Privacy Policy

Who we are

The London Road Clinic is a trading name of London Road Aesthetics Ltd, registered in England and Wales (Company No. 14362347). Our registered office is 65 London Road, Newark, Nottinghamshire, NG24 1RZ.

We are the data controller for the personal data described in this policy. We are registered with the Information Commissioner's Office under ICO Registration No. ZB509067.

If you have any questions about how we handle your data, contact us at customercare@londonroadclinic.com.

What personal data we collect

Enquiries via our contact form

When you submit an enquiry through our website, we collect your name and email address. We do not ask for health information through the contact form.

Bookings and appointments

Appointments are booked through Fresha, our third-party booking platform. When you book, Fresha collects your name, email address, phone number, appointment history, and payment information. Fresha acts as a data processor on our behalf. Their privacy policy is available at fresha.com/privacy-policy.

Marketing communications

If you have opted in to receive marketing emails from us, your email address is held in Klaviyo, our email marketing platform. Klaviyo acts as a data processor on our behalf. Their privacy policy is available at klaviyo.com/legal/privacy-notice.

Communications via WhatsApp or telephone

If you contact us via WhatsApp or by phone, we will hold the content of that communication and your contact details for the purpose of responding to you.

Live chat on this website

When you open the chat window we ask for your name, email address and mobile number so that we can reply to you. We also store the content of every message you send, the page you were on when you started the chat, and the time of each message. The conversation is held in a database operated by Cloudflare on our behalf, and a notification containing your details and your first message is emailed to the clinic through Resend.

Please do not send health information through the chat. It is not a clinical channel and it is not a substitute for a consultation. If you do tell us about a symptom, a condition or a medication, we treat that as special category data under Article 9 UK GDPR, we hold it in confidence, and we use it only to respond to you and to prepare for a consultation you go on to book.

The chat is not the place for an urgent problem. During opening hours call us on 01636 680767. Outside them, contact NHS 111 or your GP, and in an emergency call 999.

The chat assistant and artificial intelligence

When you send a message in the chat, the message is processed by Cloudflare Workers AI so the assistant can find the page that answers it and write a reply. Only the text of your message is sent. Your name, email address and mobile number are not, and neither is anything you sent earlier in the conversation.

Cloudflare does not use your message to train any AI model, and does not store it. It exists only for the moment the reply is being written. Cloudflare already runs this website and holds the chat transcript, so no new company receives your message.

Cloudflare's AI processing is not restricted to the UK or the EU. The chat transcript is already held on the same basis, so this does not send your message anywhere it was not already going.

The transcript is deleted after 90 days, as set out below.

Who at the clinic can read your chat

Only named members of the clinic team, each signing in with their own clinic email address through Cloudflare Access. There is no shared password.

Whenever a member of the team opens a conversation, we record who they were, what they did and when. We keep that record for 12 months, which is longer than the conversation itself, so that we can still answer the question of who saw something after the conversation has been deleted. That record holds their email address and a reference to the conversation. It never contains anything you wrote.

Please do not type health or medical information into the chat. If your question is about your own skin or a condition, ask for a callback and a practitioner will phone you.

Website analytics and site search

We measure how this website is used with Plausible. It sets no cookie and stores nothing on your device. It records the page you visited, the site or search engine you arrived from, your country, and your browser and device type. It does not store your IP address, does not create a lasting identifier for you, and does not follow you to other websites. The data is processed and stored in the EU. Their data policy is at plausible.io/data-policy.

Our advice and concerns pages carry a search box. When a search finds nothing, we record the words that were typed, so we can see what people look for that we have not written about yet. Searches that do find something are counted, but what you typed is not stored.

Please do not type personal or health details into the search box. It looks for pages on this website and it is not a clinical channel. To tell us about a symptom or a condition, call us on 01636 680767 or book a consultation.

How we use your data and our legal basis

Who we share your data with

We do not sell your personal data. We share data only with the following processors, who are contractually required to handle it securely:

• Fresha: booking and appointment management
• Klaviyo: email marketing (only if you have opted in)
• Cloudflare: website hosting, security, and the database that holds website chat transcripts
• Cloudflare Workers AI: writing the chat assistant's reply. Same company, same account. It receives the text of your chat message and nothing else about you
• Resend: emailing the clinic when a new website chat begins
• Plausible: website analytics, cookieless, processed and stored in the EU
• Google Analytics: website analytics (only if you accept analytics cookies)
• Meta (Facebook): advertising and remarketing (only if you accept marketing cookies)

We will disclose personal data if required to do so by law or a regulatory authority.

How long we keep your data

We retain client records for 7 years from the date of your last appointment, in line with standard UK clinical record-keeping guidance.

Enquiry data (contact form submissions) where no appointment follows is deleted after 12 months.

Website chat transcripts, including the name, email address and mobile number you give when you start a chat, are deleted 90 days after the last message in that conversation. The deletion runs automatically every day. If you go on to book, the details needed for your care are recorded separately in your client record and kept for 7 years as above.

You can ask us to delete a chat sooner. Email customercare@londonroadclinic.com with the name and mobile number you used.

Our own record of which member of the clinic team opened which chat is kept for 12 months and then deleted automatically. It is deliberately kept longer than the chat itself so that we can investigate a concern raised after the chat has gone. It contains no message text.

Marketing email opt-ins are retained until you unsubscribe or request deletion.

Your rights

Under UK GDPR you have the right to:

• Access the personal data we hold about you
• Correct inaccurate data
• Request deletion of your data (subject to our legal record-keeping obligations)
• Restrict how we process your data
• Object to processing based on legitimate interests
• Withdraw consent for marketing at any time
• Lodge a complaint with the Information Commissioner's Office at ico.org.uk

To exercise any of these rights, email customercare@londonroadclinic.com. We will respond within 30 days.

Cookies

When you first visit this site, you will be asked for your consent to use non-essential cookies. You can accept all, reject all, or choose by category. You can change your preferences at any time using the cookie banner.

We use strictly necessary cookies that are required for the site to function. With your consent, we may also use analytics cookies (Google Analytics) to understand how visitors use the site, and marketing cookies (Meta) to show you relevant content on other platforms.

Plausible sets no cookie, so it is not in the banner and it runs on every visit. It stores nothing on your device and holds no personal data. What it records is set out under "Website analytics and site search" above.

Full details of every cookie we use, including provider, purpose, and expiry, are in our Cookie Policy.

The legal basis for processing data via non-essential cookies is your consent (Article 6(1)(a) UK GDPR). You can withdraw consent at any time through the cookie banner.

Changes to this policy

We may update this policy from time to time. The date at the top of this page shows when it was last revised. Continued use of our website after changes are posted constitutes acceptance of the updated policy.

Contact

London Road Aesthetics Ltd
65 London Road, Newark, Nottinghamshire, NG24 1RZ
customercare@londonroadclinic.com
01636 680767