We are not able to accommodate children or babies during any appointment or visit to the clinic. This is due to the laser equipment we have and our insurance policy. Clients must be a minimum of 18 years old.
Please be advised that we require a deposit on ALL bookings. Please understand that when you forget or cancel your appointment without giving enough notice, we miss the opportunity to fill that appointment time, and clients on our waiting list miss the opportunity to receive services. For this reason, we respectfully advise you that deposits are strictly non-refundable and 48 hours notice will be required to change a booking or the deposit will be lost.
If you need to cancel your appointment, please just let us know as soon as possible beforehand, but at least 48 hours before your appointment. That’s it, job done.
If the cancellation/reschedule is less than 48 hours’ notice you will lose your deposit and be charged a cancellation fee to the sum of 50% of the booked treatment. If this payment is not made then you will forfeit the treatment from your course. If you do need to cancel, you can text, whats app or call 07794 168651 or DM on social media or email email@example.com . You can also call the clinic 0121 350 8482 but if we do not answer you MUST leave your name and number and say that you need to cancel. All this can be done 24/7. If you fail to show for your appointment, you will be charged 100% of the booked treatment or you will forfeit a treatment from your course.
This deposit/cancellation fee is to go towards covering staff wages and running costs of the clinic. As you may be aware we are a busy clinic, when sufficient notice of an appointment cancellation is given we are often able to fill the slot. Due to COVID we were forced to be closed for 10 months out of 12 months, please be considerate and understanding and give as much notice as possible.
We know everyone has busy lives and sometimes circumstances beyond your control may mean you have to cancel your appointment or are unable to get to your appointment on time. We’ll be as flexible as we can in accommodating this, however, the following policies apply.
Please arrive on time for your appointment. If you are more than 5-10 minutes late we may have to reschedule your appointment or cut your treatment short. If we need to reschedule your full treatment then you will also lose your deposit. We will attempt to do as much as we can in the time left so it may be that we only need to reschedule part of your treatment.
A deposit is required to book any appointment unless a client is already on a course of treatment. This deposit is redeemable against any product or treatment purchased on the day. If no product, treatment or course are purchased on the day then the deposit is taken to go towards our practitioner time, advice ,cost of use of the Observ 520x Skin Analysis photo booth/Laser/IPL shots etc.
Any deposits not redeemed towards treatments or products will be forfeited.
If a product is faulty then we will offer to exchange or refund within 30 days. If a client experiences an adverse reaction to skincare then we will need be sent photographs and details via email to firstname.lastname@example.org so that we can get advice from clinical. Often, skin reactions are normal retinoid reactions to the vitamin A. These reactions are expected when initially starting with Vitamin A or stepping up in strength. These reactions are temporary and the clinic can support clients through this process. We do not offer refunds to retinoid reactions as they are normal and the dosage/application just needs to be reduced to allow the skin to become acclimatised.
We are committed to providing a high quality service to all our customers. When something goes wrong, we need you to tell us about it. This will allow us to put things right for you and to help improve our service for others in the future.
Making a complaint
We aim to handle complaints quickly, effectively and in a fair and honest way. We take all complaints seriously and use valuable information from investigating to help us improve our service. We treat all complaints in confidence.
You can complain by sending an email to us at email@example.com, or you can send a written complaint by post to The Manager Fiji Skin Clinic. 147 Sutton Road. Birmingham. B23 5TN. Alternatively you can telephone us on 0121 350 8482 but please be aware we may, where appropriate, ask you to provide further details in writing.
A Senior Employee will initially review the complaint. We will acknowledge a complaint within 5 working days and give you the name and contact details of the person investigating it. We will keep you informed about the progress of the investigation. We aim to have all complaints completed within 28 working days unless we agree a different time scale with you.
You should register a complaint as soon as you can after the date on which the event occurred. If you complain more than twelve months later, we may not be able to investigate properly. Consideration will, however, be given as to whether you had good reason for not making the complaint sooner and whether, despite the delay, it is still possible to investigate the complaint effectively and fairly.
At this stage, if you are still not satisfied, you should contact us again and we will arrange for a Director to review the initial decision. We will write to you within 28 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons. A list of certified providers is maintained on the CSTI (Trading Standards) website and can be found here https://www.tradingstandards.uk/consumers/adr-approved-bodies.
For more information please contact the clinic at firstname.lastname@example.org
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