

 

13. Governing Law

These Terms are governed under the laws of England and Wales.

 

GDPR

 

Privacy Policy (GDPR)

Back Lab
Effective Date: 1 December 2025

 

1. Introduction

At Back Lab, we are committed to protecting the privacy and security of your personal data. This Privacy Policy explains how we collect, use, store, and protect your information in accordance with the UK GDPR / EU GDPR, the Data Protection Act 2018, and all relevant data protection laws.

By using our physiotherapy, massage therapy, and Pilates services, you agree to the terms of this Privacy Policy.

 

2. Who We Are

Back Lab
Address: 65 Princess Road, London NW1 8JS
Email: support@backlab.co.uk
Phone: 07973 235 949
Data Controller: Hazel Amper 

 

3. What Personal Data We Collect

3.1 Identity and Contact Information

• Full name

• Date of birth

• Address

• Email address

• Phone number

• Emergency contact details

 

3.2 Health and Medical Information

(Required for physiotherapy, massage therapy, and Pilates sessions)

• Medical history

• Current symptoms, injuries, and conditions

• GP/consultant details

• Treatment notes and session records

 

3.3 Payment Information

• Transaction data

• Billing information
  (We do not store full card details.)

 

3.4 Technical Data (if using online systems)

• IP address

• Browser/device details

• Cookies (see section below)

 

4. How We Collect Your Data

We collect data when you:

• Book appointments (online, by phone, or in person)

• Complete health or consent forms

• Attend treatment sessions or classes

• Communicate with us

• Use our website

 

5. Legal Basis for Processing Your Data

Purpose

Legal Basis

Providing physiotherapy, massage, and Pilates services

Contract

Maintaining accurate clinical records

Legal obligation / Public interest (healthcare)

Treatment planning and clinical decisions

Legitimate interest / Vital interest

Appointment communications

Contract

Taking payments

Contract

Marketing communications

Consent

You can withdraw consent at any time.

 

6. How We Use Your Data

We use your information to:

• Deliver and manage your treatment

• Keep accurate clinical notes

• Manage appointments and communication

• Process payments

• Improve our services

We do not engage in automated decision-making or profiling.

 

7. Sharing Your Data

We only share data when necessary, including:

• With your GP or healthcare providers (with your consent or when clinically required)

• With payment processors

• With booking or clinical records software providers

• When required by law (e.g., safeguarding, legal orders)

We never sell your data.

 

8. Data Storage and Security

We take appropriate security measures, including:

• Encrypted systems

• Secure clinical record software

• Password-protected devices

• Staff training

Clinical records are kept for:

• 8 years for adults (from final treatment date)

• Until age 25 for children

• As required by insurance or law

 

9. International Data Transfers

If data is stored outside the UK/EU (e.g., via cloud software), we ensure safeguards such as:

• Adequacy decisions

• Standard contractual clauses (SCCs)

 

10. Your GDPR Rights

You may request to:

• Access your data

• Correct incomplete or inaccurate data

• Request deletion (where legally possible)

• Restrict processing

• Object to certain processing

• Request data portability

• Withdraw consent anytime

Contact Back Lab at the details below to exercise these rights.

 

11. Marketing Communications

We will only send marketing communications if you have opted in.
You can unsubscribe at any time.

 

12. Cookies (if applicable)

Back Lab’s website may use cookies to improve performance and user experience. Cookies can be managed via your browser settings.

 

13. Changes to This Privacy Policy

This policy may be updated occasionally. The most recent version will always be available on request or via our website.

 

14. Contact Us

For questions or data rights requests, contact:

Back Lab
Email: [Insert Email]
Phone: [Insert Phone Number]

If you are dissatisfied, you may contact the UK supervisory authority: the Information Commissioner’s Office (ICO).

 

 

 

Disclaimer – Back Lab

Back Lab provides physiotherapy, massage therapy, and Pilates services aimed at supporting health, wellbeing, and rehabilitation. The information, advice, and treatment provided by Back Lab practitioners is for general guidance and educational purposes only and should not be considered a substitute for medical diagnosis or treatment from a qualified medical professional.

1. No Medical Diagnosis Guarantee

While our practitioners are trained and qualified, the services provided at Back Lab do not replace medical care from a doctor or specialist.
Always consult your GP or healthcare provider if you:

• experience severe or worsening symptoms

• have concerns about your condition

• require a medical diagnosis, medication, or imaging

 

2. Client Responsibility

By attending sessions, you confirm that:

• all information you provide is accurate and complete

• you will inform your practitioner of any changes to your health or medication

• you understand that results may vary and no specific outcome can be guaranteed

You participate in treatments, massage sessions, Pilates classes, and exercises at your own risk.

 

3. Contraindications and Health Conditions

It is your responsibility to inform Back Lab of:

• injuries

• health conditions

• pregnancy

• recent surgeries

• medical advice that restricts physical activity

Back Lab cannot be held responsible for complications resulting from withheld or inaccurate health information.

 

4. Exercise and Home Programmes

Any exercise or home-care programme prescribed by a practitioner should be performed exactly as instructed.
Stop immediately if you experience:

• severe pain

• dizziness

• shortness of breath

• any unusual symptoms

Seek medical advice before continuing.

 

5. Website and Online Information

Any content on the Back Lab website, emails, social media, or online resources is provided for general information only and is not intended as medical advice.

 

6. Limitation of Liability

Back Lab and its practitioners are not liable for:

• injuries resulting from failure to follow instructions

• misuse of equipment

• activities performed outside supervised sessions

• failure to disclose relevant medical information

Nothing in this disclaimer limits liability where prohibited by law.

 

7. Consent to Treatment

By booking and attending appointments or classes, you confirm that you:

• understand and accept this disclaimer

• consent to receiving treatment or participating in sessions

• understand that you may withdraw consent at any time