Skinovation Aesthetics – Terms & Conditions, Policies & Complaints Procedure

Effective from 13/03/2025

These Terms & Conditions (“Terms”) set out the agreement between Skinovation Aesthetics Ltd (“we”, “us”, “our”) and the client or student (“you”, “your”). By booking any treatment, purchasing any product, or enrolling in any training course with us, you agree to comply with and be bound by the following terms.

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1. Deposits & Appointment Cancellations

1.1 Deposit Requirement

• A non-refundable deposit of £25 is required to confirm all treatment bookings.
• This deposit will be deducted from the total treatment cost at the time of your appointment.

1.2 Refunds for Cancellations

• Deposits are fully refundable if you cancel your appointment with at least 48 hours’ notice.
• Refunds will be processed via the same payment method used at the time of booking.

1.3 Late Cancellations / No Shows

• If you cancel with less than 48 hours’ notice or fail to attend your appointment, you will forfeit your deposit and any payment made towards your treatment.

1.4 Pre-Paid Treatment Packages

• If you fail to attend an appointment from a pre-paid package, one session will be deducted as a cancellation charge.
• Example: If you have 5 sessions remaining of laser hair removal and miss your appointment, you will lose 1 session.

1.5 Partial Payments through Third-Party Platforms

• Deposits or partial payments made via platforms such as Booksy are non-refundable in the event of late cancellation or a no-show.

1.6 Lateness Policy

• If you are more than 10 minutes late for your appointment and have not notified us by phone or email, your booking will be cancelled and any payment made will not be refunded.

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2. Training Course Bookings & Cancellations

2.1 Deposit Requirement

• A 50% deposit is required to secure your place on any training course.

2.2 Full Payment

• Full payment must be received and cleared at least 24 hours before the course start date.
• If payment is made via a payment link, please allow up to 24 hours for funds to clear.
• If booking within 24 hours of the course, you must make an instant payment by calling the Training Academy directly.

2.3 Failure to Pay

• Failure to make full payment before the course start date will be treated as a cancellation and re-booking, with cancellation fees applied.

2.4 Refund Policy

• Full refund minus £150 administration fee if cancelled with at least 6 weeks’ notice.
• Cancellations made within 2 months of the course date will result in loss of 100% of the course fee at the original course price (not the discounted price).
• Group booking discounts are applied per person; if one member cancels, their refund will be reduced to offset the discount provided to the remaining members.

2.5 Credit Card Fees

• Credit card processing fees are non-refundable.

2.6 Date Changes

• If you request to move your booking to a later date after payment, this will be treated as a cancellation and re-booking, with relevant cancellation and administrative fees applied.

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3. Online Courses – Manuals & Materials

3.1 Access to Materials

• Students enrolled in any online course will receive secure lifetime access to our learning portal, where course manuals, training videos, and other resources can be accessed from any device at any time. No refunds on ‘online courses’.

3.2 Manual Distribution Policy

• We do not send physical or PDF copies of our manuals for online courses under any circumstances. This policy is in place to:
  • Protect the intellectual property of Skinovation Aesthetics Ltd.
  • Prevent unauthorised copying, resale, or distribution of our materials.
  • Ensure our content remains current and updated in one secure location.

3.3 Intellectual Property Rights

• All course materials remain the sole property of Skinovation Aesthetics Ltd.
• You may view and study the content for your own personal education.
• You must not copy, reproduce, sell, distribute, or share our manuals or training materials without our written permission.

3.4 Breach of Policy

• Any breach of this policy may result in:
  • Immediate termination of course access.
  • Legal action for damages.
  • A claim for loss of earnings due to the unauthorised use of our intellectual property.

3.5 Access Support

• If you experience any difficulties accessing the portal, contact us at [email protected] and we will assist you.

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4. Customer Complaints Policy

4.1 Commitment to Service Excellence

• We are committed to delivering a high standard of service at all times and resolving complaints quickly and fairly.

4.2 Our Responsibilities

• Provide a structured, fair process for complaint resolution.
• Ensure accessibility for all customers, including those with disabilities.
• Keep customers informed of complaint progress and timeframes.
• Review complaints quarterly to improve service delivery.

4.3 How to Make a Complaint
Step One:

• Contact our Customer Service team via phone, email, or through our website contact form.
• You may request our response in writing.
• You may appoint an authorised representative to deal with the complaint on your behalf.

Step Two:

• If unresolved, your complaint will be escalated to Customer Service Management.
• If you remain dissatisfied, it will be escalated to Senior Management for review.

4.4 Response Times

• We will acknowledge your complaint within 2 business days.
• Urgent complaints (e.g., involving health & safety) will be prioritised and resolved within 2 working days where possible.
• Most complaints are resolved within 30 calendar days; complex cases may take longer, but regular updates will be provided.

4.5 Contact for Complaints

• Email: [email protected]