PAULA DURANCE AESTHETICS

TERMS & CONDITIONS

These Terms & Conditions apply to all consultations and aesthetic treatments provided by Paula Durance Aesthetics (“the Clinic”, “we”, “us” or “our”). By booking an appointment, you acknowledge that you have read and agree to these Terms & Conditions.

1. Consultations

A consultation may be required before certain aesthetic treatments. The purpose of the consultation is to assess your suitability for treatment, discuss your medical history, treatment options, expected outcomes, potential risks and aftercare, and allow you to ask questions before deciding whether to proceed.

A consultation fee of £30 may apply and, where stated at the time of booking, may be redeemable against an eligible treatment booked following the consultation.

If you do not attend your consultation, or cancel with less than 48 hours' notice, the consultation fee may be retained.

Payment of a consultation fee does not guarantee that treatment will be recommended or carried out. The Clinic reserves the right to decline or postpone treatment where it is not considered clinically appropriate or safe.

2. Medical History & Disclosure

You must provide complete and accurate information about your health and medical history before treatment.

This includes, where relevant:

• Allergies and sensitivities

• Medical conditions

• Current medication and supplements

• Pregnancy or breastfeeding

• Previous aesthetic or cosmetic treatments

• Previous adverse reactions or complications

• Skin conditions, infections or inflammation

• Recent surgery or medical procedures

• Relevant dental treatment

• Any other information that may affect your suitability for treatment

You must inform us if anything changes between your consultation and treatment appointment.

Failure to provide accurate or complete information may affect your suitability for treatment and may increase the risk of complications.

3. Suitability for Treatment

All treatments are subject to clinical assessment and suitability.

We may refuse, postpone, modify or recommend an alternative treatment where:

• There is a medical contraindication

• You have not provided sufficient or accurate medical information

• You have an active infection, inflammation or other condition that may affect treatment

• You are pregnant or breastfeeding where the treatment is not considered appropriate

• You have unrealistic expectations about the likely outcome

• Treatment would not be considered clinically appropriate

• You are under the influence of alcohol or recreational drugs

• There is another health, safety or clinical reason why treatment should not proceed

A booking does not guarantee that a particular treatment will be carried out.

4. Informed Consent

Before treatment, you will be given appropriate information about the proposed treatment, including its purpose, expected results, relevant risks and potential alternatives where applicable.

Consent is an ongoing process. Signing a consent form does not, by itself, mean that treatment must go ahead.

You may withdraw your consent at any point before or during treatment. The practitioner may also decide not to proceed if, in their professional judgement, treatment is no longer appropriate or safe.

Consent to one treatment does not automatically constitute consent to a different treatment or to future treatments.

5. Treatment Outcomes & Expectations

Aesthetic treatments are intended to produce an improvement or desired aesthetic outcome, but individual results vary.

We do not guarantee a particular result, degree of improvement or duration of effect.

Results can be affected by individual anatomy, skin condition, age, lifestyle, metabolism, previous treatments, adherence to aftercare and other factors outside our control.

Before-and-after photographs are provided for illustrative and record-keeping purposes and should not be interpreted as a guarantee of the results you will achieve.

6. Risks, Side Effects & Complications

Aesthetic treatments can carry risks and side effects.

Depending on the treatment, these may include redness, swelling, bruising, tenderness, sensitivity, itching, discomfort, unevenness or temporary changes to the treated area.

Certain treatments may carry more significant or treatment-specific risks. These will be discussed as part of the consultation and consent process where applicable.

You should ask questions if you do not understand the potential risks, benefits or alternatives before consenting to treatment.

If you experience an unexpected or concerning reaction following treatment, you should contact the Clinic as soon as possible and follow any aftercare or medical advice provided.

7. Prescription-Only Medicines & Regulated Treatments

Where a treatment involves a prescription-only medicine or other regulated treatment, treatment will only proceed where the relevant legal, clinical and prescribing requirements have been met.

A consultation, booking or payment does not guarantee that a prescription-only medicine will be prescribed or administered.

The prescribing decision remains a clinical decision based on the individual's suitability and medical circumstances.

8. Treatment Payment

Treatment prices will be communicated at the time of booking or consultation.

Unless otherwise stated, treatment must be paid for in accordance with the booking terms and, where applicable, in full before treatment is carried out.

Prices may vary depending on the treatment required and the amount of product or number of treatment areas involved. Where a treatment plan changes following clinical assessment, any additional cost will be discussed with you before additional treatment is carried out.

9. Booking Fees & Deposits

A booking fee or deposit may be required to secure an appointment.

Where a booking fee or deposit applies, the terms relating to its use, transfer or retention will be explained at the time of booking.

Any cancellation or retention of a booking fee will be applied fairly and proportionately and will take account of the circumstances of the cancellation and any reasonable loss incurred by the Clinic.

10. Aesthetic Treatment Cancellations

We require at least 48 hours' notice if you need to cancel or rearrange an aesthetic treatment appointment.

Where less than 48 hours' notice is provided, or where you fail to attend your appointment, the Clinic may retain any applicable booking fee or deposit and/or charge a reasonable cancellation fee reflecting the appointment time reserved and any reasonable loss incurred.

We will consider individual circumstances and exceptional situations where appropriate.

Where a treatment forms part of a course or package, a late cancellation may mean that the scheduled treatment cannot be carried out at that appointment. We will discuss with you how the remaining course is affected.

Treatment appointments and course places are not automatically transferable to another person.

11. Late Arrivals

Please arrive on time for your appointment and, where requested, arrive approximately 10–15 minutes early to complete any necessary paperwork.

If you arrive late, your appointment may need to be shortened, modified or rearranged to avoid affecting other clients or compromising the safe delivery of your treatment.

Where an appointment cannot proceed because of a late arrival, the cancellation provisions above may apply.

12. Treatment Courses & Packages

Where you purchase a course or package of treatments, treatments should normally be completed within the recommended intervals advised by the practitioner.

The recommended number of treatments is based on your individual circumstances and does not guarantee a particular result.

Courses and packages are intended for the individual named on the booking and are not automatically transferable.

If you are unable to complete a course for medical or other exceptional reasons, please contact the Clinic so that the circumstances can be discussed.

13. Reviews & Follow-Up Appointments

Certain aesthetic treatments may require or benefit from a review or follow-up appointment.

Where a review is clinically recommended, you should attend within the timeframe advised by the practitioner.

A review appointment does not automatically include additional treatment, product or correction unless this has been specifically agreed.

Where a clinical concern is identified, the appropriate next steps will be discussed with you.

14. Aftercare

You will be provided with appropriate aftercare information for your treatment.

You are responsible for following the aftercare instructions provided to you.

Failure to follow recommended aftercare may increase the risk of complications or affect the outcome of treatment.

If you are unsure about any aspect of your aftercare, please contact the Clinic rather than making assumptions or undertaking additional treatment yourself.

15. Treatment Records & Clinical Photography

Clinical photographs may be required before, during or after treatment where they are considered appropriate for your clinical assessment, treatment planning, monitoring or treatment records.

Clinical photographs form part of your treatment record and will be handled in accordance with applicable data protection requirements.

You will be informed where clinical photography is required.

16. Promotional Photography & Videography

Any use of your photograph, video or treatment results for promotional, advertising, social media, website or other marketing purposes will require separate consent.

Consent to promotional use is voluntary and is separate from consent to receive treatment.

You may decline promotional photography or withdraw your consent for future promotional use without affecting your ability to receive treatment.

Where you withdraw consent, we will take reasonable steps in relation to future use of the material, subject to any legal or practical limitations.

17. Refunds, Corrections & Treatment Concerns

Because aesthetic treatments are personalised services, dissatisfaction with the aesthetic result does not automatically entitle you to a refund where the treatment has been properly carried out in accordance with the agreed treatment plan.

However, if you have a concern about your treatment or believe that something has gone wrong, please contact us as soon as possible so that the matter can be assessed.

Where clinically appropriate, we may recommend a review, correction, further treatment or another appropriate resolution.

Any decision to provide a correction, refund or other goodwill resolution will be considered on the individual circumstances and does not necessarily constitute an admission of liability.

Nothing in these Terms & Conditions affects your statutory rights under UK consumer law.

18. Complaints

We aim to provide a high standard of care and service.

If you have a concern or complaint, please contact the Clinic as soon as reasonably possible so that we have the opportunity to investigate and respond.

Where your concern relates to a clinical issue, please contact us before seeking treatment elsewhere where it is safe and appropriate to do so, as this may help us assess the issue and provide appropriate advice.

Nothing in this section prevents you from seeking independent medical advice or exercising any legal or statutory rights.

19. Right to Refuse or Stop Treatment

We reserve the right to refuse, postpone or stop treatment where we reasonably believe that:

• Treatment is clinically inappropriate or unsafe

• There has been a material change in your medical circumstances

• You have not provided accurate or sufficient information

• Appropriate consent has not been obtained

• You are behaving in a way that creates a safety concern

• The treatment requested falls outside our professional competence or the services we provide

Where treatment is stopped for a clinical reason, we will explain the reason where appropriate and discuss any suitable next steps.

20. Unacceptable Behaviour

We expect all clients to treat our team and other clients with respect.

Unacceptable behaviour includes, but is not limited to:

• Verbal abuse or intimidation

• Threatening or aggressive behaviour

• Harassment or discrimination

• Violence or threatening violence

• Inappropriate or sexualised behaviour towards staff

• Deliberate damage to property

• Repeatedly ignoring reasonable instructions relating to health, safety or treatment

• Attending under the influence of alcohol or recreational drugs

We reserve the right to terminate an appointment or refuse future treatment where behaviour presents a safety concern or is otherwise unacceptable.

21. Lone Working Policy

For health, safety and safeguarding reasons, there may be occasions where another member of the team, a colleague or another appropriate person is present during an appointment.

This may be particularly relevant where a practitioner is working alone or where the nature of the treatment or circumstances makes this appropriate.

22. Children & Young People

We do not routinely provide aesthetic treatments to anyone under the age of 18.

Where a treatment may legally be provided to a person under 18, it will only be considered where permitted by law, clinically appropriate and specifically confirmed by the Clinic in advance.

23. Health & Safety

Please inform us before attending your appointment if you are experiencing an infectious illness, active skin infection, significant inflammation or any other condition that may affect the safety of treatment.

We may ask you to postpone your appointment where necessary.

The Clinic will maintain appropriate standards of hygiene, cleanliness and health and safety in accordance with the requirements applicable to the services provided.

24. Personal Information & Treatment Records

We collect and retain personal and treatment information where necessary to provide safe and appropriate treatment and to meet our legal and professional obligations.

Information will be handled in accordance with applicable UK data protection legislation and our Privacy Policy.

Treatment records, including relevant medical information and clinical photographs, will be retained for the appropriate period required by applicable legal, regulatory, insurance or professional requirements.

25. Products & Treatment Providers

We will use products and equipment that are appropriate for the treatment being provided and within the scope of our professional practice.

Where products are supplied for use at home, you are responsible for following the instructions provided.

You should inform us of any adverse reaction or concern following use of a product supplied or recommended by the Clinic.

26. Adverse Events & Emergencies

Although appropriate precautions are taken, complications can occur with aesthetic treatments.

If an adverse event or emergency occurs during treatment, the practitioner will take appropriate steps within their competence and according to the circumstances.

You must provide accurate and current contact and medical information so that we can respond appropriately if an issue arises.

If you experience a medical emergency following treatment, you should seek appropriate urgent medical assistance. Where necessary, this may include contacting NHS emergency services or attending an appropriate healthcare facility.

27. Force Majeure

We will not be liable for failure to provide a service where this is caused by circumstances outside our reasonable control, including serious illness, emergency, equipment failure, utility failure, severe weather, government restrictions or other unforeseen circumstances.

Where an appointment needs to be cancelled for such a reason, we will make reasonable efforts to rearrange the appointment.

28. Changes to These Terms & Conditions

We may update these Terms & Conditions from time to time to reflect changes to our services, legal requirements or business practices.

The version applicable to your booking will normally be the version in force at the time of booking, unless a change is required by law or is otherwise reasonably necessary.

29. Governing Law

These Terms & Conditions are governed by the laws of England and Wales.

Any disputes arising in connection with these Terms & Conditions will be subject to the applicable courts of England and Wales, subject to any rights you may have under applicable consumer protection legislation.

Paula Durance Aesthetics

These Terms & Conditions should be read alongside the Clinic's consultation forms, treatment-specific consent forms, aftercare information, Privacy Policy and any other information provided to you before treatment.