terms & conditions
Please read over the T&C's before attending your first appointment, this is so Dermalase can work as ethically and effectively as possible, with client care as their highest priority.
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1. INTRODUCTION
1.1 These are the terms and conditions on which Dermalase (“we” or “us”) provide a service of non-surgical laser aesthetic treatments to you.
1.2 We highly recommend you read the terms and conditions carefully prior to booking any consultations or treatment. They also provide useful details on important information such as payment or what to do if there is a problem with the service.
1.3 In the event of an inconsistency between these Terms and Conditions and the content of any literature provided by us to you, then these Terms and Conditions shall prevail.
1.4 If you have any queries regarding the terms and conditions, please email Dermalase Clinic at chelsea@dermalase.org and we will like to help you as quickly as possible.
2. DEFINITIONS AND INTERPRETATION
“Allergies” mean sensitive reactions of the body to certain skin rejuvenation treatment or substances, that do not affect most people;
“Consultation” means a consultation with a laser/skin practitioner to discuss the Medical History and risks or potential side effects associated with the relevant treatment;
“Data Protection Acts” means relevant Data protection legislation including the General Data Protection Regulations;
“Medical History” means patient medical data, including sensitive data relating to a patient’s health profile and history;
“Patient(s)/Client” or “you” means any person who has entered or is contemplating entering into a contract for the provision of treatments from us;
3. OUR CONTRACT WITH YOU & DERMALASE OBLIGATIONS
3.1 A contract comes into existence between you and us when we confirm that we are able to provide you with an aesthetic treatment following a consultation, completion of all necessary medical consent forms and you confirm that you wish to proceed.
3.2 If we are unable to provide you with a treatment (e.g. following clinical assessment by an aesthetician) we will inform you of this and the reasons why during your consultation.
3.3 In providing an aesthetic treatment to you, Dermalase shall:
3.3.1 Provide suitable facilities for the provision of the treatment by the aesthetician that meet current safety guidelines.
3.3.2 Provide you with such information that can be reasonably expected to be necessary for you to understand the nature of the aesthetic treatment being offered and the risks and potential side effects normally associated with such treatment, in advance of the treatment.
3.4 If our performance of a treatment is affected by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event.
3.4.1 Examples of events outside our control include flooding, a natural disaster, pandemic or an earthquake. It also includes all weather-related issues such as snow, ice and storms.
4. CLIENTS OBLIGATIONS
4.1 You will be responsible for reading the treatment information literature provided to you prior to or during the Consultation, and prior to consenting to undergo any treatment. You will have an opportunity to raise questions at the consultation and prior to undergoing the treatment. You are not obliged to have the treatment if you have any concerns and may change your mind at any time.
4.2 We require certain information from you prior to treatment for the purpose of securing an appointment including contact details; including: full name, date of birth, full address, contact telephone numbers and email address.
4.3 You will be required to complete a medical history questionnaire form via online form before your first appointment, this is necessary for the consultation and treatment planning process. The medical history will require full details of any allergies, medications, or medical conditions. You will be asked to update. or if there are any changes to your medical history on each visit.
4.4 If you do not provide us with the medical history information required, or you provide us with incomplete or inaccurate information, we reserve the right not to perform the treatment.
4.5 All information will be treated as confidential and protected in accordance with Data Protection legislation.
4.6 Due to the clinical nature of this service, some clients are required to bring a form of photo identification with them to their consultation if we feel there is an age discrepancy. If you fail to bring a form of photo identification to your consultation, we will not be able to proceed with the consultation or treatment.
5. THE CONSULTATION & CONSULTATION FEES
5.1 We offer a range of non-surgical aesthetic and skin treatments subject to eligibility following consultation with a suitably qualified Dermalase aesthetician. Before providing any treatments, we require you to:
5.1.1 Complete the medical history questionnaire provided to you at the Clinic or received via email.
5.1.2 Complete the necessary consent forms relevant of the procedure.
5.2 Please note that we do not treat children or young adults under the age of 16 with any laser/IPL aesthetic treatments. Clients aged 16 or 17 needs a parents/guardian’s consent on other treatments, such as facials or dermaplaning etc (non-aesthetics treatments).
5.3 Before being able to book any aesthetic treatments, a consultation is required with an aesthetician.
5.4 If you are a new client to Dermalase Clinic, the initial consultation is £20, if the client would like to go ahead with treatment, then a patch test will be carried out.
5.4.1 Consultation fees are paid at time of booking and this is only available online.
5.4.2 From time to time, we may have offers where the booking fee for consultation is waivered.
5.5 During the consultation, you will be able to discuss your skin needs, talk about potential treatments, discuss any complications, or side effects of treatments, and discuss a treatment plan. Consultations last up to 60 minutes.
5.6 No treatment will take place during these consultations. Treatment appointments must be booked separately to an initial consultation.
5.6.1 A patch test will be carried to check suitability for treatment for IPL skin rejuvenation laser hair removal and patch test consultation.
5.7 We would ask that you do not bring children to the clinic as they cannot be left unsupervised, and children will not be allowed to accompany you into the treatment rooms.
6. TREATMENT APPOINTMENTS
6.1 Treatments appointments can be booked following a consultation with an aesthetician to confirm your eligibly for the treatment.
6.2 The length of treatment appointments can vary depending on what treatment you are having. You will be advised on how long your treatment is likely to take place when you book it.
6.3 When booking a treatment appointment, you will be asked to pay for the treatment in full, or pay a deposit amounting to half the treatment total. For your convenience we accept cash, bank transfers, debit cards, and credit cards.
6.4 If you pay a deposit for the treatment, the deposit total will be deducted from the final payment following your treatment appointment. The balance must be paid in full at the following treatment.
6.5 If you attend the treatment appointment and decide with your clinician you cannot go ahead with the treatment on the day, due to a medical or safety reason it can be rearranged without an extra charge. All deposits on treatment will be non-refundable but can be used as credit on your account for future treatments. If you have paid in full for the treatment, a refund can be given in this case. This is only in the unlikely event a contraindication to treatment has arisen since your consultation appointment, making you no longer suitable for treatment.
CANCELLATION, REFUND AND LATE ATTENDANCE POLICY FOR CONSULTATIONS AND TREATMENTS
7.1 A minimum of 72-hour notice is required for all appointment cancellations and rearrangements.
7.2 We cannot refund a deposit for an appointment if the request is made less than 72 hours before any appointment.
7.3 For any course package: Any appointment which is rescheduled with less than 72 hours’ notice, or where the client does not turn up to the appointment with notifying the aesthetician ‘no show’, will result in a deducted session from the client’s course. This includes illness.
7.4 If a request to cancel an appointment for a consultation or a treatment has been made with more than 72 hours’ notice, there will be no fee to change the appointment.
7.5 To rebook an appointment within 72 hours and deposit has already been paid, a new deposit will need to be paid in order to rebook this appointment, due to our late cancellation policy.
7.6 Booking fee of £20 will need to be paid online to secure the booking of consultation/patch test. Card detailed are captured on our system and will be kept under our privacy policy and will not be shared with any company or unauthorised person.
7.7 If the client is late by more than 15 minutes the aesthetician at Dermalase may not be able to see the client. If a deposit has been taken, this will be non-refundable in this case.
7.8 Although rare, appointments may need to be rescheduled by Dermalase at short notice, including in the event of incapacity of the aesthetician, an unforeseen emergency at the Clinic. Dermalase do not have to compensate clients for any late cancellations or consequential losses.
7.9 Text messages, email appointment reminders, and telephone calls are a courtesy and cannot be relied upon. It is up to the client to note their appointment in their own diary and attend at the appropriate time.
7.9.1 Lateness of between 5-15 minutes may result in a reduced treatment time, payments for treatment cost or possible forfeiting of that appointment as detailed above if they course a package.
7.9.2Prior to your appointment we will inform you of any preparation required in advance of your treatment. Failure to follow the guidelines may result in cancellation of your appointment, reduced treatment time, or additional fees being charged.
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MEMBERSHIP CANCELLATION POLICY
7.9.3 4 weeks notice is required if you need to cancel your membership, as memberships are offered at a discounted rate.
7.9.4 Top ups are included in the membership for the length of time the membership runs for.
7.9.5 Some skin products are included within the membership, and these may change from time to time.
7.9.6 Laser hair removal treatments are 4-6 weeks apart for facial areas and 6-8 weeks apart for body areas. This is based on hair growth cycles of the hair of the face and body for best results. Appointments will not be made outside of these guidelines unless the acting practitioner has a valid reason.
7.9.7 Direct debit - if the direct debit has not gone through at the time of payment due then your following appointment maybe be automatically cancelled within 24 hours if the payment hasn’t been completed.
7.9.8 If an appointment is missed or late cancelled, clients should be aware they may have to wait for the next available appointment. The membership plan will continue and will not be paused for the missed treatment. This may affect how many treatments the client has in the membership period they have agreed.
7.9.9 Long standing gaps between the appointments will affect results. We “Dermalase” cannot be held accountable for inconsistent treatments (which effects results) and clients not following the correct after care advise.
7.9.10 Payment is taken prior to treatment and will always be taken on 1st of each month.
8. REVIEW APPOINTMENTS
8.1 Review appointments are “mostly” free of charge for all existing clients.
8.2 Review appointments are strongly advisable and will be consented for during the consultation, particularly in an event of a complication occurring. They are in the interest of your own safety.
8.3 They typically last 10 - 20 minutes for a face-to-face review of treatment effects and discussing further advice with your aesthetic practitioner.
8.4 If further treatment is needed at review please allow up to 30 minutes for these appointments.
8.6 Please note, some additional treatment may incur an extra charge.
8.7 If you are booking a review appointment in the event of a complication, please allow at least 30 minutes for the review appointment, but be aware that you may need longer.
9. ALL TREATMENTS
9.1 Treatments appointments can be booked following a consultation and patch test (if needed) with an aesthetician to confirm your eligibly for the treatment.
9.2 The length of treatment appointments can vary depending on what treatment you are having. You will be advised on how long your treatment is likely to take place when you book it.
9.3 Please arrive 5mins in advance of your appointment for all necessary paperwork to be completed and for payment to be taken (if required).
9.4 When booking a treatment appointment, you will be asked to pay for the treatment or course/session block in full. For your convenience we accept cash, debit cards, and credit cards.
9.4.1 We may from time to time offer clients a payment plan for course packages.
9.5 Once eligibility has been confirmed for treatment and sessions have been paid for the treatment is non-refundable.
9.6 Courses/blocks of sessions are only refundable for medical reasons with a valid doctor note. Any refund agreed is calculated by deducting the full price of all treatments already performed, plus any charged for non-attendance, from the total price of the course of treatment, with the difference returned to you.
9.7 Reasons for refund do not include wanting to stop treatment without reason, poor treatment outcome, moving out of town etc (list is not exhaustive, examples given only).
9.7.1 Laser hair removal is known to offer up to 90 - 95% reduction in hair growth. Clients must understand results with laser hair removal are variable.
9.8 One treatment or booked block of sessions is per person and under no circumstances must be split with another person. If this is suspected or has occurred, Dermalase have the right to refuse further treatment, without refunding for any remaining treatments. Please understand, this is in the interest of your own safety.
9.9 Our aestheticians have the right to refuse treatment if unsafe to do so, e.g. new medical information making treatment a contraindication or failing to abide by pre-treatment requirements.
9.10 All payments for single or courses of treatment are to be taken in advance of having the first treatment or a deposit to be made.
9.11 We have the right to refuse treatment and refund if any of our health and safety terms and conditions signed on the medical questionnaire are breached. This is in the interest of health and safety regulations.
9.12. All treatment courses/sessions must be started within 12 months of the date of purchase; any treatments left untaken after 12 months will expire.
9.13 It is the client’s responsibility to ensure that they provide Dermalase Clinic with all relevant medical details prior to each treatment. Dermalase Clinic will not be liable for any damage that occurs because of the client’s failure to disclose such details.
9.14 Clients must understand and respect treatment boundaries. Dermalase Clinic wish to provide a fair service and it is not unreasonable to ask for additional treatment areas without having paid for it. Client’s must be aware this may not always be possible.
9.14.1 Full body laser hair removal treatment varies from client to client with all bodies being all different shapes and sizes.
9.14.2 Full face laser hair removal treatment includes everything on the face, not including the neck. Neck is a separate treatment.
9.14.3 A half face laser hair removal treatment is from the cheek to the underneath the chin (jaw line). Client’s to be aware and careful in the choosing of the areas they require.
10. THE CONSULTATION & PATCH TESTING FOR ALL LASER & IPL
10.1 We offer laser/IPL services subject to eligibility following consultation with a suitably qualified therapist. Before providing any treatments, we require you to:
10.1.1 Complete the medical history questionnaire provided to you at the Clinic or received via email.
10.1.2 Complete the necessary consent forms relevant of the procedure.
10.2 Please note that we do not treat children or young adults under the age of 18. Dermalase Clinic have the right to refuse all treatment to under 18-year-olds for laser/IPL.
10.3 Before being able to undergo any treatment, a consultation is required with a qualified aesthetician.
10.4 During the laser/IPL consultation, you will be able to discuss your skin needs, talk about treatment, discuss any complications, or side effects of treatments, and discuss a session plan.
10.5 No treatment will take place during these consultations. Consultations last up to 30 minutes. A patch test will take place during this consultation for the areas you wish to receive laser on.
10.6 We would ask that you do not bring children to the clinic as they cannot be left unsupervised in the reception area and children will not be allowed to accompany you into the treatment rooms.
10.7 Our consultation fee is £20. If you are unsuitable for treatment due to a medical reason this fee will not be refundable.
10.8 Existing clients that have not had laser hair removal/IPL treatments in last 6 months may require a consultation and test patch. Additional fees may apply.
11. REFUSAL OF TREATMENTS
11.1 There may be circumstances where our practitioners deem treatment to be inappropriate or medically unsafe for a clients. Dermalase Clinic reserve the right to refuse any treatment in this instance.
12. SPECIAL OFFERS
12.1 General Terms
12.1.1 From time-to-time Dermalase will run special offers or other forms of purchase incentive. Although unlikely before any specified offer deadline, Dermalase reserve the right to extend, amend and/or withdraw any offer at any time without notice.
12.2 All special offers are subject to availability.
12.3 New clients that have not previously had the treatments will require a consultation +/- test patch prior to treatment to check suitability. Any client that is unsuitable for treatment a full refund for the package will be given.
12.4 One client per offer only.
12.5 Payment is required in full before treatment is redeemable.
12.6 Dermalase have the right to refuse clients who are contraindicated to this treatment.
12.7 Special offers are non-refundable, unless the client is medically contraindicated to treatment, in which case a refund can be offered.
12.8 Treatments such as laser/IPL is only available to clients aged 18 years and over and other treatments may require parent/guardian consent between the ages 16-18.
12.9 Treatment is not suitable for pregnant or breast feeding women.
12.10 Offers cannot be used in conjunction with any other promotion, discount and are non-transferrable.
12.11 Standard Dermalase terms and conditions apply
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13. PACKAGES TERMS AND CONDITIONS
13.1 Offer applies to treatments specified in the package details only, any additional treatments will be at an additional cost.
13.2 Laser Hair Removal/IPL packages must be used within 12 months of purchase date. Other packages must be used by date specified.
13.3 Payment is required in full before treatment is redeemable.
13.4 Once purchased the treatment cannot be swapped for any other type of treatments or skin products.
13.5 Once purchased packages cannot be used or shared with another client.
13.6 Dermalase has the right to refuse this offer to any clients who are not suitable for a package.
13.7 Results vary per person.
13.8 Treatments must be booked within one month of purchase.
13.9 Offers cannot be used in conjunction with any other promotion, discount and are non-transferrable.
13.10 Standard Dermalase terms and conditions apply
14. FRIENDS AND FAMILY
14.1 You are welcome to attend a consultation appointment with a friend or family member over the age of 18 years. However, please remember the consultation is for the booked individual only.
14.2 No treatment questions can be answered for a friend or family member’s needs, as this will not allow for the booked individual to be assessed adequately.
14.3 If you bring a friend or family, please ensure you are happy to discuss your medical history in front of them.
14.4 Friends and family are not allowed to attend treatment sessions with you. This is in the interest of safety unless it is medically necessary for the client.
14.5 We reserve the right to refuse friends and family attending appointment that may have an impact on client safety.
15. INFORMATION ABOUT US & HOW TO CONTACT US
15.1 Dermalase Clinic is a Sole trader business under Chelsea Dugdale T/A Dermalase. Our registered address is 2 Melton Drive, Taverham, Norwich, NR8 6TT
15.2 You can contact us by telephone on 07826818551 or in writing via email at chelsea@dermalase.org
15.3 If we need to contact you, we will do so your preferred method of contact which will be either by telephone or by writing to you at the email address you provided to us at your consultation.
15.4 When we refer to the terms “Writing” “writing” or “written” this includes emails, text messages or WhatsApp messaging.
16. CONFIDENTIALITY/DATA PROTECTION
16.1 Dermalase Clinic shall ensure that any information that you share with us including your name, contact details and Medical History (“Personal Data”) is kept securely and confidentially in accordance with its data privacy policy and Data Protection Acts.
16.2 Dermalase will only process your personal data, in connection with the consultation and/or treatment provided to you in accordance with these terms and conditions;
16.3 You acknowledge that Dermalase is obtaining this consent to comply with the provisions of the Data Protection Acts.
16.4 Dermalase predominantly corresponds via email, telephone, text message or WhatsApp. Should there be any changes to your personal data, it is your responsibility to inform Dermalase. This will include, but is not limited to your current telephone number, email address, postal address, home address, and medical history updates.
16.5 We will use personal details to provide updates on aesthetic treatments, process your payment and, if you consented to this, to inform you about similar services we offer but you may stop receiving these communications at any time by unsubscribing.
16.6 We will only give your personal information to other third parties where the law either requires or allows us to do so.
17. COMPLAINTS POLICY
17.1 A high quality, safe service to all our clients is a priority at Dermalase Clinic. If you feel you would like to discuss or inform us of an issue, we kindly ask you put it into writing and email us at chelsea@dermalase.org. All issues will be resolved as quickly as possible.
17.2 You may be asked to supply evidence to support your complaint including the time, date, and names of people you have spoken to.
17.3 A full assessment of the complaint will be undertaken which may take up to six to eight weeks.
18. ZERO TOLERANCE ON VIOLENCE & AGGRESSION POLICY
18.1 All clients attending Dermalase Clinic will be always treated with respect and dignity. No member of staff has the right to be abusive to patients or their visitors and any such incidents will be treated as a disciplinary matter.
18.1.1 Equally, Dermalase does not condone any form of abuse of staff members by patients (either in person or on the phone) or visitors and if such a situation should occur, Dermalase reserves the right to terminate any provision of aesthetic treatments or care and to escort any such patient off the premises if necessary.
19. OTHER IMPORTANT TERMS
19.1 This contract is between you and Dermalase and no other person shall have any rights to enforce any of its terms, however, Dermalase reserve the right to transfer their rights and obligations under these terms to another organisation.
19.2 To address your specific requirements and desired outcome, we will complete a full treatment plan during your consultation. Treatment under this service is a medical procedure and results can vary from person to person. Although unlikely, it is possible that you may not experience any noticeable results from a procedure.
19.4 Dermalase relies upon the completeness and accuracy of information provided by the client to the aesthetic doctor prior to administering any aesthetic treatment, including but not limited to the medical and aesthetic history and as such Dermalase excludes all liability in respect of any damage or loss incurred by a client arising from or in connection with the incompleteness or inaccuracy of such information provided to their practitioner.
20. ALLERGIC REACTIONS AND WHAT TO DO IF YOU HAVE PROBLEMS FOLLOWING A TREATMENT
20.1 Whilst it is rare, some clients do suffer from an allergic reaction or other side effects to a medical drug and/or following provision of an aesthetic treatment.
20.2 If you have had a treatment and are experiencing any health problems thereafter or feel unwell or may have a reaction to the treatment, please contact us on our medical emergency line of 07825818551 or email “URGENT” to chelsea@dermalase.org as soon as possible.
20.3 Full aftercare instructions related to your treatment are given verbally following treatment and provided in written format and are typically sent via email following the treatment.
20.4 If there are any complications that require urgent medical attention and it is not possible to see the same Practitioner, please go to your GP or local accident and emergency (A&E) department immediately to seek medical assistance.
21. CONSENT
21.1 All clients will be consented for side effects and complications of the treatment that they are undergoing.
21.2 Dermalase operates an informed consent policy and if client lack capacity to make the decision, we will be unable to perform treatment.
21.3 Clients will be asked to read and sign a consent form in relation to the treatment they are having for every treatment that they have.
21.4 Refunds will not be offered for side effects/complications that have been appropriately consented for in the rare case they occur after treatment.
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22. MEMBERSHIP PLANS
24.1 Memberships can be cancelled with 8 weeks’ notice unless this is due to a medical condition or medication that contraindicates the procedure to carried out. Medical proof of contraindications or GP notes will need to shown. This is due to some membership plan being highly discounted.
24.2 Top ups are included in the membership for the length of time the membership runs for.
24.3 Some skin products are included within the membership and these may change from time to time.
24.4 Laser hair removal treatments are 4-6 weeks apart for facial areas and 6-8 weeks apart for body areas. This is based on hair growth cycles of the hair of the face and body for best results. Appointments will not be made outside of these guidelines unless the acting practitioner as a valid reason.
24.5 Direct debit - if the direct debit as not gone through at the time of payment due then your following appointment will be automatically cancelled within. Long standing gaps between the appointments will affect results.