Commercial Data Protection Policy


The Outside Clinic is committed to protecting the privacy of your personal data collected in the course of our business, including via the website (the “Site”). This Data Processing Policy forms part of our Terms and Conditions of trade as well as part of the terms and conditions for use of and access to the Site.

We are based at Old Town Court, 10-14 High Street, Swindon, SN1 3EP and can be contacted on 01793-642200 or

Our Data Protection Manager can be contacted at Old Town Court, 10-14 High Street, Swindon, SN1 3EP

We will always comply (and be able to demonstrate our compliance) with relevant data protection legislation, including the Data Protection Act 1998 (“DPA”) and General Data Protection Regulation (“GDPR”) as applicable, when processing your personal data. Further details on the DPA and GDPR can be found at the Information Commissioner’s Office website ( For the purposes of data protection legislation, we will be the “controller” or “data controller” of all personal data held in respect of this Policy.


In this Policy we use certain terms from the relevant data protection legislation;

“data subject” i.e. anyone who can be identified from personal data;

“controller/data controller” i.e. a business which holds personal data and decides how it should be processed;

“processor/data processor” i.e. a business which holds personal data on behalf of a controller and processes it in accordance with the controller’s instructions;

“personal data” i.e. recorded information we hold about you from which you can be identified. It may include contact details, other personal information, photographs, expressions of opinion about you or indications as to our intentions about you;

“special categories of personal data” i.e. personal data relating to your racial or ethnic origin, political opinions, religious or philosophical beliefs, trade union membership, genetic data, biometric data, health, sex life or sexual orientation;

“processing” i.e. doing anything with personal data including collecting, using, storing, accessing, disclosing and destroying it.

We will process your personal data in accordance with the following principles:

all personal data must be processed lawfully, fairly and in a transparent manner;

all personal data must be collected for one or more specified, explicit and legitimate purposes and not processed in a manner incompatible with those purposes;

all personal data shall be restricted to what is adequate, relevant and limited for those purposes;

all personal data shall be kept accurate and up to date (and reasonable steps must be taken to erase or rectify inaccurate personal data);

all personal data must be kept for no longer than is necessary for those purposes;

all personal data must be protected by appropriate technical and organisational security measures to prevent unauthorised or unlawful processing and accidental loss, destruction or damage.

We may collect, use and store your personal data, as described in this Policy, where necessary in order to:

perform any contract to which you are party or in order to take steps at your request prior to entering into a contract;

exercise our legitimate business interests;

carry out other functions with your specific consent.

We will use your personal data in order to provide you with the best possible customer service, and to keep you updated about our other services and products. You may amend your subscription settings at any time by contacting our Marketing Department or by clicking on the “unsubscribe” link on any email you receive from us.

We will only process your personal data to the extent that it is necessary for the purposes specified in this Policy and we will keep the personal data we store about you accurate and up to date. Where it is inaccurate or out of date, it will be destroyed – please let us know if your personal details change or if you become aware of any inaccuracies in the personal data we hold about you.

We will not keep your personal data for longer than is necessary for the purposes specified in this Policy. Where it is no longer required, it will be pseudonymised, anonymised, destroyed or erased as appropriate.

We will never sell your personal data or make it available to any third parties without your prior consent (which you are free to withhold) except where:

we use a processor, in which case we will ensure that the processor complies with this Policy and all relevant data protection legislation;

we are required to do so by law;

we sell any part of our business or assets (in which case we may disclose your personal data confidentially to the prospective buyer as appropriate in accordance with our legitimate interests).

We have implemented generally accepted standards of technology and operational security in order to protect personal data from loss, misuse, or unauthorised alteration or destruction. We will notify you promptly in the event of any breach of your personal data which might expose you to serious risk.

We reserve the right to amend this Policy from time to time without prior notice. You are advised to check the Site regularly for any amendments (but NB amendments will not be made retrospectively).


We will only collect personal data to the extent that it is required for the specific purpose made clear to you at the time. We will only process personal data in accordance with relevant data protection legislation.

If you contact us, we will keep a record of that contact including your contact details and any relevant account information.

In addition to your access details, we will log details of your interactions with us including transactions you carry out through the Site.

Like most websites, the Site uses cookies. These are small text files that are sent to your computer when you log into this site. By using a cookie we can keep track of your log-in status even if you leave the site and return.

NB: a cookie only tracks which device is logging on to the Site: it does not identify (and we do not record) who is using that device. (You may refuse to accept cookies by changing the settings on your browser. However, doing so may affect your ability to access or use certain parts of the Site. Please see our Cookie Policy published on the Site.)

Our server logs requests for Site content. By analysing this information, we can identify which parts of the Site are popular and which are not, helping us to improve the Site. The Site uses these log files to compile non-personal statistical information about matters such as length of stay on the Site, type of pages visited and other general information. This information is entirely anonymous: we want to know how people in general are using the Site, not what you in particular are doing on the Site.

We will hold your personal data on our systems for as long as:

your account remains valid; and/or

any contracts you make with us are live; and/or

is necessary to comply with our legitimate business interests; and/or

is necessary to comply with our legal obligations; and/or

you have indicated you are happy for us to do so

We will hold your data in accordance with our Data Retention Policy.

We may use your personal data:

to carry out our obligations arising from any contracts entered into between you and us;

to provide you with information, products or services that you request from us or which we feel may interest you, including changes and updates (subject to any opt-out as set out in para 1.5 above);

to ensure that the Site is presented in the most effective manner for you and for your computer;

in accordance with our legitimate business interests and legal obligations.


The Site may from time to time contain links to other unrelated sites (including those of our advertisers). This privacy statement does not apply to these sites nor are we responsible for the content and practices of these websites. In particular, please note that such other sites may also use cookies, and that we have no control over this.


You have the following rights in respect of your personal data held by us. Please send all requests in respect of these rights to our Data Protection Manager:

to access your personal data;

to be provided with information about how your personal data is processed (this information is set out in this Policy);

to have your personal data corrected where necessary (please contact our Data Protection Manager promptly should you become aware of any incorrect or out-of-date information);

to have your personal data erased in certain circumstances (please refer to the appropriate data protection legislation or consult the ICO for details);

to object to or restrict how your personal data is processed;

to have your personal data transferred to yourself or to another business.

You have the right to take any complaints about how we process your personal data to the Information Commissioner:

Information Commissioner’s Office
Wycliffe House
Water Lane

0303 123 1113.

For more details, please consult the relevant data protection legislation or address any questions, comments and requests regarding our data processing practices to our Data Protection Manager.


Nothing in these Terms and Conditions shall affect the Buyer’s statutory (legal) rights.

Please read these Terms and Conditions carefully and fully. Should you require these in a different format, font or size please let us know either by contacting us in writing, by telephone or in email as above. We shall also be happy to read these through with you if required, please let us know prior to provision of service.


To proceed with an order for spectacles or hearing aids we require a minimum of 50% deposit. Any outstanding balance is to be paid in full upon delivery. Payment is accepted via cheque, card or cash. For any accessories or other products, payment in full is required at time of order. Prior to order we shall notify you of expected delivery time and a full receipt of payment shall be left with you confirming the order, time quote and noting our contact details.


Spectacles and hearing aids are bespoke products and are exempt from a right to cancel. However we do provide a goodwill 7 days to change your mind from the date of order. Please contact us either by writing to the above address, by telephone or email by stating your name, address and ID number within these seven days. Alternatively you can complete the form provided along with your receipt and return it to the above address.

For goods other than those mentioned above, you have the right to cancel the contract within 14 days without giving any reason. The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods. To exercise the right to cancel you must inform us as above. Further information regarding your right to cancel is provided at time of order and is left with you on the reverse of your receipt.


We aim to deliver all products within 28 days or where otherwise indicated at the time of order. When the goods are ready to be delivered we shall contact you, or your named representative, to organise a delivery and, where appropriate, fitting appointment. Delivery shall be made to the address at which the order was originally taken or as agreed at the time of order. Should there be any unexpected delays to manufacture or deliver the goods we shall notify you as soon as we are made aware to keep you updated and where appropriate organise a new delivery date. Title and risk in the goods shall pass to the buyer upon delivery of the goods.


Hearing aids have a two year manufacturers warranty. All other products including spectacles are supplied with a one year manufacturers warranty unless otherwise confirmed prior to order. This does not cover accidental damage. It is possible to upgrade your cover to include accidental damage for spectacles, please ask us about our Care Plus Policy.

60 Day Money Back Guarantee on Hearing Aids

If you are not satisfied with your hearing aids in any way contact us in writing, by telephone or in email as soon as you are aware. If we are unable to meet your expectations or satisfaction within a reasonable amount of time you are entitled to a full refund of costs paid towards your hearing aids. This applies to the first 60 days following delivery and fitting. All warranties are in addition to your statutory (legal) rights.


All refunds shall be made within ten working days in the same method as the original payment was received unless the original payment was in cash. In this circumstance we shall offer to refund either via cheque or postal order to your home address.

If we have agreed to a cancellation and refund and you have possession of the goods it is your responsibility to return them to us. No refund shall be made prior to return and our receipt. To proceed with a return and refund you shall need to send us the goods. We strongly recommend returning via Royal Mail Recorded Delivery retaining proof of postage to ensure adequate insurance and that the return can be tracked. This is your responsibility and The Outside Clinic does not cover the cost of the return. When we receive the return we shall notify you to confirm. Until we receive the product, we hold no responsibility. Should there be any damage to the products on return this may affect the cancellation and refund (if applicable).

Buy with Confidence

The Outside Clinic is delighted to be a ‘Buy with Confidence’ partner of Trading Standards.

Buy With Confidence is a national register of Trading Standards Approved businesses run independently by local authority trading standards departments. Should you have any questions regarding these Terms & Conditions please contact us directly, our contact details are provided below. Alternatively you may contact the Citizens Advice Bureau or Citizens Advice Consumer Service Trading Standards Helpline on 03454 040506.

NHS Products

These Terms & Conditions do not apply for NHS products.