Privacy Policy

Last updated: 2 June 2026

1. About this policy

This Privacy Notice explains how FELLA LIMITED (“FELLA”, “we”, “us” or “our”) collects, uses, shares and protects personal information.

It applies when you:

• visit www.fellahair.com;

• contact us;

• subscribe to our updates;

• book or manage an appointment;

• visit one of our locations; or

• otherwise interact with us.

This notice does not replace the privacy policies of external services that you choose to use, including the Squire appointment-booking platform.

2. Who we are

FELLA LIMITED is the controller responsible for the personal information described in this notice unless stated otherwise.

Our details are:

FELLA LIMITED
Company number: 09127741
Registered office: 19 The Borough, Canterbury, Kent, CT1 2DR
Email: hello@fellahair.com

3. Personal information that we may collect

The personal information that we collect depends on how you interact with us.

Information that you provide directly

We may collect:

• your name;

• your email address;

• your telephone number;

• the content of your enquiries, feedback or correspondence;

• your newsletter or marketing preferences;

• information provided when you make a complaint; and

• any other information that you choose to provide.

Please do not provide sensitive personal information unless it is necessary.

Appointment and customer information

If you book or manage an appointment through Squire, we may receive or access information through our Squire business account, such as:

• your name;

• your contact details;

• appointment dates and times;

• the FELLA location selected;

• the team member and service selected;

• appointment history;

• cancellation, amendment or no-show information;

• relevant customer-service notes;

• transaction or payment-status information made available through the booking platform; and

• your communication preferences.

Squire operates the external booking platform. FELLA does not collect or store your full payment-card details through the FELLA website.

Information collected automatically

When you visit our website, we may collect technical and usage information, depending on the technologies used and your cookie preferences, such as:

• your IP address;

• your browser type and version;

• your device type;

• your operating system;

• the pages that you view;

• the links that you select;

• the date and time of your visit;

• referring website information; and

• your cookie-consent preferences.

Please read our Cookie Policy for further information.

4. How we use personal information

We use personal information only where we have a lawful basis for doing so.

Responding to enquiries, messages and feedback

Types of information used:
Contact details and correspondence

Lawful basis:
Our legitimate interests in responding to enquiries and communicating with customers, or taking steps requested by you before entering into a contract.

Managing appointments and providing services

Types of information used:
Contact details, booking details, appointment history and relevant notes

Lawful basis:
Performance of a contract or taking steps requested by you before entering into a contract.

Handling cancellations, amendments, complaints and service issues

Types of information used:
Contact details, booking details and correspondence

Lawful basis:
Performance of a contract, compliance with legal obligations and our legitimate interests in resolving issues.

Maintaining appropriate financial and business records

Types of information used:
Appointment and transaction records where relevant

Lawful basis:
Compliance with legal obligations and our legitimate interests in administering our business.

Protecting our website, systems and business

Types of information used:
Technical, security and usage information

Lawful basis:
Our legitimate interests in maintaining security, preventing misuse and protecting our business.

Sending marketing emails and updates

Types of information used:
Name, email address and marketing preferences

Lawful basis:
Your consent or, where the law permits, the electronic-marketing soft opt-in.

Measuring and improving our website where optional analytics are enabled

Types of information used:
Website-usage and cookie information

Lawful basis:
Your consent, unless a specific legal exemption applies.

Establishing, exercising or defending legal claims

Types of information used:
Relevant records and correspondence

Lawful basis:
Our legitimate interests and, where applicable, compliance with legal obligations.

Where we rely on legitimate interests, we consider whether the use of your information is necessary and balanced against your rights and interests.

5. Marketing communications

We may send you marketing emails if:

• you have asked to receive them;

• you have actively opted in; or

• the electronic-marketing soft opt-in applies and the law allows us to contact you about similar services.

You can unsubscribe at any time by:

• using the unsubscribe link in a marketing email; or

• contacting us at hello@fellahair.com.

Unsubscribing from marketing does not prevent us from sending essential communications relating to an appointment or a service that you have requested.

6. Squire appointment-booking platform

Our website links to the external Squire appointment-booking platform.

Where Squire processes information on our behalf in connection with appointment management, Squire acts as a service provider processing information for us.

Squire may also collect and process certain personal information for its own purposes when you use its website, app or services. Its own privacy policy, cookie policy and terms may apply.

Please review Squire’s legal information when using its platform:

• SQUIRE PRIVACY POLICY

• SQUIRE COOKIE POLICY

• SQUIRE TERMS OF SERVICE

7. Sharing personal information

We may share personal information where reasonably necessary with:

• Squire, as our external appointment-booking platform provider;

• Squarespace, as our website platform provider;

• website-hosting, email, IT-support, security and maintenance providers;

• newsletter and email-marketing providers, where used;

• analytics providers, where optional analytics technologies are enabled;

• professional advisers, such as accountants, solicitors and insurers;

• regulators, courts, law-enforcement agencies or public authorities where required or permitted by law; and

• a purchaser, prospective purchaser or successor if we sell, transfer or restructure all or part of our business.

We do not sell personal information.

Where a supplier processes personal information on our behalf, we require it to handle the information appropriately and only for authorised purposes.

8. International transfers

Some of our technology providers, including Squire and Squarespace, may process personal information outside the United Kingdom.

Where required, we take steps to ensure that international transfers are protected by an appropriate legal mechanism, such as:

• an adequacy regulation;

• contractual safeguards;

• the UK International Data Transfer Agreement; or

• the UK Addendum to approved Standard Contractual Clauses.

You can contact us for further information about safeguards relevant to your personal information.

9. How long we keep personal information

We keep personal information only for as long as reasonably necessary for the purpose for which it was collected, including legal, accounting and dispute-resolution requirements.

Our typical retention periods are:

General enquiries and routine correspondence
Up to 24 months after the enquiry has been resolved, unless there is a reason to retain it for longer.

Appointment and customer-service records
For as long as reasonably necessary to manage the customer relationship and address service issues.

Transaction and accounting records (where applicable)
Up to 6 years after the end of the relevant financial year, where required for tax, accounting or legal purposes.

Marketing subscription information
Until you unsubscribe or we determine that the information is no longer required.

Marketing suppression records
For as long as reasonably necessary to ensure that we respect your opt-out request.

Complaint records
Up to 6 years after the complaint has been closed where reasonably necessary.

Cookie-consent information and website analytics
According to the durations shown in our Cookie Policy.

We may retain information for longer where required by law or where reasonably necessary to establish, exercise or defend legal claims.

10. Security

We use appropriate technical and organisational measures designed to protect personal information against unauthorised access, loss, misuse, alteration and disclosure.

However, no internet-based service is completely secure. Please take appropriate care when sending information online.

11. Your rights

Depending on the circumstances, you may have the right to:

• ask for access to your personal information;

• ask us to correct inaccurate or incomplete information;

• ask us to delete your personal information;

• ask us to restrict how we use your information;

• object to certain uses of your information;

• ask us to transfer information that you have provided in a structured, commonly used and machine-readable format;

• withdraw your consent where we rely on consent; and

• complain about how we use your personal information.

These rights are subject to legal conditions and exemptions.

To exercise a right, email hello@fellahair.com. We may need to ask for information to confirm your identity.

12. Data-protection complaints

If you have concerns about how we use your personal information, please email hello@fellahair.com with the subject line:

Data Protection Complaint

Please include enough information to help us understand your concern and identify the relevant interaction or personal information.

We will:

• provide a way for you to submit a complaint electronically;

• acknowledge receipt of your complaint within 30 days;

• take appropriate steps to investigate the complaint;

• respond without undue delay; and

• tell you the outcome of our investigation.

You also have the right to raise a concern with the Information Commissioner’s Office (“ICO”), the UK data-protection regulator.

Further information is available through the ICO website.

13. Children

Our website is not directed at children and we do not knowingly collect personal information from children through the website.

If you believe that a child has provided personal information to us, please contact us.

14. External websites

Our website may link to external websites, apps and services.

We do not control the privacy practices of external providers. Please read their privacy policies before providing personal information.

15. Changes to this notice

We may update this Privacy Notice from time to time.

The latest version will be published on this page with its effective date.

16. Contact us

For questions about this Privacy Notice or our use of personal information, contact:

FELLA LIMITED
19 The Borough
Canterbury
Kent
CT1 2DR

Email: hello@fellahair.com