
TERMS & CONDITIONS
Set out below are the terms on which Harley Cosmetic London provides service to its clients post the COVID-19 lockdown period. These additions and amendments to our normal business terms and conditions have been implemented to ensure that we provide the safest environment during the COVID-19 pandemic.
Please ensure that you have read and fully understood them prior to booking any treatments.
1. Deposit and Cancellation Policy Booking a consultation:
We take a fully refundable deposit of £50 for all our consultations. Should you need to cancel or reschedule, we kindly ask that you call us 48 hours before your appointment. Failure to give the full notice will result in the full deposit being taken by the clinic. This allows us to manage our diaries and offer the appointment time to another patient. Your deposit can be refunded in clinic or used against treatment or product.
We offer a 14 day cooling off-period for treatment package plans. If you have yet to begin an agreed treatment plan and have paid a deposit, you have 14 days to cancel or amend your contract. After this time, you will forfeit your deposit and be charged a cancellation fee to cover costs.
Harley Cosmetic London will not refund any paid deposits should you decide not to proceed with your treatment plan and it is outside of the 14 day cooling-off period.
For appointments of the value of £1,000 up we require two weeks notice for a deposit refund any appointments over the value of £1,000 is required to pay a 20% deposit to secure the appointment.
2. Appointments and cancellations
All doctors, nurses and therapists at Harley Cosmetic London are trained and approved in accordance with the company’s treatment protocols and therefore Harley Street Cosmetic London does not guarantee continued treatment with a named nurse or therapist.
If you are unable to attend your appointment, please contact us immediately on 02078594132 or email admin@harleyclondon.com. We will need to know that you wish to cancel 48 hours before your appointment is due. Failure to cancel or rearrange at least 48 hours before your appointment will result in the loss of the treatment from your value pack or your deposit being redeemed.
Prior to your appointment we will inform you of any preparation required in advance of your treatment. Failure to follow the guidelines may result in cancellation of your appointment, reduced treatment time, or additional fees being charged.
3. Appointments (COVID-19)
To allow for social distancing all clients are asked to arrive only 5 minutes prior to your appointment.
We reserve the right to cancel or postpone a consultation or treatment, if you present with what appears to be COVID-19 symptoms.
The clinic will operate a controlled entry system to manage the number of people entering our clinics. We will also need to limit the numbers in our waiting rooms. If the clinic reaches the maximum capacity to allow social distancing, you may be asked to wait in your car until your practitioner is ready.
Late arrival may result in reduced treatment time or forfeiting of the appointment. Harley Cosmetic London will endeavour to ensure that your appointment runs to time; however, should we need to cancel or postpone your appointment at short notice, we will make every effort to contact you in advance.
To reduce the contact time with your practitioner we ask that you are prepared for your treatment:
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Face Treatments: all make-up removed prior to treatment
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You will be asked to comply with our safety guidelines which includes wearing a mask having your temperature taken and sanitising your hands on arrival.
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To support our Safety guidelines and allow social distancing we request that you attend the clinic on your own. If you require another adult to be present, this must be agreed in advance with the Clinic Manager.
5. Treatment suitability
We will always assess whether treatment is suitable for you, or likely to be successful, prior to any treatment being carried out. If not, we will inform you as to the reasons why. You will only be liable for the cost of the initial consultation, where applicable.
It is the client’s responsibility to ensure that he or she provides HCL with all the relevant details prior to each treatment. If you or a member of your household has symptoms of COVID-19 and/or tested positive for COVID-19 you must not attend the clinic.
If a member of your household develops COVID-19 symptoms or tests positive 14 days post your appointment, you must follow the government guidelines and let us know.
If you are deemed by the government to be on the at-risk group during COVID-19, you should not attend the clinic until the government guidance advises you to do so.
6. Liability
We will always assess whether treatment is suitable for you, or likely to be successful, prior to any treatment being carried out. If not, we will inform you as to the reasons why. You will only be liable for the cost of the initial consultation, where applicable.
It is the client’s responsibility to ensure that he or she provides HCL with all the relevant details prior to each treatment. If you or a member of your household has symptoms of COVID-19 and/or tested positive for COVID-19 you must not attend the clinic.
If a member of your household develops COVID-19 symptoms or tests positive 14 days post your appointment, you must follow the government guidelines and let us know.
If you are deemed by the government to be on the at-risk group during COVID-19, you should not attend the clinic until the government guidance advises you to do so.
7. Your right to complain
Harley Cosmetic London 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 HCL you are entitled to lodge a complaint by email. If you require assistance with making your complaint, HCL will be pleased to help and support you through the process.
If you wish to make a complaint please ask to speak with the registered manager, or you can put your concerns in writing and send us vis email to clinic@harleyclondon.com. We will acknowledge all written complaints within two working days and respond within twenty working days with a written explanation of why the response is taking longer and when you can expect a response. A full response within 5 days of the full conclusion being reached.
8. Valuables
Harley Cosmetic London 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 HCL you are entitled to lodge a complaint by email. If you require assistance with making your complaint, HCL will be pleased to help and support you through the process.
If you wish to make a complaint please ask to speak with the registered manager, or you can put your concerns in writing and send us vis email to clinic@harleyclondon.com. We will acknowledge all written complaints within two working days and respond within twenty working days with a written explanation of why the response is taking longer and when you can expect a response. A full response within 5 days of the full conclusion being reached.
9. Confidentiality / Medical Information
The confidentiality of patient information is of paramount concern to Harley Cosmetic London. HCL complies with Data Protection Legislation.
Medical Information will be kept confidential. It will only be disclosed to those persons or third parties involved with your treatment or care, or to their agents, and, if applicable, to any person or organisation who may be responsible for meeting your treatment expenses, or their agents.
Your medical information may also be shared with others not involved in your treatment or care in the course of investigating or responding to any or any potential complaint or claim.
10. Returns Policy
Products will be not be exchanged once they have been dispatched regardless of whether they have been opened or used.
Harley Cosmetic London will not provide refunds on treatments that have been provided in good faith or refunds on treatments if the patient has had an adverse reaction to treatment.
11. Shipping Policy
The dispatch of products purchased online usually takes 24 hours and parcels will be posted with the Royal Mail 48 hour tracked service. Should we anticipate that the dispatch of your item is delayed, the customer will be notified via email.
12. Policy On Children and Pets
We do not accept pets into the clinic unless they are required for medical purposes.
Children must be supervised by a friend or family member.

We pride ourselves in providing our patients with high level service and quality of treatments. As a company, we strive for natural results and want every patient to be happy with their look no matter the procedure
Chrystianna Filis, Founder
Chrystianna Filis
Excellent
