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STANDARD TERMS AND CONDITIONS


Please be aware by making an appointment you acknowledge that you understand and agree to these terms and conditions. Natural Look Medical Aesthetics reserves the right to cancel, delay, shorten or change treatments where reasonably necessary as a result of the details below. 


BOOKING APPOINTMENTS 

Natural Look Medical Aesthetics is a busy practice and so to avoid disappointment we ask that you book your treatments as soon as you are able.    

We will send you an email to confirm your booking at the time it is made.  Please check your appointment details and let us know as soon as possible if anything is incorrect. 

If you cannot make your appointment for any reason, please inform us straight away.  This enables us to allocate your appointment time to someone else. 

 ARRIVAL TIME

Please arrive on-time for your appointment.  Due to space constraints and a shared work space with another practitioner, you are kindly asked not to arrive early for your appointment. 

  

LATE ARRIVALS 

If you are running late for any reason, please let us know as soon as possible. We will always do our best to accommodate late arrivals within 10 minutes of your appointment time by performing the most complete treatment possible in the time remaining at the full price. In the case of some treatments however, late arrival may mean that we unable to honour your booking. 

  

Unfortunately, arriving 10 minutes after the scheduled time of your appointment may  result in your treatment needing to be rescheduled.    

We recommend that you plan ahead for your visit to Natural Look Medical Aesthetics and are happy to answer questions about how to get to us.  

CANCELLATIONS and “NO SHOWS” 

If you need to cancel your appointment, please contact us at least 48 hours in advance. Since we turn away other clients to hold your booking, any cancellations with less than 48 hour’s notice may result in treatment fee charges up to and including 100% and no other bookings will be made until paid. 

  

  

REFUND POLICY – PRODUCTS

We cannot give refunds on any products sold due to health and safety and hygiene reasons. If there is a fault with a product we can send it back to the manufacturer for review. 

  

REFUND POLICY – SERVICES 

Our treatments are carried out by a qualified therapist. If you are unsatisfied with a treatment you have received, please bring it to the attention of your therapist and follow our complaints procedure as detailed below.  We do not give refunds on any treatments however we will look into your concerns immediately and try to resolve the matter as quickly as possible. 

  

CLEANLINESS

In keeping with our commitment to cleanliness, safety and hygiene, our equipment is cleaned and sanitised and disinfected after every service and treatment. 


CLINIC ETIQUETTE 

At Natural Look Medical Aesthetics we believe that our clients have the right to be heard, understood and respected. 

  

We also believe that our staff have the right to work in a safe environment, free from any abuse or harm caused by others.  We expect all clients to treat our staff with courtesy and respect at all times. 

Aggressive or abusive behaviour includes any language (verbal or written), threats, derogatory remarks or rudeness which may cause staff to feel afraid, threatened or abused.  We also consider inflammatory statements, remarks of a discriminatory nature and unsubstantiated allegations to be abusive behaviour. 

Where a client is aggressive or abusive we reserve the right to refuse to continue with the service and/or refuse to provide treatment to the client in the future. 

We reserve the right to report any aggressive or abusive behaviour to the police if deemed necessary. 

If you are unwell, please call to discuss and let us know. Many treatments are contraindicated if you are unwell; this includes coronavirus, colds, cold sores or local skin infections. 

 

SERVICE

Natural Look Medical Aesthetics reserves the right to refuse or discontinue treatment at any time, if a client is thought to be unsuitable, or if the treatment is deemed not in the best interest of the patient, for any other reasons. Reasons include but are not limited to age, physical health and mental health.  If treatment is discontinued, a refund may be issued where appropriate.  

Fees charged cover the delivery of the nominated treatment, as well as:  

  • Pre-treatment consultation, assessment and provision of information 
  • advice regarding treatment safety  
  • aftercare advice and support as appropriate 

Depending on the treatment, standard dosing policies are applied, however individuals vary in their requirements. In cases where a larger dose is required to obtain the desired results, the customer will be consulted before any additional charges are incurred.  

 

COMPLAINTS PROCEDURE 

We aim to ensure that every client is delighted with the services that they receive at Natural Look Medical Aesthetics. In the unlikely event that you are not satisfied we will endevaour to put things right at the earliest opportunity. 

This procedure advises how to bring matters to our attention if you are not happy with the service you have received. 

We will ensure that all complaints are documented, followed up and where appropriate, action is taken to prevent future occurrences. 

The quickest and most effective way of resolving any problem is to bring it to our attention immediately by raising your concern with the therapist. They will listen carefully to your concerns and do what they can to address them.  

Further to that, complaints need to be documented in writing via email to natalie@naturallookmedicalaesthetics.com.  Please provide as much detail as possible, including details of your treatment, date and time of your appointment and your exact concerns. 

We aim to get back to you within 2 clinic working days of receiving your complaint in writing. 


CHILDREN 

We kindly ask that you not bring children to the clinic. As it is a shared workspace there is no place for children, and both treatment areas involve needles and hazardous waste. We also request no other people accompany you to your treatment, unless absolutely necessary, again, as medical treatments are being carried out and due to space constraints.  

We welcome well behaved children in the clinic however they must remain your responsibility at all times.  If your treatment makes this difficult we respectfully request that you make alternative arrangements for childcare. 

Children must not cause any disturbance to other clients or therapists. They must also not touch any stock within the clinic.  We regret that if disturbances do occur we reserve the right to ask you to leave the clinic and rebook when you can attend at a more convenient time. 

CLIENT QUESTIONNAIRE & HEALTH CONDITIONS 

All new clients will be requested to complete a Medical History form before our therapist can perform any treatments on you. We are unable to complete any treatments until this form has been completed. 

Please advise us of any medications, health conditions, allergies, or injuries which could affect your treatment when completing this form. It is your responsibility to let us know of any changes in your circumstances before your treatment goes ahead. 

We reserve the right to ask you questions relevant to each treatment at each visit and additionally may ask you to complete a Medical History form every 6 months so that we can update our records. 

AGE RESTRICTIONS 

There are a number of treatments which have a minimum age requirement.  Please contact the clinic for age related information for specific treatments. 

  

SPECIAL CIRCUMSTANCES 

Pregnant or breastfeeding women can unfortunately not receive any treatments under any circumstances.  

 

THERAPIST/STAFF ILLNESS

Unfortunately, there may be times when we have to cancel your appointment due to therapist/staff illness or other emergency. If we are unable to reschedule your appointment at another time or with an alternative therapist on the same day we will need to cancel your appointment and rebook you for the next available appointment. We will notify you as soon as possible if we need to cancel your appointment. 

  

PRICING

While we do all we can to keep our website and price lists updated, treatments and prices are subject to change without warning. 

 

PAYMENT 

All invoices are due upon receipt. Payments can only be made via bank transfer or cash.  

 

FEEDBACK 

Any feedback is much appreciated. Feedback is used to review and improve quality of service. You may submit feedback verbally, via email, via the clinic website or via google reviews. 

 

GIFT VOUCHERS 

Gift vouchers can only be redeemed towards any clinic treatments, where no other discount is applied. Gift vouchers cannot be redeemed for cash or exchanged.  Gift vouchers expire 12 months after issuance.  All standard terms and conditions apply regarding gift voucher treatments.  


REFERAL PROGRAM

  • We reserve the right to change conditions, suspend, or withdraw this program at any time, without personal notifications 
  • The person you refer must be a new client to Natural Look Medical Aesthetics 
  • The referee must mention your full name (or referral code) at the time of booking or treatment, before payment 
  • Credit will be earned after the referred client has fully paid for their first treatment, with that treatment costing at least £100 (including VAT). 
  • £25.00 credit (including VAT) will be redeemed on the referrer’s next qualifying treatment  
  • Credit is not applicable to products sold separately – only treatments 
  • Credit for treatments is only redeemable for treatments over £25 (including VAT), and only redeemable by the referrer 
  • This is not a cash offer and cash cannot be redeemed 
  • Unused credit expires after 24 months 
  • There is no limit on the number of friends you can recommend