BOOKING POLICY

• If you need to reschedule or cancel your appointment, please inform us 48 hours notice prior to your appointment. Failure to give us 48 hours notice will result in the loss of your appointment from your prepaid course of treatment or deposit. CLINICITY sends out a reminder of appointment via SMS and email at least 24 hours prior and to your appointment, however, this is NOT to be confused as a reminder of your 24-hour notice of cancellation.

• All doctors, nurses and therapist at CLINICITY are trained and approved in accordance with the company’s treatment protocols and therefore CLINICITY does not guarantee continued treatment with specific named nurse or therapist.

• Please arrive at least 10 minutes prior to your appointment in advance so that the necessary paperwork can be completed. Late arrival may result in reduced treatment time or forfeiting of the appointment.

• Prior to your appointment, we will inform you of any preparation required for your treatment. If you do not follow the guidance this may result in cancellation of your appointment, reduced treatment time, or additional fees being charged.

• CLINICITY will endeavour to ensure that your appointment runs on time. However, should we need to cancel your appointment at short notice, we will make every effort to contact you in advance. All treatments cancelled by CLINICITY will be rebooked as soon as convenient for our client.

• If you are unable to attend your appointment, please contact us at least 48 hours prior to your appointment. Any cancellation within 48 hours of your appointment will result in the loss of the treatment from your course pack or your deposit being redeemed.

• If you do not attend to your appointment, this will result in the loss of your deposit, or your treatment will being redeemed.

• Late arrival to your appointment may result in a reduction in your treatment or forfeit of the appointment.

• Our cancellation policy is in place to ensure that we are able to maximise our appointment availability. This ensures that we are able to offer a cancelled appointment time to a client who needs it.

• Should you need to cancel or reschedule we kindly ask that you call us at least 48 hours before your appointment. Any cancellation within 48 hours will result in your deposit or treatment being redeemed.

• Our cancellation policy is in place to ensure that we are able to maximise our appointment availability. This ensures that we are able to offer a cancelled appointment time to a client who needs it.

• Should you need to cancel or reschedule we kindly ask that you call us at least 48 hours before your appointment. Any cancellation within 48 hours will result in your deposit or treatment being redeemed.

• Payment Protection will be applied automatically upon cancelling the appointment.

• To secure an appointment with CLINICITY, a refundable deposit is required.

• For a consultation a deposit of £30 will be charged to your debit or credit card at the time of booking, to secure the appointment. Your deposit will then be redeemed against the value of the treatment or consultation. If consultation are free of charge the deposit fully refundable.

• For treatment a deposit of 25% of the treatment value will be charged to your debit or credit card at the time of booking.

• No deposit is required when booking a treatment from a pre-paid course.

• Deposit which remain unclaimed within 12 months will be redeemed.

• Our cancellation policy is in place to ensure that we are able to maximise our appointment availability. This ensures that we are able to offer a cancelled appointment time to a client who needs it.

• We take a fully refundable deposit of 25% of the treatment value when booking a single treatment. The deposit can be redeemed against treatment fees. Should you need to cancel or reschedule your appointment, we kindly ask that you call us no less than 48 hours-notice prior to your appointment. Please be aware of our business opening hours when calling to reschedule or cancel, to ensure you give us the correct notice period. Any cancellation within 48 hours will result in your deposit being redeemed.

• If arrival is delayed it is not always possible for us to accommodate your full appointment, which means your appointment time may have to be shortened or cancelled. We will always try to accommodate last-minute changes if we can however this is only if the appointment is available for a later time. Please be aware that with certain skin treatments we may require you to arrive 45 minutes prior to your appointment for the application of numbing cream. Please be advised any lateness may mean the treatment is cancelled if staff members do not feel they can perform treatment without numbing cream having been applied.

We take a fully refundable deposit of 25% of the treatment value when booking a single treatment. The deposit can be redeemed against treatment fees. Should you need to cancel or reschedule your appointment, we kindly ask that you call us no less than 48 hours-notice prior to your appointment. Please be aware of our business opening hours when calling to reschedule or cancel, to ensure you give us the correct notice period. Any cancellation within 48 hours will result in your deposit being redeemed.

No deposit is required when booking a treatment from a pre-paid course of treatment. Should you need to cancel or reschedule your appointment, we kindly ask that you call us no less than 48 hours-notice prior to your appointment. Please be aware of our business opening hours when calling to reschedule or cancel, to ensure you give us the correct notice period. Any cancellation within 48 hours will result in your deposit being redeemed.

We will always assess whether treatment is suitable for you, prior to any treatment being carried out. It is the client’s responsibility to ensure that they provide CLINICITY with relevant medical history and medication details prior to each treatment. We cannot treat any clients who are under 18, pregnant or breast-feeding.

• CLINICITY 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.

• It is the client’s responsibility to ensure that he/she 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.

• The client agrees to comply with all instructions and/or recommendations given to them by, or on behalf of, CLINICITY technicians regarding the care of a treated area.

• We always try to give the best service possible, but there may be times when you feel that this has not happened. you are entitled to submit a complaint, either verbally, by telephone or in writing to our complaints department at info@clinicity.com

• The member of staff who initially receives the complaint will convey the details to the complaints department and you will receive an acknowledgement within two working days of lodging the complaint that an investigation into the matter is underway.

• During the course of the investigation, we may contact you for further information via email or telephone and require you to attend an additional consultation meeting with the practitioner involved in your treatment if needed. If you are not satisfied with this initial attempt at resolution or have any objection to being seen by this practitioner, the complaints department will review your case.

• To find out more regarding complaints, visit the CLINICITY Complain procedure.

• Children are welcome into our clinic; however, our staff are regrettably not able to supervise children during treatments for health and safety and insurance purposes. We politely ask that you do not bring your children along with you unless they are supervised by another adult.

· The staff at CLINICITY will refuse treatment to any clients who are disruptive and obviously under the influence of alcohol or drugs. (This does not include clients who are receiving prescribed medication).

At The CLINICITY, we committed to provide a high-quality service. When something goes wrong with our care, treatment or service provision, the most effective way to resolve any concern is by letting Clinic Manager or Therapist 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.

It is best to make your complaint as soon as possible, as memories will be fresher and it will be easier to investigate the facts. You should normally make your complain within six months of the incident you are concerned about.

We will always aim to resolve your complain as soon we receive it however where this is not possible the complaint will be investigated by the Clinic Manager and you will receive an acknowledgment of your complaint with 2 working days. This may be by email, letter or telephone.

The Clinic Manager will provide you with a written response within 28 days from acknowledgment of your complain. If the complaint investigation takes longer than anticipated we will keep you informed of the reason for the delay, the progress of the investigation and the proposed date it will be completed.

When the investigation has been completed, you will be informed of its outcome in writing. If you are not happy with the response that you have received from the Clinic Manager your complain will be escalated to our Senior Management Team. Your complain will be acknowledged by a member of the Senior Management Team and a full response will be provided following ana investigation within 28 days, if investigation will take longer in which case you will be kept informed.

Should you remain unhappy with our final response or investigation you may be able to refer your complaint to the Independent Sector Complaints Adjudication Service at www.iscas.org.uk . You must do this within six months of the date of the final response.