Privacy Policy

1. Who we are

Zenora Spa Lahore (“Zenora”, “we”, “us”, “our”) is a licensed day spa and therapeutic massage centre operating from Garden Town & Gulberg, Lahore, Punjab, Pakistan. We are the data controller responsible for the personal information described in this policy.

2. Information we collect

We only collect information we actually need in order to arrange and deliver your appointment. That falls into four groups.

2.1 Information you give us directly

• Contact details — your name, mobile number and, if you provide it, your email address.
• Booking details — the treatment or package you want, your preferred day and time, number of guests, and any therapist preference (for example, a preferred branch).
• Notes you choose to share — areas of tension, pressure preferences, the occasion you are booking for, and any allergies or sensitivities you tell us about.
• Correspondence — the content of your WhatsApp messages, emails and phone enquiries with us.

2.2 Information collected automatically on this website

• IP address and approximate location (city level, used to confirm you are in our service area).
• Device and browser type, screen size, operating system and language.
• Pages viewed, time on page, scroll depth, and which buttons or links you tapped.
• The website, search or advertisement that brought you here, including Google Ads click identifiers such as gclid and UTM campaign parameters.

2.3 Information created when you visit us

• Your appointment history and treatment record.
• A brief wellness intake form completed on your first visit.
• Payment confirmation records. We do not store your full card number — card payments are processed on our card terminal by our bank, and we retain only the receipt reference.
• CCTV footage from public areas of our premises (reception, corridors, entrance and car park). There are no cameras in any treatment room, changing room or washroom.

2.4 Information we do not collect

• We do not knowingly collect information from anyone under 18.
• We do not buy contact lists or scrape contact details from third parties.
• We do not record telephone calls.

3. Why we use your information

We never sell your personal information. We do not rent, trade or otherwise disclose it for anyone else’s marketing purposes.

4. Our lawful basis

We process your personal information where:

• it is necessary to perform the service you asked for (arranging and delivering your appointment);
• you have given consent (for example, marketing messages or non-essential cookies), which you may withdraw at any time;
• it is necessary for our legitimate interests in operating a safe, lawful business and measuring our advertising, balanced against your privacy; or
• we are required to do so by applicable Pakistani law.

5. WhatsApp, calls and messaging

Most of our bookings are arranged over WhatsApp. When you tap a WhatsApp button on this website, a chat opens in your own WhatsApp application with a message pre-filled. Nothing is sent until you press send.

• Your message is transmitted through WhatsApp (Meta Platforms, Inc.) and is subject to WhatsApp’s own privacy terms in addition to this policy. Please review the WhatsApp Privacy Policy.
• We keep your booking-related WhatsApp conversation so that we have an accurate record of what was agreed, including the price quoted.
• We will only message you about your appointment, unless you have separately agreed to receive offers.
• You can ask us to stop messaging you at any time by replying STOP, and we will action it and confirm.

6. Cookies and similar technologies

Cookies are small files stored by your browser. We use a deliberately small number of them.

You can block or delete cookies at any time in your browser settings, and use your browser’s private browsing mode. Blocking analytics and advertising cookies will not affect your ability to browse this site or to book an appointment.

7. Google Ads, analytics and remarketing

We advertise on Google Search to reach people in Lahore who are looking for a massage centre or spa. To understand which ads actually lead to bookings, we use Google Ads conversion tracking, Google Analytics and Google Ads remarketing.

• Google may set cookies or use similar identifiers to recognise your browser and to record that a conversion took place.
• Third-party vendors, including Google, may show our advertisements on other websites you visit.
• The data we receive from Google is aggregated and does not identify you personally — we cannot see who you are from our advertising reports.
• You can opt out of personalised Google advertising at Google Ads Settings, and install the Google Analytics Opt-out Browser Add-on.
• Google’s use of information is described in the Google Privacy & Terms — How Google uses information from sites that use our services.

We do not use sensitive-interest or health-based advertising audiences, and we do not build advertising audiences from any health information you share with us.

8. Who we share information with

We share personal information only with the following, and only as much as is needed:

• Our own staff — the reception team who schedule your visit and the therapist delivering your treatment.
• WhatsApp / Meta Platforms, Inc. — as the channel carrying your messages.
• Google LLC — for website analytics and advertising measurement, as described above.
• Our website and email hosting providers — who store this site and our mailbox under contract.
• Our bank and card-payment processor — to take and reconcile payment.
• Our accountants and auditors — for tax and statutory reporting.
• Law enforcement, regulators or courts — only where we are legally required to do so, or where disclosure is necessary to protect someone’s safety.

Each of our service providers is required to keep your information confidential and to use it only for the purpose we engaged them for.

9. Health information

Because some treatments are not suitable for certain medical conditions, we ask about your health on your first visit. We treat this as sensitive information.

• It is provided voluntarily and used solely to keep your treatment safe.
• It is visible only to the reception team and the therapist treating you.
• It is never used for marketing, never used to build advertising audiences, and never shared with advertising platforms.
• You may ask us to correct or delete it at any time, subject to your safety and our record-keeping duties.

Please also read our Health Disclaimer.

10. How long we keep information

11. How we protect information

• This website is served over an encrypted HTTPS connection.
• Booking records are held in access-controlled systems; only staff who need access have it.
• Devices used by reception are password-protected and locked when unattended.
• Paper intake forms are kept in a locked cabinet and shredded at the end of their retention period.
• Staff sign a confidentiality undertaking as a condition of employment.

No method of transmission or storage is completely secure. While we take these measures seriously, we cannot guarantee absolute security, and you send information to us at your own risk. Please do not send us financial account details, passwords or copies of identity documents by WhatsApp or email.

12. Your rights and choices

You may ask us at any time to:

• Access — tell you what personal information we hold about you and provide a copy.
• Correct — fix anything inaccurate or incomplete.
• Delete — erase your information, where we are not legally required to keep it.
• Restrict or object — stop or limit a particular use, including advertising measurement.
• Withdraw consent — unsubscribe from marketing messages, with no effect on your ability to book.
• Complain — raise a concern about how we have handled your information.

Email privacy@zenoraspalahore.com or WhatsApp +92 304 858 8878. We respond within 30 days. We may ask you to confirm your identity before we act on a request, so that we do not disclose your information to the wrong person. There is no charge for making a request.

13. Children and age restriction

Our services and this website are intended for adults. Guests must be 18 years of age or older to book or receive a treatment, and we may ask for photo identification. We do not knowingly collect personal information from anyone under 18. If you believe a minor has given us information, contact us and we will delete it promptly.

14. International transfers

Some of our service providers — including Google and WhatsApp/Meta — process data on servers outside Pakistan. Where that happens, we rely on those providers’ contractual commitments and published safeguards to keep your information protected to a standard consistent with this policy.

15. Third-party links

This website links to third-party services such as Google Maps, WhatsApp, Facebook and Instagram. Once you leave our site, their own privacy policies apply and we are not responsible for their practices. We suggest reviewing the privacy policy of any site you visit from here.

16. Changes to this policy

We may update this policy to reflect changes in our services, technology or the law. The “Last updated” date at the top of this page always shows the current version. If we make a material change to how we use your information, we will highlight it prominently on this website. Continuing to use the site after a change means you accept the updated policy.

17. How to contact us

Zenora Spa Lahore
Garden Town & Gulberg
Lahore, Punjab, Pakistan

Privacy enquiries: privacy@zenoraspalahore.com
General enquiries: hello@zenoraspalahore.com
Phone / WhatsApp: +92 304 858 8878
Opening hours: Daily, 12:00 PM – 11:00 PM (PKT) — last appointment 11:00 PM

Related: Terms & Conditions · Booking & Cancellation Policy · Health Disclaimer