At Vital Skin & Laser, we are committed to providing safe, high-quality medical aesthetic and laser treatments. By booking an appointment or purchasing a treatment, package or product, you agree to the following terms.
1. Appointment Bookings
- All appointments are subject to clinician and clinic availability.
- Appointment requests are not guaranteed until confirmed by the clinic.
- We recommend booking your appointments well in advance to secure your preferred date and time.
2. Cancellations, Rescheduling & No-Shows
- We require a minimum of 48 hours' notice to cancel or reschedule an appointment.
- Cancellations or rescheduling requests made with less than 48 hours' notice may result in the loss of your deposit or one treatment session from a prepaid package.
- Clients who fail to attend their appointment without prior notice ("no-show") will forfeit their deposit or one treatment session.
- Repeated late cancellations or no-shows may require full payment in advance for future bookings.
3. Deposits & Consultation Fees
- Deposits are taken to secure your appointment and are deducted from the cost of your treatment when you attend.
- Deposits are non-refundable if you cancel late, fail to attend your appointment, or decide not to proceed with treatment after your appointment has been reserved.
- Consultation fees, where applicable, are non-refundable unless otherwise agreed by the clinic.
4. Treatment Packages & Prepaid Courses
- Treatment packages and prepaid courses are non-refundable once purchased.
- Packages are non-transferable and may only be used by the person who purchased them unless agreed in writing by the clinic.
- Any expiry date advised at the time of purchase will apply.
- Unused sessions remaining after the expiry date may be forfeited.
5. Clinic Availability, Appointment Requests & Refunds
We make every reasonable effort to accommodate our clients' preferred appointment dates and times. However, due to high demand, clinician availability and scheduling requirements, we cannot guarantee appointments on a specific day or time requested by a client.
A refund will not be provided solely because your preferred appointment date or time is unavailable, provided we offer a reasonable alternative appointment within an appropriate timeframe.
If we are unable to provide treatment on the exact date requested, we will offer the earliest available suitable appointment. If you choose not to accept the alternative appointment(s), this will be treated as a client decision not to proceed with the booking and our standard cancellation and refund policy will apply.
Refunds will only be considered where Vital Skin & Laser is unable to provide the purchased treatment within a reasonable period, permanently discontinues the treatment, or where a refund is required under applicable UK consumer protection legislation.
6. Treatment Results
Medical aesthetic treatments and laser procedures vary from person to person.
While we always aim to achieve the best possible outcome, results cannot be guaranteed. Individual response depends on factors including skin type, medical history, lifestyle, aftercare and biological variation.
For this reason, dissatisfaction with treatment results alone does not entitle a client to a refund where treatment has been provided appropriately and with reasonable care and skill.
7. Medical Contraindications & Adverse Reactions
If you develop a medical condition or contraindication before your treatment, please notify us as soon as possible.
Where appropriate medical evidence is provided before treatment, the clinic may, at its discretion:
- postpone treatment;
- transfer the remaining credit to another suitable treatment; or
- consider a refund where appropriate.
Any adverse reaction should be reported immediately so that we can provide appropriate clinical advice and follow-up.
8. Retail Products
- Skincare and retail products may only be returned if they are faulty, damaged or supplied incorrectly.
- Due to hygiene and safety reasons, opened or used skincare products cannot be returned unless they are faulty.
- Any product concerns should be reported within 7 days of receipt.
9. Gift Vouchers, Promotional Offers & Discounted Treatments
- Gift vouchers are non-refundable and cannot be exchanged for cash.
- Promotional offers, discounted treatments and special packages remain subject to this Refund & Cancellation Policy.
- Promotional prices cannot be applied retrospectively to previous purchases.
10. Refund Processing
Where a refund is approved by the clinic:
- refunds will be made to the original payment method wherever possible;
- processing may take up to 10 working days depending on your payment provider.
11. Exceptional Circumstances
The clinic reserves the right to consider exceptional circumstances on a case-by-case basis. Any decision to offer a goodwill refund, credit or alternative treatment remains entirely at the discretion of Vital Skin & Laser and shall not create a precedent for future cases.
12. Your Statutory Rights
Nothing in this policy limits or excludes your statutory rights under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013, or any other applicable UK consumer protection legislation.