Policies
Booking Policy
Bookings are made on a first-come-first-served basis.
Bookings are not confirmed until payment of the required fee is received.
Full patient details including date of birth, address, mobile number and email address must be provided at the time of booking to allow us to book you in on the system and allow efficient prescription process when appropriate.
All consultation and declarations must be digitally completed before your appointment. These online medical forms will be sent automatically following receipt of your booking fee, hence prompt payment will be more convenient for both parties
If you require a review appointment for wrinkle relaxing treatment, this must take place within 4 weeks of vour original appointment. The result of wrinkle relaxing treatments peak within 2 to 3 weeks following the injections, therefore we ask that you send us videos / photos of the areas you require reviewing within this timeframe, to allow us enough time to book your review appointment that is suitable for you as clinic slots are limited. If you do not book an appointment within the specified period, we will be unable to offer you a free review appointment.
Combination treatment / package offers must be used during one appointment.
Fees cannot be used for product purchases or transferred to other patients.
Gift Vouchers have an expiry of 6 months and are non-refundable.
No Right to Demand Treatment:
A booking does not guarantee treatment will be provided and the decision to treat will be based on a medical assessment and the professional opinion of our staff.
Your suitability for treatment will be determined by our staff and we cannot carry out a treatment where contraindications, allergies, or other factors (including psychological concerns) might result in an adverse outcome.
If you have paid for a consultation, please be aware that the outcome of the consultation may be information and advice only.
The decision to offer treatment is at the discretion of the medical practitioner whose decision is final.
Missed Appointments, Change of Date and Late arrival
We are a very busy clinic that invests in world-class treatments, devices, staff training, full and thorough insurance policies, and ensure compliance with all necessary operating standards, including, but not limited to, health and safety, along with many other fixed operational costs. While we make every effort to provide a flexible and patient-focused service we cannot operate a viable business when patients fail to attend appointments or do not provide sufficient notice of changes or cancellations. Our cancellation fees represent a contribution toward the sunk cost, lost time, and overheads incurred from missed appointments.
The cancellation fee is set at a level that compensates the clinic for the lost time and resources only. We do not profit from cancellation fees and would in all instances prefer to see patients attend their appointments. A cancellation fee will be charged to patients unless. the following minimum notice periods, which afford the clinic a reasonable opportunity to reallocate the appointment, are adhered to:
A minimum of 72 hours notice is required to cancel or reschedule any appointment
If you need to rearrange your appointment again as detailed above, the non-refundable booking fee will be lost, and a new booking fee will be required to secure a new appointment.
Any changes after the permitted ‘once’ or not in accordance with our policy will be considered a cancellation and your booking fee will not be transferable and will be lost.
Late arrivals may not receive a treatment – We will always do their best to provide full treatment but cannot keep other patients waiting. We operate a strict 15 minute ‘lateness limit’ at which point your appointment will be cancelled if we are unable to accommodate you.
If you arrive late and your appointment cannot be completed a cancellation fee.
Where your appointment cannot run on time due to a fault of the clinic then your appointment will be rescheduled without charge. N.B. Please note, our appointments are booked with sufficient time for each patient however, patients can suffer adverse events or reactions and must be properly treated. We ask that you consider that your treatment might be delayed due to incidents earlier in the day. While we make allowances in the diary, which anticipate a certain level of patient delays, we must ensure the correct and proper treatment is given to every patient in our care.
We will endeavour to re-book you for our earliest available date. The booking fee will have to taken after late arrivals to cover at least some of the income loss.
If you are noted as being a ‘no show’ more than once, we will be unable to offer your any further appointments. The same applies to 3 or more cancellations within 12 months.
The only time we may consider reviewing this cancellation policy, is in the event of serious illness / injury or a last-minute emergency (official proof will be required) which may be accepted entirely at our discretion.
Due to circumstances beyond our control, there may be occasions when we must cancel the clinic and appointments at very short notice or have to move your scheduled appointment.
We will endeavour to offer you a similar day/time as an alternative for your new appointment. Should this not be convenient for you, we will arrange to refund your booking fee or any advance payment you may have given us. *Please note that refunds will not be given for any other external expenses you may incur*.
Should we be required by government or local council to close due to emergency public health measures or any other reason, we will carry your booking fee over for your next appointment when we are permitted to re-open.
Additionally, should we be not be able to carry out a review or complete a treatment due to being subject to government enforced closure we will not be able to refund your treatment fee or offer any partial refund. All treatments booked are done so by you in the knowledge that enforced closure may happen with little or no notice at any time and we may not be able to complete your treatment.
Abandoned Treatment:
Patients who choose not to complete treatment at the required settings or are unable to follow the necessary pre, post, or pain management protocols, and once the treatment has commenced, will be required to pay for the treatment in full.
Courses, or part thereof, that are not completed due to any action taken, or not taken, by a patient will be lost and no partial refund will be offered. Courses must be completed in a timely manner and in line with the required protocol and prior to expiry. Missed or delayed treatments are likely to impact the treatment outcome. Patients are expected to adjust where necessary their other commitments to ensure compliance with a treatment protocol. The clinic can become very busy, and appointments can at times be limited. Please be aware of this when deciding to proceed with treatment.
Where a course is interrupted, through no fault of the patient, then the course may be extended, or a credit equal to the value of the remaining treatments offered. The decision to extend or change a course is at the discretion of management.
Refunds
Refunds are routinely not offered once a treatment has been booked as time and resources are allocated well in advance.
Attending Your Appointment:
Children, family, or friends are not permitted to ' attend the clinic with you. A chaperone may attend your appointment, but we ask that you notify us of this at the time of booking as we have limited space in reception.
We cannot provide supervision of children and they are not permitted in the treatment areas under any circumstances.
It is important that you provide all the medical history asked of you. Ely SPMU & Aesthetic Clinic will not be held liable for any damage, loss, or injury caused because of any false, incorrect, or withheld information or due to the failure to follow instructions from the medical practitioner or any of our staff prior to, during, or after your treatment.
For any treatment bookings, you are strongly advised not to consume alcohol or any recreational drugs at least 48 hours before or after your appointment. If you have consumed alcohol or any other substances not listed on your medical form, you must alert the medical practitioner as it may not be safe or recommended to proceed.
Bullying & Harassment of Staff:
The clinic has a zero-tolerance policy regarding rude, threatening, or aggressive language and behaviour from patients on the phone, in person, via email and online.
Patients are expected to treat our staff with common professional courtesy and respect.
Any bad language or rude, threatening, or aggressive behaviour will not be tolerated.
Any patient considered to be behaving in an unacceptable manner will be given one warning before being asked to leave and their treatment will be cancelled (without refund)
Any incidents where a patient has been asked to leave will be investigated and a report shared with the patient. A possible outcome of the investigation is the patient is excluded from the clinic.
Refunds will not be given where treatment is not completed due to the action of a patient.
Guaranteed Outcomes:
While we make every effort to assess a patient’s suitability for treatment, and provide the best possible patient care, we do not and cannot guarantee treatment outcomes and no claims are made or is it implied that any treatment will be successful.
Once a treatment has been performed a refund cannot be provided. However, where appropriate, and in the opinion of the medical practitioner, further or different treatment may improve the outcome then this might be offered to you at a marginal cost.
Pain Management Protocols:
I understand that by waiving the recommended pain management, or not following prior or aftercare by my Practitioner, I will not hold Ely SPMU & Aesthetic Clinic responsible for the outcome of my treatment.
By not following the recommended pain management protocol, prior or aftercare, the required treatment protocol may not be delivered, depending on individual pain threshold, and the results may not be optimal.
The expected outcome may not be achieved and no subsequent treatments will be offered in lieu.