Terms & Conditions

These terms and conditions (“Terms”) govern your use of this website (the “Site”) and the booking or purchase of any medical consultations, surgical operations, aesthetic treatments, retail products, or packages from our clinical practice. The Site is operated by or on behalf of our practice in England and complies fully with UK legislation. By accessing the Site or booking a procedure, you agree to be bound by these Terms in full. We reserve the right to change these Terms from time to time by posting updates on the Site; your continued use constitutes agreement to the then-current Terms.

1. Professional Medical Disclaimer & Clinical Scope

No Medical Advice via the Site: The content, text, graphics, and materials contained on this Site are for informational purposes only. The Site is not intended to be, nor should it ever be used in place of, direct medical advice, diagnosis, or treatment from a qualified medical professional. No medical advice or medical devices are made available through the Site.

No Doctor-Patient Relationship: Your use of this Site, submission of online forms, or digital consumption of its content does not establish a formal doctor-patient relationship. A doctor-patient relationship is only established upon completing an in-person clinical consultation and signing formal medical consent documentation. If you require medical advice, please contact your doctor directly or emergency services.

Individual Variations: All clinical results vary. Information regarding surgical procedures (e.g., Blepharoplasty, Brow Lifts) or advanced aesthetic options serves as a general guide to available treatments and cannot guarantee specific outcomes.

2. Booking, Deposit & Payment Terms

• Booking Deposit: To secure any clinical treatment or surgical procedure appointment, a non-refundable booking deposit of 20% of the total treatment value is payable at the time of scheduling. Your appointment block will not be confirmed or reserved until this deposit is cleared.

Mandatory Consultations (GMC & JCCP Compliance): In strict accordance with the General Medical Council (GMC) good practice guidelines and the Joint Council for Cosmetic Practitioners (JCCP) standards, every single treatment, minor operation, or surgical procedure offered will only be performed following a mandatory, initial face-to-face consultation with the practitioner. Remote or same-day treatment bookings without prior physical assessment are prohibited under our medical duty of care.

• Consultation Deposits: Standalone specialist consultations require full flat-fee payment upfront to secure the clinical slot (£80 for aesthetics, £150 for surgery).
• Redeemable Terms: Aesthetic consultation fees are redeemable against treatments booked within 14 days; Surgical consultation fees are redeemable against surgical procedures booked within 30 days.
• Balance Payments: The remaining 80% balance of the clinical or surgical service is due in full on the day of the procedure.
• Accepted Payment Methods: The balance must be settled on-site at the designated clinic location via Cash, Bank Transfer, or Debit/Credit Card.
• Treatment Course / Package Validity: A purchase of a multi-session treatment course entitles the guest to a discount off the total cost. Standard treatment packages listed on the price list are valid for 12 months only from the date of purchase. Any promotional packages or courses are valid for 6 months only from the date of purchase. After this designated period, any remaining sessions will automatically expire, carry no residual value, and cannot be extended, refunded, or transferred to another individual.

3. Surgical Anaesthesia & Sedation Options

Routine Local Anaesthesia Inclusions: The base rates listed for all minor operations and surgical procedures (including Upper and Lower Blepharoplasty, Temporal Brow Lifts, and lesion excisions) are fully inclusive of local anaesthesia administered on-site. For the vast majority of patients, local anaesthesia is clinically sufficient to ensure complete comfort throughout the procedure.

Conscious Sedation for Anxious Patients: We recognize that some patients may experience heightened anxiety or apprehension regarding conscious surgical procedures. For your peace of mind and enhanced clinical ease, we can arrange for intravenous (IV) conscious sedation.

Sedation Surcharges: Because sedation requires specialised scheduling, dedicated recovery monitoring, and separate medical practitioner overview, it is not included in the standard procedure pricing. Sedation is available as an elective add-on at an extra cost of £400 per hour.

Prior Arrangement Required: Sedation options cannot be requested on the day of surgery. Due to the advanced logistical planning and clinical fasting guidelines involved, your requirement for sedation must be discussed, assessed, and confirmed during your mandatory initial face-to-face surgical consultation.

4. Cancellation, Rescheduling & Refund Policy

This policy is designed to be transparent, fair, and fully compliant with the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. Because specialised medical supplies, sterile theater prep, and clinical rooms are reserved uniquely for you, late cancellations or missed appointments represent an absolute business loss.

Statutory 14-Day Cooling-Off Period (Distance Bookings): For appointments booked entirely via remote means (online, email, phone), you possess a statutory 14-day cooling-off period to cancel and receive a full deposit refund. If you explicitly request a consultation or treatment to occur within this 14-day window, you acknowledge that you waive your right to a full refund once clinical preparation has commenced or the service has been initiated.

Non-Surgical Aesthetic Treatments (48-Hour Notice Window): Appointment times and treatment types are reserved especially for you. We request any changes or cancellations to be made at least 48 hours prior to the appointment. Notice given within less than 48 hours, or a failure to attend (No-Show), will result in the total forfeiture of your 20% booking deposit.

Surgical Procedures & Minor Operations (7-Day Notice Window): Includes Upper/Lower Blepharoplasty, Temporal Brow Lift, Ectropion/Entropion Repair, Chalazion, and Xanthelasma excisions. Due to the extensive clinic booking blocks and surgical prep required, we demand a minimum of 7 days’ notice to cancel or change your surgical date. Cancellations or rescheduling requests submitted fewer than 7 days before the surgery will result in the total forfeiture of your 20% booking deposit.

Future Booking Penalties for Late Cancellations & No-Shows: If you fail to attend an appointment without notice (No-Show), or if you cancel/reschedule an appointment outside of the required notice windows (under 48 hours for aesthetics; under 7 days for surgery), you will lose your deposit. Furthermore, to safeguard clinical availability, any such violation may result in a mandatory requirement for full, 100% upfront treatment payment for any and all future bookings before an appointment slot will be allocated to you.

Late Arrival Policy: We advise guests to arrive 10–15 minutes ahead of the allotted appointment time. If you arrive more than 10 minutes late, the clinic reserves the right to cancel or shorten your session to prevent overlapping onto subsequent medical appointments. This will be classified as a late cancellation, the deposit will be retained, and future bookings will be subject to the upfront payment penalties outlined above.

Refund Policy: All completed treatments, administered product syringes, performed surgical operations, and opened clinical packages are strictly non-refundable. Once a clinical transaction or procedure is completed, we do not offer refunds, credits, or exchanges under any circumstances. If you are not completely satisfied with a product or service, please contact us directly; please note that any refunds outside of statutory errors are entirely discretionary and are issued on a strict case-by-case basis.

5. On-Site Clinic Rules & Patient Responsibilities

Inclusivity: We welcome everyone to our clinic. Most of our non-surgical treatments are fully suitable for all genders. If you are unsure if a treatment is right for you, please consult our team or email [email protected].

Strict Age Restriction (GMC & JCCP Standard): Following ethical medical standards outlined by the GMC and JCCP, all medical consultations, surgical operations, and aesthetic treatments are strictly restricted to adults aged 18 years old and above. We enforce a zero-tolerance policy for treating minors under any circumstances, and valid photographic identification may be requested upon arrival to verify age.

Medical Disclosures: If you are pregnant, breastfeeding, or have any changing medical conditions, medications, or allergies, you are strictly required to let your practitioner know in advance of your treatment so we can advise safely.

Personal Property: A secure space or wardrobe is provided in therapy rooms for your personal effects. Please keep your valuables safe; the clinic will not accept responsibility if any personal items are lost, stolen, or damaged on the premises.

Clinic Environment: We provide a relaxing, confidential, and peaceful medical atmosphere. We kindly appreciate guests not bringing children or babies into the clinical treatment areas.

Patient Aftercare Responsibility: Clients must strictly follow all pre-treatment and post-treatment aftercare instructions provided by the clinic. We are not responsible for any complications, poor healing, or adverse reactions arising directly from a failure to follow post-treatment guidance.

6. Post-Operative Care & Follow-Ups

Complimentary Surgical Follow-up: All patients undergoing a minor surgical or oculoplastic operation receive one complimentary follow-up consultation within 14 days post-procedure (covering clinical assessment and suture removal if applicable).

Additional Consultations: Any extra unscheduled consultations requested within this initial 14-day window, or any subsequent follow-up care sought after the 14 days, will be billed as a separate Post-Op Ophthalmology Consultation at a flat rate of £150.

7. Complaints Policy & Procedure

We strive to provide exceptional care and ensure all clients are treated with respect, dignity, and professionalism. If you are dissatisfied with any aspect of your experience, you are fully entitled to lodge a complaint.

Initial Resolution: We encourage you to raise any minor immediate concerns directly with the treating doctor or clinical team on-site right after your appointment to facilitate a rapid, amicable resolution.

Formal Written Complaints: If your issue cannot be resolved informally, you must submit a formal complaint in writing via email to [email protected].

Timeframes for Submission: Complaints should normally be raised within 6 months of the incident or treatment date. We may investigate concerns raised up to 12 months post-procedure if there is a fair and reasonable cause shown for the administrative delay.

Our Investigation Timeline:

• We will formally acknowledge receipt of your written complaint within 48 hours.
• A comprehensive clinical or administrative review will be conducted, and we aim to provide a full, definitive written response or resolution proposal within 10 business days.

8. Website Access, Permitted Use & Intellectual Property

Intellectual Property Rights: All intellectual property rights, trademarks, logos, clinical text, graphics, photographic case studies, videos, and software code on this Site are owned directly by us or our licensors. All material is protected by UK and international copyright laws. You may download or print individual pages for personal, non-commercial home use only. You are strictly prohibited from copying, scraping, reproducing, republishing, reverse engineering, or distributing any content or code for commercial purposes without prior written authorization.

Access and Registration: It is your responsibility to ensure your digital equipment meets the specifications to safely use the Site. If you are provided with a log-on ID or password as part of our booking security procedures, you must treat such information as confidential. We reserve the right to disable any log-on ID at any time if you fail to comply with these provisions.

Site Availability: We cannot guarantee continuous, uninterrupted, or error-free operability of the Site. Features or content may be modified, suspended, or withdrawn at our sole discretion without notice, and we carry no third-party liability for Site downtime or modifications.

Prohibited Content & Postings: If the Site features public portals, reviews, or communications, you agree not to post or transmit any material that is unlawful, threatening, abusive, defamatory, obscene, or infringing on third-party privacy or intellectual property rights, or which contains software viruses.

External Links: The Site may feature links to external third-party websites or promotions. These are provided strictly for user convenience; we do not operate, control, or assume responsibility for the privacy practices, availability, or content of external sites.

9. General Legal Framework & Privacy Principles

Privacy Compliance: By submitting personal information to or via the Site, you agree to the collection, use, and disclosure of your personal data in full compliance with UK privacy legislation and data protection acts. We collect personal data lawfully (such as name, email, and preferences) to understand patient needs, respond to inquiries, process payments, verify records, and protect against fraud or negligence.

Data Rights: You retain the absolute right to correct, update, or request deletion of your personal information from our records at any time by contacting [email protected].

Statutory Liability Limits: Nothing in these Terms seeks to exclude or limit our liability for death or personal injury caused directly by clinical negligence, fraudulent misrepresentation, or any other liability that cannot be legally limited under English Law. Subject to this, if you are a consumer, we are not liable to you for any business or commercial losses. Any liability we do have for losses you suffer is strictly limited to losses that were reasonably foreseeable.

Governing Law and Jurisdiction: These Terms, along with all clinic operations, bookings, and surgical procedures, are governed exclusively by English Law. Any legal disputes arising regarding these terms, website usage, or clinical services will fall under the exclusive jurisdiction of the Courts of England and Wales.

Patient Acknowledgment

By paying your 20% booking deposit, completing an online contact or registration form, or purchasing a treatment course, you explicitly agree to be bound by the terms of this complete Policy.

Contacting us

Please submit any questions you have about these terms and conditions or any problems concerning the Site by email to [email protected]