Terms and Conditions

Cancellation Policy:

All ‘Dr Sophie’ bookings are subject to a strict 72 working hours’ notice policy to cancel or reschedule and 48 working hours in respect of all other appointments. 

Booking fee Policy

A booking fee is required to secure any appointment, below is an indication of the payment required:

Medical director consultation: £250 (this is not redeemable against treatment)

Doctor consultation: £150 (this is redeemable against selected aesthetic injectable treatments with the doctor within 4 weeks of the original consultation)

Therapist consultation or skin assessment; £50 (this fee is redeemable against treatment with the therapist within 4 weeks of the original appointment).

Nurse consultation: £75 (this fee is redeemable against treatment with the nurse within 4 weeks of the original appointment).

Lead Nurse Consultation: £150 (redeemable against selected treatments within 4 weeks of the initial consultation).

Dermatology Nurse Consultation (London): £150 (this fee is not redeemable against treatment)

Treatment appointments: a non-refundable part payment of £100 is required to secure your treatment booking (or £500 for Sofwave, Coolsculpting, Profound or any procedure whose value is more than £1,000).

All appointment booking (including online)

Full payment is required upon booking to secure any appointment. If a patient wishes to cancel their appointment and they have given the required notice, then a refund may be granted, subject to an automatic administration fee of 50% of the appointment or prepayment value.

The booking fee or ‘prepayment’ is non-refundable within the 72 or 48 (working) hours’ notice period. The only exception is if the patient is deemed medically unsuitable for treatment by the doctor or practitioner. Under these circumstances the booking fee may be refunded, subject to the usual administration fee.

Retail sales

All our retail sales are fulfilled through our partner, Get Harley. You are still purchasing personalised product recommendations from your practitioner but it will be dispensed from our digital shelf in a beautiful package to your home address. All the terms & conditions of sale will be issued with your orders, refunds may only be given on unused products within 10 days of purchase. For more information please ask in the clinic.

Refund Policy:

If a refund is valid, and sufficient notice has been given, refunds are subject to an administration fee of 50% of the amount paid. Refunds may take up to 10 working days to process via BACS, STRIPE or PDQ (depending on the original payment method) and cash refunds are not given.

0% finance option:

We offer 0% finance through a third party lender and the agreement is between the patient and the lender. On application, you will be provided with all the terms & conditions of finance before your application is approved. Consultation fees are not redeemable against treatments which are paid for by 0% finance and Dr Sophie’s procedures are not eligible for 0% finance.

Child Policy:

In accordance with our professional registration, children under the age of 18yrs are not permitted in the clinic. Please be aware that if you do bring a child in with you into the clinic you will automatically forfeit your treatment.

Birthday, Referral, Survey and Review Voucher terms & conditions:

• These vouchers are non-transferable and have no cash value.
• Vouchers must be redeemed within 30 days of the issue date.
• Vouchers cannot be used against skin care products, prescription products or procedures or doctor treatments.
• These vouchers cannot be used in conjunction with any other offer and apply to treatments with a minimum spend of £100.
• The £50 referral voucher will be applied to a patient’s account once the referred person becomes a paying patient.

Gift Vouchers:

• Illuminate gift vouchers are non-transferable and cannot be exchanged for cash.
• Gift vouchers are non-refundable.
• Gift vouchers can be purchased for a specific treatment or value.
• Gift vouchers are strictly valid for 12 months from date of purchase only.
• Gift vouchers can only be redeemed in clinic and not online.

Special Offer and Seasonal Facial:

• Our facial offers may be valid in our Kent only, please check before purchasing.
• One facial per person can be purchased, these cannot be purchased as a course of treatments.
• Non-transferable.
• Special offers will be subject to diary availability and suitability.
• Each offer will have an expiry date, please check before purchase.

Treatment packages:

Treatment packages (courses of treatments) are valid for 12 months and all treatments must be used within this time, or they will be forfeited.

Unused or part used treatment packages will not be refunded unless you are deemed medically unsuitable to continue by your practitioner. In these circumstances the remaining value of your package can be applied to an alternative treatment, or the number of single treatments will be calculated, and the balance can be refunded.

Treatment packages are non-transferable to products.

Liability

It is the patient’s responsibility to ensure that he or she provide Illuminate Skin Clinic with all relevant medical details prior to each treatment. Illuminate will not be liable for any damage that occurs as a result of the patient’s failure to disclose such details.

Consent

All patients will be required to sign an informed consent prior to undergoing any treatment.

Referral and Loyalty Scheme

Complaints

Illuminate Skin Clinic endeavours to treat all its patients appropriately, compassionately and fairly. If, however, you have an issue with any matter in relation to your treatment at Illuminate you are entitled to lodge a complaint, either in person, by telephone or in writing. Your complaint will be acknowledged within 2 working days and we will do our best to resolve your complaint locally within 28 days. Should you remain unhappy with our final response or investigation you may be able to refer your complaint to the Independent Sector Complaints Adjudication Service at iscas.org.uk within 6 months of the final response.