While Premier Laser & Skin Clinic strives to provide accurate product and pricing information, pricing or typographical errors may occur during website upgrades, emails & maintenance. In the event that an item is listed at an incorrect price or with incorrect information due to an error in pricing or product information, Premier Laser & Skin Clinic shall have the right, at our sole discretion, to refuse or cancel any orders placed for that item. In the event that an item is mispriced, Premier Laser & Skin Clinic may, at our discretion, either contact you for instructions or cancel your order and notify you of such cancellation.
Set out below are some of the terms on which Premier Laser & Skin provides service to its clients. Please ensure that you have read and fully understood them prior to booking any treatment.
Premier Laser & Skin Clinic do not offer refunds for treatment received. However, if you change your mind within 14 days of purchasing a course of treatment if no sessions have been redeemed you are entitled to a full refund. If for any medical reason you are advised not to continue with your course of treatments, please obtain a medical report from your doctor. If you have used any sessions then this will be deducted from your refund value as a pay as you go cost. Due to clients safety, we are unable to offer refunds on retail products purchased. Premier Laser & Skin Clinic cannot be held responsible for any unknown side effects which may occur as a result of having laser treatments. Non- attended appointments not cancelled within terms will count as a treatment used.
If you wish to amend your package or request a refund Premier Laser and Skin clinics can help to assist within the first 14 days of purchase.
Please note our laser hair removal packages have a expiry of 18 months from purchase date.
REACTIONS TO PRODUCTS
Please note: It is the customer’s responsibility to patch test any product prior to use. Always check compatibility of any purchased products with other material facts that can affect results described. Please bare in mind these are very active products so you may well see a change in your skin.
If you have followed the above process but feel that you have had a reaction to a product, please immediately report this in writing to your clinic where your purchase was made.
Depending on the issue with the item, you may be required to complete a comprehensive Product Reaction Form and any item(s) in question will be sent back to the manufacturer for thorough testing. We request you notify us within 14 days of purchase, with photographs of the reaction in order for us to investigate this further.
If a return / refund / replacement / exchange is required due to a reaction, we will provide full details on what to do during email correspondence.
Clinic Transfer Policy
Please note we cannot transfer treatments from clinic to clinic due to treatment records and clients must continue and finish their course at the chosen/paid clinic.
If you wish to transfer, it must be a new treatment or course.
At Premier Laser & Skin Clinic we pride ourselves in delivering outstanding professional customer service to all our clients. We treat all our clients with the utmost care, compassion, and respect, however there may be times when the service that you have received does not meet the high standards that we aim to deliver.
Should this happen, the most effective way to resolve any concern is by letting the Clinic Manager or Practitioner know immediately after the service or treatment that you have received. They will listen to your concern and aim to resolve your complaint efficiently and effectively. You can also contact us via phone on 02038718218 or via email customercomplaintpremierlaserclinic.co.uk
You should normally make your complaint within six months of the incident you are concerned about. Premier Laser may be willing to investigate complaints after this time where there is a realistic opportunity of conducting a fair and effective investigation and if you have a good reason as to why you could not act sooner.
Complaints process and timeline
- If you wish to voice your complaint, you can do so in person at the clinic, by phone or via email: [email protected]
- Your complaint will be acknowledged within 24h in person, by phone or email depending on the way you have decided to bring it to our attention.
- After it has been acknowledged, it will be passed to the relevant member of the Management Team depending on the nature of complaint (Clinic Manager or Company Trainer) which they will investigate and contact you within 2-5 working days to discuss further and provide resolution.
- In the event you are not satisfied with the outcome, please escalate it by sending us an email to:[email protected] which at the escalation stage will be passed to Senior Management. They will review your complaint and resolution provided, then will contact you within 2-5 working days with a final outcome. Should the investigation take longer than this the complaint will be updated every 7 working days.
COVID update on refunds
Any refund requests will need to be notified to the clinic within the first 14 days of purchasing.
Due to the pandemic over the last year Premier Laser and Skin are not able to refund for anyone who is relocating. We are able to transfer your remaining package to a friend or family member.
We are not able to issue any refund for finance taken from Omniport. (Unless within the cooling off period of 14 days).
Refunds are only able to be issued on the basis of a medical condition with a doctor’s document provided – we do not class pregnancy as a medical condition.
We will only be able to issue a refund on long term medical conditions.
Please contact your assigned clinic for a refund request – your refund will be acknowledged within 72 hours and will only be issued once we have receipt of the Medical document once this has been confirmed by a member of our team.
Premier laser and skin will do our utmost to assist and help you within your journey going forward.
A session will be redeemed or a charge will be applicable for clients who do not provide 48 hours’ notice. Depending on whether you are on a course of treatments or purchasing a single session:
- If you give at least 48 hours’ notice of cancellation no penalty will be incurred.
- If you cancel less than 48 hours before your appointment or do not show up for your booked appointment, then you will lose that session.
Medical and Physical Conditions
Please notify us before booking your treatments if you have high blood pressure, special physical concerns, diabetes, are you are pregnant, or have a history of skin pigmentation.
Correct payment must be received before treatments start at each booked appointment. This is generally in full or can be via our finance option. If you refuse to pay in advance, we have the right to refuse to treat you. Instalments must be paid at correct intervals as agreed by the clinic. If undertaking our finance option, a deposit of 20% must be taken prior to commencement of treatment.
While we will make every effort to meet your request, we cannot guarantee a specific practitioner, or a practitioner of a specific gender. All practitioners are trained in all undertaken treatments and protocols to ensure your comfort and treatment efficacy at all times.
Please be advised make-up, deodorant, perfume, and oil-based products must be removed prior to treatments. Practitioners will cleanse the area, however we cannot be held responsible for any visual product that may lay dormant in the skin pores which can cause an adverse reaction.
Premier Laser & Skin 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. Your statutory will be protected.
It is the client’s responsibility to ensure that he/she provide us with all relevant medical details prior to each treatment. We will not be liable for any damage that occurs as a result 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, Premier Laser & Skin regarding the care of a treated area.
We aim to provide the best possible service and care to you when delivering a consultation or treatment.
In the event that you are unhappy with any aspect of the service provided, you should speak to the appropriate clinic manager or their designated deputy as soon as possible.
Special Offers Terms and Conditions
- Referrer must be an existing client of Premier Laser & Skin
- Credit is valid for 12 months.
- Credit is only valid once the New Client purchases their first treatment.
Minimum spend is £200.
- There is no maximum number of friends you can refer.
- Credit cannot be redeemed against retail products or injectables.
- No cash alternative can be offered
- £50 credit must be used in full. No change can be given or carried
- Refer a friend digital card must be shown in clinic to redeem
- Cannot be used in conjunction with any other offers.
Black Friday & CHRISTMAS Offer Policy
Offer excluding Thermage, Peel & Injectable & Morpheus 8 – not in conjunction with other offers ie. student discount, birthday offer £40/£30 voucher etc.
No refunds on bought sale packages in November /– can be exchanged to credit to use towards other treatments at PLC.
Please note purchases made before 27th October 2023 CANNOT BE REFUNDED due to Black Friday sale
Advent Calendar Offers Policy
Available for selected treatments only. Not available in conjunction with other offers. Minimal spend amount may apply, see details below:
- VIP coupon (VIP100): minimal spend £200
- Injectables coupon: valid only for injectables
- Skin coupon: valid only for skin treatments excluding Thermage and Deramalux LED
- £100 OFF SKIN Flash sale : Valid on NEW CLIENTS ONLY (ends 30th August 2023)
- Not in conjunction with other offers.