Pure Balance Privacy Policy
Privacy PolicyPure Balance Pilates Ltd
Last updated: 2 November 2026
1. Who we are
Pure Balance Pilates Ltd is committed to protecting your privacy and handling your personal information responsibly and securely.This Privacy Policy explains how we collect, use, store and protect personal information in connection with our Pilates, physiotherapy and specialist exercise services.
Pure Balance Pilates Ltd
Company Number: 10166518
Unit 12, John Bradshaw Court
Alexandria Way
Congleton
CW12 1LB
For enquiries about your personal information, please contact us using the contact details on our website.
2. Information we collect
We may collect and process the following information:Name, date of birth, address, telephone number and email address.Relevant health information, medical history and musculoskeletal conditions.Health questionnaires and physiotherapy assessments.Exercise goals, previous Pilates experience and occupation.Clinical notes, treatment plans, exercise modifications and progress records.Appointment bookings, attendance and membership information.Payment and billing information.Communication preferences and marketing permissions.We may also receive relevant information from healthcare professionals involved in your care, where appropriate and lawful.We collect health information to help us provide safe, appropriate and individually tailored exercise sessions.
3. How we use your information
We use personal information to:Register clients and administer memberships.Arrange and manage appointments and classes.Assess relevant health and exercise considerations.Plan, adapt and deliver Pilates and physiotherapy sessions.Maintain appropriate treatment and exercise records.Communicate about appointments, cancellations and important service updates.Manage payments and financial records.Meet legal, regulatory and professional obligations.Send promotional communications where permitted by law.We only collect information relevant to our services and legitimate business requirements.
4. Our legal basis for processing information
We process personal information in accordance with UK GDPR and the Data Protection Act 2018. Depending on the purpose, we may rely on:
Contractual necessity: To provide requested services, administer bookings and manage memberships.
Legal obligations: To maintain records and comply with applicable legal requirements.
Legitimate interests: For proportionate business administration, service management and the establishment, exercise or defence of legal claims, where applicable.
Consent: Where specific, freely given permission is required for an optional activity.Health information is classified as special-category personal data and receives additional legal protection.We process health information only where an appropriate condition under Article 9 of UK GDPR applies, alongside a lawful basis under Article 6.For qualifying healthcare activities, this may include processing necessary for the provision of health care or treatment, subject to applicable professional confidentiality requirements. Where the relevant legal requirements are not met, another valid condition, such as explicit consent, is required.
5. How we store and protect your information
Electronic client information is managed using Cliniko, our practice management system.Records may include personal details, health questionnaires, physiotherapy assessments, appointment notes and individual treatment plans.Historical paper health questionnaires are securely archived in a locked cupboard with restricted access.We take appropriate technical and organisational measures to protect personal information against unauthorised access, loss, alteration or disclosure.
6. Who can access your information
Relevant instructors, physiotherapists and authorised staff may access personal information where necessary to provide services.Instructors are contractually required to maintain confidentiality and only access information needed for legitimate professional purposes.Access arrangements are managed to support safe teaching, appropriate record-keeping and client confidentiality.
7. Sharing information with service providers
We use third-party service providers to help operate our business, including:
Cliniko: Client registration, health records, appointment management and communications.Xero: Accounting and financial administration.
GoCardless: Direct debit and payment administration.These providers process relevant information in accordance with their respective contractual and data protection responsibilities.Some providers or their authorised subprocessors may process information outside the United Kingdom. Where international transfers occur, we ensure that an appropriate legal transfer mechanism or applicable adequacy arrangement is in place.We may share information with relevant healthcare professionals where appropriate and lawful, or where disclosure is required by law. We do not sell clients’ personal information.
8. Marketing communications
We may send information about our Pilates classes, courses, workshops and events where you have provided appropriate permission or where another lawful marketing exception applies.Marketing communications are managed through Cliniko.You may withdraw your consent or opt out of promotional communications at any time.Opting out of marketing does not affect essential communications concerning existing appointments, memberships or services.
9. How long we keep your information
We retain personal information only for as long as reasonably necessary, taking account of the purpose for which it was collected and applicable legal, clinical, professional and insurance requirements.Clinical and treatment records are retained in accordance with an appropriate records-retention schedule, taking account of relevant professional guidance and the client’s age.Different retention requirements may apply to adult and children’s records.Financial records are retained in accordance with applicable accounting and tax obligations.Marketing information is retained only while there is an appropriate lawful basis for its continued use. We retain records of marketing opt-outs where necessary to respect those preferences. Historical paper records are subject to the same principles of secure storage and appropriate retention. Records are securely deleted or destroyed when they are no longer required, subject to applicable obligations or legitimate reasons for continued retention.
10. Your data protection rights
Under UK data protection law, you may have the right to:Request access to the personal information we hold about you.Request correction of inaccurate or incomplete information. Request erasure of information where legally applicable.Request restriction of certain processing. Object to certain uses of your personal information.Request data portability where applicable.Withdraw consent where processing relies on consent. You have an unconditional right to object to the use of your personal information for direct marketing.If you wish to exercise your rights, please contact Pure Balance Pilates Ltd. You also have the right to raise a complaint with the Information Commissioner’s Office (ICO):www.ico.org.uk
11. Photography and video
We may take photographs or videos during classes, events or other studio activities for promotional purposes.Where identifiable images are used for marketing, we seek appropriate permission.Participation in a class does not automatically constitute consent to promotional photography or video use. Where we rely on consent, it may be withdrawn at any time. We will stop future use where reasonably possible, although withdrawal cannot necessarily reverse publication or distribution that has already occurred lawfully.
12. Updates to this policy
We review this Privacy Policy periodically and may update it to reflect changes to our services, systems or legal requirements. The latest version will be available on our website.
Pure Balance Pilates Ltd
Company Number: 10166518
Unit 12, John Bradshaw Court, Alexandria Way, Congleton, CW12 1LB
Pure Balance Terms and Conditions
By purchasing classes from Pure Balance Pilates ltd you are agreeing to the terms and conditions below.
Pure Balance Pilates Ltd reserves the right to modify and change the terms and conditions set out below as required and without notice.
Catch Up Classes:
We fully appreciate that life is busy and hectic. You may need to cancel your session with very little notice due to unexpected circumstances!
With this in mind we offer a very flexible catch up system: Simply email us at pilatescatchup@gmail.com stating which class you cannot attend and when you are free to catch up! Please try to give as much notice as possible of a class that you cannot attend. The more notice we have, the easier it is to offer your space to someone else who needs a catch up - and to help find one for you too! We cannot always guarantee a catch up class of your exact choice, but we will do our best to accommodate your schedule. Catch up sessions will only be authorised to current paying clients who are registered for monthly direct debit and attending a regular weekly class. No refunds will be offered for missed classes.
Physiotherapy-Led classes and class cover
Our Physio-Led classes are taught by Chartered Physiotherapists and are designed for clients who require a more clinical, rehabilitative approach.When your regular physiotherapy-led teacher is on holiday, an experienced PB Pilates teacher will cover. This may not always be a member of our physiotherapy team, but a thorough handover ensures continuity and personalised guidance, with the same high standard you expect.
Studio Video Channel:
As a studio membership feature, we also offer unlimited access to our private video channel which has over 180 filmed sessions. This can be freely accessed by Pure Balance Pilates students to catch up on missed sessions but can also be used to undertake extra sessions at any time. Our free video membership feature will be advantageous to clients during holiday periods enabling continued practice during breaks away from the studio.
Private studio clients (1:1 or 1:2 sessions) must give at least 24 hours’ notice of class cancellations in every circumstance. Failure to give the required 24 hours’ notice will result in the session being fully charged to the client. We do make exceptions at our discretion for last minute absences due to illness and emergencies.
Monthly rolling memberships can be cancelled by emailing us at purebalancepilates@gmail.com.
You must provide one calendar months notice prior to your next payment date for cancellations. All monthly recurring payments must run for a minimum of two months before you can cancel.
Monthly direct debit fees must be paid irrespective of attendance/ non attendance at your class(es). Membership must be paid irrespective of whether or not the student has attended their class(es). Memberships are non refundable and non transferable after the initial 14 day cooling off period in line with the Consumer Contract Regulations (2014).
Clients must give at least 24 hours’ notice of appointment cancellations in every circumstance. Failure to give the required 24 hours’ notice will result in the session being fully charged to the client.
We do make exceptions at our discretion for last minute absences due to illness and emergencies.
We reserve the right to cancel a class, treatment, postural assessment or 1:1 session without notice if for some reason the studio or clinic room environment is unsuitable for the class, assessment or treatment to be provided, or if the teacher or therapist is unwell.
We will ensure that any treatments or assessments are rescheduled within 48 hours and that a full refund is given in the case of a cancelled class. No charge will be made to the client for a 1:1 session that has been cancelled by Pure Balance Pilates.
Upon joining a mainstream class students will be invited to agree to a monthly recurring payment for their class via our chosen provider, GoCardless.
Class fees are then payable on the 1st of each month via direct debit. If students join a mainstream class part way though a month, a single invoice will be charged to cover the remainder of that month, in addition to a recurring monthly invoice to commence on the 1st of the following month.
Cancelling your direct debit and studio membership:
Monthly rolling memberships can be cancelled by emailing us at: purebalancepilates@gmail.com. You must provide one calendar months notice prior to your next payment date for cancellations.Monthly direct debit fees must be paid irrespective of whether or not the student has attended their class(es). Memberships are non refundable and non transferable after the initial 14 day cooling off period in line with the Consumer Contract Regulations (2014).
Postural assessment fees are invoiced prior to your appointment and are payable at least 24 hours prior to your agreed assessment date.
For the safety of all students we will cancel Pilates classes in the event of adverse weather where driving conditions are unsuitable for safe travel to the studio. We will contact those students whose classes are affected via text message or email at our earliest opportunity. You may access our members only video channel in place of any cancelled session(s). In addition, you can also request a catch up class at your convenience.
No refunds will be offered for sessions cancelled due to adverse weather.
In order to ensure that we maintain open space within the studio, we request that all personal belongings be left in your car whilst you undertake your class.
Socks must be worn in the studio at all times. This is for the safety of our clients, to help maintain cleanliness on the floors and to prevent the spread of any foot infections.
It is a requirement of class attendance that each student must clean any studio equipment they have used using our antibacterial spray and a single use cloth
All students are advised to sanitise their hands on entry using the wall mounted touch free alcohol based hand sanitisation gel prior to staring classes and upon exit from the studio.
No refunds are given for student absences. Students will be invited to take a catch up class by emailing the studio as detailed above.
In order to continue to grow the studio and meet the need for safe and effective physiotherapy led Pilates classes, we invite suitably qualified and experienced Pilates teachers to join our team.
As part of their induction process, new teachers joining the Pure Balance Pilates team will be required to observe a selection of our classes. They will also be required to teach a session whilst being observed and assessed by a Pure Balance Pilates instructor.
You will receive an email prior to any session that will be observed by a new team member, or if the new team member has been asked to teach your session.
The new teacher will have had a thorough handover to ensure that they are fully aware of all students postural assessment recommendations prior to teaching your session. This ensures that they are able to plan a safe and effective exercises tailored to the requirements of student members
By signing agreement to our terms and conditions, clients agree that from time to time Pure Balance Pilates staff may take videos or photos during class for use on social or marketing channels and that they are happy for Pure Balance Pilates to use these without additional written consent.
We adhere to the principles of the GDPR General Data Protection Regulation 2018 and apply best practice for managing information.
VAT registration number - 435920688