How your information is handled.

Information used for enquiries and appointments

When you contact us or book, we receive the information you provide, such as your name, email address, any other contact details you enter, the appointment type, date and time, and your booking messages. We also receive booking, cancellation, rescheduling and payment-status information.

We use this information to answer enquiries, arrange and deliver appointments, send meeting links and reminders, handle payments and refunds, and respond to concerns. Providing a name and a working email address is necessary to arrange an appointment and send its details.

Please do not put detailed health information in booking notes or your first email. Do not send card details by email.

Sessions and sensitive information

Mind Harbour does not record sessions or keep session notes. Booking records, payments and email correspondence are separate records and may still be retained for the purposes described here. Google Meet still processes the information needed to operate the call.

A conversation may involve health or other sensitive personal information. Where we need to process this information to provide support, we will explain the purpose and seek your explicit consent before doing so. You can withdraw that consent by contacting us; this may affect the support we can provide, but does not change the lawfulness of earlier processing.

Confidentiality and its limits will be explained before support begins. Information may need to be shared where required by law or where necessary and lawful to address a serious safety or safeguarding concern. We will use only information needed for that purpose.

Why we use personal information

For ordinary appointment administration, we rely on taking steps at your request before an agreement and performing our agreement with you. We rely on legitimate interests for responding to general enquiries, managing complaints and keeping the service secure, and on legal obligations where records or disclosures are required by law.

Where consent is required for sensitive information, that is sought separately from accepting a booking or making a payment. Booking alone is not treated as consent to record a session or use information for marketing.

Services involved in your booking

Acuity Scheduling, by Squarespace handles appointment booking and automated emails. Stripe handles card payments and refunds. Google Calendar and Google Meet provide the appointment diary and video meeting. Business enquiries and client replies are received through the email provider for mindharbour.org@mail.uk.

The website is hosted by Vercel. Hosting and booking providers may process technical information such as IP addresses, browser information, service logs and cookies needed to operate their services.

These providers may process information outside the UK. Their privacy information explains their processing locations and applicable transfer arrangements. Contact us if you need details about providers or safeguards relevant to your information.

Website storage and cookies

The website embeds Acuity’s booking service and loads its supporting script. Acuity and payment services may use cookies or similar storage as part of booking, security and payment. Opening an external service also brings that provider’s privacy and cookie information into scope.

We use Vercel Web Analytics to understand website visits and Vercel Speed Insights to measure page performance. These services do not use analytics cookies. Reports include pages visited, referring websites, approximate country, device and browser information, and performance measurements. We remove query strings and fragments from page URLs before sending them to these services.

Analytics does not receive enquiry text, appointment details, payment information or session content from our website. We have not added advertising trackers. Your browser lets you manage cookies and storage, although blocking storage required by the scheduler may affect booking.

How long information is kept

We keep enquiry and booking information for as long as needed to respond to you, provide and administer appointments, resolve complaints and refunds, and meet applicable accounting or legal requirements. The criteria include whether an enquiry or appointment is still active, whether a dispute or refund is unresolved, and whether a legal recordkeeping requirement or claim requires retention.

Information that no longer needs to be kept is deleted, subject to providers’ backup and deletion processes. Service providers may retain records for their own legal and operational purposes as described in their policies. Ask us if you need the retention position for a particular record.

Your choices and rights

Depending on the information and the legal basis for using it, you may request access, correction, deletion, restriction, transfer of your information or object to its use. These rights have conditions and some records may need to be retained by law. Where processing relies on consent, you can withdraw it.

Email mindharbour.org@mail.uk to make a request or raise a concern. We may need to verify your identity before providing information. You can also raise a data-protection complaint with the Information Commissioner’s Office.

For appointment changes and refunds, see our booking policy.