Terms, Privacy & Cookies
This page explains the terms for using our website and booking with Olune Medical, how we handle your personal information, and how cookies and similar technologies are used.
1. Who we are
Olune Medical is a trading name of Olune Ltd. Our website is olunemedical.co.uk. Olune Ltd is the controller responsible for the personal information described in this notice.
Our clinic locations are:
- Hull: 24 Brigg Drive, Hessle, HU13 9HQ.
- Leeds: 148 Shadwell Lane, Leeds, LS17 8AD.
For booking, privacy or complaints enquiries, please use our contact page. Written enquiries can be sent to Olune Medical, 24 Brigg Drive, Hessle, HU13 9HQ. Please identify privacy requests as “Privacy enquiry” so we can direct them appropriately.
2. Booking & Treatment Terms
Consultations and suitability
Every treatment is subject to an appropriate consultation and assessment. Booking an appointment does not guarantee that a particular treatment will be suitable or provided. Your practitioner may recommend an alternative, postpone treatment or decline treatment where this is clinically appropriate.
Please provide accurate information about your health, medicines, allergies, previous treatments and any relevant changes. If information essential to a safe assessment is unavailable, we may be unable to proceed.
We provide cosmetic injectable treatments to adults aged 18 and over. We may request photographic identification to confirm your age.
Booking confirmation
Please check your booking confirmation for the treatment or consultation, clinic location, practitioner, date and time. An enquiry or preferred date submitted through a contact form is a request until we confirm the appointment.
If you do not receive confirmation, or any details are incorrect, please contact us before attending.
Prices, deposits and payment
Our price list provides current pricing information. Where a price is described as “from”, the final amount depends on the agreed treatment plan. We will explain the total cost before treatment.
Where a deposit is required, its amount is displayed before you complete your booking. The deposit is credited towards the agreed appointment or treatment charge. Any remaining balance is payable as explained when you book.
A free consultation carries no consultation fee and does not oblige you to proceed with treatment. Any separate paid consultation or service will be identified before booking.
Changing or cancelling an appointment
Please give at least 48 hours’ notice if you need to cancel or rearrange your appointment. Contact us using the details in your confirmation or through our contact page.
With at least 48 hours’ notice, you may transfer your deposit to a rearranged appointment or request its refund. Rearranged appointments are subject to availability.
For cancellations with less than 48 hours’ notice or missed appointments, we may retain part or all of the deposit to cover reasonable losses directly caused by the cancellation. We will take reasonable steps to reduce those losses, including offering the appointment to another patient, and refund any amount exceeding them. Please contact us if exceptional circumstances prevent attendance.
If we cancel your appointment, you may choose a replacement appointment or a refund of payments for the cancelled service. If treatment is declined because it is unsuitable, payments for treatment not provided will be refunded; any separately agreed consultation already provided remains payable.
These arrangements do not restrict any cancellation or refund rights you have under applicable consumer law. Where an additional statutory cancellation right applies, it takes precedence.
Late arrival
Please arrive on time. If a late arrival leaves insufficient time for a safe consultation or treatment, we may need to rearrange the appointment. Any resulting charge will follow the fair cancellation arrangements above.
Consent, results and aftercare
Before treatment, we will discuss the proposed procedure, relevant risks, alternatives, likely outcomes, costs and aftercare. You may ask questions and decide not to proceed. Treatment consent is obtained separately from acceptance of these booking terms.
Results and recovery vary between individuals. Website descriptions and photographs cannot guarantee your outcome. A review or additional treatment is not automatically included unless this has been expressly agreed.
Please follow the aftercare instructions provided and contact us promptly about unexpected symptoms or concerns. For a medical emergency, seek urgent medical help rather than waiting for a website or email reply.
Refunds and concerns about treatment
If you are concerned about treatment or its outcome, contact us so we can assess the issue and explain appropriate next steps. A difference between your expectations and the outcome does not automatically establish a right to a refund, but we will consider your concerns fairly.
Nothing in these terms removes your statutory rights, including your right to services provided with reasonable care and skill or applicable remedies where that standard is not met.
Packages and offers
Any package or offer will specify the included services, total price and any applicable validity period before purchase. All treatments remain subject to individual suitability. If part of a package becomes unsuitable or cannot be provided, we will discuss an appropriate alternative or a fair refund for the unused part.
Complaints
Please submit complaints through our contact page or in writing to the Hull address above. Include your name, appointment date, clinic location and a description of your concern. We will acknowledge your complaint, investigate and explain the outcome and any proposed resolution. If more time is needed, we will explain why and provide an expected response date.
3. Website Terms
Information on this website
Our website provides general information about our clinic and services. It does not replace an individual assessment, diagnosis or personalised medical advice. We aim to keep information accurate and current; please contact us if you need clarification.
Website content and accounts
Website text, branding and images belong to Olune Medical or their respective owners. You may use the website for personal information and booking. Commercial copying, republication or use of our branding requires permission from the relevant rights holder, except where permitted by law.
If you create an account, keep your login details secure and tell us promptly if you suspect unauthorised access. Do not misuse the website, attempt unauthorised access or submit unlawful material.
External links and availability
External links are provided for convenience. Other organisations are responsible for their own websites, services and privacy practices. We may temporarily suspend parts of this website for maintenance or security reasons.
Your legal rights
Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any liability that cannot lawfully be excluded.
These terms are governed by the law of England and Wales, subject to any mandatory consumer protections that apply where you live. They do not restrict any right you have to bring proceedings in your local courts.
4. Privacy Notice
Information we collect
Depending on your interaction with us, we collect:
- Contact and identity details: your name, date of birth, contact information and age-verification information where required.
- Bookings and accounts: appointment details, selected services, account information, communications and consent records.
- Health and treatment information: relevant medical history, medicines, allergies, consultation notes, treatment records, aftercare information and clinical photographs where needed.
- Payment information: amounts paid, transaction references and payment status. Card payments are handled through the payment provider rather than requiring you to send us card details by email.
- Website information: IP address, browser and device information, security logs and information collected through the technologies described in our cookie section.
We usually obtain information directly from you. Where necessary for your care, we may receive relevant information from another treating professional or someone authorised to act for you. We will explain any additional use not covered here when required.
Why we use information and our lawful bases
- Enquiries, bookings and agreed services: to take steps at your request before a contract, or perform our contract with you.
- Accounts, security and general administration: our legitimate interests in running a secure clinic, preventing misuse and responding to general enquiries, balanced against your rights.
- Accounting and legal obligations: to meet applicable legal requirements.
- Complaints and legal claims: our legitimate interests in investigating concerns and establishing, exercising or defending legal rights; legal obligations where applicable.
- Optional marketing and publication of your photographs: your consent. These permissions are requested separately from booking and treatment consent.
Health information and clinical photographs
Health information is special category data and receives additional protection. We limit its use to relevant assessment, treatment, follow-up and other specifically explained purposes.
Permission to use photographs for publicity is separate from taking or retaining photographs for clinical purposes. Declining publicity permission does not affect access to treatment. We will explain where and how an image would be published before seeking permission.
Who receives information
We share relevant information only where needed with practitioners involved in your care; providers supporting website hosting, booking, communications, record storage and payments; and professional advisers such as accountants, insurers or legal advisers. Each receives information relevant to their role.
Information may also be disclosed to another healthcare professional for an appropriate referral, or to authorities where disclosure is legally required or justified. We explain care-related sharing and seek permission where required.
How long we keep information
Retention depends on the purpose of the record. We consider ongoing care needs, applicable legal and professional requirements, relevant insurance requirements and the time reasonably needed to address complaints or legal claims.
- Clinical records and consent documents: retained for the period necessary for continuity of care and applicable legal, professional and claims-related requirements, measured from the relevant treatment or last contact.
- Booking and account records: retained while required to manage your bookings or account and resolve related issues. Clinical and financial records may need to be retained after an account closes.
- Payment and accounting records: retained for applicable tax and accounting requirements.
- General enquiries: retained until the enquiry is resolved and any reasonably necessary follow-up is complete.
- Marketing preferences: retained while relevant; a limited suppression record may be kept to respect an opt-out.
- Technical logs and cookies: retained for their security or operational purpose, with cookie durations disclosed below.
We delete or anonymise information when it is no longer needed. Contact us if you would like the retention criteria or period applicable to a particular record.
Security
We use appropriate organisational and technical measures to protect personal information and limit access to people who need it for their role. Please avoid including detailed medical information in a general website enquiry unless we have requested it through an appropriate channel.
Your rights
Depending on the circumstances and lawful basis, you may request access to your information, correction, erasure, restriction of use or transfer of information to another provider. Some information must be retained even if you request deletion.
Your right to object: you may object to processing based on legitimate interests for reasons relating to your situation. You may object to direct marketing at any time.
Where we rely on consent, you may withdraw it at any time by contacting us. Withdrawal does not change the lawfulness of earlier processing. For publicity images, we will explain any practical limits on recalling material already distributed.
Use our contact page or write to the Hull address above to exercise your rights. We may request proportionate identity verification. We respond within applicable statutory timescales, normally one month, and explain any lawful extension.
You may complain to the Information Commissioner’s Office. You do not have to complain to us first, although we welcome the opportunity to address concerns.
Providing information and automated decisions
Some identity, contact and health information is necessary to arrange appointments and provide safe care. If you do not provide essential information, we may be unable to book or treat you. Optional marketing and publicity permissions are not required to receive treatment.
We do not make decisions with legal or similarly significant effects about you based solely on automated processing. Treatment suitability is assessed by a practitioner.
Marketing
Where we offer email or text marketing, we ask for a separate opt-in. You may unsubscribe using the link or instructions in the message, or by contacting us. Appointment confirmations, reminders and necessary care communications are separate from marketing.
6. Contact & Policy Updates
For questions about this page, please contact Olune Medical or write to the Hull address above.
We may update this page when our services, data practices or legal requirements change. The date above identifies the latest version. Material changes will be brought to your attention where required. Revised booking terms apply to future bookings and do not retrospectively remove rights under an existing booking.
