Terms and conditions
The below terms set out the basis upon which Your Favourite skin clinic LTD. trading as Your Favourite skin clinic, provides services to its customers. Please ensure that you have read and fully understood them prior to booking any treatment.
During your free consultation we inform you of the treatments we offer, their effects, side-effects, benefits, risks, limitations and any costs which may be involved. We require that you declare any medical conditions, medications of any description, skin preparations, sun exposure or changes of any nature to your therapist prior to each treatment. We will always advise you on the treatment we consider best suits your needs. We reserve the right to refuse treatment in accordance with our Clinic Policies.
APPOINTMENTS
1. Appointment can be booked by calling or texting the clinic, by email, online using Fresha, through our website which will redirect you to Fresha booking system, contacting us through our social media accounts, or by walking in to the clinic.
2. We require that you arrive on time for your appointment or no more than five minutes prior to your appointment time.
3. Arriving late may mean that your appointment time will be shortened. We will not run over on to another client’s appointment time to accommodate late arrivals.
4. We will always try to accommodate you however in some instances you may need to be re-appointed.
CANCELLATON POLICY
1. If you need to cancel or reschedule your appointment for any reason, we require at least 48 hours notice.
2. There may be times when we have to cancel or rearrange your appointment at short notice. We will always endeavor to contact you as soon as we are aware of problems that may result in cancellation of clinics.
COURSE OF TREATMENTS
1. All treatments purchased as a course must be paid in full in advance of the first treatment.
2. All treatment courses must be performed within 12 months of the date of purchase; any treatments not performed within 12 months will be forfeited, with no refund available.
3. After the purchase, course of sessions is not refundable or transferable to any other client or treatment, once first session been done.
4. Due to recently diagnosed medical condition (pregnancy, surgeries, medication courses and etc.) that is contraindicated to treatment, course will be put on hold until client is cleared and fit for the treatment.
GIFT CARDS
1. Gift cards are not redeemable for cash or credit, cannot be used to purchase other gift cards.
2. All Gift Cards hold an expiry date - 12 month from date of purchase. Please use the Fresha account to check the online balance and expiry date, or call the clinic number - 07437699433.
3.No physical Gift cards are offered, you will receive the Gift card by email, either it is purchased for yourself or someone else. Physical Gift cards might be available only for seasonal offers/festive seasons like Christmas, Valentines day or Mothers day, but subject to the availability and not guaranteed.
FEEDBACKS
1. You have the right to make both positive and negative comments to Your Favourite skin clinic.
2. We always strive to provide the highest quality of treatment and care, however if you feel we have not met your expectations we would like to resolve any issues you may have quickly before they might escalate.
3. Where things may go wrong we believe being open and honest is the best policy, so please if you feel unhappy you can call or email with any concerns.
4. You also have the right to make a formal complaint. You can request a copy of our Complaints Policy and Guidance at any time.
YOUR RIGHT TO COMPLAIN
1. At Your Favourite skin clinic we strive to provide our patients with the best service possible, and your feedback allows us to address any concerns that you may have and improve our service. If you are unhappy with any part of our service, please let us know.
2. You can speak with a member of staff involved in your care. If you do this, we can try to resolve your complaint there and then. If you do not want to speak to the staff involved in your care, you can ask to speak to the Clinical Director.
3. If you agree to someone making the complaint on your behalf, it is important that you know that we will need to ask for your permission for us to deal with that person.
4. If you would like advice on making a complaint, you can contact your local Citizens Advice Bureau.
5. If you have spoken with a staff member involved in your care or the Clinical Director, it is possible that they will be able to resolve your complaint straight away. However, they may require to make enquiries before they can respond to your complaint and if that is the case they will keep you updated on this.
6. We will investigate your complaint and will aim to reply to you within 20 working days. We may contact you for more information or to discuss your complaint during this time.
8. In some cases, we may need more time to investigate your complaint and reply to you. If that is the case, we will let you know and provide a timeframe within which you can expect to receive a response from us.
9. You can make a complain by sending an email to yfskinclinic@gmail.com
10. This is a summary of the complaints procedure. A full version is available upon request.
