Company Policies

Skinovation Aesthetics Ltd – Terms & Conditions, Booking Policy & Complaints Procedure Effective Date: 13 March 2025 These Terms & Conditions (“Terms”) form the agreement between Skinovation Aesthetics Ltd (“Skinovation”, “we”, “our”, “us”) and any client, student, or customer (“you”, “your”) who books treatments, purchases products, or enrols in training courses with us. By booking any appointment, purchasing any service, or enrolling in any training course with Skinovation Aesthetics Ltd, you confirm that you have read, understood, and agreed to these Terms in full. 1. Treatment Bookings, Deposits & Appointment Policy 1.1 Deposit Requirement A non-refundable deposit of £50 is required to secure all treatment appointments. This deposit confirms your booking and reserves clinic time with a practitioner. The £50 deposit will be deducted from the total cost of the treatment on the day of your appointment. Appointments are not confirmed until the deposit has been received and cleared. Skinovation Aesthetics Ltd reserves the right to release any appointment slot if the deposit has not been paid. 1.2 Non-Refundable Deposits All deposits paid for treatment appointments are strictly non-refundable under any circumstances. This includes but is not limited to change of mind, personal circumstances, illness, travel disruption, failure to attend an appointment, or late cancellations. Deposits secure practitioner time and clinic resources and therefore cannot be refunded once the booking has been confirmed. 1.3 Appointment Cancellations If you cancel an appointment, the £50 deposit will be retained and is non-refundable. The deposit represents a reservation fee for clinic time and practitioner availability. 1.4 Appointment Rescheduling If you wish to move your appointment to an alternative date this may be permitted subject to availability. If the appointment is rescheduled more than 7 days before the appointment date the deposit may be transferred to the new appointment. If the appointment is rescheduled within 7 days of the appointment date an administration fee of £25 will apply to cover scheduling and administration costs. If the appointment is rescheduled within 48 hours the original deposit will be forfeited and a new £50 deposit will be required to secure another appointment. 1.5 Late Cancellations & No Shows Failure to attend your appointment without prior notice will result in the loss of the £50 deposit and a new deposit will be required before any future bookings can be made. Skinovation Aesthetics Ltd reserves the right to refuse future bookings from clients who repeatedly fail to attend scheduled appointments. 1.6 Lateness Policy Clients are expected to arrive on time for their appointment. If you arrive more than 10 minutes late Skinovation Aesthetics Ltd reserves the right to cancel the appointment, refuse treatment due to insufficient time, and retain the deposit as a late cancellation fee. This policy ensures fairness to other clients and allows the clinic schedule to run safely and efficiently. 2. Training Courses – Bookings, Payments & Cancellation Policy 2.1 Course Deposits A 50% non-refundable deposit is required to secure a place on any training course. Your place on the course is not confirmed until the deposit has been received and cleared. Training places are limited and deposits are required to secure trainer availability, course scheduling, equipment preparation, and model arrangements. 2.2 Full Payment Full payment for training courses must be received at least 24 hours before the course start date. Failure to make full payment may result in the loss of your reserved place on the course. 2.3 Training Course Cancellation Policy Training courses require significant preparation including scheduling trainers, reserving clinic facilities, and arranging models. If you cancel your course booking more than 8 weeks before the scheduled course date a refund may be issued minus a £150 administration fee. This fee covers booking management, course preparation, and administrative costs. If cancellation occurs within 8 weeks of the course start date all course fees paid are non-refundable due to the financial commitments made in preparation for the course including trainer allocation, model bookings, equipment preparation, and reserved training places. Failure to attend a training course without prior notice will result in 100% of the course fee being retained and no refund being issued. 2.4 Course Date Changes Requests to change the course date after booking may be permitted at the discretion of Skinovation Aesthetics Ltd and will be subject to course availability. An administration fee may apply for any approved date change. 3. Online Courses & Intellectual Property 3.1 Online Course Access Students enrolled in online courses will receive lifetime access to the Skinovation Aesthetics secure learning portal which contains training manuals, instructional videos, and educational resources. Access is available 24 hours a day from any compatible device. 3.2 Manual Distribution Policy To protect the intellectual property of Skinovation Aesthetics Ltd we do not provide downloadable PDF copies or physical copies of manuals for online courses. All materials are hosted within the secure online learning portal. 3.3 Intellectual Property Rights All course materials remain the exclusive intellectual property of Skinovation Aesthetics Ltd including manuals, training videos, presentations, and educational documentation. Students may access these materials for personal educational use only. You must not copy, reproduce, distribute, sell, share, upload, or teach from any course materials without written permission from Skinovation Aesthetics Ltd. 3.4 Breach of Intellectual Property Any breach of intellectual property rights may result in immediate termination of course access, legal action for damages, and financial claims for loss of earnings resulting from the unauthorised use or distribution of our materials. 4. Complaints Procedure 4.1 Our Commitment Skinovation Aesthetics Ltd is committed to delivering high standards of service, safety, and professionalism. Where concerns arise we aim to resolve complaints fairly, promptly, and transparently. 4.2 How to Make a Complaint Complaints should be submitted via email to [email protected]. You may also contact us through our website or by telephone. You may appoint a representative to submit a complaint on your behalf if you wish. 4.3 Complaint Escalation Process Your complaint will first be reviewed by our Customer Service Team. If the issue cannot be resolved it will be escalated to Customer Service Management. If you remain dissatisfied the matter will be reviewed by Senior Management for final resolution. 4.4 Response Timeframes Complaints will be acknowledged within 2 business days. Urgent complaints relating to health or safety will be prioritised and addressed as quickly as possible. Most complaints will be resolved within 30 calendar days although complex cases may require additional time for investigation. 5. General Legal Terms Skinovation Aesthetics Ltd reserves the right to refuse treatment where it is not clinically appropriate, refuse training where entry requirements are not met, and amend these Terms & Conditions at any time without prior notice. All treatments and services provided by Skinovation Aesthetics Ltd are subject to professional clinical judgement and safety considerations. These Terms & Conditions are governed by and interpreted in accordance with the laws of England and Wales.