Appointment and Cancellation Policy
You will be sent a reminder for your appointment initially, and 48 hours prior to your appointment.
A deposit of £30 is required when booking an initial consultation and for the first treatment.
Deposits will be forfeit for cancellations with less than 24 hours notice, or non-attendance on the day.
Deposits are not required for ongoing bookings, however non-attendance to these appointments may lead to a charge of £30 if cancellations are made with less than 24 hours notice. Repeated non-attendance (3 or more non-attendances or short notice cancellations) may lead to a pre-paid treatment being forfeit. In this instance, a deposit of £30 will be required against each future appointment.
Deposits may be used against the cost of treatment or refunded at the time of the appointment if the decision is made not to go ahead with treatment immediately. Deposits unclaimed after 12 months of the initial appointment will be considered non-refundable.
Please arrive 10 minutes prior to your consultation or first appointment, and then 5 minutes prior to ongoing appointments in order to ensure there is sufficient time to complete required paperwork.
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. Usually, a minimum of 24-48 hours will be required before treatment may commence.
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 3 months.
Full block-booking discounts package costs are payable in full at the time of the first treatment appointment. Deposit costs will be offset at this point.
If a payment plan option is undertaken, an additional charge will be charged up to a maximum of 5% of the total cost.
Pay-per-session costs are non-discountable and payable in full at the time of each treatment.
To take advantage of a payment plan,
– the cost of treatment must be over £250
– a Standing order or Go Cardless payment must be set up as per the plan chosen.
– If a payment is not made, treatment will not continue until the payment is made and the account is up to date.
– a 5% administration fee will be added to the package cost at the point of booking.
Deposits paid will be refunded or offset against the cost of treatment on the day of treatment if attendance is 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, it will be calculated by deducting the full list price (pay-per-session cost) 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, as documented. Vouchers are normally valid for 12 months unless otherwise specified. Vouchers may not be used against products unless specifically specified.
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 Xodos will not be liable for any adverse incidents relating to treatment by a visiting therapist and individuals must address cases to the therapist concerned. (Including, but not restricted to, Injectable cosmetics, Micro-blading and lashes, external massage therapy, external Nail technicians, Barber, make-up and hair therapists etc).
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.