TERMS & CONDITIONS
APPOINTMENTS:
To secure a treatment booking, a valid credit or debit card is required. All bookings are stored in our secure system. Should you fail to notify us of any changes to your appointment within 48 hours, Queens Laser and Skin has the right to charge your bank account. It's important to schedule your treatments in advance to guarantee convenient availability.
Please note that a non-refundable £20 consultation booking fee is applicable. However, this fee can be used as credit towards any laser hair treatment within a 3-month period. If you are deemed ineligible for laser hair removal treatments, the booking fee will not be reimbursed.
If you've been exposed to sunlight recently, we kindly ask that you inform us 48 hours before your scheduled laser hair removal appointment. Failing to observe this recommended time gap and arriving for your appointment with a suntan or artificial tanning product will regrettably lead to the denial of treatment and an associated charge ranging from £20 to £40.
Please note we cannot guarantee full clearance after the recommended number of treatments. Individual results vary due to hormones, genetics medicine, and lifestyle.
CHANGES TO YOUR APPOINTMENT:
Clients have the flexibility to either cancel or reschedule appointments whenever needed, provided they give a minimum notice of 48 hours before the scheduled appointment time. To initiate a cancellation or rescheduling, kindly reach out to us via email at: contact@queenslaser.co.uk. Alternatively, you have the option to adjust through the online booking system, accessible through email reminder/confirmation.
If appointments are missed, a corresponding fee will be deducted from your account. The fee stands at £20, except for 2-hour laser hair removal sessions, which incur a £40 fee. For skincare treatments, the fee will be set at 50% of the treatment's total cost.
In cases of no-shows, date misunderstandings, car troubles, or family emergencies, refunds for bookings will not be possible unless a notice of at least 48 hours is provided. We want to express our understanding for these legitimate reasons, but due to the frequency of such occurrences among our extensive customer base, we regretfully cannot make any exceptions. Please know that Queens Laser Hair and skin empathises with these situations, but the outlined policy stands without exceptions.
If payment charges are unsuccessful, we require you to make payment within 7 days. Failure to make payment within 7 days will result in all your future bookings canceled.
LATE ARRIVALS:
We kindly suggest clients to arrive with a 5-minute buffer. While we do provide a 15-minute window for late arrivals, please understand that ensuring fairness to clients who arrive punctually requires us to be cautious about accommodating the initially scheduled service. If your arrival exceeds the 15-minute mark and we are unable to fit in your appointment, a charge of £20.00 or £40.00 for specific cases will be applicable.
We request that all clients consider the occasional delays in our clinic's schedule that may arise from factors beyond our control. However, we still anticipate our clients to maintain their timeliness, and we strive to have you attended to within 15 minutes.
THERAPISTS:
Assigning a single therapist for all your treatments cannot be assured due to availability constraints. Should your designated therapist be unavailable for any reason, we will make every effort to arrange an alternative therapist for you. Opting to cancel your appointment under such circumstances will incur a cancellation charge.
In a scenario where a therapist falls ill or faces an emergency, leading to a lack of coverage, Queens Laser and Skin retains the authority to cancel your appointment.
PURCHASES:
Please note that any purchased packages are both NON-REFUNDABLE and NON-TRANSFERABLE. Our pricing is subject to potential changes at any time, which might occur without prior notice due to ongoing promotional offers. Once a booking is confirmed, the paid price remains definitive, and no adjustments will be made based on later reductions in course prices.
For laser hair removal purchases, there is a window of 24 months from the date of purchase to utilise the package, while skin care treatment purchases provide a 12-month window. In the circumstance of pregnancy, we advise planning your visit after your second menstruation. It's important to note that we offer an ample extension window of 15 months for accommodating potential scheduling adjustments.
In the event of an abrupt medical condition that prevents your continued treatment, you must obtain a medical letter from your doctor. Refunds will only be granted under such circumstances. If you've already undergone a session, the refund will be calculated according to the FULL price list, reimbursed as the equivalent of a pay-as-you-go cost, and any non-attendance charges will be applied.
Please be aware that any potential unknown side effects resulting from treatments cannot be attributed to Queens Laser and Skin.
COMPLAINTS:
Queens Laser and Skin is dedicated to delivering exceptional customer service. We embrace any feedback or complaints as valuable opportunities to enhance our services.
Our commitment is to treat each client with fairness and equality.
PROCEDURE FOR HANDLING COMPLAINTS:
Our approach does not aim to assign blame, determine negligence, or offer compensation. Clients have the right to submit complaints in written form to info@queenslaser.co.uk.
When a complaint is received, either through email or verbally, we will record the client's name, address, phone number, and details of the complaint, including the relevant date. Subsequently, a written document summarising this information will be prepared and directed to the complaints department. Within 14 working days of the complaint's receipt, the client can anticipate a response. This timeframe allows us to conduct a thorough investigation.
The purpose of this policy is to ensure that complaints are addressed in an appropriate manner, with every complaint or comment taken earnestly. Throughout the complaints process, Queens Laser and Skin remains committed to providing support to our clients.