Terms + Conditions

All treatments are subject to an appropriate consultation and suitability assessment. Booking an appointment does not guarantee that a particular treatment will be provided.

Please provide accurate and complete information about your health, medical history, medication, allergies, previous treatments and anything else relevant to your care. Tell us about any changes before your appointment.

We may recommend an alternative, postpone treatment or decline to treat where this is clinically appropriate or necessary for your safety. We will explain our decision and any suitable next steps.

Any consultation fee, including whether it is redeemable against treatment, will be explained before booking.

Before treatment, we will explain the proposed procedure, expected benefits, relevant risks, possible complications, alternatives, likely recovery and costs.

You will have an opportunity to ask questions and sufficient time to make an informed decision without pressure.

You may decline treatment or withdraw consent at any time. Accepting these terms or paying a deposit does not constitute consent to treatment.

If you withdraw consent after treatment has started, we will stop as safely as possible. Any amount payable will reflect services already provided and any other fair, previously disclosed charges.

Signing a consent form does not waive your legal rights or release us from responsibility for negligent care.

Where treatment requires a prescription-only medicine, Frances Riley will undertake the necessary prescribing consultation and clinical assessment and determine whether prescribing is appropriate.

For elective non-surgical cosmetic procedures involving prescription medicines, this includes a face-to-face consultation and a documented clinical assessment before prescribing.

A consultation does not guarantee a prescription or treatment. Medicines will only be prescribed and administered where clinically appropriate.

A £25 booking deposit is required to secure your appointment. This is credited towards the agreed treatment or consultation price, with the remaining balance payable at your appointment.

Where the total appointment price is less than £25, the advance payment will not exceed that price.

Prices, consultation fees and the required payment will be confirmed before you commit to a booking. Your booking confirmation will confirm the appointment details.

We will obtain your agreement before providing additional chargeable services. Changes to our published prices will not alter an already agreed booking price without your agreement.

Deposits are subject to the cancellation and refund provisions below and are not automatically non-refundable.

We kindly request as much notice as possible if you need to cancel or rearrange your appointment, and ask that you give at least 24 hours’ notice before your scheduled appointment time.

To cancel or rearrange, please:

• Email sorelleaestheticscornwall@gmail.com; or

• Call or send a text message to 07533 123760.

If we cannot answer your call, please leave a voicemail or send a text or email. Please do not rely on social media messages to cancel an appointment.

Notice is calculated backwards from your scheduled appointment time. Emails, texts and voicemails received through these channels are timed when received, including outside opening hours.

With at least 24 hours’ notice

No cancellation charge will apply. Your deposit will be refunded or transferred to a rearranged appointment, as you prefer.

With less than 24 hours’ notice, or if you do not attend

We reserve the right to request a cancellation charge of up to 50% of the agreed price of the booked treatment or consultation, subject to the safeguards below.

This is a maximum, not an automatic charge. Any amount requested will be limited to the reasonable net loss directly caused by your cancellation or non-attendance.

We will consider costs already incurred, lost net profit, costs saved because treatment did not take place and whether we can refill the appointment. We will take reasonable steps to reduce our loss.

If the appointment is refilled, the charge will be reduced or waived to reflect any loss avoided.

Your £25 deposit counts towards any cancellation charge; it is not added on top. If the fair cancellation charge exceeds the deposit, we may request the difference, subject to the overall 50% maximum. If it is less than the deposit, we will refund the balance.

We will explain how any charge has been calculated on request. Exceptional circumstances, including sudden illness or emergencies, will be considered individually.

This policy does not override statutory cancellation or refund rights.

Please arrive on time to allow sufficient time for your consultation, consent discussions and treatment.

If you arrive 15 minutes or more after your scheduled appointment time, we may be unable to proceed and may need to rearrange your appointment.

We will not shorten essential assessments, consent discussions or treatment steps in a way that compromises safe care.

Where your late arrival means the appointment cannot proceed, a cancellation charge of up to 50% of the agreed appointment price may apply. This is subject to the same assessment of actual net loss, deposit allowance and safeguards described in section 6.

Please contact us as soon as possible if you expect to be delayed. We will consider the circumstances before deciding whether a charge is appropriate.

If we need to cancel or rearrange your appointment, we will contact you as soon as reasonably possible.

You may choose another suitable appointment or a refund of payments made for the service we cannot provide. We will not charge a cancellation fee for a change we initiate.

If treatment is found to be clinically unsuitable, payments for treatment not provided will be refunded, less any separately agreed fee for a consultation already completed.

These provisions do not limit any further legal rights you may have.

Please follow the preparation and aftercare instructions provided for your treatment. Contact us if you are unsure about any instruction.

Tell us promptly about any reaction, change in health or concern that could affect your treatment or recovery.

Not following advice may affect your outcome or increase the risk of complications. It does not automatically remove our responsibilities or your legal rights.

Results, recovery times and the number of treatments required vary between individuals. We will discuss realistic expectations and relevant limitations during your consultation.

We cannot guarantee a particular result. Photographs and examples illustrate individual outcomes and do not promise an identical result.

Any further treatment requires assessment. We will explain any additional costs and obtain your agreement before proceeding.

This section does not limit your rights where services have not been provided with reasonable care and skill or as agreed.

We will explain any recommended follow-up, its timing and whether it is included in your treatment price.

Treatment-specific aftercare information will include appropriate contact arrangements. Please contact 07533 123760 promptly if you have concerns following treatment.

We do not guarantee an immediate response through routine telephone, email or social media channels. If you cannot reach us and need urgent advice, seek appropriate urgent medical assistance. In a medical emergency, call 999.

Do not delay urgent medical care while waiting for a response from the clinic.

We handle personal information and clinical records confidentially and in accordance with applicable data protection law.

We use Aesthetic Nurse Software (ANS) to manage bookings, medical histories, consultation notes, consent forms and clinical photographs electronically.

We use information as necessary to assess treatment suitability, provide care, maintain clinical records and administer our services. Information may be shared with relevant healthcare professionals, service providers, insurers or authorities where necessary and lawful.

We retain records for appropriate periods, taking account of clinical needs, applicable legal requirements, professional guidance and insurance obligations.

Where clinical photographs are proposed, we will explain their purpose and how they will be stored and used. Separate, optional consent will be requested before identifiable photographs or information are used for marketing, social media or promotional purposes. Refusing promotional consent will not affect your care.

Further details about how we use personal information, retention arrangements and your rights are provided in our separate Privacy Notice. You can contact us about your information at sorelleaestheticscornwall@gmail.com.

If you are unhappy with any aspect of your care or service, please contact Frances Riley or Harriet Watson:

Email: sorelleaestheticscornwall@gmail.com
Telephone: 07533 123760
Post: Sorelle Aesthetics Cornwall, 3 Bell Lane, Bodmin, Cornwall, PL31 2JL

We will acknowledge your complaint, explain our complaints process and investigate fairly. Our full complaints procedure is available on request.

Raising a concern will not adversely affect your care. Where appropriate, we will discuss arrangements to support continuity of care while your complaint is considered.

If a complaint remains unresolved, we will provide information about any relevant alternative dispute-resolution service and explain whether we are required or willing to participate.

You may also raise appropriate concerns with a practitioner’s professional regulator. This does not prevent you from exercising your legal rights.

We will provide services with reasonable care and skill.

Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any liability that cannot lawfully be excluded or limited.

These terms do not restrict your statutory rights concerning services or products, including applicable rights to repeat performance, a price reduction, a refund or compensation.

Some bookings made online, by telephone or away from our premises carry statutory cancellation rights. Whether these apply depends on the service and the circumstances of the booking.

Where applicable, we will provide the required cancellation information before you book, including how to exercise your statutory right to cancel.

If you request that a service starts within a statutory cancellation period, we will obtain any express request and acknowledgement required by law. Any payment for services provided during that period will be calculated in accordance with applicable legal requirements.

Our 24-hour cancellation policy does not replace or reduce statutory cancellation rights.

The terms supplied when you book apply to that booking, unless a change is agreed with you or required by law.

Updated terms will be published on our website for future bookings.

These terms are governed by the law of England and Wales. Any mandatory consumer protections that apply in your country of residence remain unaffected.

Nothing in these terms prevents you from bringing proceedings in any court available to you under applicable consumer law.