Client Policies
Skin Principles is committed to providing safe, professional and respectful care. We welcome feedback and take concerns seriously.
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If you are unhappy with any aspect of your treatment, service or experience, we encourage you to contact us as soon as possible so that we have the opportunity to understand and address your concerns.
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How to make a complaint
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Complaints can be made by email, telephone or in writing.
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Please provide, where possible:
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Your full name and contact details
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The date of your appointment
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The treatment or service concerned
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Details of your concern
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Any relevant information that may help us investigate
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We will acknowledge a formal complaint within 5 working days.
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We aim to investigate and provide a full response within 20 working days. Where further investigation is required, we will let you know and provide an updated timeframe.
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Relevant consultation records, treatment notes, clinical photographs and other documentation may be reviewed as part of the investigation.
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Where a concern relates to a prescription treatment, complication or other clinical matter, the prescribing clinician or another appropriate healthcare professional may be involved where necessary.
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Concerns following treatment
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If you are concerned about a reaction, unexpected symptom or possible complication following treatment, please contact Skin Principles promptly rather than waiting to use the formal complaints process.
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We may ask you to provide photographs or attend a review appointment so that the concern can be appropriately assessed.
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If symptoms require urgent or emergency medical attention, clients should contact the appropriate NHS service or call 999 in an emergency.
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Confidentiality
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Complaints are handled sensitively and confidentially. Information will only be shared where necessary to investigate the concern, provide appropriate care, meet our professional or legal responsibilities, or protect the safety of the client or others.
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Our aim is always to resolve concerns fairly, professionally and constructively and to use feedback to improve our services.
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Privacy Notice
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Skin Principles respects your privacy and is committed to protecting your personal information.
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Skin Principles is registered with the Information Commissioner's Office (ICO) and processes personal information in accordance with applicable UK data protection legislation, including the UK General Data Protection Regulation (UK GDPR) and Data Protection Act 2018.
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Because we provide skin and aesthetic treatments, some of the information we process may include health information. Health information is considered special category personal data and is handled with additional care.
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Information we may collect
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Depending on your interaction with Skin Principles, we may collect:
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Your name, date of birth and contact information
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Address where required
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Appointment and booking information
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Relevant medical history
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Allergies, medications and contraindications
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Pregnancy or breastfeeding information where relevant to treatment safety
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Previous treatments
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Skin concerns and treatment goals
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Consultation and treatment records
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Treatment products, devices and protocols used
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Batch or lot information where applicable
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Clinical photographs
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Correspondence between you and Skin Principles
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Payment and transaction information
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Consent records
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Complaints, adverse events or treatment concerns
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Marketing preferences
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We only request information that is relevant to providing our services, operating the clinic, meeting our professional responsibilities or complying with applicable legal requirements.
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Why we use your information
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Your information may be used to:
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Arrange and manage appointments
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Assess whether a treatment is appropriate and safe
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Provide consultations and treatments
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Maintain accurate treatment and clinical records
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Provide aftercare and follow-up support
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Contact you regarding your appointments or treatment
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Process payments
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Manage complaints or treatment concerns
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Maintain appropriate clinical and business records
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Meet insurance, regulatory, professional and legal obligations
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Send marketing communications where you have agreed to receive them
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Where health or other special category information is processed, Skin Principles will identify and document an appropriate lawful basis and condition for processing as required by data protection law.
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Clinical photographs
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Photographs may be recommended or required as part of your clinical record to document your skin, treatment area, treatment planning or treatment progress.
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Clinical photography is separate from permission to use photographs for advertising, social media, the Skin Principles website or other promotional purposes.
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Clinical photographs will not automatically be used for marketing.
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Where we wish to use identifiable client photographs for marketing or promotional purposes, separate permission will be requested. You may decline marketing photography without affecting your ability to receive treatment.
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Sharing your information
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Skin Principles does not sell your personal information.
Information may be shared where reasonably necessary with organisations or professionals involved in providing or supporting our services. This may include:
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A prescribing clinician where a prescription or clinical review is required
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Healthcare professionals where appropriate for your safety or care
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Booking, record-management, payment or website service providers
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Insurers or professional advisers where necessary
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Regulatory, legal or public authorities where disclosure is required by law
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We aim to share only the information necessary for the relevant purpose.
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How long we keep information
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Personal and clinical information is retained only for as long as reasonably necessary for the purpose for which it was collected and to meet applicable legal, insurance and professional record-keeping requirements.
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Different types of information may therefore be retained for different periods.
When information is no longer required, it will be securely deleted or disposed of where appropriate.
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Your rights
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Depending on the circumstances, UK data protection law may give you rights relating to your personal information, including the right to:
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Request access to personal information held about you
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Request correction of inaccurate information
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Request deletion of information in certain circumstances
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Request restriction of processing in certain circumstances
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Object to certain types of processing
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Withdraw consent where processing is based on consent
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Request transfer of certain information where applicable
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Some rights are subject to legal limitations. For example, we may be required to retain certain clinical or business records even if you ask us to delete them.
If you have concerns about how your personal information is handled, please contact Skin Principles in the first instance.
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You also have the right to raise a concern with the Information Commissioner's Office.
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By booking or receiving services from Skin Principles, you agree to the terms applicable to your appointment or treatment.
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Consultations and treatment suitability
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All treatments are subject to consultation and assessment of suitability.
Providing a consultation or accepting a booking does not guarantee that a particular treatment will be performed.
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Skin Principles reserves the right to decline, postpone or modify a treatment where the practitioner believes that proceeding would be inappropriate, unsafe or unlikely to be in the client's best interests.
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Where appropriate, we may recommend an alternative treatment, further medical advice or referral to another professional.
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Medical information
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Clients are responsible for providing accurate and complete information about their health, medical conditions, medications, allergies, previous treatments and any other information relevant to treatment.
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Please inform us of any changes to your health or medication before subsequent appointments, even if you have previously completed a consultation form.
Failure to disclose relevant information may affect treatment safety and results.
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Consent
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Appropriate consent will be obtained before treatment.
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You will have an opportunity to ask questions and discuss the proposed treatment, expected benefits, limitations, alternatives and relevant risks.
Consent is an ongoing process. You may change your mind or withdraw consent before or during a treatment.
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Skin Principles also reserves the right not to proceed where the practitioner believes treatment is inappropriate.
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Treatment results
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Every person's skin, anatomy and response to treatment is different.
Information about expected results is provided as guidance and specific outcomes cannot be guaranteed.
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Some treatments require a course of sessions, ongoing maintenance, appropriate home care or lifestyle changes to achieve or maintain the best possible result.
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Results may also be affected by factors outside the control of Skin Principles.
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Prescription treatments
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Treatments involving prescription-only medicines are subject to appropriate clinical assessment and prescribing requirements.
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Receiving a consultation does not guarantee that a prescription will be issued or that treatment will proceed.
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The prescribing clinician retains responsibility for their prescribing decision and may decline to prescribe where they consider treatment inappropriate.
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Children and young people
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Skin Principles takes a cautious approach to treating clients under the age of 18.
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Clients aged 16–17: Age-appropriate skin treatments may be considered with the consent of a parent or legal guardian. Treatment remains subject to consultation, suitability and any treatment-specific age restrictions.
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Clients aged 13–15: Age-appropriate skin consultations and treatments may be considered with the consent of a parent or legal guardian. A parent or legal guardian must be present during the appointment.
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The wishes and comfort of the young person will always be considered. Parental consent does not override the practitioner's assessment of whether treatment is appropriate.
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Skin Principles will not provide cosmetic botulinum toxin, dermal filler, or any other injectable treatments to anyone under the age of 18.
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Certain other treatments, products or procedures may also have higher minimum age requirements or may not be considered appropriate for younger clients.
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Aftercare
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Clients are responsible for following the aftercare advice provided following treatment.
Please contact Skin Principles if you are uncertain about any aftercare instruction or experience an unexpected reaction.
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Failure to follow aftercare advice may affect treatment outcomes or increase the risk of complications.
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Behaviour and respectful treatment
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Skin Principles is committed to treating every client with dignity and respect and expects the same courtesy in return.
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We reserve the right to refuse or discontinue treatment or future bookings in circumstances involving abusive, threatening, inappropriate or repeatedly unreasonable behaviour.
Treatment may also be declined where a practitioner believes they cannot safely or appropriately meet a client's expectations.
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Appointments at Skin Principles are reserved specifically for each client. Late cancellations and missed appointments leave appointment time that often cannot be offered to another client at short notice.
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We therefore ask clients to provide as much notice as possible when changing an appointment.
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Booking fees and deposits
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Where a booking fee or deposit is required, your appointment is not confirmed until the required payment has been received.
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Booking fees or deposits may be deducted from the final treatment cost where stated at the time of booking.
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Cancellations and rescheduling
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We require a minimum of 24 hours notice to cancel or reschedule an appointment.
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Appointments cancelled or moved with less than the required notice may result in the loss of the booking fee/deposit and/or a late cancellation charge.
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Missed appointments
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Failure to attend an appointment without notice may result in the full appointment fee becoming payable.
A new booking may not be accepted until any outstanding cancellation or no-show fee has been paid.
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Repeated rescheduling or cancellations
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We understand that circumstances change.
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However, repeated rescheduling, late cancellation or non-attendance can significantly affect clinic availability.
Skin Principles reserves the right to request full payment in advance, restrict future bookings or decline further appointments where there is a repeated pattern of cancellations, rescheduling or non-attendance.
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Late arrival
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Please arrive on time for your appointment.
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If you arrive late, we will do our best to accommodate you. However, your treatment may need to be shortened, modified or rescheduled to avoid delaying subsequent clients.
Where insufficient time remains to safely or appropriately perform the treatment, the appointment may be treated as a late cancellation.
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Out-of-hours appointments
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Appointments offered outside normal clinic hours are provided at the discretion of Skin Principles.
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Where an out-of-hours appointment is cancelled, repeatedly rescheduled or missed, Skin Principles may decline to offer future appointments outside standard clinic hours.
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We want clients to make informed decisions about their treatments and purchases. Please ask any questions before committing to a treatment, course or product.
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Treatments
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Fees are charged for the professional service, time, products and treatment provided rather than for a guaranteed result.
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Because individual responses vary, dissatisfaction with the degree or duration of a treatment result does not automatically entitle a client to a refund.
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This does not affect your statutory consumer rights.
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Where you have concerns about a treatment, please contact Skin Principles so that we can assess the concern and determine what, if any, further action is appropriate.
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Booking fees and deposits
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Booking fees and deposits are subject to the cancellation terms stated above.
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Where Skin Principles cancels an appointment and an appropriate alternative cannot be arranged, any amount paid specifically for that appointment will be transferred or refunded as appropriate.
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Treatment courses and packages
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Treatment courses and packages are intended for the person for whom they were purchased and are non-transferable.
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Where a course has already begun, treatments already received will be taken into account when considering any amount that may be refundable.
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If a client becomes medically unsuitable for the remaining treatments, Skin Principles will review the circumstances individually. Supporting medical information may be requested where appropriate.
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Treatment courses may have an expiry period, which will be communicated at the time of purchase.
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Missed appointments and late cancellations within a treatment course remain subject to our Booking, Cancellation & No-Show Policy.
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Changes to treatment plans
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A treatment plan may need to change because of your skin response, health, medication, contraindications or other clinical considerations.
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Where this happens, we will discuss the available options with you.
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Retail products
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Skin Principles offers skincare and other retail products for purchase directly within the clinic. Products are also available to order online through our third-party skincare platform, Clever Patients.
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Products purchased directly from Skin Principles
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Please check products at the time of purchase.
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Returns and refunds will be handled in accordance with your statutory consumer rights.
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For hygiene and safety reasons, opened or used skincare and cosmetic products cannot generally be returned simply because you have changed your mind. This does not affect your rights where a product is faulty, damaged, incorrectly supplied or otherwise does not meet your statutory rights.
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If you believe a product is faulty or has caused an unexpected reaction, please contact Skin Principles promptly. Where possible, please retain the product and packaging, including the batch or lot number.
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Products ordered through Clever Patients
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Products ordered through the Skin Principles online skincare store are purchased and fulfilled through Clever Patients.
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Orders, delivery, cancellations, returns and refunds for these purchases are therefore subject to the terms and procedures applicable to the Clever Patients platform.
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Skin Principles is happy to provide skincare recommendations and product advice, but queries relating to the fulfilment, delivery, return or refund of an online order may need to be handled directly through Clever Patients.
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Your statutory consumer rights are not affected.
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Gift cards and vouchers
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Gift cards and vouchers are subject to any expiry date and conditions stated when purchased.
They cannot be exchanged for cash except where required by law.
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Where a treatment purchased using a gift card is unsuitable, we will discuss appropriate alternatives within the value and terms of the gift card.
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