Clinic Terms and Conditions

Information

• All patients are required to provide contact details; including address, telephone, and email to secure an appointment.
• All patients will complete a medical history form prior to or at their first appointment, to inform the consultation and treatment planning process.
• All information will be treated as confidential and protected in accordance with Data Protection legislation and GDPR in the UK.
• Patient information will not be shared with third parties without written permissions, and you will not receive unsolicited information from us.
• You may choose to remove yourself from our mailing list at any time by unsubscribing.

New Patient – Telephone Consultation

Whilst telephone consultations are not ideal, we acknowledge some circumstances when this service may be helpful; particularly for our patients who will be travelling long distance.
New patients seeking advice from a practitioner in a telephone discussion require a diary appointment of 15 minutes.
Patients must be ready to receive the call from the clinic at the time agreed, or call us at the clinic at the agreed time via the agreed method (e.g., Pabau video call, Zoom, or WhatsApp).
A charge of £25 is made, payable in advance. The £25 is for the telephone consultation only and is not refundable, transferable, or usable against a future treatment.

Appointments

• You will be sent appointment reminders two days before your appointment, either by text and/or email.
• Please do NOT attend the clinic for an appointment if you are unwell. If unsure, please contact us and discuss with the practitioner. Many treatments are contraindicated if you are unwell; this includes colds, cold sores, local skin infections, and some dental work.
• Routine review appointments of 15 minutes are offered after treatment with Botulinum Toxin as a courtesy. No additional treatment is provided once the review period of 2–3 weeks has passed. We do not offer “top-ups” but may provide review appointments for corrections, to be discussed at your initial treatment.
• New patients are seen for consultation and assessment; except in exceptional circumstances with prior arrangement, we do not offer treatment on the first visit.
• Laser treatment cannot be performed without a prior assessment and test patch, and each new treatment must have a patch test if you have not had a patch test or treatment within 6 months.
• We reserve the right to decline to treat.

Payment

• A £30 booking fee is required to secure a face-to-face appointment. This is not refundable and is not deducted from any treatments.
• The deposit is not refundable or transferable if the appointment is cancelled with less than 48 hours’ notice. Deposits help mitigate against unattended appointments which waste diary time.
• Patients will receive one free-of-charge consultation; subsequent consultations will be subject to a £30 fee which may be deducted against treatment costs.
• You will be advised of the full costs of any proposed and agreed treatment plan, including any maintenance treatment, before any treatment is undertaken.
• For single treatments, payment is taken in full (less any deposit paid previously) at the time of treatment. (A treatment deposit is not the same as a booking fee.)
• The clinic accepts cash, major debit and credit cards, and bank transfers.
• An additional deposit will be taken for some treatments and in some circumstances.
• Clinic packages and bespoke treatment protocols are available on multiple treatments and may attract discounts or offers depending on availability at the time of your consultation.
  Payments for packages/protocols are made in full on booking, or a 25% deposit is required on booking any package. Available packages will be discussed at/after your consultation and payment can be via card, BACS, Stripe, or PLIM
  (link).
  Please discuss with your practitioner.
• Package terms and conditions are available separately; if you purchase a package, these will be sent via email once you have had your consultation with your practitioner.

Cancellation

• Please provide as much notice as possible if you need to cancel or reschedule your appointment(s), so that we may make best use of our appointment diary.
• Deposits taken when your appointment is made are non-refundable in the event you cancel with less than 48 hours’ notice.

Refunds

Fees charged for treatment are for the delivery of a treatment and the accompanying service, which includes:

• Consultation and assessment
• Provision of information and advice
• Safe treatment with evidence-based products
• Follow-up appointments and aftercare advice/support as appropriate
• Nothing in these terms affects your statutory rights under the Consumer Rights Act 2015.
• All treatments are carried out in compliance with UK medical, professional, and safety standards.
• Marketing and pricing of packages are in line with Advertising Standards Authority (ASA) guidance.

Whilst we undertake to provide excellent service; factual, honest, and ethical advice; safe, expert treatment in experienced hands; and only the best products, we cannot guarantee your results and cannot offer refunds if the results achieved fail to meet your expectations.

All topical skincare products are non-returnable/non-refundable.

Children

• We do not treat children or young adults under the age of 18.
• Please do not bring children to the clinic unless they are old enough to be left unsupervised. Please call and check first; there are circumstances when we cannot staff reception and we reserve the right to decline for safety and security reasons.
• Children will not be allowed to accompany you into the treatment rooms.

Terms for Special Discounts/Offers and Vouchers

Terms vary with each offer—please read them carefully.

Feedback

We welcome feedback, including when your experience has been less than satisfactory, as it helps us identify areas for improvement and drives continuous improvements in our service.
You can provide feedback via email, written document or letter, face-to-face conversation, third-party reviews, or message.

If You Have a Complaint

• In the first instance, please contact us by telephone or email to let us know your concerns. If we can address these at the time, we will endeavour to do so.
• We may need to make an appointment for you to be seen so that we can properly assess and document, listen, and discuss.
• If your complaint cannot be managed informally, we will follow our formal complaints policy (available in reception on the corner unit). The document is accessible by request via letter or email and on our website.

Behaviour In and Outside the Clinic

• Please do not bring food or drinks in disposable containers into the clinic.
• Please observe the peaceful surroundings of the clinic and keep voices/noise to a minimum.
• We are based on a busy main road in the centre of town; we cannot help the noise from passing traffic and pedestrians. We apologise for any noise that we do not control.
• The clinic is a confidential space and we aim to always protect your privacy.
• We are a friendly and professional team here to ensure a positive experience for all our clients and visitors. Abusive or aggressive behaviour will not be tolerated.