Last Updated: January, 2024

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Set out below are the terms on which Blueness Beauty Limited, trading as Blueness Beauty, provides service to its clients / patients. Please ensure that you have read and fully understood them prior to booking any treatment.

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1. Deposit and Cancellation Policy

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Booking a consultation: We take a fully refundable (subject to terms) deposit of £20 for consultations. Should you need to cancel or reschedule we kindly ask that you call us 24 hours before your appointment. Failure to give a minimum of 24 hours’ notice will result in the deposit being retained by the clinic . Our services are in high demand. This allows us to manage our healthcare practitioner diaries and offer the appointment time to another patient. Your deposit can be refunded or used towards the cost of any treatment or product if you make the decision to cancel or reschedule your appointment before the 24 hours of the appointment date. Any applicable refunds will be processed within 28 working days.

Consultation Fee Policy 

• The £20 consultation fee is only refundable in the following cases:

-  If the therapist determines that the treatment cannot be performed due to the client’s medical history.

- If the client provides a doctor’s note stating they are medically unable to proceed with the treatment after the consultation.

• If the client decides not to proceed with the treatment for personal reasons, the consultation fee remains non-refundable.

Patch Test Fee Policy

• The patch test fee is redeemable towards the cost of the treatment.

• The patch test fee is only refundable if the client experiences an allergic reaction to the laser treatment.

• If the client does not proceed with the treatment for any other reason, the patch test fee remains non-refundable.

Booking Single treatments: We take a fully refundable (subject to terms) deposit of £20 for any treatments. This is refunded should you need to cancel or reschedule up to 24 hours before the treatment date. Failure to give a minimum of 24 hours’ notice will result in the deposit being retained by the clinic. Any applicable refunds will be processed within 28 working days.

Booking treatment from a pre-paid value pack: Should you need to cancel or reschedule we kindly ask that you contact us a minimum of 24 hours before your appointment. Failure to give a minimum of 24 hours’ notice will result in the treatment being redeemed by the clinic, with no refund being available.

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2. Appointments and cancellations

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All Practitioners / Therapists at Blueness Beauty are trained and approved in accordance with the company’s treatment protocols. Therefore Blueness Beauty does not guarantee continued treatment with a named therapist.

If you are unable to attend your appointment, please contact us immediately on 07897747777

Prior to your appointment we will inform you of any preparation required in advance of your treatment. Failure to follow the advice or guidelines may result in cancellation of your appointment, reduced treatment time, treatment being redeemed and /or additional fees being charged.

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3. Appointments Arrival Protocol

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• Where possible clients are asked to arrive around 10 minutes prior to their appointment time.

• We reserve the right to cancel or postpone a consultation or treatment, if you present with what appears to be fever or cold symptoms.

• Face Treatments: All make-up must be removed prior to attending for treatment.

• Laser hair removal or laser tattoo removal: Area should be shaved and/or hair removed prior to attending for treatment.

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4. Credit Card details, deposits and payments

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• To secure an appointment with Blueness Beauty a deposit is required.

• Prices may vary by clinic. Please refer to the price list on the website for your chosen clinic or contact your clinic for their price list.

• We ask that you make payment via card or contactless payment to avoid the handling of cash.

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5. Courses of treatments

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• All treatments purchased as a course must be paid in full in advance of the first treatment. All treatment courses (*except tattoo removal) must be performed within 12 months of the date of purchase; any treatments not performed within 12 months will be forfeited, with no refund available. *Tattoo removal treatments must be taken within 24 months of the date of purchase; any treatments left untaken after 24 months will be forfeited, with no refund available.

• When booking a laser hair removal course of treatment, the first 2 appointments must be performed in the clinic where the treatment course was originally purchased. Should the client change clinics, which they are within their rights to do, an additional test patch may be necessary. If an additional test patch is required, fees for this service must be borne by the client. The full course of a Value Pack must be utilized within 12 months to avoid forfeit.

• Value packs are only refundable for medical reasons and are subject to approval of the Clinical Services Director. Any refund agreed is calculated by deducting the full list price of all treatments already performed, plus any charged for non-attendance and a cancellation fee of £50, from the total price of the course of treatment, with the difference returned to you. Any applicable refunds will be processed within 28 working days.

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6. Treatment suitability

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• Our Practitioners / Therapists at Blueness Beauty will always assess whether treatment is suitable for you, or likely to be successful, prior to any treatment being carried out. If not, we will inform you as to the reasons why. You will only be liable for the cost of the initial consultation, where applicable, if you are later found to be unsuitable for a treatment.

• It is the client’s responsibility to ensure that they provide Blueness Beauty with all the relevant medical details prior to each treatment.

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7. Liability

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• Blueness Beauty will not be liable in contract, tort or otherwise for any economic loss (including, without limitation, loss of profit), or for any other special, indirect or consequential loss or damage arising out of, or in connection with, its provision of any goods and/or services to the client.

• Clients will be required to read and sign an applicable consent form prior to treatment. We are unable to provide any treatment without your written consent.

• It is the client’s responsibility to ensure that they provide Blueness Beauty with all relevant medical details prior to each treatment. Blueness Beauty will not be liable for any damage that occurs because of the client’s failure to disclose such details.

• The client agrees to comply with all instructions and/or recommendations given to them by, or on behalf of, Blueness Beauty regarding the care of a treated area.

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8. Your right to complain

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• At Blueness Beauty we strive to provide our patients with the best service possible, and your feedback allows us to address any concerns that you may have and improve our service. If you are unhappy with any part of our service, please let us know.

• You can speak with a member of staff involved in your care. If you do this, we can try to resolve your complaint there and then. If you do not want to speak to the staff involved in your care, you can ask to speak to the Clinic Manager. Alternatively, you can write to the Clinic Manager. You will find the Clinic Manager’s details on a poster displayed within the clinic or you can ask a member of staff for the details.

• If you agree to someone making the complaint on your behalf, it is important that you know that we will need to ask for your permission for us to deal with that person.

• If you would like advice on making a complaint, you can contact your local Citizens Advice Bureau.

• If you have spoken with a staff member involved in your care or the Clinic Manager, it is possible that they will be able to resolve your complaint straight away. However, they may require to make enquiries before they can respond to your complaint and if that is the case they will keep you updated on this.

• If we cannot resolve your complaint at this stage, we may suggest that you escalate your complaint to our central team, or our Clinic staff may do this for you. Once escalated to our central team, your complaint will be acknowledged within three working days (Monday to Friday) either by letter or email.

• We will investigate your complaint and will aim to reply to you within 20 working days. We may contact you for more information or to discuss your complaint during this time.

• In some cases, we may need more time to investigate your complaint and reply to you. If that is the case, we will let you know and provide a timeframe within which you can expect to receive a response from us.