Policies & Terms
Last updated: September 2026
These Policies & Terms apply to appointments, treatments, consultations, courses and other services booked with The Facial Practice (“TFP”, “we”, “us” or “our”).
Please read them carefully before making a booking. By booking an appointment or purchasing a treatment or treatment course with TFP, you agree to these terms.
Nothing in these terms affects your statutory rights as a consumer.
1. Appointments & Bookings
All appointments are subject to availability.
A booking is considered confirmed once you have received confirmation from TFP or through our online booking system.
You are responsible for ensuring that the contact details and other information provided when booking are complete and accurate.
Treatment times shown when booking are approximate appointment durations and may include consultation, preparation, treatment, photography, aftercare discussion and, where applicable, elements of The Closing Ritual™.
Where a treatment requires consultation, assessment, prescription or clinical approval before treatment, a booking does not guarantee that the treatment will ultimately be carried out.
2. Age Requirements
TFP currently provides treatments to clients aged 18 and over only.
Proof of age may be requested before an appointment is confirmed or before treatment is carried out.
Where required, acceptable photographic identification may be requested.
TFP will not arrange or provide cosmetic botulinum toxin or cosmetic filler treatment for anyone under the age of 18 except where treatment falls within a lawful medical exception.
3. Consultations
An appropriate consultation and assessment will be carried out before treatment.
The purpose of the consultation is to assess your concerns, relevant medical history, previous treatments, current skincare or medication, expectations and suitability for treatment.
A consultation does not create an obligation for TFP to provide the treatment requested.
Following assessment, your practitioner may:
proceed with the treatment booked;
recommend a different treatment;
modify the proposed treatment plan;
request further information or medical clearance;
postpone treatment; or
decline treatment.
Treatment will not be carried out where the practitioner considers that it would be inappropriate, unsafe or unlikely to be in the client's best interests.
Where a consultation fee is advertised as redeemable against treatment, it may be redeemed against an eligible first treatment booked within 14 days of the consultation, unless otherwise stated at the time of booking.
Consultation fees have no cash value.
4. Medical Information & Client Disclosure
You must provide complete and accurate information regarding your health and medical history where relevant to treatment.
This includes, where applicable:
medical conditions;
allergies and sensitivities;
prescribed and non-prescribed medication;
supplements;
pregnancy or breastfeeding;
previous cosmetic, injectable or surgical procedures;
recent skin treatments;
active infections, illnesses or skin conditions; and
any other information that may reasonably affect your suitability for treatment.
You must inform TFP of any relevant change to your health, medication or circumstances between completing your consultation documentation and attending your appointment.
Failure to disclose relevant information may affect treatment safety and results.
Where necessary, treatment may be postponed until further information or appropriate medical clearance has been obtained.
5. Consent to Treatment
Informed consent will be obtained before treatment where appropriate.
The treatment, expected benefits, material risks, potential side effects, limitations, recovery, alternatives and relevant aftercare will be discussed with you before proceeding.
You will have an opportunity to ask questions.
Consent is an ongoing process and you may withdraw your consent at any time before treatment begins.
Where a treatment plan changes materially, the change will be discussed with you before proceeding.
Signing a consent form does not remove your statutory rights.
6. Prescription-Only Treatments
Certain aesthetic treatments involve prescription-only medicines.
Where a prescription is required, treatment cannot proceed unless the appropriate prescribing and clinical assessment requirements have been completed and the medicine has been lawfully prescribed for you.
A prescription is not guaranteed.
If the prescriber or treating practitioner determines that you are unsuitable for the proposed treatment, the treatment will not proceed.
Where a separate prescribing consultation or fee applies, this will be communicated before booking wherever possible.
7. Treatment Suitability
TFP reserves the right to decline, postpone or modify a treatment where there is a clinical, safety or professional reason for doing so.
This may include circumstances where:
a contraindication is identified;
your medical history requires further assessment;
the treatment area is unsuitable;
the skin is compromised, inflamed or infected;
required pre-treatment guidance has not been followed;
another recent procedure affects treatment safety;
expectations cannot reasonably be met;
the practitioner considers further medical advice necessary; or
proceeding would otherwise be inappropriate.
Where possible, an alternative treatment or future appointment may be discussed.
8. Cancellations & Rescheduling
Appointment time is reserved specifically for each client.
If you need to cancel or reschedule an appointment, please provide as much notice as possible.
For cancellations or rescheduling requests made between 24 and 48 hours before the scheduled appointment, a cancellation charge of 50% of the booked treatment price will normally apply.
For cancellations or rescheduling requests made less than 24 hours before the scheduled appointment, a cancellation charge of 100% of the booked treatment price will normally apply.
Failure to attend an appointment without prior notice may also result in a charge of 100% of the booked treatment price.
Cancellation charges are intended to reflect the loss arising from appointment time being reserved at short notice and will not exceed the amount TFP is legally entitled to recover.
Where TFP is able to fill the cancelled appointment or where exceptional circumstances apply, any cancellation charge may be reduced or waived at TFP's discretion where appropriate.
Repeated late cancellations, rescheduling or non-attendance may result in future appointments requiring full payment in advance.
This cancellation policy operates subject to your statutory consumer rights.
9. Late Arrivals
Please arrive on time for your appointment.
Late arrival may reduce the amount of treatment time available in order to avoid delaying subsequent clients.
Where sufficient time remains to carry out treatment safely, the appointment may proceed with a shortened treatment time.
Where you arrive so late that the treatment cannot safely or appropriately be completed, TFP may need to reschedule or cancel the appointment.
As a general guideline, arrival more than 15 minutes after the scheduled appointment time may result in the appointment being treated as a late cancellation where there is insufficient time to proceed.
The full treatment price may still be payable where appointment time has been reserved and cannot reasonably be used for another client.
10. Online Bookings & Statutory Cancellation Rights
Certain bookings or purchases made online, by telephone or away from TFP's business premises may carry statutory cancellation rights.
Where applicable, you may have the right to cancel a service contract within 14 days of entering into it.
If you request an appointment or ask for services to begin during an applicable statutory cancellation period, you are requesting that performance of the service begins before that period has expired.
Where legally required, appropriate consent or acknowledgement relating to commencement or completion of the service during that period will be obtained.
Where a service has been fully performed within the statutory cancellation period following the required request and acknowledgement, your statutory right to cancel may end.
Nothing within TFP's cancellation policy limits any cancellation or refund right that you have under applicable consumer law.
11. Payments
Treatment prices are displayed through the website, booking system or communicated to you before treatment.
Unless otherwise stated, prices are in pounds sterling and include any applicable taxes.
Payment may be required:
at the time of booking;
as a deposit or booking payment;
before commencing a treatment course; or
on the day of treatment.
Any additional treatment, product or upgrade will be discussed with you before being charged.
TFP may change its prices from time to time.
Price changes will not normally affect a treatment that has already been confirmed and fully paid for unless you request a change to the treatment or treatment plan.
12. Deposits & Advance Payments
Where a deposit or advance payment is required, the amount and applicable conditions will be communicated before payment is taken.
Any deposit or advance payment will be dealt with in accordance with applicable consumer law.
Where a booking is cancelled, TFP will only retain or charge amounts that it is legally entitled to retain or recover.
13. Treatment Courses & Packages
Some treatments may be offered as a course or package.
Courses are recommended where a series of treatments may provide a more appropriate treatment programme than a single appointment.
Unless otherwise stated:
treatment courses are for the named client only;
courses cannot be transferred to another person without TFP's agreement;
appointments booked using a course remain subject to the standard cancellation policy;
treatments should be completed according to the recommended clinical intervals wherever possible; and
courses should normally be completed within 12 months of purchase.
Clinical recommendations may change during a course depending on your response to treatment.
Purchasing a course does not guarantee a particular clinical outcome.
Where treatment becomes unsuitable for medical or clinical reasons, please contact TFP so that the circumstances can be reviewed individually.
Where a refund for an unused or partially used course is agreed or required by law, treatments already received may be calculated at the standard individual treatment price applicable when the course was purchased before any remaining balance is determined.
This does not affect your statutory rights.
14. Refunds
Treatments that have already been properly provided cannot ordinarily be refunded solely because the client changes their mind about having received the treatment or because the outcome differs from their subjective expectations.
This does not affect any legal rights you may have where a service has not been provided with reasonable care and skill or where you are otherwise legally entitled to a remedy.
Where TFP cancels an appointment and an appropriate alternative cannot be agreed, any payment made specifically for that appointment will be refunded where appropriate.
Refund requests relating to treatment courses, advance payments or online purchases will be considered in accordance with these terms and applicable consumer law.
15. Treatment Results
Aesthetic and skin treatments affect individuals differently.
Results cannot be guaranteed.
The likely outcome of treatment depends on numerous individual factors including anatomy, age, skin condition, lifestyle, previous procedures, medical history, treatment response and compliance with pre-treatment and aftercare instructions.
Photographs, testimonials and examples of previous results are illustrative only and do not guarantee that another client will achieve the same result.
Some treatments require a course of treatment and/or ongoing maintenance.
Where treatment effects develop gradually, sufficient time should be allowed before assessing the final outcome.
16. Treatment Changes on the Day
Your practitioner may recommend changing the planned treatment following your consultation or assessment.
No material treatment change or additional charge will be made without being discussed with you first.
Where the treatment requested cannot proceed, you may be offered an alternative where appropriate.
You are under no obligation to accept an alternative treatment.
17. Pre-Treatment Instructions
You are responsible for reading and following any pre-treatment instructions provided to you.
Certain medicines, skincare ingredients, recent procedures, illness, sun exposure or changes in health may affect whether treatment can safely proceed.
If you are unsure whether something may affect your treatment, you should contact TFP before attending the appointment.
Failure to follow important pre-treatment instructions may result in treatment being modified or postponed.
Where appointment time cannot reasonably be used for another client, the cancellation policy may apply.
18. Aftercare
Appropriate aftercare information will be provided following treatment.
You are responsible for following the aftercare guidance provided.
Failure to follow aftercare instructions may increase the risk of complications or affect treatment results.
If you have concerns following treatment, contact TFP as soon as reasonably possible so that appropriate advice, assessment or follow-up can be arranged.
19. Reactions, Complications & Follow-Up
Known side effects and material risks relevant to your treatment will be discussed as part of the consent process.
Temporary reactions may occur following aesthetic and skin treatments.
You should contact TFP promptly if you experience an unexpected reaction, have concerns about healing or believe you may be experiencing a complication.
TFP may ask you to provide photographs or attend an in-person assessment where appropriate.
You should not delay seeking urgent medical assistance while waiting for a response from TFP.
If you believe that you are experiencing a medical emergency, call 999 or attend an appropriate emergency medical service.
For urgent medical advice that is not an emergency, contact NHS 111 or another appropriate healthcare provider.
20. Review Appointments
Where a review is clinically appropriate, you will be advised when it should take place.
A review appointment is intended to assess treatment outcome and recovery. It does not automatically entitle the client to additional treatment or product.
Any additional treatment will only be provided where clinically appropriate.
Where additional treatment carries a charge, this will be explained before proceeding.
21. Clinical Photography
Clinical photographs may be taken before, during or after treatment where appropriate.
These photographs may form part of your confidential treatment record and may be used to:
document your baseline appearance;
assist treatment planning;
monitor progress;
compare treatment outcomes; and
support safe clinical record keeping.
Clinical photography forming part of your treatment record is separate from consent to use photographs for marketing.
TFP will not use identifiable clinical photographs for advertising, social media, website content or other promotional purposes without obtaining appropriate separate permission.
Declining marketing photography will not affect your eligibility for treatment.
22. Marketing Photography & Content
TFP may occasionally invite clients to consent to photography or video for educational, website, social media or marketing purposes.
Participation is entirely optional.
Where identifiable content is intended for promotional use, separate consent will be requested.
You may decline promotional photography without affecting your treatment.
Any withdrawal of marketing consent will apply to future use where reasonably practicable but may not be capable of reversing material that has already been lawfully published, printed or distributed.
23. Personal Information & Confidentiality
TFP collects personal information necessary to administer bookings and provide treatments safely.
This may include:
identity and contact information;
appointment information;
consultation forms;
medical and health information;
allergies and medication;
treatment notes;
consent records;
clinical photographs;
payment and transaction information; and
correspondence with you.
Medical and health information is treated as sensitive personal information and is handled with appropriate care.
Personal information will be processed in accordance with applicable UK data-protection law and TFP's Privacy Notice.
Information may be disclosed where reasonably necessary to service providers involved in operating the business, insurers, professional advisers, prescribing professionals or healthcare professionals, or where disclosure is otherwise required or permitted by law.
Further information about how personal data is collected, used, stored and protected should be set out in TFP's separate Privacy Notice.
24. Communications
By providing your contact details, you agree that TFP may contact you where reasonably necessary in connection with:
appointment confirmation;
appointment reminders;
consultation documentation;
treatment information;
aftercare;
follow-up;
payments;
changes to appointments; and
matters relating to services you have purchased.
Service-related communications are separate from marketing.
Marketing communications will only be sent where TFP has an appropriate legal basis to do so.
Where applicable, you may unsubscribe from marketing communications at any time.
25. Offers & Promotions
Promotional offers are subject to the terms stated at the time of the offer.
Unless expressly stated otherwise:
offers cannot be exchanged for cash;
offers cannot be used retrospectively;
offers cannot ordinarily be combined with another offer;
promotional prices apply only within the advertised promotional period; and
promotional treatment remains subject to clinical suitability.
TFP may amend or withdraw an offer before a booking is made.
Any confirmed booking will remain subject to the terms agreed when the booking was made, except where a change is required by law or agreed with the client.
26. Practitioner Discretion & Professional Boundaries
TFP practitioners retain professional discretion over whether a treatment should proceed.
Treatment may be declined where the practitioner considers that:
treatment would be unsafe or inappropriate;
expectations are unrealistic;
informed consent cannot be established;
repeated treatment would not be clinically appropriate;
the requested outcome cannot reasonably be achieved;
there are concerns regarding the client's wellbeing in relation to the proposed procedure; or
proceeding would conflict with the practitioner's professional, ethical, insurance or legal obligations.
Where appropriate, another healthcare professional may be recommended.
27. Respectful Conduct
TFP is committed to maintaining a professional, safe and respectful environment.
Abusive, threatening, discriminatory, harassing, sexually inappropriate or otherwise unacceptable behaviour toward practitioners, clinic staff, other professionals or other clients will not be tolerated.
TFP may refuse or terminate an appointment where behaviour creates a safety, safeguarding or professional-boundary concern.
Serious incidents may result in future bookings being declined.
Where treatment is terminated because of serious misconduct after appointment time has been reserved or treatment has begun, payment may remain payable to the extent permitted by law.
28. Treatment Locations
TFP may provide treatments from premises operated by third-party clinic or premises providers.
Unless expressly stated otherwise, a treatment booked directly with The Facial Practice is provided by The Facial Practice, not by the owner or operator of the premises from which the appointment takes place.
The premises provider is not responsible for TFP's treatment recommendations, clinical decisions or treatment services merely because TFP operates from its premises.
TFP may occasionally need to change treatment room or location for operational reasons.
Where a material location change affects your booking, you will be informed as soon as reasonably practicable and offered appropriate options.
29. Cancellation by The Facial Practice
Occasionally, TFP may need to cancel or rearrange an appointment due to practitioner illness, clinical circumstances, premises availability, equipment failure, supply issues, emergencies or circumstances outside our reasonable control.
Where this happens, we will aim to give you as much notice as reasonably possible.
You will be offered an alternative appointment.
Where TFP cancels an appointment and a suitable alternative cannot be agreed, any amount paid specifically for the affected appointment will be refunded where appropriate.
Nothing in these terms seeks to limit any additional rights that you may have under applicable law.
30. Website & Treatment Information
Information provided on the TFP website, social media, booking pages or other general communications is provided for general information only.
It does not replace an individual consultation, diagnosis, prescription or medical advice.
Treatment suitability can only be properly determined following an appropriate individual assessment.
TFP may update treatment descriptions, products, protocols, appointment durations and other website information from time to time.
31. Products & Brands
TFP may use different professional products, brands or treatment protocols where clinically appropriate.
Mention of a particular brand on the website does not necessarily guarantee that the same product will be suitable or used in every appointment.
Where the specific product or medicine is materially relevant to the treatment, this will be discussed where appropriate.
32. Personal Belongings
Clients are responsible for personal belongings brought to appointments.
TFP cannot accept responsibility for loss or damage to personal items except where responsibility cannot lawfully be excluded.
Please avoid bringing unnecessary valuables to treatment appointments.
33. Complaints & Concerns
TFP takes client concerns seriously.
If you are dissatisfied with any aspect of your experience or treatment, please contact TFP as soon as reasonably possible through the contact details provided on the website.
Please provide sufficient information for the concern to be reviewed properly.
For treatment-related concerns, you may be asked to:
provide photographs;
explain the symptoms or issue experienced;
provide relevant medical information; or
attend an in-person review.
TFP will aim to acknowledge complaints promptly, investigate them fairly and provide an appropriate response.
Raising a complaint will not affect your entitlement to appropriate follow-up care.
34. Liability
TFP will provide services with reasonable care and skill.
Nothing in these terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence or any rights or remedies that cannot lawfully be excluded under consumer law.
Subject to those rights, TFP will not be responsible for an adverse outcome to the extent that it arises directly from:
material information that the client failed to disclose;
inaccurate information supplied by the client;
failure to follow material pre-treatment or aftercare instructions;
interference with the treatment area contrary to aftercare advice; or
circumstances outside TFP's reasonable control.
Nothing within this section removes TFP's responsibility to provide services with reasonable care and skill.
35. Events Outside Our Reasonable Control
TFP will not be responsible for delay or failure to provide a service where this results from circumstances outside our reasonable control.
Examples may include severe weather, transport disruption, utility failure, premises closure, equipment failure, supplier disruption, illness, government restrictions or emergencies.
Where an appointment is affected, TFP will aim to arrange an alternative appointment or provide an appropriate refund where required.
36. Changes to These Policies & Terms
TFP may update these Policies & Terms from time to time to reflect changes in its services, procedures, business operations or legal and regulatory requirements.
The version applicable to your booking will generally be the version in force when the booking or purchase was made, unless:
a later change is required by law;
the change does not materially disadvantage you; or
you agree to the change.
The latest version will be available through the TFP website.
37. Severability
If any provision of these terms is found to be unlawful, invalid or unenforceable, that provision will be treated as modified or removed only to the extent necessary.
The remaining provisions will continue to apply.
38. Governing Law
These terms are governed by the laws of England and Wales.
Nothing in this provision removes any mandatory consumer rights regarding where proceedings may be brought.
39. Contact
Questions regarding appointments, treatment policies or these terms can be directed to The Facial Practice using the contact details provided on our website.
The Facial Practice
London · Cambridge