Clinic Policy

Non‑Surgical Clinic Terms and Conditions

1. Information We Collect and How We Use It

  • To book and administer appointments, you must provide accurate contact details (including your address, telephone number and email address).
  • You must complete a medical history form at your first appointment. This information is required to support safe consultation, clinical assessment and treatment planning.
  • We will treat your personal data and clinical information as confidential and process it in accordance with applicable data protection legislation.
  • We will not share your information with third parties without your written consent, unless we are required to do so by law or for safeguarding reasons.
  • You may opt out of marketing communications at any time by using the unsubscribe option or by contacting the clinic.

2. Appointments

  • We may send appointment reminders the day before your appointment by SMS and/or email.
  • If you need to cancel or reschedule, you must give as much notice as possible so that we can offer the appointment to another client.
  • We may require a deposit to secure a booking. Where taken, the deposit will be redeemed against the cost of treatment on attendance and is intended to help mitigate missed appointments.
  • You must not attend the clinic if you are unwell. If you are unsure, please contact us to discuss. Many treatments are contraindicated when you are unwell, including where you have cold symptoms, cold sores or localised skin infections.
  • A routine review following Botulinum Toxin treatment may be offered as a courtesy within the usual review window (typically 2–3 weeks). Any additional treatment outside that window, including ‘top ups’, will be chargeable.
  • New clients are normally seen for consultation and assessment only. Unless expressly agreed in advance, treatment is not provided at the first visit.

3. Children and Young People

We do not provide treatments to anyone under the age of 18.

Please do not bring children to the clinic unless they are old enough to remain unsupervised in the waiting area.

Children are not permitted in treatment rooms.

4. Fees and Payment

  • Before any treatment is carried out, we will confirm the fees for the proposed treatment plan (including any recommended maintenance treatments).
  • Unless otherwise agreed in writing, fees are payable in full at the time of treatment.
  • We accept cash and major debit and credit cards.
  • A deposit may be required for certain treatments and/or in certain circumstances.

5. Refunds and Outcomes

Fees charged for treatment relate to the provision of the treatment and associated professional services, which may include:

  • Consultation and clinical assessment
  • Provision of information, options and advice
  • Use of appropriate, evidence‑based products and techniques
  • Aftercare advice and, where appropriate, follow‑up support

While we aim to provide a high standard of care, honest advice and safe treatment using reputable products, individual results can vary. For this reason, we do not guarantee outcomes and we cannot offer refunds solely because the results achieved do not meet personal expectations.

Skin care products are non‑returnable and non‑refundable.

6. Complaints

If you wish to make a complaint, please inform us as soon as reasonably possible so that we can investigate and address the matter promptly.

We will arrange an appointment for you to be seen where appropriate. A copy of our Complaints Policy is available on request. If we are unable to resolve your complaint to your satisfaction, we will refer you to an independent, approved Alternative Dispute Resolution (ADR) provider and will cooperate with and comply with any recommendations.

7. Feedback

We welcome feedback (positive or negative) as it helps us review and improve our services. You may provide feedback in person, by email, via the clinic website, or via the Save Face website.