Set out below are the Terms and Conditions upon which Romsey Medical Practice Ltd (previously Romsey Medical Aesthetics Ltd), herein referred to as ‘The Practice’, conduct operations and provide services to Patients.
Additions and amendments to the normal business Terms and Conditions have been implemented in accordance with latest Government guidelines relating to the Coronavirus (“COVID-19”) global pandemic. This is to ensure that there is ongoing provision of safe medical practice in a suitably safe and regulated clinical environment.
Please ensure that these Terms and Conditions are read, acknowledged, and understood prior to booking or attending any Medical Consultations, Clinical Assessments and/or Procedural Appointments at the Practice.
- Definitions
1.1 In these Terms and Conditions, unless the context otherwise requires, the following expressions have the following meanings:
“The Practice” means Romsey Medical Practice Ltd (previously Romsey Medical Aesthetics Ltd);
“Patient” refers to any customer of The Practice, seeking medical, clinical or procedural services;
“Booking Fee” means any sum paid by the Patient to secure medical, clinical or procedural services at The Practice;
“Medical Consultations”, “Clinical Assessments” and “Procedural Appointments” are appointments and/or assessments with a Medical Professional and/or Clinical Professional;
“Medical Procedure(s)” are all, and any, procedures which provide medical advice and/or services;
“Data Protection” means all data protection and privacy legislation, regulations, and guidance applicable in respect of a Patient from time to time.
- Booking Fee Policy
2.1 All new Patients to The Practice are required to undergo a Medical Consultation and Clinical Assessment.
2.2 A £75.00 Cosmetic Services Booking Fee is required for Medical Consultations, Clinical Assessments and/or Procedural Appointments.
2.3 Booking Fees are payable via telephone or in The Practice.
2.4 Medical Procedures are not always recommended at the first contact with a Patient, or during a preliminary appointment. This is to allow an adequate cooling off/reflection period for prospective Patients, in accordance with good medical practice.
2.5 Medical Procedures may be provided at a preliminary appointment in specific circumstances, and subject to suitability (as assessed by the Medical Professional and/or Clinical Professional).
2.6 Any previously paid Booking Fee will be redeemable against subsequently completed Medical Procedures, so long as the Medical Procedure appointment is booked and completed within 30 days from the relevant Medical Consultation or Clinical Assessment appointment and that the Medical Procedure is completed by the same Medical Professional and/or Clinical Professional that conducted the index Medical Consultation or Clinical Assessment.
2.7 Booking Fee amounts will be deducted from the total balance of completed Medical procedures (as per section 2.6).
2.8 Failure to follow Terms and Conditions may result in cancellation of appointments, reduced appointment durations, or additional charges being incurred.
2.9 Booking fees are not transferrable to other patients.
- Appointment Policy
3.1 To allow for optimal social distancing, to manage footfall within The Practice and prevent unnecessary gathering of multiple persons, all Patients are requested to arrive at the time of the scheduled Medical Consultation, Clinical Assessment and/or Procedural Appointment.
3.2 The Practice reserves the right to cancel, postpone or rearrange any Medical Consultations, Clinical Assessments and/or Procedural Appointments if current Government guidelines relating to the Coronavirus (“COVID-19”) global pandemic are not followed.
3.3 To reduce contact time with The Practice team, Patients are asked to prepare themselves for Medical Consultations, Clinical Assessments and/or Procedural Appointments by removing all make-up prior to attendance.
3.4 Patients must comply with The Practice guidelines of the wearing of a face covering and sanitising of hands upon entering The Practice. At this time The Practice cannot accommodate any exemptions to these requirements.
3.5 To support The Practice and allow for optimal social distancing, it is mandatory that attendance to the clinic is individual (i.e., one Patient only per appointment).
3.6 In exceptional circumstances, if there is requirement of another adult to be present during a Medical Consultation, Clinical Assessment and/or Procedural Appointment this must be agreed in advance with the Practice team.
- General Cancellation and Rescheduling Policy
4.1 The Practice operates a minimum 48-hour cancellation and rescheduling policy.
4.2 Any cancellation, or attempt to reschedule a Medical Consultation, Clinical Assessment and/or Procedural Appointment within 48 hours of the appointment time will result The Practice retaining 100% of the original Booking Fee amount.
4.3 Any subsequent Medical Consultation, Clinical Assessment and/or Procedural Appointment will require a further £75 Booking Fee (as per section 2.2)
4.4 The Practice will accommodate 1 cancellation or rescheduling of a Medical Consultation, Clinical Assessment and/or Procedural Appointment before reserving the right to retain 100% of the original Booking Fee amount.
- “COVID-19” Specific Cancellation and Rescheduling Policy
5.1 According to current Government guidelines, in England, “anyone who develops COVID-19 symptoms should stay at home and self-isolate and take a PCR test”. From 11th January 2022, “people who receive positive lateral flow device (LFD) test results for coronavirus (COVID-19) will be required to self-isolate immediately and won’t be required to take a confirmatory PCR test”. This is regardless of that individual’s current COVID-19 vaccination status.
5.2 Based on current Government guidelines, in England, it is The Practice policy that:
5.2.1 If an individual is asymptomatic or experiencing symptoms of COVID-19, has tested positive on lateral flow device (LFD), or has received a positive PCR test result and are notifying The Practice of a cancellation or attempt to reschedule more than 48 hours before a scheduled Medical Consultation, Clinical Assessment and/or Procedural Appointment: The Practice team will accommodate the request to cancel or reschedule without any retention of the original Deposit amount. (Further cancellations or reschedules will be subject to terms as set in 4.4).
5.2.2 Should an individual be asymptomatic or experiencing symptoms of COVID-19, has tested positive on lateral flow device (LFD), or has received a positive PCR test result and are notifying The Practice of a cancellation or attempt to reschedule within 48 hours of a scheduled Medical Consultation, Clinical Assessment and/or Procedural Appointment: The Practice team will require evidence of a dated, patient identifiable lateral flow device (LFD) test result or formal PCR test result (regardless if negative or positive), specifically for the named Patient for whom the appointment is related to.
5.2.3 The Practice team will require evidence of a dated, patient identifiable lateral flow device (LFD) test result, or formal PCR test result (for the named Patient) no more than 72 hours after the time that The Practice was notified of the cancellation or attempt to reschedule the appointment.
5.2.4 If a dated, patient identifiable lateral flow device (LFD) test result, or formal PCR test result (for the named Patient) is received within the specified timeframe (72 hours), then The Practice team will accommodate the request to cancel or reschedule without any retention of the original Deposit amount. (Further cancellations or reschedules will be subject to the Terms as set in 4.4).
5.2.5 Failure to provide a dated, patient identifiable lateral flow device (LFD) test result or copy of a formal PCR test within the specified timeframe will result in The Practice retaining 100% of the original Deposit, and any subsequent Medical Consultation, Clinical Assessment and/or Procedural Appointment will require a further £75 Booking Fee (as per Terms 4.2 and 4.3).
5.2.6 In cases of contact-tracing and the requirement of Patients to self-isolate (particularly in relation to new variants of the COVID-19 virus), The Practice team will require evidence of notification from NHS test and trace services. Once received, The Practice team will evaluate each case individually, following specific Government guidelines at the time of the notification to cancel or attempt to reschedule a scheduled Medical Consultation, Clinical Assessment and/or Procedural Appointment.
5.2.7 Failure to provide evidence of NHS test and trace notification may result in The Practice retaining 100% of the original Deposit, and any subsequent Medical Consultation, Clinical Assessment and/or Procedural Appointment will require a further £75 Booking Fee (as per Terms 4.2 and 4.3).
- “No-show” and Late Arrival Policy
6.1 Any “no-show” results from failure to attend a Medical Consultation, Clinical Assessment and/or Procedural Appointment without notification to cancel or reschedule (as per Terms 4 and 5).
6.2 In the event of a “no-show” The Practice will reserve the right to retain 100% of the original Booking Fee amount.
6.3 Any subsequent Medical Consultation, Clinical Assessment and/or Procedural Appointment will require a further £75 Booking Fee.
6.4 In the event of a Patient not attending a Medical Consultation, Clinical Assessment and/or Procedural Appointment within 10 minutes of the scheduled appointment time, and not notifying The Practice team of this delay, it will constitute a “no-show” and The Practice will reserve the right to retain 100% of the original Deposit amount.
6.5 In this event, The Practice does not have an obligation to reschedule any further Medical Consultation, Clinical Assessment and/or Procedural Appointments without taking a further £75 Booking Fee (as per Term 2.2)
6.6 If The Practice team is notified of the intention to not attend a Medical Consultation, Clinical Assessment and/or Procedural Appointment within 10 minutes of the scheduled appointment time, there may not be ability for The Practice team to accommodate the appointment at the originally scheduled time and it will be at the discretion of The Practice team, based on individual circumstances, if any subsequent Medical Consultation, Clinical Assessment and/or Procedural Appointment will require a further £75 Booking Fee (as per Term 2.2)
- Medical Procedure Suitability
7.1 The Practice Medical team (Medical Professional and/or Clinical Professional) are legally required to make assessment of Medical Procedure suitability in all Patients, at all appointments.
7.2 Guarantees of Medical Procedure results cannot be made by The Practice.
7.3 It is the individual responsibility of a Patient to ensure that The Practice is provided with all relevant and up to date medical history details at every appointment.
7.4 The Practice will not accept any liability for any harm, impairment, or grievance (to include bodily injury and consequential loss) occurring due to failure of a Patient to disclose relevant and/or up to date medical history details during a Medical Consultation, Clinical Assessment, and/or Procedural Appointment, or at any time.
- Liability
8.1 Patients are required to read, understand, and sign a procedure specific and “COVID-19” specific risk consent form prior to every Medical Procedure.
8.2 The Practice is unable to conduct any Medical Procedure without the written consent of a Patient.
- Medical Review Appointments
9.1 Medical review appointments are performed at The Practice following every first-time Medical Procedure using (prescription only) Botulinum toxin type A (Botox®).
9.2 Following a first-time Medical Procedure using (prescription only) Botulinum toxin type A (Botox®), the medical review appointment will be arranged with The Practice team at the end of the first-time Medical Procedure appointment itself.
9.3 If there are any concerns regarding the result of any Medical Procedures in which either (prescription only) Botulinum toxin type A (Botox®) or hyaluronic acid based dermal filler products have been used, The Practice team can be contacted to arrange the medical review appointment.
9.4 Except for exceptional circumstances, medical review appointments will not be offered any sooner than a full 14 days (2 weeks) following the Medical Procedure in which either (prescription only) Botulinum toxin type A (Botox®) or hyaluronic acid based dermal filler products have been used.
9.5 Medical review appointments following a Medical Procedure in which (prescription only) Botulinum toxin type A (Botox®) has been used will have to be completed no later than a full 28 days (4 weeks) from the Medical Procedure appointment itself.
9.6 Except for exceptional circumstances, medical review appointments following Medical Procedures using (prescription only) Botulinum toxin type A (Botox®) in the Masseter muscle will not be offered any sooner than a full 28 days (4 weeks) following the Medical Procedure appointment.
9.7 Medical review appointments following Medical Procedures using (prescription only) Botulinum toxin type A (Botox®) in the Masseter muscle will have to be completed no later than a full 35 days (5 weeks) from the Medical Procedure appointment itself.
9.8 Failure to attend a medical review appointment within the timeframes outlined in Terms 9.4, 9.5, 9.6 and 9.7 will result in The Practice team being unable to review the previously undertaken Medical Procedures. These timeframes are set based on up-to-date medical evidence and are for the primary purpose of improved Patient safety.
9.9 Only one scheduled medical review appointment is available following each Medical Procedure. Failure to attend a scheduled medical review appointment will result in the loss of the scheduled medical review within the cost of the original Medical Procedure.
9.10 Regarding scheduled medical review appointments, The Practice continues to operate a minimum 48-hour rescheduling policy. Any attempt to reschedule a scheduled medical review within 48 hours of the appointment time will result in the loss of the scheduled medical review within the cost of the original Medical Procedure.
9.11 If a previously scheduled medical review appointment is cancelled, or not attended (as per 9.9), a £75 fee will be charged should there be requirement of a further medical review appointment. (Please note the specified time frames as detailed in 9.4, 9.5, 9.6 and 9.7 will continue to be applicable).
- Refunds
10.1 Fees paid to The Practice are charged in exchange for the delivery of a Medical Procedure(s) and the accompanying service(s), which is inclusive of Medical Consultation and Clinical Assessment, provision of information and advice for safe procedures with clinically approved products, and medical review appointments (as outlined in Section 9), aftercare advice and support as appropriate.
10.2 At The Practice, every care is taken to provide excellent service with factual, honest, and ethical advice.
10.3 Medical Procedures are performed in a safe, regulated and inspected clinical environment.
10.4 The Practice team are fully trained, and The Practice medical team (Medical Professional and/or Clinical Professional) are fully insured experts in the field of aesthetic/injectable medicine.
10.5 Industry-leading, evidence-based, clinically approved products are selected for all provided procedures.
10.6 The Practice is unable to guarantee individual results and without exception cannot offer refunds. This includes if results achieved fail to meet individual Patient expectations.
10.7 The Practice has a 30-day return policy on purchased products. Products will be exchanged or refunded within 30 days only if returned unopened and unused.
10.8 Refunds will not be given on treatments provided in good faith or on treatments and products where a patient has had an adverse reaction.
10.9 The Practice does not accept liability where there has been non-compliance to advised treatment and aftercare (proven or suspected).
- Minors
11.1 In the accordance with clinical safety guidelines, it is respectfully deemed that children or minors (under 18’s) are prohibited in the clinical environment of The Practice.
11.2 Any cancellation, or attempt to reschedule a Medical Consultation, Clinical Assessment and/or Procedural Appointment will be subject to the terms set in Section 4.
- Data Protection
12.1 All information divulged to The Practice is treated as confidential, and protected, in accordance with all relevant data protection and privacy legislation, regulation, and guidance applicable in respect of the Patient.
12.2 Patient specific information will not be shared with any third parties without explicit written permissions and there will be no delivery of unsolicited information from The Practice to Patients.
12.3 Removal from The Practice mailing list can occur at any time by unsubscribing.
12.4 Patients shall have the right to seek a Subject Access Request for any/and all data held by The Practice in respect of themselves. While in most instances such information can be processed without charge, The Practice reserves the right to charge a small administrative charge for complying with the request if the request is manifestly unfounded or excessive.
- Complaints
13.1 The Practice endeavours to treat all Patients appropriately, compassionately, honestly, ethically, and fairly.
13.2 If there is any dissatisfaction relating to a Medical Procedure or service provision, there is entitlement of any individual to lodge a complaint, either in person, by telephone, or in writing.
13.3 Complaints of a non-clinical nature will be handled in their entirety by a non-medically qualified member of The Practice team.
13.4 If a complaint is related to a Medical Procedure, the matter will be discussed with the relevant member of The Practice medical team (Medical Professional and/or Clinical Professional) and may require a Patient to attend The Practice for further Medical Consultation(s) (either with the original member of The Practice medical team (Medical Professional and/or Clinical Professional), an alternative member of The Practice’s medical team (including the Medical Director), or a third-party expert).
13.5 The Practice will endeavour to respond to any complaint with a full written response within 20 working days.
Feedback for The Practice, either specifically related to the Terms & Conditions outlined above or in general can be sent to info@romseymedicalpractice.co.uk.
The Practice will endeavour to respond to any and all feedback provided in an appropriate, measured and timely manner.
Last updated: 15 June 2022
Next review date: 15 September 2022
