Set out below are the terms on which Lorena Cosmetics Holdings SPV Limited, trading as sk:n, provides service to its clients / patients. Please ensure that you have read and fully understood them prior to booking any treatment.
1. Deposit and Cancellation Policy
Booking a consultation: We take a fully refundable (subject to terms) deposit of £25 for non-Doctor led consultations and £50 for Doctor led consultations. Should you need to cancel or reschedule we kindly ask that you call us 7 days before your appointment. Failure to give a minimum of 7 days’ notice will result in the deposit being retained by the clinic . Our services are in high demand. This allows us to manage our healthcare practitioner diaries and offer the appointment time to another patient. Your deposit can be refunded or used towards the cost of any sk:n treatment or product if you make the decision to cancel or reschedule your appointment more than 7 days of the appointment date. Any applicable refunds will be processed within 28 working days.
Booking Single treatments: We take a fully refundable (subject to terms) deposit of £50 for any treatments that have a total value of up to £250 and 50% of the value for any treatments that have a total value in excess of £250. This is refunded should you need to cancel or reschedule up to 7 days before the treatment date. Failure to give a minimum of 7 days’ notice will result in the deposit being retained by the clinic (up to a maximum of £50). Any applicable refunds will be processed within 28 working days.
Booking treatment from a pre-paid value pack: Should you need to cancel or reschedule we kindly ask that you contact us a minimum of 72 hours before your appointment. Failure to give a minimum of 72 hours’ notice will result in the treatment being redeemed by the clinic, with no refund being available.
2. Appointments and cancellations
All Doctors, Nurses and Practitioners / Therapists at sk:n are trained and approved in accordance with the company’s treatment protocols. Therefore sk:n does not guarantee continued treatment with a named nurse or therapist.
If you are unable to attend your appointment, please contact us immediately on [Insert Number].
Prior to your appointment we will inform you of any preparation required in advance of your treatment. Failure to follow the advice or guidelines may result in cancellation of your appointment, reduced treatment time, treatment being redeemed and /or additional fees being charged.
3. Appointments Arrival Protocol
• Where possible clients are asked to arrive around 10 minutes prior to their appointment time.
• We reserve the right to cancel or postpone a consultation or treatment, if you present with what appears to be fever or cold symptoms.
• Face Treatments: All make-up must be removed prior to attending for treatment.
• Laser hair removal or laser tattoo removal: Area should be shaved and/or hair removed prior to attending for treatment.
4. Credit Card details, deposits and payments
• To secure an appointment with sk:n a deposit is required.
• Prices may vary by clinic. Please refer to the price list on the website for your chosen clinic or contact your clinic for their price list.
• We ask that you make payment via card or contactless payment to avoid the handling of cash.
5. Courses of treatments
• All treatments purchased as a course must be paid in full in advance of the first treatment. All treatment courses (*except tattoo removal) 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. *Tattoo removal treatments must be taken within 24 months of the date of purchase; any treatments left untaken after 24 months will be forfeited, with no refund available.
• When booking a laser hair removal course of treatment, the first 2 appointments must be performed in the clinic where the treatment course was originally purchased. Should the client change clinics, which they are within their rights to do, an additional test patch may be necessary. If an additional test patch is required, fees for this service must be borne by the client. The full course of a Value Pack must be utilised within 12 months to avoid forfeit.
• Value packs are only refundable for medical reasons and are subject to approval of the Clinical Services Director. Any refund agreed is calculated by deducting the full list price of all treatments already performed,
plus any charged for non-attendance, from the total price of the course of treatment, with the difference returned to you. Any applicable refunds will be processed within 28 working days.
6. Treatment suitability
• Our Doctors, Nurses and Practitioners / Therapists at sk:n 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, in the event that you are later found to be unsuitable for a treatment.
• It is the client’s responsibility to ensure that they provide sk:n with all the relevant medical details prior to each treatment.
7. Liability
• sk:n 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.
• Clients will be required to read and sign an applicable consent form prior to treatment. We are unable to provide any treatment without your written consent.
• It is the client’s responsibility to ensure that they provide sk:n with all relevant medical details prior to each treatment. sk:n 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, sk:n regarding the care of a treated area.
8. Your right to complain
• sk:n 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 sk:n you are entitled to lodge a complaint, either in person, by telephone or in writing.
• The member of staff who initially receives the complaint will convey the details to the Clinic Manager or their designated deputy. Where this cannot be resolved immediately, you will receive a letter within seven working days to confirm that an investigation into the matter is underway and that a response will be made as soon as possible.
• Complaints of a non-medical nature will be handled in their entirety by the Clinic Manager and their Line Manager.
• If your complaint is treatment related the matter 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 Clinical Services Director or his designated deputy. The objective of this is to provide an explanation or a solution to your concerns. sk:n 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.
• Complainants who are not happy with the local resolution are referred to the Group Patient Care Manager. If the complaint is of clinical nature this will be the Clinical Services team. The complaint will be further reviewed within 20 working days and you will be provided with a final written response. If the investigation requires further time, you will be provided with an explanation as to the cause of the delay.
This is a summary of the complaints procedure. A full version is available upon request. sk:n is a trading name of Lorena Cosmetics Holdings SPV Limited. © August 2024
