Policies
Privacy Policy
SVR Aesthetics ("we", "us") is committed to protecting your privacy. This policy explains what personal information we collect through our website and clinic, how we use it, who we share it with and the rights you have under UK data protection law (UK GDPR and the Data Protection Act 2018).
Who we are
SVR Aesthetics is an aesthetic clinic located at Unit 2, Stainer Square Centre, Queensway, Bletchley, Milton Keynes, MK2 2FY. We are the data controller for the personal information described in this policy. You can contact us about privacy matters by email at svraesthetics@gmail.com or by phone on 077 92284575.
Information we collect
- Contact details you give us through our website forms, WhatsApp, email or phone — your name, phone number, email address and the treatment you are interested in.
- Consultation and treatment records — your medical history, medications, allergies, consent forms, treatment notes and clinical photographs. This is special category (health) data.
- Payment information — records of payments and booking fees (card details are processed by our payment provider and are not stored by us).
- Website usage data — pages visited, device type, approximate location and how you found us, collected through cookies and analytics tools (see Cookies below).
- Calls to our AI Booking Assistant (+44 7455 757309) — these calls may be recorded and automatically transcribed so the assistant can understand your request and book your appointment.
- Messages you send to the AI chat assistant on our website — your typed messages and the assistant's replies, for the duration of that chat session only (not stored after you leave the page).
- Reviews and feedback you choose to leave, and any complaint correspondence.
How we use your information and our lawful basis
- To respond to enquiries and book, confirm and remind you of appointments — performance of a contract / steps taken at your request.
- To assess your suitability for treatment and deliver treatment safely — provision of health care, with your explicit consent for health data.
- To keep accurate clinical records as required by our professional and regulatory obligations — legal obligation and provision of health care.
- To take payments and keep financial records — performance of a contract and legal obligation.
- To improve our website and measure the effectiveness of our advertising (including Google Ads and Meta ads) — legitimate interests, and consent where cookies are used.
- To send you information about offers or treatments you have asked about — consent, which you can withdraw at any time by replying STOP or contacting us.
Who we share your information with
We never sell your personal information. We share it only where necessary with:
- Our email and booking service providers, who deliver form submissions and appointment communications to us.
- Your GP or other healthcare professionals, only with your consent or where required for your safety.
- Prescribing and pharmacy partners for prescription-only medicines.
- Payment processors for card payments.
- Analytics and advertising platforms (for example Google and Meta) in anonymised or pseudonymised form to measure our marketing.
- Our AI booking and chat assistant providers, who process call recordings, transcripts and chat messages using artificial intelligence (including voice AI platform Vapi and underlying AI language models) solely to understand your request and help you book an appointment.
- Regulators, insurers or legal advisers where we are required to do so by law or to defend a claim.
Our AI booking assistant and chat assistant
To make booking easier, we offer an AI Booking Assistant you can call on +44 7455 757309, and an AI chat assistant on our website. These are provided to help you check availability and book a consultation, and to answer general questions about our treatments, pricing and opening hours.
Calls to the AI Booking Assistant may be recorded and transcribed so the assistant can process your request; recordings and transcripts are processed by our voice AI provider and used only to handle your booking. Messages you type into the website chat assistant are sent to our AI provider to generate a reply and are not stored beyond your browsing session.
Please do not share sensitive medical information (such as your medical history or medication details) with either AI assistant — this is collected securely during your free consultation with Sonali instead. Neither AI assistant makes clinical decisions or provides medical advice.
How long we keep your information
Clinical records are retained for at least 8 years from your last treatment (or until age 25 for anyone treated under 18, which we do not do), in line with NHS records management guidance and our insurer's requirements. Enquiry details for people who do not become clients are deleted within 12 months. Financial records are kept for 6 years as required by HMRC. Website analytics data is retained according to the settings of the tools we use, typically no longer than 26 months.
Cookies and tracking technologies
Our website uses cookies and similar technologies to ensure core functionality, analyse website usage, and support our advertising efforts. Under UK PECR and UK GDPR, non-essential cookies (such as analytics and marketing) are only placed on your device if you provide explicit consent via our cookie consent banner.
You can review or change your cookie preferences at any time using the button below or via your browser settings:
| Cookie / Identifier | Category | Provider | Duration | Purpose |
|---|---|---|---|---|
| svr_cookie_consent_v1 | Strictly Necessary | SVR Aesthetics (First-party) | 1 year | Stores your cookie consent preferences across sessions so you are not prompted repeatedly. |
| __cf_bm / cf_clearance | Strictly Necessary | Cloudflare | 30 mins / 1 year | Bot detection and mitigation to protect form submissions from malicious automated traffic. |
| _ga / _ga_* | Analytics | Google Analytics 4 | 2 years | Collects anonymised statistical data on website visits, user journeys, and page views. |
| _gid | Analytics | Google Analytics | 24 hours | Distinguishes unique users for aggregate session analytics. |
| _gcl_au | Marketing | Google Ads | 90 days | Conversion linking for measuring ad click effectiveness and campaign performance. |
| _fbp | Marketing | Meta Platforms | 90 days | Used to track conversions and serve relevant advertisements on Meta platforms. |
Your rights
Under UK GDPR you have the right to:
- Access the personal information we hold about you and receive a copy.
- Ask us to correct information that is inaccurate or incomplete.
- Ask us to delete your information, where we have no overriding legal or clinical obligation to keep it.
- Restrict or object to how we use your information, including for direct marketing.
- Withdraw consent at any time where we rely on consent.
- Receive your information in a portable format.
To exercise any of these rights, contact us using the details above. We will respond within one month. If you are unhappy with how we handle your information you can complain to the Information Commissioner's Office (ICO) at ico.org.uk or on 0303 123 1113.
Security
We keep your information secure using access controls, encrypted transmission on our website, and locked or password-protected clinical records. Only staff who need your information to provide your care can access it.
Children
We only treat clients aged 18 and over and do not knowingly collect information from anyone under 18.
Changes to this policy
We may update this policy from time to time. The latest version will always be published on this page with the date it was last reviewed.