Our Terms and Conditions
We at Debbie Thomas Ltd. strive to provide the highest quality products and services. These terms and conditions outline the rules that come into effect when you purchase a product or service from us.
These terms and conditions apply to you once you have purchased a product from us or booked a treatment (whether online, over the phone or in person at our clinic).
Our registered address is 25 Walton Street, London SW3 2HU, and our company registration number is 06939376 (our company is registered in England and Wales).
If we need to contact you, we will do this by phone call, text message or email, using the details you have given to us when making a purchase or booking an appointment.
Booking our treatments
The price for treatments will be charged at the current price list, which can be found on our website or in our clinic. Our Front of House Team will also be happy to provide you with information on current pricing. We can change our prices at any time, so please check prices before booking a treatment.
Once a treatment is paid for, it must be booked and used within 18 months. Once a consultation is paid for, it must be booked and used within 6 months. Once you have booked an appointment, this cannot be transferred to another person. The appointment is only for you.
You can make bookings for treatments on the phone, in person at our clinic or via email. Please note that we use a third party aesthetic answering service for our bookings and, although we do our best to ensure bookings are made properly and in the most efficient way possible, we cannot guarantee this and we will not be responsible for any errors made by the answering service. If you have an issue with the answering service, you should contact them directly at http://www.aestheticresponse.co.uk/.
You are responsible for paying for your treatment. If you intend that a third party pays for your treatment, this third party must make the payment in advance of you receiving your treatment, and must email us directly to confirm what and who the payment is for. We do not accept payments over the phone. If you attend a treatment and it is not paid for by you immediately after the treatment is completed, we will have recourse against you, and not a third party, for that payment.
How our treatments work
Each treatment provided by our clinic is bespoke and involves mixing and blending different methods. This might make it necessary for you to change rooms during your treatment. Your therapist may also leave you mid-treatment for a short time. This is standard procedure.
Everyone’s skin is different. Your lifestyle (including smoking, diet, exercise and sun exposure) can also impact your skin. This can affect the results of our treatments. This means we cannot guarantee results for treatments, and we will not be responsible for treatments not achieving the results you expected. We will not provide a refund where results from treatments are not as anticipated.
If you experience a skin reaction to any treatments, you should attend the clinic for a check-up to assess your concern. We will do our best to treat your skin to deal with the reaction.
If you have booked a treatment with a particular therapist, who becomes unavailable due to illness or some other last minute reason, we will do our best to move your appointment to an equivalent (or higher) therapist. However, we may need to reschedule your appointment to another date or time.
Young people aged 14-18 may have laser and non-laser treatments, provided a parent or guardian has signed an underage consent form and is present at every appointment. No person under the age of 14 will be treated at the clinic. We are permitted to ask for proof of age if we believe it is necessary.
We offer a package of treatments where you can buy a block of 5 treatments and receive 1 treatment for free. As this is a promotion, we can end this offer at any time. We also offer a promotion with all therapists, apart from Debbie Thomas, where, if you pay £50 upfront for a consultation and thereafter book a treatment, your £50 consultation fee will be redeemed from the price of the first treatment (where the value of the treatment is more than £100).
You must pay in full in advance to receive this offer, and your treatments purchased expire 18 months from the date of purchase. There is a cooling off period – if you decide you no longer wish to purchase the treatments, you have 14 days to request a refund.
If your circumstances change and you are no longer suitable for laser treatments (for instance, if you become pregnant, are breastfeeding, or start medication which cannot be taken alongside the treatment), we may extend the package to a date when you will be able to use the treatments. We are permitted to ask you of proof of any of these medical circumstances before extending the offer.
If your circumstances change indefinitely and laser treatments will no longer be suitable, we may downgrade your package from a DNA2 to a DNA1 non-laser package. We will let you know if there are any charges associated with this.
If you would like to upgrade a DNA1 to a DNA2 package, we will advise of costs associated with this, and these costs will depend on how many treatments you have used from your package.
When you purchase a package of treatments, this will be linked with a particular therapist. If your therapist is not available at your preferred times, we will do our best to book you with an equivalent therapist.
Although your package is linked with a particular therapist, we cannot guarantee the same therapist will be available for each session. If we need to allocate another therapist to you for whatever reason, including a more junior therapist, you will not be entitled to a refund for this reason.
If you have used some of your treatments and are not satisfied with the service you have received, you may complain (see ‘Complaints’ section below) and we will do our best to work with you to find a solution we are both happy with.
We may provide other offers from time to time, and there will be terms and conditions for this promotion.
From time to time, we may run offers. We reserve the right to withdraw these offers. These offers will have their own set of terms and conditions.
All first-time treatment clients are required to attend a consultation appointment before they have their first treatment. This applies to both laser and non-laser treatments.
A consultation fee must be paid at the time of booking (in person, via email or over the phone) in order to secure your appointment. If you change your mind and do not want to go ahead with the consultation, you are entitled to a refund of the consultation fee for 14 days following payment of the fee. After this 14-day period, you will not be entitled to a refund of the consultation fee.
If, following your consultation, we advise that we will not be able to treat your skin concern, your consultation fee is non-refundable.
From time to time, we may run offers regarding consultation fees. We reserve the right to withdraw these offers at any time. These offers will have their own set of terms and conditions.
We ask that clients arrive a minimum of 10 minutes before the start of their consultation to complete mandatory personal and medical forms.
Clients must complete a full medical history form and sign a consent form during the consultation.
For laser treatments, clients must undergo a laser patch test during the consultation.
We may need to take pictures of you as part of your consultation (and also any subsequent treatment). We have in place procedures which ensure we comply with the most current data protection legislation. We will retain the pictures in line with our data retention policy, which is described in our data protection policy. You may request to see the personal data we hold on you, including the pictures. The process for doing so is set out in the data protection policy. We will ensure we are satisfied of your identity before releasing the images.
Any personal data we hold on you is held in accordance with our data protection policy.
You can cancel treatments with us by email or telephone.
We have a strict cancellation policy, which means that if you cancel or rearrange an appointment after 12 noon the day before the appointment time, we will charge you for that session (this includes consultations). If you cancel your appointment before 12 noon the day before the appointment time will not result in forfeiture of your fee, and you may rearrange your appointment.
If you fail to attend your appointment, you will be charged for that appointment.
If you are late for an appointment, your appointment time will be reduced but you will not be entitled to a refund of any part of the fee.
We can move the date or time of your appointment if a situation arises which is outside our control. We will do our best to provide you with as much notice as possible, and will work with you to rearrange the appointment. The appointment fee will not be refunded simply because the appointment has been rearranged for this reason.
All products are for your personal use or may be given as a gift, but cannot be resold.
The price for products will be charged at the current price list, which can be found on our website or in our clinic. Our Customer Service Team will also be happy to provide you with information on current pricing. We can change our prices at any time, so please check prices before making a purchase.
Please note that our prices are based on recommended retail pricing. We do not guarantee that our products are sold at the cheapest available price, and we will not provide refunds where you have found the same product at a cheaper price elsewhere. We are not required to justify the rationale for our pricing.
If you experience a skin reaction or are unhappy with the results from using a product which we have sold, we will not be responsible for this, as we are not manufacturers of these products. Our Customer Service Team will be happy to provide you with the contact details for the product manufacturers on request. Please note that the manufacturer, and not us, is liable for any damage caused, even if we recommend products to you.
We offer gift vouchers for our products and treatments. These gift vouchers are non-refundable and can only be used at our clinic on 25 Walton Street, London SW3 2HU.
If gift vouchers are lost or stolen, please note they cannot be replaced, and we can only honour damaged gift vouchers if the serial number can be clearly seen.
Gift vouchers cannot be redeemed for cash, and they expire 18 months after purchase. If you order a gift voucher to be delivered to you, there will postage and packaging charges.
Our gift vouchers can be redeemed against products or treatments. When purchasing a product, you must present the gift voucher at the time of purchase. When purchasing a treatment, you must present the gift voucher at the time of booking the treatment. Otherwise, we cannot accept the gift voucher.
If you cancel a treatment less than 24 hours before your appointment, your gift voucher may become invalid for the amount of the treatment.
Changes to the products or services
We will always try our best to provide the products or services ordered; however, we might sometimes have to make changes if there are new techniques, practices or equipment. If any changes are significant, we will let you know, and you can request a refund for products or services that you have paid for but not yet received.
Children under 14 and pets are not permitted at the clinic at any time, unless they are accompanied by a guardian at all times. Our staff is not permitted to supervise children or animals, and we do not take any responsibility for the safety or wellbeing of children or animals brought onto the premises. If you leave your child or animal unattended, we will not be responsible for them.
Please be aware that we often have loud machinery working in treatment rooms, which may cause noise disturbance to some. This machinery can cause temperatures in rooms to be higher than comfortable, although we do our best to maintain a comfortable temperature at all times. We will not refund any part of the fee because of this.
If a piece of machinery is out of service, we will use an alternative machine to provide your treatment. You will not be entitled to a refund of any part of the fee because of the change in machinery.
Returning our products
We will provide a full refund for products which are damaged or faulty.
If you return a product within 30 days of purchase, which is unused, unopened and in the original packaging and, in our sole opinion is capable of resale, we will offer an exchange or will credit your client account with us.
If you exchange the product for one that is more expensive, you must pay the balance. If you exchange the product for one that is less expensive, we will credit your client account with the balance.
Refunds will be made within 39 days of our approval of the refund.
We pride ourselves on excellent customer service, and always aim to resolve any issues as quickly as possible.
If you wish to make a complaint, please contact us by email, telephone or in writing.
We will reply to you to let you know we have received your complaint, using the contact details provided.
We will fully respond to your complaint as soon as possible but, due to the complex nature of some complaints, we may need to carry out an investigation. This can delay our response to you. If we cannot respond to your complaint within 30 days of having received it, we will contact you to explain the reason for this and provide an expected time frame for the response.
We will not be liable for any loss or damage for an amount higher than the price of the treatment or product purchased. This shall apply to the amount actually paid for the product or service, irrespective of the advertised pricing.
We do not exclude our liability for death or personal injury where we have been negligent, fraudulent, breached your legal rights or provided defective products.
We provide products for your personal use only. If you use resell the products to a third party, in breach of these terms and conditions, we will not be liable for any loss of profit or loss of business that you experience.
We will not be liable for the way that third parties (such as newspapers, websites etc.) describe our products and treatments.
Other important terms
We might need to transfer, sub-contract or assign these terms and conditions to a third party, for instance if we sell our business. We are permitted to do so.
These terms and conditions are governed by English law, and in the event of a dispute between you and us, the courts of England will have exclusive jurisdiction.
If a court decides that any part of these terms and conditions is illegal, the rest of these terms and conditions will remain in force and full effect.