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Terms and Conditions of Business

Skintique Clinics Limited

1 Introduction

1.1 We are Skintique Clinics Limited (Skintique Clinic, we, us, or our), a company registered in England with number 10540938 whose registered office and clinic address is at 342 Welford Road, Leicester, LE2 6EH.

1.2 This document sets out the terms and conditions (Terms) upon which Skintique Clinic provides products and services to its clients (you, your). Please ensure that you have read and fully understood and accept the Terms prior to booking any appointment with Skintique Clinic or purchasing any products from us.

1.3 These Terms, together with your treatment plan and treatment consent (where applicable) will constitute the legal agreement between Skintique Clinic and you in relation to any products and/or services you buy from us, and sets out your legal rights and responsibilities, our legal rights and responsibilities and certain key information required by law.

1.4 If you don’t understand any of these Terms and want to talk to us about it, please speak with us in person at Skintique Clinic or telephone us for assistance.

1.5 Separate additional treatment policies may apply depending upon the services we provide to you. We will provide you with electronic and/or paper copies of any such applicable treatment policies prior to delivering the services to which they relate.

2 Opening times and contact details

2.1 Our Skintique clinic opening times are as follows:

Monday: 9.00am to 4.00pm
Tuesday: 10.00am to 8.00pm
Wednesday: 10.00am to 6.30pm
Thursday: 10.00am to 8.00pm
Friday: 9.00am to 6.30pm
Saturday: 9.00am to 3.00pm

2.2 Our clinic telephone numbers are answered between 8am and 8pm Monday-Friday & 8am-4pm on a Saturday. These are as follows:

Main number 0116 2700 123
Mobile No. 0788 434 8585

Please note at times these numbers may be diverted and therefore there will be a pause in connection.

3 Information we give you

3.1 By law, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 say that we must give you certain key information before a legally binding contract between you and us is made (see clause 3.2 below). We will give you this information in a clear and understandable way. Typically, we will do this in our clinic before you buy products or services from us. Some of this information is likely to be obvious from the context. Some of this information is also set out in these Terms or related documents, such as information on our complaints policy and procedure (see clause 15 below).

3.2 We will give you information on:

3.2.1 the main characteristics of the services you want to buy (including the any applicable treatment policies, as referred to at clause 1.5 above);

3.2.2 who we are, where we are based and how you can contact us;

3.2.3 the total price of the services including any VAT (or where this cannot reasonably be worked out in advance, the manner in which we will work out the price);
3.2.4 the arrangements for payment, carrying out of the services, and the time by which we will carry out the services;

3.2.5 our complaint handling policy;

3.2.6 our after-care services; and

3.2.7 how long the contract is for and how to end it.

3.3 The key information we give you by law forms part of this contract between you and us (as though it is set out in full in the Terms).

3.4 If we have to change any key information once a legally binding contract between you and us is made, we can only do this if you agree to it.

4 Your privacy and personal information required by us

4.1 Your privacy and personal information are important to us. Any personal information that you provide to us will be dealt with in line with our Privacy Policy, which explains what personal information we collect from you, how and why we collect, store, use and share such information, your rights in relation to your personal information and how to contact us and supervisory authorities if you have a query or complaint about the use of your personal information.

4.2 Our Privacy Policy is available at or a copy can be obtained from our clinic.

4.3 In order for us to provide services to you and prior to you attending an appointment at our clinic, you will be asked to provide contact details, including your full name and date of birth, home address, telephone numbers and email address.

4.4 We will also ask you to complete a number of medical questionnaires before attending an appointment. We shall be entitled to refuse to provide services to you or to limit the services we provide to you if you fail to complete or to adequately complete any or all of the questionnaires or fail to provide any additional information reasonably required by us. We may ask you to update these forms on a periodic basis, if required.

5 Staff

5.1 Depending upon the services that you wish to buy, you will be treated either by a therapist, nurse or doctor.

5.2 All therapists at our clinic are trained in accordance with Skintique Clinic’s treatment protocols and therefore whilst we cannot guarantee you continued treatment with a named therapist, we will endeavour to keep you with one therapist throughout your treatment journey subject to staff holidays, sickness and other events beyond our control.

5.3 Certain treatments will only be provided by a doctor or a particular therapist. If, for any reason, we are unable to honour an appointment made by you with a doctor or a particular therapist we will contact you as soon as reasonably possible to arrange a mutually convenient alternative time.

6 Making an appointment and appointment pre-payments

6.1 Appointments can be made in person by visiting our clinic, by telephone or through our online booking system. An appointment will only be regarded by us as confirmed once your pre-payment (detailed at clauses 6.3 and 6.4 as appropriate) has been received by us.

6.2 Prior to a first treatment taking place, you will be required to have an initial consultation with a therapist or doctor (as the case may be). A further consultation or patch test may be required in relation to different treatments.

6.3 To secure an appointment with a Skintique Clinic therapist or doctor, a pre-payment must be paid by valid debit or credit card at the time of booking. This pre-payment will be retained by us and offset against your treatment cost at the end of your final appointment, subject to our cancellation and rescheduling policy (see clause 7 below). In the event that the therapist decides not to proceed with any treatment for you following your initial consultation, your pre-payment will be returned to you.

6.4 To secure an appointment with Dr Hancock, a pre-payment must be paid by valid debit or credit card at the time of booking. This payment is redeemable against treatment in accordance with the remainder of this clause 6.4.

6.5 If Dr Hancock (acting in her sole discretion):

6.5.1 decides not to proceed with any treatment for you, your pre-payment will be refunded to you in full; or

6.5.2 after providing a treatment to you, decides that a follow up appointment is required, the pre-payment will continue to be held by us on account until after that follow up appointment when it will be refunded in full subject to our cancellation policy (see clause 7 below). Full payment for your treatment will also be required in accordance with clause 8;

6.5.3 after providing a treatment to you, decides that no follow up appointment is required, the pre-payment will be off-set against the cost of your treatment. The remainder of the treatment cost must be paid in accordance with clause 8.

6.6 If, after a successful initial consultation, you decide not to proceed with any treatment, we will retain your appointment pre-payment and not charge you any additional fee.

6.7 Please arrive for your appointment at least 15 minutes in advance so that all the necessary paperwork (including the questionnaires) can be completed and checked. It is advisable to complete your medical questionnaire (which can be accessed by a link in your confirmation email and/or text confirmation) beforehand to save time on the day and also so we can make sure as far as possible that you are not contraindicated for your treatment.

6.8 Late arrival may result in either reduced treatment time or the appointment being logged as a ’no show‘ which will be decided by Skintique Clinic acting reasonably in its own discretion. As a result, we may decide (acting reasonably) that either your appointment pre-payment, or a treatment from your treatment course package, will be forfeited. Skintique Clinic 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. We do not offer compensation if we have to cancel or reschedule your appointment.

6.9 Prior to your appointment we will inform you by email of any preparation guidelines or pre-treatment advice that must be followed in advance of your treatment; this will usually be by separate emails. Failure to follow these guidelines and/or advice may result in your therapist or doctor being prevented from carrying out the relevant treatment and:

6.9.1 the subsequent cancellation of your appointment;

6.9.2 reduced treatment time, and/or

6.9.3 additional fees being charged.

It is therefore important that you provide a valid email address to which we will send such information.

7 Changing or cancelling an appointment and ‘no shows’

7.1 You must telephone us at least 48 hours before your appointment time if you wish to cancel or rearrange your appointment. Please note cancellations can only be made between 8:00am to 8:00pm Monday to Friday and on a Saturday from 8:00am to 4:00pm. Out of hours messages will not be accepted.

7.2 Failure to cancel or rearrange at least 48 hours before your appointment may result in the loss of your appointment pre-payment or, if you do not have an appointment pre-payment on account, the loss of a treatment from your course. Forfeiture of a pre-payment or a treatment in such circumstances shall be at the Clinic Manager’s or Director’s discretion.

7.3 Should you forget about your appointment despite our reminder emails and SMS messages then (at the Clinic Manager’s or Director’s discretion) either:

7.3.1 any appointment pre-payment you have paid; or

7.3.2 a treatment from your treatment course, will be forfeited.

7.4 In the event of an appointment pre-payment being forfeited for late cancellation, late rescheduling or a no-show you will be required to pay a further appointment pre-payment before rebooking.


8 Charges and payment

8.1 We will let you know the basis of calculating the charges for the treatments and related goods we provide when you book a treatment or treatment course with us.

8.2 Our standard charges are set out in our price lists and price guides which are available at the clinic or on our website, . Please note that, due to the nature of some treatments, prices may vary. We will make you aware of this and use reasonable endeavours to provide you with an estimate of the appropriate charges prior to your treatment. Our prices (for treatments and products) are in pounds sterling (£)(GBP) and include VAT at the applicable rate.

8.3 Save as provided in clause 8.4, we accept cash and credit or debit cards. All payments by credit or debit card need to be authorised by the relevant card issuer.

8.4 We do not accept payment by AMEX.

8.5 Your credit or debit card will be charged:

8.5.1 in the case of an appointment pre-payment, at the time of booking;

8.5.2 in the case of payment for an individual treatment, immediately subsequent to that treatment;

8.5.3 in the case of a treatment course and unless clause 8.5.4 applies, the full treatment course price in advance of the first treatment, in accordance with clause 11.2;

8.5.4 where payment has been agreed by us under the GoCardless prepayment scheme and save as set out in clause 8.5.5, in accordance with clause 12 below and the GoCardless Prepayment Direct Debit Instruction Form signed by you; and

8.5.5 if you are in arrears of payment under the GoCardless prepayment scheme, immediately prior to your treatment.

8.6 For products, your credit or debit card will be charged at the time of actual purchase (including pre-orders, where the time of purchase shall be the time of the pre-order).

8.7 If your payment is not received by us under this clause, notwithstanding any other rights we may have at law or under these Terms, we may also charge interest on any balance outstanding at the rate of 4% per year over the Bank of England base rate. We will email you to let you know if we intend to do this.

9 Treatment suitability and your expectations

9.1 Prior to any treatment being carried out, we will use our reasonable endeavours to assess, based on the information provided by you and your initial consultation, whether a treatment is suitable for you or likely to be successful. Not everyone is a candidate for a treatment requested by them and results may vary from person to person. Skintique Clinic therefore cannot and does not guarantee the results that may be obtained from any particular treatment.

9.2 If we conclude that a treatment is not suitable for you or is likely to be unsuccessful, we will explain the reasons why. Alternatively if, at any time during the treatment process and acting reasonably, we conclude that your expectations from the treatment requested or being provided exceed the results that we anticipate can be achieved through that treatment, we may refuse to provide, or to continue to provide, the treatment requested by you. In either case stated in this clause 9.2 and if treatment has not commenced, we will not charge you for the initial consultation and your appointment pre-payment will be refunded in full. If your treatment or treatment course is already underway, we will not charge you for the remainder of your treatment course PROVIDED THAT payment(s) to date are sufficient to cover the cost of treatments already carried out.

9.3 Laser treatments: Skin that is tanned in some way (either through cosmetic tanning products, sun exposure or artificial means such as sun beds) is unsuitable for laser treatments. If, on your arrival, we decide (either as a result of a visual assessment by us or by using a SkinTel Reader) that you are unsuitable for treatment for this reason, we shall be entitled to cancel your appointment and:

9.3.1 if you have purchased a course of laser treatments, you will forfeit one of the treatments; or

9.3.2 if you have purchased a single laser treatment, you will be charged the full cost of that treatment.

10 Children

10.1 Subject to clause 10.2, children under the age of 16 are not allowed in any area of the clinic, including the reception area. Our clinic staff are neither trained nor insured to look after children.

10.2 It is our general policy not to treat individuals under the age of 18 years. If we make an exception to treat an individual who is under 18, they will only be allowed in the treatment rooms if they are accompanied by their consenting parent or carer.

11 Treatment courses

11.1 A treatment course is a series of two or more treatments of the same nature taken at different times, such as laser treatment or HydraFacial MD.

11.2 Unless you are paying by the GoCardless prepayment scheme (in relation to which please refer to clause 12 below and the GoCardless Prepayment Direct Debit Instruction Form signed by you), when you purchase a treatment course, you must pay for all treatments in that treatment course in advance of the first treatment.

11.3 Unless specifically advised by us at the start of your treatment course that your course will last longer than 12 months, a treatment course must be taken in its entirety within 12 months of the date of purchase. Any treatments left untaken after 12 months will be forfeited and no refund in respect of the unused treatment(s) will be given.

11.4 Payment for a treatment course is non-refundable in whole or in part, however Skintique Clinic may consent to an account balance for untaken treatments being transferred to alternative treatments. Your account balance is calculated by deducting the full individual list price of all treatments already taken during that treatment course, plus any charges for non-attendance, late cancellation or late rescheduling, from monies paid by you for the treatment course, with the resulting balance remaining in your clinic account. If the resulting balance has a negative value, you will be invoiced for such negative balance.

11.5 Cancellation of a treatment course will also incur a £25 administration charge, which charge covers therapist and management time in calculating any refund and/or changes to the treatment course.

11.6 Skintique Clinic reserves the right to recommend a change in your treatment programme during your treatment course in order to meet your individual needs.

12 The GoCardless prepayment scheme

12.1 Subject to approval by us and any credit checks we may decide to carry out, you may pay in instalments for treatment courses over the value of £350 through our GoCardless prepayment scheme. This is a third party scheme facilitated by GoCardless Ltd (company registration number 07495895). We will calculate the treatment course pre-payment payable by you, which is usually between 30% and 35% of the total treatment course price, but in some instances may be more than 35%. This treatment course pre-payment is payable by you at the time of booking your first treatment. Subsequent payments must be made by direct debit over an agreed period depending on the treatment length. This period of time will be notified by us to you in the GoCardless Prepayment Direct Debit Instruction Form signed by you.

12.2 The first direct debit payment due under the GoCardless prepayment scheme will be taken on the 1st day of the month following the month of the treatment purchase.

12.3 Once you have agreed to pay for your treatment course through the GoCardless prepayment scheme, you will be contractually bound to make all the instalment payments. If you fail to pay any instalment when due and that instalment is still outstanding 7 days after we send you a written reminder to pay it, the full outstanding balance of the treatment course price will become immediately due and payable by you.

12.4 You agree to be bound by any additional terms and conditions set out in the GoCardless Prepayment Direct Debit Instruction Form signed by you.

13 End of the contract between you and us

If the contract between you and us is ended it will not affect our right to receive any money which you owe to us under that contract.
14 Limit on our responsibility to you

14.1 Except for any legal responsibility that we cannot exclude by law (such as for death or personal injury) or arising under applicable laws relating to the protection of your personal information, we are not legally responsible in contract, tort or otherwise for any economic loss (including, without limitation, loss of profit), or for any other special, indirect or consequential loss or damage arising out of, or in connection with, the provision by us of any goods and/or services to you.

14.2 It is your responsibility to ensure that you provide us with all relevant medical details in advance of each treatment. Skintique Clinic will not be liable to you for any damage that occurs as a result of your failure to disclose such details.

14.3 You agree to comply with all instructions and/or recommendations given to you by, or on behalf of, Skintique Clinic regarding the care of a treated area.

15 No Waiver

No waiver by Skintique Clinic of any breach of these Terms and Conditions by the Client shall be considered as a waiver of any subsequent breach of the same or any other provision.

16 Faulty services and complaints

16.1 Nothing in these Terms affects your legal rights under the Consumer Rights Act 2015 (also known as ‘statutory rights’). You may also have other rights at law. Please contact us using the contact details at clauses 1.1 and 2.2 if you believe that any treatment we have provided is faulty. We will investigate the matter and (if appropriate and after consultation with you) may offer:

16.1.1 to repeat the treatment;

16.1.2 to correct the treatment;

16.1.3 a price reduction; or

16.1.4 a refund.

16.2 Skintique Clinic endeavours to treat all its clients appropriately, compassionately and fairly. If, however, you have an issue with any matter in relation to your treatment at Skintique Clinic you are entitled to lodge a complaint. All complaints are dealt with initially by our Clinic Manager. Complaints of a non-medical nature will be handled in their entirety by the Clinic Manager. Complaints relating to treatments will be discussed with the relevant practitioner (being a therapist or doctor) and you may be required to attend an additional consultation with that practitioner or an alternative member of the clinic’s medical team, including the Medical Director. The objective of this process is to provide an explanation or a solution to your concerns.

16.3 Skintique Clinic’s complaints policy and procedure can be accessed at or a copy can be obtained from our clinic.

16.4 If you want to take court proceedings, the English courts will have exclusive jurisdiction in relation to the contract between you and us. The laws of England and Wales will apply to that contract.

17 Policy on Pets

Pets are not permitted in any area of the clinic (including the reception area) for hygiene reasons.

18 Offers and promotions

The Appendix to these Terms sets out current offers and promotions offered by Skintique Clinic. All offers and promotions are subject to availability and we reserve the right to vary or withdraw any such offers or promotions without notice at any time. Please contact the clinic for up to date details of our offers and promotions.

19 Third party rights

No one other than Skintique Clinic and you has any right to enforce any of these Terms.


Offers and Promotions

Discounts are not valid in conjunction with any other current offer/promotion and exclude consultations and treatments with Dr Hancock.
All offers are subject to a full consultation and patient suitability.

When booking with a promotion or offer, please ensure that the date of your appointment with the clinic is before the offer expires. We will not honour any promotional discount or offer in respect of any appointments attended after the relevant expiry date.

Offers and promotions sent via email or SMS message are valid from the date the email or message was sent. The charge for any booking made prior to the receipt of said promotional email or message cannot be discounted or claimed retrospectively.

When taking advantage of a treatment offer you must make payment before the offer expires. If you are using our GoCardless prepayment scheme you must start your payments before the offer expires.
Full payment of discounted treatments or courses at open evenings and red carpet events must be made at the time of the relevant evening/event, unless you opt to use our GoCardless prepayment scheme for treatment courses. Please see clause 12 of our Terms in relation to this scheme.

Laser Refer a Friend Scheme

A discount of £25 will only be applied to the referrer’s clinic account once the referred friend has paid in full for their treatment. This £25 discount is redeemable only against treatment courses.
Gift Vouchers

Skintique Clinic reserves the right to refuse treatment to a recipient of a Skintique Clinic gift voucher. In the event of this happening, we will provide the original purchaser of the gift voucher with a full refund.

If you have received a Skintique Clinic gift voucher and wish to redeem it, please bring your gift voucher with you to your appointment. Gift vouchers will only be honoured upon presentation.

Gift vouchers are valid for 12 months and are not refundable, but are transferable subject to our Terms and client suitability.