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.

BOOKING FEE'S AND CANCELLATIONS

When making a booking online with us, you will be required to pay a booking fee. This is usually £50, but can change in accordance with the type / length of appointment and may be more or less, depending on the service / length of appointment you are booking. Please check this when proceeding with your booking. You accept this when making an online booking. These booking fees are required for all bookings, including consultations and treatment bookings. This is to secure the booking slot and the medical practitioner's time, prevent no shows, and ensures that we are given the required notice if you wish to cancel / reschedule you appointment. 

All booking fee(s) are non-refundable if you do not give us at least 48 hours notice of any cancellation / reschedule  under any circumstance. If you have tested positive for covid, only a PCR test within 48 hours of your appointment will be accepted in order to roll your deposit across to a new appointment. You must provide this information to us via email Lateral flow tests are not accepted.

 

If, for whatever reason, you are unable to attend the clinic for your appointment, please let us know at least 48 hours prior to your appointment. Failure to cancel or rearrange without a full 48 hours notice for any reason whatsoever will result in the loss of any and all  booking fee(s) paid.  Failure to attend without any notice whatsoever, or attendance ten minutes or more past the scheduled time slot of your appointment will result in what we term a 'no show'. No-shows will lose any booking fee(s) paid, and may also be charged 50% of the total cost of their treatment(s) for which they have not attended. You may also be charged 50% up-front of any subsequent appointments you make as a booking fee as opposed to our standard £50. If you have arrived ten minutes or more late for your appointment and wish to reschedule, you will be required to pay a new booking fee of £50. If you have paid for a course of treatment in full and / or have an appointment booked whereby no booking fee has been taken, failure to attend any of your scheduled appointment  without 48 hours notice will result in a payable charge of £50 for failure to attend, payable on attendance to your next appointment. Failure to pay this on attendance or in advance of your next appointment will result in that treatment being forfeit with no refunds whatsoever. Further booking fees will also be applied as normal. Cancelling an appointment 48 hours before your appointment allows us to reschedule at your convenience without any charge, and enables us to offer the slot to someone who may otherwise have to wait much longer for an appointment.

If you have a remote consultation scheduled and you do not attend, we will try you again. If we try to contact you twice at the time of your appointment and you do not answer, you will be charged £10 for our time, admin, and the missed slot that would otherwise have been available to other clients. 

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 any and all booking fee(s) paid.

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 is highly unlikely to 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. As a general rule, if you are ten minutes late for your scheduled appointment, we are unable to treat you and  you will lose your booking fee for the booking of that day and may also incur a charge of 50% of the total cost of the treatment. A further deposit will be required to rebook. If you arrive past the time of your appointment as it would have ended by the time of your arrival, you will be classed as a no-show which will result in the loss of any and all booking fee(s) paid, and you may be charged 50% of the cost of your treatment. You will then be required to pay 50% of any rebooked treatment upfront as a booking fee.

If a client registers as a 'no-show' twice, this will result in both the fee's as above regarding booking fees and fees being due, as well as us requiring payment in full for any future treatments booked with us up front and in advance of the booking. We also reserve the right, after two 'no-shows', to refuse you any future service.

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, and a deposit has been paid, a full refund will be issued. 

If on arrival, our clinician(s) believe you to be displaying any signs and / or symptoms of a possible COVID-19 infection, OR you are living with / have had close contact within the last 14 days of anyone with a confirmed diagnosis of COVID-19, we reserve the right to refuse to treat you. In these circumstances any booking fee(s) paid will be lost and a new booking fee will be required as above to reschedule a new appointment.

If you attend a remote or face to face consultation, and you are either not suitable for treatment and / or decide not to book in for treatment, we do charge £10 for the consultation itself. By proceeding to make a consultation appointment, you agree with these terms. If, following a consultation, you then book in for an appointment, the full cost of the consultation is then deducted from the cost of the treatment(s) on the day.

All refunds of booking fee's carry a small £2 admin charge, to cover ta small fraction of the cost of our time involved with making and cancelling your appointment.

NON ATTENDANCE

Simple non-attendance without any notification from yourself in any case will result in the loss of any and all booking fee(s) paid, and a 'no show' being registered (see above) in your name. We may also charge you 50% of the total cost of the treatment being due to us, and after two no-shows will require a 50% booking fee for any future bookings. If you do not attend twice, we also reserve the right to refuse you any future service or bookings. 

ARRIVALS 

Please arrive promptly for your appointment. If you are too late for your appointment, we will not be able to treat you (see above) and you will lose any and all booking fee's paid. We will then require a new booking fee to reschedule any appointments for you.

 

If you are running late for whatever reason, please call the clinic on 0800 772 0137 and we will advise you as to whether we can fit you in on your late arrival, or whether you will have to rebook. We will not be able to see you if you are more than 10 minutes late as per our normal T&C's and you will lose any booking fee(s) paid for that appointment / your card will be charged.

We ask that you arrive promptly at the time of your appointment. Arriving more than ten minutes prior to your appointment means you may be waiting. Arriving later than ten minutes past your appointment time will result forfeit of the appointment and any booking fee(s) paid.

RESCHEDULING

We allow up to two reschedules without any loss of booking fees/ deposits paid, as long as we receive at least 48 hours notice (see sections above). However, we can not reschedule past two times without charging a new deposit. To reschedule a third time, you will lose any deposits and / or booking fees already paid, and will be required to pay a new deposit.

CHILDREN

Children are welcome in the clinic, however they do need to be under the constant supervision of an appropriate adult guardian. Children are not permitted into our treatment rooms. Failure to bring an appropriate guardian 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 booking fee(s) and / or appointment. We will always strive to accommodate, but please bear the above in mind when booking your appointment.

FINANCE (KLARNA)

Payments made to us following a treatment / service that you have received, that is then paid for via Klarna, is non-refundable under any circumstances.

Pay in 3 instalments - The following (italic) terms are taken directly from Klarna, who are referred to herein as 'we' or ;us'. 'We' or 'us' as described in these terms and conditions do not refer or apply to Sebastian Rose Medical Aesthetics, who only supply you with the link and ability to use Klarna (Sebastian Rose is the 'merchant) and have no influence whatsoever or anything mentioned in these terms and accept no liability whatsoever for the finance arranged between yourself and Klarna.

You can either apply for Klarna in clinic prior to your treatment(s), or you can apply remotely before your treatment. Note that if you are successful in your Klarna Pay in 3 application, Klarna will take one third of the balance immediately upon acceptance. Please ensure to read the following notes and T&C's from Klarna prior to making a Klarna application through Sebastian Rose Medical Aesthetics. In making such an application, you confirm that you have read and understood the following in full.

 

The following Terms apply between Klarna Bank AB UK Branch (“Klarna”, “we” or “us”) and you who has made a purchase and want a smoooth payment experience. If you choose this credit offering you agree to these Terms.

This is a credit offering you can choose to part pay your purchases by dividing the cost into 3 payments without any interest, fees or charges using a credit or debit card. However, the issuer of your card may charge interest or other fees under the terms of your card agreement.

How do I Pay in 3 instalments?

Provide your card details in order to complete your purchase. The first payment is taken from your card at the time the merchant confirms your order. The two remaining payments will also be taken from your card 30 and 60 days after the first payment is taken. We will tell you the due dates via electronic communication and they are viewable in the Klarna application.

You give us the authority to take the two remaining payments from your card on the due dates. In the event the merchant does not charge for your entire order at the same time, we will create a different Pay in 3 instalments plan for each merchant charge. Each of these order parts will have its own due date depending on when the merchant confirms that part of your order. This situation may be common where a merchant does not ship all the items from your order at the same time.

Failure to pay

You will maintain an adequate credit balance on your card to allow for payments to be taken on the due dates. Pay in 3 instalments is a form of credit. It is important you ensure enough funds are available to complete your payment on the due date. If you fail to make a payment you will be in default, and may be unable to use the service in the future. We may continue to attempt to collect overdue and currently due payments on subsequent due dates, or invoice you separately for the unpaid total. If you do not pay for your purchase, Klarna may engage with an external debt collection agency to collect on our behalf.

 

What do I need to know?

You must be 18 years old.

 

Pay in 3 instalments is a form of credit.

The card is valid (i.e. has not expired) and issued to you, and you have sufficient funds on the card.

 

It is at our discretion whether we offer you this credit offering. We may limit the types of cards we accept at our discretion. If a type of card is not accepted you will be notified before the purchase is completed. Most valid credit and debit cards that are not scheduled to expire in the near future are accepted. We do not accept prepaid cards. If we accept a card we will authorise the card for 1/3 of the order total at point of purchase. This amount will not be charged until the merchant confirms the order, but your card issuer may restrict your access to the authorised amount while pending. If we, for any reason, would be unable to charge the first instalment from your card, we will notify you about this and conduct a maximum of two (2) retries in order to try to collect the funds. You will be notified in good time in writing about the payment failure and when the retries will be scheduled so you’ll have enough time to make sure that you have sufficient funds on your card. If we were unable to withdraw funds after the two (2) retries, the missed payment will be rolled over to the second instalment. You can update the card linked to your purchase for payment at any time prior to your due date in the Klarna application and, where changed, we shall attempt to collect from this new card information. 

 

We may carry out a limited credit search on you at a credit reference agency. This search will not affect your credit score or your chances of obtaining a credit in future. If we do not carry out a limited credit search we will validate your card and request authorisation from your card issuer. In this case there will be no entry shown on your credit file for these payments.

 

If we are not able to take the second instalment from your card on the due date we will provide you a courtesy slack period of a few days so that you can update your payment method or ensure enough funds are available on your selected card. If we are not able to take the second instalment during this period we will make two (2) more retries before rolling over the unpaid amount to the next and final instalment. If we are unable to take the outstanding amount on the third instalment, we will follow the same procedure as listed above with two (2) retries and thereafter, if payment is not successful, we may invoice you the remaining amount or follow our debt collection procedures. Please note that Klarna will notify you in writing prior to any withdrawals taken from your registered card, if a payment fails, if an instalment amount is rolled over to the next scheduled due date or if the debt is handed over to an external debt collection agency.

 

If your card is cancelled you will immediately pay us all the remaining payments when we ask you to. If your card details change between your initial purchase and final payment, you agree to notify Klarna of your updated card information. Klarna will provide you an online method to provide these updates. If you fail to provide updated information, you authorize Klarna to obtain the updated details from your card issuer, if available. 

 

You authorize us to store your card details on our systems. We will use this information to authorize future payments under these Terms. Unless you opt out, we may also use this information to conveniently prefill your card details for future purchases. You may manage your cards and details online. In the event Klarna obtains updated card information from your card issuer, you agree that we may store this updated information on our system.

 

You can pay any remaining payments at any time and we will not charge you for doing so.

 

If you cancel your purchase we will cancel any remaining payments and pay back to your card any amounts we have taken. Any part returns or refunds credited to your purchase will reduce your outstanding balance, but do not count as payments. You will need to continue to make your previously disclosed payments at scheduled due dates until your balance is paid in full.

 

Our Use of Your Personal Data

Klarna processes your personal data in order to carry out our obligations in this agreement and for the additional purposes set out in our Privacy Notice. The Privacy Notice is available here, and on our website, and by using Klarna’s services you confirm that you have read this Notice. We process your personal data for example to identify you and perform customer analysis, credit assessments, marketing, and business development. We may also transfer your data to selected partners (such as credit reference bureaus), which may be established outside of the UK. In the Privacy Notice there is more information about our data sharing, your rights in regards to your data, how you may contact us with questions, or submit a complaint to an authority.

 

Complaints

For complaints, the information provided on https://www.klarna.com/uk/feedback-and-complaints/ applies. By using our Service you consent and agree to that Klarna provides all communication regarding complaints electronically. If you have a complaint towards Klarna, you can submit your complaint through Klarna’s customer service webpageusing the chat function or by giving us a call on (+44) 0808 189 3333.

 

We aim to handle all complaints promptly, effectively and in a positive manner. If we do not resolve your complaint to your satisfaction, you may refer your complaint to Klarna’s Complaints Adjudicator for an impartial review, using the form provided alongside your final response.

 

For more information about how we handle complaints at Klarna, please refer to our complaints handling procedure.

 

Assignment 

You may not transfer or assign any rights or obligations you have under these Terms without our prior written consent. We have the right to transfer or assign these terms or any right or obligation under these Terms at any time without your consent, provided that such transfer does not alter your rights and obligations under these Terms to your detriment.

 

Klarna

Klarna Bank AB UK Branch, is a branch of Klarna Bank AB which is authorised and regulated by the Swedish Financial Services Authority.  Deemed authorised by the Prudential Regulation Authority. Subject to regulation by the Financial Conduct Authority and limited regulation by the Prudential Regulation Authority. Klarna Bank AB UK Branch’s establishment number is BR020956 and is located at 7th Floor, 33 Cavendish Square, London, W1G 0PW, United Kingdom, with FCA reference number 536065. Klarna Bank AB’s headquarters are located at Sveavägen 46, 111 34 Stockholm, Sweden, registered in the Swedish Commercial Register under registration number 556737-0431.

For further information about Klarna, go to: https://www.klarna.com/uk/

PACKAGE DEALS 

Any package deal purchased is solely for the use of the client, and no part of a package deal is transferrable under any circumstances. If, for whatever reason, after purchasing a package deal you decide not to have certain elements of it, there is no refund on any part of the package. All packages, services and treatments are non-refundable. All elements of a package deal must be carried out within a maximum of 12 months. No parts of a package deal can be carried forward out of a 12 month period, and no refund will be given if you do not use any elements of said package.

APPOINTMENTS

All appointments are non-transferable under any circumstances. If you wish to change the treatment(s) you are booked for, you must give us at least 48 hours so. we can adjust the service slot as necessary. Failure to inform us of any changes to the treatment you are booked for on the day will result in a charge of 50% of the treatments you are booked for.

DISCOUNT CODES

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.

Treatment courses are non-refundable. Whilst you can change your mind and decide not to complete the course, the cost of the course paid upfront is non-refundable under any circumstances. 

If you do not attend / do not give us 48 hours notice of being unable to attend any session that forms part of a course that has been paid for upfront, a £50 charge will be applied and will be due on arrival to your next / rescheduled appointment. Other normal also T&C's apply.

Courses of treatments are non-transferrable - i.e, you cannot 'give' one to another person. 

MODELLING OPPORTUNITIES

We offer two types of modelling opportunities.

WITH OUR CLINICIAN IN CLINIC - 1:1 From time to time, when we introduce a new product, service, or treatment in clinic, we sometimes offer a limited number of spaces for clients to take advantage of the product, treatment, or service at a heavy discount to the normal price.  To be eligible for a modelling opportunity, you must be suitable for the product, service, or treatment (as per out treatment suitability T&C). A full consultation will be carried out beforehand, and to qualify for the modelling opportunity you must agree to us taking , using, and sharing any before and after pictures as we deem necessary on any of our online channels (social media, website, etc). 

AS PART OF OUR TRAINING ACADEMY - As part of our official TRAINING ACADEMY, we will occasionally require 'models' on whom to administer anti-wrinkle injections and / or dermal fillers to teach our delegates. All of our delegates (those attending our courses) are medical professionals - GMC / NMC / GPhC registered. A full consultation will be carried out on all models who wish to book onto any of our modelling opportunities to assess suitability and safety of the product for the individual.   Normal suitability conditions apply, and if you are not suitable to be a modelling candidate but have paid for the service you will be issued with a full refund.

Our standard cancellation terms and conditions as applied to standard bookings in clinic do not apply to modelling bookings. If we are unable to treat you (either because you are not suitable from the initial consultation) and / or we are unable to ultimately provide the service (due to cancellation from our end for any reason) you will be entitled to a refund. However, any cancellation from your end (regardless of the notice given, and for any reason whatsoever) will result in the loss of any and all monies paid for the treatment. The 48 hour cancellation window applied to standard clinic bookings does not apply to the modelling bookings. This is necessary as it is crucial for the smooth running of our training academy that our models attend, and it may be difficult for us to find another model if you cancel. The only exception to this (valid until further notice) is any COVID-19 related illness or contact. Payment for the whole treatment must be paid in full and up front. We do not accept deposits for any of our modelling services. As above, standard terms and conditions do not apply to cancellation(s), and any cancellation from your end, regardless of any notice period given, will result in the loss of any and all monies paid for the service(s) booked (with the exception of COVID-19 related illness and / or confirmed contact).

GIFT CARDS

Gift vouchers can be redeemed against any treatment or service at SEBASTIAN ROSE MEDICAL AESTHETICS, excluding any take-home skin care products, subject to our terms and conditions. This gift voucher may be used for treatments and / or services of a higher price than the face value of the gift certificate on payment of the difference. Gift vouchers cannot be exchanged for cash. If the value of the service or treatment is less than the face value of this gift certificate, no cash or credit note will be given for the difference. Any money owing will be added to the remaining balance on the gift certificate. This gift certificate cannot be redeemed online. Gift certificates cannot be exchanged or refunded, except in accordance with your legal rights. Gift certificates are valid for a period of 12 months from the date of issue. SEBASTIAN ROSE MEDICAL AESTHETICS will not accept liability for any lost, stolen, or damaged gift certificates. If you do not produce your valid gift certificate on attending your appointment, the full cost of any product, treatment or service must be paid via another means. SEBASTIAN ROSE MEDICAL AESTHETICS reserves the right to refuse gift certificates which it deems to have been tampered with, duplicated, damaged, or which otherwise is suspected to be affected by fraud. SEBASTIAN ROSE MEDICAL AESTHETICS reserves the right to amend the terms and conditions of gift certificates at any time without notice and to take appropriate action, including cancellation of the gift certificate, if, in its discretion, it deems such action necessary. This does not affect your legal rights. Normal terms and conditions apply to the gift certificate holder regarding treatment and service suitability. Gift certificates are non-refundable and non-transferable, without exception.

TREATMENT SUITABILITY

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 consultation at least 48 hours before the day and time of proposed treatment along with submission of your medical history 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 attend a consultation and also complete your medical history at least 48 hours before your scheduled appointment, as a new client, will result in disappointment as without a consultation and receipt of your medical history i48 hours in advance, we cannot treat you on the day.  Failure to complete your medical history form and attend your consultation as scheduled will therefore result in loss of any and all booking fee(s) paid and cancellation of your booking. 

Failure to attend a scheduled remote consultation, without 48 hours notice, will result in a £10 non-attendance fee being deducted from any booking fee(s) paid. We can reschedule this for you, but be aware that if your treatment is booked very soon after, as above, this may also have to be rescheduled and any cancellation fees as above sections will also apply.

Similarly, failure to heed the advice on check-out and to book a consultation as opposed to anti-wrinkle injections / any treatment concerning botox, will result in the loss of any booking fee(s) paid and we will not be able to treat you on the day.

ALCOHOL & RECREATIONAL 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.

ZERO TOLERANCE

We operate a zero tolerance policy with regards to abuse. This includes being verbally and or physically abusive towards any members of staff, and / or towards our property.

Any client whose behaviour contravenes our zero tolerance policy in any way will be unable to book with us in the future, to protect our staff, our clients, our property, and the public. We will also contact the police where deemed necessary.

WEDDING PACKAGES

The cost of all wedding packages are to be paid up front, not per session. 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 our treating clinician - they must also have the same experience and have treated a comparable amount of clients.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.

LIABILITY

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.​

We do not accept any liability with regards to the current situation and risks associated with COVID-19. 

REFUNDS

Once delivered, all services and treatments are non-refundable under any circumstances.

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.