Privacy Policy

Skinnou Ltd is committed to protecting your privacy. Patients have a right to expect us to retain accurate records, and for us to act upon any requests to rectify inaccuracies in your personal information. This Privacy Policy explains how we use any personal information we collect about you or you provide to us.

Please read the Policy carefully to understand our views and practices regarding your personal information and how we treat it.

Skinnou Ltd is registered in England with company number 13507818. Our registered office is 8 Pinner View, Harrow, England, HA1 4QA. Our Data Protection Officer is Prabjeet Saundh.

Main Policy Content Summary:

• What information do we hold on you
• How we obtain that information
• Where we store information
• Whom information is shared with
• Why do we hold and process personal data
• How long we hold records and on what basis

Principles of our Privacy Policy:

• We will never spam you with irrelevant emails.
• You have a right to require us to erase your personal data without undue delay on certain grounds e.g. where it is no longer necessary based on the reason it was originally recorded or where you withdraw your consent and there is no other legal grounds for processing. Patients should be aware that by providing the information requested they are providing explicit consent but you have the right to withdraw consent at any time.
• You have the right to request a copy of your personal data held by Skinnou under the Data Protection Act 1998. We may charge a reasonable administration fee to cover costs.
• You may opt-out of our email communications at any time. You can unsubscribe from emails by clicking ‘unsubscribe’ or replying directly to contact@skinnou.co.uk .
• We will never sell, rent or make public your personal information.
• We will only collect and process your personal data where necessary.

We may change this Policy from time to time. However, we will not reduce your rights under this Privacy Policy. We will always update this Privacy Policy on our website, so please try to read it when you visit the website. 

Relevant Privacy Legislation

In line with our internal processes and systems, Skinnou internal documentation and website content are designed to comply with policies. The compliance of internal documentation and website content with policies will likely mean that we are compliant with data protection and privacy legislation around the world.

What information do we collect about you and where do we store it?

We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online and internally.

We may collect and process the following personal information about you, which is stored on our platforms, including our PC’s, internal password systems spreadsheets, word documents, ipads and as paper records. Skinnou does not obtain information or purchase databases from any third parties or sell information.

Information you give to us

• Medical Records – This includes information such as your name, address, date of birth, gender, e-mail address, phone number, next of kin, GP, and medical history. Medical records are recorded in the form of consent forms, treatment records, photography (pre and post-treatment imagery where were required for insurance purposes), complaints/adverse events/communication between Us and You. Failing to provide us with this information may result in us being unable to provide treatment.
• Enquiries – We may record your details in order to track and follow up on enquiries, in addition to scheduling appointments. This includes information such as your name, e-mail address or phone number and details of the nature of your enquiry.
• Website Visits – We will automatically collect the following information, for each visit made, when you visit our online domain www.skinnou.co.uk. Technical information, including the Internet Protocol (IP) address used to connect your computer to the internet, browser type and version, time zone setting, browser plug-in types and version, operating system and platform; and Information about your visit, including the full Uniform Resource Locators (URL), clickstream to, through and from our Site (including date and time), pages you viewed or searched for, page response times, download errors, length of visits to certain pages, page interaction information (such as scrolling, clicks and mouse-overs) and methods used to browse away from the page. Like most websites, our website uses Google Analytics. This tool collects information in an anonymous form, including the number of visitors to the site, where visitors have come to the site from and the pages they visited. We use this information to better understand how visitors find us and how they interact with our website. We can use this to make adjustments to our website, to deliver a better user experience. We keep all web usage data in an anonymised form in google analytics, but we do not connect this in any form to personalised data or use to contact anyone.
• Call Recordings – We may record calls via a call-tracking provider for statistical management and performance purposes and they hold the data for a certain period of time, following which calls are deleted.
• Online Contact forms – We collect information about you when you complete a form on our website, including the information you submitted. A copy is sent to us by email and the information is stored. Where you ‘opt in’ for the ‘subscribe to our mailing list’ data is also stored on our mailing list. See section ‘Email Newsletter’.
• Email newsletter – If you choose to join our mailing list, your email address will be stored in Mailchimp. Mailchimp is a third-party data processor. At any time, you can unsubscribe from our newsletters, either from within the newsletter or by emailing us.

How do we use the information we collect from you?

We need to gather and hold data in order to provide our service and care, maintain medical records and also provide our clients with information. We collect information about you to understand your needs and provide you with a better service. Specifically, we use your information for:

• To provide you with the information, treatments, products and services that you request from us
• To verify your identity and confirm you are over the age of 18 years for certain aesthetic treatments
• Internally, to inform decisions about our business operations or strategy
• To notify you about changes to our service
• To send you text notifications to remind you of any appointments booked with us
• To contact you for post-treatment, follow up and care, including survey requests in order to improve our service and ensure continuity of care
• To contact you from time to time to market other services, treatments and products we provide and think may be of interest to you, based on your interests and preferences where you have made them known to us
• Provide you with any information that we are required to send you to comply with our regulatory or legal obligations
• Detect, prevent, investigate or remediate, crime, illegal or prohibited activities or to otherwise protect our legal rights (including liaison with regulators and law enforcement agencies for these purposes);

Information we collect about you

We may use this information for some or all of the following reasons:

• To administer our website www.skinnou.co.uk and for internal operations, including troubleshooting, data analysis, testing, research, statistical and survey purposes
• To improve our website to ensure that content is presented in the most effective manner for you and for your computer
• To allow you to participate in interactive features of our website when you choose to do so
• As part of our efforts to keep our website safe and secure
• To measure or understand the effectiveness of advertising we serve to you and others, and to deliver relevant advertising to you
• To make suggestions and recommendations to you and other users of our site about goods or services that may interest you or them.

Who do we share your personal data with?

We take our obligations under the General Data Protection Regulation and our clinical confidentiality requirements very seriously.

Sensitive information relating to your medical history will be kept confidential and will only be disclosed to the individuals involved in delivering your treatment. We will never sell, distribute or lease this personal information to third parties unless we have your permission or are required to do so by law.

Some information sharing is absolutely necessary for Skinnou to provide your service and care, for example – the information shared in a prescription. Without consent, treatment cannot be provided.

For contact or marketing purposes and information sharing, we must gain consent. You must ‘opt in’ to allow us to use your data. We offer selective consent, rather than requiring all or nothing consent.

If you’re unclear as to what you have ‘opted in’ for or wish to make any changes, please contact us at Skinnou and speak with our Data Protection Officer.

We may share your personal information with:

• Other members of Skinnou staff as part of your ongoing care provisions, or for the purpose of analysing the business.
• Selected third parties such as companies for prescription and dispensing purposes in order to provide your agreed treatment. Opting out of sharing your information with these providers may affect our ability to treat you.
• Companies, agencies and individuals we work with to maintain our website and the service we provide. 
• Third party companies who use the identity checking software LexisNexis RISK SOLUTIONS UK LIMITED (Company Number: 07416642) to check that our users are genuine and above the age of 18 years. For ID verification purposes, we share names, date of birth, address and gender with LexisNexis who check their data sources for this. This is called a ‘soft’ check to validate identity only. This check may appear on your credit record, however, it will not affect your credit score. If false or inaccurate information is provided and/or we suspect fraud, we will be unable to fulfil your order until further information and clarification is provided. Those who are unable to be verified online via LexisNexis may be requested to provide a photo of an identity document that contains their name, date of birth, and a photo (such as a passport or driver’s license). Please note: once the photo ID has been used for its purpose it will be deleted from our records. Where photo ID is provided and there is a discrepancy between this information and that on your order/account, we reserve the right to amend your personal details (including your name and date of birth) on our records in line with the details found on your photo ID. You have a right of access to your personal records help by credit reference and fraud prevention agencies such as LexisNexis and your rights are set out in their privacy policy. If you would like to discuss anything further with them you can contact them directly at LexisNexis Ltd, Lexis House, 30 Farringdon Street or by calling them on 02920 678555. By requesting an appointment with Skinnou Ltd you agree to have your identity verified via these online verification services.
  

There may also be circumstances where we are under a duty to disclose your personal information or share your personal information in order to comply with any legal or regulatory requirement, obligation or request. This includes the police for the prevention or investigation of a crime, or our Insurers, legal advisors or other third parties who need access to it in the context of managing, investigating or defending claims or complaints.

YOUR INFORMATION

We cannot guarantee that the information you send us over the internet is secure, but once we receive it we will take all reasonable steps to protect the information you supply to us. Backups of electronically stored data are taken regularly, with strong protection for all files.

If you have concerns regarding the safety of your data sent via an online channel, including emails to contact@skinnou.co.uk, we would advise you to minimise the risk by opting for direct communication by phone.

Under the General Data Protection Regulation and in line with Legal Requirements, we will only hold personal identifiable data for an appropriate period of time. 

We employ CCTV on the exterior and public areas of the building in order to aid the security of our staff, patients and premises. CCTV cameras are not in use in our treatment rooms.

A Subject Access Request may be made for footage of you. All CCTV footage is held for a certain period of time and in certain circumstances, we may need to disclose CCTV footage for legal reasons.

COOKIES

Cookies and How They Benefit You

Our website uses cookies, as almost all websites do, to help provide you with the best experience we can. Cookies are small text files that are placed on your computer or mobile phone when you browse websites.

Our cookies help us:

• Make our website work as you’d expect
• Remember your settings during and between visits
• Improve the speed/security of the site
• Allow you to share pages with social networks like Facebook
• Continuously improve our website for you
• Make our marketing more efficient 

We do not use cookies to:

• Collect any personally identifiable information (without your express permission)
• Collect any sensitive information (without your express permission)
• Pay sales commissions

You can learn more about all the cookies we use below.

Granting us permission to use cookies

If the settings on your software that you are using to view this website (your browser) are adjusted to accept cookies we take this, and your continued use of our website, to mean that you are fine with this. Should you wish to remove or not use cookies from our site you can learn how to do this below, however doing so will likely mean that our site will not work as you would expect.

More about our Cookies

Website Function Cookies

We use cookies to make our website work including:

• Remembering if you have already provided any information on our site 

There is no way to prevent these cookies being set other than to not use our site.

Third party functions

Our site, like most websites, includes functionality provided by third parties. A common example is a booking system. 

Our site includes the following which use cookies:

• Social Website Cookies – the privacy implications on this will vary from social network to social network and will be dependent on the privacy settings you have chosen on these networks.
• Site Improvement Cookies – We regularly test new designs or site features on our site. We do this by showing slightly different versions of our website to different people and anonymously monitoring how our site visitors respond to these different versions. Ultimately this helps us to offer you a better website.
• Anonymous Visitor Statistics Cookies – We use cookies to compile visitor statistics such as how many people have visited our website, what type of technology they are using, how long they spend on the site, what page they look at etc. This helps us to continuously improve our website. These so-called “analytics” programs also tell us if, on an anonymous basis, how people reached this site. We also use technology to determine how people who phone us arrived on our website (e.g. from a search engine or by clicking on an advert). This is to help us to identify how people heard about us. Please be aware that if you call us, using a phone number on the website we can potentially tell how you arrived on our website.
• Advertising Cookies – Cookies are widely used in online advertising. You can learn more about online advertising at http://www.youronlinechoices.com. You can opt-out of almost all advertising cookies at http://www.youronlinechoices.com/uk/your-ad-choices.
• Remarketing Cookies -You may notice that sometimes after visiting a site you see increased numbers of adverts from the site you visited. This is because advertisers, including ourselves, pay for these adverts. The technology to do this is made possible by cookies and as such we may place a so-called “remarketing cookie” during your visit. We use these adverts to offer special offers etc to encourage you to come back to our site. Don’t worry we are unable to proactively reach out to you as the whole process is entirely anonymised. You can opt out of these cookies at any time as explained above.

Turning Cookies Off

You can usually switch cookies off by adjusting your browser settings to stop it from accepting cookies. Doing so, however, will likely limit the functionality of ours and a large proportion of the world’s websites as cookies are a standard part of most modern websites. 

YOUR RIGHTS

You have the right to ask us not to process your personal information, but where consent is withdrawn for the processing of personal data from your medical records, our ability to continue your treatments will be impaired. 

You have the right to ask us not to process your personal information for marketing purposes. We will only contact you for marketing purposes if you have opted in to receive such communications. If you wish to stop receiving some or all marketing communications from us, you can let us know by email: contact@skinnou.co.uk Our website www.skinnou.co.uk may, from time to time, contain links to and from the websites of third parties. If you follow a link to any of these websites, please note that these websites have their own privacy policies and that we do not accept any responsibility or liability for these policies. Please check these policies before you submit any personal data to these websites.

In some circumstances, you have the right to be forgotten and we will erase all data held about you. Medical records are exempt from erasure before our maximum retention periods. Requests for erasure should be made in writing to contact@skinnou.co.uk and will be assessed on a case by case basis.

ACCESS TO INFORMATION AND CORRECTION

If you provide us with your personal information, you have the following rights:

• To review the user information that you have supplied to us.
• To request that we correct any errors, outdated information, or omissions in user information that you have supplied to us.
• To request that your user information not be used to contact you.
• To request that your user information be deleted from our records.

To exercise any of these rights, please email contact@skinnou.co.uk or contact our Data Protection Officer. We will respond to your request to change, correct, or delete your information within a reasonable timeframe and notify you of the action we have taken.

It is important to note that whilst personal data can be removed from our systems in relation to marketing, we will be unable to remove any medical records relating to treatment received – which cannot be erased and will be retained as required by our insurers and professional regulatory bodies. 

You have the right to request a copy of your personal data held by Skinnou under the Data Protection Act 1998. We may charge a reasonable administration fee to cover costs. All requests will be subject to the appropriate identification checks.

CONTACT AND COMPLAINTS

Questions, comments and requests regarding this privacy policy are welcomed and should be addressed in writing to Skinnou, 132 High Street, Whitton, Greater London, TW2 7LL or contact@skinnou.co.uk.

You have the right to complain to a supervisory authority if you feel that we have breached the terms outlaid in our Privacy Policy. Complaints can be made to the Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF or further information can be found at www.ico.org.uk

Skinnou is registered with and regulated by the Information Commissioner’s Office (“ICO”). If you have a complaint relating to data management or processing you can complain to the ICO. We would request that you contact us first so we have the opportunity to manage this internally where possible.