Terms & Conditions

Please read our Terms & Conditions in full and make sure you have understood them prior to booking any consultations or treatments. If you have any queries, please email us on services@hourglassaesthetics.com

 

Appointments

Consultation appointments are allocated up to 1 hour and require a booking deposit of £50. The deposit will be retained in case of 1) Non-attendance 2) Cancellation or rescheduling less than 48hrs from appointment time. Please try to arrive on time so that your appointment and others’ are not compromised, communicating with us promptly if you cannot make your appointment. Please be expected to be asked about your medical history and have your medication and allergy details at hand. If you decide to proceed with treatment during the same sitting (if the allocated time allows), your £50 deposit will be deducted from the final treatment charge. Else, the £50 is retained as standard per consultation.

Treatment appointments require a £75 booking deposit. The deposit will be retained in case of 1) Non-attendance 2) Cancellation or rescheduling less than 48hrs from appointment time. Your £75 deposit will be deducted from the final cost of your procedure. If not proceeding with treatment, the £75 deposit is held to cover your consultation and the occupied time slot. Treatment appointments are of variable duration depending on the procedure (usually 1-2 hrs). Please arrive on time as some treatments require a short wait for anaesthetic to begin working. You should expect to be asked about your medical history and have your medication and allergy details at hand. We recommend that you avoid make-up or heavy facial cosmetic products as we would need to clean the area and disinfect it before any injectable treatment.

Appointment bookings are made via this website’s ‘Appointments’ page. The link is also provided on our Facebook page using the ‘Book Now’ button. Upon booking you will receive an email confirmation. The booking system will also send you an SMS reminder the day prior to your appointment, if you provide a mobile number. If you have any difficulties with the booking system and need technical support, you can email us on services@hourglassaesthetics.com.

Payments can be made with cash or Card (Credit/Debit). We do not accept cheque. We do not offer a finance plan. Treatment payments are made in store, directly to the Dental Practice where the treatment is held.


Cancellations

Any cancellation or rescheduling must be made no later than 48 hours from the appointment time, for either consultation or treatment appointments, otherwise the deposit is not refunded. We will issue a full refund of the booking deposit in case of cancellations sooner than 48 hours from the appointment time. Cancellation and rescheduling can easily be made through our online booking system, your booking email confirmation will contain links to allow you this. In cases of repeated ‘no show’ without explanation, we reserve the right to refuse further appointment booking. If you have any difficulties with cancelling or rescheduling and need technical support, you can email us on services@hourglassaesthetics.com.


Treatment refusal

We reserve the right to refuse treatment on professional and/or ethical grounds. Your practitioner is a professional Medical Clinician with a licence to practice issued and is regulated by the General Medical Council (GMC). We will not recommend treatment if it is deemed inappropriate, not expected to yield satisfying results or may risk more harm than benefit. We do not offer treatment to those under 18 years of age.


You have the right to make a complaint about your aesthetic experience or procedure and we will do our best to resolve it as fully and as rapidly as possible. Complaints in the first instance can be made directly by emailing us at services@hourglassaesthetics.com. Your Aesthetics Practitioner and the Hourglass Aesthetics Ltd Director will work hard to arrive at a satisfying resolution. The Practice Manager of the clinic where the procedure took place will be notified. Please allow up to 7 working days for a full response and plan of action. We will always handle your complaint fairly, courteously and confidentially.

We operate from NHS-inspected dental clinics with clearly-defined, formal complaints processes. Any complaints regarding the premises in particular, should be made to the Practice Manager by contacting the respective practice. Please ask for the practice complaints protocol by contacting:

Kingswells Dental Practice: 01224 749361
Peterculter Dental Practice: 01224 730111
Dyce Dental Practice: 01224 722662
Smile Dental Clinic: 01334 209972

Complaints


E-store

Voucher products sold on the E-store are non-refundable and for single use. Vouchers are valid for 3 months and will not be accepted following this. Discount vouchers cannot be used on treatments already under a promotion. Postage is free of charge.

Skincare products sold are non-refundable, unless returned within 2 weeks in unopened, original packaging (i.e. foils and plastic seals not broken) with no signs of incurred damage. We thoroughly inspect and carefully package all our products before shipping. Refunds are processed within 3-5 working days.

Payments can be made with PayPal or Card (Debit/Credit). You do not need a PayPal account to pay with PayPal.


Clinic
environment

It is worth noting that we work independently on Sundays, in Dental Clinics. No dental treatments take place at the weekends and there is no reception staff. We therefore take no responsibility for any items left behind or lost at the practice. We cannot watch or take responsibility for any accompanying children in the waiting area, so we advise that another adult is present to accompany any children under 12 years of age. Children are strictly not permitted in the treatment rooms.


Chaperone Policy

We work independently on Sundays at our Dental Practice sites, often with no other staff or Practitioners on site. However, as per best practice guidelines, you have the right to a chaperone present during your consultation and/or treatment. If you require one, we strongly encourage that you attend with an adult friend or family member that can fulfill that role. If this is not possible, we can arrange for a trained member of staff to chaperone, if you notify us early - ideally before or at the time of booking. We also have the right to a chaperone present in certain situations, in which case we would arrange one. Please feel free to contact us at services@hourglassaesthetics.com if you have any queries or concerns about our chaperone policy.