Reshape Clinic:
These Terms and Conditions govern the provision of services by Reshape Clinic Ltd (“we”, “us” or “our”) to you, the client (“you” or “your”). Please read these Terms carefully before booking any treatment or consultation (the “Services”). These Terms explain who we are, how we provide Services, how you may change or end your contract, and what to do if you have a complaint.
We may revise these Terms from time to time at our sole discretion. The version in place at the time you make your booking will govern your contract with us.
Who We Are
Reshape Clinic Ltd is a company registered in England and Wales (Company Number 15032004).
Clinic Address: 77 New Cavendish Street, London W1W 6XB
Telephone: 07909 843543
Email: bookings@reshape.clinic
Introduction
These Terms & Conditions outline the basis upon which treatments and services are provided at Reshape Clinic. They are intended to ensure clarity, fairness, and the highest standard of clinical care, while protecting both our clients and our practitioners. By booking an appointment with Reshape Clinic, you confirm that you have read, understood, and agreed to be bound by these Terms.
Appointments & Deposits
- All appointments must be scheduled in advance.
- Clients are required to arrive at least 10 minutes before their scheduled appointment time so that necessary paperwork can be completed.
- Clients arriving more than 10 minutes late may have their appointment shortened or, where necessary, cancelled in accordance with this policy.
- A deposit of 50% of the total treatment cost is required to secure all appointments, unless otherwise agreed in writing.
- This deposit is redeemable against the total cost of your treatment on the day of your appointment.
- Deposits are non-refundable, except where the clinic is unable to fulfil your appointment and no suitable alternative can be offered, or where a clinician determines at consultation that you are not medically suitable for treatment.
- Failure to attend your appointment, or cancellation outside of the required notice period, will result in the forfeiture of your deposit.
- All our therapists are trained and approved in accordance with our treatment protocols.
- We will always endeavour to fulfil any requests to be seen by a particular therapist, however there may be occasions where this is not possible. On these occasions, you will be seen by a suitably qualified member of the team.
- When booking a Service, we require you to provide debit or credit details at the time of booking.
- You will be made aware of the total cost of your appointment at the time of booking including a breakdown of the fees payable
Cancellations and Rescheduling
- We respectfully require a minimum of 48 hours’ notice should you need to cancel or reschedule your appointment.
- Where less than 48 hours’ notice is provided, or in the event of a missed appointment, the clinic reserves the right to charge up to the full cost of the scheduled treatment.
- Repeated late cancellations or non-attendance may result in future bookings being declined or full prepayment being required.
- To cancel or reschedule, please use your original appointment email, email bookings@reshape.clinic, or contact us by WhatsApp/telephone at 07909 843543.
Payments
- The remaining balance for your treatment is due on the day of your appointment unless paid in advance.
- For certain treatments or bespoke packages, full payment is required prior to attendance.
- All prices are confirmed at the time of booking.
- The clinic reserves the right to amend pricing for future appointments without prior notice.
- Promotional offers are valid only as stated and cannot be used in conjunction with any other offer unless explicitly specified.
Courses & Treatment Packages
- All treatment courses and packages must be paid for in full prior to commencement unless a formal arrangement has been agreed.
- Once purchased, courses and packages are non-refundable.
- A minimum of 48 hours’ notice is required to reschedule appointments within a course.
- Missed sessions without sufficient notice may be deducted from the remaining balance.
- All treatments must be used within the validity period advised at the time of purchase, after which they will expire.
- Courses and packages are non-transferable, except at the sole discretion of clinic management.
Clinical Photography
As part of your treatment journey, clinical photographs will be taken of the relevant areas before and after each treatment. These images form an essential part of your treatment record and are used to assess progress, ensure treatment accuracy, and maintain clinical standards.
Clinical photography is a mandatory requirement to ensure safety. We are unable to proceed with any treatment without appropriate before and after photographs being taken. By proceeding, you consent to clinical photography.
Reshape Rewards Loyalty Programme
Reshape Rewards is our exclusive in-clinic loyalty programme. Clients accumulate rewards on qualifying purchases, including treatments and products.
Rewards are valid for a period of 12 months from the date of issue. They hold no cash value, are non-refundable, and cannot be exchanged for cash.
This programme is strictly exclusive to Reshape Clinic (77 New Cavendish Street, London, W1W 6XB).
The clinic reserves the right to amend the programme structure or earn rate with appropriate notice.
Refunds
As treatments are bespoke and results vary, refunds are not typically offered for treatments that have been carried out. Dissatisfaction with results does not constitute grounds for a refund.
In exceptional circumstances, such as where a medical issue arises, a refund may be considered at the discretion of clinic management and may require supporting medical evidence.
Medical Considerations
Clients are responsible for providing accurate and complete medical information prior to treatment. It is essential that you inform the clinic of any changes to your health, medications, or medical conditions. We reserve the right to cancel your treatment should we consider it unsafe due to medical reasons. If medical information has not been provided before the time of the appointment and we must cancel on safety grounds, the treatment cost will not be refunded, as it is the client's responsibility to disclose any health issues that could impact the safety of the procedure.
If you are unwell or unable to attend due to medical reasons, please notify the clinic as soon as possible.
Clinic Cancellations
In the unlikely event that the clinic is required to cancel your appointment due to unforeseen circumstances, you will be offered an alternative appointment or a full refund of any payment made. Reshape Clinic shall not be held liable for any indirect or consequential losses arising from such cancellations.
General Clinic Policies
- Clients must be 18 or over to receive treatment.
- Clients must follow all pre-treatment and post-treatment instructions provided by the clinic.
- The clinic reserves the right to refuse service to anyone for any reason.
- Children may not remain unaccompanied in reception and are not allowed in treatment rooms at any time.
- Pets are not permitted in the clinic for hygiene reasons.
- The clinic is not responsible for any lost or stolen personal items.
Liability
If we fail to comply with these Terms and Conditions, we are responsible for all loss or damage that you suffer that is a foreseeable result of our breaking this contract. We do not exclude or limit in any way our liability to you where it would be unlawful to do so, including liability for death or personal injury caused by our negligence.
Promotional Offers & Gift Vouchers
- Offers: Limited to one offer per person and cannot be used in conjunction with any other offer or product purchases.
- Gift Vouchers: Non-refundable, cannot be exchanged for cash, and limited to one voucher per person.
Your Right to Complain
We take all complaints seriously and strive to address them promptly.
How to Make a Complaint
You can complain by:
- Speaking to the team member directly involved or the Clinic Manager.
- Emailing admin@reshape.clinic
- Writing to: Clinic Manager, Complaints, Reshape Clinic, 77 New Cavendish St, London W1W 6XB.
Resolution Process
- Acknowledgement: We will acknowledge receipt of your complaint within 5 working days.
- Investigation: Your complaint will be fully investigated by the Clinic Manager or a designated Complaints Officer. This may involve reviewing records, speaking to staff, and potentially contacting you for further information.
- If your complaint is clinical e.g. because it relates to your treatment or consultation, your complaint will be discussed with the relevant practitioner and you may be required to attend an additional consultation (without charge) with that practitioner or an alternative member of our clinical team, including the Head of Medical Services. The objective of this is to provide an explanation or a solution to your concerns, or where this is not possible, an explanation as to the cause of the delay.
- Response: Once the investigation is complete, you will receive a detailed written response from the Clinic Manager or Complaints Officer within 30 working days of receipt. This will outline the findings and any resolutions or actions taken.
- Appeals: If you are not satisfied with the response, you can appeal the decision in writing within 10 working days. Your appeal will be escalated to the Clinic Owner or Board of Directors for a final decision.
Privacy
We may collect personal and health data to perform Services. This will be used strictly in relation to your appointment and handled in accordance with our Patient Privacy Policy available on our website.
Governing Law
These Terms & Conditions are governed by English law. Any disputes shall be subject to the jurisdiction of the English courts, or, where applicable, the courts of Scotland or Northern Ireland.
Acceptance
By booking an appointment with Reshape Clinic, you confirm that you have read, understood, and agreed to these Terms & Conditions in full.
Client Feedback
Any form of client feedback from our patients is welcomed. Receiving client feedback is how we can improve our service to our clients. Client feedback also allows us to acknowledge members of our team that have achieved excellence in client care.
If you would like to share your experience, you are welcome to leave a review via Fresha or Google Reviews, or send your feedback directly to the Clinic Manager at admin@reshape.clinic.