Terms & Conditions

Important Notice

While House of Aesthetics London Ltd strives to provide accurate product and pricing information, pricing or typographical errors may occur during website upgrades, emails & maintenance. In the event that an item is listed at an incorrect price or with incorrect information due to an error in pricing or product information, House of Aesthetics London Ltd shall have the right, at our sole discretion, to refuse or cancel any orders placed for that item. In the event that an item is mispriced, House of Aesthetics London Ltd may, at our discretion, either contact you for instructions or cancel your order and notify you of such cancellation.

Set out below are some of the terms on which House of Aesthetics London Ltd provides service to its clients. Please ensure that you have read and fully understood them prior to booking any treatment.

Cancellation Policy

A session will be redeemed or a charge will be applicable for clients who do not provide 48 hours’ notice. Depending on whether you are on a course of treatments or purchasing a single session:

If you give at least 48 hours’ notice of cancellation no penalty will be incurred.
If you cancel less than 48 hours before your appointment or do not show up for your booked appointment, then you will lose that session.

Refund Policy

House of Aesthetics London Ltd does not offer refunds for treatment received. However, if you change your mind within 14 days of purchasing a course of treatment if no sessions have been redeemed, you are entitled to a full refund. If for any medical reason you are advised not to continue with your course of treatments, please obtain a medical report from your doctor. If you have used any sessions, then this will be deducted from your refund value as a pay-as-you-go cost. Due to clients’ safety, we are unable to offer refunds on retail products purchased. House of Aesthetics London Ltd cannot be held responsible for any unknown side effects that may occur as a result of having laser treatments. Non-attended appointments not cancelled within terms will count as a treatment used.

If you wish to amend your package or request a refund, House of Aesthetics London Ltd can help to assist within the first 14 days of purchase.

Complaints

• Complaints Procedure

At House of Aesthetics London Ltd, we pride ourselves in delivering outstanding professional customer service to all our clients. We treat all our clients with the utmost care, compassion, and respect, however, there may be times when the service that you have received does not meet the high standards that we aim to deliver.

Should this happen, the most effective way to resolve any concern is by letting the Clinic Manager or Practitioner know immediately after the service or treatment that you have received. They will listen to your concern and aim to resolve your complaint efficiently and effectively. You can also contact us via phone on 020 8290 0099 or via email info@houseofaestheticslondon.com

You should normally make your complaint within six months of the incident you are concerned about. House of Aesthetics London Ltd may be willing to investigate complaints after this time where there is a realistic opportunity of conducting a fair and effective investigation and if you have a good reason as to why you could not act sooner.

• Complaints Process & Timeline

If you wish to voice your complaint, you can do so in person at the clinic, by phone, or via email: info@houseofaestheticslondon.com
Your complaint will be acknowledged within 48 hours in person, by phone, or email depending on the way you have decided to bring it to our attention.
After it has been acknowledged, it will be passed to the relevant member of the Management Team depending on the nature of the complaint (Clinic Manager or Company Trainer) which they will investigate and contact you within 2-5 working days to discuss further and provide a resolution.
In the event you are not satisfied with the outcome, please escalate it by sending us an email to: info@houseofaestheticslondon.com which at the escalation stage will be passed to Senior Management. They will review your complaint and resolution provided, then will contact you within 2-5 working days with a final outcome. Should the investigation take longer than this the complaint will be updated every 7 working days.

Clinic Transfer Policy

Please note we cannot transfer treatments from clinic to clinic due to treatment records, and clients must continue and finish their course at the chosen/paid clinic.

If you wish to transfer, it must be a new treatment or course.

COVID Update on Refunds

Any refund requests will need to be notified to the clinic within the first 14 days of purchasing.

Due to the pandemic over the last year, House of Aesthetics London Ltd is not able to refund for anyone who is relocating. We are able to transfer your remaining package to a friend or family member.

We are not able to issue any refund for finance taken from Omniport (unless within the cooling off period of 14 days).

Refunds are only able to be issued on the basis of a medical condition with a doctor’s document provided. We do not consider pregnancy as a medical condition.

We will only be able to issue a refund on long-term medical conditions, as all our packages do not have an expiry date, so you are able to use them at any time in the future.

Please contact your assigned clinic for a refund request. Your refund will be acknowledged within 72 hours and will only be issued once we have received the medical document, which will be confirmed by a member of our team.

House of Aesthetics London Ltd will do our utmost to assist and help you within your journey going forward.

Medical and Physical Conditions

Please notify us before booking your treatments if you have high blood pressure, special physical concerns, diabetes, if you are pregnant, or have a history of skin pigmentation.

Payment Policy

Correct payment must be received before treatments start at each booked appointment. This is generally in full or can be made via our finance option. If you refuse to pay in advance, we have the right to refuse to treat you. Instalments must be paid at correct intervals as agreed by the clinic. If undertaking our finance option, a deposit of 20% must be taken prior to the commencement of treatment.

Practitioners

While we will make every effort to meet your request, we cannot guarantee a specific practitioner or a practitioner of a specific gender. All practitioners are trained in all undertaken treatments and protocols to ensure your comfort and treatment efficacy at all times.

Make Up

Please be advised that make-up, deodorant, perfume, and oil-based products must be removed prior to treatments. Practitioners will cleanse the area; however, we cannot be held responsible for any visual product that may lay dormant in the skin pores, which can cause an adverse reaction.

Liability Policy

House of Aesthetics London Ltd will not be liable in contract, tort, or otherwise for any economic loss (including, without limitation, loss of profit), or for any other special, indirect, or consequential loss or damage arising out of, or in connection with, its provision of any goods and/or services to the client. Your statutory rights will be protected.

It is the client’s responsibility to ensure that they provide us with all relevant medical details prior to each treatment. We will not be liable for any damage that occurs as a result of the client’s failure to disclose such details.

The client agrees to comply with all instructions and/or recommendations given to them by, or on behalf of, House of Aesthetics London Ltd regarding the care of a treated area.

Machine Maintenance Policy

n the event of machine maintenance, we will need to reschedule your appointment and will aim to notify you at the earliest opportunity. This is to ensure we maintain a continuous high level of service.

£50 Voucher Newsletter Sign Up

Not redeemable against retail products, discounted treatments and cannot be used in conjunction with any other offers. Voucher to be collected in store by 31/12/23 and used by 31/03/24. No cash value. Credit must be used in full as no change can be given or carried forwards.

Friend Referral Policy

Referrer must be an existing client of House of Aesthetics London Ltd
Credit is valid for 12 months
Credit is only valid once the new client purchases their first treatment. Minimum spend is £200
There is no maximum number of friends you can refer
Credit cannot be redeemed against retail products or injectables
No cash alternative can be offered
£50 credit must be used in full. No change can be given or carried forwards
Refer a friend digital card must be shown in clinic to redeem
Cannot be used in conjunction with any other offers

Skin Subscription

Full details of our skin subscription policy & terms and conditions can be found here – http://houseofaestheticslondon.com/subscription-terms-conditions/

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