Privacy Policy
Privacy Notice
This notice explains how Renew and Fortify Ltd collects, uses and protects your personal information when you use our website, book an appointment or receive care from us.
1. Who we are
Renew and Fortify Ltd is the data controller for the personal information described in this notice. That means we decide how and why your information is used, and we're responsible for looking after it.
Company: Renew and Fortify Ltd, registered in England and Wales
Registered office: Midland House, Great North Road, Neward, NG24 1BL
Clinician: Matt Holmes, Advanced Clinical Practitioner (Paramedic), Independent Prescriber, HCPC PA23767
Contact for privacy questions: info@renewandfortify.com
2. What information we collect
When you contact us or book:
- Your name, date of birth, address, email and phone number
- The appointment you book, where and when, and any messages you send us (by email, WhatsApp, phone or our website)
- Details of who referred you, if you were referred by another clinician
When you receive care from us:
Because we provide healthcare, we also collect health information, which the law treats as special category data and protects more strictly. This can include:
- Your medical history, current medicines, allergies and relevant lifestyle information
- Your answers to our health questionnaire
- Consultation and examination notes, the treatment you receive (including the product, dose and batch number), and your consent forms
- Referral information from another clinician, with your agreement
- Photographs, only if needed for your care and with your specific consent
- Follow-up information about how your treatment has worked
When you pay:
Payments are handled by our secure payment provider. We see the amount, date and last four digits of your card, but we never see or store your full card details.
When you visit our website:
Our website host records basic technical information (such as your IP address, browser type and the pages visited) to keep the site secure and working properly.
3. How and why we use your information
- Booking and managing your appointments, sending reminders and taking payments. Lawful basis: contract, to provide the service you've asked for.
- Assessing you, providing treatment, prescribing, aftercare and follow-up. Lawful basis: contract; and for health information, the provision of health care by a registered professional (UK GDPR Article 9(2)(h)).
- Keeping accurate clinical and financial records, and meeting professional, prescribing and tax duties. Lawful basis: legal obligation.
- Sending a letter to your GP about your treatment. Lawful basis: with your agreement, as part of your direct care.
- Updating the clinician who referred you. Lawful basis: with your agreement, as part of your direct care.
- Quality checks, audit and handling complaints. Lawful basis: legitimate interests in providing safe, good-quality care.
- Keeping our website secure and working. Lawful basis: legitimate interests.
- Sending news or offers. Lawful basis: only if you've opted in; you can opt out at any time.
We will never sell your information, and we don't use it for automated decision-making or profiling.
4. Who we share your information with
We only share what's needed, with people and organisations who help us provide your care or run our business safely:
- Our clinical records and booking system (WriteUpp), which securely stores your records, bookings, forms and messages
- Our payment provider, to take card payments and deposits
- Our website host and email provider, to run our website and communicate with you
- Your GP, only with your agreement
- The clinician who referred you, only with your agreement
- Our supplying pharmacy, only where a prescription for you by name is needed
- Regulators, insurers or legal advisers, if required by law, to handle a complaint or claim, or to protect someone's safety
Our suppliers act on our instructions and must keep your information secure. Some may store data outside the UK; where they do, we make sure appropriate legal safeguards are in place.
5. How we keep your information safe
- Records are held in secure, password-protected systems with two-factor authentication
- Only the people who need your information for your care can see it
- Referral emails are saved to your record and then deleted from our inbox
- Paper records, if any, are kept locked away and securely destroyed when no longer needed
6. How long we keep it
- Clinical records: 8 years after your last appointment, in line with NHS records guidance for adults
- Payment and financial records: 6 years, as required for tax purposes
- Enquiries that don't lead to an appointment: up to 12 months
- Marketing preferences: until you opt out
After that, your information is securely deleted or destroyed.
7. Cookies
Our website only uses the cookies it needs to work properly and stay secure. We don't use advertising or tracking cookies. If we ever add analytics or other optional cookies, we'll ask for your permission first and update this notice.
Our online booking portal is run by WriteUpp, which has its own cookie and privacy information.
8. Your rights
You have the right to:
- Access a copy of the information we hold about you
- Correct anything that's wrong or incomplete
- Ask us to delete your information (though we must keep clinical and financial records for the periods above)
- Restrict or object to how we use your information in some circumstances
- Receive your information in a portable format
- Withdraw your consent at any time, where we rely on it (for example GP letters or marketing)
To use any of these rights, just contact us using the details in section 1. We'll respond within one month, free of charge in most cases.
9. Adults only
Our services are for adults aged 18 and over, and we don't knowingly collect information about children.
10. Complaints
If you're unhappy with how we've handled your information, please tell us first so we can put it right. You also have the right to complain to the Information Commissioner's Office (ICO): ico.org.uk or 0303 123 1113.
11. Changes to this notice
We'll update this notice if the way we use your information changes. The latest version will always be on our website.
Last updated: 27/09/2026