CANCELATION POLICY:

1. All bookings are subject to a strict 48 working hours’ notice policy to cancel or reschedule.
2. If the correct notice is not given, then the booking fee will automatically be forfeited. If patients have pre-paid for a course of treatments and fail to give 48 working hours’ notice to cancel an appointment, that treatment will be forfeited from the course.
 

BOOKING FEE POLICY:

1. A booking fee is required to secure any appointment, below is an indication of the payment required:
Medical director consultation: £50 (this is redeemable against treatment)

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ALL APPOINTMENT BOOKINGS (INCLUDING ONLINE):

1. A £50 deposit is required upon booking to secure any appointment. 
2. The booking fee or ‘prepayment’ is non-refundable within 48 (working) hours’ notice period. The only exception is if the patient is deemed medically unsuitable for treatment by the doctor or practitioner. It is therefore recommended that the patients have a consultation appointment first. 
 

REFUND POLICY:

1. If a refund is valid, and sufficient notice has been given, refunds are subject to an administration fee of 20% of the amount paid. Refunds may take up to 10 working days to process via BACS, STRIPE or PDQ (depending on the original payment method) and cash refunds are not given.
 

CHILD POLICY:

1. In accordance with our professional registration, children under the age of 18yrs are not permitted in the clinic. Please be aware that if you do bring a child in with you into the clinic you will automatically forfeit your treatment.
 

BIRTHDAY, REFERRAL, SURVEY AND REVIEW VOUCHER TERMS & CONDITIONS:

1. These vouchers are non-transferable and have no cash value.
2. Vouchers must be redeemed within 30 days of the issue date.
3. Vouchers cannot be used against skin care products, prescription products or procedures or doctor treatments.
4. These vouchers cannot be used in conjunction with any other offer and apply to treatments with a minimum spend of £100.
5. The £50 referral voucher will be applied to a patient’s account once the referred person becomes a paying patient.

GIFT VOUCHERS:

1. Gift vouchers are non-transferable and cannot be exchanged for cash.
2. Gift vouchers are non-refundable.
3. Gift vouchers can be purchased for a specific treatment or value.
4. Gift vouchers are strictly valid for 12 months from date of purchase only.
5. Gift vouchers can only be redeemed in clinic and not online.

SPECIAL OFFERS AND SEASONAL FACIALS:

1. One facial per person can be purchased, these cannot be purchased as a course of treatments.
2. Non-transferable.
3. Special offers will be subject to diary availability and suitability.
4. Each offer will have an expiry date, please check before purchase.

TREATMENT PACKAGES:

1. Treatment packages (courses of treatments) are valid for 12 months and all treatments must be used within this time, or they will be forfeited.

2. Unused or part used treatment packages will not be refunded unless you are deemed medically unsuitable to continue by your practitioner. In these circumstances the remaining value of your package can be applied to an alternative treatment. 
3. Treatment Packages Are Non-Transferable to Products.

LIABILITY

1. It is the patient’s responsibility to ensure that he or she provide the clinic with all relevant medical details prior to each treatment. The clinic will not be liable for any damage that occurs as a result of the patient’s failure to disclose such details.
 

CONSENT

1. All patients will be required to sign an informed consent prior to undergoing any treatment.
2. All patient will also be required to sign a consent for clinical photographs to be taken and stored. Patient may wish to consent for photographs to be used for the clinic's publicity. 
 

COMPLAINTS

Raffles Medical Aesthetics endeavours to treat all its patients appropriately, compassionately and fairly. If, however, you have an issue with any matter in relation to your treatment you are entitled to lodge a complaint, either in person, by telephone or in writing to hello@raffles-aesthetics.com. Your complaint will be acknowledged within 2 working days and we will do our best to resolve your complaint locally within 28 days. 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 iscas.org.uk within 6 months of the final response.