Terms & Conditions

IMPORTANT NOTICE

While 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 “Enhanced Skin London”, strives to provide accurate product and pricing information, pricing or typographical errors may occur during website upgrades, emails, and maintenance. In the event that an item is listed at an incorrect price or with incorrect information due to an error in pricing or product information, Enhance Skin London shall have the right, at our sole discretion, to refuse or cancel any orders placed for that item. In the event that an item is mispriced, Enhance Skin London may, at our discretion, either contact you for instructions or cancel your order and notify you of such cancellation.

Set out below are some of the terms on which Enhance Skin London provides service to its clients. Please ensure that you have read and fully understood them prior to booking any treatment.

Cancellation Policy

A session will be redeemed or a charge will be applicable for clients who do not provide 48 hours’ notice. Depending on whether you are on a course of treatments or purchasing a single session:

• If you give at least 48 hours’ notice of cancellation, no penalty will be incurred.
• If you cancel less than 48 hours before your appointment or do not show up for your booked appointment, then you will lose that session.

Refunds/Returns Policy

Enhance Skin London values your satisfaction and strives to provide excellent service. Here is our refund policy for your convenience and peace of mind.

Refunds for Treatment:

• We understand that circumstances may change. 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.
• If, for any medical reason, you are advised not to continue with your course of treatments, please obtain a medical report from your doctor. In such cases, you will receive a full refund for unused sessions.
• If you have used any sessions, the pay-as-you-go cost for those sessions will be deducted from your refund value.

Retail Product Returns:

• Unopened retail products can now be returned within 14 days of purchase for a refund.
• We want you to feel confident in your purchase. If you’re unsatisfied with any unopened retail products, simply return them within the specified timeframe for a refund.

Client Safety:

• For your safety, Enhance Skin London cannot be held responsible for any unknown side effects that may occur as a result of having laser & any machinery treatments.
• Non-attended appointments not cancelled within terms will count as a treatment used.

Amending Packages or Refunds:

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

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 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: info@enhanceskinlondon.com Your complaint will be acknowledged within 48 hours in person, by phone, or email depending on the way you have decided to bring it to our attention. After it has been acknowledged, it will be passed to the relevant member of the Management Team depending on the nature of the complaint (Clinic Manager or Company Trainer) which they will investigate and contact you within 2-5 working days to discuss further and provide a resolution. In the event you are not satisfied with the outcome, please escalate it by sending us an email to: info@enhanceskinlondon.com which at the escalation stage will be passed to Senior Management. They will review your complaint and resolution provided, then will contact you within 2-5 working days with a final outcome. Should the investigation take longer than this, the complaint will be updated every 7 working days.

Clinic Transfer Policy

Please note we cannot transfer treatments from clinic to clinic due to treatment records, and clients must continue and finish their course at the chosen/paid clinic. If you wish to transfer, it must be a new treatment or course.

COVID Update on Refunds

Any refund requests will need to be notified to the clinic within the first 14 days of purchasing. Due to the pandemic over the last year, Enhance Skin London is not able to refund for anyone who is relocating. We are able to transfer your remaining package to a friend or family member. We are not able to issue any refund for finance taken from Omniport (unless within the cooling off period of 14 days). Refunds are only able to be issued on the basis of a medical condition with a doctor’s document provided. We do not consider pregnancy as a medical condition. We will only be able to issue a refund on long-term medical conditions, as all our packages do not have an expiry date, so you are able to use them at any time in the future. Please contact your assigned clinic for a refund request. Your refund will be acknowledged within 72 hours and will only be issued once we have received the medical document, which will be confirmed by a member of our team. Enhance Skin London will do our utmost to assist and help you within your journey going forward.

Medical and Physical Conditions

Please notify us before booking your treatments if you have high blood pressure, special physical concerns, diabetes, if you are pregnant, or have a history of skin pigmentation.

Payment Policy

Correct payment must be received before treatments start at each booked appointment. This is generally in full or can be made via our finance option. If you refuse to pay in advance, we have the right to refuse to treat you. Instalments must be paid at correct intervals as agreed by the clinic. If undertaking our finance option, a deposit of 20% must be taken prior to the commencement of treatment.

Practitioners

While we will make every effort to meet your request, we cannot guarantee a specific practitioner or a practitioner of a specific gender. All practitioners are trained in all undertaken treatments and protocols to ensure your comfort and treatment efficacy at all times.

Claims

• Effectiveness: Claims about the effectiveness of any treatments are based on clinical studies and client testimonials. Individual results may vary.
• Safety and Sterility: Our claims regarding safety and sterility are backed by our adherence to certified medical standards and practices.
• Enhanced PRP: Statements comparing Enhanced PRP to traditional PRP are based on clinical data and technological advancements in our treatment methods. The claim that “1 Enhance PRP™️ session equals 12 traditional PRP sessions” is derived from internal research and client outcomes.
• Promotional Material: All claims made in promotional material are accurate to the best of our knowledge and are intended to inform potential patients of the benefits.

Make Up

Please be advised that make-up, deodorant, perfume, and oil-based products must be removed prior to treatments. Practitioners will cleanse the area; however, we cannot be held responsible for any visual product that may lay dormant in the skin pores, which can cause an adverse reaction.

Liability Policy

Enhance Skin London will not be liable in contract, tort, or otherwise for any economic loss (including, without limitation, loss of profit), or for any other special, indirect, or consequential loss or damage arising out of, or in connection with, its provision of any goods and/or services to the client. Your statutory rights will be protected. It is the client’s responsibility to ensure that they provide us with all relevant medical details prior to each treatment. We will not be liable for any damage that occurs as a result of the client’s failure to disclose such details.

Machine Maintenance Policy

In the event of machine maintenance, we will need to reschedule your appointment and will aim to notify you at the earliest

Friend Referral Policy

• Referrer must be an existing client of Enhance Skin London
• Credit is valid for 6 months
• Credit is only valid once the new client purchases their first treatment. Minimum spend is £200
• There is no maximum number of friends you can refer
• Credit cannot be redeemed against retail products or injectables treatments
• No cash alternative can be offered
• £50 credit must be used in full. No change can be given or carried forwards
• Cannot be used in conjunction with any other offers

Neighbourhood Discount Policy
We offer a 20% Neighbourhood Discount to our valued clients in the local community. Present a valid Neighbourhood Discount card for an exclusive 20% discount, not combinable with other promotions or online discounts, and holds no cash value; Enhance Skin London reserves the right to withdraw or refuse the discount without notice.

Performers / NHS / Student Discount Holborn Branch Policy

We offer:
20% Discount for Performers
20% Discount for NHS
20% Discount for Students

Above discounts are not combinable with other promotions or online discounts, and holds no cash value; Enhance Skin London reserves the right to withdraw or refuse the discount without notice. A valid ID of proof will need to be presented for NHS/Student discount.

Performers / NHS / Student Discount Peterborough Branch Policy

We offer:
10% Discount for Performers
10% Discount for NHS
10% Discount for Students

Above discounts are not combinable with other promotions or online discounts, and holds no cash value; Enhance Skin London reserves the right to withdraw or refuse the discount without notice. A valid ID of proof will need to be presented for NHS/Student discount.