Effective Date: 1 July 2023

1. General Information

These terms and conditions apply to all treatments and services provided by Novellus Aesthetics, a medical aesthetics clinic located in Newcastle upon Tyne, UK. By booking an appointment with us, you agree to comply with and be bound by the following terms and conditions.

2. Booking Policy

• Appointments can be booked online, over the phone, or in person at our clinic.

• To secure a booking, patients must either provide card details or pay a £25 deposit at the time of booking.

• The £25 or card details serve as a reservation deposit and will be discounted from your appointment cost.

3. Payment Terms

• Full payment for treatments must be made at the time of your appointment.

• We accept various forms of payment, including cash, credit/debit cards, AMEX, bank transfer, and, in appropriate cases, monthly direct debit payments.

4. Refund Policy

• Medical aesthetics treatments are not guaranteed to achieve specific results, as outcomes can vary from patient to patient.

• While we strive to ensure patient satisfaction and will make every effort to manage any dissatisfaction, patients are not automatically entitled to a refund if they are not completely satisfied with the results of their treatment.

• If you are dissatisfied with your treatment, we will work to rectify it at no additional cost to you, provided we are informed of the issue in a timely manner.

• Refunds will only be considered in cases of demonstrable clinical negligence or adverse reactions directly caused by the treatment.

5. Cancellation and No-Show Policy

• If you need to cancel or reschedule your appointment, please do so at least 48 hours before your scheduled appointment time.

• Cancellations made within 48 hours of the appointment will result in the loss of the £25 deposit or a £25 charge to the card details provided at the time of booking.

• Failure to attend an appointment without prior notice (no-show) will also result in the loss of the £25 deposit or a £25 charge to the card details provided.

6. Late Arrivals

• Please aim to arrive on time for your appointment. If you are running late, contact us as soon as possible.

• We will do our best to accommodate late arrivals, but patients who arrive more than 15 minutes late may need to be rescheduled if the delay affects subsequent patients. This will be decided on a case-by-case basis.

7. Consent, Medical Disclosure, and Photography

• All patients must complete a medical history form and provide informed consent before any treatment is carried out.

• It is the patient’s responsibility to inform us of any medical conditions, allergies, or medications that may affect the treatment.

• As part of the consent process and to ensure accurate clinical documentation, patients may be asked to consent to the taking of photographs and/or video recordings before, during, and after treatment.

• These images are used solely for clinical assessment, treatment planning, monitoring of results, and compliance with medical record-keeping requirements.

• Photographs and recordings will be stored securely and treated as confidential medical records in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

• Separate consent will always be obtained if any images are to be used for marketing, educational, or promotional purposes. Patients have the right to refuse or withdraw such consent at any time without affecting their treatment.

8. Confidentiality

Patient confidentiality is of utmost importance to us. All personal, medical, and photographic information shared with us will be kept confidential and used solely for treatment and clinic operations purposes, in accordance with data protection laws.

9. Complaints Procedure

If you are dissatisfied with any aspect of your treatment or service, please contact us immediately.
We will take all complaints seriously and strive to resolve them promptly and fairly.

10. Changes to Terms and Conditions

Novellus Aesthetics reserves the right to update or modify these terms and conditions at any time. Any changes will be effective immediately upon being posted on our website or communicated to patients.

11. Governing Law

These terms and conditions shall be governed by and construed in accordance with the laws of England and Wales. Any disputes arising under or in connection with these terms and conditions shall be subject to the exclusive jurisdiction of the courts of England and Wales.

For any questions or further information, please contact us at 0191 695 0450.