Privacy policy

Who we are

Refine Skin & Aesthetics, Asiaa Gate, Circular Road, Near Salman Bakers, opposite Asia Gate, Peshawar. You can reach us on WhatsApp 0315-9047770 or email [email protected].

What we collect

• The messages you send us in chat (on this website, Messenger or Instagram, and TikTok once it is connected), and our replies.
• Details you give us: your name, your WhatsApp number, the treatment you're interested in and your booking.
• On Messenger and Instagram: the user ID and display name that Meta shares with the clinic's Page.
• Voice notes: only the written text of what you said, and only when transcription is switched on. We never keep the recording.
• Photos, videos and files: we don't store them. Our team views them in Meta's own inbox.
• On this website, the chat keeps a session code in your browser so your conversation continues when you come back, and a few display choices (such as a closed offer bar) are remembered in your browser. We don't use advertising or analytics cookies.

Why we use it

• To answer your questions about treatments, prices, timings and our location.
• To book, confirm or change your free consultation or appointment, and to follow up when you ask us to.
• To pass your chat to a member of our team when you ask for a person or need one.
• To keep our assistant's answers accurate and safe.

Our AI assistant

Our chats are answered by an AI assistant, and our team steps in when needed. It gives general information about treatments and prices. It is not medical advice: your consultation is where a decision about treatment is made.

To write each reply, your messages are processed by an AI model through OpenRouter, a service that passes requests to AI providers such as OpenAI and Google. We send only what the conversation needs.

Who else handles your data

We don't sell your data or use it for advertising. These services handle it for us:

• Meta (Facebook Messenger and Instagram) and TikTok, where you chat with us.
• OpenRouter and the AI providers it uses, to write the assistant's replies.
• The services that host our website, server and database (Cloudflare, Heroku and MongoDB Atlas). Cloudflare also checks the website chat for spam.
• Google, whose map is shown in the Visit section of our website.
• Our email provider, which sends our team alerts about new bookings and chats.

How long we keep it

• Chat messages: 12 months, then they are deleted automatically.
• Raw records received from Messenger, Instagram and TikTok: 30 days.
• Your contact details, enquiries and bookings: until you ask us to delete them.
• Photos, videos and voice recordings: never stored.

Your choices

You can ask us what we hold about you, ask us to correct it, or ask us to delete it: see Delete your data. On Messenger and Instagram you can also stop messages from us at any time by blocking the clinic's account.

Our services are for adults. If you are under 18, please contact us with a parent or guardian.

Changes

If we change how we use your data, we will update this page and the date at the top.