Clinic Terms & Conditions

Information

  • All patients are required to provide contact details; including address, telephone, and email to secure an appointment. Patients who appear under the age of 25 years will be asked for formal identification.

  • All patients will complete a medical history form at each 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.

Appointments

  • You will be sent appointment reminders upon booking and three 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 is provided 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.

  • Co2 laser treatment cannot be performed without a prior assessment and test patch.

  • All treatments are subject to assessment by the practitioner and will depend on your suitability for the treatment. We reserve the right to decline to treatment.

  • If you are more than 15 minutes late for your appointment, we may not be able to see you. This is because we aim to ensure that our services run smoothly.

Payment

  • A deposit of £50 is taken to secure an appointment and may be redeemed against treatment.
  • The deposit is not refundable or transferable if the appointment is cancelled/rescheduled with less than 48 hour’s notice. Deposits are necessary to mitigate against appointments made but not attended, which wastes precious diary time which someone else might have used.
  • Deposits can be redeemed against any treatment costs.
  • There is no obligation to proceed with treatments as suggested by our clinicians however if you do not the deposit will be used to cover their professional consultation and will not be returned to the customer.
  • 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 bank transfer or most major debit and credit cards.
  • An additional deposit will be taken for some treatments, namely treatments with the Cutera device where a £500 deposit is required to secure an appointment.
  • Treatment courses should ideally be paid in full prior to starting your treatment programme.
  • At the discretion of clinical staff, payment for high value packages which come with discounted rates may be split over first and second sessions to secure discounted package rate. In this circumstance payment should be made within seven days of treatment.
  • All treatment courses have an expiry date of 12 months from the date of purchase and must be redeemed prior to the expiry date or will be invalid unless you can provide a medical letter to support the extension of any treatment courses.

Cancellation

  • We require 48 hours’ notice to change or cancel an appointment to avoid your deposit being forfeited. This can be arranged by calling us on +44 (0) 7487319688. If you are unable to reach us for any reason, please send a message or email and we will respond as soon as possible.
  • Any bookings made within 48 hours of the appointment date and time are subject to the same terms as described above.

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 endeavour 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. Skincare products are non-returnable/refundable.

Children

We do not treat children or young adults under the age of 18.

  • Patients who appear under the age of 25 years will be asked for formal identification.

  • Please do not bring children to the clinic ( terms where exceptions are made) e.g. ‘unless they are old enough to be left unsupervised. Please call and check first, 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, this helps us identify areas for improvement and drives continuous improvements in our service. You can provide feedback by emailing drsabrina@pelleaesthetics.com.

If you have a complaint an acknowledgement letter/email will be sent to you within 2 days from the complaint. A timeline for receiving a response will be provided to the patient.

In the first instance please contact us either by telephone or email to let us know what your concerns are. 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.

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 or noise to a minimum.
  • 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.