Information

• All patients are required to provide their full contact details, including address, telephone, and email to secure an appointment.

• All patients will be required to complete a medical history form at their first appointment, this is necessary to inform the consultation and treatment planning process. We are a medical clinic and not a beauty salon, and as such medical history details are necessary.

• All information will be treated as confidential and protected in accordance with Data Protection legislation (GDPR)

• Patient information will not be shared with third parties without written permissions, and you will not receive unsolicited information from us.

• You may choose to remove yourself from our mailing list at any time, by unsubscribing.

New Patient – Telephone Consultation

Whilst telephone consultations are not ideal, we acknowledge some circumstances when this service may be helpful; particularly for our patients who will be travelling long distances. New patients, seeking advice from a practitioner in a telephone discussion, require a diary appointment of 30 minutes. Patients must call the clinic at the time agreed. A charge of £50 is made, payable in advance, which is redeemable upon booking and undertaking aesthetic treatment.

Appointments

• You will be sent appointment reminders the day before your appointment, either by text or email.

• Please do NOT attend the clinic for an appointment if you are unwell. If you are unsure, please call and discuss with the practitioner. Many treatments are contraindicated if you are unwell; this includes colds, cold sores, or local skin infections.

• Routine review appointments are offered after treatment with Botulinum Toxin as a courtesy. No additional treatment is provided once the review period of 2-3 weeks has passed.

• New patients are seen for consultation and assessment; except in exceptional circumstances, with prior arrangement, we do not offer treatment on the first visit.

• We reserve the right to decline to treat.

Payment

• A deposit of £50 is taken to secure an appointment and may be redeemed against treatment. The deposit is not refundable nor transferable if the appointment is cancelled with less than 48 hours’ notice. Deposits are necessary to mitigate against appointments made but not attended, which wastes precious diary time which someone else might have used.

• Patients will receive one initial consultation free of charge; subsequent consultations will be subject to a £50 fee, which may be deducted against treatment costs.

• You will be advised of the full costs of any treatment plan proposed and agreed, including that of any maintenance treatment, before any treatment is undertaken.

• Payment is taken, in full at the time of treatment.

• The clinic accepts cash, or major debit and credit cards.

• An additional deposit will be taken for some treatments and in some circumstances

Cancellation

• Please provide as much notice as possible if you need to cancel or reschedule your appointment, so that we may make best use of our appointment diary.

• Deposits taken when your appointment is made are non-refundable in the event you need to cancel with less than 48 hours’ notice, except in exceptional or unavoidable circumstances.

Refunds

Fees charged for treatment are for the delivery of a treatment and the accompanying service, which is inclusive of.

• Consultation and assessment

• Provision of information and advice

• Safe treatment with evidence-based products

• Follow up appointments and aftercare advice and support as appropriate

Whilst we undertake to provide excellent service; factual, honest, and ethical advice, safe, expert treatment in experienced hands and only the best products, we cannot guarantee your results and cannot offer refunds if the results achieved fail to meet your expectations.

Skincare sales / gift voucher redemptions

• Our DiBi skincare products or other skincare brand products are non-returnable/refundable once purchased and no longer on clinic premises.

Children

We do not treat children or young adults under the age of 18.

Please do not bring children to the clinic (unless absolutely necessary, and they are old enough to be left unsupervised. Please call and check first, as we reserve the right to decline for safety and security reasons.

Children will not be allowed to accompany you into the treatment rooms.

Terms for special discounts/offers and vouchers.

Terms on each specific offer, when promoted for special discounts / offers / vouchers will be provided with each offer.

Terms vary with each offer, please read them carefully.

Feedback

We welcome all feedback, especially positive, but also including when your experience has been less than satisfactory. This helps us identify areas for improvement and drives continuous improvements in our service. You can provide feedback in the following ways:

COMPLAINTS

• At Pom Pom Aesthetics Clinic we endeavour to treat all our patients appropriately, compassionately and fairly. If, however, you have an issue with any matter in relation to your treatment you are entitled to lodge a complaint, either in person, by telephone or in writing to: [email protected].

• In the first instance please contact us either by telephone or email to let us know what your concerns are. If we can address these at the time we will endeavor to do so.

• We may need to make an appointment for you to be seen so that we can properly assess and document, listen and discuss your concerns.

• Your complaint will be acknowledged within 2 working days and we will do our best to resolve your complaint locally within 28 days. Should you remain unhappy with our final response or investigation you may be able to refer your complaint to the Independent Sector Complaints Adjudication Service at iscas.org.uk within 6 months of the final response. Please see our separate Complaints Policy.

• If your complaint cannot be managed informally, we will follow our formal complaints policy available either from us in clinic when we will provide you with a printed version, or on our website.

Behaviour in and outside the Clinic

• Please do not bring food or drinks in disposable containers into the clinic

• Please observe the peaceful surroundings of the clinic and keep voices or noise to a minimum

• We are a friendly and professional team here, ensuring a positive experience for all our clients and visitors. Abusive or aggressive behavior will not be tolerated

CONSENT

• All patients will be required to sign an informed consent prior to undergoing any treatment.

BIRTHDAY, REFERRAL, SURVEY AND REVIEW VOUCHER TERMS & CONDITIONS:

• These vouchers are non-transferable and have no cash value.

Vouchers must be redeemed within 30 days of the issue date.

Vouchers cannot be used against skin care products, prescription products or procedures or doctor treatments.

These vouchers cannot be used in conjunction with any other offer and apply to treatments with a minimum spend of £100.

The £50 referral voucher will be applied to a patient’s account once the referred person becomes a paying patient.

GIFT VOUCHERS

• Gift vouchers are non-transferable and cannot be exchanged for cash.

Gift vouchers are non-refundable.

Gift vouchers can be purchased for a specific treatment or value.

Gift vouchers are strictly valid for 12 months from date of purchase only.

Gift vouchers can only be redeemed in clinic and not online.

SPECIAL OFFERS AND SEASONAL FACIALS

• One facial per person can be purchased, these cannot be purchased as a course of treatments.

Non-transferable.

Special offers will be subject to diary availability and suitability.

Each offer will have an expiry date, please check before purchase.

TREATMENT PACKAGES

• Treatment packages (courses of treatments) are valid for 12 months and all treatments must be used within this time, or they will be forfeited.

• Unused or part used treatment packages will not be refunded unless you are deemed medically unsuitable to continue by your practitioner. In these circumstances the remaining value of your package can be applied to an alternative treatment, or the number of single treatments will be calculated, and the balance can be refunded.

• Treatment Packages Are Non-Transferable to Products.

LIABILITY

• It is the patient’s responsibility to ensure that he or she provide the clinic with all relevant medical details prior to each treatment. The clinic will not be liable for any damage that occurs because of the patient’s failure to disclose such details.