Terms and Conditions
Terms and Conditions – Dr Tanov Eye & Aesthetics
Please read these Terms and Conditions carefully before booking. By booking online, by phone, or in person, you agree to these terms and any applicable statutory rights.
1. Consultations
Consultations are provided by qualified medical professionals, including doctors and clinical practitioners. Consultation fees are charged for clinician time, professional assessment, and personalised medical advice. A consultation is a clinical service whether or not treatment is subsequently undertaken. Consultation fees are charged for clinician time, professional assessment, and personalised medical advice. Consultation fees are non-refundable and non-redeemable against treatment costs once the appointment has taken place, except where required by law.
2. Booking Fees and Deposits
A booking fee or deposit may be required to secure an appointment, consultation, procedure, or treatment. Deposits are used to reserve clinical time and administrative resources and may be retained where a patient cancels late or does not attend, subject always to applicable law. Where appropriate, a deposit may be transferred to another appointment or credited toward an alternative clinically suitable treatment.
3. Cancellations and Non-Attendance
A minimum of 48 hours’ notice is required to cancel or reschedule any appointment. If less than 48 hours’ notice is given, the booking fee or deposit may be forfeited. If a patient does not attend, any booking fee, deposit, or other amount paid may be retained, and a new booking fee may be required for any future appointment. For pre-paid sessions or packages, a missed session may be deducted in accordance with these Terms.
4. Late Arrival
Patients are expected to arrive on time for all appointments. If a patient arrives more than 15 minutes late, the appointment may be shortened or cancelled at the Clinic’s discretion. Where the appointment is shortened, the full fee will still apply. Where the appointment is cancelled due to late arrival, any applicable booking fee or deposit may be forfeited.
5. Cooling-Off Rights
Where a contract is made at a distance, by telephone, online, or otherwise off-premises, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 may give the patient a 14-day right to cancel. If the patient expressly requests that services begin during that period, the patient acknowledges that the Clinic may charge for the service actually provided up to cancellation, and that the right to cancel may be lost once the service has been fully performed with the patient’s express consent.
6. No Refunds
The Clinic does not offer refunds simply because a patient changes their mind, is unhappy with an outcome that falls within normal clinical variation, or decides not to proceed after treatment has started. This applies to consultation fees, booking fees, deposits, treatments already performed, and pre-paid packages, except where a refund is required by law.
7. Clinical Outcomes and Expectations
All medical and aesthetic treatments carry risks and variable outcomes. The Clinic does not guarantee any specific result. Outcomes vary depending on factors such as individual anatomy, healing response, medical history, and adherence to aftercare instructions. Additional or maintenance treatments may be required to achieve or maintain results.
8. Clinical Decision-Making
All treatment decisions are based on clinical judgment and patient safety. The Clinic may decline, modify, delay, or stop treatment where this is considered clinically appropriate. Such decisions are made in the patient’s best interests and do not normally entitle the patient to a refund, subject always to applicable law.
9. Patient Responsibilities
Patients are responsible for providing complete and accurate medical history, informing the Clinic of any changes to their health or medication, following all pre- and post-treatment instructions, and attending with a translator if they do not have sufficient understanding of English. The Clinic is not responsible for complications arising from incomplete or inaccurate information, or from failure to follow clinical advice or aftercare instructions.
10. Delays
Appointments and surgical lists may occasionally be delayed due to unforeseen clinical events, complications affecting another patient, emergency care, equipment issues, or other circumstances outside the Clinic’s reasonable control. The Clinic will use reasonable endeavours to keep patients informed and may offer a revised appointment time, priority rebooking, or credit where appropriate. No cash refund will be due unless required by law.
11. Conduct and Zero Tolerance
The Clinic expects all patients to treat staff, clinicians, contractors, and other patients with courtesy and respect. The Clinic operates a zero-tolerance policy in relation to abusive, threatening, intimidating, discriminatory, coercive, sexually inappropriate, or otherwise unacceptable behaviour, including conduct that undermines professional boundaries or compromises staff welfare or clinical safety. The Clinic may refuse to see, continue to treat, or rebook any patient whose conduct is considered inappropriate, unsafe, or unreasonable. The Clinic may also remove a patient from the premises, end an appointment immediately, and report matters to the police, relevant authorities, insurers, regulators, or other appropriate third parties where necessary.
12. False or Malicious Allegations
The Clinic values genuine feedback and encourages patients to raise concerns through its complaints procedure. Where the Clinic reasonably believes that a complaint, allegation, online review, or statement has been made knowingly falsely, maliciously, or with the intention of causing harm, harassment, reputational damage, or financial loss, the Clinic reserves the right to preserve evidence, respond to the matter, report it to the relevant platform, and seek legal advice or any other appropriate remedy. Nothing in this clause prevents a patient from making a genuine complaint in good faith.
13. Consent
All patients must provide valid informed consent before any treatment or procedure. Consent will only be accepted where the patient has had the opportunity to ask questions, consider the relevant information, and make a voluntary decision. No treatment will be carried out without appropriate consent documentation.
14. Acceptance of Terms
By booking or attending an appointment, consultation, treatment, or procedure, the patient confirms that they have read, understood, and agree to these Terms and Conditions, including the cancellation policy, the zero-tolerance policy, and any applicable statutory cancellation rights.
