The Townhouse Clinic – Terms & Conditions

At The Townhouse Clinic, we value your time and commitment to your treatment journey, and we ask for the same courtesy in return. The following terms are designed to keep things clear, fair, and respectful for all our patients.

Appointments & Deposits

● All new patients must first attend a consultation before beginning treatment.

● A £50 non-refundable deposit is required at the time of booking to secure your appointment.

● Our In-Depth Consultation (45–60 minutes) costs £100 with Dr Rebecca and £145 with Dr Lucy and is not redeemable against future treatment.

● Skin Consultations with Natalia cost £75 and are redeemable against future treatment or products.

Late Arrivals

● Patients arriving more than 10 minutes late may have their appointment shortened, rescheduled or cancelled at the discretion of the practitioner.

● If there is insufficient time to safely complete treatment, the appointment may be treated as a late cancellation and the relevant cancellation fee may apply.

Cancellations, Late Cancellations & No-Shows

● We kindly ask for at least 48 hours' notice (Monday–Friday) for any changes or cancellations.

● Please note: weekends are not included in the 48-hour period, as our phones and emails are not monitored outside working hours.

● Cancellations with less than 48 hours' notice incur a charge of 50% of the treatment cost.

● No-shows or same-day cancellations incur the full treatment cost (100%).

● Your cancellation or no-show fee must be settled before any further bookings can be made.

● Missed consultations or review appointments are subject to a £50 fee.

● As a small, independent business, we appreciate your understanding that last-minute cancellations have a significant impact on our team and other patients waiting for appointments.

Saturday Appointments

● Appointments with Natalia, Holly or Dr Rebecca on Saturdays require full payment at the time of booking to secure the slot and discourage late cancellations or no-shows.

Treatment Packages, Courses & Vouchers

Treatment Packages (such as HydraFacial, Blue Radiance, Obagi Skintrinsiq or RF Microneedling) must be used within the following timeframes:

● 3-treatment course – valid for 3 months

● 6-treatment course – valid for 6 months

● 12-treatment course – valid for 12 months

● Missed or late-cancelled sessions within a package are forfeited.

● Gift vouchers are valid for 6 months from purchase.

● Birthday vouchers are valid for 4 months from your birthday and can be used for treatments only.

● All sales are final. Refunds are not available; however, a credit note may be issued at the clinic's discretion and must be used within 6 months.

● Opened or unsealed products are not eligible for return, exchange or credit.

Treatment Outcomes & Refunds

● All treatments are provided on an individual basis and results vary from person to person.

● While our practitioners will recommend treatments based on their professional judgement and experience, specific outcomes cannot be guaranteed.

● The longevity and effectiveness of treatments may vary depending on individual factors, including lifestyle, anatomy, skin condition and adherence to aftercare advice.

● Once a treatment has been carried out, fees are non-refundable.

● Dissatisfaction with a treatment outcome does not automatically entitle a patient to a refund.

● Where clinically appropriate, review appointments may be offered. Any additional treatment requested beyond the original treatment plan may incur further charges.

Medical Suitability

● All treatments remain subject to medical suitability and practitioner assessment.

● Patients are responsible for informing the clinic of any changes to their medical history, medications, allergies, pregnancy status or other relevant health conditions prior to treatment.

● The Townhouse Clinic reserves the right to postpone, modify or decline treatment where this is considered clinically appropriate or in the patient's best interests.

Photography & Clinical Records

● Clinical photographs may be taken before and after treatment for medical record-keeping, treatment planning and monitoring purposes.

● These photographs form part of your confidential medical record.

● Separate written consent will always be obtained before any images are used for marketing, educational or promotional purposes.

Practitioner Availability

While we will always do our best to accommodate a patient's preferred practitioner, we are unable to guarantee availability with a specific doctor or skin therapist for any given appointment.

This applies across the team, including our doctors and our skin therapists. Some practitioners are in particularly high demand and may have limited availability, so early booking is strongly recommended to give the best chance of securing an appointment with your preferred practitioner.

The Townhouse Clinic reserves the right to change the treating practitioner where necessary due to illness, emergency or operational requirements. Patients will be informed wherever reasonably possible.

Children in Clinic

● For safety reasons, children should not attend appointments unless accompanied by another responsible adult who can supervise them throughout the visit.

Referral Scheme

● When you refer a friend who books a consultation and treatment, you'll receive a £20 credit towards your next appointment. The newly referred patient must mention the name of the patient who referred them at time of booking – not after. Credit will only be granted if this patient goes on to have treatment.

● Credits must be used within 3 months of issue and cannot be exchanged for cash or combined with other offers or packages.

Memberships / Subscriptions

Membership Payments

● All memberships are paid monthly.

● Membership payments are collected automatically each month.

● Prices and membership benefits may be reviewed periodically by The Townhouse Clinic.

No Fixed-Term Contract

● Memberships are designed to offer flexibility and are not fixed-term contracts, except where a minimum term applies to a specific membership (see Glow, Relax and Anti-Wrinkle Memberships – Minimum Term below).

● Members may cancel their membership at any time by providing a minimum of 14 days' notice prior to their next scheduled payment date.

● Where less than 14 days' notice is provided, the next scheduled membership payment may still be collected and membership benefits will remain active until the end of that paid membership period.

● Membership cancellation requests must be submitted in writing by email to the clinic.

Membership Benefits & Loyalty Perks

● Membership perks, loyalty rewards and complimentary annual treatments are earned through active and continuous membership.

● If a membership is cancelled before completion of 12 consecutive successful monthly payments, any outstanding loyalty rewards or complimentary treatments will be forfeited.

● Continuous membership is defined as 12 consecutive successful monthly payments without cancellation.

● Birthday vouchers and promotional benefits are only valid whilst membership remains active.

● Membership treatment or product discounts cannot be used in conjunction with any other special offers, treatment packages or promotions.

Glow Membership

Minimum Term

● The Glow Membership requires a minimum commitment of 6 consecutive monthly payments from the date your first payment is received.

● The Glow Membership cannot be cancelled before this 6-month minimum term has been completed.

● Once the 6-month minimum term has been completed, the standard 14 days' notice cancellation policy (set out above) will apply.

Complimentary Hydrodrops

● A complimentary full-size Hydrodrops serum (RRP £100) is provided as a welcome perk once your first Glow Membership payment has been received. HydroDrops is a luxe hyaluronic acid serum by Obagi Medical, suitable for all skin types.

● If a Glow Membership is cancelled and a new Glow Membership is subsequently started, a further complimentary Hydrodrops will not be provided.

● Members who complete 12 consecutive successful monthly payments and go on to commit to a further 12 months of Glow Membership will receive a new complimentary Hydrodrops as a loyalty perk.

Relax Membership

Minimum Term

● The Relax Membership requires a minimum commitment of 6 consecutive monthly payments from the date your first payment is received.

● The Relax Membership cannot be cancelled before this 6-month term has been completed.

● Once the 6-month minimum term has been completed, the standard 14 days' notice cancellation policy (set out above) will apply.

Complimentary Hydrate

● A complimentary full-size Hydrate moisturiser (RRP £65) is provided as a welcome perk once your first Relax Membership payment has been received. Hydrate is a luxe moisturiser by Obagi Medical, suitable for all skin types.

● If a Relax Membership is cancelled and a new Relax Membership is subsequently started, a further complimentary Hydrate will not be provided.

● Members who complete 12 consecutive successful monthly payments and go on to commit to a further 12 months of Relax Membership will receive a new complimentary Hydrate moisturiser as a loyalty perk.

Anti Wrinkle Membership

Minimum Term & Cancellation

● The Anti-Wrinkle Membership requires a minimum commitment of 12 consecutive monthly payments from the date your first payment is received.

● Members may cancel their Anti-Wrinkle Membership at any time. However, cancelling before completing 12 consecutive monthly payments, or before accrued credit has been redeemed against a treatment, will mean any accrued but unredeemed credit is forfeited, with no refund for payments already made.

● Once the 12-month minimum term has been completed, the standard 14 days' notice cancellation policy (set out above) will apply.

Credit Accrual System

● Anti-Wrinkle Membership payments operate on a credit basis: each successful monthly payment earns one credit.

● Maintenance Membership members must accrue 4 credits before a treatment can be redeemed (treatment available every 4 months, 3 x year)

● Premier Membership members must accrue 3 credits before a treatment can be redeemed (treatment available every 3 months, 4 x year).

● Treatment cannot be redeemed until sufficient credit has been accrued, regardless of time elapsed since joining.

Membership Benefits

● Members receive a discount of 5% or 10% off all other treatments and products, according to membership tier (see Membership Categories).

● £25 birthday voucher.

● Complimentary ticket to Townhouse Clinic special events.

● Exclusive access to new treatments and products.

12 Month Loyalty Perk

● Members who complete 12 consecutive successful monthly payments receive a complimentary treatment as set out for their specific membership (see Membership Categories for details, as these vary by tier).

Missed or Failed Payments

● If a payment fails, the membership will automatically be placed on hold until payment is resolved.

● Membership treatments and benefits cannot be redeemed whilst a membership account is overdue.

● If payment remains outstanding for more than 30 days, The Townhouse Clinic reserves the right to cancel the membership and remove any accumulated loyalty perks or end-of-year rewards.

Additional Areas & Member Pricing

● Additional anti-wrinkle treatment areas are charged at £130 per area.

● Members receive their applicable membership discount according to their membership tier.

● Membership discounts cannot be used in conjunction with any other promotions, offers or treatment packages.

Common additional areas include:

● Gummy Smile

● Bunny Lines

● Lip Flip

● Lip / Barcode Lines

● Chin Dimpling

Exclusions:

● Masseter Botox

● Trapezius Botox

● Neck Botox

These treatments do not qualify as standard additional areas and are charged at the standard treatment price less the member's applicable membership discount. For any other treatment areas, please enquire directly with the clinic.

Membership Pauses

● Memberships cannot be paused, frozen or temporarily suspended for any reason, including holidays, work commitments, illness, pregnancy or periods of non-attendance.

Treatment Booking & Usage

● Treatments are subject to availability and booking in advance is recommended.

● Anti-wrinkle treatment memberships are intended for use within the recommended treatment frequency.

● Unused membership treatment allocations may be carried forward for a maximum of 3 months unless otherwise agreed by the clinic.

● If a member misses an appointment or arrives late and there is insufficient time to carry out treatment, the treatment allocation will be forfeited in line with clinic policy.

● A minimum of 48 working hours' notice is required to cancel or rearrange appointments.

● The clinic is closed at weekends and therefore the 48-hour cancellation period applies to working days only.

● Membership is not with a specific therapist or doctor. We will always try to accommodate a member's preference for a particular practitioner, but this cannot be guaranteed.

Membership Amendments & Price Changes

● Members may upgrade their membership at any time.

● Downgrades may require a notice period and will be reviewed individually.

● The Townhouse Clinic reserves the right to amend membership pricing, benefits, structure and inclusions from time to time.

● Members will be provided with a minimum of 30 days' written notice of any material change, including membership fee increases.

● If a member does not wish to continue under the revised terms, they may cancel their membership before the changes take effect.

● Continued membership after the effective date of any change will be deemed acceptance of the revised terms and fees.

General

● Memberships are non-transferable.

● Membership benefits cannot be exchanged for cash.

● The Townhouse Clinic reserves the right to withdraw, amend or discontinue membership schemes at its discretion.

● Personal information will be processed in accordance with our Privacy Policy.

● Nothing in these Terms & Conditions excludes or limits liability where it would be unlawful to do so.

● Subject to applicable law, The Townhouse Clinic shall not be liable for indirect or consequential losses arising from appointment bookings or treatments.