Privacy policy

Term Dates & Holidays

Flow runs a full yoga and treatment schedule during term times, a reduced yoga schedule and full treatment schedule during holiday times and is CLOSED over public holidays.

TERMS & CONDITIONS

Information published on this website is provided for the use of its visitors and you are advised that, although care has been taken to ensure technical and factual accuracy, some errors may occur. No guarantee is given of the accuracy of information on these pages. Please be aware that Flow Tunbridge Wells may alter the information on its website from time to time. Flow Tunbridge Wells does not warrantee the information on its website in any way and in particular no warranty is given that the website or its contents or hypertext links are virus free or uncontaminated. You are advised to make your own virus checks and to implement your own precautions in this respect. Flow Tunbridge Wells exclude all liability for contamination or damage caused by any virus or electronic transmission.

PAYMENT, RETURN & REFUND POLICY

Prices

Please visit the appropriate pages on our website for current prices.

NB: All our pricing options have an expiry dates. These are specified during the check out process.

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Payments & Credits

Payment for all yoga classes and workshops must be received at the time of booking.
Payment for all private yoga, structural stability and treatments appointments must be received at the end of the appointment unless agreed prior to the appointment with the practitioner responsible.
Credits purchased for classes, workshops and appointments are available for use until their expiration date and are non-refundable.
Credits purchased for classes, workshops and appointments of a particular type or length are not transferable to classes and workshops of a different length.

Yoga Classes

Cancellations within 24 hours of a yoga classes will not be refunded.
Cancellations prior to 24 hours of a yoga classes will receive a credit towards a future class based on availability and similar cost.

Private Yoga Appointments

Cancellations within 24 hours of a private yoga class will incur a full fee charge.
Cancellations prior to 24 hours of a private yoga class will not incur a charge.

Structural Stability Appointments

Cancellations within 24 hours of a structural stability appointment will incur a full fee charge.
Cancellations prior to 24 hours of a structural stability appointment will not incur a charge.

Workshops

Cancellations within 7 days for workshops will not be refunded.
Cancellations prior to 7 days of a workshops will receive a credit towards a future workshop based on availability and similar cost.

Courses

The cancellation policy for individual courses varies and is usually stated in the course description. Please see our individual Courses and Workshops pages for details.
If no alternative policy is stated, our default policy is the cancellations within 14 days of the start of a course will not be refunded and cancellations prior to 14 days of the start of a course will be refunded in full.
Cancellations at any time due to force majeure or Acts of God are not refundable.

Treatments

Cancellations within 24 hours of a treatment appointment will incur a full fee charge.
Cancellations prior to 24 hours of a treatment appointment will not incur a charge.

Flow Away

Cancellations within 60 days of the start of a Flow Away event will not be refunded.
Cancellations between 60 and 89 days prior to the start of a Flow Away event will be refunded 25% of the full price including room upgrade fees (any discount received on the full price is revoked in this calculation).
Cancellations within 90 days of the start of a Flow Away event will be refunded 50% of the full price including room upgrade fees (any discount received on the full price is revoked in this calculation).
Cancellations prior to 120 days of the start of a Flow Away event will be refunded the full fee minus £250 for Flow Away events outside the UK and £150 for Flow Away events in the UK.
Cancellations at any time due to force majeure or Acts of God are not refundable.

Other Refund & Cancellation Policies

Refunds for classes, workshops and appointments attended will be given only at the discretion of the teacher/practitioner responsible.
In the event that a yoga class or workshop is cancelled by Flow Tunbridge Wells, the purchase value of that class or workshop will be available to put towards a future class or workshop of the same purchase value. This is does not include cancellations which are due to force majeure or Acts of God.

FLOW GDPR DATA SECURITY POLICIES

This document refers to personal data, which is defined as information concerning any living person (a natural person who hereafter will be called the Data Subject) that is not already in the public domain.

The General Data Protection Regulation (GDPR) which is EU wide and far more extensive than its predecessor the Data Protection Act, along with the Privacy and Electronic Communications Regulations (PECR), seek to protect and enhance the rights of EU data subjects. These rights cover the safeguarding of personal data, protection against the unlawful processing of personal data and the unrestricted movement of personal data within the EU and its storage within the EEA.

1 – Flow Tunbridge Wells and Groombridge is pleased to provide the following information:

2 – Who we are
Flow is a yoga studio and treatment centre providing yoga classes and osteopathic treatment to the general public. We also offer workshops, training courses and other treatments which we feel are of interest to our clients.

The Osteopaths at Flow diagnose and treat health conditions. Treatments are carried out in accordance with the Institute of Osteopathy’s patient charter http://www.iosteopathy.org/osteopathy/the-patient-charter/. The practice may also provide other treatments, about which our staff will be pleased to provide more details.

3 – Personal Data
a) Contact details provided by you such as telephone numbers, email addresses, postal addresses and details of past and future bookings and purchases made at Flow may be used to confirm or remind you of future appointments and bookings at Flow and provide reports or other information concerning those visits.  

b) Credit or debit card information may be stored in an encrypted form to facilitate payments for classes and appointments. This information is only visible to Flow in an incomplete form (i.e. the last 4 digits of your card number) and can be removed at any time buy editing your profile online via the Flow website, or by emailing or phoning the practice using the contact details provided at the end of this Privacy Notice. Payments will not be processed on your behalf by Flow without your prior consent.

c) For the purposes of providing treatment, our Osteopaths may require detailed medical information. We will only collect what is relevant and necessary for your treatment. When you visit our practice, we will make notes which may include details concerning your medication, treatment and other issues affecting your health. This data is always held securely, is not shared with anyone not involved in your treatment, although for data storage purposes it may be handled by pre-vetted staff who have all signed an integrity and confidentiality agreement. To be able to process your personal data it is a condition of any treatment that you give your explicit consent to allow Flow to document and process your personal medical data. As part of our obligations as primary healthcare practitioners there may be circumstances related to your treatment, on-going care or medical diagnosis that will require the sharing of your medical records with other healthcare practitioners e.g GPs, consultants, surgeons and/or medical insurance companies. Where this is required we will always inform you first unless we are under a legal obligation to comply.

d) For marketing purposes, the Flow may also use the contact details provided by you to respond to your enquiries, including making telephone contact and emailing information to you which the practice believes may be of interest to you.

e) In making initial contact with the practice you are given the option to consent to Flow maintaining a marketing dialogue with you until you either opt out (which you can do at any time) or we decide to desist in promoting our services. Flow may occasionally also act on behalf of its clients in the capacity of data processor, when we may promote other teachers and practitioners based at our premises, who may not be employed by us. Flow does not broker your data and you can ask to be removed from our marketing database using the unsubscribe option on our emailed newsletters, editing your preferences online via the Flow website, or by emailing or phoning the practice using the contact details provided at the end of this Privacy Notice.

f) Some basic personal data may be collected about you from the marketing forms and surveys you complete, from records of our correspondence and phone calls and details of your visits to our website, including but not limited to, personally identifying information like Internet Protocol (IP) addresses.

g) Flow’s website uses cookies, which is a string of information that a website stores on a visitor’s computer, and that the visitor’s browser provides to the website each time the visitor returns. WordPress.org uses cookies to help Flow to identify and track visitors and their website access preferences. Flow’s website visitors who do not wish to have cookies placed on their computers should set their browsers to refuse cookies before using Flow’s website.

h) Flow will only collect the information needed so that we can provide you with the services you require, the business does not sell or broker your data.

4 – Legal basis for processing any personal data
To meet our contractual obligations obtained from explicit Patient Consent and legitimate interest to respond to enquiries concerning the services provided.

5 – Legitimate interests pursued by Flow
To promote yoga, meditation and mindfulness classes for clients to support their health and well-being and  treatments for clients with all types of health problems indicated for osteopathic care.

6 – Consent
Through agreeing to this privacy notice you are consenting to Flow processing your personal data for the purposes outlined. You can withdraw consent at any time by using the postal, email address or telephone number provided at the end of this Privacy Notice.

7 – Disclosure
Flow will keep your personal information safe and secure, only staff engaged in providing osteopathic treatments will have access to your patient records, although our teachers, other practitioners and administration team will have access to your personal details as specified in 3 a) and b) above so that they can make appointments and manage your account. Flow will not disclose your Personal Information unless compelled to, in order to meet legal obligations, regulations or valid governmental requests. Flow may also enforce its Terms and Conditions, including investigating potential violations of its Terms and Conditions to detect, prevent or mitigate fraud or security or technical issues; or to protect against imminent harm to the rights, property or safety of its staff.

8 – Retention Policy
Flow will process personal data during the duration of any service or treatment and will continue to store only the personal data needed for eight years from your last visit to meet any legal obligations. After eight years all personal data will be deleted, unless basic information needs to be retained by us to meet our future obligations to you, such as erasure details. Records concerning minors who have received treatment will be retained until the child has reached the age of 25.

9 – Data storage
Flow uses the services of various data processors to facilitate the services we provide. These are MindBody Online, Evernote, Dropbox, Exercise Prescriber and Constant Contact. In cases where your personal data is stored outside of the EEA, Flow has ensured that the data processor has signed the EU-US Privacy Shield thereby ensuring compliance with the GDPR legislation.

10 – Your rights as a data subject
At any point whilst Flow is in possession of, or processing your personal data, all data subjects have the following rights:

  • Right of access – you have the right to request a copy of the information that we hold about you.

  • Right of rectification – you have a right to correct data that we hold about you that is inaccurate or incomplete.

  • Right to be forgotten – in certain circumstances you can ask for the data we hold about you to be erased from our records.

  • Right to restriction of processing – where certain conditions apply you have a right to restrict the processing.

  • Right of portability – you have the right to have the data we hold about you transferred to another organisation.

  • Right to object – you have the right to object to certain types of processing such as direct marketing.

  • Right to object to automated processing, including profiling – you also have the right not to be subject to the legal effects of automated processing or profiling.

In the event that Flow refuses your request under rights of access, we will provide you with a reason as to why, which you have the right to legally challenge. At your request Flow can confirm what information it holds about you and how it is processed.

11 – You can request the following information:

  • Identity and the contact details of the person or organisation (Flow) that has determined how and why to process your data.

  • Contact details of the data protection officer, where applicable.

  • The purpose of the processing as well as the legal basis for processing.

  • If the processing is based on the legitimate interests of Flow and information about these interests.

  • The categories of personal data collected, stored and processed.

  • Recipient(s) or categories of recipients that the data is/will be disclosed to.

  • How long the data will be stored.

  • Details of your rights to correct, erasure, restrict or object to such processing.

  • Information about your right to withdraw consent at any time.

  • How to lodge a complaint with the supervisory authority (ICO).

  • Whether the provision of personal data is a statutory or contractual requirement, or a requirement necessary to enter into a contract, as well as whether you are obliged to provide the personal data and the possible consequences of failing to provide such data.

  • The source of personal data if it wasn’t collected directly from you.

  • Any details and information of automated decision making, such as profiling, and any meaningful information about the logic involved, as well as the significance and expected consequences of such processing.

12 – To access what personal data is held, identification will be required
Flow will accept the following forms of identification (ID) when information on your personal data is requested: a copy of your driving licence, passport, birth certificate and a utility bill not older than three months. A minimum of one piece of photographic ID listed above and a supporting document is required. If Flow is dissatisfied with the quality, further information may be sought before personal data can be released. All requests should be made to ben@flowtunbridgewells.com or by phoning +44 (0) 1892 864000‬ or writing to us at the address further below.

13 – Complaints
In the event that you wish to make a complaint about how your personal data is being processed by Flow you have the right to complain to us. If you do not get a response within 30 days, you can complain to the ICO.

The details for each of these contacts are:

Ben Parker
Telephone +44 (0) 1892 864000  or email: ben@flowtunbridgewells.com

ICO
Wycliffe House, Water Lane, Wilmslow, SK9 5AF Telephone +44 (0) 303 123 1113 or email: https://ico.org.uk/global/contact-us/email/

COMPANY DETAILS

Flow Tunbridge Wells Ltd
Company No. 5722639
Registered address: The Stables, Little Coldharbour Farm, Tong Lane, Lamberhurst, Kent, TN3 8AD