Privacy Policy
Last updated: September 2026
At Soothe Skin Health & Wellness, your privacy matters to us.
As a skin health and wellbeing business, you may trust us with information about your health, medical history and personal circumstances, as well as your everyday contact details. We recognise that some of this information is particularly sensitive, and we take our responsibility to look after it seriously.
This Privacy Policy explains what information we collect, why we collect it, how we use and protect it, how long we keep it, and your rights in relation to your personal information.
1. Who we are
Soothe Skin Health & Wellness, formerly known as Soothe Luxury Skincare & Spa, is the trading name of Soothe Limited, a company registered in England and Wales under company number 08406702.
We have been trading from our West Bridgford premises since 2013.
Our trading address
Soothe Skin Health & Wellness
103 Melton Road
West Bridgford
Nottingham
NG2 6ET
United Kingdom
Our registered office
Soothe Limited
Creation House
Lilac Grove
Beeston
Nottingham
NG9 1QX
United Kingdom
For the purposes of UK data protection law, Soothe Limited is the data controller responsible for the personal information described in this Privacy Policy.
If you have any questions about this policy or how we use your personal information, please contact us:
Email: info@soothe-therapies.com
Website: www.soothe-therapies.com
2. What information we collect
The information we collect depends on how you interact with Soothe and the services or treatments you receive.
We may collect:
- your name, address, telephone number and email address;
- your date of birth;
- appointment and booking history;
- treatments, services and products purchased;
- consultation forms and treatment records;
- payment and transaction information;
- correspondence with us, including emails and messages;
- treatment and skincare preferences;
- information you choose to share with your therapist;
- marketing and communication preferences;
- photographs taken before, during or after treatment, where appropriate;
- website usage and technical information, such as your IP address, browser type and cookie information;
- CCTV images when you visit our reception area; and
- details of a parent or guardian where a client is under 18.
We aim only to collect information that is reasonably necessary for providing our services, looking after our clients and operating Soothe.
3. Health, medical and treatment information
To provide safe, appropriate and effective treatments, we may need to ask you about your health and medical history.
This may include information about:
- medical conditions and relevant medical history;
- allergies and sensitivities;
- medication;
- pregnancy or breastfeeding;
- cancer or cancer treatment;
- skin conditions and concerns;
- previous reactions to skincare products or treatments;
- Botox, dermal fillers, skin boosters, injectables or other aesthetic procedures;
- plastic surgery or other relevant surgery;
- previous aesthetic, beauty or skincare treatments; and
- any other health information that may affect the safety or suitability of a treatment.
Health information is considered special category personal data under UK data protection law and receives additional protection.
We only ask for health information that we reasonably believe is relevant to providing your treatment safely, assessing contraindications, tailoring your treatment and fulfilling our duty of care.
Where appropriate, we may ask for your explicit consent to process health information. We may also retain and use relevant information where necessary for the establishment, exercise or defence of legal claims.
If you choose not to provide information that we reasonably require to determine whether a treatment is safe or suitable for you, we may be unable to provide that treatment.
It is important that you tell us if your health, medication, pregnancy status or other relevant circumstances change between appointments.
4. Consultation and treatment records
We maintain consultation and treatment records so that we can provide safe, consistent and personalised care.
These records may include:
- information provided during your consultation;
- contraindications or precautions;
- products used;
- treatment settings and protocols;
- areas treated;
- your skin’s response to treatment;
- aftercare provided;
- treatment outcomes;
- relevant conversations or recommendations;
- adverse reactions or incidents; and
- photographs where these form part of your treatment record.
These records may be accessed by appropriately authorised members of the Soothe team where necessary to provide your treatment or manage your client record.
5. Before-and-after photographs
For some treatments, we may take photographs to document your skin, treatment journey and results.
Where photographs form part of your treatment record, they are treated as confidential client information and stored securely.
We will not use identifiable client photographs for marketing, advertising, social media, our website, training or other promotional purposes without appropriate permission from you.
Permission to use photographs for marketing or promotional purposes is separate from consent to treatment.
You are free to decline marketing photography without this affecting the treatment or care you receive from Soothe.
6. How we use your information
We may use your personal information to:
- manage appointments and bookings;
- provide consultations, treatments and skincare advice;
- assess whether a treatment is appropriate and safe for you;
- personalise your treatment;
- maintain accurate consultation and treatment records;
- contact you about appointments;
- send appointment confirmations and reminders;
- process payments and refunds;
- provide aftercare and follow-up support;
- respond to enquiries, feedback and complaints;
- maintain appropriate records for insurance, regulatory and legal purposes;
- manage our relationship with you as a client;
- improve our treatments, services and client experience;
- manage and protect our website and technology;
- protect our clients, team and premises;
- prevent or investigate fraud, misuse or security incidents; and
- send marketing communications where we are permitted to do so.
7. Our lawful bases for using your information
UK data protection law requires us to have a lawful basis for processing your personal information.
Depending on the circumstances, we may rely on one or more of the following:
Contract
Where processing is necessary to provide a service you have requested, such as arranging an appointment, providing a treatment or processing a payment.
Consent
Where you have actively agreed to a particular use of your information, such as certain marketing communications or the use of photographs for promotional purposes.
Where we rely on consent, you have the right to withdraw that consent.
Legitimate interests
Where processing is reasonably necessary for the operation and protection of Soothe, maintaining appropriate client records, providing a high standard of service or protecting our business, provided that your interests and fundamental rights do not override those interests.
Legal obligation
Where we need to process or retain information to comply with a legal obligation.
Legal claims
Where information needs to be retained or processed for the establishment, exercise or defence of legal claims.
Where we process health information or other special category personal data, we also identify an appropriate condition under UK data protection law that permits us to process that information.
8. Appointments and Phorest
We use Phorest as our salon management, booking and client relationship management system.
Phorest may be used to manage information including:
- your contact details;
- appointments and booking history;
- consultation information;
- treatment history;
- client notes;
- photographs associated with your client or treatment record;
- communications;
- marketing preferences; and
- other information necessary to manage your relationship with Soothe.
We take reasonable steps to ensure that organisations processing information on our behalf have appropriate data protection and security measures in place.
9. Payments
Payments may be processed using PhorestPay.
Our payment providers process the information necessary to authorise and complete transactions securely.
Soothe does not need to retain complete payment card details within your ordinary client record where these are handled securely by the payment provider.
We may retain transaction information such as the amount paid, date, payment method, refund information and the associated appointment, treatment or purchase for accounting and business purposes.
10. Marketing communications
If you choose to receive news, skincare advice, treatment information, offers, event invitations or other marketing communications from Soothe, we may contact you using the details you have provided.
We currently use Phorest to help us manage client communications and marketing.
Where your consent is required for marketing, you can withdraw it at any time.
You can unsubscribe using the option provided within our marketing communications or contact us at:
info@soothe-therapies.com
Stopping marketing communications will not prevent us from sending essential service communications relating to an appointment, treatment, payment or other existing relationship with you.
11. Our website and cookies
Our website is built using WordPress.
Like many websites, our website may use cookies and similar technologies.
Cookies are small files placed on your device which can help a website function correctly, remember preferences and provide information about how the website is being used.
Some cookies are necessary for the website to operate and do not require your consent.
Other cookies, including certain analytics, advertising or tracking cookies, may require your consent before they are used.
Where required, you will be given the opportunity to accept or reject non-essential cookies through our website’s cookie controls.
You can also adjust cookie settings through your web browser.
Further information about the specific cookies and technologies used on our website should be available through our Cookie Policy or cookie settings.
12. CCTV
CCTV operates within the reception area at Soothe.
We use CCTV for legitimate safety and security purposes, including:
- protecting our clients and team;
- protecting our premises and property;
- preventing and detecting crime; and
- investigating security or safety incidents where necessary.
CCTV does not operate in our treatment rooms.
Access to CCTV recordings is restricted.
Footage will only be retained for as long as reasonably necessary unless it is required in connection with a particular incident, complaint, investigation, insurance matter or legal claim.
13. Clients under 18
Soothe provides certain age-appropriate treatments and services to clients under the age of 18.
Clients under 18 must be accompanied by a parent or legal guardian, and parental or guardian consent is required before treatment.
We may therefore collect relevant information about both the young person and their parent or guardian.
This may include:
- names and contact details;
- date of birth;
- health and consultation information;
- treatment records; and
- evidence of parental or guardian consent.
We take particular care when handling the personal and health information of children and young people and aim only to collect information reasonably necessary to provide the requested service safely.
14. Who we may share information with
We do not sell your personal information.
We may share information with trusted organisations where this is reasonably necessary for us to operate Soothe and provide our services.
These may include:
- our booking and salon management provider;
- payment processors;
- website hosting and technology providers;
- email and communications providers;
- IT and data-security providers;
- accountants;
- professional advisers;
- insurers; and
- regulators, courts, law enforcement agencies or other authorities where we are legally required or permitted to do so.
Where another organisation processes personal information on our behalf, we expect appropriate contractual, confidentiality and security safeguards to be in place.
We do not routinely disclose your health or treatment information to third parties unless this is necessary for the provision of your service, you have authorised us to do so, or we have another lawful reason or obligation to disclose it.
15. International transfers
Some technology or service providers used by Soothe may process or store personal information outside the United Kingdom.
Where personal information is transferred internationally, we take reasonable steps to ensure that an appropriate legal mechanism or safeguard is in place as required under UK data protection law.
16. How we protect your information
We take the security and confidentiality of client information seriously.
We use reasonable organisational and technical measures designed to protect personal information against:
- unauthorised access;
- accidental loss;
- inappropriate disclosure;
- alteration;
- destruction; and
- misuse.
Access to client records is limited to people who require the information for legitimate treatment, administrative or business purposes.
Members of the Soothe team are expected to respect client confidentiality, particularly in relation to health information, treatment history and medical or aesthetic procedures.
We also recognise that privacy involves how conversations are handled within the spa, not simply how information is stored electronically.
Sensitive information should be discussed discreetly. Where appropriate, clients may be offered a more private space to discuss confidential medical, health, aesthetic or treatment information.
17. How long we keep your information
We do not keep personal information indefinitely simply because it may be useful in the future.
Different information may need to be retained for different periods depending upon why it was collected and any relevant legal, insurance or professional requirements.
Client and treatment records
As a general policy, client consultation records, treatment records and associated treatment photographs may be retained for up to seven years following your last treatment or interaction with Soothe.
We consider this a reasonable period where records may be required for:
- continuity of care;
- understanding previous treatment;
- our duty of care;
- insurance purposes; and
- the establishment, exercise or defence of legal claims.
Clients under 18
Records relating to someone who was under 18 at the time of treatment may need to be retained for longer where appropriate, taking account of their age and relevant legal limitation periods.
Financial records
Financial, transaction and accounting records may be retained for the period required under applicable tax, accounting and legal requirements.
Marketing information
Marketing information may be retained until you unsubscribe, withdraw your consent or we determine that it is no longer appropriate to retain it.
We may retain a minimal suppression record where necessary to ensure that someone who has opted out is not inadvertently added back to our marketing communications.
CCTV
CCTV recordings are retained for a much shorter period unless footage is required in connection with an incident, complaint, investigation, insurance matter or legal claim.
We periodically review the information we hold and securely delete or anonymise personal information when we no longer have a legitimate reason to retain it.
18. Your data protection rights
UK data protection law gives you a number of rights in relation to your personal information.
Depending upon the circumstances, you may have the right to:
- ask us for a copy of the personal information we hold about you;
- ask us to correct inaccurate or incomplete information;
- ask us to delete your personal information in certain circumstances;
- ask us to restrict how your information is used;
- object to certain uses of your information;
- receive certain information in a portable format;
- withdraw consent where we rely upon consent; and
- object to your information being used for direct marketing.
These rights are not absolute, and there may be circumstances in which we are permitted or required to continue retaining or processing certain information.
For example, asking us to delete your client record does not necessarily mean that we are required to delete treatment information that we reasonably need to retain for legal, insurance or other legitimate purposes.
To exercise your data protection rights, please contact:
info@soothe-therapies.com
We may need to confirm your identity before responding to a request.
19. Your right to object
You have the right to object to the processing of your personal information in certain circumstances.
You also have an absolute right to object to your personal information being used for direct marketing.
To object, contact us at info@soothe-therapies.com or use the unsubscribe facility provided in our marketing communications.
20. Concerns or complaints
If you have concerns about how we have collected, stored, shared or used your personal information, we would like the opportunity to address them.
Please contact us in the first instance:
Soothe Skin Health & Wellness
103 Melton Road
West Bridgford
Nottingham
NG2 6ET
United Kingdom
Email: info@soothe-therapies.com
You also have the right to make a complaint to the Information Commissioner’s Office (ICO), the UK’s independent regulator for data protection.
Information about making a data protection complaint and your data protection rights is available from the Information Commissioner’s Office.
21. Changes to this Privacy Policy
We may update this Privacy Policy from time to time to reflect changes to our services, treatments, technology, suppliers, business practices or legal obligations.
The most recent version will be published on our website, and the date at the top of the policy will show when it was last updated.
Soothe Skin Health & Wellness
Formerly Soothe Luxury Skincare & Spa
Soothe Limited
Company No. 08406702
103 Melton Road
West Bridgford
Nottingham
NG2 6ET
www.soothe-therapies.com
Last updated: September 2026