privacy policy
This privacy policy sets out how Stretch Life Ltd uses and protects your personal data.
1. Important information and who we are
Privacy policy
This privacy policy gives you information about how Stretch Life Ltd collects and uses your personal data through your use of this website or our mobile app, including any data you may provide when you register with us, sign up to our marketing email or any newsletter, purchase a product or service or partake in a promotion, prize draw, competition or complete a survey.
This website is not intended for children and we do not knowingly collect data relating to children.
Controller
Stretch Life Ltd is the controller and responsible for your personal data (collectively referred to as "Stretch Life", "we", "us" or "our" in this privacy policy).
We have appointed a data privacy manager who is responsible for overseeing questions in relation to this privacy policy. If you have any questions about this privacy policy, including any requests to exercise your legal rights, please contact the data privacy manager using the information set out in the contact details section.
2. The types of personal data we collect about you
Personal data means any information about an individual from which that person can be identified.
We may collect, use, store and transfer different kinds of personal data about you which we have grouped together as follows:
Identity Data includes first name, last name, any previous names, health information, emergency contact first name and last name, username or similar identifier, marital status, title, date of birth and gender.
Contact Data includes billing address, delivery address, email address and telephone numbers and email address and telephone address of any emergency contact.
Financial Data includes bank account and payment card details.
Transaction Data includes details about payments to and from you and other details of products and services you have purchased from us.
Technical Data includes internet protocol (IP) address, your login data, browser type and version, time zone setting and location, browser plug-in types and versions, operating system and platform, device ID and other technology on the devices you use to access this website or our mobile app.
Profile Data includes your username and password, purchases or orders made by you, your interests, preferences, feedback and survey responses.
Usage Data includes information about how you interact with and use our website, products, services and mobile app.
Marketing and Communications Data includes your preferences in receiving marketing from us and our third parties and your communication preferences.
We also collect, use and share aggregated data such as statistical or demographic data which is not personal data as it does not directly (or indirectly) reveal your identity. For example, we may aggregate individuals' Usage Data to calculate the percentage of users accessing a specific feature in order to analyse general trends in how users are interacting with our website or mobile app to help improve the website, our mobile app and our service offering.
We do not collect any special categories of personal data about you (this includes details about your race or ethnicity, religious or philosophical beliefs, sex life, sexual orientation, political opinions, trade union membership, information about your health and genetic and biometric data) unless it is volunteered by you.
We may collect information that is considered “special” e.g. completion of a health questionnaire. We only collect this information where you have given your explicit consent, it is necessary to protect your vital interests, or you have deliberately made it public. If you do not allow us to process any special category personal data, this may mean we are unable to provide all or parts of the services you have requested from us.
3. How is your personal data collected?
We use different methods to collect data from and about you including through:
Your interactions with us. You may give us your personal data by filling in online forms or by corresponding with us by post, phone, email or otherwise. This includes personal data you provide when you:
apply for our products or services;
create, access and use your account on our website;
download and use our mobile app;
complete our health questionnaire;
subscribe to our service or publications;
request marketing to be sent to you;
enter a competition, promotion or survey; or
give us feedback or contact us.
Automated technologies or interactions. As you interact with our website or mobile app, we will automatically collect Technical Data about your equipment, browsing actions and patterns. We collect this personal data by using cookies, server logs and other similar technologies. We may also receive Technical Data about you if you visit other websites employing our cookies. Please see our Cookie Policy for further details.
Third parties or publicly available sources. We will receive personal data about you from various third parties and public sources as set out below:
Technical Data is collected from the following parties:
analytics providers, such as Google based outside the UK;
advertising networks, such as Meta and TikTok based outside the UK; and
search information providers.
Contact, Financial and Transaction Data is collected from providers of technical, payment and delivery services, such as Stripe, Apple pay, Google pay, Adyen NV and Zenoti based outside the UK.
Identity and Contact Data is collected from publicly available sources, such as Companies House and the Electoral Register based inside the UK.
4. How we use your personal data
Legal basis
The law requires us to have a legal basis for collecting and using your personal data. We rely on one or more of the following legal bases:
Performance of a contract with you: Where we need to perform the contract we are about to enter into or have entered into with you.
Legitimate interests: We may use your personal data where it is necessary to conduct our business and pursue our legitimate interests, for example to prevent fraud and enable us to give you the best and most secure customer experience. We make sure we consider and balance any potential impact on you and your rights (both positive and negative) before we process your personal data for our legitimate interests. We do not use your personal data for activities where our interests are overridden by the impact on you (unless we have your consent or are otherwise required or permitted to by law).
Legal obligation: We may use your personal data where it is necessary for compliance with a legal obligation that we are subject to. We will identify the relevant legal obligation when we rely on this legal basis.
Consent: We rely on consent only where we have obtained your active agreement to use your personal data for a specified purpose, for example if you subscribe to email marketing or an email newsletter.
Purposes for which we will use your personal data
We have set out below a description of all the ways we plan to use the various categories of your personal data, and which of the legal bases we rely on to do so. We have also identified what our legitimate interests are where appropriate.
To create an account for you or register you as a new customer: we plan to use Identity and Contact data on the legal basis of our performance of a contract with you
To process and deliver your orders and other transactions with us including (a) manage payments, fees and charges; and (b) collect and recover money owed to us: we plan to use Identity, Contact, Financial, Transaction and Marketing and Communications data, on the legal bases of our performance of a contract with you and it being necessary for our legitimate interests (to recover debts due to us)
To manage our relationship with you which will include (a) enabling you to book sessions and other appointments and services with us; (b) enabling you to participate in any interactive features of our service including via our website or mobile app; (c) informing you about changes to our services or other circumstances relevant to you and your use of our studios and services; (d) notifying you about changes to our terms or privacy policy; (e) asking you to leave a review or take a survey; and (f) dealing with your requests, complaints and queries: we plan to use Identity, Contact, Profile, Usage and Marketing and Communications data, on the legal bases of our performance of a contract with you, it being necessary to comply with a legal obligation and it being necessary for our legitimate interests (to keep our records updated and to analyse how customers use our products/services in order to improve and personalise them)
To enable you to partake in a promotion, prize draw, competition or complete a survey: we plan to use Identity, Contact, Profile, Usage and Marketing and Communications data, on the legal bases of our performance of a contract with you and it being necessary for our legitimate interests (to study how customers use our products/services, to develop them and grow our business).
To administer and protect our business, this website and our mobile app (including troubleshooting, data analysis, testing, system maintenance, support, reporting and hosting of data: we plan to use Identity, Contact, Transaction, Technical, Profile and Usage data on the legal bases of it being necessary for our legitimate interests (for running our business, provision of administration and IT services, network security, to prevent and detect fraud and other crime) and it being necessary to comply with a legal obligation.
To deliver relevant website and mobile app content and online advertisements to you and measure or understand the effectiveness of the advertising we serve to you: we plan to use Identity, Contact, Profile, Usage, Marketing and Communications and technical data, on the legal basis of it being necessary for our legitimate interests (to study how customers use our products/services, to develop them, to grow our business and to inform our marketing strategy).
To use data analytics to improve our website, our mobile app, products/services, customer relationships and experiences and to measure the effectiveness of our communications and marketing: we plan to use Identity, Contact, Technical, Profile and Usage data, on the legal basis of it being necessary for our legitimate interests (to define types of customers for our products and services, to keep our website or mobile app updated and relevant, to develop our business and to inform our marketing strategy).
To send you relevant marketing communications and make personalised suggestions and recommendations to you about goods or services that may be of interest to you: we plan to use Identity, Contact, Transaction, Technical, Usage, Profile and Marketing and Communications data, on the legal basis of it being necessary for our legitimate interests (to carry out direct marketing, develop our products/services and grow our business).
To carry out market research through your voluntary participation in surveys: we plan to use Identity, Contact, Transaction, Technical, Usage, Profile and Marketing and Communications data, on the legal basis of it being necessary for our legitimate interests (to study how customers use our products/services and to help us improve and develop our products and services).
To enable us to establish, exercise or defend legal claims in relation to our business: we plan to use Identity, Contact, Financial, Transaction, Profile and Usage data, on the legal basis of it being necessary for our legitimate interests (to protect our business in the event of legal claims).
The following explains some of the terms used above in connection with the lawful basis for our processing:
Legitimate interest is when we have a business or commercial reason to use your personal data, including helping us improve our services and products and provide a better customer experience. We make sure we consider and balance any potential impact on you (both positive and negative) and your rights before we process your personal data for our legitimate interests. We do not use your personal data for activities where our interests are overridden by the impact on you (unless we have your consent or are otherwise required or permitted to by law).
Performance of a contract means processing your personal data where it is necessary for the performance of a contract to which you are a party or to take steps at your request before entering into such a contract.
Comply with a legal or regulatory obligation means processing your personal data where it is necessary for compliance with a legal or regulatory obligation that we are subject to.
Automated decision making: we do not process your personal data for automated decision making where that decision making has any legal or similarly significant effect on you.
Direct marketing
You will receive marketing communications from us if you have requested information from us or purchased goods or services from us and you have not opted out of receiving the marketing.
We may also analyse your Identity, Contact, Technical, Usage and Profile Data to form a view which products, services and offers may be of interest to you so that we can then send you relevant marketing communications.
Third-party marketing
We will get your express consent before we share your personal data with any third party for their own direct marketing purposes.
Opting out of marketing
You can ask us to stop sending you marketing communications at any time by following the opt-out links within any marketing communication sent to you or by contacting us at data@stretchlife.com.
If you opt out of receiving marketing communications, you will still receive service-related communications that are essential for administrative or customer service purposes.
Cookies
For more information about the cookies we use and how to change your cookie preferences, please see our Cookie Policy.
5. Disclosures of your personal data
We do not sell or share your personal data with other organisations for their marketing purposes. We only share your personal data as explained in this privacy notice.
We may share your personal data (for the purposes set out in the table above explaining our use of your personal data) with external third parties who perform certain functions on our behalf or provide us with services to enable us to deliver our products and services and manage our business. The services these third parties provide include our account management system, our IT support and service providers, payment processing and debt collection services, communication distribution services and marketing and data analysis services.
We may also share your personal data with third parties to whom we may sell, transfer, or merge parts of our business or our assets. Alternatively, we may seek to acquire other businesses or merge with them. If such a change happens to our business, then the new owners may use your personal data in the same way as set out in this privacy notice.
We require all third parties to respect the security of your personal data and to treat it in accordance with the law. We do not allow our third-party service providers to use your personal data for their own purposes and only permit them to process your personal data for specified purposes and in accordance with our instructions.
6. International transfers
We may transfer your personal data to service providers that carry out certain functions on our behalf. This may involve transferring personal data outside the UK to countries which have laws that do not provide the same level of data protection as the UK law.
Whenever we transfer your personal data out of the UK to service providers, we ensure a similar degree of protection is afforded to it by ensuring that the following safeguards are in place:
We will only transfer your personal data to countries that have been deemed by the UK to provide an adequate level of protection for personal data; or
We may use specific standard contractual terms approved for use in the UK which give the transferred personal data the same protection as it has in the UK, namely the International Data Transfer Agreement or The International Data Transfer Addendum to the European Commission’s standard contractual clauses for international data transfers.
7. Data security
We have put in place appropriate security measures to prevent your personal data from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed. In addition, we limit access to your personal data to those employees, agents, contractors and other third parties who have a business need to know. They will only process your personal data on our instructions and they are subject to a duty of confidentiality.
8. Data retention
How long will you use my personal data for?
We will only retain your personal data for as long as reasonably necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, regulatory, tax, accounting or reporting requirements. We may retain your personal data for a longer period in the event of a complaint or if we reasonably believe there is a prospect of litigation in respect to our relationship with you.
To determine the appropriate retention period for personal data, we consider the amount, nature and sensitivity of the personal data, the potential risk of harm from unauthorised use or disclosure of your personal data, the purposes for which we process your personal data and whether we can achieve those purposes through other means, and the applicable legal, regulatory, tax, accounting or other requirements.
By law we have to keep basic information about our customers (including Contact, Identity, Financial and Transaction Data) for six years after they cease being customers for tax purposes.
In some circumstances you can ask us to delete your data: see your legal rights below for further information.
In some circumstances we will anonymise your personal data (so that it can no longer be associated with you) for research or statistical purposes, in which case we may use this information indefinitely without further notice to you.
Children
Our website and online services are not directed at children. We do not knowingly collect personal data from children under the age of 18. If you are a parent or guardian and believe your child has provided us with personal data, please contact us (see Contact details) and we will take steps to delete their personal data from our systems.
9. Your legal rights
You have a number of rights under data protection laws in relation to your personal data.
You have the right to:
Request access to your personal data (commonly known as a "subject access request"). This enables you to receive a copy of the personal data we hold about you and to check that we are lawfully processing it.
Request correction of the personal data that we hold about you. This enables you to have any incomplete or inaccurate data we hold about you corrected, though we may need to verify the accuracy of the new data you provide to us.
Request erasure of your personal data in certain circumstances. This enables you to ask us to delete or remove personal data where there is no good reason for us continuing to process it. You also have the right to ask us to delete or remove your personal data where you have successfully exercised your right to object to processing (see below), where we may have processed your information unlawfully or where we are required to erase your personal data to comply with local law. Note, however, that we may not always be able to comply with your request of erasure for specific legal reasons which will be notified to you, if applicable, at the time of your request.
Object to processing of your personal data where we are relying on a legitimate interest (or those of a third party) as the legal basis for that particular use of your data (including carrying out profiling based on our legitimate interests). In some cases, we may demonstrate that we have compelling legitimate grounds to process your information which override your right to object.
You also have the absolute right to object at any time to the processing of your personal data for direct marketing purposes (see Opting Out of Marketing) for details of how to object to receiving direct marketing communications).
Request the transfer of your personal data to you or to a third party. We will provide to you, or a third party you have chosen, your personal data in a structured, commonly used, machine-readable format. Note that this right only applies to automated information which you initially provided consent for us to use or where we used the information to perform a contract with you.
Withdraw consent at any time where we are relying on consent to process your personal data (see the table in section 4 for details of when we rely on your consent as the legal basis for using your data). However, this will not affect the lawfulness of any processing carried out before you withdraw your consent. If you withdraw your consent, we may not be able to provide certain products or services to you. We will advise you if this is the case at the time you withdraw your consent.
Request restriction of processing of your personal data. This enables you to ask us to suspend the processing of your personal data in one of the following scenarios:
If you want us to establish the data's accuracy;
Where our use of the data is unlawful but you do not want us to erase it;
Where you need us to hold the data even if we no longer require it as you need it to establish, exercise or defend legal claims; or
You have objected to our use of your data but we need to verify whether we have overriding legitimate grounds to use it.
If you wish to exercise any of the rights set out above, please contact us - see Contact details
No fee usually required
You will not have to pay a fee to access your personal data (or to exercise any of the other rights). However, we may charge a reasonable fee if your request is clearly unfounded, repetitive or excessive. Alternatively, we could refuse to comply with your request in these circumstances.
What we may need from you
We may need to request specific information from you to help us confirm your identity and ensure your right to access your personal data (or to exercise any of your other rights). This is a security measure to ensure that personal data is not disclosed to any person who has no right to receive it. We may also contact you to ask you for further information in relation to your request to speed up our response.
Time limit to respond
We try to respond to all legitimate requests within one month. Occasionally it could take us longer than a month if your request is particularly complex or you have made a number of requests. In this case, we will notify you and keep you updated.
10. Contact details
If you have any questions about this privacy policy or about the use of your personal data or you want to exercise your privacy rights, please contact our data privacy manager by email addressed to data@stretchlife.com.
11. Complaints
You have the right to make a complaint at any time to the Information Commissioner’s Office (ICO), the UK regulator for data protection issues (www.ico.org.uk). We would, however, appreciate the chance to deal with your concerns before you approach the ICO so please contact us in the first instance.
12. Changes to the privacy policy and your duty to inform us of changes
We keep our privacy policy under regular review. This version was last updated on 3 March 2024.
It is important that the personal data we hold about you is accurate and current. Please keep us informed if your personal data changes during your relationship with us, for example a new address or email address.
13. Third-party links
This website or our mobile app may include links to third-party websites, plug-ins and applications. Clicking on those links or enabling those connections may allow third parties to collect or share data about you. We do not control these third-party websites and are not responsible for their privacy statements. When you leave our website or mobile app, we encourage you to read the privacy policy of every website you visit.
Version 1.0
March 2024