Terms & Conditions
These Terms & Conditions apply to use of the Refined Skin & Aesthetics website and to consultations, appointments, treatments, bookings and related services provided by Refined Skin & Aesthetics. Please read them carefully before making a booking.
Last updated: 1 September 2026
Key terms before you book
The summary below highlights our principal booking and cancellation terms. It does not replace the full Terms & Conditions set out below.
Unless a different consultation fee is stated at booking, a minimum payment of 35% of the appointment price, or payment in full, is required before an appointment is secured. We accept cash and bank transfer. We are currently unable to accept direct card payments.
Cancellations, rescheduling requests and non-attendance within 48 hours of a standard appointment may result in loss of the booking payment or a cancellation charge reflecting our genuine loss from the reserved appointment.
Prescriber appointments are subject to a separate seven-day cancellation policy because the prescriber's professional time is arranged and paid for by Refined in advance.
Booking or paying does not guarantee that any particular treatment will be provided. Treatment proceeds only where the relevant practitioner considers it appropriate.
1. About Refined Skin & Aesthetics
In these Terms & Conditions, "Refined", "we", "us" and "our" mean Refined Skin & Aesthetics.
Our clinic operates by appointment from:
THIRTYFIVE
35 Castlegate
Berwick-upon-Tweed
TD15 1LF
Email:
info@refined-skin-aesthetics.co.uk
Telephone:
07789 036953
Visits are strictly by appointment only.
2. When these terms apply
These terms apply when you use our website, contact us about a service, book a consultation or appointment, make a booking payment or receive a service from Refined.
Additional treatment-specific consent forms, aftercare instructions, prescriber documentation or written policies may also apply. Where a treatment-specific document addresses a clinical matter in greater detail, that document should be read together with these terms.
By completing a booking you confirm that you have had a reasonable opportunity to read these terms and the important cancellation terms presented during the booking process.
3. Website information is general information
Information on our website is provided for general information about Refined and the services that may be available. It is not a personal diagnosis, medical assessment or substitute for an individual consultation with an appropriately trained practitioner or healthcare professional.
Treatment suitability, risks, likely outcomes and alternatives vary between individuals. Website information must not be relied upon as a guarantee that a treatment is suitable for you or will produce a particular result.
We take reasonable care to keep website information accurate and current, but services, availability, practitioners and prices may change. A confirmed booking will not be changed retrospectively without a lawful reason or your agreement, except where necessary for safety, legal compliance or circumstances outside our reasonable control.
4. Age requirements and identification
Cosmetic injectable treatments may only be arranged and provided in accordance with applicable law. In England, cosmetic botulinum toxin and cosmetic filler injections must not be arranged or administered to a person under 18 except where a statutory medical exception applies.
We may request acceptable photographic proof of age before accepting or proceeding with an age-restricted appointment. A parent or guardian cannot authorise an otherwise prohibited cosmetic injectable treatment for a person under 18.
Other skin treatments may have separate minimum age, consent or suitability requirements. Please contact us before booking for a person under 18.
5. Consultations and treatment suitability
A booking is an appointment to assess and, where appropriate, provide the booked service. It is not a guarantee that treatment will be clinically or professionally suitable.
We may decline, postpone, modify or stop treatment where the relevant practitioner reasonably considers this necessary because of suitability, contraindications, medical history, skin condition, expectations, consent, capacity, safety, legal requirements or professional obligations.
You are never required to proceed with a cosmetic treatment simply because you have attended a consultation. You may withdraw consent to treatment at any time before the procedure is carried out. Withdrawal of treatment consent does not automatically remove a cancellation charge or consultation fee that has already been fairly incurred under these terms.
6. Booking an appointment
Appointments may be requested or arranged through our authorised third-party booking and consent platform, Faces Consent, or directly with Refined Skin & Aesthetics.
Direct bookings may be arranged by telephone, email, in person or another communication method accepted by Refined. Regardless of how an appointment is arranged, these Terms & Conditions apply to the booking and to services supplied by Refined.
An enquiry, discussion of a possible appointment time or provisional request does not reserve an appointment. An appointment is not secured until the required booking payment has been received and the booking has been confirmed by Refined or through our authorised booking system.
6.1 Booking payment
Unless a separate consultation fee or treatment-specific booking amount is clearly stated at the time of booking, we require either:
- a booking payment equal to 35% of the appointment price; or
- payment of the appointment price in full.
Where treatment proceeds, the 35% booking payment forms part of the total appointment price and is credited against the balance due.
Payment reserves appointment time but does not guarantee that a particular treatment will ultimately be considered suitable or provided. Suitability remains subject to consultation, consent and the professional judgement of the relevant practitioner or prescriber.
6.2 Accepted payment methods
Refined currently accepts payment by:
- cash; and
- bank transfer.
We are currently unable to accept direct card payments at the clinic.
Where an advance payment is required to secure an appointment, that payment must normally be made by bank transfer unless Refined specifically agrees another available method.
Cash may be accepted for an outstanding balance at the appointment where appropriate. An appointment is not treated as secured merely because a client intends to pay cash later; any required advance booking payment must first have been received or otherwise expressly agreed by Refined.
6.3 Balance payments
Where only the 35% booking payment has been made, the remaining balance is payable at the time stated when the appointment is arranged and, unless otherwise agreed by Refined, no later than the appointment.
If an additional service or treatment is requested and agreed during an appointment, any additional charge will be explained before that additional service is provided.
6.4 Direct bookings
Where a booking is made directly with Refined, we may provide payment instructions and request the required booking amount before confirming the appointment.
A date or time discussed with a client remains provisional until Refined confirms that the appointment is secured. Refined is not required to hold an unpaid provisional appointment indefinitely.
6.5 Faces Consent and other third-party booking software
Refined may use Faces Consent or another authorised third-party service to assist with appointment administration, consultation forms, consent documentation, reminders, communications or other booking-related functions.
Where you use a third-party platform, that provider may also apply its own terms of use and privacy arrangements to your use of its platform. Those third-party terms do not replace these Terms & Conditions in relation to consultations, treatments and services supplied by Refined.
Where an authorised booking platform issues an automated booking confirmation, that will ordinarily confirm the appointment, subject to any obvious technical, pricing or availability error that Refined identifies and communicates promptly.
6.6 Booking details
You are responsible for checking the date, time, treatment, location and contact details shown in your booking confirmation and notifying us promptly if anything appears incorrect.
You are responsible for providing an accurate telephone number and email address so that Refined or an authorised booking provider can send relevant appointment information and contact you where reasonably necessary.
6.7 Bookings made for another person
If you arrange an appointment on behalf of another person, you must make clear that the appointment is for that person.
The person receiving the consultation or treatment must still provide any health information, identification and consent required for their own appointment. A person making a booking for somebody else cannot provide clinical consent on that person's behalf unless the law expressly permits it.
7. Standard cancellation and rescheduling policy
Appointment time is reserved specifically for you. Late cancellations can leave insufficient time to offer that appointment to another client and can cause direct loss to the business, including reserved practitioner time, clinic operating costs and treatment preparation.
7.1 More than 48 hours' notice
For a standard appointment, please provide more than 48 hours' notice if you need to cancel or reschedule. Where sufficient notice is given, we will normally permit the booking payment to be transferred to a replacement appointment or refunded, subject to any separate treatment-specific terms, costs already reasonably incurred and any statutory rights that apply.
7.2 48 hours or less
If you cancel or request to move a standard appointment 48 hours or less before the scheduled appointment time, the 35% booking payment may be retained as a late-cancellation charge.
Where you paid the full appointment price in advance, we will not automatically retain the whole payment simply because you cancelled. We may retain an amount that fairly reflects our genuine net loss caused by the late cancellation, ordinarily up to the 35% booking amount, together with any additional non-recoverable direct cost specifically incurred for your booking where permitted by law. Any balance not reasonably required to cover that loss will be refunded.
7.3 No-shows
Failure to attend without notice is treated as a late cancellation. We may also require payment of a new booking amount before accepting another appointment.
7.4 Repeated cancellations or rescheduling
Where there is a pattern of repeated cancellation, non-attendance or rescheduling, we may reasonably require full advance payment for future appointments or decline to accept further bookings.
Cancellation charges are intended to compensate Refined for genuine loss caused by a cancellation, not to impose a penalty. We will not seek to recover the same loss twice and will take reasonable steps to reduce avoidable loss where appropriate.
8. Prescriber appointments - separate 168-hour policy
Refined arranges and pays for the prescriber's professional time in advance. This is a third-party cost committed by the business before the appointment takes place.
If you cancel or request to reschedule a prescriber appointment 168 hours (7 days) or less before the scheduled appointment time, the amount paid specifically to reserve the prescriber appointment is non-refundable to the extent that the prescriber charge has already been incurred by Refined and cannot be recovered.
Where the prescriber charge is wholly non-refundable to Refined and equals the prescriber appointment payment made by you, that payment will be retained in full. A replacement prescriber appointment may require a new payment.
A prescriber appointment is payment for the professional assessment and reserved prescriber time. Attendance does not guarantee that a prescription will be issued or that any subsequent treatment will be considered appropriate.
The prescriber makes an independent clinical decision based on the assessment, relevant health information and applicable professional standards. Refined cannot require or guarantee a prescribing outcome.
If you attend the prescriber assessment and the prescriber decides that prescribing is not appropriate, the fee for the assessment and professional time remains payable. Any separate unused payment for a treatment that will not be supplied will be dealt with separately in accordance with these terms and your statutory rights.
If Refined is able to recover, avoid or obtain a refund of a cost that would otherwise have been retained following your cancellation, we will not retain more than our genuine net loss.
If Refined or the prescriber cancels the appointment and we cannot provide an acceptable alternative, any payment for the cancelled service will be refunded.
This section overrides the standard 48-hour policy for appointments involving a separately arranged prescriber.
9. Online, telephone and distance bookings
If you enter into a service contract with us online, by telephone or otherwise at a distance, statutory cancellation rights may apply under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Where applicable, a consumer normally has 14 days from the day after the service contract is entered into to cancel without giving a reason, subject to the legislation and its exceptions.
If you expressly ask us to begin providing a service during that 14-day cancellation period, you may be required to pay a proportionate amount for services supplied before you cancel. Where the service has been fully performed within the cancellation period following the required express request and acknowledgement, the statutory right to cancel may end once the service has been fully performed.
Nothing in our 48-hour or 168-hour policies removes a statutory cancellation or refund right where the law gives you that right.
10. Late arrival
Please arrive on time. Late arrival may reduce the time available for your appointment. We will not rush or shorten any assessment or treatment where doing so would compromise consultation, consent, safety or appropriate practice.
If you arrive too late for the appointment to proceed appropriately, the booking may need to be treated as a late cancellation and the relevant cancellation policy may apply.
11. Your health information and responsibilities
You must provide complete and accurate information that is relevant to treatment and update us if anything changes. This may include medical history, medicines, allergies, previous procedures, pregnancy or breastfeeding status, current illness, infections, skin conditions, recent treatments and other information requested during consultation.
You must tell us if you do not understand a question, consent form, risk, aftercare instruction or other information. We want you to ask questions before deciding whether to proceed.
If important information is deliberately withheld or materially inaccurate, we may be unable to assess suitability properly and may decline or stop treatment. Nothing in this section limits any legal responsibility that Refined or a practitioner cannot lawfully exclude.
12. Consent and clinical decision-making
Treatment will only proceed after the relevant consent process has been completed. Consent is specific to the individual and the procedure being considered.
Consent to a consultation is not consent to treatment. Consent to one treatment does not amount to consent to another treatment.
For any prescription-only cosmetic medicine, prescribing is the responsibility of the authorised prescriber. Where required by the prescriber's professional rules, the appropriate face-to-face assessment and physical examination must take place before prescribing.
No payment, previous treatment history or client preference creates an entitlement to a prescription or a particular treatment.
13. Treatment outcomes, risks and expectations
Cosmetic and skin treatments do not produce identical outcomes for every person. Results, duration, healing, recovery, skin response, swelling, bruising, redness, sensitivity and other effects vary between individuals.
We do not guarantee a particular appearance, result, duration or absence of side effects or complications.
Before treatment, relevant risks, benefits, limitations and alternatives should be discussed as part of the consultation and consent process. You should take reasonable time to consider the information provided and should not proceed if you feel uncertain or pressured.
Further elective treatment, maintenance or additional product is not automatically included in the original treatment price unless this is expressly stated. This does not affect your rights if a service has not been provided with the standard required by consumer law.
14. Aftercare, reviews and complications
You are responsible for following the aftercare guidance given to you and for contacting Refined promptly if you experience a concern that requires review.
Where an urgent complication is suspected, follow the emergency instructions provided with your aftercare. If you believe you are experiencing a medical emergency, call 999 or attend the appropriate emergency service rather than waiting for a routine clinic response.
Reviews are used to assess outcome and concerns and do not automatically entitle a client to further treatment, additional product or a refund. Decisions about further management are based on the circumstances, clinical need, the service supplied and applicable consumer rights.
15. Prices
Prices shown on the website or booking system are intended to be clear and include unavoidable charges that apply to the advertised service where known.
Where the final price depends on consultation, treatment choice, quantity or another individual factor, this will be explained before you agree to proceed.
We may change prices for future bookings. A price change will not normally alter the price of an already confirmed appointment unless the booking was based on an obvious pricing error, the scope of the requested service changes, or you agree to the change.
16. Refunds and consumer rights
Cosmetic dissatisfaction alone does not automatically create a right to a refund where the service has been properly provided and the outcome falls within the limitations and variability explained during consultation.
However, these terms do not remove or restrict your statutory rights. Under the Consumer Rights Act 2015, services supplied to consumers must be performed with reasonable care and skill. Where statutory remedies apply, those rights take priority over any inconsistent wording in these terms.
We do not use cancellation or refund terms to exclude responsibility for services that were not supplied with the standard required by law.
17. Model appointments, offers and promotions
Model appointments, introductory pricing, discounts and other promotions may have additional eligibility requirements stated at the time of the offer.
Model status does not remove the requirement for consultation, suitability, informed consent or appropriate treatment standards. We may decline a model treatment where the individual is not suitable.
Promotions cannot be exchanged for cash, combined with another offer unless expressly stated, or applied retrospectively to a completed booking.
Promotional offers will not be used to advertise or discount prescription-only medicines to the public.
Any photography or use of images for portfolio, website or marketing purposes will be subject to separate permission. Treatment consent and marketing/image consent are separate matters.
18. Behaviour, safety and refusal of service
Refined may refuse or end an appointment where a client behaves in a threatening, abusive, discriminatory, harassing or unsafe manner, is materially intoxicated, or otherwise creates a risk to staff, other clients or safe treatment.
Where an appointment is ended because of serious client misconduct, we may retain an amount that fairly reflects services already provided and genuine loss caused, subject to applicable law.
19. Cancellation or changes by Refined
Occasionally we may need to cancel, move or alter an appointment because of practitioner illness, prescriber availability, equipment problems, supply issues, safety concerns, severe weather or another circumstance outside our reasonable control.
Where Refined cancels and you are not at fault, we will offer a reasonable alternative appointment where possible. If an acceptable alternative cannot be provided, payment for the service that has not been supplied will be refunded.
We recommend that clients avoid making non-refundable travel or accommodation arrangements solely for a cosmetic appointment. Nothing in these terms excludes liability where the law does not permit us to exclude it.
20. Personal belongings
Please take reasonable care of your personal belongings while at the clinic. Refined is not responsible for loss or damage that is not caused by our failure to exercise reasonable care or by another legal responsibility that cannot be excluded.
21. Privacy and health records
We process personal information, including information relating to health where necessary, in accordance with applicable data protection law and our Privacy Policy.
Information may be shared with an authorised prescriber, treating practitioner, emergency healthcare professional, insurer, booking provider or other appropriate recipient where this is necessary and lawful for treatment, safety, administration, legal compliance or the handling of a concern.
Please do not use social media direct messages for urgent clinical concerns or medical emergencies.
22. Website use and intellectual property
The website, branding, text, graphics, layout and original content belonging to Refined may not be copied, reproduced, republished, distributed or commercially exploited without permission, except where permitted by law.
You must not misuse the website, attempt unauthorised access, introduce malicious code, interfere with website operation or use our content in a misleading or unlawful way.
We may suspend, modify or withdraw parts of the website for maintenance, security, legal or operational reasons.
23. Third-party websites and booking services
Our website may link to third-party services, including booking, payment, map or social-media platforms. Those providers may operate under their own terms and privacy policies.
A third-party link does not make Refined responsible for content, outages, security or services controlled by that third party. This does not affect Refined's responsibility for its own booking, treatment or consumer-law obligations.
24. Liability
Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, breach of statutory consumer rights, or any other liability that cannot lawfully be excluded or limited.
Subject to those rights, Refined is not responsible for loss that was not reasonably foreseeable when the contract was made, loss caused by information you failed to disclose where we reasonably relied upon it, or loss caused by your failure to follow material aftercare or safety instructions, except to the extent that Refined or another person for whom Refined is legally responsible also caused or contributed to the loss.
25. Complaints
If you are unhappy with an appointment, treatment or service, please contact Refined as soon as reasonably possible so that we can understand the concern and, where appropriate, arrange a review.
Complaints should include your name, appointment date and enough information for us to identify and investigate the matter. We will handle complaints reasonably and in accordance with any applicable legal or professional obligations.
Making a complaint does not affect your statutory consumer rights.
26. Changes to these terms
We may update these terms from time to time to reflect changes in our services, law, regulation or business practices.
The version applicable to a booking will normally be the version in force when that booking was made. We will not use a later change to deprive you retrospectively of a contractual or statutory right.
27. Severability
If a court or competent authority decides that part of these terms is unlawful or unenforceable, the remaining terms will continue to apply so far as legally possible.
28. Governing law
These terms and contracts for services provided at our Berwick-upon-Tweed clinic are governed by the law of England and Wales.
If you are a consumer resident elsewhere in the United Kingdom, you retain any mandatory consumer protections and rights to bring proceedings that applicable law gives you.
29. Your statutory rights
Nothing in these Terms & Conditions is intended to exclude, restrict or replace rights that cannot lawfully be excluded under UK consumer law.
If there is a conflict between these terms and a mandatory statutory consumer right, the statutory right takes priority.
Questions about a booking?
Please contact Refined Skin & Aesthetics before your appointment if you have a question about these terms, your booking or our cancellation policy.