Terms of service
1. General Information
All patients are required to provide accurate contact details, including full name, address, telephone number, and email address, in order to secure an appointment.
All patients will be asked to complete a medical history form at their first appointment. This is essential for safe consultation, treatment planning, and clinical decision-making.
All personal information is treated as strictly confidential and is processed in accordance with applicable Data Protection legislation.
We do not share patient information with third parties without prior written consent, unless required by law. You will not receive unsolicited communications from us and may unsubscribe from marketing communications at any time.
For full details on how your data is used, please refer to our Privacy Policy.
2. Appointments
Appointment reminders are sent via SMS or email the day prior to your scheduled visit as a courtesy.
Please do not attend the clinic if you are feeling unwell. If you are unsure whether you should attend, please contact the clinic to speak with a practitioner. Certain treatments cannot be performed if you are unwell, including but not limited to colds, cold sores, and active skin infections.
Routine review appointments following Botulinum Toxin treatments are offered as a courtesy. No additional treatment can be provided outside the designated review period of 2–3 weeks.
Certain treatments, including laser and IPL, require a prior consultation and assessment before treatment can proceed.
We reserve the right to decline treatment at our clinical discretion.
3. Pricing & Payment
All treatment plans, including any recommended maintenance treatments, will be clearly explained and agreed with you prior to commencement of treatment.
Full payment is required at the time of treatment.
We accept cash and major debit and credit cards.
4. Cancellation Policy
Appointments may be amended or cancelled at any time. However, we require a minimum of 24 hours’ notice.
Failure to attend an appointment (a “no-show”) or cancellation within 24 hours of the scheduled appointment time will result in a charge of 100% of the appointment fee. This charge will be taken using the payment details held on file.
5. Treatment Packages, Gift Cards & Prepaid Cards
All treatment packages, gift cards, and prepaid cards are valid for 12 months from the date of purchase unless otherwise stated. Expiry dates cannot be extended under any circumstances.
These products are non-refundable and cannot be exchanged for cash.
6. Gift Card Terms
Treatment Gift Cards are redeemable exclusively against treatments and appointments at our Notting Hill clinic only. They may also be redeemed against skincare products purchased in-clinic at our Notting Hill location. Treatment Gift Cards cannot be used for online skincare purchases or at Claridge’s.
Skincare Gift Cards are redeemable exclusively against skincare products and online purchases only and cannot be used towards treatments or appointments.
Treatment Gift Cards and Skincare Gift Cards are separate products and cannot be exchanged, transferred between categories, converted, or altered after purchase.
All gift cards are valid for 12 months from the date of purchase. Expiry dates cannot be extended under any circumstances.
Gift cards are non-refundable and cannot be redeemed for cash. Any remaining balance must be used within the validity period.
We reserve the right to refuse redemption where a gift card is used outside of its intended category or location.
Please ensure the correct gift card type is selected at the time of purchase, as we are unable to amend or exchange gift cards once purchased.
7. Children & Young Persons
We do not treat children under the age of 14.
Patients aged 14 to 18 must be accompanied by a parent or legal guardian.
For safety and safeguarding reasons, children are not permitted in treatment rooms and should not be brought into the clinic unless previously agreed. Please contact the clinic in advance if clarification is required.
We reserve the right to refuse entry where appropriate for safety, safeguarding, or operational reasons.
8. Conduct in Clinic
We kindly ask all clients to respect the calm and professional environment of the clinic.
Please refrain from bringing food or drinks in disposable containers into the clinic.
We maintain a zero-tolerance policy towards abusive, aggressive, or inappropriate behaviour towards staff or other clients.
We reserve the right to refuse treatment or request that a client leaves the premises if behaviour is deemed unsuitable.
9. Complaints
We are committed to providing a high standard of care and service.
If you have a concern, please contact the clinic by telephone or email so that we may address the issue directly.
Where appropriate, we may invite you to attend a further appointment so that your concern can be fully assessed, documented, and discussed.
If a concern cannot be resolved informally, our formal complaints procedure is available on request and/or published on our website and accessible at the clinic.
10. Events & Special Offers
All promotions, events, vouchers, and special offers are subject to specific terms and conditions, which will be clearly stated at the time of issue.
Event bookings are non-refundable. Cancellations made within 48 hours of the event are not eligible for a refund.