Terms and Conditions as of 1 July 2021

Set out below are the terms on which Katie Tooley Skin provides service to its clients post the COVID-19 lockdown period. These additions and amendments to our normal business terms and conditions have been implemented to ensure that we provide the safest environment during the COVID- 19 pandemic.

Please ensure that you have read and fully understood them prior to booking any treatment.

1. Deposit and Cancellation Policy

Booking a consultation:-We take a fully refundable deposit of £25/£50 for all our consultations including those that are free of charge. Should you need to cancel or reschedule we kindly ask that you call us 48 hours before your appointment. Failure to give the full notice will result in the deposit being taken by the clinic. This allows us to manage our diaries and offer the appointment time to another patient. Your deposit can be refunded in clinic or used against treatment or product.

Booking Single treatments or chargeable consultations:-We take a fully refundable deposit of £25/£50 for all our consultations or when booking in single treatments, this is refunded should you need to cancel, or when you attend the deposit will be deducted from your consultation or treatment cost. Failure to give the full notice will result in the deposit being taken by the clinic. This allows us to manage our diaries and offer the appointment time to another patient

COVID-19 update

We will continue to operate our 48-hour cancellation policy, however, if you are exhibiting any COVID-19 symptoms, we ask that you contact us as soon as possible to re-arrange your appointment.

2. Appointments and cancellations

• If you are unable to attend your appointment, please contact us immediately. We will need to know that you wish to cancel 48 hours before your appointment is due. Failure to cancel or rearrange at least 48 hours before your appointment will result in the loss of the treatment or deposit being redeemed.
• Prior to your appointment we will inform you of any preparation required in advance of your treatment. Failure to follow the guide lines may result in cancellation of your appointment, reduced treatment time, or additional fees being charged.

Appointments (COVID-19)

• To allow for social distancing all clients are asked to arrive only 5 minutes prior to your appointment.
• We reserve the right to cancel or postpone a consultation or treatment, if you present with what appears to be COVID 19 symptoms.
• The practice will operate a controlled entry system to manage the number of people entering. We will also need to limit the numbers in our waiting rooms. If the practice reaches the maximum capacity to allow social distancing, you may be asked to wait in your car until your practitioner is ready.
• Late arrival may result in reduced treatment time or forfeiting of the appointment. Katie Tooley Skin will endeavour to ensure that your appointment runs to time; however, should we need to cancel or postpone your appointment at short notice, we will make every effort to contact you in advance.
• To reduce the contact time with your practitioner we ask that you are prepared for your treatment.
• You will be asked to comply with current guidelines which includes wearing a mask (which will be provided on arrival), having your temperature taken and sanitising your hands on arrival.
• To allow for social distancing we request that you attend the clinic on your own. If you require another adult to be present, this must be agreed in advance.

3. Credit card details, deposits and payments

• To secure an appointment with Katie Tooley Skin a deposit is required.
• Deposits can be used towards payment for treatment or left on your account for future treatments. Should deposits remain unclaimed by the client following twelve months of inactivity Katie Tooley Skin reserves the right to withhold the deposit.
• We ask that you make payment via card or contactless payment to avoid the handling of cash.

4. Courses of treatments

• All treatments purchased as a course must be paid for in full in advance of the first treatment. All treatment courses must be taken within 12 months of the date of purchase; any treatments left untaken after 12 months will be forfeited.
• All pre-paid treatment packages impacted by COVID-19 will be extended by the period of time impacted.

5. 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, where applicable.
• It is the client’s responsibility to ensure that he or she provides Katie Tooley Skin with all the relevant medical details prior to each treatment. If you or a member of your household has symptoms of COVID-19 and/or tested positive for COVID-19 you must not attend the clinic.
• If a member of your household develops COVID-19 symptoms or tests positive 14 days post your appointment, you must follow the government guidelines and let us know.
• If you are deemed by the government to be on the at-risk group during COVID-19, you should not attend the clinic until the government guidance advises you to do so.

6. Liability

• Katie Tooley Skin 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 client.
• Clients will be required to read and sign the risk consent form prior to treatment. We are unable to provide any treatment without your written consent.
• It is the client’s responsibility to ensure that he or she provide Katie Tooley Skin with all relevant medical details prior to each treatment. Katie Tooley Skin will not be liable for any damage that occurs as a result of the client’s failure to disclose such details.
• The client agrees to comply with all instructions and/or recommendations given to them by, or on behalf of, Katie Tooley Skin regarding the care of a treated area. Nothing in these terms shall exclude or limit Katie Tooley Skin liability for death or any personal injury resulting from Katie Tooley Skin's negligence.

7. Your right to complain

• Katie Tooley Skin 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 Katie Tooley Skin you are entitled to lodge a complaint, either in person, by telephone or in writing. If you require assistance with making your complaint, Katie Tooley Skin will be pleased to help and support you through the process.
• Where this cannot be resolved immediately, you will receive a letter 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.

If your complaint is treatment related the matter will be discussed with the relevant practitioner. The objective of this is to provide an explanation or a solution to your concerns. Katie Tooley Skin aims to furnish you with a full written response within 20 working days or where this is not possible, an explanation as to the cause of the delay.

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