Policies

​Privacy Policy 

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Last Updated: March 2026

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Solura Skin Clinic  respects your privacy and is committed to protecting your personal data. This privacy policy explains how we collect, use, and store your data when you visit our website, purchase products, or book treatments with us.

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The Data We Collect

 

We may collect and process the following data:

• Identity & Contact Data: Name, email address, telephone number, and billing/delivery address.

• Special Category (Medical) Data: Medical history, skin conditions, and treatment notes. This is required to ensure treatments are safe and suitable for you.

• Transaction Data: Details about payments and products/services you have purchased from us.

 

How We Use Your Data

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• To process bookings and manage your appointments.

• To safely prescribe and administer medical/aesthetic treatments.

• To process online store orders.

• To comply with our legal and regulatory obligations as a healthcare provider.

 

Third-Party Services

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We use secure, compliant third-party software to help run our business:

• Aesthetic Nurse Software (ANS): We use ANS as our Electronic Medical Record (EMR) system to securely store your medical data, treatment notes, and booking information.

• Stripe: Used to securely process online payments for shop orders and booking deposits. We do not store your full card details.

• Take Payments: Used for in-clinic card payments via a secure card reader. This machine does not store your card details.

 

Your Rights

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Under the UK GDPR, you have rights regarding your personal data, including the right to request access, correction, or restriction of your data. You also have the right to request the erasure of your personal data (the "right to be forgotten").

 

Important note regarding medical records and erasure:

Please be aware that the right to erasure is not absolute. As a medical aesthetic clinic, we are legally required to retain your medical records, consultation notes, and treatment history for a minimum statutory period (typically 8 years from your last treatment, or longer if required by our medical malpractice insurance). This is to ensure patient safety, continuity of care, and for the establishment, exercise, or defence of legal claims. Therefore, we cannot erase your medical records upon request before this retention period has expired. We will, however, remove you from any marketing communications immediately upon request.

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To exercise any of your data rights, please contact us at hello@soluraskinclinic.com.

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Terms and Conditions (Clinic & E-Commerce)

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Age Policy (Strictly 18+) 

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In accordance with UK law, we do not provide injectable treatments to anyone under the age of 18. We operate a strict Challenge 25 policy. If you look under 25, you will be asked to provide photographic ID (passport or driving licence) before any treatment is carried out. Failure to provide valid ID will result in the cancellation of your appointment and loss of your deposit.

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Bookings, Deposits, and Cancellations

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• Deposits: A deposit is required at the time of booking to secure your appointment. This is processed securely via Stripe.

• Cancellations & Rescheduling: If you need to cancel or reschedule, you must give us at least 24 hours' notice.

• Refunds: Deposits are fully refundable provided you cancel at least 24 hours prior to your scheduled appointment. Cancellations made within 24 hours, or failure to attend your appointment (no-shows), will result in the loss of your deposit.

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Suitability for Treatment 

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As a medical professional, our Advanced Nurse Practitioner reserves the right to refuse treatment if it is deemed medically unsafe, unsuitable, or not in your best interest. If treatment is declined for medical reasons during your consultation, your deposit will be refunded or put towards an alternative suitable treatment.

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Online Store Terms 

By placing an order on our website, you agree to purchase the item subject to availability. We reserve the right to cancel an order if a product is out of stock or if there is a pricing error.

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Shipping, Returns & Refund Policy

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Shipping 

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Orders placed via our online store will be dispatched to the delivery address provided at checkout. Please ensure all delivery details are correct.

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Returns & Refunds 

 

Due to the health, safety, and hygiene regulations surrounding skincare products, we have a strict returns policy:

• Eligibility: We only accept returns if the product is faulty, or if it is completely unopened, unused, and in its original packaging with all safety seals fully intact.

• In-Clinic Returns Only: All returns must be made in person at our clinic. We do not accept postal returns.

• How to initiate a return: Before bringing a product into the clinic, you must email us at hello@soluraskinclinic.com to discuss the return and arrange a suitable time to bring the item in.

• Refunds: Once we have inspected the returned item in the clinic and confirmed it meets the above criteria, a refund will be processed to your original payment method.

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Cookie Policy

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What are cookies? Cookies are small text files placed on your device when you visit our website. They help us make the website function correctly, provide a secure browsing experience, and understand how visitors interact with our site.

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How we use them:

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• Essential Cookies: Required for the operation of our website, such as allowing you to log into secure areas, use a shopping cart, or make use of our e-billing services.

• Analytical Cookies: Allow us to recognise and count the number of visitors and see how visitors move around our website.

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You can set your browser to refuse all or some browser cookies. However, if you disable or refuse cookies, please note that some parts of this website (like the online shop or booking system) may become inaccessible or not function properly.

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