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Client Services and Policies

At ANUYU Aesthetics, your safety, comfort and confidence come first.

This page brings together the key information you may need before, during and after your treatment, including how appointments work, what to expect from your consultation, aftercare guidance and our clinic policies.

We believe in being open, honest and clear at every stage of your journey. That means taking the time to answer your questions, making sure treatment is suitable for you and giving you the information you need to make an informed decision.

You will also find details about cancellations, refunds, privacy, clinical photography, complaints and how we manage any treatment concerns.

Please take a moment to read the information relevant to your appointment. If anything is unclear, we are always happy to explain it.

ANUYU Aesthetics Ltd
Client Terms and Conditions
Safe. Subtle. Refined.
Last updated: 12 July 2026
At ANUYU, we want you to feel informed, comfortable and confident at every stage of your treatment.
These Terms explain the practical side of booking and receiving treatment with us. More detailed information is available in our client policies, which should be read alongside these Terms.
Please read this information before booking. Accepting these Terms does not replace your consultation or the separate informed consent required for your individual treatment.
Nothing in these Terms affects your statutory rights.
The key things to know
Before booking, please be aware that:
- Cosmetic injectable treatments are only available to clients aged 18 or over.
- A £30 consultation fee may be required to secure your appointment.
- The £30 fee is deducted from the price when the agreed treatment is completed within the relevant treatment or prescription window.
- We ask for at least 48 hours’ notice if you need to cancel or rearrange.
- Every treatment is subject to consultation, clinical suitability and informed consent.
- Prescription-only treatments require an appropriate face-to-face prescribing consultation.
- Clinical photographs are required as part of your treatment record.
- Results vary between clients and cannot be guaranteed.
- Reviews and adjustments are treatment-specific and are not an automatic entitlement to more product.
- Please contact us promptly if you have any concern following treatment.
1. About ANUYU
ANUYU Aesthetics is operated by:
ANUYU Aesthetics Ltd
Company number: 17209114
Registered in England and Wales
Registered office: 2 Lawrenny Grove, Ingleby Barwick, Stockton-on-Tees, England, TS17 5EA
Email: hello@anuyuaesthetics.co.uk
Website: www.anuyuaesthetics.co.uk
Telephone and clinical contact: 07747 256276
ANUYU is a nurse-led clinic. Clinical services are provided by Nicola Walker, Registered Nurse and Independent Prescriber, or by another appropriately qualified, competent and insured healthcare professional whose involvement will be explained to you.
The registered office above is the company’s legal correspondence address and is not a treatment location.
2. Our clinic locations
ANUYU currently provides appointments from two clinic locations.
Main clinic – Yarm
ANUYU Aesthetics
Based within Yarm Podiatry and Physiotherapy
89a High Street
Second Floor
Yarm-on-Tees
TS15 9BG
Please be aware that the Yarm treatment room is located on the second floor.
Contact us before booking if you have any mobility or access requirements. We will discuss the available options with you and consider reasonable adjustments wherever possible.
Flexible appointments – Stockton-on-Tees
AesthetiChem
80 Norton Road
Stockton-on-Tees
TS18 2DE
Our main clinic is in Yarm, with selected flexible appointments also available in Stockton-on-Tees.
Not every treatment or appointment time will be available at both locations. Your booking confirmation will clearly state which clinic you should attend.
Please check the location carefully before travelling. Where an appointment location needs to change, we will confirm this with you beforehand.
3. Who we can treat
Cosmetic injectable treatments are only available to clients aged 18 or over.
We may ask to see photographic identification. Treatment will not go ahead where we cannot reasonably confirm your age or identity.
Parental or guardian permission does not override this minimum age requirement.
4. Your consultation comes first
Every treatment starts with an appropriate consultation and clinical assessment.
This gives us time to:
- understand what you would like to achieve;
- review your health, medication, allergies and previous treatments;
- assess the proposed treatment area;
- discuss realistic outcomes, risks and alternatives;
- decide whether treatment is right for you;
- agree a safe and appropriate treatment plan.
Booking an appointment or paying a fee does not guarantee that treatment will go ahead.
Sometimes the right advice will be to delay treatment, recommend a different option or not treat at all. Where that happens, we will explain our decision clearly and sensitively.
We will never recommend treatment simply because an appointment has been booked or payment has been made.
5. When we may not be able to treat you
Treatment may be delayed, adapted or declined where it is not safe, suitable or professionally appropriate.
This may include situations where:
- your medical information is incomplete or unclear;
- your health or medication has changed;
- you are pregnant;
- breastfeeding affects the suitability of the proposed treatment;
- there is illness, infection, inflammation or damaged skin;
- you have recently had another procedure that may affect treatment;
- your expectations cannot safely or realistically be met;
- you appear unable to give informed consent;
- you appear to be under pressure from another person;
- you appear affected by alcohol or non-prescribed drugs;
- treatment would fall outside the practitioner’s competence, insurance or professional scope;
- another healthcare professional should assess you first;
- appropriate clinical photographs cannot be obtained.
We will not refuse treatment because of a protected characteristic.
Reasonable adjustments will be considered wherever possible. However, an adjustment cannot require the practitioner to provide treatment that would be unsafe or clinically unsuitable.
More information is available in our Client Suitability, Consultation and Refusal Policy.
6. The £30 consultation fee
A £30 consultation and treatment-planning fee is payable where stated when booking.
The fee covers:
- the professional consultation;
- clinical assessment;
- reserved appointment time;
- treatment planning.
It is not payment for a guaranteed prescription, product or treatment.
Where you complete the agreed treatment within the relevant treatment or prescription window, the £30 fee will be deducted from the treatment price.
Where a full consultation has been completed, the fee will normally remain payable even if:
- treatment is not recommended;
- further medical information is needed;
- another practitioner or service would be more appropriate;
- you decide not to proceed after receiving the consultation.
This is because the professional consultation service has still been provided.
The fee cannot normally be transferred to another person, exchanged for cash after consultation or carried forward indefinitely.
7. Prescription-only treatments
Some cosmetic treatments involve prescription-only medicines.
These treatments are not available as an automatic or walk-in service. Paying a fee or asking for a particular treatment does not create a right to receive a prescription, medicine or treatment.
Before a prescription can be issued:
- the prescribing clinician must complete an appropriate face-to-face consultation;
- your health and individual suitability must be assessed;
- the benefits, material risks and reasonable alternatives must be discussed;
- the prescriber must decide that the proposed medicine is appropriate;
- you must give informed consent.
Treatment may need to take place at a separate appointment and cannot be guaranteed on the day of consultation.
For ANUYU appointment-management purposes, treatment will normally need to be completed within four weeks of the prescribing consultation.
Where this period has passed, another face-to-face assessment, prescription and £30 consultation fee may be required.
The four-week period does not override the prescriber’s clinical decision, pharmacy requirements or any change in your health.
Where a medicine or product is being considered outside its licensed indication, this will be explained during your treatment-specific consultation and consent process.
8. Cosmetic masseter treatment
ANUYU may offer masseter treatment for cosmetic facial contouring and jawline slimming only.
It is not offered to diagnose or treat:
- bruxism or teeth grinding;
- jaw pain;
- headaches;
- temporomandibular joint conditions;
- another medical condition.
Where your concern appears to be primarily medical rather than cosmetic, we may recommend assessment by your dentist, GP or another appropriate healthcare professional.
9. Providing accurate information
We need complete and accurate information to treat you safely.
Please tell us about:
- medical conditions;
- prescribed and non-prescribed medication;
- supplements;
- allergies and sensitivities;
- pregnancy or breastfeeding;
- previous aesthetic, dental, surgical or medical procedures;
- previous reactions or complications;
- recent illness, infection or cold sores;
- changes since your last appointment.
Please tell us about any change before treatment begins, even where you believe it may not be important.
Missing or inaccurate information may make treatment unsafe, affect the result or limit the options available if a complication occurs.
10. Booking and appointment confirmation
Your appointment is confirmed once any required fee has been received and ANUYU or its booking system has sent confirmation.
Please check:
- the date and time;
- the clinic location;
- whether the appointment is for consultation, treatment or review;
- preparation instructions;
- the expected cost.
Appointments may take place at either our Yarm or Stockton-on-Tees clinic. Your confirmation will state where you need to attend.
Appointment reminders are provided as a helpful extra. You remain responsible for attending even if a reminder is not received.
11. Cancellations and rearranging appointments
We understand that plans sometimes change.
Please give us at least 48 hours’ notice if you need to cancel or rearrange your appointment.
More than 48 hours’ notice
Where enough notice is provided, we will normally allow the £30 fee to be transferred once to another suitable appointment.
This remains subject to appointment availability and any applicable treatment or prescription window.
Less than 48 hours’ notice
Where less than 48 hours’ notice is given, we may retain some or all of the fee to reflect:
- the appointment time reserved for you;
- costs already incurred;
- any genuine loss caused by the late cancellation.
We will not retain more than is fair and reasonable. We will also consider whether the appointment can be filled by another client.
A further fee may be required before another appointment is confirmed.
Exceptional circumstances
Genuine emergencies and exceptional circumstances will be considered fairly and individually.
Where a statutory cancellation right applies to a booking made online, by telephone or through messaging, that right will take priority over our usual cancellation arrangements.
More information is available in our Booking, Consultation, Cancellation and Refund Policy.
12. Missed appointments and late arrival
Failure to attend without notice will be treated as a missed appointment.
We may retain some or all of the fee where this fairly reflects the time reserved and loss caused. A further fee or advance payment may be required before another booking is accepted.
Repeated missed appointments or late cancellations may lead to restrictions on future bookings.
Please arrive at the agreed time. If you arrive late, there may not be enough time to complete the consultation or treatment safely.
We will never rush a procedure or leave out an important safety step to make up lost time. Where treatment cannot safely go ahead, the appointment may need to be rearranged and treated as a late cancellation.
13. Prices and payment
Our published prices are guide prices and are correct when issued.
The final cost may depend on:
- your individual treatment plan;
- anatomy and muscle strength;
- the product and amount required;
- the treatment area;
- clinical requirements;
- whether more than one appointment is needed.
The agreed treatment and price will be explained before treatment begins.
Where the recommended plan differs from the treatment originally requested, we will explain the difference and ask for your agreement before proceeding.
Unless another arrangement has been agreed, the outstanding balance must be paid on or before treatment.
Promotional or model prices may have separate written conditions and cannot be applied retrospectively.
14. Consent and your right to change your mind
Treatment will only go ahead with your informed and voluntary consent.
You will have the opportunity to:
- ask questions;
- discuss risks and alternatives;
- take more time;
- decline treatment;
- withdraw consent.
You may withdraw consent at any stage. You will never be required to continue simply because an appointment has been booked or a product is available.
Where a medicine or product has already been specifically opened or prepared following your clear agreement and cannot safely or lawfully be reused, you may remain responsible for a genuine and unavoidable cost.
Any possible charge must have been explained before the product was opened or prepared. It will be fair, proportionate and will never be used as a punishment for changing your mind.
Accepting these general Terms is not the same as giving consent for a particular procedure.
15. Clinical photographs
Clinical photographs are required for injectable treatments as part of our safe treatment and record-keeping process.
They may be taken:
- before treatment;
- immediately afterwards;
- during a review;
- when assessing healing;
- where you report a concern.
These photographs support assessment, planning, treatment records, aftercare and continuity of care.
Where we cannot create an adequate clinical record without photographs, we may be unable to provide treatment.
Clinical photographs will not be used for advertising or social media simply because they have been taken for your treatment record.
16. Marketing photographs and model appointments
Marketing use is completely separate from clinical photography.
We will only use your photographs or recordings for marketing where you have given separate and explicit permission.
You do not have to agree, and saying no will not affect the standard of your clinical care.
Model or portfolio appointments may be offered under separate written conditions. These will explain:
- the reduced price, where applicable;
- the photographs or content requested;
- where material may be used;
- any specific appointment conditions.
Accepting these Terms does not amount to marketing consent.
More information is available in our Clinical Photography, Records and Social Media Policy and our Privacy Notice.
17. Results and realistic expectations
Aesthetic treatment is not an exact science.
Results can vary because of:
- facial anatomy and movement;
- muscle strength;
- age and skin condition;
- health and medication;
- metabolism and lifestyle;
- previous treatment;
- your individual response;
- how aftercare is followed.
We will explain the expected outcome, but we cannot promise:
- an exact appearance;
- perfect symmetry;
- a specific level of change;
- how long a result will last;
- that further treatment will not be needed;
- that your result will match another client’s photograph.
Safe and proportionate treatment will always come before using a requested amount of product or attempting to copy another person’s appearance.
ANUYU will provide its services with reasonable care and skill.
18. Side effects, complications and aftercare
All medical and aesthetic procedures carry some risk.
The side effects, material risks and alternatives relevant to your treatment will be explained before you decide whether to proceed.
Please:
- read the information provided;
- ask about anything you do not understand;
- follow your preparation and aftercare instructions;
- attend a review where advised;
- contact us promptly if you are worried.
A recognised side effect or complication can occur even where treatment has been appropriately assessed and performed.
The fact that a complication has occurred does not automatically mean that treatment was carried out incorrectly. We will listen, assess the concern and explain the safest next steps.
Treatment-specific aftercare will be provided through our clinical-record system, email, text, printed information or directly by the practitioner.
19. Reviews and clinically indicated adjustments
Review arrangements differ between treatments.
Your treatment plan will explain whether a review is recommended after approximately:
- two weeks;
- four weeks;
- only where a concern arises.
Where a clinically indicated adjustment is included within the original price, this does not guarantee that more product or medicine will be administered.
Any adjustment must be:
- clinically appropriate;
- safe;
- consistent with the original treatment plan;
- completed within the advised review or prescription period.
An included adjustment has no cash value, cannot be transferred and cannot be exchanged for another treatment.
Where you miss the recommended review period, a later appointment may be treated as a new consultation or treatment and may carry a further charge.
20. Dermal filler correction and dissolving
Correction or dissolving is not suitable in every situation and will only be provided following consultation and clinical assessment.
We may be unable to dissolve or correct filler placed by another provider where:
- the product is unknown;
- the amount or location cannot be established;
- treatment history is incomplete;
- intervention would not be safe or appropriate.
Elective filler dissolving may require a separate patch-test appointment at least 48 hours before treatment, in line with ANUYU’s current clinical protocol.
Where a time-critical filler complication is suspected, urgent assessment and appropriate emergency management will not be delayed solely to complete routine elective patch testing.
Elective correction or dissolving may carry a separate charge, which will be explained before proceeding.
21. Concerns, corrections and refunds
Please contact us promptly if you are concerned or unhappy following treatment.
Our first step will normally be to understand and assess what has happened. Depending on the circumstances, this may involve:
- advice and reassurance;
- monitoring;
- an in-person review;
- additional time for settling or healing;
- revised aftercare;
- an adjustment or correction;
- dissolving where clinically appropriate;
- referral or medical escalation;
- repeat performance;
- a price reduction or refund;
- another fair solution.
A refund is not automatically due simply because:
- you change your mind after treatment;
- the result differs from another client’s photograph;
- a recognised temporary side effect occurs;
- the result lasts for a different period than expected;
- further treatment would be needed to create an additional change.
However, where a service has not been provided with reasonable care and skill or was materially different from what was agreed, we will consider the remedies available under consumer law.
These may include repeat performance or an appropriate price reduction.
Product or pharmacy costs will not be used to remove or improperly reduce a statutory remedy.
More information is available in our Complaints, Treatment Concerns and Refunds Policy.
22. Urgent concerns and emergencies
For an urgent concern following treatment, contact:
07747 256276
Please provide:
- your name;
- the treatment received;
- the treatment date;
- a description of your symptoms;
- photographs where requested;
- a telephone number on which you can be reached.
This number is not an emergency service and may not be monitored continuously.
Do not rely on social-media messages or comments for urgent clinical advice.
Where symptoms are severe, rapidly worsening or potentially life-threatening, call 999 immediately.
This includes breathing difficulties, collapse, sudden visual symptoms or any other serious medical emergency.
Where appropriate, contact NHS 111 or attend an emergency department.
Do not wait for ANUYU to respond before obtaining emergency help.
23. Complaints
We want to know when something has not felt right.
You can raise a complaint by email, telephone, WhatsApp, our website contact form or in writing.
Please tell us:
- what happened;
- when it happened;
- the treatment involved;
- what you would like us to consider.
We will listen, check whether any immediate clinical action is needed, review the concern fairly and explain what happens next.
Clinical safety will always come before the administrative complaint process.
Full details are available in our Complaints, Treatment Concerns and Refunds Policy.
24. Privacy and your records
We collect and use personal and health information so that we can:
- arrange appointments;
- assess suitability;
- provide safe treatment;
- maintain clinical records;
- arrange prescriptions and pharmacy supply;
- process payments;
- provide aftercare;
- manage concerns and complaints;
- meet legal, insurance and professional obligations.
We may use booking, clinical-record, payment, prescribing and pharmacy systems to provide these services.
Accepting these Terms does not give permission for every possible use of your information.
Our Privacy Notice and Data Protection Statement explains what we collect, why we use it, who it may be shared with, how long it is kept and the rights available to you.
25. Respect and behaviour
We want ANUYU to be a calm, safe and welcoming place for everyone.
We ask clients, accompanying persons and those working with ANUYU to treat one another respectfully.
We will not accept threatening, abusive, discriminatory, intimidating, sexually inappropriate or unsafe behaviour.
Where necessary, we may:
- stop an appointment;
- ask someone to leave;
- restrict how communication takes place;
- cancel future bookings;
- refuse further services;
- contact the police or another appropriate authority.
We will consider relevant health conditions, disabilities and communication needs and will explore reasonable adjustments where appropriate.
Further information is available in our Zero Tolerance, Respect and Client Behaviour Policy.
26. Our responsibilities
ANUYU will provide services with reasonable care and skill.
Nothing in these Terms limits or excludes responsibility for:
- death or personal injury caused by negligence;
- fraud or fraudulent misrepresentation;
- breach of statutory consumer rights;
- any responsibility that cannot legally be excluded.
We may not be responsible for an outcome caused wholly or partly by:
- important information being withheld or provided inaccurately;
- a relevant change in health or medication not being disclosed;
- clear aftercare advice not being followed;
- another provider treating or interfering with the same area.
This does not remove ANUYU’s responsibility for its own acts or omissions.
You are always free to seek a second opinion or independent medical advice.
27. Our client policies
These Terms should be read alongside the following client-facing policies:
- Booking, Consultation, Cancellation and Refund Policy
- Complaints, Treatment Concerns and Refunds Policy
- Client Suitability, Consultation and Refusal Policy
- Zero Tolerance, Respect and Client Behaviour Policy
- Privacy Notice and Data Protection Statement
- Clinical Photography, Records and Social Media Policy
- Urgent Treatment Concerns and Emergency Information
Our detailed clinical protocols, emergency procedures and operational checklists are internal governance documents and are not published as client policies.
28. Changes to these Terms
We may update these Terms where our services, clinic locations, professional guidance, systems or legal responsibilities change.
The version applying to your booking will normally be the version made available when your appointment was confirmed.
We will not use a later change to remove an existing right or add a material charge retrospectively without a lawful basis.
The current version will be available on our website.
29. Governing law
These Terms are governed by the law of England and Wales.
If one part is found to be unlawful or unenforceable, the remainder will continue to apply.
Nothing in these Terms prevents you from obtaining independent advice, making a complaint, using an available dispute-resolution process or exercising your statutory rights.
30. Acceptance
By booking or proceeding with an ANUYU service, you confirm that:
- you are aged 18 or over;
- you have been given access to these Terms;
- you understand that treatment is subject to consultation and suitability;
- you understand the £30 consultation-fee arrangements;
- you understand the cancellation requirements;
- you will provide accurate medical information;
- you understand that results vary and cannot be guaranteed;
- you understand that clinical photographs are required;
- you understand that marketing consent is separate and optional;
- you know how to report a concern;
- you understand that separate treatment-specific consent will be required.
ANUYU Aesthetics Ltd
Company number: 17209114
Registered in England and Wales
Registered office: 2 Lawrenny Grove, Ingleby Barwick, Stockton-on-Tees, England, TS17 5EA
Main clinic:
Yarm Podiatry and Physiotherapy
89a High Street, Second Floor
Yarm-on-Tees, TS15 9BG
Flexible appointments:
AesthetiChem
80 Norton Road
Stockton-on-Tees, TS18 2DE
Email: hello@anuyuaesthetics.co.uk
Telephone and clinical contact: 07747 256276
ANUYU Aesthetics Ltd

Booking, Consultation, Cancellation and Refund Policy

Safe. Subtle. Refined.
Policy reference: ANUYU-001
Version: 1.0
Effective from: 12 July 2026
Review date: 12 July 2027

Our approach

We understand that plans can change.

This policy explains how we manage consultations, appointment fees, cancellations, rearrangements, missed appointments and refunds.

Our aim is to be clear and fair while protecting the clinical time that has been reserved especially for you.

This policy applies to appointments at both our Yarm and Stockton-on-Tees clinic locations and should be read alongside our Client Terms and Conditions.

Refunds or remedies relating to the quality or outcome of completed treatment are covered separately in our Complaints, Treatment Concerns and Refunds Policy.

Nothing in this policy affects your statutory rights.

1. Booking an appointment

An appointment is confirmed once:
- any required consultation fee or advance payment has been received; and
- confirmation has been issued by ANUYU or through our booking system.
Your confirmation will include the appointment date, time and clinic location.

Please check these details carefully. Appointments may take place at either:

Main clinic – Yarm
Yarm Podiatry and Physiotherapy
89a High Street
Second Floor
Yarm-on-Tees
TS15 9BG

Flexible appointments – Stockton-on-Tees
AesthetiChem
80 Norton Road
Stockton-on-Tees
TS18 2DE

Appointment reminders are provided as a helpful extra. You remain responsible for attending your appointment even where a reminder is not received.

2. The £30 consultation fee

A £30 consultation and treatment-planning fee is payable where stated when booking.

This fee covers:
- the professional consultation;
- review of your health and medical information;
- clinical assessment;
- reserved appointment time;
- discussion of risks, options and realistic outcomes;
- development of an appropriate treatment plan.
The fee is not simply a deposit for a product. It is payment towards a professional consultation service and does not guarantee that a prescription or treatment will be provided.

Where you complete the agreed treatment within the relevant treatment plan or prescription window, the £30 will be deducted from the price of that treatment.

The consultation fee can only be deducted once.

It cannot normally be:
- transferred to another person;
- exchanged for cash after the consultation has been completed;
- used against an unrelated service without ANUYU’s agreement;
- carried forward indefinitely once the assessment is no longer clinically current.
3. Where treatment does not go ahead after consultation

Sometimes the safest or most appropriate advice will be not to proceed with treatment.

Where a full consultation and clinical assessment have been completed, the £30 consultation fee will normally remain payable even where:
- treatment is not clinically suitable;
- treatment needs to be delayed;
- further medical information is required;
- another practitioner or service would be more appropriate;
- your preferred outcome cannot safely or realistically be achieved;
- you decide not to proceed after receiving the consultation.
This is because the professional consultation and assessment have still been provided.

Where ANUYU decides before the consultation begins that it cannot provide the booked service, you will be offered an alternative appointment or a refund of any payment made for the service that has not been provided.

4. Prescription-only treatments

Some cosmetic treatments involve prescription-only medicines.

Before these can be prescribed, the prescribing clinician must complete an appropriate face-to-face consultation and clinical assessment.

Paying the consultation fee or asking for a particular treatment does not create an automatic right to receive a prescription, medicine or treatment.

Treatment may need to take place at a separate appointment and cannot always be completed on the same day as the consultation.

5. The four-week prescription window

For ANUYU appointment-management purposes, treatment involving a prescription-only cosmetic medicine will normally need to be completed within four weeks of the prescribing consultation.

This four-week period is an ANUYU clinical and operational policy. It remains subject to:
- the prescriber’s clinical decision;
- the wording and requirements of the prescription;
- pharmacy and medicine-supply requirements;
- any change in your health, medication or suitability.
Where treatment is not completed within the relevant window because you cancel, rearrange or do not attend, another face-to-face consultation and prescription may be required.

A further £30 consultation fee may apply.

Where the delay has been caused by ANUYU and you have remained clinically suitable, you will not normally be charged another consultation fee solely because the original four-week period has passed.

6. Cancelling or rearranging

We ask for at least 48 hours’ notice if you need to cancel or rearrange an appointment.

Please contact us through an official ANUYU contact method:
- the booking system;
- telephone or WhatsApp on 07747 256276;
- email at hello@anuyuaesthetics.co.uk.
A message is treated as received when it reaches the official ANUYU account. Please do not rely on comments left on social-media posts.

More than 48 hours’ notice

Where at least 48 hours’ notice is provided, we will normally offer you the choice to:
- transfer the £30 fee once to another suitable appointment; or
- request a refund where no consultation or other service has been supplied and no reasonable, specific cost has already been incurred.
A transferred appointment remains subject to availability and any applicable clinical or prescription window.

Further rearrangements will be considered fairly and individually.

Less than 48 hours’ notice

Where less than 48 hours’ notice is provided, ANUYU may retain some or all of the £30 fee where this fairly reflects:
- the clinical time reserved for you;
- work already completed;
- reasonable costs already incurred;
- the genuine loss resulting from the late cancellation.
We will not retain more than is fair and reasonable.

We will take account of whether the appointment can be filled by another client and will not seek to recover the same loss twice.

A new fee may be required before another appointment is confirmed.

7. Products or medicines ordered specifically for you

Occasionally, a product or medicine may need to be ordered specifically for an individual client.

Where a payment could become payable because a product is:
- individually prescribed;
- non-returnable;
- prepared specifically for you;
- unable to be safely or lawfully used for another client,
this will be explained before the order is placed wherever reasonably possible.

If you later cancel, you may be responsible for a genuine, reasonable and unavoidable cost that ANUYU has already incurred.

Any amount retained will be considered individually and will not be used as a penalty for cancelling.

8. Missed appointments

Failure to attend an appointment without notice will be treated as a missed appointment.

Where an appointment is missed, ANUYU may:
- retain some or all of the £30 fee;
- require a new consultation fee before rebooking;
- require advance payment for a future appointment;
- require a new face-to-face consultation or prescription where the original clinical window has passed.
Repeated missed appointments or late cancellations may result in future bookings being restricted or declined.

Any amount retained will reflect the reserved time and reasonable loss caused by the missed appointment.

9. Arriving late

Please arrive at the agreed time.

Arriving late may reduce the time available for:
- consultation;
- clinical assessment;
- informed consent;
- photography;
- treatment;
- aftercare advice.
We will not rush a procedure or leave out an important clinical-safety step to make up lost time.

Where there is not enough time to provide the service safely, the appointment may need to be rearranged and may be treated as a late cancellation.

Where part of the booked service can still be provided safely, we will explain the available options and any effect on the price before proceeding.

10. Exceptional circumstances

We understand that genuine emergencies happen.

Illness, bereavement, family emergencies and other exceptional circumstances will be considered fairly and sensitively.

Depending on the circumstances, ANUYU may agree to:
- transfer the consultation fee;
- waive some or all of a cancellation charge;
- offer a different appointment;
- provide another reasonable solution.
We may ask for reasonable information where this is needed to consider the request, but we will not ask for more information than is necessary.

A waiver in one situation does not automatically require ANUYU to apply the same outcome to every future cancellation.

11. Cancellation or rearrangement by ANUYU

ANUYU may occasionally need to cancel or change an appointment because of:
- practitioner illness;
- a clinical emergency;
- product or pharmacy availability;
- a problem affecting the safety or availability of the clinic;
- circumstances outside our reasonable control.
We will provide as much notice as reasonably possible.

Where ANUYU cancels, you will be offered:
- a suitable alternative appointment; or
- a refund of any payment made for a service that has not been provided.
Where an appointment is moved to another clinic location, we will tell you before the appointment and will not expect you to attend a different location without prior agreement.

ANUYU is not responsible for indirect costs such as travel, parking, childcare or loss of earnings unless responsibility cannot legally be excluded.

This does not affect your statutory rights.

12. Reviews and included adjustments

Some treatment plans include a recommended review appointment.

Review arrangements are treatment-specific and may take place at approximately two weeks, four weeks or only where a concern arises.

Where a clinically indicated adjustment is included in the treatment price:
- it is not an automatic entitlement to more product or medicine;
- it remains subject to clinical assessment and safety;
- it must take place within the stated review or prescription period;
- it has no cash value;
- it cannot be transferred to another person or treatment.
Where you cancel, rearrange or miss the advised review period, a later appointment may need to be treated as a new consultation or treatment and may carry a further charge.

13. Model or promotional appointments

Model and portfolio appointments may be subject to separate written booking conditions.

These may include:
- a reduced treatment price;
- limited appointment dates;
- separate photography and marketing-consent arrangements;
- treatment-specific suitability requirements.
Treatment remains subject to consultation and clinical suitability.

Marketing consent is separate and optional. Accepting a model price or booking does not remove your right to withdraw consent for future marketing use.

Any cancellation charge connected with a model appointment will still need to be fair and proportionate to the loss caused.

14. Bookings made online, by telephone or by message

Bookings may be made through the website, booking system, telephone, email, WhatsApp or social media.

Some remote contracts may carry statutory cancellation rights, depending on the nature of the service and the circumstances in which it was booked.

Where a statutory cancellation right applies, it will take priority over any conflicting part of this policy.

Nothing in this policy is intended to remove or restrict a legal right to cancel.

15. Refunds connected with bookings

Where a refund is agreed, it will normally be returned using the original payment method.

We will aim to process an agreed refund as soon as reasonably possible and normally within 10 working days.

Your bank or payment provider may take additional time to show the payment in your account.

A refund under this policy may be considered where:
- ANUYU cancels and cannot offer a suitable alternative;
- no consultation or service has been supplied and no reasonable loss has been incurred;
- an amount paid exceeds the fair cancellation charge;
- another refund is required by consumer law.
A refund will not normally be due for a consultation that has already been properly completed simply because treatment was not recommended or you decided not to proceed.

16. Treatment concerns and completed services

This policy deals mainly with appointments, consultations and cancellations.

Where your concern relates to:
- the standard of treatment;
- an unexpected result;
- a possible side effect or complication;
- a correction or adjustment;
- whether a treatment refund may be appropriate,
please refer to our Complaints, Treatment Concerns and Refunds Policy.

ANUYU is required to provide services with reasonable care and skill. Where that standard has not been met, consumer remedies may include repeat performance or an appropriate price reduction.

17. How to contact us

To cancel, rearrange or ask a question about a payment, contact:

ANUYU Aesthetics Ltd
Telephone and WhatsApp: 07747 256276
Email: hello@anuyuaesthetics.co.uk
Website: www.anuyuaesthetics.co.uk

Please include:
- your full name;
- appointment date and time;
- clinic location;
- whether you wish to cancel or rearrange;
- a suitable contact number.
For an urgent clinical concern following treatment, use the clinical contact details provided in your aftercare information.

Do not use social-media comments for urgent clinical matters.

18. Changes to this policy

ANUYU may update this policy where services, booking arrangements, professional requirements or the law change.

The version applying to your appointment will normally be the version made available when the booking was confirmed.

We will not apply a later change retrospectively to remove an existing right or impose a new material charge without a lawful reason.

The current version will be available on the ANUYU website.

ANUYU Aesthetics Ltd
Company number: 17209114
Registered in England and Wales
Registered office: 2 Lawrenny Grove, Ingleby Barwick, Stockton-on-Tees, England, TS17 5EA

Main clinic: Yarm Podiatry and Physiotherapy, 89a High Street, Second Floor, Yarm-on-Tees, TS15 9BG
Flexible appointments: AesthetiChem, 80 Norton Road, Stockton-on-Tees, TS18 2DE

Email: hello@anuyuaesthetics.co.uk
Telephone and clinical contact: 07747 256276
ANUYU Aesthetics Ltd

Complaints, Treatment Concerns and Refunds Policy

Safe. Subtle. Refined.
Policy reference: ANUYU-002
Version: 1.0
Effective from: 12 July 2026
Review date: 12 July 2027

Our approach

We want every client to feel listened to, supported and treated fairly.

Aesthetic treatments do not always settle exactly as expected, and sometimes clients need reassurance, further advice or a clinical review. We encourage you to contact us as soon as possible if something does not feel right.

We will take your concern seriously, check whether any immediate clinical action is needed and explain what happens next.

This policy applies to treatment provided at both our Yarm and Stockton-on-Tees clinic locations. It should be read alongside our Client Terms and Conditions, treatment-specific consent information and aftercare guidance.

Nothing in this policy affects your statutory rights.

1. Treatment concerns and complaints

A treatment concern and a formal complaint are not always the same thing.

A treatment concern may include:
- unexpected swelling, bruising or discomfort;
- uncertainty about whether healing is normal;
- a result that has not yet settled as expected;
- concern about symmetry or appearance;
- a possible side effect or complication;
- questions about aftercare;
- concern that treatment has not had the expected effect.
A formal complaint is where you are dissatisfied with the service, treatment, communication or way a concern has been handled and would like ANUYU to investigate and provide a formal response.

You do not need to use legal or clinical language. Simply tell us what has happened and what you are worried about.

A treatment concern may become a formal complaint, but we will not delay any necessary clinical assessment while deciding how it should be recorded.

2. Contacting us about a treatment concern

Please contact ANUYU as soon as possible if you are concerned following treatment.

Telephone and WhatsApp: 07747 256276
Email: hello@anuyuaesthetics.co.uk

Please provide:
- your full name;
- the treatment received;
- the date and clinic location;
- when the concern began;
- a clear description of your symptoms or concern;
- photographs where requested;
- a telephone number on which you can be reached.
Clear, well-lit photographs may help us understand what is happening, but photographs do not always replace an in-person clinical assessment.

Please do not rely on comments or direct messages sent through social media for urgent clinical concerns.

3. Urgent concerns and emergencies

The ANUYU contact number is not an emergency service and may not be monitored continuously.

Where symptoms are severe, rapidly worsening or potentially life-threatening, call 999 immediately.

This includes:
- breathing difficulties;
- swelling affecting breathing or swallowing;
- collapse or loss of consciousness;
- sudden changes to vision or loss of vision;
- severe or rapidly worsening pain;
- signs of a serious allergic reaction;
- another serious medical emergency.
Where appropriate, contact NHS 111 or attend an emergency department.

Do not wait for ANUYU to reply before obtaining emergency medical help.

Urgent clinical assessment and emergency action will not be delayed while payment, responsibility or a complaint is being discussed.

4. What happens when you contact us

When you raise a concern, we will first consider whether:
- you need immediate emergency care;
- an urgent telephone assessment is required;
- photographs or further information are needed;
- an in-person clinical review should be arranged;
- the treatment needs more time to settle;
- another healthcare professional should assess you;
- the concern should also be recorded as an incident or formal complaint.
Depending on the situation, we may advise:
- reassurance and monitoring;
- updated aftercare;
- a telephone or video discussion;
- an in-person review;
- further photographs;
- assessment by your GP, dentist, NHS 111 or emergency services;
- referral to another appropriately qualified professional.
Your safety will always come before the administrative complaints process.

5. Attending a clinical review

Where an in-person review is recommended, please attend within the timeframe advised.

The review may include:
- discussion of your symptoms and concerns;
- examination of the treatment area;
- review of your clinical notes and photographs;
- further clinical photographs;
- discussion of what has changed since treatment;
- consideration of aftercare, healing and expected treatment response;
- discussion of the safest available options.
The initial clinical review of a concern following treatment provided by ANUYU will not normally carry an additional consultation fee.

Where a further elective treatment is requested or recommended, any potential cost will be explained before you decide whether to proceed.

6. Allowing treatment time to settle

Some swelling, bruising, tenderness, unevenness or temporary changes may be expected while treatment settles.

The appropriate settling period will depend on:
- the treatment provided;
- the product or medicine used;
- the treatment area;
- your anatomy and individual response;
- the nature of the concern.
Where it is clinically safe to do so, we may recommend monitoring and allowing more time before deciding whether an adjustment is needed.

This is not intended to dismiss your concern. It helps us avoid unnecessary or premature intervention that could increase risk or affect the final result.

7. Reviews and adjustments

A review does not automatically mean that further product, medicine or corrective treatment will be provided.

Any adjustment must be:
- clinically appropriate;
- safe;
- consistent with the original treatment plan;
- within the relevant review or prescription window;
- supported by the practitioner’s clinical assessment.
An adjustment may not be appropriate where:
- the treatment has not fully settled;
- the agreed treatment outcome has been reasonably achieved;
- more treatment would create an unacceptable risk;
- the concern relates to normal anatomical difference;
- the review period has passed;
- another provider has since treated the area;
- your health, medication or suitability has changed.
Where a clinically indicated adjustment was included within the original treatment price, it has no cash value and cannot be exchanged for another treatment or transferred to another person.

8. Correction or dissolving

Correction or dissolving will only be considered where it is clinically appropriate and within the practitioner’s competence and scope of practice.

Before proceeding, we may need to consider:
- the product used;
- the amount and location of treatment;
- the time since treatment;
- your clinical history;
- the risks of further intervention;
- whether the product was placed by ANUYU or another provider;
- whether another clinical opinion is needed.
Dissolving is a separate clinical procedure with its own risks and consent requirements.

Elective dissolving may require a patch test at least 48 hours beforehand under ANUYU’s current clinical protocol.

Routine elective patch testing will not delay emergency management where a time-critical filler complication is suspected.

Where correction or dissolving is requested because of preference, a change of mind or treatment provided elsewhere, a separate charge may apply.

Where corrective treatment is required because ANUYU has not provided the original service with reasonable care and skill, we will not use additional product or pharmacy costs to remove or improperly reduce your statutory rights.

9. Treatment provided elsewhere

Please tell us if another practitioner has assessed, injected, dissolved, massaged or otherwise treated the same area.

This information may be important to your safety and to understanding the concern.

ANUYU may be unable to offer correction or dissolving where:
- the original product is unknown;
- treatment records are unavailable;
- the amount or placement cannot be established;
- another provider has intervened;
- treatment would not be safe or appropriate.
You are always free to obtain a second opinion or independent medical advice.

You must not delay urgent or emergency care while waiting for ANUYU to respond.

10. How to make a formal complaint

You may make a formal complaint by:
- emailing hello@anuyuaesthetics.co.uk;
- telephoning or messaging 07747 256276;
- using the website contact form;
- writing to ANUYU Aesthetics Ltd at the registered office.
Please include, where possible:
- your full name and contact details;
- the treatment or service involved;
- the date and clinic location;
- what happened;
- why you are dissatisfied;
- any relevant photographs or documents;
- what you would like us to consider.
You can ask someone to help you make a complaint.

Where another person complains on your behalf, we may need your written permission before discussing confidential clinical information with them.

11. Our response times

We will normally acknowledge a formal complaint within three working days.

We will then:
- check whether any immediate clinical action is needed;
- confirm the main points being considered;
- review the relevant records and information;
- contact you if further details are needed;
- explain who is handling the complaint;
- provide a written outcome.
We aim to provide a full response within 20 working days.

Some complaints may take longer where:
- further clinical information is required;
- another professional needs to be consulted;
- an insurer, pharmacy, supplier or adviser needs to provide information;
- the matter is clinically or legally complex.
Where more time is needed, we will explain why and provide an update.

12. How we will review your complaint

Your complaint will be reviewed fairly and without assumptions.

The review may include:
- your account of what happened;
- consultation and consent records;
- treatment notes;
- clinical photographs;
- prescribing or pharmacy information;
- aftercare provided;
- messages and contact records;
- relevant professional guidance;
- information from the treating practitioner;
- advice from an insurer, independent clinician or professional adviser where appropriate.
Where the complaint concerns the treating practitioner or clinical lead, they may still need to provide factual and clinical information.

Where appropriate and reasonably possible, ANUYU may seek an independent professional opinion. This cannot be guaranteed in every case and may depend on the nature of the concern, confidentiality and availability.

13. Being open when something has gone wrong

ANUYU is committed to being honest and open with clients.

Where something has gone wrong that has caused, or could cause, harm or distress, we will:
- explain what is known;
- tell you what further review is needed;
- apologise where appropriate;
- explain the steps being taken;
- keep an accurate record;
- consider what can be learned.
Healthcare professionals have a professional duty of candour and must be open and honest when things go wrong.

14. Possible outcomes

The outcome will depend on the circumstances and what is clinically safe and fair.

Possible outcomes may include:
- an explanation or clarification;
- an apology;
- further aftercare or monitoring;
- an in-person review;
- additional time for treatment to settle;
- a clinically appropriate adjustment;
- correction or dissolving;
- repeat performance where safe and appropriate;
- referral or independent clinical advice;
- a change to a process or policy;
- staff learning or additional training;
- a partial refund;
- a full refund;
- another fair resolution.
Not every option will be suitable in every case.

Any clinical treatment remains subject to assessment, consent and safety. A refund cannot be replaced with further treatment where that treatment would be unsafe or professionally inappropriate.

15. When a refund is not automatic

A refund is not automatically due simply because:
- you change your mind after treatment;
- you expected a different degree of change;
- your result differs from another person’s photograph;
- the result is temporary;
- the treatment lasts for a shorter or longer period than another client’s;
- a recognised temporary side effect occurs;
- normal swelling, bruising or settling is still taking place;
- further treatment would be required to create an additional change;
- an included adjustment is not clinically indicated.
This does not mean that concerns will be dismissed or that refunds will never be considered.

We will assess what happened, whether the agreed service was provided and whether it was carried out with reasonable care and skill.

16. Consumer rights and refunds

ANUYU is required to provide its services with reasonable care and skill.

Where a service has not met that standard or was materially different from what was agreed, the remedies available under consumer law may include repeat performance or an appropriate price reduction.

Repeat treatment or correction will only be offered where it is clinically safe and appropriate.

Where it cannot safely be repeated, cannot be completed within a reasonable time or would cause significant inconvenience, an appropriate price reduction or refund may be considered.

We will not apply a blanket “no refunds” approach. Contract terms and decisions affecting consumers must be fair and clear.

Product, consumable, prescribing or pharmacy costs will not be used to remove or improperly reduce a remedy to which you are legally entitled.

Nothing in this policy affects your statutory rights.

17. Processing an agreed refund

Where a refund is agreed, it will normally be returned using the original payment method.

We aim to process agreed refunds as soon as reasonably possible and normally within 10 working days.

Your bank or payment provider may take additional time to display the refund.

A refund may be reduced only where there is a fair and lawful reason, which will be explained to you.

Accepting a refund will not require you to waive legal rights unless a separate written settlement has been freely agreed after you have had an opportunity to consider it.

18. Complaints will not affect your treatment unfairly

You will not be treated unfairly or refused reasonable care simply because you have raised a genuine concern or complaint.

However, ANUYU may decide that it is no longer appropriate to provide further elective treatment where:
- trust has broken down to the point that safe care cannot be provided;
- communication has become abusive, threatening or unsafe;
- the requested treatment is not clinically suitable;
- another practitioner or service would be more appropriate.
Any decision will be based on safety, professional boundaries and the ability to provide appropriate care, not as punishment for making a complaint.

Where clinically necessary, we will explain any immediate aftercare or onward-care arrangements.

19. Confidentiality and complaint records

Complaints and treatment concerns will be handled as privately as reasonably possible.

Information may need to be shared with:
- the treating or prescribing practitioner;
- another healthcare professional involved in your care;
- a pharmacy or supplier;
- ANUYU’s insurer;
- a legal or professional adviser;
- a regulator or public authority where required;
- emergency or safeguarding services where necessary.
Only information reasonably needed to review or manage the concern will be shared.

Complaint records, clinical information, photographs and correspondence will be stored securely in line with our Privacy Notice and Data Protection Statement and applicable legal, professional and insurance requirements.

20. Learning from concerns

Concerns and complaints help us identify where something may need to improve.

ANUYU may use anonymised information to review:
- treatment processes;
- client information;
- consent and aftercare;
- booking and communication;
- clinical training;
- record keeping;
- policies and procedures;
- recurring themes or risks.
Where appropriate, changes will be made and recorded through ANUYU’s clinical-governance process.

21. If you remain unhappy

Where you remain unhappy after receiving our final response, you may:
- ask us to clarify any part of the outcome;
- provide relevant new information for consideration;
- obtain independent clinical or legal advice;
- contact Citizens Advice for consumer guidance;
- consider an appropriate alternative dispute-resolution service;
- raise a serious professional fitness-to-practise concern with the Nursing and Midwifery Council;
- pursue any other route available to you by law.
The Nursing and Midwifery Council considers concerns that may affect a nurse’s fitness to practise, public safety or public confidence in the profession.

Alternative dispute resolution provides a route for consumers and businesses to try to resolve disputes without court proceedings. Where relevant, our final response will explain an appropriate available ADR route and whether ANUYU agrees or is required to participate.

ANUYU will cooperate appropriately with any insurer, regulator, ADR provider or legal process.

22. How to contact us

ANUYU Aesthetics Ltd
Telephone and WhatsApp: 07747 256276
Email: hello@anuyuaesthetics.co.uk
Website: www.anuyuaesthetics.co.uk

Registered office:
2 Lawrenny Grove
Ingleby Barwick
Stockton-on-Tees
TS17 5EA

Main clinic:
Yarm Podiatry and Physiotherapy
89a High Street
Second Floor
Yarm-on-Tees
TS15 9BG

Flexible appointments:
AesthetiChem
80 Norton Road
Stockton-on-Tees
TS18 2DE

The registered office is the company’s legal correspondence address and is not a treatment location.

23. Changes to this policy

ANUYU may update this policy where services, professional guidance, clinic arrangements or legal requirements change.

The current approved version will be available through the ANUYU website.

We will not apply a later change retrospectively to remove an existing right or reduce a remedy without a lawful reason.

ANUYU Aesthetics Ltd
Company number: 17209114
Registered in England and Wales
Registered office: 2 Lawrenny Grove, Ingleby Barwick, Stockton-on-Tees, TS17 5EA
ANUYU Aesthetics Ltd

Client Suitability, Consultation and Refusal Policy

Safe. Subtle. Refined.
Policy reference: ANUYU-003
Version: 1.0
Effective from: 12 July 2026
Review date: 12 July 2027

Our approach

At ANUYU, the consultation is never just a formality.

It is our opportunity to understand what you are hoping to achieve, consider your health and individual features and make sure that any treatment offered is safe, suitable and likely to be of genuine benefit to you.

Sometimes the right outcome of a consultation will be to recommend a different approach, allow more time or not proceed with treatment.

Where we decide that treatment is not right for you, we will explain this honestly, sensitively and without judgement.

This policy applies to consultations and treatments provided at both our Yarm and Stockton-on-Tees locations. It should be read alongside our Client Terms and Conditions, Booking, Consultation, Cancellation and Refund Policy and treatment-specific consent information.

1. Who this policy applies to

This policy applies to:
- new and existing clients;
- consultations and clinical assessments;
- cosmetic injectable treatments;
- prescription-only cosmetic treatments;
- dermal filler treatments;
- elective filler correction or dissolving;
- treatment reviews and adjustments;
- model and portfolio appointments.
The same suitability and safety standards apply whether treatment is provided at a standard, promotional or model price.

2. Age requirement

ANUYU provides cosmetic injectable treatments to clients aged 18 or over only.

We may ask to see valid photographic identification before consultation or treatment.

Treatment will not proceed where:
- you are under 18;
- your age or identity cannot reasonably be confirmed;
- identification appears altered, borrowed or inaccurate.
Parental or guardian permission does not override the minimum age requirement.

In England, cosmetic botulinum toxin and cosmetic filler cannot normally be administered to someone under 18, except in limited medically approved circumstances. ANUYU does not provide those medical exceptions.

3. Every treatment starts with a consultation

Treatment will only be considered following an appropriate consultation and clinical assessment.

Your consultation may include:
- what you would like to change or improve;
- the outcome you are hoping to achieve;
- your medical history;
- prescribed and non-prescribed medication;
- supplements, allergies and sensitivities;
- pregnancy or breastfeeding;
- previous aesthetic, dental, surgical or medical treatment;
- previous reactions or complications;
- assessment of facial anatomy, movement, skin and the proposed treatment area;
- realistic results and treatment limitations;
- material risks, side effects and alternatives;
- aftercare and review arrangements;
- clinical photography;
- treatment cost.
A consultation does not guarantee that treatment will be offered.

We will never recommend treatment simply because you have booked an appointment, paid a consultation fee or travelled to the clinic.

4. Prescription-only cosmetic treatments

Some cosmetic treatments involve prescription-only medicines.

Before a nurse or midwife prescriber issues a prescription for a non-surgical cosmetic medicine, they must personally complete an appropriate face-to-face consultation and assess whether the medicine and procedure are suitable for the individual client. This requirement has applied to NMC prescribers since 1 June 2025.

Paying a fee or requesting a particular treatment does not create an entitlement to:
- a prescription;
- a particular medicine;
- a particular dose;
- treatment on the day of consultation;
- treatment at all.
The prescriber remains responsible for the prescribing decision and may decide that treatment is not appropriate.

5. Information we need from you

You must provide complete, accurate and current information during your consultation and before every treatment.

Please tell us about:
- medical conditions and ongoing investigations;
- prescribed and non-prescribed medication;
- vitamins, supplements and herbal products;
- allergies and sensitivities;
- pregnancy or breastfeeding;
- previous aesthetic procedures;
- previous filler, including where and when it was placed;
- previous side effects, complications or allergic reactions;
- recent illness, infection, cold sores or skin problems;
- recent vaccinations;
- dental, facial, skin, surgical or medical procedures;
- any change since your previous appointment.
Please do not leave information out because you feel embarrassed or believe it is unimportant.

If you are unsure whether something is relevant, please tell us so that the practitioner can decide.

6. Changes since your last appointment

Suitability can change over time.

Being suitable for a previous treatment does not automatically mean that the same treatment remains suitable.

Before each appointment, please tell us about any change to your:
- health;
- medication;
- allergies;
- pregnancy or breastfeeding status;
- previous treatment;
- skin condition;
- symptoms;
- planned medical or dental procedures.
ANUYU may need to reassess, adapt, postpone or cancel the proposed treatment where circumstances have changed.

7. When treatment may be delayed or declined

ANUYU may delay, adapt or decline treatment where there is a reasonable clinical, professional, legal or safety concern.

This may include situations where:
- treatment is not clinically appropriate;
- the likely benefit does not justify the risk;
- the requested result is not realistically achievable;
- the requested treatment could create an unnatural or unsafe result;
- your medical history is incomplete or unclear;
- further information from a GP, dentist, specialist or other healthcare professional is needed;
- your medication or health condition may increase risk;
- you are unwell;
- there is infection, inflammation, broken skin or another concern in the treatment area;
- you have recently undergone another treatment or procedure;
- you are pregnant;
- breastfeeding makes the proposed treatment unsuitable or requires it to be deferred;
- you have previously experienced a significant reaction or complication;
- the product previously used is unknown;
- the practitioner cannot safely identify the anatomy or treatment history;
- clinical photographs cannot be obtained;
- the treatment is outside the practitioner’s competence, professional scope or insurance;
- the required medicine or emergency support is not available;
- there is not enough appointment time to complete the treatment safely;
- another service or healthcare professional would be more appropriate.
A decision to delay or decline treatment is not a criticism of you. It means that the practitioner does not believe it would be right or safe to proceed at that time.

8. Pregnancy and breastfeeding

Pregnancy and maternity are protected characteristics, and clients will always be treated with dignity and respect.

However, pregnancy or breastfeeding may create a genuine clinical reason why a particular elective cosmetic treatment should be delayed.

Any decision will be based on:
- the proposed treatment;
- available safety information;
- medicine or product guidance;
- professional judgement;
- your individual circumstances.
Treatment will not be declined because of a negative assumption about pregnancy, maternity or parenthood.

Where treatment cannot safely proceed, we will explain the reason and, where appropriate, discuss returning for a new consultation at a later date.

9. Expectations and treatment limits

We want to understand the result you are hoping for, but treatment must remain safe, proportionate and realistic.

ANUYU may decline or limit treatment where:
- the requested result cannot safely be achieved;
- you are seeking perfect symmetry;
- you want to reproduce another person’s appearance;
- the amount of product requested would create an unacceptable risk;
- you are requesting repeated treatment too soon;
- further treatment could lead to an overtreated appearance;
- the likely change would not match your expectations;
- the practitioner believes treatment is unlikely to improve how you feel about the concern.
We may recommend:
- a smaller or more gradual treatment plan;
- waiting before further treatment;
- no treatment;
- another type of practitioner or service;
- speaking with your GP or another appropriate healthcare professional.
Safe and subtle treatment will always take priority over using a requested amount of product.

10. Wellbeing, pressure and vulnerability

Cosmetic treatment must be your own informed and voluntary decision.

We may pause or decline treatment where:
- another person appears to be pressuring you;
- you are seeking treatment mainly to satisfy someone else;
- you appear particularly distressed or vulnerable;
- there are significant concerns about your expectations or wellbeing;
- you appear unable to properly consider the information provided;
- treatment appears unlikely to address the underlying concern;
- additional time or another professional opinion would be in your best interests.
This does not mean that ANUYU is diagnosing a mental-health condition.

It means that the practitioner has a responsibility to consider whether elective treatment is appropriate and whether you are in the right position to make the decision.

Where appropriate, we may sensitively suggest support from your GP or another suitable professional.

11. Alcohol, drugs and medication

Treatment will not proceed where the practitioner reasonably believes that you are unable to give informed consent or be treated safely because you are affected by:
- alcohol;
- recreational or non-prescribed drugs;
- sedating medication;
- another substance that affects understanding, judgement or behaviour.
The appointment may need to be cancelled or rearranged.

Any fee retained will be considered under our Booking, Consultation, Cancellation and Refund Policy and will reflect the service provided and reasonable loss incurred.

12. Informed consent

Treatment will only proceed where you have given informed and voluntary consent.

Before deciding, you will have the opportunity to:
- receive information about the proposed treatment;
- understand the expected benefits and limitations;
- consider material risks and side effects;
- discuss reasonable alternatives, including no treatment;
- ask questions;
- take more time;
- decline treatment.
Consent is specific to the individual treatment.

Accepting the website Terms and Conditions, paying a fee or signing into the booking system does not replace treatment-specific informed consent.

NMC guidance places responsibility on the prescriber to obtain informed consent and assess each person’s suitability for the proposed cosmetic procedure.

13. Your right to take more time

You do not have to proceed with treatment on the day of consultation.

Where you feel uncertain, emotional, pressured or need more time, we may recommend that you go away and consider your options.

You may return for treatment later, subject to:
- continuing clinical suitability;
- appointment availability;
- the agreed treatment plan;
- any prescription or assessment window;
- a further consultation where required.
Choosing not to proceed immediately will not affect how you are treated in the future.

14. Withdrawing consent

You may change your mind or withdraw consent at any time, including:
- before arriving;
- during consultation;
- before the procedure begins;
- during treatment.
Where you withdraw consent, treatment will stop as soon as it is safe to do so.

You will never be required to continue because:
- an appointment has been reserved;
- a prescription has been issued;
- a product is available;
- treatment has started;
- payment has been made.
Where a medicine or filler has already been opened or prepared following your clear agreement and cannot safely or lawfully be reused, you may remain responsible for a genuine and unavoidable cost.

Any potential charge must have been explained before the product was opened or prepared. It will be fair and proportionate and will not be used as a punishment for withdrawing consent.

15. Clinical photography

Appropriate clinical photographs are required for injectable treatments as part of ANUYU’s assessment, treatment-planning and record-keeping process.

Photographs may be taken:
- before treatment;
- immediately after treatment;
- at a review;
- when monitoring healing;
- where a concern or complication is reported.
Where an adequate clinical record cannot be created without photographs, treatment may be declined.

Clinical photographs are separate from marketing images.

They will not be used for social media, advertising or promotional purposes without separate and explicit permission.

More information is available in our Clinical Photography, Records and Social Media Policy.

16. Cosmetic masseter treatment

ANUYU may offer masseter treatment for cosmetic facial contouring and jawline slimming only.

It is not offered to diagnose or treat:
- bruxism or teeth grinding;
- jaw pain;
- headaches;
- temporomandibular joint conditions;
- another medical condition.
Where your main concern is pain, grinding, clenching or another health problem, we may decline cosmetic treatment and recommend assessment by your dentist, GP or another appropriate healthcare professional.

17. Previous treatment by another provider

Please tell us about all previous treatment in the proposed area, including:
- the type of treatment;
- the product used, where known;
- the date it was carried out;
- the amount used;
- any complications;
- any dissolving or corrective treatment.
ANUYU may need to delay or decline treatment where:
- the previous product is unknown;
- accurate treatment records are unavailable;
- the area has not fully healed or settled;
- another treatment may interact with the proposed procedure;
- intervention would create an unacceptable risk.
You are always free to seek a second opinion.

ANUYU cannot guarantee that it will be able to correct, dissolve or continue treatment started by another provider.

18. Elective filler dissolving

Elective filler dissolving is a separate clinical procedure and will only be considered following consultation and assessment.

Treatment may be declined where:
- the filler product is unknown;
- the location or amount cannot be established;
- the likely benefit does not justify the risks;
- dissolving would not be clinically appropriate;
- another professional assessment is required.
Elective dissolving may require a patch-test appointment at least 48 hours beforehand under ANUYU’s current clinical protocol.

Routine elective patch testing will not delay urgent assessment or emergency treatment where a time-critical filler complication is suspected.

19. Equality and fair treatment

ANUYU is committed to providing a welcoming and respectful service.

Treatment decisions will not be based on prejudice or assumptions about a protected characteristic.

The Equality Act protects people accessing services from unlawful discrimination, harassment and victimisation and places duties on service providers to consider reasonable adjustments for disabled people.

Clinical decisions may still take account of factors such as:
- age;
- pregnancy or breastfeeding;
- disability;
- medication;
- health conditions;
- anatomy;
- ability to consent;
where those factors are genuinely relevant to the safety or suitability of the proposed treatment.

The reason for any decision will be explained sensitively wherever appropriate.

20. Access needs and reasonable adjustments

Please tell us about any disability, mobility need, communication requirement or other adjustment that may help you access our service.

We will consider reasonable options, which may include:
- providing information in a different format;
- allowing more time for communication;
- agreeing an appropriate way to contact you;
- considering whether another clinic location is more accessible;
- allowing a suitable accompanying person;
- adapting the consultation process where safe and practical.
Our main Yarm treatment room is on the second floor.

Please contact us before booking if stairs or access may be difficult. We will discuss the available options with you, including whether a suitable appointment may be available at our Stockton-on-Tees location.

An adjustment cannot require the practitioner to provide treatment that would be unsafe, clinically inappropriate or outside their professional scope.

21. Accompanying persons

You may ask to bring a suitable adult to your consultation for support.

We may ask to speak with you privately for part of the appointment so that we can confirm:
- the decision is your own;
- you can discuss confidential medical information freely;
- you understand the proposed treatment;
- there is no pressure from another person.
An accompanying person must behave respectfully and must not interfere with the clinical assessment or consent process.

ANUYU may ask an accompanying person to leave where their presence affects confidentiality, safety or your ability to make an independent decision.

22. Behaviour and professional boundaries

Treatment may be stopped or declined where behaviour is:
- threatening;
- abusive;
- discriminatory;
- intimidating;
- sexually inappropriate;
- disruptive;
- unsafe.
This applies to behaviour in person and through telephone, email, messaging or social media.

Any decision will be based on safety and professional boundaries rather than as punishment for raising a genuine concern or complaint.

Further information is available in our Zero Tolerance, Respect and Client Behaviour Policy.

23. If we decide not to treat

Where treatment is declined, we will normally:
- explain the main reason;
- answer reasonable questions;
- record the decision in your clinical record;
- explain whether treatment may be reconsidered later;
- suggest another service or healthcare professional where appropriate;
- explain any effect on fees already paid.
We may not always be able to provide detailed clinical reasoning in writing where doing so would be inappropriate, unsafe or involve another person’s confidential information.

The practitioner’s clinical decision is final for that appointment.

You remain free to seek an independent opinion elsewhere.

24. Fees where treatment is declined

Where a full consultation and clinical assessment have been completed, the £30 consultation fee will normally remain payable even where treatment is not offered.

This is because the consultation and professional assessment have been provided.

Where ANUYU identifies before the consultation begins that it cannot provide the booked service, you will be offered:
- an alternative appointment where appropriate; or
- a refund for the service that has not been provided.
Any cancellation, product or other charge will be handled in line with our Booking, Consultation, Cancellation and Refund Policy and your statutory rights.

25. Future appointments

A decision not to proceed on one occasion does not always mean that ANUYU will never treat you.

Treatment may be reconsidered where:
- a health issue has resolved;
- further medical information has been obtained;
- sufficient time has passed after another procedure;
- expectations have been clarified;
- another concern has been appropriately assessed;
- the practitioner is satisfied that treatment has become suitable.
A new consultation or assessment may be required.

ANUYU may permanently decline future elective treatment where it does not believe a safe and appropriate professional relationship can be maintained.

26. Confidentiality and records

Information discussed during your consultation will be handled confidentially and recorded in your clinical record.

Information may be shared where there is an appropriate lawful reason, including:
- with a prescriber or pharmacy involved in your care;
- with another healthcare professional involved in an urgent referral;
- to protect you or another person from serious harm;
- for safeguarding;
- with an insurer, regulator or legal adviser where necessary;
- where disclosure is required by law.
Further information is available in our Privacy Notice and Data Protection Statement.

27. Raising a concern about a suitability decision

Please speak with us if you feel that:
- the decision was not explained clearly;
- relevant information was overlooked;
- you were treated unfairly;
- a reasonable adjustment was not considered;
- you would like the decision reviewed.
You may raise the matter through our Complaints, Treatment Concerns and Refunds Policy.

Making a genuine complaint will not result in you being treated unfairly.

However, a complaint will not require the practitioner to provide treatment that they continue to believe is unsafe or inappropriate.

28. How to contact us

ANUYU Aesthetics Ltd
Telephone and WhatsApp: 07747 256276
Email: hello@anuyuaesthetics.co.uk
Website: www.anuyuaesthetics.co.uk

Registered office:
2 Lawrenny Grove
Ingleby Barwick
Stockton-on-Tees
TS17 5EA

Main clinic:
Yarm Podiatry and Physiotherapy
89a High Street
Second Floor
Yarm-on-Tees
TS15 9BG

Flexible appointments:
AesthetiChem
80 Norton Road
Stockton-on-Tees
TS18 2DE

The registered office is the company’s legal correspondence address and is not a treatment location.

29. Changes to this policy

ANUYU may update this policy where services, professional guidance, clinic arrangements or legal requirements change.

The current approved version will be available through the ANUYU website.

We will not apply a later change retrospectively to remove an existing right or impose a new material charge without a lawful reason.

ANUYU Aesthetics Ltd
Company number: 17209114
Registered in England and Wales
Registered office: 2 Lawrenny Grove, Ingleby Barwick, Stockton-on-Tees, TS17 5EA
ANUYU Aesthetics Ltd
Respect, Client Behaviour and Zero Tolerance Policy
Safe. Subtle. Refined.
Policy reference: ANUYU-004
Version: 1.0
Effective from: 12 July 2026
Review date: 12 July 2027
Our approach
We want ANUYU to feel calm, safe and welcoming for every client.
We will always aim to treat you with kindness, dignity and respect. In return, we ask that clients, accompanying persons and anyone contacting ANUYU behave respectfully towards our practitioner, clinic colleagues and other people using the premises.
We understand that clients may sometimes feel anxious, disappointed or worried. Raising a concern, asking questions or making a complaint will never be treated as unacceptable behaviour simply because the conversation is difficult.
However, abusive, threatening, discriminatory, sexually inappropriate or unsafe behaviour will not be accepted.
This policy applies at both our Yarm and Stockton-on-Tees clinic locations and to all communication with ANUYU, including telephone calls, messages, email and social media.
1. What you can expect from us
When you visit or contact ANUYU, you can expect us to:
- listen to you;
- communicate clearly and respectfully;
- protect your dignity and privacy;
- take reasonable questions and concerns seriously;
- explain clinical decisions sensitively;
- avoid pressuring you into treatment;
- consider reasonable adjustments;
- maintain professional boundaries;
- respond appropriately where something has gone wrong;
- keep your information confidential, subject to legal and safeguarding responsibilities.
We recognise that treatment concerns can feel personal and upsetting. We will aim to respond calmly and professionally, even where opinions differ.
2. What we ask from clients
We ask clients and accompanying persons to:
- communicate respectfully;
- follow reasonable safety and clinic instructions;
- arrive in a condition that allows safe consultation and treatment;
- provide honest and accurate information;
- respect the privacy of other clients;
- avoid disrupting other services taking place within the host clinic;
- use official ANUYU contact channels appropriately;
- allow reasonable time for concerns and complaints to be reviewed;
- avoid recording, photographing or publishing information about other people without permission;
- treat clinic property and facilities with care.
Disagreement with a clinical decision does not justify abusive or threatening behaviour.
3. Behaviour we will not accept
ANUYU will not accept behaviour including:
- shouting, swearing at or insulting another person;
- threatening language or gestures;
- intimidation or attempts to frighten someone;
- physical aggression or violence;
- unwanted touching;
- sexually inappropriate comments, requests or behaviour;
- racist, sexist, homophobic, transphobic, ableist or otherwise discriminatory language or conduct;
- harassment or repeated unwanted contact;
- deliberately spreading another person’s confidential information;
- recording staff, clients or conversations without permission;
- deliberately damaging property;
- bringing a weapon or dangerous item onto the premises;
- attempting to obtain treatment through threats, pressure or deception;
- abusive or defamatory social-media contact directed at an individual;
- behaviour that prevents the practitioner from carrying out a safe clinical assessment;
- encouraging another person to behave abusively on your behalf.
This list is not exhaustive. We will consider the nature, seriousness and impact of the behaviour.
4. Raising concerns is not unacceptable behaviour
You are entitled to:
- ask questions;
- challenge information respectfully;
- say that you are unhappy;
- request an explanation;
- decline treatment;
- withdraw consent;
- seek a second opinion;
- make a complaint;
- exercise your statutory rights.
A client will not be labelled difficult or abusive simply because they raise a genuine concern or complaint.
There is a difference between expressing dissatisfaction and behaving in a threatening, abusive or unsafe way.
Where communication becomes heated, we may suggest pausing the conversation and returning to it once everyone has had time to reflect.
5. Anxiety, distress and emotional conversations
We understand that discussions about appearance, treatment outcomes or complications may cause anxiety or distress.
Where you appear upset, we may:
- offer time to pause;
- move the conversation to a quieter setting where possible;
- suggest continuing the discussion at another time;
- offer to provide information in writing;
- arrange a clinical review;
- ask whether you would like a suitable person to support you;
- recommend another healthcare professional where appropriate.
We will remain compassionate, but distress does not make threatening or abusive behaviour acceptable.
6. Alcohol, drugs and intoxication
Consultation and treatment cannot safely proceed where a client appears affected by:
- alcohol;
- recreational drugs;
- non-prescribed medication;
- sedating medication;
- another substance that affects understanding, judgement, behaviour or consent.
Where there is a concern, ANUYU may:
- stop or postpone the appointment;
- refuse treatment;
- ask the client to leave safely;
- contact an emergency contact or appropriate service where necessary;
- require a new appointment and consultation.
Any fee decision will be made under our Booking, Consultation, Cancellation and Refund Policy and will reflect the service provided and reasonable loss caused.
7. Accompanying persons
A suitable adult may attend a consultation for support where this does not interfere with privacy, safety or the clinical process.
Accompanying persons must:
- behave respectfully;
- allow the client to speak for themselves;
- avoid pressuring the client;
- respect confidentiality;
- follow clinic instructions;
- avoid disrupting treatment or other services.
We may ask an accompanying person to leave part or all of the appointment where:
- the client needs to discuss private information;
- their presence appears to influence consent;
- they interrupt or interfere with the assessment;
- their behaviour is inappropriate or unsafe;
- there is not enough space to provide treatment safely.
Where an accompanying person behaves unacceptably, the appointment may need to stop even where the client has behaved appropriately.
8. Children at appointments
Cosmetic injectable treatment is only provided to clients aged 18 or over.
Where possible, please avoid bringing children to treatment appointments.
The treatment environment may contain:
- needles;
- medicines;
- clinical equipment;
- sharps containers;
- cleaning products;
- other hazards.
ANUYU cannot supervise children while providing a consultation or treatment.
Where a child’s presence prevents a safe, private or uninterrupted appointment, treatment may need to be rearranged.
Any fee decision will be considered fairly under our booking policy.
9. Mobile phones, photographs and recordings
Please place mobile phones on silent during consultation and treatment where possible.
You must not photograph, film or record:
- another client;
- another client’s records or treatment;
- clinic staff or host-clinic staff without permission;
- confidential information visible within the clinic;
- clinical conversations involving another person.
You may ask to record information relating to your own consultation. This must be discussed before recording begins so that confidentiality, consent and the clinical process can be considered.
Secret recording may damage trust and may result in the appointment being paused or ended, although any response will be considered proportionately and in the context of the circumstances.
10. Social media and online communication
We welcome respectful questions, reviews and feedback.
We will not accept:
- threats made through social media or messaging;
- repeated hostile contact after a clear response has been provided;
- publishing private information about staff or other clients;
- encouraging others to harass an individual;
- discriminatory or sexually inappropriate messages;
- deliberately misleading statements intended to intimidate or cause harm;
- using public comments for urgent medical concerns.
Where a concern relates to treatment, please contact ANUYU directly so that we can assess it safely and confidentially.
We may remove, hide or report content that breaches platform rules, reveals confidential information or creates a safety risk.
We will not remove legitimate criticism simply because it is negative.
11. Repeated or unreasonable contact
We recognise that a worried client may need reassurance and updates.
However, communication may become unreasonable where it involves:
- repeated messages across several channels about the same issue;
- demanding immediate responses to non-urgent matters;
- contacting personal accounts or family members;
- repeated calls after being asked to use a particular contact method;
- abusive or threatening messages;
- attempts to prevent a reasonable investigation from taking place;
- repeated demands for an outcome that would be unsafe, unlawful or outside ANUYU’s control.
Where this happens, ANUYU may set reasonable communication boundaries, such as:
- asking that communication takes place by email;
- agreeing a named point of contact;
- responding at reasonable intervals;
- combining repeated messages into one response;
- declining to respond to abusive or repetitive content;
- asking a representative to communicate on the client’s behalf.
Any restriction will be proportionate and will not prevent urgent clinical information from being reported.
12. If behaviour becomes unacceptable
Where behaviour causes concern, ANUYU will respond according to the seriousness and immediacy of the situation.
Where it is safe and appropriate, we may:
- explain which behaviour is causing concern;
- ask for the behaviour to stop;
- remind the person of expected standards;
- pause the conversation or appointment;
- offer a different way to communicate;
- ask an accompanying person to leave;
- end the appointment;
- ask the person to leave the premises;
- restrict future contact;
- cancel future appointments;
- decline further elective treatment;
- contact the host clinic, security, police or emergency services.
We are not required to give a warning before acting where there is an immediate safety risk.
13. Ending an appointment
An appointment may be ended where:
- the practitioner or another person feels threatened or unsafe;
- respectful communication cannot be restored;
- the clinical assessment is being disrupted;
- consent cannot be obtained safely;
- the client appears intoxicated;
- professional boundaries have been seriously breached;
- the premises or equipment are at risk;
- another client’s privacy or safety is affected.
Where treatment has already begun, the practitioner will stop at the safest appropriate point and provide any immediate care or aftercare that is reasonably required.
Ending an appointment does not remove ANUYU’s responsibility to act safely and professionally.
14. Fees where an appointment is ended
Where an appointment is ended because of unacceptable behaviour, any fee retained will reflect:
- the consultation or service already provided;
- the clinical time reserved;
- products or medicines already opened or prepared following agreement;
- reasonable and genuine loss caused.
Fees will not be retained simply as a punishment.
Where ANUYU ends an appointment without a fair safety, clinical or behavioural reason, payment for a service not provided will be refunded where appropriate.
Nothing in this policy affects your statutory rights.
15. Refusing future treatment
ANUYU may decide that it is no longer appropriate to provide further elective treatment where:
- there has been serious or repeated abusive behaviour;
- a threat or act of violence has occurred;
- professional boundaries have been repeatedly breached;
- the client continues to contact staff inappropriately;
- trust has broken down to the point that safe care cannot be provided;
- communication arrangements cannot be maintained safely;
- another practitioner or service would be more appropriate.
Where reasonably possible, we will explain the decision in writing.
A decision to refuse future elective treatment will not be made as punishment for raising a genuine complaint.
Where there is an unresolved clinical concern linked to treatment already provided, ANUYU will consider what immediate aftercare, review or onward-care information remains reasonably necessary.
16. Immediate threats or violence
Where there is violence, a serious threat or an immediate risk to safety, ANUYU or the host clinic may:
- ask the person to leave immediately;
- move other people to safety;
- contact the police;
- contact emergency services;
- share relevant information where necessary to prevent harm;
- record and preserve evidence;
- refuse all future appointments.
Where safe to do so, the practitioner will consider whether any immediate clinical aftercare is required.
17. Discrimination and harassment
ANUYU will not tolerate unlawful discrimination or harassment towards:
- clients;
- practitioners;
- host-clinic staff;
- visitors;
- suppliers;
- members of the public.
This includes behaviour connected to age, disability, gender reassignment, marriage or civil partnership, pregnancy or maternity, race, religion or belief, sex or sexual orientation.
We will also not tolerate harassment based on appearance, health, occupation, accent, social background or another personal characteristic.
The same standards apply to ANUYU. Clients who believe they have been treated unfairly or disrespectfully are encouraged to raise the matter through our complaints process.
18. Disability, health conditions and reasonable adjustments
Behaviour will always be considered in context.
A disability, health condition, communication difference or neurodivergence may affect how a person communicates or responds to stress.
We will consider reasonable adjustments, which may include:
- allowing additional time;
- communicating in writing;
- reducing environmental distractions;
- agreeing a clear point of contact;
- allowing a suitable support person;
- arranging an appointment at the more accessible clinic location;
- using clearer or simpler information.
However, a health condition or disability does not require ANUYU to accept violence, serious threats or behaviour that places another person at risk.
19. Safeguarding concerns
Where behaviour or information raises a safeguarding concern, ANUYU may need to act to protect the client or another person.
This may include concerns about:
- coercion or control;
- domestic abuse;
- exploitation;
- self-neglect;
- risk of serious harm;
- another person making decisions or applying pressure;
- a vulnerable adult being unable to protect themselves.
Where appropriate, ANUYU may:
- speak with the client privately;
- delay or decline treatment;
- seek professional safeguarding advice;
- contact an appropriate safeguarding service;
- contact emergency services;
- share necessary information without consent where there is a lawful and proportionate reason.
Safeguarding decisions will be recorded and handled as confidentially as possible.
20. Confidentiality
Behavioural incidents will be recorded where this is necessary for:
- client or staff safety;
- clinical care;
- complaint handling;
- insurance;
- legal obligations;
- safeguarding;
- decisions about future appointments.
Information will only be shared where there is an appropriate reason, such as with:
- the treating practitioner;
- relevant host-clinic staff;
- ANUYU’s insurer or adviser;
- safeguarding services;
- police or emergency services;
- a regulator or legal authority where required.
Further information is available in our Privacy Notice and Data Protection Statement.
21. Recording and reviewing incidents
Where an incident occurs, ANUYU may record:
- what happened;
- who was present;
- the action taken;
- any injury or damage;
- relevant messages or evidence;
- whether the police or another service was contacted;
- any decision about future contact or treatment;
- learning or follow-up action.
Serious incidents may be reviewed through ANUYU’s internal clinical-governance process.
The purpose is to protect people, support fair decisions and identify any improvements required.
22. Raising a concern about how this policy was applied
Please tell us if you believe:
- you were treated unfairly;
- your behaviour was misunderstood;
- a disability or communication need was not considered;
- a reasonable adjustment should have been offered;
- the response was disproportionate;
- this policy was used because you raised a complaint.
You may raise the matter through our Complaints, Treatment Concerns and Refunds Policy.
We will review the circumstances fairly.
Making a complaint will not require ANUYU to provide treatment where the practitioner continues to believe that a safe professional relationship cannot be maintained.
23. How to contact us
ANUYU Aesthetics Ltd
Telephone and WhatsApp: 07747 256276
Email: hello@anuyuaesthetics.co.uk
Website:www.anuyuaesthetics.co.uk
Registered office:
2 Lawrenny Grove
Ingleby Barwick
Stockton-on-Tees
TS17 5EA
Main clinic:
Yarm Podiatry and Physiotherapy
89a High Street
Second Floor
Yarm-on-Tees
TS15 9BG
Flexible appointments:
AesthetiChem
80 Norton Road
Stockton-on-Tees
TS18 2DE
The registered office is the company’s legal correspondence address and is not a treatment location.
24. Changes to this policy
ANUYU may update this policy where clinic arrangements, professional guidance, safety requirements or legal responsibilities change.
The current approved version will be available through the ANUYU website.
We will not use a later change retrospectively to impose an unfair charge or remove an existing legal right.
ANUYU Aesthetics Ltd
Company number: 17209114
Registered in England and Wales
Registered office: 2 Lawrenny Grove, Ingleby Barwick, Stockton-on-Tees, TS17 5EA
ANUYU Aesthetics Ltd
Privacy Notice and Data Protection Statement
Safe. Subtle. Refined.
Policy reference: ANUYU-005
Version: 1.0
Effective from: 12 July 2026
Review date: 12 July 2027
Our approach
Your privacy matters to us.
When you contact ANUYU or receive treatment, you trust us with personal information about you, including information about your health.
We only collect information that we genuinely need to arrange appointments, assess suitability, provide safe treatment, maintain accurate records and meet our professional and legal responsibilities.
This notice explains:
- what information we collect;
- why we need it;
- how we use and protect it;
- who we may share it with;
- how long we keep it;
- the rights available to you.
We have kept the language as clear as possible. Please contact us if there is anything you would like us to explain.
1. Who is responsible for your information?
ANUYU Aesthetics Ltd is the data controller for the personal information covered by this notice.
This means that ANUYU decides why and how your information is used.
ANUYU Aesthetics Ltd
Company number: 17209114
Registered in England and Wales
Registered office:
2 Lawrenny Grove
Ingleby Barwick
Stockton-on-Tees
TS17 5EA
Data protection contact: Nicola Walker
Email: hello@anuyuaesthetics.co.uk
Telephone and WhatsApp: 07747 256276
Website:www.anuyuaesthetics.co.uk
The registered office is our legal correspondence address and is not a treatment location.
2. Where this notice applies
This notice applies when you:
- visit our website;
- contact us by telephone, email, WhatsApp or social media;
- submit an enquiry or booking request;
- book or attend a consultation;
- receive treatment;
- attend a review;
- report a treatment concern;
- make a complaint;
- take part in a model or portfolio appointment;
- agree to receive marketing;
- visit either of our clinic locations.
ANUYU currently provides appointments from:
Main clinic – Yarm
Yarm Podiatry and Physiotherapy
89a High Street
Second Floor
Yarm-on-Tees
TS15 9BG
Flexible appointments – Stockton-on-Tees
AesthetiChem
80 Norton Road
Stockton-on-Tees
TS18 2DE
3. The information we may collect
The information we collect will depend on how you interact with us.
It may include:
Identity and contact information
- your name;
- date of birth;
- age;
- address;
- telephone number;
- email address;
- emergency contact details;
- photographic identification where needed;
- preferred way for us to contact you.
Appointment and booking information
- requested treatment or consultation;
- appointment date, time and location;
- booking, cancellation and attendance history;
- messages relating to your appointment;
- payments, refunds and outstanding balances;
- appointment reminders and confirmations.
Health and clinical information
- medical history;
- current and previous health conditions;
- medication and supplements;
- allergies and sensitivities;
- pregnancy or breastfeeding information;
- previous aesthetic, dental, surgical and medical treatments;
- previous reactions or complications;
- information about your skin, anatomy and facial movement;
- consultation and suitability assessments;
- treatment plans;
- products, medicines, batch numbers and quantities used;
- injection sites and treatment techniques;
- prescriptions and pharmacy information;
- consent and aftercare records;
- review notes;
- treatment concerns, complications and referrals.
Health information is treated as special-category personal data, which means it requires a higher level of protection. Organisations using health information must identify both a lawful basis and an additional special-category condition for processing it.
Photographs and recordings
We may collect:
- clinical photographs taken before and after treatment;
- photographs taken during reviews;
- photographs sent by you when reporting a concern;
- separate marketing photographs or video where you have actively agreed.
Clinical photography and marketing photography are treated differently. More information is available in our Clinical Photography, Records and Social Media Policy.
Communication records
We may retain relevant communications sent through:
- email;
- telephone;
- WhatsApp;
- our website;
- our booking or clinical-record system;
- social-media messages;
- letters or written forms.
Where information is relevant to your care, booking, complaint or safety, it may be copied into your clinical or business record.
Financial information
We may collect information about:
- payments made;
- payment method;
- invoices and receipts;
- refunds;
- failed or disputed payments;
- transaction references.
ANUYU does not normally receive or store your complete bank-card details. These are generally processed securely by the relevant payment provider.
Website information
When you use our website, we may collect limited technical information such as:
- device and browser type;
- approximate location based on an internet address;
- pages visited;
- how you reached the website;
- website enquiries;
- cookie and consent choices.
Further information is provided in our separate Cookies Policy.
4. Where we obtain your information
Most information is provided directly by you.
We may also receive information from:
- a prescribing clinician;
- a pharmacy;
- another healthcare practitioner involved in your care;
- a person authorised to act for you;
- an emergency contact;
- a payment or booking provider;
- a host clinic where necessary;
- an insurer, solicitor or regulator;
- emergency or safeguarding services;
- publicly available information where you have contacted or tagged ANUYU through social media.
Where we obtain personal information from another source, we will provide privacy information as soon as reasonably possible and normally within one month, unless an applicable exception applies.
5. Why we use your information
We use personal information to:
- respond to enquiries;
- arrange and confirm appointments;
- assess whether treatment is safe and suitable;
- provide consultations and treatments;
- make prescribing decisions;
- obtain medicines and products;
- maintain accurate clinical records;
- provide aftercare and reviews;
- respond to treatment concerns;
- manage complaints and incidents;
- process payments and refunds;
- protect clients, practitioners and the public;
- meet safeguarding responsibilities;
- communicate with insurers and professional advisers;
- establish, exercise or defend legal claims;
- prevent fraud or misuse of our services;
- meet tax, accounting, professional and regulatory responsibilities;
- improve our systems and client experience;
- send marketing where permitted.
We will not use your information for a new and incompatible purpose without first considering whether we have a lawful reason and whether you need to be told.
6. Our lawful reasons for using personal information
Data protection law requires us to identify an appropriate lawful basis before using personal information.
The lawful basis depends on why the information is being used.
Contract and steps before entering a contract
We may use your information where it is needed to:
- respond to a treatment enquiry;
- arrange a consultation;
- manage a booking;
- provide an agreed service;
- process payment;
- manage cancellation or refund arrangements.
Legal obligation
We may use information where necessary to meet a legal responsibility, including:
- company and financial record keeping;
- tax and accounting;
- medicine and prescribing responsibilities;
- safeguarding;
- responding to lawful requests;
- complying with court, regulatory or legal requirements.
Legitimate interests
We may use information where it is reasonably necessary for the legitimate interests of ANUYU or another person, provided your rights do not override those interests.
This may include:
- protecting our business and systems;
- keeping appropriate records;
- preventing fraud;
- managing complaints;
- improving our services;
- protecting professional rights;
- obtaining insurance or legal advice;
- establishing, exercising or defending legal claims.
Where we rely on legitimate interests, we consider whether the use is necessary, fair and proportionate.
Consent
We may rely on your consent for activities that are genuinely optional, including:
- marketing photographs;
- promotional video;
- some marketing communications;
- non-essential website cookies.
Consent will be requested separately from general Terms and Conditions and must involve a clear positive choice.
You can withdraw consent at any time. Withdrawing consent will not make earlier lawful use of the information invalid.
Vital interests
In a medical emergency, we may use or share information where this is necessary to protect your life or the life of another person.
7. How we use health and clinical information
Health information receives additional legal protection.
For clinical care, ANUYU may rely on the special-category condition that allows information to be used where necessary for health treatment or the management of health services by, or under the responsibility of, a healthcare professional who is subject to confidentiality duties.
Depending on the circumstances, we may also rely on special-category conditions relating to:
- vital interests in an emergency;
- safeguarding or substantial public interest;
- establishing, exercising or defending legal claims;
- your explicit consent for optional marketing use.
We do not normally rely on consent as the main basis for keeping necessary clinical records. This means withdrawing consent for optional marketing does not require us to delete clinical records that we still need for lawful clinical, professional, insurance or legal reasons.
8. Clinical records
Your clinical record may include:
- consultation information;
- medical history;
- suitability decisions;
- treatment plans;
- prescriptions;
- consent records;
- treatment details;
- product and batch information;
- clinical photographs;
- aftercare;
- reviews;
- treatment concerns;
- referrals and emergency information.
These records help us provide safe care and demonstrate what was discussed, agreed and provided.
You cannot normally require ANUYU to remove accurate information from a clinical record simply because you later change your mind about treatment.
Where you believe information is inaccurate or incomplete, you can ask us to review it. We may correct factual inaccuracies or add an explanatory note while preserving the original clinical record where appropriate.
9. Clinical and marketing photographs
Clinical photographs are required for injectable treatments where they are needed for safe assessment, treatment planning and record keeping.
They are held as part of your confidential clinical record.
Clinical photographs will not automatically be used for:
- social media;
- advertising;
- our website;
- printed materials;
- model portfolios.
Marketing use requires separate and explicit permission.
Where a photograph may reveal information about your treatment or health, explicit consent may be needed for marketing use.
You can withdraw marketing consent for future use at any time.
ANUYU will stop new use and take reasonable steps regarding material under its direct control. However, withdrawal cannot always reverse publication or third-party sharing that lawfully took place before consent was withdrawn.
Tagging ANUYU, sending us a photograph or posting about your treatment does not automatically give us permission to reuse the content for marketing.
10. Prescribers and pharmacies
Where your proposed treatment involves a prescription-only medicine, relevant information may be shared with:
- the prescribing clinician;
- the dispensing pharmacy;
- authorised members of the clinical team;
- another healthcare professional involved in your care.
This may include:
- identity and contact details;
- relevant health information;
- allergies and medication;
- consultation and prescribing information;
- treatment requirements;
- information about adverse reactions or concerns.
Only information reasonably needed for safe prescribing, dispensing, treatment and follow-up will be shared.
Prescribers and pharmacies may also act as separate data controllers for the records they are legally or professionally required to keep.
11. Booking, clinical-record and payment systems
ANUYU uses trusted third-party systems to support its services.
These may include providers of:
- booking and appointment management;
- consultation, consent and clinical records;
- secure communication;
- prescriptions and pharmacy supply;
- payment processing;
- accounting;
- email and website hosting;
- data storage and backup.
Our current systems may include services such as Faces and relevant payment, banking, website and email providers.
These organisations may act as:
- data processors acting on ANUYU’s instructions; or
- separate data controllers with their own legal responsibilities.
We take reasonable steps to choose appropriate providers and limit the information shared to what is needed.
12. Our host clinic locations
ANUYU currently operates from premises managed by Yarm Podiatry and Physiotherapy and AesthetiChem.
Host-clinic staff do not receive full access to your ANUYU clinical record simply because your appointment takes place within their premises.
Limited information may be shared where necessary for:
- confirming access to the premises;
- reception or appointment arrangements;
- health and safety;
- emergencies;
- incident management;
- safeguarding;
- legal requirements.
Where a host clinic separately collects your information for its own purposes, it is responsible for explaining how it uses that information.
13. When we may share your information
We may share information with:
- prescribing clinicians;
- pharmacies;
- healthcare professionals involved in your care;
- booking and clinical-record providers;
- payment and accounting providers;
- IT, website, email and data-storage suppliers;
- host clinics where necessary;
- ANUYU’s insurer;
- legal, financial and professional advisers;
- emergency services;
- safeguarding organisations;
- police or regulatory bodies;
- courts or public authorities;
- another person acting with your authority.
We will only share information where there is an appropriate reason and lawful basis.
We do not sell client personal information to advertisers or third-party marketing businesses.
14. Emergency care and safeguarding
There may be circumstances where information needs to be shared without first obtaining your agreement.
This may happen where sharing is necessary and proportionate to:
- protect life;
- obtain urgent medical care;
- prevent serious harm;
- respond to a safeguarding concern;
- report a serious incident;
- comply with a legal requirement;
- assist the police or another authority where lawful.
Where possible and appropriate, we will tell you about the disclosure.
15. Marketing communications
Appointment confirmations, treatment information, aftercare and safety messages are service communications. They are not marketing.
We will only send promotional email, text or electronic messages where:
- you have actively agreed; or
- another lawful marketing route, such as the limited existing-customer soft opt-in, genuinely applies.
Where consent is requested, it will be:
- separate from treatment consent;
- optional;
- clear about the communication method;
- recorded.
Electronic marketing to individual subscribers normally requires consent unless every requirement of the applicable soft opt-in is met. Marketing messages must identify the sender and provide a straightforward way to opt out.
You can stop marketing at any time by:
- using an unsubscribe option;
- replying to the message;
- contacting hello@anuyuaesthetics.co.uk;
- messaging 07747 256276.
Stopping marketing will not prevent us from sending important appointment, aftercare, safety or account information.
We may keep a minimal suppression record so that we remember not to contact you for marketing again.
16. Website cookies
Our website may use cookies and similar technologies.
Some cookies are necessary for the website to operate. Others may support:
- website functionality;
- preferences;
- audience measurement;
- analytics;
- embedded content;
- marketing.
Website visitors must be told about the cookies being used. Where cookies are not strictly necessary, consent may be required before they are placed or accessed.
Further details, including how to manage your choices, are provided in our Cookies Policy and website cookie controls.
17. International transfers
Some technology, website, payment or communications providers may process information outside the United Kingdom.
Where a restricted international transfer takes place, ANUYU will take reasonable steps to make sure it is covered by:
- UK adequacy regulations;
- appropriate contractual or legal safeguards; or
- another lawful transfer mechanism.
Where adequacy does not apply, recognised safeguards may include the UK International Data Transfer Agreement or an approved transfer addendum, together with any necessary transfer assessment.
You can contact us for further information about the safeguards applying to a particular transfer.
18. How long we keep information
We do not keep identifiable information for longer than we reasonably need it.
Data protection law does not set one fixed retention period for every type of record. Organisations must decide and justify appropriate periods based on why the information is held.
Our normal retention periods are:
Clinical records
Clinical records, treatment records, consent information and clinical photographs will normally be retained for up to 10 years following your last treatment or meaningful clinical contact.
Records may be kept for longer where necessary because of:
- an ongoing treatment concern;
- a complaint;
- an incident;
- safeguarding;
- an insurance requirement;
- legal proceedings;
- another lawful professional reason.
Prescription and pharmacy information
Information held by ANUYU will normally be retained as part of your clinical record.
A prescribing clinician or pharmacy may apply its own lawful retention period to records held separately.
Financial and accounting information
Invoices, payments and accounting records will normally be retained for at least six years, in line with applicable company, tax and accounting requirements.
Enquiries that do not lead to treatment
Routine enquiries that do not result in a booking will normally be deleted or anonymised within 12 months, unless there is a reason to retain them longer.
Complaints and incidents
Complaints, treatment concerns and incident records may be kept for up to 10 years following closure, particularly where they form part of the clinical record or may be relevant to insurance or legal matters.
Marketing information
Marketing contact details will be kept while consent or another lawful marketing basis remains valid.
Where you opt out, we may keep a minimal record of your preference so that we do not accidentally contact you again.
Website information
Cookie and website information will be kept for the periods described in our Cookies Policy or the settings of the relevant website provider.
When information is no longer required, it will be securely deleted, destroyed or anonymised.
19. How we protect your information
ANUYU uses reasonable technical and organisational measures to protect information.
These may include:
- password-protected systems;
- access controls;
- secure clinical-record platforms;
- device security;
- encryption where available;
- secure backup;
- locked storage for any necessary paper records;
- confidentiality obligations;
- careful sharing and verification procedures;
- supplier checks;
- incident and breach procedures.
Access to clinical information is limited to people who genuinely need it for an appropriate purpose.
No system can guarantee complete security, but we take proportionate steps to reduce the risk of loss, misuse, unauthorised access or disclosure.
20. Your data protection rights
Depending on the circumstances, you may have the right to:
- be informed about how your information is used;
- ask for access to your personal information;
- have inaccurate information corrected;
- ask us to complete information that is incomplete;
- ask for information to be erased;
- ask for processing to be restricted;
- object to certain uses;
- receive some information in a portable format;
- withdraw consent;
- object to direct marketing;
- raise a data protection complaint;
- challenge certain automated decisions.
These rights are not all absolute.
For example, we may need to keep clinical information despite an erasure request where it remains necessary for professional, legal, insurance, safeguarding or legal-claims purposes. The right to erasure only applies in particular circumstances.
You have an absolute right to object to your personal information being used for direct marketing.
21. Asking for a copy of your information
You can make a subject access request by contacting:
Email: hello@anuyuaesthetics.co.uk
Telephone and WhatsApp: 07747 256276
Post: ANUYU Aesthetics Ltd, 2 Lawrenny Grove, Ingleby Barwick, Stockton-on-Tees, TS17 5EA
You do not need to use the words “subject access request”.
Please describe the information you would like so we can locate it efficiently.
We may need to:
- confirm your identity;
- clarify the scope of your request;
- protect information relating to another person;
- apply a lawful exemption.
Requests are normally free of charge.
We will normally respond within one calendar month. The period may be extended where a request is complex or where several requests have been made, but we will explain this where applicable.
22. Automated decisions
ANUYU does not currently make decisions about your treatment or suitability solely through automated processing.
Clinical decisions are made by an appropriately qualified practitioner using the information available and their professional judgement.
Where this changes in a way that significantly affects clients, we will update this notice and explain the safeguards in place.
23. Data breaches
A personal data breach could include information being:
- lost;
- accessed without authority;
- disclosed to the wrong person;
- altered incorrectly;
- destroyed;
- temporarily made unavailable.
ANUYU will record and assess suspected breaches and take steps to contain and address them.
Where a breach is likely to create a risk to people’s rights and freedoms, it must be reported to the ICO without undue delay and, where feasible, within 72 hours. Where the risk is high, affected people must also be informed without undue delay.
24. Complaining about how we use your information
Please contact ANUYU first if you are concerned about:
- how your information has been used;
- who it has been shared with;
- a possible security breach;
- a delay in responding to a request;
- inaccurate information;
- unwanted marketing;
- any other data protection matter.
You can complain by:
Email: hello@anuyuaesthetics.co.uk
Telephone and WhatsApp: 07747 256276
Website:www.anuyuaesthetics.co.uk
Post: ANUYU Aesthetics Ltd, 2 Lawrenny Grove, Ingleby Barwick, Stockton-on-Tees, TS17 5EA
Please provide:
- your name and contact details;
- what you believe has happened;
- the information involved;
- what you would like us to consider;
- any supporting information.
Data protection law now requires organisations to provide a clear way to complain, acknowledge data protection complaints within 30 days, take appropriate steps to investigate without undue delay, keep the person informed and communicate the outcome.
ANUYU will:
- acknowledge your complaint within 30 days;
- investigate appropriately;
- keep you informed where more time is needed;
- provide an outcome without undue delay.
Straightforward concerns may be acknowledged and resolved sooner.
25. Complaining to the Information Commissioner
You also have the right to complain to the Information Commissioner’s Office, the UK regulator for data protection.
We would welcome the opportunity to address the concern first, but you do not lose your right to contact the ICO.
The ICO may normally expect you to have raised the matter with the organisation before it considers the complaint.
Current contact information and complaint options are available through the ICO’s official website.
26. Changes to this notice
We may update this notice where:
- our services change;
- our suppliers or systems change;
- clinic arrangements change;
- professional guidance changes;
- data protection law changes;
- we identify a clearer or safer way to manage information.
The current approved version will be available on our website.
Where a change significantly affects how we use information, we will take reasonable steps to bring it to the attention of affected clients.
27. How to contact us
ANUYU Aesthetics Ltd
Data protection contact: Nicola Walker
Telephone and WhatsApp: 07747 256276
Email: hello@anuyuaesthetics.co.uk
Website:www.anuyuaesthetics.co.uk
Registered office:
2 Lawrenny Grove
Ingleby Barwick
Stockton-on-Tees
TS17 5EA
Main clinic:
Yarm Podiatry and Physiotherapy
89a High Street
Second Floor
Yarm-on-Tees
TS15 9BG
Flexible appointments:
AesthetiChem
80 Norton Road
Stockton-on-Tees
TS18 2DE
The registered office is the company’s legal correspondence address and is not a treatment location.
ANUYU Aesthetics Ltd
Company number: 17209114
Registered in England and Wales
ANUYU Aesthetics Ltd
Clinical Photography, Records and Social Media Policy
Safe. Subtle. Refined.
Policy reference: ANUYU-006
Version: 1.0
Effective from: 12 July 2026
Review date: 12 July 2027
Our approach
Photographs are an important part of providing safe, responsible aesthetic treatment.
At ANUYU, we use photographs for two very different purposes:
- clinical photographs, which support your assessment, treatment and clinical record;
- marketing photographs, which are optional and will only be used with your separate permission.
We will always explain why an image is being taken and how it will be used.
Agreeing to clinical photography does not mean that you have agreed to appear on our website, social media or promotional materials.
This policy applies at both our Yarm and Stockton-on-Tees clinic locations and should be read alongside our Privacy Notice and Data Protection Statement, Client Terms and Conditions and treatment-specific consent information.
1. The difference between clinical and marketing photography
Clinical photographs
Clinical photographs are taken as part of your confidential treatment record.
They may be used to support:
- consultation and suitability assessment;
- treatment planning;
- accurate documentation;
- comparison at review appointments;
- assessment of healing or treatment response;
- investigation of a treatment concern;
- management of a possible side effect or complication;
- communication with another healthcare professional involved in your care;
- insurance, legal or professional requirements where appropriate.
Marketing photographs
Marketing photographs are images that may be used publicly, including on:
- the ANUYU website;
- Facebook;
- Instagram;
- other social-media platforms;
- printed leaflets or posters;
- clinic displays;
- portfolios or educational presentations;
- other promotional materials described in the consent request.
Marketing use is optional and requires separate permission.
2. Clinical photographs are part of our treatment process
ANUYU requires appropriate clinical photographs for injectable treatments.
They help us maintain an accurate record of:
- your appearance before treatment;
- the area assessed;
- the agreed treatment plan;
- your appearance immediately after treatment;
- how treatment settles over time;
- any concern raised following treatment.
Where an adequate clinical record cannot be created without photographs, we may be unable to provide treatment.
This is not because you are required to agree to marketing. It is because the practitioner must be able to assess, document and review your treatment safely.
3. When clinical photographs may be taken
Clinical photographs may be taken:
- during your initial consultation;
- immediately before treatment;
- immediately after treatment;
- during a review appointment;
- when further treatment or an adjustment is considered;
- where you report a concern;
- during the management of a side effect or complication;
- where photographs are needed for an appropriate referral or professional opinion.
We may also ask you to send clear photographs where you contact us remotely about a treatment concern.
Photographs sent through WhatsApp, email or another communication service may be transferred into your secure clinical record where they are relevant to your care.
4. How clinical photographs will be taken
We will aim to take clinical photographs in a consistent and respectful way
This may include asking you to:
- remove makeup from the treatment area;
- move hair away from your face;
- remove glasses, hats or accessories;
- look straight ahead;
- turn to each side;
- relax or make a particular facial expression;
- sit or stand in a consistent position;
- allow appropriate lighting to be used.
Consistent photographs help us make a fair comparison and reduce the risk of changes being caused by lighting, angle, expression or camera distance.
We will only photograph the areas reasonably needed for your assessment and record.
5. Your dignity and comfort
We understand that some people feel uncomfortable being photographed.
We will:
- explain what photographs are needed;
- take them in a private setting;
- avoid unnecessary exposure;
- use respectful positioning;
- give you time to ask questions;
- allow you to see the image where appropriate;
- retake an image where it is not clinically useful.
Please tell us if you feel uncomfortable or need an adjustment.
You may decline a photograph. However, where the practitioner believes the photograph is necessary for a safe and adequate clinical record, treatment may need to be delayed or declined.
6. How clinical photographs are stored
Clinical photographs are stored as part of your confidential clinical record.
They may be held within:
- ANUYU’s clinical-record system;
- a secure device while being transferred to the clinical record;
- secure encrypted or password-protected storage;
- correspondence relating to a clinical concern, complaint or referral.
Images will not be left unnecessarily on personal devices or placed in ordinary public photo libraries where this can reasonably be avoided.
Access is limited to people who need the information for a proper clinical, professional, legal or administrative reason.
An identifiable photograph is personal information. Where it reveals or is linked to treatment or health information, it may also involve special-category personal data requiring additional protection.
7. How long clinical photographs are kept
Clinical photographs will normally be retained with your clinical record for up to 10 years following your last treatment or meaningful clinical contact.
They may be retained for longer where reasonably necessary because of:
- an ongoing treatment concern;
- a complaint or incident;
- safeguarding;
- an insurance requirement;
- legal proceedings;
- the establishment, exercise or defence of legal claims;
- another lawful professional reason.
Clinical photographs cannot always be deleted simply because you later change your mind, where ANUYU still has a lawful clinical, professional, insurance or legal reason to retain them.
Further details are available in our Privacy Notice and Data Protection Statement.
8. Access to and sharing of clinical photographs
Clinical photographs will not normally be shared outside ANUYU unless there is an appropriate reason.
They may be shared where reasonably necessary with:
- the treating or prescribing practitioner;
- another healthcare professional involved in your care;
- a pharmacy or clinical service where relevant;
- ANUYU’s insurer;
- a legal or professional adviser;
- a regulator or public authority;
- emergency or safeguarding services;
- another person where you have authorised the disclosure.
Only the information reasonably needed for the purpose will be shared.
Where possible and appropriate, we will explain the proposed sharing to you.
9. Clinical photographs are not marketing consent
The taking of a clinical photograph does not give ANUYU permission to publish it.
We will not use a clinical image for:
- social media;
- the website;
- advertising;
- posters or leaflets;
- a public portfolio;
- another promotional purpose;
unless separate and appropriate marketing consent has been obtained.
Marketing permission will not be hidden inside general Terms and Conditions or treatment consent.
The ICO says consent requests should be prominent, easy to understand and separate from general terms and conditions.
10. Marketing consent
Where we would like to use your image for marketing, you will be given a separate choice.
The consent information will explain:
- which photographs or video may be used;
- whether your full face or only a treatment area will be shown;
- whether you may be identifiable;
- where the content may be published;
- whether your first name, treatment story or testimonial will be included;
- whether images may be cropped, combined, watermarked or edited;
- whether the content may remain online for an extended period;
- how to withdraw permission for future use.
You may say no without needing to give a reason.
Refusing marketing consent will not affect:
- the quality of your care;
- whether treatment is considered clinically suitable;
- your ability to raise a concern or complaint;
- your access to standard ANUYU services.
11. Model and portfolio appointments
Some model or portfolio appointments may be offered at a reduced price because ANUYU is seeking suitable content for its professional portfolio.
The arrangement will be explained before booking or treatment, including:
- the usual price;
- the model price;
- the type of photographs or content requested;
- where the content may be used;
- any specific appointment requirements.
Treatment remains subject to consultation, suitability and informed consent.
A model appointment does not remove your right to:
- ask questions;
- decline treatment;
- withdraw treatment consent;
- raise a concern;
- withdraw permission for future marketing use.
Where you no longer wish to take part in a model arrangement before treatment, you may ask whether a standard-price appointment is available.
ANUYU will not impose a retrospective financial penalty solely because you later withdraw permission for future marketing use.
12. Editing, cropping and watermarking
Where marketing permission has been given, ANUYU may make reasonable presentational changes such as:
- cropping an image;
- placing images side by side;
- resizing the image;
- adjusting layout;
- obscuring identifying features where agreed;
- adding the ANUYU logo or watermark;
- adding factual labels such as “before” and “after”.
We will not deliberately alter an image in a way that exaggerates, invents or misrepresents the result.
We will not use filters, reshaping tools or digital retouching to create a treatment outcome that was not achieved.
Where images are presented as a comparison, we will aim to use reasonably consistent:
- lighting;
- angle;
- distance;
- expression;
- positioning.
13. Before-and-after images
Before-and-after photographs can create an impression about how well a treatment works.
Where ANUYU uses permitted images for a non-prescription treatment, we will aim to make sure they are:
- genuine;
- representative of the client shown;
- not digitally altered to exaggerate the result;
- presented with appropriate context;
- not used to guarantee another client’s outcome;
- not presented in a misleading or irresponsible way.
Results vary between individuals. An image of one client is not a promise that another person will achieve the same outcome.
14. Prescription-only treatments
ANUYU will not publish before-and-after photographs that directly or indirectly promote the effects of a prescription-only medicine.
We will also not use:
- treatment-result photographs;
- hashtags;
- product or brand names;
- promotional captions;
- discounts or special offers;
- testimonials;
- wording that implies guaranteed access to treatment;
where the overall effect would advertise a prescription-only medicine to the public.
Prescription-only medicines cannot be advertised to the public, and ASA guidance states that before-and-after photographs are likely to be treated as prohibited efficacy claims for these treatments.
This restriction applies even where:
- the client has agreed to publication;
- the client has posted the image first;
- the product name is not shown;
- a nickname or indirect phrase is used;
- the post is unpaid;
- the content appears on ANUYU’s own social-media account.
Client consent does not override advertising law or professional requirements.
15. Client posts, tags and user-generated content
We appreciate clients who choose to share their experience or tag ANUYU.
However, tagging ANUYU or sending us an image does not automatically give us permission to reuse it for marketing.
Before resharing client content, we will consider:
- whether the client has clearly agreed;
- whether another person appears in the content;
- whether confidential information is visible;
- whether the content relates to a prescription-only treatment;
- whether resharing would be misleading or inappropriate;
- whether the content complies with advertising and professional requirements.
Where permission is needed, we will ask before resharing.
We may decline to share content even where a client has invited us to do so.
16. Reviews and testimonials
Clients are welcome to leave honest reviews.
ANUYU will not ask clients to make claims that are untrue or misleading.
Where a review, testimonial or endorsement is used in marketing, we may:
- correct obvious spelling errors without changing the meaning;
- shorten it while keeping the meaning accurate;
- remove confidential or identifying details;
- ask for permission before using a name, image or treatment story.
We will not publish a testimonial where doing so would unlawfully advertise a prescription-only medicine.
Where a person has received a free, discounted or gifted service in connection with creating promotional content, that relationship must be made clear.
17. Social-media conduct
ANUYU will use social media professionally and responsibly.
We will not knowingly:
- publish a client’s image without appropriate permission;
- reveal confidential clinical information;
- discuss a client’s treatment publicly without authority;
- identify a client through comments or background details;
- pressure a client into giving marketing consent;
- use a client’s distress or complication as promotional content;
- post content that mocks, judges or humiliates a client;
- encourage unrealistic expectations;
- suggest that cosmetic treatment is risk-free;
- target inappropriate or vulnerable audiences.
The NMC’s social-media guidance requires registrants to use digital communication responsibly and identifies posting images of people receiving care without consent as inappropriate.
18. Responding to public comments
Where a client posts publicly about ANUYU, we will protect confidentiality.
We may respond in general terms, for example by inviting the client to contact us privately.
We will not normally confirm:
- whether someone is a client;
- what treatment they received;
- their medical information;
- details of a complaint;
- information from their clinical record.
Even where a client has shared some information publicly, this does not automatically allow ANUYU to disclose additional confidential details.
Where a public comment raises an urgent clinical concern, we will encourage the person to contact us privately and obtain emergency care where appropriate.
19. Withdrawing marketing consent
You may withdraw permission for future marketing use at any time by contacting us.
Telephone and WhatsApp: 07747 256276
Email: hello@anuyuaesthetics.co.uk
Please tell us which image, video or content you are referring to where possible.
Once we receive your request, we will:
- stop new marketing use;
- remove the content from future scheduled posts;
- take reasonable steps to remove it from platforms and materials under our direct control;
- record that permission has been withdrawn.
Withdrawing consent does not affect the lawfulness of use that took place before withdrawal.
20. Limits to removing published content
We will take reasonable steps to remove marketing content under our control after consent is withdrawn.
However, it may not always be possible to:
- retrieve printed materials already distributed;
- remove screenshots taken by another person;
- remove content copied or shared by third parties;
- recall a publication that has already been issued;
- remove cached or archived versions immediately;
- control material that a client published themselves.
We will not continue creating or authorising new marketing use after consent has been withdrawn.
21. Accessing your clinical photographs
You may request access to your personal information, including clinical photographs, by contacting ANUYU.
You do not need to give a special reason or use formal legal wording.
We may need to:
- verify your identity;
- clarify which records you require;
- protect another person’s information;
- apply a lawful exemption where appropriate.
Requests will normally be handled under the subject-access arrangements set out in our Privacy Notice and Data Protection Statement.
22. Correcting or deleting images
Please contact us if you believe that:
- an image is linked to the wrong record;
- the date or description is inaccurate;
- marketing permission has been recorded incorrectly;
- an image has been published without your permission;
- an image has been used outside the agreed purpose.
We will investigate and correct inaccurate information where appropriate.
Where an image forms part of an accurate clinical record, we may need to preserve the original image even if an explanatory note or corrected information is added.
The right to erasure is not absolute and may not apply where ANUYU still has a lawful reason to retain a clinical record.
23. Reporting a concern
Please contact us if you are concerned about:
- a photograph being taken;
- how an image has been stored;
- who has seen an image;
- an image appearing online;
- marketing permission;
- withdrawal of consent;
- confidentiality;
- social-media content;
- any other use of your photographs or information.
We will review the concern fairly and take appropriate action.
You may also raise the matter through our Complaints, Treatment Concerns and Refunds Policy or our data-protection complaints process.
24. How to contact us
ANUYU Aesthetics Ltd
Data protection contact: Nicola Walker
Telephone and WhatsApp: 07747 256276
Email: hello@anuyuaesthetics.co.uk
Website:www.anuyuaesthetics.co.uk
Registered office:
2 Lawrenny Grove
Ingleby Barwick
Stockton-on-Tees
TS17 5EA
Main clinic:
Yarm Podiatry and Physiotherapy
89a High Street
Second Floor
Yarm-on-Tees
TS15 9BG
Flexible appointments:
AesthetiChem
80 Norton Road
Stockton-on-Tees
TS18 2DE
The registered office is ANUYU’s legal correspondence address and is not a treatment location.
25. Changes to this policy
ANUYU may update this policy where our services, systems, professional guidance, advertising requirements or legal responsibilities change.
The current approved version will be available through the ANUYU website.
We will not use a later change to give ourselves permission for marketing use that was not previously agreed.
ANUYU Aesthetics Ltd
Company number: 17209114
Registered in England and Wales
Registered office: 2 Lawrenny Grove, Ingleby Barwick, Stockton-on-Tees, TS17 5EA
ANUYU Aesthetics Ltd
Urgent Treatment Concerns and Emergency Information
Safe. Subtle. Refined.
Client guide reference: ANUYU-007A
Version: 1.0
Effective from: 12 July 2026
Review date: 12 July 2027
Our approach
Most clients recover normally following aesthetic treatment, but we want you to know exactly what to do if something does not feel right.
Some concerns simply need reassurance or aftercare advice. Others need prompt clinical assessment, and a small number may require emergency medical help.
Please never worry that you are bothering us. We would rather you contact us early so that we can understand what is happening and guide you safely.
This guide should be read alongside your treatment-specific aftercare information and our Complaints, Treatment Concerns and Refunds Policy.
1. Contacting ANUYU after treatment
For a concern following treatment, contact:
Telephone and WhatsApp: 07747 256276
Email: hello@anuyuaesthetics.co.uk
For anything urgent, please telephone or send a WhatsApp message rather than relying on email.
When contacting us, please provide:
- your full name;
- the treatment received;
- the treatment date;
- which clinic you attended;
- when the symptoms began;
- a clear description of what is happening;
- whether the symptoms are improving, stable or worsening;
- clear photographs where requested;
- a telephone number on which you can be reached.
Please keep your telephone nearby in case we need to call you.
2. ANUYU is not an emergency service
The ANUYU telephone number is not monitored continuously and does not replace NHS emergency care.
Do not wait for ANUYU to respond where:
- symptoms are severe;
- symptoms are rapidly worsening;
- you are struggling to breathe or swallow;
- you suddenly lose or experience a significant change in vision;
- you collapse, become confused or lose consciousness;
- you believe there is an immediate risk to life.
Call 999 immediately in a life-threatening emergency.
Where you need urgent medical advice but are unsure whether 999 is required, contact NHS 111. NHS guidance confirms that 111 can assess symptoms and advise what action to take.
3. Call 999 immediately
Call 999 without waiting for ANUYU if you experience:
- difficulty breathing;
- choking, gasping or severe wheezing;
- sudden swelling of your lips, mouth, tongue or throat;
- tightness in your throat;
- difficulty swallowing;
- blue, grey or unusually pale lips or skin;
- collapse or loss of consciousness;
- sudden confusion, severe drowsiness, dizziness or fainting;
- sudden loss of vision;
- sudden severe eye pain;
- sudden facial weakness, arm weakness or slurred speech;
- another severe or rapidly worsening medical emergency.
Sudden swelling affecting the mouth, tongue or throat, breathing difficulty, swallowing difficulty, collapse or confusion can be signs of anaphylaxis and require immediate emergency help.
The NHS also advises going to A&E or calling 999 for sudden loss of vision or sudden severe eye pain.
4. Sudden vision symptoms following filler
Sudden visual symptoms following dermal filler treatment are an emergency.
Call 999 immediately if you experience:
- loss of vision in one or both eyes;
- blurred or double vision that begins suddenly;
- a dark area, curtain or unusual gap in your vision;
- sudden severe eye pain;
- difficulty moving an eye;
- drooping of the eyelid alongside visual symptoms;
- severe headache with visual or neurological symptoms.
Tell the emergency call handler:
- that you have recently received facial dermal filler;
- when and where the filler was placed;
- when the visual symptoms began.
Contact ANUYU as soon as it is safe to do so, but do not delay emergency help while waiting for us to answer.
Sudden visual loss, blurred vision and double vision can also be symptoms of a stroke or transient ischaemic attack and require urgent emergency assessment.
5. Urgent warning signs following dermal filler
Contact ANUYU immediately if you notice:
- severe pain or pain that is becoming worse;
- pain that appears out of proportion to the treatment;
- an area of skin becoming unusually white or pale;
- a blotchy, marbled or net-like pattern on the skin;
- dusky, grey, blue or purple discolouration;
- skin that feels unusually cold;
- slow return of normal colour after pressing the skin;
- rapidly changing skin colour;
- blisters or areas that appear to be breaking down;
- unusual symptoms extending beyond the treatment area.
These symptoms can indicate reduced blood flow and need urgent clinical assessment. Recognised warning signs of filler-related vascular occlusion include disproportionate pain, blanching, mottled or livedoid colour changes and progressive discolouration.
If you cannot reach ANUYU promptly:
- contact NHS 111;
- attend an appropriate urgent-care or emergency service;
- call 999 where symptoms are severe, rapidly worsening or involve vision or neurological changes.
Do not wait until the following day to report possible reduced blood flow.
Do not repeatedly massage, press or attempt to treat the area yourself unless a healthcare professional has specifically instructed you to do so.
6. Concerns following botulinum-toxin treatment
Seek urgent medical help if you experience:
- difficulty swallowing;
- difficulty breathing;
- slurred or changed speech;
- significant weakness away from the treated area;
- difficulty holding your head up;
- rapidly worsening muscle weakness;
- another unusual neurological symptom.
Call 999 where symptoms affect breathing or swallowing, begin suddenly, are severe or are rapidly worsening.
Rare but serious symptoms associated with botulinum toxin may include swallowing difficulties, slurred speech and breathing problems. The MHRA has advised that symptoms linked to serious botulism-type reactions can appear up to four weeks after a cosmetic procedure.
For less severe concerns such as an unexpected eyelid or eyebrow position, facial asymmetry or an effect that feels unusual but is not worsening rapidly, contact ANUYU for clinical advice.
7. Possible allergic reaction
Call 999 immediately where you experience:
- sudden swelling of the tongue, mouth or throat;
- difficulty breathing;
- wheezing or a choking sensation;
- difficulty swallowing;
- a hoarse or suddenly changed voice;
- severe dizziness or faintness;
- confusion;
- collapse or loss of consciousness.
A rash, itching or localised swelling without breathing or swallowing problems should still be reported promptly so that appropriate advice can be provided.
If symptoms begin while you are still in the clinic, tell the practitioner immediately.
8. Possible infection
Contact ANUYU on the same day if the treatment area becomes:
- increasingly red;
- increasingly painful or tender;
- hot to touch;
- more swollen rather than settling;
- hard or increasingly inflamed;
- affected by yellow or green discharge;
- blistered or broken.
You should also seek advice if you:
- develop a temperature;
- feel shivery or generally unwell;
- notice redness spreading away from the treatment area.
Painful, hot and swollen skin can require urgent medical assessment, and NHS guidance advises contacting NHS 111 for possible cellulitis.
Call 999 or attend A&E if signs of infection are accompanied by:
- a very high temperature;
- very fast breathing or heartbeat;
- purple patches;
- dizziness or fainting;
- confusion;
- cold or clammy skin;
- unresponsiveness or loss of consciousness.
These may be signs of a serious complication.
9. Swelling, bruising and tenderness
Some swelling, tenderness and bruising can be expected following injectable treatment.
Your treatment-specific aftercare will explain what is commonly expected and how long it may take to settle.
Please contact us where:
- swelling is severe or continues to increase;
- pain is significant or becoming worse;
- symptoms are very different on one side;
- the skin changes colour;
- swelling affects your eye, mouth, swallowing or breathing;
- you feel generally unwell;
- you are unsure whether what you are experiencing is normal.
Photographs can help us assess a concern, but they do not always replace an in-person examination.
10. Cold sores and skin reactions
Please contact us if you develop:
- tingling, burning or blisters suggestive of a cold sore;
- an unusual rash;
- persistent itching;
- widespread redness;
- new lumps that are painful, hot or inflamed;
- delayed swelling after the initial treatment period.
We may advise you to speak with your GP, pharmacist or another healthcare professional depending on the symptoms.
Do not pick, squeeze or attempt to drain a lump or blister.
11. When NHS 111 may be appropriate
Contact NHS 111 where:
- you need urgent medical advice but the situation does not appear immediately life-threatening;
- ANUYU cannot be reached promptly;
- painful, hot or swollen skin suggests a possible infection;
- symptoms are worsening and you are unsure where to seek help;
- you need help deciding whether to attend urgent care or A&E.
NHS 111 can assess your symptoms and direct you to the most appropriate service.
Where there is any immediate threat to life, breathing or vision, call 999, not 111.
12. Attending another healthcare service
Where you attend NHS 111, urgent care, your GP, a dentist, an optician or an emergency department, tell them:
- which treatment you received;
- the date and approximate time;
- the area treated;
- the product used, where known;
- the name of the practitioner and clinic;
- when your symptoms began;
- any action or medication already provided.
Where available, take your aftercare information with you.
Tell ANUYU about any assessment or treatment you receive elsewhere, as this may be important to your ongoing care.
You remain free to seek an independent medical opinion at any time.
13. Clinical review by ANUYU
Where appropriate, ANUYU may arrange:
- a telephone assessment;
- review of photographs;
- an urgent in-person assessment;
- a routine review appointment;
- referral to another healthcare professional;
- advice to contact NHS 111 or emergency services.
The initial clinical assessment of a concern connected with treatment provided by ANUYU will not normally carry an additional consultation fee.
Any further elective treatment or correction will only be offered where it is clinically appropriate and safe. Any potential charge will be explained before you decide whether to proceed.
14. Elective dissolving and emergency treatment
Elective filler dissolving is different from emergency management of a suspected complication.
Elective dissolving:
- requires consultation and assessment;
- may require a separate patch test at least 48 hours beforehand;
- has its own risks and consent requirements;
- may carry a separate charge.
Where a time-critical filler complication is suspected, emergency assessment and treatment will not be delayed solely to complete routine elective patch testing.
Payment or responsibility will never be discussed in a way that delays necessary emergency action.
15. Do not rely on social media
Please do not use:
- Facebook comments;
- Instagram comments;
- public posts;
- messages to personal social-media accounts;
to report an urgent clinical concern.
These channels may not be checked promptly and are not suitable for confidential clinical information.
Use the official telephone and WhatsApp number:
07747 256276
Where symptoms are severe or life-threatening, call 999.
16. Confidentiality
Information provided when you report a concern will be added to your confidential clinical record where relevant.
This may include:
- messages;
- photographs;
- telephone notes;
- advice given;
- review findings;
- referrals;
- emergency action taken;
- information supplied by another healthcare professional.
Information will only be shared where there is an appropriate clinical, legal, safeguarding, insurance or emergency reason.
Further information is available in our Privacy Notice and Data Protection Statement.
17. Raising a complaint
Reporting a treatment concern does not automatically mean you are making a formal complaint.
Our priority will be to assess your safety and provide appropriate clinical advice.
Where you are unhappy with:
- the treatment;
- the outcome;
- the communication received;
- the handling of your concern;
- another aspect of the service,
you may also use our Complaints, Treatment Concerns and Refunds Policy.
Making a complaint will not affect your right to appropriate aftercare or emergency support.
18. Save these details
Urgent ANUYU clinical contact
Telephone and WhatsApp: 07747 256276
Emergency medical help
Call 999
Urgent NHS advice where the situation is not immediately life-threatening
Call 111
Email for routine matters
hello@anuyuaesthetics.co.uk
19. Clinic details
Main clinic – Yarm
Yarm Podiatry and Physiotherapy
89a High Street
Second Floor
Yarm-on-Tees
TS15 9BG
Flexible appointments – Stockton-on-Tees
AesthetiChem
80 Norton Road
Stockton-on-Tees
TS18 2DE
The host clinics may not have access to your ANUYU clinical record and should not be relied upon to provide ANUYU treatment advice unless this has been specifically arranged.
20. Changes to this guide
ANUYU may update this information where treatments, professional guidance, emergency pathways or contact arrangements change.
The current approved version will be available through the ANUYU website and treatment aftercare system.
Treatment-specific aftercare instructions may contain additional information relevant to your individual procedure and should also be followed.
ANUYU Aesthetics Ltd
Company number: 17209114
Registered in England and Wales
Registered office: 2 Lawrenny Grove, Ingleby Barwick, Stockton-on-Tees, TS17 5EA
Telephone and clinical contact: 07747 256276
Email: hello@anuyuaesthetics.co.uk
ANUYU Aesthetics Ltd
Website Cookies Policy
Safe. Subtle. Refined.
Policy reference: ANUYU-009
Version: 1.0
Effective from: 12 July 2026
Review date: 12 July 2027
Our approach
We want our website to be easy to use and clear about how it works.
Like most websites, the ANUYU website uses small pieces of information called cookies. Some help the website work properly, while others help us understand how people use the website or support features provided by other services.
This policy explains:
- what cookies are;
- which types of cookies we may use;
- why we use them;
- when we need your permission;
- how you can accept, reject or change your choices.
We will not try to hide optional tracking inside our general Terms and Conditions.
This policy should be read alongside our Privacy Notice and Data Protection Statement.
1. Who is responsible for the website?
The ANUYU website is operated by:
ANUYU Aesthetics Ltd
Company number: 17209114
Registered in England and Wales
Website:www.anuyuaesthetics.co.uk
Email: hello@anuyuaesthetics.co.uk
Telephone and WhatsApp: 07747 256276
Registered office:
2 Lawrenny Grove
Ingleby Barwick
Stockton-on-Tees
TS17 5EA
ANUYU Aesthetics Ltd is responsible for deciding how cookies and similar technologies are used on its website.
The website is currently built and hosted using Squarespace.
2. What are cookies?
Cookies are small text files or pieces of information stored on your computer, telephone, tablet or other device when you visit a website.
Cookies can help a website:
- load and operate correctly;
- remember choices you have made;
- keep information secure;
- understand how visitors use the site;
- improve how pages perform;
- provide embedded services or content;
- support advertising where this has been enabled.
Similar technologies may also be used, including pixels, tags, scripts, local storage and software development tools.
Data protection and electronic-communications rules apply to technologies that store information on, or access information from, a person’s device. The rules are therefore wider than traditional browser cookies.
For simplicity, this policy refers to all of these technologies as cookies.
3. First-party and third-party cookies
Cookies can be set by ANUYU’s website or by another organisation.
First-party cookies
First-party cookies are placed directly by the website you are visiting.
On the ANUYU website, these may include cookies used by Squarespace to:
- operate the website;
- maintain security;
- remember cookie choices;
- support website forms;
- understand website performance where permitted.
Third-party cookies
Third-party cookies are placed by another organisation whose service or content appears on the website.
These could include services connected with:
- website analytics;
- online maps;
- embedded videos;
- social-media content;
- booking systems;
- payment services;
- contact forms;
- external fonts or website tools.
Third-party organisations may use information according to their own privacy and cookie notices.
We take reasonable steps to understand which third-party services are connected to our website, but those providers remain responsible for the cookies and information they use for their own purposes.
4. Session and persistent cookies
Some cookies last only while your browser is open. These are known as session cookies and are normally removed when you close the browser.
Other cookies remain on your device for a set period or until you remove them. These are known as persistent cookies.
Persistent cookies may be used to:
- remember your preferences;
- remember your cookie choice;
- recognise a returning device;
- support website analytics;
- avoid repeatedly showing the same message.
The length of time a cookie remains will depend on its purpose and provider.
5. The categories of cookies we may use
The ANUYU website may use the following categories.
Necessary cookies
Necessary cookies support the basic operation, security and delivery of the website.
They may be needed to:
- load pages correctly;
- protect the website against misuse;
- support secure forms;
- maintain a website session;
- remember your cookie preference;
- provide a feature you have specifically requested.
Necessary cookies cannot always be switched off through our cookie controls because the website may not operate properly without them.
The law allows some cookies to be used without consent where they are genuinely necessary to provide a service requested by the user or meet another legal exception. Cookies used only to remember a person’s cookie choices may also qualify for an exception where the required conditions are met.
Functional and preference cookies
Functional cookies help the website remember choices and provide additional features.
These may include:
- language or display preferences;
- accessibility choices;
- remembered form settings;
- embedded features requested by you;
- content presentation preferences.
Some functional cookies may require your permission. Limited uses may fall within a legal exception where they are used only to provide or improve a function you have requested and where the applicable conditions are met. The Data (Use and Access) Act 2025 introduced additional limited exceptions for certain functionality and statistical purposes.
Analytics and performance cookies
Analytics cookies help us understand how people use the website.
They may tell us:
- how many people visit;
- which pages are viewed;
- how visitors reached the site;
- how long people spend on pages;
- whether links or forms work;
- which devices or browsers are commonly used;
- whether the website experiences technical problems.
This information can help us improve the website and make information easier to find.
Squarespace can use cookies to connect visits and estimate unique website visitors. Restricting analytics cookies may reduce the accuracy of website statistics.
Where consent is legally required, analytics cookies will not be activated before you make a positive choice.
Where ANUYU relies on a legal exception for limited statistical cookies, we will still provide clear information and any straightforward method of objecting required by law.
Marketing and advertising cookies
Marketing cookies may be used to:
- measure advertising performance;
- understand whether an advert led someone to visit the website;
- create or refine advertising audiences;
- show more relevant advertising;
- track activity across different websites or services.
ANUYU will not place marketing or personalised advertising cookies without consent where consent is legally required.
Advertising cookies are not treated as strictly necessary simply because advertising supports a business.
Where ANUYU does not use marketing or advertising cookies, this category may not appear in the website’s cookie controls.
Embedded-content cookies
Some pages may contain content supplied by another service, such as:
- a map;
- a video;
- a social-media post;
- an external booking feature;
- a review platform;
- a contact or payment tool.
Opening or interacting with this content may allow the third-party provider to set cookies or collect information about your device and activity.
Where possible, we will configure embedded content in a privacy-friendly way and avoid optional cookies loading before the appropriate choice has been made.
The ICO recommends that embedded content should not automatically place tracking cookies merely because someone opens a page and that visitors should be told what may happen when they choose to use the content.
6. Our Squarespace website
Squarespace provides the platform used to build and host the ANUYU website.
Squarespace may place necessary cookies so that the website can:
- operate securely;
- display correctly;
- manage sessions;
- process forms or user requests;
- remember cookie choices.
Depending on the website settings and services enabled, Squarespace may also place non-essential analytics or performance cookies.
Squarespace provides controls that can restrict some non-essential cookies until a visitor accepts them. However, Squarespace explains that its banner may not automatically block every cookie placed through custom code or every third-party integration.
ANUYU will therefore review third-party features and integrations rather than relying solely on the presence of the Squarespace banner.
7. Our cookie banner
When you first visit the website, you may see a cookie banner.
Depending on the cookies in use, the banner may allow you to:
- accept all cookies;
- reject non-essential cookies;
- manage individual cookie categories;
- read this Cookies Policy;
- return later and change your choices.
Where consent is required:
- non-essential cookies will be restricted before consent where technically possible;
- continuing to browse will not by itself be treated as consent;
- consent must involve a clear positive choice;
- rejecting optional cookies should be as straightforward as accepting them;
- you can change your mind later.
The ICO requires clear and comprehensive information and prior consent where no legal exception applies. Squarespace can provide Accept, Decline all and Manage cookies controls and can restrict some non-essential cookies until a visitor makes a choice.
8. Necessary cookies and consent
We do not ask for permission to use a cookie where:
- it is strictly necessary to provide a website feature or service you have requested; or
- another lawful exception applies.
We will still provide information about those cookies.
A cookie will not be described as necessary simply because it is convenient for ANUYU or helps us understand marketing performance.
Where a cookie is used for more than one purpose, we will consider each purpose separately. A necessary function does not automatically make an unrelated analytics or marketing purpose necessary.
9. How to change your choices
You can change your cookie preferences by using the Manage Cookies or cookie-preferences option displayed on the website.
You can normally:
- allow or reject optional categories;
- withdraw a previous choice;
- review the types of cookies being used.
Withdrawing consent will not make earlier use unlawful where valid consent had previously been provided.
Changing your preference may not remove information that has already been lawfully collected, but it should prevent new optional cookies being used where the setting applies.
10. Browser controls
Most browsers allow you to view, block or delete cookies through their settings.
You may be able to:
- delete all cookies;
- block cookies from a particular website;
- block third-party cookies;
- block all cookies;
- receive a warning before a cookie is stored;
- use private or incognito browsing.
Blocking every cookie may affect the way the ANUYU website or other websites function.
Browser controls do not always replace the need to use the website’s own consent controls, particularly where information has already been stored or another device or browser is used.
11. Booking and external websites
The ANUYU website may include links to external services used for:
- appointment booking;
- clinical records;
- consent forms;
- payment;
- reviews;
- maps;
- social media;
- communication.
When you follow a link to another website or service, that provider may use its own cookies.
The external provider’s privacy notice and cookie information will apply while you use its service.
ANUYU is not responsible for the cookie settings of a separate website, although we take reasonable care when selecting services used in connection with our business.
12. Forms and enquiries
Where you submit information through a website form, necessary cookies or similar technologies may be used to:
- deliver the form;
- prevent spam or fraud;
- maintain security;
- confirm that the form has been submitted;
- prevent information being lost during the process.
Information entered into a form is personal information and will be handled in accordance with our Privacy Notice and Data Protection Statement.
Submitting a treatment enquiry does not automatically mean that you have agreed to receive marketing.
13. Social-media links and content
Our website may include links to ANUYU’s social-media pages.
A simple link will not necessarily place a social-media cookie, but the platform may collect information when you follow the link and use its website or application.
Where social-media content is embedded directly into the ANUYU website, the platform may be able to place cookies or receive information about your visit.
We will consider whether embedded content should be restricted until you make an appropriate choice.
The privacy and cookie policies of the relevant social-media platform will apply once you use that service.
14. Website analytics
ANUYU may use Squarespace Analytics or another approved analytics service to understand website use and performance.
Where analytics involves personal information, we will identify an appropriate lawful basis under data protection law.
Where consent is required under electronic-communications rules, the analytics technology will be activated only after valid consent where technically possible.
Analytics information may include:
- an internet address;
- device or browser information;
- referral information;
- pages viewed;
- approximate location;
- time and date of visits;
- interactions with forms or buttons.
We do not use website analytics to make decisions about whether a person is clinically suitable for treatment.
15. Advertising tools
ANUYU may decide to use online advertising services in the future.
Before adding an advertising pixel, tag or similar technology, we will consider:
- what information it collects;
- whether it tracks people across websites;
- whether it creates an advertising profile;
- whether consent is required;
- whether the cookie banner can properly control it;
- whether our policies need updating;
- whether the use is fair and proportionate.
We will not assume that adding an advertising tool to Squarespace automatically makes it legally compliant.
If marketing cookies are introduced, this policy and the website’s cookie controls will be updated.
16. A current list of cookies
The exact cookies used may vary depending on:
- Squarespace updates;
- website features enabled;
- embedded content;
- booking or payment integrations;
- analytics settings;
- the device and browser used;
- the choices you make.
A current cookie inventory should identify, where applicable.
- the cookie name;
- the organisation placing it;
- its purpose;
- whether it is necessary or optional;
- how long it remains;
- whether information is transferred outside the United Kingdom.
ANUYU will review the website periodically and after significant changes to its website or connected services.
Where the Squarespace cookie controls provide a current list or category information, this will form part of the information available to website visitors.
17. International processing
Some website, analytics, social-media or technology providers may process information outside the United Kingdom.
Where personal information is transferred internationally, we will take reasonable steps to ensure that an appropriate legal transfer mechanism or safeguard is in place.
More information about international transfers is available in our Privacy Notice and Data Protection Statement.
18. How long cookie information is kept
Different cookies remain for different periods.
A cookie may:
- expire when you close your browser;
- remain for a few minutes or hours;
- remain for several days or months;
- remain for a longer period to recognise a returning device or remember a preference.
Cookies should not remain for longer than is reasonably necessary for their purpose.
The duration of a cookie is set by ANUYU, Squarespace or the relevant third-party provider, depending on who controls it.
You can remove cookies earlier using your browser or device settings.
19. Children
ANUYU’s cosmetic injectable treatments are only available to clients aged 18 or over.
The website is not designed to market injectable treatments to children.
We will take reasonable care not to use cookies or advertising tools to deliberately target children with cosmetic injectable treatment advertising.
20. Your data protection rights
Where information collected through cookies identifies you or can reasonably be linked to you, data protection rights may apply.
Depending on the circumstances, these may include the right to:
- be informed;
- request access;
- ask for inaccurate information to be corrected;
- object to certain processing;
- request restriction;
- request deletion where applicable;
- withdraw consent;
- complain about the use of your information.
Not every right applies in every situation.
Further information is available in our Privacy Notice and Data Protection Statement.
21. Concerns or complaints
Please contact us if you have a concern about:
- cookies used by the website;
- whether a choice has been respected;
- optional cookies appearing before consent;
- withdrawing consent;
- website tracking;
- a third-party feature;
- how information has been used.
Contact:
Email: hello@anuyuaesthetics.co.uk
Telephone and WhatsApp: 07747 256276
Please explain:
- what happened;
- which device and browser you were using;
- the date and approximate time;
- the page or feature involved;
- any screenshots or cookie details available.
We will review the concern and take appropriate steps.
You may also raise a data protection concern with the Information Commissioner’s Office.
22. Changes to this policy
We may update this policy where:
- website features change;
- Squarespace changes its services;
- a new integration is added;
- analytics or advertising tools change;
- cookie rules or regulatory guidance change;
- we identify a clearer or safer approach.
The current approved version will be available on the ANUYU website.
Where a significant change affects consent choices, visitors may be asked to choose their preferences again.
23. How to contact us
ANUYU Aesthetics Ltd
Data protection contact: Nicola Walker
Telephone and WhatsApp: 07747 256276
Email: hello@anuyuaesthetics.co.uk
Website:www.anuyuaesthetics.co.uk
Registered office:
2 Lawrenny Grove
Ingleby Barwick
Stockton-on-Tees
TS17 5EA
The registered office is the company’s legal correspondence address and is not a treatment location.
ANUYU Aesthetics Ltd
Company number: 17209114
Registered in England and Wales