Please find the terms on which Nine Elms Clinic Ltd (9elmsPhysio – 9elmsClinic – 9elmsMedical & 9elmsMediFiller) has set below which provides service to its clients. Please ensure that you have read and fully understood them prior to booking any treatment or consultation.
Appointments & Cancellations
- If you need to reschedule or cancel your appointment, please inform us 48 hours notice prior to your appointment.
- Failure to give us 48 hours’ notice will result in the loss of your appointment from your prepaid course of treatment and a £50 cancellation fee.
- Nine Elms Clinic sends out a reminder of appointment via SMS and email at least 48 hours prior and to your appointment, however this is NOT to be confused as a reminder of your 48 hour notice of cancellation. If appointment is booked less than 48 hours prior appointment you shall receive an email confirmation with our 48 hour cancellation policy if you do need to change appointment you will have to inform us the day before , if informed on the day of appointment a cancelation fee of £50 will be charge or a session of your course will be removed.
- All the technicians here at Nine Elms Clinic are trained and certified in accordance with the company’s treatment protocol and therefore we do not guarantee continued treatment with a specific named technician.
- Please arrive at least 15 minutes prior to your appointment in advance so that the necessary paperwork can be completed. Late arrival may result in reduced treatment time or forfeiting of the appointment.
- Nine Elms Clinic will aim to keep your appointment run according to arranged time where possible; however, should we need to cancel your appointment at short notice, we will make every effort to contact you in advance.
- Prior to your appointment we will inform you of any preparation required such as shaving, make up removal, avoidance of sun exposure etc.
- Please be aware that if you arrive to your appointment & it is deemed to be unsafe to continue with your treatment by our technicians due to tanning and sun exposure, your appointment may be postponed to a later time.
- Please be advised makeup, deodorant, perfume and oil based products must be removed before treatment. Practitioners will cleanse the area however we cannot be held responsible for all of the above products that may lay dormant in the skin pores and can cause an adverse reaction.
- To secure an appointment with Nine Elms Clinic a £50.00 deposit is required, for any treatment, except Free Patch Test.
- The deposit will be charged to your credit or debit card at the time of the booking in order to secure the appointment , however the deposit is redeemable on the treatment of your choice or products.
Lateness Policy
- If arrival is delayed it is not always possible for us to accommodate your full appointment, which means your appointment time may have to be shortened or cancelled. We will always try to accommodate last minute changes if we can however this is only if the appointment is available for a later time. Please be aware that with certain skin treatments we may require you to arrive 30 minutes prior to your appointment for the application of numbing cream. Please be advised any lateness may mean the treatment is cancelled if staff members do not feel they can perform treatment without numbing cream having been applied.
Refund Policy
- At Nine Elms Clinic we do not offer refunds on treatments. If you change your mind about a treatment you have purchased within 14 days, and none of your sessions have been redeemed yet, we are happy to offer an exchange for another service.
- if you have been advised not to continue with your course due to medical reasons, please obtain a medical report from your doctor. Sessions that have not been redeemed will be credited to your account proportionally; however, sessions that have already been redeemed will not be credited.
- Please note that it may take up to 7 business days from the date of request for the refund to reflect in your account. Could you kindly provide your bank details (including account name) by email at your earliest convenience so we can proceed with the refund.
Liability Policy
- At Nine Elms Clinic we do not offer refunds on treatments. If you change your mind about a treatment you have purchased within 14 days, and none of your sessions have been redeemed yet, we are happy to offer an exchange for another service.
- if you have been advised not to continue with your course due to medical reasons, please obtain a medical report from your doctor. Sessions that have not been redeemed will be credited to your account proportionally; however, sessions that have already been redeemed will not be credited.
- Please note that it may take up to 7 business days from the date of request for the refund to reflect in your account. Could you kindly provide your bank details (including account name) by email at your earliest convenience so we can proceed with the refund.
Complaint Policy
- We always try to give the best service possible, but there may be times when you feel that this has not happened. you are entitled to submit a complaint, either verbally, by telephone or in writing to our complaints department on nineelmsclinic@gmail.com.
- The member of staff who initially receives the complaint will convey the details to the complaints department and you will receive an acknowledgment within two working days of lodging the complaint that an investigation into the matter is under way.
- During the course of the investigation, we may contact you for further information via email or telephone and require you to attend an additional consultation meeting with the practitioner involved in your treatment if needed. If you are not satisfied with this initial attempt at resolution, or have any objection to being seen by this practitioner, the complaints department will review your case.
- This is a summary of the complaints procedure. A full version is available upon request.
Payment Policy
- We always try to give the best service possible, but there may be times when you feel that this has not happened. you are entitled to submit a complaint, either verbally, by telephone or in writing to our complaints department on nineelmsclinic@gmail.com.
- The member of staff who initially receives the complaint will convey the details to the complaints department and you will receive an acknowledgment within two working days of lodging the complaint that an investigation into the matter is under way.
- During the course of the investigation, we may contact you for further information via email or telephone and require you to attend an additional consultation meeting with the practitioner involved in your treatment if needed. If you are not satisfied with this initial attempt at resolution, or have any objection to being seen by this practitioner, the complaints department will review your case.
- This is a summary of the complaints procedure. A full version is available upon request.
Child Care Policy
- We always try to give the best service possible, but there may be times when you feel that this has not happened. you are entitled to submit a complaint, either verbally, by telephone or in writing to our complaints department on nineelmsclinic@gmail.com.
- The member of staff who initially receives the complaint will convey the details to the complaints department and you will receive an acknowledgment within two working days of lodging the complaint that an investigation into the matter is under way.
- During the course of the investigation, we may contact you for further information via email or telephone and require you to attend an additional consultation meeting with the practitioner involved in your treatment if needed. If you are not satisfied with this initial attempt at resolution, or have any objection to being seen by this practitioner, the complaints department will review your case.
- This is a summary of the complaints procedure. A full version is available upon request.
Discount Policy
- Nine Elms Clinic offer 20% discount only applicable to the first single treatment.
- Can not be used against doctor consultations or treatments.
- Not to be used in Conjunction with any other offer or Promotion.
- By purchasing any promotion or treatment pack, you agree to the following:
- If you choose to cancel your treatment plan or any remaining sessions from the purchased pack, you will be charged the full price for each individual treatment already received.
- The remaining balance of your purchase will be refunded, minus the cost of any treatments already used, based on the regular single-session rate.
- Cancellations must be communicated in writing or through the designated cancellation process, and any refunds will be processed in accordance with these terms.
Changes to our Terms & Conditions
- Nine Elms Clinic reserves the right to make changes to these terms and conditions, without any prior notice, and such changes will always be published on the website. Therefore, the user must consult such information as regularly as possible.