Clinic Policies 

Dorchester Aesthetics Centre

Booking, Cancellation & Treatment Policies

By booking an appointment with Dorchester Aesthetics Centre, you agree to the following terms and conditions. These policies are in place to protect our clients, our team and the time that is reserved specifically for each appointment.

Appointments

Please arrive approximately 10 minutes before your appointment, particularly if you are a new client or are required to complete consultation or consent forms.

We allocate a specific amount of time to every appointment. If you arrive late, your treatment time may need to be shortened to avoid affecting the appointments of other clients. The full treatment price will still be payable.

Where there is insufficient time to safely or appropriately perform the treatment, we reserve the right to reschedule the appointment. Our cancellation policy may apply.

To secure appointments, we may require valid card details to be securely held on file or request payment of a deposit.

Cancellations

We understand that occasionally appointments need to be changed. We simply ask that you give us as much notice as possible.

If you need to cancel or reschedule, please contact us on 01305 568646 or email advice.dac@gmail.com. If we are unable to answer your call, please leave a voicemail.

Less Than 24 Hours' Notice

Appointments cancelled or rescheduled with less than 24 hours' notice will incur a charge of 50% of the total appointment value.

Where card details are held on file, the applicable cancellation fee may be charged to that card.

We appreciate that genuine emergencies can occur. Where there are exceptional and verifiable circumstances, management may, at its discretion, waive the cancellation fee.

Routine illness, work or business commitments, traffic delays, transport problems, car trouble, forgotten appointments or changes to personal plans are not normally considered exceptional circumstances.

Our appointment times are valuable and, at short notice, we are often unable to offer the reserved time to another client. We therefore ask all clients to respect our cancellation policy.

Non-Attendance / No-Shows

Failure to attend an appointment without giving prior notice will be recorded as a no-show.

100% of the scheduled appointment value will be payable.

Where payment is outstanding, a payment link may be sent to you. We reserve the right to require payment of any outstanding cancellation or no-show charges before accepting further bookings.

Repeated cancellations or non-attendance may result in future appointments requiring full payment in advance.

Late Arrival

If you believe you are going to be late, please contact us as soon as possible.

We will always do our best to accommodate you; however, treatments cannot be allowed to overrun into another client's appointment.

Depending on the length of the delay, we may:

• shorten the treatment while charging the original appointment price; or
• reschedule the appointment if there is insufficient time to perform the treatment safely and correctly.

Late arrival does not automatically entitle the client to a reduction in the treatment price.

Treatment Courses & Packages

Treatment courses and packages must be paid for in full at the time of purchase, unless an alternative payment arrangement has been agreed by Dorchester Aesthetics Centre.

Unless otherwise stated, treatment courses must be completed within 12 months of purchase.

Courses and packages are non-refundable once commenced, except where required by law.

Appointments forming part of a course remain subject to our cancellation policy.

A no-show will result in the booked treatment being deducted from the course.

Appointments cancelled or rescheduled with less than 24 hours' notice will incur a 25% cancellation charge, which must be paid before the next course appointment.

If you become medically unable to continue a course, please contact us. Where appropriate, and subject to management review, the unused value of the course may be transferred to your client account as a credit towards another suitable treatment or service.

Any such credit will be valid for 12 months from the date it is issued and will expire if unused.

Gift Vouchers

Dorchester Aesthetics Centre Gift Vouchers are valid for 3 months from the date of purchase, unless otherwise stated on the voucher.

Gift Vouchers:

• are non-refundable;
• cannot be exchanged for cash;
• may be transferred to another person;
• retain their original expiry date if transferred; and
• may only be used up to their remaining monetary value.

Dorchester Aesthetics Centre cannot accept responsibility for lost, stolen or misplaced Gift Vouchers.

Gift Vouchers are valid only for treatments and services provided directly by Dorchester Aesthetics Centre and cannot be redeemed against treatments provided by Independent Professionals operating from our premises, unless specifically stated otherwise.

This does not affect your statutory rights.

Treatment Outcomes, Refunds & Complaints

At Dorchester Aesthetics Centre, we take great pride in the standard of our work. Treatments are performed with professional care and in accordance with the appropriate procedures, protocols and treatment plans.

Treatment Results

Treatment results cannot be guaranteed.

Every individual responds differently to aesthetic, skin, laser, beauty and advanced treatments. Factors including skin type, healing response, lifestyle, medical history, homecare, aftercare compliance and individual biological response can influence the final result.

Some treatments may therefore produce a greater or lesser improvement than anticipated.

A change of mind, dissatisfaction with a result that falls within the reasonable and explained possibilities of the treatment, or failure to achieve a client's personally desired level of improvement does not automatically entitle the client to a refund.

Where we are satisfied that a treatment has been performed correctly, safely and with reasonable care and skill, following the appropriate professional protocols, a refund will not be provided solely because the client has changed their mind or is dissatisfied with the outcome.

Where We Believe Something Has Gone Wrong

We are equally committed to being fair and accountable.

If we believe that the treatment has not achieved an outcome we would reasonably have expected, or our review identifies that the appropriate treatment protocol was not followed, we will investigate the matter fully.

Depending upon the circumstances, we may offer:

• further or corrective treatment;
• a full or partial treatment credit; or
• another appropriate resolution.

Any remedy will be determined following assessment of the individual circumstances and will not affect any rights or remedies available to the client under UK consumer law.

Treatments Performed Elsewhere

If you are concerned about the result of a treatment performed by us, you must give Dorchester Aesthetics Centre a reasonable opportunity to assess the area and discuss your concerns.

If another clinic, practitioner or individual subsequently treats, alters or attempts to correct the area before we have been given the opportunity to assess it, we cannot accept responsibility for the outcome or for complications or changes resulting from the subsequent treatment.

Permanent Makeup

Permanent makeup is performed on living skin and individual healing responses vary.

Although we use our professional experience to select appropriate pigments, techniques and placement, we cannot guarantee exactly how pigment will heal, retain or fade within an individual's skin.

Colour retention can be influenced by skin type, healing, lifestyle, medication, sun exposure, skincare, aftercare and other individual factors.

Additional refinement or perfection appointments may occasionally be required to achieve the best possible result.

Where an additional treatment is considered appropriate outside the treatments included within the original service, this may be offered at a reduced rate at the discretion of Dorchester Aesthetics Centre.

Permanent makeup is an art performed on living skin; it is not an exact science.

Complaints

We want every client to feel confident that any concern will be taken seriously.

If you are unhappy with any aspect of your treatment, service or experience, please contact us as soon as possible so that we have an opportunity to investigate and resolve the matter.

Complaints or treatment concerns may be referred directly to our Clinic Director, Lisa Ryall.

Where the complaint relates to a treatment outcome, we may ask you to attend the clinic for an assessment before a decision can be made.

We will make every reasonable effort to resolve concerns professionally, fairly and appropriately for everyone involved.

Nothing contained within this policy is intended to exclude, restrict or override a client's statutory consumer rights.

Children & Young People

For health and safety, insurance and the comfort of our clients, children under the age of 16 should not attend the clinic unless they are themselves attending for an agreed treatment or appointment.

Children must not be left unattended in the reception or waiting areas.

Our clinic contains specialist equipment, treatment devices and clinical areas and is not an appropriate environment for unsupervised children.

Where a person under 16 is attending for an approved treatment, the appropriate parental or guardian consent and supervision requirements will apply.

Product Returns & Exchanges

If you wish to return a retail product because you have changed your mind, it must be returned within 7 days of purchase and must be:

• unused;
• unopened;
• in its original packaging;
• with any seal intact; and
• in the same resaleable condition in which it was purchased.

For hygiene and safety reasons, we cannot accept a change-of-mind return of a product that has been opened, used or had its seal broken.

Where a discretionary return is accepted, the value may be placed as a credit on your Dorchester Aesthetics Centre client account for use against future treatments or product purchases.

Faulty Products or Adverse Reactions

If you believe a product is faulty or you have experienced an adverse reaction, please contact us promptly.

We may require the product to be returned and may request photographs or other information so that the matter can be reported to and investigated by the manufacturer or supplier.

Faulty products and products that do not conform to the contract will be dealt with in accordance with your statutory consumer rights.

Nothing in our Product Returns Policy affects your statutory rights.

Deposits

Dorchester Aesthetics Centre reserves the right to request a deposit or advance payment to secure an appointment.

Any deposit paid forms part of the total treatment price.

If you subsequently cancel, reschedule or fail to attend your appointment, the deposit will be dealt with in accordance with the cancellation and no-show terms applicable to your booking.

We may require a higher deposit or full advance payment for longer appointments, treatment courses, specialist procedures or clients with a history of late cancellations or non-attendance.

Prices

All prices are subject to consultation and confirmation of the treatment required.

Prices displayed on our website, booking system, social media or promotional material may be amended from time to time.

We reserve the right to change our prices without prior notice. The price applicable to your treatment will be confirmed at the appropriate stage of booking or consultation.

Where a treatment plan changes following consultation, the price may also change accordingly.

Independent Professionals

Certain professionals working from Dorchester Aesthetics Centre operate independently from the clinic.

Where a treatment or service is provided by an Independent Professional, their own prices, booking terms, cancellation policies, treatment policies and professional responsibilities may apply.

Dorchester Aesthetics Centre Gift Vouchers, account credits, treatment packages and promotional offers cannot normally be used against services provided by Independent Professionals unless expressly stated.

Clients should ensure they understand which business or practitioner is providing their treatment when booking.

Copyright & Website Content

The content of the Dorchester Aesthetics Centre website, including text, branding, logos, graphics, photographs, images, videos, designs and other original material, is owned by or licensed to Dorchester Aesthetics Centre unless otherwise stated.

Website content must not be copied, reproduced, distributed, republished or used for commercial purposes without prior written permission from Dorchester Aesthetics Centre, except where permitted by law.

Acceptance of Our Policies

By booking or purchasing a treatment, course, package, product or Gift Voucher from Dorchester Aesthetics Centre, you acknowledge that you have had the opportunity to read and understand the terms and policies relevant to your purchase.

These policies are designed to provide clear expectations for both our clients and our team and to enable us to operate our clinic fairly, safely and professionally.

These terms do not affect your statutory rights.