Terms and Conditions

Hello Skin Clinic Aesthetics Ltd
Last updated: July 2026

PLEASE READ THESE TERMS CAREFULLY BEFORE BOOKING

These Terms and Conditions apply to appointments, consultations, treatments, treatment plans, packages, gift cards and other services supplied by Hello Skin Clinic Aesthetics Ltd.

By booking an appointment, paying a deposit, purchasing a treatment or gift card, or attending the clinic, you confirm that you have read and accepted these Terms and Conditions.

Bookings may be made online, by telephone, by email, through WhatsApp, in person or through an authorised booking platform.

If you make a booking or purchase for another person, you are responsible for ensuring that the named client receives these Terms and Conditions before attending the clinic.

The terms “client” and “patient” may be used interchangeably throughout these Terms.

Nothing in these Terms affects any statutory consumer rights that cannot legally be excluded or restricted.

1. ABOUT HELLO SKIN CLINIC

Hello Skin Clinic Aesthetics Ltd provides aesthetic, skin, hair, wellness and related consultation and treatment services.

Company name: Hello Skin Clinic Aesthetics Ltd
Clinic address: 21 Sheepcote Street, King Edwards Wharf, Birmingham, B16 8AB
Email: info@helloskinclinic.com
Phone: 0121 714 0999
WhatsApp: 07539 017 233
Opening hours: Monday to Saturday, 10:00am to 6:00pm

These Terms apply to services provided directly by Hello Skin Clinic Aesthetics Ltd.

Certain specialist services may be delivered by visiting or independent healthcare professionals. Where separate terms, consent requirements or payment arrangements apply, these will be explained before the service is provided.

Separate terms may also apply to training courses, academy programmes, subscriptions or third-party services.

2. BOOKINGS AND APPOINTMENT CONFIRMATION

Appointments are subject to practitioner availability, treatment suitability and receipt of any required deposit.

A requested appointment is not confirmed until:

• The clinic has accepted the booking
• The required deposit has been received
• The client has received booking confirmation

Clients must provide accurate contact details when making a booking.

Please check the date, time, treatment and clinic location shown in your confirmation. You must contact us promptly if any information is incorrect.

Appointment reminders may be sent by email, telephone, SMS or WhatsApp as a courtesy. Clients remain responsible for remembering and attending their appointment even if a reminder is not received.

3. DEPOSITS AND ADVANCE PAYMENTS

A deposit is required to secure most appointments. The amount will be confirmed before payment.

The deposit:

• Reserves the appointment time and clinic resources
• Forms part of the total treatment price
• Will normally be deducted from the balance due when the appointment is attended

By paying a deposit, you confirm that you have reviewed and accepted these Terms and our Cancellation, Rescheduling, Deposit and Gift Card Policy.

Your booking may be released if the required deposit is not received within the period stated by the clinic.

Unless a statutory right applies, a deposit refund request must be:

• Made within 14 calendar days of the deposit payment date
• Received at least 24 hours before the appointment
• Made before the relevant consultation or treatment service has been provided

Once 14 calendar days have passed from the payment date, the deposit becomes non-refundable. It may still be transferred to a rescheduled appointment when at least 24 hours’ notice is provided.

Deposits cannot be transferred between clients unless the clinic agrees otherwise in writing.

4. BOOKINGS MADE ONLINE, BY TELEPHONE OR REMOTELY

Where applicable, clients entering into a contract online, by telephone or through another distance communication method may have a statutory cancellation period.

Where you request an appointment, consultation or other service to begin during an applicable statutory cancellation period, you expressly request that the clinic begins providing the service during that period.

If a service has been partly provided before a valid statutory cancellation request is received, the clinic may charge a reasonable and proportionate amount for the service already supplied.

Where a service has been fully performed following your express request and acknowledgement, any applicable statutory cancellation right may come to an end.

These provisions do not affect circumstances where statutory cancellation rights do not apply or where another legal exception applies.

5. CANCELLATIONS AND RESCHEDULING

We reserve a practitioner, treatment room, appointment time and relevant clinical resources for each booking.

5.1 More than 24 hours’ notice

When at least 24 hours’ notice is provided, the deposit may be transferred to a new appointment date.

Where a refund is requested, it will only be considered if:

• The request is made within 14 calendar days of payment
• At least 24 hours’ notice is provided
• No relevant consultation, treatment or other paid service has been provided
• The refund is otherwise required or permitted under these Terms and applicable law

If more than 14 calendar days have passed since payment, the deposit cannot be refunded but may still be transferred to another appointment when sufficient notice is provided.

5.2 Less than 24 hours’ notice

Appointments cancelled or rescheduled less than 24 hours before their scheduled start time are treated as late cancellations.

For a late cancellation:

• The deposit will be forfeited
• The deposit cannot be refunded
• The deposit cannot be transferred
• The deposit cannot be used as clinic credit
• A new deposit will be required for another appointment

5.3 Missed appointments and no-shows

If you do not attend your appointment without providing at least 24 hours’ notice, the appointment will be treated as a no-show.

For a no-show:

• The deposit will be forfeited in full
• The deposit cannot be refunded or transferred
• The deposit cannot be converted into clinic credit
• A new deposit will be required before another booking is confirmed

5.4 How notice is calculated

The 24-hour period is calculated from the scheduled start time of the appointment.

Cancellation or rescheduling requests may be submitted through:

Phone: 0121 714 0999
Email: info@helloskinclinic.com
WhatsApp: 07539 017 233

The time at which the clinic receives the message will be used to determine whether sufficient notice was provided.

Messages received outside clinic opening hours will be reviewed when the clinic reopens, but the original recorded delivery time will be considered.

5.5 Exceptional circumstances

We understand that genuine emergencies and exceptional situations can occur.

Any exception to the cancellation policy is entirely at the discretion of clinic management and may require reasonable supporting information.

Providing an exception on one occasion does not require the clinic to provide the same exception on another occasion.

All cancellation and deposit terms remain subject to applicable consumer law. The clinic will not retain an amount where doing so would be unlawful or clearly disproportionate to the reasonably recoverable loss arising from the cancellation.

6. LATENESS

Clients should arrive on time and allow sufficient time for travel, parking and completing any required forms.

Please contact us as soon as possible if you expect to be late.

If you arrive late, the clinic may:

• Shorten the appointment where treatment can still be completed safely
• Modify the planned service
• Reschedule or cancel the appointment if there is insufficient time to proceed safely
• Charge the full booked appointment price where the reserved time cannot reasonably be used for another client

Clients arriving more than 15 minutes late may be unable to receive treatment.

Where significant lateness prevents the appointment from proceeding, the booking may be treated as a late cancellation and the deposit may be forfeited.

The clinic will not compromise client safety, treatment quality or the appointments of other clients to accommodate lateness.

7. CONSULTATIONS AND CLINICAL ASSESSMENTS

All treatments are subject to consultation, clinical assessment, informed consent and confirmation that the treatment is suitable.

A consultation does not guarantee that treatment will be offered.

The practitioner may:

• Recommend a different treatment
• Delay treatment
• Request further medical information
• Require written approval from another healthcare professional
• Decline or discontinue treatment where it is not considered safe, appropriate or in the client’s best interests

Where a consultation or assessment has been completed, the time, professional expertise and service provided remain chargeable even if the client is not suitable for the requested treatment.

Where appropriate, any unused part of an advance treatment payment will be handled fairly and in accordance with applicable law.

8. MEDICAL INFORMATION AND CLIENT RESPONSIBILITIES

Clients must provide complete, honest and accurate information about their health and medical history.

This includes, where relevant:

• Medical conditions
• Pregnancy or breastfeeding
• Allergies or sensitivities
• Prescription and non-prescription medication
• Supplements
• Previous treatments or procedures
• Previous complications or adverse reactions
• Recent illnesses, infections or injuries
• Changes to health since the previous appointment

Clients must update the practitioner before every treatment where any information has changed.

You must not attend treatment while knowingly affected by a contagious illness or infection where attendance could create a risk to staff or other clients.

Hello Skin Clinic Aesthetics Ltd will not be responsible to the extent that an adverse outcome is caused or contributed to by inaccurate, incomplete or withheld information.

The clinic may refuse or stop treatment where a client does not provide sufficient information for the practitioner to make a safe clinical decision.

9. INFORMED CONSENT

Before treatment, the practitioner will explain relevant information including:

• The nature and purpose of the treatment
• Reasonably expected benefits
• Material risks and possible side effects
• Suitable alternatives where appropriate
• Aftercare requirements
• Any recommended treatment plan

Clients will be given an opportunity to ask questions before proceeding.

Consent must be provided freely and may be withdrawn before treatment begins.

Withdrawal of consent does not automatically create a right to a deposit refund where the appointment is cancelled with less than 24 hours’ notice, except where a refund is required by law.

Consent to one treatment does not constitute consent to a different treatment.

The clinic may require a new consent form where the treatment plan, medical information or circumstances have changed.

10. TREATMENT OUTCOMES, RISKS AND RESULTS

Aesthetic, skin, hair and wellness treatments can produce different outcomes for different individuals.

Results may be affected by factors including:

• Age
• Anatomy
• Skin or hair condition
• Lifestyle
• Genetics
• Hormonal factors
• Medical history
• Medication
• Healing response
• Adherence to aftercare
• Completion of the recommended treatment plan

No particular result, duration or outcome can be guaranteed unless expressly confirmed in writing and legally capable of being guaranteed.

Before-and-after photographs, testimonials, case studies and examples show individual experiences and do not guarantee that another client will receive the same outcome.

Some treatments require multiple sessions, ongoing maintenance or sufficient time before results can reasonably be assessed.

Dissatisfaction with a subjective outcome does not automatically entitle a client to a refund where the service has been performed with reasonable care and skill and in accordance with the agreed treatment plan.

Nothing in this section affects your legal rights where a service has not been provided with reasonable care and skill or has not otherwise complied with applicable consumer law.

11. AFTERCARE AND FOLLOW-UP

Clients must follow all verbal and written preparation and aftercare instructions.

Clients should contact the clinic promptly if they experience an unexpected reaction, worsening symptoms or concerns following treatment.

You may be asked to:

• Attend a review appointment
• Provide clear photographs
• Seek urgent medical advice
• Contact NHS 111 or emergency services where appropriate

Failure to follow aftercare advice, attend recommended reviews or disclose relevant information may affect treatment results and the clinic’s ability to assist.

Review appointments are intended to assess the outcome and do not guarantee that additional treatment will be provided without charge.

Any corrective, maintenance or additional treatment will depend on clinical assessment, the original treatment agreement and the circumstances involved.

12. PRICES, QUOTATIONS AND PAYMENT

Treatment prices will be confirmed before treatment.

Prices displayed on the website, booking platforms, advertisements or social media may be changed at any time before a booking is accepted.

Where a specific price has been provided in a written quotation, it will normally remain valid for three months unless:

• A different validity period is stated
• The proposed treatment changes
• The quotation contains an obvious error
• A clinical assessment identifies that a different treatment plan is required

The clinic will explain any material price change before treatment proceeds.

Deposits are deducted from the final treatment balance unless forfeited under the cancellation policy.

The remaining balance is payable on or before the treatment date, as instructed by the clinic.

Payment may be accepted through card, bank transfer, approved online payment method or another method confirmed by the clinic.

Clients remain responsible for paying the full agreed price for services received.

13. TREATMENT PLANS AND PACKAGES

Where a client purchases a treatment plan, protocol or package:

• The included treatments and price will be confirmed in writing
• Any validity period will be disclosed at the time of purchase
• Sessions are subject to availability and clinical suitability
• Each appointment remains subject to the cancellation and lateness rules
• A missed or late-cancelled session may be treated as used
• The plan is for the named client and cannot normally be transferred
• Additional treatments outside the agreed package are chargeable separately

The practitioner may adjust the timing or content of a treatment plan where clinically appropriate.

A package does not guarantee a particular result.

Any package-specific terms supplied at the time of purchase form part of these Terms.

Where a client becomes medically unsuitable for a remaining treatment, the clinic will review the unused balance and available alternatives in accordance with the package terms and applicable consumer law.

14. OFFERS, DISCOUNTS AND PROMOTIONS

Offers and promotional prices:

• Are subject to availability
• May have specific booking and treatment deadlines
• Apply only to the treatments stated
• Cannot normally be exchanged for cash
• Cannot normally be combined with another offer unless expressly stated
• May be restricted to new clients, selected practitioners or selected dates
• Remain subject to consultation and clinical suitability

The clinic may withdraw an offer before a booking has been accepted.

A promotion will not override these Terms unless the promotional conditions expressly state otherwise.

15. GIFT CARDS

Hello Skin Clinic gift cards are subject to the following conditions:

• Gift cards are valid for two calendar months from the date of purchase or issue shown on the gift card
• The appointment and treatment must take place before the gift card expires
• Gift cards are non-refundable except where a refund is required by law
• Gift cards cannot be exchanged for cash
• Gift cards may only be used by the person named on the gift card
• Gift cards cannot be transferred, resold or reassigned after issue
• The named recipient may be asked to provide identification
• Gift cards remain subject to appointment availability
• All treatments remain subject to consultation and clinical suitability

If the treatment originally intended is not clinically suitable, the clinic may allow the named recipient to use the value towards another suitable service before the expiry date.

Any additional amount above the gift-card balance must be paid by the named recipient.

Unused value will expire at the end of the two-month validity period unless the clinic agrees otherwise in writing or an extension is legally required.

Loss, theft or unauthorised use should be reported promptly. Replacement remains at the clinic’s discretion and may require proof of purchase.

16. MINIMUM AGE

Hello Skin Clinic Aesthetics Ltd does not provide cosmetic botulinum toxin or cosmetic filler treatments to anyone under 18.

The clinic’s standard minimum age for other aesthetic and wellness treatments is 18 unless a particular service is expressly offered to a younger person and can lawfully and safely be provided.

Valid photographic identification may be requested.

The clinic may refuse treatment where satisfactory proof of age is not provided.

A parent or guardian cannot authorise a cosmetic injectable treatment that the clinic is legally prohibited from providing to a person under 18.

17. PHOTOGRAPHY AND VIDEO

Clinical photographs or videos may be taken where reasonably required for:

• Clinical records
• Treatment planning
• Monitoring progress
• Patient safety
• Professional review
• Insurance or regulatory purposes where applicable

Clinical images will be managed in accordance with the clinic’s Privacy Policy and applicable data-protection requirements.

Images will not be used for advertising, social media, website content or other promotional purposes without separate permission.

Marketing consent is optional and is not a condition of receiving treatment.

Where the clinic relies on consent for promotional use, you may withdraw that consent by contacting:

Email: info@helloskinclinic.com

Withdrawal will not affect use that was lawful before consent was withdrawn.

Following withdrawal, the clinic will stop new use and take reasonable steps to remove the material from digital channels controlled by the clinic where reasonably practicable. It may not always be possible to retrieve printed materials or content already shared, copied or published by third parties.

18. PERSONAL INFORMATION AND PRIVACY

The clinic collects and processes personal information, including health information, where necessary to manage bookings, assess suitability, provide treatment, maintain records, communicate with clients and meet legal or professional obligations.

Personal information will be handled in accordance with the clinic’s Privacy Policy and applicable data-protection law.

Clients are responsible for ensuring that the contact and medical information provided is accurate and current.

Where separate consent is required for marketing communications, the clinic will request it separately.

You may unsubscribe from marketing communications at any time using the method provided in the communication or by contacting the clinic.

Operational messages relating to bookings, appointments, aftercare or treatment safety are not necessarily marketing communications.

19. CLIENT CONDUCT AND CLINIC SAFETY

Clients must behave respectfully towards clinic staff, practitioners and other clients.

The clinic may refuse, stop or cancel treatment where a client:

• Acts in a threatening, abusive, discriminatory or inappropriate manner
• Appears to be under the influence of alcohol or non-prescribed drugs
• Creates a risk to themselves or another person
• Repeatedly ignores clinic instructions or policies
• Pressures a practitioner to provide an unsafe or unsuitable treatment
• Records staff or other clients without permission

Where an appointment cannot proceed because of the client’s conduct or condition, it may be treated as a late cancellation and the deposit may be forfeited, subject to applicable law.

Serious incidents may be reported to the police or another appropriate authority.

20. CANCELLATIONS BY THE CLINIC

The clinic may need to cancel, delay or rearrange an appointment because of:

• Practitioner illness or unavailability
• Equipment failure
• Safety concerns
• Supply problems
• Severe weather
• Building or utility issues
• Events outside the clinic’s reasonable control

Where the clinic cancels an appointment, the client may normally choose to:

• Transfer the deposit to a new appointment
• Apply the payment towards another suitable service
• Receive a refund of the affected deposit or prepaid service

The clinic is not responsible for travel expenses, accommodation expenses, loss of earnings or other indirect costs arising from an appointment change, except where liability cannot legally be excluded.

21. RETAIL PRODUCTS

Retail products are subject to applicable consumer rights.

For health, safety and hygiene reasons, opened or used cosmetic, skincare, haircare or personal-care products may not be eligible for a change-of-mind return unless they are faulty, incorrectly supplied or otherwise covered by statutory rights.

Clients should check products promptly and contact the clinic if an item is damaged, defective or incorrect.

Product results may vary between individuals. Clients must follow the product instructions and stop using a product if they experience an unexpected reaction.

22. LIABILITY AND STATUTORY RIGHTS

Hello Skin Clinic Aesthetics Ltd will provide its services with reasonable care and skill.

Nothing in these Terms excludes or limits liability where it would be unlawful to do so, including liability for:

• Death or personal injury caused by negligence
• Fraud or fraudulent misrepresentation
• Breach of statutory consumer rights
• Any other liability that cannot legally be excluded

The clinic is not responsible to the extent that loss, harm or an unsatisfactory outcome is caused or contributed to by:

• Inaccurate, incomplete or withheld information
• Failure to follow preparation or aftercare instructions
• Use of products or treatments supplied by another provider
• Failure to attend a recommended review
• Actions taken against the practitioner’s advice
• Risks that were reasonably explained and accepted before treatment, where the service was provided with reasonable care and skill

The clinic will not be responsible for losses that were not reasonably foreseeable when the contract was made.

Where a client purchases a service wholly or mainly for business purposes, the clinic will not be responsible for business losses including loss of profit, revenue, opportunity or goodwill.

Nothing in these Terms removes any legal remedy available to a consumer.

23. COMPLAINTS

Clients should raise concerns as soon as reasonably possible so the clinic has an opportunity to investigate and respond.

Complaints may be submitted through:

Email: info@helloskinclinic.com
Phone: 0121 714 0999
Address: Hello Skin Clinic Aesthetics Ltd, 21 Sheepcote Street, King Edwards Wharf, Birmingham, B16 8AB

Please include:

• Your full name
• Your appointment date
• The treatment or service concerned
• A clear explanation of the concern
• Any relevant photographs or supporting information
• The outcome you are seeking

We aim to acknowledge complaints within five working days.

Some complaints may require additional time to investigate, obtain practitioner information or review clinical records. We will communicate with you if more time is reasonably required.

Submitting a complaint does not affect your statutory rights.

24. EVENTS OUTSIDE OUR REASONABLE CONTROL

The clinic will not be responsible for delay or failure to provide a service where this is caused by circumstances outside its reasonable control.

This may include extreme weather, transport disruption, public-health restrictions, utility failure, equipment failure, supplier disruption, civil emergency or another event that could not reasonably have been avoided.

The clinic will take reasonable steps to minimise disruption and offer an appropriate alternative where possible.

25. CHANGES TO THESE TERMS

The clinic may update these Terms to reflect changes to services, business practices or legal requirements.

The version applicable to a booking will normally be the version in force when the booking or purchase was accepted.

Material changes will not normally be applied retrospectively to a confirmed booking unless:

• The client agrees
• The change benefits the client
• The change is required by law
• The original term cannot lawfully continue

The current version will be available on the Hello Skin Clinic website.

26. SEVERABILITY

If any part of these Terms is found to be unlawful, invalid or unenforceable, that part will be treated as removed or limited only to the extent required.

The remaining sections will continue to apply.

27. NO WAIVER

Where the clinic does not immediately enforce a right under these Terms, this does not mean that the clinic has waived that right.

Any discretionary exception applies only to the specific circumstances in which it is granted.

28. GOVERNING LAW AND JURISDICTION

These Terms are governed by the laws of England and Wales.

The courts of England and Wales will generally have jurisdiction, subject to any mandatory consumer right allowing a client to bring proceedings in another part of the United Kingdom or another applicable jurisdiction.

CONTACT US

Hello Skin Clinic Aesthetics Ltd
21 Sheepcote Street
King Edwards Wharf
Birmingham
B16 8AB

Email: info@helloskinclinic.com
Phone: 0121 714 0999
WhatsApp: 07539 017 233
Opening hours: Monday to Saturday, 10:00am to 6:00pm