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Booking T&C’s

Introduction

Last updated: 3rd January 2025

Welcome to Story Clinic. By booking an appointment, you confirm that you have read, understood, and agreed to abide by the terms and conditions outlined in this document. These terms govern the relationship between you and Story Clinic and are legally binding.

1. Definitions

  • Client/Customer/You/Your/Patients: The individual booking and attending the appointment.
  • The Company/We/Us: Refers to Story Clinic, its employees, agents, and representatives.
  • Party/Parties: Refers collectively or individually to the Client and The Company.
  • These terms shall be interpreted in accordance with prevailing English Law.

2. Consultations and Appointments

Timeliness:

  • Clients must arrive 10 minutes prior to the appointment start time to complete all necessary paperwork and consultations. Late arrivals may result in reduced treatment time or forfeiture of the appointment.
  • Clients arriving more than 15 minutes late will forfeit the appointment and any deposits or fees paid.
  • Story Clinic will endeavour to ensure that your appointment runs to time; however, should we need to cancel or postpone your appointment at short notice, we will make every effort to contact you in advance.

Preparatory Requirements:

  • Clients will be informed of any preparation required before their appointment. Failure to adhere to these guidelines may result in cancellation, reduced treatment time, or additional charges.

Children:

  • Clients bringing children to the clinic must also bring an adult chaperone. Children must not be left unattended, and failure to comply will result in immediate cancellation without refund.

Practitioner Assignment:

  • The requested practitioner at the time of booking is subject to change. Clients may not hold Story Clinic liable for practitioner availability.

Suitability for Treatment:

  • As with any medical procedure, a full medical history and facial assessment is required before treatment. If our practitioners feel that on the day of treatment the client is not suitable or would not benefit from the treatment being delivered, the treatment will not go ahead. We strongly encourage all clients to consider all treatments prior to undergoing them and not rush into any decisions. Clients are encouraged to ask as many questions as they need both prior to, and on the treatment day.

3. Age Restrictions

  • Injectable treatments are restricted to clients aged 21 and above, while skin treatments require a minimum age of 18. Story Clinic reserves the right to refuse treatment to anyone below the stipulated age, even with parental or guardian consent.

4. Payment Terms

4.1 Payment Obligations:

  • A non-refundable deposit of up to 50% of the treatment cost is required to secure the appointment.
  • The remaining balance must be paid in full on or before the appointment date.
  • Failure to make the payment in full prior to the appointment will result in cancellation and forfeiture of any deposits or advance payments.

4.2 Accepted Payment Methods:

  • Payments can be made via credit card, debit card, or any other method approved by Story Clinic.
  • All payments are processed securely through Adyen, our third-party payment provider. Story Clinic does not store payment information.

4.3 Late or Failed Payments:

  • In the event of a failed payment, the appointment will be cancelled, and the outstanding balance must be settled within 7 days.
  • The Company reserves the right to charge interest at a rate of 4% above the Bank of England base rate on overdue amounts, calculated daily from the due date until payment is received.

5. Cancellations & No-Shows

5.1 Client Cancellations:

  • Clients must provide at least seven (7) days’ written notice to cancel or reschedule an appointment. This can be done via email or phone during normal working hours.
  • Cancellations made less than seven days before the appointment will incur a 100% charge of the appointment fee. Any prepaid deposits are non-refundable.

5.2 No-Shows:

  • Clients who fail to attend their appointment without notice will be charged the full appointment fee using the payment details provided at the time of booking.

5.3 Company Cancellations:

  • Story Clinic reserves the right to cancel or reschedule appointments due to unforeseen circumstances, practitioner availability, or force majeure events.
  • Where possible, the Company will notify clients at least 24 hours in advance. However, no liability shall arise for cancellations made without notice.

6. Limitation of Liability

6.1 General Limitation:

  • Story Clinic’s liability for claims arising from the provision of services is strictly limited to the total fees paid for the treatment.
  • The Company will not be liable for:
    • Indirect, consequential, or incidental damages.
    • Loss of earnings, business disruption, or other financial losses incurred by the client.

6.2 Force Majeure:

  • Story Clinic shall not be held liable for cancellations, delays, or failures caused by events beyond its reasonable control, including pandemics, natural disasters, or government restrictions.

6.3 Adverse Outcomes:

  • The Company is not responsible for adverse reactions or outcomes where risks were communicated before treatment.

7. Client Consultation Forms

  • All clients must complete a consultation form before treatment. Failure to complete the form or disclose relevant medical history will result in cancellation without refund.
  • Clients are responsible for updating Story Clinic on any changes in health or circumstances.

8. Medical Disclaimer

  • The use of and indications for the products that patients will be treated with will be explained by the practitioner and patients will have the opportunity to have all questions answered to their satisfaction prior to treatment. It is the patient’s responsibility to seek further clarification from their practitioner if questions about the procedure remain, this must be done prior to treatment.
  • Clients will be specifically informed of the following common injection-related reactions: redness, swelling, pain, itching, bruising and tenderness at the treatment site. These reactions are generally described as mild to moderate and typically resolve spontaneously a few days after treatment. These reactions are normal and are to be expected. Again, clients must clarify any doubts with their practitioner prior to treatment.
  • For muscle relaxation injections with Botulinum toxin Type A: Patients will be advised by their practitioner of the expected outcomes and risks associated with this treatment based on the current product Summary of Product Characteristics (SmPC). In particular, practitioner and patient have discussed realistic outcomes regarding the onset of action and the duration of effect, together with the potential side effects including those relating to the site of injection and the generalised common and uncommon side effects including headaches, muscle activity disorders (raised eyebrows), feeling of heaviness in the upper part of the face, eyelid oedema, eyelid ptosis, eye pain, blurred vision, fainting, tinnitus, nausea, dizziness, muscle twitching, muscle cramps, localised muscle weakness in the face (drooping eyebrow), dry mouth, flu symptoms, influenza, bronchitis, throat infection, and in rare cases, excessive muscle weakness and difficulties in swallowing.
  • Depending on the product used, area treated, skin type and the injection technique, the effect of anti-wrinkle treatment typically lasts between 2 and 4 months. In some cases the duration may be shorter or longer. Story Clinic accepts no responsibility for the effects of treatment lasting longer or shorter than the expected timeframes, and any follow-up treatments will be regarded as a new treatment requiring payment.
  • Other types of reaction are rare, but approximately one in every 10,000 patients treated with a dermal filler has experienced localised allergic reactions after one or more injection treatments. These have usually consisted of swelling and firmness at the treatment site, sometimes affecting the surrounding tissues. Redness, tenderness and rarely acne-like formations have also been reported. These reactions have either started a few days after injection or after a delay of several weeks. They have been described as mild to moderate and self-limiting, with an average duration of two weeks. In rare instances such reactions or lump formations like granulomas have persisted for a number of months. Our practitioners will ensure that clients have been made aware of this before treatment begins, and it is the clients’ responsibility to raise any concerns with their practitioner before treatment commences.
  • Story Clinic will not be held liable for any side effects caused as a result of safe and proper treatment if prior explanation about the associated risks has been given.
  • On very rare occasions (less than one in 15,000) prolonged firmness, abscess formation or greyish discolouration at the implant site has occurred. These reactions can develop weeks to months following the injections and may persist for several months but normally resolve with time. Even more rarely, the formation of a scab and sloughing (shedding) of tissue at the treatment site has been noted, which could result in a shallow scar.
  • A report published in 2012 discussed 32 reported incidents of blindness following dermal filler treatment in areas including the glabellar frown lines, under eye area, and temple. In a separate study published in 2013, of the 6 visual disturbance cases reported, 3 were following glabellar frown line treatment with dermal fillers. Should any of these side effects occur after treatment, Story Clinic cannot be held responsible.
  • Depending on the product used, area treated, skin type and the injection technique, the effect of dermal filler treatment can last 4–12 months. In some cases the duration may be shorter or longer. Follow-up treatment will help to maintain the desired correction. All follow-up treatments are treated as a new, separate procedure and will therefore incur further costs in line with those on the Story Clinic website.
  • In the event of an adverse reaction clients will be advised by their practitioner to seek further help/consultation immediately. Story Clinic will not be held liable for adverse reactions to treatments.

9. Aftercare

  • Aftercare instructions are provided post-treatment. Failure to follow these instructions may impact treatment results, for which Story Clinic cannot be held liable.

10. Transaction Data

  • Payments are processed through Adyen. Story Clinic does not store payment data. Adyen’s data retention and privacy policies apply, which can be found here: www.adyen.com/privacy-policy