TERMS & CONDITIONS
PLEASE READ OUR TERMS & CONDITIONS BEFORE BOOKING ANY TREATMENT, PRODUCT, OR SERVICE. BY BOOKING ANY PRODUCT, TREATMENT, OR SERVICE YOU ACKNOWLEDGE YOU HAVE READ, UNDERSTOOD, & ACCEPTED OUR TERMS AND CONDITIONS.
DEPOSITS AND CANCELLATIONS
We take a fully refundable deposit of £40 for all of our consultations including those that are free of charge. This is to secure the booking slot and the medical practitioner's time. Your deposit can be refunded in clinic or used against a treatment or service*
If, for whatever reason, you are unable to attend, please let us know 48 hours prior to your appointment. Failure to cancel or rearrange with a full 48 hours notice will result in the loss of any deposit paid. This applies to both members and non-members. If you are a member and fail to cancel your complimentary appointment with 48 hours notice, this will result in loss of this complimentary treatment for that month or particular timeframe for the service. Cancelling an appointment 48 hours before your appointment allows us to reschedule at your convenience without any loss of deposit and / or treatment, and enables us to offer the slot to someone who may otherwise have to wait much longer for an appointment.
Similarly, if a 'last minute' booking has been made and would therefore fall outside our cancellation period, failure to attend your appointment will result in loss of your deposit.
If you are delayed for any reason, kindly let us know with as much notice as possible. We will always strive to accommodate but this may not always be possible due to the high volume of bookings, the length of each clients appointment, and the working hours of any particular practitioner on any given day.
Conversely, if for any reason we have to cancel your appointment (we are human, too!), we will endeavour to arrange an alternative appointment at a time and date convenient for yourself. We promise to try our best to reach you on the contact details provided by yourself during booking. If, due to our inability to carry out the original appointment and an alternative booking is, for whatever reason, unsatisfactory to yourself, a full refund will be issued.
Simple non-attendance without any notification from yourself in any case will result in the loss of any deposit paid. This also applies to late cancellation (i.e, given with less than a full 48 hours notice). For members & complimentary treatments, this will result in the loss of any complimentary treatment or service for that month.
We ask that you arrive 15 minutes prior to the time of your appointment in order for us to undertake the requisite checks, paperwork, and any necessary consultation. If a consultation has been performed via our online consultation forms, these will be printed and a practitioner will verbally discuss the contents with yourself to double check your suitability for any proposed treatment and check the treatment you requested is correct. This also allows us time to administer any numbing agents that may be necessary.
Arriving later than this may result in your allotted slot either being shorter than originally allotted or possible forfeit of the appointment. If, for whatever reason, you are 'unreasonably late' (we deem this to be more than 15 minutes after the start time of your appointment) we will again try our best to contact you and also to treat you - however, during busy periods we may have to reschedule your appointment and this may result in loss of any deposit. If you are over 15 minutes late for your appointment and we are unable to fit you in due to the constraints of the clinic / our practitioners at that time, your deposit is non-refundable.
This also applies for home visits. If a medical practitioner visiting your home is unable to gain any answer, they will keep trying for 15 minutes. If, at the end of these 15 minutes, you are not at home for the appointment / treatment / service to take place,any monies paid for the treatment / service is non-refundable.
Children are more than welcome in the clinic. However, we do ask that if your child is under the age of 16 years they are accompanied by another adult to supervise them during your treatment. We do not allow children into the treatment room. We do not allow children under the age of 16 to be unsupervised in the clinic grounds at any time. We do not have extra staff available to supervise your child and would not legally be able to do so even if we did - so as much as we adore kids, please do not ask! Failure to bring an appropriate adult chaperone to supervise any child under the age of 16 may mean we are unable to provide your treatment and may result in loss of your deposit and / or appointment.
CREDIT CARD DETAILS, DEPOSITS AND PAYMENTS
A deposit is required at the time of booking in order to secure your appointment. On booking, our staff and time is dedicated to you and we are unable to offer this space to anyone else who may want to book at the same time. Therefore, if, for whatever reason, insufficient notice or cancellation as per our policy and / or non-attendance occurs, this will result in loss of your deposit and / or appointment as noted above.
Members MUST show their membership card on arrival to the clinic along with photographic ID - or photographic ID if they have joined but not yet received their membership card.. They must also quote the unique number printed on their card if making a deposit and / or booking an appointment over the telephone . Failure to provide this information will result in the member being charged at a non-member rate. At our discretion, if the member later produces the evidence as listed above, the difference in cost of deposit and / or treatment will be refunded but the member will be initially charged as a non-member. Unfortunately, this is necessary to prevent fraud.
Memberships are calculated on an annual basis and subject to a 3 month minimum 'lock-in'. The treatments and services we provide to our members are heavily discounted; therefore, the client cannot cancel the membership during the first three months (apart from the first fourteen days which are a 'cooling off' period - however, see proviso later in these terms and conditions). Following subscription to any level of membership, any discounts and complimentary / supplementary treatments and or / conditions that apply to that membership will not be applied to the clients account until the first payment has been made.
If a client undertakes any treatments during the first three months and subsequently cancels their membership within the three month lock in, the treatments administered will be considered to be charged at a non-member rate (as the client has cancelled within the period we specify as a lock in) and the client will be charged the outstanding deficit between the rate they were quoted / paid as a 'member' and the 'non-member' rate. Clients are financially liable for the total non-member cost of any and all treatments undertaken within this three month period if membership is subsequently cancelled within the three month period. To prevent fraud, complimentary products, treatments, and services are not bookable during the first fourteen days of becoming a member.
If a client fails to pay what is owed as above, SEBASTIAN-ROSE may take further legal action to recover the amount outstanding, financial loss, and damages.
Member treatments at relative quoted discounted rates are capped at ten treatments total throughout the year (including a combination of anti-wrinkle injections, dermal fillers, Sculptra, and lip augmentations). Membership rates are not transferrable and discounts and complimentary treatments cannot be transferred to another person unless specified in the particular booking. and / or membership package. Complimentary membership treatments cannot be carried forward if not used or booked during the timeframe in which they must be used (monthly). The only exception to this is if SEBASTIAN-ROSE is, for whatever reason, unable to book you in due to no available bookings.
Discount codes are redeemable only for the product, treatment or service for which they are specified. Discount codes are one-time-se only, and are not transferrable.
COURSES OF TREATMENT
Any treatments purchased as part of a 'course' must be paid in full at the time of booking unless alternative finance has otherwise been arranged and / or otherwise specified during the booking process. All treatment courses must be undertaken within a period of 12 months from the date of first treatment. Any subsequent treatments or unused treatments will not be refunded, nor can they be 'rolled forward' out of the 12 month window.
Courses of treatments are non-transferrable - i.e, you cannot 'give' one to another person. Photographic ID must be shown when attending an appointment that has been booked as part of any package or course (for example, 'Annual Pass').
Our experienced medical aesthetic practitioners will always suggest a treatment that is suitable, appropriate, and safe for you as an individual. If, for whatever reason, the clinician is unable to carry out a proposed treatment on unsuitable medical grounds (i.e, you are not suitable for the treatment - allergies, contraindications, etc) you will be advised of this during a face-to-face consultation. Alternatives, if available, will be suggested. If we do not feel it is safe or appropriate to treat, we reserve the right to refuse treatment.
Kindly be advised that if you have not visited us for anti-wrinkle injections before, a face-to-face consultation at least 24 hours before the day and time of proposed treatment is MANDATORY. Please do not book for anti-wrinkle injections if you have not visited us already - please ensure to book a consultation first. Failure to note this will result in possible disappointment as without a consultation, you will not be treated.
ALCOHOL & DRUGS
If our practitioners suspect you are under the influence of alcohol or recreational drugs, treatment will be refused and your deposit will not be refunded. This is to ensure your - and our - safety,
A £50 home visit fee will be charged for all home visits. This has been temporarily reduced during the coronavirus (Covid-19) pandemic, to allow those who are self-isolating due to chronic health conditions which put them at an increased risk of serious consequences from the virus. This is also for those who, due to school closures, are unable to attend the clinic due to childcare issues. It is NOT for people who are possibly symptomatic of the virus. If our visiting clinician believes that the client (or any member of their family) is displaying possible symptoms of the coronavirus corvid-19 on arrival, or during, treatment, the clinician has the full discretion to leave / not attend the property and not carry out the treatment on safety grounds. In these cases, any deposit paid is non-refundable. There is a £10 call out surcharge for all home visits.
SEBASTIAN-ROSE prides itself on flexibility and being able to treat clients in their own home. However, there is the expectation that the environment in which the client wishes to be treated is suitable for the practitioner to practise effectively and safely. We ask that any young children or pets are cared for by another responsible adult during the time of treatment. Failure to follow this may result in an unintended aesthetic result (for which we will not be responsible) and / or the clinician being unable to carry out the service. If the practitioner arrives at the clients home and - for whatever reason - finds the setting to be inappropriate, and / or if the practitioner feels unsafe in any way, and /or if the client and / or setting is in any way inappropriate / unsafe for carrying out a treatment, the practitioner has the right to refuse treatment and any deposit will be forfeit.
Please note that during home-visits and treatments we expect our clinicians to be treated with the high level of respect, dignity, and safety afforded to clients visiting our clinic(s). Any abuse will result in the practitioner immediately leaving the clients home, and, where necessary, the requisite authorities being notified. Any deposit or monies paid will not be refunded.
GROUP BOOKINGS & ALCOHOL
All parties involved must have undertaken a full consultation at least 24 hours beforehand (unless they have already been treated at Sebastian-Rose). This is to ensure product / treatment suitability. If any people forming part of the group booking has previously been assessed by Sebastian-Rose and deemed suitable for the treatment(s), no further consultation will be required on the proviso that there has been no change in the individuals medical status since they were last seen. And recent diagnoses, interventions, operations or medical investigations should be disclosed to Sebastian-Rose so product safety can be ensured.
We do not supply alcohol at any of our group bookings for safety reasons. However, you are welcome to drink and supply your own alcohol (within reason) and if so, you accept any and all responsibility for any unintended side-effects or negative effects of any treatment due to your consumption of alcohol. We do NOT recommend alcohol to be drunk during any group booking(s). Having notified you of this in our terms & conditions - which will also be verbally relayed to all members of the party by the treating clinician - you remain wholly liable for your alcohol consumption.
Furthermore, if the treating clinician deems any person / member of the group booking to be intoxicated, we do reserve the right to refuse treatment on the basis that it may not be possible to gain full & informed consent from a person under the influence of alcohol.
The cost of all wedding packages are to be paid up front, not per session. 0% finance can be used if the client is approved by the lender. Membership rates (apart from Blue Diamond) and discounts do not apply to wedding packages. The Blue Diamond discount of 30% does not apply to wedding packages, however, blue diamond members do receive 10% wedding packages. If a client does not use all of the treatments, services and / or products offered as part of a wedding package, no refund or reimbursement will be given for that not used. Products, services, and / or treatments offered as part of the wedding package cannot be used or extended beyond the timeframe issued for that package. At our discretion, if a wedding is cancelled, we will try our best to make certain allowances in possibly rearranging or extending timeframes as needed.
PRICE MATCH GUARANTEE
We guarantee to match the price of any 'like-for-like' competitor (established clinic) within a 25 mile radius of each of our clinics (we do not recognise treatment given from a clinician's 'home'). The product(s) they use for a particular service must be identical to that used by us, sourced from the manufacturer or a reputable supplier recognised by us as being so. The qualifications of the medical aesthetic professional administering the treatment must be, at a minimum, at the same level of accreditation, qualification and experience of that of the treating clinician. This must be verifiable.
In order to be reimbursed for the price match guarantee, all of these criteria must be met within 7 days from undertaking the treatment with ourselves, and providing evidence of the above is the responsibility of the client. Our Price Match Guarantee is not applicable to any products, services or treatments given as part of a membership package, annual pass, group bookings, block bookings, or wedding packages.
We do not have access to a clients medical records or history and therefore rely on the client being fully open and transparent with regards to the medical questionnaire and any and all questions we may ask to assess your suitability for any particular treatment. If a client, for whatever reason, fails to provide all information correctly and / or omits certain information (e.g, any allergies, medications taken, any acute or chronic diseases) when asked we will not be held liable for any damage that may occur due to the clients failure to disclose or truthfully disclose such information when requested.
The client agrees to comply with all instructions / recommendations given to them by or on behalf of SEBASTIAN-ROSE regarding the care of any treated area. Any loss of, or negative aesthetic result due to the clients failure to adhere with our advice is the responsibility of the client and SEBASTIAN-ROSE does not and will not accept any liability in these situations.
Once delivered, service and treatment fees are non-refundable.
RIGHT TO COMPLAIN
SEBASTIAN-ROSE endeavours to treat all of its clients appropriately, fairly, and safely. We will always seek to rectify any problems, worries or concerns as they arise and welcome feedback. If, for whatever reason, you are unhappy with any matter related to your treatment at SEBASTIAN-ROSE you are entitled to lodge a complaint, either in person, by telephone, or in writing. If you need assistance with this, SEBASTIAN-ROSE is more than happy to help.
If the matter cannot be resolved immediately, we aim to respond to you in writing within three 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 by the clinic manager.
If the complaint is related to the treatment, we advise you to discuss this with the treating practitioner. If you are still unhappy, we will endeavour to seek alternative arrangements with another clinician - although this cannot be guaranteed.
SEBASTIAN-ROSE will always aim to fully understand and address any concerns.