Privacy Policy

Information We Collect

We collect only the information that helps us serve you better. Depending on how you interact with us, this may include:

a) Information you give us directly

• Contact details — your full name, mobile number, email address and the subject or message you submit through our enquiry form.
• Appointment details — the therapy or package selected, preferred date and time slot, therapist preference, and any special request you share with us over phone, WhatsApp or at our reception.
• Franchise enquiry details — your name, contact details, state or city, proposed investment range and intended start timeline submitted through the Franchise Enquiry form.
• Membership & billing details — the membership plan opted for, its validity, sessions availed, invoice and payment reference. Card and UPI payments are processed by our bank or payment partner; we do not store your full card number, CVV or UPI PIN.
• Feedback — reviews, ratings, testimonials and suggestions you voluntarily share with us.

b) Information collected automatically

• IP address, browser type, device type, operating system, referring page, pages viewed and time spent on our website.
• Cookies and similar technologies used by our website, analytics and advertising tools (see Section 04).

How We Use Your Information

Your information is used strictly for legitimate business purposes, including to:

• Respond to your enquiries, calls, WhatsApp messages and form submissions.
• Confirm, reschedule or remind you about your appointment.
• Deliver the therapy safely and customise it to your comfort, skin type and health condition.
• Process payments, issue invoices and maintain membership or package records.
• Share offers, seasonal packages, membership renewals and wellness updates — only where you have not opted out.
• Evaluate franchise enquiries and contact prospective partners.
• Improve our website, services, staff training and overall guest experience.
• Comply with applicable Indian laws, tax requirements and lawful requests from authorities.

Health & Wellness Information

Certain therapies require us to know about your physical condition before we begin. You may voluntarily disclose information such as allergies, skin sensitivity, pregnancy, recent surgery, injuries, blood pressure, diabetes, or any ongoing medication or treatment.

This information is treated as sensitive personal data and is handled with the highest level of confidentiality. It is:

• Collected only with your consent and only to the extent required for your safety.
• Shared strictly with the therapist and supervisor attending to you, on a need-to-know basis.
• Never used for marketing, never published, and never disclosed to any third party without your explicit consent, except where required by law or in a medical emergency.

Withholding relevant health information may affect your safety during a therapy. Our services are wellness and relaxation services and are not a substitute for medical diagnosis or treatment.

Cookies & Tracking Technologies

Our website uses cookies and similar technologies to function correctly and to understand how visitors use our pages. These include:

• Essential cookies — required for basic site functionality, security and form submission.
• Analytics & advertising cookies — set by Google (Google Analytics and Google Ads) to measure traffic, understand visitor behaviour and measure the performance of our advertisements.
• Security services — Google reCAPTCHA is used on our enquiry forms to prevent spam and automated abuse, and our website is delivered through a content delivery and security network. These services may process limited technical data such as your IP address.

You can control or delete cookies at any time through your browser settings. Disabling cookies may affect certain features of the website. For details on how Google processes such data, please refer to Google’s own privacy and terms pages.

Sharing & Disclosure

We share your information only in the limited circumstances below:

• Our team — therapists, reception and management staff who need the information to serve you, all bound by confidentiality obligations.
• Service providers — website hosting, email, IT support, payment processing, analytics and communication partners who process data on our behalf under appropriate confidentiality commitments.
• Legal & regulatory — where disclosure is required by law, court order, or a lawful request from a government or law-enforcement authority.
• Business transfer — in the event of a merger, acquisition, franchise transfer or restructuring, your information may be transferred as part of the business, subject to the protections of this policy.

Data Security

We follow reasonable security practices and procedures to protect your information against unauthorised access, alteration, disclosure or destruction. These include secure (HTTPS) transmission on our website, restricted staff access, spam protection on our forms, and physical safeguards for records maintained at our premises.

However, no method of transmission over the internet or method of electronic storage is completely secure. While we strive to protect your personal information, we cannot guarantee absolute security, and you share information with us at your own discretion.

Data Retention

We retain your personal information only for as long as it is required for the purpose for which it was collected, or as long as necessary to comply with legal, accounting, tax or reporting obligations. Enquiry records, appointment history and membership records are retained for the duration of our relationship with you and for a reasonable period thereafter, after which they are deleted or anonymised.

Your Rights & Choices

Subject to applicable Indian law, including the Digital Personal Data Protection Act, 2023, you have the right to:

• Access — request a summary of the personal data we hold about you and how it is processed.
• Correction — ask us to correct or update inaccurate or incomplete information.
• Erasure — request deletion of your personal data where it is no longer required and no legal obligation requires us to retain it.
• Withdraw consent — withdraw your consent to processing or to marketing communications at any time.
• Opt out of marketing — tell us by phone, WhatsApp or email to stop sending you promotional messages; we will honour the request without affecting the services you have already booked.
• Grievance redressal — raise a complaint with us regarding the handling of your data (see Section 13).

To exercise any of these rights, write to us at thames.wellness@gmail.com from the email address or with the mobile number registered with us, so that we can verify your identity.

Children’s Privacy

Our website and services are intended for adults aged 18 years and above. We do not knowingly collect personal information from children. Minors may be permitted at the spa only for selected services and only under the supervision and with the verifiable consent of a parent or legal guardian. If you believe a child has shared personal information with us, please contact us and we will delete it promptly.

CCTV & In-Spa Privacy

For the safety and security of our guests and staff, CCTV cameras may be installed in the common and public areas of our premises such as the entrance, reception and corridors. Cameras are never installed inside therapy rooms, changing rooms, washrooms or any other private area. Recorded footage is retained for a limited period, is accessed only by authorised personnel, and is shared with law-enforcement authorities only where legally required.

We also request our guests to respect the privacy of others and to refrain from photography or video recording inside the spa premises.

Third-Party Links & Platforms

Our website contains links to third-party platforms such as WhatsApp, Facebook, Instagram, Google Maps and Google Reviews. When you click these links you leave our website, and any information you share is governed by that platform’s own privacy policy. We are not responsible for the content, security or privacy practices of external websites and encourage you to read their policies.

Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, technology or legal requirements. The revised version will be posted on this page with an updated “Last Updated” date. We encourage you to review this page periodically. Continued use of our website or services after an update constitutes acceptance of the revised policy.

Grievance Redressal & Contact

If you have any question, concern or complaint about this Privacy Policy or the way your data is handled, please reach out to us. We aim to acknowledge every grievance within a reasonable time and resolve it promptly.

Please also read our Terms & Conditions.