Terms & Conditions
DR ED ROBINSON CLINICS
PATIENT TERMS & CONDITIONS
These Terms & Conditions apply to appointments, consultations, treatments, courses and services provided by Dr Ed Robinson Clinics. By booking an appointment or purchasing a treatment or course with us, you agree to these Terms & Conditions.
Our priority is to provide safe, ethical and clinically appropriate care while ensuring that our policies are clear and fair to all patients.
1. PATIENT INFORMATION
All patients are required to provide accurate and up-to-date contact details, including their:
– Full name
– Date of birth
– Telephone number
– Email address
These details are required in order to register as a patient and secure an appointment.
Patients are required to create an account with **Collums** prior to attending their appointment and to complete all requested documentation.
At your first appointment, you will be required to complete a medical history form through your Collums account. It is your responsibility to ensure that the information provided is complete and accurate and to notify us of any subsequent changes to your health, medication or medical history.
This information is necessary to enable our clinicians to assess your suitability for treatment and formulate an appropriate treatment plan.
All personal and medical information will be treated confidentially and processed in accordance with applicable UK data protection legislation and our Privacy Policy.
We will not disclose your personal information to third parties except where we have your consent, are legally required or permitted to do so, or where disclosure is necessary for the safe and appropriate provision of your care.
Where you have consented to receive marketing communications, you may unsubscribe at any time.
2. CONSULTATIONS
Consultations with **Dr Ed Robinson are £100 at both our Cheshire and London clinics**.
The consultation fee covers the professional time, clinical assessment, treatment planning and advice provided during your consultation and is **non-redeemable against the cost of treatment**.
Where applicable, consultation fees are payable in advance in order to secure your appointment.
A consultation does not guarantee that treatment will be offered. All treatments remain subject to clinical assessment and suitability.
Dr Ed Robinson and our treating clinicians reserve the right to decline, postpone or modify a treatment where it is considered clinically inappropriate, unsafe or not in the patient’s best interests.
3. APPOINTMENTS & CANCELLATIONS
We understand that circumstances can change and respectfully ask that you provide as much notice as possible if you need to cancel or rearrange your appointment.
We operate a **48-hour cancellation policy for all appointments**.
If you cancel or request to rearrange an appointment with **less than 48 hours’ notice**, you may lose any deposit or booking fee paid and/or be required to pay the applicable cancellation charge before another appointment can be booked.
If you fail to attend a booked appointment without providing prior notice, this will be treated as a **non-attendance**. Any deposit or booking fee may be retained and/or the applicable cancellation charge may become payable.
Repeated late cancellations or non-attendance may result in us requiring full or increased advance payment for future appointments or, where appropriate, declining future bookings.
Any cancellation charges will be communicated clearly at the time of booking.
Nothing within this policy affects any statutory rights you may have.
4. LATE ARRIVALS
We kindly ask all patients to arrive on time for their appointment.
If you arrive late, your appointment may need to be **shortened in order to avoid disrupting subsequent patients**.
Where there is insufficient time to carry out your treatment safely or to the appropriate clinical standard, we reserve the right to **cancel the appointment entirely**.
A late arrival resulting in a shortened or cancelled appointment may incur a charge and/or result in the loss of your booking deposit or appointment fee.
Where an appointment is cancelled due to late arrival, a further payment or deposit may be required before the appointment can be rebooked.
5. ILLNESS & MEDICAL SUITABILITY
Please do not attend the clinic for treatment if you are unwell.
Certain illnesses, infections, medications or medical conditions may make treatment temporarily or permanently unsuitable. This includes active cold sores, local skin infections or infections affecting the proposed treatment area.
If you are unsure whether you should attend your appointment, please contact the clinic in advance and our team will advise you.
You must inform your treating clinician of any relevant changes to your medical history, medication, pregnancy status, allergies or health before treatment.
Patient safety will always take priority. Treatment may be postponed, modified or declined if your clinician considers it inappropriate or unsafe to proceed.
6. TREATMENT & CONSENT
Before treatment, your clinician will discuss the proposed treatment with you, including where appropriate:
– Your concerns and treatment goals
– Available treatment options
– Expected outcomes
– Potential risks and side effects
– Alternatives to treatment
– Recommended aftercare
– Treatment costs
– Any appropriate maintenance plan
You will be given the opportunity to ask questions before deciding whether to proceed.
Where appropriate, informed consent will be obtained prior to treatment.
Consent may be withdrawn at any time before treatment is carried out.
We encourage all patients to carefully consider the information provided and maintain realistic expectations regarding treatment outcomes.
7. TREATMENT RESULTS
We are committed to providing high-quality, evidence-based treatments using appropriately selected products and technologies.
However, individual responses to aesthetic and skin treatments vary considerably.
Factors including age, skin condition, anatomy, lifestyle, medical history and individual biological response may influence treatment outcomes.
For this reason, **specific results cannot be guaranteed**.
Aesthetic treatments are intended to improve or enhance an individual’s appearance or skin condition, but the outcome may not always meet a patient’s subjective expectations.
A patient’s dissatisfaction with an outcome does not automatically mean that treatment has been performed incorrectly.
Nothing within these Terms & Conditions limits your statutory rights, including your rights in relation to services that have not been provided with reasonable care and skill.
8. BOTULINUM TOXIN REVIEW APPOINTMENTS
Routine review appointments following Botulinum Toxin treatment are offered as part of our aftercare.
Where a review is clinically appropriate, it should take place within **2–4 weeks following treatment**.
Any adjustment or additional treatment remains subject to clinical assessment and will only be provided where the treating clinician considers it appropriate.
Patients who are unable to attend within the designated review period may not be eligible for a complimentary adjustment outside this timeframe.
9. CHILDREN & AGE RESTRICTIONS
Dr Ed Robinson Clinics does not provide cosmetic treatments to anyone under the age of **18**.
We may request photographic identification where necessary to verify a patient’s age.
For safety reasons, please do not bring children to your appointment unless they are old enough to remain safely and independently unsupervised.
Children are not permitted to accompany patients into treatment rooms.
10. PRICING & PAYMENT
You will be advised of the cost of your proposed treatment plan before treatment is undertaken.
Unless otherwise agreed, payment is required **in full at the time of treatment**.
We accept major debit and credit cards and other payment methods made available by the clinic.
Where available, patients may also choose to use third-party payment or finance providers, including **Klarna and PLIM Finance**.
Any finance or payment agreement entered into with a third-party provider is subject to that provider’s eligibility requirements, terms and conditions.
Prices may be amended from time to time. Any changes will not affect treatments that have already been purchased except where expressly agreed or permitted by law.
11. TREATMENT FEES
Treatment fees reflect the overall professional service provided and may include, as appropriate:
– Consultation and clinical assessment
– Treatment planning
– Professional advice and information
– Provision of treatment
– Use of appropriate evidence-based products and technologies
– Clinical expertise
– Follow-up appointments where appropriate
– Aftercare advice and support
Payment is therefore made for the professional service and treatment provided rather than for a guaranteed aesthetic outcome.
12. COURSES, PACKAGES & PREPAID TREATMENTS
Dr Ed Robinson Clinics may offer discounted courses, packages or prepaid treatment plans.
These arrangements may offer a preferential price compared with purchasing individual treatments separately.
Unless otherwise stated at the point of purchase, prepaid packages are intended for use by the individual who purchased them.
If you are unable to continue your original treatment plan, please contact the clinic. Subject to clinical suitability and our approval, we may allow the remaining value to be transferred towards another eligible treatment or, where appropriate, transferred to a nominated friend or family member.
Any transfer is subject to the recipient being clinically suitable for the proposed treatment and completing the clinic’s normal consultation and consent process.
Promotional offers, memberships or specific packages may have additional conditions, including validity or expiry periods, which will be communicated at the time of purchase.
13. COURSE & PACKAGE REFUNDS
We take great care to provide honest, ethical advice and appropriate treatment recommendations.
However, because individual responses to aesthetic treatments vary, we cannot guarantee specific results and do not ordinarily provide refunds solely because the outcome does not meet a patient’s subjective expectations.
Where a patient chooses not to continue a prepaid course or package because of a change of mind or personal circumstances, a refund may not automatically be available, subject always to the patient’s statutory rights.
Where we agree to an exceptional refund for a partially used discounted course or package, treatments already received may be recalculated at their **full individual list price**, together with any valid outstanding charges, with the remaining eligible balance refunded.
Where a patient becomes medically unsuitable to continue treatment, we will review the circumstances and discuss the appropriate options available.
We may request appropriate medical evidence where this is reasonably necessary to assess whether treatment can safely continue.
Where a treatment or package is purchased before clinical consultation and our clinician subsequently determines that the patient is unsuitable for the purchased treatment, we will discuss suitable alternatives or, where appropriate, arrange a refund in accordance with the patient’s legal rights and the circumstances of the purchase.
Nothing within this section limits your statutory consumer rights.
14. ONLINE & DISTANCE PURCHASES
Purchases made online, by telephone or otherwise at a distance may be subject to additional statutory cancellation rights.
Where applicable, consumers may have a **14-day statutory cancellation period**.
If you request that a service, consultation or treatment takes place during an applicable statutory cancellation period, different provisions may apply once the service has begun or been fully performed.
Your statutory cancellation rights will not be restricted by these Terms & Conditions.
15. REFUNDS
Refund requests will be considered in accordance with these Terms & Conditions, the circumstances of the treatment or purchase and applicable consumer law.
The fact that an aesthetic treatment has not produced a patient’s preferred or anticipated cosmetic outcome does not, by itself, automatically create an entitlement to a refund.
However, this does not affect your statutory rights where a service has not been provided with reasonable care and skill or where another legal entitlement to a refund or remedy applies.
Where a refund is agreed, it will ordinarily be returned to the original payment method where reasonably possible.
16. CLINIC CANCELLATIONS
On rare occasions, we may need to cancel or rearrange an appointment because of practitioner illness, unforeseen circumstances, equipment issues or other circumstances outside our reasonable control.
We will endeavour to provide as much notice as reasonably possible and offer an alternative appointment.
Where the clinic cancels an appointment and an appropriate alternative cannot be agreed, any payment made specifically for the service that has not been provided will be handled appropriately in accordance with the circumstances and your statutory rights.
We cannot accept responsibility for consequential losses or expenses arising solely from an appointment being changed or cancelled, except where liability cannot lawfully be excluded.
17. PHOTOGRAPHY
Clinical photography may be recommended or required as part of your medical record, treatment planning and assessment of treatment outcomes.
Clinical photographs will be stored securely as part of your confidential patient record.
Photographs will **not be used for marketing, social media, advertising or promotional purposes without appropriate consent**.
Where marketing consent is requested, this will be separate from your consent to treatment and you may decline without affecting your care.
18. FEEDBACK
We welcome feedback from our patients, both positive and negative.
Feedback enables us to continually review and improve the quality of our treatments, patient experience and services.
Feedback may be provided directly to the clinic verbally or in writing, or through independent review platforms such as Google or Trustpilot.
19. COMPLAINTS
We take patient concerns seriously and aim to resolve complaints fairly, professionally and promptly.
If you are unhappy with any aspect of your experience, treatment or care, please contact us as soon as possible so that we have the opportunity to investigate and respond.
Complaints may be made verbally or in writing.
We aim to **acknowledge complaints within 48 hours**. Where further investigation is required, we will keep you informed and provide a substantive response in accordance with our Complaints Policy.
Where clinically appropriate, you may be invited to attend the clinic for an assessment or meeting to discuss your concerns.
A copy of our full Complaints Policy is available upon request.
Where applicable, if you remain dissatisfied following completion of our internal complaints procedure, you may be entitled to refer your complaint to an appropriate independent dispute resolution or redress service.
20. PRIVACY & DATA PROTECTION
We take the confidentiality and security of patient information seriously.
Personal information and medical records are processed and stored in accordance with applicable UK data protection legislation and our Privacy Policy.
Information may be shared with healthcare professionals, service providers or other parties where this is necessary for your care, administration of our services, compliance with legal or regulatory obligations, or where you have provided appropriate consent.
Further information about how we collect, use, store and protect personal information is available in our Privacy Policy.
21. STATUTORY RIGHTS
Nothing contained within these Terms & Conditions is intended to exclude, restrict or override any rights or remedies available to you under applicable UK consumer law.
Where any provision of these Terms & Conditions conflicts with a statutory right that cannot lawfully be excluded or restricted, your statutory rights will take precedence.
22. CHANGES TO THESE TERMS
Dr Ed Robinson Clinics may update these Terms & Conditions periodically to reflect changes to our services, policies, pricing, regulatory requirements or applicable law.
The version applicable to your booking or purchase will be the version in force at the relevant time, subject to applicable law.
**Last updated: September 2026**