TERMS AND CONDITIONS

Please ensure that you have read and fully understood our terms and conditions prior to booking a treatment or purchasing a gift voucher or treatment course. For the purposes of this document La Ross Aesthetics will be referred to as The Clinic or the clinic by La Ross.

It is your responsibility to ensure you read and understand the terms and conditions of booking, we are happy to discuss any of these with you on request.

Consultation

At this clinic these are compulsory, you need to be seen by our team for a full in detail consultation when you first register to the clinic and details of this are stored on our ANS software. If you are an existing patient who has not attended in over 12 months an existing patient consult is needed- this is also relevant if you have had a change to your health or are on new medication. It is IMPERATIVE that you are honest within these documents as we make our decisions based on the information within them.

Appointments

All medical practitioners and therapists are trained and deemed competent in accordance with the company’s treatment protocols therefore, however we do not guarantee continued treatment with a named therapist. If an individual is self-employed then you should liaise directly with them and not The clinic.

Prior to your appointment, we will inform you of any preparation required for your treatment. If you do not follow the guidance this may result in cancellation of your appointment, reduced treatment time. For certain treatments, we ask that you are prepared for your treatment.

We will endeavour to ensure that your appointment runs on time. However, should we need to cancel your appointment at short notice, we will make every effort to contact you in advance. All treatments cancelled will be rebooked as soon as convenient for you in the available slots. If you are unable to attend your appointment, please contact us at least 48 hours prior to your appointment. Any cancellation within 48 hours of your appointment will result in our Cancellation Policy being implemented, which means you can expect to be charged. If you do not attend your appointment with no attempt made to let us know, this will result in a 100% charge or forfeiting your treatment if part of a pre purchased course.

Late arrival to your appointment may result in a reduction in your treatment time or forfeiting your appointment.

Payment Protection Policy

To secure an appointment with us either in clinic, online or over the phone a deposit is required. This applies to single treatments and consultations.

You will need to accept the terms of Payment Protection Policy before proceeding with your appointment.

For more information regarding cancellation charges, please refer to the cancellation policy.

Chaperone policy

If you would like a Chaperone to accompany you during or due to the following:

·Intimate examination, treatment or care.

·Does not use English as their first language.

·Has hearing, visual or speech impairment

Contact the clinic on 01634 710146 and we can arrange this for you.

Safeguarding

As a clinic will not tolerate the abuse of adults. If you are concerned about an adult you can speak to the clinics safeguarding officer Kate Monteith- Ross.

Email: kate@larossaesthetics.com

Or call 03000 41 61 61

Email: social.services@kent.gov.uk

Age policy

This policy has been developed to assist the team working at The Clinic by La Ross to ensure that no patient under the age of 18 years is consented for any regulated procedures. The clinic does not treat and is not regulated to treat children under the age of 18 years old and therefore we will ask patients for identification when we deem it necessary.

Gender policy

The Clinic by La Ross commit to actively embrace different identities and individuals, to guard against all discrimination in all our actions, and to promote the value of a diverse society with gender equality. We recognise that there are often different views within communities about gender and diversity. We will be respectful of these differences, but we will not be deterred from our commitments as they are based on the Fundamental Principles. Gender and diversity inclusion is an essential part of ensuring people are safe from harm and in any action that aims at ensuring the protection of people; gender and diversity must be at the core.

Disability

The objective of the policy is to ensure that members of staff and patients with disabilities or long term health needs (mental, neuro-diverse or physical) have access to facilities and the clinic that is, wherever reasonably possible, comparable to that of their non-disabled staff and patients. This policy recognises that disabled staff and patients are an integral part of the clinic. It takes as its starting point the premise that accessible and appropriate provision is core to the values of the clinic. The broad policy aims are based on the Equality Act 2010.

Cancellation Policy

We do understand if clients are unwell or have other commitments but please give us as much notice as possible if you wish to rearrange an appointment. We reserve the right to charge for non-attendance or where cancellation is shorter than our policy. Should you need to cancel or reschedule, we kindly ask that you call us at least 48 hours before your appointment.

Any cancellation within 48 hours. We operate a 48-hour cancellation policy with a fee of 25% of your treatment booked.

Within 24 hours of no show the charge is 100% of the treatment cost. This will be deducted from your deposit or must be paid prior to any further booking.

For clients on a course of treatments who have pre-paid and arrive late or fail to attend with less than 48 hours’ notice we reserve the right to deduct a treatment from the course.

Courses of treatment

All treatments purchased as a course or package must be paid for in full, prior to the first treatment.

All treatments from a course must be taken within 12 months of the date of purchase; any treatments left unused after 12 months will be automatically redeemed and a new package will need to be purchased.

Course of treatment are only refundable for medical reasons on evidence of a doctor’s letter. Any refund agreed between the client and clinic manager is calculated by deducting the full list price of all treatments already taken, plus any charges for non-attendance. The difference will be the refunded amount.

We do not refund courses for any other reason.

Refunds

For any refunds given there will be deductions taken if you were given any promotional products.

No refund will be offered but if patients are unhappy, please see complaints procedure.

The Clinic will not give refunds for any products purchased within the clinic or online.

Suitability for treatment

We will always assess whether treatment is suitable for you, prior to any treatment being carried out. It is the client’s responsibility to ensure that they provide us with a full relevant medical history and medication details prior to each treatment. We cannot treat any clients who are under 18, pregnant or breast-feeding excluding massage treatments.

The Clinic has a strict patient criterion to ensure that patients are medically fit for treatment. It is, therefore, possible to advise in your best interest when a treatment is not appropriate.

We will also not proceed with a treatment if we believe that your expectations exceed the results obtainable.

The Clinic can refuse or refund a treatment if they feel you are no longer suitable.

Patch testing and Intradermal testing

A patch test must be carried out before any semi-permanent make up procedure. The client will be asked to attend the clinic 48 hours before their appointment to have a patch test and the results will determine if the procedure can be carried out. There must be no reaction to the pigment that has been put in the patch test area for the client to go ahead with the procedure.

For Hyaluronidase treatments, you may be asked to complete an intradermal test prior to having the procedure, these will be discussed with you clinician.

Plastic Surgery – referrals and wound management

If patients are seen by the Clinic, it is to be understood that we act as a referral party and are not responsible for any issues or concerns you may have with other parties that we may provide introductions to: as a clinic we have completed detailed assessments into the parties we work with in terms of ensuring high standards are maintained and adhered to at all times, but we cannot be held responsible for any issues between yourself and a second party.

If you have surgery with one of the partner surgeons this is a legal agreement between you and them, we are acting as a referral agent and cannot be held responsible.

If you opt to have a pre and post-surgical package with the clinic by La Ross this will be according to the agreement outlined in the in clinic and within this agreement we will outline your responsibilities and your agreement to follow the guidelines set.

Any advice provided regarding smoking, nutrition, alcohol, sleep, vitamin profile, weight, exercise, wound management, skin prep and care, compression garments etc must be followed and your clinician may refuse to continue with the agreement if you are reluctant to follow the program.

Wellness/Blood testing (Phlebotomy services)

Should you undertake a blood testing service within the clinic which requires a GP please understand that the process and time frame-

Blood sample need to be taken alongside a detailed health assessment and consultation where we request all information to be provided accurately.
Blood to be sent to a third party for analysis.
Blood report to be returned to the Clinic.
Results to be shared with our GP.
The GP to review the bloods and either provide a written report and recommendation OR ask for the patient to attend a remote appointment where these are discussed.

Please keep in mind that this process can take up to 3 weeks although we aim for a 10-day turnaround but this is not always possible, so please be patient- if you require urgency then we request this is discussed in consultation so we can discuss if this is possible.

Photography

To show progression with some treatments, before, during and after photographs and videos may be taken and added to your ANS profile, your consent will be obtained prior to this. We may ask to use your photographs and videos for educational purposes on training, clinical papers, and social media however, you can opt out of this agreement at any time.

pRIVACY

Types of Data collected

Among the types of Personal Data that this Application collects, by itself or through third parties, there are: first name; phone number; email address; Cookies; Usage Data.

Complete details on each type of Personal Data collected are provided in the dedicated sections of this privacy policy or by specific explanation texts displayed prior to the Data collection.

Personal Data may be freely provided by the User, or, in case of Usage Data, collected automatically when using this Application.

Unless specified otherwise, all Data requested by this Application is mandatory and failure to provide this Data may make it impossible for this Application to provide its services. In cases where this Application specifically states that some Data is not mandatory, Users are free not to communicate this Data without consequences to the availability or the functioning of the Service.

Users who are uncertain about which Personal Data is mandatory are welcome to contact the Owner.

Any use of Cookies – or of other tracking tools – by this Application or by the owners of third-party services used by this Application serves the purpose of providing the Service required by the User, in addition to any other purposes described in the present document and in the Cookie Policy, if available.

Users are responsible for any third-party Personal Data obtained, published or shared through this Application and confirm that they have the third party's consent to provide the Data to the Owner.

Mode and place of processing the Data

Methods of processing

The Owner takes appropriate security measures to prevent unauthorized access, disclosure, modification, or unauthorized destruction of the Data.
The Data processing is carried out using computers and/or IT enabled tools, following organizational procedures and modes strictly related to the purposes indicated. In addition to the Owner, in some cases, the Data may be accessible to certain types of persons in charge, involved with the operation of this Application (administration, sales, marketing, legal, system administration) or external parties (such as third-party technical service providers, mail carriers, hosting providers, IT companies, communications agencies) appointed, if necessary, as Data Processors by the Owner. The updated list of these parties may be requested from the Owner at any time.

Legal basis of processing

The Owner may process Personal Data relating to Users if one of the following applies:

Users have given their consent for one or more specific purposes. Note: Under some legislations the Owner may be allowed to process Personal Data until the User objects to such processing (“opt-out”), without having to rely on consent or any other of the following legal bases. This, however, does not apply, whenever the processing of Personal Data is subject to European data protection law;
provision of Data is necessary for the performance of an agreement with the User and/or for any pre-contractual obligations thereof;
processing is necessary for compliance with a legal obligation to which the Owner is subject;
processing is related to a task that is carried out in the public interest or in the exercise of official authority vested in the Owner;
processing is necessary for the purposes of the legitimate interests pursued by the Owner or by a third party.

In any case, the Owner will gladly help to clarify the specific legal basis that applies to the processing, and in particular whether the provision of Personal Data is a statutory or contractual requirement, or a requirement necessary to enter into a contract.

Place

The Data is processed at the Owner's operating offices and in any other places where the parties involved in the processing are located.

Depending on the User's location, data transfers may involve transferring the User's Data to a country other than their own. To find out more about the place of processing of such transferred Data, Users can check the section containing details about the processing of Personal Data.

If broader protection standards are applicable, Users are also entitled to learn about the legal basis of Data transfers to a country outside the European Union or to any international organization governed by public international law or set up by two or more countries, such as the UN, and about the security measures taken by the Owner to safeguard their Data.

If any such transfer takes place, Users can find out more by checking the relevant sections of this document or inquire with the Owner using the information provided in the contact section.

Retention time

Personal Data shall be processed and stored for as long as required by the purpose they have been collected for.

Therefore:

Personal Data collected for purposes related to the performance of a contract between the Owner and the User shall be retained until such contract has been fully performed.
Personal Data collected for the purposes of the Owner’s legitimate interests shall be retained as long as needed to fulfil such purposes. Users may find specific information regarding the legitimate interests pursued by the Owner within the relevant sections of this document or by contacting the Owner.

The Owner may be allowed to retain Personal Data for a longer period whenever the User has given consent to such processing, as long as such consent is not withdrawn. Furthermore, the Owner may be obliged to retain Personal Data for a longer period whenever required to do so for the performance of a legal obligation or upon order of an authority.

Once the retention period expires, Personal Data shall be deleted. Therefore, the right to access, the right to erasure, the right to rectification and the right to data portability cannot be enforced after expiration of the retention period.

The purposes of processing

The Data concerning the User is collected to allow the Owner to provide its Services, as well as for the following purposes: Contacting the User and Analytics.

Users can find further detailed information about such purposes of processing and about the specific Personal Data used for each purpose in the respective sections of this document.

Detailed information on the processing of Personal Data

Personal Data is collected for the following purposes and using the following services:

Analytics:
The services contained in this section enable the Owner to monitor and analyse web traffic and can be used to keep track of User behaviour.

Google Analytics (Google LLC)

Google Analytics is a web analysis service provided by Google LLC (“Google”). Google utilizes the Data collected to track and examine the use of this Application, to prepare reports on its activities and share them with other Google services.
Google may use the Data collected to contextualize and personalize the ads of its own advertising network.

Personal Data collected: Cookies; Usage Data.

Place of processing: United States – Privacy Policy – Opt Out. Privacy Shield participant.

The rights of Users

Users may exercise certain rights regarding their Data processed by the Owner.

Users entitled to broader protection standards may exercise any of the rights described below. In all other cases, Users may inquire with the Owner to find out which rights apply to them.

In particular, Users have the right to do the following:

Withdraw their consent at any time. Users have the right to withdraw consent where they have previously given their consent to the processing of their Personal Data.
Object to processing of their Data. Users have the right to object to the processing of their Data if the processing is carried out on a legal basis other than consent. Further details are provided in the dedicated section below.
Access their Data. Users have the right to learn if Data is being processed by the Owner, obtain disclosure regarding certain aspects of the processing and obtain a copy of the Data undergoing processing.
Verify and seek rectification. Users have the right to verify the accuracy of their Data and ask for it to be updated or corrected.
Restrict the processing of their Data. Users have the right, under certain circumstances, to restrict the processing of their Data. In this case, the Owner will not process their Data for any purpose other than storing it.
Have their Personal Data deleted or otherwise removed. Users have the right, under certain circumstances, to obtain the erasure of their Data from the Owner.
Receive their Data and have it transferred to another controller. Users have the right to receive their Data in a structured, commonly used and machine readable format and, if technically feasible, to have it transmitted to another controller without any hindrance. This provision is applicable provided that the Data is processed by automated means and that the processing is based on the User's consent, on a contract which the User is part of or on pre-contractual obligations thereof.
Lodge a complaint. Users have the right to bring a claim before their competent data protection authority.

Details about the right to object to processing

Where Personal Data is processed for a public interest, in the exercise of an official authority vested in the Owner or for the purposes of the legitimate interests pursued by the Owner, Users may object to such processing by providing a ground related to their particular situation to justify the objection.

Users must know that, however, should their Personal Data be processed for direct marketing purposes, they can object to that processing at any time without providing any justification. To learn, whether the Owner is processing Personal Data for direct marketing purposes, Users may refer to the relevant sections of this document.

How to exercise these rights

Any requests to exercise User rights can be directed to the Owner through the contact details provided in this document. These requests can be exercised free of charge and will be addressed by the Owner as early as possible and always within one month.

Applicability of broader protection standards

While most provisions of this document concern all Users, some provisions expressly only apply if the processing of Personal Data is subject to broader protection standards.

Such broader protection standards apply when the processing:

is performed by an Owner based within the EU;
concerns the Personal Data of Users who are in the EU and is related to the offering of paid or unpaid goods or services, to such Users;
concerns the Personal Data of Users who are in the EU and allows the Owner to monitor such Users’ behavior taking place in the EU.

Additional information about Data collection and processing

Legal action

The User's Personal Data may be used for legal purposes by the Owner in Court or in the stages leading to possible legal action arising from improper use of this Application or the related Services.
The User declares to be aware that the Owner may be required to reveal personal data upon request of public authorities.

Additional information about User's Personal Data

In addition to the information contained in this privacy policy, this Application may provide the User with additional and contextual information concerning particular Services or the collection and processing of Personal Data upon request.

System logs and maintenance

For operation and maintenance purposes, this Application and any third-party services may collect files that record interaction with this Application (System logs) use other Personal Data (such as the IP Address) for this purpose.

Information not contained in this policy

More details concerning the collection or processing of Personal Data may be requested from the Owner at any time. Please see the contact information at the beginning of this document.

How “Do Not Track” requests are handled

This Application does not support “Do Not Track” requests.
To determine whether any of the third-party services it uses honor the “Do Not Track” requests, please read their privacy policies.

Changes to this privacy policy

The Owner reserves the right to make changes to this privacy policy at any time by giving notice to its Users on this page and possibly within this Application and/or - as far as technically and legally feasible - sending a notice to Users via any contact information available to the Owner. It is strongly recommended to check this page often, referring to the date of the last modification listed at the bottom.

Should the changes affect processing activities performed on the basis of the User’s consent, the Owner shall collect new consent from the User, where required.

Definitions and legal references

Personal Data (or Data)

Any information that directly, indirectly, or in connection with other information — including a personal identification number — allows for the identification or identifiability of a natural person.

Usage Data

Information collected automatically through this Application (or third-party services employed in this Application), which can include: the IP addresses or domain names of the computers utilized by the Users who use this Application, the URI addresses (Uniform Resource Identifier), the time of the request, the method utilized to submit the request to the server, the size of the file received in response, the numerical code indicating the status of the server's answer (successful outcome, error, etc.), the country of origin, the features of the browser and the operating system utilized by the User, the various time details per visit (e.g., the time spent on each page within the Application) and the details about the path followed within the Application with special reference to the sequence of pages visited, and other parameters about the device operating system and/or the User's IT environment.

User

The individual using this Application who, unless otherwise specified, coincides with the Data Subject.

Data Subject

The natural person to whom the Personal Data refers.Data Processor (or Data Supervisor)

The natural or legal person, public authority, agency or other body which processes Personal Data on behalf of the Controller, as described in this privacy policy.

Data Controller (or Owner)

The natural or legal person, public authority, agency or other body which, alone or jointly with others, determines the purposes and means of the processing of Personal Data, including the security measures concerning the operation and use of this Application. The Data Controller, unless otherwise specified, is the Owner of this Application.

This Application

The means by which the Personal Data of the User is collected and processed.

Service

The service provided by this Application as described in the relative terms (if available) and on this site/application.

European Union (or EU)

Unless otherwise specified, all references made within this document to the European Union include all current member states to the European Union and the European Economic Area.

Cookies

Small sets of data stored in the User's device.

Legal information

This privacy statement has been prepared based on provisions of multiple legislations, including Art. 13/14 of Regulation (EU) 2016/679 (General Data Protection Regulation). This privacy policy relates solely to this Application, if not stated otherwise within this document.

Your Medical Records

Confidentiality

When visiting your clinician, all clients need to feel reassured that they will be treated with the utmost discretion and that any information divulged to their practitioner or reception staff will be kept confidential. All staff employed at the clinic are held in a position of trust and are required to sign a confidentiality statement, declaring that any information handled or witnessed by them, will be treated with the confidentiality it deserves. Staff are obliged not to discuss any patient data with persons other than those who are authorised and involved with the Practice.

Access to Medical Records- Clients are welcome to view their own medical/treatment records. Clients must contact the Practice Manager (ruth@larossaesthetics.com) in writing if they wish to view their records. Use of computers and personal health information. We are registered under the Data Protection Act 1998 and have robust systems in place to protect your confidentiality.

We may need to share information with various health services and where possible this is anonymised. We are obliged by law to provide certain information which is not anonymised eg. notification of death or infectious diseases. We do not share information with parties out with the health service and without your explicit consent eg. insurance providers, employers, lawyers.