Please read all these terms and conditions.
As we can accept your order and make a legally enforceable agreement without further reference to you, you must read these terms and conditions to make sure that they contain all that you want and nothing that you are not happy with. If you are not sure about anything, just phone us on 01455 377 622.
- These Terms and Conditions will apply to the purchase of the services and goods by you (the Customer or you).
- We are The Dorchester Clinic LTD a company registered in England and Wales under number 06513991 whose registered office is at Onyx House, 12 Phoenix Business Park, Avenue Close, Birmingham , West Midlands, B74NU with email address email@example.com; telephone number (01455 377 622) (the Supplier or us or we).
- These are the terms on which we sell all Services to you. By ordering any of the Services, you agree to be bound by these Terms and Conditions.
- Consumer means an individual acting for purposes which are wholly or mainly outside his or her trade, business, craft or profession;
- Contract means the legally-binding agreement between you and us for the supply of the Services;
- Delivery Location means the Supplier’s premises or other location where the Services are to be supplied, as set out in the Order;
- Goods means any goods that we supply to you with the Services, of the number and description as set out in the Order;
- Order means the Customer’s order for the Services from the Supplier as set out in the Customer’s order or in the Customer’s written acceptance of the Supplier’s quotation;
- Services means the services, including any Goods, of the number and description set out in the Order.
- The description of the Services and any Goods is as set out in our website, catalogues, brochures or other form of advertisement. Any description is for illustrative purposes only and there may be small discrepancies in size or colour of any Goods supplied.
- In the case of Services and any Goods made to your special requirements, it is your responsibility to ensure that any information or specification you provide is accurate.
- All Services are subject to availability.
- We can make changes to the Services which are necessary to comply with any applicable law or safety requirement. We will notify you of these changes.
- You must co-operate with us in all matters relating to the Services, provide us and our authorised employees and representatives with access to any premises under your control as required, provide us with all information required to perform the Services and obtain any necessary licences and consents (unless otherwise agreed).
- Failure to comply with the above is a Customer default which entitles us to suspend performance of the Services until you remedy it or if you fail to remedy it following our request, we can terminate the Contract with immediate effect on written notice to you.
Basis of Sale
- The description of the Services and any Goods in our website, catalogues, brochures or other form of advertisement does not constitute a contractual offer to sell the Services or Goods.
- When an Order has been made, we can reject it for any reason, although we will try to tell you the reason without delay.
- A Contract will be formed for the Services ordered, only upon the Supplier sending an email to the Customer saying that the Order has been accepted or, if earlier, the Supplier’s delivery of the Services to the Customer.
- Any quotation or estimate of Fees (as defined below) is valid for a maximum period of 7 days from its date, unless we expressly withdraw it at an earlier time.
- No variation of the Contract, whether about description of the Services, Fees or otherwise, can be made after it has been entered into unless the variation is agreed by the Customer and the Supplier in writing.
- We intend that these Terms and Conditions apply only to a Contract entered into by you as a Consumer where we, the Supplier and you the Customer, enter the Contract at any of the Supplier’s business premises, and where the Contract is not a contract (i) for which an offer was made by the Customer in the Supplier’s and the Customer’s simultaneous physical presence away from those premises, or (ii) made immediately after the Customer was personally and individually addressed in the Supplier’s and the Customer’s simultaneous physical presence away from those premises. If this is not the case, you must tell us, so that we can provide you with a different contract with terms which are more appropriate to you and which might, in some way, be better for you, eg by giving cancellation rights pursuant to consumer protection law. Business premises means immovable retail premises where we carry on business on a permanent basis or, in the case of movable retail premises, on a usual basis.
Fees and Payment
- The fees (Fees) for the Services, the price of any Goods (if not included in the Fees) and any additional delivery or other charges is that set out in our price list current at the date of the Order or such other price as we may agree in writing. Prices for Services may be calculated on a fixed fee or on a standard rate basis.
- Fees and charges include VAT at the rate applicable at the time of the Order.
- Payment for Services must be made at least 2 days in advance of delivery. You must pay in cash or by submitting your credit or debit card details with your Order and we can take payment immediately or otherwise before delivery of the Services.
- We will deliver the Services, including any Goods, to the Delivery Location by the time or within the agreed period or, failing any agreement:
- in the case of Services, within a reasonable time; and
- in the case of Goods, without undue delay and, in any event, not more than 30 calender days from the day on which the Contract is entered into.
- In any case, regardless of events beyond our control, if we do not deliver the Services on time, you can require us to reduce the Fees or charges by an appropriate amount (including the right to receive a refund for anything already paid above the reduced amount). The amount of the reduction can, where appropriate, be up to the full amount of the Fees or charges.
- In any case, regardless of events beyond our control, if we do not deliver the Goods on time, you can (in addition to any other remedies) treat the Contract at an end if:
- we have refused to deliver the Goods, or if delivery on time is essential taking into account all the relevant circumstances at the time the Contract was made, or you said to us before the Contract was made that delivery on time was essential; or
- after we have failed to deliver on time, you have specified a later period which is appropriate to the circumstances and we have not delivered within that period.
- If you treat the Contract at an end, we will (in addition to other remedies) promptly return all payments made under the Contract.
- If you were entitled to treat the Contract at an end, but do not do so, you are not prevented from cancelling the Order for any Goods or rejecting Goods that have been delivered and, if you do this, we will (in addition to other remedies) without delay return all payments made under the Contract for any such cancelled or rejected Goods. If the Goods have been delivered, you must return them or allow us to collect them from you and we will pay the costs of this.
- If any Goods form a commercial unit (a unit is a commercial unit if division of the unit would materially impair the value of the goods or the character of the unit) you cannot cancel or reject the Order for some of those Goods without also cancelling or rejecting the Order for the rest of them.
- We do not generally deliver to addresses outside England and Wales, Scotland, Northern Ireland, the Isle of Man and Channels Islands. If, however, we accept an Order for delivery outside that area, you may need to pay import duties or other taxes, as we will not pay them.
- You agree we may deliver the Goods in instalments if we suffer a shortage of stock or other genuine and fair reason, subject to the above provisions and provided you are not liable for extra charges.
- If you or your nominee fail, through no fault of ours, to take delivery of the Services at the Delivery Location, we may charge the reasonable costs of storing and redelivering them.
- The Goods will become your responsibility from the completion of delivery or Customer collection. You must, if reasonably practicable, examine the Goods before accepting them.
Risk and Title
- Risk of damage to, or loss of, any Goods will pass to you when the Goods are delivered to you.
- You do not own the Goods until we have received payment in full. If full payment is overdue or a step occurs towards your bankruptcy, we can choose, by notice to cancel any delivery and end any right to use the Goods still owned by you, in which case you must return them or allow us to collect them.
- You can withdraw the Order by telling us before the Contract is made, if you simply wish to change your mind and without giving us a reason, and without incurring any liability.
- We have a legal duty to supply the Goods in conformity with the Contract, and will not have conformed if it does not meet the following obligation.
- Upon delivery, the Goods will:
- be of satisfactory quality;
- be reasonably fit for any particular purpose for which you buy the Goods which, before the Contract is made, you made known to us (unless you do not actually rely, or it is unreasonable for you to rely, on our skill and judgment) and be fit for any purpose held out by us or set out in the Contract; and
- conform to their description.
- It is not a failure to conform if the failure has its origin in your materials.
- We will supply the Services with reasonable skill and care.
- We will provide the following after-sales service: The Dorchester Clinic will support the client with after-care advice.
- In relation to the Services, anything we say or write to you, or anything someone else says or writes to you on our behalf, about us or about the Services, is a term of the Contract (which we must comply with) if you take it into account when deciding to enter this Contract, or when making any decision about the Services after entering into this Contract. Anything you take into account is subject to anything that qualified it and was said or written to you by us or on behalf of us on the same occasion, and any change to it that has been expressly agreed between us (before entering this Contract or later).
Duration, termination and suspension
- The Contract continues as long as it takes us to perform the Services.
- Either you or we may terminate the Contract or suspend the Services at any time by a written notice of termination or suspension to the other if that other:
- commits a serious breach, or series of breaches resulting in a serious breach, of the Contract and the breach either cannot be fixed or is not fixed within 30 days of the written notice; or
- is subject to any step towards its bankruptcy or liquidation.
- On termination of the Contract for any reason, any of our respective remaining rights and liabilities will not be affected.
- Your privacy is critical to us. We respect your privacy and comply with the General Data Protection Regulation with regard to your personal information.
- For the purposes of these Terms and Conditions:
- ‘Data Protection Laws’ means any applicable law relating to the processing of Personal Data, including, but not limited to the Directive 95/46/EC (Data Protection Directive) or the GDPR.
- ‘GDPR’ means the General Data Protection Regulation (EU) 2016/679.
- ‘Data Controller’, ‘Personal Data’ and ‘Processing’ shall have the same meaning as in the GDPR.
- We are a Data Controller of the Personal Data we Process in providing the Services and Goods to you.
- Where you supply Personal Data to us so we can provide Services and Goods to you, and we Process that Personal Data in the course of providing the Services and Goods to you, we will comply with our obligations imposed by the Data Protection Laws:
- before or at the time of collecting Personal Data, we will identify the purposes for which information is being collected;
- we will only Process Personal Data for the purposes identified;
- we will respect your rights in relation to your Personal Data; and
- we will implement technical and organisational measures to ensure your Personal Data is secure.
- For any enquiries or complaints regarding data privacy, you can e-mail: firstname.lastname@example.org.
Successors and our sub-contractors
- Either party can transfer the benefit of this Contract to someone else, and will remain liable to the other for its obligations under the Contract. The Supplier will be liable for the acts of any sub-contractors who it chooses to help perform its duties.
Circumstances beyond the control of either party
- In the event of any failure by a party because of something beyond its reasonable control:
- the party will advise the other party as soon as reasonably practicable; and
- the party’s obligations will be suspended so far as is reasonable, provided that that party will act reasonably, and the party will not be liable for any failure which it could not reasonably avoid, but this will not affect the Customer’s above rights relating to delivery.
- We do not exclude liability for: (i) any fraudulent act or omission; or (ii) death or personal injury caused by negligence or breach of the Supplier’s other legal obligations. Subject to this, we are not liable for (i) loss which was not reasonably foreseeable to both parties at the time when the Contract was made, or (ii) loss (eg loss of profit) to your business, trade, craft or profession which would not be suffered by a Consumer – because we believe you are not buying the Services and Goods wholly or mainly for your business, trade, craft or profession.
Governing law, jurisdiction and complaints
- The Contract (including any non-contractual matters) is governed by the law of England and Wales.
- Disputes can be submitted to the jurisdiction of the courts of England and Wales or, where the Customer lives in Scotland or Northern Ireland, in the courts of Scotland or Northern Ireland respectively.
- We try to avoid any dispute, so we deal with complaints as follows: If a dispute occurs customers should contact us to find a solution. We will aim to respond with an appropriate solution within 7 days.
The Dorchester Clinic Ltd terms and conditions June 2022
Set out below are the business terms in which The Dorchester Clinic Ltd provides a service to its clients.
Please ensure that you have read and fully understood our terms and conditions prior to booking a treatment at The Dorchester Clinic Ltd.
- All clinicians and Aesthetic Practitioners at The Dorchester Clinic Ltd are trained and approved in accordance with the company’s treatment protocols and therefore The Dorchester Clinic Ltd does not guarantee continued treatment with a named nurse/ doctor/ dentist or therapist.
- Prior to your appointment, we will inform you of any preparation required for your treatment. If you do not follow the guidance this may result in cancellation of your appointment, reduced treatment time, or additional fees being charged. For certain treatments, we ask that you are prepared for your treatment:
- Face treatments: All make-up removed prior to treatment
- Laser hair removall: area shaved 24 hours prior to treatment and free of hair. Hair must not be waxed or plucked prior to laser hair removal.
- The Dorchester Clinic Ltd will endeavour to ensure that your appointment runs on time. However, should we need to cancel your appointment at short notice, we will make every effort to contact you in advance. All treatments cancelled by The Dorchester Clinic Ltd will be rebooked as soon as convenient for our client.
- If you are unable to attend your appointment, please contact us at least 48 hours prior to your appointment. Any cancellation within 48 hours of your appointment will result in the loss of the treatment from your value pack or your deposit being redeemed.
- If you do not attend your appointment, this will result in the loss of your deposit or your treatment being redeemed.
- Late arrival to your appointment may result in a reduction in your treatment or forfeit of the appointment.
- To secure an appointment with The Dorchester Clinic Ltd, a refundable deposit is required.
- For a consultation or treatment appointment, a deposit of £25 will be charged to your debit or credit card at the time of booking, to secure the appointment. Your deposit will then be redeemed against the value of the treatment or consultation fee.
- Deposits which remain unclaimed within twelve months will be redeemed
- No deposit is required when booking a treatment from a pre-paid course.
- Please note: Acne consultations with an Aesthetic Practitioner will incur a charge of £25, however this is redeemable against the cost of treatment or products.
- For the terms of deposit refunds, please refer to the cancellation policy set out in point 3.
- Cancellation Policy
Our cancellation policy is in place to ensure that we are able to maximise our appointment availability. This ensures that we are able to offer a cancelled appointment time to a client who needs it.
Should you need to cancel or reschedule we kindly ask that you call us at least 48 hours before your appointment. Any cancellation within 48 hours will result in your deposit or treatment being redeemed.
We take a fully refundable deposit of £25/£50 when booking a single treatment. The deposit can be redeemed against treatment fees. Should you need to cancel or reschedule your appointment, we kindly ask that you call us no less than 48 hours-notice prior to your appointment. Please be aware of our business opening hours when calling to reschedule or cancel, to ensure you give us the correct notice period. Any cancellation within 48 hours will result in your deposit being redeemed.
Pre-paid value pack or course of treatment
No deposit is required when booking a treatment from a pre-paid course of treatment. Should you need to cancel or reschedule your appointment, we kindly ask that you call us no less than 48 hours-notice prior to your appointment. Please be aware of our business opening hours when calling to reschedule or cancel, to ensure you give us the correct notice period. Any cancellation within 48 hours will result in your deposit being redeemed.
- Pricing and payments
- Pricing: Consultation and treatment prices may vary, especially during promotional periods. Please refer to pricing on the website or in clinic.
- Treatment quotations: where a client has been given a quote that is not subject to promotional discounts, this price will be honoured for up to 6 weeks.
- Card payments: We ask that you make payment via card or contactless payment where possible.
- Courses of treatment
- Payments: All treatments purchased as a course or package must be paid for in full, prior to the first treatment.
- Package or course expiry: All treatments from a course must be taken within 12 months of the date of purchase; any treatments left unused after 12 months will be automatically redeemed and a new package will need to be purchased.
- Package refunds: Value packs or courses of treatment are only refundable for medical reasons. Any refund agreed between the client and The Dorchester Clinic Ltd is calculated by deducting the full list price of all treatments already taken, plus any charges for non-attendance. The difference will be the refunded amount.
- Suitability for treatment
- We will always assess whether treatment is suitable for you, prior to any treatment being carried out.
- It is the client’s responsibility to ensure that they provide The Dorchester Clinic Ltd with relevant medical history and medication details prior to each treatment.
- We cannot treat any clients who are under 18, pregnant or breast-feeding.
- The Dorchester Clinic Ltd will not be liable in contract, tort or otherwise for any economic loss (including, without limitation, loss of profit), or for any other special, indirect or consequential loss or damage arising out of, or in connection with, its provision of any goods and/or services to the client.
- Clients will be required to read and sign the relevant consent forms prior to treatment. We are unable to provide any treatment without your written consent.
- It is the client’s responsibility to ensure that they provide The Dorchester Clinic Ltd with all relevant medical history and medication details prior to each treatment. The Dorchester Clinic Ltd will not be liable for any damage that occurs as a result of the client’s failure to disclose such details.
- The client agrees to comply with all instructions and/or recommendations given to them by, or on behalf of, The Dorchester Clinic Ltd regarding the care of a treated area. Nothing in these terms of business shall exclude or limit The Dorchester Clinic Ltd’s liability for death or any personal injury resulting from The Dorchester Clinic Ltd’s negligence.
- Your right to complain
- The Dorchester Clinic Ltd endeavours to treat all its clients appropriately, compassionately and fairly. If, however, you have an issue with any matter in relation to your treatment at The Dorchester Clinic Ltd you are entitled to lodge a complaint, either in person, by telephone or in writing. If you require assistance with making your complaint, The Dorchester Clinic Ltd will be pleased to help and will support you through the process.
- The member of staff who initially receives the complaint will convey the details to the Clinic Manager or their designated deputy. Where this cannot be resolved immediately, you will receive a letter within three working days to confirm that an investigation into the matter is underway and that a response will be made as soon as possible.
- Complaints of a non-medical nature will be handled in their entirety by the Clinic Manager.
- If your complaint is treatment-related the matter will be discussed with the relevant practitioner and may require you to attend an additional consultation with that practitioner or an alternative member of the clinic’s medical team. The objective of this is to provide an explanation or a solution to your concerns. The Dorchester Clinic Ltd aims to give you a full written response within 20 working days, or where this is not possible, an explanation as to the cause of the delay.
This is a summary of the complaints procedure.
- Treatment and £25 promotional vouchers for The Dorchester Clinic Ltd:
- Not to be used in conjunction with any other offer or promotion.
- Applicable to new and existing clients.
- Cannot be used against doctor/ dentist-led treatments or consultations.
- One voucher per person.
- The voucher should be surrendered upon purchase of the treatment.
- Offer applies to single and courses of practitioner treatments with minimum spend of £100.
- Offer can only be used on treatments.
- Offer is subject to patient suitability for treatment.
- Voucher is non-transferrable and cannot be exchanged for money.