Privacy Policy

1. Introduction

RehabRoute (“we”, “us”, “our”) provides physiotherapy consultations, an online AI symptom checker and downloadable rehabilitation plans. We are committed to protecting your personal information and handling it in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

This policy explains what information we collect, why we collect it, how we keep it safe, and the rights you have. It applies to our website, our AI checker, our bookings and consultations, and any purchases you make from us.

2. Information We Collect

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

• Identity and contact details — your name, email address, phone number and, for in-person appointments, your address.
• Health information — symptoms, medical history, medications and answers you provide in the AI checker or during consultations. This is special category data and is handled with additional safeguards.
• Booking information — appointment preferences, consultation notes and treatment records.
• Payment data — payments are processed securely by Stripe. We do not see or store your full card details.
• Technical data — basic device, browser and usage information collected through essential cookies.

3. How We Use Your Information

We use your information to:

• arrange, deliver and follow up on your appointments;
• provide clinically safe care, including screening for symptoms that need urgent medical attention;
• deliver digital products you have purchased;
• respond to enquiries and send service-related communications;
• improve our services, including the accuracy and usability of our AI checker, using anonymised or aggregated data wherever possible.

We rely on your consent, the performance of a contract with you, our legitimate interests, and — for health data — the provision of health care by or under the responsibility of a health professional. We will only send marketing emails if you have opted in, and you can unsubscribe at any time.

4. Data Storage & Security

Your information is stored on secure, access-controlled systems based in the UK or in countries offering an adequate level of protection under UK GDPR. Health records are kept confidential and are only accessible to the clinicians and staff involved in your care.

We retain clinical records for the periods recommended by professional guidance (typically eight years for adults, and until age 25 for children), and other information only for as long as necessary. We never sell your personal data.

5. Your Rights

Under UK GDPR you have the right to:

• Access — request a copy of the information we hold about you;
• Rectification — ask us to correct inaccurate or incomplete information;
• Erasure — ask us to delete your information, subject to our legal obligations to retain clinical records;
• Portability — receive your information in a commonly used, machine-readable format;
• Restriction and objection — ask us to limit or stop processing in certain circumstances;
• Withdraw consent — at any time, where processing is based on consent.

To exercise any of these rights, contact us using the details below. You also have the right to complain to the Information Commissioner's Office (ICO) at ico.org.uk.

6. Cookies

We use a small number of essential cookies to make our website work, such as remembering your progress through forms. With your permission, we may also use analytics cookies to understand how visitors use the site so we can improve it. You can control cookies through your browser settings at any time.

7. Third Party Services

We work with carefully selected providers who process data on our behalf under appropriate contracts, including:

• Stripe — secure payment processing for consultations and digital products;
• Email delivery providers — to send booking confirmations, plan downloads and service communications;
• Video consultation platforms — secure, encrypted platforms for telehealth appointments.

8. Contact Us

If you have any questions about this policy or how we handle your information, please email hello@rehabroute.com or write to us at 123 Rehab Street, London, EC1A 1BB.

Last updated: October 2026