LONDON BODY CLINIC

TERMS & CONDITIONS

PART 1 – DEFINITIONS, CONSUMER RIGHTS, BOOKINGS, MEDICAL SUITABILITY & PRESCRIPTION MEDICINES

  1. Definitions

For the purposes of these Terms and Conditions:

“Clinic”, “we”, “our” or “us” means London Body Clinic.

“Client”, “you” or “your” means the individual booking or receiving treatment.

“Treatment” means any consultation, assessment, prescription, procedure, package or service provided by London Body Clinic.

“Voucher” means any promotional voucher, including but not limited to Wowcher, Groupon or similar third-party promotional platforms.

“Booking” means any appointment that has been provisionally requested or formally confirmed by the Clinic.

“Consultation” means any assessment, medical screening, prescribing consultation or discussion carried out before treatment.

  1. Consumer Rights

Nothing within these Terms and Conditions excludes, restricts or limits any statutory rights you may have under the Consumer Rights Act 2015 or any other applicable consumer protection legislation.

Where these Terms refer to cancellation charges, retained deposits, retained voucher values or non-refundable costs, such charges represent reasonable costs actually incurred by the Clinic and are not intended to operate as a penalty.

Each request for a refund or cancellation will be considered in accordance with the Consumer Rights Act 2015, the circumstances of the booking and the services already provided.

  1. Before a Booking Can Be Confirmed

Before any appointment can be confirmed, the following information must be supplied:

  • Full name of each attendee.
  • Email address.
  • Contact telephone number.
  • Copy of any promotional voucher.
  • Completed Medical History Form.
  • Completed Fitzpatrick Skin Type Assessment Form.

Bookings are not confirmed until all requested documentation has been received, reviewed and approved by the Clinic.

The Clinic reserves the right to request additional medical information where necessary before confirming any appointment.

  1. Appointment Availability

Appointment availability is offered on a first-come, first-served basis.

Although every effort is made to offer the earliest available appointment, availability cannot be guaranteed until confirmed in writing by the Clinic.

Clients requesting appointments are encouraged to provide at least two or three suitable dates.

A cancellation list is operated where possible.

  1. Booking Confirmation

A booking shall only become confirmed once:

  • all required documentation has been received;
  • the client has been assessed as clinically suitable;
  • any required payment or voucher redemption has been completed; and
  • written confirmation has been issued by London Body Clinic.

Until written confirmation has been provided, appointment availability remains subject to change.

  1. Medical Suitability

The safety of our clients is our highest priority.

All treatments are subject to an individual medical assessment.

The Clinic reserves the right to postpone, decline or discontinue treatment where this is considered clinically appropriate.

This includes but is not limited to:

  • medical conditions;
  • medications;
  • allergies;
  • recent procedures;
  • pregnancy;
  • breastfeeding;
  • skin conditions;
  • infection;
  • any contraindication identified before or during treatment.

Where treatment cannot safely proceed, the reasons will be explained to the client wherever possible.

  1. Medical History

Clients are responsible for ensuring that all medical information supplied is complete, accurate and truthful.

Failure to disclose relevant medical information may place the client at unnecessary risk and may prevent treatment from proceeding safely.

The Clinic accepts no responsibility for complications arising from inaccurate, incomplete or misleading medical information supplied by the client.

  1. GP Letters & Medical Clearance

Where a client declares:

  • a medical condition;
  • ongoing investigations;
  • prescribed medication;
  • recent surgery; or
  • any other matter that may affect suitability,

the Clinic may require written confirmation from the client’s GP, Consultant or Prescribing Clinician before treatment proceeds.

The medical letter should confirm:

  • the medical condition (where appropriate);
  • current medication;
  • that the clinician is aware of the proposed treatment;
  • that there are no medical reasons preventing treatment.

The Clinic reserves the right to specify the information required within such medical correspondence.

  1. Failure to Provide Medical Clearance

Where medical clearance has been requested, treatment cannot proceed until satisfactory documentation has been received.

If an appointment cannot proceed because the required medical documentation has not been supplied before attendance, London Body Clinic reserves the right to retain charges representing reasonable costs already incurred, including reserved practitioner time, administration and clinical preparation, subject always to the Consumer Rights Act 2015.

This is not intended to operate as a penalty.

  1. Prescription Only Medicines (Including Botulinum Toxin)

Certain treatments offered by London Body Clinic involve Prescription Only Medicines (POMs).

These treatments are subject to separate legal requirements.

Before treatment:

  • a consultation must be completed;
  • a medical assessment undertaken;
  • suitability confirmed;
  • an independent prescriber must approve treatment.

The consultation, prescribing process and treatment itself are separate clinical stages.

  1. Prescribing Process

Where an independent prescriber determines that treatment is clinically appropriate, a prescription may be issued specifically for the individual client.

Prescription medicines cannot be reused for another client once prescribed.

Medication ordered following an individual prescription may therefore result in costs being incurred before treatment takes place.

  1. Cancellation Following Prescription

Where a prescription has already been issued and medication has been ordered specifically for an individual client, London Body Clinic reserves the right to retain the reasonable costs already incurred in relation to:

  • the consultation;
  • medical assessment;
  • independent prescribing services;
  • ordered medication;
  • clinical administration.

Any retained charges will reflect genuine costs incurred and will not operate as a penalty.

Nothing within this section affects the client’s statutory rights under the Consumer Rights Act 2015.

  1. Clinical Suitability

Attendance at a consultation does not guarantee that treatment will proceed.

The treating practitioner retains absolute clinical discretion to decline treatment where:

  • treatment is unsuitable;
  • treatment is unsafe;
  • expectations are unrealistic;
  • informed consent cannot be obtained;
  • there is evidence of coercion;
  • medical concerns arise;
  • the practitioner believes treatment would not be in the client’s best interests.

This decision is made solely in the interests of client safety and professional clinical standards.

  1. Client Responsibility

Clients agree that they will:

  • provide accurate information;
  • update the Clinic if their medical circumstances change;
  • follow all pre-treatment instructions;
  • follow all aftercare instructions;
  • ask questions where clarification is required.

Failure to comply with these responsibilities may affect treatment suitability and outcome.

PART 2 – CANCELLATION POLICY, REFUNDS, VOUCHERS, DEPOSITS, LATE ARRIVALS, NO SHOWS, COURSES & PACKAGES

  1. Cancellation and Appointment Policy

Appointments are reserved exclusively for each client and significant time is allocated in preparation for your treatment. This includes administration, review of your medical history, clinical assessment, appointment scheduling and, where applicable, practitioner allocation.

For this reason, we ask that all clients provide sufficient notice if they are unable to attend.

Appointment Changes

Clients may rearrange an appointment by providing at least 48 hours’ written notice by email (excluding weekends and Bank Holidays).

One appointment change is permitted without charge where sufficient notice is given.

Further appointment changes may be accepted at the discretion of London Body Clinic and may incur an administration fee.

Late Arrivals

Please arrive no more than 5 minutes before your appointment.

Clients arriving late may have insufficient time for treatment.

If you arrive more than 10 minutes late, we may be unable to carry out your treatment without compromising clinical standards or affecting subsequent appointments.

Where treatment cannot proceed because of late arrival, this will normally be treated as a missed appointment.

Missed Appointments (No Shows)

If you fail to attend your appointment without prior notice, your appointment will be treated as a missed appointment.

Where the appointment has been reserved exclusively for you and the clinic has incurred costs in preparing for your treatment, London Body Clinic reserves the right to retain all or part of the payment to reflect the reasonable losses incurred.

This is not intended as a penalty but as a genuine reflection of costs already incurred.

Each case will be considered individually.

Emergency Cancellations

We appreciate that genuine emergencies can occur.

Where a client is unable to attend due to circumstances beyond their reasonable control (for example hospital admission, serious illness, accident or bereavement), management may, at its absolute discretion, agree to rearrange the appointment without charge.

Documentary evidence may be requested.

Each request is assessed individually.

  1. Refund Policy

London Body Clinic complies fully with the Consumer Rights Act 2015.

Nothing within these Terms affects your statutory rights.

Direct Bookings

Where treatment has not yet been provided, refund requests will be considered in accordance with consumer legislation and the individual circumstances of the booking.

Where the clinic has already incurred reasonable costs before treatment takes place (including administration, consultation, medical assessment, appointment allocation, prescription costs or products ordered specifically for the client), London Body Clinic may deduct those reasonable costs from any refund due.

Any deduction will always reflect actual costs incurred and will never operate as a penalty.

Deposits

Deposits are taken to reserve appointment time.

Where a client cancels with less than 48 hours’ notice or fails to attend, the deposit may be retained to cover the clinic’s reasonable losses.

Where the clinic cancels an appointment, the client may choose between:

  • transferring the deposit to another appointment; or
  • receiving a full refund.

Gift Vouchers

Gift vouchers are non-refundable once purchased except where required by law.

Gift vouchers remain valid until their published expiry date.

  1. Promotional Vouchers (Wowcher, Groupon and Similar Providers)

Where appointments are booked using vouchers purchased through third-party promotional companies, the terms of both:

  • London Body Clinic; and
  • the voucher provider

will apply.

The voucher expiry date relates to the redemption period and not necessarily the treatment date.

Appointments remain subject to availability.

Clients are responsible for ensuring they comply with:

  • medical suitability requirements;
  • patch testing requirements;
  • pre-treatment instructions; and
  • attendance requirements.

Where treatment cannot proceed because the client has failed to disclose relevant medical information, failed to provide requested medical clearance, failed to follow mandatory pre-treatment instructions, or failed to attend their appointment, London Body Clinic reserves the right to mark the voucher as redeemed where this reflects the reasonable costs already incurred by the clinic and is consistent with the terms agreed at the time of booking.

Nothing in this clause limits any statutory rights a consumer may have.

  1. Medical Unsuitability

Some treatments are subject to strict insurance, licensing and manufacturer restrictions.

Treatment may be declined where it would be unsafe or clinically inappropriate.

Examples include:

  • unsuitable Fitzpatrick skin types;
  • contraindicated medical conditions;
  • pregnancy;
  • breastfeeding;
  • active infection;
  • medication contraindications;
  • recent procedures;
  • other clinical reasons identified during consultation.

Where treatment cannot safely proceed before the appointment because information supplied by the client demonstrates they are unsuitable, London Body Clinic will discuss the available options with the client. These may include transferring to another suitable treatment (where clinically appropriate), rearranging treatment if suitability changes, or advising the client to seek a refund from the voucher provider where applicable.

Where the clinic first becomes aware of the unsuitability because the client failed to disclose relevant information before attending, and the clinic has therefore incurred appointment and practitioner costs unnecessarily, London Body Clinic reserves the right to retain reasonable costs already incurred.

  1. Prescription Treatments

Certain treatments require assessment by an independent prescriber.

Consultations are provided without charge.

If, following consultation:

  • a prescription is issued; and
  • prescription-only medicines are ordered specifically for an individual client,

those medicines cannot legally be reused for another client.

Accordingly, where prescription products have already been ordered specifically for a client, London Body Clinic reserves the right to recover the actual cost of those medicines together with any reasonable clinical or administrative costs already incurred.

Any remaining balance will be refunded where applicable.

Clients will always be informed before prescription products are ordered.

  1. Courses and Treatment Packages

Treatment courses are designed to be completed within clinically recommended treatment intervals.

Individual sessions are not transferable unless agreed by management.

Unused treatments remain valid for 12 months from the date of purchase unless otherwise stated.

Where treatment is discontinued for medical reasons, London Body Clinic will review each case individually and, where appropriate, may:

  • transfer remaining sessions to another suitable treatment;
  • transfer the remaining value to another person;
  • offer a partial refund after deduction of treatment already received and any reasonable costs incurred.
  1. Right to Refuse or Discontinue Treatment

London Body Clinic reserves the right to refuse or discontinue treatment where necessary to protect:

  • client safety;
  • staff safety;
  • clinical standards; or
  • legal and regulatory compliance.

Reasons may include:

  • abusive or threatening behaviour;
  • intoxication;
  • undisclosed medical conditions;
  • failure to comply with medical advice;
  • safeguarding concerns;
  • contraindications;
  • equipment failure;
  • circumstances beyond the clinic’s control.

Where treatment cannot proceed for these reasons, any refund or transfer of payment will be considered according to the individual circumstances and any reasonable costs already incurred.