Privacy Policy

This policy explains how The Refresh Clinic ("we", "us", "our") collects, uses and looks after your personal information when you contact us or use this website. We are committed to protecting your privacy and handling your information in line with UK data protection law, including the UK GDPR and the Data Protection Act 2018.

Who we are

The Refresh Clinic is a nurse-led aesthetics and skin clinic run by Lara Nelson, a Registered Nurse. We operate from 19b Common Lane, Culcheth, Warrington, WA3 4EW, and from the Dr Lord Group, 1 Marina Walk, Pennington Wharf Marina, Leigh, WN7 4EZ. For any privacy question, you can reach us at [email protected] or on 07501 001999.

The information we collect

Depending on how you get in touch, we may collect:

• Your name and contact details, such as your phone number and email address.
• The treatment or service you are interested in, and any information you choose to share in your message.
• Relevant health information, but only where it is needed to advise on or carry out a treatment safely, and only with your consent.

When you use the enquiry form on our contact page, the details you enter are used to open a message in WhatsApp on your own device. The form does not send or store your details on this website. Your message reaches us only once you choose to send it in WhatsApp.

How we use your information

• To respond to your enquiries and questions.
• To arrange, provide and follow up on consultations and treatments.
• To keep appropriate clinical and safety records where a treatment is carried out.
• To meet our legal, professional and insurance obligations.

Our lawful bases

We rely on your consent when you contact us and when we provide treatments. We also rely on our legitimate interests in running the clinic and responding to enquiries, on the performance of our agreement with you when you book, and on our legal obligations where record keeping is required. Where we handle health information, we do so on the basis of your explicit consent and for the provision of health care.

Sharing your information

We do not sell your information. We only share it where necessary to run the clinic, including with the following types of provider:

• Booking systems. When you book online, your details are handled by our booking providers, Faces Consent (for The Refresh Clinic) and Aesthetic Nurse Software (for the Dr Lord Group).
• Messaging. When you message us on WhatsApp, your message is handled by WhatsApp, which is provided by Meta.
• Prescribers and clinical partners where a treatment involves prescription-only medicines.
• Our website host, Cloudflare, which delivers this website securely.

Each of these providers has its own privacy policy that governs how it handles your information.

Cookies and embedded content

This website does not set its own tracking or advertising cookies. Some pages include a map from Google Maps so you can find our locations. When a map loads, Google may set cookies on your device. If you would prefer not to allow these, you can block cookies in your browser settings. Pages may also link out to Instagram and WhatsApp, which are separate services with their own privacy policies.

How long we keep your information

We keep enquiry messages only for as long as we need them to respond to you and provide our service. Where a treatment is carried out, we keep clinical records for the period required by our professional and insurance obligations, and then delete them securely.

Your rights

Under UK data protection law you have the right to:

• Ask for a copy of the personal information we hold about you.
• Ask us to correct information that is wrong or incomplete.
• Ask us to delete your information, where there is no legal reason for us to keep it.
• Object to or ask us to restrict how we use your information.
• Withdraw your consent at any time.

To exercise any of these rights, please contact us using the details above. You also have the right to complain to the Information Commissioner's Office (ICO) at ico.org.uk.

Keeping your information secure

We take reasonable steps to keep your information safe and to make sure it is only accessed by those who need it to provide your care.

Changes to this policy

We may update this policy from time to time. Any changes will appear on this page with a revised date above.