TERMS AND CONDITIONS

Terms and Conditions as of 1 October 2023

Set out below are the terms on which Cornwall Skin Clinic provides services to its clients.

Please ensure that you have read and fully understood them prior to booking any Cornwall Skin Clinic treatment.

1. Appointments

i. All clients must complete their Consent to Ongoing Treatment Form and Societal Health Form prior to attending the clinic for all appointments.

ii. All clients should arrive for their appointment at least 5 minutes before the appointment start time in case any paperwork needs to be completed.

iii. Any client who is late to an appointment acknowledges that their treatment time may be reduced or the appointment may need to be forfeited if the client is more than 15 minutes late, but we will do our best to accommodate you.

iv. Any client who brings a child, under the age of 11, with them to an appointment must bring another adult with them. We are not insured to look after children and children can not be taken into the treatment rooms.

v. We do not permit pets within the Clinic with the exception of service animals.

vi. Every effort is made to ensure you are booked in with your preferred Practitioner but we cannot always guarantee this. All of our Practitioners are highly trained to undertake the treatments that they perform.

vii. Prior to your appointment we will inform you of any preparation required in advance of your treatment. Failure to follow the guidelines may result in the cancellation of your appointment, reduced treatment time, or additional fees being charged.

viii. Bookings are made on a first come first served basis.

ix. Results of treatments do vary from client to client and results are not guaranteed.

x. Social Media platforms such as Facebook and Instagram are not used for the purposes of making bookings, cancellations, reschedules or answering any booking enquiries.

2. Cancellation & Deposit Policy

Security Deposit

i. A £50 security deposit is required for all clients.

ii. Due to the increased demand for treatments and the growing number of ‘no shows’ and late cancellations the deposit will be forfeited for non-attendance at appointments and cancellations made within 48hrs. In both cases a new deposit will be required to be paid to cover future appointments.

iii. Bookings will not be confirmed until a deposit has been made. If there is a delay in making the deposit payment, your appointment slot may be offered to somebody else. Please note, a booking will not be held for you without a deposit on file. This is the charge for our time in clinic and our advice and expertise.

iv. For new clients if you go on to have a treatment in clinic the deposit can be deducted from the cost of your first treatment.

v. The deposit will remain on file until you attend your last visit with us.

vi. Deposits can be used for a different treatment offered at the Clinic. If a change is required to the treatment linked to the deposit then a minimum of 7-days’ notice in writing from the appointment date is needed.

vii. In all cases if you are deemed permanently unsuitable for the treatment on medical grounds it will be refunded or credited to your account.

Late Cancellation (less than 48hrs notice)

i.You are entitled to change your appointment date and or time free of charge up to 48 hours before the scheduled appointment time.

ii. Please be aware that our clinic can often be fully booked up to 2 months in advance and you should consider this if requesting any changes to your appointment dates and times.

iii. You will receive an appointment reminder 72 hours before your scheduled appointment and a second reminder 48 hours before via text message and email.

iv. Notification of a cancellation which gives less than 48 hours notice will be subject to penalties. The Clinic reserves the right to deduct the unattended treatment session from a pre-paid course of treatments, meaning that you will forfeit the session and no refunds will be given. Additional session(s) required to complete a course of treatment will incur additional costs to you. Your £50 deposit will be forfeited and a new deposit will be required to be paid to cover future appointments.

v. If you are paying for individual sessions the Clinic reserves the right to charge half or the full cost of the treatment session, at our discretion if you notify us that you are cancelling your appointment with less than 48hrs notice. Your £50 deposit will be forfeited and a new deposit will be required to be paid to cover future appointments.

vi. Please be aware that our clinic can often be fully booked up to 2 months in advance and you should consider this if requesting any changes to your appointment dates and times.

vii. You will receive an appointment reminder 72 hours before your scheduled appointment and a second reminder 48 hours before via text message and email.

Failing to attend an appointment  (no show)

Failing to attend an appointment for treatment (no show), without notice, will result in the deduction of a treatment session from a pre-paid course of treatment or in the case of a Pay as You Go session the Clinic reserves the right to charge the full cost of the treatment session. In both cases your £50 deposit will be forfeited and a new deposit will be required to be paid to cover future appointments.

Late Arrivals

i. We know that life can throw a curve ball which  can lead to delays, we are sympathetic to this.

ii. If you are running late to meet your appointment booking, please let the Clinic know by telephoning 01726 61425 in the first instance so that we can try and alter surrounding appointment bookings accordingly. If you are late, your appointment may be delayed further to accommodate later appointment bookings being seen on time.

iii. Any arrivals 15 minutes or more later than your booked appointment time will mean that your treatment time may be cut short and you may not receive the full treatment or you may need to be rescheduled. If the Clinic reschedules this will result in you losing your deposit. The Clinic reserves the right to deduct a treatment session from a pre-paid course of treatments or in the case of a Pay as You Go session to charge half or the full cost of the treatment session charge.

Appointments cancelled by the Clinic

i. Every effort is made to try to run the clinic appointments on time and efficiently, however there are always occasions when bookings run behind schedule due to factors beyond our control.

ii. If you are kept waiting, please understand that you will be seen as soon as possible.

iii. Should we need to cancel, or postpone your appointment for any reason, at short notice, we will make every effort to contact you in advance and assist you with finding similar appointment for the soonest available date possible.

3. Refunds

i. If you are permanently unable to complete a course of treatment due to medical reasons we would need to see a letter from the Doctor giving the reasons you cannot continue with treatment to consider a partial refund. We would not consider any refunds at all after 6 months from the purchase date.

ii. For any refunds there will be an admin fee of £50.

iii The Clinic does not give refunds for any products purchased or discounted or pre-paid treatment packages.

iv. Treatments and packages are not transferrable to other individuals or clinics.

4. Pre-Treatment

i. All clients must complete their Consent to Ongoing Treatment Form and Societal illness Form prior to all appointments.

ii. When having laser hair removal treatments all clients need to ensure they have shaved the areas to be lasered the night before their treatment. Shaving on the day of the treatment can cause irritation to the skin which may affect the efficacy of the session. If the areas to be lasered have not been shaved at all or not sufficiently for a safe treatment then treatment may be refused and security deposit forfeited.

iii. All clients should not consume alcohol 24 hours before or after your appointment. If you have consumed alcohol within this period, you must alert us as it may not be safe or recommended to proceed with your treatment.

iv. Clients must not wear makeup or moisturiser for any face treatments; moisturiser for body treatments or deodorant for underarm treatments.

v. For Health and Safety reasons, clients must wait at least 7 days after sun exposure before having laser hair removal.

5. Credit card details, deposits and payments

i. To secure an appointment with Cornwall Skin Clinic we request your card details at the time of booking, in order to take the £50 security deposit.

ii. For any Hydrafacial individual treatment, we take a £50 deposit which will be deducted from the balance of the treatment price.

iii. We reserve the right to amend prices on our website at any time and to withdraw any promotions we may be running.

iv. If we are running a promotion or an offer, further discounts are not applicable as deductions have already been made.

6. Courses of treatment

i. All treatments purchased as a course must be pre-paid for in full in advance of the first treatment.

ii. All treatments are only refundable for medical reasons whereby you are permanently prevented from continuing treatment due to a medical condition or prescribed medication . Any refund agreed is calculated by deducting the full list price of all treatments already taken, plus any charged for non-attendance, from the total price of the course of treatment, with the difference returned to you.

7. Treatment suitability

i. We will always assess whether treatment is suitable for you, or likely to be successful, prior to any treatment being carried out. If not, we will inform you as to the reasons why.

ii. It is the client’s responsibility to ensure that they provide Cornwall Skin Clinic with all the relevant medical details prior to each treatment.

iii. If you or a member of your household has symptoms of COVID-19 and/or tested positive for COVID-19 we request that you do not attend the clinic without confirmation that you have carried out a lateral flow test which was negative.

8. Marketing Campaigns

i. The Clinic would like to collect and process photos, video recordings, audio recordings and written testimonials from you for creating promotional material.

ii. This material may contain information about your medical diagnosis and treatment and would therefore be regarded as sensitive data. We are therefore required by law to obtain your explicit consent to enable us to process it.

iii. If you agree to participate in any marketing campaign we may be running, you will be required to sign a legal consent form confirming that you or the person named in the release agrees to the publication of the material that has been collected both now and in the future for promotional and informational purposes.

iv. You grant the Clinic the right to use the material on its website, social media accounts and in publications for use in its clinics and generally and to disclose the material to third parties and the media.

v. You understand and acknowledge that the Clinic has the right to edit, crop or collage the material with others and understand that the material may be transmitted over the internet.

vi. You agree that by signing the form, you release and forever discharge the Clinic, its agents, officers and employees, from any and all claims and demands arising out of or in connection with the use of the material, including but not limited to, any and all claims for invasion of privacy, defamation, or financial compensation and you waive all moral rights that you may have in the material.

9. Liability

i. Cornwall Skin Clinic will not be liable in contract, tort or otherwise for any economic loss (including, without limitation, loss of profit), or for any other special, indirect or consequential loss or damage arising out of, or in connection with, its provision of any goods and/or services to the client.

ii. Clients will be required to read and sign the Societal illness Form and Consent to Ongoing Treatment Form prior to treatment. We are unable to provide any treatment without your written consent.

iii. It is the client’s responsibility to ensure that he or she provide Cornwall Laser Clinic with all relevant medical details including changes to medication or health conditions which may have occurred prior to each treatment. Cornwall Skin Clinic will not be liable for any damage that occurs as a result of the client’s failure to disclose such details.

iv. The client agrees to comply with all instructions and/or recommendations given to them by, or on behalf of, Cornwall Skin Clinic regarding the care of a treated area. Nothing in these terms of business shall exclude or limit Cornwall Skin Clinic’s liability for death or any personal injury resulting from Cornwall Skin Clinic’s negligence.

10. Your right to complain

i. Cornwall Skin Clinic endeavours to treat all its clients appropriately, compassionately and fairly. If however, you have an issue with any matter in relation to your treatment at Cornwall Laser Clinic you are entitled to lodge a complaint, either in person, by telephone (01726 61425) or in writing (6 Biddick Court, St Austell, Cornwall PL25 5EW). If you require assistance with making your complaint, Cornwall Skin Clinic will be pleased to help and support you through the process. Please note complaints through our social media accounts are not monitored and must be lodged as set out above.

ii. The member of staff who initially receives the complaint will convey the details to the Company Director or their designated deputy. Where this cannot be resolved immediately, you will receive a letter within three working days to confirm that an investigation into the matter is underway and that a response will be made as soon as possible.

iii. If your complaint is treatment related the matter will be discussed with the relevant practitioner and may require you to attend an additional consultation with that practitioner. The objective of this is to provide an explanation or a solution to your concerns. Cornwall Skin Clinic aims to furnish you with a full written response within 20 working days or where this is not possible, an explanation as to the cause of the delay.

iv. Complainants who are not happy with the local resolution will have their complaint further reviewed within 20 working days and you will be provided with a final written response. If the investigation requires further time, you will be provided with an explanation as to the cause of the delay.

11. 30% discount for RNLI, NHS, Fire Service, Police, Armed Services, Blue Light Card Holders & Teachers

i. 30% discount applicable to a single treatment or course of treatments.

ii. Not to be used in conjunction with any other offer or promotion.

iii. Proof of employment required i.e. valid employment card/recent pay slip and valid photo identification if not on employment card or Blue Light Card in client’s name.

iv. Validation required at time treatment is purchased.

v. Offer available to new and existing clients.

vi. Discount can not be applied retrospectively should you join one of the above organisations or become eligible for the discount part way through a pre-paid course of treatment.

12. 20% discount for students

i. Not to be used in conjunction with any other offer or promotion.

ii. Discount applicable to a single treatment or course of treatments.

iii. Offer is subject to full consultation and patient suitability for treatment.

iv. Validation required at time treatment is purchased.

vi. Valid TOTUM (formerly NUS extra) card to be shown when purchasing treatment.

vii. Discount can not be applied retrospectively should you become eligible for the discount part way through a pre-paid course of treatment.

viii. Cornwall Skin Clinic reserves the right to withdraw this offer at any time.

13. 50% discount for those affected by PCOS

i. 50% discount applicable to a single treatment or course of treatments.

ii. Not to be used in conjunction with any other offer or promotion.

iii. Proof of PCOS may be required i.e. letter from GP, Hospital Consultant or other medical practitioner.

iv. Validation required when treatment purchased.

v. Offer available to new and existing clients.

14. 50% discount for Transgender Clients

i. 50% discount applicable to a single treatment or course of treatments.

ii. Not to be used in conjunction with any other offer or promotion.

iii. Offer available to new and existing clients.

15. PCOS and Transgender 12 month subscription schemes 

i. Once signed up to either subscription, clients are required to have one treatment a month. Any missed appointments, cannot be carried over onto any following months.

ii. Members of either subscription are entitled to a 15% discount on selected products and upto 25% discount on skin treatments at the Clinic for the duration of their subscription.

iii. If clients would like to make any changes to their subscription appointment, they must provide a minimum of 48hrs notice before their appointment. Should your appointment need to be rearranged, it will still be required for the appointment to take place in that relevant month.

iv. Our payment scheme is offered through the third party Go Cardless. You are also subject to Go Cardless’ terms and conditions should you sign up to the subscription using this option. Information regarding Go Cardless’ terms and conditions can be found here – https://gocardless.com/legal/. It is mandatory for sufficient funds to be in your chosen account for payment to be successfully processed monthly.

v. Results of treatments do vary on a client-to-client basis.

vi. If you are advised by a GMC Registered Doctor to terminate your subscription, we cannot guarantee that you will not be entitled to have your subscription payments immediately stopped. We will review this on a case-by-case basis and decide accordingly. The Clinic’s decision will be based on the specific medical concern and the advice offered from the Doctor.

vii. The subscription is a 12 month subscription service which cannot be terminated sooner than 12 months from starting date. If you do need to terminate the subscription sooner than the 12 month period and this has been approved by the Clinic, there will be a requirement to repay any discounts received on treatments and products during the duration of the subscription membership.

16. Refer a Friend Scheme

i. We offer a £50 referral bonus to existing clients and any friend they may refer to us.

ii. The friend that has been referred to the clinic must provide the existing client’s name in their consultation form as being the person that referred them to the clinic.

iii. The new client must spend a minimum of £200 for the referral to be eligible under the scheme.

iv. The £50 can be deducted from a treatment or can be refunded off of a package of sessions that has already been prepaid.

v. We do not guarantee that we will investigate every referral and so both parties should contact us about the scheme if they think they are eligible under it.

vi. We reserve the right to suspend, terminate or change the terms of this Scheme at any time.