Terms & Conditions
Appointment Cancellation Policy
We require 48 hours’ notice of an appointment cancellation (for both treatment and consultation appointment slots).
Treatment Appointment Slots
We will ask you for a deposit to be paid at the point of booking. See prices for latest fees. This can be paid via debit/credit card over the phone (or in SkinViva clinic reception), or cash submitted to the SkinViva HQ Clinic reception. Unfortunately we do not accept cheques. If you are unable to pay this when you first book, the appointment slot will be held for you for 24 hours, after which time it can be taken by other clients.
You can put the deposit towards the cost of your treatment at your appointment. If you decide not to go ahead with treatment at your appointment, the deposit will be refunded to you upon request. This can take up to 10 working days to be credited back to your card.
If you need to cancel or rearrange your appointment slot, the deposit can be refunded upon request as long as you give us 48 hours’ notice.
Consultation Appointment Slots
Consultations at SkinViva are free. Consultation appointment slots are standalone appointments (usually 20 minutes) in which the client and the clinician discuss treatment but none is carried out.
We do, however, take a deposit at the point of booking consultation appointment slots. This can be paid via debit/credit card over the phone (or in SkinViva clinic reception), or cash submitted to the SkinViva HQ Clinic reception. Unfortunately we do not accept cheques. If you are unable to pay this when you first book, the appointment slot will be held for you for 24 hours, after which time it can be taken by other clients.
The consultation deposit is then refunded to you upon request as long as you attend your appointment. This can take up to 10 working days to be credited back to your card.
If you need to cancel or rearrange your appointment slot, the deposit can be refunded upon request as long as you give us 48 hours’ notice.
You can also keep the deposit on your account with us as credit towards future treatments.
Following your consultation, if you would like to book a treatment appointment slot, we will ask you for a further deposit to make the deposit up to the consultation plus treatment deposit value. All the above rules will then apply re ‘Treatment Appointment Slots’.
The above policy does not apply to SkinViva Training model appointment slots which are subject to their own terms and conditions.
Refusal of Treatments
We reserve the right to refuse treatment where our clinicians deem it inappropriate for any reason and the clinician’s decision is final in this regard.
Please note that we do not provide treatments for anyone aged under 18 years.
Act of God
SkinViva Ltd does not issue refunds for Acts of God. An Act of God is defined as an event outside of human control such as sudden floods, earthquakes or other natural disasters, for which no one can be held responsible. This also includes weather-related issues such as snow, ice, floods etc.
If SkinViva Ltd chooses to cancel a clinic due to an Act of God then it is not liable for any loss resulting to the customer as a result of this cancelled clinic. SkinViva Ltd will make all reasonable effort to replace a cancelled clinic by arranging an alternative date but this cannot be guaranteed. Where the majority of customers for that clinic have been affected, this will be made free of additional charge.
Complaints
SkinViva takes pride in the quality of its service and as such will try to resolve any complaints as quickly as possible.
Complaints about any aspect of SkinViva should be made in writing by emailing contact@skinviva.com or by writing to SkinViva, St Johns Court, 19B Quay Street, Manchester, M3 3HN. Complaints received in writing will be acknowledged by return email or letter within one week of receipt.
Complaints Policy
View our full policy with information about how to get in touch
Children
Our clinic has not been designed with children in mind, so we would prefer that you do not bring children to your appointment. However, if it cannot be avoided, please bring another responsible adult along with you to look after any children aged 12 or under.
Children are not allowed in clinic rooms at all, and cannot be left alone in any other areas of the clinic. Thank you for your understanding.
Consenting to Treatment
Following your consultation and prior to treatment being undertaken, you will be asked to read and sign a consent form.
This form is not just a formality – it’s a record of you deciding to proceed with a procedure having considered the potential positive and negative outcomes and medical risks listed on the form and the impact they may have on your wellbeing.
Please feel free to consult this prior to your visit. The forms can be downloaded here:
Considering Treatment?
Download our free guide telling you everything you need to know.
Refunds Policy
As explained on our consent form, clients will be expected to pay for additional treatment if the original treatment does not achieve the desired look. Results cannot be guaranteed and the treatment of side effects and complications is included in the cost of the procedure. Therefore no refunds can be given due to any of the above occurring.