PRIVACY, COMPLAINTS & COOKIE POLICIES

This tells you what personal information we hold and why, and what your rights are.

The Olive Sanctuary Ltd is registered with the Information Commissioner's Office (ICO). Ginny Taylor is registered as the Data Controller for The Olive Sanctuary.

The Olive Sanctuary, Olives Yard, Uckfield, TN22 1QP

Telephone No: 07804 909841

Email address: hello@olivesanctuary.co.uk

This policy was last updated in May 2026

The purpose of processing client data

We hold and use client data in order to provide you with the best possible treatment options, support & advice.

Lawful basis for holding and using client information

In order to give professional reflexology treatments, we will need to gather and retain potentially sensitive information about your health. We will only use this information for informing reflexology treatments and associated recommendations concerning aspects of health and wellbeing which we will offer to you. We take basic contact details and information via my website to allow us to contact you and handle bookings, events and orders. Our website is HIPAA compliant.

The lawful basis under which we hold and use for information are our legitimate interests of:

Our requirement to retain the information in order to provide you with the best possible treatment options and advice as wells as deliver the best service we can for our products.

Our requirement to hold your information for the following legal reasons: Our voluntary regulatory body requirements are to retain client information taken for treatments only for 8 years

As we hold special category data (i.e. health related information), the Additional Condition under which we hold and use this information is: for us to fulfil our role as a health care practitioner bound under our professional bodies.

What information we hold and what we do with it:

In order to give professional complimentary therapy treatments, we will need to ask for and keep information about your health.Thisis collected digitally via our website and includes the booking and purchasing processes. We will only use this for informing treatments, booking, orders, tickets & clinic news and any advice we give as a result of your treatment.

Your contact details
Medical history and other health-related information
Treatment details and related notes including medication details supplied by you.
To keep you updated on clinic news and send wellbeing information or rehabilitation information to
assist
We will only share your contact data with therapists who have restricted access to our booking system data only.
We will not share any personal medical or clinic information with ANYONE.

How Long I Retain Your Information for

We will keep your information for the following periods:

‘claims occurring’ insurance: (records to be kept for 7 years after last treatment)
law regarding children’s records (records to be kept until the child is 25 or if 17 when treated, then 26)
CNHC requirements to retain information for 8 years

Self Employed Therapists using The Olive Sanctuary's facilities

If you receive a treatment from a self employed therapist using our facilities, they are responsible for and have their own privacy policy and procedures in place. Any queries relating to the data they hold, please direct your enquiry to the individual therapist concerned.

Protecting your personal data

We are committed to ensuring that your personal data is secure. In order to prevent unauthorised access or disclosure, we have put in place appropriate technical, physical and managerial procedures to safeguard and secure the information we collect from you.

We will only contact you using the contact preferences you have given us.

Our rights

Please note:

if you don’t agree to The Olive Sanctuary keeping records of information about you and your treatments, or if you don’t allow them to use the information in the way they need to for treatments, we may not be able to treat you
Our therapist must keep your records of treatment for a certain period as described above, which may mean that even if you ask them to erase any details about you, they might have to keep these details until after that period has passed

The Olive Sanctuary can move records between their computers and IT systems including website platforms as long as your details are protected from being seen by others without your permission.

I will contact you using the contact preferences you give me in relation to:

• Appointment times

• Reflexology information or information related to your health

• Special offers and promotions (you may unsubscribe from this at any time)

Your Rights

GDPR gives you the following rights:

• The right to be informed:

To know how your information will be held and used (this notice).

• The right of access:

To see your therapist’s records of your personal information, so you know what is held about you and can verify it.

• The right to rectification:

To tell your therapist to make changes to your personal information if it is incorrect or incomplete.

• The right to erasure (also called “the right to be forgotten”):

For you to request your therapist to erase any information they hold about you

• The right to restrict processing of personal data:.

You have the right to request limits on how your therapist uses your personal information

• The right to data portability: under certain circumstances you can request a copy of personal information held electronically so you can reuse it in other systems.

• The right to object:

To be able to tell your therapist you don’t want them to use certain parts of your information, or only to use it for certain purposes.

• Rights in relation to automated decision-making and profiling.

• The right to lodge a complaint with the Information Commissioner’s Office:

To be able to complain to the ICO if you feel your details are not correct, if they are not being used in a way that you have given permission for, or if they are being stored when they don’t have to be.

Full details of your rights can be found at https://ico.org.uk/for-organisations/guide-to-the-general-data-protection-regulation-gdpr/individual-rights/.

If you wish to exercise any of these rights, please use the contact details given above.

If you are dissatisfied with the response you can complain to the Information Commissioner's Office; their contact details are at: www.ico.org.uk

Cookie Policy

Our website uses cookies to distinguish you from other users of our website. This helps us to provide you with a good experience when you browse our website and also allows us to improve our site. By continuing to browse the site, you are agreeing to our use of cookies.

A cookie is a small file of letters and numbers that we store on your browser or the hard drive of your computer if you agree. Cookies contain information that is transferred to your computer’s hard drive.

We use the following cookies:

Strictly necessary cookies. These are cookies that are required for the operation of our website. They include, for example, cookies that enable you to log into secure areas of our website, use a shopping cart or make use of e-billing services.

Analytical/performance cookies. They allow us to recognise and count the number of visitors and to see how visitors move around our website when they are using it. This helps us to improve the way our website works, for example, by ensuring that users are finding what they are looking for easily.

Functionality cookies. These are used to recognise you when you return to our website. This enables us to personalise our content for you, greet you by name and remember your preferences (for example, your choice of language or region).

Targeting cookies. These cookies record your visit to our website, the pages you have visited and the links you have followed. We will use this information to make our website and the advertising displayed on it more relevant to your interests. We may also share this information with third parties for this purpose.

Please note that third parties (including, for example, advertising networks and providers of external services like web traffic analysis services) may also use cookies, over which we have no control. These cookies are likely to be analytical/performance cookies or targeting cookies.

You can block cookies by activating the setting on your browser that allows you to refuse the setting of all or some cookies. However, if you use your browser settings to block all cookies (including essential cookies) you may not be able to access all or parts of our site.

Cookies can expire at the end of a browser session or they can be stored for longer. Your browser settings can also enable you to clear cookies on exit from specified websites.

Declaration agreement

We will ask you to declare that you have seen this document and that you understand that The Olive Sanctuary will hold and use my personal information whenever you purchase a service, training or gift from us. This information is used in order to provide you with the best possible service and training we can provide and is in line with the statements above.

GDPR Complaints Procedure

How we handle your data protection concerns

1. About This Document

This document sets out the complaints procedure for The Olive Sanctuary (referred to as “we”, “us” and “our” throughout this document). It explains how we will handle any complaint you make about the way we collect, use, store, share or otherwise process your personal data under the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

Important: This procedure applies to GDPR and data protection complaints only. For all other types of complaint, please refer to our general Complaints Policy.

2. Our Contact Details

All GDPR-related complaints should be directed to us using the contact details below.

Business Name: The Olive Sanctuary Ltd

Registered Address: Olives Yard, Uckfield, TN22 1QP

Complaints Email: hello@olivesanctuary.co.uk

Complaints Post: The Olive Sanctuary, Olives Yard,Uckfield, East Sussex, TN22 1QP

3. Your Rights Under UK GDPR

You have the following rights in relation to the personal data we hold about you:

• The right to access the personal data we hold about you (a Subject Access Request)

• The right to rectification — to have inaccurate or incomplete data corrected

• The right to erasure (‘the right to be forgotten’) in certain circumstances

• The right to restrict processing of your personal data

• The right to data portability — to receive your data in a structured, machine-readable format

• The right to object to processing, including for direct marketing purposes

• The right to withdraw consent at any time where processing is based on your consent

If you believe we have not respected one or more of these rights, you are entitled to raise a formal complaint using the procedure set out in this document.

4. How to Make a Complaint

Please submit your complaint in writing — [either by post or by email] — using the contact details in Section 2. To help us investigate your concern as efficiently as possible, please include:

• Your full name and preferred contact details

• A clear description of your concern and which data protection right(s) you believe have been affected

• The approximate date(s) when the issue occurred

• Any relevant reference numbers, correspondence or documents

5. Our Complaints Process

Once we receive your complaint, we will follow the five steps below. We are committed to handling all complaints promptly, fairly and confidentially.

1. Acknowledgement — within 30 days

We will acknowledge your complaint in writing within 30 days of receiving it, confirming that we have recorded it and will be investigating.

2. Requesting Further Information

If we need any additional details to fully investigate your complaint, we will contact you as soon as possible and explain what we need and why.

3. Investigation & Review

We will carry out a thorough and impartial review of your complaint. We will agree a realistic timescale with you once we have all necessary information, and we will keep you updated if there are any delays.

4. Decision & Outcome

We will communicate the outcome of our investigation to you clearly and in writing within one calendar month of receiving all the information needed (this may be extended by up to two further months for complex complaints — we will notify you if this is the case).

5. Closure or Escalation

If you are satisfied with the outcome, we will close your complaint. If you remain dissatisfied, you have the right to refer your complaint to the ICO free of charge (see Section 6 below).

6. Escalating Your Complaint to the ICO

If you remain dissatisfied with our response, you have the right to lodge a complaint with the Information Commissioner’s Office (ICO) — the UK’s independent supervisory authority for data protection. This service is free of charge.

ICO website: https://ico.org.uk/make-a-complaint/

ICO helpline: 0303 123 1113 (Monday–Friday, 9am–5pm)

ICO postal address: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF