Terms & Conditions

These Terms and Conditions (“Terms”) apply to all bookings, consultations, and treatments at Doctor Kavena Aesthetics (“the Clinic”, “we”, “our”, “us”). By booking with us, you (“the Client”) agree to these Terms.

1. Bookings and Payments

All appointments must be booked online through our booking system.
Full payment is required at the time of booking to secure your appointment.
Payments are non-transferable unless rescheduled within the timeframe set out in section 2.

2. Cancellations, Rescheduling, and Late Arrivals

To cancel an appointment, you must inform us by email at info@doctorkavena.com. Cancellations are not valid unless confirmed by us in writing.
You may cancel or reschedule your appointment up to 7 days before your scheduled booking for a full refund or transfer.
Cancellations or reschedules made less than 7 days before the appointment will not be eligible for a refund.
Failure to attend your appointment (“no-show”) will result in the loss of the full payment.
If you arrive late, your appointment may need to be shortened or cancelled. If treatment cannot proceed due to lateness, the payment will be forfeited.
By booking, you agree that the service is for a specific date, and you therefore waive the usual 14-day cooling-off period under the Consumer Contracts Regulations 2013.

3. Consultations and Redemption

Certain treatments require a consultation before proceeding. These include the Virtual “In Clinic” Skin Consultation (to determine if a skin treatment is suitable), Dermal Filler Consultation, and Anti-Wrinkle Consultation.
Consultation fees are payable in full at the time of booking.
For these consultations only, the consultation fee can be redeemed against a treatment booked within 30 days of the consultation date.
If a treatment is not booked within 30 days, the consultation fee will not be redeemable.
If the doctor determines that treatment is not clinically suitable, the consultation fee remains payable and is non-refundable.
Clients must complete and return the skin and medical history form sent prior to their consultation. If this form is not completed, the consultation or treatment may be cancelled and the payment forfeited.

4. Suitability and Right to Refuse

You must provide accurate and complete information regarding your medical history, medication, allergies, and previous treatments.
Treatment will only proceed if the doctor deems it safe and clinically appropriate.
We reserve the right to refuse or postpone treatment if:
- You are under 18,
- You are pregnant or breastfeeding,
- You are under the influence of alcohol or drugs,
- You have not followed pre-treatment instructions,
- You fail to complete the required medical form prior to consultation, or
- The treatment is not suitable for your medical or skin condition.
In such cases, payments are non-refundable.

5. Pre-treatment and Aftercare

You must follow all pre-treatment instructions provided at consultation or booking. Failure to do so may result in treatment being cancelled on the day without refund.
Aftercare instructions will be provided following treatment. It is your responsibility to follow these carefully. The Clinic is not liable for complications arising from failure to follow aftercare.

6. Results and Risks

Individual results vary and cannot be guaranteed.
Risks and potential side effects will be explained during consultation and consent will be obtained before treatment.
Clinical photographs may be taken before and after treatment for your medical records. Separate consent will be sought if images are used for marketing.

7. Refunds, Packages, and Vouchers

Refunds are only available if cancellation or rescheduling occurs within the timeframes stated in section 2.
No refunds are given once treatment has been provided.
Packages and treatment courses must be used within the timeframe specified at purchase. They are non-transferable and non-refundable.
Gift vouchers (if offered) are valid for 12 months from the date of issue and are non-refundable.

8. Children, Companions, and Clinic Policy

Treatments are strictly for adults aged 18 and over.
Children are not permitted in the treatment room. Clients must not bring children to appointments unless accompanied by another adult who can supervise them in the waiting area.
Only the client receiving treatment may be present in the treatment room, unless agreed in advance.

9. Model Bookings

From time to time, the Clinic may offer reduced-fee “model bookings” for training or portfolio purposes.
Model bookings are subject to the same booking, payment, cancellation, and refund policies as standard appointments (see sections 1–2).
By booking a model slot, you consent to photographs and/or videos being taken for training, assessment, or marketing purposes. Separate consent will be obtained regarding the use of images.
Treatments will be carried out to the same medical and professional standard as all other appointments, but timings may vary due to training or photography requirements.
Model booking fees are strictly non-refundable and non-transferable.

10. Price Changes and Offers

Prices may be updated at any time, but clients who have already booked and paid will not be affected.
Promotional offers are valid only during the time stated and cannot be applied retrospectively.

11. Confidentiality and Marketing

We respect client confidentiality and comply with UK GDPR.
Your personal information will only be shared where required by law.
By providing your contact details, you consent to us contacting you regarding appointments, aftercare, clinic updates, marketing emails, and review requests. You may opt out of marketing communications at any time by clicking “unsubscribe” or contacting us.

12. Complaints

We are committed to high standards of care. If you are dissatisfied, please raise concerns with the doctor as soon as possible.
Formal complaints should be made in writing and will be handled in accordance with our complaints policy.

13. Force Majeure (Unforeseen Events)

In the event of illness, emergencies, technical issues, or other events outside our control, the Clinic may need to cancel or reschedule your appointment.
In such cases, liability is limited to rescheduling the appointment or refunding the treatment fee.

14. Emergencies and Aftercare Concerns

After your treatment, you will be provided with verbal and/or written aftercare instructions.
If you experience unexpected side effects, complications, or have urgent concerns following treatment, you must contact the Clinic promptly by email or phone using the details provided in your aftercare information.
In the event of a medical emergency (for example, sudden difficulty breathing, chest pain, or severe allergic reaction), you must dial 999 or attend your nearest Accident & Emergency department immediately.
The Clinic does not operate as an emergency service but will provide appropriate follow-up care and, where necessary, referral to another healthcare provider.

15. Liability

The Clinic will not be liable for loss, damage, or injury outside the scope of treatment provided.
Clients are responsible for ensuring they have read and understood these Terms before making a booking.

16. Governing Law

These Terms are governed by the laws of England and Wales.
Any disputes will be subject to the exclusive jurisdiction of the English courts.