Last updated: 4 September 2026

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PRO ACTIVE WELLNESS LTD (trading as Pro Active)
Company number 14755183 · Registered office: 5 Bostock Road, Broadbottom, Hyde, England, SK14 6AH
info@pro-active.life · 0161 8201 138

 

Privacy at a glance
PRO ACTIVE WELLNESS LTD is the data controller for the customer information described in this notice. We use personal information to manage bookings, provide services, assess suitability, process payments, communicate with customers, improve our services and, where permitted, measure and market our services.

 

1. Who this Privacy Policy applies to

This Privacy Policy applies to customers, prospective customers and website visitors who interact with Pro Active, including through pro-active.life, Pulse-powered landing and booking pages, customer accounts, telephone, email, social media, in-person services, campaigns and events.

It explains how we process personal information under UK data protection law, including the UK GDPR and Data Protection Act 2018, as amended from time to time.

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2. Who is responsible for your information

PRO ACTIVE WELLNESS LTD, trading as Pro Active, is the controller of personal information described in this Privacy Policy where we decide why and how that information is used.

• Company number: 14755183

• Registered office: 5 Bostock Road, Broadbottom, Hyde, England, SK14 6AH

• Privacy contact: info@pro-active.life

• Telephone: 0161 8201 138

For privacy enquiries or requests about your personal information, please use the privacy contact details above.

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3. Personal information we collect

Category

Examples

Identity and contact information

Name, date of birth where required, email address, telephone number, postal address and emergency contact details where relevant.

Account information

Login details, account identifiers, password or authentication information stored in protected form, account preferences and account activity.

Booking and service information

Appointments, locations, selected services, practitioners, add-ons, attendance, cancellations, no-shows, packages, memberships and service history.

Health and suitability information

Screening responses, relevant health conditions, symptoms, pregnancy status, implanted devices, medication or other information reasonably needed to assess whether a service is suitable and safe.

Payment and transaction information

Amounts, payment status, refunds, invoices, transaction references, payment method type and limited card details supplied by our payment provider. We do not need to store your full card number or CVC for Stripe-hosted payments.

Communications

Emails, messages, enquiries, customer support conversations, complaints, feedback and appointment-related communications.

Marketing preferences

Whether you have opted in or out of marketing, the date and method of the preference, and suppression records used to respect an opt-out.

Website and device information

IP address, browser and device type, page interactions, session identifiers, cookie choices and technical/security information.

Advertising and attribution information

Campaign and advert identifiers, UTM parameters, referrer information, Meta click identifiers such as fbclid, and Meta browser/click identifiers such as fbp/fbc where marketing consent permits their use.

Reviews and feedback

Survey responses, testimonials, review information and information you choose to publish or submit about your experience.

 

4. Special category health information

Information about health is special category personal data and receives additional protection under UK data protection law. We only collect health or suitability information that is reasonably necessary for the service or safety purpose explained to you.

For routine wellness-service screening where no other more appropriate special-category condition applies, we generally rely on your explicit consent under Article 9(2)(a) UK GDPR. We will ask for that consent separately and clearly. You may withdraw it, although we may then be unable to provide a service where the information is necessary to assess suitability or safety.

We may also process relevant health information where necessary to establish, exercise or defend legal claims, or in a genuine emergency where the law permits processing to protect vital interests.

We do not use health screening information to target advertising to you.

5. Where we obtain information

• Directly from you when you book, buy, register, complete a screening form, contact us or attend an appointment.

• From the Pulse platform when you use Pro Active landing pages, assessments, booking flows, customer accounts or consent controls.

• From payment providers such as Stripe in relation to payment status and transactions.

• From advertising and analytics platforms where you have permitted the relevant tracking or where another lawful mechanism applies.

• From a person who books on your behalf, provided they are authorised to give us the information.

• From historical booking or customer-management systems where records have been lawfully migrated into our current systems.

• From publicly available or professional sources where this is appropriate and lawful, for example when handling a complaint or legal matter.

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6. How and why we use personal information

Purpose

Typical lawful basis under Article 6 UK GDPR

Create and administer bookings, packages, memberships and customer accounts

Contract - necessary to take steps at your request or perform our contract with you.

Provide services and communicate essential booking information

Contract; and legitimate interests where necessary to operate the service efficiently.

Assess service suitability and safety

Contract and/or legitimate interests for ordinary personal data; explicit consent or another applicable Article 9 condition for health information.

Process payments, refunds and prevent payment fraud

Contract; legitimate interests in preventing fraud; legal obligation where applicable.

Maintain accounting, tax and business records

Legal obligation; legitimate interests in maintaining accurate business records.

Respond to enquiries, complaints and disputes

Contract, legal obligation and/or legitimate interests in customer service and resolving disputes.

Protect accounts, systems, premises and customers

Legitimate interests in security, fraud prevention, service integrity and protecting legal rights; legal obligation where applicable.

Improve website, booking journeys and services

Legitimate interests where the processing is proportionate; consent where required for cookies or similar technologies.

Send direct marketing by email, text or similar electronic means

Consent where required; or the existing-customer soft opt-in where all legal conditions are met. You can opt out at any time.

Measure Meta advertising and attribute bookings/conversions to campaigns

Consent for marketing/advertising tracking where required by PECR and UK GDPR.

Establish, exercise or defend legal claims

Legitimate interests; legal obligation where applicable; Article 9(2)(f) where relevant special category data is necessary for legal claims.

 

Where we rely on legitimate interests, those interests include running Pro Active efficiently, securing our services, improving customer experience, preventing fraud, understanding service performance and protecting our legal rights. We balance those interests against your rights and reasonable expectations.

7. Booking and customer-management technology - Pulse

Pro Active uses Pulse, provided by Ykonnectme, as a business, customer-journey and booking technology platform. Depending on the feature you use, Pulse may process information for Pro Active concerning landing-page activity, assessments, booking details, customer accounts, packages, memberships, communications, consent preferences, payment status and marketing attribution.

Where Ykonnectme/Pulse processes customer information solely on Pro Active's instructions, it acts as our processor and is required to protect the information under a written data-processing arrangement.

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8. Payments and Stripe

We use Stripe to process online card payments and related payment services. When you enter card details into a Stripe-hosted checkout or payment component, those card details are provided to Stripe rather than being stored as full card credentials by Pro Active or Pulse.

We receive information needed to administer the transaction, such as payment status, amount, transaction reference, refund information and limited payment-method details. Stripe may also process information as an independent controller for some of its own legal, fraud-prevention and regulatory purposes.

9. Other organisations we may share information with

We do not sell customer personal information. We may share personal information with carefully selected recipients where this is necessary for the purposes described in this notice, including:

Recipient/category

Why information may be shared

Ykonnectme / Pulse

Booking, customer journey, accounts, memberships/packages, communications, consent and attribution technology.

Stripe and payment providers

Payment processing, refunds, fraud prevention and transaction administration.

Power Diary or other approved clinical/note systems, where used

Secure note taking, treatment records or service administration.

Website, hosting and infrastructure providers, including Wix where used

Hosting, security, website operation and technical support.

Email, SMS and communications providers

Appointment confirmations, service messages, support and permitted marketing.

Google, where Google Analytics or related services are enabled

Website analytics and measurement subject to our consent controls and configuration.

Meta Platforms, where marketing consent is given

Meta Pixel, advertising measurement, campaign attribution and Conversions API reporting.

Trustpilot or other review providers, where used

Review invitations, feedback and reputation management.

Professional advisers, insurers and auditors

Legal, accounting, insurance, compliance and business advice.

Authorities, regulators and law-enforcement bodies

Where required by law or reasonably necessary to protect rights, safety or prevent wrongdoing.

 

Service providers change from time to time. We require processors to handle personal information only for authorised purposes and with appropriate security and confidentiality protections.

10. Meta Pixel, Meta Conversions API and advertising attribution

Where you consent to marketing technologies, Pro Active may use Meta Pixel and related advertising identifiers to understand whether visits, enquiries or bookings resulted from Facebook or Instagram advertising. Pulse may also send permitted conversion events to Meta through the Meta Conversions API.

Depending on the event and your choices, data may include event type and time, campaign/ad identifiers, page or booking information, browser/click identifiers (such as fbp/fbc) and contact identifiers that are transformed or hashed before transmission where required by Meta.

We do not intentionally send health screening answers or detailed health information to Meta for advertising. Marketing tracking is controlled separately from the acceptance of our Terms and from the health-data consent used for treatment suitability.

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11. Google Analytics and service analytics

Where enabled, Google Analytics may help us understand how visitors use our websites and booking journeys. Our current approach is to treat analytics storage as optional unless a particular analytics implementation has been deliberately configured to meet a statutory exception. Where consent is required, analytics will not be enabled until you choose to allow it.

Our Cookie Policy provides more information about analytics technologies and how to change your preferences.

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12. Direct marketing

We may send you marketing about Pro Active services, offers and events where you have consented or where UK electronic-marketing rules permit us to use the existing-customer soft opt-in. Marketing permission is separate from agreeing to our Terms and from receiving essential booking communications.

You can opt out at any time by using an unsubscribe link, changing available preferences or contacting us. We may retain a minimal suppression record so that we remember not to send marketing to an address or number that has opted out.

You may still receive non-marketing messages that are necessary to manage a booking, payment, membership, account, complaint or service you have requested.

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13. Recommendations, profiling and automated decisions

Pulse-powered assessment journeys may use the answers you provide to suggest a Pro Active service that appears relevant to your stated goals or preferences. This is a recommendation tool, not a medical diagnosis or prescription.

We do not use these recommendations to make solely automated decisions that produce legal effects or similarly significant effects on you. You choose whether to book, and we may review suitability before providing a service.

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14. International transfers

Some technology providers we use operate internationally or may access personal information from countries outside the United Kingdom. Where a restricted international transfer occurs, we use an approved legal transfer mechanism as required, such as UK adequacy regulations, the UK International Data Transfer Agreement, the UK Addendum to approved standard contractual clauses, or another lawful safeguard.

You may contact us for further information about the safeguards relevant to a particular transfer.

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15. How long we keep information

We keep personal information only for as long as reasonably necessary for the purpose for which it was collected, taking account of legal, accounting, safety, complaints and claims requirements. Our normal retention approach is:

Information

Typical retention approach

Bookings, customer account and service records

Normally up to 6 years after the last relevant service or transaction, unless a longer or shorter period is justified.

Health screening and suitability records

Normally up to 6 years after the last relevant service, with longer retention only where reasonably necessary, for example for a legal claim, safeguarding matter or records concerning a minor.

Financial, payment and accounting records

Normally at least 6 years where needed for tax, accounting and company-law obligations.

Unsuccessful/general enquiries

Normally up to 12 months after the enquiry is closed unless needed for an ongoing matter.

Marketing permissions and campaign records

For as long as the permission remains valid and needed; opt-out/suppression information may be retained for longer so we can respect your preference.

Cookie/consent preference records

For as long as reasonably necessary to manage and demonstrate your choices, subject to periodic review.

Complaints and legal matters

For the duration of the matter and any relevant legal limitation period.

 

We may anonymise information so that it no longer identifies you and retain the anonymised information for statistical or service-improvement purposes.

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16. Security

We use appropriate technical and organisational measures designed to protect personal information against accidental or unlawful destruction, loss, alteration, unauthorised disclosure or access. Measures may include access controls, authentication, encryption in transit, system logging, role-based permissions, backups, supplier controls and staff confidentiality obligations, as appropriate to the risk.

No internet or storage system can be guaranteed to be completely secure. If we become aware of a personal data breach, we will assess it and notify the Information Commissioner's Office and affected individuals where the law requires us to do so.

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17. Children and young people

Our online booking services are intended to be used by adults. A person under 18 should not create an account or make a booking in their own name unless we have expressly agreed the arrangement and appropriate parent or guardian involvement is in place.

Where we provide a service to a young person, we will collect only information reasonably necessary for the service, safety, consent and legal requirements and will provide privacy information in an age-appropriate way where appropriate.

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18. Your data protection rights

Depending on the circumstances and lawful basis, you may have the right to:

• ask for access to personal information we hold about you;

• ask us to correct inaccurate or incomplete information;

• ask us to erase information in certain circumstances;

• ask us to restrict processing in certain circumstances;

• object to processing based on legitimate interests in certain circumstances;

• object to direct marketing at any time;

• receive certain information in a portable format where the right to data portability applies;

• withdraw consent at any time where processing is based on consent, without affecting processing already carried out lawfully before withdrawal;

• raise a complaint about our use of your personal information.

To exercise a right, contact info@pro-active.life. We may need to verify your identity before acting on a request. Rights are subject to legal conditions and exemptions, so they do not apply in exactly the same way in every case.

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19. Complaints to Pro Active and the ICO

If you have a concern about how we use personal information, please contact us first at info@pro-active.life so that we can investigate.

You also have the right to complain to the Information Commissioner's Office (ICO), the UK data-protection regulator:

• Website: ico.org.uk

• Telephone: 0303 123 1113

• Address: Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF

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20. Cookies and similar technologies

Our Cookie Policy explains our use of cookies, local storage, pixels, tags and related technologies, including the choices available for analytics and marketing tracking.

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21. Changes to this Privacy Policy

We may update this Privacy Policy when our services, suppliers or legal obligations change. We will publish the updated version with a new "Last updated" date and, where a change is material, take reasonable steps to bring it to your attention before a new use of personal information begins where required.