The following terms are on which Face&Co provides treatments and service to its clients. Please ensure that you have fully read and understood our policies prior to booking any treatment with Face&Co.
Deposit & Cancellation Policy
Booking a treatment or consultation
Face&Co take a fully refundable deposit of £25 for all appointments and consultations, including any appointments that are non-chargeable.
Should you need to cancel or reschedule an appointment we kindly ask that you notify us at least 48 hours prior to your appointment time. Failure to provide adequate notice will result in the deposit being retained by the clinic. This allows us to manage our appointments diary in an efficient manner and offer any available appointment times at reasonable notice to other patients. Your deposit can be refunded in clinic or used against any treatment or product purchase.
Appointments and cancellations
If you are unable to attend an appointment, please contact us on 01244 757525. We kindly ask that should you need to cancel you notify us at least 48 hours prior to your appointment time. Failure to cancel or rearrange your appointment at least 48 hours prior to your appointment will result in the loss of the treatment from your course of treatments, or the deposit paid being retained by the clinic.
Please arrive at least 15 minutes prior to your appointment so that any necessary pre-appointment documentation can be completed in good time. Late arrival may result in you receiving a reduced treatment time or loss of the appointment. Face&Co will endeavour to ensure that your appointment runs to the agreed time. However, in the very rare occasion where we should we need to cancel or postpone your appointment at short notice, every effort will be made to contact you in advance.
Prior to your appointment, we will notify you of any required preparation in advance of your treatment. Failure to follow any pre-specified guidelines may result in the cancellation of your appointment, reduced treatment time, or additional fees may be charged.
Any client booked in for treatment bringing a child with them, must also be accompanied by another responsible adult whilst the client is being treated. Face&Co staff cannot be left responsible for caring for children at any time. Failure to bring a suitable adult chaperone with a child will result in the treatment being cancelled, and loss of the treatment or deposit paid. No children under the
age of 16 years old must be left unattended within the clinic at any time.
Face&Co are unable to guarantee continued treatment with the same named medical practitioner during a course or repeat treatments.
Credit card details, deposits and payments
To secure an appointment with Face&Co a deposit payment is required. For an appointment with a doctor, nurse or therapist, a deposit of £25 will be charged to your credit or debit card at the time of booking in order to secure the appointment. Deposits can be used towards payment for treatment, the purchase of products from the clinic or left on your account against future treatments. Should deposits remain unclaimed by the client following twelve months of inactivity, Face&Co reserves the right to retain the deposit. These charges will not be applied to clients booking an appointment from their existing treatment package. Prices may vary by clinics in different areas or regions. Please refer to the price list on the website for your chosen clinic, or please contact your clinic for their
current price list.
Courses of treatments
Any treatments purchased as a course must be paid for in full in advance of the first treatment. All treatment courses must be completed in full within 12 months of the date of purchase. Any treatments left unused after 18 months may be forfeited.
Any course of treatments purchased is only refundable for medical reasons. Any agreed refund would be calculated by deducting the full list price of all treatments already taken (including any that may have been deducted for non-attendance) from the total price of the course of treatment, with the difference in cost returned.
Treatment suitability
Face&Co medical staff will always assess whether a treatment is suitable for you, or likely to be a success prior to any treatment being performed. Where we feel a treatment is unsuitable, we will inform you as to the reasons why. You will only be liable for the cost of the initial consultation, where a charge is applicable.
Liability
Face&Co shall not be held liable in contract, tort or otherwise for any economic loss (including, without limitation, loss of profit), or for any special, indirect or consequential loss or damage arising from, or in connection with, its provision of any treatment, goods and/or services provided to the client. It is the client’s responsibility to ensure Face&Co are provided with all relevant medical details prior to each treatment. Face&Co will not be held liable as a result of the client’s failure to disclose such details. The client agrees to comply with all reasonable instructions and/or recommendations given to them by Face&Co staff regarding the care of a treated area either before or after treatment. Nothing in these terms shall exclude or limit Face&Co liability for death or any personal injury as a result of Face&Co negligence.
Your right to complain
Face&Co strives to treat all its clients in a professional manner, compassionately and fairly. If however, you have an issue with any matter in relation to your treatment by Face&Co, you are entitled to make a complaint, either in person, by phone or in writing. If you need assistance in making a complaint, Face&Co will be pleased to help and support you through this.
Any member of staff who receives the complaint is instructed to pass full details to the Clinic Manager or their designated deputy. Where a complaint cannot be resolved immediately, you will receive a letter or email within three working days to confirm that an investigation into the complaint is underway, and that you will receive response as soon as possible. Complaints of a non-medical nature will be handled in their entirety by the Clinic Manager.
If your complaint relates to a treatment, the matter will be discussed with the relevant practitioner and may require you attending an additional consultation with that practitioner or an alternative member of the clinic’s medical team. The objective would be for you to provide a detailed explanation or a solution to your concerns. Face&Co will aim to provide a full written response within 20 working days, or where this is not possible, an explanation as to the cause of any delay.
Complainants who are unhappy with the resolution within the clinic will be referred to a member of the Senior Management team. If the complaint is service related this will normally be a Director. If the complaint is of clinical nature this will be the Chief Medical Officer.
To lodge a written complaint, you are invited to write to us;
The Chief Medical Officer,
Face&Co Ltd,
Maple House,
Park West Business Park,
Chester
CH1 4RN
This is a summary of the Face&Co complaints procedure. A full version is
available upon request.
Money-off treatment vouchers
Vouchers cannot be used in conjunction with any other offer or promotion. Vouchers and promotions are available to both new and existing clients. Maximum of one voucher can be used per person, and are non-transferrable to other individuals other than the intended recipient. Any voucher must be surrendered prior to the start of any treatment. Offer applies only to single or courses of treatments, with minimum spend of £100. Vouchers can only be used on treatments, unless specifically stated within a promotion.
Offers are always subject to patient suitability for any given treatment.
Voucher cannot be exchanged for money and are non-transferrable.
Patients must be 18 years of age or above. Proof of age may be requested prior to the start of any treatment.
Individual terms and conditions will apply to each promotion.