Policies
Set out below are the terms on which Dr Naz Clinics provides services to its patients, please
ensure you have read and fully understand these terms prior to booking your appointment
with Dr Naz Clinics.
1) Deposits
All appointments require either a deposit of £50 (via transfer or payment link
provided) or card details. In the circumstance of card details being provided, no
payment is taken at the point of confirmation. Your details are held securely and
protected by Stripe, one of the world’s largest payment providers. Card details are not
visible or accessible to the clinic.
If you need to cancel or reschedule, at least 48 hours’ notice is required. Cancellations
or changes made with less than 48 hours’ notice will result in forfeiture of the
deposit, regardless of the reason.
If no deposit is taken and an appointment is cancelled within 48 hours, a £50 late
cancellation fee will automatically be charged.
2) Late Arrival
If you are running late, please notify us as soon as possible. We will do our best to
accommodate you, but your treatment may need to be shortened to avoid
inconveniencing other patients. Arrivals more than 15 minutes late may be considered
a no-show and may incur a fee.
3) Consultation
A consultation is required before every treatment for new patients. Consultations are
charged at £50. This is redeemable against the cost of any in-clinic treatment if
booked or completed within three months of the date of consultation. Consultation fee
is not redeemable against skincare purchases.
Treatments are usually not performed on the same day as consultation for new
patients unless deemed appropriate. If you would prefer treatment to be conducted on
the same day, you are required to inform the clinic before you attend your
appointment. Whether or not treatment is performed on the same day is at the
discretion of the assessing clinician.
Our clinicians are highly qualified and experienced. Upon assessment, our clinicians
have the right to decline treatment entirely if deemed inappropriate.
4) Reviews and Top-Ups
Complimentary reviews for botulinum toxin treatments are available within 2–4
weeks. Any reviews beyond this timeframe are subject to charge.
Complimentary reviews for tear trough filler and non-surgical rhinoplasty are
available within 2–4 weeks. Any reviews beyond this timeframe are subject to charge.
Missed reviews, cancellations or rescheduling with less than 48 hours’ notice may
result in forfeiture of your review.
5) Information and Privacy
All patients are required to provide the following contact details to: Full Name,
Address, Date of Birth, Email, and Phone Number.
Upon booking, patients will receive a medical history form, which must be completed
prior to their appointment. This is essential for safety and treatment planning.
All personal information is handled confidentially in accordance with applicable Data
Protection laws and will not be shared with third parties without prior written consent.
Clients may be added may opt out of mailing lists or promotional communications by
unsubscribing at any time.
6) Packages and Vouchers
To receive discounted package rates and offers, treatments must be paid in full before
commencing.
Missed sessions, cancellations or rescheduling with less than 48 hours’ notice may
result in forfeiture of that session.
Packages are not transferrable.
Vouchers are available at the clinic. These are non-refundable and non-transferable.
Vouchers cannot be extended once expired.
7) Children and Pets
Individuals under 18 are not eligible for injectable treatments. Skin treatments and
skin consultation may be provided to patients aged 12 and over for specific
conditions.
Children are not permitted in treatment rooms and should not attend the clinic unless
old enough to remain unsupervised or if an adult chaperone is present. Breaching of
this term may result in your appointment being cancelled and loss of deposit.
Pets are not permitted in treatment rooms and should not attend the clinic. Breaching
of this term may result in your appointment being cancelled and loss of deposit.
8) Communication Policy
We aim to respond to promptly to WhatsApp, messages, emails, and calls during the
following hours: Tuesday – Friday 09:00 – 17:00
We aim to respond promptly to messages and emails received outside these hours
however, responses may take longer.
For emergencies, please contact us via phone, text or WhatsApp
9) Feedback and Complaints
Patients are encouraged to provide suggestions, compliments, concerns and
complaints and we offer a range of ways to do it.
Patients are encouraged to discuss any concerns about treatment and service with their
treating clinician.
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.
If you have a complaint, notify us immediately. A follow-up appointment will be
arranged to discuss your concerns. A copy of our Complaints Policy is available upon
request.
10) Refund Policy
We pride ourselves on providing ethical, evidence based and individualised treatments to our
patients. Every effort will be made to ensure you have the best possible outcome but as with
all medical procedures there can be a spectrum of results. . As individuals differ in their
responses to and the outcome of, the treatment, no clinical or financial guarantees can be
given.
Refunds are not offered if the results do not meet client expectations. All fees paid are related
entirely to the services provided i.e. professional time, expertise, product costs and other
costs incurred in providing the treatment, and those costs are incurred irrespectively of the
results achieved. All treatments and packages are non-refundable and non-transferable. The
effectiveness and longevity of a treatment will vary from person to person, and is influenced
by many factors such as age, skin type and condition, sun exposure, lifestyle, metabolism and
genetics.
11) Zero tolerance policy
We have a zero tolerance policy towards aggressive behaviour and harassment. We treat our
patients with courtesy and respect and ask for the same in return.
The Zero Tolerance policy includes abuse, aggression or harassment made in person, over the
telephone or in written communication, including on social media and online. This includes:
- Attempted or actual aggressive, threatening or physical actions made towards any
member of staff
- The use of aggressive, threatening or abusive language which threatens or intimidates
staff
- Written (including online) threats, abuse, harassment, blackmail or extortion.
Breach of the Zero Tolerance policy will result in a permanent ban from the clinic and may
result in further action being taken.
12) Aftercare
Aftercare will be provided at your appointment. It is your responsibility to follow after care
instructions.
13) Clinic appointment changes
Appointments may occasionally have to be rescheduled by the clinic at short notice should
any emergencies or equipment failures occur. We aim to be as flexible as possible when
booking appointments. In the highly unlikely instance that we do need to alter appointments
Dr Naz Clinics will not be liable for consequential loss due to the necessity for patients to
alter their arrangements.
Thank you for choosing Dr Naz Clinics. We strive for clinical excellence, ethical treatment
and high patient satisfaction. If you have any questions about the above policies, please get in
touch.