Terms and Conditions

BOOKING AND CANCELLATIONS

• Bookings are made on a first-come first-served basis.
• The full payment of the consultation is required upon booking for existing CULTSKIN® patients or new patients alike. Payment can be made over the phone or in-clinic. All payments are non-refundable.
• A non-refundable deposit of 50% of treatments is required for all treatment bookings. This amount is per treatment not per appointment. Payment can be made over the phone or in-clinic.
• Late cancellations or changes (within 7 days) will result in deposits being forfeited. In the case of appointments that form part of a course, package or subscription of treatment, one treatment will be deducted from the remaining number of treatments –  this also applies to any of our CULTSKIN® subscription services.
• Bookings are not confirmed until a deposit payment has been made. If there is a delay in making a deposit payment, your appointment slot may be allocated to somebody else. A booking will not be held for you without a deposit payment.
• Late arrivals may not receive a treatment – CULTSKIN® staff will always do their best to provide full treatment but cannot keep other clients waiting.
• All laser courses or packages must be completed within 12 months.
• If you are bringing young children to the clinic, please ensure that there is a supervising adult with them at all times as CULTSKIN® staff cannot supervise and neither can children be taken into treatment rooms.
• If you have paid for a consultation, please be aware that the outcome of the consultation may be information and advice that you are unsuitable for treatment and you will not be entitled to a refund of your consultation fee.
• It is important that you provide all medical history asked of you. CULTSKIN® will not be held liable for any damage caused as a result of withheld information or failure to follow instructions from the CULTSKIN® staff.
• 48hrs prior to your appointment, you will receive an appointment reminder by email and/or SMS message. Please refer to this notification for your specific time, as a reminder only.
• Please note that the emergency number should be used in emergencies only, for example urgent aftercare advice if there is any severe pain experienced. The emergency line is not to be used to re-arrange bookings or ask generic questions.
• For any treatment bookings you are not permitted to consume alcohol 48 hours before or after your appointment. If you have consumed alcohol you must alert the Doctor as it may not be safe or recommended to proceed.
• If you are planning to fly medium-long haul after your treatment appointments, please raise this with the Patient Care team upon booking, so they can check with the Doctor whether the treatment booked will be still suitable.
• You are not guaranteed to have further treatments at your review appointment, this is solely at the discretion of the Doctor or CULTSKIN® Skin Specialist.
• Any missed reviews that were not cancelled at least 7 days before the appointment will result in a £50 fine being applied to the next treatment booked with CULTSKIN®.
• Any treatment discussed with your practitioner must be booked within 12 months of the consultation otherwise a new consultation will be required.
• You must specify at the time of booking if you wish to see a certain doctor. If a specification is not explicitly made, then you will be allocated the next appointment for the next available CULTSKIN® Doctor or CULTSKIN® Skin Specialist.
• If you require corrective treatment or if your requirements are complex, you may be required to have a Corrective Consultation rather than a standard consultation. There can be an additional charge for Corrective Consultations.
• Existing patients that have not been seen within the past year for either a review, treatment, or appointment with a CULTSKIN® Doctor or Skin Specialist, is required to have a new consultation, at a discounted price, before going ahead with any injectable treatment.
• Please be aware that in some procedures, where anaesthetic topical, also referred to as numbing cream is required, you may have this applied in the clinic waiting room where other patients may also be in attendance. If this is a concern for you, please contact the Patient Care team in advance.
• Results of treatments do vary on a patient-to-patient basis.

BOTULINUM TOXIN CORRECTIVE / FOLLOW UP REVIEW

• Any adjustments made with further Botulinum Toxin administered or offered to you, must take place within 2-3 weeks of the initial appointment within your review appointment, and is not guaranteed but solely provided at the discretion of your Doctor. If your review appointment is not booked within this time period, or you fail to attend your review appointment, the offer will become invalid.

THE CULTSKIN® LAB 12 MONTH SUBSCRIPTION SERVICE

• Once signed up to one of our CULTSKIN® Lab Subscriptions, patients are required to have one treatment a month. Any missed appointments, cannot be carried over onto any following months.
• Members of CULTSKIN® Lab Subscription are entitled to a 10% discount on selected products and treatments at any of our CULTSKIN® Clinics for the duration of their subscription.
• If patients would like to make any changes to their CULTSKIN® Lab appointment, they must provide a minimum of 7 days notice before their appointment. Should your appointment need to be rearranged, it will still be required for the appointment to take place in that relevant month.
• Our payment scheme is offered through the third party Go Cardless. You are also subject to Go Cardless’ terms and conditions should you sign up to any of our CULTSKIN® Lab Subscriptions using this option. Information regarding Go Cardless’ terms and conditions can be found here – https://gocardless.com/legal/. It is mandatory for sufficient funds to be in your chosen account for payment to be successfully processed monthly.
• Results of treatments do vary on a patient-to-patient basis.
• If a member of a CULTSKIN® Lab Subscription is advised by another medical professional to terminate their subscription, we cannot guarantee that you will not be entitled to have your subscription payments immediately stopped. Dr Esho will review this on a case-by-case basis and decide accordingly. Dr Esho’s decision will be based on the specific medical concern and the advice offered from the other medical professional.
• CULTSKIN® Lab is a 12 month subscription service which cannot be terminated sooner than 12 months from starting date. If the CULTSKIN® Lab member does need to terminate the subscription sooner than the 12 month period and this has been approved by Dr Esho, there will be a requirement to repay any discounts received on treatments and products during the duration of the CULTSKIN® Lab subscription.

GIFT VOUCHERS

• CULTSKIN® Vouchers are powered by an external partner, Giftpro.
• Vouchers feature a unique reference code, which must be quoted at the time of booking and redemption. In order to so, please contact a CULTSKIN® Clinic directly, either via phone or email with the unique reference code. Unfortunately, vouchers cannot be used via our online booking system.
• Vouchers are non-transferable and cannot be exchanged for cash.
• Photocopies will not be accepted, and all bookings must be made in advance.
• All vouchers to be used within 12 months, unless otherwise stated.
• American Express cannot currently be used to process CULTSKIN® Vouchers via our external partner, GiftPro. If done so, this order can be liable to not be accepted within a CULTSKIN® clinic for intended use, nor liable for a refund.
• Vouchers can’t be used in conjunction of any offers.
• Vouchers are Non-refundable.

COMPLICATIONS

• Although rare, some procedures can result in a range of well-documented complications. Some patients may specifically be subject to a higher risk factor than others. We will, of course, treat these to the best of our ability as many of these complications can be managed simply and conservatively. If you are urgently required to see Dr Esho, or any of the team, you may be asked to travel to one of our clinics to be examined in a medical setting. In the very unlikely event of a more serious complication and the need of further treatment outside of our expertise, arrangements will be made for you to be treated by the NHS or if you wish, privately at your own cost. Please note it is possible that any private medical insurance may not cover complications arising from cosmetic work.

LIABILITY

• CULTSKIN® 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 or she provide us with all relevant medical details prior to each treatment. CULTSKIN® 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, CULTSKIN® regarding the care of a treated area.

REFUNDS AND RETURNS

• You are entitled to change your appointment free of charge up to 7 days before the scheduled date. Any changes after this period will be considered a cancellation and your deposit will not be transferable. Please be aware that all of our clinics can often be fully booked 3 months in advance and you should consider this if requesting any changes to your appointment dates and times.
• Due to circumstances outside of our control, there may be occasions when we must cancel appointments at very short notice. The patient care team will endeavour to offer you a similar appointment for the soonest date available. Please note that refunds will not be given for any expenses you may incur such as train tickets, flight tickets or hotel bookings.
• All of our clinics can run behind schedule and for this reason, we request that you do not make any plans within 4 hours of your appointment time. Each doctor will take the amount of time necessary to provide comprehensive care and attention to every single patient. The CULTSKIN® staff will try their best to avoid large delays, however, this cannot always be avoided and we cannot guarantee that each patient will be seen on time. Many of our practitioners often treat a variety of complicated or emergency cases which can result in a delay in clinic. If the clinic is running late, you will not be entitled to a refund or transfer of your deposit. Please contact the Patient Care team at your earliest convenience to reschedule your appointment if you envisage this being a problem for you.
• Treatment deposits can be transferred to another CULTSKIN® Clinic location. Treatment deposits can also be used for a different treatment offered at the CULTSKIN® Clinic. If either of these amendments are required by the patient, a minimum of 7-days’ notice from the appointment date is needed.
• Products bought in clinic or on the online shop are non-refundable unless they are faulty. Faulty products will need to be returned to a CULTSKIN® Clinic for assessment before any refunds can be processed.

PROMOTIONS

• Occasionally, CULTSKIN® may run promotions for our patients. CULTSKIN® reserves the right to change any aspect of the promotion without notice.
• Promotions may have separate terms and conditions applied to them that are not detailed here.
• Promotional offers are not to be used in conjunction with any other offers unless specifically stated.

COMPLAINTS

All treatments, products and offers are subject to availability.

• Complaints should be made formally, in writing to, bookings@cultskin.com.
• Complaints are not monitored on any of our social media accounts. Should you require a quick response, please call the telephone line during our stated opening hours or send your complaint to the above email address.
• You will receive acknowledgement of your complaint within 72 hours of it’s receipt.
• CULTSKIN® Management team will investigate your complaint. This may require you to attend a further consultation with a CULTSKIN® staff member. If you are not satisfied with the outcome of the initial investigation, CULTSKIN®’s Medical Director will review your case.
• For any complaints, which result in gestures of good will being offered to the patient from CULTSKIN®, a signed agreement will need to be completed in-clinic and witnessed by another doctor.
• The Patient Care team are not able to provide you with any clinical advice. They will forward your questions to our medical doctors and reply to you accordingly. Any questions regarding treatment aftercare will be answered in your appointment. We suggest making notes of what is discussed at the appointment for your own records and peace of mind.

FURTHER INFORMATION AND CONTACT

Should you have any questions regarding the information provided, please contact bookings@cultskin.com. Please note that due to extremely high demand it may take the booking coordinators up to 72 hours to respond to you. Our telephone opening hours are Monday-Saturday, 9am-6pm, Sunday, 10am-6pm. Social media is not used to make, take or answer any booking enquiries.