Abuse Policy 

The Health and Safety Executive (HSE) define a violent or aggressive incident as: ‘Any incident, in which a person is abused, threatened or assaulted in circumstances relating to their work. This can include verbal abuse or threats as well as physical attacks.’ They define an incident as: ‘An unwanted, unplanned event that has the potential to cause harm/injury.’ Examples of unacceptable behaviour are summarised below: 

  • Violence can be physical, or non- physical including threats, abusive behaviour and language (verbal and written), escalating agitation and intimidating body language. 
  • Unreasonable demands – a demand becomes unreasonable when it impacts substantially on our work. Examples of this may include, repeatedly demanding responses within an unreasonable timescale or insisting on seeing or speaking to a particular member of staff when that is not possible or appropriate.
  • Unreasonable levels of contact – volume and duration of contact with Skin You will Love Ltd by an individual that causes problems for the employee or the company. This can occur over a short period, for example, a number of calls in one day or one hour. 
  • Unreasonable use of processes – for example, the complaints process, where someone uses the complaints procedure to challenge professional judgments of our team. 

Our clinical and administrative staff treat all patients with courtesy and respect and we ask the same in return. We ask that you treat your Practitioner and all other practice staff courteously – without violence, abuse or harassment.

The SYWL team have the right to provide treatments for others without fear of being attacked or abused. Any behaviour, verbal or physical which causes staff to feel uncomfortable, embarrassed or threatened, is unacceptable.

Our policy applies throughout the premises, including any car park and grounds. It also applies to any employee or partner away from the practice but only in so far as it relates to the business of the clinic.

Any instance or threat of physical abuse will be reported to the police. The offender will be removed from the premises by the police. The Client will be removed from our client list and will be refused any treatment in the future.

Cancellation Policy 

Our booking and cancellation terms and conditions are below, if you have any questions about these terms please contact us. These terms and condition apply for bookings made directly through the clinic.

Making a booking directly through us

We accept bookings by phone and business Whatsapp 01352 372 237, email info@skinyouwilllove.com or message us through our Facebook page ‘message us’ tab @skin you will love, Instagram @skin_you_will_love or our contact us page on the website www.skinyouwilllove.com

We will require your full name, email address and a contact number to secure your booking. You will be sent a booking confirmation via email. Please notify us of any changes to your contact details. A 20% deposit will be requested to confirm your booking. Any appointments where the deposit has not been paid will potentially be cancelled unless you have contacted the salon to explain why you can’t pay the deposit online and a separate agreement has been made. 

We recommend you book ahead, our advanced practitioners get booked up far in advance and we can get busy in peak periods. A  good guide is 3-4 weeks ahead for specific therapists and 8-10 weeks ahead for christmas. Wedding bookings book 9 – 12 months ahead.

A 20% booking fee is required for all bookings, or 100% if you have no-showed 3 times. 

Group bookings of 4 or more require a 50% booking fee deposit on booking and balance 7 days prior to appointment.

We send complimentary appointment reminders by text and email.

We reserve the right to refuse bookings or treatment.

When booking via email or message, time slots offered to you will be held un til closing time on that day, then they will be released.

Whereby we are not able to honour a booking due to unforeseen circumstances you will be notified at the earliest convenience on the contact information you have provided us with. We’ll do our best to re-arrange your appointment, you may be offered an alternative therapist, date or time. Any deposit taken or online deposits in this instance will not be lost.

Booking Fee

Booking fee’s are 20% of booking unless told otherwise. We may round this up/down to nearest pound. Booking fee deposits can be paid by credit card, PayPal, bank transfer or cash. Booking fee deposits will be deducted from your total appointment bill when paying, leaving you with the remaining 80% to pay on the day of your appointment. All booking fee deposits are non-refundable if you cancel with less than 24 hours notice or fail to attend your appointment you will lose your booking fee.  Booking fee’s will be refunded in full or transferred if re-scheduling your appointment before the 24 hour cancellation period. We know things crop up and we understand busy lives can mean changes to your schedule, find all the info you need for cancelling your appointment below

If you are unable to attend your appointment please notify us as soon as you can (more than 24 hours would be great), this helps us re-allocate your slot. You may know how busy we can get and how frustrating it is when we cant fit you in so this helps us free up spaces for those wanting to book.  We will do our best to re-schedule you in at our next availability.

Cancellations or amendments including cancelling part of a treatment with less than 24 hours notice or unattended appointments will result in the loss of your booking fee. Where a deposit has not been taken for your booking we reserve the right to cancel the treatment.

Client Possessions Policy

SYWL will not take responsibility for any client belongings during their time at the clinic, the belongings are the sole responsibility of the client or visitor to the clinic. Skin You Will Love Ltd and SYWL School of Aesthetics will not pay damages or losses of any personal items.

All property needs to remain with the client at all times. If items are left at the premises and we find them we will of course keep them safe but it will be the responsibility of the client to contact SYWL to see if we have the item/s they are looking for.

The client or visitor will need to provide us with a description of the item/s lost so we can make sure we are talking about the same item and to ensure that we are giving the right items to the right person.

It will be the individuals responsibility to collect the items from the clinic at a mutually convenient time.

Any enquiries about lost property should be emailed to info@skinyouwilllove.com

Clients Rights Policy

A client has the right to file a grievance either verbally or in writing or to have any other person or agency on behalf of the client file a grievance regarding denial or abuse of any client’s rights.

Client Rights:

Each client receiving services from SYWL has all of the following rights:

  1. The right to be treated fairly and equitably with consideration and respect for personal dignity, autonomy and privacy;
  2. The right to have all their questions answered and to be provided with all relevant information to support the ability of the client to give informed consent.
  3. The right to receive services in a clinical setting which meets all hygiene standards

In the salon industry, most client complaints are easily sorted out, but salons need to be aware that clients have new rights under the Consumer Rights Act 2015, which comes into effect on 1 October in England and Wales.

Under new legislation:

  • Clients can ask us to repeat or fix a service if it’s not carried out with reasonable care and skill, or get some money back if we can’t fix it
  • If we haven’t agreed a price upfront, what clients are asked to pay must be reasonable
  • If we haven’t agreed a time upfront, it must be carried out within a reasonable time

Complaints should be resolved within eight weeks. If the complaint hasn’t been resolved by going through the salon’s complaints procedure, we must provide the client with details of a certified Alternative Dispute Resolution (ADR) provider.

Alternative Dispute Resolution involves using a mediator as an alternative to taking expensive legal action, for example the client or the clinic going to the small claims court. A mediator is an independent third party who listens to both sides and helps the salon and the client work towards a fair and reasonable compromise which, if agreed, becomes legally binding.

We do not have to agree to use mediation – but we are obliged to tell clients who to go to and whether we would be willing to use the mediation service to settle the dispute. Although by law we do not have to use ADR, our refusal would have to be reasonable.

We would strive to resolve all complaints without the need for legal proceedings in order to obtain a resolution that would suit both parties.

Clinical Governance and Quality Assurance Arrangements including Registered Provider visits (regulation 28)

In order to comply with regulation 28 of the Regulation and Inspection of Social Care (Wales) Act 2016 (‘the Act’) which became applicable in this capacity from April 2019 there are a number of objectives that need to be achieved by Skin You Will Love Ltd and the Registered Manager, Jody Murphy.

Section 29(3) of the Act states that providers of regulated services and designated responsible individuals must have regard to this guidance in meeting requirements imposed by regulations under sections 27 and 28 of the Act. Jody Murphy is the Registered Manager and responsible individual for the standards of care provided within Skin You Will Love Ltd.

The intention of section 28 of The Act is to set out the duties placed on the designated responsible individual in relation to a regulated service. These duties include a requirement to supervise the management of the service including the appointment of a suitable and fit manager. The intention is to ensure that a designated person at an appropriately senior level holds accountability for both service quality and compliance and ensures that there is a clear chain of accountability linking the corporate responsibility of the service provider and the responsible individual with the role of the manager of the regulated service.

Under regulation 67 of The Act Jody Murphy as the responsible individual is also acting as the Registered Manager as a Co-director of the Clinic and overseeing the day to day activity.

Under regulation 68 of The Act Jody Murphy is deemed as fit and capable of running the business in line with the Statement of Purpose as the original founder of the company Jody Murphy knows every aspect of this company and the standards required.

Under regulation 72 of The Act if Jody Murphy is absent then Katie Tufts will ensure the service continues to runs smoothly as Co-Director of Skin You Will Love Ltd there isn’t an individual more suitable for this role. Should there be unforseen circumstances or long periods of illness or absence for more than 28 days then this absence of the Registered Manager will be reported to Health Inspectorate Wales and inform them of the plans put in place in order for the service to continue running smoothly with the same high standards.

Under regulation 74 of The Act the Registered Manager will conduct quarterly reviews and create a report including details of staff turnover, sickness, complaints, inspection reports, inspection outcomes, or details of any improvements that need to be made in order to exceed required standards.

Under regulation 76 of The Act feedback from clients, self-employed staff and anyone who has any engagement by the business can be obtained and reviewed from many different channels including and not exclusive to social media messages, business WhatsApp messages, emails to info@skinyouwilllove.com, written communication to Unit 2, Field Farm, Oakenholt Lane, Flint, CH6 5WX or verbally face to face or by telephone 01352 372 237. All feedback will be reviewed, trends identified and acted upon accordingly.

Under regulation 77 of The Act all records and data will be collated electronically using GDPR approved platforms for consent forms, booking details and will use a GDPR approved Amazon server to store any details of complaints under the clients consultation details or on a password protected drive used by the Registered Manager. An incident book will be kept on site for any incidents, actions and outcomes to be logged and this will be locked in a filing cabinet.

Under regulation 78 client records are stored electronically and therapist is named on the record who has carried out the treatment and made notes . All electronic data systems used are GDPR approved and password protected.

Under regulation 79 of The Act annual reviews will be implemented of company policy and procedures to ensure all are up to date and remain applicable. Team members will have 24/7 access to company policies on the website www.skinyouwilllove.com or during work hours as all documents will be printed and placed in an accessible file.

Under regulation 80 of The Act as part of the Quality of Care review a system will be implemented to collate all findings from audits, and looking at how to improve the quality of the service provided at SYWL. We have feedback initiatives available on a number of platforms including TrustPilot, the booking system reviews option and the option to leave feedback after opting to receive a receipt after making payment the client will receive a notification with the option to leave a review. Skin You wil Love Ltd is also aware that unannounced or announced visits by the Health Inspectorate Wales will be made as and when required in order to see the standard of treatments being provided.

Under regulation 81 of The Act the Responsible Individual/Registered Manager is prepared to create a statement in relation to the standard of care provided, a quality and accurate review of the compliance to HIW guidance needs to be available in the annual return.

Under regulation 82 of The Act the Responsible Individual will provide a clear pathway for team members to raise concerns in order to ensure standards remain high and any issues or poor service are dealt with swiftly and accordingly. Details of this found in the SYWL whistleblowing policy.

Under regulation 83 of The Act the Responsible Individual will act openly and honestly and will give all clients all information they need to make an informed decision even if it is not in the best interests of the clinic but it is in the best interest of the clients under the duty of candour we must work open, honestly and transparently at all times.

Under regulation 84 of The Act HIW will be notified at least 7 days to any planned absence of the registered Manager which wil last longer than 28 days or within 7 days of a 28+ day unexpected absence of the Registered Manager. If the registered Manager returns of a period of absence longer than 28 days HIW also need to be informed fo the return to work and also to be in receipt of a comprehensive plan of what the arrangements were to manage the service in the Registered Manager’s absence and what the plan is if the Registered Manager Jody Murphy ceases or proposes to cease managing the service entirely.

Confidentiality Policy 

We designed our company confidentiality policy to explain how we expect our team to treat confidential information. Employees will unavoidably receive and handle personal and private information about clients, partners and our company. We want to make sure that this information is well-protected.

We must protect this information for two reasons. It may:

  • Be legally binding (e.g. sensitive customer data.)
  • Constitute the backbone of our business, giving us a competitive advantage (e.g. business processes.)


This policy affects all self employed staff, including board members, investors, contractors and volunteers, who may have access to confidential information.

Policy elements

Confidential and proprietary information is secret, valuable, expensive and/or easily replicated. Common examples of confidential information are:

  • Unpublished financial information
  • Data of Customers/Partners/Vendors
  • Patents, formulas or new technologies
  • Customer lists (existing and prospective)
  • Data entrusted to our company by external parties
  • Pricing/marketing and other undisclosed strategies
  • Documents and processes explicitly marked as confidential
  • Unpublished goals, forecasts and initiatives marked as confidential

Employees may have various levels of authorized access to confidential information.

What employees should do:

  • Lock or secure confidential information at all times
  • Shred confidential documents when they’re no longer needed
  • Make sure they only view confidential information on secure devices
  • Only disclose information to other employees when it’s necessary and authorized
  • Keep confidential documents inside our company’s premises unless it’s absolutely necessary to move them

What employees shouldn’t do:

  • Use confidential information for any personal benefit or profit
  • Disclose confidential information to anyone outside of our company
  • Replicate confidential documents and files and store them on insecure devices

When any team members stop working for our company, they’re obliged to return any confidential files and delete them from their personal devices.

Confidentiality Measures

We’ll take measures to ensure that confidential information is well protected. We’ll:

  • Store and lock paper documents
  • Encrypt electronic information and safeguard databases
  • Ask employees to sign non-compete and/or non-disclosure agreements (NDAs)
  • Ask for authorization by senior management to allow employees to access certain confidential information


Confidential information may occasionally have to be disclosed for legitimate reasons. Examples are:

  • If a regulatory body requests it as part of an investigation or audit
  • If our company examines a venture or partnership that requires disclosing some information (within legal boundaries)

In such cases, team members involved should document their disclosure procedure and collect all needed authorisations. We’re bound to avoid disclosing more information than needed.

Disciplinary Consequences

Team members who don’t respect our confidentiality policy will face disciplinary and, possibly, legal action.

We’ll investigate every breach of this policy. We’ll terminate any team member who willfully or regularly breaches our confidentiality guidelines for personal profit. We may also have to punish any unintentional breach of this policy depending on its frequency and seriousness. We’ll terminate any team member who repeatedly disregard this policy, even when they do so unintentionally.

This policy is binding even after any team member no longer represents our companies Skin You Will Love Ltd and/or SYWL School of Aesthetics.

Where possible all data is stored digitally to minimise the risk of losing physical copies of client data. See GDPR policy. 

Privacy and Cookies Policy

We, SYWL  (trading name of Skin You Will Love Ltd company number 12987748 and SYWL School of Aesthetics Ltd company number 13683148) also referred to as “we”, “us”, or “our” area registered company in Wales). Our registered address is Unit 2, Field Farm, Oakenholt Lane, Flint, CH6 5SU. We are an independent nurse and beauty led aesthetics clinic and academy.


This Notice is designed to help you understand what kind of information we collect in connection with our products and services and how we will process and use this information. In the course of providing you with products and services we will collect and process information that is commonly known as personal data.

This Notice describes how we collect, use, share, retain and safeguard personal data.

This Notice sets out your individual rights; we explain these later in the Notice but in summary these rights include your right to know what data is held about you, how this data is processed and how you can place restrictions on the use of your data.


Personal data is information relating to an identified or identifiable natural person. Examples include an individual’s name, age, address, date of birth, their gender and contact details.

 Personal data may contain information which is known as special categories of personal data. This may be information relating to an individual’s health, racial or ethnic origin, political opinions, religious or philosophical beliefs, trade union membership, genetic and biometric data, or data relating to or sexual orientation.

 Personal data may also contain data relating to criminal convictions and offences.

 For the purposes of safeguarding and processing criminal conviction and offence data responsibly, this data is treated in the same manner as special categories of personal data, where we are legally required to comply with specific data processing requirements.


In order for us to provide and administer insurance for you we will collect and process personal data about you. We will also collect your personal data where you request information about our services, customer events, promotions and campaigns.

We may also need to collect personal data relating to others in order to provide and administer insurance. In most circumstances, you will provide us with this information. Where you disclose the personal data of others, you must ensure you are entitled to do so.

You may provide us with personal data when completing online quote or contact forms, when you contact us via the telephone, when writing to us directly or where we provide you with paper based forms for completion or we complete a form in conjunction with you.

We will share your personal data within our firm and with business partners. This is normal practice within the insurance industry where it is necessary to share information in order to place, quantify and underwrite risks, to assess overall risk exposure and to process claims. It is also necessary to determine the premium payable and to administer our business.

We will collect your personal data when you visit our website, where we will collect your unique online electronic identifier; this is commonly known as an IP address.

We will also collect electronic personal data when you first visit our website where we will place a small text file that is commonly known as a cookie on your computer. Cookies are used to identify visitors and to simplify accessibility, and to monitor visitor behaviour when viewing website content, navigating our website and when using features. 

We may record your communications with us when contacting our customer care, complaints and other customer focused functions. 

Where we collect data directly from you, we are considered to be the controller of that data i.e. we are the data controller. Where we use third parties to process your data, these parties are known as processors of your personal data. 

A data ‘controller’ means the individual or organisation which, alone or jointly with others, determines the purposes and means of the processing of personal data.

A data ‘processor’ means the individual or organisation which processes personal data on behalf of the controller.

As a provider of aesthetic services, we will process the following categories of data:

  • Personal data such as an individual’s name, address, date of birth, gender, contact details and details of historic claims
  • Special categories of personal data such as mental and physical health conditions, allergies, family history of illnesses

If you object to the collection, sharing and use of your personal data we may be unable to provide you with our products and services.

For the purposes of meeting the Data Protection Act 2018 territorial scope requirements, the United Kingdom is identified as the named territory where the processing of personal data takes place.

If you require more information about our insurance processes or further details on how we collect personal data and with whom we share data with, please contact our data privacy representative by e-mailing info@skinyouwilllove.com


We will use your personal data for the performance of our contract with you, to quote for and provide you with individual aesthetic packages to meet and exceed your needs in the safest possible way. 

In purchasing our products and services you should understand that you are forming a contract with us. If you contact us for a quote or request details on the services we provide, we consider ourselves as having a legitimate business interest to provide you with further information about our services.

We may contact you via email to invite you to review any services and/or products you received from us [in order to collect your feedback and improve our services [and products]] (the “Purpose”). We use an external company, Trustpilot A/S (“Trustpilot”), to collect your feedback which means that we will share your name, email address and reference number with Trustpilot for the Purpose. If you want to read more about how Trustpilot process your data, you can find their Privacy Policy here

We may also use such reviews in other promotional material and media for our advertising and promotional purposes.

In some situations we may request your consent to market our products and services to you, to share your data or to transfer your data outside the European Economic Area. Where we require consent, your rights and what you are consenting to will be clearly communicated to you. Where you provide consent, you can withdraw this at any time by contacting our data privacy representative.

We will retain your personal data at the end of any contractual agreement for a period of 6 years.  The retaining of data is necessary where required for contractual, legal or regulatory purposes or for our legitimate business interests for statistical analysis (profiling) and product development and marketing purposes.

Please contact our data privacy representative if you object to the use of, or you have any questions relating to the use of, your data, the retention of your personal data. You can opt out of receiving marketing services by e-mailing info@skinyouwilllove.com



Cookies are small pieces of data that are downloaded to your computer when you visit a website. We use cookies mainly for tracking how you use and move around our website. We do not use cookies to send your personal information to any third parties. Cookies are not harmful to your computer, they don’t access data on your hard drive, and we do not use cookies to store your personal information such as credit card details. You can learn more about cookies at www.allaboutcookies.org


We use cookies to enable our site to work properly. We use cookies to keep you logged into the website, to produce quotes or retrieve them later and to give you access to your policy details and documents.

We also use cookies to make your experience of visiting our website better. We use them to track how visitors move around on the site and understand people’s usage patterns and preferences. This enables us to make improvements to our website to make sure it’s as efficient and easy to use as possible.

The privacy of our customers is important to us and our use of cookies does not intrude on it.


Internet browsers usually accept cookies automatically. If you want to, you can change your cookie preferences using your browser preferences or settings menu (usually on the privacy or security tab). You can choose to block cookies here, but if you do this, you will find that our website – and also many others that you visit – won’t work properly. You can also look at the cookies stored on your computer and you can remove or block specific cookies.

We are completely open about how and why we use cookies and we assume that you are happy with this.If not, then you should consider your options mentioned above or you should not proceed to use our website.


Individuals are provided with legal rights governing the use of their personal data. These grant individuals the right to understand what personal data relating to them is held, for what purpose, how it is collected and used, with whom it is shared, where it is located, to object to its processing, to have the data corrected if inaccurate, to take copies of the data and to place restrictions on its processing. Individuals can also request the deletion of their personal data.

These rights are known as Individual Rights under the Data Protection Act 2018. The following list details these rights:

  • The right to be informed about the personal data being processed;
  • The right of access to your personal data;
  • The right to object to the processing of your personal data;
  • The right to restrict the processing of your personal data;
  • The right to rectification of your personal data;
  • The right to erasure of your personal data;
  • The right to data portability (to receive an electronic copy of your personal data);
  • Rights relating to automated decision making including profiling.

Individuals can exercise their Individual Rights at any time. As mandated by law we will not charge a fee to process these requests, however if your request is considered to be repetitive, wholly unfounded and/or excessive, we are entitled to charge a reasonable administration fee.

In exercising your Individual Rights, you should understand that in some situations we may be unable to fully meet your request, for example if you make a request for us to delete all your personal data, we may be required to retain some data for taxation, prevention of crime and for regulatory and other statutory purposes.

You should understand that when exercising your rights, a substantial public or vital interest may take precedence over any request you make. In addition, where these interests apply, we are required by law to grant access to this data for law enforcement, legal and/or health related matters.

The flow of data within the insurance sector is complex and we ask you to keep this in mind when exercising your ‘rights of access’ to your information.  Where we may be reliant on other organisations to help satisfy your request this may impact on timescales.

If you require further information on your Individual Rights or you wish to exercise your Individual Rights, please contact our data privacy representative by e-mailing info@skinyouwilllove.com or by writing to us at Skin You Will Love Ltd, Unit 2 , Field Farm, Oakenholt Lane, Flint CH6 5SU.


We will take all appropriate technical and organisational steps to protect the confidentiality, integrity, availability and authenticity of your data, including when sharing your data within our firm and authorised third parties.


To ensure data privacy and protection has appropriate focus within our organisation we have a Data Privacy Representative who reports to our senior management team.  The Data Privacy Representative’s contact details are: Vicki Shinks, Unit 2, Field Farm, Oakenholt Lane, Flint, CH6 5SU. 


If you are dissatisfied with any aspect of the way in which we process your personal data please contact data privacy representative.  You also have the right to complain to the UK’s data protection supervisory authority, the Information Commissioner’s Office(ICO).  The ICO may be contacted via its website which is https://ico.org.uk/concerns/, by live chat or by calling their helpline on 0303 123 1113.


If you have any questions regarding this Notice, the use of your data and your Individual Rights please contact our data privacy representative at Skin You Will Love Ltd, Unit 2, Field Farm, Oakenholt Lane, Flint, CH6 5SU. Or you can call 01352 372 237 or email info@skinyouwilllove.com


This policy applies to all staff, volunteers and trainees who use chemicals which come under the Control of Substances Hazardous to Health Regulations 2002 (COSHH)

This Policy covers Risk Assessment, recording and storage of chemicals that come under the Control of Substances Hazardous to Health Regulations.

Aim of Policy

The Group acknowledges that no substance can be considered completely safe. All reasonable steps will be taken to ensure that all exposure of employees, trainees and volunteers to substances hazardous to health is prevented or at least controlled to within statutory limits.

The Group undertakes to control exposure by doing whatever is reasonably practicable. Where exposure cannot be adequately controlled, appropriate personal protective equipment (PPE) will be provided free of charge.

The implementation of this policy requires the total co-operation of all members of management, staff and volunteers.

All staff must be trained on induction in the awareness of substances used in Projects and ongoing as new substances are introduced. The Group is committed to ensuring a safe place of work and to comply with the Regulations.

If there are any concerns that a substance is being used in the work place that is not recorded in the COSHH file, or if incorrect containers or labels are being used then this must be reported to the Manager as Health and Safety Officer.

All substances, which come under the COSHH regulations must be risk assessed and the results recorded on the risk assessment documentation. 

Authorised by:

Jody Murphy


Eating and Drinking Policy


The term “eating and drinking” refers to eating, drinking, smoking, applying cosmetics, adjusting contact lenses, taking/storing medicine, and other related activities. It also includes items and equipment used for storing, preparing and consuming food and beverages.

The term “hazardous materials” includes biological agents, chemicals, radioactive materials, and waste from all of these materials.

The main reasons why eating and drinking are not permitted in areas using or storing hazardous materials are personal safety risks and risks of non-compliance with regulatory or granting agency requirements that may impact an individual, a work unit, or the institution as a whole.

Personal safety risks can result from cross-contamination and ingestion. Contamination can result from contact with contaminated gloves/hands, airborne materials settling out or condensing on surfaces or utensils, or placing consumable items on a contaminated surface.

Due to hygiene reasons eating and drinking is prohibited in the clinical areas, drinks can be consumed in the waiting area and in the designated kitchen area on the first floor if necessary but no food or drink to be consumed where treatments will take place. 

We understand that sometimes for health reasons food or fluid will need to be consumed for health reasons such as diabetes, low blood pressure, hypoglycaemia or if it’s a hot day but this will have to happen outside of the treatment areas in the designated areas mentioned.

Equal Opportunities

SYWL Ltd strives to ensure Equal Opportunities are followed within the workplace and include the following:

Commitment to equality and diversity within the workplace in accordance with the law. In this way prospective and existing staff can feel confident that any employment decisions relating to, for example, recruitment, progression, dismissal and redundancy, will be based solely on employee merit and employer need, without risk of discrimination by reason of a protected characteristic.

Raise awareness about discrimination, harassment and victimisation in the workplace, and to explain to your staff the consequences of unacceptable conduct at work. It is not uncommon for people to unintentionally discriminate against others, but by making them aware of what constitutes unfair treatment, and the potential disciplinary sanctions that could follow, can be an effective way of curbing this type of behaviour.

Inform staff about how to handle incidences of discrimination, including how to raise a grievance at work. Knowing that their employer stands firm on fairness, and that complaints will be taken seriously, can be an effective way of creating an environment in which victims feel able to come forward to report discriminatory issues, without fear of reprisal.

Create a positive and productive working environment in which everyone is treated fairly and with respect. By fostering a fair and inclusive workplace culture, where diversity is openly encouraged, and incidents of discrimination, harassment and victimisation are not tolerated, you will help to increase staff retention rates and boost employee morale.

Protect against potential legal action, where the absence of a written policy on equal opportunities is likely to reflect badly on you as an employer in the event of a claim for unlawful discrimination or unfair dismissal. The benefits of having a written policy not only include the ability to better defend your working practices and decision-making before a tribunal, but this is also likely to lead to a reduced risk of complaints from disgruntled job applicants or existing members of staff.

GDPR Policy 

Faces Consent allows us to create bespoke and compliant treatment consent forms digitally that be completed in the clinic setting or remotely as they can be sent to the client via email. Faces Consent complies with all GDPR requirements. Client data is stored on GDPR approved Amazon servers. Clients data can be requested at any time or deleted at any time depending on the request of the client.  We also use this platform to store before and after photos of our clients. 

How we handle personal data

All personal data is securely stored within our dedicated amazon servers based in the UK. 

Passwords to users accounts are encrypted meaning company admin do not have access to these, only the users themselves. If a user needs help from the admin to look into an issue within their account, the user may be asked to share this information with a Faces representative. 

All user personal information should be kept up to date incase Faces needs to get in touch with users for any urgent data issues. 

Faces is transparent on how it uses user data and which is not shared with any third party that does not have affiliation with Faces in terms of marketing. 

Faces does need to provide third party softwares or government laws at times with user personal Information, allowing third parties to help us run key software features smoothly. 

For example, we use Twillo to allow you to send out SMS messages to clients. You can find out about Twillos policies here: https://www.twilio.com/legal/privacy

We also use Google Analytics to help us understand how our customers use the site – you can read more about how Google uses your personal information here: https://www.google.com/intl/en/policies/privacy/

You can also opt-out of Google Analytics here: https://tools.google.com/dlpage/gaoptout

Stripe is another key software, information may be shared with allowing the functionality of Faces to run efficiently. You can find out about Stripe policies here: https://stripe.com/gb/privacy#how-we-use-personal-data

Finally, we may also share your Personal Information to comply with applicable laws and regulations, to respond to a subpoena, search warrant or other lawful request for information we receive, or to otherwise protect our rights. 

All personal data is restricted to either internal business use and heavily restricted to what needs to be used. 

Users can at any time request to have their Faces account masterly deleted, removing all data associated with them. This would be done by contacting the Data Controller Ben O’Brien at Ben@facesconsent.com 

All client consent forms and client information associated with the users account can be deleted on request. Users have the ability to remove all data from Faces and download the required information directly to their own systems. Users can login to their Faces account and download client information and consent forms. Which can then be removed from Faces if required. 

We also use personal information such as email addresses to send out email campaigns to our users. All email campaigns are powered by the email software provider MailChimp. You can find out more about MailChimp policies here: https://mailchimp.com/legal/ 

When we send out emails from time-to-time users are free to unsubscribe at any point. This can be done at the footer of the email and you won’t be contacted again for marketing purposes.


Fresha is the booking system we use and this can store clients names, email addresses, phone numbers and details of any treatments they have received. Financial data is also stored in this platform as clients are required to pay depoists for their treatments on this platform. 

As Skin You Will Love Ltd use the Fresha Services, this Data Protection Addendum (“Data Protection Addendum” or “DPA”) is incorporated into and forms part of the Fresha Partner Terms of Business and/or other applicable agreement entered into between the Partner and Fresha (the “Agreement“).

This Data Protection Addendum sets out the requirements for Fresha’s processing of personal data on behalf of the Partner for the purposes of providing the Fresha Services.

These additional terms take effect from the date the Partner enters into the Agreement. In the event of any conflict between the terms of this Data Protection Addendum and the terms of the Agreement, the terms (including definitions) of this Data Protection Addendum shall prevail so far as the subject matter concerns the processing of personal data.


In addition to the defined terms set out in the Fresha Partner Terms of Business, the following words and expressions shall have the following meanings:

Adequate Country” means a country or territory recognised as providing an adequate level of protection for Personal Data under an adequacy decision made, from time to time, by (as applicable) (i) the Information Commissioner’s Office (“ICO”) and/or under applicable UK law (including the UK GDPR), or (ii) the European Commission under the GDPR.

Affiliate” means, with respect to any party, any corporate entity that directly or indirectly Controls, is Controlled by, or is under Common Control with, such party (for so long as such Control exists). An entity “Controls” another entity if it: (a) holds a majority of the voting rights in it; (b) is a member or shareholder of it and has the right to remove a majority of its board of directors or equivalent managing body; (c) is a member or shareholder of it and controls alone or pursuant to an agreement with other shareholders or members, a majority of the voting rights in it; or (d) has the right to exercise a dominant influence over it pursuant to its constitutional documents or pursuant to a contract; and two entities are treated as being in “Common Control” if either controls the other (directly or indirectly) or both are controlled (directly or indirectly) by the same entity.

Data Protection Laws” means:

  • in the European Union, the General Data Protection Regulation 2016/679 (the “GDPR”), and
  • in the UK, the UK General Data Protection Regulation 2016/679, as implemented by the Data Protection, Privacy and Electronic Communications (Amendments etc) (EU Exit) Regulations 2019 and the Data Protection, Privacy and Electronic Communications (Amendments etc) (EU Exit) Regulations 2020 (the “UK GDPR”), the Data Protection Act 2018, and the Privacy and Electronic Communications Directive 2002/58/EC (as the same may be superseded by the Regulation on Privacy and Electronic Communications,(“ePrivacy Regulation”)).

Data Subject Request” means a request from or on behalf of a data subject to exercise any rights in relation to their Personal Data under Data Protection Laws.

EEA” means the European Economic Area and Switzerland.

End Users” means Partner’s designated employees and agents who are authorised by Partner to access and use the Fresha Services, Fresha Marketplace and Fresha Widget.

EU SCCs” means the Commission Implementing Decision (EU) 2021/914 of 4 June 2021 on standard contractual clauses for the transfer of personal data to third countries pursuant to Regulation (EU) 2016/679 of the European Parliament and of the Council (the approved version of which is available at http://data.europa.eu/eli/dec_impl/2021/914/oj), including the applicable modules along with the corresponding appendices.

2010 SCCs” means the model clauses for the transfer of personal data to processors established in third countries approved by the European Commission, the approved version of which is set out in the European Commission’s Decision 2010/87/EU of 5 February 2010 and at http://eur-lex.europa.eu/legal-content/en/TXT/?uri=CELEX%3A32010D0087 and which along with the Appendices to the 2010 SCCs included in appendix 1 to this Data Protection Addendum, form a part of the Agreement

Personal Data” means, for the purposes of this Data Protection Addendum, all Partner Client personal data which is uploaded into the Fresha Services by Partner (or directly by a Partner Client) and accessed, stored or otherwise processed by Fresha as a processor.

Security Breach” means any breach of security or other action or inaction leading to the accidental or unlawful destruction, loss, alteration, unauthorised disclosure of, or access to, Personal Data by Fresha or its sub-processors, or any other identified or unidentified third party.

Supervisory Authority” means in the UK, the Information Commissioner’s Office (“ICO”) (and, where applicable, the Secretary of State or the government), and in the EEA, an independent public authority established pursuant to the GDPR.

UK” means the United Kingdom.

controller“, “data subject“, “personal data” and “processor” have the meanings ascribed to them in the Data Protection Laws.

Roles and compliance with Data Protection Laws

Partner is the controller of Partner Clients’ Personal Data, and Fresha is the processor of Partner Clients’ Personal Data.
Each party will comply with applicable Data Protection Laws. As between the parties, Partner shall have sole responsibility for the accuracy, quality, and legality of Personal Data and the means by which the Personal Data was acquired, including so that the processing described hereunder may be lawfully undertaken by Partner and Fresha.

Each party shall appoint an individual within its organisation authorised to respond to enquiries regarding the Personal Data, and provide the other party with contact information for this individual. Each party shall deal with such enquiries promptly.

Description of Processing

Partner authorises Fresha to process Customer personal data as set out in its Privacy Policy. Fresha will only process Personal Data
(i) in order to provide the Fresha Services or
(ii) per Partner’s instructions in writing,

which shall include the Agreement, or via the Fresha Services. Nothing in this Agreement shall prevent or restrict Fresha from anonymising and using such data in accordance with the Agreement, and to improve Fresha’s products and services. To the extent any such data is considered personal data, Fresha shall process such data in accordance with applicable Data Protection Laws.
The subject matter, nature and purposes, duration of the processing, and the types of data and categories of data subjects are as follows:

Subject Matter of the Processing
Fresha’s provision of Fresha Services, Fresha Marketplace, and Fresha Widget under the Agreement, including its processing of Personal Data under this Agreement, to Partner;

Nature and Purposes of the Processing
The nature and purposes of the processing are the collection, storage, duplication, deletion, analysis, pseudonymisation, anonymisation, provision and disclosure of Personal Data as described in the Agreement, and as pursuant to providing the Fresha Services to Partner and any further instructions by Partner in writing.

Duration of Processing
Fresha will process the Personal Data for the duration of the Agreement, or until the processing is no longer necessary for the purposes described in this Agreement.

Types of Data
Any Personal Data that Partner in its discretion uploads into the Fresha Services will be processed under this Agreement. Partner may not upload, request (e.g. in a Customer booking form) or otherwise process special category data (e.g. health data).
Partner’s staff data may include: first name, last name, contact information, job/role title, services provided/qualified for, and access permissions. Customer data may include: first name, last name, contact information, booking data.

Categories of Data Subjects
Data Subjects may include any Customers, Partner staff, or other individuals whose personal data is processed via the Fresha Services, in each case about whom Personal Data is provided to Fresha via the Fresha Services by, or at the direction of, Partner.

Fresha will notify Partner (unless prohibited by applicable law) if it is required under applicable law to process Personal Data other than pursuant to Partner’s instructions. Fresha will, as soon as reasonably practicable upon becoming aware, inform the Partner if, in Fresha’s opinion, any instructions provided by the Partner infringe the GDPR, UK GDPR or any applicable local data protection laws.

Technical and organisational security measures

Fresha will implement appropriate technical and organizational measures to ensure a level of security appropriate to the risks that are presented by the processing of Personal Data, in particular protection against accidental or unlawful destruction, loss, alteration, unauthorised disclosure of, or access to Personal Data. Fresha will provide a summary of its security measures upon written Partner request.

Fresha will ensure that only authorised personnel have access to Personal Data and that any persons whom it authorizes to access the Personal Data are under obligations of confidentiality.

Security breaches, data subject requests & further assistance

Security breaches
Fresha will notify Partner of any Security Breach without undue delay, and where feasible within 72 hours of becoming aware of the Security Breach.

Data subject requests
Fresha will promptly notify Partner if it receives a Data Subject Request. Fresha may respond to a Data Subject Request solely to confirm that such request relates to Partner, and will not otherwise respond to a Data Subject Request. Partner acknowledges and agrees that the Fresha Services include features which will allow Partner to manage Data Subject Requests directly through the Fresha Services without additional assistance from Fresha. If Partner does not have the ability to address a Data Subject Request, Fresha will, upon Partner’s written request, provide reasonable assistance to facilitate Partner’s response to the Data Subject Request to the extent such assistance is consistent with applicable law; provided that Partner will, at Fresha’s discretion, be responsible for paying for any reasonable costs incurred or fees charged by Fresha for providing such assistance.

Further assistance
Taking into account the nature of processing and the information available to Fresha, Fresha will provide such assistance as Partner reasonably requests in relation to Partner’s obligations under Data Protection Laws with respect to:
(a) data protection impact assessments;
(b) required notifications to the Supervisory Authority under Data Protection Laws and/or required communications to data subjects by the Partner in response to a Security Breach; or
(c) Partner’s compliance with its obligations under the GDPR or UK GDPR (as applicable) with respect to the security of processing.

Partner grants a general authorisation to Fresha to appoint its Affiliates or third parties as sub-processors to support the performance of the Fresha Services, including data centre operators, cloud-based software providers, and other outsourced support and service providers. Fresha will maintain a list of sub-processors and will notify Partner of new and replacement sub-processors to the list thirty (30) days prior to them starting sub-processing of Personal Data. Fresha will consider any of Partner’s reasonable objections to a new sub-processor. If Partner has a reasonable objection to any new or replacement sub-processor and there is no option available for Partner to use the Fresha Services without use of that sub-processor, Partner’s sole and exclusive remedy is to terminate the Agreement, only in relation to the Fresha Services to which the proposed new sub-processor’s processing of Personal Data relates or would relate, by providing 10 day’s advance written notice to Fresha.

Fresha will enter into a written contract with each sub-processor which imposes on such sub-processor terms no less protective of Personal Data than those imposed on Fresha in this Agreement (the “Relevant Terms”). Fresha shall be liable to Partner for any breach by such sub-processor of any of the Relevant Terms to the extent required under Data Protection Laws.

International transfers

Partner agrees that its use of the Fresha Services may involve the transfer of Personal Data to, and processing of Personal Data in, locations outside of the UK and/or EEA (such as for purposes of providing support to Partner), including processing in any country in which Fresha, its Affiliates and authorized Sub-processors perform the Fresha Services. Fresha will ensure any such transfer or other processing complies with applicable Data Protection Laws.

To the extent Fresha’s processing relates to a transfer which is subject to the UK GDPR (except if in an applicable Adequate Country), the parties agree that the 2010 SCCs will apply and are incorporated into this Agreement, and Fresha is the ‘data importer’ and will comply with the obligations of the ‘data importer’ in the 2010 SCCs accordingly and Partner is the ‘data exporter’ and will comply with the obligations of the ‘data exporter’ accordingly. The following terms shall apply to the 2010 SCCs:
(a) Annexes 1 and 2 in appendix 1 of this Data Protection Addendum contain the information required by Annexes 1 and 2 of the 2010 SCCs;
(b) Partner may exercise its right of audit under clause 5(f) of the 2010 SCCs as set out in, and subject to the requirements of, clause 8 of this Data Processing Addendum;
(c) Fresha may appoint sub-processors under clause 11 of the 2010 SCCs as set out, and subject to the requirements of, clause 6 of this Data Processing Addendum.

To the extent Fresha’s processing relates to a transfer which is subject to the EU GDPR (except if in an applicable Adequate Country), the parties agree to implement the EU SCCs (including, where applicable, Module 2 (C2P) of the EU SCCs, along with the corresponding appendices). Such implemented EU SCCs, once agreed between the parties, will apply and will be deemed to be incorporated into this DPA.

Fresha may (i) replace either the EU SCCs or the 2010 SCCs with any alternative or replacement transfer mechanism in compliance with applicable Data Protection Laws, including any standard contractual clauses approved by an applicable Supervisory Authority, and (ii) make reasonably necessary changes to this clause 7 by notifying Partner of the new transfer mechanism or content of the new standard contractual clauses (provided their content is in compliance with the relevant decision or approval), as applicable.

To the extent that Fresha transfers any Personal Data to a sub-processor (including any Fresha Affiliates) that processes Personal Data outside the UK or EEA (except if in an Adequate Country), the parties agree that Fresha shall ensure that such transfer complies with Data Protection Laws. For these purposes, Partner mandates Fresha to sign the applicable standard contractual clauses on Partner’s behalf with any relevant sub-processor.

Audit and Records

Partner may exercise its right of audit under Data Protection Laws through Fresha providing Partner with, subject to any relevant confidentiality terms, such information in Fresha’s possession or control as may be necessary to demonstrate compliance with its obligations under this Data Protection Addendum (including an audit report by a registered and independent external auditor demonstrating that Fresha’s technical and organizational measures are sufficient and in accordance with an accepted industry audit standard). Fresha may provide additional information in its possession or control to a Supervisory Authority that requests additional information in relation to the data processing activities carried out by Fresha under this Data Protection Addendum.

Partner agrees to thoroughly review and provide due consideration to such third-party certifications, audits or reports as Fresha may provide (in order to demonstrate its compliance with its obligations under this Data Protection Addendum) before making any request for additional information or inspection hereunder.

To the extent that Partner is unable to confirm Fresha’s compliance with this Data Protection Addendum under this clause 8, in the event of any Security Breach, or upon the instruction of a Supervisory Authority, Fresha shall permit Partner (or their respective appointed third party auditors) to carry out an audit of Fresha’s premises and operations to the extent reasonably required to confirm Fresha’s compliance with this Data Protection Addendum. Partner must give Fresha reasonable prior notice of such intention to audit, conduct its audit during normal business hours, ensure auditors have agreed to appropriate confidentiality obligations, and be at Partner’s cost.

Deletion or return of data

Partner will have up to thirty (30) days following termination or expiry of the Agreement or completion of the Fresha Services to download its Partner Client Data via the Fresha Services export functionality, after which period Fresha may delete such Partner Client Data.

Notwithstanding the foregoing, Fresha may retain Personal Data beyond termination or expiry solely if, and for so long as, such Personal Data must be retained in order to comply with applicable law.

Limitation of liability

Fresha’s maximum aggregate liability to Partner under or in connection with Data Protection Addendum shall not under any circumstances exceed the maximum aggregate liability of Fresha to the Partner as set out in the Agreement. Nothing in this Data Protection Addendum will limit Fresha’s liability in respect of personal injury or death in negligence or for any other liability or loss which may not be limited by agreement under applicable law.

Skin You Will Love Ltd and SYWL School of Aesthetics Ltd will only use external third parties that are GDPR approved to the highest standard with any data storage issues. 

Infection and PPE Policy

Standard infection control precautions Standard infection control precautions (SICPs) are to be used by all staff, in all care settings, always, for all patients whether infection is known to be present or not, to ensure the safety of those being cared for, staff and visitors in the care environment. SICPs are the basic infection prevention and control measures necessary to reduce the risk of transmitting infectious agents from both recognised and unrecognised sources of infection. Sources of (potential) infection include blood and other body fluids, secretions or excretions (excluding sweat), non-intact skin or mucous membranes and any equipment or items in the care environment that could have become contaminated. The application of SICPs during care delivery is determined by assessing risk to and from individuals. This includes the task, level of interaction and/or the anticipated level of exposure to blood and/or other body fluids. To protect effectively against infection risks, SICPs must be used consistently by all staff. SICPs implementation monitoring must also be ongoing to ensure compliance with safe practices and to demonstrate ongoing commitment to patient, staff and visitor safety. There are 10 elements of SICPs: • patient placement/assessment for infection risk • hand hygiene • respiratory and cough hygiene • personal protective equipment (PPE) • safe management of care equipment • safe management of the care environment • safe management of linen • safe management of blood and body fluids 6 • safe disposal of waste (including sharps) • occupational safety/managing prevention of exposure (including sharps). This SICPs policy focuses on hand hygiene and PPE.

Hand hygiene is considered an important practice in reducing the transmission of infectious agents that cause HAIs. Sinks for washing hands must be used solely for that purpose and not for disposing of liquids. Before performing hand hygiene: • expose forearms (bare below the elbow) • remove all hand and wrist jewelry (a single, plain metal finger ring is permitted but should be removed (or moved up) during hand hygiene • ensure fingernails are clean and short, and do not wear artificial nails or nail products • cover all cuts or abrasions with a waterproof dressing. To perform hand hygiene: Alcohol-based hand rubs (ABHRs) must be available for staff as near to the point of care as possible. Where this is not practical, personal ABHR dispensers should be used. Perform hand hygiene: 1. before touching a patient 2. before clean or aseptic procedures 3. after body fluid exposure risk 4. after touching a patient; and 5. after touching a patient’s immediate surroundings. NB: perform hand hygiene before putting on and after removing gloves. 8 Wash hands with non-antimicrobial liquid soap and water if: • hands are visibly soiled or dirty • caring for patients with vomiting or diarrhea illnesses • caring for a patient with a suspected or known gastrointestinal infection, e.g., norovirus or a spore-forming organism such as Clostridium difficile. In all other circumstances, use ABHRs for routine hand hygiene during care. Where running water is unavailable, or hand hygiene facilities are lacking, staff may use hand wipes followed by ABHR and should wash their hands at the first opportunity.


Before undertaking any procedure, staff should assess any exposure to blood and/or other body fluids, non-intact skin or mucous membranes and wear personal protective equipment (PPE) that protects against the risks associated with the procedure. All PPE should be: • located close to the point of use • stored to prevent contamination in a clean, dry area until required for use (expiry dates must be kept to) • single-use only items unless specified by the manufacturer • changed immediately after each patient and/or after completing a procedure or task • disposed of after use into the correct waste stream, i.e., healthcare waste or domestic waste. Reusable PPE items – e.g., non-disposable goggles, face shields, visors – must be decontaminated after each use. Gloves must be: • worn when exposure to blood and/or other body fluids, non-intact skin or mucous membranes is anticipated or likely • changed immediately after each patient and/or after completing a procedure or task • changed if a perforation or puncture is suspected • appropriate for use, fit for purpose and well-fitting.

Aprons must be: • worn to protect uniform or clothes when contamination is anticipated or e.g., when in direct care contact with a patient • changed between patients and/or after completing a procedure or task.

Footwear must be: • visibly clean, non-slip and well-maintained, and support and cover the entire foot to avoid contamination with blood or other body fluids or potential injury from sharps • removed before leaving a care area where dedicated footwear is used, e.g., theatre; these areas must have a decontamination schedule with responsibility assigned.


Where possible at SYWL we use disposable, single use tools for health and safety of ourselves and our clients. Where single use is not possible, we follow a strict 4 step sterilisation process.

1) Tools are washed manually in a sink dedicated to clinic use only 2) Tools are sterilised using a sterilisation fluid

3) Tools are transferred to clinical grade dry heat sterilisation unit

4) Then packaged individually in sterilisation pouches using tweezers and gloves


The clinic is thoroughly cleaned after each clinic day this is currently carried out by staff but we are in the process of sourcing a company that specialises in cleaning a clinical environment.

Consent Policy

Consent to treatment means a person must give permission before they receive any type of treatment, test or examination. 

This must be done on the basis of an explanation by a clinician. The treatment will be explained in detail so the client can consider all the information in ordder to give informed consent, without all of this information they cannot consent fully as they won’t have all the information which could affect the decision making process. 

Consent from a patient is needed regardless of the type of treatment they are considering. 

The principle of consent is an important part of medical ethics and international human rights law.

Defining consent

For consent to be valid, it must be voluntary and informed, and the person consenting must have the capacity to make the decision. 

The meaning of these terms are:

  • voluntary – the decision to either consent or not to consent to treatment must be made by the person, and must not be influenced by pressure from medical staff, friends or family 
  • informed – the person must be given all of the information about what the treatment involves, including the benefits and risks, whether there are reasonable alternative treatments, and what will happen if treatment does not go ahead
  • capacity – the person must be capable of giving consent, which means they understand the information given to them and can use it to make an informed decision

If an adult has the capacity to make a voluntary and informed decision to consent to or refuse a particular treatm

ent, their decision must be respected. 

Any individual who lacks capacity will not be treated at SYWL. 

How consent is given

Consent can be given:

  • verbally – for example, a person saying they’re happy to receive a treatment although verbal consent will be documented for insurances purposes
  • in writing – for example, signing a consent form for treatment

Someone could also give non-verbal consent, as long as they understand the treatment or examination about to take place – for example, holding out an arm for a B12 injection. 

Consent should be given to the Aesthetician responsible for the person’s treatment. 

This could be a: 

  • nurse aesthetics practitioner 
  • Advanced aesthetics practitioner 
  • Self employed staff of SYWL Ltd who are providing a treatment

If someone’s going to have a invasive procedure, such as PDO threads or none surgical facelift , their consent should be secured well in advance so they have plenty of time to understand the procedure and ask questions. 

If they change their mind at any point before the procedure, they’re entitled to withdraw their previous consent.

Consent from children and young people

If they’re able to, consent is usually given by patients themselves.

But someone with parental responsibility may need to give consent for a child up to the age of 16 to have treatment.

Late Policy

Cancellation and Late Arrival Policies

 We know everyone has busy lives and sometimes circumstances beyond your control may mean you have to cancel your appointment or are unable to get to your appointment on time.  We’ll be as flexible as we can in accommodating this, however, the following policies apply;

Cancellation – 24 hours’ notice please

If you need to cancel your appointment, please just let us know as soon as possible before hand, but at least 24 hours before your appointment.

If you fail to make your appointment without letting us know we will retain the deposit of 20% paid for that booking. 

Late arrival? We may not be able to carry out your treatments

Arrival more than a few minutes late for your appointment means we cannot spend the time we need to give you a proper service, we will do our utmost to accommodate clients, but we may not be able to carry out your treatments if we do not have sufficient time to carry them out safely. 

How long is a few minutes? Any longer than 10 minutes late and we may have to refuse your treatment for the safety of ourselves, yourselves and to enable us to carry on seeing subsequent clients in a timely manner. 

We know these policies may be frustrating for clients who have to cancel at short notice for genuine reasons or who arrive late through no fault of their own, but we also have a duty to our other clients to keep to their appointment times.

Our technicians run busy schedules and a late cancellation or no show for an appointment means someone else may miss out.  We will happily rebook a new appointment for you as soon as possible, although the following may apply.

We may request pre-payment for services if you’ve been late for several appointments.

Parking for Your Appointments at SYWL

We have our own free parking so parking should never be a problem, you can pull up almost right outside the clinic door at any time as the car park for the clinic is never closed.

Medicine Management

SYWL Ltd have a duty of care and are professionally and legally accountable for the care they provide, including those tasks that they delegate to staff. 

All staff, whether professionally registered or not, are accountable for their own practices. This means that if they accept a delegated duty, they must have the skills and knowledge to carry out the duty safely. 

Only staff who have completed the required training and have been assessed as competent by a designated member of staff are able to administer medications.

SYWL Ltd will maintain a list of staff who have received training with the date of training, a record of the signature of all staff who have been assessed as competent to sign medication administration records and medication receipts and a record of all medication incidents.

Minors in Clinic Policy

Anyone under the age of 18 is strictly prohibited from the clinic for their safety due to the nature of the equipment, medical devices and prescription items on site and if a parent or guardian is receiving treatment then the children will be on their own and we cannot be responsible for their safety. Also we have to think of staff, the worry have unsupervised children causes and the imapct to other clients.

Clients are welcome to wait in the car unsupervised if they are old enough as the car park is a safe area and is not open to the general public so there are no passers by and the vehicle will be parked within eyesight of the clinic.

This may be difficult for some that struggle with childcare but we have to consider the safety of everyone.

The only exception of children coming into the clinic is when the child is coming for a teen facial or an age appropriate treatment under the supervision of a parent or guardian and consent has been obtained primarily from the child receiving the treatment and the parent or guardian all fo which will need to be documented.

If the child refuses treatment but the parent or guardian wishes to proceed the treatment will be refused as consent of the child is our priority.

Photography and Social Media Policy

All clients will have before and after photos taken and stored on their digital consultation form in the Faces Consent, these are none negotiable photographs required for insurances purposes and without these treatments cannot go ahead. 

A set of questions in relation to consent as to whether photos can be shared are added to the treatment consultation form. If consent is obtained then pictures may be put into the branding of the clinic and shared across social media platforms including but not exclusive to Facebook, Instagram and TikTok.

Clients may consent to full identifying images being used for marketing purposes and this will be documented or clients may consent to images being used that shows the effectiveness of a treatment without identifying the client. 

All wishes in regards to photography and social media will be respected by Skin You Will Love Ltd and SYWL School of Aesthetics Ltd. 

Consent to images can be revoked at any time. 

Any queries in relation to photography and social media policies can be emailed to info@skinyouwilllove.com

Resuscitation and First Aid policy

In the event of injury or sudden illness, failure to provide first aid could result in a casualty’s death. The employer should ensure that an employee who is injured or taken ill at work receives immediate attention.

The Health and Safety (First-Aid) Regulations 1981 require employers to provide adequate and appropriate equipment, facilities and personnel to ensure their employees receive immediate attention if they are injured or taken ill at work. These Regulations apply to all workplaces including those with less than five employees and to the self-employed.

What is ‘adequate and appropriate’ will depend on the circumstances in the workplace. This includes whether trained first-aiders are needed, what should be included in a first-aid box and if a first-aid room is required. Employers should carry out an assessment of first-aid needs to determine what to provide.

At SYWL we have 3 trained first aiders out of a team of 6 individuals, we have a full first aid kit specifically for the workplace in the clinic.

One is a trained nurse and one is training to be a nurse. If required CPR can be implemented confidently and carried out until further medical support arrives.

We do not currently have a defibrillator on site and the nearest one is within a mile of the clinic at the Yacht Pub in Oakenholt, it is located on the front wall of the premises.

We are currently looking to purchase a defibrillator to keep on site which can be used by the local community if needed.

An accident book is kept on site to details any incidents that may occur that require first aid.

Any queries about first aid at SYWL can be sent to info@skinyouwilllove.com

Smoking Policy 

Skin You Wil Love holds a strictly no smoking policy on site or outside the clinic door. Smoking is permitted on the car park as long as cigarettes are stubbed out properly and put in the bins provided, no cigarette ends to be dropped on the floor. 

E-cigarettes can be used outside of the clinic door but not inside of the clinic or near the clinical areas.

Whistleblowing Policy

The Public Interest Disclosure Act 1998 (PIDA) amended the Employment Rights Act 1996 (“the Act”) to create a framework for whistleblowing across the private, public and voluntary sectors. The Act provides individuals in the workplace with protection from victimisation where they make a protected disclosure about malpractice or wrongdoing at work in accordance with the Act’s provisions.

Everyone should have the confidence to speak up, and to know that those raising a genuine concern will not suffer any detriment. Employees of external parties reporting a genuine concern of certain malpractice will be afforded the same protection under the Act as if they had reported the concern direct to their own employer.

This policy sets out the procedure for receiving concerns about malpractice or wrongdoing. The following are example of examples of potential wrongdoing: 

  • that a criminal offence has been committed, is being committed or is likely to be committed;
  • that a person has failed, is failing or is likely to fail to comply with any legal obligation to which he or she is subject;
  • that a miscarriage of justice has occurred, is occurring or is likely to occur;
  • that the health or safety of any individual has been, is being or is likely to be endangered;
  • that the environment has been, is being or is likely to be damaged; or
  • that information tending to show any matter falling within any one of the preceding paragraphs has been, or is likely to be, deliberately concealed.
  • dangerous practices at work that could cause harm to employees or the public;
  • fraud, theft, corruption, extravagance or unnecessary waste by employees or contractors;
  • corruption in letting or managing contracts;
  • that a criminal offence is, or is likely to be, committed such as making unauthorised disclosures of confidential information described in Schedule 5 of the Defence Reform Act 2014 or the company not having the right insurance;
  • risk or damage to the environment;
  • offering, taking or inviting bribes; or
  • a failure to comply with a legal obligation, 

Raising a concern

In the first instance, your concern should be raised to Vicki Shinks, Operations Manager of SYWL Ltd.  This can be done by contacting Vicki by any of the following methods:

Tel: 07592 162253

Email: vshinks@outlook.com

Address: Unit 2, Field Farm, Oakenholt Lane, Oakenholt, Flint

You will be asked for as many details as you can, so that we can establish whether your concern meets the requirements of the Act.  You do not have to have conclusive evidence to make your complaint and we would rather you tell us of your concerns at an early stage than wait until you have proof. 

The information you provide us will be recorded securely and confidentially.  Once you have told us of your concern, we will look into it to assess initially what action we will take. This may involve an internal inquiry or referral to an external body such as the police. We will tell you who is handling the matter, how you can contact them and whether your further help may be needed. If you ask it, we will write to you summarising your concern and setting out how we propose to handle it.

Safeguarding Policy


The purpose of this policy is to protect people, particularly children, at risk adults and beneficiaries of assistance, from any harm that may be caused due to coming into contact with SKIN YOU WILL LOVE.  This includes harm arising from:

  • The conduct of staff or personnel associated with SKIN YOU WILL LOVE
  • The design and implementation of SKIN YOU WILL LOVE. programmer and activities 

The policy lays out the commitments made by SKIN YOU WILL LOVE and informs staff and associated personnel of their responsibilities in relation to safeguarding.  This policy does not cover: 

  • Sexual harassment in the workplace – this is dealt with under SKIN YOU WILL LOVE Anti Bullying and Harassment Policy
  • Safeguarding concerns in the wider community not perpetrated by SKIN YOU WILL LOVE or associated personnel

What is safeguarding?

In the UK, safeguarding means protecting peoples’ health, wellbeing and human rights, and enabling them to live free from harm, abuse and neglect. In our sector, we understand it to mean protecting people and at-risk adults, from harm that arises from coming into contact with our staff or programmes.  Further definitions relating to safeguarding are provided in the glossary below. 


  • All staff contracted by SKIN YOU WILL LOVE
  • Associated personnel whilst engaged with work or visits related to SKIN YOU WILL LOVE.  Including but not limited to following: Nurses, Clinicians, self-employed therapists, consumers of service, 3rd party suppliers.

Policy Statement

SKIN YOU WILL LOVE believes that everyone we come into contact with, regardless of age, gender identity, disability, sexual orientation or ethnic origin has the right to be protected from all forms of harm, abuse, neglect and exploitation.  SKIN YOU WILL LOVE, will not tolerate abuse and exploitation by staff or associated personnel.

This policy will address the following areas of safeguarding [as appropriate]: adult safeguarding, and protection from sexual exploitation and abuse.  These key areas of safeguarding may have different policies and procedures associated with them (see Associated Policies). 

SKIN YOU WILL LOVE commits to addressing safeguarding throughout its work, through the three pillars of prevention, reporting and response.


  • Ensure all staff have access to, are familiar with, and know their responsibilities within this policy
  • Design and undertake all its programmes and activities in a way that protects people from any risk of harm that may arise from their coming into contact with SKIN YOU WILL LOVE LTD.  This includes the way in which information about individuals in our programmes is gathered and communicated
  • Implement stringent safeguarding procedures when recruiting, managing and deploying staff and associated personnel 
  • Ensure staff receive training on safeguarding at a level commensurate with their role in the organization
  • Follow up on reports of safeguarding concerns promptly and according to due process

Adult safeguarding

SKIN YOU WILL LOVE and associated personnel must not:

  • Sexually abuse or exploit at risk adults
  • Subject an at-risk adult to physical, emotional or psychological abuse, or neglect

Protection from sexual exploitation and abuse

SKIN YOU WILL LOVE staff and associated personnel must not:

  • Exchange money, employment, goods or services for sexual activity. This includes any exchange of assistance that is due to beneficiaries of assistance
  • Engage in any sexual relationships with beneficiaries of assistance, since they are based on inherently unequal power dynamics

Additionally, SKIN YOU WILL LOVE, and associated personnel are obliged to:

  • Contribute to creating and maintaining an environment that prevents safeguarding violations and promotes the implementation of the Safeguarding Policy
  • Report any concerns or suspicions regarding safeguarding violations by any SKIN YOU WILL LOVE staff member or associated personnel to the appropriate staff member 

SKIN YOU WILL LOVE, will ensure that safe, appropriate, accessible means of reporting safeguarding concerns are made available to staff and the communities we work with. Any staff reporting concerns or complaints through formal whistleblowing channels (or if they request it) will be protected by SKIN YOU WILL LOVE Disclosure of Malpractice in the Workplace (Whistleblowing) Policy.

SKIN YOU WILL LOVE will also accept complaints from external sources such as members of the public, partners and official bodies.  Staff members who have a complaint or concern relating to safeguarding should report it immediately to their Safeguarding Focal Point [as appropriate] or line manager.  If the staff member does not feel comfortable reporting to their Safeguarding Focal Point or line manager (for example if they feel that the report will not be taken seriously, or if that person is implicated in the concern) they may report to any other appropriate staff member.  For example, this could be a senior manager or a member of the HR Team.


UNIT 2 Field farm 




SKIN YOU WILL LOVE will follow up safeguarding reports and concerns according to policy and procedure, and legal and statutory obligations (see Procedures for reporting and response to safeguarding concerns in Associated Policies). SKIN YOU WILL LOVE will apply appropriate disciplinary measures to staff found in breach of policy. 

SKIN YOU WILL LOVE will offer support to survivors of harm caused by staff or associated personnel, regardless of whether a formal internal response is carried out (such as an internal investigation).  Decisions regarding support will be led by the survivor. It is essential that confidentiality in maintained at all stages of the process when dealing with safeguarding concerns.  Information relating to the concern and subsequent case management should be shared on a need-to-know basis only and should be kept secure at all times. 

Contact details:

Flintshire Child Services 01352 701000

Adult Services 03000 858858