Terms and Conditions

APPOINTMENTS

All doctors and practitioners at InnoDerm Aesthetic Clinic are trained and approved in accordance with the company’s treatment protocol and therefore InnoDerm Aesthetic Clinic does not guarantee continued treatment with a named doctor or therapist.

Prior to your appointment, we will inform you of any preparation required for your treatment. If you do not follow the guidance this may result in cancellation of your appointment, reduced treatment time, or additional fees being charged. For certain treatments, we ask that you are prepared for your treatment:

• Facial / skin / injectable treatments: All make-up removed prior to treatment.
• Laser hair removal: area shaved 24 hours prior to treatment and free of hair. Hair must not be waxed or plucked prior to laser hair removal.

InnoDerm Aesthetic Clinic will endeavour to ensure that your appointment runs on time. However, should we need to cancel your appointment at short notice, we will make every effort to contact you in advance. All treatments cancelled by InnoDerm Aesthetic Clinic will be rebooked as soon as convenient for you.

If you are unable to attend your appointment, please contact us at least 24 hours prior to your appointment. Any cancellation within 24 hours prior of your appointment will result in the loss of the treatment from your course or your deposit being redeemed.

If you do not attend your appointment, this will result in the loss of your deposit, or your treatment being redeemed.

Late arrival to your appointment may result in a reduction in your treatment time or cancellation of the appointment.

TREATMENT CONTRAINDICATIONS

Your medical history will be assessed during your consultation, and we will discuss any contraindications to treatment.

Please note that only our skin care treatments, rehydrating, skin brightening facial can be bookable for pregnant or breastfeeding women. All other treatments are not deemed suitable during this time (for more information, ask your therapist).

TREATMENT COURSES

All treatment courses must be paid in full before the first session. Each course is valid for 12 months from the date of purchase and must be used within this period.

If you are unable to complete your course due to medical reasons, we may extend the validity upon receiving an appropriate medical certificate.

Please note:

Innoderm Clinic operates a no-refund policy on all treatments and products, in line with UK consumer regulations.

This applies to:

• services that have already been provided, and

• skincare or aesthetic products that cannot be returned for hygiene and safety reasons.

Course Interruption Policy:

If you choose to discontinue a course before completing all sessions, any treatments already received will be charged at the full single-session price, not the discounted course rate. Any remaining balance after recalculation is non-refundable and cannot be exchanged for other services or products.

BOOKINGS AND DEPOSITS

Consultation Deposit
Every treatment journey at Innoderm begins with a personalised consultation. During this appointment, your practitioner will assess your concerns, review your medical history, and recommend the safest and most effective treatment options.

• Consultation fee: £30 (payable at the time of booking).
• If you go ahead with a treatment on the same day or at a later date, this amount will be deducted from your total, making your consultation complimentary.

Consultations are by appointment only.
If you need to cancel or reschedule, please give us at least 24 hours notice.
Late cancellations or missed appointments may result in the consultation fee being retained.

CANCELLATION TERMS

If you cancel or reschedule less than 24 hours before your appointment, or if you do not attend, the following applies:
• Your full deposit will be retained, regardless of the reason — including illness or COVID-19.
• This is because short-notice cancellations make it difficult for us to offer the appointment to another client.

You must notify us via email or phone if you wish to cancel or reschedule your appointment within 24 hours for your deposit to be refundable. The following services require a booking deposit that is refundable or deducted from your treatment price.

• All consultations – £30
• All appointments – £30
• To confirm your appointment, we require a confirmation deposit of £30
• Cancellation under any circumstances, including illness, COVID-19, or requesting a change to your booking after this period will result in forfeiture of the total booking deposit.

For the terms of deposit refunds, please refer to the cancellation policy below.
To secure an appointment with InnoDerm Aesthetic Clinic, credit or debit card details will be secured against every booking. This applies to single treatments, consultations, reviews and test patches.
In the case of non-attendance or cancellation within 24 hours, your card will be charged to the relevant amount in relation to your booking.

If you wish to amend or cancel your appointment, please get in touch with us either via telephone at +44 7361585243 / +442037691385 (if we are closed or unable to answer, please leave us a WhatsApp message on +442037691385 ) or via info@innodermclinics.co.uk and a member of our front desk team will be happy to assist with your inquiry.

Single treatments
We take a fully redeemable deposit of £30 when booking a single treatment. The deposit can be redeemed against treatment fees or product purchases. Should you need to cancel or reschedule your appointment, we kindly ask that you call us, email us, or WhatsApp us no less than 24 hours prior to your appointment. Please be aware of our business opening hours when calling to reschedule or cancel, to ensure you give us the correct notice period. Any cancellation within 24 hours will result in your deposit being redeemed.
We are open Monday – Friday 9am – 8pm and Saturday 10am – 7pm. Usually we are closed on Sundays.

Pre-paid course of treatment
Should you need to cancel or reschedule your appointment, we kindly ask that you call us, email us or WhatsApp us no less than 24 hours-notice prior to your appointment. Please be aware of our business opening hours when calling to reschedule or cancel, to ensure you give us the correct notice period. Any cancellation within 24 hours will result in your treatment session being redeemed.
A package or course of treatments can be exchanged for other treatments within 14 days of purchase. If any of the treatments in the package or course have been redeemed, then the full price of the individual service/s already redeemed will be charged and the remaining balance will be exchanged. The expiry day of the course will not change and will remain the same from date of original purchase.

Gift Vouchers:
No deposit is required when booking a treatment using a gift voucher. However, the same cancellation terms apply. If you do not show up or cancel your appointment outside of our cancellation notice period, your gift voucher will be used to redeem the cancellation fee of £30, a treatment session, or the full cost of the treatment booked.

Pricing and payments
InnoDerm Aesthetic Clinic is a trading name for InnoDerm Ltd. InnoDerm Ltd is a company registered in England and Wales with company registration number 14273360, registered address SIMPSON WREFORD LLP. WELLESLEY HOUSE DUKE OF WELLINGTON AVENUE LONDON SE18 6SS. VAT Registration Number: 430992488.
Pricing: Consultation and treatment prices may vary by practitioner and doctor, especially during promotional periods. Please refer to pricing on the website or in clinic.
Price Changes: Prices (provided by way of quotation or a price list) are subject to change to the prices in effect at the time of delivery.
Please check and confirm the price before having your treatment.
Treatment quotations: where a client has been given a quote that is not subject to promotional discounts, this price will be honoured for up to 2 weeks.

Courses of treatment
Payments: All treatments purchased as a course or package must be paid for in full, prior or on the day of first treatment unless agreed otherwise.
Payments in instalments: If we agree a payment plan with you, you must make your payments on the times / dates agreed. If you do not, we will redeem the full price for the individual treatments you had from the instalments you already made and the course discount will no longer apply.
Package or course expiry: All treatments from a course or treatments are valid for 12 months from the date of purchase. If treatments are left unused, they will be automatically redeemed, and a new course will need to be purchased.
Laser Hair Removal: A course of 6 treatments has 12 months expiry. A course of 9 treatments has 18 months expiry. Any treatments left unused will be automatically redeemed.

Refunds: 
There are no refunds on any treatments / services had or products opened. If you are unhappy about the service / treatment, please speak with your practitioner or member of staff immediately so we have an opportunity to rectify the issue.
Any refunds on single treatments / course treatments that were purchased at full price are refunded within 14 days of purchase provided they haven’t been redeemed and the cancellation policy was followed. If any treatment was redeemed from a course, we will charge you the full price of the individual treatment, the consultation fee (if applicable), any late cancellation fees and refund the remaining balance.
No refunds on single treatments that were bought on offer/discount except as credit in-store.
Any products can be refunded given the product is unopened and is in its original packaging. No refunds after 14 days of purchase.
No refund on courses / services after 14 days of purchase except in the following cases:
– A medical reason – a written letter from you GP that you cannot have the treatment for a medical reason and the medical report must be submitted within 14 days of purchase of the course and if no session of the course has been redeemed
– If sessions have been redeemed, the used sessions will be charged at the full price of the individual service and the balance will be refunded less any consultation / late cancellation charges.
Refunds are to be paid to the same card / payment method used for payment.
If payment was made in cash, a refund to a card bearing the same name of the client will be made.
Any refund agreed between the client and InnoDerm Aesthetic Clinic is calculated by deducting the full list price of all treatments already taken, plus any charges for non-attendance. The difference will be the refunded amount.

Suitability for treatment
We reserve the right to refuse treatment / service to anyone.
We will always assess whether treatment is suitable for you, prior to any treatment being carried out.
It is the client’s responsibility to ensure that they provide InnoDerm Aesthetic Clinic with relevant medical history and medication and lifestyle details prior to each treatment.
We cannot treat any clients who are under 18. Exceptions apply for some services and must include parent / guardian consent and chaperone.

Liability
InnoDerm Aesthetic Clinic will not be liable in contract, tort or otherwise for any economic loss (including, without limitation, loss of profit), or for any other special, indirect or consequential loss or damage arising out of, or in connection with, its provision of any goods and/or services to the client.
Clients will be required to read and sign the relevant consent forms prior to treatment. We are unable to provide any treatment without your written consent.
It is the client’s responsibility to ensure that they provide InnoDerm Aesthetic Clinic with all relevant medical history and medication details prior to each treatment. InnoDerm Aesthetic Clinic will not be liable for any damage that occurs as a result of the client’s failure to disclose such details.
The client agrees to comply with all instructions and/or recommendations given to them by, or on behalf of, InnoDerm Aesthetic Clinic regarding the care of a treated area. Nothing in these terms of business shall exclude or limit InnoDerm Aesthetic Clinic’s liability for death or any personal injury resulting from InnoDerm Aesthetic Clinic’s negligence.
Attention
Please be aware that according to the clinic’s policy animals are not allowed. Unfortunately children are also not allowed to the clinic.
Your right to complain
InnoDerm Aesthetic Clinic endeavours to treat all its clients appropriately, compassionately, and fairly. If, however, you have an issue with any matter in relation to your treatment at InnoDerm Aesthetic Clinic you are entitled to lodge a complaint, either in person, by telephone or in writing. If you require assistance with making your complaint, InnoDerm Aesthetic Clinic will be pleased to help and will support you through the process.
The member of staff who initially receives the complaint will convey the details to the Clinic Manager or their designated deputy.
Where this cannot be resolved immediately, you will receive a letter within five working days to confirm that an investigation into the matter is underway and that a response will be made as soon as possible.
Complaints of a non-medical nature will be handled in their entirety by the Clinic Manager.

InnoDerm Aesthetic Clinic is a trading name for InnoDerm Ltd. InnoDerm Ltd is a company registered in England and Wales with company number 14273360, registered address SIMPSON WREFORD LLP. WELLESLEY HOUSE DUKE OF WELLINGTON AVENUE LONDON SE18 6SS.
If your complaint is treatment-related the matter will be discussed with the relevant practitioner and may require you to attend an additional consultation with that practitioner or an alternative member of the clinic’s team. The objective of this is to provide an explanation or a solution to your concerns. InnoDerm Aesthetic Clinic aims to give you a full written response within 20 working days, or where this is not possible, an explanation as to the cause of the delay.

Complainants who are not happy with the local resolution are referred to a member of the Senior Management team.