1.1 These are the terms and conditions on which Javivo (“we” or “us”) provide a service of non-surgical aesthetic and cosmetic medical treatments to you.
1.2 We highly recommend you read the terms and conditions carefully prior to booking any consultations or treatment. They also provide useful details on important information such as payment or what to do if there is a problem with the service.
1.3 In the event of an inconsistency between these Terms and Conditions and the content of any literature provided by us to you, then these Terms and Conditions shall prevail.
1.4 If you have any queries regarding the terms and conditions, please email Javivo Clinic at firstname.lastname@example.org and we will try to resolve your issue as quickly as possible.
2. Definitions and Interpretation
“Aesthetic Doctor” means a UK registered doctor and independent prescriber who has completed the Level 7 training, is registered to practice by the General Medical Council (GMC) and is licensed to administer the aesthetic treatments;
“Aesthetician” refers to the practitioner performing non-doctor led aesthetic treatments. They are fully qualified in all treatment areas they perform.
“Aesthetic Treatment(s)/Treatment(s)” refers to medicines used in skin rejuvenation treatments, substances used as part of a treatment or skin treatment offered at Javivo Clinic;
“Allergies” mean sensitive reactions of the body to certain skin rejuvenation treatment or substances, that do not affect most people;
“Consultation” means a consultation with an aesthetic doctor to discuss the Medical History and risks or potential side effects associated with the relevant treatment;
“Data Protection Acts” means relevant Data protection legislation including the General Data Protection Regulations;
“Medical History” means patient medical data, including sensitive data relating to a patient’s health profile and history;
“Patient(s)” or “you” means any person who has entered or is contemplating entering into a contract for the provision of treatments from us;
3. Our Contract with You & Javivo’s Obligations
3.1 A contract comes into existence between you and us when we confirm that we are able to provide you with an aesthetic treatment following a consultation, completion of all necessary medical consent forms and you confirm that you wish to proceed. You will be offered a ‘cooling off period’ between consultation and treatment.
3.2 If we are unable to provide you with a treatment (e.g. following clinical assessment by an aesthetic doctor/aesthetician) we will inform you of this and the reasons why during your consultation.
3.3 In providing an aesthetic treatment to you, Javivo shall:
3.3.1 Provide suitable facilities for the provision of the treatment by the aesthetic doctor/ aesthetician that meet current UK government and Safety register guidelines;
3.3.2 Provide you with such information that can be reasonably expected to be necessary for you to understand the nature of the aesthetic treatment being offered and the risks and potential side effects normally associated with such treatment, in advance of the treatment.
3.4 If our performance of a treatment is affected by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event.
3.4.1 Examples of events outside our control include flooding, a natural disaster, pandemic or an earthquake. It also includes all weather-related issues such as snow, ice and storms.
4. Patient Obligations
4.1 You will be responsible for reading the treatment information literature provided to you prior to or during the Consultation, and prior to consenting to undergo any treatment. You will have an opportunity to raise questions at the consultation and prior to undergoing the treatment. You are not obliged to have the treatment if you have any concerns and may change your mind at any time.
4.2 We require certain information from you prior to treatment for the purpose of securing an appointment including contact details; including: full name, date of birth, full address, contact telephone numbers and email address.
4.3 You will be required to complete a medical history questionnaire form at your first appointment or it may be sent to you via email, this is necessary for the consultation and treatment planning process. The medical history will require full details of any allergies or medical conditions. You will be asked to update your medical history on each visit.
4.4 If you do not provide us with the medical history information required or you provide us with incomplete or inaccurate information, we reserve the right not to perform the treatment.
4.5 All information will be treated as confidential and protected in accordance with Data Protection legislation.
4.6 Due to the clinical nature of this service, all customers are required to bring a form of photo identification with them to their consultation. If you fail to bring a form of photo identification to your consultation, we will not be able to proceed with the consultation or treatment.
5. The Consultation & Consultation Fees
5.1 We offer a range of non-surgical aesthetic and skin treatments subject to eligibility following consultation with a suitably qualified Javivo aesthetic doctor/aesthetician. Before providing any treatments, we require you to:
5.1.1 Complete the medical history questionnaire provided to you at the Clinic or received via email.
5.1.2 Complete the necessary consent forms relevant of the procedure.
5.2 Please note that we do not treat children or young adults under the age of 18 with any non-surgical aesthetic treatments.
5.2.1 The only exception is basic skincare, which may be provided to young adults aged 16-18 years. Anyone younger than this requesting skincare can be determined on a case-by-case basis. Javivo have the right to refuse all treatment to under 18-year-olds.
5.3 Before being able to book any aesthetic treatments, a consultation is required with an aesthetic doctor/aesthetician.
5.4 If you are a new patient to Javivo Clinic, the initial doctor consultation requires a booking fee of £45. A laser hair removal and patch test fee is £35.
5.4.1 This booking fee is redeemable against any treatment booked or products purchased following this consultation. If you are unsuitable for any treatment with us due to medical reasons, this fee may be refunded.
5.4.2 If you do not wish to book any treatment or purchase any skincare following consultation then this fee can be added as credit to your account.
5.4.3 The booking fee can be paid with cash, debit or credit card.
5.4.4 From time to time, we may have offers where the booking fee for consultation is waivered.
5.5 During the consultation, you will be able to discuss your skin needs, talk about potential treatments, discuss any complications or side effects of treatments, and discuss a treatment plan. Consultations last up to 30 minutes.
5.6 No treatment will take place during these consultations. Treatment appointments must be booked separately to an initial consultation.
5.6.1 A patch test to check suitability for treatment will be carried out in a laser hair removal and patch test consultation.
5.7 We would ask that you do not bring children to the clinic as they cannot be left unsupervised in the reception area and children will not be allowed to accompany you into the treatment rooms.
6. Treatment Appointments
6.1 Treatments appointments can be booked following a consultation with an aesthetic doctor/ aesthetician to confirm your eligibly for the treatment.
6.2 The length of treatment appointments can vary depending on what treatment you are having. You will be advised on how long your treatment is likely to take place when you book it.
6.3 When booking a treatment appointment, you will be asked to pay for the treatment in full, or pay a deposit amounting to half the treatment total. For your convenience we accept cash, debit cards, and credit cards.
6.4 If you pay a deposit for the treatment, the deposit total will be deducted from the final payment following your treatment appointment. The balance must be paid in full following treatment.
6.5 If you attend the treatment appointment and decide with your clinician you cannot go ahead with the treatment on the day it can be rearranged without an extra charge. All deposits on treatment will be non-refundable but can be used as credit on your account for future treatments. If you have paid in full for the treatment, a 50% refund can be given in this case. This is only in the unlikely event a contraindication to treatment has arisen since your consultation appointment, making you no longer suitable for treatment.
7. Cancellation, Refund and Late Attendance Policy for Consultations and Treatments
7.1 A minimum of 48-hour notice is required for all appointment cancellations and rearrangements. This includes all consultation, treatment and review appointment slots.
7.2 Unfortunately, we cannot refund a deposit for an appointment if the request is made less than 48 hours before the appointment. This includes all treatments and consultation appointments.
7.2.1 Any laser hair removal appointment which is rescheduled with less than 48 hours’ notice, or where the patient does not turn up to the appointment with notifying the team ‘no show’, will result in a deducted session from the patients course.
7.3 If a request to cancel an appointment for a consultation or a treatment has been made with more than 48 hours’ notice, then a full refund on this deposit can be given.
7.4 We cannot guarantee to rearrange an appointment for a consultation or treatment if the patient gives less than 48 hours’ notice to Javivo Clinic. If a deposit has been taken, this will be non-refundable in this case. To rebook the consultation or treatment again, the patient must provide a new deposit. If the patient has paid in full for the treatment, a 50% refund can be given in this case.
7.5 If you are unable to pay the booking fee when booking a consultation or treatment, appointment slots can be held for up to 24 hours. However, if this appointment isn’t secured by a booking fee within 24 hours, it will be made available to other patients.
7.6 If the patient is late by more than 15 minutes the aesthetic doctor at Javivo may not be able to see the patient. If a deposit has been taken, this will be non-refundable in this case. If the patient has paid in full for the treatment, a 50% refund can be given.
7.7 Although extremely rare, appointments may need to be rescheduled by Javivo at short notice, including in the event of incapacity of the aesthetic doctor, an unforeseen emergency at the Clinic, or an equipment defect. Javivo do not have to compensate patients for any late cancellations or consequential losses.
7.8 Text messages, email appointment reminders, and telephone calls are a courtesy and cannot be relied upon. It is up to the patient to note their appointment in their own diary and attend at the appropriate time.
7.9 Please note that Javivo do not store any card details on its systems for security so patients are advised to contact Javivo with payment details for return of the refundable deposit and treatment deposits made by card will be refunded to the credit or debit card as soon as practically possible.
7.10 If the client is late by more than 15 minutes then it is classed as a missed session and removed from your remaining block of sessions. If there is a valid reason for lateness, then the manager can review this on a case-by-case basis to make an exception.
7.10.1 Lateness of between 5-15 minutes may result in a reduced treatment time, or possible forfeiting of that appointment as detailed above.
7.11 Prior to your appointment we will inform you of any preparation required in advance of your treatment. Failure to follow the guidelines may result in cancellation of your appointment, reduced treatment time, or additional fees being charged.
8. Review appointments
8.1 Review appointments are free of charge for all existing clients.
8.2 Review appointments are compulsory and will be consented for during the consultation, particularly in an event of a complication occurring. They are in the interest of your own safety.
8.3 They typically last 10 minutes for a face-to-face review of treatment effects and discussing further advice with your aesthetic practitioner.
8.4 Treatment may be administered during these appointments for review of anti-wrinkle treatment only. This is subject to an examination by the aesthetic doctor. We reserve the right to refuse any treatment during review appointments.
8.5 If further treatment is needed at review please allow up to 30 minutes for these appointments.
8.6 Please note, some additional treatment may incur an extra charge.
8.7 If you are booking a review appointment in the event of a complication, please allow at least 30 minutes for the review appointment, but be aware that you may need longer.
9. Laser Hair Removal Treatment
9.1 Treatments appointments can be booked following a consultation and patch test with an aesthetician to confirm your eligibly for the treatment.
9.2 The length of treatment appointments can vary depending on what treatment you are having. You will be advised on how long your treatment is likely to take place when you book it.
9.3 Please arrive 10mins in advance of your appointment for all necessary paperwork to be completed and for payment to be taken (if required).
9.4 When booking a treatment appointment, you will be asked to pay for the treatment or course/session block in full. For your convenience we accept cash, debit cards, and credit cards.
9.5 Once eligibility has been confirmed for treatment and sessions have been paid for the treatment is non-refundable.
9.6 Courses/blocks of sessions are only refundable for medical reasons with a valid doctor note. Any refund agreed is calculated by deducting the full price of all treatments already performed, plus any charged for non-attendance, from the total price of the course of treatment, with the difference returned to you.
9.7 Reasons for refund do not include wanting to stop treatment without reason, poor treatment outcome, moving out of town etc (list is not exhaustive, examples given only).
9.7.1 Laser hair removal is known to offer up to 90% reduction in hair growth. Clients must understand results with laser hair removal are variable.
9.8 One treatment or booked block of sessions is per person and under no circumstances must be split with another person. If this is suspected or has occurred, Javivo have the right to refuse further treatment, without refunding for any remaining treatments. Please understand, this is in the interest of your own safety.
9.9 Our aestheticians have the right to refuse treatment if unsafe to do so, e.g. new medical information making treatment a contraindication or failing to abide by pre-treatment requirements.
9.10 All payments for single or courses of treatment are to taken in advance of having the first treatment.
9.11 We have the right to refuse treatment and refund if any of our health and safety terms and conditions signed on the medical questionnaire are breached. This is in the interest of health and safety.
9.12. All treatment courses/sessions must be started within 12 months of the date of purchase; any treatments left untaken after 12 months will expire.
9.13 It is the client’s responsibility to ensure that he or she provide Javivo Clinic with all relevant medical details prior to each treatment. Javivo Clinic will not be liable for any damage that occurs as a result of the client’s failure to disclose such details.
9.14 Clients must understand and respect treatment boundaries. Javivo Clinic wish to provide a fair service and it is not reasonable to ask for additional treatment areas without having paid for it.
9.14.1 Full body laser hair removal treatment includes everything from the collar bone down.
9.14.2 Full face laser hair removal treatment includes everything on the face, not including the neck. Neck is a separate treatment.
9.14.3 A half face laser hair removal treatment is from the cheek to the underneath the chin.
10. The Consultation & patch testing for Laser Hair Removal
10.1 We offer laser hair removal services subject to eligibility following consultation with a suitably qualified therapist. Before providing any treatments, we require you to:
10.1.1 Complete the medical history questionnaire provided to you at the Clinic or received via email.
10.1.2 Complete the necessary consent forms relevant of the procedure.
10.2 Please note that we do not treat children or young adults under the age of 18. Javivo Clinic have the right to refuse all treatment to under 18-year-olds.
10.3 Before being able to undergo any treatment, a consultation is required with a qualified aesthetician.
10.4 During the laser hair removal consultation, you will be able to discuss your skin needs, talk about treatment, discuss any complications or side effects of treatments, and discuss a session plan.
10.5 No treatment will take place during these consultations. Consultations last up to 30 minutes. A patch test will take place during this consultation for the areas you wish to receive laser on.
10.6 We would ask that you do not bring children to the clinic as they cannot be left unsupervised in the reception area and children will not be allowed to accompany you into the treatment rooms.
10.7 Our patch test fee is £35 which is redeemable against the cost of any booked treatments. This is only relevant if not electing to proceed with treatment. If you are unsuitable for treatment due to a medical reason this fee will be refunded.
10.8 Existing clients that have not had laser hair removal treatments in last 6 months may require a consultation and test patch. Additional fees may apply.
11. Refusal of treatments
12.1 There may be circumstances where our clinicians deem treatment to be inappropriate or medically unsafe for a patient. Javivo Clinic reserve the right to refuse any treatment in this instance.
12. Special offers
13.1 General Terms
13.1.1 From time-to-time Javivo run special offers or other forms of purchase incentive. Although unlikely before any specified offer deadline, Javivo reserve the right to extend, amend and/or withdraw any offer at any time without notice.
13.2 All special offers are subject to availability.
13.3 New clients that have not previously had the treatments will require a consultation +/- test patch prior to treatment to check suitability. Any client that is unsuitable for treatment a full refund for the package will be given.
13.4 One client per offer only
13.5 Payment is required in full before treatment is redeemable
13.6 Javivo have the right to refuse clients who are contraindicated to this treatment
13.7 Special offers are non-refundable, unless the patient is medically contraindicated to treatment, in which case a refund can be offered.
13.8 Treatment is only available to clients aged 18 years and over.
13.9 Treatment is not suitable for pregnant or breast feeding women.
13.10 Offers cannot be used in conjunction with any other promotion, discount and are non-transferrable.
13.11 Standard Javivo terms and conditions apply
13. Packages Terms and Conditions
14.1 Offer applies to treatments specified in the package details only, any additional treatments will be at an additional cost
14.2 Laser Hair Removal packages must be used within 12 months of purchase date. Other packages must be used by date specified.
14.3 Payment is required in full before treatment is redeemable.
14.4 Once purchased the treatment cannot be swapped for any other type of treatments or skin products.
14.5 Once purchased packages cannot be used or shared with another client.
14.6 Javivo has the right to refuse this offer to any clients who are not suitable for a package.
14.7 Results vary per person
14.8 Treatments must be booked within one month of purchase
14.9 Offers cannot be used in conjunction with any other promotion, discount and are non-transferrable.
14.10 Standard Javivo terms and conditions apply
14. Friends and Family
15.1 You are welcome to attend a consultation appointment with a friend or family member over the age of 18 years. However, please remember the consultation is for the booked individual only.
15.2 No treatment questions can be answered for a friend or family member’s needs, as this will not allow for the booked individual to be assessed adequately.
15.3 If you bring a friend or family, please ensure you are happy to discuss your medical history in front of them.
15.4 Friends and family are not allowed to attend treatment sessions with you. This is in the interest of safety.
15.5 We reserve the right to refuse friends and family attending appointment that may have an impact on patient safety.
15. Information About Us & How To Contact Us
16.1 Javivo Clinic are a registered company operating under Javivo Ltd. Our registered address is 18 Lloyd Street, Lloyds House, Manchester, M2 5WA
16.2 You can contact us by telephone on 0161 302 0555 or in writing via email at email@example.com.
16.3 If we have to contact you we will do so your preferred method of contact which will be either by telephone or by writing to you at the email address you provided to us at your consultation.
16.4 When we refer to the terms “Writing” “writing” or “written” this includes emails, text messages or WhatsApp messaging.
16. Confidentiality/Data Protection
17.2 Javivo will only process your personal data, in connection with the consultation and/or treatment provided to you in accordance with these terms and conditions;
17.3 You acknowledge that Javivo is obtaining this consent in order to comply with the provisions of the Data Protection Acts.
17.4 Javivo’s privacy and cookies policy is available on Javivo.co.uk.
17.5 Javivo predominantly corresponds via email, telephone, text message or WhatsApp. Should there be any changes to your personal data, it is your responsibility to inform Javivo. This will include, but is not limited to your current telephone number, email address, postal address, home address, and medical history updates.
17.6 We will use personal details to provide updates on aesthetic treatments, process your payment and, if you consented to this, to inform you about similar services we offer but you may stop receiving these communications at any time by unsubscribing.
17.7 We will only give your personal information to other third parties where the law either requires or allows us to do so.
17. Complaints Policy
18.1 A high quality, safe service to all our clients is a priority at Javivo Clinic. If you feel you would like to discuss or inform us of an issue, we kindly ask you put it into writing and email us at firstname.lastname@example.org. All issues will be resolved as quickly as possible.
18.2 You may be asked to supply evidence to support your complaint including the time, date and names of people you have spoken to.
18.3 A full assessment of the complaint will be undertaken which may take up to six to eight weeks
18. Zero Tolerance on Violence & Aggression Policy
19.1 All patients attending Javivo Clinic will be treated with respect and dignity at all times. No member of staff has the right to be abusive to patients or their visitors and any such incidents will be treated as a disciplinary matter.
19.1.1 Equally, Javivo does not condone any form of abuse of staff members by patients (either in person or on the phone) or visitors and if such a situation should occur, Javivo reserves the right to terminate any provision of aesthetic treatments or care and to escort any such patient off the premises if necessary.
19. Other important terms
20.1 This contract is between you and Javivo and no other person shall have any rights to enforce any of its terms, however, Javivo reserve the right to transfer their rights and obligations under these terms to another organisation.
20.2 If a Court finds that any of these Terms and Conditions are illegal or unenforceable then the remaining enforceable terms will continue in full force and effect.
20.3 To address your specific requirements and desired outcome, we will complete a full treatment plan during your consultation. Treatment under this service is a medical procedure and results can vary from person to person. Although unlikely, it is possible that you may not experience any noticeable results from a procedure.
20.4 Javivo relies upon the completeness and accuracy of information provided by the patient to the aesthetic doctor prior to administering any aesthetic treatment, including but not limited to the medical and aesthetic history and as such Javivo excludes all liability in respect of any damage or loss incurred by a Patient arising from or in connection with the incompleteness or inaccuracy of such information provided to aesthetic doctor.
20. Allergic Reactions and What to do if you have problems following a treatment
21.1 Whilst it is rare, some patients do suffer from an allergic reaction or other side effects to a medical drug and/or following provision of an aesthetic treatment.
21.2 If you have had a treatment and are experiencing any health problems thereafter or feel unwell, please contact us on our medical emergency line of 07939127194 as soon as possible.
21.3 Full aftercare instructions related to your aesthetic treatment are given verbally following treatment and provided in written format and are typically sent via email following the treatment.
21.4 If there are any complications that require urgent medical attention and it is not possible to see the same Practitioner, please go to your GP or local accident and emergency (A&E) department immediately to seek medical assistance.
22.1 All patients will be consented for side effects and complications of the treatment that they are undergoing
22.2 Javivo operates an informed consent policy and if patients lack capacity to make the decision, we will be unable to perform treatment
22.3 Patients will be asked to read and sign a consent form in relation to the treatment they are having for every treatment that they have
22.4 Refunds will not be offered for side effects/complications that have been appropriately consented for in the rare case they occur after treatment
22. Javivo Clinic’s COVID Policy
23.1 New health and safety measures are in place to keep our patients and staff safe. We must ask you to cooperate with these measures for everyone’s safety:
- Covid-19 symptom check sent out via email prior to your appointment
- Attend all appointments unaccompanied
- Please download the NHS Track and Trace app prior to your appointment
- Wash or sanitise your hands before entering the clinic
- Before entering the clinic, patients are required to wear a mask/visor and have a temperature check
- Attend appointment 5 minutes early. In some instances, you may be asked to wait outside the clinic until your practitioner is ready to see you (one person waiting room policy).
- Social distancing in operation where possible
- Rearrange your appointment if it is unsafe for you to attend in any way, if you are required to isolate due to covid-19, or if you cannot attend due to government restrictions on travel. This list is not exhaustive. Thank you for your cooperation.
23. Legal Jurisdiction
23.1 The services provided by Javivo Ltd and these terms and conditions shall be governed by the laws of England and Wales, whose courts shall have exclusive jurisdiction in relation to any dispute between the Parties.