Terms & Conditions of Business

BOOKING RULES – Must Read Prior to Booking

Location, Support & Accessibility

We are located within Harvey Nichols on Level 2 of the Mailbox, on the same floor as The Medicine Bakery. A private concierge lift in the car park on Level 1 provides direct access to Harvey Nichols.

The terms ‘Client’ and ‘Patient’ are used interchangeably at Secret Aesthetics.

Before booking, please check the prices of your chosen practitioner. If you would like to book more than one treatment, please call: 0121 616 6023 or email info@secretaesthetics.co.uk.

We welcome patients from all backgrounds and aim to provide reasonable adjustments where possible. If you have any disability-related or language needs, please contact us in advance. We also support patients with hearing loss and can provide a hearing induction loop.

Parking – Complimentary parking is provided by Secret Aesthetics for a limited duration only and is allocated strictly based on the type and length of the appointment booked. Parking validation covers a maximum of two (2) hours in total. The duration of parking provided may be less than two hours depending on the specific appointment type. Patients are responsible for any parking time exceeding the allocated allowance, including time spent on site before or after the appointment. Secret Aesthetics cannot extend parking validation beyond the two-hour maximum. Complimentary parking is provided at the clinic’s discretion and is subject to availability and building management rules. Secret Aesthetics accepts no liability for parking charges incurred.

Accessibility – Access to the clinic is via stairs only, and there is no step-free route within Harvey Nichols. Patients who require support with accessibility or disability-related requirements are advised to contact us in advance so that reasonable adjustments may be considered where possible.

By booking an appointment with Secret Aesthetics (any online platforms, by phone, or in clinic), you confirm that you have read, understood, and agreed to the following Terms & Conditions.

TERMS AND CONDITIONS FOR BOOKING

Consultation Fees

Consultations are provided by Secret Aesthetics practitioners, including doctors, nurses, therapists, and laser specialists.

Consultation fees are charged for the practitioner’s time, professional assessment, expertise, and personalised advice. These fees may be included within treatment booking times or booked as standalone consultations.

The consultation constitutes a service delivered at the time of the appointment, regardless of whether treatment proceeds. Once the consultation has taken place, fees are non-refundable.

Where a practitioner determines that a treatment is not medically appropriate, safe, or indicated, the consultation fee remains payable, as the professional assessment and personalised advice have been provided.

In cases where providing treatment could cause harm or is clinically contraindicated, the clinic reserves the right to retain the consultation fee. Refunds will not be issued.

Consultation fee redemption, where applicable, must be used within 6 months of the consultation date.

Redeemability of Consultation Fees

As a goodwill gesture, consultation fees may be redeemed against any treatment offered by Secret Aesthetics, subject to clinical suitability.

Where a patient is deemed unsuitable for a specific treatment, the consultation fee may be used toward an alternative treatment option.

If a patient chooses not to proceed with any treatment, the consultation fee will be retained in respect of the consultation service already provided.

Consultation fee redemption must be used within 6 months of the consultation date; after this period the validity will expire, unless otherwise stated.

Appointment Booking Fees

Appointments require a booking fee to secure practitioner time. Booking fees are taken upfront to secure appointments and cover administrative and scheduling costs.

The amount required for the Booking Fee is at the discretion of the Clinic and has multiple variables.

Once an appointment is confirmed, booking fees are non-refundable.

Booking fees are transferable if at least 48 hours’ written notice is provided to cancel or reschedule an appointment. Email. info@secretaesthetics.co.uk

Appointments booked within 48 hours are non-transferable.

Booking fees and consultation fees can only be redeemed against a treatment; any new future consultation will require a new booking fee.

Medical Unsuitability – If, during the consultation, you are found to be contra-indicated or medically unsuitable for the treatment you originally booked or expressed interest in, your booking fee may be applied toward an alternative treatment deemed appropriate by the clinic.

Fees may be used against any treatment purchased at Secret Aesthetics with any practitioner and are held on file for 6 months from the appointment it was booked for, after which a new booking fee is required.

Booking fee redemption must be used within 6 months of the appointment date, unless otherwise stated.

Further details surrounding the company’s cancellation and rescheduling policy can be found below.

Cancellation, Rescheduling, & Non-Attendance Policy

This applies to all appointment types including but not limited to consultations, treatments, pre-paid packages, and reviews.

• Cancellations or reschedules within 48 hours, or failure to attend an appointment, will result in the forfeiture of the consultation or booking fee, and an additional booking fee will be required to schedule a future appointment.
• Appointments booked within 48 hours are non-transferable.
• Patients on prepaid packages who breach the cancellation and rescheduling policy will forfeit that session from their package.

These charges reflect practitioner time that has been reserved and cannot be reallocated at short notice.

Patient Lateness Policy

While Secret Aesthetics will always endeavour to accommodate patients who arrive late, we cannot guarantee the full appointment will be possible. 

Patients arriving more than 15 minutes late may have their appointment cancelled, with the applicable fee forfeited and a new additional non-refundable fee required to secure a new appointment.

Where a shortened appointment proceeds, the full treatment fee will still apply. We kindly request patients arrive 15 minutes early to avoid delays and notify the clinic as soon as possible if running late.

Patients on prepaid treatment packages may not require a deposit for subsequent sessions; however, any breach of the cancellation policy may result in a session being deducted from the package or an additional non-refundable booking fee applied for future sessions, at the discretion of the clinic’s decision.

Appointments

Please check the prices of your chosen practitioner before booking.

Diary Availability – The booking calendar shows availability up to 2–3 months in advance. For dates beyond this period, please revisit the booking system or contact us at a later date.

Preference for Practitioner – Wherever possible, the clinic will endeavour to accommodate patient requests for a specific practitioner. If no available times are displayed under a practitioner’s name, this indicates that they currently have no availability. Where it is not possible to see the preferred practitioner, the appointment may be scheduled with an alternative qualified practitioner. Treatment prices may vary depending on whether the appointment is with a Director, Doctor, Associate, or Therapist.

If you would like to book more than one treatment, please call 0121 616 6023 during our opening hours and/or email: info@secretaesthetics.co.uk

Patients will be provided with all necessary pre-treatment instructions prior to their appointment. Failure to follow these guidelines may result in cancellation of the appointment, and the associated booking or consultation fee will be retained.

Laser Hair Removal, Dermapen, Radiofrequency, and BBL treatments require the treatment area to be shaved 24 hours prior to your appointment and to be free of hair on the day of treatment.

For treatments excluding injectable procedures, patients should discontinue the use of all active skincare ingredients a minimum of 4–7 days prior to their appointment.

Secret Aesthetics makes every effort to ensure appointments run on time. In the event of a medical emergency, an appointment may overrun. Please note that our doctors have a duty of care to every patient, and any patient seen late will still receive the full duration of their service time. Should we need to cancel your appointment at short notice, we will endeavour to contact you as soon as possible and rebook your appointment at the earliest convenience.

At Secret Aesthetics, every appointment includes a review of your current skincare regimen. We may share your contact details with GetHarley to provide bespoke skincare planning. To opt out of this service, please email contact@getharley.com.

No Child Policy

For safety reasons and as per CQC regulations, Secret Aesthetics does not permit children to be left unattended anywhere within or outside the clinic premises, including waiting areas. Patients attending appointments must not bring children to the clinic.

Failure to comply with this policy will result in the appointment being cancelled, and the full charge will still apply. Secret Aesthetics does not offer a chaperone or childcare service for minors.

Individuals under 18 are not permitted in treatment rooms. If attending with a patient under-18, another adult must supervise them in the waiting area. If no supervising adult is present, the appointment will be cancelled and the booking fee forfeited.

Individuals under 18 are not permitted in treatment rooms. If attending with a patient under 18, another adult must supervise them in the waiting area. If no supervising adult is present, the appointment will be cancelled, and the booking fee forfeited.

Minimum Age Policy

• Secret Aesthetics only offers cosmetic injectable treatments to patients aged 21 and over
• Medical, skin, laser, and light-based treatments are available to patients aged 18 and over
• Patients aged 18–20 may be considered for therapist-led skin treatments
• We do not provide treatment to anyone under 18

All patients may be asked to present valid photo identification to verify age. Exceptions may be considered on a case-by-case basis or for medical reasons, with written parental/guardian consent and attendance required.

Chaperone Policy

Secret Aesthetics will make every effort to provide a chaperone during consultations upon request; however, this cannot always be guaranteed and should not be relied upon. Chaperones are not available during treatments. Patients who require a chaperone during treatment are advised to arrange their own, where possible.

Pricing & Payments

Secret Aesthetics reserves the right to vary consultation and treatment prices. Prices may vary depending on whether treatment is performed by a Director, Associate, or Therapist. Please refer to the pricing on the website and in the clinic and refer to any personalised/bespoke package price sent to you, where applicable.

Patients should confirm the treatment price with clinic staff before proceeding. By consenting to treatment, patients acknowledge acceptance of the price in accordance with the clinic’s published price list.

Where a client has been given a quote, this price will be honoured for 3 months. This does not apply to limited time offers or promotional ads; please refer to individual T&C’s. 

Payments can be via card or cash. We also offer 0% finance for 6 months on treatments above £1,400. Please speak to your doctor or therapist for more details or contact the clinic at info@secretaesthetics.co.uk.

Offers & Discounts

We kindly request that patients do not attempt to negotiate discounts with doctors, therapists, or any clinical staff. Offers and discounts are at the discretion of the clinic and may change at any point. You can find our current offers and discounts on our website ‘Prices’ page.

Refund Policy

Secret Aesthetics operates a strict no-refund policy. No refunds will be issued for consultation fees, booking fees, deposits, treatments, or packages once paid. This includes circumstances where:

• A patient is deemed medically, psychologically, or physically unsuitable for treatment.
• The Clinic determines that the patient or treatment request is not an appropriate fit.
• The patient changes their mind, expectations, or personal circumstances.

Consultation and booking fees secure clinician time, clinical assessment, expertise, and administrative costs and are non-refundable under all circumstances. Secret Aesthetics does not guarantee outcomes, results, or patient satisfaction, and refunds will not be issued on the basis of dissatisfaction, perceived lack of effect, or subjective outcome.

Treatment Packages & Expiration

• All treatment packages must be paid in full prior to the first treatment session
• Packages are non-refundable
• Package Expiration – All treatments within a package must be completed within 18 months of purchase
• Any unused sessions after the 18-month period will automatically expire and be forfeited
• Patients who are on prepaid packages must adhere to the clinic’s cancellation and rescheduling policy. Failure to attend or cancel within 48 hours will result in the loss of that session from the package.

Where a patient becomes medically unsuitable:

• The clinic may, at its discretion, hold the value on file or transfer credit to an alternative treatment
• This requires formal medical evidence (e.g. consultant letter on headed paper)
• This does not guarantee approval or conversion to cash

If a refund is exceptionally agreed on strict medical grounds:

• Sessions already taken will be deducted at full list price in line with industry standards (not calculated at the discounted package rate)
• Any non-attendance fees will also be deducted
• The remaining balance (if any) constitutes the refundable amount

Laser Hair Removal and Menstruation Policy

 At Secret Aesthetics we are happy to proceed with laser hair removal treatments while a patient is menstruating.

• Treatment can be carried out safely during a menstrual period, including intimate areas.
• For hygiene and practical reasons, female patients undergoing intimate area treatments (e.g. Bikini, Brazilian, or Hollywood) are required to use a tampon or menstrual cup, provided they feel comfortable doing so.
• Intimate hygiene wipes will be provided for patient use prior to treatment.
• Patients are encouraged, on a voluntary basis, to track their menstrual cycle to assist with scheduling and are advised to avoid booking treatments on days of heavy flow. Any information shared will be treated confidentially and used solely for appointment planning, in compliance with GDPR and data protection standards.
• Patients who do not feel comfortable proceeding may choose to reschedule; however, the clinic’s standard 48-hour cancellation and rescheduling policy applies.
• Cancellations or changes made within 48 hours of the appointment will be subject to the clinic’s standard late-cancellation policy, as per the terms above, which may result in the loss of the booking fee or a session from the patient’s package.

Pregnancy & Breastfeeding Policy

Secret Aesthetics does not offer refunds for patients who are pregnant or breastfeeding.

If pregnancy or breastfeeding occurs:

• All payments (consultations, booking fees, packages) remain non-refundable.

Treatment credit may be:

• Placed on hold, with expiry extended by up to 18 months, or
• Transferred to pregnancy-safe alternative treatments, at the Clinic’s discretion.

Patient Relocation Policy

Relocation does not constitute grounds for a refund. Any unused treatments or package credit remain non-refundable.

At the Clinic’s discretion:

• Credit may remain on file until expiry
• Treatment credit may be transferred to alternative services offered by the Clinic

The responsibility to attend treatments within the validity period rests solely with the patient.

Severe Adverse Weather Conditions Policy

The safety of our patients and staff is important to us. The following policy applies in the event of severe weather or unexpected clinic closures:

• The clinic will always endeavour to open and meet the needs of our patients. The company reserves the right to cancel or reschedule appointments if conditions compromise the safety of staff or patients.
• Patients are expected to attend their appointments whenever possible, even in adverse weather, as we will always endeavour to keep the clinic open.
• Severe weather warnings are publicly advertised, and patients are encouraged to contact the clinic if they suspect or have concerns regarding their attendance.
• If severe weather (e.g., heavy snow, flooding, ice) makes travel unsafe, we politely request that patients reschedule their appointment by the day before. This allows the clinic to manage patient numbers effectively and for practitioners to plan a safe commute. We appreciate your cooperation in helping us maintain a safe and efficient schedule.
• If ample notice is given by the patient, the clinic may use its discretion to reschedule the session without penalty.
• If patients inform the clinic that they plan to attend their appointment, and staff are on-site to accommodate the booking, the patient is expected to attend. Failure to attend under these circumstances will result in the loss of the booking fee.
• Patients are encouraged to consider alternative travel arrangements, if safe travel by their usual means is not possible.
• In the event that Harvey Nichols is unable to open due to staff shortages or other operational issues, patients will be contacted to reschedule their appointment as soon as we are made aware. Any booking fees paid will be fully honoured and applied to the rescheduled appointment.
• Rescheduling due to severe weather should be communicated to the clinic as soon as possible.
• Cancellations or rescheduling within 24 hours due to severe weather conditions will be treated as per the clinic’s standard late-cancellation terms, which may result in the loss of the booking fee or a session from the patient’s package.

Medical Suitability & Right To Refuse Treatment

All treatments are subject to clinical assessment.

Secret Aesthetics reserves the absolute right to refuse or discontinue treatment at any stage if:

• A patient is deemed medically or psychologically unsuitable
• The clinician believes treatment is not in the patient’s best interests
• There is a breakdown of trust, communication, or professional relationship

Where treatment is declined, no refunds will be issued for consultations, booking fees, or pre-paid treatment.

Patients are responsible for providing full, accurate, and up-to-date medical history prior to every appointment. The Clinic cannot be held liable for complications arising from withheld, inaccurate, or incomplete information.

Outcomes, Expectations & Dissatisfaction Clause

Due to the nature of medical and aesthetic treatments:

• Results vary between individuals
• Outcomes are influenced by anatomy, biology, lifestyle, compliance, and healing response
• Results may be temporary, variable, or evolve over time, and further treatments or maintenance may be required

Secret Aesthetics:

• Does not guarantee, warrant, or promise any specific results or outcomes from any consultation, procedure, treatment, skincare product recommended and/or prescribed, or course of treatment
• Does not offer refunds once a treatment has been performed
• Does not issue refunds based on dissatisfaction, delayed response, or subjective expectations

Payment reflects time, expertise, clinical resources, and consumables, regardless of outcome. No representation made by any member of staff, whether verbally, in writing, or in marketing materials, constitutes a guarantee of outcome.

Complimentary Free of Charge Reviews & Top-Up Policy

Anti-Wrinkle Treatments:

• One complimentary review and, where clinically indicated, a top-up may be offered approximately 2 weeks post-treatment
• Reviews and top-ups are not pre-booked, as the majority of patients do not require them
• The decision to perform a top-up is made solely by the treating clinician, based on medical assessment and safety
• Attendance at a review does not guarantee additional product will be administered

Nose Filler (Non-Surgical Rhinoplasty):

• One complimentary review and, where clinically indicated, a top-up may be offered approximately 2 weeks post-treatment
• This area is treated conservatively due to higher risk, with patient safety prioritised
• Post-procedure swelling may temporarily obscure the final result on the day of treatment
• Decision to perform any top-up rests solely with the clinician and is not automatic

All Other Treatments – No Routine Free of Charge Top-Ups
Outside of the scenarios listed above, the clinic does not offer free of charge top-ups or further treatment unless there is a clinically confirmed complication directly attributable to the treatment performed by Secret Aesthetics and is not outlined as a known risk or side-effect.

Skin Consultations, Skin Treatments & Skincare Plans

• The clinic offers one complimentary skin review following an initial skin consultation and/or skin treatment, where appropriate.
• Any additional skin assessments or new treatment planning beyond this review must be booked as a new consultation, subject to the standard consultation fee.

 Requesting a Review or Top-Up

Contact the clinic by email at info@secretaesthetics.co.uk

Please include:

• Reason for the request
• Clear photos and short video
• Full name and original treatment date

Submissions will be reviewed by the treating clinician, who will determine:

• Whether a review is appropriate
• Whether a top-up is clinically indicated
• Whether further treatment is required (chargeable)

 Note: Attendance at a review or submission of photos/videos does not guarantee that additional treatment will be provided free of charge.

Photo & Video Consent

Secret Aesthetics may collect and use (a) photographs, (b) video recordings, and (c) written testimonials (“the material”) for monitoring patient progress, education, training, and promotional purposes.

If the material includes your face, body, voice, medical diagnosis or treatment details, it is considered sensitive data and requires your explicit consent. By opting in on the patient registration form, you confirm consent for Secret Aesthetics to use the material now and in the future.

You grant Secret Aesthetics the right to use the material in clinic, online, and in publications, including media, posters, newsletters, or collages, and to disclose it to third parties as needed. The material may be edited or combined with other content.

By signing, you release Secret Aesthetics and its staff from any claims related to privacy, defamation, or compensation, and you waive all moral rights in the material. Explicit consent will be obtained where applicable for use of sensitive data in accordance with GDPR.

Liability & Patient Responsibility

All treatments are carried out using professional clinical judgment. Decisions made in the patient’s best interests, including refusal, modification, or cessation of treatment, do not give rise to liability or entitlement to refund.

All patients are required to read, understand, and sign the relevant consent forms prior to undergoing any treatment. No treatment will be provided without valid written consent.

Where a patient does not have sufficient understanding of English, it is the patient’s responsibility to attend appointments with an appropriate translator. Secret Aesthetics cannot be held responsible for misunderstandings arising from language barriers.

Patients agree to fully comply with all pre-treatment and post-treatment instructions, advice, and aftercare guidance provided by Secret Aesthetics. Failure to do so may compromise results and increase the risk of adverse outcomes. Secret Aesthetics will not be liable for any complications, adverse reactions, or unsatisfactory outcomes arising from a patient’s failure to follow such guidance.

Patients are responsible for providing complete, accurate, and up-to-date medical history, including medications, supplements, allergies, previous treatments, and any changes to their health status prior to each appointment. Secret Aesthetics shall not be liable for any injury, complication, or loss arising from incomplete, inaccurate, or withheld medical information.

To the fullest extent permitted by law, Secret Aesthetics shall not be liable in contract, tort (including negligence), or otherwise for:

• Any economic loss, including loss of earnings or profit
• Any indirect, special, or consequential loss
• Any dissatisfaction arising from subjective expectations or treatment outcomes

Patients acknowledge that aesthetic and medical treatments carry inherent risks and that results vary between individuals. Secret Aesthetics does not guarantee outcomes and is not liable for outcomes that fall within the accepted range of clinical variation.

Nothing in these terms shall exclude or limit Secret Aesthetics’ liability for death or personal injury caused by its negligence, fraud, or any other liability that cannot be excluded or limited under applicable law.

Professional Judgment Clause:

All treatments are carried out using professional clinical judgment. Decisions made in the patient’s best interests, including refusal, modification, or cessation of treatment, do not give rise to liability or entitlement to refund.

ACCEPTANCE OF TERMS

By proceeding with consultation, booking, or treatment at Secret Aesthetics, patients confirm that they have:

• Read, understood, and accepted all clinic policies as part of our Terms & Conditions of Business
• Acknowledged the non-refund nature of any bookings or services
• Accepted that outcomes cannot be guaranteed
• Met the Minimum Age Criteria
• Absolve Secret Aesthetics from any future legal dispute

These policies are designed to ensure fairness, clinical safety, and consistency for all patients.