This policy applies to all appointments, consultations, treatment courses and prepaid treatments booked with Imogen’s Laser & Skin Clinic.

Appointments

Appointments can be booked and amended through our Vagaro online booking system or by contacting the clinic.

Availability is limited, particularly for longer appointments. Clients purchasing a treatment course are encouraged to book several appointments in advance to secure suitable dates and maintain the recommended treatment schedule.

Booking Deposits

A £25 booking deposit is required to secure all appointments, including consultations.

The deposit forms part of the treatment price and will be deducted from the amount payable when you attend. For consultations, it will be credited towards treatment if you choose to proceed.

An appointment is not confirmed until the required deposit has been received.

Payments and Treatment Courses

Single treatments must be paid for in advance or on the day of treatment.

Payment in full for a treatment course is normally required at the first appointment.

Where a payment plan has been agreed, the first instalment is due at the first treatment and the remaining instalments must be paid on the agreed dates. Any alternative arrangement must be confirmed in writing.

Consultations and Patch Tests

A consultation will be completed before treatment to assess suitability, discuss expectations and explain potential risks, benefits and aftercare.

Some treatments require a patch test. This must be completed within the timeframe advised by the clinic before treatment can proceed.

72-Hour Cancellation Policy

A minimum of 72 hours’ notice is required to cancel or reschedule an appointment.

If at least 72 hours’ notice is provided, your booking deposit may be transferred to a rearranged appointment.

If you cancel or reschedule with less than 72 hours’ notice:

• Your £25 booking deposit may be retained.
• If the appointment is part of a prepaid course, one session may be deducted where this reasonably reflects the clinic’s loss.
• Where the clinic’s loss exceeds the deposit, a reasonable cancellation charge may apply.

When deciding whether an additional charge is appropriate, the clinic will consider the length and value of the appointment, whether the space was filled and any costs that were avoided.

Missed Appointments and No-Shows

Failure to attend without notice may result in a reasonable charge of up to the full value of the reserved appointment.

If the appointment is part of a prepaid course, one session may be deducted.

A £50 booking deposit may be required to secure future appointments following a no-show. This will be credited towards the treatment when you attend.

Late Arrivals

Please contact the clinic as soon as possible if you are running late.

Late arrival may result in reduced treatment time. If there is insufficient time to perform the treatment safely, the appointment may need to be rescheduled and the late-cancellation terms may apply.

Treatment Preparation

Clients will be advised of any preparation required before treatment. This may include shaving, removing makeup or skincare products and avoiding sun exposure or tanning.

If treatment cannot safely proceed because the preparation instructions were not followed, the appointment may need to be postponed. Where the clinic was not given sufficient notice, the late-cancellation terms may apply.

Treatment Results

Results vary between individuals and cannot be guaranteed. Outcomes depend on factors including skin or hair type, medical history, lifestyle, treatment response and compliance with preparation and aftercare instructions.

A refund will not be provided solely because the result differs from the client’s expectations where the treatment was performed correctly, suitability and realistic expectations were discussed, and appropriate aftercare advice was provided.

This does not affect your statutory rights where a treatment has not been provided with reasonable care and skill.

Treatment Courses and Refunds

Treatment courses are offered at a discounted price based on completion of the agreed course.

Once a course has commenced, refunds are not automatically available. Where a course refund is approved or legally required:

• Treatments already received will be recalculated at the standard single-treatment price.
• Any applicable late-cancellation or missed-appointment charges will be deducted.
• Reasonable losses or costs already incurred by the clinic may be deducted.
• Any remaining eligible balance will be refunded.

Course sessions cannot be transferred to another person unless agreed in writing by the clinic.

Courses must be completed within their stated validity period. Unused sessions are not automatically refundable after expiry. Reasonable extensions may be considered in exceptional or medically supported circumstances.

Single Treatments

Treatments that have already been provided are non-refundable unless the client has a legal right to a remedy.

A prepaid single treatment that has not yet been provided may be refundable, subject to the cancellation terms, any treatment preparation already supplied and any reasonable loss or cost incurred by the clinic.

Medical Contraindications

If a new medical contraindication prevents treatment from proceeding or continuing, the clinic may request appropriate written medical confirmation.

Where a refund is approved, treatments already received will be deducted at the standard single-treatment price, together with any reasonable costs already incurred. Any remaining eligible balance will then be refunded.

Online and Telephone Purchases

Where a statutory 14-day cancellation period applies to a treatment or course purchased online or by telephone, you may cancel within that period.

If you expressly request treatment to begin during the 14-day period, you may be required to pay a proportionate amount for services already provided.

Your cancellation right may end once the service has been fully performed, provided you requested early performance and acknowledged this before treatment commenced.

Clinic Cancellations

If the clinic needs to cancel or reschedule your appointment, your booking deposit or course session will be transferred to the rearranged appointment.

If you do not wish to rearrange, payment for treatment that has not been provided will be refunded.

Refund Requests

Refund requests must be submitted to the clinic in writing and will be considered individually.

Approved refunds will be returned using the original payment method wherever possible. Any reasonable costs deducted from a refund will be explained before it is processed.

Agreement

By booking an appointment or purchasing a treatment or course, you confirm that you have had the opportunity to read and understand this Booking, Cancellation and Refund Policy.

Nothing in this policy limits or removes your statutory consumer rights.

All practitioners are fully trained and certified in accordance with clinic protocols. We do not guarantee continued treatment with a specific practitioner.

Please arrive at least 10 minutes early to allow time for consultation and paperwork. Late arrival may result in reduced treatment time or cancellation of your appointment.

We aim to run all appointments on time; however, in the event we need to cancel your appointment at short notice, we will contact you as soon as reasonably possible.

Clients will be advised in advance of any treatment preparation required, including shaving, removal of makeup, and avoidance of sun exposure.

If, upon arrival, it is deemed unsafe to proceed due to sun exposure or tanning, your appointment may be postponed.

Makeup, deodorant, perfume and oil-based products must be removed before treatment. While the practitioner will cleanse the area, we cannot be held responsible for any residue left in skin pores that may cause adverse reactions.

Pricing, Offers and Promotions

We reserve the right to amend treatment prices at any time without prior notice.

Promotional offers, discounts, and packages cannot be exchanged, transferred, or combined with any other offer, promotion, or discount unless explicitly stated.

Cryotherapy Treatment Pricing

Please note that cryotherapy treatment plans may require more than two sessions to achieve optimal results.

• The cost of the first two treatments is included in the initial pricing. Any third or subsequent treatments will be charged at a reduced session rate, which will be advised at the time of booking or consultation.