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Terms and Conditions for Online Booking

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Initial Consultation and Assessment

All new patients are required to undergo an initial medical consultation and assessment prior to booking any treatments online. This is a legal requirement for many of the treatments I provide. Existing patients who have not attended the clinic for over six months will also need a new consultation before proceeding with any treatment.

 

Booking and Documentation

  • New patients can book their initial consultation up to 24 hours prior to the appointment.

  • All patients are required to complete a medical questionnaire prior to their appointment. Failure to complete the necessary forms may result in the cancellation of your appointment.

 

Anti-Wrinkle Treatments

Anti-wrinkle treatments require a face-to-face assessment prior to administration. This means an initial consultation is mandatory. Same-day treatment may not always be available, and in most cases, a separate appointment will need to be scheduled.

 

Clinic Arrival and Access

Please arrive at the clinic at your scheduled appointment time. Kindly note that there is no waiting area inside the clinic. For security and privacy reasons, the clinic door will remain locked between appointments. Patients will be admitted promptly at their appointment time.

 

Payment and Deposits (Standard Policy)

Under normal circumstances, the following payment terms apply:

  • A £50 deposit is required at the time of booking. This deposit is redeemable against the cost of your treatment and will be deducted from your total bill on the day of your procedure.

  • Initial consultations are charged at £50, which is covered by your deposit.

  • If it is determined during the consultation that you are not medically suitable for treatment, or if you decide not to proceed with treatment, the £50 deposit will serve as payment for the consultation received.

Reschedule/Cancellation Policy

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​Rescheduling or Cancelling Your Appointment

To reschedule or cancel your appointment, simply use the link provided at the bottom of your booking confirmation email.

 

Standard Policy (Deposit Required)

Under normal circumstances, the following policies apply:

  • A £50 deposit is required at the time of booking. This deposit is redeemable against the cost of your treatment and will be deducted from your bill on the treatment day.

  • If it is determined during your consultation that you are not medically suitable for treatment, or if you decide not to proceed, the £50 deposit will serve as payment for the consultation.

 

Cancellation and No-Show Policies

  • If you fail to attend your appointment or cancel within 72 hours of your scheduled appointment, your deposit will be retained.

  • Cancellations made 72 hours or more prior to your appointment are eligible for a full refund of the deposit, or you may choose to reschedule your appointment to a more convenient time.

 

Other Important Considerations

  • If you attend your appointment but are found to be medically unfit for treatment on the day, your deposit will be retained as the consultation fee.

  • If you are more than 15 minutes late to your appointment without prior notice, the deposit will be retained, and you may not be seen. This ensures that each patient receives the full time allocated for their treatment, without the need to rush.

Assessment and Treatment​

  1. Patient Responsibility: It is the patient’s responsibility to truthfully disclose all relevant medical information. This includes any current or past medical conditions, surgeries, pregnancy, breastfeeding status, medications, vaccinations, illnesses, supplements, and recreational substances. Failure to disclose may increase the risk of adverse effects from treatments.

  2. Treatment Assessment: Each patient will be assessed by me to ensure that the most appropriate treatment is recommended. I reserve the right to recommend against treatment or decline a requested treatment if deemed unsuitable for the patient.

  3. Informed Consent: Patients are required to read and sign a consent form prior to each treatment. It is the patient’s responsibility to fully understand the terms of the consent form. If any part of the form is unclear, patients should ask for clarification before signing.

  4. Complications: While I take all necessary precautions to provide safe and effective treatments, I cannot be held responsible for all possible complications that may arise.

  5. Refunds Policy: No refunds will be provided once treatment has been administered. In the event of complications or dissatisfaction with the treatment, please refer to points 6, 7, and 8 of this policy.

  6. Managing Expectations: I will strive to manage patient expectations appropriately. However, I cannot be held responsible if expectations are not met. Any additional treatments required to meet expectations will be at the patient’s expense.

  7. Treatment of Complications: Should complications arise as a result of treatment, additional procedures may be required to improve or resolve the issue. The patient will be responsible for covering any associated costs.

  8. Medical Emergencies: In the event of a medical emergency, such as a vascular occlusion caused by dermal fillers, I will treat and dissolve the filler at no extra cost, provided that the treatment was originally performed by me.
     

Data Handling

  1. Patient Data Use: Patient data is collected and used solely for the purposes of communicating with and treating the patient.

  2. Data Retention: Legally, I arm required to retain patient records for a period of 7 years.

  3. Access to Patient Notes: Patients may request access to their notes, which will be made available within 14 days of the request.

  4. Data Sharing: Patient data will not be shared with third parties without the patient's explicit consent, except in cases of safeguarding concerns, emergencies where the patient is unable to consent, or if required by law (e.g., court requests).

  5. Account Security: Patients are responsible for keeping their online account login details confidential. Please do not share your account credentials with anyone.
     

Complaints Handling

At Dr Caitlyn Maher Aesthetics, I strive to provide the highest standard of care. If an issue arises, I am committed to addressing it with professionalism and empathy to achieve a fair resolution.
 

Complaints Process

  1. Initial Complaint:
    Complaints should be made in writing via email or letter. Please submit complaints in a timely manner after the issue arises.

  2. Follow-up Appointment:
    The patient will be invited to a follow-up appointment to discuss the complaint. If immediate corrective action is required, it will be carried out in line with the Complication Management Policy.

  3. Written Complaint and Investigation:
    If the patient remains dissatisfied, they may submit a formal written complaint. I will conduct a full investigation and respond to the patient within 45 working days of receiving the complaint. Additional information from the patient may be requested during this process.

  4. Remedial Action:
    If necessary, the patient will be seen for further treatment to correct the issue. Please note that this may require multiple appointments, depending on the complexity of the situation.
     

Costs

  • As outlined in the consent form, any costs related to corrective procedures are the responsibility of the patient.

  • Refunds will not be issued for treatments already performed. However, at my discretion, I may choose to offset some of the costs for corrective work.
     

If the patient remains dissatisfied with my final response or investigation, they can escalate the complaint to the Independent Sector Complaints Adjudication Service (ISCAS) at www.iscas.org.uk. Complaints must be raised within six months of the final response.

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