Appointment and Cancellation Policy
You will be sent a confirmation for your appointment initially, and by text message 48 hours prior to your appointment.
A deposit of £30 is required when booking an initial consultation and to confirm each ongoing treatment. This £30 will be held on your account, and only refunded if no further bookings are to be made.
Deposits will be forfeit for cancellations with less than 72 hours notice, or no-shows. Rescheduling of appointments must be made with at least 24 hours notice, and after a third appointment (i.e. initial appointment and 2 changes), the £30 deposit will be forfeit and an additional payment must be made to secure a further booking.
Please arrive on time to ensure sufficient time is available to complete required paperwork and the treatment being undertaken. If you arrive more than 10 minutes late you may not be able to be seen and this will be considered non-attendance, and a further deposit will be required to rebook your appointment. If you think you are going to be late for any reason (e.g. traffic) it is essential that you call as early as you are able to.
Failure to follow pre-treatment advice and requirements may lead to your appointment being cancelled on the day if treatment is unable to take place and this may be considered as a short notice cancellation and be subject to charge of £30. Further treatments may not take place until this charge has been paid.
Initial Consultation and quotation
An initial appointment is required for all skin, laser and aesthetic treatments prior to treatment being carried out to ensure suitability, safety and to construct a plan of treatment. Occasionally, but not always, a minimum of 24-48 hours may be required before treatment may commence. Some treatments will require a period of pre-treatment with homecare products, and this will be explained at consultation. Treatment will not be possible without initial consultation. Patch tests may be carried out at this appointment if client is suitable and it is clinically necessary. The client may be advised to wait longer before commencing treatment if there is a clinical reason to do so (for example, waiting to assess response for laser hair removal on lighter hair colours, to allow sun-exposure time to elapse, to allow pre-waxed hair to regrow etc). Advice will be given of these reasons on the day of assessment. If the client requests to commence treatment despite these reasons, all liability from the company is forfeit. The clinician or therapist may refuse to treat if appropriate. Quotations made at this initial appointment will be valid for 30 days.
All treatment plans may now be subject to a GoCardless standing order system. No additional charge will be added for this service, and the client at any point may stop payments. However, refunds will not be paid on monies already paid through standing order. Treatments may be taken up to the value of payments made, or this amount may be offset against a treatment of higher value.
Deposits paid will be offset against the cost of treatment on the day if attendance is made, and no further bookings are made.
Refunds will not be made on treatments already taken, nor on block-booked courses paid in advance for any reason other than on medical grounds. If a refund is agreed on existing block bookings, it will be calculated by deducting the full list price (pay-per-session cost AT THE POINT OF INITIAL BOOKING) of all treatments taken up to that point, plus any charged for non-attendance, from the total price paid, less a 2.5% administration charge.
Vouchers and discounts
Vouchers are valid only for the named person. Vouchers are normally valid for 12 months unless otherwise specified. Vouchers may not be used against products unless specified on the voucher.
Xodos will be not be liable for any loss or damage arising out of or in connection with its provision of any goods and/or services to the client. The client is responsible for ensuring that he/she provides all up to date and relevant medical and personal information relevant to the treatment being provided, and changes to such information at each appointment. No liability will be accepted as a result of failure to disclose such information. The client agrees to comply with instruction, advice and pre/post treatment care information given to them on or on behalf of Xodos regarding the areas treated. This does not exclude liability for personal injury resulting from negligence caused by any member of Xodos staff.
While visiting therapists are bound to act in accordance with Xodos guidelines, the company does not employ them and will not be liable for adverse incidents relating to treatment by them. Individuals must address cases to the therapist concerned.
Complaints should, in the first incidence, be directed to the treating therapist. If further help is required then the complaint should be made in writing to the directors. All complaints will be addressed within 7 days of notification if practicable.