Privacy & Cancellation Policy

Cancellation Policy

Booking Appointments

Anyone wishing to book an appointment with Urbana is required to provide full credit card details in advance to confirm their booking. These credit card details are securely stored on Stripe and will be charged a €40 fee in the event of a late cancellation (less than 48 hours notice provided) or no show appointment.

48 Hours Notice Required

If you need to cancel or amend your appointment we require 48 hours notice in advance of your appointment time. Contact us with 48 hours notice it’s cool, you have nothing to worry about. If you do not provide us with 48 hours notice a €40 cancellation fee will apply to your account.

Attending Unsuitable For Treatment

If you attend for your appointment and your consultant assesses that it is unsafe to treat you on that day due to changed medication, tanning, topical products, shaving issues, skin irritation etc, a cancellation fee of €40 will be charged for our time on that day (only if all areas cannot be safely treated).

Should we be able to safely treat some areas on that day (you will not be charged €40 cancellation fee) where you are having multiple areas treated, any discounts that were provided due to having all multiple areas treated at once cannot be carried over if only one area needs to be rebooked to another date due to unsuitability. We will try to offer the best discounts possible on that date but any rebooked area/s will be charged at full price on the follow-up appointment. Should you attend more than twice within 12 months unsuitable for treatment (this includes part of your treatment) you will be required to prepay in advance for all future appointments with us.

No Show Appointments

If you book an appointment with any of our clinics and cannot make the appointment it is always best to call or email us and let us know rather than simply not show up. If you are deemed to be a No-Show Client your account in our system automatically gets locked out by our computer system and full prepayment for your all your future appointments will be required.

All No Show Consultations will be charged a No Show Fee of €40 to the credit card that we have on file, this €40 fee in non-refundable can only be redeemed against any treatments that you may have with us in the future.

Multiple Late Cancellations & Unsuitable For Treatment:

If you have 2 or more Late Cancellations or Attending Unsuitable For Treatment or a combination of both within a 12 month period your customer account with Urbana will be automatically locked and you will be unable to use our online booking system to schedule future appointments.

Prepaid Appointments:

If your account has been locked due to your past attendance record and you wish to schedule an appointment with us us you will need to contact our reception team directly so they can book you in manually and you will be required to prepay in full for your future appointments when booking.

What Happens If You Are Prepaid Client:

If you do not attend for your scheduled prepaid appointment, or cancel within 48 hours, or attend unsuitable for treatment on the day, the full cost of the treatment will be taken against the cost of the treatment scheduled and your prepaid treatment will be forefeit. You will need to prepay for another session if you wish to reschedule the session to a later date.

Privacy Policy

This Privacy Policy governs the manner in which Urbana collects, uses, maintains and discloses information collected from users (each, a “User”) of the website (“Site”). This privacy policy applies to the Site and all products and services offered by Urbana.

Personally Identifiable Information (PII)

We may collect personally identifiable information from Users in a variety of ways, including, but not limited to, when Users visit our site, register on the site, place an order, fill out a form, respond to a survey, and in connection with other activities, services, features or resources we make available on our Site. Users may be asked for, as appropriate, name, email address, mailing address, phone number. Users may, however, visit our Site anonymously. We will collect personal identification information from Users only if they voluntarily submit such information to us. Users can always refuse to supply personally identification information, except that it may prevent them from engaging in certain Site related activities.

Non-personally identifiable information

We may collect non-personally identifying information about Users whenever they interact with our Site. The non-personally identifying information may include the browser name, the type of computer and technical information about Users means of connection to our Site, such as the operating system and the Internet service providers utilised and other similar information.

Web browser cookies

Our Site may use “cookies” to enhance our website’s User experience. User’s web browser places cookies on their hard drive for record-keeping purposes and sometimes to track information about them. User may choose to set their web browser to refuse cookies or to alert you when cookies are being sent. If they do so, note that some parts of the Site may not function properly.

How we use collected information

Urbana may collect and use Users personal information for the following purposes:

– To run and operate our Site.

– We may need your information to display content on the Site correctly.

– To improve customer service.

– The information you provide helps us respond to your customer service requests and your support needs more efficiently.

– To personalise user experience

– We may use website analytics information in aggregate to understand how our Users as a group use the services and resources provided on our Site.

– To improve our Site.

– We may use feedback you provide to improve our products and services.

– To process payments.

– We may use the information Users provide about themselves when placing an order only to provide service to that order. We do not share this information with outside parties except to the extent necessary to provide the service.

– To run a promotion, contest, survey or other Site feature.

– To send Users information they agreed to receive about topics we think will be of interest to them.

– To manage product reviews and ratings.

– We may use third-party service providers to help us manage product reviews and ratings left by Users.

– To send periodic emails.

– We may use the email address to send User information and updates pertaining to their order. It may also be used to respond to their inquiries, questions, and/or other requests.

How we protect your information

We adopt appropriate data collection, storage and processing practices and security measures to protect against unauthorised access, alteration, disclosure or destruction of your personal information, username, password, transaction information and data stored on our Site.

Sharing your personal information

We do not sell, trade, or rent Users’ personally identifiable information to others. We may share generic aggregated demographic information not linked to any personally identifiable information regarding visitors and users with our business partners, trusted affiliates and advertisers for the purposes outlined above. We may use third party service providers to help us operate our business and the Site or administer activities on our behalf, such as sending out newsletters or surveys. We may share your information with these third parties for those limited purposes provided that you have given us your permission.


If a User decides to opt-in to our mailing list, Urbana Hair Removal Clinics sends you information from time to time by email, e.g. news and service updates, appointment reminders and invitations to events in relation to our business, depending on our relationship with you. If at any time the User would like to unsubscribe from receiving future emails, we include detailed unsubscribe instructions at the bottom of each email or a User may contact us via our Site. We may use third party service providers to help us operate our business and the Site or administer activities on our behalf, such as sending out newsletters or surveys. We may share your information with these third parties for those limited purposes provided that you have given us your permission.

We use Constant Contact as a third party platform for e-mail marketing. You can view their Privacy Statement here:

Text reminders

We will send you text message (SMS) reminders for your appointment reminders only, and this will not include marketing messaging of any kind. For this, we use Phorest.

Digital Marketing

We will, from time to time, use our clients’ (and our own) customer data for:

– Google AdWords or retargeting on the Google Display Network, for which you can read more information about Google’s compliance information here:

– To understand how Google uses personal data when visiting our site while complying with applicable data laws read here:

– Facebook advertising and retargeting:

– Twitter advertising:

Our use of re-marketing

Re-marketing involves placing a cookie on your computer when you browse our website in order to be able to serve you an advert for our products or services when you visit some other website. We may use a third party to provide us with re-marketing services from time to time. If so, then if you have consented to our use of cookies, you may see advertisements for our products and services on other websites.

Verification of your information

When we receive any request to access, edit or delete personally identifiable information we shall first take reasonable steps to verify your identity before granting you access or otherwise taking any action. This is important to safeguard your information.

Encryption of data sent between us

We use Secure Sockets Layer (SSL) certificates to verify our identity to your browser and to encrypt any data you give us. Whenever information is transferred between us, you can check that it is done so using SSL by looking for a closed padlock symbol or other trust marks in your browser’s URL bar or toolbar.

Third party websites

Users may find advertising or other content on our Site that link to the sites and services of our partners, suppliers, advertisers, sponsors, licensors and other third parties. We do not control the content or links that appear on these sites and are not responsible for the practices employed by websites linked to or from our Site. In addition, these sites or services, including their content and links, may be constantly changing. These sites and services may have their own privacy policies and customer service policies. Browsing and interaction on any other website, including websites which have a link to our Site, is subject to that website’s own terms and policies.

Job applications

If you send us information in connection with a job application, we may keep it for up to six years in case we decide to contact you at a later date. If we employ you directly or indirectly for the purpose of our business, we collect information about you and your work from time to time throughout the period of your employment or application. This information will be used only for purposes directly relevant to your employment. After your employment or application to us for our business purposes has ended, we will keep your file for six years before destroying or deleting it.

Changes to this privacy policy

Urbana has the discretion to update this privacy policy at any time. When we do, we will post a notification on the main page of our Site. We encourage Users to frequently check this page for any changes to stay informed about how we are helping to protect the personal information we collect. You acknowledge and agree that it is your responsibility to review this privacy policy periodically and become aware of modifications.

Your acceptance of these terms

By using this Site, you signify your acceptance of this policy. If you do not agree to this policy, please do not use our Site. Your continued use of the Site following the posting of changes to this policy will be deemed your acceptance of those changes.


Should you wish to be removed from our records completely, simply email requesting that you wish to be deleted from our system. Please be aware that should you wish to revisit any of our clinics for treatment in the future that you will have to undertake your initial consultations, etc, again. Please allow 30 days for your request to be processed.

Contacting us

If you have any questions about this Privacy Policy, the practices of this site, or your dealings with this site, please contact us at

This document was last updated on May 31st, 2018.