Policies

Booking Policy

Bookings & Payments

  • Full payment is required at the time of booking to secure your appointment.

  • All new patients are required to have a consultation and patch test where necessary with Kayleigh or Mauricee.

  • Appointments cannot be held without payment. Kayleigh will contact you via text, with the team members bank details to transfer payment to; Leila (Reflexologist, Reiki Specialist and Masseuse), or Jade (The Hair Play Lounge).

    For treatments with the Chiropractor (Dr Kyle Wingate), or the Nurse (Mauricee Bravo-Hibberd), Kayleigh will send across a booking link, for which full payment will be requested.

  • All membership treatments must be used within their allocated month or treatment period and cannot be carried over if not booked or redeemed.

    Cancellations, Rescheduling & Balance Payments

  • We kindly ask that you give at least 72 hours’ notice if you need to cancel or reschedule your appointment.

  • Cancellations or changes made with less than 72 hours’ notice will result in a charge, to cover administrative costs and the loss of income from your reserved slot.

  • No-shows will result in the full payment being forfeited.

  • The only exceptions to these policies are in cases of serious illness or emergency, and supporting evidence/documentation will be required.


    Lateness Policy

  • Please arrive on time for your appointment.

  • Patients arriving more than 15 minutes late may not be seen, and the appointment may be treated as a cancellation under the 72-hour policy.

    ⁠Aftercare

  • You are responsible for following the aftercare advice provided at your appointment or by email/whatsapp.

  • If aftercare instructions are not followed, Ely SPMU & Aesthetic Clinic cannot be held liable for any undesired outcomes.

  • Paper copies of aftercare advice are available on request.

    Health Screening

  • You must disclose your full and accurate medical history during consultation and inform us of any changes before treatment.

  • Ely SPMU & Aesthetic Clinic cannot be held liable for complications arising from withheld or inaccurate information.

  • All atypical lesions are required a referral for dermatology assessment. Same day removal is only offered where a lesion is assessed as clearly and unquestionably benign following clinical review. A GP letter is helpful background information, but it doesn’t replace a specialist skin assessment.


    Corrective Procedures for Third-Party Treatments

  • Corrective treatments are carried out at the discretion of our medical practitioners.

  • We accept no responsibility for complications linked to treatments performed elsewhere.

  • We charge £50+VAT for any toxin treatment top ups and can only be performed strictly within 4 weeks from the full treatment session. Please report any need of top up at the 2 week mark to ensure that we have enough time to book a top up slot.

    Alcohol & Drug Use

  • Alcohol or recreational drugs must not be consumed for at least 48 hours before and after treatment.

  • If you have consumed either, you must inform your practitioner, as it may not be safe to proceed.

    ⁠Gift Cards

  • Lost, stolen, or damaged cards cannot be replaced.

  • Gift cards cannot be exchanged for cash.

  • Any remaining balance remains available until the end of the validity period.

    Offers, Packages & Promotions

  • Promotions, discounted packages, and special offers may have shorter validity periods, which will be clearly stated at the time of purchase or booking.

  • These are not treated as gift cards and cannot be extended beyond their stated expiry. • Offers cannot be combined unless expressly stated.

  • Complimentary or promotional treatments must be taken at the same time as the paid treatment and cannot be carried over.

  • Competition prizes must be redeemed within 6 months.

    Children & Under-18s

  • Ely SPMU & Aesthetic Clinic does not provide aesthetic treatments for patients under 18 years of age. • If you are attending for non-aesthetic, regulated healthcare services (e.g. minor illness, diagnostics, or other services included within our CQC registration), under-18s may be treated in line with our safeguarding policies and practitioner competencies.

  • For safety reasons, children who are not patients themselves are not permitted in treatment rooms.

    ⁠General Clinic Policy

  • We reserve the right to refuse treatment if, in the opinion of the treating practitioner, Medical Director, or Clinic Director, it is not in the patient’s best interest.

  • We accept no responsibility for personal belongings brought into the clinic. • Verbal, written, or physical abuse towards staff or patients will result in permanent removal from our booking system and cancellation of any pending treatments.

  • Products purchased in clinic or online are non-refundable unless faulty. Faulty products must be returned for assessment before a refund is issued.