1. GENERAL TERMS AND CONDITIONS FOR ALL PATIENTS

1.1. These terms and conditions form the basis of the agreement between the patient (you/your) and Solunexa Medispa (us/our).
1.2. Please read these terms and our privacy policy carefully and take the opportunity to ask us questions.
1.3. By registering with us, you agree to be bound by these terms.
1.4. We respectfully ask that when attending the clinic, all mobile phones are switched off or set to silent. Unauthorised photography or videography is strictly prohibited. Anyone found recording may be asked to stop and delete the material, and failure to comply may result in removal from the premises.

2. CONSULTATIONS, FEES, AND CANCELLATIONS

2.1. All new patients are required to attend an initial consultation prior to undergoing any treatment or procedure.
2.2. A £50 consultation fee is payable in advance to secure the appointment. This fee is a one-time charge and is not deductible from the cost of any treatment or procedure.
2.3. The consultation fee is non-transferable between patients.
2.4. If you cancel your consultation appointment with less than 24 hours’ notice, you will be entitled to a 50% refund (£25) of the consultation fee.
2.5. If you fail to attend your consultation appointment without providing any notice (“no-show”), the full consultation fee will be forfeited and no refund will be issued.
2.6. If Solunexa Medispa must cancel or reschedule your consultation due to unforeseen circumstances (including, but not limited to, practitioner unavailability, equipment issues, or events beyond our reasonable control), we will offer to rebook your appointment or refund your consultation fee in full.

3. APPOINTMENTS

3.1. We will not reserve or guarantee any particular date, time, or practitioner unless an appointment has been formally booked and confirmed.
3.2. If you are running late for an appointment, you should contact us immediately. If you arrive more than 15 minutes late, we may not be able to provide the consultation or treatment and it may be treated as cancelled without notice.
3.3. You may reschedule an appointment without charge if you provide at least 48 hours’ notice.

EQUIPMENT SAFETY
Your safety comes first. If at any time we discover, or have concerns, that any of our equipment or machines are not in proper, working condition, we will ask you to reschedule your appointment and thank you for your understanding.

3.4. If you cancel or fail to attend without sufficient notice, the relevant cancellation terms in Clause 2 will apply.
3.5. We will use all reasonable endeavours to ensure your consultation or treatment begins at the agreed time. However, delays may occasionally occur due to clinical reasons. If a delay exceeds 30 minutes, you may reschedule without charge.

4. FEES AND PAYMENT

4.1. You must pay in accordance with our price list for all services on completion of those services that we have provided to you.
4.2. You may pay us for services (including deposits, consultation fees, or advance payments) using any of the following methods:

• Credit / debit card

• Cash

• Bank transfer

• Gift voucher
  4.3. We may alter our prices without prior notice, but once your appointment is confirmed, the price at the time of booking will be honoured.
  4.4. Please note that card details will only be used to securely process your payment.

5. ELIGIBILITY FOR TREATMENT

5.1. Treatments will only be provided if, following consultation, they are deemed clinically appropriate and safe.
5.2. We do not provide treatments to anyone under the age of 18. Proof of age may be required.
5.3. Certain treatments may not be suitable if you are pregnant, breastfeeding, or have relevant medical conditions. This will be discussed during your consultation.
5.4. Routine review appointments are offered after treatment with Botulinum Toxin as a courtesy. At this review you may be offered a complimentary additional treatment or ‘top up’ if it is clinically required; Complimentary ‘top-up’ treatments must be taken 2-3 weeks after the initial treatment. If you are unable to attend the review appointment within this time period, no additional complimentary treatment or ‘top-up’ will be provided.
5.5. Dermal filler top ups are chargeable.

6. REFUNDS

6.1. Treatment fees cannot be refunded once the service has been provided.
6.2. Refunds are not given for adverse reactions, complications, or dissatisfaction with treatment outcomes, as fees are charged for professional time, expertise, and products used.
6.3. Products purchased are non-refundable unless faulty. Faulty products must be returned to the clinic for assessment before a refund can be processed.

7. LIABILITY

RISK OF CLINICAL COMPLICATIONS
The health and safety of our patients is our top priority and while we will do our best to ensure a satisfactory outcome, no clinical procedure is entirely risk-free and results cannot be guaranteed. Potential risks and complications, including your personal risk profile, will be discussed during your consultation and documented in the consent form. In the unlikely event of a complication, we will provide treatment to the best of our ability. If further treatment is required outside our expertise, arrangements will be made for you to receive treatment through the NHS or, if you prefer, privately at your own cost. This does not affect your statutory rights in relation to negligence or the duty of care owed to you by our clinicians.

7.1. Solunexa Medispa will not be liable for any loss, damage, or expenses incurred as a result of late arrival, cancellation, or rescheduling of your appointment, except for refunding fees in accordance with Clause 2.
7.2. It is your responsibility to provide full and accurate medical information prior to treatment. We will not be liable for any complications arising from omitted or inaccurate details.
7.3. Nothing in these Terms shall exclude or limit our liability for death or personal injury caused by our negligence.

8. DATA PROTECTION

8.1. All personal information will be collected, processed, and stored in line with the UK GDPR and Data Protection Act 2018.
8.2. For details on how we use your personal data, please refer to our Privacy Policy.

9. LAW AND JURISDICTION

9.1. These Terms and Conditions, the Contract, and the relationship between you and us shall be governed by, and construed in accordance with, the law of England & Wales.
9.2. Any dispute, controversy, or claim relating to these Terms shall be subject to the exclusive jurisdiction of the courts of England & Wales.

10. CHILDREN

10.1. We do not permit you to be accompanied at the clinic’s premises by any children under the age of 16 as we do not have an appropriate member of staff to supervise them;
10.2. We do not permit children to accompany you into the treatment rooms. If a patient brings any children with them they must have an accompanying adult to chaperone the child whilst the patient is being consulted or treated.
10.3. Failure to bring an adult chaperone with any children will result in the consultation/treatment being cancelled and loss of consultation fees and/or deposit.

11. DOCUMENTS AND RECORDS

11.1. All patients must complete a registration form and provide contact details including full name, date of birth, address, telephone numbers and email address;
11.2. All patients must complete a medical questionnaire at their first appointment, which is required for the consultation and treatment planning;
11.3. All patients will be asked to review and /or update their medical questionnaire at each appointment and will be asked to sign to confirm that their details remain accurate;
11.4. All patients will be asked to sign a consent form prior to any treatment. You have the right to change your mind to treatment at any time, even after you have signed the consent form;
11.5. We will keep records and case documents for each patient registered with us.

12. MENTAL HEALTH DISORDERS AND AESTHETICS

12.1. Patients considering aesthetic treatments should have realistic expectations, focusing on improvement rather than perfection. While every effort will be made to achieve a satisfactory outcome, complications or less-than-satisfactory results may occur and sometimes require additional treatment.
12.2. Patients are strongly encouraged to discuss with their practitioner any history of significant emotional depression, anxiety, or mental health disorders before proceeding with treatment, as this may affect suitability for certain procedures.
12.3. Although many individuals experience psychological benefits following aesthetic treatments, effects on mental health cannot be guaranteed or accurately predicted.
Nothing in this section affects your statutory rights or our duty of care to you as a patient.

13. FEEDBACK

13.1. All feedback is appreciated, both positive and negative. Feedback is used to review and improve the quality of service. You may submit your feedback verbally, in writing, via email, on social media or via the clinic website.

14. COMPLAINTS

14.1. We always welcome feedback from our patients and, whilst we always use all reasonable endeavours to ensure that your experience as a patient of ours is a positive one, we nevertheless want to hear from you if You have any cause for complaint. If you have a complaint about our services or any other complaint about the clinic or any of our staff, please raise the matter with the clinic manager who can be contacted at the clinic or by phone or email or post. A copy of our Complaints Policy is available on request.

15. CHANGES TO TERMS AND CONDITIONS

15.1. We may from time to time change these Terms and Conditions without notice, but an up to date version will be available on our website.

16. NO WAIVER

16.1. No failure or delay by us or you in exercising any rights under these Terms and Conditions means that we or you have waived that right, and no waiver by us or you of a breach of any provision of these Terms and Conditions means that we or you will waive any subsequent breach of the same or any other provision.

17. SEVERANCE

17.1. If any provision of these Terms and Conditions is held by any competent authority to be invalid or unenforceable in whole or in part the validity of the other provisions of these Terms and Conditions and the remainder of the provision in question shall not be affected.

18. THIRD PARTY RIGHTS

18.1. These Terms and Conditions do not give rise to any rights to anyone that is not a party to the contract under the Contracts (Rights of Third Parties) Act 1999 to enforce any term of the agreement.

19. ENTIRE AGREEMENT

19.1. Each party acknowledges that, in entering into these Terms and Conditions, it does not rely on any representation or statement not expressly set out in these Terms and Conditions, except in respect of any fraudulent misrepresentation. Nothing in this clause shall limit or exclude any liability for fraud.