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

 

COVID-19 Policy

We will be shut during any level 4 local restrictions. When attending the practice during the COVID-19 pandemic otherwise, please observe the following:

Please do not attend the practice if you have symptoms or signs of COVID-19 infection. Please follow Government guidance on testing and self-isolation.

Please do not attend the practice if you have had symptoms or signs of COVID-19 infection in the preceding 2 weeks or have been in contact with a person with such symptoms in this period - you would need to get a COVID-19 test and isolate as per Government guidelines. Likewise please follow Test & Trace instructions if you were given them.

Please attend alone, companions are strictly not permitted. This is to minimise infection risk and allow a ‘one in, one out’ policy at the practice. If you require a chaperone, you will need to notify us ahead of time and we will arrange one.

Please wait at the door and knock, you will be invited in. There are masks and hand gel to use at reception. Masks must strictly be worn until the time of the procedure, removed only if necessary. You practitioner will be in PPE (apron, gloves, mask, eye protection as appropriate on risk assessment).

If you are using a Test & Trace app, you may switch off your bluetooth and disable the service, as you are in a clinical environment with professionals trained in donning & doffing PPE correctly. This is as per Government guidance.

For more information on COVID-19 and local restriction levels, the Government guidance can be found here.

Appointments

Consultation appointments are allocated up to 1 hour and require a booking deposit of £75. 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 £75 deposit will be deducted from the final treatment charge. Else, £75 is retained as the fee for the consultation. You are not coerced to proceed to treatment and you are entitled to a ‘cooling off’ period to contemplate matters further.

Treatment appointments require a £100 booking deposit. The deposit will be retained in case of 1) Non-attendance 2) Cancellation or rescheduling less than 48hrs from appointment time. Your £100 deposit will be deducted from the final cost of your procedure. If not proceeding with treatment, £75 is held to cover your consultation and the occupied time slot, with £25 refunded to you. 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. 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) although we have a strong preference for card payments to improve the safety of our clinic and discourage any break-ins. We do not accept cheque. We do not offer a finance plan. Treatment payments are made at the clinic.

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 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.

Please note all cancellation refunds incur a 2.9% handling fee as we get charged by our pay handlers (PayPal and Stripe) for each transaction.

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.

Complaints

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.

Our clinic is regulated by Healthcare Improvement Scotland (HIS). You have the right to lodge a formal complaint to HIS should you have any concerns:

Healthcare Improvement Scotland
Glasgow Office: Delta House, 50 West Nile Street, Glasgow, G1 2NP
Edinburgh Office: Gyle Square, 1 South Gyle Crescent, Edinburgh, EH12 9EB
Telephone number: 0141 225 6999

You can read our full Complaints Policy here.

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

There are CCTV security cameras overlooking the main entrance and the fire exit at the bottom of the staircase. We ask that all clients and visitors respect the clinic environment.We 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

You have the right to a chaperone present during your consultation and/or treatment. If you require one, 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 demand a chaperone to be present in certain situations. Please feel free to contact us at services@hourglassaesthetics.com if you have any queries or concerns about our chaperone policy.

You can read our full Chaperone Policy here.