Lumora Wellness Ltd (“Lumora”, “we”, “our”, or “us”) is committed to protecting and respecting your privacy.
This Privacy Policy explains how we collect, use, store, share, and protect your personal information when you:
Visit our website
Contact us
Book consultations or treatments
Purchase products or services
Complete forms
Subscribe to marketing communications
Engage with us via social media, WhatsApp, email, telephone, or other communication channels
Attend appointments at Lumora Wellness Ltd
Lumora Wellness Ltd processes personal data in accordance with applicable UK data protection legislation, including:
UK General Data Protection Regulation (“UK GDPR”)
Data Protection Act 2018
Privacy and Electronic Communications Regulations (“PECR”)
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WHO WE ARE
Data Controller:
Lumora Wellness Ltd
Email: contact@lumorawellness.co.uk
Phone: 07364 183 785
Website: www.lumorawellness.co.uk
If you have any questions regarding this Privacy Policy or your personal data, please contact us using the details above.
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WHAT DATA WE COLLECT
We may collect and process the following categories of personal data:
– Personal Identification Information
Full name
Date of birth
Gender
Postal address
Email address
Telephone number
Emergency contact information
– Medical & Health Information
Where relevant to treatment or consultation services, we may collect:
Medical history
Allergies
Medications
Health conditions
Lifestyle information
Treatment history
Pregnancy or breastfeeding status
Skin concerns and assessments
Consultation notes
Clinical photographs
Treatment records
This information may constitute “special category data” under UK GDPR.
– Appointment & Transaction Information
Appointment history
Products or services purchased
Payment information
Finance application information (where applicable)
Booking communications
– Marketing & Communications Data
Marketing preferences
Email engagement
Communication history
Survey responses
Reviews or testimonials
– Technical & Website Usage Data
IP address
Browser type
Device information
Website usage behaviour
Cookie data
Location data where enabled
Analytics information
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HOW WE COLLECT YOUR DATA
We collect data in several ways, including:
– Directly From You
You may provide information when you:
Complete forms on our website
Book appointments
Attend consultations
Contact us by phone, email, WhatsApp, social media, or online chat
Subscribe to marketing
Purchase products or services
Complete consent forms or medical questionnaires
Leave reviews or testimonials
– Automatically Through Website Technology
We may collect technical data automatically through:
Cookies
Analytics tools
Website tracking technologies
Advertising and remarketing technologies
– Through Third-Party Systems & Providers
We may receive information through trusted service providers used to operate the business.
This includes:
CRM and clinic management systems
Payment providers
Finance providers
Booking systems
Marketing platforms
Analytics providers
Lumora Wellness Ltd currently uses Pabau as part of its clinic management and CRM infrastructure. Pabau acts as a data processor on behalf of Lumora Wellness Ltd and may process appointment, communication, consultation, treatment, medical, and payment-related information for operational purposes. Lumora Wellness Ltd takes reasonable steps to ensure that third-party providers used by the business maintain appropriate GDPR and data security standards.
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HOW WE USE YOUR DATA
We process personal data for lawful business and clinical purposes including:
– To Provide Services
Managing appointments and bookings
Delivering consultations and treatments
Maintaining medical records
Assessing treatment suitability
Monitoring treatment progress
Providing aftercare and support
– To Operate Our Business
Managing accounts and payments
Preventing fraud
Responding to enquiries
Improving our services
Internal administration and record keeping
Staff training and quality control
– Marketing & Communications
Where permitted by law or where consent has been obtained, we may use your information to:
Send promotions or offers
Share updates and clinic news
Provide wellness and skincare content
Notify you of products or services you may be interested in
You may opt out of marketing communications at any time.
– Legal & Regulatory Purposes
We may process your information where necessary for:
Legal obligations
Insurance purposes
Complaint handling
Regulatory compliance
Defending legal claims
Professional standards and safety
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LAWFUL BASIS FOR PROCESSING
Under UK GDPR, we rely on lawful bases including:
Consent
Contractual necessity
Legal obligations
Legitimate interests
Provision of healthcare or wellness-related services
Where special category medical information is processed, this is done:
With your explicit consent
For healthcare and treatment purposes
For health and safety obligations
Where otherwise permitted under UK data protection law
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HOW WE STORE & PROTECT YOUR DATA
Lumora Wellness Ltd takes reasonable technical and organisational measures to protect personal data against unauthorised access, misuse, disclosure, loss, alteration, or destruction.
Security measures may include:
Secure cloud-based systems
Password-protected software and devices
Restricted staff access
Confidentiality obligations
Encryption and security controls
Secure payment processing
Staff training and internal procedures
Your information may be stored electronically and/or physically.
We use reputable third-party providers to assist with business operations, including Pabau, which stores and manages clinical, appointment, and communication-related information on our behalf.
While Lumora Wellness Ltd takes reasonable steps to protect personal data, no method of electronic storage, transmission, or internet communication can be guaranteed to be completely secure.
By engaging with our services, you acknowledge and accept this inherent risk.
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DATA RETENTION
Lumora Wellness Ltd retains personal data only for as long as reasonably necessary for lawful business, regulatory, insurance, safety, and clinical purposes.
Retention periods may vary depending on:
Legal obligations
Insurance requirements
Clinical record obligations
Complaint handling
Regulatory guidance
Ongoing treatment history
Business and operational requirements
Clinical and treatment records may be retained for extended periods in accordance with professional guidance, insurance requirements, and legal obligations.
Where data is no longer required, it will be securely deleted, anonymised, archived, or destroyed in accordance with applicable data protection requirements.
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SHARING YOUR DATA
Lumora Wellness Ltd does not sell personal information.
We may share information where reasonably necessary with:
Payment providers
Finance providers
Insurance providers
Professional advisers
Software and CRM providers
IT support providers
Marketing and analytics providers
Regulatory authorities
Legal and law enforcement bodies where required
Third-party providers are expected to process personal data securely, confidentially, and in accordance with applicable data protection legislation.
Where third-party providers act as data processors on behalf of Lumora Wellness Ltd, reasonable contractual and organisational safeguards are implemented where appropriate.
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FINANCE APPLICATIONS
Where finance options are offered and you choose to apply for finance, your information may be shared with approved finance providers or lenders.
This will only occur with your knowledge and consent.
You should review the lender’s own privacy policy regarding how they process your information.
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MARKETING
Lumora Wellness Ltd may send you marketing communications where:
You have provided consent
You have enquired about services
You have previously purchased services and marketing is permitted under applicable law
Marketing may include:
Promotions
Newsletters
Service updates
Educational content
Product recommendations
Event invitations
You may unsubscribe or opt out at any time by:
Clicking the unsubscribe link
Contacting the clinic directly
Updating your communication preferences
We do not knowingly market to individuals under 18.
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WHATSAPP & THIRD-PARTY COMMUNICATION PLATFORMS
If you contact Lumora Wellness Ltd via WhatsApp, Instagram, Facebook Messenger, or other third-party platforms, your information may also be processed by those providers in accordance with their own privacy policies.
By communicating with us through these platforms, you acknowledge that:
Communications may not be fully secure
Data may be processed outside the UK
Third-party providers may independently process your information
Lumora Wellness Ltd does not control external platform privacy practices
Information shared through these channels will only be used by Lumora Wellness Ltd for legitimate business, appointment, consultation, treatment, or customer service purposes.
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PHOTOGRAPHS, VIDEOS & CLINICAL IMAGERY
Lumora Wellness Ltd may collect photographs, videos, scans, and treatment imagery for:
Clinical records
Treatment assessment
Monitoring progress
Training and education
Marketing and promotional purposes
Where legally required, separate consent will be obtained before using identifiable imagery for marketing.
Patients may withdraw marketing consent at any time; however:
Withdrawal does not apply retrospectively to content already lawfully published
Anonymous or non-identifiable imagery may continue to be retained for clinical records
Clinical imagery forms part of the patient record.
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YOUR DATA PROTECTION RIGHTS
Under UK GDPR, you may have rights including:
– Right of Access
You may request copies of your personal data.
– Right to Rectification
You may request correction of inaccurate or incomplete information.
– Right to Erasure
You may request deletion of personal data under certain circumstances.
– Right to Restrict Processing
You may request restriction of processing in certain circumstances.
– Right to Object
You may object to certain forms of processing.
– Right to Data Portability
You may request transfer of your information to another organisation where applicable.
– Right to Withdraw Consent
Where processing relies on consent, you may withdraw consent at any time.
Requests may be subject to:
Identity verification
Legal obligations
Medical record retention requirements
Regulatory obligations
Professional obligations
We will aim to respond to valid requests within one month.
To exercise your rights, contact:
Email: contact@lumorawellness.co.uk
Phone: 07364 183 785
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COOKIES
Cookies are small text files placed on your device when visiting a website.
Lumora Wellness Ltd uses cookies and similar technologies to:
Improve website functionality
Analyse website traffic
Understand user behaviour
Improve user experience
Support advertising and remarketing
Some website features may not function properly if cookies are disabled.
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TYPES OF COOKIES WE USE
– Essential Cookies
Required for core website functionality.
– Functionality Cookies
Allow the website to remember preferences and settings.
– Analytics Cookies
Help us understand how visitors use the website.
– Advertising & Remarketing Cookies
Used to deliver relevant advertisements and measure marketing effectiveness.
Third-party providers may also place cookies on your device.
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MANAGING COOKIES
You may control cookies through your browser settings.
You can:
Disable cookies
Delete stored cookies
Restrict tracking technologies
Please note that disabling cookies may affect website functionality.
For more information regarding cookies, visit:
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LINKS TO OTHER WEBSITES
Our website and social media platforms may contain links to third-party websites.
This Privacy Policy applies only to Lumora Wellness Ltd.
We are not responsible for the privacy practices, security, or content of external websites.
You should review the privacy policies of any third-party sites you visit.
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INTERNATIONAL DATA TRANSFERS
Some third-party providers used by Lumora Wellness Ltd may process data outside the UK.
Where international transfers occur, we will take reasonable steps to ensure appropriate safeguards are in place in accordance with UK GDPR requirements.
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CHILDREN’S PRIVACY
Lumora Wellness Ltd does not knowingly collect personal data from children under 18 except where legally permitted and clinically appropriate.
Where treatment of minors is permitted, parental or guardian involvement and consent may be required.
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CCTV & CLINIC SECURITY
For safety, security, insurance, staff protection, and crime prevention purposes, CCTV may operate in certain public areas of the clinic.
CCTV footage may be:
Monitored
Recorded
Retained for a limited period
Shared with authorities, insurers, or legal advisers where reasonably necessary
CCTV is not used in treatment rooms where privacy would reasonably be expected unless expressly stated otherwise.
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CHANGES TO THIS PRIVACY POLICY
Lumora Wellness Ltd reserves the right to update this Privacy Policy at any time.
Updated versions will be published on our website.
We recommend reviewing this policy periodically.
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CONTACTING US
If you have questions regarding this Privacy Policy or your personal data, please contact:
Lumora Wellness Ltd
Email: contact@lumorawellness.co.uk
Phone: 07364 183 785
Website: www.lumorawellness.co.uk
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COMPLAINTS
If you are dissatisfied with how your data has been handled, you may contact the Information Commissioner’s Office (“ICO”).
Website:
https://ico.org.uk
Helpline:
0303 123 1113
Address:
Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
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© Lumora Wellness Ltd – All Rights Reserved