TERMS & CONDITIONS
APPOINTMENTS:
To secure your treatment booking, a valid credit or debit card is required. We have a strict policy requiring 48 hours’ notice for any appointment changes. Failure to provide this notice will result in the loss of your session, and you will still be charged for the appointment, even in emergencies. All sessions must be paid upfront.
A charge of £20 is applicable for the consultation. If you do not attend your consultation, this fee will be forfeited. If you've been exposed to sunlight recently, we kindly ask that you inform us at least 48 hours before your scheduled laser hair removal appointment. Failing to observe this recommended time gap and arriving with a suntan or artificial tanning product may lead to the loss of your session. Please note that we cannot guarantee full clearance after the recommended number of treatments. Individual results may vary due to hormones, genetics, medication, and lifestyle.
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CHANGES TO YOUR APPOINTMENT: ​
Clients have the flexibility to either cancel or reschedule appointments whenever needed, provided they give no less than 48 hours’ notice before the scheduled appointment time. To initiate a cancellation or rescheduling, kindly reach out to us via email at contact@queenslaser.co.uk. Alternatively, you can adjust your appointment through the online booking system, accessible through your email reminder or confirmation.
If appointments are missed or there is a failure to provide 48 hours’ notice, the session will be classed as used, and clients will not receive a refund.
In cases of no-shows, date misunderstandings, car troubles, or family emergencies, refunds for bookings will not be possible unless a notice of at least 48 hours is provided. While we understand these situations can arise, we regret that due to the frequency of such occurrences among our extensive customer base, we cannot make any exceptions to this policy. Please know that Queens Laser and Skin empathises with these situations, but the outlined policy stands without exceptions.
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NO CHILDREN POLICY:
No child under the age of 16 will be granted access to the clinic due to health and safety, even if accompanied by an adult.
Please make appropriate arrangements for childcare prior to booking your appointments.
Arriving with a child to the clinic will result in appointment cancellation and loss of treatment.
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ARRIVALS AND TIMELINESS POLICY:​​
We kindly suggest that clients arrive with a 5-minute buffer before their scheduled appointment. While we allow a 15-minute window for late arrivals, please understand that to ensure fairness to clients who arrive on time, we must be cautious about accommodating any late arrivals. If you arrive more than 15 minutes late and we are unable to fit in your appointment, you will lose your session.
We also request that all clients consider potential delays in our clinic's schedule, which may arise from factors beyond our control. However, we expect our clients to maintain their timeliness, and we strive to attend to you within 15 minutes of your scheduled time.
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THERAPISTS:
While we strive to assign a single therapist for all your treatments, this cannot be guaranteed due to availability constraints. If your designated therapist is unavailable for any reason, we will make every effort to arrange an alternative therapist for you. If you choose to cancel your appointment under such circumstances, you will lose your session.
In the event that a therapist falls ill or faces an emergency, resulting in a lack of coverage, Queens Laser and Skin reserves the right to cancel your appointment.
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PURCHASES:
Please note that any purchased packages are both NON-REFUNDABLE and NON-TRANSFERABLE. Our pricing is subject to potential changes at any time, which might occur without prior notice due to ongoing promotional offers. Once a booking is confirmed, the paid price remains definitive, and no adjustments will be made based on later reductions in course prices.
For laser hair removal purchases, there is a window of 24 months from the date of purchase to utilise the package, while skin care treatment purchases provide a 12-month window. In the circumstance of pregnancy, we advise planning your visit after your second menstruation. It's important to note that we offer an ample extension window of 15 months for accommodating potential scheduling adjustments.
In the event of an abrupt medical condition that prevents your continued treatment, you must obtain a medical letter from your doctor. Refunds will only be granted under such circumstances. If you've already undergone a session, the refund will be calculated according to the FULL price list, reimbursed as the equivalent of a pay-as-you-go cost, and any non-attendance charges will be applied.
Please be aware that any potential unknown side effects resulting from treatments cannot be attributed to Queens Laser and Skin.
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COMPLAINTS:​
Queens Laser and Skin is dedicated to delivering exceptional customer service. We embrace any feedback or complaints as valuable opportunities to enhance our services.
Our commitment is to treat each client with fairness and equality.
PROCEDURE FOR HANDLING COMPLAINTS:
Our approach does not aim to assign blame, determine negligence, or offer compensation. Clients have the right to submit complaints in written form to info@queenslaser.co.uk.
When a complaint is received, either through email or verbally, we will record the client's name, address, phone number, and details of the complaint, including the relevant date. Subsequently, a written document summarising this information will be prepared and directed to the manager. Within 14 working days of the complaint's receipt, the client can anticipate a response. This timeframe allows us to conduct a thorough investigation.
The purpose of this policy is to ensure that complaints are addressed in an appropriate manner, with every complaint or comment taken earnestly. Throughout the complaints process, Queens Laser and Skin remains committed to providing support to our clients.