LEGAL POLICIES

Appointment Terms & Conditions
General Terms & Conditions
Complaints Policy
Privacy Policy
Refund Policy

Appointment Terms & Conditions

Appointment policy

Appointment booking

Clients can contact Skin HQ through telephone, email or social networks for inquiries and appointment bookings. Clients can also book their own patch tests and treatments through our online booking system.

We kindly ask that clients arrive around 10 minutes prior to the appointment. This allows time for the correct medical and consultation forms to be completed and for our therapists schedules to run smoothly.

Cancellation policy

We kindly ask that all clients who wish to cancel their appointment, telephone us at least 24 hours before the scheduled appointment. If less than 24 hours notice is given, then that treatment or session will be lost and is non-refundable or non-transferable to another date.

Our online booking system will not allow you to cancel or re-schedule your appointment within 24 hours of your appointment.

Late policy

Clients that will arrive late to their appointment, must let the clinic know via telephone as soon as possible. We will always try to accommodate our clients, however please understand that we may not be able to provide the full treatment time.

No-show policy

Clients that fail to attend their appointment without giving any notice will lose their treatment or session. The treatment or session will be non-refundable or non-transferable to another date.

Rescheduling

We work tirelessly to ensure that our clients have an outstanding experience at our clinics. There may be some occasions, where unfortunately we have to reschedule an appointment and we don’t take this option lightly. It is not uncommon to have a different therapist for each appointment, however if a client wishes to have the same therapist for each appointment please just let us know.

Refund policy

Sale treatments and courses

Discounted and sale items are non-refundable, unless the client is unsuitable based on medical grounds. In this scenario, a doctors note must be provided.

Full price treatments and courses

If a full-price course or treatment has been purchased but unused, it is valid for a refund. If a full-price course of treatment has been partially used, the remaining sessions are non-refundable however they may exchanged for another treatment of the same monetary value.

Memberships

Clients who are signed up to a Skin HQ Membership must pay their first installment before they receive any treatment. To allow time to start seeing results, clients must be signed up to their membership for a minimum of 6 months. After this, the membership is a month-by-month rolling agreement. If a client wishes to cancel their membership within the first 6 month period, this will only be agreed to on the grounds of medical reasons.

Clients are not permitted to cancel their own direct debits. If this is done, a charge will incur. To cancel a Direct Debit, clients must contact Skin HQ via telephone at least 14 days prior to the next payment date, failure to do so will result in the next payment coming out.

Our memberships have been designed to provide an affordable option of receiving treatments. In the event that a client cannot attend their appointment, they will still be liable to pay for that monthly installment. Memberships still abide by our cancellation, late and no-show policy.

Appointment Preparation

Patch test

If a client hasn’t received laser hair removal with us before, the client must have a patch test before receiving any treatment.

The client must shave a small patch in the areas that they wish to have treated 12-24 hours before the consultation and patch test. If the consultation and patch test is for a full body package, the client must shave a patch on the forearm and lower leg. If the client is looking for their face to be treated, a patch on the chin and the back of the neck must also be shaved.

Laser hair removal (before treatment)

We kindly ask all clients to ensure that body hair is shaved, we recommend 12-24 hours before the appointment. If a client attends their appointment and is unshaven, our therapists may deem the client as untreatable. In this event, we reserve the right to turn the client away and therefore, the session will be lost.

We kindly ask that all clients have removed all fake tan, body creams and deodorant before having treatment. If a client is receiving laser treatment on the facial area, we kindly ask that make-up and creams are removed before the appointment.

Laser hair removal (during course of treatment)

If a client is undergoing a course of laser hair removal, we advise the following:

  • Avoid sitting in direct sunlight to prevent getting a natural sun tan
  • Avoid wearing fake tan
  • Only shave between treatments, do not wax or pluck hairs
  • Wear a minimum of SPF 30 at all times

If any of the above are not adhered to by the client, our therapists may deem the client as untreatable. In this event, we reserve the right to turn the client away and therefore, the session will be lost.

Facial treatments

If clients are able to remove make-up and facial creams before facial treatments, then this would be hugely appreciated as it allows more time for the treatment itself. If clients are unable to removal make-up and facial creams before treatments, then our therapists will be able to remove this for you.

Medical Changes

If a clients has medical circumstances have changed, then the client must let the clinic or therapist know as soon as possible. Some medical conditions, like pregnancy, leave the client unable to receive some treatments from us. In these scenarios, clients may transfer their treatment to a suitable one for their medical condition or pause their membership.

General Terms & Conditions

BACKGROUND:

These Terms and Conditions, together with any and all other documents referred to herein, set out the terms of use under which you may use this website, www.skinhq.co.uk (“Our Site”).  Please read these Terms and Conditions carefully and ensure that you understand them.  Your agreement to comply with and be bound by these Terms and Conditions is deemed to occur upon your first use of Our Site. If you do not agree to comply with and be bound by these Terms and Conditions, you must stop using Our Site immediately.

  1. Definitions and Interpretation
    1. In these Terms and Conditions, unless the context otherwise requires, the following expressions have the following meanings:

 

“Account”means an account required for a User to access and/or use certain areas of Our Site, as detailed in Clause 4;
“Content”means any and all text, images, audio, video, scripts, code, software, databases and any other form of information capable of being stored on a computer that appears on, or forms part of, Our Site;
“User”means a user of Our Site;
“User Content”means any content submitted to Our Site by Users including, but not limited to reviews and comments
“We/Us/Our”means Skin HQ, a company registered in England whose main trading address is 3-5 St Johns Street, M3 4DN

 

  1. Information About Us
    1. Our Site, www.skinhq.co.uk, is operated by Skin HQ, a company registered in England, whose main trading address is 3-5 St Johns Street, M3 4DN.
  1. Access to Our Site
    1. Access to Our Site is free of charge.
    2. It is your responsibility to make any and all arrangements necessary in order to access Our Site.
    3. Access to Our Site is provided “as is” and on an “as available” basis. We may alter, suspend or discontinue Our Site (or any part of it) at any time and without notice.  We will not be liable to you in any way if Our Site (or any part of it) is unavailable at any time and for any period.
  1. Accounts
    1. Certain parts of Our Site (including the ability to purchase services from Us) may require an Account in order to access them.
    2. You may not create an Account if you are under 18 years of age. If you are under 18 years of age and wish to use the parts of Our Site that require an Account, your parent or guardian should create the Account for you and you must only use the Account with their supervision.
    3. When creating an Account, the information you provide must be accurate and complete. If any of your information changes at a later date, it is your responsibility to ensure that your Account is kept up-to-date.
    4. We recommend that you choose a strong password for your Account, consisting of a combination of lowercase and uppercase letters, numbers, and symbols. It is your responsibility to keep your password safe. You must not share your Account with anyone else. If you believe your Account is being used without your permission, please contact Us immediately. We will not be liable for any unauthorised use of your Account.
    5. You must not use anyone else’s Account without the express permission of the User to whom the Account belongs.
    6. Any personal information provided in your Account will be collected, used, and held in accordance with your rights and Our obligations under the Data Protection Act 1998, as set out in Clause 17.
    7. If you wish to close your Account, you may do so at any time. Closing your Account will result in the removal of your information.  Closing your Account will also remove access to any areas of Our Site requiring an Account for access.
  1. Intellectual Property Rights
    1. With the exception of User Content (see Clause 6), all Content included on Our Site and the copyright and other intellectual property rights subsisting in that Content, unless specifically labelled otherwise, belongs to or has been licensed by Us. All Content (including User Content) is protected by applicable United Kingdom and international intellectual property laws and treaties.
    2. Subject to sub-Clauses 5.3 and 5.6 you may not reproduce, copy, distribute, sell, rent, sub-licence, store, or in any other manner re-use Content from Our Site unless given express written permission to do so by Us.
    3. You may:
      1. Access, view and use Our Site in a web browser (including any web browsing capability built into other types of software or app);
      2. Download Our Site (or any part of it) for caching;
      3. Print pages from Our Site;
      4. Download extracts from pages on Our Site; and
      5. Save pages from Our Site for later and/or offline viewing.
    4. Our status as the owner and author of the Content on Our Site (or that of identified licensors, as appropriate) must always be acknowledged.
    5. You may not use any Content saved or downloaded from Our Site for commercial purposes without first obtaining a licence from Us (or our licensors, as appropriate) to do so. This does not prohibit the normal access, viewing and use of Our Site for general information purposes whether by business users or consumers.
    6. Nothing in these Terms and Conditions limits or excludes the provisions of Chapter III of the Copyrights, Designs and Patents Act 1988 ‘Acts Permitted in Relation to Copyright Works’, covering in particular the making of temporary copies; the making of personal copies for private use; research and private study; the making of copies for text and data analysis for non-commercial research; criticism, review, quotation and news reporting; caricature, parody or pastiche; and the incidental inclusion of copyright material.
  1. User Content
    1. User Content on Our Site includes (but is not necessarily limited to) reviews, comments and images.
    2. An Account is required if you wish to submit User Content. For terms and conditions pertaining to Accounts, please refer to Clause 4.
    3. You agree that you will be solely responsible for your User Content. Specifically, you agree, represent and warrant that you have the right to submit the User Content and that all such User Content will comply with Our Acceptable Usage Policy, detailed below in Clause 12.
    4. You agree that you will be liable to Us and will, to the fullest extent permissible by law, indemnify Us for any breach of the warranties given by you under sub-Clause 6.3. You will be responsible for any loss or damage suffered by Us as a result of such breach.
    5. You (or your licensors, as appropriate) retain ownership of your User Content and all intellectual property rights subsisting therein. When you submit User Content you grant Us an unconditional, non-exclusive, fully transferrable, royalty-free, perpetual, irrevocable, worldwide licence to use, store, archive, syndicate, publish, transmit, adapt, edit, reproduce, distribute, prepare derivative works from, display, perform and sub-licence your User Content for the purposes of operating and promoting Our Site. In addition, you also grant Other Users the right to copy and quote your User Content within Our Site.
    6. If you wish to remove User Content from Our Site, the User Content in question will be anonymised by removing your username and any personal derails about you. Please note, however, that caching or references to your User Content may not be made immediately unavailable (or may not be made unavailable at all where they are outside of Our reasonable control).
    7. We may reject, reclassify, or remove any User Content from Our Site where, in Our sole opinion, it violates Our Acceptable Usage Policy, or If We receive a complaint from a third party and determine that the User Content in question should be removed as a result.
  1. Links to Our Site
    1. You may link to Our Site provided that:
      1. You do so in a fair and legal manner;
      2. You do not do so in a manner that suggests any form of association, endorsement or approval on Our part where none exists;
      3. You do not use any logos or trade marks displayed on Our Site without Our express written permission; and
      4. You do not do so in a way that is calculated to damage Our reputation or to take unfair advantage of it.
    2. You may link to any page of Our Site provided you comply with the remainder of this Clause 7.
    3. Framing or embedding of Our Site on other websites is not permitted without Our express written permission. Please contact Us at info@skinhq.co.uk for further information.
    4. You may not link to Our Site from any other site the main content of which contains material that:
      1. is sexually explicit;
      2. is obscene, deliberately offensive, hateful or otherwise inflammatory;
      3. promotes violence;
      4. promotes or assists in any form of unlawful activity;
      5. discriminates against, or is in any way defamatory of, any person, group or class of persons, race, sex, religion, nationality, disability, sexual orientation, or age;
      6. is intended or is otherwise likely to threaten, harass, annoy, alarm, inconvenience, upset, or embarrass another person;
      7. is calculated or is otherwise likely to deceive another person;
      8. is intended or is otherwise likely to infringe (or to threaten to infringe) another person’s privacy;
      9. misleadingly impersonates any person or otherwise misrepresents the identity or affiliation of a particular person in a way that is calculated to deceive (obvious parodies are not included in this definition provided that they do not fall within any of the other provisions of this sub-Clause 7.4);
      10. implies any form of affiliation with Us where none exists;
      11. infringes, or assists in the infringement of, the intellectual property rights (including, but not limited to, copyright, trade marks and database rights) of any other party; or
      12. is made in breach of any legal duty owed to a third party including, but not limited to, contractual duties and duties of confidence.
    5. Please note that the content criteria described under sub-Clause 7.4 apply only to content over which the owner and/or operator of the site in question has direct control. You will not, therefore, be in breach of these Terms and Conditions if, for example, other users of a site on which you establish a link to Our Site post content (such as comments) that violates the above criteria.
  1. Links to Other Sites

Links to other sites may be included on Our Site.  Unless expressly stated, these sites are not under Our control.  We neither assume nor accept responsibility or liability for the content of third party sites.  The inclusion of a link to another site on Our Site is for information only and does not imply any endorsement of the sites themselves or of those in control of them.

  1. Disclaimers
    1. The Content on Our Site does not constitute advice on which you should rely. It is provided for general information purposes only.  Professional or specialist advice should always be sought before taking any action on the basis of any information provided on Our Site.
    2. We make no representation, warranty, or guarantee that Our Site will meet your requirements, that it will not infringe the rights of third parties, that it will be compatible with all software and hardware, or that it will be secure. If, as a result of Our failure to exercise reasonable care and skill, any digital content from Our Site damages your device or other digital content belonging to you, you may be entitled to certain legal remedies.  For more details concerning your rights and remedies as a consumer, please contact your local Citizens Advice Bureau or Trading Standards Office.
    3. We make reasonable efforts to ensure that the Content on Our Site is complete, accurate, and up-to-date. We do not, however, make any representations, warranties or guarantees (whether express or implied) that the Content is complete, accurate, or up-to-date.  Please note that this exception does not apply to information concerning services for sale through Our Site.
  1. Our Liability
    1. The provisions of this Clause 10 apply only to the use of Our Site and not to the sale of services, which is governed separately by Our Sale of Services Terms and Conditions.
    2. To the fullest extent permissible by law, We accept no liability to any user for any loss or damage, whether foreseeable or otherwise, in contract, tort (including negligence), for breach of statutory duty, or otherwise, arising out of or in connection with the use of (or inability to use) Our Site or the use of or reliance upon any Content included on Our Site.
    3. To the fullest extent permissible by law, We exclude all representations, warranties, and guarantees (whether express or implied) that may apply to Our Site or any Content included on Our Site.
    4. If you are a commercial user, We accept no liability for loss of profits, sales, business or revenue; loss of business opportunity, goodwill or reputation; loss of anticipated savings; business interruption; or for any indirect or consequential loss or damage.
    5. We exercise all reasonable skill and care to ensure that Our Site is free from viruses and other malware, however, subject to sub-Clause 9.2, We accept no liability for any loss or damage resulting from a virus or other malware, a distributed denial of service attack, or other harmful material or event that may adversely affect your hardware, software, data or other material that occurs as a result of your use of Our Site (including the downloading of any Content from it) or any other site referred to on Our Site.
    6. We neither assume nor accept responsibility or liability arising out of any disruption or non-availability of Our Site resulting from external causes including, but not limited to, ISP equipment failure, host equipment failure, communications network failure, natural events, acts of war, or legal restrictions and censorship.
    7. Nothing in these Terms and Conditions excludes or restricts Our liability for fraud or fraudulent misrepresentation, for death or personal injury resulting from negligence, or for any other forms of liability which cannot be excluded or restricted by law. For full details of consumers’ legal rights, including those relating to digital content, please contact your local Citizens’ Advice Bureau or Trading Standards Office.
  1. Viruses, Malware and Security
    1. We exercise all reasonable skill and care to ensure that Our Site is secure and free from viruses and other malware. We do not, however, guarantee that Our Site is secure or free from viruses or other malware and accept no liability in respect of the same, as detailed in sub-Clause 10.5.
    2. You are responsible for protecting your hardware, software, data and other material from viruses, malware, and other internet security risks.
    3. You must not deliberately introduce viruses or other malware, or any other material which is malicious or technologically harmful either to or via Our Site.
    4. You must not attempt to gain unauthorised access to any part of Our Site, the server on which Our Site is stored, or any other server, computer, or database connected to Our Site.
    5. You must not attack Our Site by means of a denial of service attack, a distributed denial of service attack, or by any other means.
    6. By breaching the provisions of sub-Clauses 11.3 to 11.5 you may be committing a criminal offence under the Computer Misuse Act 1990. Any and all such breaches will be reported to the relevant law enforcement authorities and We will cooperate fully with those authorities by disclosing your identity to them.  Your right to use Our Site will cease immediately in the event of such a breach.
  1. Acceptable Usage Policy
    1. You may only use Our Site in a manner that is lawful and that complies with the provisions of this Clause 12. Specifically:
      1. you must ensure that you comply fully with any and all local, national or international laws and/or regulations;
      2. you must not use Our Site in any way, or for any purpose, that is unlawful or fraudulent;
      3. you must not use Our Site to knowingly send, upload, or in any other way transmit data that contains any form of virus or other malware, or any other code designed to adversely affect computer hardware, software, or data of any kind; and
      4. you must not use Our Site in any way, or for any purpose, that is intended to harm any person or persons in any way.
    2. When submitting User Content (or communicating in any other way using Our Site), you must not submit, communicate or otherwise do anything that:
      1. is sexually explicit;
      2. is obscene, deliberately offensive, hateful or otherwise inflammatory;
      3. promotes violence;
      4. promotes or assists in any form of unlawful activity;
      5. discriminates against, or is in any way defamatory of, any person, group or class of persons, race, sex, religion, nationality, disability, sexual orientation or age;
      6. is intended or otherwise likely to threaten, harass, annoy, alarm, inconvenience, upset, or embarrass another person;
      7. is calculated or is otherwise likely to deceive;
      8. is intended or otherwise likely to infringe (or threaten to infringe) another person’s right to privacy;
      9. misleadingly impersonates any person or otherwise misrepresents your identity or affiliation in a way that is calculated to deceive (obvious parodies are not included within this definition provided that they do not fall within any of the other provisions of this sub-Clause 12.2);
      10. implies any form of affiliation with Us where none exists;
      11. infringes, or assists in the infringement of, the intellectual property rights (including, but not limited to, copyright, patents, trade marks and database rights) of any other party; or
      12. is in breach of any legal duty owed to a third party including, but not limited to, contractual duties and duties of confidence.
    3. We reserve the right to suspend or terminate your access to Our Site if you materially breach the provisions of this Clause 12 or any of the other provisions of these Terms and Conditions. Specifically, We may take one or more of the following actions:
      1. suspend, whether temporarily or permanently, your Account and/or your right to access Our Site;
      2. remove any User Content submitted by you that violates this Acceptable Usage Policy;
      3. issue you with a written warning;
      4. take legal proceedings against you for reimbursement of any and all relevant costs on an indemnity basis resulting from your breach;
      5. take further legal action against you as appropriate;
      6. disclose such information to law enforcement authorities as required or as We deem reasonably necessary; and/or
      7. any other actions which We deem reasonably appropriate (and lawful).
    4. We hereby exclude any and all liability arising out of any actions (including, but not limited to those set out above) that We may take in response to breaches of these Terms and Conditions.
  1. Privacy and Cookies

Use of Our Site is also governed by Our Cookie and Privacy Policies. These policies are incorporated into these Terms and Conditions by this reference.

  1. Changes to these Terms and Conditions
    1. We may alter these Terms and Conditions at any time. Any such changes will become binding on you upon your first use of Our Site after the changes have been implemented. You are therefore advised to check this page from time to time.
    2. In the event of any conflict between the current version of these Terms and Conditions and any previous version(s), the provisions current and in effect shall prevail unless it is expressly stated otherwise.
  1. Contacting Us

To contact Us, please email Us at info@skinhq.co.uk or using any of the methods provided on Our contact page at www.skinhq.co.uk/contact

  1. Communications from Us
    1. If We have your contact details, We may from time to time send you important notices by email. Such notices may relate to matters including, but not limited to, service changes and changes to these Terms and Conditions.
    2. We will never send you marketing emails of any kind without your express consent. If you do give such consent, you may opt out at any time.  Any and all marketing emails sent by Us include an unsubscribe link.  If you opt out of receiving emails from Us at any time, it may take up to 5 business days for your new preferences to take effect.
    3. For questions or complaints about communications from Us (including, but not limited to marketing emails), please contact Us at info@skinhq.co.uk
  1. Data Protection
    1. Any and all personal information that We may collect will be collected, used and held in accordance with the provisions of the Data Protection Act 1998 and your rights and Our obligations under that Act.
    2. We may use your personal information to:
      1. Reply to any communications you send to Us;
      2. Send you important notices, as detailed in Clause 16;
    3. We will not pass on your personal information to any third parties.
  1. Law and Jurisdiction
    1. These Terms and Conditions, and the relationship between you and Us (whether contractual or otherwise) shall be governed by, and construed in accordance with, English law.
    2. If you are a consumer, any disputes concerning these Terms and Conditions, the relationship between you and Us, or any matters arising therefrom or associated therewith (whether contractual or otherwise) shall be subject to the jurisdiction of the courts of England, Wales, Scotland, or Northern Ireland, as determined by your residency.
    3. If you are a business, any disputes concerning these Terms and Conditions, the relationship between you and Us, or any matters arising therefrom or associated therewith (whether contractual or otherwise) shall be subject to the exclusive jurisdiction of the courts of England and Wales.

Complaints Policy

  1. Definitions
    1. In this Complaints Policy the following expressions have the following meanings:
“Appeal”means your request to escalate a Complaint from Level One to Level Two if you are not satisfied with the outcome at Level One;
“Appeal Handler”means an employee of Skin HQ working at management level who will handle Level Two Complaints;
“Business Day”means, any day (other than Saturday or Sunday) on which ordinary banks are open for their full range of normal business in England;
“Complaint”means a complaint about goods and services sold by Skin HQ, about our customer service, or about our employees;
“Complaint Handler”means an employee of Skin HQ working at management level who will handle Level One Complaints;
“Complaints Policy”means this document;
“Complaints Procedure”means the internal complaints handling procedure of Skin HQ which is followed when handling a Complaint;
“Complaint Reference”means a unique code assigned to your Complaint that will be used to track your Complaint;
“External Resolution”means the referral of your Complaint to an external body or organisation for resolution if you are not satisfied with the outcome at Level Two;
“Level One”means the first stage in our complaints handling procedure under which your Complaint will be handled by a Complaint Handler; and
“Level Two”means the second stage in our complaints handling procedure under which you may appeal the outcome of a Level One Complaint.  Your Complaint will be handled by an Appeal Handler.

 

  1. Purpose of this Complaints Policy
    1. Skin HQ welcomes and encourages feedback of all kinds from our customers. If you have a Complaint about our goods and services, our customer service, or about our employees, not only do we want to resolve it to your satisfaction but we also want to learn from it in order to improve our business and customer experience in the future.
    2. It is our policy to resolve Complaints quickly and fairly, where possible without recourse to formal investigations or external bodies. In particular, the aims of this Complaints Policy are:
      1. To provide a clear and fair procedure for any customers who wish to make a Complaint about Skin HQ, our goods and services, our customer service, or about our employees;
      2. To ensure that everyone working for or with Skin HQ knows how to handle Complaints made by our customers;
      3. To ensure that all Complaints are handled equally and in a fair and timely fashion;
      4. To ensure that important information is gathered from Complaints and used in the future to avoid such a situation arising again.
  1. What this Complaints Policy Covers
    1. This Complaints Policy applies to the sale of goods and the provision of services by Skin HQ, to our customer service and to our employees.
    2. For the purposes of this Complaints Policy, any reference to Skin HQ also includes our employees.
    3. Complaints may relate to any of our activities and may include (but not be limited to):
      1. The quality of customer service you have received from Skin HQ;
      2. The behaviour and/or professional competence of our employees;
      3. Delays, defects or other problems associated with the sale of goods by Skin HQ;
      4. Delays, defects, poor workmanship or other problems associated with the provision of services by Skin HQ;
  1. The following are not considered to be Complaints and should therefore be directed to the appropriate person:
    1. General questions about our goods and services;
    2. Matters concerning contractual or other legal disputes;
    3. Formal requests for the disclosure of information, for example, under the Data Protection Act;
  1. Making a Complaint
    1. All Complaints, whether they concern our goods and services, our customer service, or our employees, should be made in one of the following ways:
  1. By email, addressed to The Manager at info@skinhq.co.uk;
  2. By contacting us by telephone on 0330 390 9252;
  3. When making a Complaint, you will be required to provide the following information in as much detail as is reasonably possible:
    1. Your name, address, telephone number and email address (We will contact you using your preferred contact method as your Complaint is handled);
    2. If you are making a Complaint on behalf of someone else, that person’s name and contact details as well as your own;
    3. If you are making a Complaint about a particular transaction, the amount, date of transaction and service or goods that were purchased;
    4. If you are making a Complaint about a particular employee of ours, the name and, where appropriate, position of that employee;
    5. Further details of your Complaint including, as appropriate, all times, dates, events, and people involved;
    6. Details of any documents or other evidence you wish to rely on in support of your Complaint;
    7. Details of what you would like Skin HQ to do to resolve your Complaint and to put things right. (Please note that whilst we will make every reasonable effort to accommodate such requests, we are not bound to take any action beyond that which we may be contractually or otherwise legally obliged to take.)
  1. How We Handle Your Complaint
    1. Skin HQ operates a two-stage complaints handling procedure. Following our Complaints Procedure, our aim is to always resolve Complaints to your satisfaction at Level One without further recourse to Level Two.  If you are not satisfied at the end of Level One, you may escalate your Complaint to Level Two.
    2. Level One:
      1. Upon receipt of your Complaint, the manager, identified above in Section 4.1 will log the Complaint in our complaints log and will acknowledge receipt of it in writing within 2 weeks.
      2. When we acknowledge receipt of your Complaint we will also provide details of your Complaint Handler. This may be the manager, to whom your original Complaint was directed (as above) or your Complaint may be assigned to another appropriate member of our team.
      3. If your Complaint relates to a specific employee, that person will be informed of your Complaint and given a fair and reasonable opportunity to respond. Any communication between you and the employee in question should take place only via the Complaint Handler and we respectfully ask that you do not contact the employee in question directly concerning the Complaint while we are working to resolve it.
      4. If we require any further information or evidence from you, the Complaint Handler will contact you as quickly as is reasonably possible to ask for it. We ask that you use reasonable efforts to supply any such information or evidence quickly in order to avoid delaying the complaints handling process.  If you are for any reason unable to provide such information or evidence we will use all reasonable efforts to proceed without it, however please be aware that we will not ask for further information or evidence unless we consider it important to the successful resolution of your Complaint.
      5. We aim to resolve Level One Complaints within 10 business days, however in some cases, particularly if your Complaint is of a complex nature, this may not be possible. If this is not possible for any reason you will be informed of the delay, the likely length of the delay and the reasons for it.
      6. At the conclusion of the Level One complaints procedure, regardless of the outcome, we will provide you with full details of our investigation, our conclusions from that investigation, and any action taken as a result. You will also be reminded of your right to appeal our decision and escalate the complaint to Level Two in the form of an Appeal.
    3. Level Two:
      1. If you are not satisfied with the resolution of your complaint at Level One, you may appeal the decision within 5 business days, and have the complaint escalated to Level Two. Appeals are handled by senior management level members of our team.
      2. Appeals, quoting your original Complaint Reference, should be directed to your original Complaint Handler who will forward the request to an appropriate Appeal Handler. Receipt of Appeals will be acknowledged in writing within 10 business days.  When we acknowledge receipt of your Appeal we will also provide details of your Appeal Handler.
      3. If your Complaint relates to a specific employee, that person will be informed of your Appeal and given a further opportunity to respond. Any communication between you and the employee in question should take place only via the Appeal Handler and we respectfully ask that you do not contact the employee in question directly concerning the Complaint while we are working to resolve it.
      4. If we require any further information or evidence from you, the Appeal Handler will contact you as quickly as is reasonably possible to ask for it. We ask that you use reasonable efforts to supply any such information or evidence to us quickly in order to avoid delaying the complaints handling process.  If you are for any reason unable to provide such information or evidence we will use all reasonable efforts to proceed without it, however please be aware that we will not ask for further information or evidence unless we consider it important to the successful resolution of your Complaint.
      5. We aim to resolve Level Two Complaints within 20 business days, however in some cases, particularly if your Complaint is of a complex nature, this may not be possible. If this is not possible for any reason you will be informed of the delay, the likely length of the delay and the reasons for it.
      6. At the conclusion of the Level Two procedure, regardless of the outcome, we will provide you with full details of our investigation, our conclusions from that investigation, and any action taken as a result. Our decision at this stage is final.
  1. Confidentiality and Data Protection
    1. All Complaints and information relating thereto are treated with the utmost confidence. Such information will only be shared with those employees of Skin HQ who need to know in order to handle your Complaint.
    2. We may ask for your permission to use details of your Complaint (with your personal details removed) for internal training and quality improvement purposes. If you have given such permission, you may revoke it at any time by contacting Skin HQ.
    3. All personal information that we may collect (including, but not limited to, your name and address) will be collected, used and held in accordance with the provisions of the Data Protection Act 1998 and your rights under that Act.
  1. Questions and Further Information

If you have any questions or require further information about any aspect of this Complaints Policy or about our Complaints Procedure, please contact us by email at  info@skinhq.co.uk.

  1. Policy Responsibility and Review
    1. Overall responsibility for this Complaints Policy within Skin HQ and the implementation thereof lies with management team.
    2. This Complaints Policy is regularly reviewed and updated as required.
    3. This Complaints Policy was adopted on 27th November 2019.
    4. This Complaints Policy was last reviewed on 27th November 2019.

Privacy Policy

BACKGROUND:

Skin HQ understands that your privacy is important to you and that you care about how your information is used and shared online. We respect and value the privacy of everyone who visits Our Site and will only collect and use information in ways that are useful to you and in a manner consistent with your rights and Our obligations under the law.

This Policy applies to Our use of any and all data collected by us in relation to your use of Our Site. Please read this Privacy Policy carefully and ensure that you understand it. Your acceptance of Our Privacy Policy is deemed to occur upon your first use of Our Site. If you do not accept and agree with this Privacy Policy, you must stop using Our Site immediately.

  1. Definitions and Interpretation

In this Policy the following terms shall have the following meanings: 

“Account”

means an account required to access and/or use certain areas and features of Our Site;

“Cookie”

means a small text file placed on your computer or device by Our Site when you visit certain parts of Our Site and/or when you use certain features of Our Site. Details of the Cookies used by Our Site are set out in section 12, below;

“Our Site”

means this website, www.skinhq.co.uk;

“UK and EU Cookie Law”

means the relevant parts of the Privacy and Electronic Communications (EC Directive) Regulations 2003 as amended in 2004, 2011 and 2015; and]

“We/Us/Our”

means Skin HQ, a limited company registered in England, and whose main trading address is 3-5 St Johns Street, Manchester, M3 4DN

  1. Information About Us
      1. Our Site, www.skinhq.co.uk, is operated by Skin HQ.
  1. Scope – What Does This Policy Cover?

This Privacy Policy applies only to your use of Our Site. It does not extend to any websites that are linked to from Our Site (whether We provide those links or whether they are shared by other users). We have no control over how your data is collected, stored or used by other websites and We advise you to check the privacy policies of any such websites before providing any data to them.

  1. What Data Do We Collect?

Some data will be collected automatically by Our Site, other data will only be collected if you voluntarily submit it, for example, when signing up for an Account. Depending upon your use of Our Site, We may collect some or all of the following data:

      1. name;
      2. date of birth;
      3. gender;
      4. business/company name
      5. job title;
      6. profession;
      7. contact information such as email addresses and telephone numbers;
      8. demographic information such as post code, preferences and interests;
      9. financial information such as credit / debit card numbers;
      10. IP address (automatically collected);
      11. web browser type and version (automatically collected);
      12. operating system (automatically collected);
      13. a list of URLs starting with a referring site, your activity on Our Site, and the site you exit to (automatically collected);
  1. How Do We Use Your Data?
      1. All personal data is stored securely in accordance with the principles of the Data Protection Act 1998. For more details on security see section 6, below.
      2. We use your data to provide the best possible products and services to you. This includes:
          1. Providing and managing your Account;
          2. Providing and managing your access to Our Site;
          3. Personalising and tailoring your experience on Our Site;
          4. Supplying Our products and services to you;
          5. Personalising and tailoring Our products and services for you;
          6. Responding to communications from you;
          7. Supplying you with email newsletters, alerts etc. that you have subscribed to (you may unsubscribe or opt-out at any time by selecting ‘Unsubscribe’ at the bottom of the emails)
          8. Market research;
          9. Analysing your use of Our Site and gathering feedback to enable Us to continually improve Our Site and your user experience;
      1. With your permission and/or where permitted by law, We may also use your data for marketing purposes which may include contacting you by email and telephone with information, news and offers on Our products and services. We will not, however, send you any unsolicited marketing or spam and will take all reasonable steps to ensure that We fully protect your rights and comply with Our obligations under the Data Protection Act 1998 and the Privacy and Electronic Communications (EC Directive) Regulations 2003, as amended in 2004, 2011 and 2015.
  1. How and Where Do We Store Your Data?
      1. We only keep your data for as long as We need to in order to use it as described above in section 5, and/or for as long as We have your permission to keep it.
      2. Your data will only be stored within the European Economic Area (“the EEA”) (The EEA consists of all EU member states, plus Norway, Iceland and Liechtenstein).
  1. Do We Share Your Data?
      1. We may sometimes contract with third parties to supply products and services to you on Our behalf. These may include payment processing, delivery of goods, search engine facilities, advertising and marketing. In some cases, the third parties may require access to some or all of your data. Where any of your data is required for such a purpose, We will take all reasonable steps to ensure that your data will be handled safely, securely, and in accordance with your rights, Our obligations, and the obligations of the third party under the law.
      2. We may compile statistics about the use of Our Site including data on traffic, usage patterns, user numbers, sales and other information. All such data will be anonymised and will not include any personally identifying information. We may from time to time share such data with third parties such as prospective investors, affiliates, partners and advertisers. Data will only be shared and used within the bounds of the law.
      3. In certain circumstances We may be legally required to share certain data held by Us, which may include your personal information, for example, where We are involved in legal proceedings, where We are complying with the requirements of legislation, a court order, or a governmental authority. We do not require any further consent from you in order to share your data in such circumstances and will comply as required with any legally binding request that is made of Us.
  1. What Happens If Our Business Changes Hands?
      1. We may, from time to time, expand or reduce Our business and this may involve the sale and/or the transfer of control of all or part of Our business. Data provided by users will, where it is relevant to any part of Our business so transferred, be transferred along with that part and the new owner or newly controlling party will, under the terms of this Privacy Policy, be permitted to use the data for the purposes for which it was originally collected by Us.
      2. In the event that any of your data is to be transferred in such a manner, you will not be contacted in advance and informed of the changes.
  1. How Can You Control Your Data?
      1. When you submit information via Our Site, you may be given options to restrict Our use of your data. In particular, We aim to give you strong controls on Our  use of your data for direct marketing purposes (including the ability to opt-out of receiving emails from Us which you may do by unsubscribing using the links provided in Our emails and at the point of providing your details.
      2. You may also wish to sign up to one or more of the preference services operating in the UK: The Telephone Preference Service (“the TPS”), the Corporate Telephone Preference Service (“the CTPS”), and the Mailing Preference Service (“the MPS”). These may help to prevent you receiving unsolicited marketing. Please note, however, that these services will not prevent you from receiving marketing communications that you have consented to receiving.
  2. Your Right to Withhold Information
      1. You may access certain areas of Our Site without providing any data at all.
      2. You may restrict your internet browser’s use of Cookies.
  1. How Can You Access Your Data?

You have the legal right to ask for a copy of any of your personal data held by Us. Please contact Us for more details at info@skinhq.co.uk, or using the contact details below in section 13.

  1. Cookies

Our Site may place and access certain first party Cookies on your computer or device. First party Cookies are those placed directly by Us and are used only by Us. We use Cookies to facilitate and improve your experience of Our Site and to provide and improve Our products and services.  Our Site also uses analytics services provided by Google, which also use Cookies. Website analytics refers to a set of tools used to collect and analyse usage statistics, enabling Us to better understand how people use Our Site.

  1. Contacting Us

If you have any questions about Our Site or this Privacy Policy, please contact Us by email at info@skinhq.co.uk or by telephone on 0330 390 9252. Please ensure that your query is clear, particularly if it is a request for information about the data We hold about you (as under section 11, above).

  1. Changes to Our Privacy Policy

We may change this Privacy Policy as we may deem necessary from time to time, or as may be required by law. Any changes will be immediately posted on Our Site and you will be deemed to have accepted the terms of the Privacy Policy on your first use of Our Site following the alterations. We recommend that you check this page regularly to keep up-to-date.

Refund Policy

All refund requests and enquiries must be made in writing to refunds@skinhq.co.uk

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