TERMS & CONDITIONS

Introduction

These terms and conditions ("Terms") govern the use of services provided by the The Face Lab Ltd, including consultations, aesthetic treatments, and related services. By booking an appointment, receiving a consultation, or undergoing treatment, you agree to abide by these Terms. If you have any questions or concerns regarding these Terms, please contact us prior to booking or receiving treatment.

Consultations

To help ensure the safety of our patients’, we recommend that all new patients attend an initial consultation with one of our qualified practitioners prior to any treatment. During this initial consultation, we will assess your suitability for treatment, discuss potential outcomes, and inform you of any risks and aftercare instructions. No treatment will be carried out without prior informed consent from the patient. Consultation fees are non-refundable but fully redeemable against treatments performed within 12 months. If patients are deemed unsuitable for treatment due to medical reasons, Consultation fees may be refunded at the discretion of the Clinician.

Bookings and Cancellations

Appointments must be scheduled in advance by phone, email, or the online booking system. Bookings will be confirmed via your preferred communication method. A minimum of 48 hours' notice is required to cancel or reschedule an appointment. Patients who cancel, reschedule or fail to attend their appointment with less than 48 hours’ notice will automatically forfeit any deposit or Consultation fee paid. Persistent no-shows may result in future booking restrictions.

Deposits and Payments

All appointments at The Face Lab Ltd require a deposit to secure the booking. If patients are deemed unsuitable for treatment due to medical reasons, deposits may be refunded at the discretion of the clinician. If an appointment slot is being reserved for a patient, they are given a grace period of 48-hours to pay their deposit before the slot is released. If the appointment is within 48 hours, deposits must be paid at the time of booking. All treatments must be paid in full on the day of treatment. All prices are subject to change without notice; however, the price quoted at the time of booking will be honoured for that course of treatments. Cash, major debit/credit cards, and bank transfers will be accepted.

Packages

Treatment packages (courses of treatments) require full payment upfront and are valid for 12 months. Any courses of treatments not taken within 12 months from the date of purchase will be forfeited. Clients who choose to cancel mid-treatment may not be entitled to a full refund for unused sessions, unless you are deemed medically unsuitable by the clinician. In the event a refund is valid, the remaining value of your package will be calculated by the clinic.

Late Arrivals

Consultation/Treatment may not be carried out if you are more than 10 minutes late for your appointment. Please notify the Clinic if you are running late and we will do our best to accommodate however we cannot guarantee.

Liability

It is the patient’s responsibility to ensure that he or she provide the clinic with all relevant medical details prior to each treatment. This includes disclosing any medical conditions, allergies, medications or past procedures that may affect the outcome of the treatment. It is the patient’s responsibility to inform The Face Lab Ltd of any changes to their health, medication or medical history between treatments. The Face Lab Ltd will not be liable for any damage or complication that occurs as a result of the patient’s failure to disclose such details.

Aftercare

Each treatment comes with specific aftercare instructions, which will be provided at the end of the procedure. It is the patient’s responsibility to follow these instructions to ensure optimal results and reduce the risk of complications. Failure to follow aftercare instructions may result in undesirable outcomes or complications, for which The Face Lab Ltd cannot be held liable. In cases of doubt, patients should contact The Face Lab Ltd for advice.

Refunds

Refunds will not be offered for treatments that have been provided in good faith where the patient is dissatisfied with the outcome or if the patient has had an adverse reaction to treatment. We encourage patients to discuss their concerns during follow-up appointments, where we will explore any potential adjustments. For pre-paid packages, refunds on unused sessions will be considered on a case-by-case basis depending on the reason for discontinuation and timing of the request. If a refund is valid, it is subject to an administration fee of 30% of the amount paid.

Children and Pets

In accordance to professional registration, strictly no children under the age of 18 or pets are permitted in the clinic.

Complaints and Feedback

The Face Lab Ltd endeavours to treat all its patients fairly and compassionately. We value feedback from our patients and use it to continually improve the care and service provided. If you are happy with your experience, we welcome your positive feedback.

If you have an issue with any matter in relation to your treatment or experience you are entitled to lodge a complaint, either in person, by telephone or by email. A formal Complaints Procedure is in place and all complaints are taken seriously, investigated thoroughly, and responded to within set timeframes. Formal complaints must be submitted in writing or by email. Your complaint will be acknowledged within 3 working days and we will do our best to resolve your complaint locally within 28 days. A full written response will be provided within 20 working days. If we need more time, we will let you know and give you an estimated timeframe for our response. Should you remain unhappy with the final response or investigation you may be able to refer your matter to an external independent body: HSCAMP (Health and Social Care Complaint Adjudication Management Partners - independent complaints adjudication service) or the GMC (General Medical Council, independent regulator for doctors in the UK).

Privacy and Confidentiality

We take the privacy of our clients seriously and are committed to protecting your personal data in line with the General Data Protection Regulation (GDPR). We will collect, process, and store your information in accordance with UK data protection laws. Your personal information will be used solely for the purpose of providing you with treatments and ensuring the best possible service. We will not share your information with any third parties without your consent, except where required by law. All treatment records are confidential and stored securely. Clients may request access to their personal information or treatment history at any time by contacting us directly.

Changes to Terms and Conditions

We reserve the right to amend these terms and conditions at any time without prior notice. Any changes will be effective immediately upon being posted on our website or communicated to you through other channels. By continuing to use our services, you agree to be bound by the most recent version of the Terms.