Last reviewed: November 2023
Your safety
Our dedication to delivering results is matched only by our responsibility to our patients’ well-being.
As such, there are systems in place to ensure that at Melior Clinics we get it right first time.
All work undertaken is subject to a collaborative ‘Best Practice’ process involving a detailed pre- and post-treatment consultation and, where appropriate, a subsequent reassessment of work carried out. All treatments, and the methods used to administer them, are performed based on these discussions and expressly to achieve those results mutually agreed to be attainable (age restrictions may apply here). Keenly aware of the personal nature of your commitment to us, we only use products and techniques that best suit you, the individual.
We are accredited members of Save Face, a government recognised programme to ensure safe, high quality treatment within the aesthetics industry. More about Save Face.
Your personal information
All patients are required to provide contact details; including address, telephone and email in order to secure an appointment.
All clients will complete a medical history form at their first appointment, this is necessary to inform the consultation and treatment planning process.
All information will be treated as confidential and protected in accordance with data protection legislation and our Privacy Policy.
Telephone consultation
Whilst telephone consultations are discouraged, we acknowledge some circumstances when this service may be helpful; particularly for our patients who will be travelling long distance. Patients, seeking advice from a practitioner in a telephone discussion, require a diary appointment.
Appointments
All appointments will be confirmed by email.
Please provide at least 24 hours’ notice if you need to cancel or reschedule your appointment, so that we may make best use of our appointment diary.
If you do not attend a booked appointment, and fail to advise us more than 24 hours in advance, a £50 administration fee may be charged.
Please do NOT attend the clinic for an appointment if you are unwell. If you are unsure, please call and discuss. Many treatments are contraindicated if you are unwell; this includes colds, cold sores or local skin infections.
Following you treatment you may be asked to attend a review appointment for the practitioner to check the progress. It is essential that you attend the review appointment within the timeframe given to you by the practitioner, which is usually between 4 and 6 weeks. For optimal results we may, if necessary, “top up” your treatment with further small injections at the review appointment. However, we reserve the right not to perform a top up if it is outside the timeframe. If you fail to attend the review appointment, no additional treatment or “top up” will be provided.
Children
We do not treat children or young adults under the age of 18.
Please do not bring children to the clinic unless they are old enough to be left unsupervised.
Children will not be allowed to accompany you into the treatment rooms.
Payment
You will be advised of the full costs of any treatment plan proposed and agreed, including that of any maintenance treatment, before any treatment is undertaken.
Payment is taken in full at the time of treatment (see also payment plan information below).
We accept cash, Melior Clinics gift vouchers or major debit and credit cards.
A discretionary deposit may be taken for some treatments and in some circumstances.
Payment plans
Melior Clinics offers interest-free, flexible payment plans to help patients spread the cost of treatment, subject to status.
Payment plans are only available to patients over the age of 18 who have a UK bank account capable of accepting Direct Debits.
Refer a friend
For Refer a Friend terms and conditions please ask at reception or see our Refer a Friend website page: https://www.meliorclinics.co.uk/about-melior/refer-a-friend/
Refunds
Fees charged for treatment are for the delivery of a treatment and the accompanying service, which is inclusive of:
- consultation and assessment
- provision of information and advice
- safe treatment with evidence based products
- follow up appointments and aftercare advice and support as appropriate
Any concerns patients may have regarding their treatment must be reported to Melior Clinics within six weeks* of the original procedure date. Melior Clinics reserve the right to personally re-assess each case and establish whether the patient has followed the recommended aftercare instructions in accordance with those written and issued at the time.
* Sculptra™ is excluded from this time limit, as the effects of treatment may exceed a six week period.
If it is agreed a complimentary treatment should be provided, it will be of the same treatment type. Treatments are not retrospectively exchangeable and any additional procedures will be chargeable at a separate, additional cost.
Any refund payable will cover the cost of the patient’s treatment only. It will not include any extra expenses.
Feedback
Any feedback is much appreciated, both positive and negative. Feedback is used to review and improve quality of service. You may submit feedback verbally, via email, via the Melior Clinics website or via the Save Face website.
Complaints
If you have a complaint, please inform us as soon as possible. An appointment will be made for you to be seen. A copy of our Complaints Policy is available on request.
