Treatment terms & conditions

Set out below are the terms on which London Skin Wellness House provides service to its clients. Please ensure that you have read and fully understood them prior to booking any treatment.

Health & safety

A very warm welcome to all of you!!!

We understand your concerns, so we have outdone ourselves in preparing our business for you! The safety of our staff and our clients is essential to us, so we have:

Our clinic

We have undertaken a thorough review of our clinic and the services we offer
We have rearranged our waiting, reception and treatment areas to adhere to social distancing guidelines
All surfaces throughout the clinic will be cleaned regularly and wiped with the appropriate cleaning product between each treatment
All items of equipment will be cleaned before and after use every treatment
One-use disposable items will be used where necessary (sustainable alternatives kept where possible)
We will ensure adequate ventilation throughout the clinic with doors and windows open where possible

Our team

We have conducted training to ensure all team members care for our clients in a safe, hygienic and professional manner
Staff have been trained to adapt each treatment to uphold best practice, including hygiene and safety
We have agreed social distancing for our team in communal staff areas
Staff are briefed to uphold safe standards while dealing with responsibilities at reception

Our treatments

We have reviewed our treatment menu and removed treatments where we felt it necessary to do so
Our therapies will wear gloves, masks and other personal protective equipment (PPE) during treatments where required. We will also ask all clients to wash your hands when you arrive to the clinic to prevent the spread of germs and viruses.

Guest arrival & reception

We will greet you warmly but without a handshake or personal contact
We will stagger client arrival times to minimise close contact
We will clean the reception area regularly
Where possible we will escort you straight to the treatment area/room to avoid congestion in waiting areas
Waiting areas will be arranged to adhere to social distancing
Point of Sale (POS) will be disinfected after each use.

We ask you, our clients

To make your treatment booking on the phone call or email us (we will reply to you in our earliest possibilities)
To arrive at the time agreed, to maximise social distancing
To wash your hands and/or use hand sanitiser as directed by our team and before and after each treatment
People with high blood pressure, over 65 years old or with diabetes are encouraged to set appointments during off-peak hours before 4pm Monday to Friday
To contact us and re-arrange your appointment, if you have a temperature, or are feeling unwell or if any person in your household has the same

We are happy to discuss any of your individual concerns, please feel free to ask us at any time about all that we do to provide for your safety.

Refund policy

Please note that we do not offer refunds on any treatments, products, deposits, instalments, or full payments.
If you are unable to continue a treatment or course of treatments for medical reasons, please provide a valid doctor’s note.
We will be happy to hold your credit on your account, which can be used towards other suitable treatments.
Please note that this credit is non-transferable and cannot be used by another person.
We do not exchange products.

Cancellation policy

A session will be redeemed or a charge will be applicable for candidates who do not provide 48 hours’ notice. Depending on whether you are on a course of treatments or purchasing a single session:

If you give 48 hours’ notice no penalty or loss of session will be incurred

If you cancel less than 48 hours or do not show up for your booked appointment, then unfortunately you will lose that session, as our system will automatically redeem it. Or you can pay a fee of £25 (per 15 mins according to your appointment booking length) to avoid losing the session.

Special conditions

Please notify us before booking your treatments if you have high blood pressure, special physical concerns, diabetes, are pregnant etc.

Payment policy

Correct payment must be received before treatments start at each booked appointment. This is generally in full or can be via our payment plan option. Installments must be paid at correct intervals if agreed by the clinic.

Aesthetic practitioners

While we will make every effort to meet your request, we cannot guarantee a specific practitioner. All practitioners are trained in all undertaken treatments and protocols to ensure your comfort and treatment efficacy at all times.

Make-up

Please be advised make-up, deodorant, perfume, and oil-based products must be removed prior to treatments. Practitioners will cleanse the area, however we cannot be held personally responsible for all of the above products that may lay dormant in the skin pores and can cause an adverse reaction.

Liability policy

We will not be liable in contract, 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.

It is the client’s responsibility to ensure that he/she provide us with all relevant medical details prior to each treatment. We will not be liable for any damage that occurs as a result of the client’s failure to disclose such details. Specific results cannot be guaranteed.

The client agrees to comply with all instructions and/or recommendations given to them by, or on behalf of, London Skin Wellness House regarding the care of a treated area.

Complaints policy

We aim to provide the highest standard of service and care to you when delivering a consultation or treatment.

In the event that you are unhappy with any aspect of the service provided, you should write a formal complaints email FAO clinic manager to info@londonskinwellness.co.uk as soon as possible. We will aim to respond as soon as possible.

Shaving policy (laser hair removal)

London Skin Wellness House has the right to refuse laser hair removal treatment if you are not shaved properly.

Please ensure that you shave 24 hours prior to your appointment to avoid your appointment being forfeited.

Policy on children

We regret that we are unable to allow children to remain unaccompanied in the reception area. Our Front of House staff are neither trained nor insured to look after children. We respectfully ask our clients to refrain from asking our team to watch their children during treatments.

Course & Package Validity – Terms & Conditions

All courses, packages, general sessions, and offers, including laser hair removal, skincare treatments, massages, and complimentary sessions, are subject to strict expiry periods and usage conditions.

Course Validity

Laser Hair Removal

Courses of 7 or more sessions are valid for 15 months from the date of purchase.
Courses of 3 to 6 sessions are valid for 10 months from the date of purchase.

Skincare Treatments

Annual skincare courses of 12 sessions are valid for 12 months from the date of purchase.
Courses of 4–11 sessions are valid for 10 months from the date of purchase.
Courses of 2–3 sessions are valid for 4 months from the date of purchase.

Free Treatment / Single Session

Complimentary treatments / single-session treatments / special offer extra treatment: must be used within 1 month from the date of issue.

Laser Hair Removal – Specifications

All laser hair removal packages must be used as a whole and cannot be split, shared, or divided.
All areas included in a package must be treated together during the same appointment. If a client chooses not to treat a particular area during a scheduled session, that area will be forfeited and cannot be carried over to a future session.

General Terms

All courses, packages, and sessions are non-refundable.
Clients cannot select a specific therapist for their treatments.
All treatments must be redeemed within the applicable validity period. Any unused sessions will automatically expire, be forfeited, and hold no monetary value.
All treatments must be used as purchased and cannot be split, shared, or transferred.

Photo policy

Please note that London Skin Wellness House takes data protection and confidentiality very seriously.

Any photos taken in clinic by your practitioner will NEVER be shared with any third parties, social media or shown to other patients for before and after results. We strictly take photos to review the progression of your skin care or laser treatments with us.

London Skin Wellness House will not send your own photos to you. However, you can ask your practitioner to see your photos whilst you are in clinic for your appointment or a skin review.

Therapist Assignment Policy

At our clinic, we work with a team of highly trained and experienced therapists to ensure every client receives the highest standard of care.

Please note that clients will be seen by the next available therapist, and we are unable to accommodate requests for specific practitioners.

This approach allows us to manage appointment availability efficiently while maintaining consistency in the quality of our services.

We appreciate your understanding and cooperation with this policy.

Treatment terms & conditions