20 Fitzroy Square London W1T 6EJ

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+44 7909 843543

+44 7909 843543

Terms & Conditions

Terms & Conditions

Last updated June 11, 2024

Last updated June 11, 2024

Reshape Clinic:

Reshape Clinic:

These are the Terms and Conditions on which we provide services to you.

Please ensure that you have read these terms carefully prior to booking any treatment or consultation (the “Services”). These terms tell you who we are and how we will provide our Services to you, how you may change or end the contract and what to do if you have a complaint.

We may revise these Terms and Conditions from time to time at our sole discretion. The version of Terms and Conditions which exists at the time you make your booking will be the Terms and Conditions that govern your contract with us. Please check, and read these Terms and Conditions carefully, prior to every booking you place with us.

Who We Are

Reshape Clinic Ltd a company registered in England and Wales. Our company registration number is 15032004 and our registered office is at Devonshire House, 1  Devonshire Street, London, United Kingdom, W1W 5DR.

You can contact us by:
Telephone: 07909 843543
E-mail: Bookings@reshape.clinic
Post: 20 Fitzroy Square  London, W1T 6EJ

Our Contract With You

  1. Our acceptance of your booking will take place once you have received your confirmation email/text, at which point a contract will come into existence between you and us and you will be bound by these Terms and Conditions.

  2. If you do not agree to be bound by these Terms and Conditions in relation to your booking you must let us know as soon as possible so that we can cancel your booking. Cancellation fees apply to all bookings and so it’s important you let us know as soon as possible if you’re not happy with the terms of your booking.

Appointments

  1. All appointments must be scheduled in advance.

  1. Clients are required to arrive at least 10 minutes before their scheduled appointment time so that necessary paperwork can be completed.

  2. Late arrivals may result in a shortened appointment or rescheduling, at the discretion of the clinic.

  3. All of our doctors and therapists are trained and approved in accordance with our treatment protocols. We will always endeavour to fulfil any requests to be seen by a particular person, however there may be occasions where this is not possible. On these occasions you will be seen by a suitably qualified member of the team. 

  4. Your booking confirmation will inform you of any preparation required in advance of your treatment. Failure to follow the guidelines may mean that we cannot accommodate you in relation to some or all of the Services booked. Please note that if you do not follow the preparation guidelines you will incur the full price notified to you for your appointment and any procedures where facilities have been specifically reserved for you.

  5. You must comply with all instructions and/or recommendations given to you by, or on behalf of, us regarding the care of a treated area. If you are unclear of the instructions/recommendations you must let us know.

Cancellations and Rescheduling

  1. Cancellations or rescheduling requests must be made at least 24 hours before the scheduled appointment time.

  2. Failure to provide 24 hours' notice may result in a cancellation fee equal to 100% of the treatment cost.

  3. Repeated cancellations or no-shows may result in the requirement of a non-refundable deposit for future appointments.

  4. If you wish to cancel or reschedule your appointment, please do so through your original appointment email, by emailing bookings@reshape.clinic, or by Whatsapp/ telephone (07909 843543)

If we cancel

If we cancel your booking due to unforeseen circumstances we will provide you with as much notice as possible and seek to find a suitable alternative appointment time.

You will incur no fees if we cancel your booking.

If we cancel any Service before or during your appointment for medical reasons you will only be charged for the Services received.

  1. Cancellations or rescheduling requests must be made at least 24 hours before the scheduled appointment time.

  2. Failure to provide 24 hours' notice may result in a cancellation fee equal to 100% of the treatment cost.

  3. Repeated cancellations or no-shows may result in the requirement of a non-refundable deposit for future appointments.

  4. If you wish to cancel or reschedule your appointment, please do so through your original appointment email, by emailing bookings@reshape.clinic, or by Whatsapp/ telephone (07909 843543)

If we cancel

If we cancel your booking due to unforeseen circumstances we will provide you with as much notice as possible and seek to find a suitable alternative appointment time.

You will incur no fees if we cancel your booking.

If we cancel any Service before or during your appointment for medical reasons you will only be charged for the Services received.

  1. Cancellations or rescheduling requests must be made at least 24 hours before the scheduled appointment time.

  2. Failure to provide 24 hours' notice may result in a cancellation fee equal to 100% of the treatment cost.

  3. Repeated cancellations or no-shows may result in the requirement of a non-refundable deposit for future appointments.

  4. If you wish to cancel or reschedule your appointment, please do so through your original appointment email, by emailing bookings@reshape.clinic, or by Whatsapp/ telephone (07909 843543)

If we cancel

If we cancel your booking due to unforeseen circumstances we will provide you with as much notice as possible and seek to find a suitable alternative appointment time.

You will incur no fees if we cancel your booking.

If we cancel any Service before or during your appointment for medical reasons you will only be charged for the Services received.

  1. Cancellations or rescheduling requests must be made at least 24 hours before the scheduled appointment time.

  2. Failure to provide 24 hours' notice may result in a cancellation fee equal to 100% of the treatment cost.

  3. Repeated cancellations or no-shows may result in the requirement of a non-refundable deposit for future appointments.

  4. If you wish to cancel or reschedule your appointment, please do so through your original appointment email, by emailing bookings@reshape.clinic, or by Whatsapp/ telephone (07909 843543)

If we cancel

If we cancel your booking due to unforeseen circumstances we will provide you with as much notice as possible and seek to find a suitable alternative appointment time.

You will incur no fees if we cancel your booking.

If we cancel any Service before or during your appointment for medical reasons you will only be charged for the Services received.

Refunds

  1. Refunds for services rendered will not be provided.

  2. In the event of a medical contraindication or other exceptional circumstances, refunds may be considered at the discretion of the clinic management.

General Terms

  1. Clients must follow all pre-treatment and post-treatment instructions provided by the clinic.

  2. The clinic reserves the right to refuse service to anyone for any reason.

  3. The price applicable to your appointment and any Services which have been booked will be those listed at the time of your booking.

  4. When booking a Service, we require you to provide debit or credit details at the time of booking. You will be made aware of the total cost of your appointment at the time of booking including a breakdown of the fees payable.

  5. Clients are responsible for any damage or theft of clinic property caused by their negligence or misconduct.

  6. The clinic is not responsible for any lost or stolen personal items.

  7. Clients must be at least 18 years of age, unless accompanied by a parent or legal guardian.

  8. All courses are non-refundable. However, balances for outstanding treatments can be transferred to alternative aesthetic treatments. Please speak to your Treatment Therapist for details. Please also note that we may recommend a change in your treatment programme during your course of treatments to meet your individual needs.

  9. If we fail to comply with these Terms and Conditions, we are responsible for all loss or damage that you suffer that is a foreseeable result of our breaking this contract or due to us failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the booking process.

  10. We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors and for fraud or fraudulent misrepresentation.

  11. These terms and conditions are subject to change without notice.

By scheduling an appointment and receiving services at our clinic, you agree to abide by these Terms and Conditions.

Policy On Children

We regret that we are unable to allow children to remain unaccompanied in the reception area. Our Front of House staff are neither trained nor insured to look after children, and we respectfully ask our clients to refrain from asking our receptionist to watch their children during treatments. For safety reasons, children are not allowed in the treatment rooms at any time.


Policy On Pets

We regret that we are unable to allow pets in the clinic for hygiene reasons.

Promotional Offers

All offers are limited to one offer per person and cannot be used in conjunction with any other offer or product purchases.

Gift Vouchers

Gift Vouchers and non-refundable, cannot be exchanged for cash and will state how long they are valid for. Limited to one voucher per person. Please bring your gift voucher with you to your appointment.

Privacy and Personal Information

We may collect both personal data and special categories of personal data (e.g. health data) from you in order to perform the Services. Any personal data collected from you will be used strictly in relation to your appointment and will not be shared other than as set out in our Patient Privacy Policy. For information on how we use your personal data please see privacy

Your Right to Complain

Complaints Policy

At Reshape Clinic, we strive to provide the highest quality services and care to all our patients. However, we understand that there may be times when you are not fully satisfied. We take all complaints seriously and have implemented this policy to ensure they are addressed promptly and effectively.

How to Make a Complaint

If you have a complaint about any aspect of our services, facilities or team, please let us know as soon as possible by:

  • Speaking to the team member directly involved

  • Speaking to the Clinic Manager

  • Sending an email to admin@reshape.clinic

  • Writing a letter to: Clinic Manager, Complaints, Reshape Clinic, 20 Fitzroy Square  London, W1T 6EJ

Please provide as much detail as possible, including dates, times, names of staff involved, and the nature of your complaint. This will help us investigate thoroughly.

What Happens Next

  1. Acknowledgement: We will acknowledge receipt of your complaint within 5 working days.

  2. Investigation: Your complaint will be fully investigated by the Clinic Manager or a designated Complaints Officer. This may involve reviewing records, speaking to staff, and potentially contacting you for further information.

  3. If your complaint is clinical e.g. because it relates to your treatment or consultation, your complaint will be discussed with the relevant practitioner and you may be required to attend an additional consultation (without charge) with that practitioner or an alternative member of our clinical team, including the Head of Medical Services. The objective of this is to provide an explanation or a solution to your concerns, or where this is not possible, an explanation as to the cause of the delay.

  4. Response: Once the investigation is complete, you will receive a detailed written response from the Clinic Manager or Complaints Officer within 30 working days of receipt. This will outline the findings and any resolutions or actions taken.

  5. Appeals: If you are not satisfied with the response, you can appeal the decision in writing within 10 working days. Your appeal will be escalated to the Clinic Owner or Board of Directors for a final decision.

We aim to resolve all complaints fairly, confidentially and within a reasonable timeframe. However, if you remain dissatisfied after our internal process, you should contact your local Environmental Health Department.

Our Commitment

We are committed to learning from all complaints to continuously improve our services. Complaints are reviewed periodically to identify any trends and implement changes where required. Your feedback is invaluable to us.

Thank you for taking the time to let us know if we have not met your expectations. We appreciate all feedback as it allows us to enhance our standards of care.

Reshape Clinic will deal with all complaints confidentially and following investigation, will consider making changes to the patient service.

Your Statutory Rights

Nothing in these Terms and Conditions affects your legal rights.

For detailed information please visit the Citizens Advice website www.adviceguide.org.uk or call 03454 04 05 06.

Laws Applicable To These Terms and Conditions

These terms are governed by English law and you can bring legal proceedings in respect of the Services in the English courts. If you live in Scotland or Northern Ireland you can bring legal proceedings in respect of the Services in either the Scottish, Northern Irish or the English courts, respectively. 

Nobody else has any rights under this contract. This contract is between you and us. No other person shall have any rights to enforce any of its terms.