You’re in safer than safe hands. Find out what the new rules mean for your appointment.
The UK’s leading skin clinic for Asian skin
Terms and Conditions
Terms and Conditions as of 21st March 2022
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 –
Booking a consultation: We take a fully non-refundable deposit of £50 for all our consultations. Should you need to cancel or reschedule we kindly ask that you must call us 48 hours before your appointment. Please note that there is no exceptions to this rule, including any medical emergencies. Failure to give the full notice before 48 hours of your appointment time will result in the deposit being taken by the clinic. This allows us to manage our diaries and offer the appointment time to another patient. If your appointment is successfully cancelled within our policy, your deposit can be refunded in clinic or used against treatment or product.
Booking treatment from a pre-paid value pack:
Should you need to cancel or reschedule we kindly ask that you call us no later than 48 hours before your appointment. Failure to give the full notice will result in £50 of the pre-paid package being redeemed by the clinic. This allows us to manage our diaries and offer the appointment time to another patient.
COVID-19 update
As the risk of life-threatening injury of COVID is low, we will continue to operate our 48-hour cancellation policy.
2. Appointments and cancellations
All doctors, nurses and therapists at Peonia Medical are trained and approved in accordance with the company’s treatment protocols and therefore Peonia Medical does not guarantee continued treatment with a named nurse or therapist.
If you are unable to attend your appointment, please contact us immediately on 02031 291 333 or WhatsApp +44 7572 695296. We will need to know that you wish to cancel 48 hours before your appointment time. Failure to cancel or rearrange at least 48 hours before your appointment will result in the loss of deposit (£25 for requested Callbacks, £50 for clinicians, £100 for Dr Tracy and £250 for Surgical consultation) from your value pack or the total booking deposit being redeemed.
Prior to your appointment we will inform you of any preparation required in advance of your treatment. Failure to follow the guide lines may result in cancellation of your appointment, reduced treatment time, or additional fees being charged.
Appointments
Late arrival may result in reduced treatment time or forfeiting of the appointment. Peonia Medical will endeavour to ensure that your appointment runs to time; however, should we need to cancel or postpone your appointment at short notice, we will make every effort to contact you in advance.
To reduce the contact time with your practitioner we ask that you are prepared for your treatment:
Face Treatments: All make-up removed prior to treatment
Laser hair removal or laser tattoo removal: Area shaved and hair removed prior to treatment
If you require another adult to be present, this must be agreed in advance with the Clinic Manager.
3.Credit card details, deposits and payments
To secure an appointment with Peonia Medical a deposit is required.
For an appointment with a doctor: a deposit of £50, £150 or £500 (subject to appointment type) will be charged at the time of booking, in order to secure the appointment.
For an appointment with a nurse or therapist: a deposit of £25 will be charged to your credit or debit card at the time of booking, in order to secure the appointment.
Deposits can be used towards payment for treatment or left on your account for future treatments. Should deposits remain unclaimed by the client following six weeks of inactivity Peonia Medical reserves the right to withhold the deposit.
These charges will not be applied to clients booking an appointment from their existing value package of treatment.
Prices may vary by clinic. Please refer to the price list on the website for your chosen clinic or contact your clinic for their price list.
We ask that you make payment via card or contactless payment to avoid the handling of cash.
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.