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The UK’s award-winning & leading skin clinic for Asian skin
Terms and Conditions
Set out below are the terms on which Peonia Medical provides service to its clients post the COVID-19 lockdown period. These additions and amendments to our normal business terms and conditions have been implemented to ensure that we provide the safest environment during the COVID- 19 pandemic.
Please ensure that you have read and fully understood them prior to booking any Peonia Medical treatment
1. Deposit and Cancellation Policy
A booking deposit is required to secure most consultations and treatment appointments at Peonia Medical.
The deposit amount depends on the appointment type. In general, a £200 deposit applies to most non-surgical appointments and treatments, while a £500 deposit applies to surgical appointments and selected treatments requiring longer clinical time or additional preparation.
If you need to cancel, reschedule or make any other change to your appointment, you must contact Peonia Medical at least 48 hours before your scheduled appointment time.
Failure to provide at least 48 hours’ notice will normally result in the booking deposit being retained by the clinic, and a new deposit will be required before another appointment can be secured.
For prepaid treatment courses or packages, a separate booking deposit may not be required. However, the same 48-hour cancellation and amendment policy applies. If an appointment forming part of a prepaid course is cancelled, changed or missed within 48 hours, a £200 late cancellation charge will normally be payable before further appointments within the course can continue.
For full details, please see our Booking Deposit & Cancellation Policy.
2. Appointments and Cancellations
If you are unable to attend your appointment or need to change the date, time or other booking details, please contact us as soon as possible.
All cancellations, rescheduling requests and appointment changes must be made at least 48 hours before the scheduled appointment time.
Any cancellation, rescheduling request or other appointment change made within 48 hours will normally result in the booking deposit being retained. Where applicable, a new deposit will be required before another appointment can be booked.
Where an appointment has been secured against existing account credit or a prepaid treatment package, the applicable cancellation charge may instead be deducted from the patient’s account balance or treatment package.
Prior to your appointment, we will inform you of any preparation required in advance of your treatment. Failure to follow the preparation guidance may result in cancellation of the appointment, reduced treatment time or additional fees being charged.
3. Credit Card Details, Deposits and Payments
To secure an appointment with Peonia Medical, a booking deposit is normally required.
The amount depends on the appointment type:
- £200 for most non-surgical appointments and treatments;
- £500 for surgical appointments and selected treatments requiring longer clinical time or additional preparation.
The exact deposit amount will be confirmed before your appointment is booked.
Patients who have sufficient existing credit on their Peonia Medical account may, where appropriate, have the required deposit amount reserved against that balance instead of making a separate payment.
Patients who have prepaid in full for a treatment course or package will not normally be required to pay an additional deposit for appointments included within that course. The standard 48-hour cancellation and amendment policy still applies.
Where applicable, deposits may be applied towards the relevant treatment or appointment charge.
Please refer to our Booking Deposit & Cancellation Policy for full terms relating to deposits, cancellations, rescheduling and non-attendance.
4. Courses of treatments
All treatments purchased as a course must be paid for in full in advance of the first treatment. All treatment courses must be taken within 12 months of the date of purchase; any treatments left untaken after 12 months will be forfeited.
Value packs are only refundable for medical reasons. Any refund agreed is calculated by deducting the full list price of all treatments already taken, plus any charged for non-attendance, from the total price of the course of treatment, with the difference returned to you.
5. Treatment suitability
We will always assess whether treatment is suitable for you, or likely to be successful, prior to any treatment being carried out. If not, we will inform you as to the reasons why. You will only be
liable for the cost of the initial consultation, where applicable.
It is the client’s responsibility to ensure that he or she provides Peonia Medical with all the relevant medical details prior to each treatment.
6. Liability
Peonia Medical 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.
It is the client’s responsibility to ensure that he or she provide Peonia Medical with all relevant medical details prior to each treatment. Peonia Medical 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, Peonia Medical regarding the care of a treated area. Nothing in these terms of business shall exclude or limit Peonia Medical’s liability for death or any personal injury resulting from Peonia Medical’s negligence.
7. Your right to complain
Peonia Medical endeavours to treat all its clients appropriately, compassionately and fairly. If however, you have an issue with any matter in relation to your treatment at Peonia Medical you are entitled to lodge a complaint, either in person, by telephone or in writing and you must make the first contact within 3 months of your treatment. If you require assistance with making your complaint, Peonia Medical will be pleased to help and support you through the process.
The member of staff who initially receives the complaint will convey the details to the Clinic Manager or their designated deputy. Where this cannot be resolved immediately, you will receive a letter within three working days to confirm that an investigation into the matter is underway and that a response will be made as soon as possible.
Complaints of a non-medical nature will be handled in their entirety by the Clinic Manager and their Regional Manager.
If your complaint is treatment related the matter will be discussed with the relevant practitioner and may require you to attend an additional consultation with that practitioner or an alternative member of the clinic’s medical team, including the Medical Director. The objective of this is to provide an explanation or a solution to your concerns. Peonia Medical aims to furnish you with a full written response within 20 working days or where this is not possible, an explanation as to the cause of the delay.
Complainants who are not happy with the local resolution are referred to a member of the Senior Management team. If the complaint is service related this will normally be the Regional Director. If the complaint is of clinical nature this will be the Head of Medical Standards. The complaint will be further reviewed within 20 working days and you will be provided with a final written response. If the investigation requires further time, you will be provided with an explanation as to the cause of the delay. Find out more regarding complaints at Peonia Medical Complaints Procedure.
This is a summary of the complaints procedure. A full version is available upon request.
8. Birthday vouchers
Not to be used in conjunction with any other offer or promotion.
Applicable to new and existing clients.
Cannot be used as deposits.
One voucher per person.
The voucher should be surrendered upon purchase of the treatment.
Offer applies to single and courses of Practitioner led treatments with minimum spend of £50.
Offer can only be used on applicable treatments.
Offer is subject to patient suitability for treatment.
Voucher is non transferrable and cannot be exchanged for money.
9. 8% discount for NHS, Fire Service, Police employees & Teachers
8% discount applicable to a single treatment or course of treatments.
Cannot be used against doctor consultations or doctor treatments.
Discount can be used on any practitioner led treatments including skin peels, tattoo removal, microdermabrasion, acne treatments, Dermapen revitalise, laser hair removal, electrolysis.
Discount cannot be used on anti-ageing injectable treatments.
Not to be used in conjunction with any other offer or promotion.
Proof of employment required i.e. valid employment card/recent pay slip and valid photo identification if not on employment card.
Validation required when treatment purchased.
Offer available to new and existing clients.
10. 5% discount for students
Not to be used in conjunction with any other offer or promotion.
Discount applicable to treatment courses only.
Discount applicable to treatments only.
Minimum spend £50.
Discount can be used on any practitioner-led treatments including skin peels, tattoo removal, microdermabrasion, acne treatments, Dermapen revitalise, laser hair removal, electrolysis.
Discount cannot be used against pico tattoo removal or anti-ageing injectable treatments.
Offer is subject to full consultation and patient suitability for treatment.
Valid TOTUM (formerly NUS extra) card to be shown when purchasing treatment.
Peonia Medical reserves the right to withdraw this offer at any time.