Privacy Policy

1. Who we are

NeuroBalance is a brain health and neurofeedback service based in Essex, UK, operated by Zoe O'Sullivan. We provide amino acid therapy, neurofeedback, and related wellbeing services to individuals, young people, and families.

For the purposes of UK data protection law, NeuroBalance is the data controller. If you have any questions about this policy or how we handle your data, please contact us at zoe@neurobalance.uk.

2. What data we collect

We may collect and process the following personal data:

• Contact information — name, email address, and phone number when you submit an enquiry or book a call via our contact form.
• Health and wellbeing information — information you voluntarily share about yourself or your child when completing assessments or during consultations. This is special category data under UK GDPR and is handled with the highest level of care.
• Assessment responses — answers submitted through our third-party assessment tools (ScoreApp, Brain Balance Check). Please also refer to those providers' own privacy policies.
• Payment information — when you purchase a programme, payment is processed securely by Stripe. We do not store your card details.
• Usage data — anonymised data about how you use our website, collected via analytics tools (e.g. page views, session duration). This does not identify you personally.
• Communications — records of emails or messages you send us.

3. How we use your data

We use your personal data to:

• Respond to your enquiries and arrange your free discovery call.
• Deliver the services you have purchased or enquired about.
• Process payments securely via Stripe.
• Send you information relevant to your programme or consultation (e.g. follow-up resources, appointment reminders).
• Improve our website and services using anonymised analytics data.
• Comply with our legal and regulatory obligations.

We will never sell your data to third parties or use it for unrelated marketing without your explicit consent.

4. Legal basis for processing

We process your personal data on the following legal bases under UK GDPR:

• Contract — processing necessary to deliver the services you have purchased or requested.
• Legitimate interests — responding to enquiries and improving our services, where this does not override your rights.
• Consent — where you have explicitly agreed, for example when submitting health information via an assessment.
• Legal obligation — where we are required to process data to comply with the law.

5. Special category data (health information)

Some of the information you share with us — such as details about mental health, neurodevelopmental conditions, or a child's wellbeing — is classified as special category data under UK GDPR. We process this data only with your explicit consent and solely for the purpose of providing our services. This data is stored securely and accessed only by NeuroBalance staff directly involved in your care.

6. How we store and protect your data

Your data is stored securely using industry-standard encryption and access controls. We use reputable third-party platforms (including Stripe for payments and ScoreApp for assessments) that are themselves compliant with applicable data protection laws.

We retain your personal data only for as long as necessary to fulfil the purposes for which it was collected, or as required by law. Contact and enquiry data is typically retained for up to 3 years. Health-related data relating to active clients is retained for 7 years in line with standard health record-keeping practice, after which it is securely deleted.

7. Sharing your data

We do not sell or rent your personal data. We may share it only in the following limited circumstances:

• Service providers — trusted third parties who help us operate our business (e.g. Stripe for payment processing, email delivery providers), bound by data processing agreements.
• Legal requirements — if required to do so by law or in response to a valid legal request.
• Safeguarding — where we have a duty of care obligation that requires disclosure to an appropriate authority.

8. Cookies

Our website uses cookies to improve your experience and to collect anonymised analytics data. You can control cookie preferences through your browser settings. Essential cookies required for the site to function cannot be disabled.

We do not use cookies to track you across other websites or to serve targeted advertising.

9. Your rights

Under UK GDPR, you have the right to:

• Access — request a copy of the personal data we hold about you.
• Rectification — ask us to correct inaccurate or incomplete data.
• Erasure — request that we delete your data, subject to legal obligations.
• Restriction — ask us to limit how we use your data in certain circumstances.
• Portability — receive your data in a structured, machine-readable format.
• Object — object to processing based on legitimate interests.
• Withdraw consent — where processing is based on consent, you may withdraw it at any time without affecting the lawfulness of prior processing.

To exercise any of these rights, please contact us at zoe@neurobalance.uk. We will respond within 30 days.

10. Children's data

Many of our clients are families with children. Where we process data relating to a child under 13, we do so only with the explicit consent of a parent or guardian. Parents and guardians may exercise data rights on behalf of their child by contacting us directly.

11. Third-party links

Our website contains links to third-party sites (including ScoreApp assessment tools and BrainTrain UK). We are not responsible for the privacy practices of those sites and encourage you to read their privacy policies.

12. Changes to this policy

We may update this privacy policy from time to time. The date at the top of this page will always reflect the most recent version. We encourage you to review this page periodically.

13. Complaints

If you are unhappy with how we have handled your data, you have the right to lodge a complaint with the UK Information Commissioner's Office (ICO) at ico.org.uk or by calling 0303 123 1113.

We would, however, always appreciate the opportunity to address your concerns directly first — please do get in touch at zoe@neurobalance.uk.