The Leeds Clinic & The Leeds Skin Clinic Terms & Conditions
1. Deposit and Cancellation Policy
1.1 Booking a consultation: For all GP and skin consultations we take payment on booking. Should you need to cancel or reschedule your appointment, we ask that you give us at least 48 hours notice. Failure to give a minimum of 48 hours notice will result in the full payment being retained. Our services are in high demand. This allows us to manage our healthcare practitioner diaries and offer the appointment time to another patient. If you cancel or reschedule your appointment more than 48 hours ahead of the scheduled appointment, your payment will be used as a credit towards the cost of any treatment or product. All treatments and consultations are booked for a specific date and time. By confirming your booking, you agree that our services are provided on a scheduled date and therefore are not subject to the standard 14-day cooling-off period under the Consumer Contracts Regulations 2013.
1.2. Refund policy- Credit only: We want you to feel confident when booking with us. Whilst we don’t offer cash refunds, if you no longer want to go ahead with your treatment, we are happy to issue you a credit note for the full amount paid. This credit can be used towards any future booking or purchase and will remain valid for 24 months. We would only be able to offer a refund in the event of a medical condition which requires a doctors letter to confirm, please note pregnancy is not included and we will simply hold the credit until when the Patient is able to continue.
1.3. Should you need to cancel or reschedule we kindly ask that you contact us a minimum of 48 hours notice before your appointment. Failure to give a minimum of 48 hours notice will result in the value of one treatment being redeemed by the clinic, with no refund being available.
1.4. Prices may vary per treatment and by clinic. Please refer to the price list on the website or contact the clinic for a price list.
2. Appointments and cancellations
2.1 All Doctors, Nurses, Practitioners and Therapists at The Leeds Skin Clinic are trained and approved in accordance with the company’s treatment protocols. The Leeds Skin Clinic does not guarantee continued treatment with a named nurse or therapist.
2.2 If you are unable to attend your appointment, please contact us immediately on 0113 2401234 or send us an email to reception@leeds-clinic.co.uk with the subject header marked as urgent. Any appointment that you require to reschedule or cancel is subject to the Deposit and Cancellation Policy set out at clause 1.
2.3 Prior to your appointment, we will inform you of any preparation required in advance of your treatment. Failure to follow the advice or guidelines may result in reduced treatment time or cancellation of your appointment. If your appointment requires to be cancelled due to your failure to follow advice and guidelines, the cost of the scheduled treatment that required or be cancelled will be redeemed. In some circumstances, additional charges will apply, should additional clinical steps in the management plan be advised.
3. Appointments Arrival Protocol
3.1 Please arrive 10 minutes prior to their appointment time so that any consultation forms can be filled out. Late arrival may result in a reduced appointment time. The full cost of the treatment will still be redeemed.
3.2 If you are unwell when you attend for your appointment, we reserve the right to cancel or postpone your treatment.
3.3 If you have booked a face treatment, all make-up must be removed prior to attending your appointment.
3.4 If you have booked a laser hair removal or laser tattoo removal treatment, the area to be treated must be shaved, or all hair removed, prior to attending for treatment.
4. Courses of treatments
4.1 All treatments purchased as a course must be paid in full in advance of the first treatment. All treatment courses (*except tattoo removal and Botox) must be performed within 12 months of the date of purchase; any treatments not performed within 12 months will be forfeited, unless pregnant or a valid medical condition with no refund available.
4.2 Tattoo removal treatments courses must be performed within 24 months of the date of purchase; any treatments not performed after 24 months will be forfeited, with no refund available.
4.4 If you become medically unfit to continue the course, written medical evidence may be required to assess eligibility for an account credit
5. Treatment suitability
5.1 Our Doctors, Nurses, Practitioners and Therapists at The Leeds Skin Clinic will always assess whether treatment is suitable for you, or likely to be successful, prior to any treatment being carried out. In the event that you are found to be unsuitable for a treatment, you will only be liable for the cost of the initial consultation. If you commence a course of treatment and become unsuitable for that treatment, a refund will be processed in line with clause 4.4
6. Liability
6.1 The Leeds Clinic & The Leeds Skin Clinic will not be liable in contract, tort or otherwise for any economic loss (including, without limitation, loss of profit), or for any other special, indirect or consequential loss or damage arising out of, or in connection with, its provision of any goods and/or services to the patient, including if an appointment or treatment requires to be cancelled or postponed.
6.2 Patients will be required to read and sign an applicable consent form prior to treatment. We are unable to provide any treatment without your written consent.
6.3 It is the patient’s responsibility to ensure that they provide The Leeds Clinic & The Leeds Skin Clinic with all relevant medical details prior to each treatment.
6.4 You must comply with all instructions and/or recommendations given to you.
7. Your right to complain
7.1 At The Leeds Clinic & The Leeds Skin Clinic, we strive to provide our patients with the best service possible, and your feedback allows us to address any concerns that you may have and improve our service. If you are unhappy with any part of our service, please let us know.
7.2 You can speak with a member of staff involved in your care. If you do this, we can try to resolve your complaint there and then. If you do not want to speak to the staff involved in your care, you can ask to speak to the Practice Manager. Alternatively, you can write to the Practice Manager on kay@leeds-clinic.co.uk.
7.3 If you agree to someone making the complaint on your behalf, it is important that you know that we will need to ask for your permission for us to deal with that person.
7.4 If you would like advice on making a complaint, you can contact your local Citizens Advice Bureau.
7.5 If you have spoken with a staff member involved in your care or the Practice Manager, it is possible that they will be able to resolve your complaint straight away. However, they may require to make enquiries before they can respond to your complaint and if that is the case they will keep you updated on this.
7.6 We will investigate your complaint and will aim to reply to you within 20 working days. We may contact you for more information or to discuss your complaint during this time.
7.7 In some cases, we may need more time to investigate your complaint and reply to you. If that is the case, we will let you know and provide a timeframe within which you can expect to receive a response from us.
7.8 This is a summary of the complaints procedure. A full version is available upon request.
