Helpdesk @ Kate Knowler – Terms and Conditions

1. INTERPRETATION AND VARIATION

1.1 In the Terms and Conditions the following definitions apply:
“Company” means the Helpdesk @ Kate Knower.
“Client” means any person that engages with the Company.
“Clinic” means the premises leased by Kate Knowler Nutrition Ltd at 3 Lloyd’s Avenue, London, EC3N 3DS, or an online session using Zoom/Skype/other video streaming software.
“Appointment” means the scheduled session made by a Client with the Company.
“Registration Form” means the online booking system used to schedule an Appointment.
“Terms and Conditions” means these terms and conditions.
1.2 References in the Terms and Conditions to the singular will include the plural and vice versa and references to the masculine gender will include references to the feminine gender.
1.3 The Terms and Conditions are incorporated into the Registration Form.
1.4 The Company reserves the right to vary and revoke the Terms and Conditions from time to time which variation it may consider necessary or desirable for the regulation of the affairs of the Company and the conduct of Clients. Any such changes will be notified to Clients and, until revoked, are and will be binding on Clients.
1.5 The Terms and Conditions will be governed by the laws of England and subject to the exclusive jurisdiction of the English courts.

2. MEMBERSHIP

2.1 Subject to these terms and conditions, when a person has completed the Registration Form he will become a Client of the Company.
2.2 Acceptance of a person as a Client is in the absolute discretion of the Company.
2.3 The Company reserves the right to expel from the Clinic any Client whose conduct is or may, in the Company’s reasonable opinion, be injurious to the character of the Company or which amounts to a breach of the Terms and Conditions or where such expulsion is otherwise in the interests of the other Clients of the Clinic. Any Member so expelled will forthwith cease to be a Client of the Company and will not be entitled to any refund.
2.4 If a Client brings a guest to the Clinic for an appointment, that guest may attend the Appointment with the Client at the discretion of the Company.
2.5 Clients must be 18 or over or be accompanied by a parent or guardian prior to attending an Appointment.

3. COMPANY OPENING TIMES

Details of appointment times at the Clinic may vary from time to time. Appointment times will be published by the Company and will be available at helpdesk.kateknowler.co.uk. 

4. PAYMENT TERMS

4.1 Details of Appointment prices are available directly from the Company and will be such prices as determined by the Company from time to time.
4.2 A Client may not attend any Appointment at the Clinic without first booking and paying the nominal deposit for the relevant Appointment.
4.3 Payments for Appointments in any amount are non-refundable unless otherwise stated in the Terms and Conditions.

5. BOOKINGS AND CANCELLATIONS

5.1 A Client may only book or reschedule Appointments via their personal Appointment booking facility or by email to helpdesk@kateknowler.co.uk.
5.2 Clients will not be eligible for a refund of any deposit payment for their Appointment where cancellation or the rescheduling of a session is not made online or notice of the same is not delivered by telephone or by email to the Clinic at least 24 hours prior to the booked time.
5.3 Appointments are booked on a first-come first-served basis. A Client may request to join the waiting list facility by emailing helpdesk@kateknowler.co.uk in the event that his first choice session is unavailable. If a Client joins the waiting list for a particular day, is notified by the Company of availability, and then books an Appointment his booking will be subject to the Terms and Conditions in the usual way.
5.4 In the event that a Client arrives more than 20 minutes late for their appointment, it will be at the Company’s discretion to either commence the appointment or reschedule to an alternative date/time convenient to both Client and Company.

6. LIMITATION OF LIABILITY

The Company cannot be held responsible for any particular Appointment or therapist not being available for whatever reason. The Company reserves the right to make alterations to the Appointments and therapists, as well as to those ancillary facilities (e.g. washroom facilities), provided to Clients, without notice and in its absolute discretion and the Company will not be liable for any loss occasioned by such alterations except insofar as such loss is by law incapable of exclusion.

7. USE OF FACILITIES

7.1 A Client is entitled to use the Clinic’s facilities provided always that the Clinic may at any time without notice withdraw all or part of its facilities for any period or periods and with notice, where practicable, in connection with any cleaning, repair, alteration or maintenance work or for reasons beyond the control of the Clinic or the Company.
7.2 Children under the age of 18 may only attend an appointment for theirselves if accompanied by a parent or guardian.

8. PERSONAL BELONGINGS

Personal belongings are brought onto the Clinic premises at the Client’s own risk and the Company does not accept liability for any loss or damage whatsoever to such items.

9. SAFETY & HYGIENE

9.1 In the interests of safety and hygiene, no crockery, glass or food are permitted during Appointments except those samples to be used during an Appointment.
9.2 Clients must use the main entrance to the Clinic when entering or leaving the Clinic. Fire exits, which are clearly marked, are there in the interests of safety and Clients must not interfere with these exits for any reason. In the event of a fire, Clients are asked to make their way to the nearest available exit.
9.3 Smoking is forbidden in the Clinic.

10. GENERAL

10.1 Clients are required to give written notice to the Company of any change of email address. Failing such notice, all communications will be assumed to have been received by the Client within five days of mailing to the last email address notified to the Company.
10.2 The Company reserves the right to refuse admission to the Clinic.
10.3 The Company may assign the benefit of the Registration Process and a Client’s membership to a third party at any time without notice to the Client.
10.4 A person who is not a party to the Registration Process has no rights under the Contracts (Rights of Third Parties) Act 1999 to rely upon or enforce any term of the Registration Process.
10.5 Any marketing, educational or other materials of any nature whatsoever produced by the Company in connection with the Clinic and which are made available to Clients at the Clinic will at all times remain the property of the Company and will be subject to the Company’s copyright.

11. PRIVACY POLICY

The Company holds some information about you. This document outlines how that information is used, who we may share that information with and how we keep it secure. This notice does not provide exhaustive detail. However, we are happy to provide any additional information or explanation needed. Any requests for this should be sent to helpdesk@kateknowler.co.uk. We keep our Privacy Notice under regular review. This Privacy Notice was last reviewed in January 2021.
11.1 What We Do
The Company provides services to Clients to support their businesses through IT support, virtual admin, and business mentoring.  
11.2 How We Obtain Your Personal Data
11.2.1 Information provided by you
You provide us with personal data in the following ways:
– By signing a terms of engagement form
– During a free telephone discovery call
– Through email, over the telephone or by post.
This may include the following information:
– Basic details such as name, address, contact details
– Details of contact we have had with you such as referrals and appointment requests
– Business information including business name and system account details
We use this information in order to provide you with direct support.  This means that the legal basis of our holding your personal data is for legitimate interest.
11.3 How we use your personal data
We act as a data controller for use of your personal and business data to provide direct support to you and your business. 
We undertake at all times to protect your personal and business data, including any health and contact details, in a manner which is consistent with our duty of professional confidence and the requirements of the General Data Protection Regulation (GDPR) concerning data protection.  We will also take reasonable security measures to protect how your personal data is stored.

We may use your personal data where there is an overriding public interest in using the information e.g. in order to safeguard an individual, or to prevent a serious crime.  Also where there is a legal requirement such as a formal court order. We may use your data for marketing purposes such as newsletters but this would be subject to you giving us your express consent.
11.4 Do you share my information with other organisations?
We will keep information about you confidential.  We will only disclose your information with other third parties with your express consent with the exception of the following categories of third parties:
– Any contractors and advisors that provide a service to us or act as our agents on the understanding that they keep the information confidential
– Anyone to whom we may transfer our rights and duties under any agreement we have with you
– Any legal or crime prevention agencies and/or to satisfy any regulatory request if we have a duty to do so, or if the law allows us to do so
We will seek your express consent before sharing your information with your GP or other healthcare providers.  However if we believe that your life is in danger then we may pass your information onto an appropriate authority (such as the police, social services in the case of a child or vulnerable adult, or GP in case of self-harm) using the legal basis of vital interests.
We may share your case history in an anonymised form with our peers for the purpose of professional development.  This may be at supervision meetings, conferences, online forums, and through publishing in journals, trade magazines or online professional sites.  We will seek your explicit consent before processing your data in this way.
11.5 What are your rights?
Every individual has the right to see, amend, delete or have a copy, of data held that can identify you, with some exceptions. You do not need to give a reason to see your data.
If you want to access your data, you must make a subject access request in writing to helpdesk@kateknowler.co.uk. Under special circumstances, some information may be withheld.   We shall respond within 20 working days from the point of receiving the request and all necessary information from you.  Our response will include the details of the personal data we hold on you including:
– Sources from which we acquired the information
– The purposes of processing the information
– Persons or entities with whom we are sharing the information
You have the right, subject to exemptions, to ask to:
– Have your information deleted
– Have your information corrected or updated where it is no longer accurate
– Ask us to stop processing information about you where we are not required to do so by law
– Receive a copy of your personal data, which you have provided to us, in a structured, commonly used and machine readable format and have the right to transmit that data to another controller, without hindrance from us.
– Object at any time to the processing of personal data concerning you
We do not carry out any automated processing, which may lead to automated decision based on your personal data.
If you would like to invoke any of the above rights then please write to the Data Controller at Helpdesk @ Kate Knowler, 3 Lloyd’s Avenue, London, EC3N 3DS, or email clinic@kateknowler.co.uk.
11.6 What safeguards are in place to ensure data that identifies me is secure?
We only use information that may identify you in accordance with GDPR. This requires us to process personal data only if there is a legitimate basis for doing so and that any processing must be fair and lawful.
We also ensure the information we hold is kept in secure locations, restrict access to information to authorised personnel only, protect personal and confidential information held on equipment such as laptops with encryption (which masks data so that unauthorised users cannot see or make sense of it). We ensure external data processors that support us are legally and contractually bound to operate and prove security arrangements are in place where data that could or does identify a person are processed.
Helpdesk @ Kate Knowler is registered with the Information Commissioner’s Office (ICO) as a data controller and collects data for a variety of purposes. A copy of the registration is available through the ICO website (search by business name).
11.7 How long do you hold confidential information for?
All records held by the Company will be kept for the duration specified by guidance from our professional association.
11.8 Website technical details
The Internet pages of the Company use cookies. Cookies are text files that are stored in a computer system via an Internet browser.
Many Internet sites and servers use cookies. Many cookies contain a so-called cookie ID. A cookie ID is a unique identifier of the cookie. It consists of a character string through which Internet pages and servers can be assigned to the specific Internet browser in which the cookie was stored. This allows visited Internet sites and servers to differentiate the individual browser of the data subject from other Internet browsers that contain other cookies. A specific Internet browser can be recognized and identified using the unique cookie ID.
Through the use of cookies, the Company can provide the users of this website with more user-friendly services that would not be possible without the cookie setting.
By means of a cookie, the information and offers on our website can be optimized with the user in mind. Cookies allow us, as previously mentioned, to recognize our website users. The purpose of this recognition is to make it easier for users to utilize our website. The website user that uses cookies, e.g. does not have to enter access data each time the website is accessed, because this is taken over by the website, and the cookie is thus stored on the user’s computer system. Another example is the cookie of a shopping cart in an online shop. The online store remembers the articles that a customer has placed in the virtual shopping cart via a cookie.
The data subject may, at any time, prevent the setting of cookies through our website by means of a corresponding setting of the Internet browser used, and may thus permanently deny the setting of cookies. Furthermore, already set cookies may be deleted at any time via an Internet browser or other software programs. This is possible in all popular Internet browsers. If the data subject deactivates the setting of cookies in the Internet browser used, not all functions of our website may be entirely usable.
To find out more about cookies, including how to see what cookies have been set and how to manage and delete them, visit www.allaboutcookies.org
To opt out of being tracked by Google Analytics across all websites visit http://tools.google.com/dlpage/gaoptout
11.9 Analytics
Like most websites, we make use of analytics software in order to help us understand the trends in popularity of our website and of different sections. We make no use of personally identifiable information in any of the statistical reports we use from this package. We use an analytics package called Google Analytics who provide details of their privacy policy on the Google website.
11.10 Complaints
If you have a complaint regarding the use of your personal or business data then please contact us by writing to the Data Controller at Helpdesk @ Kate Knowler, 3 Lloyds Avenue, London, EC3N 3DS or email helpdesk@kateknowler.co.uk and we will do our best to help you.
If your complaint is not resolved to your satisfaction and you wish to make a formal complaint to the Information Commissioner’s Office (ICO), you can contact them on 01625 545745 or 0303 1231113.