Privacy Policy

1. Data Controller Information

FACE Weybridge Ltd is responsible for determining how and why your personal information is processed in connection with the services described in this Privacy Policy.

• Clinic Address: 71 Queens Road, Weybridge, Surrey, KT13 9UQ, United Kingdom
• Telephone: 019 3294 3044
• Aftercare Support / WhatsApp: 073 6830 9335
• Privacy Enquiries: info@faceweybridge.co.uk

If you have any questions about how we collect, use, store or protect your personal information, or would like to exercise your data protection rights, please contact us using the details above.

2. How & Why We Process Your Personal Information

FACE Weybridge processes personal information only where there is an appropriate lawful basis for doing so.

Depending on the purpose for which your information is being used, we may rely on one or more of the following lawful bases under UK GDPR:

• Contractual Necessity: Where processing is necessary to arrange and manage appointments, provide services you have requested, administer treatment plans, manage purchases, gift cards or memberships, and communicate with you in relation to those services.
• Legal Obligation: Where we are required to process or retain information to comply with applicable legal, regulatory, taxation, accounting or other statutory obligations.
• Legitimate Interests: Where processing is reasonably necessary for the operation and protection of FACE Weybridge, including maintaining appropriate treatment and business records, managing client enquiries, improving our services, maintaining security, preventing fraud and protecting our legal rights, provided those interests do not override your rights and freedoms.
• Consent: Where we ask for your consent for a specific purpose, such as certain marketing communications or the use of identifiable photographs or videos for promotional, educational or social-media purposes. Where processing is based on consent, you may withdraw that consent at any time.

Health & Special Category Information

Information concerning your health is classified as special category personal data under UK GDPR and receives additional protection.

Where we process health or other special category information, we will identify an appropriate condition under Article 9 of UK GDPR in addition to an Article 6 lawful basis. Depending on the circumstances, this may include explicit consent, processing necessary in connection with health or treatment services where the applicable legal requirements are satisfied, or processing necessary for the establishment, exercise or defence of legal claims.

The appropriate lawful basis and special-category condition may vary according to the treatment, practitioner and purpose for which the information is required.

3. Personal Information We May Collect

The information we collect depends on your interaction with FACE Weybridge and the treatments or services you receive.

A. Identification & Contact Information

This may include your:

• Full name and title
• Date of birth
• Postal address
• Email address
• Telephone number
• Emergency contact details
• Identification where required for age verification or another legitimate purpose

B. Health & Treatment Information

Where relevant to the safe and appropriate provision of a treatment or service, we may collect information including:

• Medical and health history
• Existing health conditions
• Prescription and non-prescription medications
• Allergies and sensitivities
• Contraindications
• Pregnancy or breastfeeding status
• Previous aesthetic, cosmetic or surgical procedures
• Consultation and suitability assessments
• Treatment and practitioner notes
• Consent and aftercare records
• Products and devices used during treatment
• Relevant product names, batch or lot numbers where applicable
• Treatment outcomes, reactions and review information

We aim to collect only the information that is reasonably necessary for the relevant purpose.

C. Treatment Photography & Images

Where appropriate, photographs or other images may be taken before, during or after treatment to document treatment areas, assist with assessment, monitor progress and maintain appropriate treatment records.

Images retained as part of your confidential treatment record will be handled securely and will not automatically be used for marketing purposes.

Where marketing use is based on your consent, you may withdraw that consent at any time. Withdrawal will apply to future use where reasonably possible, although it may not always be possible to retrieve material that has already been lawfully published, printed, shared or otherwise placed into circulation before consent was withdrawn.

D. Payment & Transaction Information

We may collect information relating to:

• Payments and transactions
• Booking deposits
• Treatment packages
• Gift cards
• Memberships
• Refunds
• Invoices and accounting records

Payments may be processed through third-party payment providers such as Stripe, Phorest or Klarna, depending on the payment method selected.

FACE Weybridge does not intentionally store complete payment-card details where these are processed directly by an authorised third-party payment provider.

E. Website, Device & Cookie Information

When you use our website, we may collect certain technical information, which may include:

• IP address
• Browser and device information
• Operating system
• Website usage and interaction information
• Cookie and similar technology information

Further information about the technologies used on our website and your available choices should be provided through our Cookie Policy and cookie preference controls.

4. How We Collect Your Information

We may collect personal information:

• Directly from you: When you make an enquiry, book an appointment, complete consultation or consent forms, purchase a treatment or gift card, communicate with us, attend the clinic or provide information to your practitioner.
• Through our website and booking systems: Including website forms, online booking facilities and associated systems such as Phorest.
• Through communications: Including telephone, email, WhatsApp Business and other approved communication channels.
• From healthcare professionals or other third parties: Where appropriate, lawful and relevant to your treatment or where you have authorised information to be provided to us.
• Automatically through our website: Through cookies, server logs and similar technologies, subject to applicable privacy and cookie requirements.

5. Sharing Your Personal Information

FACE Weybridge does not sell your personal information.

We may share information where reasonably necessary with carefully selected third parties that support the operation of our clinic and services, subject to appropriate data protection arrangements.

These may include:

• Clinic & Booking Systems: Providers such as Phorest that support appointment management, client records, communications and related clinic administration.
• Payment Providers: Providers such as Stripe and Klarna where required to process payments or provide a selected payment option.
• Healthcare Professionals & Prescribers: Appropriately qualified healthcare professionals involved in assessment, prescribing, treatment, aftercare or management of complications where relevant and lawful.
• Pharmacies & Suppliers: Appropriate pharmacies or suppliers where information is necessary to fulfil an individual prescription or treatment requirement.
• Professional Advisers & Insurers: Where reasonably necessary for insurance, legal advice, accounting, professional advice or the establishment, exercise or defence of legal claims.
• Regulatory, Government & Law-Enforcement Authorities: Where disclosure is required or permitted by law.

Some third-party providers may act as independent data controllers rather than processors and may therefore process your information under their own privacy policies.

6. International Data Transfers

Some of the technology, booking, communications or payment providers used by FACE Weybridge may process or store personal information outside the United Kingdom.

Where personal information is transferred internationally, we will take appropriate steps to ensure that the transfer complies with applicable UK data protection requirements, including the use of recognised adequacy arrangements or appropriate contractual and organisational safeguards where required.

Further information regarding applicable safeguards may be requested by contacting us.

7. Data Security

FACE Weybridge takes appropriate technical and organisational measures designed to protect personal information against accidental loss, unauthorised access, alteration, disclosure or misuse.

Depending on the system concerned, these measures may include access controls, passwords, multi-factor authentication, encryption, secure cloud-based systems, staff confidentiality requirements and restricted access to information according to role and business need.

While we take reasonable precautions to protect personal information, no electronic system or method of transmission can be guaranteed to be completely secure.

8. How Long We Keep Your Information

FACE Weybridge retains personal information only for as long as reasonably necessary for the purpose for which it was collected and to meet applicable legal, regulatory, insurance, professional and legitimate business requirements.

Different categories of information may therefore have different retention periods.

• Treatment & Health Records: Treatment and health-related records will be retained for an appropriate period having regard to the nature of the treatment, applicable professional guidance, insurance requirements and the potential need to establish, exercise or defend legal claims.
• Financial & Accounting Records: Financial and accounting records are retained for the period required under applicable taxation and accounting requirements.
• Marketing Information: Marketing information is retained until consent is withdrawn, an objection is made, or it is no longer reasonably required for the relevant purpose.

Where information is no longer required, it will be securely deleted, anonymised or otherwise disposed of in accordance with our retention procedures.

9. Marketing Communications

Where permitted by applicable law, FACE Weybridge may contact you regarding treatments, clinic news, events, promotions or services that may be of interest to you.

Where consent is required, marketing communications will only be sent where appropriate consent has been obtained.

You may unsubscribe or withdraw your marketing consent at any time by using the unsubscribe option provided in our communications or by contacting FACE Weybridge.

Withdrawing marketing consent will not affect your ability to receive important non-marketing communications relating to appointments, treatments, payments, aftercare or services you have requested.

10. Cookies & Similar Technologies

Our website may use cookies and similar technologies to operate effectively, remember preferences, understand website usage and, where applicable, support analytics or marketing.

Where required, non-essential cookies and similar technologies will only be used after appropriate consent has been obtained.

You can manage your preferences through the cookie controls available on our website. Further information is available in our Cookie Policy.

11. Your Data Protection Rights

Depending on the circumstances and the lawful basis on which your information is processed, you may have rights including:

1. Right of Access: You may request access to personal information we hold about you.
2. Right to Rectification: You may ask us to correct personal information that is inaccurate or incomplete.
3. Right to Erasure: In certain circumstances, you may request deletion of your personal information. This right is not absolute and may not apply where information must be retained for legal, regulatory, insurance or legal-claims purposes.
4. Right to Restrict Processing: In certain circumstances, you may ask us to restrict how your information is processed.
5. Right to Data Portability: Where applicable, you may request certain information in a structured, commonly used and machine-readable format.
6. Right to Object: In certain circumstances, you may object to processing based on legitimate interests. You also have the right to object to the use of your personal information for direct marketing.
7. Right to Withdraw Consent: Where processing is based on your consent, you may withdraw that consent at any time. Withdrawal does not affect the lawfulness of processing carried out before consent was withdrawn.

If you wish to exercise any of these rights, please contact info@faceweybridge.co.uk.

We may need to verify your identity before fulfilling a request.

Your rights are subject to the conditions and exemptions provided by applicable data protection legislation.

12. Data Protection Concerns & Complaints

If you have concerns about the way FACE Weybridge has collected, used, stored or shared your personal information, please contact us in the first instance so that we can investigate and respond to your concerns.

Privacy Enquiries: info@faceweybridge.co.uk

You also have the right to raise a complaint with the Information Commissioner’s Office (ICO), the UK’s independent data protection regulator.

13. Changes to This Privacy Policy

FACE Weybridge may update this Privacy Policy from time to time to reflect changes to our services, technology, business practices or applicable data protection requirements.

The latest version will be published on our website together with the date it was last reviewed.

Where a significant change affects how we use personal information, we will take reasonable steps to bring the change to the attention of affected individuals where required.