Set out below are the terms on which East Park Healthcare provides service to its clients. Please ensure that you have read and fully understood them prior to booking any treatments or procedures at East Park Healthcare.
1. GENERAL TERMS AND CONDITIONS FOR ALL PATIENTS
1.1 These terms and conditions form the basis of the agreement between the patient (you/your) and East Park Healthcare (us/our).
1.2 Please read these terms and our privacy policy carefully and take the opportunity to ask us questions.
1.3 By registering with us, you agree to be bound by these terms.
2. APPOINTMENTS, DEPOSITS AND CANCELLATIONS
2.1. When you book an appointment, we will require you to pay in full, some or all of which we will be entitled to keep as set out in sub-clause below;
2.2. If you later cancel the appointment without giving us prior notice of at least 48 hours;
2.3. We will not reserve or guarantee any particular date and / or particular therapist which you request for any consultation or treatment unless you book an appointment for that time and date.
2.4. If you know you are going to be late for an appointment, you should contact us to tell us. If you arrive later than 15 minutes after an appointment time, we will try to provide the service (consultation and /or treatment) you have booked, but if we decide that we cannot, the appointment will be treated as cancelled without notice by you and, if we then decide to make a charge for that appointment cancelled without notice will apply;
2.5. You may reschedule an appointment without charge if you give us at least 48 hours prior notice of the reschedule;
2.6. If you cancel an appointment, your deposit is non refundable;
2.7. If due to exceptional circumstances not limited to, illness, accidents and bereavement, you reschedule an appointment without giving us at least 48 hours prior notice, we will consider the circumstances and at our discretion decide whether to waive any charge for late cancellation that we are entitled to make.
2.8. We may cancel an appointment booked by you at any time before the time and date of that appointment in the following circumstances:
2.8.1. The required practitioner and/or materials necessary for the provision of the consultation or treatment are not available; or
2.8.2. There is an event outside of our reasonable control; If we reschedule an appointment in such circumstances, we will refund you in full any deposit or other advance payment you have made to us for that appointment. Unfortunately refunds will not however be given for any other expenses you may incur such as train tickets, flights, accommodation or loss of earnings;
2.8.3 We will use all reasonable endeavours to start the consultation or treatment at the appointment time you have booked, but the start may be delayed by the overrun of a previous appointment or by other circumstances. Our Doctor will take the amount of time necessary to provide comprehensive care and attention to every single patient and sometimes in complex or complicated cases this can result in clinic delays. If a delay to the start is at least 30 minutes, or, if at any time before or after you arrive for an appointment we notify you that there will be a delay of at least that time, you may reschedule the appointment.
3. FEES AND PAYMENT
3.1. You must pay in accordance with our price list for all services on completion of those that we have provided to you;
3.2. You may pay us for services (and for any deposit or other advance payment on account of that payment) using any of the following methods:
3.2.1. credit / debit card, excluding Amex;
3.2.2. cash;
3.2.3. gift voucher; or
3.2.4. bank transfer.
3.3. We may alter our prices without prior notice, but if the price of any services increases between the time you book an appointment and the date of the appointment, the price increase for those services will not apply to your appointment.
3.4. Please note we never hold credit card information on file and will never ask you to reveal them to us. They will not be stored at East Park Healthcare.
4. GIFT VOUCHERS
4.1. Gift vouchers are available from the clinic reception desk.
4.2. Gift vouchers are valid for the time period specified on the gift voucher.
4.3. Gift vouchers may be redeemed only for treatments which we provide at the clinic and may not be redeemed partly or wholly for cash.
4.4. Gift vouchers can only be used by the recipient or purchaser of the voucher.
5. ELIGIBILITY FOR TREATMENT
5.1. We will not provide treatment to you if following your consultation, we believe that the treatment is not suitable for you or is not likely to be successful, as individuals differ in their responses to, and the outcome of, the treatment.
5.2. We will not provide treatments to you if you are aged under 18. We may require evidence of your age for that purpose;
5.3. We will not provide treatments to you if you are pregnant, think you may be pregnant or are currently breast-feeding; We will not provide certain treatments to you if you have a medical condition or are taking medication that may make that treatment unsuitable for you;
5.4. We will not undertake any treatment or procedure that is in conflict with any law in force, any voluntary or mandatory code of practice, or any similar rules, regulations or codes.
6. TREATMENT COURSE DISCOUNTS
6.1. All treatments purchased as a course of treatments must be paid in full in advance or at the time of your first treatment;
6.2. All treatments must be taken within twelve months of the date of purchase. Any treatments not taken within this time period will be forfeited;
6.3. All courses of treatments are non-refundable and non-transferable;
6.4. If you are unable to complete the course of treatment due to a severe or terminal medical condition, we will refund you the balance. The refund will be calculated by deducting the full list price of all treatments already taken, including those forfeited for non-attendance, from the total price of the course of treatment, and the difference will be returned to you;
6.5. We do not offer a refund or transfer of payment in the event of short term/ temporary side effects such as reddening, bruising, swelling, mild burning, blistering or hypo/hyperpigmentation as well as very rare side effects such as scarring and permanent discoloration.
6.6. The cost of a single treatment is greater than the cost of a course of treatments
7. ANTI-WRINKLE TOP UP/REVIEWS
7.1. Routine review appointments are offered after treatment with anti-wrinkle agent as a courtesy. At this review you may be offered a complimentary additional treatment or ‘top up’ if it is clinically required;
7.2. Complimentary ‘top-up’ treatments must be taken 2-3 weeks after the initial treatment. If you are unable to attend the review appointment within this time period, no additional complimentary treatment or ‘top-up’ will be provided.
8. DERMAL FILLER TOP UPS
8.1. Dermal filler top ups are chargeable.
9. CHILDREN
9.1. We do not permit you to be accompanied at the clinic’s premises by any children under the age of 16 as we do not have an appropriate member of staff to supervise them;
9.2. We do not permit children to accompany you into the treatment rooms. If a patient brings any children with them they must have an accompanying adult to chaperone the child whilst the patient is being consulted or treated.
9.3. Failure to bring an adult chaperone with any children will result in the consultation/treatment being cancelled and loss of consultation fees and/or deposit.
10. MOBILE PHONES
We respectfully ask that when attending the clinic all mobile phones are switched off or silenced. Unauthorised videography is not permitted.
11. REFUNDS
11.1. Every effort will be made to ensure you have the best possible outcome but as with all medical procedures there can be a spectrum of results. As individuals differ in their responses to and the outcome of the treatment, no clinical or financial guarantees can be given.
11.2. Treatment fees cannot be refunded in the case of a sub-optimal result including no result, or complications including allergic reactions, as all fees paid are related entirely to the services provided i.e. professional time, expertise, product costs and other costs incurred in providing the treatment, and those costs are incurred irrespectively of the results achieved. Additional costs may occur should complications arise from the treatment and further treatment is required.
12. PRODUCT REFUNDS
12.1. Products purchased in the clinic or over the phone are non-refundable unless they are faulty;
12.2 Faulty products will need to be returned to the clinic for an assessment before a refund can be processed.
13. RISK OF CLINICAL COMPLICATIONS
13.1. The health and safety of our patients is at the heart of all we do and while we will do our very best to ensure a satisfactory outcome, no clinical procedure is entirely risk-free and the results of any particular procedure cannot be guaranteed;
13.2. Although rare, some procedures have well documented complications and these together with your personal risk will be discussed during Your consultation and documented in the patient information leaflet and consent form;
13.3. If you experience a complication and need to see our chief medical officer urgently you may have to travel to an alternative clinic where our chief medical officer is working on that day;
13.4. Many complications can be managed simply and conservatively and we will, of course, treat these to the best of our abilities and knowledge. However, in the unlikely event of a complication being more serious and you needing further treatment outside of our expertise, arrangements will be made for you to be treated in the NHS, or if you wish, privately at your own cost. Please be advised that private medical insurance may not cover complications arising from aesthetic treatments.
14. EQUIPMENT SAFETY
Your safety comes first. If at any time we discover, or have concerns, that any of our equipment or machines are not in proper, working condition, we will ask you to reschedule your appointment and thank you for your understanding
15. DOCUMENTS AND RECORDS
15.1. All patients must complete a registration form and provide contact details including full name, date of birth, address, telephone numbers and email address;
15.2. All patients must complete a medical questionnaire at their first appointment, which is required for the consultation and treatment planning;
15.3. All patients will be asked to review and /or update their medical questionnaire at each appointment and will be asked to sign to confirm that their details remain accurate;
15.4. All patients will be asked to sign a consent form prior to any treatment. You have the right to change your mind to treatment at any time, even after you have signed the consent form;
15.5. We will keep records and case documents for each patient registered with us;
15.6. You have the right to request a copy of any documents which we may hold in relation to your care; and which we shall provide if you first pay a reasonable fee as determined by us;
15.7. Non disclosure of any medical conditions, treatments past present or future will waive, discharge, East Park Healthcare Clinics, it’s board, officers, independent contractors, affiliates, employees, representatives, successors and assigns from any and all liabilities, claims, demands, actions, and causes of action whatsoever, directly or indirectly arising out of or related to any loss, damage, injury or death, that may be sustained by me related or unrelated to Covid-19 while participating in any activity while in, on our premises or while using ANY of the facilities that may lead to unintentional exposure or harm.
16. MENTAL HEALTH DISORDERS AND AESTHETICS
16.1. It is important that all patients considering aesthetic treatments have realistic expectations that focus on improvement rather than perfection. Complications or less that satisfactory results are sometimes unavoidable, may require additional treatment and can be stressful.
16.2. All patients must openly discuss with their practitioner, prior to treatment, any history they may have, of significant emotional depression, anxiety or mental health disorders.
16.3. Although many individuals may benefit psychologically from the results of aesthetic treatments, effects on mental health cannot be accurately predicted.
17. LIMITATION OF LIABILITY
17.1. East Park Healthcare Clinics will not be liable in contract, tort or otherwise for any economical 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 services and/or goods to the patient;
17.2. It is the patient’s responsibility to ensure that he or she provides East Park Healthcare Clinics with all the relevant medical details prior to each treatment. East Park Healthcare Clinics will not be liable for any damage that occurs as a result of the patient’s failure to disclose such details;
17.3. The patient agrees to comply with all instructions and/or recommendations given to them, or on behalf of East Park Healthcare Clinics regarding their aftercare. Nothing in these Terms and Conditions shall exclude or limit; East Park Healthcare Clinics liability for death or personal injury as a result of our breach of these Terms and Conditions or as a result of our negligence.
18. COMPLAINTS
We always welcome feedback from our patients and, whilst we always use all reasonable endeavours to ensure that your experience as a patient of ours is a positive one, we nevertheless want to hear from you if you have any cause for complaint. If you have a complaint about our services or any other complaint about the clinic or any of our staff, please raise the matter with the clinic manager who can be contacted at the clinic or by phone or email or post.
19. CHANGES TO TERMS AND CONDITIONS
We may from time to time change these Terms and Conditions without notice, but an up to date version will be available on our website.
20. NO WAIVER
No failure or delay by us or you in exercising any rights under these Terms and Conditions means that we or you have waived that right, and no waiver by us or you of a breach of any provision of these Terms and Conditions means that we or you will waive any subsequent breach of the same or any other provision.
21. SEVERANCE
If any provision of these Terms and Conditions is held by any competent authority to be invalid or unenforceable in whole or in part the validity of the other provisions of these Terms and Conditions and the remainder of the provision in question shall not be affected.
22. LAW AND JURISDICTION
22.1. These Terms and Conditions, the Contract, and the relationship between you and us (whether contractual or otherwise) shall be governed by, and construed in accordance with the law of England & Wales.
22.2. Any dispute, controversy, proceedings or claim between you and us relating to these Terms and Conditions, the Contract, or the relationship between You and us (whether contractual or otherwise) shall be subject to the exclusive jurisdiction of the courts of England & Wales.
23. ENTIRE AGREEMENT
23.1 These Terms and Conditions constitute the entire agreement between the parties and supersedes and extinguishes all previous agreements, promises, assurances, warranties, representations and understandings between them, whether written or oral, relating to its subject matter.
23.2 Each party acknowledges that in entering into these Terms and Conditions it does not rely on and shall have no remedies in respect of any statement, representation, assurance or warranty (whether made innocently or negligently) that is not set out in the Terms and Conditions. Each party agrees that it shall have no claim for innocent or negligent misrepresentation or negligent misstatement based on any statement in the Terms and Conditions.
24. THIRD PARTY RIGHTS
24.1 These Terms and Conditions do not give rise to any rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any term of the agreement.
25. SOCIAL MEDIA CONSENT (TO INCLUDE, PRINT, PAPER, DIGITAL, VIDEO AND SOCIAL MEDIA)
25.1. Upon you the client signing consent for his or her image to be used for promotional and social media use, you grant East Park Healthcare and its designees the right in perpetuity to use your name, likeness, image, voice, appearance, and performance as embodied in the product whether recorded on or transferred to video files, photographs, audio tapes, or other media, now known or later developed.
