PRIVACY POLICY

Last Updated: 14th August 2025

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At Charnwood Wellbeing, we are committed to protecting the privacy of our users. This Privacy Policy outlines the types of information we collect, how we use it, and the choices you have regarding your information. This Privacy Policy applies to the Charnwood Wellbeing website and all related services (collectively, the "Services").

1. Information We Collect

We collect information about you when you use our Services, including when you book services online and pay for them. The types of information we collect include:

a. Personal Information: This includes your name, email address, phone number, and any other information you provide to us directly.

b. Payment Information: When you make a payment for our services, we collect your payment information, such as your credit card number, expiration date, and security code. This payment information is processed by a third-party secure payment processor (e.g. Stripe, Wix Payments, PayPal), and the payment information is not stored by us.

c. Service Usage Information: We collect information about how you interact with our Services, including the services you book, the dates and times of your bookings, and any feedback you provide.

d. Technical Information: We collect technical information about your device, such as your IP address, browser type, and operating system.

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2. How We Use Your Information

We use the information we collect to:

a. Provide and improve our Services: We use your information to process your bookings, provide customer support, and improve our Services.

b. Communicate with you: We may use your information to send you service-related communications, updates, and promotional materials.

c. Analyze usage: We use technical information to analyze usage patterns and improve our Services.

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3. Sharing Your Information

We may share your information with third-party service providers who help us provide and improve our Services, such as payment processors, customer support providers, and analytics providers. We may also share your information when required by law or to protect our rights and interests.

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4. Cookies and Similar Technologies

We use cookies and similar technologies to help us recognize you across different devices and improve the performance of our Services. You can control the use of cookies at the individual browser level.

5. Data Retention

We retain your information for as long as necessary to provide our Services and fulfill the purposes outlined in this Privacy Policy. We may also retain your information for a longer period to comply with legal obligations, resolve disputes, and enforce our agreements. Due to the nature of our Services, counsellors and therapists will keep client notes on your sessions in order to provide efficient ongoing Services to you. These notes will use initials or a pseudonym and will contain no identifying information. These notes are not stored anywhere within the Website and are not shared outside of Charnwood Wellbeing, or accessible to anyone other than your counsellor or therapist. If you or we change your counsellor or therapist within Charnwood Wellbeing, your client notes will be shared with them to provide efficient Services. Retaining client notes is a vital part of therapeuric and counselling practice and is done in accordance with ethical guidelines outlined by UK governing bodies of psychology and counselling. If you have any questions or concerns regarding client notes, please contact us at hello@charnwoodwellbeing.co.uk, or discuss them with your counsellor or therapist. 

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6. Your Choices

You have the following choices regarding your information:

a. Access and Update: You can access and update your personal information by contacting us at hello@charnwoodwellbeing.co.uk.

b. Opt-Out: You can opt-out of receiving promotional communications from us by following the unsubscribe instructions included in each email or by contacting us at hello@charnwoodwellbeing.co.uk.

c. Cookies: You can control the use of cookies at the individual browser level.

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7. Children's Privacy

Our Services are not intended for children under the age of 18. We do not knowingly collect personal information from children under the age of 18. The only possible exception may be within the context of our Family Counselling Service, whereby client notes will be kept concerning the content of sessions. As with all client notes, only initials or a pseudonym will be used to refer to any clients, including those under the age of 18. Please refer to Section 5 above for further information on client notes.

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8. Changes to this Privacy Policy

We may update this Privacy Policy from time to time. If we make material changes, we will notify you by posting the updated Privacy Policy on our website and updating the "Last updated" date at the top of this Privacy Policy. Your continued use of our Services after the posting of any changes constitutes your acceptance of the revised Privacy Policy.

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9. Contact Us

If you have any questions or concerns about this Privacy Policy or our data practices, please contact us at hello@charnwoodwellbeing.co.uk. By using our Services, you agree to the terms of this Privacy Policy and our Terms of Use. If you do not agree with this Privacy Policy, please do not use our Services or this Website.