Soul Medicine Holistic Therapies customer privacy notice

This privacy notice tells you what to expect us to do with your personal information.

· Contact details

· What information we collect, use, and why

· Lawful bases and data protection rights

· Where we get personal information from

· How long we keep information

· How to complain

We collect or use the following information to provide and improve products and services for clients:

· Names and contact details

We collect or use the following personal information for dealing with queries, complaints or claims:

· Names and contact details

Under UK data protection law, we must have a “lawful basis” for collecting and using your personal information. There is a list of possible lawful bases in the UK GDPR. You can find out more about lawful bases on the ICO’s website.

Which lawful basis we rely on may affect your data protection rights which are in brief set out below. You can find out more about your data protection rights and the exemptions which may apply on the ICO’s website:

· Your right of access - You have the right to ask us for copies of your personal information. You can request other information such as details about where we get personal information from and who we share personal information with. There are some exemptions which means you may not receive all the information you ask for. You can read more about this right here.

· Your right to rectification - You have the right to ask us to correct or delete personal information you think is inaccurate or incomplete. You can read more about this right here.

· Your right to erasure - You have the right to ask us to delete your personal information. You can read more about this right here.

· Your right to restriction of processing - You have the right to ask us to limit how we can use your personal information. You can read more about this right here.

· Your right to object to processing - You have the right to object to the processing of your personal data. You can read more about this right here.

· Your right to data portability - You have the right to ask that we transfer the personal information you gave us to another organisation, or to you. You can read more about this right here.

· Your right to withdraw consent – When we use consent as our lawful basis you have the right to withdraw your consent at any time. You can read more about this right here.

If you make a request, we must respond to you without undue delay and in any event within one month.

To make a data protection rights request, please contact us using the contact details at the top of this privacy notice.

Our lawful bases for collecting or using personal information to provide and improve products and services for clients are:

· Consent - we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.

Our lawful bases for collecting or using personal information for dealing with queries, complaints or claims are:

· Consent - we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.

· Directly from you

· Personal data is kept for a maximum of 72 months without contact

If you have any concerns about our use of your personal data, you can make a complaint to us using the contact details at the top of this privacy notice.

If you remain unhappy with how we’ve used your data after raising a complaint with us, you can also complain to the ICO.

The ICO’s address:           

Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

Helpline number: 0303 123 1113

Website: https://www.ico.org.uk/make-a-complaint

9 October 2024

I aim to provide high-quality holistic therapy services in a professional and caring environment. This refund policy outlines the circumstances in which refunds may or may not be provided.

• Appointments cancelled with at least 24 hours’ notice may be rescheduled or refunded in full.
• Cancellations made with less than 24 hours’ notice may not be eligible for a refund.
• Failure to attend an appointment without notice (“no-show”) will not be refunded.

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

If I need to cancel or reschedule your appointment for any reason, you will be offered:

• An alternative appointment, or
• A full refund

Due to the nature of holistic therapies, refunds are generally not provided once a session has taken place. However, if you are dissatisfied, please contact me to discuss your concerns and I will do my best to resolve the issue.

• Prepaid sessions or packages are non-refundable, but may be transferable or rescheduled with appropriate notice.
• Any unused sessions must be used within 6 months, unless otherwise agreed.

• Gift vouchers are non-refundable and cannot be exchanged for cash.
• Vouchers must be used within their stated expiry date.

Refunds  may be considered in exceptional circumstances at my discretion.

If you have any questions about this policy or wish to request a refund, please contact:

• soulmedicineholistictherapies@yahoo.com

Last updated: 26/03/2026

Complaints Policy

1. Purpose

I am committed to providing a professional, safe, and supportive service to all clients. However, if you are unhappy with any aspect of your experience, I take complaints seriously and will address them fairly, promptly, and respectfully.

2. How to Make a Complaint

If you wish to make a complaint, please contact me using the following method:

• Email: soulmedicineholistictherapies@yahoo.com

Please include as much detail as possible, including your name, the date(s) of your session(s), and the nature of your concern.

3. Acknowledgement

All complaints will be acknowledged within 3–5 working days of receipt.

4. Investigation Process

Your complaint will be carefully reviewed, and I may contact you for further information if needed. I aim to:

• Treat your concerns with respect and confidentiality
• Remain fair, impartial, and professional
• Resolve the matter as quickly as possible

5. Response Time

A full response will usually be provided within 14 working days. If more time is required, I will inform you and keep you updated on progress.

6. Outcomes

Following the investigation, possible outcomes may include:

• An explanation of what occurred
• An apology where appropriate
• A resolution or proposed action to address the issue
• Adjustments to services or practices, if necessary

7. Confidentiality

All complaints will be handled in confidence. Information will only be shared where necessary to investigate and resolve the issue.

8. Escalation

If you are not satisfied with the outcome, you may choose to seek independent advice or escalate your complaint to a relevant professional body (if applicable).

9. Continuous Improvement

Feedback and complaints are valued as an opportunity to improve services and ensure the highest standards of care.

Last updated: 26/03/2026