Your trust is at the heart of everything we do, and that includes how we care for your personal information.

This policy explains what information we collect, why we collect it, how we keep it safe and the choices available to you. It applies to everyone who visits our website, contacts us, or becomes a client of Dr Mélanin.

i.Who we are

Dr Melanin Ltd is a limited company registered in England and Wales (company number 15192574), trading as Dr Mélanin, a dermatologist-led aesthetic clinic. We are the data controller for the personal information described in this policy.

• Registered office: 186 Petts Wood Road, Petts Wood, Orpington, BR5 1LG
• Clinic: Unit 5, Eastern Avenue, West Thurrock, Essex, RM20 3FH
• ICO registration number: ZB948857
• Privacy enquiries: [email protected]

ii.The information we collect

• Identity and contact details: your name, date of birth, address, email address and telephone number.
• Health and clinical information: your medical and aesthetic history, allergies, medications, skin assessments, consultation notes, treatment records and clinical photographs.
• Booking and payment information: appointment history, deposits and payments, and, where you choose a financing option, the outcome of the provider’s soft credit check. We do not store full card details ourselves.
• Your correspondence with us: messages sent by email, WhatsApp, telephone, social media or our contact form.
• Mélanin Privé information: your personal referral link, referrals made through it, credits earned and your loyalty tier.
• Website usage information: collected through cookies and analytics, such as the pages you visit and how you arrived at our website. Please see our Cookie Policy.
• Marketing preferences: if you choose to receive news and updates from us.

iii.How we collect it

Most of the information we hold comes directly from you, when you complete your consultation forms, book an appointment, speak with our team or use our website. Occasionally we receive information from others: for example, when a friend introduces you through their Mélanin Privé link, when a financing provider confirms the outcome of an application you have made, or from another healthcare professional with your agreement.

iv.How we use it, and why we are permitted to

v.Clinical photography and case studies

Clinical photographs form an important part of your medical record, allowing us to plan your treatment and track your progress. Where we would like to use before-and-after photographs or a case study for marketing or educational purposes, we will only ever do so with your specific, written, informed consent, kept separate from your treatment consent. You may withdraw this consent at any time, and we will remove your images from public use as soon as reasonably practicable.

vi.Who we share it with

• AesthetiDocs, our clinical records and booking platform, which processes your information on our behalf. Its obligations on confidentiality, security, breach notification and the deletion or return of data are set out in Section 6 of its Terms & Conditions, which serves as our data processing agreement.
• Payment and financing providers, only where needed to take a payment, or where you choose to apply for a financing option, and only the information that application requires.
• Google (Analytics and Tag Manager) and Meta (Facebook and Instagram), where you have consented to analytics or marketing cookies.
• Your GP or other healthcare professionals, with your consent, or where it is clinically necessary for your safety.
• Our professional advisers and insurers, such as our accountants, legal advisers and medical indemnity providers, where this is necessary.
• Regulators and public authorities, such as the General Medical Council or the Information Commissioner’s Office, where we are lawfully required to.

vii.International transfers

Some of our service providers, such as Google and Meta, may process information outside the UK. Where this happens, we rely on recognised legal safeguards, such as UK adequacy regulations or the International Data Transfer Agreement and Addendum approved by the Information Commissioner, to ensure your information receives an equivalent level of protection.

viii.How long we keep it

• Clinical and health records, including photographs: a minimum of 8 years from your last treatment, in line with UK clinical record-keeping guidance, or longer where the law or regulatory guidance requires.
• Financial and payment records: 6 years, to meet tax and accounting requirements.
• Marketing preferences: until you unsubscribe. We keep a short record that you have opted out, so that we respect your choice.

When information is no longer needed, it is securely deleted or anonymised.

ix.Keeping it secure

Your information is held on secure, access-controlled systems, and our website uses an encrypted connection. Access to clinical records is limited to the members of our team who need it to care for you, all of whom are bound by a duty of confidentiality. In the unlikely event of a personal data breach that puts your rights at risk, we will inform you, and the Information Commissioner’s Office where required, without undue delay.

x.Your rights

Under UK data protection law, you have the right to:

• be informed about how your information is used, which is the purpose of this policy;
• access the personal information we hold about you, and receive a copy of it;
• ask us to correct information that is inaccurate or incomplete;
• ask us to delete your information, subject to our legal duty to retain clinical records;
• ask us to restrict, or object to, certain uses of your information;
• receive information you have given us in a portable format, where this applies;
• withdraw your consent at any time, wherever we rely on it; and
• not be subject to decisions made solely by automated means. We do not make any such decisions.

To exercise any of these rights, please email [email protected] with the subject line “Data Protection Request”. There is no charge, and we will respond within one month. For particularly complex requests, we may extend this by up to two further months, and we will let you know if so. We may ask you to confirm your identity first, to keep your information safe.

xi.Children

We do not provide consultations or treatments to anyone under the age of 18, and our website is not intended for children. We do not knowingly collect personal information from anyone under 18. Please see our Safeguarding & Age Policy.

xii.Raising a concern

If you are unhappy with how we have handled your information, we would be grateful for the chance to put it right, so please contact us first. You also have the right to complain to the Information Commissioner’s Office at ico.org.uk, or by calling 0303 123 1113.

xiii.Changes to this policy

We may update this policy to reflect changes in the law, our clinical practice or the way we work. The current version will always be published on this page.

Last updated: October 2026

These terms set out the basis on which we provide our consultations, treatments, courses and products.

In these terms, “we”, “us” and “our” refer to Dr Melanin Ltd, trading as Dr Mélanin, and “you” refers to our client. They apply together with our Cancellation, No-Show, Consent & Treatment and Safeguarding & Age policies. By booking with us, you agree to these terms. Nothing in them affects your statutory rights.

i.Consultations

• Every treatment journey with us begins with a consultation, so that your plan is built around your skin, your anatomy and your goals.
• A £50 deposit secures a cosmetic consultation, and is redeemable against non-prescription skin treatment. It cannot be redeemed against products, further consultations or skin reviews.
• A medical consultation is £100.
• Treatments involving prescription-only medicines are only ever provided following a face-to-face assessment with a qualified prescriber.
• Your medical history and consent forms must be completed before your appointment. Returning clients will be asked to confirm whether anything has changed, and it is important that you tell us about any change, however minor it may seem. Where forms have not been completed, your appointment may need to be shortened or rescheduled.

ii.Bespoke pricing

Prices shown on our website are indicative starting points. Every plan is tailored, so your investment is confirmed following your consultation with one of our doctors, before any treatment begins.

iii.Payment

• Payment is due in full at the time of your treatment, unless you have prepaid or chosen one of our structured payment options. We do not extend credit.
• Our payment options, including Pay in 3 and interest-free financing, are set out in our Payment Options policy.
• Where a payment is overdue, interest may be charged at 5% a year above the Bank of England base rate, from three days after the payment was due.

iv.Courses and packages

• Courses and packages are valid for 18 months from the date of purchase. Any sessions not used within that time will expire.
• Courses are personal to you and cannot be transferred to another person.
• Once treatment has begun, courses are non-refundable, except as set out under Treatment suitability below.
• Sessions missed without the required notice are handled under our No-Show Policy.

v.Treatment suitability and switching

We want you to feel completely confident committing to a course with us. If, after a reasonable number of sessions, we find that a treatment is not delivering the right results for your skin, or it becomes clinically unsuitable, we will:

• recommend a suitable alternative, and transfer the remaining value of your course towards it; or
• where no suitable alternative exists, refund the remaining balance of your course.

In either case, sessions already received are charged at the single-session price, and the remaining value is calculated from the balance. You will never be left paying for a treatment plan that is not right for your skin.

vi.Refunds

• Where a refund is due, a £10 administration fee applies, and the refund is made to your original payment method.
• For hygiene and safety reasons, skincare products cannot be returned once opened, unless they are faulty.
• If you are unhappy with a treatment, please speak to us. We will always arrange a review and look at the matter carefully under our Complaints Policy.

vii.Gift cards

• Dr Mélanin gift cards may be used as full or part payment for treatments. Any remaining balance stays on the card for future use; no change is given.
• Gift cards are valid for 12 months from the date of purchase, after which any remaining balance will expire.
• Gift cards cannot be exchanged for cash or for other gift cards.
• Please keep your gift card safe, as we are unable to replace one that is lost or stolen.
• The recipient will need a consultation before any treatment, and treatment remains subject to clinical suitability.

viii.Your results

Every client is unique. Results, side effects, downtime and recovery vary from person to person, and depend in part on following the aftercare advice we give you. Case studies and before-and-after images reflect individual experiences and do not guarantee any particular outcome.

ix.Our right to decline or postpone treatment

Your safety comes first. We may decline or postpone treatment where, in our clinical judgement, it would not be safe or in your best interests: for example, where there is a contraindication, a required patch test has not been completed, or you appear to be under the influence of alcohol or drugs. We also ask that our team is treated with courtesy, and may decline to treat anyone who behaves abusively. Where we decline treatment for clinical reasons, any prepaid amount for that treatment will be transferred or refunded as set out above.

x.Liability

Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be limited by law. We are not responsible for loss or harm that results from information you did not disclose to us, such as your medical history or medications, or from aftercare advice not being followed. We are not liable for any loss that was not reasonably foreseeable when you booked with us.

xi.Changes and governing law

We may update these terms from time to time. The version in force when you book will apply to that booking. These terms are governed by the law of England and Wales, and any dispute will be dealt with by the courts of England and Wales.

Last updated: October 2026

We want every client to be able to begin the treatment that is right for them, so we offer four ways to invest in a course.

i.Good to know

• Package pricing reflects your commitment to a full course, and applies only when a course is booked through one of our three structured options: pay in full, Pay in 3 or interest-free financing.
• We accept all major credit and debit cards, including American Express.
• Financing is provided subject to eligibility and the provider’s own terms.
• If, after a reasonable number of sessions, a treatment is not right for your skin, our Treatment Suitability & Switching commitment applies, as set out in our Terms & Conditions. Your investment never simply disappears.

Last updated: October 2026

A small number of cookies help our website work well, and help us understand how it is used.

i.What are cookies?

Cookies are small text files saved on your phone, tablet or computer when you visit a website. They allow the website to remember your actions and preferences, and help its owner understand how visitors use it. Similar technologies, such as pixels and local storage, work in much the same way, and this policy covers those too.

ii.The cookies we use

• Strictly necessary: these allow our website to function and stay secure, and remember your cookie choices. They cannot be switched off.
• Analytics: Google Analytics, managed through Google Tag Manager, tells us how visitors find and use our website, such as which pages are visited and for how long, so that we can keep improving it. This information is reported to us in aggregated form.
• Marketing: the Meta Pixel helps us understand how our Facebook and Instagram advertising performs, and to show relevant content to people who may be interested in our clinic.

Analytics and marketing cookies are only set with your consent, which you can give or withdraw at any time.

iii.Third-party content

Our online booking is provided by AesthetiDocs, and some pages link to or display content from Instagram, Facebook, TikTok and WhatsApp. These services may set their own cookies, which are governed by their own cookie and privacy policies.

iv.Managing your cookies

You can change your choices at any time through the cookie settings on our website. You can also block or delete cookies in your browser settings, although some parts of the website may not work as intended if you do. Guidance for the most common browsers:

• Google Chrome
• Safari
• Mozilla Firefox
• Microsoft Edge

You can also opt out of Google Analytics on all websites using Google’s opt-out browser add-on.

v.Further information

For more about how we handle your information, please see our Privacy Policy, or contact us at [email protected]. We will update this policy if the cookies we use change.

Last updated: October 2026

Our website is here to help you understand your skin, and how we might care for it.

This website, drmelanin.co.uk, is operated by Dr Melanin Ltd. By using it, you accept this policy, which applies together with our Privacy Policy and Cookie Policy.

i.Information, not medical advice

The content on our website, including our Knowledge Hub, is for general information only. It is not medical advice, and it is not a substitute for an in-person consultation. Every client is unique, and only a consultation can tell you whether a treatment is suitable for you.

ii.Accuracy of information

We take care to keep our website accurate and up to date, but treatments, prices and availability may change without notice, and occasional errors can occur. Prices shown are indicative; your investment is always confirmed at consultation.

iii.Before-and-after images and case studies

Images and case studies on our website feature real clients, shared with their written consent. They reflect individual results, which vary from person to person, and are not a guarantee of any outcome.

iv.Advertising standards

In line with UK advertising rules, we do not promote prescription-only medicines. Where a treatment involves one, it is only ever offered following a face-to-face consultation with a qualified prescriber.

v.Our content

All content on this website, including text, photography, illustrations, icons, logos and design, is owned by or licensed to Dr Melanin Ltd. You are welcome to view, print or share pages for your own personal use. Please do not copy, reproduce or use any of our content for commercial purposes without our written permission.

vi.Using our website responsibly

We ask that you do not:

• use our website in any way that is unlawful or fraudulent;
• attempt to gain unauthorised access to our website, booking system or any connected systems;
• introduce viruses or any other harmful material, or interfere with how the website works;
• use automated tools to copy or collect content from our website; or
• submit false information, or impersonate another person, when booking or contacting us.

vii.Booking and third-party services

Online booking is provided through AesthetiDocs, and payments and financing through third-party providers. Links to social media and other websites are provided for your convenience. We are not responsible for the content or practices of third-party websites, and their own terms and privacy policies apply.

viii.Availability

We aim to keep our website available at all times, but cannot guarantee that it will be uninterrupted or free from errors or viruses. We may update, suspend or withdraw any part of it at any time.

ix.Accessibility

We want our website to be easy for everyone to use. If you have difficulty accessing any part of it, or would like information in a different format, please contact us and we will be glad to help.

x.Liability

To the extent permitted by law, we accept no liability for any loss arising from reliance on the general information on our website, or from your use of it. Nothing in this policy limits any liability that cannot be limited by law.

xi.Changes and governing law

We may update this policy from time to time, and the current version will always appear on this page. This policy is governed by the law of England and Wales.

Last updated: October 2026

At Dr Mélanin, every appointment is reserved exclusively for you, and we hold that time with the same care we bring to your treatment.

To help us preserve this standard for all our clients, we invite you to review our cancellation policy.

i.Cancellations

• Should your plans change, we kindly ask for at least 48 hours’ notice, allowing us to offer your appointment to another client.
• With more than 48 hours’ notice, you are welcome to amend your appointment through our booking platform, or by email, WhatsApp or telephone, whichever suits you best.
• Within 48 hours of your appointment, please contact us directly by WhatsApp (+44 7550 054 856) or telephone (01375 806 306), so that we may assist you promptly.
• As your appointment time is reserved exclusively for you, cancellations made with less than 48 hours’ notice are subject to a charge of 50% of the treatment price. For consultations, the deposit paid will be retained and is not redeemable against future treatment.

ii.Late arrivals

• We ask for your punctuality, so that you may enjoy the full benefit of your treatment time.
• A grace period of 10 minutes is extended with no charge, though your treatment time may be shortened to ensure the appointments that follow are not affected.
• Beyond 10 minutes, we may need to shorten your session, offer an alternative appointment, or apply the late cancellation charge outlined above, at our discretion.
• Should your appointment time be missed entirely, our No-Show Policy will apply.
• We will always do our utmost to accommodate you, though this may not be possible where it would affect the care we provide to our other clients.

iii.If we need to reschedule

• On rare occasions, we may need to reschedule or cancel your appointment ourselves, for example due to staff illness or an equipment issue.
• Should this occur, we will give you as much notice as possible and offer you priority in rebooking, and your deposit or prepayment will remain entirely unaffected.

iv.Exceptional circumstances

We understand that unexpected events can occur. Please contact us as soon as possible should you experience a genuine illness or emergency. Should you wish to discuss a charge made under this policy, please contact us at [email protected].

We are grateful for your understanding and cooperation. It is this consideration that allows us to preserve the level of excellence and attention to detail for which Dr Mélanin is known.

Last updated: October 2026

When an appointment is missed without notice, that time cannot be offered to another client who may have been waiting for it.

This policy explains how missed appointments are handled, and is designed to remain fair to you as well as workable for the clinic.

i.No-shows

• An appointment missed without prior notice is treated as a no-show.
• As this time is set aside exclusively for you and cannot be offered to another client at short notice, no-shows are charged the full price of the treatment booked, with any deposit already paid applied toward this amount.
• Where a treatment has been prepaid, that payment is non-refundable and the session will be deducted from your course.

ii.Deposits and fees

• A deposit is taken to secure your booking: £50 for cosmetic consultations, and £100 for medical consultations.
• Any cancellation or no-show fee will first be drawn from a deposit or prepayment already held on your account. Should a balance remain, we will send an invoice for the difference.

iii.Repeated missed appointments

• We recognise that plans can change, and this policy is designed to remain fair to you as well as workable for the clinic.
• Should a second late cancellation or no-show occur, we will kindly ask for full prepayment on any future appointments booked with us.

iv.Exceptional circumstances

If you missed your appointment because of a genuine illness or emergency, please contact us as soon as you are able. Should you wish to discuss a charge made under this policy, please contact us at [email protected].

Last updated: October 2026

We hold ourselves to the highest standards, and if we have fallen short of them, we want to know.

Every concern is taken seriously, handled in confidence, and responded to fairly and with care. Raising a concern will never affect the care you receive from us.

i.How to raise a complaint

Please email [email protected], or speak to a member of our team in clinic or by telephone. It helps us to know:

• your name and contact details;
• the date of your appointment and the treatment you received;
• what happened, and how it has affected you; and
• what you would like us to do to put things right.

We encourage you to contact us as soon as possible, ideally within 12 months of the matter arising, while details are fresh. You may also raise a complaint on behalf of someone else, with their written consent.

ii.What happens next

• Acknowledgement: we will acknowledge your complaint within 3 working days.
• Investigation: we will look into your concern thoroughly and fairly, reviewing your records and speaking with the clinicians involved. Where helpful, we may invite you to a review appointment or a conversation.
• Our response: we will send you a full written response within 20 working days, explaining what we found, offering an apology where it is due, and setting out what we will do. If we need longer, we will keep you informed and explain why.

iii.If you remain unhappy

If you are not satisfied with our response, please let us know, and your complaint will be reviewed personally by our Clinical Director, Dr Aishwarya Vasudevan.

You may also contact:

• the General Medical Council, if you have a concern about a doctor’s fitness to practise; or
• the Information Commissioner’s Office, if your concern relates to your personal information.

iv.Learning from every concern

Every complaint is recorded and reviewed, so that we can learn from it and continue to improve the care we provide.

Last updated: October 2026

Informed consent is central to everything we do. It is a conversation, never simply a signature.

i.Your consultation

Every treatment begins with a consultation with one of our doctors, who will assess your skin, take your medical history and discuss your goals. Treatments involving prescription-only medicines are only provided following a face-to-face assessment with a qualified prescriber.

ii.Informed consent

Before any treatment, we will make sure you understand:

• what the treatment involves, and what it is intended to achieve;
• realistic outcomes and timescales;
• the risks and possible side effects, including those particularly relevant to skin of colour, such as changes in pigmentation;
• the alternatives available, including the option of no treatment;
• the investment involved; and
• your right to ask questions, take time to reflect, or change your mind at any point, without obligation.

You will never be pressured into treatment, and if you would like time to consider your options, we encourage it. Your consent is recorded in writing before every treatment.

iii.Your medical history

To keep you safe, please give us complete and accurate information about your health, medications, allergies, pregnancy or breastfeeding, and previous treatments. Please tell us at each visit if anything has changed, however minor it may seem.

iv.Patch tests

For certain treatments, a patch test is required at least 48 hours before your first session. This quick but important step confirms that a product or treatment is suitable for your skin. We are unable to proceed with treatment if a required patch test has not been completed.

v.Clinical photography

With your consent, we take clinical photographs as part of your medical record, to plan your treatment and track your progress. These are stored securely and kept confidential. Your photographs will only ever be used for marketing or education with your separate, written consent, which you may withdraw at any time.

vi.Our clinical judgement

We will only recommend treatment we believe to be safe and in your best interests. We may decline or postpone treatment where there is a contraindication, where we do not believe a treatment can achieve the result you hope for, or where we feel treatment would not support your wellbeing. Where this happens, we will always explain why, and discuss your alternatives.

vii.Capacity

You must be able to give consent for yourself. We will not treat anyone who appears to be under the influence of alcohol or drugs, or who does not have the capacity to make the decision at that time.

viii.Aftercare and reviews

You will receive aftercare advice following your treatment, and following it carefully helps you achieve the best and safest result. Where appropriate, we will invite you to a review appointment. If you have any concern after treatment, please contact us straight away.

Last updated: October 2026

The welfare of every client is our first responsibility, at every stage of your journey with us.

i.Age requirements

• We do not provide consultations or treatments to anyone under the age of 18.
• It is illegal in England to provide anti-wrinkle injections or dermal fillers for cosmetic purposes to anyone under 18, even with parental consent. There are no exceptions.
• We may ask for photographic identification to confirm your age. Where your age cannot be confirmed, treatment will be postponed.

ii.Chaperones and companions

You are welcome to request a chaperone for any consultation or treatment, or to bring a trusted friend or family member with you.

iii.Adults who may need additional support

We take particular care with clients who may be vulnerable, for example because of illness, disability or difficult personal circumstances. We will make sure you have the information and time you need to make your own decision, and will not proceed where we have concerns about your capacity to consent.

iv.Your wellbeing

How you feel about your skin matters to us as much as how it looks. If we feel that treatment may not help, or that you might benefit from other support, we will discuss this with you sensitively, and may suggest speaking with your GP.

v.Our safeguarding responsibilities

Our clinical team is doctor-led, and follows the General Medical Council’s guidance on protecting children and adults at risk. If we have reason to believe that you or someone else is at risk of harm, we may share information with the appropriate authorities. Wherever it is safe to do so, we will discuss this with you first.

vi.Raising a concern

If you have a safeguarding concern relating to our clinic, please contact us in confidence at [email protected].

Last updated: October 2026

Caring for skin of colour well is never a single appointment. It is a relationship built over time, with patience, expertise and trust.

Mélanin Privé is how we recognise the clients who make that journey with us, and those who kindly introduce others to it. There is nothing to sign up for: every client is part of Mélanin Privé from their first consultation, and your progress is recorded on your client record automatically.

i.The referral scheme: Share the Care

• Every client receives a personal referral link and QR code, shared after their consultation. Just ask our team if you need yours again.
• Your friend must be new to Dr Mélanin, and must book through your personal link.
• Your £50 credit is added to your client record once your friend’s first consultation has been paid, and we will confirm it by text message.
• Credit is applied to your next course of treatment, rather than a single treatment.
• One £50 credit is used per course. Any further credits roll forward to your following courses.
• You can earn up to three referral credits in any twelve-month period.
• Credits are personal to you, have no cash value, and cannot be exchanged or transferred.
• Referrals must be genuine recommendations to people you know; you cannot refer yourself.
• We will never share any details of your friend’s consultation or treatment with you, nor yours with them.

ii.The loyalty programme

As your journey with us deepens, so does what awaits you.

Members only. Membership also opens access to our annual maintenance packages: a set number of top-up treatments across the year at a reduced rate, reserved exclusively for Mélanin Privé members.

iii.General terms

• Your complimentary treatments are always yours. We simply choose which treatment together at your skin review, so that it is safe and right for your skin.
• All treatments, including complimentary treatments, are subject to consultation and clinical suitability.
• Rewards and credits have no cash value, and cannot be exchanged or transferred.
• We may suspend or remove credits or rewards obtained through misuse of the scheme.
• Dr Mélanin reserves the right to amend the scheme and programme. Any changes will be published on this page, and credits and rewards you have already earned will be honoured.

Last updated: October 2026