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TERMS & CONDITIONS

Marble Surface

1. Introduction

1.1. Queens Laser & Skin (“the Clinic”, “we”, “us”, “our”) provides professional laser and skincare treatments performed by qualified practitioners using medical-grade, FDA-approved equipment.
1.2. By booking or purchasing any consultation or treatment, whether online, by telephone, or in person, the client (“you”, “your”) agrees to be bound by these Terms of Business, which form a legally binding contract between you and the Clinic.
1.3. Our services include Laser Hair Removal, Facials, Cosmelan De-Pigmentation, Chemical Peels, Dermapen & Microneedling, and Herbal Peels.

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2. Appointments and Payments

2.1. All appointments must be secured with a valid debit or credit card.
2.2. Full payment must be made at the time of booking unless otherwise agreed in writing.
2.3. Once a booking is confirmed, the time slot is reserved exclusively for you.
2.4. Clients purchasing multi-session packages must attend all sessions within the validity period stated at the time of purchase.
2.5. Missed Appointments:
  a. If you fail to attend a session or provide less than forty-eight (48) hours’ written notice of cancellation or rescheduling, the session will be deemed forfeited and the payment retained in full.
  b. You may purchase an additional session at the prevailing single-session rate if you wish to continue treatment.
2.6. Appointments are non-transferable and cannot be substituted for other services.

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3. Cancellation and Rescheduling Policy

3.1. A minimum of 48 hours’ written notice is required to cancel or reschedule an appointment.
3.2. Notice must be provided in writing to contact@queenslaser.co.uk or through the online booking system.
3.3. Cancellations made with less than 48 hours’ notice, or failure to attend, will result in the full treatment fee being retained by the Clinic and the session forfeited.
3.4. This policy applies in all circumstances, including illness, family emergencies, travel issues, or scheduling misunderstandings.
3.5. Appointment slots are reserved exclusively for you. Short-notice cancellations cause financial loss, and therefore no exceptions are made.
3.6. The Clinic reserves the right to refuse future bookings to clients who repeatedly cancel or fail to attend.

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4. Therapist Availability and Clinic Cancellations

4.1. The Clinic will endeavour to provide continuity of care; however, it cannot guarantee that the same therapist will perform each treatment.
4.2. In cases of therapist unavailability, another suitably qualified practitioner will conduct your treatment.
4.3. Clients may not cancel, reschedule, or request a refund on the basis that their preferred therapist is unavailable.
4.4. Should the Clinic need to cancel an appointment due to staff illness, equipment maintenance, or unforeseen circumstances, clients will be notified promptly and offered an alternative appointment.
4.5. The Clinic’s liability in such cases is limited to rescheduling the appointment. The Clinic shall not be liable for any consequential or incidental costs (including travel or loss of earnings).
4.6. Refunds are only provided if the Clinic is permanently unable to fulfil the treatment purchased.

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5. Pregnancy and Medical Conditions

5.1. Clients must inform the Clinic immediately if they are pregnant, planning pregnancy, or suspect pregnancy.
5.2. Laser treatments are not permitted during pregnancy.
5.3. Treatment packages may be suspended for up to fifteen (15) months from the date of your last session. Treatment can resume after your second menstrual cycle following childbirth.
5.4. Refunds will not be issued due to pregnancy.
5.5. If you develop a medical condition preventing treatment, a doctor’s or consultant’s letter must be provided confirming that treatment is unsafe to continue.
5.6. Refunds, if granted, will be calculated at the full single-session rate for all sessions already taken, with the remaining balance refunded at the Clinic’s discretion.
5.7. The Clinic reserves the right to verify medical documentation and may refuse a refund if insufficient evidence is provided.

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6. Client Health, Medical History and Disclosure

6.1. For your safety and to ensure suitability of treatment, you are required to complete a comprehensive medical consultation form prior to your first treatment and to update it as necessary.
6.2. You must disclose all relevant health, medical, and skin conditions, including but not limited to:

  • Dermatological or hair-related diseases (e.g., psoriasis, eczema, dermatitis, alopecia, or folliculitis);

  • Infectious or communicable diseases;

  • Hormonal disorders (e.g., PCOS, thyroid conditions);

  • Use of medication such as isotretinoin, antibiotics, or steroids;

  • Any history of keloid scarring or poor wound healing;

  • Any known allergies or sensitivities;

  • Any cosmetic or laser procedures carried out by other clinics.
    6.3. Clients who have received treatment at another clinic must inform the Clinic of the type, date, and area of previous treatment. The Clinic shall not be held liable for complications or adverse effects arising from prior procedures performed elsewhere.
    6.4. Clients who have pre-existing medical or skin conditions, or who have undergone treatment elsewhere, indemnify Queens Laser & Skin against all losses, liabilities, claims, damages, or expenses (including legal fees) arising from or connected with such conditions or prior procedures.
    6.5. Clients must disclose all known allergies, particularly to products, anaesthetics, or topical solutions. Failure to do so may result in adverse reactions for which the Clinic accepts no responsibility.
    6.6. Clients understand that full transparency is essential for safe and effective treatment. Providing incomplete, inaccurate, or misleading information may result in personal injury or unsatisfactory results.
    6.7. By signing or booking, you confirm that the information provided is true, complete, and accurate to the best of your knowledge.
    6.8. If any false or misleading information is supplied, or relevant facts are withheld, you agree to indemnify and hold harmless Queens Laser & Skin, its staff, and affiliates from all claims, demands, actions, losses, or liabilities arising as a result, including third-party claims

 

7. Treatment Outcomes and Results

7.1. The Clinic provides treatments using professional-grade equipment operated by qualified staff. However, no guarantee of results is made or implied.
7.2. Individual outcomes depend on factors including skin type, hair colour, hormonal influences, medical conditions, medication, and adherence to aftercare.
7.3. Clients acknowledge that multiple sessions may be required to achieve desired results and that individual response to treatment varies.
7.4. Dissatisfaction with the outcome of treatment shall not entitle the client to a refund or chargeback.

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8. Packages, Refunds and Chargebacks

8.1. All treatment courses, packages, and promotional offers are strictly non-refundable and non-transferable, except where required by law.
8.2. Packages must be used within twenty-four (24) months (laser treatments) or twelve (12) months (skin treatments) from purchase. Expired sessions are forfeited without refund.
8.3. Prices are subject to change. Discounts and promotions apply only at the time of purchase and cannot be retrospectively applied.
8.4. Refunds will only be considered if:
  a. The client is medically unable to continue treatment (supported by official medical documentation); or
  b. The Clinic is permanently unable to provide the service purchased.
8.5. If a refund is approved, all completed sessions will be charged at the full single-session rate.
8.6. Chargebacks: Unauthorised or unjustified chargebacks constitute a breach of contract. The Clinic reserves the right to pursue recovery of funds and all associated administrative, legal, and banking costs.

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9. Conduct in Clinic

9.1. Queens Laser & Skin maintains a professional, safe, and respectful environment.
9.2. Abusive, aggressive, or inappropriate behaviour toward staff or other clients will result in immediate refusal of service and forfeiture of any remaining treatments without refund.
9.3. For health and safety reasons, no person under the age of sixteen (16) is permitted in the clinic, even if accompanied by an adult.
9.4. Clients must behave responsibly and follow all staff instructions while on the premises.
9.5. Mobile phones must be kept on silent during treatments.

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10. Clinic Cancellations

10.1. In the event that the Clinic must cancel or postpone an appointment due to therapist illness, equipment issues, or other operational requirements, clients will be notified as soon as practicable.
10.2. The session will be rebooked at the earliest available opportunity at no extra charge.
10.3. The Clinic’s liability is limited strictly to rescheduling the appointment.
10.4. The Clinic is not responsible for travel, accommodation, or any consequential losses incurred as a result of cancellation.
10.5. Refunds will only be considered if the Clinic is permanently unable to deliver the service purchased.

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11. Distance Selling and Right to Cancel

11.1. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, clients who purchase treatments online or by telephone may cancel within fourteen (14) days of purchase, provided no treatment or consultation has occurred.
11.2. If you book an appointment to take place within the 14-day period, you expressly consent to the service commencing before the end of the cooling-off period.
11.3. Once any service, consultation, or patch test has been performed, the right to cancel under the Regulations no longer applies.
11.4. No refunds will be provided after treatment has begun.

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12. Complaints Procedure

12.1. The Clinic values client feedback and aims to resolve complaints promptly and fairly.
12.2. Complaints must be made in writing to info@queenslaser.co.uk including your full name, contact details, treatment date, and a clear summary of the concern.
12.3. The complaint will be acknowledged within five (5) working days, investigated thoroughly, and responded to in writing within fourteen (14) working days.
12.4. The existence of this procedure does not constitute an admission of liability or guarantee of compensation.

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13. Data Protection

13.1. The Clinic processes all personal information in accordance with the UK General Data Protection Regulation (UK GDPR).
13.2. Data is collected and used solely for treatment, booking, and communication purposes and is stored securely.
13.3. Information will not be shared with third parties unless legally required or expressly authorised by the client.

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14. Limitation of Liability

14.1. To the fullest extent permitted by law, the Clinic’s total liability for any claim arising from treatment, negligence, or breach of contract shall not exceed the total amount paid for the treatment in question.
14.2. The Clinic shall not be liable for indirect, consequential, or economic losses, including emotional distress, reputational damage, or loss of income.
14.3. Nothing in these Terms limits liability for death or personal injury caused by the Clinic’s negligence.

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15. Governing Law and Jurisdiction

15.1. These Terms of Business are governed by and construed in accordance with the laws of England and Wales.
15.2. Any dispute arising under or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.

Client Declaration

By booking or attending any appointment with Queens Laser & Skin, you confirm that you:

  • Have read, understood, and agree to be bound by these Terms of Business;

  • Have disclosed all relevant medical, skin, and allergy information truthfully and completely;

  • Acknowledge that failure to provide accurate information may result in personal injury or ineffective treatment; and

  • Indemnify Queens Laser & Skin against any loss, liability, or claim arising from false information, omissions, prior treatments, or non-disclosure.

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