1. Who we are
Chislehurst Pharmacy Group operates two GPhC-registered community pharmacies in South East London:
- Chislehurst Pharmacy & Travel Clinic — 59 Chislehurst Rd, Chislehurst BR7 5NP (Tel: 020 8295 0017)
- Pond Pharmacy — 59 High St, Chislehurst BR7 5AF (Tel: 020 8467 3158)
We are the data controller for personal information collected through this website. Our contact email for data-related queries is support@chislehurstpharmacygroup.co.uk.
We are registered with the Information Commissioner's Office (ICO). Registration number: [[ICO_REG_NUMBER]].
2. What data we collect
We collect personal information only where there is a clear reason to do so. The types of data we collect include:
Contact form
When you submit a message through our website contact form, we collect your name, email address, phone number (if provided), and the content of your message.
Newsletter
If you subscribe to our Health Hub newsletter, we collect your email address.
Appointment bookings
When you book an appointment through our online booking system, we collect your name, email address, phone number, and details of the service you are booking (e.g. type of consultation, preferred date and time).
Website analytics
We collect anonymised data about how visitors use our website, including pages visited, time spent on pages, and referral sources. This data does not identify you personally.
Information you give us in person
When you visit our pharmacies for consultations, vaccinations, or other clinical services, we may collect health information as required to provide safe and effective care. This information is handled under separate NHS and pharmacy regulations and is not covered by this website privacy policy.
3. How and why we use your data
We process personal data under the following lawful bases as defined by UK GDPR:
- Consent — newsletter subscriptions and contact form submissions. You can withdraw consent at any time.
- Contract — processing appointment bookings and delivering the services you have requested.
- Legitimate interests — website analytics and service improvement, ensuring our website works correctly, and protecting against fraud or misuse.
- Legal obligation — retaining certain records as required by pharmacy regulations and healthcare law.
4. Who we share your data with
We do not sell your personal data. We share it only with trusted third-party processors who help us run our services:
- Brevo — newsletter subscriptions and marketing emails on our behalf; data stored within the EU.
- Amelia — our appointment booking system, hosted on our own server infrastructure.
- Google — website analytics (Google Analytics), embedded maps (Google Maps), web fonts (Google Fonts).
- Microsoft Clarity — analytics and session-replay tools that help us understand how visitors use our website.
- Kinsta — website hosting. Servers located in Europe.
- Gildhart — our healthcare marketing agency, which designs and maintains this website and manages our analytics and digital marketing; may process website usage and enquiry data on our behalf.
- Treatovia — a healthcare directory through which patients can find, enquire with and book our services; where you submit an enquiry or booking via Treatovia it processes your contact and booking details to pass your request to us.
Where a processor stores or transfers data outside the UK, appropriate safeguards (such as UK/EU Standard Contractual Clauses) are in place.
All processors are contractually bound to handle your data securely and only for the purposes we specify.
5. How long we keep your data
- Contact form submissions — 2 years from the date of submission, then securely deleted.
- Newsletter subscriptions — until you unsubscribe. You can do so at any time via the link in every email.
- Appointment booking records — 8 years, in line with NHS Records Management Code of Practice for healthcare records.
- Website analytics data — 26 months (Google Analytics default retention period).
6. Your rights
Under UK GDPR, you have the right to:
- Access — request a copy of the personal data we hold about you.
- Rectification — ask us to correct inaccurate or incomplete data.
- Erasure — ask us to delete your data where there is no compelling reason to continue processing it.
- Restriction — ask us to limit how we use your data.
- Data portability — request your data in a structured, machine-readable format.
- Object — object to processing based on legitimate interests or direct marketing.
- Withdraw consent — where processing is based on consent, you can withdraw it at any time without affecting the lawfulness of prior processing.
To exercise any of these rights, email us at support@chislehurstpharmacygroup.co.uk. We will respond within one calendar month.
7. Cookies
Our website uses a limited number of cookies:
- Essential cookies — required for the website to function (e.g. WordPress session cookies). These cannot be disabled.
- Analytics cookies — Google Analytics and Microsoft Clarity cookies that help us understand how visitors use our site, including anonymised session recordings. Google Analytics data is anonymised.
- Functional cookies — used by our booking system to maintain your session while you complete an appointment booking.
We do not use advertising or tracking cookies.
8. Children's data
Our website is not directed at children under 13. We do not knowingly collect personal data from children. If you believe a child has submitted data through our website, please contact us and we will delete it promptly.
9. Changes to this policy
We may update this privacy policy from time to time. Any changes will be posted on this page with a revised "last updated" date. We encourage you to review this page periodically.
10. Contact and complaints
If you have questions about this privacy policy or wish to exercise your rights, contact us at:
Email: support@chislehurstpharmacygroup.co.uk
If you are not satisfied with our response, you have the right to lodge a complaint with the Information Commissioner's Office (ICO):
1. Acceptance of terms
By accessing and using the Chislehurst Pharmacy Group website, you agree to be bound by these terms and conditions. If you do not agree with any part of these terms, please do not use our website or services.
2. About our services
Chislehurst Pharmacy Group operates two GPhC-registered community pharmacies in South East London. We provide a range of NHS and private healthcare services including:
- NHS and private prescription dispensing
- Travel health consultations and vaccinations
- Private vaccinations (HPV, hepatitis, flu, and others)
- Weight loss consultations and GLP-1 medication services
- Vitamin B12 injections
- Hair loss treatment
- NHS Pharmacy First consultations
- Smoking cessation support
All clinical services are delivered by GPhC-registered pharmacists. Our services are subject to clinical suitability — our pharmacists reserve the right to decline or modify a service if it is not clinically appropriate for you.
3. Booking and appointments
Appointments can be booked through our online booking system or by contacting either branch directly. When you book an appointment:
- You agree to provide accurate personal and health information.
- Appointment times are subject to availability and may be rescheduled if necessary.
- We ask that you give at least 24 hours' notice if you need to cancel or reschedule.
- Repeated failure to attend booked appointments without notice may affect your ability to book future appointments online.
4. Payment
NHS services are provided free of charge where you are eligible. For private services:
- Prices are communicated before your appointment or during your consultation.
- Payment is due at the time of your appointment unless otherwise agreed.
- We accept debit and credit cards (Visa, Mastercard), Apple Pay, and Google Pay.
- Refunds for private services are considered on a case-by-case basis. Administered vaccinations and medications that have been dispensed cannot be refunded.
5. Your responsibilities
When using our services, you agree to:
- Provide accurate and complete information about your health, medications, allergies, and medical history.
- Inform us of any changes to your health that may affect treatment.
- Bring any required identification, prescriptions, or documentation to your appointment.
- Follow the advice and instructions provided by our pharmacists regarding your treatment.
- Treat our staff with courtesy and respect.
6. Clinical services disclaimer
Our pharmacist consultations are intended to complement, not replace, the care provided by your GP or hospital. Important points to note:
- Our pharmacists will assess your suitability for treatment during your consultation. Not all patients will be suitable for every service.
- If you are experiencing a medical emergency, call 999. For urgent but non-emergency health concerns, call 111.
- While our pharmacists are highly trained professionals, certain conditions require GP or specialist referral. We will always advise you if this is the case.
7. Website content
The information on our website is provided for general informational purposes only. While we make every effort to keep our content accurate and up to date:
- Website content does not constitute medical advice. Always consult a healthcare professional about your specific circumstances.
- We do not guarantee that all information is complete, accurate, or current at all times.
- Service availability, pricing, and opening hours are subject to change.
8. Intellectual property
All content on this website — including text, images, graphics, logos, and design — is the property of Chislehurst Pharmacy Group or its licensors and is protected by copyright law. You may not reproduce, distribute, or use any content without our prior written consent.
9. Limitation of liability
To the fullest extent permitted by law:
- We provide this website and its content on an "as is" basis.
- We are not liable for any indirect, incidental, or consequential loss arising from your use of this website.
- Our total liability for any claim arising from the use of this website shall not exceed the amount you have paid us for the relevant service, if any.
- Nothing in these terms excludes or limits our liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded by law.
10. Third-party links
Our website may contain links to external websites. We are not responsible for the content, privacy practices, or availability of these sites. Accessing third-party websites is at your own risk.
11. Changes to these terms
We may update these terms and conditions from time to time. Changes will be posted on this page with a revised date. Your continued use of our website after any changes constitutes acceptance of the updated terms.
12. Governing law
These terms are governed by and construed in accordance with the laws of England and Wales. Any disputes arising from these terms or your use of our website will be subject to the exclusive jurisdiction of the courts of England and Wales.
Our commitment
Chislehurst Pharmacy Group is committed to making our website and services accessible to everyone, regardless of ability or technology. We believe that accessible healthcare starts with accessible information.
We aim to conform to the Web Content Accessibility Guidelines (WCAG) 2.1 Level AA standard.
What we have done
We have taken the following steps to make our website as accessible as possible:
- Semantic HTML — our pages use proper heading hierarchy, landmarks, and ARIA attributes to help screen readers navigate content logically.
- Keyboard navigation — all interactive elements (links, buttons, forms) can be accessed and operated using a keyboard.
- Alt text — all meaningful images include descriptive alternative text.
- Colour contrast — text and interactive elements meet WCAG AA contrast ratios against their backgrounds.
- Responsive design — our website adapts to different screen sizes and works well on mobile devices, tablets, and desktop computers.
- Scalable text — text can be resized up to 200% without loss of content or functionality.
- Clear language — we write in plain British English and avoid unnecessary jargon wherever possible.
Known limitations
We recognise that some parts of our website may not yet fully meet accessibility standards:
- Embedded Google Maps — map embeds on our location pages are provided by Google and may not be fully accessible to all assistive technologies. Full addresses are always provided in text alongside the maps.
- Booking system — our appointment booking tool (Amelia) is a third-party application. While it is largely accessible, some interactions may present challenges for screen reader users. You can always book by phone as an alternative.
We are actively working to improve these areas and engage with our third-party providers to request accessibility improvements.
Need help?
If you experience any difficulty accessing our website or services, we want to hear from you. We will do our best to provide the information you need in an accessible format.
Email: support@chislehurstpharmacygroup.co.uk
Chislehurst Pharmacy: 020 8295 0017
Pond Pharmacy: 020 8467 3158
Accessibility at our pharmacies
Both of our branches are designed to be physically accessible:
- Ground-floor access with step-free entry
- Wide aisles suitable for wheelchair and pushchair access
- Hearing loop available — ask a member of staff
- Private consultation rooms for confidential discussions
- Our team is happy to assist anyone who needs additional support during their visit
Enforcement
If you are not satisfied with our response to an accessibility concern, you can contact the Equality Advisory Support Service (EASS):
