1. Information We Collect
Hand & Stone Massage and Facial Spas collects various pieces of personal information throughout the course of our business relationship with you. This includes information that you provide either online or at a spa location, information that we collect when you visit our websites or use our mobile apps, transaction-based information related to your spa appointments and your purchase history, and supplemental data provided to us by third-parties.
The following is a summary of the types of information collected and the purposes for its collection:
Identification and communication information, including personal identifiers such as name, postal address, email address and phone number. This is to identify individual customers and communicate with them in the course of providing services, and to send marketing materials such as special offers, newsletters and updates.
Website and Mobile App activity and history, not attributable to an identified or identifiable consumer (de-identified data). This includes device IDs, clickstream information, device type, browser type, time and date, and subject of advertisements clicked or rolled over. We use this data to help us provide users of our websites and mobile app with a more user-friendly browsing experience, and to provide visitors to our websites and/or other websites with advertisements about goods and services more likely to be of interest to them (interest-based advertising).
Geolocation data (information about your location). When you use our location-based services and features (for example, location-based search), your location data is used to serve you with the right content, which may also include location-based advertising. We do not use this information to identify you personally without your consent.
Customer appointment and purchase history, to track the status of an appointment throughout the service life cycle and to maintain a record of products purchased and services provided to each customer.
Financial transaction history, to track amounts charged to and paid by the customer for products and services. This is to account for pre-paid services (memberships and packages), service credit balances, gift card balances and loyalty point balances owing to the customer, and to maintain a record of charge card payment and settlement activity with our Payment Processors.
Marketing campaign history and supplemental data provided by third parties, to provide you with information and promotional offers most likely to be of interest to you, and to determine the effectiveness of our marketing programs.
Service Provider Notes, to maintain a record of service specifics, and to track progress and effectiveness of the services over time.
Customer Preferences and Notes, to help spa associates create a better overall customer experience, more tailored to the needs and wants of the individual.
Customer waiver and information disclosure forms, to ensure customer consent and limit spa liability, and to furnish our massage therapists and licensed estheticians with certain background information helpful in providing effective service.
Customer survey feedback, to provide better customer service and to quickly resolve any outstanding issues.
Customer service incidents and complaints, to ensure follow-through and timely resolution of all customer complaints, and to ensure franchisee compliance with the Franchise Agreement and Operations Policy.
We may obtain information from or about our customers in other ways. For example, we may verify user information with a service provider, or customers may send us information during their contacts with Customer Support. We may also draw inferences from any of the information identified in this section to create customer marketing segments reflecting a customer’s preferences or characteristics.
If you choose to contact us through our websites to buy gift cards or request an appointment, we may ask for additional information including credit card information, which will allow us to complete your transaction and verify your identity. For gift cards, we will also ask for the gift card recipient name and email address to send the link to activate the gift card.
You can choose to stop receiving solicitations at any time simply by replying to an email's Unsubscribe function, updating your account preferences online, or by contacting Customer Service. Please refer to the Choice and Opt-Out section for more information.
If you have any questions regarding your personal information or wish to correct or change any of your personal information, please contact firstname.lastname@example.org.
For additional information specific to the privacy rights of California residents, please click here.
2. Information We Collect From Our Websites
We store information that we collect on our websites through cookies and log files to create a profile of our users. We do not link the information we store in cookies to any personally identifiable information you submit while on our websites.
A cookie is a piece of data stored on the user's computer tied to information about the user. We use both session cookies and persistent cookies. For the session cookie, once users close the browser, the cookie simply terminates. A persistent cookie is a small text file stored on the user's hard drive for an extended period of time. Persistent cookies enable us to track and target the interests of our users to enhance their experience on our site. By setting a cookie on our site, users would not have to log in a password more than once, thereby saving time while on our site. If users reject the cookie, they may still browse our site, however they will not be able to buy gift cards or use other interactive functionality that requires cookies. Persistent cookies can be removed by following Internet browser help file directions.
We use log files for error diagnostics, session management, and determining our advertising efficiency. This includes internet protocol (IP) addresses, browser type, internet service provider (ISP), referring pages, platform type, date/time stamp. IP addresses, etc. are linked to personally identifiable information.
3. Communications From Our Websites
Customers who schedule an appointment with us or who buy gift cards online will receive a number of communications from us throughout the transaction process. These communications may come via email or SMS text message, depending on the customer’s preference. We may also occasionally send out service-related announcements, for instance, if our service is temporarily suspended for maintenance. Generally, these communications are not promotional in nature, and users will receive them as long as their accounts are open.
Out of respect for the privacy of our customers, we present the option to not receive these types of communications, as explained in the Choice and Opt-Out section below.
We communicate with our customers on a regular basis in the course of providing the requested services. We respond to issues relating to a customer's account via email, SMS text message or by phone, in accordance with the customer's wishes.
You can change your opt-in or opt-out status or your communication preferences (email, SMS text) by clicking on the "Unsubscribe" link within the email, or by logging into your user account on our website and updating your preferences there. You may additionally unsubscribe by emailing your request to email@example.com.
4. Sharing Information
We will not share your credit card number or any other financial information with any third party except for the verification purposes mentioned above.
We will not sell any personal information that we collect. We may share your personal information with third parties in the following instances:
We may share information with our subsidiaries, joint ventures or other companies under common control, where it may be used to provide joint services or for purposes such as internal statistics, strategic decision-making, customer verification, fraud prevention and security.
Though we make every effort to preserve user privacy, we may disclose personal information when required by law or under the good-faith belief that such action is necessary under applicable law. We may disclose personal information in order to establish or exercise our legal rights or defend against legal claims. We also share information in order to investigate, prevent, or take action regarding illegal activities, suspected fraud, to protect our property or interests or that of our agents and employees, and to protect personal safety or the public.
We share some aggregated demographic information (age, zip codes) with some of our partners. This is not linked to any personally identifiable information. We may use third-party advertising companies to serve ads on our behalf. These companies may employ cookies and action tags (also known as single pixel gifs or web beacons) to measure advertising effectiveness. Any information that these third parties collect via cookies and action tags is completely anonymous.
We may disclose personal information about individual users to third parties who provide services to Hand & Stone Massage and Facial Spas. These third parties provide a variety of services, including, without limitation, verifying credit card information, tracking Internet marketing campaigns, and processing credit card transactions. In addition, these services may include enhancing the information we collect about our customers. We may also use third-party email providers to assist with sending our marketing emails. These companies do not retain, share, store or use personally identifiable information for any secondary purposes.
The Site contains links to other websites maintained by third parties. Please be aware that Hand & Stone exercises no control over linked sites and is not responsible for the privacy practices or the content of such sites. Each linked site maintains its own independent privacy and data collection policies and procedures, and you are encouraged to view the privacy policies of these other sites before providing any personal information.
5. Information Security
Hand and Stone takes care to protect the personal information that we collect and retain by maintaining reasonable security procedures and practices appropriate to the nature of the information. When our registration/order form asks users to enter sensitive information (such as credit card number), that information is encrypted and is protected with encryption software, currently SSL encryption. While we use SSL encryption to protect sensitive information online, we also protect user-information off-line. Only employees who need the information to perform a specific job (for example, our billing clerk or a customer service representative) are granted access to personally identifiable information.
6. Changes in this Privacy Statement
Users with questions or concerns regarding their privacy or this statement should contact Privacy Statement Personnel via Postal Mail at: Hand & Stone Franchise Corp., 1210 Northbrook Drive, Suite 150 Trevose, PA 19053, or by e-mail at firstname.lastname@example.org.