For medical reasons, we are unable to treat those who:

• Have had or are planning to have a coronavirus vaccination within the two weeks before and three weeks after scheduled treatments

• Have severe active acne in the treatment area and/or those using steroids, chemical peels or retinol in the two weeks prior to appointment

• Have an active cold sore/oral herpes on the day of treatment

• Have been on antibiotics in the past two weeks for facial/oral infection

• are immune-compromised and/or unwell on the day of the appointment- flu/cold/virus (to prevent complications)

• Undergoing or have received chemotherapy in the last six months or on any autoimmune medication. Autoimmune medication must be stopped six months prior with a doctor's note

• We feel you are not ready or suitable for treatment

It is important to note that it might take multiple treatments to achieve your desired result. Although it may be expensive to build initially, maintaining results are easy once you get there. Regardless, you shouldn't begin a journey until you're ready to commit, dermal fillers are temporary and require upkeep once or twice a year. This is paramount to consider before booking.

• You are able to re-schedule your appointment up to 48 HOURS before your scheduled appointment. Failure to do so within this 48 HOUR period will result in loss of your booking fee. Your appointment can be rescheduled once only. Further reschedules require a new booking entirely and your booking fee will be lost. 

• All clients must be 18 years old at the time of treatment. It is a legal requirement that we see a Valid ID prior to treatment. If you are not able to provide ID when asked we will not be able proceed with treatment and you will lose your booking fee.

• We are un-insured to treat with children on the premises. If you arrive with anyone under the age of 10, sadly we will not be able to proceed with treatment and you will lose your booking fee.

• We cannot guarantee that we will be able to see if you arrive more than 5 minutes late to your booking. You may be refused by the clinic and may lose your booking fee.

• We cannot accept bookings made on behalf of someone else. We are not able to transfer bookings or booking fees to another individual.

• In the event a clinic is re-arranged or cancelled by Kelly Peel Aesthetics that Kelly Peel Aesthetics will not reimburse travel, nor cover further expenses that may be incurred as a result. Please consider this, especially if you are travelling from abroad.

• Booking fees are NON-REFUNDABLE under ANY CIRCUMSTANCES. 

• I acknowledge that my deposit payment is a booking fee in exchange for an allocated and reserved time slot of my choice, otherwise known as ‘a service’. I confirm that I have personally registered my details and reserved a time allocation that I am committed to. Should my circumstances change, and I am no longer able to attend my booking I accept full liability and thus forfeit my booking payment to the company Kelly Peel Aesthetics. 

• I understand that any attempts to withdraw this payment will result in legal action being taken against me. I understand that evidence of my acknowledgement will be provided to my bank institution representatives.

By proceeding with my booking I confirm that I understand and agree to the following terms and conditions…

• I understand that a request by the cardholder to the bank for a refund of the fees will result in an automatic denial of the claim.

• All clients must be 18 years old at the time of treatment.

• In the event a clinic is re-arranged or cancelled by Kelly Peel Aesthetics that Kelly Peel Aesthetics will not reimburse travel nor cover further expenses that may be incurred as a result.

• If you are not able to provide ID when asked we will not proceed with treatment and you will lose your booking fee.

• We do not allow children on the premises. If you arrive with anyone under the age of 10 we will not proceed with treatment and you will lose your booking fee.

• We are not able to treat you if you have arrived more than 5 minutes late to your booking. You may be refused by the clinic and will lose your booking fee.

• We are not able to treat those who are medically unfit for treatment. For a list of exclusions please see WEBSITE.

• We cannot accept bookings made on behalf of someone else. We are not able to transfer bookings or booking fees to another individual.

• Booking fees are NON-REFUNDABLE under ANY CIRCUMSTANCES

• If you wish to reschedule your booking you must give a minimum of 48 hours’ notice otherwise you will lose your booking fee.

• I understand that I am unable to publish or discuss any negative content in relation to Kelly Peel Aesthetics on the internet via social media or other. Failure to comply with this will result in court proceedings.

Whilst we fully appreciate that it is sometimes out of your control, please understand that we are very clear on our policies regarding booking fees and lateness. We make these policies very clear on our terms and conditions, which all patients must accept prior to booking.

We are a kind company, and if we can accommodate your booking safely, then we will do. 

However, under no circumstances will we be pressured into treating late comers if we are rushed, short of time, or if it will cause a disruption to remaining patients or the rest of the day. 

Please understand that we are a professional business, and these treatments take time and precision. It is therefore at the clinic’s discretion as to whether it is safe and professional to go ahead in the time frame available. 

In the event you are able to be seen, you will unfortunately lose your booking fee and you will be required to make a new booking. We therefore urge you to set off early and make travel /parking arrangements prior to your visit. 

All decisions are made in the best interests of our patient and whilst we appreciate are policies are strict, they are a last case scenario.

Thank you for your understanding.

In the unlikely event that you are not completely satisfied, we have our own Complaints Policy to ensure all complaints are handled as efficiently and effectively as possible.

As a customer of ours, you are entitled to make a complaint to us. The following outlines our policy and procedures for the handling of verbal and written complaints.

Summary: We want to resolve your complaints as soon as possible. Please contact us as soon as you can in order to resolve any problems you may be having with the service, as soon as possible.

 Our Responsibilities:

• To provide an efficient, fair and structured mechanism for handling complaints.

• To provide our customers with access to the complaints handling process, including those customers with disabilities and special needs.

• To keep customers informed as to the progress of their complaint and the expected timeframe for resolution.

• Quarterly to review our complaints so that we can improve our standard of customer service.

Handling Your Complaint:

• Upon receiving a complaint, we will acknowledge your matter via telephone or in writing within 5 working business days.

• We will keep you informed of the progress of your complaint, proposed actions and the expected timeframe for resolution.

• Our aim is to resolve complaints in a timely manner, and we will generally aim to resolve a matter within 14 calendar days

• Complex complaints may take longer than this to resolve. In these cases, we will regularly update you on the progress and likely timeframe for resolution.

• We will advise you of the outcome of your complaint. Where you have requested us to do so, we will advise you in writing.

Step One:

If you have a complaint regarding any aspect of our service, we urge you to get in touch via phone or email in the first instance. Our objective is to resolve the vast majority of enquiries or complaints during your first contact with us.

Email kellypeel@me.com

Step Two:

After a complaint is made, if it is not immediately resolved, we may need to investigate it. This process may take 7 business days, or longer (in which case we will update you with a reason for the delay and the expected timeframe).

Step Three: 

When your complaint is resolved, we will confirm this with you within 7 business days.