Terms & Policies

Privacy Policy

Effective Date: May 31, 2025

This Privacy Policy outlines how Serenity Laser Medical Centre (“we,” “us,” or “our”), a home-based skincare service centre located in London, Ontario, Canada, collects, uses, stores, protects, and discloses the personal information of our clients. Your privacy is paramount, and we are committed to upholding the highest standards of confidentiality and data protection in compliance with applicable Canadian privacy laws.

1. Introduction / Commitment to Privacy & Confidentiality

At Serenity Laser Medical Centre, we understand and deeply respect the confidential nature of all information you share with us, whether directly stated or inadvertently acquired during the provision of our services. Your trust is essential, and we are committed to ensuring the privacy and security of your personal and health information. This policy applies to all services offered, including Reflexology, Laser Hair Removal, Skin Rejuvenation (Photo Facial), Face Contouring, Body Contouring, and Hydrabrasion.

2. What Information We Collect

We collect various types of information necessary to provide our services, ensure client safety, and manage our business operations. This may include:

  • Personal Identification Information: Name, address, phone number, email address, date of birth.
  • Health Information: Relevant medical history (e.g., skin conditions, allergies, medications, past procedures, pregnancy status), consultation notes, treatment records, and progress photos (taken only with explicit consent).
  • Payment Information: Billing address and payment details. Please note that sensitive payment information (e.g., credit card numbers) is typically processed securely by third-party payment processors, and we do not store this data directly on our systems.
  • Appointment Details: Dates, times, and records of services received.
  • Communication Data: Records of our communications, including emails, text messages, and phone calls.
  • Technical Data from Devices: In limited cases, technical or diagnostic data related to the performance and maintenance of our Sharplight Technologies devices may be collected internally for optimization and troubleshooting purposes. This data generally does not include personally identifiable client information.

3. How We Collect Your Information

We collect information through various methods, primarily directly from you:

  • During consultations, intake forms, and client history questionnaires.
  • Through our online booking system or direct communication (phone, email, text).
  • During your receipt of our services.
  • Through observation and assessment during treatments.

4. How We Use Your Information

Your information is collected and used solely for the following purposes:

  • To provide and manage your requested services (e.g., scheduling appointments, tailoring treatments).
  • To ensure client safety and suitability for specific treatments, identifying any contraindications.
  • To maintain accurate and detailed client records for continuity of care.
  • To process payments for services rendered.
  • To communicate with you regarding appointments, service updates, and (with your explicit consent) promotional offers.
  • For internal record-keeping, business administration, and service improvement.
  • For legal and regulatory compliance, including maintaining records as required by health and professional standards.

5. Limits of Disclosure / Confidentiality Exceptions

All confidential information disclosed to us or coming to our knowledge will not be divulged to third parties, unless it is strictly required in the performance of our normal duties related to providing your services.

Exceptions to Confidentiality:

  • Duty to Warn: In the event of certain circumstances whereby a client indicates an intent to cause physical harm to themselves or others, or if there is imminent danger of harm from another individual, Serenity Laser Medical Centre may be obligated to notify the proper authorities. In such cases, our duty to protect individuals overrides strict confidentiality, and relevant information will be disclosed to ensure safety.
  • Legal Requirements: When required by law, such as in response to a subpoena, court order, or other legal process.
  • Emergency Situations: To protect the vital interests of the client or another person in an emergency.
  • No Public Disclosure: We pledge that no personal information that would specifically identify a client or their family member will be disclosed in any public forum, production, publication, media event, lecture, or workshop without your explicit, written consent.

6. How We Store and Protect Your Information

We are committed to securing your personal information and have implemented robust physical, electronic, and procedural safeguards:

  • Physical Security: Hard copy records are stored in locked cabinets within a secure environment with limited access.
  • Digital Security: Electronic records are protected using password-protected systems, encryption where feasible, secure cloud storage (if applicable), and regular data backups to prevent loss.
  • Restricted Access: Access to client information is restricted to authorized personnel only, who are trained in privacy protection.
  • We exercise all reasonable care and caution in protecting all client information from unauthorized access, casual observation, perusal, or any form of abuse.

We retain client information for as long as necessary to fulfill the purposes for which it was collected, to provide ongoing services, and to comply with legal and regulatory retention periods in Ontario, Canada.

7. Sharing Your Information

We generally do not sell, rent, or trade your personal information to third parties for marketing purposes. Your information may be shared in limited circumstances:

  • Third-Party Service Providers: We may use third-party platforms for online booking, payment processing, or client management (e.g., Jane App, Square, etc.). These providers are carefully selected and are contractually bound to protect your information and use it only for the purposes for which it was provided. We encourage you to review their respective privacy policies.
  • Sharplight Technologies: We utilize advanced laser and aesthetic devices from Sharplight Technologies. While client personal health information is primarily stored and managed directly by Serenity Laser Medical Centre, certain operational or diagnostic data related to the performance and maintenance of the Sharplight devices may be shared with Sharplight Technologies for the purposes of technical support, troubleshooting, and device optimization. This data typically does not include personally identifiable client information, but rather technical metrics related to device usage. We ensure that any such sharing adheres to strict data protection standards and is in compliance with Canadian privacy laws.
  • Legal & Emergency Situations: As outlined in Section 5 (“Limits of Disclosure”).

8. Your Privacy Rights

Under Canadian privacy laws, you have certain rights regarding your personal information:

  • Right to Access: You have the right to request access to the personal information we hold about you.
  • Right to Correction: You have the right to request correction of inaccurate or incomplete personal information.
  • Right to Withdraw Consent: You may withdraw your consent for certain uses or disclosures of your personal information, subject to legal or contractual restrictions and reasonable notice. This may affect our ability to provide certain services.
  • Right to Lodge a Complaint: If you have concerns about our privacy practices, you may contact us directly. If your concerns are not resolved, you have the right to contact the Office of the Privacy Commissioner of Canada or the Information and Privacy Commissioner of Ontario.

9. Changes to This Privacy Policy

We may update this Privacy Policy periodically to reflect changes in our practices or legal requirements. We will notify you of any significant changes by posting the updated policy on our website (if applicable), or by other reasonable means, such as email notification.

10. Contact Information If you have any questions, concerns, or requests regarding this Privacy Policy or our privacy practices, please contact us at:

Serenity Laser Medical Centre London, Ontario, Canada

11. Protection of Confidentiality

At Serenity Laser Medical Centre, we uphold the strictest standards of confidentiality. By receiving services from our centre, clients can be assured that all personal and health-related information is treated with the utmost respect and discretion.

Commitment to Confidentiality:
 I, Cindy Graham, acknowledge the confidential nature of any information which may become available to me concerning a client, either through direct communication or incidental observation during treatment. Whether or not such information is shared intentionally, all confidentiality will be respected and preserved.

Care in Handling Information:
 I will exercise all reasonable care and caution in protecting printed, written, or spoken confidential information from unauthorized access, casual observation, or other forms of misuse.

Disclosure Restrictions:
 I understand that any confidential information disclosed to me, or that may come to my knowledge, shall not be divulged unless required for the performance of my professional duties or mandated by law.

Media and Publication Ethics:
 Should there be any form of public presentation, such as media coverage, publications, lectures, or workshops, I pledge not to disclose any personally identifying information regarding clients or their family members without their express, written consent.

Return & Refund Policy

Thank you for choosing Serenitylasermedicalcentre for your aesthetic and wellness needs. We are committed to providing high-quality services and ensuring your satisfaction. Please read our Return & Refund Policy carefully.

Our Commitment to Your Satisfaction

We strive to deliver exceptional results and a positive experience with every service. Due to the nature of our services, which involve the application of professional treatments and the use of specialized equipment, refunds are managed according to the terms outlined below.

1. Services (Including Skin Treatments, Reflexology, Laser Hair Removal, Skin Rejuvenation, Face Contouring, Body Contouring, Hydrabrasion)

  • No Refunds for Completed Services: Once a service, treatment, or session has been fully rendered or completed, we do not offer monetary refunds. This policy is in place because you have received the benefit of the service and the time, expertise, and resources have been expended.
  • Pre-Paid Packages & Series:
    • Partial Refunds for Unused Sessions: If you have purchased a package or series of treatments (e.g., multiple laser hair removal sessions) and wish to discontinue before completing all sessions, a partial refund may be considered for unused sessions.
    • Calculation of Partial Refunds: The refund amount will be calculated based on the full, non-discounted price of the sessions already used, deducting that amount from the total package price. Any remaining balance will be refunded.
    • Expiration of Packages: Unused sessions in a package may have an expiration date. Please refer to your service agreement or ask our staff for specific details regarding package expiration.
  • Unsatisfactory Results: We understand that results from aesthetic treatments can vary based on individual factors. While we strive for optimal outcomes, specific results are not guaranteed. We encourage open communication about your expectations and concerns. If you are dissatisfied with a service result, please contact us within [e.g., 7 days] of your last treatment to discuss your concerns. We will review your case individually and may offer options such as:
    • Additional touch-up sessions at a reduced cost or complimentary (at our discretion).
    • A credit towards future services.
    • A re-evaluation of your treatment plan.
    • Monetary refunds will generally not be provided for unsatisfactory results.
  • Adverse Reactions: In the rare event of an adverse reaction to a treatment (e.g., excessive redness, irritation beyond normal expectations), please contact us immediately. We will assess the situation and may offer:
    • Consultation and advice on post-treatment care.
    • Complimentary follow-up care if deemed necessary due to the reaction.
    • A credit or partial refund may be considered on a case-by-case basis, only if the reaction is directly and demonstrably attributable to our negligence or a fault in the treatment protocol.

2. Product Sales

  • Unopened Products: Unopened and unused products in their original packaging may be returned for a full refund within [e.g., 14 days] of purchase, accompanied by the original receipt.
  • Opened or Used Products: For hygiene and safety reasons, opened or used products cannot be returned or refunded unless demonstrably defective.
  • Defective Products: If a product is found to be defective, please return it within [e.g., 7 days] of purchase with your receipt for an exchange or full refund.
  • Allergic Reactions to Products: If you experience an allergic reaction to a product purchased from us, please discontinue use immediately and contact us. We may offer a credit or exchange on a case-by-case basis, provided a reaction can be reasonably attributed to the product.

    3. How to Request a Refund or Discuss Concerns

    To discuss a concern, request a partial refund for unused package sessions, or inquire about a product return, please contact us at:

    Please provide your name, contact information, the service/product in question, the date of service/purchase, and a detailed explanation of your request or concern.

    4. Changes to This Policy

    Serenitylasermedicalcentre reserves the right to modify this Return & Refund Policy at any time. Any changes will be effective immediately upon posting on our website.