Spa Policies

COVID-19


As of 15th August ALL FACIAL TREATMENTS CAN RESUME

*Stay at least 1 meter apart from other people.

*Staff will wear a medical grade face covering and visor. You MUST wear a face covering to your appointment unless you are medically exempt in order to not only protect yourself but those around you. Sanitised visors are available upon request.

*Avoid using public transport if possible, to attend your appointment. If travelling by public transport you will need to wear a face covering.

*Please attend your appointment alone.

*If you arrive early please wait outside until your appointment time.

*We will operate on an appointment only basis, sorry we cannot currently offer a ‘walk in’ service.

*Please avoid touching your face and to sneeze/cough either into a tissue or into the corner of your arm and wash/sanitise your hands afterwards.

 *Please stay at home and reschedule your appointment (no cancellation fee will be charged) if you have been unwell in the 2-week period prior to the appointment or on the day of your appointment. This includes a recent continuous cough, a high temperature and/or a change in their normal sense of smell or taste.

*You will be asked to sanitise your hands using the product provided before approaching the front desk.

*You are respectfully asked not to bring food or drink into the premises and keep personal belongings to a minimum.

*Please do not currently book or attend an appointment if you fall into a vulnerable category.

 

GDPR - Privacy Policy


This is The Solent Medi Spa Ltd’s privacy policy, we are located at

Southsea: 68 Castle Road Southsea PO5 3AZ

Chichester: 16 Westgate Chichester PO19 3EU

Chandlers Ford: 102 Winchester Road Chandlers Ford SO53 2GJ

 

You can email us at info@thesolentmedispa.co.uk or contact us on facebook: @SolentMediSpa.co.uk

This privacy policy explains how we use any personal information we collect about you and why we collect it.

What Information Do We Need?

We need your contact details, your: name, phone number, address, postcode and email address. We will also need information about your age and health in order for a treatment to go ahead.

Why Do We Need It, How Will We Use It and How Long Will We Retain It?

We need all the details above in order to ensure that it is safe for us to provide the treatments you may ask for and also for insurance purposes. We will store your information for 7 years after the date of your treatment, or for 7 years after you have reached the age of 18 if you are/were under 18 when your treatment took place. Our lawful basis for processing this personal information is ‘contract’, this means that we have a legal reason to ask you for your data because we need it for contractual reasons. You do not have to share your personal data with us, but if you do not we cannot offer you a treatment with The Solent Medi Spa Ltd. You must fulfil your side of the contract (share your personal information) in order for us to fulfil ours (carry out treatment).

You have a right to access the information we hold on file for you that you have provided. Any request for access to your own information should be made in writing to Lucie A’Bear at any of the addresses above. A response will be provided within one month.

You have a right to request rectification regarding any information we hold about you if you feel this information is inaccurate or irrelevant for purpose. You also have the right to request that your information be removed from our active database.

 

Marketing

We would like to send you information about the products and services we offer using the information you have shared with us, but you do not have to agree to this for treatment to go ahead. If you agree to being contacted for marketing purposes using the following methods please tick the relevant boxes to give your consent. You may withdraw this consent at any time by emailing us at info@thesolentmedispa.co.uk or calling us on 0800 7720914

Will We Share Your Information?

We will not share your information with anyone outside of The Solent Medi Spa Ltd

Who Can I Complain To If I Feel You Are Not Handling My Data Correctly?

Please contact us if you have any questions about this privacy policy or the information we hold on you, you can do this by email info@thesolentmedispa.co.uk or post (68 Castle Road Southsea PO5 3AZ) If you believe we are not handling your data correctly you have a right to make a complaint, this should be sent to us using the above contact details. If you are unhappy with our response you should then contact the ICO (independent commissioner’s office) by contacting them or using the following web page https://ico.org.uk/concerns/

Cancellations, Late Arrivals & No Shows


We respectfully request that we are given a minimum notice period of 24 hours to cancel or change an appointment. If the booking was made on the same day, please notify us at least 3 hours prior to the appointment to allow us to fill the space. If less notice is given then we reserve the right to charge £10 for each appointment cancelled, this cost will be added to your next booking.

If you are late to your appointment: Wherever possible we will endeavour to complete your treatment. This may include shortening the treatment if necessary, so that other clients are not inconvenienced. The full treatment fee will still be payable.

For short appointments this may not be possible, in which case wherever possible an alternative appointment that day will be offered. We reserve the right to charge a cancellation fee of £10 if your appointment slot is missed.

If you fail to attend your appointment then we reserve the right to charge £10 per appointment cancelled. Reminders will automatically be sent by email 48 hours prior to appointments. Please add our email address to your address book to avoid these reminders ending up in a junk folder.

Children and Pets


Please do not bring children or pets with you to your appointment. Children and pets running freely around a spa is dangerous – to the child and the people around them. Spas are full of chemicals, heated equipment and sharp instruments such as hot wax, tweezers and needles.

Our therapists need to concentrate on giving you an amazing and safe treatment and we need to provide a calm and pleasurable atmosphere to all customers.

We can offer evening and weekend appointments when child care arrangements may be easier for you.

Complaints


If you are unhappy about any aspect of your treatment or are concerned you may have had an adverse reaction to a treatment, please contact the spa manager by email info@thesolentmedispa.co.uk at your earliest convenience.

The spa manager will get in contact to discuss your concerns and details of your complaint will be logged with Head Office.

If necessary, you will be invited to attend a meeting in person within 48 hours otherwise you will receive a written full reply within five working days (at the latest) of the original complaint unless the investigation is still in progress, in which case contact will be made explaining the reason for the delay.

Any complaint will be brought to the attention of the practitioner involved, the spa manager and the operations director.

The complaints procedure will be monitored constantly to ensure that and complaints are dealt with efficiently & effectively to the satisfaction of both the client and operator. The complaints data will be reviewed annually.

Refunds


Please note that we will only refund on a treatment received if the treatment quality is confirmed as below standard by the spa manager. We do not refund on courses of treatments unless you become medically unsuitable which is supported by written confirmation from your doctor. In this situation we would credit your account with us. This credit may used at your leisure against other treatments or products. Credit can also be transferred to another person if requested.

Service Guarantee


Our service guarantee is an assurance of the treatment quality. We offer a generalised guarantee ‘IMMEDIATE RESULTS OR YOUR MONEY BACK GUARANTEE!’. This guarantee does not apply to treatments which may need multiple sessions to achieve a result.

We also offer a guaranteed minimum of 65-85% reduction after 6 consecutive IPL treatments spaced 4 weeks apart. The amount of reduction is monitored throughout the treatment course however IPL clients will be offered a free review 4 weeks after their 6th treatment to establish if the minimum reduction has been achieved.

In rare cases the minimum reduction may not have been achieved even though the client has followed the correct protocol. In this case we would offer two free top up sessions as a gesture of good will. If further treatment is needed after that then a ‘Top Up’ fee will be charged per area which is a 50% discount on the normal cost.

In extremely rare cases a client may not respond to IPL treatment at all even though they have been selected as suitable for treatment. If there has been no visible reduction throughout the course then the individual case should be flagged to the spa manager who will discuss further action with the operations manager.

Right to Refuse Service


We reserve the right to refuse service if:
 

  1. A customer behaves improperly or inappropriately
  2. Is intoxicated
  3. If their state of health/mind may put them at risk of harm
  4. If we can’t predict the effect of the treatment on the individual
  5. If we feel threatened or uncomfortable in any way

Sickness


If you are sick on the day of your appointment please notify us at your earliest convenience. In these circumstances the cancellation fee will not be charged. If you develop symptoms of COVID19 on the day of your appointment or in the days before, please do not attend. We will reschedule your appointment for after your shielding period.