Terms & Conditions

Appointments

All doctors and practitioners at InnoDerm Aesthetic Clinic are trained and approved in accordance with the company's treatment protocol. We cannot guarantee that you will be treated by the same practitioner on every visit.

Please arrive prepared for your appointment:

• Facial, skin and injectable treatments — please remove all makeup before your appointment.
• Laser hair removal — please shave the area 24 hours prior. Do not wax or pluck before treatment.

We do our best to adhere to scheduled appointment times. If a cancellation is required on our part, we will contact you as soon as possible. Cancellations made within 24 hours of your appointment will result in loss of treatment or forfeiture of your deposit.

Treatment Contraindications

Your medical history will be assessed at the time of consultation. If you are pregnant or breastfeeding, only skin care treatments, rehydrating treatments, skin brightening facials and certain safe treatments are available to you. All other treatments are unsuitable during pregnancy or while breastfeeding.

Treatment Courses

All courses must be paid in full before the first session begins. Courses are valid for 12 months from the date of purchase. If completion of a course proves medically impossible, a medical certificate may be required to extend the validity period.

We operate a strict no-refund policy on services already provided and on opened products for hygiene reasons, in accordance with UK consumer regulations. If a treatment course is discontinued, sessions already received will be charged at their full individual price. Any remaining balance is non-refundable.

Bookings & Deposits

Consultation fee: £30, which is applied toward any treatment booked on the same day or at a later date.

Appointment deposit: A £30 deposit is required to confirm your booking. This deposit is refundable only if you cancel with at least 24 hours' notice.

Cancellation policy: Cancellations made within 24 hours of your appointment will result in the complete forfeiture of your deposit, regardless of the reason — including illness or COVID-19.

Clinic hours:

• Monday – Friday: 10am – 8pm
• Saturday: 10am – 7pm
• Sunday: Closed

Single Treatments

A £30 deposit is fully redeemable against the cost of your treatment or any product purchase. Cancellations require a minimum of 24 hours' notice to avoid forfeiture of the deposit.

Pre-Paid Courses

Courses may be exchanged for other treatments within 14 days of purchase. Any sessions already redeemed will be charged at their full individual price; the remaining balance will be exchanged and the original expiry date maintained.

Gift Vouchers

No deposit is required when booking with a gift voucher; however, the same cancellation terms apply. Non-attendance or cancellations made outside the required notice period will result in the voucher being used to cover the £30 cancellation fee.

Pricing & Payments

Prices may vary depending on the treating practitioner and any promotional periods in effect. All course payments must be made in full before or on the first day of treatment, unless an alternative payment arrangement has been agreed in advance.

Payment plans: Missed instalment payments will result in the full individual price being charged for all sessions already received, and any course discount will no longer apply.

Course expiry: Treatments remain valid for 12 months from the date of purchase. Laser hair removal courses have extended validity — 12 months for a 6-session course and 18 months for a 9-session course.

Refunds Policy

No refunds will be issued for services already provided or for opened products. Refunds on unopened courses purchased at full price are available within 14 days of purchase, provided the cancellation policy has been followed and no sessions have been redeemed.

Discounted treatments or promotional purchases are not eligible for cash refunds; store credit only will be issued.

Medical refunds require written documentation from your GP, submitted within 14 days of purchase and before any session has been redeemed. Sessions already used will be charged at their full individual price. All refunds are processed to the original payment method. Cash payments will be refunded by card in the client's name.

Suitability for Treatment

InnoDerm Aesthetic Clinic reserves the right to refuse treatment at its discretion. You must disclose your full medical history and any current medications before each appointment. Clients under the age of 18 require written parental or guardian consent and, for certain services, a chaperone must be present.

Liability

The clinic limits its liability for economic loss, special damages, or consequential loss. A signed consent form is required before any treatment begins. Clients are responsible for disclosing a complete and accurate medical history; failure to do so voids any liability on the part of the clinic.

Clients must follow all post-treatment care instructions provided. The clinic remains liable only in cases of negligence that result in death or personal injury.

Clinic Policies

For the comfort and safety of all clients, animals and children are not permitted inside the clinic.

Complaint Resolution

All complaints are handled by the Clinic Manager or an appointed representative. Non-medical complaints are managed fully by clinic management. Treatment-related complaints will involve the relevant practitioner and may require an additional consultation.

We aim to provide a written response within 20 working days of receiving a complaint, or to provide an explanation if a delay is anticipated. Unresolved complaints will be escalated to Senior Management.