Terms & Conditions

1. About these terms and our policies

1.1 These terms apply whenever you book a consultation or treatment, or buy a package, membership, product or gift voucher from KClinics ("we", "us", "our"). "You" means the client. 1.2 By booking or buying, you confirm that you have read and agree to these terms and our policies. We keep a record of the version you accepted. 1.3 These terms and our policies together form your agreement with us. Our policies include, but are not limited to:

• Cancellations & Refunds Policy
• Complaints Procedure
• Privacy Policy
• Website Privacy & Terms
• Call Recording Privacy
• CCTV Policy
• Health & Safety
• Accessibility
• the terms of our Membership & Beauty Points, Gift Vouchers and Refer a Friend schemes, and of any promotional offerany other policy we publish on our website from time to time

All of our policies are available on our website and, on request, at reception. 1.4 If these documents conflict, they apply in the following order:

• your signed consent form, patch test waiver and treatment plan, for the clinical aspects of that treatment;
• the specific policy or offer terms, for the matter they cover;
• these terms.

1.5 Nothing in these terms or our policies affects your statutory rights. 1.6 KClinics Academy courses are covered by separate terms.

2. Our services

2.1 Treatments are carried out by trained and qualified practitioners and, where the law requires, by registered healthcare professionals. We operate under a High Risk Special Treatment Licence issued by the London Borough of Islington. 2.2 Our dental services are opening soon. Until they open, dental information on our website is for general guidance only. Dental treatment will be provided only by professionals registered with the General Dental Council. 2.3 Information on our website, on social media and from our online tools is general guidance only. It is not medical or dental advice, it is not a diagnosis, and it does not confirm that a treatment is suitable for you. 2.4 We may allocate any practitioner to your appointment. If you booked a named practitioner who becomes unavailable, we may choose another practitioner or a new date.

3. Age and identity

3.1 All treatments are for clients aged 18 and over. 3.2 It is a criminal offence in England to give botulinum toxin or dermal filler injections for cosmetic purposes to anyone under 18. We will ask for valid photo ID before any injectable treatment, and we may ask for it before any other treatment. 3.3 If you cannot show valid ID when asked, we will not treat you, and the appointment will be treated as a late cancellation. 3.4 Gift vouchers may be used only by someone who meets these requirements.

4. Your health information and responsibilities

4.1 Before your first treatment, and before every appointment, you must give us complete and accurate information about:

• your medical and/or dental history;
• all medications and supplements, including acne, blood-thinning and hormonal medication;
• any allergies;
• pregnancy or breastfeeding;
• recent sun exposure, tanning or use of fake tan;
• treatments you have had elsewhere.

4.2 You must follow all pre-treatment instructions we give you. 4.3 If you give incomplete or inaccurate information, or do not follow our instructions, we are not responsible for any complication or reduced result this causes. 4.4 If, on the day, we cannot treat you safely because of something you should have told us, or because you did not follow our pre-treatment instructions, we will not treat you, and the appointment will be treated as a late cancellation.

5. Consultation, patch tests and consent

5.1 Most treatments require a consultation first. We may require a waiting period between your consultation and your treatment. 5.2 Before laser, light and some skin treatments, we recommend a patch test before your first session and after any break in treatment of more than 3 months. If you do not wish to have a patch test, you must sign our Patch Test Waiver. By signing, you confirm that the purpose of the test and the risks of going without it have been explained to you. Once you have signed the waiver, your treatment may go ahead after your consultation. Your practitioner may still require a patch test where, in their clinical judgement, it is necessary for your safety. Reasons may include your skin type, recent sun exposure or tanning, medication, a previous reaction, or a new device or product. If you choose not to have a patch test, we are not responsible for any reaction that a patch test would have been likely to reveal, unless the reaction was caused by our negligence. 5.3 Prescription-only medicines, such as botulinum toxin, are given only after a face-to-face consultation with a qualified prescriber. The prescriber alone decides whether to prescribe and is independently responsible for that decision. A consultation may or may not lead to a prescription. An online booking for these treatments is a booking for a consultation. If no prescription is issued, you will not pay for the treatment. 5.4 Before your treatment, you will sign a consent form confirming that the treatment, its expected results, risks, alternatives and aftercare have been explained to you. 5.5 We may decline, postpone or stop any treatment where, in our clinical judgement, it would be unsafe or inappropriate. If this happens for a reason that is not your fault, you will not pay for any treatment you have not received.

6. Results, aftercare and complications

6.1 Results vary between individuals and cannot be guaranteed. Many treatments need a course of sessions and maintenance appointments, and any number of sessions we suggest is an estimate. 6.2 You must follow the aftercare instructions we give you and attend any review appointment we recommend. 6.3 If you notice a reaction or complication, please contact us straight away. We will assess you and arrange care or a referral where appropriate. 6.4 We are not responsible for results affected by:

• your failure to follow aftercare instructions;
• sun exposure or activities we advised against;
• work carried out by other providers before or after our treatment.

7. If you are not satisfied

7.1 If you believe a treatment was not carried out with reasonable care and skill, please contact us as soon as possible, with photographs if you can. We will invite you to a free review. 7.2 Where a service fell short, the Consumer Rights Act 2015 gives us the right first to put it right by repeating or correcting the service. If this is not possible, or is not done within a reasonable time and without significant inconvenience to you, you may be entitled to a price reduction. 7.3 A treatment that was carried out properly is not refundable because the result differs from what you hoped for. 7.4 We encourage you to raise any concern with us before contacting your card issuer or finance provider, so that we can resolve it quickly. This does not affect your rights.

8. Bookings, cancellations and non-attendance

8.1 Securing your booking A contract is formed when we confirm your booking. To secure an appointment, you must save a valid payment card with us. By doing so, you authorise us to charge that card any fees due under this clause and our No-Show Policy. If you have not saved a card when we ask you to, we may cancel your appointment. 8.2 48-hour notice You may cancel or reschedule free of charge if you give us at least 48 hours' notice before your appointment time. 8.3 Late cancellation and non-attendance If you cancel or reschedule with less than 48 hours' notice, or do not attend, the full price of the booked treatment will be charged to your saved card, in line with our No-Show Policy. This charge reflects the fact that, at short notice, we usually cannot rebook the practitioner time reserved for you. It also covers any product already prepared for your treatment. We will notify you before your card is charged. 8.4 If no card is saved or the charge fails If no card was saved, or the charge is declined, the fee becomes an outstanding balance. We may:

• ask you to pay it before we accept any further booking;
• and recover it as a debt.

8.5 Packages and courses If you cancel late or do not attend an appointment that forms part of a package or course, that session will be deducted from your package instead of your card being charged. 8.6 If we fill your appointment If we are able to fill your appointment time with another client, we will refund or waive the late cancellation fee. 8.7 Emergencies If you cannot attend because of a genuine emergency or sudden illness, please contact us as soon as possible. We will consider waiving or reducing the fee. 8.8 Late arrival If you arrive more than 15 minutes late, we may shorten your treatment. If a shortened treatment would not be safe or effective, the appointment will be treated as non-attendance under clause 8.3. 8.9 If we cancel If we cancel your appointment, you will not be charged. We will offer you a new date, or a full refund of any amount you have paid for that appointment. 8.10 Your statutory rights This clause does not affect your rights under clause

9. Buying online: your 14-day right to cancel

9.1 If you book or buy online or by phone, you normally have 14 days from the date of purchase to cancel. To cancel, email support@kclinics.co.uk 9.2 If you ask us to start treatment within those 14 days and then cancel, you will pay a proportionate amount for the treatment you have received. Once a treatment has been fully carried out at your request, you lose the right to cancel it. 9.3 Purchases made in person at the clinic do not carry this right.

10. Prices and payment

10.1 Prices include VAT where applicable. You will pay the price confirmed for your booking or package. 10.2 If a price is shown incorrectly because of an obvious error, we will contact you before your treatment. You may then either go ahead at the correct price or cancel for a full refund. 10.3 Payment is due in full at or before your treatment, unless we have agreed otherwise in writing. 10.4 If you pay using Klarna, Clearpay or another finance provider, your credit agreement is with that provider. 10.5 Any instalment plan we offer directly is interest-free and has no fees. It is repaid in no more than 12 payments over no more than 12 months. If a payment is missed, we may pause your treatments until your account is up to date. Any unpaid balance remains payable.

11. Packages and courses

11.1 Packages and courses are valid for 12 months from the date of purchase. They are personal to you and have no cash value. 11.2 Once you have started a package or course, and any 14-day cancellation period has ended, you cannot cancel it or receive a refund because you have changed your mind. Package prices are discounted on the basis that the full course will be completed. 11.3 If you bought a package online and you cancel within the 14-day cancellation period after starting treatment, we will refund the price you paid, less a proportionate amount for the treatment you have received, calculated on the package price. 11.4 If we advise, for clinical reasons, that you should not continue a course, you may choose either:

• a refund for the unused sessions, calculated at the package price per session;
• or a transfer of the balance to a suitable alternative treatment.

11.5 If illness, pregnancy or relocation prevents you from continuing, please contact us with supporting evidence. We will freeze your package for up to 12 months, or transfer the remaining sessions to another person or treatment. 11.6 Nothing in this clause affects your rights if a treatment was not carried out with reasonable care and skill.

12. Memberships

12.1 Before you join, we will tell you the price, the billing date, any minimum term and how to cancel. 12.2 After any minimum term, you may cancel at any time by giving 30 days' notice. 12.3 We will give you at least 30 days' notice of any price change. You may cancel before the new price applies. 12.4 Monthly benefits do not roll over unless your plan says they do.

13. Gift vouchers

13.1 Value Gift vouchers are issued for a monetary value only. Where a voucher names a treatment, it is still worth only the amount paid for it. If the price of that treatment has increased by the time the voucher is used, the holder pays the difference. 13.2 Excluded treatments Gift vouchers cannot be bought for, or used towards, any of the following:

• treatments involving prescription-only medicines, including botulinum toxin;
• dermal fillers, fat-dissolving injections, polynucleotides and all other injectable treatments;
• PRP;
• ablative and CO2 laser treatments;
• intimate treatments;
• dental treatment.

We may add further treatments to this list where we consider it necessary for safety reasons. 13.3 Eligibility The person using a voucher must be aged 18 or over and may be asked to show photo ID. Every treatment is subject to:

• a consultation and suitability assessment;
• a patch test, or a signed Patch Test Waiver where these terms allow it.

If the holder is not suitable for the treatment, the voucher value may be used for another eligible treatment or for products. It will not be refunded or exchanged for cash. 13.4 Validity Vouchers are valid for 12 months from the date of issue. Expired vouchers cannot be extended, refunded or exchanged. 13.5 Cancellation and refunds If you buy a voucher online, you may cancel it for a full refund within 14 days of purchase, provided it has not been used. After that, vouchers are non-refundable and cannot be exchanged for cash, except where the law requires otherwise. 13.6 Using a voucher A voucher may be used in part. Any remaining balance stays on the voucher until it expires. No change is given. Vouchers cannot be used together with other offers or discounts, used to buy other vouchers, or used to pay any outstanding balance. 13.7 Bookings A booking made with a voucher is subject to clause 8. If the holder cancels with less than 48 hours' notice or does not attend, the treatment price will be deducted from the voucher value. 13.8 Lost vouchers, resale and misuse Vouchers should be treated like cash. We cannot replace a lost or stolen voucher, or a voucher code that has already been redeemed. Vouchers may not be resold or offered for sale online. Any voucher that has been obtained fraudulently, altered or resold is void. 13.9 Confidentiality We will not share any information about the recipient's consultation or treatment with the person who bought the voucher.

14. Offers, Beauty Points and referrals

14.1 Each offer is subject to the conditions shown with it. Unless stated otherwise:

• offers cannot be combined;
• and a new-client discount may be used once per person.

14.2 Beauty Points and referral rewards have no cash value. They are earned, redeemed and expire as set out on our Membership page. 14.3 Any reward we give for feedback is given whether the feedback is positive or negative. 14.4 We may cancel points, rewards or discounts obtained through false details, multiple accounts or other misuse. 14.5 We may change or end these schemes on reasonable notice. Points and rewards already earned remain valid until they expire.

15. Products

15.1 Products are covered by your statutory rights. 15.2 For hygiene reasons, opened skincare and personal-care products can only be returned if they are faulty. 15.3 Unopened products ordered online may be cancelled within 14 days.

16. Online consultation tool

16.1 Our online plan tool provides general cosmetic guidance only. It does not diagnose, assess or treat any condition. 16.2 Any plan it suggests is an indication only and is subject to an in-person consultation. 16.3 Photos you upload are handled in accordance with our Privacy Policy.

17. Records, photographs and communications

17.1 Your treatment record includes your medical questionnaire, consent forms, any patch test waiver, clinical notes, treatment settings and clinical photographs. We keep it securely for as long as the law requires, and we use it to:

• deliver and monitor your care;
• respond to complaints and claims;
• respond to disputes raised with your card issuer or finance provider.

17.2 Clinical photographs are part of your care. We will use your images for marketing, social media or our gallery only with your separate written consent, which you may withdraw at any time. 17.3 Phone calls may be recorded, as described in our Call Recording Privacy notice. CCTV operates in reception and public areas only, never in treatment rooms, as described in our CCTV Policy. We handle all personal and health data in accordance with our Privacy Policy. 17.4 We may contact you by phone, SMS, WhatsApp or email about your appointments and care. We send marketing messages only with your consent.

18. Conduct and safety

18.1 To protect everyone's privacy, please do not photograph or record staff or other clients without their consent. 18.2 Children may not accompany clients into treatment rooms. 18.3 You may ask for a chaperone for any treatment. 18.4 We may refuse or stop a treatment, and decline future bookings, if a client:

• is abusive, threatening, harassing or discriminatory towards anyone at the clinic;
• attends under the influence of alcohol or drugs;
• or repeatedly misses appointments.

18.5 Please keep your belongings with you. We are responsible for their loss or damage only where this is caused by our negligence. 18.6 You must follow our Health & Safety rules and our staff's instructions at all times, including wearing the protective eyewear provided during laser and light treatments. 18.7 If you have any access or communication needs, please tell us when you book so that we can make reasonable adjustments, as described in our Accessibility statement.

19. Our liability

19.1 We carry out our services with reasonable care and skill. 19.2 Nothing in these terms limits or excludes our liability for:

• death or personal injury caused by our negligence;
• fraud or fraudulent misrepresentation;
• or anything else that cannot be limited or excluded by law.

19.3 Subject to clause 19.2, we are not liable for:

• losses that were not reasonably foreseeable;
• business losses, as our services are for personal use only; or
• losses caused by inaccurate information you gave us, or by your failure to follow our reasonable instructions or aftercare.

20. Events outside our control

We are not responsible for delays or cancellations caused by events beyond our reasonable control. These include equipment failure, practitioner illness, utility outages, damage to the premises and government restrictions. If such an event affects your appointment, we will offer you a new date or a refund of any amount you paid for it.

21. Complaints

Please raise any concern with us first. All complaints are handled under our Complaints Procedure.

22. Intellectual property

Our content, branding and the KCLINICS® trade mark are protected as set out in our Website Privacy & Terms.

23. General

23.1 We may update these terms from time to time. The version you accepted when booking applies to that booking. Changes will not apply to packages or memberships you have already paid for where they would put you at a disadvantage. 23.2 If any part of these terms is found to be unenforceable, the rest will remain in force. 23.3 If we delay in enforcing any of these terms, we may still enforce them later. 23.4 No one other than you and us may enforce these terms.

24. Law and contact

24.1 These terms are governed by the law of England and Wales. 24.2 Contact us at support@kclinics.co.uk or on 020 8050 0750.