Patient Terms
Terms & Conditions
1. About These Terms
These Terms apply to enquiries, waiting-list registrations, consultations, non-surgical aesthetic treatments, skin services, products, packages and other services expressly made available by ZARYA Clinic Ltd. They form part of the contract between the clinic and the patient or purchaser, together with any booking confirmation, treatment-specific consent form, quotation, package terms and privacy information.
Nothing in these Terms limits statutory rights or excludes liability where it would be unlawful to do so. If treatment-specific information conflicts with a general provision, the more specific lawful term will apply to that treatment.
2. Soft Launch and Service Availability
During the soft launch, only services expressly confirmed as available may be booked or provided. Website descriptions of planned services, expressions of interest and waiting lists are not offers capable of acceptance and do not guarantee availability, suitability, price, practitioner, start date or treatment.
The clinic may add, amend, postpone or withdraw a service. No unavailable service will be represented as currently bookable. If a future service requires additional legal, professional, staffing, premises, insurance or governance arrangements, it will not be introduced until the clinic is satisfied that those requirements are in place.
3. Eligibility and Age
Aesthetic treatments are available only to adults aged 18 or over. Proof of age or identity may be required. The clinic may refuse to proceed if identity or age cannot be verified or if there are concerns about capacity, coercion, safeguarding or the ability to provide informed consent.
4. Patient Registration and Pabau
The clinic uses Pabau for registration, appointments, forms, medical histories, consent records, treatment notes, communications, invoices and receipts. Patients must provide accurate contact details and complete required forms before an appointment. Failure to provide required information may result in delay, cancellation or refusal to proceed.
5. Accuracy and Disclosure
Patients must provide complete, accurate and current information, including relevant medical conditions, medications, allergies, pregnancy or breastfeeding, previous procedures, implants or devices, infections, skin conditions, healing problems and previous adverse reactions. Patients must tell the clinic about material changes before each appointment. The clinic is not responsible for consequences caused by information a patient knowingly withholds or misrepresents, except to the extent the clinic remains legally responsible.
6. Consultation, Clinical Suitability and Right to Decline
Booking or paying does not guarantee treatment. A practitioner may decline, postpone, modify or stop a service where it is not appropriate or safe; further information or referral is required; consent is not valid; expectations are unrealistic; the patient is unwell or impaired; instructions have not been followed; requested treatment is outside scope; or proceeding would be unlawful, unethical or contrary to professional judgement.
7. Consent
Patients must receive appropriate information and give valid consent before treatment. Consent may be recorded electronically, in writing and through discussion. A patient may withdraw consent before treatment starts. If consent is withdrawn after chargeable consultation, bespoke preparation, ordered tests, products or other work has already been provided or incurred, the clinic may charge a fair amount for that work, subject to law.
8. Prices, Estimates and Self-Pay Status
The clinic is self-pay and does not submit insurance claims. Prices are stated in pounds sterling and will be communicated before purchase or treatment. A treatment plan or estimate may change where clinical assessment changes the proposed service, the patient requests additional services, or third-party costs change. No additional charge will be made without informing the patient and obtaining agreement, except where immediate action is reasonably necessary for safety and consent can lawfully be obtained.
9. Deposits and Booking Confirmation
10. Payment
Unless agreed otherwise in writing, fees are due at the time stated in the booking confirmation and in any event before treatment is provided. The clinic may accept card, bank transfer or another approved method. The clinic may postpone or cancel a booking if payment is not received by the deadline. Receipts and invoices may be issued electronically through Pabau or an associated system.
11. Distance Bookings and Statutory Cancellation Rights
Where a service contract is entered online, by telephone or otherwise at a distance, the patient may have a statutory 14-day cancellation period beginning after the contract is made, subject to legal exceptions. If the patient expressly asks the clinic to begin a service during that period, the patient may be required to pay a proportionate amount for work supplied before cancellation. If the service is fully performed during the cancellation period following the patient’s express request and acknowledgement, the statutory right to cancel may end.
Appointments for a specific date may also be subject to the clinic’s fair cancellation policy. The clinic will provide the legally required pre-contract information and a means to communicate cancellation. Statutory rights are not replaced by the clinic’s notice periods.
12. Patient Cancellations, Rescheduling and Non-Attendance
The cancellation notice applying to a booking will be stated at the time of booking. Unless a different period is clearly stated:
- Consultations and standard appointments: at least 48 hours’ notice.
- Longer, device-based, injectable or resource-intensive appointments: at least 72 hours’ notice.
If insufficient notice is given or the patient does not attend, the clinic may retain a fair proportion of the deposit or charge a reasonable cancellation fee reflecting direct loss, resources committed and the clinic’s ability to refill the appointment. The clinic will take reasonable steps to reduce its loss and will not impose a disproportionate penalty.
13. Late Arrival
Patients should arrive on time. Late arrival may require the appointment to be shortened, changed or rescheduled where safe treatment cannot be completed. A fair charge may apply if the reserved time cannot reasonably be reused. The practitioner will not rush or omit safety-critical steps to accommodate lateness.
14. Cancellation or Rescheduling by the Clinic
The clinic may cancel, postpone or change an appointment because of practitioner illness, equipment failure, premises or safety concerns, incomplete documentation, non-payment, clinical contraindication, emergencies, supply disruption or circumstances outside reasonable control. Where the clinic cancels for reasons not attributable to the patient, it will offer a reasonable alternative or refund fees for the unprovided service. The clinic is not ordinarily responsible for indirect travel, accommodation, childcare or loss-of-earnings costs, except where the law requires otherwise.
15. Refunds
Refunds are considered fairly according to the circumstances, work already performed, products or services already supplied, clinical suitability and consumer law. A consultation, assessment, treatment plan, test, prescription-related service, bespoke or opened product, clinician time or completed treatment may be chargeable even if the patient later changes their mind, provided the charge is lawful and fair.
A variable or disappointing outcome does not automatically create a refund right where the service was provided with reasonable care and skill and the known limitations were explained. This does not affect rights where a service has not been provided with reasonable care and skill, has been misdescribed or another statutory remedy applies.
16. Outcomes and No Guarantee
Individual responses vary. Factors may include anatomy, age, skin condition, medical history, medication, lifestyle, previous treatment, healing response and compliance with instructions. The clinic will exercise reasonable care and skill but cannot guarantee a particular result, degree of improvement, duration, symmetry or absence of side effects.
17. Treatment Risks and Aftercare
Non-surgical aesthetic and device-based services may involve side effects and complications. Treatment-specific risks will be explained during consent and may include temporary pain, redness, swelling, bruising, pigment change, infection, burns, blistering, scarring, asymmetry, nodules, allergic reaction, vascular or nerve injury, delayed healing and the need for review or further treatment. This general list is not a substitute for treatment-specific consent.
Patients must follow pre-treatment and aftercare instructions, attend recommended reviews and seek help promptly if advised warning signs occur. Failure to follow instructions may increase risk and affect outcome.
18. Prescription-Related Services and Products
Any medicine is subject to individual assessment and an authorised prescriber’s independent judgement. A consultation does not guarantee a prescription. Medicines and products must be used only as directed and not shared. Dispensed, prescribed, personalised, opened or hygiene-sensitive items may not be returnable unless faulty, misdescribed or return is required by law.
19. Diagnostics and Third-Party Services
If diagnostic or other third-party services are introduced and made available, fees, scope, expected timing and follow-up will be explained before purchase. Third-party turnaround times may vary. Fees already incurred may be non-refundable where a test or service has been ordered or performed, subject to statutory rights. Results must be interpreted in context and may require a separate consultation or referral.
20. Packages, Courses and Programmes
Specific terms, validity periods, included services, exclusions and payment arrangements will be provided before purchase. Packages are personal and non-transferable unless agreed in writing. Each session remains subject to suitability. Missed or late-cancelled sessions may be deducted only where the term and charge are fair. If continuation becomes unsuitable, the clinic will review unused value fairly, taking account of services already supplied and any lawful costs incurred.
21. Promotions and Introductory Offers
Offers are subject to stated dates, availability, eligibility and service-specific terms. They have no cash value and cannot be combined unless expressly stated. Clinical suitability is never waived. Marketing will not create urgency that undermines informed decision-making. The clinic may correct an obvious pricing error before accepting a booking, but will not alter an accepted price arbitrarily.
22. Patient Conduct and Safety
Patients, companions and visitors must behave respectfully and follow reasonable safety, privacy and infection-control instructions. Abuse, threats, discrimination, harassment, unauthorised recording, deliberate disruption, fraudulent conduct or pressure on a practitioner to provide inappropriate treatment may result in refusal of service, removal from the premises or termination of the relationship. Immediate treatment needs and continuity considerations will be managed appropriately where relevant.
The clinic may refuse treatment where a patient appears affected by alcohol, recreational drugs or another substance that may impair consent or safety.
23. Companions, Carers and Children
A patient may request reasonable support or a chaperone. Access for companions or carers may be limited in treatment areas where required for privacy, space, safety or infection control, but reasonable adjustments will be considered. Children should not attend unless agreed in advance and must remain under the responsibility of an accompanying adult.
24. Photography and Recording
Clinical photography is addressed in the Privacy Notice and treatment consent. Patients and visitors must not photograph or record staff, practitioners, other patients, records or restricted areas without prior permission. The clinic may refuse or stop unauthorised recording to protect privacy and safety.
25. Communications
The clinic may communicate through Pabau, email, SMS, telephone, post or another approved system for bookings, forms, payment, care instructions and follow-up. Patients must keep contact details current and check communications. Sensitive information should be sent through the channel requested by the clinic where possible.
26. Complaints and Feedback
Concerns should be raised as soon as reasonably possible so they can be investigated. Complaints may be made:
- Email: quality@zaryaclinic.com
- In person: by asking to speak with the Practice Manager or responsible practitioner
The clinic will acknowledge, investigate and respond in line with its complaints process. Raising a complaint will not adversely affect the patient’s right to appropriate care or review.
27. Emergencies and Out-of-Hours Support
ZARYA Clinic is not an emergency service. Treatment-specific contact instructions will be provided where appropriate. For a medical emergency, call 999 or attend Accident & Emergency. For urgent non-emergency medical advice, contact NHS 111, your GP or another appropriate urgent-care provider. Do not delay emergency care while waiting for a response from the clinic.
28. Outstanding Balances
The clinic may send reasonable reminders and, where necessary, refer a genuinely overdue undisputed balance for recovery after giving notice. Any recovery action and charge will be lawful, proportionate and limited to amounts properly due and permitted costs. The clinic will consider genuine disputes, vulnerability and reasonable payment proposals fairly.
29. Liability
Nothing excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, breach of statutory rights, or any liability that cannot lawfully be excluded. Subject to that, the clinic is not responsible for losses that were not reasonably foreseeable when the contract was made or for loss caused by inaccurate information, failure to follow instructions, biological variability or events outside reasonable control, except where the clinic remains legally responsible.
30. Changes to Services and Terms
The clinic may update these Terms for future bookings to reflect changes in law, services, prices or operations. The terms accepted for an existing booking will normally continue to apply unless a change is required by law, necessary for safety, or agreed with the patient. The current version will be available on the website.
31. Governing Law
These Terms are governed by the law of England and Wales. Courts with mandatory consumer jurisdiction remain available to the patient. Nothing prevents the parties from attempting to resolve concerns informally first.
Book a Consultation
Begin Your Zarya Journey
Every strategy begins with a conversation. Book a private consultation with our clinical team in Kensington.