Booking Policy

When an appointment is cancelled at short notice, it's very rare that we can fill that space, meaning it's time that could have been offered to someone else and income that's simply lost. In most jobs, if a meeting is cancelled, your pay doesn't change.

If your baby is poorly, or you take them away on holiday, you still have to pay nursery fees, for the days missed. If you miss a plane/concert/cinema booking etc you would loose the money and these are big companies, as small business owners, if a client cancels, we don't get paid and some of us will still be paying nursery fees for the time slot you have cancelled from.

As we not always able to see messages or answer calls promptly, text messages, voicemails, social media messages and emails cannot be accepted as a valid method of cancellation. To ensure your appointment is cancelled correctly, please use the appointment link provided in the email you receive, failing this you will be charged 100% cancellation fee.

The policy stands firm in all cases to maintain fairness to all customers, whilst we appreciate life happens to us all.

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. If you book a treatment and have not booked a patch test or consultation prior to appointment, please understand treatment will not go ahead and you will be charged a cancellation fee.

• Appointments cannot be held without payment. Kayleigh will contact you via text after you place a booking, 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 and vouchers 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 policy stands firm in all cases to maintain fairness to all customers, whilst we appreciate life happens to us all.
  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 that are not patientss are not permitted in clinic.

  ⁠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.

We truly appreciate every single person who chooses to support our business, and we hope you understand that this isn't about being difficult - it's simply about keeping the clinic sustainable so we can continue doing what we love and continue helping those who come to us.

Thank you for your understanding and support.