Set out below are the terms on which SWB solutions (Company number 14577067) operating as The Aesthetics Lab provides services to its clients. please ensure you have read and fully understand these terms prior to booking your appointment with The Aesthetics Hub.
Appointments
Appointments can be made via text, phone, email, or via social media channels. Your appointment will be confirmed by email/text and an appointment reminder email is sent 72 hours (as well as an SMS 48 hours before) before your appointment. If you do not receive these confirmations/reminders, please let us know immediately so we can look into the issue. We cannot be held responsible if these reminders are not received and you do not attend your scheduled appointment.
New clients should arrive 10 minutes before their appointment to complete registration documentation. Returning clients should arrive 5 minutes before their appointment to ensure that their treatment can start on time.
Although it will always be a priority, The Aesthetics Lab cannot guarantee that all treatments are performed by the same practitioner.
The Aesthetics Lab aims to run the clinic efficiently with appointments on time, there may be occasions when the clinic is running behind schedule. Your practitioner will ensure that you are seen as soon as possible in this instance.
Card Details
Your card details will be required for all bookings. Your details are held securely and protected by Stripe, one of the worlds largest payment providers. Card details are not visible or accessible to us.
Finance
If you decide to finance your treatment or package through klarna or clear pay you have the right to withdraw from the treatment providing your treatment or course has not yet started. If treatment or course has already commenced, this will need to be raised as a dispute. This can either be done through your finance provider. Or with the Aesthetics lab directly.
Cancellation, failing to attend or rescheduling
The cancellation policy is in place as a courtesy to both our practitioners and other patients. Giving notice will enable us to reschedule your treatment to a more convenient time and also allows us to free up time for other clients waiting to book their appointment. We understand things may happen and sometimes appointments have to be cancelled or rescheduled, therefore we require at least 48 hours’ notice to cancel or reschedule your appointment.
Cancellations within 48 hours and appointment “no shows” will result in your deposit being held as a booking fee, if your booking is for a treatment that requires a prescription £100 will be charged for prescribed items.
Late arrival resulting in your treatment being cancelled or re-booked will also result in the £25 late cancellation charge.
In these circumstances, you agree to us taking this from your deposit. If for any reason a deposit has not been paid, you agree to us requesting payment via payment link on a daily basis without notice until the payment has been made. No further treatments or purchases can be made until outstanding charges have been paid. In the case of appointments that form part of a course of treatment, one treatment will be deducted from the remaining number of treatments.
Feeling under the weather
Please do not attend your appointment if you are unwell; many treatments are contraindicated for example if you have been started on a short course of antibiotics or steroids or you have a cold, fever, cold sore, infection including local skin infections. If in doubt, please contact The Aesthetics Lab and we can advise.
Clinic appointment changes
Appointments may occasionally have to be rescheduled by the clinic at short notice should any emergencies or equipment failures occur. We aim to be as flexible as possible when booking appointments. In the highly unlikely instance that we do need to alter appointments The Aesthetics Lab will not be liable for consequential loss due to the necessity for patients to alter their arrangements.
Late Arrivals
If you are running late for your appointment you must notify the clinic as soon as possible (if safe to do so) In such circumstances The Aesthetics Lab cannot guarantee that your treatment will be performed on that day and reserves the right to alter the order of appointments for the remaining clinic session, thereby possibly delaying your appointment, or alternatively reschedule your appointment to another date and time. Late arrivals may not receive a complete treatment – The Aesthetics Lab staff will always do their best to provide full treatment but cannot keep other patients waiting. Lateness of 15 minutes or more will require rescheduling your appointment to another day and the late cancellation fee will be charged.
Consultations
At The Aesthetics Lab we want you to get the most out of your treatment and achieve the best results. In order to fully assess your suitability and devise an appropriate treatment plan all new patients and those patients starting a new treatment journey are required to have a consultation. This will take place on a different day to treatment to allow a cooling off period for you to absorb all the information provided, ask any further questions and decide whether you would like to go ahead. The consultation is usually around 25 minutes.
Refusal of treatment
The Aesthetics Lab has the right to refuse you treatment without reservation. If you do not advise us of any medical conditions or changes during your consultation or prior to treatment that may hinder you from having the treatment we reserve the right to refuse treatment to you and charge you fully for the cancellation. This may be the booking fee or the full cost of treatment. We will always assess whether a treatment is suitable for you or likely to be successful prior to any treatment. If we deem the treatment unsuitable for you, we will inform you as to the reasons why either face-to-face or via email.
Treatments requiring prescriptions
Some treatments we provide require prescriptions. Prescriptions can only be used for the named patient who they were prescribed for, therefore the booking fee for these appointments cannot be refunded if you cancel your appointment after the prescription has been dispensed by the pharmacy to The Aesthetics Lab. A cooling off period following consultation is given to allow you time to ensure you are making the right decision. Prescriptions are usually submitted 24 hours after consultation.
Comfort and Safety
The Aesthetics Lab operates a strict no smoking policy within the building. This includes Vapes
Noise levels should be kept to a minimum.
Mobile phones must be switched off or put on silent whilst in the clinic.
Under 18’s, plus ones and dogs
Any patient who is having a treatment and brings a child under 18 years old with them must also be accompanied by another adult to chaperone whilst the patient is having their treatment. Children will be unable to accompany you into the treatment room.
If you require a chaperone to accompany you to your appointment, please let us know in advance. Dogs or any other animals are strictly not allowed into the clinic due to health and safety.
Consultation Forms and Medical Questionnaires
All our treatments require us to hold information regarding our patients’ personal details including medical information. This information remains confidential under our NMC code of conduct and is stored as per the ICO guidelines. No information will ever be sold to third parties or divulged externally. As part of your treatment you will be required to complete a medical questionnaire and report any changes at future appointments, we will ask many questions about your medical history and current medical status including some lifestyle questions. It is your responsibility to disclose all information required and The Aesthetics Lab will not be held responsible for any undisclosed information.
Payment terms
All treatments must be paid for in advance or at the time of treatment. Accepted payment methods include BACS, online payment, debit or credit card payment or cash. (Cheques are not accepted).
Treatment Courses
All packages are to be paid in full before treatment commences. All packages and treatments once’s started are non-refundable but transferable. Expired treatment courses cannot be credited or refunded.
Aftercare
On acceptance of the treatment in conjunction with signing your consent form and reading these terms and conditions, you as the patient are committing to agree to follow the aftercare instructions for the treatment you are having. These after care instructions will be explained to you at the time of your appointment and a copy will be sent via email after your appointment has ended.
Patient Satisfaction and your right to complain
The Aesthetics Lab endeavour to treat all clients appropriately, compassionately and fairly. We aim to exceed all patient expectations and provide a first-class service and enjoyable experience however we recognise things don’t always go to plan. We welcome and appreciate all feedback whether positive or negative as this allows us to improve our service for you. If you need to discuss a concern regarding a treatment at The Aesthetics Lab you are advised to notify us immediately in person, telephone or in writing and you will be invited to attend a review appointment. If you require assistance The Aesthetics lab will be pleased to help and support you through this process. A copy of our complaints policy is available on request.
Treatment Refunds
The Aesthetics lab aim to provide an excellent service, factual, honest and ethical advice, safe expert treatment in experienced hands and using the best products, however we cannot guarantee results and cannot offer refunds if the results achieved fail to meet your expectations. Due to the nature of aesthetic treatments results may vary from person to person. Factors such as lifestyle, medical history and age can affect your results and the longevity of results.
The Aesthetics lab 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 patient.
Fees charged for treatments include the delivery of a treatment and the accompanying service, which includes consultation and assessment, provision of information and advice, safe treatment with evidence-based products, follow up appointments and aftercare advice and support as appropriate.
Promotions and Pricing
Promotional offers are not to be used in conjunction with any other offers unless specifically stated.
All treatments, products and offers are subject to availability.
Prices can change at any time without notice.
In the event of pricing errors, The Aesthetics Lab reserves the right to not proceed with the sale.
Gift Vouchers
Gift vouchers are not redeemable for cash. They are valid for 12 months from the date of purchase. Gift vouchers are redeemable only against products and services. If change is required, you will be given credit onto your patient record to be redeemed at your next visit.
Refer a friend
For every friend or family member you refer you will receive £20 treatment credit on your patient record and your referral will receive £20 off their first treatment. Once your referral has completed their treatment and paid their invoice you will receive the credit onto your account. This can be spent on any of our treatments. Your free credit cannot be used towards any special offer, packages or gift cards. Your credit is non-transferrable to anyone else.
How to contact us
Should you have any complaints or concern regarding our clinic terms and conditions please don’t hesitate to contact us on info@theaestheticlabs.co.uk
