Deposit and Cancellation Policy Booking a consultation:
We take a fully refundable deposit of £25/£50 for all our consultations including those that are free of charge. Should you need to cancel or reschedule we kindly ask that you call us 48 hours before your appointment. Failure to give the full notice will result in the deposit being taken by the clinic. This allows us to manage our diaries and offer the appointment time to another patient. Your deposit can be refunded in clinic or used against treatment or product.
Terms about Booking treatment pre-paid package:
Should you need to cancel or reschedule we kindly ask that you call us no later than 48 hours before your appointment. Failure to give the full notice will result in the treatment being redeemed by the clinic. This allows us to manage our diaries and offer the appointment time to another patient.
COVID-19 update
We will continue to operate our 48-hour cancellation policy, however, if you are exhibiting any COVID-19 symptoms, we ask that you contact us as soon as possible to re-arrange your appointment on 01159818801.
Appointments and cancellations
All Doctor and therapists at Medical Cosmetics are trained and approved in accordance with the company’s treatment protocols and therefore Medical Cosmetics does not guarantee continued treatment with a named Doctor or therapist.
If you are unable to attend your appointment, please contact us immediately on 0115 981 8801. We will need to know that you wish to cancel 48 hours before your appointment is due. Failure to cancel or rearrange at least 48 hours before your appointment will result in the loss of the treatment from your value pack or deposit being redeemed.
Prior to your appointment, we will inform you of any preparation required in advance of your treatment. Failure to follow the guide lines may result in cancellation of your appointment, reduced treatment time, or additional fees being charged.
Appointments (COVID-19)
To allow for social distancing all clients are asked to arrive only 5 minutes prior to your appointment.
We reserve the right to cancel or postpone a consultation or treatment if you present with what appears to be COVID 19 symptoms.
The clinic will operate a controlled entry system to manage the number of people entering our clinics. We will also need to limit the numbers in our waiting rooms. If the clinic reaches the maximum capacity to allow social distancing, you may be asked to wait in your car until your practitioner is ready.
Late arrival may result in reduced treatment time or forfeiting of the appointment. Medical Cosmetics 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.
To reduce the contact time with your practitioner we ask that you are prepared for your treatment:
Face Treatments: All make-up removed prior to treatment
Laser hair removal or laser tattoo removal: Area shaved and hair removed prior to treatment
You will be asked to comply with COVID guidelines which include wearing a mask, having your temperature taken and sanitising your hands on arrival.
Credit card details, deposits and payments
To secure an appointment with Medical Cosmetics a deposit is required.
For an appointment with a doctor: a deposit of £50 will be charged at the time of booking, in order to secure the appointment.
For an appointment with a therapist: a deposit of £25 will be charged to your credit or debit card at the time of booking, in order to secure the appointment.
Courses of treatments
All treatments purchased as a course must be paid for in full in advance of the first treatment. All treatment courses must be taken within 12 months of the date of purchase; any treatments left untaken after 12 months will be forfeited.
All pre-paid treatment packages impacted by COVID-19 will be extended by the period of time impacted.
Treatment suitability
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.
It is the client’s responsibility to ensure that he or she provides Medical Cosmetics with all the relevant medical details prior to each treatment. If you or a member of your household has symptoms of COVID-19 and/or tested positive for COVID-19 you must not attend the clinic.
If a member of your household develops COVID-19 symptoms or tests positive 14 days post your appointment, you must follow the government guidelines and let us know.
If you are deemed by the government to be on the at-risk group during COVID-19, you should not attend the clinic until the government guidance advises you to do so.
Liability
The client agrees to comply with all instructions and/or recommendations given to them by, or on behalf of, Medical Cosmetics regarding the care of a treated area. Nothing in these terms of business shall exclude or limit Medical Cosmetic’s liability for death or any personal injury resulting from Medical Cosmetic’s negligence.
Complaints Procedure
At Medical Cosmetics LTD, we pride ourselves in delivering outstanding professional care. We endeavour to treat all our patients respectfully, compassionately, and fairly. If, however, you do not feel we have met with the high standards we aim to deliver and are dissatisfied with any matter relating to your care, you are entitled to lodge a complaint. Should this occur, the most effective way to resolve any concern is by letting the Clinic Manager, Aesthetician or Doctor know immediately after the service, or treatment you have received. They will listen to your concern and aim to resolve this efficiently and effectively. If you require assistance with making your complaint, Medical Cosmetics LTD will be pleased to help and will support you through this process.
We hope most problems can be sorted quickly and easily, often at the time they arise and with the person concerned. If your problem cannot be resolved this way and you wish to submit a formal complaint, we kindly request all formal complaints are put in writing and sent to manager@medicalcosmeticsltd.co.uk within a matter of days, or at most weeks to enable us to investigate and establish the facts promptly. Complaints should normally be brought to our attention within 6 months of the incident occurring. Medical Cosmetics LTD may be willing to investigate complaints up to 12 months, whereby there is a realistic opportunity of conducting a fair and effective investigation, and if you have good reason as to why you did not inform us sooner.
Complaints Procedure.
Stage 1:
We will always aim to resolve your complaint as soon as we receive it. At times where this is not possible, the complaint will be investigated by the Clinic Manager, and you will receive acknowledgement of your complaint within 3 working days. This may be by email, letter, or telephone. It would be a great help to management if you are specific about what you are not happy with. Upon completion of the investigation, the Clinic Manager will provide you with a written response within 20 working days from the date of acknowledging your complaint. Should your complaint be of a complicated nature, it may take longer to investigate, in which case you will be kept informed by management.
Stage 2:
If you are not happy with the response received from the Clinic Manager, you hold the right to escalate your complaint to our Senior Management Team. Any complaint relating to a treatment procedure received, will be escalated to the Director. A full and final response will be provided following further investigation within 20 working days of acknowledgement. Should the investigation take longer, the complainant will be notified and updated every 20 working days.
