Last Updated: March 2025

 

1. GENERAL TERMS

 

1.1 These terms and conditions apply to all services and treatments provided by Dorchester Aesthetics Centre.

1.2 By booking an appointment, purchasing a treatment, or buying a gift voucher, you agree to abide by these terms.

1.3 We reserve the right to update these terms at any time. The latest version will always be available on our website.

 

2. GIFT VOUCHERS & CERTIFICATES

 

2.1 Validity & Usage

1. Gift vouchers are valid for three months from the date of purchase and must be presented at the time of use.
2. They may be transferred to another person, but the expiry date remains unchanged.

 

2.2 Restrictions

1. Gift vouchers cannot be exchanged for cash or refunded.
2. They cannot be used for treatments performed by independent professionals operating within Dorchester Aesthetics.
3. We do not accept liability for lost, stolen, or damaged vouchers.

 

2.3 Statutory Rights

1. Your statutory rights under The Consumer Rights Act 2015 are not affected by these terms.

 

3. APPOINTMENTS & ATTENDANCE

 

3.1 Arrival Time

2. Please arrive at least 10 minutes before your scheduled treatment to allow for a consultation and preparation.

 

3.2 Late Arrival

1. If you arrive late, your treatment may be shortened to avoid disrupting other clients, but the full treatment fee will still apply.
2. If your lateness prevents us from performing the treatment, the appointment will be rescheduled, and the 50% cancellation fee will apply.

 

3.3 No-Shows

1. If you fail to attend an appointment without prior notice, 100% of the treatment fee will be charged.
2. A payment link will be sent, and your next booking will only be confirmed once payment is made.

 

3.4 Medical Conditions & Suitability

1. Clients must disclose any medical conditions, allergies, or medications that may affect treatment suitability.
2. We reserve the right to refuse treatment if we believe it may pose a health risk.

 

4. CANCELLATION & RESCHEDULING POLICY

 

4.1 Standard Cancellations

1. Appointments must be cancelled or rescheduled at least 24 hours in advance.
2. Failure to cancel within this period will result in a 50% cancellation fee.

 

3. 4.2 No-Show Policy

If you fail to attend an appointment without prior notice, the full treatment cost will be charged.

 

4.3 Emergency Cancellations

1. If you need to cancel due to a medical emergency, please contact us as soon as possible.
2. We may, at our discretion, allow a one-time waiver of the cancellation fee if supporting medical evidence is provided.

 

4.4 Cancellations by Dorchester Aesthetics Centre

1. We reserve the right to cancel or reschedule appointments due to staff illness, technical issues, or unforeseen circumstances.
2. If this occurs, we will transfer your appointment to another available therapist. This may be at a different time, but we will do everything in our power to minimise disruption and accommodate you at the earliest available opportunity.

 

5. COURSES & PACKAGES

 

5.1 Payment & Expiry

1. All courses/packages must be paid in full at the time of booking.
2. Payments for courses are non-refundable as they are pre-designed to deliver full results. To achieve the best possible outcome for your skin, it is essential to complete the full course.
3. Courses must be used within 12 months of purchase.

 

5.2 Home Care Prescription

1. As part of your consultation, you will be provided with a home care prescription tailored to your course.
2. Following the recommended home care routine is essential for achieving the best possible results.
3. If the prescribed home care is not followed, Dorchester Aesthetics Centre cannot guarantee the effectiveness or outcome of your treatment process.

 

5.3 Cancellations & No-Shows

1. If a course session is missed without 24-hour notice, it will be deducted from the package.
2. A 50% cancellation fee applies for cancellations made within 24 hours of the scheduled session.

 

5.4 Dissatisfaction & Alternative Treatment Credit

1. If you are dissatisfied with your treatment or the final results, you may request a review with your therapist.
2. If the review determines that an alternative treatment would be more suitable, the remaining course balance can be transferred to other treatments.
3. Any credit transferred must be used within 12 months.

 

5.5 Medical Exemptions

1. If you are medically unable to continue the course, the remaining balance can be credited for alternative treatments.
2. Medical proof may be required, and the credit will expire after 12 months.

 

6. REFUND POLICY

 

6.1 Service Refunds (Consumer Rights Act 2015)

1. Clients have the right to request a refund if a treatment is not performed with reasonable care and skill.
2. If a mistake is made, we will either redo the treatment free of charge or offer a credit towards another service.

 

6.2 Permanent Makeup & Aesthetic Treatments

1. As the healing process varies, permanent makeup may require a perfection session at a discounted rate.
2. No refunds will be given if the treatment was carried out correctly but did not meet personal expectations.

 

6.3 No-Refund Policy for Completed Services

1. Refunds will not be issued for:
2. Change of mind.
3. Personal dissatisfaction when the treatment was carried out correctly.
4. Unsatisfactory results due to pre-existing conditions.

 

6.4 Alternative Compensation

1. If we determine that a treatment was not up to standard, we may credit part of the service amount for future use.

 

7. CHILD POLICY

2. Children under 16 years old are not permitted on the premises unless receiving a treatment.
3. Unattended children in waiting areas are not allowed.

 

8. PRODUCT RETURNS & EXCHANGES

 

8.1 Return Conditions

1. Products must be unopened, unused, and returned within 7 days.
2. A credit will be applied to your account for future use.

 

8.2 Adverse Reactions

1. If you experience a reaction, photographic evidence is required for the manufacturer’s review.
2. If approved, we will offer a credit or exchange.

 

8.3 Statutory Rights

1. Your right to return faulty or unsafe products is protected under The Consumer Rights Act 2015.

 

9. DEPOSITS

2. A deposit may be required to secure your appointment.
3. All deposits are non-refundable.
4. Deposits can be transferred to an alternative treatment or credited to your account.
5. Deposits will be forfeited if the cancellation policy is not followed.

 

10. PRICING POLICY

1. Prices are subject to change without prior notice.

 

11. LIABILITY & DISCLAIMER

 

11.1 Client Responsibility

                •             

2. Clients must provide accurate medical information and follow all aftercare instructions.

 

11.2 Business Liability

3. We are not liable for personal injury, adverse reactions, or dissatisfaction if the treatment was carried out correctly.
4. We are not responsible for any issues caused by treatments performed elsewhere.

 

12. COPYRIGHT & INTELLECTUAL PROPERTY

1. All content on dorchesteraestheticscentre.co.uk is the property of Dorchester Aesthetics Centre.
2. The unauthorised use of images, text, logos, or branding is strictly prohibited.

 

CONTACT US

 

If you have any concerns about your treatment, please contact Lisa Ryall (Director). We will work to resolve any issues fairly and professionally.

 

 

 

Privacy Policy statement

Dorchester Aesthetics Centre is committed to a policy of protecting the rights and privacy of individuals, Independent professionals, staff and others in accordance with The Data Protection Act 2018. The policy applies to all staff, independent professionals and customers of Dorchester Aesthetics Centre. Any breach of The Data Protection Act 2018 is considered to be an offence and in that event, disciplinary procedures apply.

 

As a matter of good practice, the Independent professionals working with the Centre, and who have access to personal information, will be expected to have read and comply with this policy.

 

Legal Requirements

Data are protected by the Data Protection Act 2018, which came into effect on 25 May 2018. Its purpose is to protect the rights and privacy of individuals and to ensure that personal data are not processed without their knowledge, and, wherever possible, is processed without their consent.

 

The Act requires us to register the fact that we hold personal data and to acknowledge the right of ‘subject accesses – customers, Independent professionals and staff must have the right to copies of their own data.

 

Managing Data Protection

We will ensure that our details are registered with the Information Commissioner.

 

Purpose of data held by Dorchester Aesthetics Centre

Data may be held by us for the following purposes:

1. Staff Administration
2. Customer booking management
3. Customer care in treatments received.
4. Accounts & Records of customers
5. Trends and reports of treatments and products sold
6. Advertising and Marketing

 

Data Protection Principles

In terms of the Data Protection Act 2018, we are the ‘data controller’, and as such determine the purpose for which, and the manner in which, any personal data are, or are to be, processed. We must ensure that we have:

 

1. Fairly and lawfully processed personal data

We will always put our logo on all paperwork, stating their intentions on processing the data. Data will be kept on file for a minimum of five years to comply with legal obligations and customer care.

 

2. Processed for limited purpose

We will not share any data with third parties. Data is solely used between staff and independent professionals for customer care and to keep the customer informed.

 

3. Adequate, relevant and not excessive

We will monitor the data held for our purposes, ensuring we hold neither too much nor too little data in respect of the individuals about whom the data are held. If data given or obtained are excessive for such purpose, they will be immediately deleted or destroyed.

 

4. Accurate and up-to-date

Personal data and treatment notes are kept up to date by the staff and Independent professionals. Individuals should notify us of any changes to medical information, to enable personnel records to be updated accordingly. It is the responsibility of Dorchester Aesthetics Centre to act upon notification of changes to data, amending them where relevant.

 

5. Not kept longer than necessary

We discourage the retention of data for longer than it is required. Data will be kept on file for a minimum of five years to comply with legal obligations of our industry and customer care.

 

6. Processed in accordance with the individual’s rights        

All individuals that Dorchester Aesthetics hold data on have the right to:

1. Be informed upon the request of all the information held about them within 30 days.
2. Prevent the processing of their data for the purpose of direct marketing.
3. Compensation if they can show that they have been caused damage by any contravention of the Act.
4. The removal and correction of any inaccurate data about them.

 

7. Secure
   Appropriate technical and organisational measures shall be taken against unauthorised or unlawful processing of personal data and against accidental loss or destruction of data.

All devices with access to the secure booking system have a log in system and our Contact Database is password protected, which allow only authorised staff to access personal data. Passwords on all computers are changed frequently.

 

If you would like to make us aware of any concern or areas that need attention within Dorchester Aesthetics Centre, please let us know so we can attend to the issue with prompt and effective resolutions.

 

We pride ourselves in attention to detail and unrivalled care to our service users, however if there is something that is not up to standard or you feel a service was not performed to your satisfaction please contact us.

 

Complaints or Grievances can be forwarded to:

 

dorchesteraesthetics@yahoo.co.uk

Director Lisa Ryall

 

If you prefer to send an anonymous letter, this can be sent to:

Att: Lisa Ryall

4a Trinity Street

Dorchester 

DT11TT

 

POLICY STATEMENT

 

Everyone has the right to expect a positive experience and a good treatment outcome. In the event of concern or complaint, service users have a right to be listened to and to be treated with respect.

 

As an authorised provider, Dorchester Aesthetic Centre Limited will manage complaints properly so user concerns are dealt with appropriately. Good complaint handling matters because it is an important way of ensuring our users receive the service they are entitled to expect.

 

Complaints are also a valuable source of feedback; they provide an audit trail and can be an early warning of failures in service delivery. When handled well, complaints provide an opportunity to improve service and reputation.

 

Our Aims & Objectives

 

• We aim to provide a service that meets the needs of our service users and we strive for a high standard of care;
• We welcome suggestions from service users and from our staff about the safety and quality of service, treatment and care we provide;
• We are committed to an effective and fair complaints system; and
• We support a culture of openness and willingness to learn from incidents, including complaints.

 

COMPLAINTS PRINCIPLES

 

• Service users are encouraged to provide suggestions, compliments, concerns and complaints and we offer a range of ways to do it.
• All complainants are treated with respect, sensitivity and confidentiality.
• All complaints are handled without prejudice or assumptions about how minor or serious they are. The emphasis is on resolving the problem.
• Service users and staff can make complaints on a confidential basis or anonymously if they wish and be assured that their identity will be protected.
• Service users will not to be discriminated against or suffer any unjust adverse consequences as a result of making a complaint about standards of care and service.
• Formal responses sent will include a right to appeal