Terms and Conditions
Appointments and cancellations
If you are unable to attend your appointment, please contact us immediately on 02072139550 or via email to firstname.lastname@example.org. We will need to know that you wish to cancel 48 hours before your appointment is due. Failure to cancel or rearrange before 48 hours will result in the loss of the treatment from your value pack or deposit being redeemed.
Please arrive for your appointment at least 10 minutes in advance so that the necessary paperwork can be completed. Late arrival may result in reduced treatment time or forfeiting of the appointment. Primas will endeavour to ensure that your appointment runs to time; however, should we need to cancel or postpone your appointment at short notice, we will make every effort to contact you in advance. Prior to your appointment, we will inform you of any preparation required in advance of your treatment. Failure to follow the guidelines may result in cancellation of your appointment, reduced treatment time, or additional fees being charged
Any client who requires treatment and brings a child with them must also be accompanied by another adult to chaperone the child whilst the client is being treated. Failure to bring an adult chaperone with any child will result in the treatment being cancelled and loss of the value pack treatment or deposit. No children under the age of 12 years must be left unattended within the clinic at any time.
We reserve the right to cancel or modify appointments where it appears that a customer has engaged in fraudulent or inappropriate activity or under other circumstances where it appears that the reservations contain or resulted from a mistake or error. We reserve the right to cancel or amend appointments if they do not adhere to our terms & conditions.
All therapists at Primas are trained and approved in accordance with the company’s treatment protocols and therefore Primas does not guarantee continued treatment with a named therapist.
Eligibility for treatments and medical condition
We will always assess whether treatment is suitable for you, or likely to be successful, prior to any treatment being carried out. If not, we will inform you as to the reasons why. You will only be liable for the cost of the initial consultation, where applicable.
Please inform your therapist of any medical condition including pregnancy prior to booking as some treatments may not be appropriate for you.
It is the client's responsibility to ensure that he or she provide Primas with all relevant medical details prior to each treatment. Primas will not be liable for any damage that occurs as a result of the client's failure to disclose such details.
Fees, Payments and Refunds
All treatments purchased as a course must be paid for in full in advance of the first treatment. Primas also reserves the right to give some credit on special cases further to our Manager’s authorisation.
Packages are only refundable for medical reasons, and this needs to be supported by a medical certification where the Doctor recommends not to have this treatment. Any refund agreed is calculated by deducting the full list price of all treatments already taken, plus any charged for non-attendance, from the total price of the course of treatment, with the difference returned to you.
We are happy to have you swap the remaining sessions with any of our other treatments should you decide not to use the entire package. Additional charges may apply should the new chosen treatment be higher in price.
Beauty products must be paid for in full at time of purchase and no refunds are possible.
We reserve the right to alter prices without prior notice.
Prepaid Courses of Treatments
Prepaid packages of treatments must be used within a year of the purchase date.
Gift Vouchers are non-refundable. The expiration date for these vary depending on the treatment, and it’s always printed on the voucher. Vouchers may be used for services only Mondays to Saturdays. Vouchers cannot be redeemed for cash, sold or transferred. Your gift voucher number must be quoted at the time of booking and the voucher handed to the therapist or receptionist at the start of your treatment. Late cancellation and "failure to show" terms as laid out above also apply to gift vouchers.
Your right to complain
Primas MediSpa endeavours to treat all its clients appropriately, compassionately and fairly. If however, you have an issue with any matter in relation to your treatment at Primas you are entitled to lodge a complaint, either in person, by telephone or in writing. If you require assistance with making your complaint, Primas will be pleased to help and support you through the process.
The member of staff who initially receives the complaint will convey the details to the Clinic Manager or their designated deputy. Where this cannot be resolved immediately, you will receive a letter within three working days to confirm that an investigation into the matter is underway and that a response will be made as soon as possible.
Complaints of a non-aesthetic nature will be handled in their entirety by the Clinic Manager.
If your complaint is treatment-related, the matter will be discussed with the relevant practitioner and may require you to attend an additional consultation with that practitioner or an alternative member of the clinic’s medical team, including the MD. The objective of this is to provide an explanation or a solution to your concerns. Primas aims to furnish you with a full written response within 20 working days or where this is not possible, an explanation as to the cause of the delay.
Please note that it is illegal to smoke anywhere in the clinic.
Cash and most credit and Debit Cards are accepted including American Express. All prices include value-added tax at a current rate.
Please ensure you keep your personal belongings safe before, during and after your treatments; and retrieve them before leaving the premises as we cannot be held responsible for lost items.
We regret to inform you that at this time, we are unable to allow pets in the clinic for safety, cleanliness and hygiene reasons.
Changes to Terms & Conditions
We reserve the right to alter Terms & Conditions from time to time without prior notice.
Personal details taken from clients during consultation procedures will be kept safe and in the strictest confidence. We would, on occasion like to send you details of open evenings and special promotions. If you would rather not receive these, please let us know.