Privacy Policy

1. Who we are

Pangbourne Pilates is the data controller for the personal information described in this policy.

Contact address: 11 Horseshoe Park, Pangbourne, Reading RG8 7JW
Email: hello@pangbournepilates.co.uk
Telephone: +44 7917 818934

2. Information we collect

Depending on how you use our website and services, we may collect:

• your name, email address, telephone number and postal address;
• account, membership, class booking and attendance information;
• payment and transaction details, although complete card details are normally handled securely by our payment provider rather than stored by us;
• messages, enquiries, feedback and correspondence;
• emergency contact information;
• health, injury, pregnancy, accessibility or other information you choose to provide so that we can deliver classes safely and make appropriate adjustments;
• photographs, audio, video or testimonial material where you have agreed to its use;
• technical information such as your IP address, browser, device, referring page and website activity; and
• cookie choices and marketing preferences.

3. How we collect information

We collect information directly from you when you contact us, complete a form, create an account, book or attend a class, make a payment, join a membership, submit patient or participant paperwork, provide a testimonial or communicate with our team. We may also receive limited information from our booking, membership, payment, analytics and communications providers.

4. Why we use your information

We use personal information to:

• respond to enquiries and provide information you request;
• create and manage accounts, memberships, bookings, payments and class attendance;
• deliver Pilates and fitness services safely and effectively;
• contact you about bookings, changes, cancellations, safety matters or your account;
• maintain financial, tax and business records;
• improve our website, services and customer experience;
• protect our website, clients, staff and business from fraud, misuse and security threats;
• send marketing communications where you have consented or where the law otherwise permits; and
• display testimonials, photographs, audio or video where appropriate permission has been obtained.

5. Our lawful bases

UK data protection law requires us to have a lawful basis for using personal information. We rely on:

• Contract: where processing is needed to provide a class, membership, booking or other service you have requested.
• Legitimate interests: to operate and improve our business, respond to enquiries, keep appropriate records, maintain security and provide relevant service communications, provided your rights do not override those interests.
• Consent: for optional marketing, non-essential cookies and certain uses of testimonials, photographs, audio or video. You may withdraw consent at any time.
• Legal obligation: where we must keep records or comply with legal, regulatory, safeguarding, tax or accounting duties.
• Vital interests: in a genuine emergency where using information is necessary to protect someone’s life.

6. Health and other sensitive information

Information about health, injuries, pregnancy or accessibility is “special category” data. We only use it where necessary to help provide services safely, make reasonable adjustments, manage an emergency or meet legal obligations. We generally rely on your explicit consent, and in limited situations may rely on vital interests or another condition permitted by law.

You do not have to provide optional health information, but without information relevant to safe participation we may be unable to recommend or provide a particular class.

7. Sharing your information

We do not sell your personal information. We may share only what is necessary with trusted providers that help us run the studio and website, including:

• class booking, membership and account platforms;
• payment processors, banks and accounting providers;
• website hosting, WordPress, Elementor, email and IT support providers;
• analytics, cookie-management and website security providers;
• professional advisers, insurers and authorities where required by law; and
• Google and Trustindex where Google reviews are displayed on our website.

These organisations act under their own privacy terms or process information for us under appropriate contractual safeguards.

8. International transfers

Some service providers may process information outside the United Kingdom. Where this happens, we use providers and safeguards permitted by UK data protection law, such as UK adequacy regulations or approved contractual protections.

9. Cookies and website technologies

Our website uses necessary cookies to provide core features such as security, account access and saved preferences. With your permission, it may also use analytics or other optional technologies to understand site use and improve performance. You can manage non-essential cookies through the cookie controls shown on the website and through your browser settings.

Embedded videos, audio players, Google reviews or links to third-party services may allow those providers to receive technical information when you interact with them. Their own privacy policies will apply.

10. Marketing

We may send news, offers or studio updates where you have asked to receive them or where permitted by law. You can unsubscribe using the link in an email or by contacting us. Service messages about a booking, account or membership are not marketing and may still be sent when necessary.

11. How long we keep information

We keep personal information only for as long as it is needed for the purpose collected and to meet legal, accounting, insurance or safeguarding requirements. Typical periods are:

• general enquiries: up to 24 months after the last meaningful contact;
• booking, membership and financial records: normally up to six years after the relevant transaction or relationship ends;
• health and participation records: for the period reasonably required for safe service delivery, insurance and legal claims;
• marketing preferences: until you unsubscribe, plus a minimal suppression record so we respect your choice; and
• testimonials and media: until permission is withdrawn or the material is no longer used, subject to any agreed terms.

We may retain information longer where a dispute, legal claim or statutory requirement makes this necessary.

12. Security

We use proportionate organisational and technical measures to protect personal information against loss, misuse, unauthorised access, alteration or disclosure. No website or transmission method is completely secure, but we review our arrangements and limit access to people who need the information.

13. Your rights

Subject to the circumstances and applicable law, you may have the right to:

• ask for access to your personal information;
• ask us to correct inaccurate or incomplete information;
• ask us to delete information;
• ask us to restrict how information is used;
• object to processing based on legitimate interests or to direct marketing;
• receive certain information in a portable format;
• withdraw consent at any time; and
• complain to the Information Commissioner’s Office.

We do not use your information to make solely automated decisions that have legal or similarly significant effects.

14. Children and young people

If a participant is under 16, we normally require a parent or guardian to provide relevant information and permissions. Parents and guardians should contact us if they wish to exercise data rights on behalf of a child, where legally appropriate.

15. Complaints

Please contact us first so we can try to resolve any concern. You also have the right to complain to the Information Commissioner’s Office at ico.org.uk/make-a-complaint/ or by telephoning 0303 123 1113.

16. Changes to this policy

We may update this policy when our services, providers or legal obligations change. The latest version will always appear on this page with its revision date.