TERMS OF BUSINESS

Set out below are the terms on which Excelase provides service to its clients. Please ensure that you have read and fully understood them prior to booking any treatment.

  1. Appointments and cancellations

    • We will notify you with the time and date of your treatment appointment. On receipt of this notification, please confirm your attendance with the clinic .Failure to do so may result in reallocation of the appointment time to another client. All doctors, nurses and therapists at Excelase are trained and approved in accordance with the company’s treatment protocols and therefore in the interests of clinical audit, Excelase does not guarantee continued treatment with a named nurse or therapist.
    • If you are unable to attend your appointment, we require 24 hours notice in order to reallocate your appointment to another client .Failure to give the required notice may result in your being charged a cancellation fee. If you fail to attend an appointment without giving due notice ,we may charge a cancellation fee and require you to pay for all future treatments in advance .Clients who have pre-purchased a course of treatment will forfeit one of the treatments.
    • Please arrive at your appointment at least 10 minutes in advance so that the necessary paperwork can be completed. Late arrival may result in reduced treatment time or forfeiting of the appointment .Excelase will endeavour to ensure that your appointment runs to time: however for reasons beyond our control, we may need to cancel or postpone your appointment at short notice .In this unlikely event we will make every effort to contact you in advance. We do not offer compensation if we cancel your appointment.
    • Prior to your appointment we will inform you of any preparation required in advance of your treatment. Failure to comply may result in cancellation of your appointment, reduced treatment time, or additional fees being charged.

  2. Credit card details, deposits and payments

    • Credit card details are taken in respect of test patches in order to secure the appointment. No fee will be charged to this card unless you fail to attend your appointment or cancel it with less than 24 hours notice. Under these circumstances we will make a charge of £25 for a test patch.
    • All treatment bookings must be paid for in full prior to any treatment commencing. A 50% deposit is required at the time of booking where the single treatment cost is greater than £100.The remaining 50% is required on arrival at the clinic on the treatment day. Proof of your ability to pay may be required prior to any appointment booking.
    • If you have paid for a course of treatments and are subsequently unable to complete the course, we will offer you a refund, calculated by deducting the full list price of all treatments already taken, plus any forfeited for non-attendance, from the total price of the course of treatments, and return the difference to you.

  3. Course of Treatments

    • All treatments purchased as a course must be paid for in full in advance of the first treatment. All treatments must be taken within 12 months of the date of purchase: any treatments left untaken for 12 months will be forfeited.

  4. Treatment Suitability

    • We will always assess whether treatment is suitable for you, or likely to be successful, prior to any treatment being carried out. If not we will inform you as to the reasons why .You will only be liable for the cost of the initial consultation and or test patch where applicable.

  5. Liability

    • Excelase will not be liable in contract, tort or otherwise for any economic loss (including without limitation, loss or profit), or any other special indirect or consequential loss of damage arising out of, in connection with, its provision of any goods and /or services to the client.
    • It is the client’s responsibility to ensure that he or she can provide Excelase with all relevant medical details prior to each treatment. Excelase will not be liable for any damage that occurs as a result of the client’s failure to disclose such details.
    • The client aggress to comply with all instructions and or recommendations given to them by, or on behalf of, Excelase regarding the care of a treated area .Nothing in these terms of business shall exclude or limit Excelase’s liability for death or any personal injury resulting from Excelase’s negligence.

  • Your Right to Complain

  • Excelase 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 Excelase, you are entitled to lodge a complaint, either verbally, by telephone or in writing .If you require assistance with making your complaint, Excelase will be pleased to help.
  • The member of staff who initially receives the complaint will convey the details to the Clinic Manager or their designated deputy, and you will receive a letter within 7 days of lodging a complaint that an investigation into this matter is under way.
  • During the course of this investigation, Excelase may require you to attend an additional consultation with the practitioner involved in your treatment, if this is deemed appropriate. If you are not satisfied with your initial attempt at resolution , or have any objection to being seen by this practitioner, the clinic’s Medical Director will review your case where an appropriate solution will be proposed.
  • Should you be dissatisfied with the decision you may refer your complaint tot the Care Quality Commission .See www.cqc.org.uk

This is a summary of the complaints procedure .A full version is available upon request.

Excelase is a trading name of The Aesthetic Laser Clinic Limited Copyright April 2010