CANCELLATION AND BOOKING POLICY

Last Updated: 9th December 2025

Appointment Bookings

All appointments must be booked in advance through our online booking system, or via direct message on our social media channels.

A booking is confirmed once you have received confirmation from Samantha Louise Clinic via email, SMS, or direct message.

Deposit Requirements

Upon booking, a non-refundable deposit is required to secure your appointment. Deposits are deducted from your final treatment cost.

Cancellations

We understand that sometimes circumstances change. However, we ask for adequate notice to allow us to offer your appointment slot to another client.

Cancellation Notice Period:

  • More than 48 hours notice: Full deposit transferred to a future appointment within 3 months. No cancellation fee.

  • Less than 48 hours notice: Full deposit forfeited. New deposit required for rescheduling.

No show (failure to attend without notice):

  • Full deposit forfeited

  • Full treatment cost may be charged

  • Future appointments may require payment in full at time of booking

How to Cancel

Cancellations must be made by:

  • Booking App: Use the links provided in your email booking confirmations.

  • Telephone: +44 (0) 7808 808555

Cancellations are only confirmed once you receive acknowledgment from us.

Rescheduling

We're happy to reschedule appointments with adequate notice.

  • More than 48 hours notice: Free rescheduling, deposit transferred to new appointment. New appointment must be within 3 months.

  • Less than 48 hours notice: Subject to cancellation fees as above.

  • You may reschedule once without penalty. Subsequent rescheduling may be subject to administrative fees or deposit forfeiture.

Late Arrivals

Please arrive 5-10 minutes before your scheduled appointment time to complete any necessary paperwork.

10-15 minutes late:

  • Treatment time may be shortened to accommodate other clients

  • Full fee still applies

More than 15 minutes late:

  • Appointment may need to be rescheduled

  • Late cancellation fees apply

Consultation Requirements

First-time clients and new treatments require a consultation, which may be:

  • Conducted on the day of treatment (arrive 15 minutes early)

  • Booked as a separate appointment

Failure to attend a required consultation may result in your treatment appointment being cancelled with cancellation fees applied.

Patch Test Requirements

Some treatments require a patch test 24-48 hours before your appointment. Failure to attend your patch test appointment will result in your treatment being rescheduled, and cancellation fees may apply.

Medical History

You must disclose all relevant medical information, medications, and previous treatments during your consultation and on your consent form to be completed after booking. Failure to do so may result in treatment being refused on the day, with cancellation fees applied.

Payment Terms

Full payment is required on the day of treatment unless alternative arrangements have been agreed in advance.

Accepted payment methods:

  • Cash

  • Card (Visa, Mastercard, American Express, Klarna/Buy Now Pay Later)

  • Bank transfer (must be cleared before appointment)

Treatment Courses

Treatment courses must be paid in full at the time of booking or a deposit of 50% required with the balance paid at first treatment.

Course treatments must be completed within the specified timeframe (typically 6-12 months depending on treatment). Refunds for unused treatments are not provided.

Cancellation by the Clinic

We reserve the right to cancel or reschedule appointments due to:

  • Practitioner illness or emergency

  • Clinic closure due to unforeseen circumstances

  • Concerns about client suitability for treatment

In such cases, we will:

  • Provide as much notice as possible

  • Offer alternative appointment times

  • Provide a full refund of any deposits paid

Refund Policy

Deposits:

  • Non-refundable except where we cancel the appointment

  • May be transferred to future appointments as outlined above

Treatment payments:

  • Refunds are not provided once treatment has been administered

  • Refunds for unused course treatments are not provided

  • Refunds are only provided if we are unable to deliver the service

Unsatisfactory results:

  • We do not offer refunds for treatments you are dissatisfied with

  • Complimentary review appointments are offered for assessment

  • Touch-up treatments may be provided where clinically appropriate

Repeated Cancellations or No-Shows

Clients with a pattern of late cancellations or no-shows may be:

  • Required to pay in full at time of booking

  • Refused future appointments

  • Removed from our client list

Exceptional Circumstances

We understand that genuine emergencies occur. In cases of serious illness, bereavement, or other exceptional circumstances, please contact us to discuss your situation. We will always try to accommodate genuine emergencies where possible.

Changes to This Policy

We reserve the right to amend this policy at any time. Any changes will be communicated via email to existing clients and updated on our website.

PRIVACY POLICY

Last Updated: 9th December 2025

Introduction

Samantha Louise Clinic ("we," "us," "our") is committed to protecting your privacy and personal data. This Privacy Policy explains how we collect, use, store, and protect your information in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

Data Controller:
Samantha Louise Clinic
228 Hoylake Road, Moreton, Wirral, CH46 6AD
samantha@samanthalouiseclinic.co.uk
+44 (0) 7808 808555

Information We Collect

Personal Information

When you book appointments or receive treatment, we collect:

  • Identification details: Full name, date of birth, address, contact telephone number, email address

  • Medical information: Medical history, current medications, allergies, previous treatments, contraindications

  • Treatment records: Details of treatments received, products used, areas treated, units/amounts administered, treatment outcomes, before and after photographs (with consent)

  • Payment information: Payment method details (we do not store full credit/debit card details)

  • Communication records: Email correspondence, telephone notes, appointment confirmations, text messages

Sensitive Personal Data

We collect special category data including:

  • Health information necessary for safe treatment delivery

  • Photographs of treatment areas (with explicit consent)

This data is processed under the legal basis of explicit consent and for the provision of healthcare.

Automatically Collected Information

When you visit our website or social media pages, we may collect:

  • IP address and browser type

  • Pages visited and time spent

  • Referral source

  • Device information

How We Use Your Information

We use your personal data for the following purposes:

Treatment Delivery (Legal Basis: Contract & Consent)

  • Assessing your suitability for treatment

  • Delivering safe and appropriate treatments

  • Maintaining accurate medical records

  • Providing aftercare advice and support

Appointment Management (Legal Basis: Contract)

  • Booking and confirming appointments

  • Sending appointment reminders

  • Managing cancellations and rescheduling

Legal and Regulatory Compliance (Legal Basis: Legal Obligation)

  • Maintaining records as required by professional regulations

  • Complying with insurance requirements

  • Responding to legal requests or regulatory investigations

Marketing (Legal Basis: Consent)

  • Sending promotional emails about treatments and offers

  • Sharing before/after photographs (with separate explicit consent)

  • Social media marketing

You can withdraw marketing consent at any time.

Business Operations (Legal Basis: Legitimate Interests)

  • Processing payments

  • Managing client accounts

  • Improving our services

  • Training and quality assurance

Legal Basis for Processing

We process your data under the following legal bases:

  • Consent: For marketing communications and photographs

  • Contract: For delivering treatments you've booked

  • Legal obligation: For maintaining medical records and regulatory compliance

  • Vital interests: In medical emergencies

  • Legitimate interests: For business operations that don't override your rights

Data Sharing

We do not sell your personal data. We may share your information with:

Third-Party Service Providers

  • Booking systems: For appointment management

  • Payment processors: For secure payment handling

  • Email service providers: For communications

  • Cloud storage providers: For secure data backup

  • Insurance providers: For professional indemnity purposes

All third parties are required to maintain appropriate security measures and use your data only as instructed.

Legal Requirements

We may disclose your information if required by law, court order, or regulatory authority.

Medical Professionals

With your consent, we may share information with your GP or other medical professionals for continuity of care.

Data Storage and Security

Storage Location

Your data is stored:

  • Electronically on secure, encrypted servers located in the UK/EU

  • Physically in locked filing cabinets at our clinic premises

Security Measures

We implement appropriate technical and organizational measures including:

  • Password-protected systems

  • Encrypted data transmission

  • Regular security updates

  • Limited staff access on a need-to-know basis

  • Secure disposal of physical records

Data Retention

We retain your data for the following periods:

  • Medical records: 10 years from last treatment (or until age 25 if you were under 18 at treatment)

  • Financial records: 7 years for tax purposes

  • Marketing consent records: Until consent is withdrawn

  • CCTV footage (if applicable): 30 days

After these periods, data is securely deleted or anonymized.

Your Rights

Under UK GDPR, you have the following rights:

Right to Access

You can request a copy of the personal data we hold about you (Subject Access Request). We will respond within one month.

Right to Rectification

You can request correction of inaccurate or incomplete data.

Right to Erasure ("Right to be Forgotten")

You can request deletion of your data in certain circumstances. However, we may need to retain some information for legal or regulatory purposes.

Right to Restrict Processing

You can request that we limit how we use your data in certain circumstances.

Right to Data Portability

You can request your data in a structured, commonly used format for transfer to another provider.

Right to Object

You can object to processing based on legitimate interests or for direct marketing purposes.

Right to Withdraw Consent

Where we process data based on consent, you can withdraw this at any time.

Right to Complain

You have the right to lodge a complaint with the Information Commissioner's Office (ICO):

  • Website: www.ico.org.uk

  • Telephone: 0303 123 1113

  • Post: Information Commissioner's Office, Wyddfa House, 2-4 Park Street, Chester, CH1 1RU

How to Exercise Your Rights

To exercise any of your rights, please contact us:

  • Email: [data protection email]

  • Post: [clinic address]

  • In person: During clinic hours

We may need to verify your identity before responding to requests.

Photographs and Marketing

Before and After Photographs

We only take and use photographs with your explicit consent. You can:

  • Consent to photos for your medical records only

  • Consent to photos for your records and internal training

  • Consent to photos for marketing use (website, social media, promotional materials)

You can withdraw photo consent at any time, though we may not be able to remove images already in circulation.

All photographs are:

  • Stored securely

  • Anonymized where possible

  • Edited to protect your identity (unless you consent otherwise)

Marketing Communications

We will only send marketing emails if you have opted in. Each email contains an unsubscribe link. We do not share your email address with third parties for marketing purposes.

Cookies and Website Tracking

Our website uses cookies to improve user experience. You can control cookie settings through your browser. For full details, see our separate Cookie Policy [link if applicable].

Children's Privacy

We do not treat individuals under 18 without parental consent. If treating minors, we collect and store parental consent and maintain appropriate safeguarding records.

Data Breaches

In the unlikely event of a data breach, we will:

  • Notify the ICO within 72 hours where required

  • Notify affected individuals where there is high risk to their rights

  • Take immediate action to minimize harm

International Transfers

We do not routinely transfer data outside the UK/EU. If international transfer becomes necessary, we will ensure appropriate safeguards are in place.

Changes to This Privacy Policy

We may update this policy periodically. Significant changes will be communicated via email and posted on our website. Continued use of our services after changes constitutes acceptance of the updated policy.

Contact Us

For any questions about this Privacy Policy or how we handle your data:

Samantha Louise Clinic
228 Hoylake Road, Moreton, Wirral, CH46 6AD
samantha@samanthalouiseclinic.co.uk
+44 (0) 7808 808555

Data Protection Queries: samantha@samanthalouiseclinic.co.uk

Consent Declaration

By booking an appointment and receiving treatment at Samantha Louise Clinic, you confirm that:

  • You have read and understood our Privacy Policy

  • You consent to the collection and processing of your personal data as described

  • You consent to the collection of medical information necessary for safe treatment

  • You understand your rights regarding your personal data

For marketing communications and photograph use, separate explicit consent will be obtained.

This policy was last updated on 9th December 2025 and is subject to periodic review.