Salon Disclaimer
Bookings: Clients are to required arrive 15min before their appointment, to allow sufficient time for the scheduled treatments. If you arrive late for your appointment Novella and Co reserves the right to shorten your treatment time or if there is not enough time to render your treatment, we reserve the right to cancel your appointment.
Refunds and Returns: Products purchased by you are only refundable and returnable in conjunction with our "refund and returns" policy.
Medical Conditions: Novella and Co reserves the right to deny any individual with an underlying medical condition access to certain in salon offerings due to the risks associated with performing such treatment. It is mandatory and your own responsibility to provide the reception and your therapist with accurate and true information pertaining to your health as well as status of pregnancy as the latter may be affected/ or affect treatment results.
Salon Cancellation policy: You are required to inform us 48 hours prior to your scheduled appointment should you need to cancel or reschedule your appointment. We reserve the right to charge you a reasonable fee should you not arrive for your appointment, and we are unable to fill the appointment time.
Right of Admission reserved: We reserve the right to ask any person to leave the salon if they are found guilty of offering, disturbing other customers or staff/owners.
Risk and Loss: Please note, you Park and Enter Novella and Co at your own risk. We will not be held responsible for any loss or damage, death, theft, injury or misfortune ("harm") that may occur while you are in the salon. In the case where defective products were supplied to you, we will still not be held liable for any defective product supplied by us to you where Novella and Co did not know that the products were defective when we received them, or where we could not reasonably been expected Ito have known that the products were defective when we received them or to us complying with the instruction provided by a third party.
1. INTRODUCTION
Novella & Co Collection (Pty) Ltd ("Novella & Co", "we", "our" or "us") is committed to protecting your privacy and ensuring that your personal information is collected, processed, stored and used lawfully in accordance with the Protection of Personal Information Act, 4 of 2013 ("POPIA").
This Privacy Policy explains how we collect, use, store, disclose and protect your personal information when you:
- visit our website;
- make a booking;
- purchase products;
- receive treatments;
- join our membership programme;
- enter competitions or promotions;
- interact with us on social media;
- communicate with us via WhatsApp, email or telephone; or
- otherwise use our services.
2. WHO WE ARE
Novella & Co Collection (Pty) Ltd
Luxury Hair • Skin • Nails • Lashes • Aesthetic Treatments • Retail
Registered Office:
162 Lynnwood Road, Wilgers
Email:
admin@novellaandco.com
Website:
Information Officer:
Novella & Co Collection (Pty) Ltd
3. WHAT PERSONAL INFORMATION WE COLLECT
Depending on the services you receive, we may collect:
Identity Information
- Full name
- ID number (where legally required)
- Date of birth
- Gender
Contact Information
- Email address
- Mobile number
- Residential address
Booking Information
- Appointment history
- Preferred therapist or stylist
- Cancellation history
- Notes regarding previous appointments
Consultation Information
Including but not limited to:
- Hair history
- Skin history
- Medical questionnaires
- Allergies
- Pregnancy status
- Current medication
- Contraindications
- Previous treatments
- Colour formulations
- Treatment records
Payment Information
- Payment method
- Transaction history
- Gift cards
- Loyalty rewards
- Membership payments
Novella and Co does not store your complete bank card details.
Payments are processed securely by our authorised payment providers.
4. SPECIAL PERSONAL INFORMATION
Certain services require us to collect health-related information.
This may include:
- Allergies
- Medical conditions
- Current medication
- Pregnancy
- Skin conditions
- Hair disorders
- Previous aesthetic procedures
This information is only collected where necessary to provide treatments safely.
5. PHOTOGRAPHS & VIDEOS
With your consent, we may photograph or record:
- Before and after images
- Treatment progress
- Hair transformations
- Skin improvements
- Lash results
- Nail treatments
Images may be used for:
- Treatment records
- Staff training
- Marketing
- Website
- Social media
- Printed material
You may withdraw your marketing consent at any time.
6. HOW WE COLLECT INFORMATION
We collect information directly from you through:
- Online bookings
- Consultation forms
- Membership applications
- Product purchases
- Website enquiries
- WhatsApp conversations
- Telephone calls
- Emails
- Social media interactions
- In-salon consultations
7. WHY WE PROCESS YOUR INFORMATION
We process your information to:
- Provide treatments
- Make bookings
- Process payments
- Deliver products
- Recommend treatments
- Provide aftercare
- Maintain consultation records
- Improve customer service
- Comply with legal obligations
- Detect fraud
- Resolve complaints
- Send appointment reminders
- Manage memberships
- Administer loyalty rewards
8. MARKETING
Where you have consented, we may contact you regarding:
- Promotions
- Specials
- Events
- Product launches
- Birthday offers
- Loyalty rewards
- Newsletters
You may unsubscribe at any time.
9. WHATSAPP COMMUNICATIONS
Where you communicate with us via WhatsApp, you consent to us using WhatsApp to:
- Confirm appointments
- Send reminders
- Provide treatment advice
- Respond to enquiries
- Send invoices
- Provide aftercare instructions
10. WEBSITE COOKIES
Our website uses cookies to:
- Improve website performance
- Remember preferences
- Analyse visitor behaviour
- Improve marketing
Cookies may include:
- Google Analytics
- Meta Pixel
- Shopify cookies
- Booking platform cookies
You may disable cookies within your browser.
11. CCTV
For the safety of our clients, staff and business premises, CCTV cameras operate within certain areas of the salon.
Recordings may be used for:
- Security
- Crime prevention
- Incident investigations
- Insurance purposes
12. WHO WE SHARE INFORMATION WITH
Your information may be shared with trusted service providers including:
- Booking software providers
- Payment processors
- Courier companies
- IT service providers
- Marketing providers
- Medical practitioners where required
- Legal advisers
- Auditors
We do not sell your personal information.
13. RETENTION OF INFORMATION
We retain personal information only for as long as necessary to:
- comply with legal obligations;
- maintain treatment records;
- resolve disputes;
- enforce agreements; and
- protect our legal interests.
Where legally permissible, information that is no longer required will be securely deleted or anonymised.
14. YOUR RIGHTS
You have the right to:
- access your information;
- request correction of inaccurate information;
- object to certain processing activities;
- withdraw consent where processing is based on consent;
- request deletion where permitted by law;
- lodge a complaint with the Information Regulator.
15. SECURITY
We implement reasonable technical and organisational safeguards to protect personal information against:
- unauthorised access;
- accidental loss;
- theft;
- misuse;
- alteration; and
- destruction.
These safeguards include secure booking systems, password-protected devices, restricted staff access, encrypted payment processing where applicable, and staff confidentiality obligations.
16. CHILDREN
We do not knowingly collect personal information from children without the consent of a parent or legal guardian where required by law.
17. THIRD-PARTY WEBSITES
Our website may contain links to third-party websites. We are not responsible for the privacy practices or content of those websites.
18. CHANGES TO THIS POLICY
We may amend this Privacy Policy from time to time. The latest version will always be published on our website with the updated effective date.
19. CONTACT US
For any questions regarding this Privacy Policy or your personal information, please contact:
Information Officer
Novella & Co Collection (Pty) Ltd
Email: admin@novellaandco.co.za
Website: www.novellaandco.co.za
If you are not satisfied with our response, you may lodge a complaint with the Information Regulator (South Africa).