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TERMS & CONDITIONS

Please read these terms before booking any appointment or ordering any product. By booking an appointment, attending the clinic, or placing an order, you confirm that you have read, understood and accepted them.

About us and these terms
Booking fees
Cancellation and rescheduling
Non-attendance and lateness
Consultations
Prescription-only medicines
Suitability and our right to refuse treatment
Age policy
Courses of treatment
Packages and wedding packages
Gift cards
Discount codes and offers
Modelling opportunities
Products purchased online or in clinic
Prescription products purchased online
Payment and finance
Children in the clinic
Alcohol and recreational drugs
Behaviour in the clinic
Information you give us
Photography and images
Your personal data
Complaints
Liability
Changes to these terms
Governing law

1. About us and these terms

1.1 Sebastian Rose Medical Aesthetics is a trading name of R F Roberts Limited, a company registered in England and Wales, operating from 39 Charles Street, Cardiff, CF10 2GB.

1.2 In these terms, "we", "us" and "our" mean Sebastian Rose Medical Aesthetics. "You" means the person booking an appointment, attending the clinic, or placing an order.

1.3 These terms apply to all appointments, treatments, courses, packages, gift cards and products, whether booked or purchased online, by telephone or in person.

1.4 Nothing in these terms affects your statutory rights as a consumer.

2. Booking fees

2.1 A booking fee is payable at the time of booking. This is normally £50, but varies with the type and length of appointment. The amount applicable to your booking is shown before you confirm it.

2.2 Booking fees secure your appointment slot and your practitioner's time. They apply to consultations as well as treatments.

2.3 Your booking fee is deducted from the cost of your treatment on the day.

2.4 Where you cancel or reschedule with at least 48 hours' notice, your booking fee is carried over to your rearranged appointment, subject to clause 3.

2.5 Where a refund of a booking fee is due, it will be returned to the original payment method within 14 days.

3. Cancellation and rescheduling

3.1 We require at least 48 hours' notice to cancel or reschedule an appointment. This allows us to offer the slot to another patient.

3.2 If you give us 48 hours' notice or more, your booking fee is carried over at no charge.

3.3 If you give us less than 48 hours' notice, your booking fee is forfeited and a new booking fee is payable to rebook.

3.4 You may reschedule an appointment twice without losing your booking fee, provided each rescheduling is with at least 48 hours' notice. A third rescheduling requires a new booking fee.

3.5 Where a booking is made less than 48 hours before the appointment, the notice period cannot apply. Cancellation of a same-day or short-notice booking will result in loss of the booking fee.

3.6 If you are unwell, please tell us as early as you can. We would far rather move your appointment than have you attend when you should not.

3.7 If we need to cancel or move your appointment, we will contact you using the details you have given us and offer an alternative. If no alternative is suitable, we will refund your booking fee in full.

4. Non-attendance and lateness

4.1 Failure to attend without notice is recorded as a non-attendance.

4.2 Arriving more than 10 minutes after your scheduled start time means we will usually be unable to treat you, because appointments are booked back to back. If this happens, your booking fee is forfeited and a new booking fee is payable to rebook.

4.3 If you are running late, please call us on 0800 772 0137 as soon as you can. We will always try to accommodate you, but this is often not possible.

4.4 Where you fail to attend without notice, or arrive too late to be treated, we may charge 50% of the cost of the booked treatment. This reflects the cost to us of a practitioner's time and a treatment slot that cannot be filled at short notice, and any product prepared or reserved for you. This charge is in addition to loss of the booking fee.

4.5 Following a second non-attendance, we may require full payment in advance for any future booking, and we reserve the right to decline further bookings.

4.6 Where an appointment forms part of a pre-paid course, non-attendance without 48 hours' notice will result in a £50charge, payable before or at your next appointment. That session is not repeated free of charge.

5. Consultations

5.1 All consultations at Sebastian Rose are carried out face to face, in clinic. We do not offer remote or telephone consultations.

5.2 A consultation does not commit you to any treatment, and there is no obligation to book.

5.3 Where you attend a consultation and either are found unsuitable for treatment or decide not to proceed, a charge of £10 applies, deducted from your booking fee. Where you do go on to book treatment, the full consultation fee is deducted from the cost of that treatment.

5.4 We may recommend a different treatment from the one you enquired about, or recommend no treatment at all. Where we do not believe a treatment will achieve what you want, we will tell you.

6. Prescription-only medicines

6.1 Several of our treatments involve prescription-only medicines, including anti-wrinkle injections, hyaluronidase (used to dissolve dermal filler), vitamin B12 and weight management medication.

6.2 These can only be prescribed following a face-to-face consultation in clinic with the prescriber, completed at least 48 hours before your treatment appointment. We do not prescribe or treat on the same day as a first consultation.

6.3 Your medical history form must also be completed and received at least 48 hours before treatment.

6.4 If you book a treatment involving a prescription-only medicine without having had a consultation at least 48 hours beforehand, we will not be able to treat you on the day, your booking fee will be forfeited, and a new booking fee will be required.

6.5 A prescription is never a formality. Completing a consultation and a medical history does not entitle you to a prescription. Your prescriber may decline to prescribe, or may prescribe something different, based on clinical judgement.

6.6 Where a prescription is declined on clinical grounds, no treatment fee is payable, but the consultation charge in clause 5.3 applies.

7. Suitability and our right to refuse treatment

7.1 Our practitioners will only carry out a treatment they consider clinically appropriate and safe for you as an individual.

7.2 We reserve the right to decline or discontinue any treatment where, in our clinical judgement, it would not be safe or appropriate, where your expectations could not realistically be met, or where a lesion or condition requires assessment by a doctor first. This decision is final.

7.3 Where we decline to treat on clinical grounds at the point of assessment, you will not be charged for the treatment. The consultation charge in clause 5.3 may apply.

7.4 Where you have travelled some distance, we understand this may be disappointing. Our duty is to your safety.

8. Age policy

8.1 We do not provide any treatment to anyone under the age of 18. This applies without exception, and regardless of parental consent.

8.2 We may ask for photographic identification. Where age cannot be verified to our satisfaction, we will decline treatment and the booking fee will be forfeited.

9. Courses of treatment

9.1 Courses must be paid for in full at the time of booking unless we have agreed otherwise in writing.

9.2 Unless a shorter period is specified below or at the point of purchase, all sessions in a course must be completed within 12 months of the first session. Sessions not used within that period are forfeited and cannot be carried forward or refunded.

9.3 Certain courses have shorter completion windows for clinical reasons, and these will be confirmed to you at the point of booking. Where a course has a specified interval between sessions, completing it outside that interval may reduce or negate the result, and no refund or repeat session is available on that basis.

9.4 Courses are personal to you and cannot be transferred to another person.

9.5 Where you decide not to complete a course, the balance is not refundable. This is because courses are sold at a discount to the individual session price on the basis that the full course is purchased.

9.6 Clause 4.6 applies to non-attendance at any session forming part of a course.

10. Packages and wedding packages

10.1 Packages are personal to you and no element is transferable.

10.2 All elements of a package must be used within 12 months of purchase, or within the timeframe specified for that package. Unused elements are forfeited.

10.3 Where you choose not to use part of a package, no refund or partial refund is given for the unused elements.

10.4 Wedding packages must be paid for in full in advance. Where a wedding is cancelled or postponed, we will use reasonable efforts to extend or rearrange the package timeframe, at our discretion.

11. Gift cards

11.1 Gift cards may be redeemed against any treatment or service, but not against take-home skincare or retail products.

11.2 Gift cards are valid for 12 months from the date of issue and cannot be extended.

11.3 Gift cards may be used towards a treatment costing more than their face value on payment of the difference. Where the treatment costs less, the remaining balance stays on the card; no cash or credit is given for the difference.

11.4 Gift cards cannot be exchanged for cash, and are non-transferable.

11.5 Gift cards must be produced at the appointment. Where a valid gift card is not produced, payment must be made by another method.

11.6 We are not liable for lost or stolen gift cards, and we reserve the right to decline any gift card that appears to have been altered, duplicated or fraudulently obtained.

11.7 The holder of a gift card is subject to the same suitability assessment as any other patient. A gift card does not entitle the holder to a treatment we do not consider appropriate for them.

12. Discount codes and offers

12.1 Discount codes are valid only for the specified product, treatment or service, are single use, and are not transferable.

12.2 Discount codes and promotional offers cannot be combined with any other offer unless expressly stated.

13. Modelling opportunities

13.1 We offer two types of modelling opportunity: treatment by our clinicians at a reduced rate, and treatment by delegates during courses run by Sebastian Rose Training Academy. All Training Academy delegates are registered medical professionals.

13.2 All models undergo a full consultation and suitability assessment before treatment. Where you are found unsuitable, you will receive a full refund.

13.3 Modelling bookings must be paid in full in advance. We do not accept deposits for modelling.

13.4 The 48-hour cancellation policy does not apply to modelling bookings. Any cancellation by you, for any reason and with any amount of notice, will result in the loss of all monies paid. This is because a replacement model cannot usually be found and a training session cannot proceed without one.

13.5 Where we cancel, or are unable to provide the treatment, you will receive a full refund.

13.6 Participation in a modelling opportunity requires your agreement to before and after photographs being taken and used by us across our website, social media and marketing. This is a condition of the reduced rate.

14. Products purchased online or in clinic

14.1 Non-prescription products purchased online may be returned within 14 days of delivery in accordance with your statutory cancellation rights, provided they are unused, unopened and with any seals intact.

14.2 For hygiene and safety reasons, we cannot accept returns of products where any seal has been broken or the product has been used, unless the product is faulty.

14.3 Where a product is faulty, incorrectly supplied or damaged in transit, please contact us within 14 days and we will replace it or refund you.

14.4 Delivery timescales given at checkout are estimates. Where an item is out of stock we will contact you.

14.5 Skincare results vary between individuals. A product not producing the result you hoped for is not a fault.

15. Prescription products purchased online

15.1 Certain skincare products we supply, including parts of the Obagi range, are prescription-only medicines. These cannot be supplied without a prescription issued by our Independent Nurse Prescriber.

15.2 Where you order a prescription product, you will be asked to complete a medical assessment. Completing the assessment does not entitle you to a prescription. Our prescriber will review it and may decline to prescribe, or prescribe a different product, based on clinical judgement.

15.3 Where a prescription is declined, no charge is made for the product and any payment taken is refunded in full.

15.4 You confirm that the information you provide in the medical assessment is complete and accurate, and that you will tell us if anything changes before your order is dispatched.

15.5 Prescription products are prescribed for you personally. You must not share them with anyone else, use them other than as directed, or continue using them after any adverse reaction without contacting us.

15.6 Prescription products must not be used in pregnancy or while breastfeeding unless we have specifically advised otherwise.

15.7 Daily sun protection is required with several prescription skincare products. Failure to use it may cause pigmentation problems and will affect your result.

15.8 Returns. For reasons of patient safety and medicines regulation, prescription-only medicines cannot be returned or exchanged once dispatched, and the statutory 14-day cancellation right does not apply to them. This is because we cannot verify how a medicine has been stored or handled once it has left our control, and it cannot be re-supplied to another patient. This does not affect your rights where a product is faulty, damaged in transit or incorrectly supplied.

15.9 Where you experience a reaction to a prescription product, stop using it and contact us on 0800 772 0137.

15.10 By placing an order for a prescription product, you confirm you have read and accepted this section.

16. Payment and finance

16.1 Payment is due in full on the day of treatment unless a course, package or finance arrangement has been agreed.

16.2 We accept card payments and the payment methods shown at the point of booking or checkout.

16.3 Where a third-party finance provider is used, the credit agreement is between you and that provider. We are the merchant only and are not party to that agreement. Their terms, and any interest, fees or collection procedures, are a matter between you and them. Please read their terms before applying.

16.4 Where a treatment has been paid for in advance through a finance provider and you do not attend or cancel late, the cancellation terms in these conditions apply in the same way as any other booking.

17. Children in the clinic

17.1 Children are welcome in reception but must be supervised at all times by a responsible adult who is not the person being treated.

17.2 Children are not permitted in treatment rooms.

17.3 Where a child attends without separate supervision, we may be unable to carry out your treatment, and the cancellation terms will apply.

18. Alcohol and recreational drugs

18.1 Where we believe you to be under the influence of alcohol or recreational drugs, we will decline treatment. Your booking fee will be forfeited.

18.2 This is a safety decision. Intoxication affects your ability to give informed consent, increases bleeding and bruising, and impairs your judgement about what you are agreeing to.

19. Behaviour in the clinic

19.1 We operate a zero tolerance policy on abuse of any kind, including verbal abuse, threatening behaviour, physical aggression and damage to property.

19.2 Where this policy is breached we will end the appointment immediately, no refund will be given, and we will decline any future booking. Where appropriate we will contact the police.

19.3 This policy protects our staff, our other patients and the public.

20. Information you give us

20.1 We do not have access to your NHS records. Everything we know about your health comes from what you tell us.

20.2 You must give complete and accurate information about your medical history, medications, allergies, previous treatments and any products previously injected, and must tell us if anything changes before treatment.

20.3 Where you withhold or misstate information, and harm results that would not have occurred had we known, we are not liable for that harm.

20.4 You must follow the aftercare given to you. Where you do not, and the result is affected, we are not liable for that outcome and no refund or corrective treatment is provided free of charge.

21. Photography and images

21.1 We take clinical photographs as part of your medical record. This is standard practice and forms part of assessing and documenting your treatment.

21.2 Use of your images for marketing is entirely separate and entirely optional. We will ask for this separately, you may decline without it affecting your treatment in any way, and you may withdraw your consent at any time by contacting us.

21.3 Where you withdraw consent, we will remove the images from our website and social media. We cannot recover images that have already been shared, downloaded or reposted by others.

21.4 Clause 13.6 sets out the different position for modelling opportunities.

22. Your personal data

22.1 We process your personal data in accordance with UK GDPR and the Data Protection Act 2018. Health information is special category data and is processed for the purposes of providing healthcare under Article 9(2)(h).

22.2 Clinical records are retained for the period required by professional guidance and are held securely with restricted access.

22.3 We do not sell your data or share it for marketing purposes.

22.4 You may request a copy of the information we hold, ask for corrections, or raise a concern with the Information Commissioner's Office.

22.5 Our full privacy notice is available on our website.

23. Complaints

23.1 If you are unhappy with any aspect of your care, please tell us. Contact us on 0800 772 0137 or info@sebastianrose.co.uk.

23.2 Where a matter cannot be resolved immediately, we will acknowledge it in writing within three working days and confirm that an investigation is underway.

23.3 Complaints relating to treatment are handled by the treating practitioner in the first instance. Where you would prefer, we will try to arrange review by another clinician, though this cannot be guaranteed.

23.4 Where you remain dissatisfied, you may escalate to the relevant professional regulator.

24. Liability

24.1 Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability which cannot lawfully be excluded or limited. Nothing in these terms affects your statutory rights.

24.2 Subject to clause 24.1, we are not liable for loss or damage arising from:

information you gave us that was inaccurate, incomplete or not kept up to date;
failure to follow the aftercare given to you;
failure to use sun protection where advised;
use of a product other than as prescribed or directed, or by a person other than the patient it was prescribed for;
continued use of a product after a reaction, where you did not contact us;
combining our treatments or products with other treatments, actives or medications without telling us;
treatment carried out elsewhere, before or after ours.

24.3 Individual results vary. We do not guarantee any particular outcome. Where a treatment has been carried out competently and as agreed, a result that does not meet your hopes is not a fault in the service.

24.4 Where a treatment has not been carried out with reasonable care and skill, your statutory rights under the Consumer Rights Act 2015 apply, and we will discuss repeat performance or an appropriate reduction with you.

25. Changes to these terms

25.1 We may update these terms from time to time. The version in force on the date of your booking or order applies to that booking or order.

25.2 The current version and date appear at the top of this document. Superseded versions are retained and available on request.

26. Governing law

26.1 These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction.

Sebastian Rose Medical Aesthetics 39 Charles Street, Cardiff, CF10 2GB 0800 772 0137 · info@sebastianrose.co.uk

27.1 Price Match Promise

Where you find the same treatment at a lower price at another clinic, we will match that price, provided all of the conditions in this section are met. This promise applies to treatments carried out in clinic. It does not apply to products.

27.2 A treatment qualifies as the same treatment only where it matches ours in all of the following respects:

27.2.1 the same product, by manufacturer and by product name;
27.2.2 the same quantity — measured in millilitres for dermal filler, skin boosters, biostimulators and polynucleotides, or the same treatment areas and the same number of units for anti-wrinkle injections;
27.2.3 the same number of sessions, where the treatment is sold as a course;
27.2.4 carried out by a practitioner holding at least the same professional registration and prescribing status as the practitioner who would treat you here — that is, a doctor, dentist, pharmacist or nurse holding current registration with the GMC, GDC, GPhC or NMC, and holding independent prescribing rights where the treatment involves a prescription-only medicine;
27.2.5 carried out by a practitioner holding at least equivalent qualification and training in aesthetic medicine, including a Level 7 qualification or recognised equivalent, and current membership of a recognised aesthetic complications group;
27.2.6 carried out by a practitioner who has performed at least as many of that treatment as the practitioner who would treat you here.

27.3 The other clinic must operate from registered premises within [20] miles of our clinic at 39 Charles Street, Cardiff, CF10 2GB.

27.4 You must tell us before you book, and you must provide evidence with your claim. It is for you to evidence each of the conditions in 27.2, not for us to investigate them. We will accept:

27.4.1 the other clinic's own published price for the treatment, shown on their website, price list or written quotation, dated within the previous [30] days;
27.4.2 the name and professional registration number of the practitioner who would carry out the treatment there, so that registration and prescribing status can be checked on the relevant public register;
27.4.3 the other clinic's own published statement of that practitioner's qualifications, complications group membership and experience in the treatment.

27.5 The price must be currently available to book by any member of the public at the time you claim. We cannot match a price that has expired, is fully booked, is held open only for existing patients, or that we are unable to verify.

27.6 We do not match:

27.6.1 introductory, new patient, first treatment, referral or loyalty pricing;
27.6.2 time-limited offers, flash sales, seasonal promotions and closing-down pricing;
27.6.3 group-buying, voucher, cashback or deal-site pricing, including Groupon and Wowcher;
27.6.4 model, training, student, trainee or case-study rates;
27.6.5 staff, friends and family, competition and charity pricing;
27.6.6 packages, courses, memberships, subscriptions, bundles and gift cards;
27.6.7 skincare and other retail products, whether bought online or in clinic;
27.6.8 prices from a provider using products that are not licensed for use in the United Kingdom, or not sourced through the regulated UK supply chain;
27.6.9 prices from a provider whose treatment we consider, on reasonable clinical grounds, would not be delivered to an equivalent standard of safety.

27.7 The price match cannot be combined with any other discount, code, offer or promotion, in line with clause 12.2.

27.8 One price match claim may be made per treatment, per booking. A matched price is held for [30] days from the date we confirm it in writing, and applies to that booking only.

27.9 We decide whether the conditions in this section have been met, acting reasonably. Where we are unable to match a price, we will tell you why in writing.

27.10 We may change or withdraw this promise at any time. Where we have already confirmed a match to you in writing, we will honour it.

27.11 Nothing in this section requires us to carry out a treatment that we do not consider clinically appropriate for you, or to depart from clause 7.

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