fbpx

PRIVACY POLICIES

Dr Kay Clinic (“we,” “us,” or “our”) is committed to protecting and respecting your privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you visit our website www.drkayclinic.com (the “Site”), as well as your choices regarding your information. Please read this policy carefully to understand our views and practices regarding your personal data and how we will treat it.

1. Information We Collect

Personal Data

We may collect and process the following personal data about you:

Contact Information: Includes your name, email address, phone number, and address.
Medical Information: Includes health information you provide through our consultation forms or during your visits.
Billing Information: Includes payment details, billing address, and other information necessary to process payments.
Technical Data: Includes your IP address, browser type, operating system, and other technical details when you visit our Site.
Usage Data: Information about how you use our Site, such as the pages you visit and the links you click.

Non-Personal Data

We may collect non-personal data that does not identify you individually. This includes aggregated data or anonymised data.

2. How We Use Your Information

We use the information we collect for various purposes, including:

• To Provide Services: To deliver the aesthetic and medical services you request and manage your appointments.
• To Improve Our Services: To enhance our services and ensure the Site is presented in the most effective manner.
• To Communicate with You: To respond to your enquiries, send you important information regarding your services, and provide you with marketing communications.
• To Process Payments: To process your payments for our services and manage billing.
• To Ensure Security: To protect our Site and systems and prevent fraud.
• To Comply with Legal Obligations: To comply with applicable laws and regulations, including CQC (Care Quality Commission) requirements.

3. How We Share Your Information

We may share your information with:

• Service Providers: Third-party service providers who assist us in operating our Site, conducting our business, or providing services to you.

• Medical Professionals: As required to deliver your care, we may share information with other medical professionals involved in your treatment.
• Legal and Regulatory Authorities: When required by law, we may disclose your information to authorities to comply with legal obligations.
• Business Transfers: In the event of a merger, acquisition, or sale of all or a portion of our assets, your personal data may be transferred to the new entity.

4. Data Security

We have implemented appropriate technical and organisational measures to safeguard your personal data against unauthorised access, alteration, disclosure, or destruction. However, please note that no method of transmission over the Internet or method of electronic storage is 100% secure, and we cannot guarantee its absolute security.

5. Your Data Protection Rights

You have the following rights regarding your personal data:

• Right to Access: You can request a copy of the personal data we hold about you.
• Right to Rectification: You can request corrections to any inaccurate or incomplete data.
• Right to Erasure: You can request the deletion of your personal data under certain conditions.
• Right to Restrict Processing: You can request that we restrict the processing of your data under certain circumstances.
• Right to Data Portability: You can request that we transfer your data to another organisation, or directly to you, under certain conditions.
• Right to Object: You can object to our processing of your personal data. To exercise any of these rights, please contact us at the details provided below.

6. Cookies and Tracking Technologies

Our Site uses cookies and similar tracking technologies to enhance your browsing experience and analyse site traffic. Cookies are small text files stored on your device that help us recognise you when you return to our Site. You can control the use of cookies through your browser settings, but please note that disabling cookies may affect your experience on our Site.

7. Third-Party Links

Our Site may contain links to third-party websites. We are not responsible for the privacy practices or the content of these external sites. We encourage you to review the privacy policies of any third-party websites you visit.

8. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or for other operational, legal, or regulatory reasons. We will notify you of any significant changes by posting the new Privacy Policy on our Site.

9. Contact Us

If you have any questions about this Privacy Policy or wish to exercise your data protection rights, please contact us:

Dr Kay Clinic
Address: 36 Devonshire Road, Chiswick High Street, London W4 2HD
Email: info@drkayclinic.com
Phone: 0203 576 2577

 

 

REFUND POLICY

At Dr Kay Clinic, we strive to provide the highest quality of care and service to all our clients. As a CQC registered and doctor-led clinic in London, your safety, satisfaction, and well-being are our top priorities. Before deciding to proceed with any treatment(s), please review our refund policy below to understand our practices and procedures regarding refunds.

1. Consultation Fees

– Non-Refundable: Fees for consultations are non-refundable. This includes initial consultations, follow-up consultations, and any specialist consultations.

– Rescheduling: Consultations can be rescheduled with at least 24 hours’ notice without penalty. Failureto provide 24 hours’ notice may result in a forfeiture of the consultation fee.

2. Treatment Packages

– Prepaid Packages: Refunds for prepaid treatment packages are available if no treatments from the package have been used. A 10% administrative fee will be deducted from the refund amount.

– Partially Used Packages: If some treatments within a package have been used, the refund will be calculated based on the cost of individual treatments used, deducted from the total package price, and subject to a 10% administrative fee.

3. Single Treatments

– Non-Surgical Treatments: Refunds for non-surgical treatments (such as Botox, fillers, chemical peels, etc.) are not available once the treatment has been administered.

– Surgical Treatments: Refund for surgical treatments is not available once the treatment has been administered.

4. Skin Care Product Purchases

Refunds are not available for skincare products due to hygiene and safety reasons.

5. Treatment Dissatisfaction

– Results: We strive to achieve the best possible results; however, individual outcomes may vary. Dissatisfaction with the results of a treatment does not constitute a valid reason for a refund. Complimentary touch-up sessions or corrective procedures may or may not be offered at the discretion of the treating physician.

– Adverse Reactions: If an adverse reaction occurs following a treatment, we will offer appropriate medical intervention at no additional cost. There is no refund available in case of adverse reactions.

6. Cancellation Policy

– Non-Surgical Treatment Cancellations: Cancellations made at least 24 hours before a scheduled treatment will receive a full refund or the opportunity to reschedule without penalty. There is no refund available if cancellations made less than 24 hours before the appointment.

– Surgical Treatment Cancellations: There is no refund available if cancellation made less than 7 days before the treatment date.

– No-Shows: Clients who do not attend a scheduled appointment without prior notice will forfeit their treatment fee.

7. Special Circumstances

– Medical Conditions: If a medical condition arises that precludes you from continuing with a prepaid treatment plan, a prorated refund may be provided, subject to a 10% administrative fee and approval by our medical director.

Contact Us For any further questions, please contact our reception team at 0203 576 2577or via email at info@drkayclinic.com. We aim to respond to all inquiries within 3 business days.

Policy Updates

This refund policy is subject to change. Any changes will be posted on our website and will take effect immediately upon posting. Thank you for choosing Dr Kay Clinic. Your trust and satisfaction are important to us. This policy is effective as of 01 January 2024.

 

 

COMPLAINTS  POLICY

Complaints Lead

The Complaints Lead at Dr Kay Clinic is: Dr Arash Khademi

New Complaints Principles

1. All patient feedback is important to us.
2. We want to make it easy for patients to raise a concern or complain, if they need to.
3. We follow a complaints procedure and keep patients informed.
4. We will try to answer all patient questions, and any concerns raised.
5. We want patients to have a positive experience of making a complaint.
6. Patient feedback helps us to improve our service.

Complaints

The formal complaints procedure is intended to ensure that all complaints are handled fairly, consistently, and wherever possible resolved to the complainant’s satisfaction.

Dr Kay Clinic’s Responsibilities

• Acknowledge the complaint in writing.
• Respond within a stated period of time.
• Deal reasonably and sensitively to the complaint.
• Take action where appropriate.

Complaints Procedure

Stage 1
Resolve informally.

Stage 2
If the complaint cannot be resolved informally, a formal complaint may be made.
a) A formal complaint can be made either verbally or in writing.
b) The complaint is acknowledged within 3 working days of receiving it.
d) The complaint is investigated, and any conclusions reached will be discussed with the staff member involved and the clinic owner, Dr Arash Khademi.
e) The complainant shall receive a notice of the investigation outcome within 20 working days of the complaint being received.

Stage 3
If the complainant is not satisfied with the complaint outcome, they can be referred to The Centre for Effective Dispute Resolution (CDER), a membership mediation service for handling complaints. The decision of CDER will be final.

Centre for Effective Dispute Resolution
Contact Details:
Address:100 St Paul’s Churchyard, London, EC4m 8BU
Website: https://www.cedr.com (Online form available)
Telephone: 020 7536 6000

 

Book Your Appointment

It’s easy to book your consultation with us in the way that suits you best. 

A comprehensive patient oriented aesthetic centre committed to providing superb patient care. Our targets are to improve our clients’ sense of confidence, personal fulfilment, and quality of life.

Instagram
× Live Chat