TERMS AND CONDITIONS

Clinic appointments

1. Appointments & Cancellations

• Appointments may be rescheduled or cancelled with at least 48 hours’ notice via email (info@hannahlondon.com) or phone (020 8202 6187).

• Late cancellations, defined as less than 48 hours’ notice, result in loss of deposit or forfeiture of the session if part of a course.

• If no deposit was taken, a £50 cancellation fee applies to late cancellations.

• No-shows will be charged the full cost of the appointment or lose the session from their package.

• Late arrivals may reduce treatment time or require rescheduling; the full treatment fee may still apply.

2. Deposits

• Deposits may be required when booking, including for complimentary consultations.

• For medical or bespoke treatments such as Sculptra or hair extensions, a non-refundable deposit is required.

• This deposit covers the cost of materials and reserved clinician time and is non-refundable under any circumstance except in cases of clinical error or clinic cancellation.

3. Courses of Treatment

• Courses must be paid for in full before the first session.

• Courses must be used within 24 months from the purchase date; unused sessions after this period will be forfeited.

• Packages are non-refundable, except with a documented medical reason. Refunds will not be granted for dissatisfaction with aesthetic results due to inherent variability in individual outcomes.

• If a refund is approved, treatments already taken will be charged at their full individual list price and the balance refunded accordingly.

4. Offers & Promotions

• All offers and promotional packages are strictly non-refundable.

• If you change your mind after purchasing an offer, the value may be transferred as credit towards another treatment at full price, but no cash refund will be issued.

• Offers cannot be combined with other promotions unless explicitly stated.

• Promotional treatment prices cannot be extended past the offer’s expiration or applied retrospectively to past bookings.

5. Practitioner Requests

• We do our best to accommodate requests for specific doctors, nurses, or therapists, but we cannot guarantee continued treatment with a named practitioner.

• All team members are qualified and trained in Hannah London’s protocols and operate to the same clinical standards.

6. Pre-Treatment Preparation

• Clients are expected to follow all pre-treatment and post-treatment instructions.

• Failure to comply may result in treatment cancellation, reduction in treatment time, additional charges, or compromised results.

7. Client Health Disclosure

• It is your responsibility to inform us of any medical conditions, medications, allergies, or changes in health prior to treatment.

• This information is essential for your safety and allows us to assess your suitability for the treatment.

• Hannah London is not liable for adverse outcomes resulting from withheld or inaccurate medical information.

8. Liability

• Hannah London is not liable for any indirect, special, or consequential loss including loss of profit resulting from services provided.

• We are also not responsible for adverse effects where aftercare advice is not followed or health information has not been fully disclosed.

• Nothing in this policy limits our liability for death or personal injury due to proven negligence on our part.

9. Children, Guests, and Pets

• Children and young persons are not permitted in treatment rooms and must be supervised by an adult at all times.

• Guests are not allowed in treatment rooms unless approved in advance for medical or accessibility reasons.

• Pets are not allowed on the premises except for registered service animals.

10. Product Purchases & Refunds

• Skincare and other retail products are non-refundable once opened or used.

• If you believe a product is faulty or caused a reaction, please return it within 7 days for assessment.

• Unopened, sealed items may be exchanged or credited at management’s discretion.

11. Treatment Package Transfers

• Courses and packages are non-transferable between clients unless explicitly agreed upon at the time of purchase and documented in writing.

• Treatments within a package must be taken by the named client only.

 

Product Purchases

These terms apply to products purchased in clinic and online.

12. Product and pricing information

We strive to ensure that all product descriptions and images are accurate. However,
slight variations may occur.
We reserve the right to change prices at any time without prior notice.
All prices are inclusive of VAT.

13. Online order acceptance

• Orders are subject to acceptance and availability.
• We will not accept an order until it has been paid for in full.
• By using a credit/debit card to pay for your order, you confirm that the card belongs to you.
• All credit/debit card payments are subject to validation checks and authorisation by the card issuer.
• We reserve the right to refuse or cancel orders at our discretion.
• We are not liable for any charges applied by your card issuer or bank as a result of your purchase.
• Where product purchases require a consultation prior to purchase, the consultation must take place at one of our London clinics. The above terms and conditions related to clinic appointments apply.

14. Online order payments

• Payments are processed securely using WooPayments, which is PCI DSS compliant.
• By providing payment information, you confirm that you are authorised to use the payment method.

15. Online order delivery

• We will deliver your order in line with our delivery information.
• Where possible, we will despatch all items in your order on the same day and in a
  single parcel. Delivery will be made to the delivery address specified in your order.

Please see our delivery information for details of where we deliver and the options available.

16. Cancellations and returns

• Orders may be cancelled prior to despatch at no charge. To cancel your order, please call us on
  020 8202 6187. If your order has already been despatched you will be liable for the return postage costs.
• Skincare and other retail products are non-refundable once opened or used, unless the product is faulty or caused a negative skin reaction.
• If you believe a product is faulty, you must contact us within 14 days of delivery and return the item to us,
  within another 14 days, for assessment, following our returns policy.
• If you believe a product caused a negative skin reaction, you must contact us immediately or at least within 14 days of delivery. We may require a consultation (online or face to face) prior to any refund, and the item must be returned to us within another 14 days, following our 
  returns policy.
• If your purchase arrived damaged, please follow our returns policy.
• Unopened, sealed items may also be returned in line with our returns policy; exchanges or refunds will be at our discretion.
• Unless the product is faulty, caused a negative skin reaction or was damaged in transit, any refund will exclude any original delivery charge.

17. Liability

• Once delivered, your purchased products become your responsibility and, unless they are faulty, damaged in transit
  or incorrectly delivered, we will not accept any liability for their loss, damage or destruction after they have
  been delivered.
• It is your responsibility to use the products only in line with the enclosed instructions and/or written advice from our team.
• Our liability for any loss or damage due to faulty, damaged in transit or incorrectly delivered products, is limited to the purchase price of the product.