Terms & Conditions

By proceeding with any booking or purchase, you acknowledge that you have read, understood, and agree to be bound by these Terms and Conditions.

Eligibility

All treatments are subject to a mandatory consultation to assess the patient’s suitability. Enhance Skin London reserves the right to refuse treatment if it is deemed unsuitable for the patient’s health or well-being.

Consultation

Complimentary consultations are available for new clients by appointment only, subject to availability. Please contact us to schedule your consultation.

Treatment Plan

Results may vary between individuals. A personalised treatment plan will be provided following the initial consultation. Enhance Skin London does not guarantee specific outcomes.

Payment

Payment for treatments is due at the time of service, unless otherwise agreed in writing. Packages are available for purchase. For ‘Pay As You Go’ (PAYG) clients, a deposit may be required to secure your next appointment.

Safety

All treatments are conducted under strict health and safety protocols to ensure client well-being. Clients are required to follow all pre-treatment and aftercare instructions provided.

Side Effects

Clients will be informed of potential side effects and aftercare procedures during the consultation. It is the client’s responsibility to disclose all relevant medical history and medications prior to treatment.

Important Notice

Enhance Skin London, trading under HA LDN LTD (Registered in England at 20 Wenlock Road, London, N1 7GU, Company no. 15334507), hereinafter referred to as “Enhance Skin London”, strives to provide accurate product and pricing information. However, errors in pricing or typographical errors may occur during website updates, emails, and maintenance. In the event that an item is listed at an incorrect price or with incorrect information due to an error, Enhance Skin London reserves the right to refuse or cancel any orders placed for that item. If an item’s correct price is higher than the stated price, we will, at our discretion, contact you for instructions before dispatching or cancel your order and notify you of such cancellation.

By booking any treatment, you confirm that you have read, understood, and agree to be bound by these terms and conditions.

Cancellation Policy

If you need to cancel or reschedule your appointment, please provide at least 48 hours’ notice to avoid any charges.
For cancellations made with less than 48 hours’ notice, or in the case of no-shows, the full cost of the session will be charged or, if you are on a package, the session will be deducted from your remaining balance.
These policies are necessary to ensure efficient scheduling and availability for all clients.

Refunds and Returns Policy

Refunds for Treatments

If you decide to cancel your treatment within 14 days of purchase and no sessions have been redeemed, you are entitled to a full refund, in accordance with the Consumer Contracts Regulations 2013.
If you have commenced your treatment within the 14-day cancellation period, you will be charged for the sessions used at the pay-as-you-go rate, and the remaining balance will be refunded.
If, for medical reasons, you are advised not to continue with your course of treatments, please provide a medical certificate or letter from a qualified medical practitioner. In such cases, you will receive a refund for any unused sessions, calculated at the package discount rate.

Retail Product Returns

Unopened retail products can be returned within 14 days of purchase for a full refund, provided they are in their original condition and packaging.
Please note that for hygiene and safety reasons, we cannot accept returns of opened or used products unless they are faulty.

Amending Packages or Refunds

Should you wish to amend your package or request a refund, please contact Enhance Skin London within the first 14 daysof purchase. We are here to assist you.

Client Safety and Liability

While we take all reasonable precautions to ensure your safety, Enhance Skin London cannot be held liable for unforeseeable adverse reactions resulting from treatments, provided all instructions and advice have been followed.
It is essential that clients disclose all relevant medical history, conditions, allergies, and medications prior to treatment. Failure to do so may affect the results of your treatment and our ability to provide safe services.
Nothing in these terms shall limit or exclude our liability for death or personal injury caused by our negligence, or any other liability that cannot be excluded or limited by English law.

Complaints Procedure

At Enhance Skin London, we pride ourselves on delivering outstanding professional customer service to all our clients. We treat all our clients with the utmost care, compassion, and respect. However, there may be times when the service you have received does not meet the high standards that we aim to deliver.

Should this happen, the most effective way to resolve any concern is by letting the Clinic Manager or Practitioner know immediately after the service or treatment that you have received. They will listen to your concern and aim to resolve your complaint efficiently and effectively. You can also contact us via phone on 0203 576 1171 or via email at info@enhanceskinlondon.com.

You should normally make your complaint within six months of the incident you are concerned about. Enhance Skin London may be willing to investigate complaints after this time where there is a realistic opportunity for a fair and effective investigation and if you have a good reason for not acting sooner.

Complaints Process & Timeline

If you wish to voice your complaint, you can do so in person at the clinic, by phone, or via email at info@enhanceskinlondon.com.
Your complaint will be acknowledged within 48 hours in person, by phone, or email depending on how you contacted us.
After it has been acknowledged, it will be passed to the relevant member of the Management Team (Clinic Manager or Company Trainer) who will investigate and contact you within 2-5 working days to discuss further and provide a resolution.
If you are not satisfied with the outcome, please escalate it by sending an email to info@enhanceskinlondon.com. At the escalation stage, your complaint will be passed to Senior Management. They will review your complaint and the resolution provided, then contact you within 2-5 working days with a final outcome.
Should the investigation take longer than this, we will update you every 7 working days.

Clinic Transfer Policy

Due to treatment records and continuity of care, treatments cannot be transferred between different clinic locations. Clients must complete their course of treatments at the clinic where the package was purchased. If you wish to receive treatments at a different location, a new course must be purchased.

COVID-19 Update on Refunds

Any refund requests must be notified to the clinic within the first 14 days of purchase.
Due to the pandemic, we are unable to offer refunds for clients who are relocating. However, we can transfer your remaining package to a friend or family member upon request.
Refunds for finance agreements taken out through Omniport cannot be issued unless within the statutory cooling-off period of 14 days.
Refunds are only available on the basis of a medical condition that prevents you from receiving treatment, with supporting documentation from a qualified medical practitioner. Please note that pregnancy is not considered a medical condition for refund purposes, but your package does not expire and can be used at a later date.
Please contact your assigned clinic to request a refund. Your request will be acknowledged within 72 hours. Refunds will be processed once we have received and verified the medical documentation.
Enhance Skin London is committed to assisting you during these times and ensuring you have a positive experience with us.

Medical and Physical Conditions

It is essential that you inform us prior to booking your treatments if you have any medical conditions, including but not limited to high blood pressure, heart conditions, diabetes, epilepsy, allergies, if you are pregnant or breastfeeding, or have a history of skin pigmentation disorders. This information is vital to ensure your safety and the suitability of treatments.

Payment Policy

Payment for treatments must be received prior to the commencement of each booked appointment, unless otherwise agreed in writing.
Payment can be made in full or through our approved finance options. For finance agreements, a deposit of 20% is required before treatment begins.
If you refuse to pay in advance, we reserve the right to refuse treatment.
Instalments must be paid at the agreed intervals as outlined in your finance agreement. Failure to meet payment obligations may result in suspension or termination of treatments.

Practitioners

While we strive to accommodate your preferences, we cannot guarantee that you will be treated by a specific practitioner or a practitioner of a specific gender. All our practitioners are fully trained and qualified to deliver treatments to the highest standards, ensuring your comfort and safety. If you have any particular requirements or concerns, please inform us in advance, and we will make reasonable efforts to accommodate your needs.

Claims

Effectiveness: Claims regarding the effectiveness of our treatments are based on clinical studies, scientific evidence, and client testimonials. Individual results may vary, and we do not guarantee specific outcomes.
Safety and Sterility: Our treatments are conducted in accordance with certified medical standards and practices to ensure safety and sterility.
Enhanced PRP: Statements comparing Enhanced PRP to traditional PRP are based on internal research, clinical data, and client outcomes. The claim that “1 Enhance PRP™ session equals 3 traditional PRP sessions” reflects our findings; however, individual experiences may vary.
Promotional Material: All claims made in our promotional material are believed to be accurate and are intended to inform clients of potential benefits. We strive to ensure all advertising complies with relevant regulations and guidelines.

Make-Up

Please remove make-up, deodorant, perfume, and oil-based products before your treatment. Our practitioners will cleanse the treatment area; however, residual products within the skin pores may affect treatment efficacy or cause adverse reactions. We strongly recommend thorough cleansing prior to your appointment to achieve the best results.

Liability Policy

Enhance Skin London shall not be liable for any indirect or consequential loss or damage arising out of or in connection with the provision of goods and services.
We shall not be liable for any loss of profits, business, or anticipated savings.
Nothing in these terms shall limit or exclude our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability which cannot be excluded or limited under English law.
It is the client’s responsibility to ensure that all personal details and medical information provided to us are accurate and up-to-date. We shall not be liable for any damages that result from the client’s failure to disclose relevant information.

Machine Maintenance Policy

In the event that equipment requires maintenance or repair, we may need to reschedule your appointment. We will notify you as soon as possible to arrange an alternative appointment time. We apologise for any inconvenience caused and will endeavor to accommodate your scheduling needs.

Friend Referral Policy

The referrer must be an existing client of Enhance Skin London.
A £50 credit will be applied to the referrer’s account once the referred friend purchases their first treatment with a minimum spend of £200.
The credit is valid for 6 months from the date it is applied.
There is no limit to the number of friends you can refer.
Credits cannot be redeemed against retail products or injectable treatments.
No cash alternative is available. Credits must be used in full; no change or credit for unused amounts will be given.
Credits cannot be combined with other offers or promotions.

Newsletter Discounts & 10% OFF

We offer various discounts through our newsletter, including a 10% discount for first-time sign-ups.
Discounts are valid online only and are subject to exclusions on certain treatments and retail products.
Discounts cannot be combined with other promotions or discounts and have no cash value.
Enhance Skin London reserves the right to withdraw or refuse any discount without prior notice.

Neighbourhood Discount Policy

A 20% Neighbourhood Discount is available to clients in the local community upon presentation of a valid Neighbourhood Discount card.

The discount cannot be combined with other promotions or online discounts and has no cash value.
Enhance Skin London reserves the right to withdraw or refuse the discount without notice.

Performers / NHS / Student Discount – Holborn Branch

We offer a 20% discount for Performers, NHS staff, and Students at our Holborn branch.

A valid ID or proof of status must be presented to receive the discount.
Discounts cannot be combined with other promotions or online discounts and have no cash value.
Enhance Skin London reserves the right to withdraw or refuse the discount without notice.

Performers / NHS / Student Discount – Peterborough Branch

We offer a 10% discount for Performers, NHS staff, and Students at our Peterborough branch.

A valid ID or proof of status must be presented to receive the discount.
Discounts cannot be combined with other promotions or online discounts and have no cash value.
Enhance Skin London reserves the right to withdraw or refuse the discount without notice.