Terms and Conditions

At Leicester MediSpa, we are committed to providing a safe, professional and welcoming experience for every client. These terms and conditions are in place to help us deliver the highest standard of care, manage appointments fairly and ensure that all clients receive the time and attention they deserve.
If you have any questions about these terms, please speak to a member of our team before booking or attending your appointment.

PRE-APPOINTMENT FORMS, MEDICAL HISTORY AND PRE-TREATMENT INSTRUCTIONS

To help us provide safe and appropriate treatment, you will be asked to complete a medical history questionnaire before your appointment. A link to your medical history form will be included in your appointment confirmation email. Where possible, we kindly ask that you complete the form thoroughly and accurately before attending the clinic.

Completing your medical history in advance allows our team to review the information provided and, where possible, identify any concerns or reasons why your planned treatment may not be suitable before you arrive.

Please ensure that all relevant medical information is disclosed, including any health conditions, medications, allergies, recent procedures or changes to your health or skin. It is important that the information provided is accurate and up to date.

You may also be given access to consultation, consent or treatment-specific information before your appointment. Some forms may be completed in advance, while others will be discussed and completed with your practitioner when you attend the clinic.

Where possible, we will review your medical history before your appointment and contact you in advance if there is an obvious reason why your planned treatment may not be suitable.

However, completing your medical history form and having it reviewed in advance does not guarantee that treatment will be able to go ahead. Your suitability may depend on further information, an in-person assessment, your current skin condition or any changes to your health, medication or circumstances.

Pre-treatment information and instructions may also be sent before your appointment. Please read these carefully and follow any guidance provided. This may include instructions regarding the use of active skincare ingredients before facial treatments, sun exposure before laser treatments, medication, recent procedures, changes to the skin or other factors that may affect the safety or suitability of your treatment.

If you are unsure whether you are suitable for your appointment, or if there have been any changes since completing your medical history questionnaire, please contact us before attending so that we can advise you.

If you attend an appointment without following the relevant pre-treatment instructions, or if important information that may affect your suitability has not been disclosed, we may be unable to proceed with treatment. In these circumstances, the appointment may be treated as a late cancellation and the applicable deposit may be retained, the treatment fee may be charged or the relevant session may be deducted from a pre-paid course or package.

We understand that circumstances can change and that some factors may arise unexpectedly. Each situation will be considered individually, with your safety and wellbeing remaining our priority.

CANCELLATION AND RESCHEDULING OF APPOINTMENTS

Leicester MediSpa operates a 48-hour cancellation and rescheduling policy for all appointments. For appointments lasting more than three hours, a minimum of 72 hours’ notice is required.

If you need to cancel or rearrange your appointment, we kindly ask that you provide the required notice. Where adequate notice is not provided, Leicester MediSpa reserves the right to retain any deposit paid, charge the full cost of the booked treatment or deduct the relevant session from a pre-paid treatment course or package.

For redeemable consultations, any deposit paid will be retained if you fail to attend or cancel or rearrange your appointment with less than 48 hours’ notice.

For all other treatment appointments, any deposit paid may be retained where an appointment is cancelled or rearranged without the required notice.

If you become unwell within the applicable notice period, please contact us as soon as possible. We understand that illness can arise unexpectedly and each situation will be considered individually. Where possible, we may offer alternative arrangements at our discretion. However, Leicester MediSpa reserves the right to retain any deposit paid, charge the applicable treatment fee or deduct the relevant session from a pre-paid course or package where appropriate.

If you do not attend your appointment without providing prior notice, the full treatment fee will be charged or forfeited. Where an appointment has been booked using a pre-paid treatment course or package, the relevant session will be deducted and treated as having been used. A new payment or deposit will be required before a future appointment can be booked.

To make cancelling or rearranging your appointment as straightforward as possible, you can contact us in person, by telephone, email, WhatsApp or Instagram direct message.
If you need to contact us outside of our opening hours, you may email info@leicestermedispa.co.uk, leave a voicemail on 0116 303 2555, send us a WhatsApp or contact us via Instagram direct message. Although we may not respond outside of our opening hours, the time your message is sent will be used to determine whether the required notice has been provided.

Our opening hours are Tuesday, Thursday, Friday 10:30am – 7:00pm, Wednesday 10:30am – 5:30pm & Saturday, 10:30am to 6:00pm.

DEPOSITS AND PAYMENTS

A deposit will be required at the time of booking to secure your appointment in our diary. The deposit amount will vary depending on the consultation, treatment or service selected.

Some consultation fees are redeemable against the cost of treatment but are non-refundable. If you decide not to proceed with treatment, or are assessed as unsuitable following your consultation, any deposit or consultation fee paid will remain non-refundable. Where appropriate, it may be transferred towards an alternative suitable treatment or service at Leicester MediSpa’s discretion.

Where a treatment, course or package is purchased as part of a promotional offer, the full promotional price may be required at the time of booking to secure the offer and guarantee the advertised price, unless otherwise stated or agreed at the time of booking.

For treatments offered on a pay-per-session basis, payment for each session is due at the start of the appointment, unless otherwise agreed.
Where a treatment is booked using a course, package or pre-paid treatment plan, the relevant session may be deducted in accordance with our cancellation and non-attendance policy.

REFUNDS

If you change your mind within 48 hours of making payment, you may request a full refund, provided that no treatment, consultation or service has been received or commenced.

After 48 hours, treatment purchases, treatment courses and packages are non-refundable.

However, where appropriate, treatments may be transferred to an alternative suitable treatment or converted into a clinic credit note within 14 days of purchase. Any alternative treatment or credit will be subject to the relevant pricing, suitability assessment and applicable terms at the time of transfer.

Due to hygiene, health and safety considerations, products purchased from Leicester MediSpa are non-refundable and cannot be returned or exchanged once they have left the clinic, unless the product is faulty, damaged or has been supplied incorrectly.

This does not affect your statutory rights.

LATE ARRIVALS

We kindly ask clients to arrive on time for their appointment and allow sufficient time to complete any required forms if these have not been completed online in advance.

We will always try to accommodate late arrivals where possible. However, depending on the length of the delay and our appointment schedule, your treatment time may need to be reduced or your appointment may need to be rearranged.

Where an appointment cannot go ahead due to a late arrival, the appointment may be treated as a late cancellation and the applicable cancellation charge, loss of deposit or deduction from a treatment course or package may apply.

TREATMENT DISCLAIMER

At Leicester MediSpa, we aim to provide safe, professional and effective treatments tailored to each client’s individual needs. While we strive to achieve the best possible outcomes, treatment results vary between individuals and cannot be guaranteed.

Results may be influenced by factors including individual biology, skin condition, medical history, response to treatment, lifestyle, diet and adherence to any recommended aftercare.

Following an assessment or during a course of treatment, we may recommend changes to your treatment plan where this is considered appropriate for your individual needs, safety or expected outcome.

POLICY ON CHILDREN

Children must not be left unaccompanied in the reception area. Our Front of House team are not trained or insured to supervise children, and we respectfully ask clients not to request that staff look after children during their appointment.

For health and safety reasons, children are not permitted in laser treatment rooms at any time.

POLICY ON PETS

Pets are not permitted in treatment rooms for hygiene, health and safety reasons.

Assistance dogs are welcome. Please let us know in advance where possible so that we can make suitable arrangements.

GIFT VOUCHERS

Purchased gift vouchers are non-refundable and cannot be exchanged for cash. Unless otherwise stated, gift vouchers are valid for 12 months from the date of purchase.

When booking an appointment using a gift voucher, please provide the voucher number and bring the voucher with you to your appointment.

Gift vouchers awarded, gifted or issued by Leicester MediSpa as part of a competition, promotion or goodwill gesture may be subject to a shorter validity period or additional terms. The applicable expiry date will be stated on the voucher or communicated at the time of issue.

PROMOTIONAL OFFERS

Unless otherwise stated, promotional offers are limited to one offer per person and cannot be used in conjunction with any other offer, promotion, discount or product purchase.

Promotional offers are subject to availability and may be withdrawn or amended without notice. Where a promotional price requires payment in full at the time of booking, the offer will only be secured once payment has been received.

COMPLIMENTS, FEEDBACK AND COMPLAINTS

At Leicester MediSpa, we want every client to feel listened to, supported and happy with the care and service they receive.

We welcome compliments, feedback, suggestions and concerns, as this helps us understand what we are doing well and where we can improve.

If there is anything you have particularly enjoyed about your experience, or if there is anything you feel we could have done better, please let us know. We value the opportunity to listen, address any concerns and continue improving the experience we provide for our clients.

Compliments, feedback or complaints can be sent by email to the Leicester MediSpa Manager at manager@leicestermedispa.co.uk.

We aim to acknowledge formal complaints within five working days and will investigate the matter appropriately. We will respond as soon as reasonably possible and keep you updated if additional time is required.