Privacy Policy

1. INTRODUCTION

1.1 We are committed to safeguarding the privacy of our website visitors and service users.

1.2 This policy applies where we are acting as a data controller with respect to the personal data of our website visitors and service users; in other words, where we determine the purposes and means of the processing of that personal data.

1.3 By using our website and agreeing to this policy, you consent to our use of cookies in accordance with the terms of this policy.

1.4 In this policy, “we”, “us” and “our” refer to ACE Orthotics Ltd T/A The Healthcare Hub. For more information about us, see Section 12.

2. DATA PROTECTION OFFICER

2.1 Our data protection officer’s contact details are: Victoria Western, ACE Orthotics Ltd, Sanatorium Road, Canton, Cardiff CF11 8DG. enquries@healthcare-hub.co.uk – 02922 527897 .

3. HOW WE USE YOUR PERSONAL DATA

3.1 In this Section 3 we have set out:

(a) the general categories of personal data that we may process;

(b) in the case of personal data that we did not obtain directly from you, the source and specific categories of that data;

(d) the legal bases of the processing.

3.2 We may process data about your use of our website and services (“usage data”). The usage data may include your IP address, geographical location, browser type and version, operating system, referral source, length of visit, page views and website navigation paths, as well as information about the timing, frequency and pattern of your service use. The source of the usage data is our analytics tracking system. This usage data may be processed for the purposes of analysing the use of the website and services. The legal basis for this processing is our legitimate interests, namely monitoring and improving our website and services.

3.3 We may process your information included in your personal profile on our website (“profile data”). The profile data may include your name, address, telephone number, email address, profile pictures, gender, date of birth, relationship status, interests and hobbies, educational details and employment details. The profile data may be processed for the purposes of enabling and monitoring your use of our website and services. The legal basis for this processing is the performance of a contract between you and us and/or taking steps, at you request, to enter into such a contract.

3.4 We may process information contained in any enquiry you submit to us regarding goods and/or services (“enquiry data”). The enquiry data may be processed for the purposes of offering, marketing and selling relevant goods and/or services to you. The legal basis for this processing is consent.

3.5 We may process information relating to transactions, including purchases of goods and services, that you enter into with us and/or through our website (“transaction data”). The transaction data may include your contact details, your card details and the transaction details. The transaction data may be processed for the purpose of supplying the purchased goods and services and keeping proper records of those transactions. The legal basis for this processing is the performance of a contract between you and us and/or taking steps, at your request, to enter into such a contract and our legitimate interests, namely our interest in the proper administration of our website and business.

3.6 We may process information that you provide to us for the purpose of subscribing to our email notifications and/or newsletters (“notification data”). The notification data may be processed for the purposes of sending you the relevant notifications and/or newsletters. The legal basis for this processing is consent.

3.7 We may process any of your personal data identified in this policy where necessary for the establishment, exercise or defence of legal claims, whether in court proceedings or in an administrative or out-of-court procedure. The legal basis for this processing is our legitimate interests, namely the protection and assertion of our legal rights, your legal rights and the legal rights of others.

3.8 In addition to the specific purposes for which we may process your personal data set out in this Section 3, we may also process any of your personal data where such processing is necessary for compliance with a legal obligation to which we are subject, or in order to protect your vital interests or the vital interests of another natural person.

3.9 Please do not supply any other person’s personal data to us, unless we prompt you to do so.

4. PROVIDING YOUR PERSONAL DATA TO OTHERS

4.1 We may disclose your personal data to any member of our group of companies (this means our subsidiaries, our ultimate holding company and all its subsidiaries) insofar as reasonably necessary for the purposes, and on the legal bases, set out in this policy.

4.2 We may disclose your personal data to our insurers and/or professional advisers insofar as reasonably necessary for the purposes of obtaining or maintaining insurance coverage, managing risks, obtaining professional advice, or the establishment, exercise or defence of legal claims, whether in court proceedings or in an administrative or out-of-court procedure.

4.3 In addition to the specific disclosures of personal data set out in this Section 4, we may disclose your personal data where such disclosure is necessary for compliance with a legal obligation to which we are subject, or in order to protect your vital interests or the vital interests of another natural person. We may also disclose your personal data where such disclosure is necessary for the establishment, exercise or defence of legal claims, whether in court proceedings or in an administrative or out-of-court procedure.

5. RETAINING AND DELETING PERSONAL DATA

5.1 This Section 5 sets out our data retention policies and procedure, which are designed to help ensure that we comply with our legal obligations in relation to the retention and deletion of personal data.

5.2 Personal data that we process for any purpose or purposes shall not be kept for longer than is necessary for that purpose or those purposes.

5.3 We will retain your personal data as follows:

(a) Name and Email Address will be retained for a minimum period of 1 month following form submission, and for a maximum period of 6 months following form submission.

5.4 In some cases it is not possible for us to specify in advance the periods for which your personal data will be retained. In such cases, we will determine the period of retention based on the following criteria:

(a) the period of retention of Name and Email Address will be determined based on your enquiry type.

5.5 Notwithstanding the other provisions of this Section 5, we may retain your personal data where such retention is necessary for compliance with a legal obligation to which we are subject, or in order to protect your vital interests or the vital interests of another natural person.

6. AMENDMENTS

6.1 We may update this policy from time to time by publishing a new version on our website.

6.2 You should check this page occasionally to ensure you are happy with any changes to this policy.

7. YOUR RIGHTS

7.1 In this Section 7, we have summarised the rights that you have under data protection law. Some of the rights are complex, and not all of the details have been included in our summaries. Accordingly, you should read the relevant laws and guidance from the regulatory authorities for a full explanation of these rights.

7.2 Your principal rights under data protection law are:

(a) the right to access;

(b) the right to rectification;

(d) the right to restrict processing;

(e) the right to object to processing;

(f) the right to data portability;

(g) the right to complain to a supervisory authority; and

(h) the right to withdraw consent.

7.3 You have the right to confirmation as to whether or not we process your personal data and, where we do, access to the personal data, together with certain additional information. That additional information includes details of the purposes of the processing, the categories of personal data concerned and the recipients of the personal data. Providing the rights and freedoms of others are not affected, we will supply to you a copy of your personal data. The first copy will be provided free of charge, but additional copies may be subject to a reasonable fee.

7.4 You have the right to have any inaccurate personal data about you rectified and, taking into account the purposes of the processing, to have any incomplete personal data about you completed.

7.5 In some circumstances you have the right to the erasure of your personal data without undue delay. Those circumstances include: the personal data are no longer necessary in relation to the purposes for which they were collected or otherwise processed; you withdraw consent to consent-based processing; you object to the processing under certain rules of applicable data protection law; the processing is for direct marketing purposes; and the personal data have been unlawfully processed. However, there are exclusions of the right to erasure. The general exclusions include where processing is necessary: for exercising the right of freedom of expression and information; for compliance with a legal obligation; or for the establishment, exercise or defence of legal claims.

7.6 In some circumstances you have the right to restrict the processing of your personal data. Those circumstances are: you contest the accuracy of the personal data; processing is unlawful but you oppose erasure; we no longer need the personal data for the purposes of our processing, but you require personal data for the establishment, exercise or defence of legal claims; and you have objected to processing, pending the verification of that objection. Where processing has been restricted on this basis, we may continue to store your personal data. However, we will only otherwise process it: with your consent; for the establishment, exercise or defence of legal claims; for the protection of the rights of another natural or legal person; or for reasons of important public interest.

7.7 You have the right to object to our processing of your personal data on grounds relating to your particular situation, but only to the extent that the legal basis for the processing is that the processing is necessary for: the performance of a task carried out in the public interest or in the exercise of any official authority vested in us; or the purposes of the legitimate interests pursued by us or by a third party. If you make such an objection, we will cease to process the personal information unless we can demonstrate compelling legitimate grounds for the processing which override your interests, rights and freedoms, or the processing is for the establishment, exercise or defence of legal claims.

7.8 You have the right to object to our processing of your personal data for direct marketing purposes (including profiling for direct marketing purposes). If you make such an objection, we will cease to process your personal data for this purpose.

7.9 You have the right to object to our processing of your personal data for scientific or historical research purposes or statistical purposes on grounds relating to your particular situation, unless the processing is necessary for the performance of a task carried out for reasons of public interest.

7.10 To the extent that the legal basis for our processing of your personal data is:

(a) consent; or

(b) that the processing is necessary for the performance of a contract to which you are party or in order to take steps at your request prior to entering into a contract,

and such processing is carried out by automated means, you have the right to receive your personal data from us in a structured, commonly used and machine-readable format. However, this right does not apply where it would adversely affect the rights and freedoms of others.

7.11 If you consider that our processing of your personal information infringes data protection laws, you have a legal right to lodge a complaint with a supervisory authority responsible for data protection. You may do so in the EU member state of your habitual residence, your place of work or the place of the alleged infringement.

7.12 To the extent that the legal basis for our processing of your personal information is consent, you have the right to withdraw that consent at any time. Withdrawal will not affect the lawfulness of processing before the withdrawal.

7.13 You may exercise any of your rights in relation to your personal data by written notice to us.

8. ABOUT COOKIES

8.1 A cookie is a file containing an identifier (a string of letters and numbers) that is sent by a web server to a web browser and is stored by the browser. The identifier is then sent back to the server each time the browser requests a page from the server.

8.2 Cookies may be either “persistent” cookies or “session” cookies: a persistent cookie will be stored by a web browser and will remain valid until its set expiry date, unless deleted by the user before the expiry date; a session cookie, on the other hand, will expire at the end of the user session, when the web browser is closed.

8.3 Cookies do not typically contain any information that personally identifies a user, but personal information that we store about you may be linked to the information stored in and obtained from cookies.

9. COOKIES THAT WE USE

9.1 We use cookies for the following purposes:

(a) advertising – we use cookies to help us to display advertisements that will be relevant to you (cookies used for this purpose are: Google AdWords); and

(b) analysis – we use cookies to help us to analyse the use and performance of our website and services (cookies used for this purpose are: Google Analytics, Facebook).

10. COOKIES USED BY OUR SERVICE PROVIDERS

10.1 Our service providers use cookies and those cookies may be stored on your computer when you visit our website.

10.2 We use Google Analytics to analyse the use of our website. Google Analytics gathers information about website use by means of cookies. The information gathered relating to our website is used to create reports about the use of our website. Google’s privacy policy is available at: https://www.google.com/policies/privacy/.

10.3 We publish Google AdSense interest-based advertisements on our website. These are tailored by Google to reflect your interests. To determine your interests, Google will track your behaviour on our website and on other websites across the web using cookies. You can view, delete or add interest categories associated with your browser by visiting: https://adssettings.google.com. You can also opt out of the AdSense partner network cookie using those settings or using the Network Advertising Initiative’s multi-cookie opt-out mechanism at: http://optout.networkadvertising.org. However, these opt-out mechanisms themselves use cookies, and if you clear the cookies from your browser your opt-out will not be maintained. To ensure that an opt-out is maintained in respect of a particular browser, you may wish to consider using the Google browser plug-ins available at: https://support.google.com/ads/answer/7395996. The relevant cookies are: [identify cookies].

11. MANAGING COOKIES

11.1 Most browsers allow you to refuse to accept cookies and to delete cookies. The methods for doing so vary from browser to browser, and from version to version. You can however obtain up-to-date information about blocking and deleting cookies via these links:

(a) https://support.google.com/chrome/answer/95647?hl=en (Chrome);

(b) https://support.mozilla.org/en-US/kb/enable-and-disable-cookies-website-preferences (Firefox);

(d) https://support.microsoft.com/en-gb/help/17442/windows-internet-explorer-delete-manage-cookies (Internet Explorer);

(e) https://support.apple.com/kb/PH21411 (Safari); and

(f) https://privacy.microsoft.com/en-us/windows-10-microsoft-edge-and-privacy (Edge).

11.2 Blocking all cookies will have a negative impact upon the usability of many websites.

11.3 If you block cookies, you will not be able to use all the features on our website.

12. OUR DETAILS

12.1 This website is owned and operated by ACE Orthotics Ltd T/A The Healthcare Hub.

12.2 We are registered in England and Wales under registration number 4088974, and our registered office is at ACE Orthotics Ltd, Sanatorium Road, Canton, Cardiff CF11 8DG

12.3 Our principal place of business is at ACE Orthotics, Sanatorium Road, Canton, Cardiff CF11 8DG

(a) by post, to the postal address given above;

(b) using our website contact form;

(d) by email, using the email address published on our website from time to time.

13. THE HUBCLUB

13.1 General

(a) The promoter of The HubClub is Ace Orthotics Ltd T/a The Healthcare Hub, 53A Merthyr Road, Whitchurch, Cardiff, CF14 1DD. Registered in England and Wales: Company No. 4088974

(b) Due to printing lead times, the terms and conditions in store may not reflect the most recent changes. These are the most up to date terms and conditions.

(c) Members must register their personal details and keep The Healthcare Hub informed of any changes. The Healthcare Hub cannot be held responsible for any loss of points incurred as a result of out-of-date details. New accounts that are not registered within two years of first being used and accounts with out-of-date details that have not been updated for two years will be removed and any points forfeited.

(d) Members are only entitled to one HubClub account each. The Healthcare Hub reserves the right to refuse, merge or close additional accounts at any time.

(e) Members can choose to leave the scheme at any time. By leaving the scheme members forfeit the right to any points accrued.

(f) We may use your information to: (i) administer your membership to the HubClub and to communicate with you in connection with your membership; (ii) understand your purchasing preferences to enable us to improve our products and services; (iii) provide you with information about products, services, promotions and offers by post, SMS, email and other electronic means (including social media) (we may analyse the purchases you make to enable us to send you information that is most likely to interest you).

13.2 Points

(a) Members must present their HubClub card at the checkout in order to collect points for a transaction in store.

(b) Points collected on additional cards linked to the main HubClub member’s account will be credited to that account.

(d) Points are rounded down to the nearest £1, where £1 = 1 point at purchase.

(e) A minimum of 20 points is needed in order to trade in the points for discount, where 20 points = £1 off.

(f) Points are redeemed at 1 point to 5p after minimum of 20 points are redeemed.

(g) A maximum of £25/500 points can be discounted/used per transaction.

(h) The Healthcare Hub is entitled to remove points at any time if products are returned for any reason and a full or partial refund of the purchase price is given. This also applies to the exchange of products, unless the exchange is for products with an equivalent points value.

(i) Points awarded at the time of the transaction discount already issued may be removed or cancelled if The Healthcare Hub determines that the points were collected in breach of these terms and conditions or were awarded in error. For the avoidance of doubt, any advice or actions of our staff that is contrary to these terms and conditions will not have the effect of changing these terms and conditions.

(j) Points have no monetary value until swapped during checkout. The current conversion value of points is twenty points equals one pound off.

(k) The Healthcare Hub is under no obligation to award HubClub points for any reason outside of qualifying transactions.

(l) Only one HubClub account can be associated with a single transaction.

(m) HubClub points can be acquired on the following qualifying products and services: Comfort wide fit footwear, Comfort wide fit slippers, Orthopaedic products, Podiatry products, Foot creams, Medical supplies, Simple Nail Cut, Chiropody, Nail Surgery Consultation, Single Service Appointment, Verruca Consultation, Swift Verruca Treatment, Verruca treatments, Nail surgery, Biomechanical assessment, Modular orthotic insoles, Bespoke orthotic insoles.

(n) HubClub points cannot be acquired on the purchase of Gift cards, Sale products, associated services (currently – Musculoskeletal Physiotherapy supplied by LC Physiotherapy & Pilates)

(o) HubClub points can be used as discount on the following qualifying products and services: Comfort wide fit footwear, Comfort wide fit slippers, Orthopaedic products, Podiatry products, Foot creams, Medical supplies, Simple Nail Cut, Chiropody, Nail Surgery Consultation, Single Service Appointment, Verruca Consultation, Swift Verruca Treatment, Verruca treatments, Nail surgery, Biomechanical assessment, Modular orthotic insoles, Bespoke orthotic insoles.

(p) HubClub points cannot be used as discount on the purchase of Gift cards, Sale products, associated services (currently – Musculoskeletal Physiotherapy supplied by LC Physiotherapy & Pilates)

13.3 Returns

(a) When a product is returned with a valid receipt of purchase, the number of points collected during the transaction will be removed from the associated account.

(b) If points have been used for a transaction which later is returned the points become void and you will only receive what you paid in cash. I.e Transaction total £20, £1 point’s discount, total cash paid £19. You would receive £19 cash for your return. Points used during the initial transaction are not reimbursed and will become void.

13.3 Exchanges

(a) In the event you wish to exchange a purchase where points have been used for discount at point of sale, the point balance will transfer to the new purchase. i.e original transaction total £20, points discount £1, cash paid £19. New exchange total £30, balance from original cash payment £19, balance from original point discount £1, new total to pay £10.

(b) Where the point balance to transfer is greater than the new cost of the exchange, you will have the option to add another product to the transaction to make up the point balance, or the left-over points will be void. Points cannot be reimbursed to an account and cannot be traded for cash. i.e Initial transaction total £80, 300 points used for £15 off, new total to pay £65. Product later exchanged with a valid receipt, new product value £10, you will only receive £65 cash return, you can make up the difference by adding another product to the transaction and receive the full £15 discount, or the remaining points become void.

13.4 Loss Of Card

(a) If your HubClub card is lost or stolen please notify a member of staff upon your next visit, we can replace your HubClub card free of charge the first time, if lost or stolen again the cost will be £1 to cover the replacement card.

(b) If you have received a replacement card and your original card turns back up, please continue to use your new card as your previous card will be void.

13.5 Cancelling Your HubClub Membership

(a) You can cancel your HubClub membership at any time, to do so you must return your HubClub card to the store and speak to a member of staff stating your wish to no longer be a member. One of our team will then remove your details from our database.

(b) If you do decide to cancel your HubClub membership you automatically forfeit any points on that account. Points cannot be moved to another account.

(c) You can unsubscribe from marketing at any time; To unsubscribe from email marketing we will always include an ‘unsubscribe’ button at the bottom of the email which will allow you to remove yourself from the HubClub mailing list. To unsubscribe from marketing in the form of physical to your home address, you can notify us over phone, email or visiting the store and requesting to no longer receive marketing.

14. DISCOUNT COUPON/VOUCHER TERMS & CONDITIONS

The Healthcare Hub discount coupon/code entitles the bearer to the discount value detailed on the coupon in a single transaction on services or goods at The Healthcare Hub. Coupons cannot be used for the purchase of gift cards. Coupons cannot be used in conjunction with any other offer, discount, HubClub points or against any products or services not included within the discount promotion. Please note that when issued, an online code is case-sensitive and must be entered as shown.

For The Healthcare Hub Service discounts, these apply only to services rendered at The Healthcare Hub physical locations. It will be applied at the final payment following the appointment and does not apply to the initial booking fee. The discount cannot be combined with any other offers, discounts or HubClub points and is subject to availability. Please confirm discount eligibility and application with our customer service team prior to your appointment.

Only one coupon can be used per transaction. The coupon is valid for one transaction only. No cash alternative is available. The coupon cannot be sold or applied retrospectively. The Healthcare Hub reserves the right to reject any coupon it deems, in its sole discretion, to be forged, defaced, or otherwise tampered with. The Healthcare Hub reserves the right to hold, void or suspend the promotion where it becomes necessary to do so. The Coupon expires on the date referenced on each individual coupon. For queries, contact our customer service team.