Clinic Terms & Conditions

General Information

Patients must provide accurate contact details, including full name, address, telephone number, and email address to secure an appointment.
All patients are required to complete a medical history and consent documentation prior to treatment. It is the patient’s responsibility to ensure all information provided is accurate, complete, and up to date.
Failure to disclose relevant medical information may result in treatment refusal or complications for which the clinic accepts no responsibility.
All patient information is treated as confidential and stored securely in accordance with UK Data Protection legislation and GDPR.
Patient information will not be shared with third parties without consent unless legally required or necessary for medical safety, or where shared with trusted processors (e.g. booking, payment or clinical record systems) strictly for the purpose of delivering care.
Patients may unsubscribe from marketing communications at any time.
The clinic reserves the right to refuse service or terminate the clinic relationship with any patient, at its discretion, where conduct is abusive, unsafe, fraudulent, or otherwise incompatible with the safe running of the clinic.

Consultations

All treatments start with an in-person consultation and assessment prior to treatment.
A consultation does not guarantee treatment. Suitability is determined solely by the practitioner following assessment.
The practitioner reserves the right to decline or postpone treatment where it is deemed unsafe, inappropriate, or not in the patient’s best interest.
Consultation fees are non-refundable and non-transferable.

Appointments & Deposits

All appointments require a deposit of 30% of the treatment cost to secure the booking.
Appointments are not confirmed until the required deposit has been paid in full. Provisional bookings held without payment may be released to other patients.
All deposits are strictly non-refundable in all circumstances.
The deposit forms part of, and is deducted from, the total treatment cost when the appointment is attended – it is not a separate redeemable credit.

Deposits are forfeited if:

an appointment is cancelled, rescheduled, missed, or attended late, resulting in inability to complete treatment.

Rescheduling

Appointments may be moved once with a minimum of 72 hours’ notice.
Cancellations or changes made with less than 72 hours’ notice will result in the deposit being lost, and a new deposit will be required to secure any further appointment.

How Notice Must Be Given

Cancellations or rescheduling requests must be made directly within the booking site, or by email, telephone, or WhatsApp to the clinic directly. Notice is only valid once acknowledged by the clinic, and the clinic will confirm the cancelled or rescheduled appointment in writing (by email or WhatsApp).

Notice given by any other means; including messages sent to a staff member’s personal contact details, will not be accepted as valid, and the standard cancellation terms will apply as though no notice was given.

Late Arrivals or Missed Appointments

Patients arriving late may have treatment shortened or cancelled.
Late attendance may result in loss of deposit and full treatment charge where clinic time has been reserved.
Appointment reminders are provided as a courtesy only. Failure to receive a reminder does not alter the cancellation policy.
A patient will be treated as a no-show if they have not arrived, or made contact via an accepted method, within 15 minutes of the scheduled appointment time, unless otherwise agreed with the clinic in advance.

Illness

Patients must not attend appointments if unwell, including cold sores, infections, flu-like symptoms, or contagious conditions.
Treatment suitability remains at the practitioner’s discretion.
Cancellations made due to a genuine contagious illness remain subject to the standard cancellation and deposit/course-credit policy set out in this document; patients are encouraged to give as much notice as possible to reduce the likelihood of forfeiture.

Treatment Suitability & Practitioner Discretion

All treatments are subject to medical assessment and practitioner approval.

The clinic reserves the right to:

refuse treatment, modify treatment plans, postpone treatment, discontinue treatment at any stage for safety reasons.
Where treatment is declined on the day due to medical or safety concerns, consultation fees and deposits remain non-refundable.
Certain treatments require patch testing where applicable.

Children & Clinic Environment

Only treatments specifically approved for patients under 18 may be performed, with written parental or guardian consent.
Children must not accompany patients into treatment rooms.
The clinic environment must remain safe and clinical; therefore, children should not attend appointments unless able to remain unsupervised in reception.

Payments

Full payment is required at the time of treatment unless agreed otherwise in advance.
Some treatments require full prepayment before appointment confirmation.
Accepted payment methods are determined by the clinic.
Discounted treatments, including offers, model appointments, academy appointments etc. are non-refundable in all circumstances.
The clinic reserves the right to refuse further bookings, or to withhold future treatment, where a patient has an outstanding balance.

Courses & Package Treatments

This section applies to any treatment plan sold as a pre-paid course or package of multiple sessions, and takes precedence over the general Appointments, Deposits and Rescheduling provisions above where the two differ.

Validity & Transferability

Courses and packages are valid for 12 months from the date of purchase. Any sessions not redeemed within this period will be forfeited, with no refund or credit, and a new course/package must be purchased at the price then in effect.

Courses and packages are non-transferable in all circumstances.

Cancellation, Rescheduling & No-Shows

Where a course/package appointment is cancelled, rescheduled, or missed (no-show) for any reason, with less than 72 hours’ notice, that session will be treated as used and deducted from the course/package credit.

This policy applies without exception, regardless of the reason.

Retaining Course Credit (Save-My-Session Fee)

Where a course/package session would otherwise be forfeited under this policy, the patient may instead pay a £50 fee to retain that session’s credit and rebook it. This fee must be paid before, or at the time of, rebooking, and does not count towards the treatment cost. This option is offered at the clinic’s discretion and does not apply to instances covered under “Repeated Cancellations Within Notice Period” below, where the clinic may decline to offer it.

Repeated Cancellations Within Notice Period

Patients who incur 3 or more cancellations, reschedules, or no-shows made within the 72-hour notice period, within a single course/package, will be required to pay a new deposit before any further appointment is booked.
The clinic reserves the right to review continued suitability for the remaining sessions in that course/package and may decline to continue the course at its discretion.

Instalment Courses/Packages – Session Credit

Where a course/package is paid in instalments rather than in full upfront, payment is structured as follows:

Two sessions must be paid for in advance at the time of booking, to open the course.
At each subsequent appointment, the patient pays in full for their next session before leaving the clinic – so the clinic always holds payment for one upcoming session in credit.

No appointment will be booked or attended unless payment for that session is already held on account.

Instalment Courses/Packages – Cancellations & No-Shows

Where a session is cancelled, rescheduled, or missed (no-show) with less than 72 hours’ notice, the payment already held for that session is forfeited in full. It will not be refunded, carried forward, or applied to a future session.

To continue the course, the patient must pay in full for the next session before it can be booked — restoring the required one-session-ahead credit balance.

Pay-As-You-Go (PAYG) Patients

Patients booking on a pay-as-you-go basis (not part of a pre-paid course/package) who cancel, reschedule, or fail to attend with less than 72 hours’ notice will forfeit their deposit and must pay a new deposit to secure any future appointment.

Late Arrivals (Courses, Packages & PAYG)

Patients arriving late for a course/package or PAYG appointment may still be seen within the remaining time of their original allocated slot. The appointment will end at the originally scheduled time, and no additional time will be added to compensate for a late arrival (for example, a patient arriving 10 minutes late for a 60-minute appointment will receive the remaining 40 minutes only).

Where the remaining time is insufficient to conduct the treatment safely or effectively, the practitioner reserves the right to shorten, adapt, or decline the treatment. In this case, the session will still be deducted from course/package credit, or the deposit will still be forfeited for PAYG patients, as applicable.

Finance

The clinic may offer finance options where applicable.
All finance agreements are subject to a 5% administration fee, payable to the clinic.
Finance approval is subject to third-party lender criteria and is not guaranteed.
Administration fees are non-refundable.

Gift Vouchers

Vouchers are non-refundable, non-exchangeable and must be used before the expiry date.
Expired vouchers will not be honoured under any circumstances.

Results & Expectations

Aesthetic and medical treatments involve individual biological variation.
Results cannot be guaranteed.
Treatment outcomes depend on multiple factors including lifestyle, medical history, healing response, and adherence to aftercare advice.
Dissatisfaction with aesthetic outcome does not constitute grounds for refund.

Reviews & Aftercare

Post-treatment reviews (where offered) are provided as a professional courtesy.
Botulinum toxin review appointments must take place within 2 weeks of treatment.
Adjustments or top-ups requested outside this period will be chargeable.
Patients must follow all aftercare instructions provided. The clinic cannot accept responsibility for complications arising from failure to follow advice.

Refund Policy

All treatments, services, deposits, courses, packages, and products are non-refundable.

Fees charged cover:

consultation and clinical assessment, practitioner time and expertise, treatment delivery, products used, clinical environment, aftercare support.

Refunds will not be provided where:

results differ from expectations, treatment courses remain partially unused, personal circumstances change.

Nothing within these terms affects statutory consumer rights.

Adverse Events & Complications

While treatments are performed to the highest clinical standards, risks and complications are inherent in medical and aesthetic procedures.

Patients agree to:

promptly contact the clinic regarding concerns,
attend review appointments when advised,
follow emergency aftercare instructions where applicable.

The clinic cannot accept responsibility for complications treated elsewhere without prior consultation.

Complaints Procedure

If you have concerns, please notify the clinic as soon as possible so we can resolve the matter promptly. An appointment will be arranged for assessment where appropriate. A copy of the Complaints Policy is available upon request.

Photography & Publicity

Clinical photographs and videos may be taken for:

medical records, treatment monitoring, education, marketing and promotional purposes.

By accepting clinic terms, patients consent to photography unless written withdrawal of consent is provided.

Images remain the property of the clinic.
Patients waive rights to royalties or compensation.
Consent may be withdrawn for future marketing use at any time in writing.

Limitation of Liability

Nothing in these terms excludes or limits the clinic’s liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot lawfully be excluded or limited.
Subject to the above, the clinic’s total liability arising out of or in connection with any treatment or these terms shall not exceed the total fees paid by the patient for the treatment giving rise to the claim.
The clinic shall not be liable for any indirect or consequential loss, including loss of earnings, arising from treatment, delay, or cancellation.

Force Majeure

The clinic shall not be liable for any failure or delay in performing its obligations where such failure or delay results from circumstances beyond its reasonable control, including but not limited to illness or unavailability of practitioners, adverse weather, power or system failures, or government restrictions. Where an appointment must be cancelled by the clinic for such reasons, the clinic will offer the next available alternative appointment; deposits will not be forfeited where the clinic is responsible for the cancellation.

Governing Law & Jurisdiction

These terms are governed by the laws of England and Wales, and any dispute arising out of or in connection with them shall be subject to the exclusive jurisdiction of the courts of England and Wales.

Severability

If any provision of these terms is found to be invalid, unlawful, or unenforceable, that provision shall be deemed modified to the minimum extent necessary to make it valid and enforceable, or if that is not possible, shall be severed, and the remaining provisions shall continue in full force and effect.

Entire Agreement

These terms, together with any signed consent forms and clinic policies referred to within them, constitute the entire agreement between the patient and the clinic in relation to their treatment, and supersede any prior discussions, representations, or agreements, whether written or verbal.

Amendments

The clinic reserves the right to update these Terms & Conditions at any time. The most current version will always apply and be available upon request or on our website.

Image Use and Copyright

All photographs, images, and visual content displayed on this website are the exclusive property of Nuovo Clinic, unless otherwise stated.

These images are protected by copyright and other intellectual property laws. They may not be copied, reproduced, distributed, modified, published, or used in any way without prior written permission from Nuovo Clinic.

Unauthorised use of any images from this website may result in legal action.

If you wish to request permission to use any of our images, please contact us directly.