Privacy and Cookie Policy



NEAT NATION LTD (a company registered in England and Wales under company number 09243645 with its registered office at 39 Stanhope Gardens, London, United Kingdom SW7 5QY) (We, our or us) are committed to protecting and respecting your privacy. This policy (together with our

and the other documents referred to in them) explains how we collect, store and use personal data about you when you browse (our site), conduct a transaction on our site or otherwise provide your personal data to us.

NEAT NATION LTD is registered as a data controller with the Information Commissioner Office in the UK under registration number ZA123330. It is our intention to comply with the Data Protection Act 1998 (the Act).


Please read this Privacy and Cookie Policy carefully so that you understand our policies and procedures regarding your personal data and how we will treat it. By visiting and conducting transactions through it, you are agreeing to and consenting to our processing of your personal data in accordance with this Privacy and Cookie Policy. If you do not wish to consent to this Privacy and Cookie Policy then you must not continue to use our site or conduct transactions with us. We recommend that you print a copy of this for future reference.

We may change this Privacy and Cookie Policy at any time by amending this page. We will display the effective date of this Privacy and Cookie Policy at the top of this page and your continued use of our site after such effective date constitutes your agreement to such changes.

Please check this page from time to time to take notice of any changes we made, as they are binding on you from the date of such change.


There are stricter legal requirements for any processing by us of your "sensitive personal data", such as your personal data relating to:

  • racial or ethnic origin;
  • political opinions;
  • religious or similar beliefs;
  • trade union membership;
  • physical or mental health or condition;
  • sexual life; or
  • commission of or proceedings for any offence committed or alleged to have been committed by you.

Under the Act, any personal data supplied by you about your physical health conditions will be sensitive personal data.

When you conduct a transaction through our site which requires you to disclose any of your sensitive personal data to us, we will require you to explicitly consent to our processing of that data in accordance with this Privacy and Cookie Policy.


Your sensitive personal data will be used only for the following purposes:
  • to enable us to provide you with information and services appropriate to your interests and preferences; or
  • to enable contracted service providers to provide you with services relating to our communications with you.

We sometimes aggregate statistics about our customers and clients (members) to enable us to operate more effectively, but these statistics will not include information from which individuals can be identified.


You may give us information about you by:

  • filling in forms on our site;
  • corresponding with us; or
  • by phone, e-mail or otherwise.

This includes information you provide when:

  • you register to use our site;
  • subscribe to our services;
  • search for a product or service on our site;
  • place an order or book an appointment on or through our site;
  • participate in discussion boards or other social media functions on our site;
  • enter a competition or promotion; or
  • report a problem with our site to us.

The information you give us may include:

  • your name, address, e-mail address and phone number;
  • other location information (including postcode information);
  • your gender, home and work contact details, business title, date and place of birth, and nationality;
  • your treatment and transaction history information, including the freelance beauty therapists, hairdressers, make-up artists, nail technicians, lash & brow specialists, tanning experts, massage therapists, barbers and masseuses who provide the treatments to our members (the Neat Experts) you have used, date of appointments, services/treatments and goods you have ordered and arrival and departure times for appointments, special requests made, observations about your service preferences (including treatment preferences, amenities requested, facilities or any other services used);
  • online user accounts details, profile or password details;
  • information you provide regarding your marketing preferences or in the course of participating in surveys, contests or promotional offers;
  • contact and other relevant details concerning the employees of Neat Nation, freelance Neat Experts or vendors and other individuals with whom we do business;
  • additional contact information about you that we may obtain through third parties with whom we do business (e.g. Neat Experts or credit reference agencies or similar providers). For example, if we know your name and postal address, we may request your email address from a third party;
  • your financial and credit card information;
  • your personal description and preferences or photograph.

When you visit our site, we may automatically collect technical information, including:

  • the internet protocol (IP) address used to connect your computer or mobile device to the internet; and
  • your login information, browser type and version, time zone setting, browser plug-in types and versions, operating system and platform.

We may also collect information about your visit, including:

  • the full Uniform Resource Locators (URL) clickstream through and from our site (including date and time);
  • products or services that you viewed or searched for;
  • page response times;
  • download errors;
  • length of visits to certain pages;
  • page interaction information (such as scrolling, clicks, and mouse-overs); and
  • methods used to browse away from the page; and
  • any phone number used to call us.

We may also receive information about you from third parties we are working closely with including, for example:

  • business partners including the Neat Experts; and
  • sub-contractors in technical, payment and delivery services, advertising networks, analytics providers, search information providers, credit reference agencies.


By using our site or placing an order for products or services or booking an appointment through our site, you agree that your information may be used by us and be disclosed by us to third parties who are carefully selected by us including our Neat Experts for any of the following purposes:

  • to provide you with a personalised browsing experience when using our site;
  • to fulfil any contractual agreements between you and us (for example, when you place an order through our site or book an appointment with a Neat Expert);
  • to send you details (including by post, phone, e-mail or SMS) of other products and services which we think may interest you, and send you offers and promotions unless you inform us in writing that you do not want to receive these details;
  • to provide the services or goods that you request, such as to facilitate appointments, send a confirmation, send you a pre-arrival message and provide other information about the services and Neat Expert or service provider;
  • to access specific account information for administrative purposes and to keep you informed of your account status and activities;
  • to send you periodic customer satisfaction, market research or quality assurance surveys;
  • to service and manage your account and services preferences;
  • to understand your needs;
  • to learn about our markets and improve our products and services;
  • to protect our rights and property; and
  • to comply with legal and regulatory requirements.

In addition, we may disclose your personal data to third parties and we (or third parties acting on our behalf or our Neat Experts) may also store or process information that we collect about you in countries outside the European Economic Area, which may have lower standards of data protection.

The personal data that you provide to us for making an appointment with a Neat Expert is made available to the applicable Neat Expert for the purpose of meeting your request. After your service, we retain your personal data including details of your service and Neat Expert. Appointments booked with Neat Experts will have the details of the booking disclosed to the third party Neat Expert for the sole purpose of providing the requested goods and services.

We may also disclose your information to third parties in connection with the sale, transfer or disposal of our business, provided that they continue to use your information substantially in accordance with the terms of this Privacy and Cookie Policy.

You have the right to ask us not to process your personal data for marketing purposes.

We will usually inform you (before collecting your personal data) if we intend to use your personal data for such purposes or if we intend to disclose your information to any third party for such purposes by asking that you check certain boxes on forms we use to collect your data. You can also exercise your right to ask us not to process your personal data for marketing purposes at any time by contacting us at

Our site may, from time to time, contain links to and from the websites of our partner networks, advertisers, affiliates and Neat Experts. If you follow a link to any of these websites, please note that these websites have their own privacy policies and that we do not accept any responsibility or liability for these policies. Please check these policies before you submit any personal data to these websites.

We have put in place technical and organisational security measures designed to prevent the loss or unauthorised access of your personal information. However, whilst we have used our best efforts to ensure the security of your personal data, please be aware that we cannot guarantee the security of information transmitted over the internet.


An App may permit you to log in from, or connect with, social media services to which you belong so that it is easy for you to share your experiences and to see the experiences of others. If you sign up for services using your social media account, link your Neat Nation account to your social media account, or use certain other social media features, we may access information about you via that social media provider in accordance with the provider's policies.

The information collected from or about you by social media networks with which you connect the App is governed by the policies of those social media networks. Depending on the privacy settings of you and your friends, we may access information that you provide to a social media provider regarding your respective locations (Location Data) to provide you with relevant content.

You may always choose what personal information (if any) you wish to provide to us. If you choose not to provide certain details, however, some of your transactions with us may be impacted.

We use third party software to proactively initiate or offer online chat if we believe you would benefit from assistance. All information you enter via online chat may be associated to your email address and will be stored in our systems with any other information you provide and any transaction details.

You can access from a web-enabled mobile device to find a Neat Expert or make, view or cancel an appointment. If you have downloaded the application to your device such as a BlackBerry, iPad or iPhone these applications may allow you to select one touch authentication if you would like to have your Neat Nation account number and password remembered so that you do not need to enter them every time when you are using these devices to access


Our site uses cookies to distinguish you from other users of our site. This helps us to provide you with a good experience when you browse our site and also allows us to improve our site. A cookie is a small file of letters and numbers that we store on your browser or the hard drive of your computer or mobile device when you visit a website or use an app if you agree. Cookies contain information that is transferred to the computer's or mobile device's hard drive. Our Websites may receive and store certain information automatically based on your browser settings, which may include your browser type and operating system, unique device identifiers associated with mobiles devices, and sites visited before or after visiting our Websites. We use cookies, invisible pixels, local shared objects (i.e. persistent cookies) and web beacons to obtain information about our site users including the following cookies:

  • Strictly necessary cookies.

    These are cookies that are required for the operation of our site. They include, for example, cookies that enable you to log into secure areas of our site, use a shopping cart or make use of e-billing services.
  • Analytical/performance cookies.

    They allow us to recognise and count the number of visitors and to see how visitors move around our site when they are using it. This helps us to improve the way our site works, for example, by ensuring that users are finding what they are looking for easily.
  • Functionality cookies.

    These are used to recognise you when you return to our site. This enables us to personalise our content for you, greet you by name and remember your preferences (for example, your choice of language or region).
  • Targeting cookies.

    These cookies record your visit to our site, the pages you have visited and the links you have followed including unique IP addresses or device identifiers associated with mobiles devices, and sites visited before or after visiting our site. We will use this information to make our site and the advertising displayed on it more relevant to your interests. We may also share this information with third parties for this purpose.

You can block cookies by activating the setting on your browser or app that allows you to refuse the setting of all or some cookies. However, if you use your browser settings to block cookies (including essential cookies) you may not be able to access all or parts of our site or some features, services or activities that are available on our site may be adversely affected and you may be unable to perform certain transactions, use certain functionality, and access certain content.

Certain third parties may use cookies and/or other technologies to collect information about you and your device. These third parties may include analytics companies and our payments processor. Neat Nation does not control these third parties' technologies or how they may be used. If you have any questions about an advertisement or other targeted content, you should contact the responsible provider directly.


Our intention is that you should only receive email communications that will be useful to you and that you want to receive, so we provide you the ability to define and modify your mailing preferences online at any time including unsubscribing from all marketing communications, offers and promotions and research surveys. You can unsubscribe from any of our email programs by following the instructions in relation to opting out of future emails in any email you receive from us.

The Act gives you the right to access information held about you. Your right of access can be exercised in accordance with the Act. Any access request may be subject to a fee of £10 to meet our costs in providing you with details of the information we hold about you.


If you have any questions about how we collect, store and use your information, you may contact us by telephoning 020 3695 8737 or by e-mailing us at