FREQUENTLY ASKED QUESTIONS AND TERMS AND CONDITIONS

How does the deposit scheme work?

We take deposits as we are a remarkably busy clinic and certain treatments operate on a small number of appointment slots, meaning it is important that clients stick to their appointment or give us ample time to offer it to the next paying customer.

We take a £20.00 deposit for all our appointments including free consultations. The deposit I is required to hold your desired appointment slot.

With regards to “free consultations” it means the £20.00 ensures the client attends the appointment. If you change your mind about treatments, want time to reflect or are not a medical candidate for treatment the deposit it simply refunded to you.

If however, you proceed with a treatment you can use this £20.00 towards the cost of the treatment on the day, or roll it over to book any future appointments.

There are certain ways that you can lose your deposit.

• We require 48hours notice to cancel or move an appointment. If you fail to give us 48hours notice, we have the right to redeem your £20.00 deposit. It doesn’t give us enough time to advertise the cancellation slot.
• If you fail to show for your appointment, the £20.00 fee will be redeemed, and you would be required to pay another £20.00 deposit to secure any future appointments.
• If you show up too late for an appointment, resulting in you not being able to have your planned treatment, the £20.00 deposit will be redeemed, and you would be required to pay another £20.00 deposit to secure any future appointments.
• We also hold the right to charge you 50% of the cost of treatment if you fail to show or show too late. This is at the discretion of the management.

We understand there maybe issues that life throws in our way, especially with Covid-19, but we expect a certain level of courtesy towards us as we offer you a service with a high level of professionalism and would hope that you would always aim to keep your arranged appointments.

If you are so late that you cannot have the treatment on the day, but have already paid in full, it is not the responsibility of MCS Aesthetics to ‘squeeze you in’. If the staff can accommodate you somewhere else in the diary they will attempt to do so. However, if you can’t find another date to suit you both unfortunately, you would need to forfeit this treatment. You had a slot and missed it. MCS Aesthetics did try to accommodate you initially.

We have the right to refuse you service or future treatments. Details regarding failed attendance, late or no-show status would be documented on your file for staff to see.

You will be issued with an appointment card if you are booking face to face in the clinic. Alternatively, if you book online you will be issued with an email version. You will also be sent a reminder 2 days prior to your appointment. Therefore, it is the client’s responsibility to ensure they attend their arranged appointment. MCS Aesthetics will not issue further reminders.

If you need to move your appointment any time during the period before your appointment, our team will be happy to help. It may mean future appointments may need to be moved too to accommodate enough time between services. Please keep this in mind when rearranging.

Please arrive to your appointment approximately ten minutes before your allocated time. We also ask, that where possible, you completed you forms sent to you via email, prior to your arrival. This is to ensure streamline of service and to avoid you being in the clinic waiting room when we are minimising patients grouping together due to covid-19.

In situations where a service may occupy a large amount of white space in the diary, a 50% deposit maybe required from the client. This would be at the discretion of the staff.

What if I have paid for a course of treatments but change my mind?

If you have embarked on a course of treatments, but change your mind halfway through your treatment plan, you have the right to do so. It would be unethical to force someone to have treatments they do not want or cannot afford. However, you would then be charged for the previous treatment in full and this may mean there is an outstanding fee to be applied to your case.

We have the right to demand this money as you have already had a treatment at a reduced cost as you intended to complete a course. You would be required to pay the outstanding fees, or MCS Aesthetics would have the right to contact their legal team and extract the cost from you this way. This would incur additional legal fess for the client.

Alternatively, if the client has paid for a course of three treatments and decided to no longer embark on them, MCS Aesthetics would refund the remaining amount but would deduct the cost of the initial treatments at full cost pice.

Please see examples below

Mrs A has embarked on a course of micro needling, three sessions for a reduced price of £320.00, making the treatments £106.66 each instead of £125.00. Mrs A paid in full on the first session but decides she does not want to have treatment 2 and 3.

Refund is calculated as so

£320.00- £125.00 = £195.00 to be refunded. Mrs A has not taken advantage of the reduced fee as she exited the treatment plan early.

Another example being

Mr B wants laser hair removal. 3 area x 6 sessions totally. £529.20. (the discount of 40% has been applied here)

He decided he no longer wants the final two sessions. Therefore, he would need to pay the outstanding because the discount would be removed from all the previous sessions leaving him with a bill.

Session one – 3 areas. £147,00

Session two- 3areas £147.00

Session three- 3 areas £147.00

Session four- 3 areas. £147.00

Due amount- £588.00

Client owes- £58.80 and loses last two sessions.

Please discuss with staff if you have any questions.

Prescription only medication

New clients- If you are a new client, a £20.00 deposit is required to secure your initial consultation. On the day you will be seen by one of the medical team and you will have a 45min consultation. During the consultation, the medic and yourself will discus all the key points around the prescription only medication. This will include discussing what you wish to achieve, red flags, risks, and costs. The medic will also discuss in depth, your medical history to ensure you are a candidate for treatment.

If you are not a medical candidate, your deposit will be returned in full.

If you are a candidate and wish to proceed with treatment the £20.00 deposit would need to be increased to a £50.00 (pay £30.00 supplement), in order for your prescription to be processed. The prescription is in your name and can not be used on anyone else. Should you change your mind after the prescription has been sent to pharmacy, you will lose the £50.00 deposit as the drug cannot be given to anyone else.

If you need a period of reflection, you are more than welcome to take the desired amount of time you require to reflect on the information given. A prescription will not be generated until you confirm.

Treatment for new clients can not be performed on the same day as the initial consultation as prescriptions need to be generated at a pharmacy. We do not stock any prescription medications on site.

If you are an existing client- a repeat prescription can be generated for you, on the basis that nothing in your medical forms has changed. A deposit of £50.00 would be required to send off for your prescription, but it means on the day you arrive in the clinic, we will be able to recheck your medical forms, ensure there are no changes, recap red flags and treat you.

Why do I need to complete medical forms and consent forms?

Completing your medical forms fully and correctly is extremely important. By withholding information, you could compromise yourself, your results, or your recovery phase. It could also compromise our medical insurance! We expect honesty in your forms.

There is a reason we ask the questions that we do! These are risky procedures, and this is a way of minimising the risk.

Consent forms are there as a safety net. All the information you require will be given to you during your consultation. Risks, downtime, and expected results. You will have ample time to ask questions. The consent forms are another way for you to receive the same information.

As the client, it is also your responsibility to educate yourself slightly on the treatments you wish to embark. The nurse can give you a lot of relevant information, but you are still taking a certain amount of responsibility by undergoing the treatment. Consent comes in many forms. It is not just a case of signing a letter and that being it. It maybe that you have booked the appointment, contacted the clinic yourself, or lay down on the bed. These are all forms on nonverbal consent or implied consent.

All we ask is that you are honest, fill in your forms, alert us of anything you think maybe of use and understand the risk and onerous is on both the medic and clients.

Is it a given, that I will be able to have treatment of my choice on the day?

It is never assumed that a treatment can be had on the day, as there are hundreds of reasons which may prevent your treatment, (whether it be down to eg overfilled lips, medication issues, certain allergies, anatomical quirks, on-going medical conditions, and many more). All of these prevent treatment on the day, and we cannot cover all possibilities prior to this on an exhaustive list- as after all, it takes a qualified, trained aesthetics nurse face-to-face… to fully assess a treatment plan for you, what your options are. It must be deemed, safe and appropriate to deliver a service. Treatments maybe delayed if it is unsafe to do so. Other ways treatments maybe delayed include, sending of for prescriptions, waiting for delivery of prescriptions or embarking on a skin care regime inline with skin prep.

If we feel you are rushing into treatments, not understanding the consultation or have body dysmorphic tendencies we have a duty of care not to treat you either. We have the right to refuse you treatment. We also have the right to refer you to appropriate medics to take over future care such as your own GP. We have a duty of care.

What if I suffer from cold sores?

We advise asking your GP for acyclovir, to help prevent a breakout prior to treatment. We give you them to take after treatment too, to help prevent a trigger if it is known to us that you carry the herpes virus. We cannot guarantee against break outs, as every time the skin barrier is breached a patient carrying the herpes virus, it remains a possibility. However, we do find prescription antivirals are remarkably effective.

How will COVID-19 impact on the clinic?

If we should go into a national lockdown, all clients will be contacted to place your appointment on hold. Once the lockdown is lifted and the tier system allows, all clients will be booked back into the system and given priority over new clients. Your deposit will remain on your account.

If you are unwell, display any of the symptoms, have contact with someone who is confirmed to have COVID19 or are contacted by track and trace, we request that you contact us prior to arriving at the clinic. Your appointment will be rescheduled. If this is within 48hours of your appointment, your deposit will not be affected, but proof maybe required. PLEASE DO NOT ATTEND THE CLINIC, YOU WILL BE TURNED AWAY AND IT COULD FORCE THE CLINIC TO CLOSE.

If staff are unwell, we will contact you if you if you have been in contact with them during their contagious period. If you are a client who was booked in, we will attempt to book you in with another staff member, if it is safe to do so. You can decline this appointment change and it won’t affect your deposit. Moving to another staff member may mean an alternative date or time maybe offered.

You will be required to complete a track and trace document in line with government guidelines when arriving at the clinic.

Measures have been taken to protect both staff and clients alike. This will include wearing masks, face shields, gloves, and aprons during treatments. Hand gels will be positioned throughout the clinic for you to use. Please wear a mask (if applicable) to your appointment. It will be removed for treatment and the staff member will continue to wear his/her PPE. After each client, a 15-minute window has been allocated to decontaminate the clinic room and all surfaces touched. A deep clean will take place once to twice a week. We will also minimise the number of clients in the clinic at any one time and ask you arrive ten mins before your appointment.

What if I need a translator?

If you do require a translator, we suggest you alert us prior to your appointment to give us adequate time to organise it. If you would prefer a trusted family member or friend to translate for you, you may organise this. However, we cannot guarantee they will translate correctly and this maybe a risk to yourself if you are not given the full information or omit information as you still do not fully understand what is required from you. If we feel you do not fully understand the treatment, in particular the risks, we will terminate the consultation and stop all treatment until an impartial translator can be arranged.

What do I do if I require a Chaperone?

If you should require a chaperone this can be arranged. Please give us time to arrange getting another staff member into the clinic or allow the second staff member time to be free during their day.

How do I give the clinic feedback or complain?

Here at MCS Aesthetics we welcome feedback both positive and negative. We strive to deliver excellent evidence-based care and if we feel there is any flaws in our care, we want to correct them as soon as possible to continue to offer the best service around.

If you feel your concern is more than just a case of providing feedback, please speak to a member of staff directly or alternatively request a copy of our complaints procedure.

Remember just ask!

We do all we can to warn your fairly, and allow you to make an informed choice in line with good medical practice guidelines. We can obviously only do so much in a pack like this, as non-medics cannot advise you. If there is something you’re not sure about, we have a fantastic team, who will answer you – and if they can’t, will refer to a manager or nurse. On occasion, and if necessary – our nurses will contact you themselves to ensure you have the best experience possible.

By booking in with us, it is considered that you agree with and understand all of the above.