Terms & Conditions

GDPR Compliance

Privacy Notice
There is a link to our privacy policy within the Nakedhealth website where we would direct all enquiries from our new patients.

Security
Appropriate measures are taken to protect your personal data from access from unauthorised persons or inappropriate access, internal or external. Your connection to the Phorest system uses a HTTP Secure communication protocol and TLS security. This means all information passed to the Phorest system is encrypted during data input and transfer to the cloud. Any paper files recording your personal data are held in a locked filing cabinet or safe which can only be accessed by authorised personnel in the Clinic.

2 Step verification
All computers and tablets have a 2 step verification setup.

Photographs
Patients consent is always obtained before any photographs are taken. Photographs are stored securely within our cloud server.

What information we collect on patients
Patient personal details

• Title
• Full Name
• Address
• DOB
• Mobile telephone number
• Landline telephone number
• Work telephone number
• Email address
• GP Details
• Previous treatments
• Medical history

Where we store information
We store information both in our practice manager Phorest (Anglesea Mills, 9 Anglesea Row, Smithfield, Dublin 7, DO7 F8PY, Ireland), who act as data processor on behalf of Nakedhealth and have access to personal information only in cases that customer support or troubleshooting is required by Nakedhealth. Further, they must process the personal information in accordance with the Privacy Notice and as permitted by applicable data protection laws. Information is also stored in hard copy notes file in locked filing cabinets behind locked doors with alarms.

Why we keep information
Health questions are asked in many of our consent forms to potentially highlight treatments that may have a negative effect on your health due to medication you are taking or a condition you have. Nakedhealth asks for consent prior to gathering and processing this information. At any time after giving consent, you can withdraw you consent, subject to legal, insurance and contractual restrictions. Your privacy is very important to us and we only use this information for determining your suitability for the treatment.

How we keep information
Both digitally and in note form.

Who we share information with
Data collected may be shared if appropriate with DRG Plastic Surgery Ltd.

How long will we keep information
Nakedhealth retains your personal data for as long as necessary to provide you with our services as our client. Nakedhealth are required under tax laws to keep your personal data for a minimum of 7 years. Health and Safety records will be retained for 10 years and where we have your consent for marketing purposes, we will retain the minimum required data until you notify us that you no longer wish to receive such information.

The criteria for which we would continue to process your personal information includes:

• Where there is a legal basis, obligation or legitimate interest to continuing processing your personal information
• Where processing is necessary for the establishment, exercise or defence of legal claims

How is information secured
Secured within Phorest behind 2 step verification. Data may be passed using Gmail

Other Information

Company Information
Medical Spa Ltd Company Registration Number 5022875 is trading as Nakedhealth. The registered office is 66 Prescot St, London E1 8NN.

Booking Appointments and Cancellations
To secure your appointment we take a deposit of £30 (for treatments up to £100) or £50 or 10% (for treatments of £100 and over) for all appointments including those that are free of charge. Should you need to cancel or reschedule we kindly ask that you call us 48 hours before your appointment, this allows us to manage our diaries and offer the appointment time to another patient. Failure to give the full notice will result in the deposit being forfeited. Appointments booked online through our website, facebook or app are managed by Phorest and their terms and conditions are available to view when you book.

Please arrive for your appointment at least 10 minutes in advance so that the necessary paperwork can be completed. Prior to your appointment, we will inform you of any preparation required in advance of your treatment. Failure to follow the guide lines may result in cancellation of the appointment, reduced appointment time or additional fees being charged.

Late arrival for your treatment may result in reduced treatment time or the forfeiting of the appointment. We will endeavour to ensure that your appointment runs to time, however, for reasons beyond our control, we may need to cancel or postpone your appointment at short notice. In this unlikely event, we make every effort to contact you in advance. We do not offer compensation if we cancel your appointment.

If a genuine provable reason prevents you from attending your appointment at the last minute, your deposit may be refunded at the discretion of management. The clinic is not responsible for any missed appointments due to failure of sending our text reminders.

Late payments
We reserve the right to charge a late payment fee.

Gift Cards and online Gift Vouchers
Gift Cards and vouchers are non-refundable, cannot be exchanged for cash and are valid for 12 months from the purchase date. They can be exchanged for goods or services and the money can be paid into your client account for use at a later date. Please keep your gift card or voucher safe as it will need to be presented in order to redeem the value.

Refunds
We cannot offer a refund or exchange on any product that has left our premises. This is to ensure the authenticity of our products.In case of reaction, please contact our clinic as soon as possible. In case of faulty products, please contact the clinic as soon as possible, we will not exchange products purchased over 60 days ago.

Courses
All courses of treatment except Laser Hair Removal are valid for 12 months. They will expire after this time. Any courses which have not been used within a 12 month period will be removed from the system. Laser Hair Removal courses are valid for 24 months to allow for the slowing down of re-growth. Any Laser Hair Removal courses which have not been used within 24 months will be removed from the system. We do not offer refunds on treatment courses, unless there is a contraindication or a change in medical history that prevents you from pursuing your treatment. In this case, you will lose the course discount and treatments are redeemed at full price, any remaining credit afterwards will be then refunded or will be available for you to use towards other treatments/products. We may recommend a change in treatment to meet your personal goals and in this instance we can transfer the remaining balance to a whatever is prescribed.

Recommend a Friend 
25% discount is offered on a first visit of a single treatment for a new client. If multiple treatments are booked it is applied to the most expensive single treatment only. The same applies to the person who makes the recommendation. This offer excludes medical treatments.

CQC
We are operating under the guidelines of the Care Quality Commission.

Chaperones
We are committed to providing a safe, comfortable environment where patients and staff can be confident that best practice is being followed at all times and the safety of everyone is of paramount importance. All patients are entitled to have a chaperone present for any consultation, examination or procedure where they feel one is required. The chaperone may be a family member or friend. On occasions, you may prefer a formal chaperone to be present, i.e. a trained member of staff. Wherever possible we would ask you to make this request at the time of booking appointment so that arrangements can be made and your appointment is not delayed in any way. Where this is not possible we will endeavour to provide a formal chaperone at the time of request. However occasionally it may be necessary to reschedule your appointment.

A doctor, nurse or other healthcare professional may also require a chaperone to be present for certain consultations in accordance with our chaperone policy. 

Children and Nakedhealth
For many of our treatments due to health and safety, it is not always possible for children to be in the treatment room whilst a parent or carer is having treatment. Nakedhealth cannot be responsible for the children left in reception as reception staff may have to leave the desk.

Pets at Nakedhealth
We are unable to allow pets into the clinic for hygiene reasons.

Mobile Phones
Please respect others when using your phone in the clinic and turn to silent.

Complaints Policy

Making a Complaint: If you are unhappy with any aspect of your experience at Nakedhealth, we encourage you to let us know as soon as possible so we can try to resolve your concern quickly and informally. If your concern cannot be resolved straight away, or you wish to make a formal complaint, please follow these steps:

How to Make a Formal Complaint: You can make a complaint verbally, in writing, by email: team@nakedhealth.co.uk or to our Registered Manager julia@nakedhealth.co.uk. Please provide your name, contact details, and a brief summary of your complaint, including relevant dates and names if possible. You may also ask someone to complain on your behalf – please ensure we have your written consent.

What Happens Next: We will acknowledge your complaint within 2 working days. Your complaint will be investigated by our Clinic Manager, or escalated to our General or Registered Manager if required. You will receive a written response within 10-20 working days. If more time is required, we will update you on progress.

Further Steps: If you remain dissatisfied after receiving our final response, you may raise concerns about the service with the Care Quality Commission (CQC). If your concern relates to the professional conduct, safety or fitness to practise of an individual clinician, you may contact the relevant professional regulator, such as the General Medical Council (GMC) or Nursing and Midwifery Council (NMC). Please note that the CQC and professional regulators do not usually investigate or resolve individual complaints, or award compensation, but may use the information provided as part of their regulatory or professional oversight. You can also contact the Parliamentary and Health Service Ombudsman www.ombudsman.org.uk

Confidentiality: All complaints are handled in confidence and will not affect your care or treatment. Only staff involved in your complaint will see your information.