CLINIC POLICIES
Deposits
Upon booking your appointment, you will be required to pay a deposit. The fee will be taken at the time of booking. This is a set percentage of 30% for facial and massage appointments and 40% for injectable treatments. If you have not paid your deposit within 48 hours of your appointment slot - it will not be confirmed. We reserve the right to cancel your appointment without notice. Your deposit paid will be deducted against the full treatment cost on the day of your appointment.
Rescheduling
We understand that you may wish to reschedule your appointment to a new date/time, if you need to do this, please do so within 48 hours of your appointment booked. You can message me directly or amend your booking yourself to do this. Your deposit paid will be transferred into the new time slot.
Cancellations
If you need to cancel your appointment, please do let me know with at least 48 hours notice. This will allow me time to try and re-fill your slot. You can cancel directly via your booking link or message me directly to do this. Any cancellations made after the 48 hours notice period, will not have their deposit refunded.
No-Shows
Any client that fails to turn up to their appointment, will not be refunded their deposit paid due to loss of earnings and product cost, and a 20% no-show fee will apply.
Keeping on Time
If you are running late, please let me know ASAP. I will do my best to fit you in, but I may not be able to provide the full service or treatment. If you are 15 minutes late or more, your appointment may be cancelled and you could lose your deposit paid. I try my best to run on time, I really appreciate if you do too.
Client Complaints
At Clinic Cosmetique, my priority is for every client to leave feeling completely satisfied with the service and treatment they have received. While complaints are rare, I take all feedback seriously and welcome the opportunity to address any concerns.
If, for any reason, you are unhappy with your treatment or service, please contact me as soon as possible after your appointment. I will listen to your concerns, ask any necessary questions to fully understand the situation, and do my best to resolve the matter fairly and promptly.
If you have left the clinic and are unhappy with the result of your treatment, please contact me before seeking treatment or intervention from another practitioner. This is important as I need the opportunity to personally assess the treatment and see the result as it was originally performed. If another practitioner has altered, corrected or carried out further treatment before I have had the opportunity to assess the issue, I may no longer be able to accurately determine what has happened or how best to resolve the concern. In these circumstances, I may be unable to proceed with your complaint or offer a complimentary correction.
Where appropriate, we will arrange a suitable time for you to return to the clinic so that I can assess the concern, discuss your feedback with you and agree on the most appropriate resolution.
Where I consider a complaint to be reasonable and a correction is appropriate, I will, wherever possible, offer to redo part or all of the treatment free of charge. If the issue cannot reasonably be corrected, a partial or full refund may be considered, depending on the circumstances of the complaint and the treatment or service provided. Every complaint will be considered individually, with the aim of reaching a fair and appropriate resolution.
Clinic Cosmetique is committed to providing a welcoming, respectful and inclusive environment for all clients. I will always aim to support individual client needs within the limitations of the treatments, services and clinic facilities available. I have zero tolerance for harassment, abuse or discrimination towards myself, clients or any other person associated with the clinic. Any such behaviour will be addressed appropriately and may result in the refusal or termination of services, in line with clinic policy.
Thank you for giving me the opportunity to address any concerns you may have and for allowing me the chance to put things right wherever possible.