Our priority is for you to be completely satisfied with the service you receive from us. We run a professional business, so we aim for the highest standards in everything we do. Complaints are rare, but we take them seriously, so we have a complaints policy and process we follow to make sure things are put right where needed and we learn from your feedback.
Please tell someone you’re not happy with the service you’ve received, either while you’re in the salon or as soon as possible after leaving. Calmly and clearly explain the problem.
We will listen to your feedback and ask questions as necessary to understand why you are making a complaint. We aim to resolve all complaints within eight weeks.
If you have already left the salon, we ask that you please don’t go to another salon as we will need to see exactly what the service or treatment you received from us looks like. We will arrange a suitable time for you to come back into our salon and discuss your complaint in private.
Where we think your complaint is reasonable, we will redo a part or all of the service or treatment again as soon as possible, free of charge. The work will be done by a different beauty therapist if you prefer, although this may not be possible if the individual is self-employed.
If we can’t fix the problem, we may offer a partial or full refund depending on how reasonable we consider your complaint to be.
ALTERNATIVE DISPUTE RESOLUTION
If, after following our complaints policy, we still can’t agree on how to resolve the complaint to your satisfaction, as required by the Alternative Dispute Resolution for Consumer Disputes Regulations 2015, we will refer you to a certified alternative dispute resolution provider, Hair & Beauty Mediation. As mediators, they listen to both sides and help us work towards a fair and reasonable compromise which is acceptable to both parties. It is not legally binding unless both parties agree on an outcome, but it is a cheaper and quicker alternative than taking legal action.
Please note there is a charge of £12 including VAT for the client and £30 including VAT for the salon.
Hair & Beauty Mediation can be contacted by:
Phone: 01234 831965
The Sun Spa Privacy Notice
The following privacy notice outlines how The Sun Spa Beauty, Tanning and Nails collects, uses, protects and transfers your personal data. The Sun Spa is a salon that provides services including massage, facials, waxing, manicures, tanning and laser hair removal (please note this list is not exhaustive). The data protection officer/data owner for the organisation is LJ Cann. You can contact the data protection officer/data owner by sending an email to firstname.lastname@example.org or writing to The Sun Spa, Coxeter House, 21-27 Ock Street, Abingdon, OX14 5AJ.
Personal data collected
The personal data that we collect is:
• Home address
• Email Address
• Date of Birth
• Phone number
• Health information
Purpose and Legal Basis for Processing Your Data
The Sun Spa takes your privacy seriously and we will never sell or rent your personal data to any third-party. Sharing of your data and direct marketing activities are only carried out with your express consent, which you are free to withdraw at any time. We need to obtain and process your personal data to provide you with our products, services and treatments and to fulfil our business and legal obligations. We will never collect any personal information from you that we do not need or retain any data that is no longer necessary for the purposes specified in this notice. Where we request sensitive personal data from you (i.e. health or medical data), the reason(s) for the request will be clearly given along with the purposes of the processing. Explicit consent through a signature will always be required for us to obtain and process your health information.
Who is processing my data?
The Sun Spa, Coxeter House, 21-27 Ock Street, Abingdon, OX14 5AJ are the data controller and processes your personal information for the purposes laid out in this privacy notice. Salon Tracker Ltd, 30-38 Dock St, Leeds LS10 1JF acts as data processor on behalf of The Sun Spa and have access to personal information only in cases that customer support or troubleshooting is required by The Sun Spa. Further, they must process the personal information in accordance with this Privacy Notice and as permitted by applicable data protection laws.
Your personal data is processed to:
• Collect specific personal data (name, address, email, contact number, DOB) that is required to enter into a contract to sell a product or service.
• Engage in communication with you including confirmation and reminders of appointments, and requests to cancel or change bookings.
• Collect Health information to perform the agreed services appropriately, and potentially highlight areas that products and services may cause issues to clients because of their health.
• Ensure a safe service and provide industry standard advice.
• Select relevant offers, promotions and information for you.
• Estimate the number of customers we have.
• Hold personal data that is required by law or to respond to legal process.
• Hold for insurance purposes.
• Store customer records.
Your rights as the individual
If your personal data is held by The Sun Spa you hold particular rights over it. Where you have provided consent for us to contact you as part of our marketing services, you have the right to modify or withdraw your consent at any time by using the unsubscribe option accompanied with all of our direct marketing or by contacting The Sun Spa Data Officer. You also have the right:
• To be informed of how your personal data will be used before it is collected.
• To access your personal data personal data and to information on how your information is used after it has been gathered.
• To have personal data corrected if it is incomplete, inaccurate or out-of-date.
• To request the removal or deletion of personal data where there is no compelling reason for its continued processing.
• To restrict processing, to ‘block’ processing of your personal data.
• To data portability, having your data moved, copied or transferred from The Sun Spa to another organisation in an easily readable format.
• To object to direct marketing from us.
Special categories of personal data collected
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. The Sun Spa 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 (see more on ‘your rights as an individual’). Your privacy is very important to us and we only use this information for determining your suitability for the treatment.
Process of collection
Your personal data is collected when you provide it to us through Salon Tracker Ltd software, our website, over the phone, in person, by email, social media, in writing or any other means by which you provide it to us. Information is stored using the Salon Tracker Ltd software platform as well as some level of paper record keeping. The Sun Spa gives you access to information about your account and bookings through Salon Tracker Ltd software, for the limited purpose of viewing and updating that information.
The Sun Spa does not collect the personal data of children under the age of 16 without parental or guardian consent. If you believe that we hold any information from or about a child under age 16, please contact us and if we cannot immediately obtain appropriate parental or guardian consent, will remove the personal data from storage.
Your personal data is shared only with Salon Tracker Ltd representatives in cases that customer support and troubleshooting is required for the salon. We do not share your personal information with any third-party without your prior consent, other than those already disclosed in this privacy notice or as part of our legal obligations under the relevant data protection laws.
Use of Data Processors
Data processors are third parties who provide some elements of our business services for us. Where we use a third-party, we have strict agreements in place governing the processing of your personal data, on which no action can be taken without instruction from us. The third parties with whom we work will never share or disclose your personal information and will hold it securely at all times.
Salon Tracker Ltd
The Sun Spa use software provided by Salon Tracker Ltd to manage appointments. Here is a link to their Privacy Notice: https://www.salontracker.co.uk/PrivacyPolicy.aspx
How Long Do We Keep Your Data?
The Sun Spa retains your personal data for as long as necessary to provide you with our services as our client. We 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
Transfers of personal information
When your personal data is processed through Salon Tracker software, all of it is held within the EU.
Consequences of not providing your personal information
If you want to purchase a product or service from The Sun Spa, certain personal information is required to enter into a contract with you. We will not be able to enter into a contract with you to fulfil an attempt to purchase a product or service if you do not provide your personal information.
As noted in this privacy statement, we are processing your personal data to comply with legal and statutory obligations and in the performance of a contract. You can always choose not to provide personal information; however, we will be unable to provide certain products, services and treatments in these instances.
Safeguarding your Personal Data
Appropriate measures are taken to protect your personal data from access from unauthorised persons or inappropriate access, internal or external. Your connection to The Salon Tracker system uses a HTTP Secure communication protocol and TLS security. This means all information passed to The Salon Tracker 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 salon. Employees are only assigned specific access rights and can only access the salon software with the PIN number assigned to them by the management of the salon.
In the occurrence that you want to make a complaint about how your personal data was gathered, how it is being processed by The Sun Spa (or third parties used by The Sun Spa) or you are not satisfied about how a complaint has been handled, you retain the right to lodge a complaint directly with the supervisory authority and The Sun Spa and also The Sun Spa Data Protection Officer/GDPR Owner.
Data Protection Commissioner, Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF
+44 (0) 303 123 1113
The Sun Spa Data Protection Officer/GDPR Owner, The Sun Spa, Coxeter House, 21-27 Ock Street, Abingdon, OX14 5AJ
+44 (0) 1235 550060
CANCELLATIONS OR NO-SHOWS
We will do our best not to cancel or re-arrange your appointments and to run to time.
We really appreciate you doing the same.
OUR CANCELLATION POLICY
We understand that sometimes you may have to cancel an appointment.
Please give us at least 48 hours’ notice, otherwise a cancellation fee of 50% of the cost of your service or treatment may be charged.
We will take your payment details at the time of booking an appointment with us.
Please understand that it is very difficult to fill appointments at short notice, but if we do, we will not charge you a cancellation fee.
If you need to cancel, please give us a call or use our online booking system.
We will not accept a text, email or a message on social media to cancel an appointment.
Before we take your payment details to cover a cancellation charge or a deposit or advance payment, we will confirm:
• The service or treatment you have booked.
• The total price of the service or treatment booked or how the price will be calculated if an exact price cannot be given.
• The time and date of the appointment.
A deposit of 25% of the cost of your service or treatment may be charged if you:
• missed your last appointment with us; or
• are a new client; or
• are booking online; or
• are booking for an appointment lasting more than two hours or for a series of appointments.
The deposit will be taken when you book your appointment and will be taken off your bill when you pay for the service or treatment you have received. The deposit will be fully refunded if you cancel, as long as you give us at least 48 hours’ notice.
If you give us less than 48 hours’ notice but we are able to fill the appointment, we will either refund the deposit or put it towards the cost of your next appointment.
The deposit will be fully refunded if a service or treatment is unsuitable for you or cannot be provided for any reason.
We will take payment in full at the time of booking:
• for an appointment lasting more than two hours, such as laser treatment or our packages; or
• if you missed your last appointment with us.
In case of a late cancellation or no-show, we will keep an amount of the advance payment that genuinely reflects the loss we have suffered as a result of the late cancellation or no-show.
If we are able to fill your slot, we will only keep an amount of the advance payment which covers our costs of finding another client.
KEEPING TO TIME
If you are running late, we will do our best to fit you in, but we may not be able to provide the full service or treatment.