Privacy Policy
Last updated: January 2026
1. Introduction
Glow Works Skin Clinic ("we", "our", "us") is committed to protecting your privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard your personal information when you visit our clinic or use our services.
2. Information We Collect
We collect the following types of information:
Personal Information: Name, date of birth, contact details (email, phone number, address)
Medical Information: Medical history, skin concerns, allergies, current medications, treatment records, photos (before/after)
Financial Information: Payment details for processing transactions
Technical Information: IP address, browser type, device information when you visit our website
Communication Records: Correspondence via email, phone, or in-person
3. How We Use Your Information
We use your information to:
Provide medical aesthetic treatments and services
Assess your suitability for treatments and create personalized treatment plans
Maintain accurate medical records as required by law
Process payments and manage appointments
Communicate with you about your treatments, appointments, and aftercare
Send appointment reminders and follow-up care instructions
Improve our services and website functionality
Comply with legal and regulatory requirements
4. Legal Basis for Processing
Under UK GDPR, we process your data based on:
Consent: You have given explicit consent for us to process your personal and medical data
Contract: Processing is necessary to fulfill our contract with you (providing treatments)
Legal Obligation: We must maintain medical records as required by healthcare regulations
Legitimate Interests: To improve our services and communicate effectively with you
5. Data Sharing and Disclosure
We do not sell your personal information. We may share your data with:
Medical Professionals: When referrals or specialist consultations are necessary
Service Providers: Payment processors, appointment scheduling systems (under strict confidentiality agreements)
Legal Authorities: When required by law or to protect legal rights
Regulatory Bodies: Such as the Care Quality Commission (CQC) or General Medical Council (GMC) when legally required
All third parties are required to maintain the confidentiality and security of your information.
6. Data Security
We implement appropriate technical and organizational security measures to protect your personal information from unauthorized access, alteration, disclosure, or destruction. This includes encrypted storage, secure servers, password protection, and staff training on data protection.
7. Data Retention
We retain your medical records for a minimum of 8 years after your last treatment, in accordance with medical record retention guidelines. Financial records are kept for 7 years as required by HMRC. Marketing preferences are retained until you withdraw consent.
8. Your Rights
Under UK GDPR, you have the right to:
Access: Request copies of your personal data
Rectification: Correct inaccurate or incomplete data
Erasure: Request deletion of your data (subject to legal retention requirements)
Restriction: Limit how we use your data
Portability: Receive your data in a portable format
Object: Object to processing based on legitimate interests
Withdraw Consent: Withdraw consent at any time (where processing is based on consent)
To exercise these rights, please contact us at Glowworkslimited@gmail.com
9. Photography and Marketing
Before/after photos are taken only with your explicit written consent. You can withdraw consent for us to use your images at any time. Photos used for marketing will not identify you unless you provide separate consent.
10. Contact Information
For privacy concerns or to exercise your rights, contact us at:
Email: Glowworkslimited@gmail.com
You also have the right to lodge a complaint with the Information Commissioner's Office (ICO) at ico.org.uk
Cookie Policy
Last updated: January 2026
What Are Cookies
Cookies are small text files stored on your device when you visit our website. They help us provide you with a better experience by remembering your preferences and understanding how you use our site.
Types of Cookies We Use
Essential Cookies
Necessary for the website to function properly. These enable basic functions like page navigation and access to secure areas. The website cannot function properly without these cookies.Performance Cookies
Help us understand how visitors interact with our website by collecting anonymous information. This helps us improve website functionality and user experience.Functional Cookies
Remember your preferences (like language or region) to provide enhanced, personalized features.Analytics Cookies
We may use Google Analytics to understand visitor behaviour. These cookies collect anonymous data about pages visited, time spent, and referral sources.
Managing Cookies
You can control and manage cookies in several ways:
Browser settings: Most browsers allow you to refuse or delete cookies
Opt-out tools: Google Analytics opt-out browser add-on available at tools.google.com/dlpage/gaoptout
Cookie preferences: Use our cookie consent banner when you first visit
Note: Blocking cookies may impact your experience and some features may not work properly.
Third-Party Cookies
Our website may contain embedded content (like videos or social media plugins) that may set their own cookies. We have no control over these third-party cookies. Please review the privacy policies of these third parties for more information.Updates to This Policy
We may update this Cookie Policy periodically. Any changes will be posted on this page with an updated revision date.
Terms of Service
Last updated: January 2026
1. Acceptance of Terms
By booking a consultation or treatment with Glow Works Skin Clinic, you agree to be bound by these Terms of Service. If you do not agree to these terms, please do not use our services.
2. Services Provided
We provide doctor-led medical aesthetic treatments including but not limited to anti-wrinkle injections, dermal fillers, skin treatments, body contouring, and hair restoration. All treatments are performed by qualified medical professionals.
3. Consultation Process
Before any treatment:
A comprehensive consultation will assess your suitability for treatment
You will receive honest advice about whether treatment is appropriate for you
We reserve the right to refuse treatment if we believe it is not in your best interest
Medical history must be disclosed accurately and completely
You will receive clear information about risks, benefits, and alternatives
4. Consent and Medical Records
You must provide informed written consent before treatment. We maintain medical records in accordance with healthcare regulations. By receiving treatment, you consent to the creation and retention of medical records including photos where clinically necessary.
5. Client Responsibilities
You agree to:
Provide accurate and complete medical information
Disclose all medications, allergies, and medical conditions
Follow pre-treatment and aftercare instructions
Attend scheduled appointments or provide adequate notice for cancellations
Inform us immediately of any adverse reactions or concerns
Make payment for services as agreed
6. Treatment Outcomes
While we strive for excellent results, aesthetic medicine outcomes can vary. We do not guarantee specific results. Individual responses to treatment differ based on skin type, age, lifestyle, and other factors. Realistic expectations will be discussed during consultation.
7. Risks and Complications
All medical aesthetic treatments carry inherent risks, which will be explained during consultation. While serious complications are rare, you acknowledge that no medical procedure is entirely risk-free. We maintain appropriate insurance and protocols to manage complications should they arise.
8. Pricing and Payment
Prices are subject to change. Quoted prices are valid at the time of quotation. Payment is due at the time of treatment unless alternative arrangements have been agreed. We accept cash, card payments, and bank transfers.
9. Appointment Scheduling
Appointments are scheduled based on availability. We will make every effort to accommodate your preferred times. Please refer to our Cancellation Policy for information about changing or canceling appointments.
10. Intellectual Property
All content on our website, including text, images, graphics, and logos, is the property of Glow Works Skin Clinic or used with permission. You may not reproduce, distribute, or use our content without written permission.
11. Limitation of Liability
We maintain professional indemnity insurance. Our liability is limited to the cost of the treatment provided, except in cases of negligence or where limited by law. We are not liable for indirect, consequential, or special damages.
12. Changes to Terms
We reserve the right to modify these terms at any time. Changes will be posted on our website. Continued use of our services after changes constitutes acceptance of the modified terms.
13. Governing Law
These terms are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.
Cancellation/Refund Policy
Last updated: January 2026
1. Appointment Cancellations
Cancellation by Client
More than 48 hours notice: Full refund or free rescheduling
24-48 hours notice: 50% cancellation fee or reschedule with £50 rescheduling fee
Less than 24 hours notice: 100% cancellation fee charged
No-show: Full appointment fee charged, deposit forfeited
Cancellation by Clinic
If we need to cancel or reschedule your appointment due to unforeseen circumstances (illness, emergency), we will provide as much notice as possible and offer alternative dates. Full refund available if rescheduling is not convenient.
2. Deposits
Some treatments require a deposit at booking (typically £50-£100). Deposits are non-refundable if cancellation occurs within 48 hours of the appointment. Deposits are deducted from the final treatment cost.
3. How to Cancel or Reschedule
To cancel or reschedule, please contact us by:
Email: [email protected]
Phone: [Your Phone Number]
Text message to [Your Mobile Number]
Cancellation time is calculated from when we receive your cancellation notice, not when you send it. Please ensure you receive confirmation of your cancellation.
4. Treatment Refunds
Before Treatment
Full refund available if you decide not to proceed after consultation but before treatment commences (subject to standard cancellation policy for the appointment time).
After Treatment
Medical aesthetic treatments are non-refundable once performed, as the service has been delivered. However, we are committed to your satisfaction:
Complimentary review appointments if you have concerns about results
Adjustments or top-ups included within specified timeframes (e.g., 2-week dermal filler review)
Management of complications at no additional cost
Product Issues
If a product is faulty or causes an adverse reaction due to product defect (not normal treatment side effects), we will work with manufacturers and provide appropriate resolution.
5. Treatment Packages and Courses
Pre-paid treatment packages or courses are subject to the following:
Valid for 12 months from purchase date
Partially refundable if you cannot complete the course (pro-rata refund minus individual treatment prices)
Non-transferable to other individuals
Each appointment within a package is subject to the standard cancellation policy
6. Medical Contraindications
If during consultation we determine treatment is not suitable for medical reasons, full refund will be provided. No cancellation fee applies when treatment is refused on medical grounds.
7. Pregnancy and Health Changes
If you become pregnant or develop a health condition that contraindicates treatment after booking, please inform us immediately. We will reschedule or refund without penalty. Medical documentation may be required.
8. Refund Processing
Approved refunds will be processed within 14 business days to the original payment method. Please allow additional time for your bank to process the refund.
9. Repeated Cancellations
We reserve the right to require full prepayment for future appointments if you have a history of late cancellations or no-shows. This ensures fair access to appointments for all clients.
10. Force Majeure
In cases of extreme circumstances beyond our control (severe weather, pandemic restrictions, natural disasters), standard cancellation fees may be waived at our discretion.
Complaints Policy
Last updated: January 2026
1. Our Commitment
At Glow Works Skin Clinic, we strive to provide exceptional care and service. We take all complaints seriously and are committed to resolving concerns fairly, promptly, and professionally. Your feedback helps us improve our services.
2. What Constitutes a Complaint
A complaint is an expression of dissatisfaction about our service, staff, treatment outcomes, or facilities that requires a response. This includes concerns about:
Clinical care or treatment outcomes
Staff behaviour or professionalism
Communication or information provided
Appointment scheduling or waiting times
Cleanliness or safety of facilities
Billing or financial matters
Privacy or confidentiality concerns
3. How to Make a Complaint
Step 1: Informal Resolution
We encourage you to speak directly with the staff member or practitioner involved. Many concerns can be resolved quickly through open conversation.
Step 2: Formal Complaint
If informal resolution is not satisfactory or appropriate, please submit a formal complaint:
In writing: Email [email protected]
By post: Complaints Manager, Glow Works Skin Clinic, [Your Address]
In person: Request a complaints form at reception
Please include: your name, contact details, date of treatment/incident, detailed description of the complaint, and desired outcome.
4. Our Response Process
Acknowledgment
We will acknowledge your complaint within 3 working days of receipt.
Investigation
We will thoroughly investigate your complaint by reviewing records, speaking with relevant staff, and gathering all necessary information. Complex cases may require additional time.
Response
We aim to provide a full written response within 20 working days. If we need more time, we will inform you of the reason and expected timeframe. Our response will include:
Investigation findings
Explanation of what happened
Apology if our service fell short
Actions taken or proposed to resolve the issue
Changes implemented to prevent recurrence
Information about further steps if you remain dissatisfied
5. If You Remain Dissatisfied
If you are not satisfied with our response, you have the right to:
Request a review: Ask for your complaint to be reviewed by a senior manager or director
External bodies: Contact relevant professional bodies:
General Medical Council (GMC) for doctor conduct concerns: gmc-uk.org
Care Quality Commission (CQC) for care quality concerns: cqc.org.uk
Health and Care Professions Council (HCPC) for regulated professionals: hcpc-uk.org
Legal advice: Seek independent legal advice if you believe you have suffered harm
6. Confidentiality
All complaints are handled confidentially. Information will only be shared with those who need to know to investigate and resolve your complaint. Records of complaints are maintained securely.
7. No Detriment
Making a complaint will not adversely affect your future care with us. We treat all clients fairly regardless of whether they have made a complaint.
8. Learning from Complaints
We view complaints as opportunities to improve. All complaints are reviewed regularly to identify trends, implement improvements, and enhance our services.
9. Vexatious or Unreasonable Complaints
While we take all complaints seriously, we reserve the right to manage complaints that are abusive, repetitive without new information, or intended to harass. We will inform you if we consider a complaint vexatious.
10. Contact Information
Complaints Manager - Dr Carmen
Glow Works Skin Clinic
Email: Glowworkslimited@gmail.com
Accessibility Statement
Last updated: January 2026
1. Our Commitment to Accessibility
Glow Works Skin Clinic is committed to ensuring our services, facilities, and website are accessible to everyone, including people with disabilities. We continuously work to improve accessibility and usability for all our clients.
2. Physical Accessibility
Clinic Facilities
Accessible toilet: on site
Clear signage: Large, clear directional signs throughout the clinic
Lighting: Well-lit facilities to aid those with visual impairments
Assistance
Our staff are trained to assist clients with accessibility needs. Please inform us in advance if you require specific assistance, and we will make appropriate arrangements.
3. Website Accessibility
Our Efforts
We strive to make our website accessible and user-friendly:
Clear, simple language throughout
High contrast text for readability
Responsive design that works on all devices
Keyboard navigation support
Clear headings and structured content
Alternative text for images
Readable font sizes
Standards
We aim to conform to the Web Content Accessibility Guidelines (WCAG) 2.1 Level AA standards. We regularly review our website to ensure continued compliance.
4. Communication Accessibility
Language support: Services available in English and Romanian
Written information: Large print documents available upon request
Multiple contact methods: Phone, email, text, and in-person communication options
Extra time: We allow additional consultation time for those who need it
Communication aids: Please inform us if you use communication aids or require assistance
5. Service Accessibility
Flexible appointments: We accommodate scheduling needs where possible
Companion welcome: You may bring a companion, carer, or support person to appointments
Clear explanations: We take time to ensure you understand all information about treatments
Written aftercare: All aftercare instructions provided in writing
Follow-up support: Accessible contact for post-treatment questions or concerns
6. Assistance Animals
Registered assistance animals are welcome in our clinic. Please inform us when booking if you will be accompanied by an assistance animal.
7. Feedback and Requests
We welcome feedback on our accessibility:
If you encounter accessibility barriers, please let us know
If you require specific accommodations, contact us in advance
We will work with you to find solutions that meet your needs
8. Limitations and Alternatives
We acknowledge that some aspects of our facilities or website may not be fully accessible to everyone. Where barriers exist, we will work to provide alternative solutions. Please contact us to discuss your specific needs.
9. Ongoing Improvement
We are committed to continuous improvement of accessibility. This statement is reviewed annually, and we regularly assess and enhance our accessibility measures based on feedback and best practices.
10. Contact Us About Accessibility
For accessibility inquiries, accommodations, or feedback:
Email: [email protected]
Phone: [Your Phone Number]
Address: [Your Clinic Address]
We will respond to accessibility requests within 3 working days.
11. External Resources
For information about your rights regarding accessibility:
Equality and Human Rights Commission: equalityhumanrights.com
Disability Rights UK: disabilityrightsuk.org