1. General Terms

These terms outline the conditions under which True You Skin Clinics provides services. By booking an appointment, you agree to these terms. Please ensure that you read and fully understand them prior to your treatment.

2. Consultation Booking

• A £20 booking fee  for non medical  and £30 for Nurse is required at the time of booking a consultation.
• If you need to amend or reschedule your appointment, please provide at least 48 hours’ notice.
• With sufficient notice, the booking fee can be either:
  • Transferred to a new appointment, or
  • Refunded.
• Failure to provide 48 hours’ notice will result in the booking fee being retained by the clinic.  This may be 50% of the treatment costs if over 30mins with a nurse.

3. Appointment Cancellations & Rescheduling

• A minimum of 48 hours’ notice is required for cancellations or rescheduling of appointments. This applies to both individual treatments and pre-paid packages.
• If insufficient notice is given, the treatment will be considered redeemed, and no refunds or rescheduling will be allowed.

Cancellation Fees for Non Medical Practitioners.

• 30-minute appointment: £20
• 60-minute appointment: £30

Important Note:

• Sundays and Bank Holidays are not included in the 48-hour notice period.
• If your appointment is on a Monday or the day after a Bank Holiday, notice must be given on the preceding working day (or earlier, depending on the treatment duration). 
• Appointments can be undertaken  via our AP  or via your confirmation email , or you can call the clinic . We do not accept  cancellation or rescheduling messages via email, or social media, this is to avoid  a delay in messages  and confusion in appointment booking.

4. Suitability of Treatment

• True You Skin Clinics will always assess whether a treatment is suitable for you prior to proceeding. If the treatment is deemed unsuitable or unlikely to be successful, we will inform you of the reasons.
• In this case, you will only be liable for the cost of the initial consultation.
• It is your responsibility to provide True You Skin Clinics with all relevant medical details prior to each treatment. The clinic will not be held responsible for any complications arising from your failure to disclose relevant medical information.

5. Aftercare

• Clients agree to comply with all aftercare instructions and recommendations provided by True You Skin Clinics.
• Failure to follow aftercare guidelines may affect the results of the treatment, and the clinic will not be responsible for any complications arising from non-compliance.

6. Children & Accompanying Persons

• Our clinic is not designed to accommodate children 
• If bringing a child to your appointment is unavoidable, a responsible adult must accompany and supervise any child under the age of 16 in our reception area.
• Children are not allowed in clinical treatment areas for safety and hygiene reasons.
• Please inform the clinic in advance if you will be bringing an accompanying person. 
• True You Skin Clinics is committed to providing a safe , comfortable environment for patients.
• If you require a chaperone please contact the clinic  at the time of booking so that arrangements can be made. Our chaperone policy can be provided on request.

7. Payments & Refunds

• Full payment for treatments is required on the day of treatment.
• A 50% deposit of the cost of the treatment will  be requested  7 days prior to your treatment . This is non refundable if less than 48 hours notice is given.
• Results cannot be guaranteed. Clients may need to pay for additional treatments if the original treatment does not achieve the desired outcome.
• Any side effects or complications that require medical treatment are not included in the treatment cost and must be paid for separately.

Refunds:

• Refunds are typically not provided once a treatment has been completed, as results may vary.
• Refunds may be considered on a case-by-case basis depending on the situation.

8. Gift Vouchers

• Gift vouchers are valid only for the treatment, value, location, and validity period specified on the voucher.
• The voucher  can be used must at part payment , the total balance is not required to be used in full ,during the appointment; any unused balance will not be refunded, but transferred to your account .
• True You Skin Clinics is not responsible for the loss, theft, or unauthorized use of gift vouchers.

9. Act of God (Force Majeure)

• True You Skin Clinics does not offer refunds for cancellations or disruptions caused by circumstances beyond our control, including but not limited to:
  • Natural disasters (floods, earthquakes, etc.)
  • Severe weather (snow, ice, floods, etc.)
• If the clinic is forced to close due to such events, we will make every effort to offer you an alternative appointment, though this cannot be guaranteed.
• No refunds will be provided for cancellations or disruptions caused by these events.

 Patients must adhere to all pre-treatment guidelines  that are emailed at time of booking provided by the clinic. Failure to comply may result in rescheduling or cancellation of appointments and a charge may be applicable.

10. Complaints Procedure

True You Skin Clinics strives to provide the highest standard of service. However, if you are dissatisfied with any aspect of your treatment or experience, we encourage you to follow our complaints procedure.

How to Make a Complaint:

• Complaints can be made in person, by phone, or in writing.
• If you require assistance with making your complaint, the clinic will be happy to guide you through the process.

Complaints Handling Process:

1. Stage 1 – Informal Resolution: Speak directly with the staff member involved to attempt resolution.
2. Stage 2 – Formal Complaint: If the issue cannot be resolved informally, submit a formal complaint to the Clinic Manager. ( info@trueyouskinclinics.co.uk) for medical complaints  , submit to our Clinical Director (linzi@trueyouskinclinics.co.uk)
3. Stage 3 Our team will  acknowledge receipt within 3 working days. We will review your complaint and respond within 20 business days, outlining the steps we will take to address your concerns.
4. Stage 4 – Appeal Process: If unsatisfied with the response, escalate the complaint to the Clinic Director for internal review.
5. If you are still dissatisfied, you may escalate the matter to the Centre for Effective Dispute Resolution (CEDR) or report to the Care Quality Commission (CQC).

Centre for Effective Dispute Resolution (CEDR):
Website: www.cedr.com
Telephone: 020 7536 6000

Care Quality Commission (CQC):
Website: www.cqc.org.uk
Telephone: 03000 616161

11. Privacy and Confidentiality

True You Skin Clinics is committed to maintaining your privacy and confidentiality. Any personal or medical information you provide will be kept secure and will not be shared without your consent, except where required by law.

12. Client Responsibilities

• Clients are responsible for providing accurate medical information and ensuring they are aware of any risks or contraindications associated with their treatments.
• Clients are also responsible for following aftercare instructions and attending follow-up appointments as necessary to ensure optimal results.

These terms and conditions provide a clear framework for your engagement with True You Skin Clinics, ensuring transparency and mutual respect. Please do not hesitate to ask if you have any questions or need further clarification.

True You Skin Clinics is committed to protecting patient privacy. Personal information will not be shared without consent, except as required by law. Our privacy policy can be found on the link on the bottom of our home page.