Please read the following information regarding our terms and conditions here at EA Klinik. It is important that you read and understand the following points before treatment takes place. If you have any questions, please do not hesitate to ask.

• Treatments can only be provided to individuals over the age of 18 years old.
• At your initial consultation, we will assess your suitability for any treatments requested and discuss with you the best course of action. We will inform you if we feel the treatment requested is unsuitable for you or will not achieve the desired results.
• Chemical peel treatments require a patch test that must be done at least 24-48 hours prior to the treatment.
• Anti-Wrinkle treatment and Filler Dissolving treatment bookings require a face-to-face consultation with a prescriber, where a thorough assessment takes place.
• Please contact us should you experience any negative side effects following your treatment, or if you are worried or concerned.
• If you feel you are experiencing a medical emergency, please dial 999 and access emergency help.
• It is the responsibility of the client to provide EA Klinik with all relevant medical details prior to each treatment. EA Klinik will not be liable for any problems which occur as a result of the client’s failure to disclose such information.

N.B. Our experience indicates that when poor outcomes from treatments occur, there is a strong correlation with a lack of medical-grade skincare or failure to follow the agreed plans of care. It is necessary that patients follow the skincare regime prepared by their practitioner to ensure the best possible chance of acceptable results being achieved. Further, where combination treatments are recommended but not followed, results will be substandard. Patients who do not follow the advised pre and post-care instructions, as well as the skincare and treatment regime, should expect that their results will be adversely impacted. It should be noted that treatment results cannot be predicted or guaranteed (and in some instances, no visible changes may occur), and a refund or financial compensation will not be offered unless the practitioner is found to be at fault through a material failure in how the treatment was performed, an act of negligence, or a breach of our duty of care.
Patients who follow all of the advice given by their practitioner will be offered appropriate support, which will be determined through a consultation process with the practitioner, external experts (where necessary), and the device or product suppliers. An external review is not offered until all internal procedures have been exhausted, albeit this is limited to circumstances where there is clear evidence of fault, negligence, or injury.

1. Bookings:
   – Bookings are made on a first-come, first-served basis.
   – Bookings are not confirmed until payment of the required fee is received.

2. Fees & Charges:
   – A minimum fee of £30 for a consultation and £50 for a treatment booking is required to secure an appointment. Following an appointment, the fee will be credited towards any treatment completed within 28 days (including treatment had on the day but excluding product purchases).
   – Fees not used within 28 days of the appointment time will be forfeited. Fees cannot be used for product purchases or transferred to other clients.
   – By proceeding with treatment, the patient is acknowledging and accepting their responsibility for the cost of the treatment, which must be paid prior to leaving the clinic, including incomplete, abandoned, or interrupted treatments.
   – All accounts not settled prior to leaving the clinic will incur additional charges, including interest and reasonable costs of recovery. EA Klinik reserves the right to use a debt-collecting agency should the need arise. Where possible, courses of treatment should be used within a 12-month timeframe; an extension of this timeframe may be arranged at our discretion.
   – Dermal filler review appointments do not include any complimentary syringes, and any adjustment to your treatment will be charged at the full cost of the product used or part thereof.

3. No Right to Demand Treatment:
   – A booking does not guarantee treatment will be provided, and the decision to treat will be based on an assessment and the professional opinion of the practitioner.
   – Your suitability for treatment will be determined by the practitioner, and a treatment cannot be carried out where contraindications, allergies, or other factors (including psychological concerns) might result in an adverse outcome.
   – If you have paid for a consultation, please be aware that the outcome of the consultation may be information and advice only.
   The decision to offer treatment is at the discretion of the practitioner, and their decision is final.

4.  Complimentary Follow-Up Appointments:
   A follow-up appointment post dermal filler treatments must be attended between 14-28 days following the treatment. Dermal filler review appointments do not include any complimentary syringes, and any adjustment to your treatment will be charged.

   Botulinum toxin treatment review must be booked and attended between 14-21 days since the initial treatment. Results reviewed past the 21-day post-treatment mark, and any adjustments made past this mark, will incur a full treatment cost.

5. Missed & Cancelled Appointments:
   A cancellation fee will be charged to patients unless a minimum of 48 hours’ notice is given, which affords the clinic a reasonable opportunity to reallocate the appointment. While we make every effort to provide a flexible and client-focused service, we cannot operate a viable business when patients fail to attend appointments or do not provide sufficient notice of changes or cancellations. The cancellation fees represent a contribution towards the sunk cost, lost time, and overheads incurred from missed appointments.

   -The cancellation fee is set at a level that compensates the business for the lost time and resources only. EA Klinik does not profit from cancellation fees and would in all instances prefer to see patients attend their appointments.

   -In exceptional circumstances, EA Klinik may waive the cancellation fee. Should a patient consider extenuating circumstances apply, a formal request must be made in writing together with sufficient evidence in support of the claim.

   -Missed follow-up appointments post dermal filler treatments will not incur a fee; however, to rebook a subsequent follow-up appointment, a deposit of £50 is required.

   -Botulinum toxin treatment review must be booked and attended between 14-21 days since the initial treatment. Results reviewed past the 21-day post-treatment mark, and any adjustments required past this time, will incur a full treatment cost.

6. Skin Consultations:
   – We offer a 30-minute consultation to discuss your goals and available options prior to booking treatment. During the consultation, a skin scan is performed to establish skin health and condition and create an individual treatment plan. The client will receive a full report of the scan on the day of the consultation via email or other preferred and agreed method of communication. The consultation fee of £30 will be deducted from the treatment price if booked within 28 days from the consultation.
   – Skin consultations will incur a non-refundable and non-redeemable fee of £30 for patients who have not undergone any treatment in the clinic in the last six months or haven’t booked a treatment within 28 days from the consultation.
   – Patients are entitled to one complimentary follow-up every six months where at least £250 has been spent on skincare products in the same period and where the patient is not undergoing any treatment in the clinic.
   – Please note we are unable to offer support to patients who have purchased skincare products elsewhere or who have not regularly and recently purchased their products from our clinic.
   – Missed skin consultations or those not rescheduled with at least 48 hours’ notice, regardless of whether you have purchased your products from us or not, will incur a cancellation fee of £30.

7. Abandoned or Interrupted Treatment:
   – Patients who choose not to complete treatment at the required settings or are unable to follow the necessary pre, post, or pain management protocols, once the treatment has commenced, will be required to pay for the treatment in full.
   – Courses, or part thereof, that are not completed due to any action taken, or not taken, by a patient will be lost, and no partial refund will be offered.
   – Courses must be completed in a timely manner, in line with the required protocol, prior to expiry, and within a maximum of 12 months from purchase.
   – Missed or delayed treatments are likely to impact the treatment outcome. Patients are expected to adjust their other commitments to ensure compliance with a treatment protocol.
   – Where a course is interrupted, through no fault of the patient, the course may be extended, or a credit equal to the value of the remaining treatments may be offered. The decision to extend or change a course is at the discretion of management.

8. Refunds:
   – Refunds are not routinely offered once a treatment has been booked, as time and resources are allocated well in advance. However, a reasonable cooling-off period will be offered, but in all instances, the cancellation policy must be followed.
   – Where a refund is made, it will be after deducting associated transaction costs, fees, materials purchased in advance of the treatment, or bank charges – subject to a minimum handling fee of 2%.
   – Refunds are never offered when a service, in whole or in part, has been provided (including the writing of private prescriptions) or retail products have been removed from the premises.

9. Product Purchases:
   – Products recommended by the practitioner are part of a treatment protocol that will include several different products.
   – Non-adherence to a complete skincare protocol is not evidence of the failure of a product to perform. Regardless, the performance of any of our skincare products is not guaranteed and cannot be determined following short-term use.
   – Any faults or concerns regarding a product should be reported to the clinic as soon as possible.
   Reports should be sent in writing and include a full description of the concern along with photographs of the product. If the fault is due to a reaction to a product, then a photo of the reaction will be required in order to process a replacement. Without a photo of your reaction, a replacement will not be offered.
   – Refunds or replacements will be given for physical faults with any of our products and will be in line with your statutory rights.

10. COVID Vaccines:
    – Patients should not schedule their appointments close to the time of their vaccinations. Treatments cannot be performed either two weeks before or two weeks after COVID vaccinations – this is in line with ACE Group Guidelines.
    – Cancellation fees will not be waived for patients suffering side effects from a vaccine as vaccinations should only be booked outside the two-week buffer and in consideration of your appointment. If you book a vaccination, please consider you might feel unwell and reschedule your appointment accordingly.

11. Late Arrivals:
    – Late arrival may mean we have to rebook you for another time, or you may have to wait until other patients have been seen and a slot becomes available. EA Klinik will always do their best to provide full treatment but cannot keep other patients waiting.
    – If you arrive late and your appointment cannot be completed, a cancellation fee, in line with point 2 above, must be paid prior to your appointment being rebooked.
    – Where your appointment cannot run on time due to a fault of the clinic, then your appointment will be rescheduled without charge. N.B. Please note, our appointments are booked with sufficient time for each patient. However, patients can suffer adverse events or reactions and must be properly treated. We ask that you consider that your treatment might be delayed due to incidents earlier in the day. While we make allowances in the diary, which anticipate a certain level of patient delays, we must ensure the correct and proper treatment is given to every patient in our care.

12. Attending Your Appointment:
    – For safety and comfort please do not bring children to your appointment. We cannot provide supervision of children and they are not permitted in the treatment areas under any circumstances.
    – Due to the nature of the services we provide, we kindly request you to arrive unaccompanied.
    – We will inform you of any preparations you need to make prior to your appointment. Failure to follow our instructions may result in your treatment being delayed.
    – For any treatment bookings, you are strongly advised not to consume alcohol or any recreational drugs at least 48 hours before or after your appointment. If you have consumed alcohol or any other substances not listed on your medical form, you must inform the practitioner as it may not be safe or recommended to proceed.
    – Illness is considered a contraindication; therefore, the treatment is not recommended if you’re feeling unwell, as this may affect the treatment outcome and result in complications.
    – It is important that you provide all the medical history asked of you. EA Klinik will not be held liable for any damage, loss, or injury caused because of any false, incorrect, or withheld information or due to the failure to follow instructions given prior to, during, or after your treatment.

13. Guaranteed Outcomes:
    – While we make every effort to assess a patient’s suitability for treatment and provide the best possible care, we do not and cannot guarantee treatment outcomes. No claims are made, nor is it implied that any treatment will be successful.
    – Once a treatment has been performed, a refund cannot be provided. However, where appropriate, if a further or different treatment may improve the outcome, this might be offered to you at a reduced cost.
    – Patients who have not followed the skincare programme designed by their practitioner and purchased skincare throughout their treatment from us will not be supported where treatment results are not as expected.

14. Bullying & Harassment of Staff:
    – We have a zero-tolerance policy regarding rude, threatening, or aggressive language and behaviour from patients on the phone, in person, via email, and online.
    – Patients are expected to treat the practitioner with common professional courtesy and respect.
    – Any bad language or rude, threatening, or aggressive behaviour will not be tolerated.
    – Any patient considered to be behaving in an unacceptable manner will be given one warning before being asked to leave, and their treatment will be cancelled (without refund).
    – Refunds will not be given where treatment is not completed due to the action of a patient.

15. Pain Management Protocols:
    – I understand that by waiving the recommended pain management by my Aesthetics Practitioner, I will not hold EA Klinik responsible for the outcome of my treatment.
    – By not following the recommended pain management protocol, the required treatment protocol may not be delivered, depending on individual pain threshold, and the results may not be optimal.
    – The expected outcome may not be achieved, and no subsequent treatments will be offered in lieu.

16. Complaints Policy:
    We make every effort to give the best service possible to everyone who attends our clinic.

    However, we are aware that things can go wrong, resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly and as amicably as possible.

    If you have a complaint or concern about the service you have received, please contact us as soon as possible – ideally within a few days. This will enable us to establish what happened more easily and deal with your concerns appropriately.

    Once a written complaint is received, an acknowledgement will be sent out within two working days. This will state the timeframe for a response, which should typically not exceed five working days. If it is not possible to conclude all investigations within five working days, we will update the patient with progress and approximate timescales.

Flexible Payment Plan Terms and Conditions

1. Eligibility
   • The payment plan is available for customers paying a total of £350 or above.
2. Payment Structure
   • For payment totals between £350 and £500, an initial payment of 50% (including the booking deposit) is required on the day of the appointment, with the remaining balance payable over flexible instalments within 6 months.
   • For payment totals over £1000, an initial payment of 25% (including the booking deposit) is required on the day of the appointment, with the remaining balance payable over flexible instalments within 6 months.
3. Booking Process
   • The initial appointment can be booked via the booking system, requiring a deposit of £50. Customers may request to set up a payment plan before their appointment or during their visit.
   • Subsequent appointments will be entered into the system manually, with no additional deposit required, as payments will be covered by the scheduled monthly instalments.
4. Cancellation Policy
   • A minimum of 48 hours’ notice is required to reschedule an appointment.
   • Appointments cancelled or rescheduled with less than 48 hours’ notice will incur an additional cancellation fee of £50, charged on the day the appointment was originally scheduled.
5. General Conditions
   • The 48-hour cancellation policy applies to all treatments booked under the flexible payment plan.
6. Example Payment Plan (Informational)
   • For a treatment package costing £1600:
     • £50 initial booking deposit
     • £350 payment during the initial appointment
     • £1200 spread over 6 monthly payments of £200