1. Introduction

These Terms & Conditions govern all treatments, consultations, bookings, payments, cancellations, refunds, website use and digital services provided by Velvet Skin & Laser. By booking an appointment, purchasing a treatment, attending a consultation, accessing our website, using our online booking system, or engaging with our digital platforms, you agree to these Terms & Conditions in full. We aim to uphold high standards of safety, professionalism, customer care, clinical assessment, treatment documentation and aftercare.

Please read these Terms carefully before booking or receiving any treatment or service.

2. Website & Digital Use

By accessing or using the Velvet Skin & Laser website, online booking system or digital platforms, you agree to our Website Terms of Use.

All content on our website, including text, images, graphics, treatment descriptions, branding and digital materials, is owned by Velvet Skin & Laser or licensed to us. Such content may only be viewed, downloaded for personal use and printed for non-commercial purposes.

You may not copy, reproduce, republish, edit, modify, sell, redistribute, commercially exploit or use any website material without our prior written permission. All information on the website is provided for general guidance only and does not constitute medical advice, diagnosis or a guarantee of suitability or outcome. A professional consultation and clinical assessment are required before treatment. While we aim to keep website content accurate and up to date, we do not guarantee completeness, accuracy, availability or uninterrupted access. We accept no liability for loss arising from reliance on website content or from technical issues, except where liability cannot be limited by law.

Our website may contain links to third-party websites. We are not responsible for their content, security, privacy practices, policies or terms. Once you leave our website, the third-party website terms and policies apply.

Use of our website is also subject to our Privacy Policy and Cookie Policy, which explain how personal data is collected and processed under UK GDPR and applicable data protection laws.

3. Client Responsibilities

To ensure the safe and effective delivery of treatments, clients must: provide accurate and honest medical history, including medications, allergies, medical conditions, previous procedures and relevant skin history; inform the clinic of any changes in health, medication, pregnancy status, breastfeeding status, skin condition or treatment area before each appointment; follow all pre-treatment and post-treatment care instructions provided by the clinic; attend mandatory patch tests where required; avoid tanning, sunbeds and avoidable sun exposure before and after laser treatments, in line with clinic guidance; disclose pregnancy or breastfeeding, as some treatments may not be suitable; arrive on time for appointments and cooperate with the practitioner during assessment and treatment; ask questions before treatment if anything is unclear, including risks, aftercare, suitability or expected outcomes.

Failure to comply with these responsibilities may affect treatment results, increase the risk of side effects, delay treatment, or limit the clinic’s ability to assist fully if a concern arises.

4. Treatment Assessment & Suitability

All treatments are subject to a consultation and clinical assessment. A practitioner will determine suitability based on medical history, disclosed information, patch testing where required, skin type, treatment area, treatment goals and any relevant contraindications.

The clinic reserves the right to:

refuse treatment where it is medically unsuitable, unsafe, inappropriate or not in the client’s best interests;

stop, postpone or modify treatment if contraindications appear or if safety concerns arise;

request GP, specialist or prescriber clearance where required;

decline treatment where information is incomplete, inaccurate or not disclosed;

recommend an alternative treatment plan or aftercare approach where clinically appropriate.

Treatment results are not guaranteed. Individual responses vary depending on skin type, hair type, medical factors, lifestyle, aftercare compliance, treatment area, hormonal factors and other individual circumstances.

5. Patch Test Policy

A patch test is mandatory for all laser treatments unless the clinic confirms that an exemption applies or a valid patch test has previously been completed within the relevant timeframe.

Patch testing is carried out for safety purposes and does not guarantee that no reaction, side effect or complication will occur.

If a client fails to attend, refuses or does not complete a required patch test, the clinic may cancel, postpone or refuse treatment for safety reasons. Any cancellation, late cancellation or deposit consequences will be assessed in accordance with these Terms and the circumstances of the case.

6. Age Policy

Clients must be 18 or over for all laser and aesthetic body treatments unless the clinic confirms that a specific treatment is suitable for a younger client and lawful consent requirements are satisfied.

Clients aged 16 to 17 may only be treated with written parental or guardian consent and only for eligible treatment types.

Proof of age or identification may be requested before consultation or treatment.

7. Consultations & Appointments

Consultations may carry a fee, which will be confirmed at the time of booking. Consultation fees are non-refundable unless cancelled within the permitted cancellation timeline or unless a refund is required by law.

Appointment confirmations and reminders may be sent by email, SMS, telephone, booking platform or other approved communication method. However, attending on time remains the responsibility of the client, even if a reminder is not received.

Questions about suitability, treatment plans, likely outcomes, risks and aftercare can be discussed during the consultation at no additional cost unless otherwise stated.

The clinic may require updated consultation forms, consent forms, medical declarations, patch tests or photographs before further treatment is provided.

8. Cancellation, Rescheduling & Late Arrivals

Cancellations or rescheduling require at least 48 hours’ notice.

Late cancellations or no-shows may incur a £50 fee.

Clients arriving more than 10 minutes late may have their session shortened, postponed or rescheduled, depending on practitioner availability and treatment safety.

Deposits may be taken at the time of booking and may be non-refundable if the cancellation policy is not met.

Medical emergencies or exceptional circumstances may be considered upon reasonable supporting evidence.

If the clinic must cancel or reschedule an appointment due to unforeseen circumstances, practitioner availability, safety concerns, equipment issues, emergency closure or other operational reasons, we will notify clients promptly and seek to minimise inconvenience.

9. Payments, Deposits & Packages

Payment must be made before or on the day of treatment unless otherwise agreed in writing.

Deposits may be required to secure bookings.

Treatment packages and pre-paid sessions are non-transferable and non-shareable unless the clinic agrees otherwise in writing.

Accepted payment methods may include card, bank transfer, cash, approved finance or approved digital payment platforms, depending on clinic policy at the time of payment.

VAT is included where applicable.

Receipts can be issued electronically or in clinic on request.

Promotional offers, discounts and package prices may be subject to additional terms, expiry dates or availability restrictions.

10. Refund Policy

Refunds are assessed fairly and in accordance with applicable UK consumer law, including the Consumer Rights Act 2015 where relevant.

Refunds are not normally provided for:

completed sessions, unless required by law;

change of mind after treatment has been provided or after a package has been purchased, unless required by law;

promotional, discounted or package treatments, unless required by law or agreed by the clinic in writing;

missed sessions, late cancellations or no-shows where the cancellation policy applies.

Refunds for unused sessions may be considered where:

a medical contraindication arises after treatment has begun and treatment cannot safely continue;

the practitioner determines that the treatment cannot be safely or appropriately continued;

the clinic is unable to provide the purchased service within a reasonable period and no suitable alternative can be agreed;

a refund is otherwise required by law.

Pre-paid courses are valid for 12 months from the date of purchase unless stated otherwise in writing. Refund assessments will be reviewed fairly and professionally, and clients will be notified of the decision in writing where appropriate.

11. Treatment Risks & Aftercare

Laser, skin and aesthetic treatments involve certain risks. These may include, depending on the treatment, redness, swelling, sensitivity, tenderness, irritation, bruising, blistering, burns, pigmentation changes, scarring, infection, allergic reaction, temporary discomfort, uneven results or other rare complications.

Clients must follow all pre-care and aftercare guidance provided by the clinic to reduce risks and support treatment outcomes. Failure to follow aftercare instructions, including sun avoidance and product restrictions where relevant, may affect results and may limit the clinic’s responsibility where complications or poor outcomes arise as a result.

If a client experiences an unexpected reaction or concern after treatment, they should contact the clinic promptly using the complaints and concerns process set out in these Terms.

12. Complaints, Concerns & Treatment Feedback

If you have any complaint, concern, or dissatisfaction relating to a treatment, consultation, product recommendation, member of staff, customer service, booking, aftercare, payment, refund request or any other matter connected with Velvet Skin & Laser, you must notify us in writing as soon as reasonably possible.

complaint@velvetskinlaser.co.uk

To allow us to investigate properly and fairly, your email should include:

your full name and contact details;

the date of your appointment, consultation, treatment, product purchase or incident;

the treatment, service, staff member or issue concerned;

a clear summary of your complaint or concern;

any relevant evidence, including photographs, messages, medical advice, receipts, booking confirmations, aftercare communications or other supporting documents where applicable.

For treatment-related concerns, including any unexpected reaction, side effect, sensitivity, irritation, injury, pigmentation change, burn, swelling, blistering or aftercare concern, you should contact us immediately and preferably within 48 hours where the matter is urgent. For non-urgent treatment concerns, you should notify us as soon as reasonably practicable and preferably within 7 calendar days of becoming aware of the issue.

For general complaints relating to customer service, staff conduct, bookings, administration, payments, refunds, communication or clinic operations, we ask that you raise the matter preferably within 14 calendar days of the incident or concern arising.

Complaints sent to general inboxes, individual staff members, social media accounts, review platforms, third-party companies, insurers, external organisations or any other route may not reach the correct complaints team promptly and may delay our ability to review and respond. We therefore strongly recommend that all formal complaints are sent directly to our dedicated complaints email address.

Where a complaint is raised late, or where relevant information or supporting evidence is not provided, this may limit our ability to investigate the matter fully, verify the circumstances, assess the treatment outcome, review the relevant records, contact staff involved or provide the most appropriate response. However, we will consider all genuine complaints fairly, professionally and in accordance with our legal obligations.

Nothing in these Terms & Conditions affects your statutory rights.

13. Liability

Nothing in these Terms & Conditions limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation or any other liability that cannot lawfully be limited or excluded.

Subject to the above, the clinic is not responsible for losses, complications, dissatisfaction or reduced treatment outcomes arising from:

failure to follow pre-care, aftercare or practitioner instructions;

failure to provide accurate or complete medical, medication, skin or treatment history;

undisclosed medical conditions, contraindications, pregnancy, breastfeeding, allergies or medication changes;

external factors outside the clinic’s reasonable control, including sun exposure, tanning, use of unsuitable products, third-party treatments or changes in health;

natural variations in individual treatment response, healing, skin sensitivity or results;

delayed reporting of concerns where the delay limits our ability to assess or investigate the issue properly.

We maintain appropriate insurance cover in relation to the services we provide.

14. Photography & Records

Before and after photographs may be taken for medical documentation, treatment planning, insurance, training, audit, record-keeping, complaint handling or clinical review purposes.

Any use of photographs for marketing, social media, promotional material, public display or advertising will require separate written consent.

All client records are securely maintained in accordance with applicable data protection requirements and clinic record-keeping procedures.

15. GDPR & Data Protection

We comply with UK GDPR and applicable data protection laws for the collection, storage and processing of client information.

Client data is used only for treatment, consultation, administration, communication, insurance, complaint handling, regulatory, legal, safeguarding or legitimate business purposes.

Marketing communication requires consent where required by law and can be withdrawn at any time.

Further details are set out in our Privacy Policy and Cookie Policy, where applicable.

16. Updates & Variations

These Terms & Conditions may be updated, amended or replaced periodically. The latest version will be available on our website or provided by the clinic upon request.

Continued use of our website, booking system, digital platforms or clinic services after an update constitutes acceptance of the updated Terms & Conditions, subject always to applicable law.

17. Governing Law

These Terms & Conditions are governed by English law. Any disputes shall fall under the jurisdiction of the courts of England and Wales.