TERMS & CONDITIONS
INFORMATION
All patients are required to provide contact details; including full name, date of birth, telephone and email in order to secure an appointment.
All patients are required to create an account with Collums prior to attending their appointment.
All patients will complete a medical history form at their first appointment on their Collums account. This is necessary to inform the consultation and treatment planning process.
All information will be treated as confidential and protected in accordance with Data Protection legislation and GDPR Policies.
Patient information will not be shared with third parties without written permission and you will not receive unsolicited information from us.
You may choose to remove yourself from our mailing list at any time, by unsubscribing.
APPOINTMENTS
Treatment consultations with Dr Ed Robinson are £75 (£100 in London). This fee will be excluded from your total bill if you decide to go ahead with a treatment, or be deducted from your total bill should you come back for treatment at a later date.
Please provide as much notice as possible, if you need to cancel or reschedule your appointment, so that we may make best use of our appointment diary.
If an appointment is cancelled within 48 hours of the date, you will be subject to a charge of £50.
If you do not attend a booked appointment, and fail to advise us in advance regardless of reason, a charge equal to £50 will be made.
Please do NOT attend the clinic for an appointment if you are unwell. If you are unsure, please call and discuss. Many treatments are contraindicated if you are unwell; this includes cold sores or local skin infections.
Routine review appointments are offered after treatment with Botulinum Toxin as a courtesy. If you are unable to attend the review appointment at 2-4 weeks, no additional treatment or dose adjustment is provided once the review period of 2-4 weeks has passed.
Dr Ed Robinson reserves the right to refuse treatment if at time of consultation, patient is thought to be unsuitable, or it is not in their best interests to proceed.
CHILDREN
Dr Ed Robinson does not treat children or young adults under the age of 18.
Please do not bring children to the clinic unless they are old enough to be left unsupervised. Children will not be allowed to accompany you into the treatment rooms.
If you look young for your age, photo identification will be required (please take this as a compliment).
PAYMENT
You will be advised of the full costs of any treatment plan proposed and agreed, including that of any maintenance treatment, before any treatment is undertaken.
Payment is taken, in full at the time of treatment.
The clinic accepts cash, or major debit and credit cards in addition to Clearpay - allowing the cost of treatment to be spread over 6 weeks.
The clinic is partnered with PLIM Finance allowing larger expenditures to be financed using flexible options.
Skincare products can either be purchased in clinic or via GetHarley.
REFUNDS
Fees charged for treatment are for the delivery of a treatment and the accompanying service, which is inclusive of;
Consultation and assessment
Provision of information and advice
Safe treatment with evidence based products
Follow up appointments and aftercare advice and support as appropriate
COURSE REFUNDS
Whilst we undertake to provide excellent service; factual, honest and ethical advice, safe, expert treatment in experienced hands and only the best products, we cannot guarantee your results and cannot offer refunds if the results achieved fail to meet your expectations.
Dr Ed Robinson Aesthetics strives to make our treatment accessible to all clients which become even more affordable when clients decide to take advantage of our discounted pre-paid packages. Therefore, while refunds will be provided where required in accordance with the UK Consumer Law (for example if our service or product is faulty), we do not refund for change of mind or change of circumstance. We offer a ‘cooling’ off period of 14 days. We are confident you will be provided with the best treatment based on your initial consultation.
In circumstances when a client cannot continue treatment for any reason, they may redirect their prepaid package towards other treatments at Dr Ed Robinson Aesthetics or transfer to a nominated friend or family member.
Pre-paid packages and treatments are only refundable for medical reasons where it is not safe to continue due to contraindications. Approval will only be given upon receipt of a medical certificate. Any refund agreed is calculated by deducting the full list price of all treatments already taken, plus any charges for non-attendance, from the total price of the course of treatment, with the difference returned to you.
If a customer purchases a package or treatment online before coming to Dr Ed Robinson for a consultation, and a therapist subsequently concludes (based on a consultation) that the customer is unsuitable for treatment (e.g., due to medical history or hair type), Dr Ed Robinson Aesthetics agrees to refund the package purchase.
We also respectfully encourage all our customers to have realistic expectations of the results of a treatment. We encourage you to discuss expected results with your therapist before commencing a prepaid package with us.
FEEDBACK
Any feedback is much appreciated, both positive and negative. Feedback is used to review and improve quality of service. You may submit feedback verbally, via email, via Glowday, trustpilot or Google reviews.
COMPLAINTS
If you have a complaint please inform us as soon as possible, verbally or in writing. We will respond to your complaint within 48 hours. An appointment will be made for you to discuss your concern or be seen face to face. A copy of our Complaints Policy is available on request.
If you are not satisfied with the resolution of your complaint, Dr Ed Robinson Aesthetics is a member of the Cosmetic Redress Scheme, a third party mediator for complaints, with which you are free to contact to mediate on your behalf.