Legal
Privacy Policy
How we collect, use and protect your personal data.
Last updated: March 2026
Who we are
Norwich Neuro Physio & Pilates is a specialist neurological physiotherapy and exercise class provider based in Norwich, Norfolk, run by Chloe Darlow (HCPC registered physiotherapist). Our website address is www.norwichneurophysioandpilates.co.uk.
What data we collect and why
Enquiry form submissions
When you submit our contact form, we collect the following personal data:
- Your name and contact details (email, phone number)
- Information about your neurological condition
- Your class preferences and how long you've had your condition
- Any additional information you provide in the message field
- How you heard about us
We collect this information to respond to your enquiry, assess your suitability for our classes, and arrange your initial assessment. The legal basis for processing this data is your explicit consent (provided via the form checkbox) and our legitimate interest in providing healthcare services.
Health data
Some of the data you provide relates to your health (your neurological condition, symptoms, and mobility). This is classified as "special category" data under UK GDPR. We process this data on the basis of your explicit consent and because it is necessary to provide you with appropriate physiotherapy services.
Email communications
If you email us directly at hello@norwichneurophysioandpilates.co.uk, we will store your email and its contents for the purpose of responding to your enquiry and managing your care.
How we use your data
We use your personal data to:
- Respond to your enquiry within 48 hours
- Arrange and conduct your initial assessment
- Recommend the most suitable class for your condition
- Manage your booking, attendance and payment records
- Contact you about class schedule changes or cancellations
- Communicate with your healthcare team (only with your permission)
Who has access to your data
Your personal data is accessible only to Chloe Darlow as the sole practitioner. We do not sell, rent, or share your personal data with any third parties for marketing purposes.
Your form submissions are processed through Formspree, a third-party form handling service. Formspree processes data in accordance with their own privacy policy and GDPR requirements.
How long we keep your data
- Enquiry data (form submissions): retained for 12 months from submission, then deleted — unless you become an active participant
- Active participant records: retained for the duration of your involvement plus 8 years, in line with physiotherapy professional record-keeping guidelines (CSP)
- Email correspondence: retained for 12 months unless related to ongoing care
Your rights
Under UK GDPR, you have the right to:
- Access — request a copy of the personal data we hold about you
- Rectification — ask us to correct any inaccurate data
- Erasure — ask us to delete your data (subject to legal and professional obligations)
- Restriction — ask us to limit how we use your data
- Portability — receive your data in a structured, machine-readable format
- Withdraw consent — at any time, without affecting the lawfulness of processing based on consent before its withdrawal
To exercise any of these rights, please email hello@norwichneurophysioandpilates.co.uk. We will respond within 30 days.
Cookies
This website does not use cookies for tracking or analytics. No advertising cookies are set. If we introduce analytics in future, we will use a privacy-friendly, cookie-free solution (such as Plausible or Cloudflare Web Analytics) and update this policy accordingly.
Data security
We take appropriate technical and organisational measures to protect your personal data against unauthorised access, alteration, disclosure, or destruction. Our website is served over HTTPS with TLS encryption.
Complaints
If you are unhappy with how we have handled your data, you have the right to lodge a complaint with the Information Commissioner's Office (ICO): ico.org.uk or by calling 0303 123 1113.
Contact us about your data
For any questions about this privacy policy or your personal data, please contact:
Chloe Darlow
Norwich Neuro Physio & Pilates
Email: hello@norwichneurophysioandpilates.co.uk
Phone: 07500 897 177