TERMS AND CONDITIONS

Appointment Policies

Appointment Booking

Appointments made through our online booking platform will automatically include a booking fee as follows:

    • Full payment in advance for consultations (including consultation with Hydrafacial)
    • £100 for all treatments except chemical peelS
    • £50 for chemical peels

For appointments booked via phone or email, a secure payment link will be provided in the confirmation email to collect the booking fee.

Confirmation of an appointment requires successful payment of the booking fee, which will be held on the patient’s account until their appointment. At the appointment, any remaining balance can be settled.

Appointments may be cancelled if the booking fee is not paid before the appointment.

 

Cancellation and Rescheduling

Patients must provide at least 24 hours notice for cancellations or rescheduling. The booking fee can be refunded or retained for future use if done within this timeframe.

We will accommodate one late cancellation, late rescheduling, or missed appointment for a consultation or procedure. After this, we reserve the right to retain 100% of the original booking fee amount.

Repeated late cancellations, rescheduling or missed appointments will result in forfeiture of the booking fee and additional charges for subsequent bookings.

 

Late Arrivals

Late arrivals may result in shortened treatment times. With prior notification of lateness, rescheduling options may be available, retaining the booking fee.

Arriving more than 15 minutes late without prior notice may result in forfeiture of the booking fee and require rebooking at an additional cost.

 

Consultations

Consultations are mandatory for various treatments, including anti-wrinkle, dermal/lip fillers, microneedling, skin boosters, chemical peels, Morpheus 8, Lumecca IPL, Forma radiofrequency, and PRP treatments.

While consultations are not mandatory for Hydrafacials, patients who are pregnant or have allergies to honey, shellfish, or aspirin may not be eligible for the treatment.

Patients undergoing anti-wrinkle treatments or Profhilo may opt for a consultation-only appointment or a combined consultation and treatment on the same day. However, same-day treatment availability is not guaranteed. Treatment can only be conducted on the same day if the clinician feels it is ethical, safe and medically suitable.

Due to specific pre-treatment guidelines aimed at minimising complications and enhancing results, the following treatments cannot be administered on the same day as the consultation:

      • Dermal/lip fillers
      • Microneedling
      • Morpheus 8
      • Forma Radiofrequency
      • Lumecca IPL
      • Polynucleotides
      • Redensity One Skin booster
      • Chemical peels

Illness

For your safety and that of others, we kindly ask that you refrain from visiting the clinic if you feel unwell. If you have any doubts, please don’t hesitate to call us to discuss your situation.

It’s important to note that many treatments cannot be performed if you are unwell, including cases of colds, cold sores/shingles, or local skin infections.

 

Review Appointments

Botulinum Toxin

We offer routine review appointments following first-time treatment with Botulinum toxin type A (Botox®). Except in exceptional circumstances, these appointments will not be offered sooner than 14 days (two weeks) from the date of initial treatment and must be completed by 28 days (4 weeks). After this time, no “top-up” treatment will be administered.

For medical procedures using Botulinum toxin type A (Botox®) in the Masseter muscle, medical review appointments will not be offered sooner than 28 days (4 weeks) following the procedure appointment, except in exceptional circumstances, and must be completed within 35 days (5 weeks) from the procedure appointment. After this time, no “top-up” treatment will be administered.

Failure to attend a medical review appointment within the specified timeframes may result in the practitioners being unable to review the previously undertaken medical procedures. These timeframes are established based on current medical evidence and are primarily for patient safety.

Dermal Fillers

Dermal filler review appointments are typically arranged no less than six weeks after the initial treatment. This timeframe allows for the resolution of any swelling or bruising and for the dermal filler product to settle. It’s essential to recognise that many dermal filler procedures are carried out progressively to achieve a natural appearance while minimising the amount of product used.

Morpheus 8

Morpheus 8 treatments are assessed six months after completing a course of treatments. At this point, ongoing or maintenance treatments can be arranged. However, it’s essential to understand that results will continue to improve for up to a year or more.

 

Other treatments may not always necessitate a routine review, yet you are entitled to one complimentary review per treatment within a reasonable timeframe. Subsequent reviews will incur an additional charge. If your scheduled review is missed, further reviews will be subject to additional costs.

If there are any concerns regarding the outcome of any medical treatments, patients can contact the clinic to arrange a medical review appointment.

Treatment Procedures

At Dr Rachel Tunney Skin & Aesthetics, we offer a range of treatments and services which are provided subject to consultation:

Botulinum Toxin injections: Used to address upper and lower face rhytids, masseter hypertrophy, and axillary hyperhidrosis. Prescirption-only medicine can be dispensed only following a consultation where deemed appropriate.

Hyaluronic acid dermal filler injections and dissolving: Administered via needle or cannula to replace volume or create structure or symmetry after discussing risks, benefits, and alternatives.

Injectable skin boosters such as Profhilo, Redensity One, Polynucleotides, and PRP are utilised to enhance skin hydration and stimulate collagen production.

Radiofrequency treatments: Utilising Morpheus 8 (with microneedling) or Forma (without microneedling) to enhance skin quality, texture, and tightness. Results vary; adherence to before and aftercare advice is essential.

Chemical peels: Gentle exfoliation to improve acne, scarring, pigmentation, and fine lines.

SkinPen Precision microneedling: Stimulates collagen production and addresses scars, enlarged pores, and dyschromia. Adherence to aftercare advice is crucial.

Lumecca Intense Pulsed Light (IPL): Effective for pigmentation, vascular lesions, and skin rejuvenation. Pre-treatment precautions apply.

Hydrafacial: Non-invasive facial treatment suitable for various skin types and concerns. Not recommended during early pregnancy or under certain medical care. Additions to treatment include lymphatic drainage massage, superficial chemical peel, dermaplaning and LED light therapy.

LED light treatment: Targets specific skin layers using Dermalux Flex device with tri-wave LED light.

Skincare advice: Tailored recommendations to optimise at-home routines. Patients under 15 cannot be seen in clinic.

Additional treatment details, pre-care instructions, and post-treatment guidance will be provided during consultations and after procedures.

Unless otherwise stated, treatment costs include all consumables, including numbing where required.

 

Payment Policies

The clinic welcomes payment via all major credit/debit cards, including American Express and cash. However, card payments are preferred for convenience and safety reasons, as the clinic does not keep cash on-site and cannot provide change. In exceptional cases, arrangements for bank transfers can be made upon request.

We prioritise excellence, providing factual, honest, and ethical advice, and conduct medical procedures in a regulated, inspected clinical setting, ensuring safety.

At Dr Rachel Tunney Skin & Aesthetics, fees are charged for providing medical procedures and accompanying services, encompassing;

      • Medical consultation,
      • Clinical assessment,
      • Information provision,
      • Advice on safe procedures with clinically approved products,
      • Post-treatment medical review appointments,
      • Appropriate aftercare advice and support.

Our team consists of fully trained, fully insured experts in aesthetic/injectable medicine, using industry-leading, evidence-based, clinically approved products or devices.

Before any treatment is undertaken, you will be advised of the full costs of any treatment plan proposed and agreed upon, including that of any maintenance treatment.

While we strive for optimal results, individual outcomes cannot be guaranteed, and under no circumstances can refunds be offered, including if results fail to meet expectations.

Patients are advised on treatment and aftercare compliance, with risks and benefits explained thoroughly during consultations. Dr Rachel Tunney Skin & Aesthetics does not accept liability or offer refunds for non-compliance to advised treatment and aftercare, including failure to attend review appointments.

We offer a 30-day return policy for products purchased in our clinic if they are unopened and unused. For products purchased via Get Harley, complaints or returns must be actioned through their concierge team, available on Whatsapp or email.

Booking fees are collected for each appointment to safeguard against missed appointments and the associated costs incurred as a business. Information about booking fees can be found under Appointment Policies.

Courses and Packages

For planned courses of treatments, patients are responsible for scheduling and booking all appointments accordingly. In the event of rescheduling, please note that this may impact the schedule of any remaining appointments in the treatment course.

Our treatment packages are valid for 12 months from the date of purchase unless an alternative timeframe is discussed and agreed upon with the patient and practitioner.

All treatments included in the package must be utilised within this timeframe; otherwise, they may be forfeited.

Unused or partially used treatment packages are non-refundable unless the practitioner deems the patient medically unsuitable to continue treatment. In such cases, the remaining value of your package can be applied to an alternative treatment, or the balance will be calculated based on the number of single treatments received, and the remaining amount can be refunded.

Treatment packages are non-transferable to products.

 

Medical History and Consent

Before discussing treatment options, gathering a comprehensive medical history is crucial. This is vital for ensuring your safety and optimising treatment outcomes while minimising potential adverse effects.

Your medical history must be updated every six months or before each new treatment.

Please inform your practitioner of any updates to your medical history, such as recent illnesses, new medications (prescription or over-the-counter), or upcoming surgeries or procedures. Neglecting to do so could affect the planned treatment, as well as your recovery and overall outcome.

Before proceeding with certain treatments, patients must engage in a comprehensive informed consent process.

This involves a detailed discussion between the patient and the practitioner regarding the proposed procedure, including its risks, benefits, alternatives, and expected outcomes.

Following this discussion, patients will receive a consent form to review and sign, affirming their understanding of the information provided and their agreement to undergo the planned treatment.

Additionally, patients can request copies of their consent forms for their records, ensuring transparency and accountability in their healthcare journey. This ensures that patients are fully informed participants in their care, empowering them to make educated decisions about their treatment journey.

 

Gift Vouchers

Gift vouchers hold no cash value and cannot be transferred.

Gift vouchers cannot be refunded once purchased.

Gift vouchers can be bought for specific treatments or with a designated value.

Gift vouchers remain valid strictly for 12 months from the date of purchase.

Gift vouchers are redeemable only in person at the clinic and cannot be used online or via Get Harley.

 

Confidentiality and Privacy

To secure an appointment, all patients are required to provide contact details, including address, telephone number, email and date of birth.

All patients must complete an online medical questionnaire before their initial appointment. This questionnaire will be resent every six months or before each new treatment (see Medical History and Consent for more information), with the link provided in confirmation and reminder emails.

All information provided will be treated as confidential and protected in accordance with Data Protection legislation. Patient information will not be shared with third parties without written permission, and you will not receive unsolicited information from us.

You can remove yourself from our mailing list at any time by unsubscribing. Your privacy and preferences are important to us.

We retain your medical information for a period of eight years following your last treatment, aligning with national standards.

 

Photography

Medical photography is a valuable tool for documenting treatment progress, evaluating outcomes, and facilitating clinical decision-making. It allows us to monitor changes in your skin condition or appearance over time and tailor your treatment plan accordingly.

All medical photographs taken during your consultation or treatment sessions are strictly confidential. They will be stored securely on our encrypted medical server and accessed only by authorised medical personnel directly involved in your care.

Your medical photographs will be retained for a period necessary to support your ongoing care and treatment.

We adhere to all relevant data protection regulations, including GDPR (General Data Protection Regulation), regarding the collection, storage, and use of medical photographs. Our commitment to patient privacy and confidentiality is paramount.

You have the right to request access to your medical photographs for personal review or to share them with other healthcare providers involved in your care. To request access, please contact our clinic administration.

Before capturing any medical photographs, we will obtain your explicit consent. This consent will be documented in your patient records and may be withdrawn at any time by notifying our clinic administration.

Medical photographs may be used only for educational, research, or training purposes under strict conditions that preserve patient anonymity. However, we cannot guarantee complete anonymity. Your identity will never be disclosed without your explicit consent.

Any use of your images for marketing, educational, or advertising purposes does not warrant compensation.

 

Children and Minors

As per our professional regulations, individuals under the age of 18 are not allowed in the clinic.

For treatments such as anti-wrinkle, dermal/lip filler, microneedling, radiofrequency, IPL or skin booster, patients must be at least 18 years old. Identification is required for those under 20.

For Hydrafacial, chemical peels, and skincare advice, the minimum age is 16.

 

Liability

Patients must disclose all pertinent medical information to the clinic before undergoing any treatment.

Failure to provide relevant medical details may result in the clinic not being held liable for any resulting damages or complications.

It is imperative for patients to openly communicate any relevant health concerns or conditions to ensure their safety and well-being throughout the treatment process.

By disclosing accurate medical information, patients contribute to developing an appropriate treatment plan tailored to their individual needs, minimising the risk of adverse outcomes.

 

Feedback

We greatly value all feedback, whether positive or negative, as it helps us continuously review and enhance the quality of our services. You can share your feedback with us verbally, via email, or through the links sent in our emails to Google or Save Face.

Periodically, we may also invite patients to provide more detailed feedback on their experiences with us. This additional insight allows us to better understand our patient’s needs and preferences, ultimately helping us to improve our services further and ensure your satisfaction. We appreciate your input, and thank you for taking the time to share your thoughts with us.

 

Complaints

Our goal is to provide exceptional service and address any concerns you may have promptly and effectively. If you feel that we have not met this standard and wish to file a complaint, we kindly ask you to contact the individual overseeing your matter by phone to discuss your concerns.

If you remain dissatisfied after speaking with the relevant person, please outline your complaint in writing and send it to:

Dr. Rachel Tunney

Director

Dr. Rachel Tunney Skin & Aesthetics

Studio 50, 50 Christchurch Road

Ringwood, BH24 1DW

Email: [email protected]

To help us address your complaint thoroughly, please include the following information and any relevant evidence:

    • A detailed explanation of your complaint and why you believe we did not meet our service standards
    • Proposed resolution or actions you would like us to take
    • Any specific details that could assist in resolving your complaint, such as names of advisors, dates and times of incidents, contact information used, and copies of relevant correspondence or documents.

Upon receiving your complaint, we will conduct a thorough investigation and provide you with a response within the following timeframes:

    • You will receive an acknowledgement of receipt within five working days.
    • A full response will be provided within 15 working days of the acknowledgement.

If we are unable to resolve the matter within the specified timeframe, we will inform you of the reasons for the delay and provide an estimated timeline for a full response.

If you are dissatisfied with our final written response and have exhausted our internal complaints procedure, you can escalate your complaint to the Cosmetic Redress Scheme.

To do so, please ensure that:

    • At least eight weeks have passed since you submitted your written complaint to us
    • The complaint is lodged within six months of our last communication with you regarding the matter.

The Cosmetic Redress Scheme is a government-approved scheme that mediates complaints between members and consumers. It is free to use, and you can find further information and guidance on their website. To file a complaint, please contact the Cosmetic Redress Scheme directly or visit their website to complete a Complaints Form.

Created: 15.07.2021

Updated: 23.09.2023

For any queries, please contact the clinic on 01425 543311 or [email protected].

EXCELLENT rating
Based on 74 reviews
I have a Hydrafacial Deluxe with Danielle, She is amazing! explained all the steps, very friendly. I've had a hydrafacial several times at another clinic, but I dare say that this time was the best I've done, my skin is hydrated, glowing. I had allergies on one side of my face, some acnes. and the next day almost everything was gone. I'm very happy with the result. thank you very much. Xx
Bruna Farina
23 May 2024
I would highly recommend Dr Rachel. She is very professional, kind and actually listens to your concerns. Also no pushing of any treatments until you’re 100% sure. See you again soon x
Rebecca Lowe
26 April 2024
I had a consultation and hydrafacial. Rachel was very thorough and professional in discussing a potential course of future treatment with absolutely no hard selling which was a breath of fresh air. Delighted to have found her practice and looking forward to further treatment.
Louise Stevenson
24 April 2024
Danielle carried out my facial treatment this week for the second time. Once again she was friendly and reassuring and remembered my requirements from the first session. She is extremely knowledgeable and happy to share her opinions regarding treatments and skin care routines which I found very helpful. She is efficient and confident when carrying out the procedure and I wouldn’t hesitate to recommend her to others.
Angela Wedgwood
21 April 2024
Really made me feel at ease and explained the process in great detail.
Jacqui East
7 April 2024
Rachel was extremely friendly and helpful when discussing my objectives and needs. She listened and advised how best to meet them.
J Head
6 April 2024
First class results! I'm delighted with my Botox treatment. Dr Rachel is very professional and I felt instantly at ease as it was my first visit. The consultation was very thorough, and Dr Rachel carefully listened to my skin concerns and what I was hoping to achieve. The results are very natural and subtle.
C P
28 March 2024
Very friendly and professional at the same time. Always willing to listen and shows interest in you and what you want out of each treatment.
Lisa Oakes
16 March 2024
A fantastic clinic with highly skilled and trained practitioners, wouldn’t go anywhere else!
Erica
15 March 2024