CLINIC POLICY

Terms and Conditions of Services

Policy version 2.3 - 01/09/2024

Section 1 - Contract

Section 2 - Payments

Section 3 - Service Delivery

Section 4 - Treatment Compliance

Section 5 - Complications

Section 6 - Booking and Cancellation Policy

Section 7 - Promotions and offers T&Cs

Section 8 - Complaints

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Privacy Policy

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Business Enquiries

1: Client and Service Provider contract

1.1. By placing a deposit or purchasing a treatment in part, or in full, from TT Medical Clinic (from here on referred to as the ‘service provider’), the client is entering a contract between them as a client (service user) and the service provider following the business’s policy as laid out in these terms and conditions.

1.2. We, the service provider will deliver all care and treatments which have been purchased to accepted national or manufacturer advised clinical standards by Aesthetic Practitioners or Technicians who are trained, competent and insured to deliver the treatments.

1.3. We, the service provider will offer person centred advice on the best treatments for the service user to achieve realistic, desired outcomes depending on their budget. All care and clinical assessments and reviews will be undertaken by Aesthetics Practitioners. For some treatments, Aesthetic Technicians may deliver care and treatments from a prescribed care plan.

1.4. We, the service provider will only deliver treatments which are safe for the individual client based on their medical history, medications and individual risk factors. The service provider will not bypass these best practice guidelines by agreeing to liability or risk waivers.

1.5. Service users will fully and truthfully disclose their medical history, medications or any other details which may affect their treatments. Failure to do so may result in a failure of any insurance claim if an adverse effect occurs as result of non-disclosure of medical history.

1.6. We, the service provider will provide appointment slots for treatments which are within optimal clinical windows for best outcomes.

1.7. We, the service provider will provide timely and responsive follow up care in the event of adverse treatment reactions or complications and provide escalating advice in the case of emergencies.

1.8. We, the service provider will offer a safe, evidence-based service following the guidelines and requirements of the Independent Health Care (Wales) Regulations 2011.

1.9. The service user will pay for all treatments in full and agree to pay any deposits or re-booking fees that may be incurred if cancelling or changing appointments at short notice (see the booking and cancellation policy).

1.10. The service user will attend for booked appointments or otherwise contact the service provider in advance if they need to change or cancel appointments.

1.11. The service user will follow all clinical advice and instructions relevant to the agreed treatment they have chosen.

1.12. The service user will inform the service provider of any problems, complications or adverse reactions at the earliest practical opportunity to allow appropriate and timely clinical and treatment review to be organised.

2: Payments

2.1. Services from the service provider must be paid for in full on the day of their treatment if they have not paid in full in advance. Deposits are required as per our booking and cancellation policy and are deducted from the costs of treatments on final payment.

2.2. Full costs of all treatments are inclusive of VAT and can be found on the booking page at https://portal.aestheticnursesoftware.com/book-online/5210.

2.3. For bespoke treatments and courses, the Aesthetic Practitioner will provide a cost on Consultation. These costs will be inclusive of VAT.

2.4. Payment can be in the following ways. A mixture of payments can be accepted (i.e. if using a gift card): 

•       Cash

•       Bank transfer (BACS)

•       Credit/debit card

•       Redeeming a pre-paid gift card

2.5. Receipts can be provided upon request.

2.6. Regarding Gift cards/vouchers: Gift vouchers can be purchased for any value and exchanged for treatments or products. Partially used vouchers will be amended to show the value remaining and signed by a business employee. Used vouchers will be retained by the business. 

Gift vouchers must be used within 12 months of purchase.

Gift vouchers are non-refundable and cannot be exchanged for money.

2.7. Regarding Discounts and offers: We, the service provider will not haggle prices or price match other businesses and providers.

We offer an exclusive clinic experience from highly trained, experienced, registered professionals and use the best quality products from fully licensed suppliers to ensure service users receive safe, high-quality treatment. Our service cannot be compared other clinics who may have entirely different models, products and standards of practice.

3: Service Delivery:

3.1. We, the service provider will deliver all treatments paid for by clients including planned courses of treatment which have been purchased. 

3.2. If a client purchases a course of treatment, commences their course and choses to not complete the course of treatment, the remainder of the course is non-refundable.

3.3. If a client cannot complete a purchased course of treatment because of an adverse reaction to the treatment, The service provider will offer alternative treatments of equal value to the outstanding treatments.

3.4. If a client cannot complete a purchased course of treatment because of a new medical illness which occurs after a course of treatment has started which results in a contraindication to the treatment, we will offer alternative treatments equal to the value of the undelivered purchased treatments or we can delay treatment until the condition has resolved. However, the service provider does not accept liability if the outcome of treatment is not optimal because of such circumstances.

If a new medical condition presents an ongoing contraindication to treatment, and this prevents us, the service provider from delivering any treatment of equal value to the service user, a refund may be offered. Refund on outstanding treatments will only be issued upon sight of a medical letter from an appropriate medical professional (such as a GP or a registered hospital specialist) as evidence of the condition which is preventing treatment delivery.

3.5. If the service provider becomes aware of a medical condition contra-indicated in their chosen treatment the service user has that was not disclosed, the service provider cannot continue to deliver the treatment. Alternative treatments will be offered to equal value but a refund on undelivered treatment will not be offered in these circumstances.

4: Treatment Compliance:

4.1. For all treatments delivered in courses, there are 'time windows' in which repeat treatments should be delivered to achieve optimal results. For example, laser hair removal on the body needs to be repeated every 6 weeks for best results. In this example, treatment cannot occur again excessively early as this could cause harm but if there is an excessive delay in the next treatment, it could reduce the efficacy of the treatment course. It will still work, but slower and may take more sessions overall. As such, clients booking courses of treatments will be advised if they are having a treatment which has time sensitive follow ups. We will aim to book in treatment sessions at times that fall within acceptable time frames for optimal effects that are also convenient with the client. To this effect:

4.2. If a client chooses to delay a treatment from a purchased course of treatments, they will be advised if the length of delay will impact the optimal outcomes of the treatment.

4.3. We, the service provider accept no liability for treatment courses which fail to achieve the realistic, desired outcomes of service users when the service user has failed to book in for appointments within the agreed optimal clinical timescales. We, the service provider will always offer booking slots within optimal clinical timescales for clients on a course of treatments.

4.4. If a service user has paid for a course of treatments, they must book their appointments at the beginning of the course to ensure the business can provide them with appointments. If the service user needs to change an appointment, we, the service provider will endeavour to provide a new booking slot within their optimal clinical window, but this cannot be guaranteed, particularly with short notice (also see our booking and cancellation policy).

4.5. If a client fails to follow clinical advice, they may not be able to have their treatment and their appointment will be cancelled subject to fees as per our booking and cancellation policy. For example, they are sun burnt, tanned, used a sunbed or have used fake tan or have failed to shave prior to a laser treatment. We the service provider accept no liability if treatment courses are sub-optimal because of having to cancel and delay a treatment owing to service user failure to follow advice resulting in a contraindication to treatment.

4.6. If a service user attends an appointment clinically demonstrating signs of advised contraindications, they will not be treated and will have to rebook subject to fees as per our booking and cancellation policy.

4.7. If a service user repeatedly fails to follow clinical advice, we, the service provider reserve the right to not provide further services to the service user.

5: Complications:

As with any other form of health care intervention, complications, side effects and adverse reactions are a possibility with all our treatments. As such:

5.1. We, the service provider will not deliver any treatment to a service user unless they have completed and signed a medical questionnaire and signed their consent form specific to the treatment they are receiving. These must be completed before attending for an appointment so problems/cautions/contra-indications can be identified quickly.

5.2. Having consented to treatment, we, the service provider do not accept any liability for any adverse side effects or complications which arise as described risks within the consent process. 

5.3. However, the service we provide includes free follow up Consultation reviews and support in the event of adverse reactions or complications and same day, urgent appointments will be provided in the event of a problem. We, the service provider will provide appropriate escalating advice in the case of emergency situations.

5.4. If further treatment is required to treat an adverse reaction such as a prescription for medicine, this will be charged as a purchase depending on the treatment required.

5.5. If another Professional or service is required to manage an adverse reaction or complication, the service user will have to pay for that service. We, the service provider are not liable to pay for any treatment because of an adverse side effect or complication described within the consent process. 

6: Booking and Cancellation Policy

Booking

6.1. All treatments and consultations delivered by the clinic is by booked appointment only. ‘Walk ins’ cannot be accommodated.

6.2. Bookings can be made through the website booking page, by contacting us through messaging systems on social media, by phone or through our bookings team if a service user has come via an advert lead.

6.3. All treatments and consultations require a deposit to secure the appointment.

6.4. Failure or delay to pay a deposit will mean the appointment is not confirmed and may be given to another service user. As soon as a deposit is received, the appointment is confirmed.

6.5. Deposits cost:

•           If the treatment cost is under £50, the entire cost of treatment is required at the point of booking.

•           For treatments equal to or more than £50, a £50 deposit is required.

•           Botulinum toxin treatments require a £60 deposit per 50 units of toxin required.

•           Blood test deposits will vary depending on the tests requested. Full payment is required at the point of booking.

6.6. Regarding packages: If a service user has paid for a package of treatment, we advise they book in all their appointments at the earliest opportunity to ensure we can provide them with appointments that best suit them. The clinic can be very busy, and we cannot guarantee appointment availability to paid service users if they book late. The service provider accepts no liability for missed optimal treatment windows if a service user has failed to make an appointment ahead of time. 

6.7. Medical questionnaires, consent forms and the T&Cs are sent to client e-mail addresses at the point of a booking being confirmed. If you do not receive these forms, please check e-mail spam or junk mail folders and / or let us know in case a of an error in typing in an e-mail address.

These forms must be completed by service users before they come to clinic to allow the Aesthetic Practitioners to check in advance if they are suitable to receive their chosen treatment (for example, obvious contra-indications can be identified before coming to clinic and there is chance to change plans and / or re-assess). Failure to complete these forms ahead of the appointment could result in there not being enough time in during the appointment to complete all the forms and do the treatment as well. If this is the case, the appointment becomes a consultation at a cost of £50 and a new booking for the treatment will be required including a new deposit.

If you require extra help with completing medical questionnaires or consent forms, please let us know in advance so we can book additional time to do this.

Failure to complete forms before your appointment and / or respond to prompting contacts from the service provider may lead to your appointment being cancelled*.

*See our cancellation policy.
 

Attending Appointments

To meet the high demand of service users wanting treatment from our clinic, all appointments are scheduled by the time required to deliver the treatment. 

6.8. Service users must attend their appointments on time. We recommend leaving with time to spare to account for possible heavy traffic and parking, particularly if appointments are close to school traffic times. Ideally aim to arrive a few minutes early for your appointment. 

6.9. If a service user is more than 10 minutes late for their appointment, there maybe not enough time to deliver the treatment before the next service user arrives. We reserve the right to cancel the appointment* to ensure the rest of clinic does not run late and inconvenience other service users.

*See our cancellation policy.

6.10. If a service user knows they are or maybe late, please contact the clinic at the earliest opportunity to let us know. It may be possible that this can be accommodated with notice, but this cannot be guaranteed depending on other service user bookings.

Cancellations

Pertaining to the service user:

6.11. All deposits and processed payments are non-refundable. In the event a service user wishes to cancel their appointment/treatment. We, the service provider will offer alternative appointment dates/times or treatments (depending on the concern) of up to equal value of what the service user has paid.

6.12. If a service user needs to re-arrange an appointment they need to provide at least 3 days notice. Failure to provide sufficient notice will incur a £50 re-booking fee. 

6.13. If a service user has paid a deposit for a treatment and cancels with sufficient notice and does not immediately arrange a new appointment with us; they must book a new appointment date within 14 days. The new appointment date can be after of these 14 days, but failure to contact or respond to re-book within 14 days will result in the deposit being lost. A new deposit will then be required for future bookings.

6.14. Regarding packages:

•   A 'package' of treatments is a collection of treatments which may be the same treatment repeated several times, or different complimenting treatments combined into a a cost effective promotion.

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•   Like any other course of treatment from the service provider, once a package is paid for, it is non-refundable as per section 3.2 - 3.5 but we add the following details for packages below:

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•   If a service user wishes to cancel a package and they have not started any treatment, they will be refunded in full, minus the £50 deposit and any cancellation fees..

•   If a service user cannot continue a package because of a reaction or new medical contra-indication as described in sections 3.2 - 3.5 after they have started. Alternative treatments that the client can have of equal value will be offered. A refund will only be offered in the event that we cannot offer any alternative treatments in which case the refund will be issued minus the full value of treatments they have received already, not as a percentage of the total as these are promotional rates. 

For example, on the '8-week summer body sculpting package’, the cryolipolysis and facials are offered as free bonuses on the basis of having a full package and all treatments work out cheaper for buying a package. 

If the service user has bought and paid for the above package for £1499 (which includes 8 body sculpts, a free cyrolipolysis and facial normally worth £2352).  If a cryolipolysis and a single 2 area body sculpt have been delivered (at £249 each) - £498 plus £50 deposit (£548 total) will be deducted from the refund.

If the full cost of the individual treatments received exceeds the cost of the package, i.e. If a cryolipolysis and 6 body sculpt treatments have been delivered, the full cost of those treatments is £1743 - so no refund will be issued.

6.15. If a service user on a package fails to give minimum required notice of a change of appointment, cancellation or does not attend an appointment, we will charge a re-booking fee of £50 before we will recommence their package of treatment.

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Serial Non-Attenders (DNA)

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Service users failing to attend their clinic appointment without notice causes considerable disruption to the clinic. Practitioners spend time trying to contact service users to check they are ok and then need to follow up with them to try and re-book them in. Valuable clinic time is lost and other service users who could have been seen lose an opportunity to come to clinic sooner. While we are sympathetic to unexpected events or people having busy lives, our clinic is a business and its success depends upon us being able to offer service users treatments. As such service users who repeatedly fail to attend clinic are subject to the following conditions:

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6.16. In the event a service user who is having either serial treatments and has paid in advance or has bought a package, repeatedly does not attend clinic (more than once). We the service provider, reserve the right retain all payment received for the clinic time and resource that is wasted.

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For an individual appointment. The full cost of the treatment is retained and the service user will have to re-book and need to pay for another appointment. 

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For appointments as part of a package. The appointment will be forfeited from the package and if the service user wants to re-book they will need to pay for another treatment at the non-promotional cost.

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If a service user becomes a serial non-attender, all future treatments and services will need to be paid in full before we book them more appointments and they will be subject to this condition (6.16).

Pertaining to the service provider:

6.17. In the event we, the service provider, must cancel a service user’s appointment for any reason (including but not limited to; Practitioner sickness/absence, problem with the clinic building or equipment, stock problem etc.), we will aim to rebook the service user as soon as possible at a time that is convenient for them.

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Deposits will be transferred over to the new appointment dates. If the service user accepts a new appointment date, that appointment and any deposits/monies paid will be subject to the cancellation policy as detailed above.

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6.18. If a service user wants to cancel their treatment with us because of a clinic cancelled appointment, we will refund all monies paid minus the deposit for treatments which have not been delivered. For service users on packages, the conditions in 6.14. apply.

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6.19. If a cancelled appointment affects a client’s follow up care (i.e. a missed botulinum toxin review where the chance to top up treatment is missed), we will offer a partial refund or offer a free treatment at our discretion.

7: Promotions and offers T&Cs

Like many businesses, we create various promotions and offers to entice service users to our service. We apply the follow terms and conditions to our promotions:

7.1. We, the service provider reserve the right to not offer promotions to service users if they do not comply with our terms and conditions.

7.2. Introductory promotions such as our Advanced anti-aging facial and body sculpting promotions which are advertised on social media can only be redeemed once per person. Promotions cannot be transferred to other people who have already received the promotion.

7.3. Promotions including our packages must be purchased in full prior to delivery of treatment. See 6.14 regarding cancelling packages.

7.4. Once a deposit for a promotion has been paid. Booking and treatment must occur within 8 weeks. Failure to complete booking will result in loss of the deposit and a new deposit will need to be paid to secure a new appointment.

7.5. Model promotions are run with the express purpose of the business being able to gather material for promotional purposes (i.e. before and after pictures). The agreement of the promotion is a reduced cost for prominent use of the images in the public domain. The service user agrees to the use of their images in this way. If a service user wishes to withdraw their consent under GDPR, they will be liable for the full cost of the treatment they have received.

7.6. Promotions cannot be combined. If a service user is eligible to use more than one promotional offer, they must choose which one they wish to apply to the cost of their treatment.

7.7. Regarding giveaways: We, the service provider will occasionally do giveaway offers where a service user will win a treatment for free. While there is no cost for this to the service user we apply the following conditions:

•   Entry to free giveaway draws is free. There is no cost.

•   Entrants must be at least 18 years old.

•   Conditions of entry may include; following our social media page, sharing a post, tagging friends or making comments or a combination of these. Participants are only eligible to be entered to the draw if they complete the requirements stated.

•   Draws are completed using social media bound draw apps.

•   A winner must respond to correspondence via social media to claim their prize. Failure to respond within a week of a draw will result in forfeit of the prize and the draw will be run again.

•   Only the winner is eligible to receive the prize, it cannot be gifted to another person.

•   If a winner is found to have a contraindication to the treatment they have won, then other treatments will be offered instead at our discretion.

•   We, the service provider reserve the right to not treat a person if a caution to treatment exists or if treatment would go against ethical considerations. For example, if a winner wins lip filler and they already have what we deem is sufficient lip filler in place, we will not provide this treatment and will instead offer an alternative treatment.

•   Winners must book to re-deem their prize within 2 months of their win.

•   If the winner needs to rearrange their appointment, they must give notice as per 6.12.

•   If the winner rearranges or cancels their appointment without the above notice more than once, we will charge a re-booking fee of £50 before the treatment will be delivered.

•   If a winner repeatedly changes their appointment or incurs multiple re-booking fees, we reserve the right to withdraw the prize offer

8: Complaints

8.1.  We, the service provider pride ourselves on our professional and person-centred approach to care and are confident that service users will be happy with their treatments. However, if in the event a service user is unsatisfied with their treatment and care, we have a full complaints procedure which can be made available upon request. 

8.2. If a service user is concerned in any way about their care, we urge them to contact us as soon as possible so we can explore their concerns. Failure to raise concerns in a timely manner will make it harder to establish the cause the concern.

PRIVACY POLICY

This Privacy Policy sets out the data-processing practices carried out through the use of the Internet and any other electronic communications networks by TT Medical Clinic. If you have any requests concerning your personal information or any queries with regard to these practices, please contact us at info@ttmedicalclinic.com

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Section 1 – Information Collected

We collect information from visitors to this website through the use of online forms. We also collect some information additional information automatically when you visit our website. Please see section 2 for more information on this.

Section 2 – Use of personal information

We process personal information collected from this website for the purposes of:

• To contact you by telephone regarding available services

• Providing, personalising improving our services

• Dealing with all your personal enquiries and requests

• Administering plan applications and records

• To personalise the overall service to you

• Crime prevention and prosecution of offenders

• Conducting internal market research

• * Providing you with information about all products and services available

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Section 3 – Marketing

Please note that your information may be used to send you details of products or services we offer that we have identified as likely to be of interest to you. This will be in accordance with the preferences that you indicated when you completed your application or enquiry online or via telephone. We would always obtain clear verbal consent from you before passing any of your data on to another relevant organisation. If at any point you would like to opt-out of receiving communications from us, or would like to change the way we communicate with you (such as email, post or telephone), please email us at tmaesthetics@hotmail.com

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Section 4 – Disclosure

We will not share your data with any third parties solely for marketing purposes unless you specifically request us to do so.

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Section 5 – Other Websites

This website may contain links to other websites that are outside our control and are not covered by our Privacy Policy. If you access other sites using the links provided, the operators of these sites may collect information from you that will be used by them in accordance with their privacy policy, which may be different from ours.

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Section 6 – Internet-Based Transfers

Given that the internet is a global environment, using it to collect and process personal data involves the transmission of data on an international basis. This means, for instance, that data you pass to us may be processed outside of the European Economic Area, although the data will be held securely and in line with the requirements of data protection. By communicating with us electronically, you acknowledge and agree to our processing of your personal data in this way.

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Section 7 – Subject Access Requests

You have the right to see what personal data we hold about you. To obtain a copy of the personal information we hold about you, please email us at tmaestehtics@hotmail.com

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Section 8 – Erasure of Data

You have the right to request the erasure and removal of your data from our database. In order to request this please contact us at tmaesthetics@hotmail.com

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Section 9 – Use of Cookies

A cookie is a small piece of information sent by a web server to a web browser, which enables the server to collect information from the browser. We use cookies to identify when you visit our website and to keep track of your browsing patterns.

Most browsers will allow you to turn off cookies. Please note however that turning off cookies may restrict your use of our website. You can find out more about cookies on www.allaboutcookies.org.

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Section 10 – Amendments

Please note that our Privacy Policy is updated regularly in accordance with current legislation. It was last updated in September 2024.