Booking Terms

Set out below are the terms on which Stockley Clinic Ltd provides services to its patients, please ensure you have read and fully understand these terms prior to booking your appointment with Stockley Clinic. 

 

Appointments:      

Appointments can be made online or by calling 01628 769 734. 

Your appointment will be confirmed by email/text and an appointment reminder email is sent 72 hours (as well as an SMS 48 hours before) before your appointment. 

Although it will always be a priority, Stockley Clinic cannot guarantee that all treatments are performed by the same practitioner. 

Stockley Clinic aims to run the clinic efficiently with appointments on time, there may be occasions when the clinic is running behind schedule. Your practitioner will ensure that you are seen as soon as possible in this instance.  

 

Card Details:

Your card details will be required for all bookings. Your details are held securely and protected by Stripe, one of the world’s largest payment providers. Card details are not visible or accessible to us.
 

Cancellation, failing to attend or rescheduling:

The cancellation policy is in place as a courtesy to both our clinicians and other patients. Giving notice will enable us to reschedule your treatment to a more convenient time and also allows us to free up time for other patients waiting to book their appointment. We understand things may happen and sometimes appointments have to be cancelled or rescheduled, therefore we require at least 48 hours’ notice to cancel or reschedule your appointment.  

Cancellations within 48 hours and appointment “no shows” will result in a £50 charge to your card for consultations, reviews and other non-prescribed treatments, £100 will be charged for prescribed treatments.  

Late arrival resulting in your treatment being cancelled or re-booked will also result in the £50 late cancellation charge.  

In these circumstances, you agree to us charging this sum to your card. If there are no funds available on your card, you agree to us trying to charge again on a daily basis without notice until the payment has been made. No further treatments or purchases can be made until outstanding charges have been paid. In the case of appointments that form part of a course of treatment, one treatment will be deducted from the remaining number of treatments.
  

Feeling under the weather: 

Please do not attend your appointment if you are unwell; many treatments are contraindicated, for example if you have been started on a short course of antibiotics or steroids or you have a cold, fever, cold sore, infection including local skin infections. If in doubt, please contact us. 
 

Clinic appointment changes:

Appointments may occasionally have to be rescheduled by the clinic at short notice should any emergencies or equipment failures occur. We aim to be as flexible as possible when booking appointments. In the highly unlikely instance that we do need to alter appointments, Stockley Clinic will not be liable for consequential loss due to the necessity for patients to alter their arrangements.  

 

Late Arrivals:

If you are running late for your appointment, you must notify the clinic as soon as possible (if safe to do so) on 01628 769 734. In such circumstances Stockley clinic cannot guarantee that your treatment will be performed on that day and reserves the right to alter the order of appointments for the remaining clinic session, thereby possibly delaying your appointment, or alternatively reschedule your appointment to another date and time. Late arrivals may not receive complete treatment, we will always do their best to provide full treatment but cannot keep other patients waiting. Lateness of 15 minutes or more will require rescheduling your appointment to another day and the late cancellation fee will be charged.  

 

Consultations:

At Stockley Clinic we want you to get the most out of your treatment and achieve the best results. To fully assess your suitability and devise an appropriate treatment plan all new patients and those patients starting a new treatment journey are required to have a consultation. This will take place on a different day to treatment to allow a cooling off period for you to absorb all the information provided, ask any further questions and decide whether you would like to go ahead. The consultation is usually around 1 hour.  

 

Refusal of treatment:

Stockley Clinic has the right to refuse you treatment without reservation. If you do not advise us of any medical conditions or changes during your consultation or prior to treatment that may hinder you from having the treatment, we reserve the right to refuse treatment to you and charge you fully for the cancellation. This may be the booking fee or the full cost of treatment. We will always assess whether a treatment is suitable for you or likely to be successful prior to any treatment. If we deem the treatment unsuitable for you, we will inform you as to the reasons why either face-to-face or via email/post.   

 

Treatments requiring prescriptions:

Some treatments we provide require prescriptions. Prescriptions can only be used for the named patient who they were prescribed for, therefore the booking fee for these appointments cannot be refunded if you cancel your appointment after the prescription has been dispensed by the pharmacy to Stockley Clinic, A cooling off period following consultation is given to allow you time to ensure you are making the right decision.
  

Comfort and Safety:

Stockley Clinic operates a strict no smoking policy within the building. 

Noise levels should be kept to a minimum. 

Mobile phones must be switched off or put on silent whilst in the clinic. 

  

Under 18’s, plus ones and dogs:

Any patient who is having a treatment and brings a child under 18 years old with them must also be accompanied by another adult to chaperone whilst the patient is having their treatment. Children will be unable to accompany you into the treatment room.  

If you require a chaperone to accompany you to your appointment, please let us know in advance. Dogs or any other animals are strictly not allowed into the clinic due to health and safety. 

 

Consultation Forms and Medical Questionnaires:

All our treatments require us to hold information regarding our patients’ personal details including medical information. This information remains confidential under our NMC code of conduct and is stored as per the ICO guidelines. No information will ever be sold to third parties or divulged externally. As part of your treatment you will be required to complete a medical questionnaire and report any changes at future appointments, we will ask many questions about your medical history and current medical status including some lifestyle questions. It is your responsibility to disclose all information required and Stockley Clinic will not be held responsible for any undisclosed information.  

 

Payment terms:

All treatments must be paid for in advance or at the time of treatment. Accepted payment methods include debit or credit card payment or cash. (Cheques are not accepted).   

 

Treatment Courses:

All packages are to be paid for in full before treatment commences. All packages and treatments are non-refundable and non-transferable. Expired treatment courses cannot be credited or refunded. 

  

Aftercare:

On acceptance of the treatment in conjunction with signing your consent form and reading these terms and conditions, you as the patient are committing to agree to follow the aftercare instructions for the treatment you are having. These after care instructions will be explained to you at the time of your appointment and a copy will be sent via email after your appointment has ended.  

 

Patient Satisfaction and your right to complain:

Stockley Clinic endeavor to treat all patients compassionately and fairly. We aim to exceed all patient expectations and provide a first-class service and enjoyable experience however we recognise things do not always go to plan. We welcome and appreciate all feedback whether positive or negative as this allows us to improve our service for you. If you need to discuss a concern regarding a treatment at Stockley Clinic you are advised to notify us immediately in person, telephone or in writing and you will be invited to attend a review appointment. If you require assistance Stockley Clinic will be pleased to help and support, you through this process. A copy of our complaints policy is available on request.  

 

Treatment Refunds:

Stockley Clinic aim to provide an excellent service, factual, honest and ethical advice, safe expert treatment in experienced hands and using the best products, however we cannot guarantee results and cannot offer refunds if the results achieved fail to meet your expectations. Due to the nature of medical aesthetic treatments results may vary from person to person. Factors such as lifestyle, medical history and age can affect your results and the longevity of results.  

Stockley 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. 

Fees charged for treatments include the delivery of a treatment and the accompanying service, which includes consultation and assessment, provision of information and advice, safe treatment with evidence-based products, follow up appointments and aftercare advice and support as appropriate. 

 

Product refunds:

Unfortunately, we are unable to refund any opened products. We can swap or refund any unopened products that still have their seal in-tact and are returned to us in a saleable condition within 30 days of purchase.  

 

Promotions and Pricing 

Promotional offers are not to be used in conjunction with any other offers unless specifically stated. 

All treatments, products and offers are subject to availability. 

Prices can change at any time without notice. 

In the event of pricing errors, Stockley Clinic reserves the right not to proceed with the sale.  

 

How to contact us: 

Should you have any complaints or concern regarding our clinic terms and conditions please don’t hesitate to contact us on info@stockleyclinic.com