Terms and Conditions of Service
Please read these terms and conditions of service carefully. All contracts that we may enter into from time to time for the provision of our services shall be governed by these terms and conditions, and we will ask for your express acceptance of these terms and conditions before providing any services to you.
Human Health is a trading style of Dr Mayoni Ltd, referred to as DML in this document.
You must let us know at the time of booking if you suffer from any allergies or medical conditions (for example, a heart condition, high or low blood pressure, or diabetes) or have an injury. Medical conditions and injuries may mean that some treatments are contra-indicated in part or in full. If you have recently undergone an operation or had treatment for cancer within the last 5 years we may need GP approval for types of treatments. If you are pregnant or trying as some treatments may not be suitable.
1.1 In these Terms and Conditions:
“Charges” means the amounts specified in the Price List in respect of the Services, and such other payments in respect of the Services as may be agreed in writing by the parties from time to time;
“Client” means the person who contracts with DML to receive the Services, who may be identified on a Client Form;
“Client Confidential Information” means:
(a) any medical or health-related information about the Client that is disclosed by the Client to DML;
(b) any photographic images of the Client created by DML; and
(c) any other information disclosed by the Client to DML (whether disclosed in writing, orally or otherwise) that at the time of disclosure was marked or described as “confidential” or should have been understood by DML (acting reasonably) to be confidential;
“Client Form” means a form issued by DML and completed and signed by the Client, which may include health-related questions for the Client;
“Contract” means the contract between DML and the Client for the provision of Services to the Client made under these Terms and Conditions;
“Effective Date” means the date upon which the Client agrees to pay the Charges and DML agrees to provide the Services to the Client, providing that if the Client makes a booking request for the Services by telephone the Effective Date shall be the date upon which DML sends to the Client a written booking confirmation incorporating these Terms and Conditions;
“Force Majeure Event” means an event, or a series of related events, that is outside the reasonable control of the party affected;
“Price List” means DML’s standard price list for the Services as it may be amended and updated from time to time, which is published on DML’s website and available at DML’s premises;
“Services” means any services that DML agrees to provide to the Client or does in fact provide to the Client;
“Standard Cancellation Period” means, in respect of an appointment or Services, at least 24 hours before the appointment is due to take place (or 48 hours in the case of appointments that are scheduled to last for 2 hours or more);
“Term” means the term of the Contract, commencing and ending in accordance with Clause 2.1;
“Terms and Conditions” means these terms and conditions of service plus the Client Form(s), including any amendments to these terms and conditions from time to time; and
“DML” means Dr Mayoni Limited, a company incorporated in England and Wales (registration number 10332053) having its registered office at Northgate House North Gate, New Basford, Nottingham, Nottinghamshire, United Kingdom, NG7 7BQ.
2.1 The Contract shall come into force upon the Effective Date and shall continue in force indefinitely, subject to termination in accordance with Clause 12.
2.2 Unless the parties expressly agree otherwise in writing, each request for and agreement to provide Services shall constitute a new Contract under these Terms and Conditions.
3.1 DML shall provide the Services to the Client with reasonable skill and care in accordance with these Terms and Conditions.
3.2 The Services shall be performed at the premises of DML during an appointment or appointments, upon the day or days, and at the time or times, agreed by the parties.
3.3 The Client agrees that DML may modify the nature of any agreed Services where DML reasonably believes it is in the best interests of the Client to do so.
3.4 If the Client wishes to cancel or reschedule a Services appointment, then:
(a) if DML receives notice of this during the Standard Cancellation Period, the Client shall be entitled to: (i) a full refund of the Charges payable in respect of the appointment; or (ii) if the Client so elects, an alternative appointment at a later time and/or day (to be agreed by the parties) without the payment of additional Charges;
(b) if DML receives notice of this outside the Standard Cancellation Period but more than 1 hour before the appointment is due to take place, the Client shall be entitled to: (i) a refund of 50% of the Charges payable in respect of the appointment; or (ii) if the Client so elects, an alternative appointment at a later time and/or day (to be agreed by the parties) subject to payment of additional Charges at the rate of 50% of the cost of the original appointment; and
(c) otherwise, the Client shall have no entitlement to any refund or alternative appointment.
3.5 DML may from time to time send appointment reminders, but any failure of DML to do so or the Client to receive a reminder shall not affect the application of Clause 3.4.
3.6 If DML is unable to fulfil a Services appointment by reason of personnel shortage or illness, then providing DML has used reasonable endeavours to engage alternative personnel, DML may by written or oral notice to the Client cancel the Services appointment, in which case:
(a) DML shall not be in breach of the Contract or otherwise liable to the Client in respect of a failure to supply the relevant Services; and
(b) the Client shall be released from any liability to pay Charges in respect of the relevant appointment, and shall be entitled to a refund of any Charges previously paid in respect of that appointment.
3.7 This Clause 3 shall be without prejudice to any statutory rights of the Client.
3.8 If the Services include any medical or physical treatment, there may be a risk of an adverse reaction and/or temporary or persistent negative side effects. Providing that DML has supplied the services with reasonable skill and care, and subject always to Clause 10.1, DML will not be liable to the Client in respect of any loss or damage arising out of such an adverse reaction or negative side effect.
4.1 Save as expressly provided in these Terms and Conditions, the Client must attend all Services appointments at the agreed place and time, arriving between 5 and 10 minutes before the scheduled start time. The Client acknowledges that late arrivals may result in reduced-length appointments.
4.2 The Client shall ensure that all information supplied by the Client to DML in connection with the Contract and Services is true, complete, accurate and non-misleading (including information supplied on any Client Form). If any information supplied by the Client to DML changes, the Client must promptly inform DML of the change.
4.3 The Client shall follow any reasonable instructions of DML in relation to the preparation for a Services appointment and behavior following a Services appointment.
4.4 The Client shall provide to DML such assistance and co-operation as is reasonably requested by DML for the purpose of enabling DML to perform its obligations under the Contract.
4.5 The Client must not be accompanied for an appointment by any baby or child under 16 years of age, excluding:
(a) during any time period that DML designates otherwise;
(b) children of 13 years or older who are receiving a treatment during a Services appointment.
Charges and payments
5.1 The Client shall pay the Charges to DML in accordance with these Terms and Conditions.
5.2 All amounts stated in or in relation to these Terms and Conditions are, unless the context requires otherwise, stated inclusive of any applicable value added taxes.
5.3 The Client acknowledges that DML shall vary the Price List from time to time, and agrees to consult the Price List before ordering any Services.
5.4 Unless DML agrees otherwise in writing, the Client must pay the Charges to DML before the provision of the corresponding Services.
5.5 DML may withhold the provision of the Services pending payment of the corresponding Charges in cash or cleared funds.
6.1 Vouchers purchased from DML are valid for redemption against Charges for Services for a period of 6 months following purchase. Vouchers may not be redeemed after the end of this period.
6.2 Vouchers may not be used in conjunction with any special offer or discount.
DML’s confidentiality obligations
7.1 DML must:
(a) keep the Client Confidential Information strictly confidential;
(b) not disclose or publish the Client Confidential Information to any person without the Client’s prior written consent;
(c) use the same degree of care to protect the confidentiality of the Client Confidential Information as DML uses to protect DML’s own confidential information of a similar nature, being at least a reasonable degree of care; and
(d) act in good faith at all times in relation to the Client Confidential Information.
7.2 Notwithstanding Clause 7.1, DML may disclose the Client Confidential Information to DML’s officers, employees, professional advisers, insurers, agents and subcontractors who are bound by a written agreement or professional obligation to protect the confidentiality of the Client Confidential Information.
7.3 This Clause 7 imposes no obligations upon DML with respect to Client Confidential Information that:
(a) is known to DML before disclosure under these Terms and Conditions and is not subject to any other obligation of confidentiality;
(b) is or becomes publicly known through no act or default of DML; or
(c) the Client has agreed that DML may publish.
7.4 The restrictions in this Clause 7 do not apply to the extent that any Client Confidential Information is required to be disclosed by any law or regulation or by any judicial or governmental order or request.
7.5 The provisions of this Clause 7 shall continue in force indefinitely following the termination of the Contract.
Distance and off-premises contracts
8.1 This Clause 8 applies only if:
(a) the Client enters into the Contract with DML as a consumer – that is, as an individual acting wholly or mainly outside the Client’s trade, business, craft or profession;
(b) the Contract is a distance contract or off-premises contract within the meaning of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013; and
(c) the Contract is not a contract for Services related to leisure activities that provides for a specific date or period of performance.
8.2 The Client acknowledges that the contracts for Services will usually fall outside Clause 8.1(b) and/or Clause 8.1(c) and accordingly the Client will usually have no right to cancel the Contract under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
8.3 If this Clause 8 applies, the Client may withdraw an offer to enter into the Contract with DML at any time; and the Client may cancel the Contract entered into with DML at any time within the period:
(a) beginning when that contract was entered into; and
(b) ending at the end of 14 days after the day on which that contract was entered into, subject to Clause 8.4. The Client does not have to give any reason for the withdrawal or cancellation.
8.4 The Client agrees that DML may begin the provision of the Services before the expiry of the period referred to in Clause 8.3, and the Client acknowledges that, if DML does begin the provision of services before the end of that period, then:
(a) if the services are fully performed, the Client will lose the right to cancel referred to in Clause 8.3; and
(b) if the services are partially performed at the time of cancellation, the Client must pay to DML an amount proportional to the services supplied or DML may deduct such amount from any refund due to the Client in accordance with this Clause 8.
8.5 In order to withdraw an offer to enter into the Contract or cancel the Contract on the basis described in this Clause 8, the Client must inform DML of the Client’s decision to withdraw or cancel (as the case may be). The Client may inform DML by means of any clear statement setting out the decision. In the case of cancellation, the Client may inform DML using the cancellation form that DML will make available to the Client. To meet the cancellation deadline, it is sufficient for the Client to send its communication concerning the exercise of the right to cancel before the cancellation period has expired.
8.6 If the Client withdraws an offer to enter into the Contract, or cancels the Contract, on the basis described in this Clause 8, the Client will receive a full refund of any amount the Client paid to DML in respect of that contract, except as specified in this Clause 8.
8.7 DML will refund money using the same method used to make the payment, unless the Client has expressly agreed otherwise. In any case, the Client will not incur any fees as a result of the refund.
8.8 DML will process the refund due to the Client as a result of a cancellation on the basis described in this Clause 8 without undue delay and, in any case, within the period of 14 days after the day on which DML is informed of the cancellation.
9.1 All of the parties’ warranties and representations in respect of the subject matter of the Contract are expressly set out in these Terms and Conditions.
9.2 Subject to Clause 10.1, no other warranties or representations will be implied into that contract and no other warranties or representations relating to the subject matter of that contract will be implied into any other contract.
Limitations and exclusions of liability
10.1 Nothing in these Terms and Conditions will:
(a) limit or exclude any liability for death or personal injury resulting from negligence;
(b) limit or exclude any liability for fraud or fraudulent misrepresentation;
(c) limit any liabilities in any way that is not permitted under applicable law; or
(d) exclude any liabilities that may not be excluded under applicable law, and, if a party is a consumer, that party’s statutory rights will not be excluded or limited by these Terms and Conditions, except to the extent permitted by law.
10.2 The limitations and exclusions of liability set out in this Clause 10 and elsewhere in these Terms and Conditions:
(a) are subject to Clause 10.1; and
(b) govern all liabilities arising under these Terms and Conditions or relating to the subject matter of these Terms and Conditions, including liabilities arising in contract, in tort (including negligence) and for breach of statutory duty, except to the extent expressly provided otherwise in these Terms and Conditions.
10.3 DML will not be liable to the Client in respect of any losses arising out of a Force Majeure Event.
10.4 DML will not be liable to the Client in respect of any loss of revenue or income.
10.5 DML will not be liable to the Client in respect of any loss or damage arising out of the Client’s failure to comply with Clause 4.
10.6 DML will not be liable to the Client in respect of any special, indirect or consequential loss or damage.
10.7 The liability of DML to the Client under the Contract in respect of any event or series of related events shall not exceed the greater of:
(a) GBP 2,500; and
(b) the total amount paid and payable by the Client to DML under the Contract in the 12 month period preceding the commencement of the event or events.
10.8 The aggregate liability of DML to the Client under the Contract shall not exceed GBP 10,000.
Force Majeure Event
11.1 If a Force Majeure Event gives rise to a failure or delay in either party performing any obligation under the Contract (other than any obligation to make a payment), that obligation will be suspended for the duration of the Force Majeure Event.
12.1 In the case of any Contract for ongoing Services of an indefinite duration, either party may terminate the Contract by giving to the other party not less than 7 days’ written notice of termination.
12.2 Either party may terminate the Contract immediately by giving written notice of termination to the other party if:
(a) the other party commits any material breach of the Contract, and the breach is not remediable; or
(b) the other party commits a material breach of the Contract, and the breach is remediable but the other party fails to remedy the breach within the period of 7 days following the giving of a written notice to the other party requiring the breach to be remedied.
12.3 The Contract shall automatically terminate if the Client dies or, as a result of illness or incapacity, the Client becomes incapable of managing his or her own affairs.
12.4 DML may terminate the Contract immediately by giving written notice to the Client if the Client fails to pay any amount due under the Contract by the due date.
Effects of termination
13.1 Upon the termination of the Contract, all of the provisions of these Terms and Conditions shall cease to have effect, save that the following provisions of these Terms and Conditions shall survive and continue to have effect (in accordance with their express terms or otherwise indefinitely): Clauses 1, 3.8, 7, 10, 13 and 15.
13.2 Except to the extent that these Terms and Conditions expressly provides otherwise, the termination of the Contract shall not affect the accrued rights of either party.
14.1 DML may subcontract any of its obligations under the Contract.
14.2 DML shall remain responsible to the Client for the performance of any subcontracted obligations.
15.1 The Contract may not be varied except by a written document signed by or on behalf of each of the parties.
15.2 The Client hereby agrees that DML may assign DML’s contractual rights and obligations under the Contract to any successor to all or a substantial part of the business of DML from time to time, providing that, if the Client is a consumer, such action does not serve to reduce the guarantees benefiting the Client under the Contract. The Client must not without the prior written consent of DML assign, transfer or otherwise deal with any of the Client’s contractual rights or obligations under the Contract.
15.3 The Terms and Conditions shall constitute the entire agreement between the parties in relation to the subject matter of the Contract, and shall supersede all previous agreements, arrangements and understandings between the parties in respect of that subject matter.
15.4 The Contract shall be governed by and construed in accordance with English law.
15.5 The courts of England shall have exclusive jurisdiction to adjudicate any dispute arising under or in connection with the Contract.
16.1 From time to time we will hold special offer events. These may be online, via magazines, via promotional materials, via our business premisses, etc..
16.2 We will endeavour to include all details of the special offer within the promotional material, however, if adverts are produced by a third party and they have not included the T&Cs we will always confirm at the time of booking or via an email communication when the special offer is or has ended. Sadly, we can not extend the offer after the official offer date.
Last updated 23/12/2020 Ver.2.1.0
The Clinic by Dr. Mayoni respects your privacy and is committed to protecting your personal data. This privacy notice tells you how we look after information you may provide to us about yourself in your dealings with us, both online and offline.
1. Purpose of this notice
This privacy notice explains our approach to any information about yourself that you might supply to us (or that might be collected from you) in your interactions with The Clinic by Dr. Mayoni which contains personal data and sets out your rights in respect of our processing of your personal data.
Please also note that this privacy notice only applies to the use of personal data collected by The Clinic by Dr. Mayoni during your communications with us. It also applies to any communications with our carefully selected service providers that we rely on to carry out
some of our activity, but it does not apply to personal data collected during your communications with third parties.
2. Who are we and what do we do
The Clinic by Dr Mayoni, a beauty and aesthetics practice (for more information about us click here )
The Managing Director of The Clinic by Dr. Mayoni is the data controller responsible for your personal data.
References to (“ we” “ us” or “ our”) in this privacy notice are references to The Clinic by Dr Mayoni.
Dr Mayoni LTD is the trading name of The Clinic by Dr Mayoni, which is an English company.
Our company registration number is 10332053.
Our registered office is at 43 Honor Oak Park, London, SE23 1DZ.
Our VAT registration number is 248970267.
3. How to contact us
If you have any questions about this privacy notice or want to exercise your rights (see Section 13: How to access your information and your other rights), please contact us by:
- please contact us via our contact form [click here]; or
- writing to us at Clinic Manager, The Clinic by Dr Mayoni, 43 Honor Oak Park, London, SE23 1DZ
4. When do we collect personal data?
We collect personal data about you in many different circumstances, most of which involve direct interaction between you and us, but some of which do not. We collect personal data about you:
- When you create an online account with us to use our resources.
- When you engage with us, or about us, and on social media or make any purchases from us
- When you contact us by any means with queries, complaints etc, or you apply for a job with us
- When you ask us to send you information or resources
- When you enter an event or workshop
- When you choose to complete any surveys
- When you participate in any of our marketing and advertising activity or agree to provide any service to us
- When you comment on or review our information
- Any individual may access personal data related to them, including opinions. So if your comment or review includes information about a member of our staff that you dealt with, it may be passed on to them if requested
- When you fill in any forms. For example, if you take part in any treatments, marketing activity or we ask you for permission to feature your image or testimonials in our publicity materials
- When you’ve given a third-party permission to share with us the information they hold about you
- When you have given your consent to share information or where the information is made public as a matter of law
- If you visit our offices which have CCTV systems operated for the security of both our clients, visitors and staff. These systems may record your image during your visit
5. What sort of personal data do we collect?
Personal information may be collected from you in the following ways:
Information you voluntarily provide to us:
We collect and maintain personal data that you voluntarily submit to us during your use of our services, such as treatments or purchases, your use of our website and your other interactions with us (e.g. when registering to receive information from us, signing up as a client, during the course of correspondence and conversations with us, as part of any user support interactions, or if you participate in any marketing activity, communicate with us via social media or apply for a job with us).
In particular, in order to sign up and create an account on our website or to participate in our services (e.g. having a treatment, purchasing a product/voucher) werequest the following personal information from you:
- Date of Birth
- Email address
- Phone number
- A medical consultation form to be filled out
Other than the information which is definitely required to set up your account and participate in treatments with us, you have the flexibility to provide us with as little or as much of this requested information as you like. However, the more information you provide, the more you will get out of your interactions with us.
If you contact us, we may collect additional personal data from you such as your opinion on competitors treatments and activities, social media and services we provide.
Information we collect through your use of our website:
- IP address of device(s) used
- browser type
- operating system and device type
- approximate location (e.g. London)
- access times and dates; and
- referring website addresses
We also collect personal data regarding your use of and activity on our website.
This personal data allows us to deliver more helpful information, services and tools.
Your image may be recorded on CCTV if you visit The Clinic by Dr Mayoni.
Information we collect from third parties:
We may also combine personal data that we collect through your interactions with us with personal data that: a) you have provided to third parties and in respect of which you have given the third-party permission to share with us; and/or b) we have obtained from a public record.
6. What legal grounds do we have for using your personal data?
We will only use your personal data where the law allows us to. Under data protection law, there are various grounds (also referred to as lawful basis or legal basis) on which we can rely when processing your personal data. In some contexts more than one ground applies.
We have summarised these grounds as Contract, Legal Obligation, Legitimate Interests and Consent and outline what those terms mean in the following table:
|Term||Ground for processing||Explanation|
|Contract||Processing is necessary for performance of a contract with you or to take steps at your request to enter a contract.||This covers carrying out our contractual duties and exercising our contractual rights.|
|Legal Obligation||Processing is necessary to comply with our legal obligations||Ensuring we perform our legal and regulatory obligations. For example, health and safety obligations and avoiding unlawful discrimination.|
|Legitimate Interests||Processing is necessary for our or a third party’s legitimate interests.||We or a third party have legitimate interests in carrying on, managing and administering our respective businesses effectively and properly and in connection with those interests processing your data. Your data will not be processed on this basis if our or a third party’s interests are overridden by your own interests, rights and freedoms.|
|Consent||You have given specific consent to processing your data.||Generally we rely on consent as a legal basis for processing your personal data only to send you information about The Clinic by Dr Mayoni via email or text message which you have not specifically asked us for. You have the right to withdraw consent to us sending you this information at any time by contacting us (see How to contact us?).|
7. How and why do we use your personal data?
We have set out below a description of the ways we use your personal data, and which of the lawful grounds for processing we rely on to do so.
Note that we may process your personal data for more than one lawful ground depending on the specific purpose for which we are using your data. Please contact us if you need details about the specific legal ground we are relying on to process your personal data where more than one ground has been set out in the table below.
|Purpose / Activity||Ground for Processing|
|To register you as a new client or user of The Clinic by Dr. Mayoni||Legitimate interests|
|To respond to job applications||Legitimate interests|
|To participate in our activity (e.g. as a case study, a trial subject or as a tester) or provide services to us to support the positive holistic approach to health and beauty that we believe in||Consent Legitimate interests Contract|
|To respond to your communications with us e.g. a general enquiry||Legitimate interests|
|To manage our relationship with you which will include (a) notifying you about changes to our terms or privacy notice (b) asking you to leave a review or take a survey||Legal obligation Legitimate interests|
|To enable you to take part in the services we offer and provide, events and workshops, competitions, competition or complete a survey||Legitimate interests Contract|
|To administer and protect our business and our staff and run the services we provide, including our daily business activities and our website||Legitimate interests Legal obligation|
|To deliver relevant content and other information to you and measure or understand the effectiveness of the information we send to you||Legitimate interests Consent|
|To use data analytics to improve our website, information, resources and user relationships and experiences||Legitimate interests|
|To make suggestions and recommendations to you about information that may be of interest to you e.g. with new treatments or updates on treatments that you’ve had with us before or shown interest via a consultation. If you’d be interested in being a case study to support our positive holistic approach to health and beauty||Legitimate interests|
|We use CCTV in our premises for security and crime prevention||Legitimate interests Legal obligation|
Communications from us
We strive to provide you with choices regarding certain personal data uses, particularly around communications that we may send to you that you have not specifically asked for.
We may use your personal data to form a view on what we think you may want or need, or what may be of interest to you. This is how we decide which information may be relevant for you.
You will receive communications from us about treatments you have booked and/or purchases, newsletters and/or treatmet updates you have requested at The Clinic by Dr Mayoni and via our workshop activity if you have requested information from us when you provided us with your details when you registered on those activities and, in each case, you have not opted out of receiving those communications.
Third party marketing
We will never share your personal data with any company for marketing purposes.
You can ask us to stop sending you communications about our activities at any time by contacting us at any time.
Change of purpose
We will only use your personal data for the purposes for which we collected it, unless we reasonably consider that we need to use it for another reason and that reason is compatible with the original purpose. If you would like an explanation as to how the processing for the new purpose is compatible with the original purpose, please click here to contact us.
If we need to use your personal data for an unrelated purpose, we will notify you and we will explain the legal ground which allows us to do so.
Please note that we may process your personal data without your knowledge or consent, in compliance with the above rules, where this is required or permitted by law.
9. Third party links and services
Our website may contain links to third party websites and services. Please remember that when you use a link to go from our website to another website or you request a service from a third party, this privacy notice no longer applies.
Your browsing and interaction on any other website, or your dealings with any other third party service provider, is subject to that website’s or third party service provider’s own rules and policies.
We do not monitor, control, or endorse the privacy practices of any third parties.
We encourage you to become familiar with the privacy practices of every website you visit or third party service provider that you deal with and to contact them if you have any questions about their respective privacy policies and practices.
This privacy notice applies solely to personal data collected by us through our website and does not apply to these third party websites and third party service providers.
10. Transfers outside the EEA
The remit of our business is within Great Britain, and so there is generally no need for us to transfer your personal data outside the EEA. However, a small number of our external third party providers (such as HealthXchange Pharmacy, the pharmacy that we use to provide some clients, on request, for the purchase of products) are based outside the European Economic Area (EEA) so their processing of your personal data will involve a transfer of data outside the EEA.
Whenever we transfer your personal data out of the EEA, we ensure a similar degree of protection is afforded to it by ensuring at least one of the following safeguards is implemented:
- We will only transfer your personal data to countries that have been deemed to provide an adequate level of protection for personal data by the European Commission.
- We may use specific contracts approved by the European Commission which give personal data the same protection it has in Europe.
- Where we use providers based outside the EEA, we may transfer data to them if they are part of the Privacy Shield which requires them to provide similar protection to personal data shared between the Europe and countries outside the EEA.
If you want more information on the specific mechanism used by us when transferring your personal data out of the EEA, please click here to contact us .
11. How long do we keep your personal information for?
We will only keep your personal data for as long as is necessary for our purposes. In considering how long to keep personal data, we will take into account its relevance to our business and our legal and regulatory obligations.
The Clinic by Dr Mayoni will keep records for 1 year after your last interaction with us (e.g. your last treatment, purchase of product or voucher, job application, social media interactions) except where there may be a legal obligation to keep your records for longer. Contact us (see Section 3: How to contact us) if you would like to see a copy of our retention policy, which contains more information.
12. Confidentiality and security of your personal information
We are committed to keeping the personal information you provide us secure and we will take reasonable precautions to protect your personal information from loss, misuse or alteration.
We have implemented information security policies, rules and technical measures to protect the personal information that we have under our control from:
- unauthorised access;
- improper use or disclosure;
- unauthorised modification; and
- unlawful destruction or accidental loss.
All our employees and data processors (i.e. those who process your personal data on our behalf, for the purposes listed above), who have access to, and are associated with the processing of personal data, are obliged to respect the confidentiality of the personal data of all users of our website and anyone else we may hold personal data about.
13. How to access your information and your other rights
You have the following rights in relation to the personal information we hold about you:
Your right of access.
If you ask us, we’ll confirm whether we’re processing your personal data and, if so, provide you with a copy of that personal data (along with certain other details). If you require additional copies, we may need to charge a reasonable fee.
Your right to rectification.
If the personal data we hold about you is inaccurate or incomplete, you’re entitled to have it rectified. If we’ve shared your personal data with others, we’ll let them know about the rectification where possible. If you ask us, where possible and lawful to do so, we’ll also tell you who we’ve shared your personal data with so that you can contact them directly.
Your right to erasure.
You can ask us to delete or remove your personal data in some circumstances such as where we no longer need it or you withdraw your consent (where applicable). If we’ve shared your personal data with others, we’ll let them know about the erasure where possible. If you ask us, where possible and lawful to do so, we’ll also tell you who we’ve shared your personal data with so that you can contact them directly.
Your right to restrict processing.
You can ask us to ‘block’ or suppress the processing of your personal data in certain circumstances such as where you contest the accuracy of that personal data or object to us processing it. It won’t stop us from storing your personal data though. We’ll tell you before we lift any restriction. If we’ve shared your personal data with others, we’ll let them know about the restriction where possible. If you ask us, where possible and lawful to do so, we’ll also tell you who we’ve shared your personal data with so that you can contact them directly.
Your right to data portability.
You have the right, in certain circumstances, to obtain personal data you’ve provided us with (in a structured, commonly used and machine-readable format) and to re-use it elsewhere or ask us to transfer this to a third party of your choice.
Your right to object.
You can ask us to stop processing your personal data, and we will do so, if we’re:
- relying on our own or someone else’s legitimate interests to process your personal information except if we can demonstrate compelling legal grounds for the processing;
- processing your personal data for direct marketing; or
- processing your personal data for research unless such processing is necessary for the performance of a task carried out in the public interest.
Your rights in relation to automated decision-making and profiling.
You have the right not to be subject to a decision when it’s based on automatic processing, including profiling, and it produces a legal effect or similarly significantly affects you unless such profiling is necessary for entering into, or the performance of, a contract between you and us.
Your right to withdraw consent.
If we rely on your consent as our legal basis for processing your personal data, you have the right to withdraw that consent at any time (click here to contact us).
Your right to lodge a complaint with the supervisory authority.
If you have a concern about any aspect of our privacy practices, including the way we’ve handled your personal data, you can report it to the UK Information Commissioner’s Office (ICO). The Clinic by Dr. Mayoni is registered with the UK ICO, and our data protection registration number is ZA226603. You can find details on how to contact the ICO at their website at https://ico.org.uk/concerns/ or by calling their helpline on 0303 123 1113.
14. Changes to this privacy notice
We may make changes to this privacy notice from time to time and you should tell us if your information changes.
To ensure that you are always aware of how we use your personal data we will update this privacy notice from time to time to reflect any changes to our use of your personal data. We may also make changes as required to comply with changes in applicable law or regulatory requirements. We may notify you by email of any significant changes. However, we encourage you to review this privacy notice periodically so that you are aware of how we use your personal data.
15. Changes to your information
It is important that the personal data we hold about you is accurate and current. Please contact us to tell us of your personal data changes during your relationship with us.
This policy was last updated by CF on 24/05/18 v1.0.1
Acceptable Use Policy
This is our acceptable use policy. If you use our website, it means that the policy applies to you and that you agree with it as part of our website terms and conditions.
We may change these terms, so we expect you to check this page from time to time as the changes will be binding on you. There may also be changes elsewhere on our site.
1. What you must not do
You must not use the site to do any of the following:
break any laws or regulations
do anything fraudulent, or which has a fraudulent effect
harm or attempt to harm minors
do anything with material that does not meet our content standards (these are listed below)
do anything with unsolicited advertising material (known as spam)
transmit any data or material that is harmful to other programs, software, or hardware (for example, viruses, Trojan horses, worms, etc)
copy in any way or re-sell any part of our site (unless we allow it under our website terms)
interfere with or damage any part of our site, equipment, network, software or storage arrangements.
2. Content Standards
Here are our content standards. They apply to all material that you contribute to our site and to all interactive services.
You must follow these standards carefully, but please also follow the spirit of them.
Your contributions must be:
accurate (if they are factual)
genuine (if they state opinions)
within the law.
Your contributions must not be:
defamatory, obscene or offensive
likely to deceive, harass, annoy, threaten, or invade someone else’s privacy.
And they must not:
promote material that is sexually explicit
promote violence, or discrimination based on race, sex, religion, nationality, age, disability, or sexual orientation
infringe anyone else’s intellectual property
be used to impersonate anyone, or misrepresent anyone’s identity
encourage or assist anything that breaks the law.
3. Suspension and termination
If we think you have breached this policy, we will take whatever steps we think are necessary.
These might include:
stopping your use of the site temporarily or permanently
removing material you have put on the site
sending you a warning
taking legal action
telling the right authorities.
We exclude legal responsibility and cost for actions we take to deal with your breach of our policy.
4. Contact us
If you have any questions about this Acceptable Use Policy or want to exercise your rights, please contact us.
Making a complaint
Please find below details of our complaints policy.
Dr Mayoni Limited strive to provide high quality services that are safe and effective. Should we not meet this, we are committed to resolving issues or concerns about the service to ensure the patient is satisfied.
We believe that we are able to learn from all complaints and continually improve the quality of the care and service that we deliver.
This policy outlines the commitment to treat all complaints and concerns about the service provided.
Information about the complaints process is available to all patients so that are able to raise any concerns.
The policy applies to complaints made against services or staff at Dr Mayoni Limited and those against independent health practitioners with practice and privileges rights at the location.
The purpose of the policy is to:
Establish a clear process within complaints so that they can be managed and properly investigated in a non-judgemental, appropriate and timely manner
Enable staff at Dr Mayoni Clinic to sympathetically manage complaints at a local level
Ensure that patients know how to complain
Ensure that patients feel confident that their complaint will be dealt with seriously, investigated appropriately and findings will be learned from
Compliance with this policy will ensure that patients will meet the standards of the:
Regulations of the Health and Social Care Act 2008 (regulated activities) Regulations 2014
Independent sector code of practice management of patient complaints
Roles and Responsibilities
The manager is responsible for investigating complaints. All staff will incident report all complaints and inform the manager.
Who can make complaint?
A complaint can be made by a person who has directly been affected by an omission or action
A complaint can be made on behalf of a person following them using the service
How can a complaint be made?
A complaint can be made:
By telephone or in person and made verbally. In any case a written record of the complaint that describes the issues requiring investigation must be kept. This must be agreed with the complainant and ideally signed.
In writing either by email or by letter. This should be addressed to the manager.
There is a two-stage process.
Stage 1 – Local Resolution:
A complaint made at the facility within 6 months of the event or as soon as the matter first came to the attention of the complainant, a written acknowledgement will be provided within two working days upon receipt of the complaint, unless the full response can be sent within three working days.
Dr Mayoni Limited will offer to discuss the complaint at a time agreed with the patient, either by telephone, face-to-face meeting, letter or email.
Dr Mayoni Limited will inform to the client about how the complaint will be handled and the likely time that the investigation will take to be completed. If they do not wish to discuss the complaint, we will still inform them of the expected timescale for completing the process.
The overall process for the final response should be completed within four weeks of receiving the complaint.
If the complainant wishes to receive a written response it should address the matter, acknowledging all points raised by the complainant. The response should include an explanation of how the complaint has been considered, the conclusions reached in respect of each specific part of the complaint, details of any necessary remedial action and any actions taken or that will be taken as a result of the complaint. The complainant should be informed at the end of the letter how to access the next stage of the complaints process if the complainant remains unsatisfied.
Stage 2 – Independent Review:
If the complainant is dissatisfied, they should have the option to escalate their complaint to the Independent Sector Complaints Adjudication Service (ISCAS). Complaints to ISCAS should be in writing within 6 months of the final response letter received at stage 1.
The complaint will be kept on file / database and maintained to include all details of the investigation and outcome by the manager.
Dr Mayoni Limited will hold a comprehensive record of any investigations including correspondence such as emails, letters and telephone discussions with time and date stamps where possible.
Any actions implemented to improve the service as a consequence of a complaint should be recorded.
Learning from Complaints
The objective of the complaints procedure is not to apportion blame but to investigate the complaint with the aim to satisfy the complainant and learn from lessons for improvements in delivering a safe and responsive service.
Recommendations made as a result of the investigation or any findings made by the manager should be addressed accordingly.