GENEVIV MEDICAL LTD – Terms & Conditions

Dear Customer,

Please kindly read these Terms & Conditions carefully before confirming your appointment. By booking or making a payment, you acknowledge that you understand and accept them.

1. Payments & Deposits

All payments, including deposits and procedure fees, are NON-REFUNDABLE, except where required by UK law.
Please kindly confirm your booking only if you can attend on the scheduled date and time, as we reserve the time exclusively for you.
Deposits will be retained in the event of cancellation or no-show, as last-minute cancellations cause financial loss and disruption to the Clinic, preventing us from offering the reserved time to other clients.
Cancellations made within 48 hours of the appointment will result in full loss of payment.

2. Rescheduling

Appointments may be rescheduled up to two times, with at least 48 hours’ notice, subject to availability.
After two reschedules, any further changes will require a new booking fee.
Training bookings cannot be rescheduled; attending a different session will require a new deposit.

3. Consultations & Procedures

A deposit is required to confirm each consultation or procedure.
Consultation fees are deductible from the procedure cost if you choose to proceed and the doctor deems you suitable.
Please ensure that you have a complete and thorough understanding of all aspects involved in your chosen procedure. Feel free to ask any questions you may have, and always be aware that you can refuse the procedure at any time if you consider it not in your best interest.
Deposits for consultations are NON-REFUNDABLE, regardless of attendance or suitability.
Every procedure requires a consultation. The doctor may determine that a procedure is not appropriate for health or aesthetic reasons.
Full procedure fees are payable before the treatment begins.
Prior treatments do not guarantee suitability for repeat procedures; deposits and consultation fees remain NON-REFUNDABLE.

4. Training Bookings

Deposits for training bookings are NON-REFUNDABLE due to the reserved time slot.
Training bookings cannot be rescheduled. Kindly note that a new deposit is required to attend a different session.

5. Client & Patient Responsibilities

Provide accurate and complete information about your health, medications, and medical history.
Kindly decline any procedure at any stage, including after consultation, if it is not in your best interest.
GENEVIV MEDICAL Ltd Patients: Clients who have previously visited the Clinic and undergone the same procedure they wish to book again. This also applies to clients who have previously had the same procedure at another clinic.

6. Legal Disclaimer

Use of the Clinic’s website or communications does not create a doctor-patient relationship.
The information provided is not a substitute for personal medical advice; always consult your healthcare provider.
Some treatments may be complementary, experimental, or not universally accepted; individual results may vary.
The Clinic is not liable for indirect or consequential losses, including travel, accommodation, or other incidental costs.
These Terms & Conditions are governed by the laws of England and Wales, with any disputes subject to the exclusive jurisdiction of the English courts.

7. Product Sales Policy

All products purchased are NON-REFUNDABLE, except where required by UK law.
Products must be used according to instructions; the Clinic is not responsible for misuse or consequences arising from incorrect use.
Products are not intended to diagnose, treat, or cure, or prevent disease. Always consult a healthcare provider before use.

8. Complaints Handling Policy

Concerns should be raised promptly and in writing to the Clinic.
Complaints will be acknowledged, investigated, and responded to professionally and in a timely manner.
There is a two-stage process:
- Stage 1– Local Resolution: Addressed by Clinic management or the treating practitioner with a written response.
- Stage 2 – Independent Review: if unresolved, complaints may be escalated to an Independent Complaints Service (e.g. ISCAS).
Complaints may be made by the patient or a representative with the patient’s consent.
Anonymous complaints will be investigated, but details of the outcomes cannot be provided.
Records of complaints will be maintained to allow learning and improvement.

9. Terms of Business – Surgical Procedures

Qualified, indemnified clinicians perform surgical procedures.
Attendance at a consultation is mandatory to determine suitability and provide pre-operative advice.
The Clinic reserves the right to refuse treatment if the doctor deems it not in your best interest.
Deposits and consultation fees are NON-REFUNDABLE. Full procedure fees are payable before treatment. Appointments can be rescheduled up to two times, provided you give a minimum of 48 hours’ notice before the appointment time.
Cancellation and postponement fees depend on the timing of your notice; please kindly refer to Section 2 for full details.
Revision or re-admission may be offered at the clinician’s discretion under specific conditions.

10. Terms of Business – Non-Surgical Procedures

Non-surgical consultations, treatments, and minor procedures require in-person clinical assessment.
Self-pay patients must pay deposits and full fees before treatment.
Deposits are NON-REFUNDABLE. Full procedure fees are payable before treatment. Appointments can be rescheduled up to two times, provided you give a minimum of 48 hours’ notice before the appointment time.
Non-surgical treatments may be declined if clinically unsuitable, in which case only the consultation fee applies.
Patients must follow pre- and post-treatment instructions. Failure may reduce effectiveness or result in cancellation without refund.

11. Data Protection & Confidentiality

The Clinic complies with GDPR and the Data Protection Act 2018.
Patient data is kept confidential, only shared as necessary for care, and will not be disclosed without consent, except where required by law.

12. Governing Law

These Terms & Conditions are governed by the laws of England and Wales, with any disputes subject to the exclusive jurisdiction of the English courts.