• All patients are required to provide contact details; including address, telephone and email in order to secure an appointment.
• All clients will complete a Medical history form at their first appointment, this is necessary to inform the consultation and treatment planning process.
• All information will be treated as confidential and protected in accordance with Data Protection legislation
• 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 discouraged, 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 30 minutes. The Clinic will call the patient at the time agreed. A charge of (£50) is made, payable in advance.

Appointments

• You will be sent appointment reminders two days before your appointment, either by text or email.
• Please do NOT attend the clinic for an appointment if you are unwell.  If you are unsure, please call and discuss with the practitioner. Many treatments are contraindicated if you are unwell; this includes colds, cold sores or local skin infections.
• Routine review appointments are offered after treatment with Botulinum Toxin as a courtesy.  No additional treatment or ‘top up’ is provided free of charge, once the review period of 2-3 weeks has passed.
• New patients are seen for consultation and assessment; except in exceptional circumstances, with prior arrangement, we do not offer treatment on the first visit.
• Hyaluronidaise treatment cannot be performed without a prior assessment and test patch.

Cancellations

 Cancellations can be made by phone, email or in person, we ask for a minimum of 24hrs notice (working days) prior to your appointment. If an appointment is cancelled less than 24 hrs before your scheduled appointment, a further booking fee will be required to make a new booking. Repeated cancellations / rescheduling may result in a non-refundable deposit being taken to rebook. This deposit will be taken off the cost of treatment but not refunded if the appointment is cancelled or rescheduled.

Late Arrivals

We will always do our best to accommodate late arrivals, however there may be times when we are unable to do this. Late arrival may result in some treatment times being reduced, if you do think you will be late for your appointment please do let us know.

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.

Children will not be allowed to accompany you into the treatment rooms.

Payment

• You will be advised of the full costs of any treatment plan proposed and agreed, including that of any maintenance treatment, before any treatment is undertaken.
• Payment is taken, in full at the time of treatment.
• The clinic accepts cash, or major debit and credit cards.
• For (Sculptra®) treatment, a non-refundable deposit is taken at the time of booking, as the product will be prepared prior to your appointment
• A discretionary deposit will be taken for some treatments and in some circumstances

Refunds

Fees charged for treatment are for the delivery of a treatment and the accompanying service, which is inclusive of;

• Consultation and assessment
• Provision of information and advice
• Safe treatment with evidence based products
• Follow up appointments and aftercare advice and support as appropriate

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.

Skin care products are non-returnable/refundable

Treatment Courses

• Treatment courses are valid for 12 months from the date of the first appointment in the course.
• Incomplete treatment courses will not be refunded
• If patients decide not to complete a course of treatment, a credit note will be issued for the outstanding balance.
• Any treatments already received will be charged at the single session rate, and this amount will be deducted before the credit note is calculated
  • The credit note will be issued in the form of a clinic credit, equivalent to the remaining value of the course after deductions.
  • Clinic credit will be valid for 12 months

Complaints

If you have a complaint please advise us as soon as possible. An appointment will be made for you to be seen. A copy of our Complaints Policy is available on request. If we are unable to resolve your complaint to your satisfaction, we will undertake to refer you to an Independent, approved Alternative Dispute Resolution (ADR) Service and agree to co-operate and comply with any recommendations.

Feedback

Any feedback is much appreciated, both positive and negative. Feedback is used to review and improve quality of service.