The Skin Nurse Terms and Conditions 01 Oct 2026 1. About these terms These terms apply when you use www.theskinnurse.co.uk and when you book or receive treatment or an online consultation with The Skin Nurse Ltd (“we”, “us”, “our”). Sections 2 and 3 apply to everyone using our website. Sections 4 to 12 apply when you book with us. By booking, you agree to these terms, so please read them carefully. The Skin Nurse Ltd is registered in England under company number 11122205. Our registered office is 240 Reculver Road, Herne Bay, Kent, CT6 6QR, and our clinic is at 23A Broad Street, Teddington, Middlesex, TW11 8QZ. You can contact us at hello@theskinnurse.co.uk or on 07779 113416. Nothing in these terms affects your legal rights as a consumer. How we use your personal information is explained in our GDPR Privacy Policy. 2. Using our website You may use our website for your own personal, non-commercial use. You must not misuse it, for example by trying to gain unauthorised access, introducing viruses, or using it for any unlawful purpose. All content on our website, including text, photographs, videos, logos and designs, belongs to The Skin Nurse Ltd or is used with permission. You may not copy, reproduce or use it without our written consent. Before-and-after photographs are shared with our patients’ explicit consent and must never be copied or reused. We try to keep our website accurate and available, but we cannot guarantee it will always be error-free or uninterrupted. Links to other websites are provided for convenience only, and we are not responsible for their content. 3. Medical information on our website The information on our website, blog and social media is general information only. It is not medical advice and is not a substitute for a personal consultation with a qualified healthcare professional. Results vary from person to person, and before-and-after photographs show individual results that may not be typical. If you have a medical concern, please speak to your GP or book a consultation. In an emergency, call 999 or go to your nearest A&E. 4. Booking and consultations You can book online through our booking system, through our chatbot, by email or by phone. Your booking is confirmed when you receive a confirmation from us and any payment due at booking has been made. All new patients start with an initial consultation. This costs £75, paid in full when you book. It covers a full assessment of your skin, medical history and goals, and a personalised treatment plan. £25 of the fee is held as credit on your account for 4 weeks from your consultation and can be put towards any treatment booked in that time. After 4 weeks, the credit expires. A consultation does not commit you to having treatment, and it does not guarantee that treatment will be offered. See section 8. 5. Deposits, payment and packages A £50 deposit is required to book any treatment. The deposit secures your appointment and is deducted from the cost of your treatment on the day or day of treatment. The balance is paid in full at your appointment. Our prices are shown on our website and confirmed at your consultation. Prices include VAT where it applies and may change, but the price you are quoted when you book will be honoured for that appointment. We accept payment by card or bank transfer. We never store your full card details. Packages. Treatment packages must be used within 12 months of purchase, and any sessions not used within that time will expire. If you decide to cancel a package, we will refund the unused sessions, after charging the sessions you have already had at our standard individual price. If we decide a treatment is no longer clinically suitable for you, we will refund any unused sessions in full. Monthly treatment pre-payment plans. You can choose to pay a fixed amount each month to spread the cost of your treatments. Your payments build up as credit on your account, and a treatment can only go ahead once you have enough credit to cover its full cost. We will agree your monthly amount with you based on the treatments you plan to have. For example, a treatment you have four times a year at £350 each time would be about £117 a month. You can cancel your plan at any time by contacting us, and we will refund any unused credit on your account. If our prices change, we will tell you in advance and you can adjust or cancel your plan. 6. Cancellations, lateness and missed appointments We keep booked appointment times free especially for you, so we ask for at least 48 hours’ notice if you need to cancel or rearrange. Situation What happens You give 48 hours’ notice or more Your deposit or consultation fee is moved to your new appointment or refunded if you don’t wish to rebook. You give less than 48 hours’ notice Your deposit, or your consultation fee, is kept You do not attend Your deposit, or your consultation fee, is kept You arrive more than 5 minutes late We will still treat you if there is time to do so safely. If there is not, we will need to rearrange your appointment and your deposit will be kept We need to cancel We will offer you a new appointment or a full refund of anything you have paid We understand that genuine emergencies happen, and we may use our discretion in exceptional circumstances. This section is subject to your right to cancel in section 7. 7. Your right to cancel online bookings If you book online, by email or by phone, the law gives you the right to cancel within 14 days of booking without giving a reason. This right does not apply to bookings made in person at the clinic. If your appointment falls within those 14 days, by booking you are asking us to provide it within the cancellation period. If you cancel within 14 days of booking and before your appointment, we will refund your deposit or consultation fee in full within 14 days. Once your consultation or treatment has been fully provided, you lose the right to cancel it. To cancel, email hello@theskinnurse.co.uk or call us. After the 14 days have passed, section 6 applies. 8. Suitability and your treatment Your safety comes first. All treatments are provided by, or under the supervision of, a registered nurse and independent prescriber. Age. Our treatments are for adults aged 18 and over. We do not provide injectable treatments to anyone under 30. We may ask for photo ID. Your medical information. You must give us complete and accurate information about your health, medications, allergies and previous treatments, and tell us about any changes before each appointment. Withholding information can affect your safety and your results. Consent. You will be asked to sign a consent form before treatment, after we have explained the benefits, risks and alternatives. You can ask questions or change your mind at any point before treatment starts. Our right to decline. We may decline or postpone treatment if, in our clinical judgement, it is not safe, suitable or in your best interests, or if your expectations cannot realistically be met. If we decline treatment at the appointment for clinical reasons, your deposit will be refunded or, if you prefer, kept on your account towards a more suitable treatment. Aftercare. You will be given aftercare advice and must follow it. Please contact us promptly if you have any concerns after treatment. If you have a serious reaction, call 999 or go to A&E. Conduct. We may refuse treatment to anyone who is under the influence of alcohol or drugs, or who behaves abusively towards our team. 9. Results, reviews, products and your consumer rights We will always provide your treatment with reasonable care and skill. Everyone responds differently, so while we will explain the results you can realistically expect, we cannot guarantee a specific outcome. Some treatments include a review appointment, and any top-up we recommend at that review is included in the original price. We will tell you at your consultation whether this applies to your treatment. We do not offer refunds because you have changed your mind after treatment or because a result differs from what you hoped, where the treatment was carried out properly. If you believe your treatment was not carried out with reasonable care and skill, please contact us. We will review it and, where appropriate, offer corrective treatment or a partial refund, in line with your rights under the Consumer Rights Act 2015. Skincare products you buy from us are covered by your normal legal rights if they are faulty. Skincare products. You can buy skincare products from us in clinic, through our website, or through our partner platform, which has its own terms of sale. If you buy products from our website, you can return them within 14 days of delivery for a refund, as long as they are unopened and still sealed. For hygiene and safety reasons, we cannot accept returns of opened skincare unless it is faulty. 10. Online consultations (The Glow Plan) The Glow Plan is an online skin consultation costing £47. You complete a questionnaire and upload photographs of your skin, and we send you a personalised skincare plan, usually within 72 hours of receiving your completed form. It is not a live appointment. Your plan is based only on the information you provide, so please make sure they are accurate and clear. An online consultation has limits: we cannot examine you in person, and it is not suitable for assessing moles, changing marks or anything you are worried may be skin cancer. Please see your GP about these. If we feel you need an in-person assessment, we will tell you. It is not an emergency service. When you buy an online consultation (such as The Glow Plan) and submit your form, you are asking us to start work straight away. If you cancel before we start, you will receive a full refund. If you cancel after we start but before your plan is sent, we may keep a proportionate amount for the work done. Once your plan has been sent, the service is complete and you can no longer cancel it. If we recommend skincare products, you can buy them through our partner platform, if you choose to, which has its own terms of sale. Prescription skincare is only supplied where it is clinically appropriate. 11. Our responsibility to you Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else the law does not allow us to limit. Otherwise, we are responsible for loss or damage you suffer that is a foreseeable result of us breaking these terms or failing to use reasonable care and skill. We are not responsible for loss or damage that was not foreseeable, for business losses, or for problems caused by you not following our aftercare advice or not giving us accurate medical information. Where our liability can be limited, it is limited to the price you paid for the treatment or service concerned. We hold professional indemnity and medical malpractice insurance for all the treatments we provide. 12. Complaints, governing law and changes If you are unhappy with any part of our service, please tell us so we can put it right. Contact us at hello@theskinnurse.co.uk. We will acknowledge your complaint within 5 working days and aim to give you a full response within 20 working days. If we cannot resolve your complaint, we will tell you in writing and give you details of an independent dispute resolution service. These terms are governed by the law of England and Wales, and any disputes will be dealt with by the courts of England and Wales. We may update these terms from time to time. The terms in force when you made your booking will apply to that booking. These terms were last updated on 01/10/2026