Products
Our refund policy
- The Clinic will refund or swap any unopened products returned to us in a saleable condition and returned within 30 days from purchase.
- Unfortunately, opened products cannot be refunded.
Deposit / booking fee policy
The Private Clinic operates a strict non-refundable booking fee policy.
- Consultations at The Clinic are chargeable and require payment in full at the time of booking.
- Appointment times will not be reserved without payment of the booking fee.
- Should the patient proceed with treatment or purchase products then the consultation fee will be redeemed against treatment costs. (Not applicable on Laser treatments).
Treatments and courses
All services have a 5-day cooling off period in which a full refund will be issued unless the treatment or course has commenced in any way or form.
This excludes treatments that require full payment at the time of booking.
- Treatments or courses which have taken place or an element of the course has taken place cannot be refunded.
- We cannot refund any part of a package or course that has already commenced.
- We do not offer refunds on special offers that have fallen out of the offer period.
The only exception to this policy is a serious or long-term illness that contra-indicates the treatment, confirmed by a medical certificate.
Clinic patient programmes
Our clinic patient programmes (the Health Optimisation, Regeneration & Repair, Filler Volumising Maintenance, Anti-Wrinkle Maintenance and Clinical Skin Conditioning Programmes) are 12-month plans paid by monthly card subscription through our payment provider, Stripe.
- Term. Each programme runs for 12 months from the date you subscribe. The monthly price is a discounted rate offered on the understanding that you complete the full 12 months. After the first 12 months your programme continues month to month, and you may cancel at any time before your next payment date.
- Payments. Your card is charged on the same date each month. If a payment fails we will let you know and try again; treatments may be paused until the payment has been made.
- Treatments. Programmes begin with a consultation to confirm suitability. Treatments are delivered at clinically appropriate intervals agreed with our medical team, and cannot be exchanged for cash or transferred to another person. Subscribing does not book an appointment: appointments are booked in the usual way and are subject to our booking and cancellation policy above.
- Cooling-off. You may cancel within 14 days of subscribing for a full refund, less the full standard price of any treatment or product you have already received.
- Leaving early. If you cancel after the cooling-off period and before your 12 months are complete, the discount no longer applies: the difference between the full standard price of the treatments and products you have received and the amount you have paid becomes payable, and we will contact you to settle it. No further monthly payments are taken once it has been settled.
- Ending or changing a programme. If a treatment becomes clinically unsuitable for you, we will offer a suitable alternative or end the programme without any early-leaving charge. We may change programme prices for new subscribers at any time; any change to your monthly price will be notified to you at least 30 days in advance.
To cancel or discuss your programme, contact reception on 01792 202022 or reception@theprivateclinicswansea.co.uk.
Gift vouchers
Gift vouchers are valid until the expiry date stated on the voucher and must be redeemed on or before this date.
Vouchers may be used towards eligible treatments, services or products at the clinic, subject to availability and suitability following consultation where required.
Gift vouchers cannot be exchanged for cash and no cash change will be given. Where the value of the purchase is less than the voucher value, any remaining balance may be used before the original expiry date.
Appointments booked using a gift voucher remain subject to our standard booking and cancellation policy. Late cancellations or non-attendance may result in the relevant cancellation charge being deducted from the voucher balance.
Gift vouchers are non-refundable once purchased, except where required by law.
The clinic cannot accept responsibility for lost, stolen, damaged or unauthorised use of gift vouchers.
The expiry date will not normally be extended. Any extension is at the clinic’s discretion and must be agreed before the voucher expires.
Treatments are subject to consultation, medical suitability and any applicable age restrictions. Purchasing a gift voucher does not guarantee that the recipient will be suitable for a particular treatment. Where a recipient is unsuitable for the intended treatment, the voucher value may be used towards another suitable service or product, subject to these terms.
Prices may change after a voucher has been purchased. Unless the voucher specifically states that it is for a named treatment, the voucher represents the monetary value shown and any difference in price will be payable at the time of redemption.
By purchasing or using a gift voucher, the purchaser and recipient agree to these terms and conditions.
Consultation forms & medical questionnaires
All our treatments require us to hold information regarding our patients personal details along with medical information, we carry this out with the utmost care and endeavour for this information to only be used internally. No information will ever be sold to third parties.
As part of your treatment, you will be required to complete a medical questionnaire in which we will ask questions about past conditions. It is your responsibility to disclose all information required and The Private Clinic Swansea will not be held responsible for anything not disclosed.
Changes to your medical status must be relayed to a member of The Clinic team before any further treatments are carried out.
Appointment information
Although The Clinic aims to run the clinic efficiently, with appointments on time, there may be occasions when the clinic is running behind schedule. Your practitioner will ensure that you are seen as soon as possible should these circumstances arise.
If you are running late for your appointment, you must notify the clinic as soon as possible. In such circumstances, The Clinic reserves the right to alter the order of appointments for the remaining clinic session, thereby possibly further delaying your appointment.
Customer feedback
We always welcome and appreciate feedback from all of our patients, whether this is positive or negative as it allows us to improve our service to you. We would love to hear what you think about The Private Clinic Swansea.
The complaints procedure
We aim to exceed all our patient’s expectations and provide them a first-class service and enjoyable experience. However, we recognise that sometimes things go wrong.
The quickest and most effective way of resolving any problem is to contact us either by telephone on 01792 202022 or by email on reception@theprivateclinicswansea.co.uk.
We will listen carefully to your concerns and do what we can to correct any problems and provide a suitable solution.
We will acknowledge your complaint within 2 days and provide a response within 20 days.
After care & guarantees
On acceptance of the treatment in conjunction with these terms and conditions you as the patient are committing to agree to follow the aftercare instructions for the treatment you are having.
These after care instructions will be explained to you during the treatment and a copy of these can be made available to you upon request.
Due to the nature of the treatments we perform although all our treatments are scientifically proven we cannot guarantee results.
Privacy policy
Any information you provide will be held securely and in accordance with the Data Protection Act 1998. Your personal details will not normally be disclosed to third parties.