MediZen – Terms and Conditions of any treatment(s) undertaken at the clinic

Cancellation Policy

• All existing patients wanting to secure an appointment at MediZen Ltd, will be required to provide us with their card details. These are stored on a GDPR compliant system which we do not have access to other than to take cancellation charges.
• We require at least 48 hours notice to cancel or reschedule your appointment. Any late cancellations or reschedules will be charged a late cancellation fee, equal to 50% of the cost of your reserved service. Any no-shows will be charged 100% of the service reserved.
• If you cancel or reschedule any skin membership, laser hair removal, pre-paid package or complimentary treatments within 48 hours of the appointment or don’t turn up, you will forfeit that treatment from your account.

Packages and Memberships

• I understand that any package purchased will expire 12 months from the date of purchase.
• All packages purchased are non-refundable 14 days after purchase.
• Membership treatments expire 6 months after the date of the final payment.
• Please note that we do not accept any package or membership payments into clinic, these must be paid via direct debit. If you miss a direct debit payment, we reserve the right to charge you a late payment fee.
• For all skin memberships and laser hair removal: your treatment date must be after your direct debit payment date. Please ensure you book your appointments after your direct debit date.
• All memberships and packages must be maintained for a minimum of 3 monthly payments in order to receive treatments and products at the discounted rate. In the event of cancellation or default within this period, you will be liable for any outstanding costs.
• I understand any package or membership treatments are non-transferable and direct debit or upfront package payments can only be used against the treatment originally purchased or the treatments included in the specific membership or package.
• I understand that booking appointments from a package or membership is my own responsibility.

Pregnancy and Breastfeeding

• We are unable to treat any patients who are pregnant or breastfeeding.
• In the event you set up a package or membership and are pregnant or breastfeeding, we will suspend treatments for this duration and pause any future payments until you are ready to resume treatment. Any treatments or payments on your account prior to pregnancy will be honoured for 2 years after cancelling or pausing payments. Please note in the event of any price increase during this period, any additional costs must be paid when returning for treatment.

New Patients

• New patients wanting to secure an appointment at MediZen Ltd, will be required to pay either the full consultation fee or a deposit for treatment prior to their first appointment. This amount is redeemable against any treatment you decide to go ahead with (excluding laser hair removal consultation & patch test). If you decide not to go ahead with treatment, fail to attend your appointment, cancel or reschedule less than 48 hours before your appointment this deposit will not be refunded.

Treatment Deposits

• Some treatments may require a 10% deposit in order to secure your appointment. This fee is non-refundable.

Loyalty Points

• For every purchase made in our clinic, you will automatically earn loyalty points which are added to your account. For every £1 spent you will accumulate 1 point (value of 2p). These points can be accumulated over time, and must be redeemed within a 2-year period when they will then expire.
• There is a maximum 10% discount off non-prescription skincare products with your loyalty points.
• You can redeem as many loyalty points as you wish against treatments.
• Please note it is your responsibility to check and use your loyalty points. Our reception team do their best to make you aware if you have points to use but you can check both through your online booking account, our patient app, or ask a member of the team.
• If you forget to ask reception to redeem loyalty points from a purchase, we cannot refund you the difference.

Referral Scheme

• Referral vouchers are sent to the referrer when the referred patient visits the clinic and purchases a treatment.
• Referral vouchers can only be used against a pay as you go treatment, they cannot be discounted from memberships or used against product purchases.
• Referral vouchers MUST be used within three months, otherwise they will expire.
• Referral vouchers hold no cash value and cannot be changed or swapped to a different account.
• It is your responsibility to present the voucher to reception when paying, if you forget to do this, we cannot refund you the difference.
• Only one discount can be used within a transaction i.e if we run a promotion on a treatment, you cannot also use a referral or birthday voucher for example.

Birthday Vouchers

• Birthday vouchers are sent via email to you on the day of your birthday, they expire one month from that day.
• Birthday vouchers hold no cash value and cannot be changed or swapped to a different account.
• Birthday vouchers can only be used against a pay as you go treatment, they cannot be discounted from memberships or used against product purchases.
• It is your responsibility to present the voucher to reception when paying, if you forget to do this, we cannot refund you the difference.
• Only one discount can be used within a transaction i.e if we run a promotion on a treatment, you cannot also use a referral or birthday voucher for example.

Gift Vouchers

• Gift vouchers can be purchased for any specified monetary value, or for the specific price of a treatment with us.
• As gift vouchers are purchased in cash value, they can be used against any treatment or products with us.
• Gift vouchers are valid for 12 months from the date of purchase and this date is clearly stated on all vouchers. They cannot be used after this date has passed.
• All gift vouchers come with a code, this code must be presented to reception when making payment in order for the voucher to be redeemed. Vouchers are not valid without this code and will not be accepted as a method of payment.

General Clinic Offers & Discounts

• Discounts cannot be backdated. If a product or treatment goes on promotion after you make a purchase, we are unable to apply the discount retrospectively. We always strive to provide patients with as much notice as possible when running offers and discounts.
• Offers apply only to purchases made during the promotional period, the stated end date of each promotion is final and cannot be extended if you miss it.
• Only one discount can be used within a single transaction i.e if we run a promotion on a treatment, you cannot also use a referral or birthday voucher for example.
• Please make a note of any expiry terms and conditions when we run one time offers or discounts, these may be a shorter time period than normal.

General Terms and Conditions

• I understand that I must avoid alcohol, aspirin and non-steroidal anti-inflammatory drugs, such as ibuprofen, for at least 24 and preferably, 48 hours prior to any treatment and that MediZen Ltd cannot be held responsible for any adverse effects resulting from the use of these substances.
• I understand that the practice of medicine and surgery is not an exact science and therefore that no guarantee can be given as to the results of the treatment(s) that I have agreed to undergo. I accept and understand that the goal of this treatment is improvement, not perfection, and that there is no guarantee that the anticipated results will be achieved and that treatments may sometimes be unsuccessful.
• I understand that MediZen Ltd do try to run the clinic efficiently and on time, however, there are always occasions when appointments run behind schedule due to factors beyond our control. I understand that if MediZen Ltd keeps me waiting, I will be seen as soon as possible.
• I agree that if I am running late to my appointment, I will let MediZen Ltd know so that the clinic can try and alter our appointments accordingly. I understand that if I am late, my appointment may be delayed further by later appointments being seen on time.
• If you arrive more than 10 minutes late for your appointment we cannot guarantee you will be seen and your appointment may have to be rescheduled. Any membership, package or complimentary treatments will be forfeited from your account. 
• Reassessment appointments, or any appointment made as a result of genuine concerns about the treatment will be free of charge. I do understand that MediZen Ltd reserves the right to apply a charge, indicated in advance, for our time in some circumstances.
• I understand that MediZen Ltd reserves the right to refer non-payments to debt collection agents.
• I understand that all treatments must be paid for at the time of treatment. Cash and credit/debit cards are accepted. 
• I understand I will be seen on my own unless a chaperone/translator is required.
• I understand that MediZen Ltd cannot allow children under the age of 18 into the clinic.
• I understand no food can be consumed on our premises.
• I confirm I am 18 years or older.

MediZen – Retail purchase policy

This Retail Product Sales & Refund Policy (“Policy”) outlines the terms and conditions applicable to all retail purchases made from MediZen Ltd (“MediZen,” “we,” “us,” or “our”). By purchasing retail products from MediZen Ltd, you agree to the terms set out below.

Please read this Policy carefully before completing your purchase. Please note the below policy only applies to non-prescription items. ALL prescription products cannot be returned, refunded or exchanged.

1. Faulty or Defective Products

MediZen Ltd is committed to supplying products of satisfactory quality. If a product is found to be faulty or defective, you may be entitled to a refund or replacement subject to the following conditions:

• Valid proof of purchase must be provided.
• The product must be returned to MediZen Ltd for inspection and assessment.
• The product must have been purchased within six (6) months of the return request.

Upon receipt and assessment of the returned product, and where a fault is confirmed, MediZen Ltd will, at its discretion:

• Provide a replacement product; or
• Issue a refund to the original payment method.

Refunds will be processed within a reasonable timeframe following confirmation of the defect.

2. Change of Mind Returns

If you change your mind about a product, you may request a refund or exchange within twenty-eight (28) days of the original purchase date, provided that:

• The product is unopened and unused;
• The product is returned in its original packaging;
• The packaging is undamaged and in resaleable condition; and
• Valid proof of purchase is provided.

MediZen Ltd reserves the right to refuse a return or exchange if the above conditions are not met.

3. Opened or Used Products

We do not offer refunds or exchanges for products that have been opened, used, or returned with damaged packaging, except where the product is confirmed to be faulty.

For hygiene and safety reasons, all cosmetic and skincare products are strictly non-returnable and non-refundable once opened.

4. Sale and Promotional Items

All products purchased as part of a sale, promotion, special offer, or discounted campaign are final sale and are not eligible for refund or exchange unless confirmed to be faulty in accordance with Section 1 of this Policy.

5. Proof of Purchase

All returns, refunds, or exchanges require valid proof of purchase. MediZen Ltd reserves the right to decline any request where proof of purchase cannot be provided.

6. Consumer Rights

This Policy operates in addition to, and does not exclude, limit, or replace, your statutory rights under applicable consumer protection legislation.

Nothing in this Policy affects your legal rights in relation to goods that are faulty, not as described, or unfit for purpose.

7. Pre-Purchase Advice

If you have any questions regarding a product prior to purchase, our team is available to provide guidance and recommendations to help ensure the product is suitable for your needs. However, final purchasing decisions remain the responsibility of the customer.

For further assistance regarding this Policy, please contact MediZen Ltd directly.