Terms and Conditions

PAYMENT

We do not accept Cash.
We accept most credit cards, debit cards including American Express. All prices include VAT.

APPOINTMENTS AND CANCELLATION

Cancellations and Rescheduling: If you need to cancel or reschedule an appointment, you must provide a minimum of 48 hours' notice. Failure to do so will result in the loss of the treatment from your value pack or voucher, or your deposit will be redeemed in full.

Please arrive at least 10 minutes before your scheduled appointment to complete necessary paperwork. Late arrival may result in reduced treatment time or forfeiture of the appointment.

While all therapists at Primas are trained and approved, the spa does not guarantee continued treatment with a specific therapist.

OUR APPOINTMENT PROMISE AND TREATMENT DISCLAIMER

Primas Medispa endeavours that your appointment runs on time; however, should we need to cancel or postpone your appointment at short notice, we will make every effort to contact you in advance.

Primas aims to achieve significant results but acknowledges that individual client results may vary based on biological differences, response, diet, aftercare, and lifestyle. Staff will provide advice and recommend changes to the treatment plan based on individual needs.

REFUNDS

All purchases of single treatments, products and treatment packages are NON-REFUNDABLE. However, Primas understands circumstances can change.

We offer you to hold onto paid unused treatments at their discounted value for up to 2 years or transfer them into a credit note for other treatments. This includes our direct debit and 0% finance agreements. For vouchers, please read below.

CREDIT NOTE

If you choose to receive a credit note for a course of treatments, please note that any treatments you have already completed will be charged at the standard price instead of the discounted course price. If the new treatment you choose is more expensive, additional charges may apply.

The credit note will be calculated by adding up the full price of the treatments you have already received and deducting the amount you have already paid to-date Primas.

Please note that once you enter into a 0% finance agreement at Primas, it cannot be reversed. However, you can still receive a credit note that covers the full amount you committed to under the finance agreement.

To request a credit note, you can visit the reception team in person or contact them in writing if you need more time.

Please be aware that the prices at Primas may change without prior notice due to costs and inflation.

ELIGIBILITY AND MEDICAL CONDITIONS

Our duty is to assess whether treatment is suitable for you, or likely to be successful, assess any risks prior to the treatment being carried out. If you are not suitable for treatment, we will inform you as to the reasons why or offer you an alternative treatment.

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 they provide Primas with all relevant medical details prior to each treatment to avoid initiating our cancellation policy. Safely carried out treatments are our priority, Primas will not be liable for any damage or injury that occurs as a result of the client's failure to disclose such details or changes.

VOUCHERS

Vouchers are NON-REFUNDABLE, NON-TRANSFERABLE and cannot be redeemed for cash or credit. The expiration date cannot be extended. Voucher terms and conditions printed on the voucher or provided by the vendor apply. Additionally our cancellation policy applies and the voucher can be forfeited.

Present your voucher when making the booking or during the appointment.

COMPLAINTS

If you have any concerns or issues with your experience at Primas Medispa, you can make a complaint in person, telephone or in writing. Primas commits to treating all clients compassionately and fairly and will assist you throughout the complaint process.

We aim to resolve complaints promptly but may need time to investigate. If an immediate resolution is not possible, you will receive written acknowledgement within three working days, confirming that your complaint is being investigated. We strive to provide a following response within 10 working days, explaining the findings or necessary actions.

For treatment-related complaints, the matter will be discussed with the relevant practitioner. You may be asked to provide photographic evidence and attend a follow-up appointment for further assessment to address your concerns. The objective is to investigate and provide an explanation or solution.

SMOKING AND VAPING

It is illegal to smoke anywhere in the clinic.

PERSONAL ITEMS

Please keep your personal belongings safe, as Primas Medispa is not responsible for lost or stolen items.

CHILDREN UNDER 12 AND BABIES

Children under 12, Babies and strollers are not allowed in the clinic due to safety reasons.
Children over 12+ must be accompanied by a chaperone and are not permitted to enter laser treatments.

PETS

Pets are not allowed 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.

DATA SECURITY

Personal details obtained by Primas Medispa will be kept confidential. Primas may send you details of open evenings and promotions. You can opt-out if you prefer not to receive them, please let us know.