Terms & Conditions of Booking
Set out below are the terms on which Skintique Clinic provides service to its clients. Please ensure that you have read and fully understood them prior to booking any Skintique Clinic appointment. Thank you.
All therapists at Skintique Clinic are trained in accordance with the company’s treatment protocols and therefore Skintique Clinic does not guarantee continued treatment with a named therapist, although we will endeavour to keep you with one therapist throughout your treatment journey subject to, holidays, sickness and other events out of our control.
To secure an appointment with a Skintique Clinic therapist a deposit of £25 is required via a valid debit or credit card. This payment will be retained and offset against the balance of your treatment cost at the end of your final appointment subject to our cancellation and rescheduling policy. Or should no treatment be booked after your skin consultation the deposit will be used for payment of your consultation.
For an appointment with Doctor Hancock a deposit of £50 will be charged at the time of booking, in order to secure the appointment. This is redeemable against treatment only or should Dr Hancock decide that you are not suitable for treatment.
If after treatment, a follow up appointment is required by Dr Hancock, the £50 deposit will be held on account until after the follow up appointment when it will be refunded. Full payment for your treatment will also be required.
Treatment Suitability and your Expectations
We will always assess whether a treatment is suitable for you, or likely to be successful, prior to any treatment being carried out. If a treatment is not suitable or likely to be successful, we will explain the reasons why. If we feel a treatment is not suitable for you, we will not charge you for the consultation and your deposit will be refunded.
We will also not go ahead with a procedure if we feel that your expectations exceed the results that can be achieved through that treatment.
Cancellations, Rescheduling and No-show policy
We understand that sometimes, unexpected things crop up which mean you’re unable to attend your appointment. So, if you can’t make it, please give us at least 48 hours notice so that we can give your slot to someone else. Please contact us on 01162 700123 or 0788 434 8585.
We will need to know that you wish to cancel or rearrange your appointment at least 48 hours before your appointment is due.
Failure to cancel or rearrange 48 hours before your appointment may result in the loss of a treatment from your course if you do not have an appointment deposit on your account or the loss of your appointment deposit.
Should you forget about your appointment despite our reminder emails and sms messages your appointment deposit will be forfeited.
In the event of an appointment deposit being forfeited for late cancellation, late rescheduling or a no-show you will be required to pay the appointment deposit again before rebooking.
Please arrive for your appointment at least 15 minutes in advance so that all the necessary paperwork can be completed. It is advisable to complete your medical history form, which can be accessed by a link in your confirmation email and/or text confirmation beforehand to save time on the day and also so we can make sure that you are not contraindicated for your treatment.
Late arrival may result in reduced treatment time or forfeiting of the appointment deposit or a treatment from your course package. Skintique Clinic will endeavour to ensure that your appointment runs to time, however, should we need to cancel or postpone your appointment at short notice, we will make every effort to contact you in advance. We do not offer compensation if we have to cancel or reschedule your appointment.
Prior to your appointment we will inform you of any preparation required in advance of your treatment, this will usually be by separate emails. Failure to follow the guidelines may result in cancellation of your appointment, reduced treatment time, or additional fees being charged. It is therefore important that you provide a valid email address.
To Change or Cancel your Appointment
Please phone Skintique clinic and speak to a member of our team if you wish to change or cancel your appointment. Please note cancellations can only be made between 8:00 am to 8:00 pm Monday to Friday and on a Saturday from 8:00 am to 4:00pm. Out of hours messages will not be accepted.
Our clinic opening times are:
9.15am to 6.00pm – Monday, Wednesday, Thursday and Friday
9.15am to 8.00pm – Tuesday
9.00am to 3.00pm – Saturday
Our Clinic numbers are answered between 8am and 8pm Monday-Friday & 8am-4pm on a Saturday.
Clinic contact numbers as follows:
Main number 0116 2700 123
Mobile No. 0788 434 8585
Please note at times these numbers maybe diverted and therefore there will be a pause in connection.
All treatments purchased as a course must be paid for in full in advance of the first treatment unless you are paying by Gocardless. All treatment courses must be taken within 12 months of the date of purchase; any treatments left untaken after 12 months will expire and be forfeited with no refund.
Courses are non- refundable, however balances for outstanding treatments can be transferred to alternative treatments. Balances are calculated by deducting the full list price of all treatments already taken, plus any charges for non-attendance, late cancellation or late rescheduling, from monies paid and then the balance transferred to the clients clinic account. This will include any negative balances which the client will then be invoiced for.
Please also note we may recommend a change in your treatment programme during your course of treatments to meet your individual needs.
Additional terms and conditions for Gocardless prepay scheme.
Treatments or packages over the value of £350 can be paid for in instalments. A deposit of approximately 35% is taken at the time of booking your first treatment. Subsequent payments will be made by direct debit over an agreed period depending on the treatment length. Generally this will be 4 payments for Laser courses and 6 or 12 months for HydraFacial MD. The first direct debit to start on the 1st of the month after the treatment purchase.
Please note if on arrival for your appointment you are unsuitable for treatment due to being tanned in any way i.e. fake tan, sun beds and sun exposure patients who have:
Purchased a course of treatments will forfeit one of the treatments.
Purchased single laser treatments will be charged the full cost of the treatment.
Failure to follow pre-treatment advice
Please note we provide “pre treatment advice” by email at the time of booking (sent separately from your appointment confirmation). Failing to follow this advice and thus preventing the therapist from carrying out the treatment because you are now contraindicated will result in:
Forfeit one of the treatments in your course.
Single treatments will be charged at the full cost of the treatment.
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. You will only be liable for the cost of the initial consultation, where applicable.
Skintique 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.
It is the client’s responsibility to ensure that he or she provide Skintique Clinic with all relevant medical details prior to each treatment in advance. Skintique Clinic will not be liable for any damage that occurs as a result of the client’s failure to disclose such details.
The client agrees to comply with all instructions and/or recommendations given to them by, or on behalf of, Skintique Clinic regarding the care of a treated area.
Policy on Children
We regret that we are unable to allow children under the age 16 into any area of the clinic. Our clinic staff are neither trained nor insured to look after children.
Children are also not allowed in the treatment rooms at any time unless they are themselves are having treatment, when they must be accompanied by their consenting parent or carer.
Policy on Pets
We regret that we are unable to allow pets in the clinic for hygiene reasons.
Offers and Promotions
Discounts are not valid in conjunction with any other current offer/promotion and exclude consultations and treatments with Dr. Hancock.
All offers are subject to a full consultation and patient suitability.
All offers are subject to availability and Skintique Clinic reserves the right to withdraw offers at any time without notice.
When booking with a promotion or offer, please ensure the appointment with the clinic is before the offer expires. Any appointments attended after the expiry date cannot be discounted.
Offers and promotions sent via email or text are valid from the date the email was sent. Any booking made prior to the receipt of said promotional email cannot be discounted or claimed retrospectively.
When taking advantage of treatment offers patients must make their payment before the offer expires. If patient is using our pre-pay finance scheme they must start their payments before the offer expires.
Full payment of discounted treatments or courses at open evenings and red carpet events must be taken on the night, unless you opt for our easy prepay payment plan with Gocardless for treatment courses. Please see additional terms and conditions for Gocardless.
Laser Refer a Friend Scheme
Discount will only be applied to the refers account once the friend has paid in full. £25 only redeemable against courses.
purchased for must be provided. Please bring your gift voucher with you to your appointment. In selling a gift vouchers, Skintique Clinic retains the right to refuse treatment. In such case the original purchaser may have a full refund
Skintique 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 Skintique Clinic you are entitled to lodge a complaint.
The member of staff who initially receives the complaint will convey the details to the Clinic Manager.
Complaints of a non-medical nature will be handled in their entirety by the Clinic Manager.
If your complaint is treatment related the matter will be discussed with the relevant pract
If your complaint is a treatment related matter it will be discussed with the relevant practitioner and may require you to attend an additional consultation with that practitioner or an alternative member of the clinic’s medical team, including the Medical Director. The objective of this is to provide an explanation or a solution to your concerns. Skintique 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.
Further information on Skintique Clinics Complaints and Procedure policy can be found here
*Results and benefits can vary and are different for each individual client. Skintique Clinic can therefore not guarantee specific results.