Terms & Conditions

Welcome to Heatherlea Clinic. Please carefully review these terms and conditions before booking any treatment or consultation. By booking an appointment, you agree to be bound by these terms.

Appointments and Cancellation Policy

1. We kindly request a 48-hour notice if you need to reschedule or cancel your appointment. Failure to provide this notice will result in the loss of your appointment from any prepaid treatment course and a £30 cancellation fee.
2. We will send appointment reminders via SMS and email, but these are not a substitute for the 48-hour cancellation notice.
3. While we strive to accommodate requests for specific technicians, we cannot guarantee availability due to scheduling and training requirements. All our technicians are trained to the highest standards and follow our treatment protocols.
4. Please arrive 10 minutes before your appointment to complete any necessary paperwork. Late arrival may result in a shortened treatment or a forfeit of your appointment.
5. We will do our best to maintain your scheduled appointment time. However, if we need to cancel at short notice, we will make every effort to contact you in advance.

Preparation for Your Treatment

1. We will inform you of any pre-treatment preparation, such as shaving, avoiding sun exposure, or removing makeup.
2. Please note that if you arrive with a tan or recent sun exposure, your treatment may be postponed for your safety.
3. We ask that you remove all makeup, deodorant, perfume, and oil-based products before your treatment. While our practitioners will cleanse the treatment area, we are not responsible for any adverse reactions caused by residual products.

Age Requirement

1. All clients must be 18 years of age or older to receive treatment.

Lateness Policy

1. If you arrive late, we may not be able to accommodate your full appointment time, meaning it could be shortened or cancelled. While we try to accommodate last-minute changes, this depends on availability. For some treatments, we require you to arrive 30 minutes early for numbing cream. Lateness may result in cancellation if staff cannot perform the treatment without the numbing cream.

Refund Policy

1. Discounted or promotional packages are only refundable for medical reasons. We offer full or partial refunds for unused laser treatments within a 14-day cooling-off period. After this period, refunds are only granted for medical reasons. If you have used any sessions from a package, the refund will be based on the individual treatment price, not the discounted package price. For refund requests, please contact us at info@heatherleaclinic.co.uk. We will do our best to assist you.

Liability Policy

1. Heatherlea Clinic is not liable for any economic loss, indirect, or consequential damages arising from the provision of our services. It is your responsibility to provide us with all relevant medical information before each treatment. We are not liable for any damages resulting from your failure to disclose such details. You agree to follow all instructions and recommendations given by our technicians regarding the care of treated areas.

Complaint Policy

1. We strive to provide the best possible service. However, if you feel this has not been the case, you can submit a complaint verbally, by phone, or in writing to info@heatherleaclinic.co.uk.
2. Your complaint will be forwarded to our complaints department, and you will receive an acknowledgement within two working days that your complaint is being investigated. During this process, we may contact you for further information or request a consultation with the practitioner involved. If you are unsatisfied with the initial resolution or object to seeing the practitioner, the complaints department will review your case.
3. A full version of our complaints procedure is available upon request.

Payment Policy

1. Full payment or a £30 deposit is required before treatments can be scheduled. Offers cannot be combined with other promotions or discounts unless specified. We reserve the right to refuse treatment if payment is not made in advance.
2. Prepayment Guarantee – Heatherlea Clinic will honor any treatment package purchased online, in-clinic, or by phone, with no expiration date. This applies to both existing and new clients.

Gift Cards

1. Gift cards are valid for 12 months from the date of purchase, with the expiry date printed on the back. We offer a 5-day cooling-off period for online purchases, during which you can cancel unused gift cards in writing to info@heatherleaclinic.co.uk. Gift cards purchased before promotions cannot be exchanged for discounted ones.
2. Gift cards cannot be redeemed on the day of purchase and require a prior consultation. Promotions are subject to change, cannot be combined with other offers, and cannot be used for membership purchases. We reserve the right to modify offers at any time.
3. Gift cards can be used as full or partial payment for treatments, but not for additional gift cards or products. They are non-transferable but can be upgraded for a fee, subject to availability. Gift cards cannot be exchanged for cash or used for existing bookings. Expiry dates cannot be extended.

Child Care Policy

1. We welcome children into our clinic. However, for health, safety, and insurance reasons, our staff cannot supervise children during treatments. Please do not bring your children unless they are accompanied by another adult who can supervise them.

Treatment Under the Influence

1. We reserve the right to refuse treatment to any client who is disruptive or under the influence of alcohol or drugs. This policy does not apply to clients taking prescribed medication.

Pet Policy

1. For the health and safety of our patients, Heatherlea Clinic has a No-Pets policy. We kindly ask that you leave your pet at home during your visit.
2. This policy applies to: Pets, Emotional Support, Animals, Comfort Animals, Therapy Animals
3. We do allow working service dogs to accompany patients with disabilities. These animals must be leashed or harnessed unless actively performing their duties. Dogs whose sole function is to provide comfort or emotional support do not qualify as service animals.
4. If you arrive with a pet that is not a service animal, you will be asked to remove them from the clinic. We appreciate your cooperation and consideration of all our patients.