TERMS AND CONDITIONS
Last updated May 13, 2021
POLICY & PROCEDURES
AGE POLICY
Our customers must be at least 18 years of age to have any treatments. For person aged 16-18, the parent/guardian must pe present for consultation / first treatment and understand the procedure and aftercare.
Laser hair removal treatments and cosmetic injectables cannot be performed on clients under the age of 18 years.
E-CLINIQ MEDICAL AESTHETICS (EMA) may request a valid form of ID to identify the age of the prospective client.
Children
Any client who requires a consultation and or treatment and brings a child with them must also be accompanied by another adult to chaperone the child whilst the client is being treated/consulted. Failure to bring an adult chaperone with any child may result in the treatment being cancelled. No children under the age of 16 years must be left unattended within the clinic at any time.
Treatment Booking Fee
A booking fee is required due to the amount of time, expertise & comprehensive assessment offered during the consultation. All appointments require in advance of your booking a non-refundable booking fee of £35 to secure your appointment (redeemable against treatment cost) at the request of E-CLINIQ MEDICAL AESTHETICS (EMA). The booking fee amount will depend on the type of treatment and, or course package booked.
Bookings are not scheduled into the clinic diary unless a booking fee has been paid. If we do not receive payment, we will assume you no longer want to go ahead, and your appointment will not be booked. You understand that any attempts to withdraw this payment will result in legal action being taken.
Booking fees are required for technology-based treatments to block the necessary machine out for usage. Treatments where a booking fee is required include HydraFacial, Laser Hair Removal, Radio Frequency, CACI Facials, Electrolysis, Body Contouring and Injectable Aesthetic treatments.
Payments can be made either over the phone, online or in person at the clinic.
Please note booking fees are refundable against treatments but non-refundable and non-transferable if an appointment is cancelled less than 24 hours before it was scheduled. The consultation fee is no longer redeemable (where appropriate) after 12 months from your consultation date.
CANCELLATIONS AND REFUNDS POLICY
In the event of a short notice cancellation and/or no-show, your booking fee of £35 is non-refundable. Cancellations or rescheduling can be made by telephone, email or in person with at least 24 hours before the appointment.
E-CLINIQ MEDICAL AESTHETICS (EMA) understands that at times you may need to reschedule your appointment. Our time is valuable to us, as is yours. We kindly ask that if you wish to reschedule your appointment, that you give us 24 hours notice. Cancellations outside the policy time will be charged at the cost of the treatment or taken out of the course of treatments. If you should need to rearrange you may do so once on the same booking fee, if you need to rearrange again, the booking fee will be lost and a new booking fee will be payable to secure a new appointment. All patients when booking an appointment will be informed of our cancellation policy.
We understand that cancellations are sometimes unavoidable due to illness or emergencies, and we will take account of all valid circumstances.
Please contact the clinic on 0208 6167899 or 07457 015812 if you think you will be late for your appointment. We will always do our best to accommodate late arrivals. However, there may be times when a late arrival will result in reduced consultation time / treatment or rescheduling of your appointment.
Lateness / No show Policy
Your wellbeing is important to us. We understand unexpected delays can occur. However, accommodating late clients is often impossible without disrupting other appointments. Please be aware that if you are late, we cannot guarantee that your treatment can be performed, and a new booking fee will be required to reschedule.
In the event you do not show up to your appointment, you will lose the booking fee paid to secure the appointment and you will be required to provide a new booking fee for your next appointment. If you miss three consecutive appointments without contacting us, you will be unable to schedule future appointments.
Payment
Our terms are full payment on the day of treatment directly in the clinic. Cash and all major credit and debit cards are accepted, including American Express. We do not accept cheques.
PREPAID TREATMENTS POLICY:
• If you pre-pay for treatments, you will save an amount according to the pre-payment schedule. There is no refund on pre-pays, and they are not transferable to other individuals or other treatments.
• Clients may purchase as many facial courses as they like, however payment and deposit must be made upfront in instalments or full, and the terms of our refund policy apply.
• The full amount deposit of the course or monthly payment is payable prior to commencement of any treatments.
• All facial courses have a 6 to 12 months expiry date on redemption of treatments (based on the course chosen).
• 24 hours notice cancellation is required for any pre-paid appointments. Appointments cancelled, missed, or changed without 24 hours notice will be deemed to have been taken and deducted from the client’s package.
• You agree to these terms by purchasing pre-paid treatments.
• Treatments may not be completed by the same therapist each time.
• An EMA therapist will advise clients on the recommended time frames for each treatment within the facial course purchased, however it is the client’s responsibility to ensure they book in their treatments in advance so that there are available appointments.
PREPAID TREATMENTS
If you pre-pay for treatments in full you will avail of a discounted price. There is no refund on pre-pays, and they are not transferable to other individuals or treatment areas. Pre-paid treatments are valid for the time periods specified below:
LASER HAIR REMOVAL EXPIRY DATES
• Per session – 6 months
• Course of 6 – 18 months
• Course of 8 – 18 months
• Course of 10 – 18 months
BODY TREATMENTS
• Any Purchase – 6 months
Skin Treatments
• Single Purchase – 6 months
• Course – 12 months
INJECTABLES
• Any Purchase – 12 months
24 hours notice is required for any pre-paid appointment cancellations. If you cancel a pre-paid appointment in less than 24 hours, or do not attend the appointment, the treatment will be forfeited. (Please see cancellation policy).
You agree to these terms by purchasing pre-paid treatments.
LASER HAIR REMOVAL PACKAGES
• When Laser Hair Removal treatment areas are sold as a package, areas purchased in the package can be split over separate appointments.
• Bookings must be made prior to treatment and bookings are subject to availability.
• Not to be used in conjunction with any other promotion, including discounts offered by third parties. Promotion reflects the maximum price for that promotional period.
• There is no limit on the number of treatments that can be purchased, however, payment must be made in full, or maximum of 3 instalments, and the terms of our cancellations and refunds policy, and standard terms and conditions continue to apply.
• The terms of use and redemption as detailed in our pre-pay policy apply and are available on our website.
• Limited time only offer may be withdrawn or extended at any time without notice.
• We cannot treat any clients who are under the age of 18, pregnant or breast-feeding.
• It is the client’s responsibility to ensure that they provide E-CLINIQ MEDICAL AESTHETICS with relevant medical history and medication details prior to each treatment. If any skin reactions or any other unpleasant consequences happen because of the lack of this information being past to our therapists, this will be at the client’s responsibility and own personal risk.
FULL BODY LASER HAIR REMOVAL PACKAGE TERMS & CONDITIONS
• Clients may purchase the full body laser hair removal package at the prices set out in the marketing materials from time to time.
• The full body laser hair removal package includes all the laser hair removal areas offered by E-CLINIQ MEDICAL AESTHETICS, as set out in the marketing materials from time to time. This package does not include laser hair removal areas that are not currently offered by E-CLINIQ MEDICAL AESTHETICS.
• Clients may elect to remove any area from their full body laser hair removal package.
• Clients must advise the staff at the time of booking and upon arrival at each appointment of the area that has been removed from the package. No reduction in price is available where areas have been removed from the package.
• Bookings must be made for all areas laser hair removal treatments.
• Payment must be made in advance either in full or in 3 instalments.
• The package cannot be used between two or more clients. Photo ID may be requested at the discretion of the clinic. Not to be used in conjunction with any other offers or promotion.
• We cannot treat any clients who are under the age of 18, pregnant or breast-feeding.
COSMETIC INJECTIONS T&CS
• A booking fee is required in advance for all cosmetic injection treatment bookings (redeemable against treatment cost).
• Bookings must be made in advance and will only be confirmed once the booking fee has been paid.
• Only the 30-minute consultation is complimentary – longer consultations will attract a fee in accordance with the cosmetic injections pricing schedule.
• Cosmetic injection clients must be deemed medically fit and suitable for treatment, following a consultation with our specialist aesthetic clinical nurse prescriber, before any procedure.
• For some dermal filler procedures, the price is based on “mls” of dermal filler as recommended for the patient by the treating specialist aesthetic clinical nurse prescriber.
• Products purchased in a package can only be used at the recommendation of our medical professional.
• Packages cannot be split over more time than initially advised by our medical professional.
• Clients may require less or more mls/units to treat the selected area. If a client requires more than the maximum number of mls/units to treat the selected areas, additional payment will be required. No refunds or reduction in price will be allowed if a client purchases a package but does not, or cannot safely, use all the product mls/units in the package.
• The number of mls/units administered will solely be at the discretion of the medical practitioner prescribing the product.
• Standard terms and conditions for cosmetic injections apply.
• We cannot treat any clients who are under 18 years of age, pregnant or breast-feeding.
• It is the client’s responsibility to ensure that they provide E-CLINIQ MEDICAL AESTHETICS with relevant medical history and medication details prior to each treatment. If any skin reactions or any other unpleasant consequences happen because of the lack of this information being past to our practitioner, this will be at the client’s responsibility and own personal risk.
ANTI-WRINKLES
• Consultations are required with our specialist aesthetic clinical nurse prescriber on your first-time visiting E-CLINIQ MEDICAL AESTHETICS and every 6 months for all anti-wrinkle treatments.
• All follow-up queries must be made 2-3 weeks after the initial appointment. Any queries made after 3 weeks would result in an additional charge.
• We cannot treat any clients who are under 18, pregnant or breast-feeding.
• It is the client’s responsibility to ensure that they provide E-CLINIQ MEDICAL AESTHETICS with relevant medical history and medication details prior to each treatment. If any skin reactions or any other unpleasant consequences happen because of the lack of this information being past to our practitioner, this will be at the client’s responsibility and own personal risk.
FOLLOW-UP APPOINTMENTS
All treatments that require a review/follow-up appointment must be booked in 2-3 weeks from the date of the first appointment. If this requirement is not met, an additional fee would be payable.
COMPLICATIONS OR EMERGENCY
In the event a complication arises, I understand the clinic is not open 24 hours and it is my responsibility to seek medical help outside the normal working days. Between the normal working days (Tuesday-Saturday) it is your responsibility to inform us as soon as possible and return to the clinic yourself for a check-up if possible.
MEDICAL CONDITIONS AND MEDICATIONS
It is the client’s responsibility to ensure that they provide E-CLINIQ MEDICAL AESTHETICS with relevant medical history and medication details prior to each treatment. If any skin reactions or any other unpleasant consequences happen because of the lack of this information being past to our practitioner, this will be at the client’s responsibility and own personal risk.
• Photosensitive medication – must wait 2 weeks after last taken.
• Auto-immune – must have treating doctor’s consent.
• Psoriasis and eczema – can treat around unless active, irritated or heat reactive.
• Cancer – 5 years in remission or with letter from Oncologist.
PREGNANCY
Some treatments are not suitable during pregnancy and breastfeeding. It is also the client’s responsibility to check and ask our staff before making and paying for any appointments.
TREATMENT SUITABILITY AND RESULTS
Our aesthetic practitioner will assess whether a treatment is suitable for you, or likely to be successful, prior to any treatment being carried out. We reserve the right to refuse treatment if the treatment is deemed as either not suitable for any reason, not likely to be successful, or if there are concerns regarding client expectations or client compliance. Please be aware that individual results for any treatment may vary from person to person and that results are not guaranteed.
We expect that you will follow our guidance on preparation for treatments that require a specific protocol (prior, during or after procedure). Failure to follow the preparation protocol may result in cancellation of your treatment.
There is no obligation to go ahead with the treatment on the day, and your booking fee would be refundable, however if you change your mind for the treatment, the booking fee will be lost and non-refundable to cover the time slot.
LIABILITY
E-CLINIQ MEDICAL AESTHETICS will not be liable in contract, 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 E-CLINIQ MEDICAL AESTHETICS with all the relevant medical details and history prior to each treatment.
E-CLINIQ MEDICAL AESTHETICS 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, E-CLINIQ MEDICAL AESTHETICS regarding the care of a treated area.
After some treatments, clients receive a follow-up, usually within 2-4 weeks. Any corrective work, or any added treatment deemed necessary is provided at the follow- up appointment. E-CLINIQ MEDICAL AESTHETICS are not responsible for any further claims by the client in relation to the aesthetic treatment.
RETURNS AND REFUNDS POLICY
E-CLINIQ MEDICAL AESTHETICS do not issue refunds for our goods or services that have been provided in good faith with all appropriate procedures and consents. However, we may, at our discretion honour refunds on treatments if we deem it justified.
Refunds will be provided where required in accordance with the UK Consumer Law. We want you to be a satisfied client so if our service or product is faulty it may either be replaced or refunded. We don’t refund for change of mind.
Fees are non-refundable and non-transferable.
We do not tolerate abuse, threatening or rude behaviour, violence, verbal or physical, towards other clients, staff, or members of public. We reserve the right to cancel your booking should these boundaries be broken. You will not be refunded any fees should this happen.
YOUR RIGHT TO COMPLAIN
E-CLINIQ MEDICAL AESTHETICS is committed to treating all its clients appropriately, compassionately, and fairly. If, however, you have an issue with any matter in relation to your treatment at E-CLINIQ MEDICAL AESTHETICS, you are entitled to log a complaint. You are required to do this by a letter sent by post or e-mail from your own account. If you require assistance with making your complaint, E-CLINIQ MEDICAL AESTHETICS will be pleased to help and support you through the process. You will need to send the complaint letter to:
3 FURZEHILL PARADE, SHENLEY ROAD, BOREHAMWOOD, WD6 1DX or e-mail your letter to service@e-cliniq.co.uk
Promotions, Discounts and Flash Sale Campaigns
EMA may run promotional activities from season to season.
These sales will have strict terms and conditions.
All discounts cannot be used in conjunction with any other offer also.
GIFT CARDS, DISCOUNTED VOUCHERS, AND VOUCHERS
These conditions apply to the use of our gift cards, issued by E-CLINIQ MEDICAL AESTHETICS. Purchasing or using the gift card means that you accept these conditions.
We may, in its complete discretion, refuse to sell gift cards to any person at any time for any reason.
If you let another person use your gift card, you must tell them that they will be bound by these conditions. The gift card may only be used to purchase goods or services at the E-CLINIQ MEDICAL AESTHETICS from which the gift card was purchased. Gift cards cannot be redeemed for cash, returned for a refund, have their balances consolidated to a new gift card and are not legal tender, account cards, credit or debit cards or securities.
Anyone holding a gift card can use its value to make purchases, so your gift card should be kept secure. If your gift card is lost or stolen, immediately report this to the E-CLINIQ MEDICAL AESTHETICS from which it was purchased. We may be able to stop gift card value being used but we take no responsibility and are not liable for any loss suffered by you because of a lost or stolen gift card.
We may replace a faulty, lost, or stolen gift card at our absolute discretion. Any replacement gift card will have the same unused value (at the time of replacement). Gift cards will be void if they are damaged or tampered with in any way. We may subject gift cards to verification and security checks at our absolute discretion.
We may cancel any gift card, or the gift card scheme, for any reason at any time without notice. If so, we may either provide a refund or a replacement gift card of equivalent value unless we reasonably suspect fraud in relation to a gift card. The gift card remains the property of E-CLINIQ MEDICAL AESTHETICS.
E-CLINIQ MEDICAL AESTHETICS will on occasion run discounted vouchers that can be bought as a gift for family and friends. The discounted vouchers will be clearly marked differently to our standard voucher cards.
E-CLINIQ MEDICAL AESTHETICS Gift Vouchers expire after 6 months from the date of purchase.
PURCHASES MADE THROUGH CUSTOMER PORTAL ONLINE
• Treatments purchased online by you through the Customer Portal, continue to be regulated by EMAs conditions of use; privacy policy; cancellation, and refund policy.
• Treatments purchased online are not transferable to other individuals or treatments.
• 24 hours notice is required for any online purchased treatment appointment cancellations. If you cancel an online purchased treatment appointment with less than 24 hours or do not attend the appointment, the treatment will be forfeited.
• Refunds will be provided where required in accordance with the UK Consumer Law. We want you to be a satisfied client so if our service or product is faulty it may either be replaced or refunded.
• We don’t refund for change of mind; however, we may use our discretion if we believe the treatments purchased by you, cannot be provided to you (eg, your skin type might be deemed as unsuitable for the treatment you purchased).
• Any request for the refund by you, for treatments purchased in clinic or online through the customer portal, must be directly issued to the clinic for consideration. The clinic may decide, upon review of your written request, whether a refund is required.
BEFORE AND AFTER CAMPAIGN
E-CLINIQ MEDICAL AESTHETICS would like to collect and process:
• photographic images; and (b) video recordings; and (c) audio recordings; and (d) written testimonials from you for the purpose of creating educational and promotional material.
• To the extent that this material contains information about your medical diagnosis and treatment, it would be regarded as sensitive data, which by law requires your explicit consent to allow us to process it.
• If chosen to participate in this campaign, you will be required to sign a legal consent form by which you will confirm that the person named in the release notice has agreed to the publication of the Material by E-CLINIQ MEDICAL AESTHETICS both now and in the future.
• By signing the consent, you agree that EMA may use the material for promotional and informational purposes.
• You grant EMA the right to use the material on its websites and in publications for use in its clinics and generally, which may include, but is not limited to media, posters, newsletters and newspapers, catalogues, video collages, etc.
• You grant EMA the right to disclose the material to third parties and media, if needed.
• You understand EMA may, and has the right to, crop and/or collage the material with others and understand that the material may be transmitted over the internet.
• You agree that by signing the form, you release and forever discharge EMA, and its 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.
PRIVACY POLICY
Your privacy is important to us, and we take the responsibility of handling your personal information very seriously. Our Privacy Policy describes in detail how we collect and handle your personal information, who we exchange your information with, how you can access and correct your information.
This Privacy Policy applies to the services offered by E-CLINIQ MEDICAL AESTHETICS.
STATEMENT OF CONFINEMENT
E-CLINIQ MEDICAL AESTHETICS is committed to protecting your privacy and any personal information we collect. E-CLINIQ MEDICAL AESTHETICS complies with the Privacy Act 1988 (Cth). This policy explains how we may collect, use, disclose and otherwise handle personal and sensitive information.
E-CLINIQ MEDICAL AESTHETICS is committed to safeguarding personal privacy. It recognises that individuals have a right to control how their personal information is collected and used. Providing personal information is an act of trust and it is taken seriously. Unless given consent to do otherwise, E-CLINIQ MEDICAL AESTHETICS will only collect and use personal information as set out below.
For the purposes of this Privacy Policy personal information may mean some or all of the following: a client’s name, contact details, address, date of birth, emergency contact details, bank account and/or credit card details, other identification details, payment history, treatment details, before and after photographs and other sensitive information.
COLLECTING PERSONAL INFORMATION
E-CLINIQ MEDICAL AESTHETICS will not collect or monitor any personal information about an individual without their consent. The only personal information collected is what is provided voluntarily by a client or prospective client.
We collect personal information primarily to enable us to provide clients with our services. E-CLINIQ MEDICAL AESTHETICS may also use the information for marketing to you or for any other purpose permitted under the Privacy Act 1988 (Cth).
You don’t need to identify yourself when you deal with us (e.g. to find out more about treatments or products) however in certain situations we will only deal with individuals who have identified themselves to us.
When a treatment or product is purchased, personal information will be requested to provide the requested treatment or product, provide updated information, and advise of other E-CLINIQ MEDICAL AESTHETICS treatments and products, which may be of interest. You are not obligated to provide personal information however failure to do so may result in E-CLINIQ MEDICAL AESTHETICS being unable to provide services or products to you.
Personal information is collected directly from clients or potential future clients when they personally complete and submit a client card and consent form to become a client of E-CLINIQ MEDICAL AESTHETICS. This can be done in person at our clinics.
E-CLINIQ MEDICAL AESTHETICS and Links to Other Websites
E-CLINIQ MEDICAL AESTHETICS provides links to websites outside of the E-CLINIQ MEDICAL AESTHETICS site. These linked sites are not under the control of E-CLINIQ MEDICAL AESTHETICS, and E-CLINIQ MEDICAL AESTHETICS is not responsible for the conduct of companies linked to the E-CLINIQ MEDICAL AESTHETICS, or for the performance or otherwise of any content and/or software contained in such external websites.
• Treatments/services are not transferable to other individuals or clinics.
• We require at least 24 hours notice to be given for any appointment cancellation.
• If you cancel within 24 hours of your appointment or do not attend a booked appointment, we reserve the right to retain your deposit. In the case of pre-paid treatments (courses) , sessions of the treatments will be forfeited.
• Our procedures and products may not be suitable for you and whilst all due care and skill are exercised in treating our clients ultimately it is your responsibility to determine if the product or treatment is right for you.
• In order for us to provide you with great service, it is fundamental that you provide all information requested in completing consent forms or advising us of any factors that may affect your treatments. You also need to have realistic expectations of the results of treatment. We encourage you to work with your therapists or specialist aesthetic clinical nurse prescriber on what you can achieve with your treatment.
CONTACT US
In order to resolve a complaint regarding the Site or to receive further information regarding the use of the Site, please contact us at:
ECLINIQ LTD
16 Leavesden Court, Farrington Avenue
Bushley
WD23 3EF
United Kingdom
Phone: 02086 167 899