Terms & Conditions

Covid-19 Terms & Conditions:

We will continue to operate our 48-hour cancellation policy, however, if you are exhibiting any COVID-19 symptoms, become subject to track and trace or quarantine restrictions, we ask that you contact us as soon as possible to re-arrange your appointment. You will not lose any booking fees and your appointment will be moved to when you are well without penalty.

Each and every appointment requires you to complete a Covid-19 consent form and you will be asked again before entry to the clinic.

To allow for social distancing all clients are asked to arrive 5 minutes prior to your appointment.

We reserve the right to cancel or postpone a consultation or treatment, if you present with what appears to be COVID 19 symptoms/respiratory symptoms.

The clinic will operate a controlled entry system to manage the number of people entering our clinic. Only one person will be allowed in at any time.

Andrea will endeavour to ensure that your appointment runs to time; however, due to additional Covid-19 cleaning that is done between every client, there may be times we run a little late.

Should we need to cancel or postpone your appointment at short notice, we will make every effort to contact you in advance. If we need to cancel or rearrange your appointment due to staff sickness you will not lose any monies. Your appointment will be rescheduled.  If we need to cancel your appointment due to Government restrictions, you will have any monies/appointments rescheduled to a safer time. The exceptions are toxin reviews/tear trough reviews where the bookings will be cancelled.

To reduce the face to face  contact time with Andrea, to increase safety for Andrea, we ask that you are prepared for your treatment by removing all make up prior to entry.

Face Treatments: All make-up must be removed prior to entry into clinic.

Adhere to the instructions outside prior to being able to enter the clinic.

We have a Covid-19 risk assessment that we revise regularly, for our and your safety. You can read our Covid-19 Safety Charter in the website footer section, www.skin-1st.co.uk/Covid-19.

You must wear a mask, no exceptions, to enter the clinic. If you do not have a mask you can purchase one for 50p from ourselves.

 

GENERAL CLINIC TERMS & CONDITIONS:

Business Hours:

From January 2022 Andrea will be reducing her clinic working hours.  Her hours will be variable week to week.  The online booking system has all her availability for appointments and you can book online 6-9 months in advance. This means there will be a delay in responding to emails/texts/phonecalls.  Please be patient.  If you need to know when Andrea will be next available you can send a text to the business mobile: 07930973445 where an auto-reply message will notify you of the next open day. 


Clients:


Clients must be 18 years of age or over, to have treatments, accompany other clients, and you must be 18 years of age to use this website. We do not perform treatments on under 18s even if parental consent is offered. Any client attempting to bring anyone under the age of 18, babies or children, will be turned away and will lose the booking fee.

General Client Queries:

We do not offer any medical advice or treatment management planning via email, text or social media.  We do not offer advice to clients who are not actively registered with our clinic.  We do not answer "Cold Call" SEO telemarketers, utility marketers nor any other "Cold Call" contacts.

Client advice must be provided either face to face via an appointment in clinic or via a booked Zoom video consultation.

We will no longer be able to answer any queries that are available 24/7 by logging into "My Account," for example but not limited to:

 

  "When is my appointment?" "What time is my appointment?" "Do I have to remove my makeup?" "When can I reapply makeup?"  

We respectfully ask that you initially check "My Account" or the website first for the answer to your query before contacting us.  If you cannot find the answer to your query there, then  either send a text or email to: 07930973445 or info@skin-1st.co.uk

If you contact us and your question can be answered via the website or My Account we will reply, asking you to check back there.

We welcome any observations, suggestions to continually improve our digital platforms to improve client experience and use.

Client Parking:

We provide private car parking with additional parking on street out side of the workshop 47 Rosemary Terrace.  Please park within our car park whenever possible so we know you have arrived for your treatment. If due to low profile cars you are unable to park within our car park then please park on street and come into the car park so Andrea is aware you have arrived.

CCTV:

 

Our premises are completely covered by 24/7 CCTV recording for the prevention of crime.  This includes some voice/sound capturing cameras.  We do not take responsibility for any loss or damage of your car/possessions whilst parked but can provide the  CCTV if needed.

 

Booking An Appointment:


By booking an appointment you accept the terms & conditions of the business, take responsibility for reading the pre treatment information prior to your appointment, completing our digital consent forms in a timely manner and for any aftercare advice to be followed.

Our method of booking an appointment, is via the online booking system only by you the client. You will need to book any reviews, toxin, tear trough,  within the required time frame too.  There are "How to" videos on the website. 

Skin 1st operates a strict appointment only system, this means we cannot accommodate "walk in" clients to the premises.  This helps us maintain the privacy, confidentiality & security of clients who are having treatments and of our premises.  You can of course email us and we will get back to you as soon as we can to: info@skin-1st.co.uk.

We reserve the right to refuse or stop treatments at any time if you are considered unsuitable for any reason, or if we cannot  be certain further treatments will improve your physical or mental well-being.

Your appointment is for you only, is perfectly timed to perform your treatment, it cannot be exchanged for someone else. We cannot "squeeze" other people into your appointment slot with you. No advice can be given to visitors as each appointment slot is timed precisely to provide you with a consultation, treatment and advice. Any visitors who wish advice must book an appointment in their own name.

We continually strive to improve efficiencies in the business and this may mean we may move your booked appointment to within 5-10 minutes, earlier or later of the slot you originally booked to improve appointment efficiency. Please take note of your email and text reminder which is sent to you 48 hours beforehand for the actual confirmed time slot for your appointment.  If you are unable to accommodate a 5-10 minute variation please let us know in the notes section of your booking when you make it.


Moving/Cancelling Appointments:


You may move or cancel your appointment at any time up to 48 hours before the scheduled slot online.  You can do this by logging into your clinic account "My Account."  Any monies paid are moved with your appointment.  If there is less than 48 hours to your scheduled slot no cancellations are accepted and no monies are moved or refunded.

Late Arrivals:


Late arrivals to appointments have become a significant problem for the business and as such the late arrival policy has been implemented as follows.

Please arrive promptly for your appointment, late arrivals, for ANY reason and of ANY amount of time from the booked slot can no longer be accommodated due to the severe disruption this causes to the business, Andrea and other clients. Late arrivals have previously caused the planned treatment slot to be shortened which impacts upon being able to administer the treatment safely, impacts on being able to provide a thorough and comprehensive consultation, impacts upon being able to keep adequate medical records and negatively impacts other clients who are booked in subsequently and impacts the business' operating hours.

If you are late once your treatment will not be provided, however your booking can be moved to the next available slot with no loss of monies (see review exceptions).  
If you are late a 2nd time for any booking made you will lose your booking fee and any monies paid for that appointment. You will then need to book a new appointment online and make another payment.
f you are late a 3rd time for any booking you will lose the booking fee and any payments made and be discharged from the clinic. This policy applies to any appointment made from your account over any period of time.

**Toxin Reviews/Tear Trough Reviews:  If you arrive late no further appointments may be made for these treatments.**

New patient Registrations:  If you are late for your first appointment at Skin 1st you will not be accepted as a client and will lose your payment. Please ensure you know where you are coming to and can attend as booked. We have a google map on the footer of our website.


 

Waiting List/Cancellation List:

We have a computerised "waitlist" available via the online booking system which is the only system Skin 1st uses. You are welcome to add yourself to this for any last minute cancellations.  Please see the "How to" videos on the website.  If the current wait to book an appointment becomes 1 month or longer Andrea closes the new patient registrations and closes the reactivating archived accounts until the wait for an appointment reduces to below 1 month.

 

 

Mobile Phones/Apple Watches:


We afford you the respect you deserve, by not answering the business telephone during your consultation, so please afford us the same respect.  Mobile phones/Apple watches must be turned off during consultations and are not allowed in the clinical treatment room. No food or drink is permitted in the clinical treatment room.

Video & Photography:


It is normal practice and an insurance requirement to photograph you before & after treatment for your medical records.  These are never shared or used in promotional activities without your consent and you have the right to withdraw your consent at any time.  Video and photography during treatments and consultations by clients or visitors is not permitted without prior written consent by Skin 1st. If you refuse to have before & after photographs taken we cannot keep you as a client.

Appointment Cancellations & Do Not Attend (DNA) Clients:


We understand that from time to time the unexpected crops up, however we appreciate a 48 hour notice of cancellation of appointment whenever possible. You can cancel or move, your appointment any time up to 48 hours prior to the appointment by logging into your online booking profile "My Account." Cancellations made within 48 hours of the appointment slot need to be notified to us via text, telephone or email and you may forfeit your booking fee due to the treatment product having been ordered in your name. Rearrangements and cancellations made out side of the 48 appointment window may have monies and prescription product moved.

Non attendance of appointments causes unnecessary expense to the business, risks treatment price rises & inconvenience to myself & other customers.  If you do not attend your appointment the full cost of any future treatment will be payable in advance to secure future appointments plus you will lose the booking fee you have paid.  Our computer system will also  "lock out," removing your use of the online booking facility. The online booking facility cannot be reinstated until three consecutive appointments have been attended. You will also not be able to book into prime time appointment slots.

Any promotional offers, will be null and void. If you have paid for a course of treatments you will lose one treatment from your course. Clients who have pre-payment plans will have the costs deducted from their credit balance.

Toxin review appointments are complimentary, therefore if you do not attend this appointment, or cancel within 48 hours of the appointment or if you are late, you will not be able to re-book a further review appointment for that treatment.

If you then do not attend a second appointment you will no longer be able to book any further appointments at Skin 1st. This means you will be removed from our client list and will need to find an alternative clinic to provide any future treatments. If you have extenuating personal circumstances that may interfere with your appointment attendance please let us know before booking any appointment, as we may be able to come to a special arrangement with you.

New clients, who have not been to our clinic previously, who do not attend their first booked appointment,  will not  be able to re-book any further appointments at our clinic.



Treatment Information & Aftercare:


Treatment information and aftercare advice leaflets are available to read & download from our website 24/7 and also from the digital consent forms that are sent to you via email.  It is your responsibility to ensure you have read and understood the information leaflet and aftercare advice prior to your treatment and any further questions you may have can be answered at your consultation.  Your signature on your digital consent form also confirms you have read and understood the information, advice, aftercare, possible side effects & complications. If you subsequently decide not to follow this medical advice we cannot be held responsible for any adverse consequences.

If you have any queries or concerns regarding your treatment, that is not answered on our treatments page, our downloads page or via the digital consent forms,  please contact us via email, or telephone, we will be happy to answer any further queries during clinic hours. We do not offer an out of hours service.

 

You must complete the digital consent forms to be able to have your booked procedure.  These forms must be completed prior to attendance.


Booking Fee:


Clients must pay a non refundable booking fee online to secure a treatment slot.  The fee must be paid at the time of booking an appointment & is used to contribute to the purchase of the product for your treatment. Prescription products are for use in your treatment only, cannot be used on anyone else, nor can they be returned.  As such, non attendance of your appointment, or cancelling within 48 hours of your booked slot, will result in your loss of the fee.   

Booking fees are non refundable, however you may move or reschedule your appointment without loss of the fee up to 48 hours prior to your scheduled slot. The booking fees will be deducted from the total treatment price, at the till on the day of your appointment.



Consent Forms:


You are required to complete a consent form for every different treatment you have at Skin 1st.  This must be completed truthfully and accurately.  If you withhold medical information we cannot be held responsible for any adverse consequences that may arise and if you do not disclose your truthful medical history we will no longer be able to provide you further treatments.  You are responsible to inform us if your medical history changes at any time . You will need to complete your consent forms via email no later than 24 hours before your scheduled slot so that we can legally administer your treatment.  If your forms are not completed by then we will cancel your appointment until they are completed which will mean you have lost your original slot and we will allocate you a new slot.
If you repeatedly do not complete the digital consent forms required you will be discharged from the clinic.

 

Client Expectations:


We take time to ensure your expectations of a treatment and the services we are able to provide from this clinic, are achievable and realistic.  Unrealistic expectations can include:

  1.  Expecting dramatic or instant results from treatments,

  2.  Never being happy or content with how you look or how treatment results appear,

  3.  Wanting to appear more than 5-10 years younger than your actual age,

  4.  Not accepting that all treatments have limitations on what they can achieve excessive sagging of the skin, continuing smoking, sun damage & premature ageing can be difficult to repair, if at all.

  5.  Not following the pre-treatment or aftercare advice, but still expecting the treatment to give perfect results would be unrealistic.

  6. To expect not to have any bruises when needles are being used in your skin,

  7. To expect the treatment results to last longer than what the manufacturer advises,

  8. Expecting a treatment to give you the effect of a different treatment i.e. toxin to give a filler result,

  9. Expecting the treatment results of a multi treatment procedure or a more expensive treatment given over a period of time, from only one treatment.

  10. Expecting bruises, swelling or other side effects to resolve within unrealistic healing time frames.

  11. Expecting to look like your favourite celebrity is unrealistic.

  12. Wanting to look like a filtered, digitally enhanced, social media picture of yourself or someone else.

  13. Expecting out of hours emails to be answered, or sending excessive amounts of emails about already provided information. Although this is not an absolute unrealistic expectation, or contraindication, unfortunately, Skin 1st do not have the human resources to provide this level of client support. If you feel you want this level of support, please find an alternative clinic who have the capacity and resources to accommodate you. Our hours are currently Monday/Tuesday/Thursday/Friday 10am-6pm.  there will be no response to emails/texts/voicemails outside of these hours.

  14. If after having treatments you worry excessively or lose sleep, you may not be suitable to have treatments. Treatments should enhance how you feel, not contribute to feelings of anxiety.

  15. Expecting "bargain basement prices"  or complaining about the price of treatments when you have been previously informed on the treatment cost and are receiving the top brands, available on the market, performed by a regulated health professional who is an expert in aesthetics at Skin 1st.

  16.  Not accepting that side effects, complications and undesired effects can and do occur despite being informed of each specific treatment known side effects.

This is not an exhaustive list but gives an indicator to whether treatments are for you and whether you are suitable to be a client of Skin 1st.  If Andrea feels that you are not suitable, no further appointments may be booked for you.



Computerised Booking System:


Our clinic is fully computerised and all appointments are self booked/moved & cancelled by the client as are the completion of consent forms via our online booking system and the use of our savings plan scheme.  We are unable to accept any new clients who cannot operate the booking system or who are unable to complete digital consent forms.

We have a range of "how to" videos on our website and youTube channel to assist you with this.  There are also active links in every email to also assist you.

The clinic computerised system will send appointment reminders to your chosen email address, mobile telephone, or both, 48 hours prior to your booked appointment.  It will also send periodic information updates.  Your details are never shared with a third party and kept completely confidential.  Please let us know if you do not wish to receive any communication from the system. Please ensure that the email address you give us is your own, not shared with anyone and that no one else has access to your emails.

You will receive an email receipt after making any payment or after completion of treatment, detailing your payment method and treatment performed for your records.

You are responsible for booking any follow up appointments you require, i.e, toxin follow ups.  You are responsible to check you can attend and book online within 14-28 days of treatment.  Skin 1st is a busy clinic and appointments fill up quickly. We will not "squeeze" additional appointments onto our clinics nor are able to administer multiple treatments in a single slot.

We need your full details on our system at all times to enable us to obtain the products for your treatments as most products used in clinic are obtained via a private prescription.

 

Archived Patients:


If you do not attend or book any appointments for a period of 12 months, the computer system will "archive" your account.  This prevents you receiving unwanted newsletters/forms/reminders from the system and provides more clinic availability for new clients.  This archiving process is performed at the beginning of each calendar month via our computer system.  Once archived, you will not be able to book any treatments until you complete the "Archived Patient" form on the website. You will then be emailed a medical review form to complete.  Once we receive your form we will inform if your clinic account has been reactivated.

 

If you wish to book an appointment after a gap of 12 months or more please complete and submit the "archived patient registration" form on our website so that we can consider re-activating your account. The form also updates your medical records.  This is a legal requirement after a long break between prescription treatments to comply with UK medication prescribing and reviews and for your safety

.
Once your account has been re-activated, you will then be able to book online again as previously. We keep all your photographs/appointment details for a period of ten years before they are deleted completely in accordance with medical guidelines and insurance purposes.

 

In some instances we will not be able to re-activate your account and will let you know if this occurs.  The most common reason will be that our wait for an appointment is in excess of 1 month.  Once the wait has reduced we will be able to re-activate your account.


Payment & Prices:


The prices for any treatment can be viewed via the online booking system.  Payment for treatments & services must be made at time of booking, or consultation or earlier by pre-payment plan, direct debit, gift card, cash or debit/credit card.  Please ensure you have sufficient funds to pay at the time of your treatment.

We accept payments in cash, debit card, credit card, gift vouchers, direct debit or BACS payment. We do not accept cheques nor apple pay.

We reserve the right to vary prices without notice.

You, the client are responsible to pay for the treatment in full.  You also consent when accepting these terms & conditions, the release and distribution of information from your records held at this clinic to pursue non payment of treatment, to the relevant authorities.  Authorities include court officials, police, lawyers, insurance companies and financial institutions this clinic has business with. Should you not pay for your treatment or raise a charge back, we always pursue non payment via the police and court systems.



Savings Plan:

**DUE TO INCREASED COSTS THE SAVINGS PLAN SCHEME WILL BE ENDING ON THE 31ST JANUARY 2022**

THE DIRECT DEBITS WILL BE CANCELLED AUTOMATICALLY, CURRENT CLIENTS NEED NOT DO ANYTHING.

ANY CREDIT WILL REMAIN ON YOUR CLINIC ACCOUNT TO BE USED UNTIL THE BALANCE BECOMES NIL.

AS A THANK YOU A COMPLIMENTARY £20 CREDIT WILL ALSO BE APPLIED TO YOUR CLINIC ACCOUNT ONCE THE DIRECT DEBIT IS CANCELLED.

We are delighted to offer a range of easy prepayment savings options, tailored to meet your requirements. That's one less obstacle to achieving your goal! These payments will be collected monthly or weekly and credited to your clinic account as a gift card. Once you have credit on your account you can book in using your unique savings credit code.

 

New clients please contact us to ensure you are suitable to have the treatments before you commit to a payment plan and so we can create a clinic online account for you.

 

Just "click" on the plan that suits you and set up your payment plan in only a few minutes.

 

Monthly plans that are setup before or on the 25th of the month are collected on the 3rd.  Monthly plans that are set up after the 25th of a month will not be collected until the following month, approximately five weeks later. You will also benefit from an online booking gift card which has a unique code which is allocated to your account once you have a credit balance. The code allows you to book online using your unique code credit balance.  No credit checks or searches!  Can't see a plan that suits your needs? Then please contact us by email to discuss your requirements further, individual plans can be arranged to suit your requirements.

You can use your credit balance to also purchase skincare products or any items from our online shop.

*Please note no refunds of savings plan are offered so please be sure this is the method you wish to pay by. Your rights under the direct debit guarantee are not affected.*

Clients who have had an active savings plan for one whole year from 1st January until 31st December and have not missed or cancelled any payments during that year, will also have a complimentary £25 credit allocated to their savings plan as a thank you.

Refunds:


We do not offer refunds under any circumstances.  All products used in our treatments are from genuine suppliers and must be paid for. Additionally, as in any employment, our time and expenses must also be paid for. If you are unhappy with a treatment please refer to our complaints procedure where we can remedy any complications that may arise.  Please ensure that your expectations are realistic. You may need a number of treatments over a period of time to achieve the results you want.   We are happy to discuss this with you, and do so, during your treatment & consultation.

Prescriptions:


Once you book your treatment your product to perform that treatment will be ordered. Most products used in this clinic are obtained via private prescription from a regulated pharmacy. We do not purchase any medical supplies from Amazon nor Ebay, only from licensed medical pharmacies.

You agree that we are able to order, store, administer and if necessary dispose of this prescription item in your name.


If you do not attend your booked appointment or arrive too late for this prescription to be administered, it will be disposed of, which is medicine management law and you will lose any monies paid which will only cover part of our out of pocket expenses.

 

Prescription items cannot be used on any other client nor returned to the dispensing pharmacy for a refund.  Skin 1st will have paid for your item and will now have suffered a significant financial loss if you do not attend your appointment or arrive late.


Business & Personal Social Media Platforms:

 

**Skin 1st will be suspending all business social media platforms from end January 2022.  We will be using our website and online booking system & youTube channel only.**


By communicating with skin 1st across Instagram, Twitter, Pinterest, Snapchat, Tiktok and Facebook, you agree to the following:

You hereby grant us the right to use any image(s) (content) and/or your handles which you have tagged or mentioned Skin 1st, on our website and/or any Skin 1st social media platforms, including but not limited to, Twitter, Pinterest, Instagram and Facebook.

Skin 1st reserves the right to use, modify, combine or reproduce with other material, your content, with no obligation and it is royalty-free.

You warrant that you own your posted content and that it does not violate or infringe on the rights of any third party and that you have permission to use/appear in the content.

 

Andrea is not able to accept business patients who are not currently friends as "friends" on personal social media platforms. Andrea does not accept any business related queries to her personal social media accounts, personal mobile number nor to her personal residential address.


Client Behaviour:


We understand having a procedure can be both exciting and nerve-wracking and emotions can run high. Please be mindful that your behaviour remain curteous and respectful at all times when communicating with the business, staff and other clients.  Anti-social behaviour will not be tolerated either in person, in clinic, via email, telephone or via social media platforms.  We have the right to work without fear of aggression, violence, ridicule and without verbal abuse.

We do not tolerate anti-social behaviour in any form, either to ourselves or to other clients and will always take appropriate action should a circumstance occur.


Insurance & ethics:


Andrea takes her profession seriously and does not advocate unregulated or non medical members of the public injecting toxin, filler or any other substance. Therefore if you knowingly attend a non medical person and receive injections you will no longer be able to be a client of Skin 1st. 

 

It is extremely risky injecting over an unknown, substandard substance and often these people do not have insurance or adequate infection control measures amongst many other issues. The problem of non medical persons injecting is currently being debated in parliament.

As such if Andrea becomes aware you have attended a non medical person for injectable treatments you will be immediately discharged from this clinic.

We do not lift, carry or physically support patients moving around the clinic.  This means we cannot lift you on or off the treatment couch. No lifting is common practice in healthcare settings, we do not have lifting equipment on the premises.

We do not accept requests, expectations or pressure from clients to administer additional treatments or other clients,  into an already booked single slot, nor to work outside clinic hours. This is not an exhaustive list.  This behaviour is unsafe and clients will be discharged from the clinic who repeatedly have unreasonable requests.


Confidentiality:


We are bound by the NMC code of conduct & confidentiality.  This means we do not discuss or answer questions about other client's or treatments.  Confidentiality will be broken if you are deemed to be a risk to yourself or others during your medical consultations. Or if it is disclosed someone else is at risk of harm i.e child protection. If this occurs any information will only be released to relevant authorities on a need to know basis.

Medical Referrals:


Andrea is an Advanced Nurse Practitioner which means she is qualified to assess, diagnose, prescribe and refer to secondary care within the NHS. During your treatment, other medical issues may be identified by Andrea that is outside the scope of this private medical practice & this clinic.  For example, child protection,  historic sexual abuse, suspected cancers, malignant melanoma and other medical conditions Andrea may identify. Andrea will offer to refer you back to your GP or other relevant professional to continue and maintain your health both physically and psychologically if required.


Our Details:

The full name of our company is Skin 1st Ltd.
We are registered in England & Wales under registration number 12193630.
Our clinic address is Rosewood House, 45 Rosemary Terrace, Blyth, Northumberland, NE24 3DS
Our company registered address is  Rosewood House, 45 Rosemary Terrace, Blyth, Northumberland NE24 3DS.

You can contact us by email at: info@skin-1st.co.uk.


Online Shop:
Delivery


All online orders require two to five business days to process before shipping. Business Days are Monday/tuesday/Thursday/Friday, excluding holidays determined by common and other freight carriers. Expected delivery time is usually between 5 – 7 days. If an item is out of stock we will notify the consumer by telephone or email, we will either offer a replacement or a new date of delivery. If this is deemed unsatisfactory by the consumer they will be given a full refund.


Refund and Returns


The procedures, set out here, to cancel an order or return an item do not affect your right to reject faulty goods. Refunds can only be made to the payment card used to purchase the goods. As a consumer you have the right to a 14 day cooling off period where you can choose to refund the item if it is deemed unsuitable. If you wish to return the goods you have a duty to keep them in your possession and to take reasonable care of them until you return them unopened, the return address is:

Skin 1st (Ltd)
Rosewood House
45 Rosemary Terrace
Blyth
Northumberland
NE24 3DS

Goods must be returned in their original condition, unopened, including immediate packaging. As soon as goods are returned to head office, a refund will be made onto the card of purchase within 5-10 working days. The cost for returning the goods will not be refunded. If an exchange is required we can re-send another item, for example send a different sized same product. The consumer will be required to return the original item, and then we will send a replacement with no additional postal charges. Gift vouchers are non-refundable.