Policies

These Terms and Conditions of Business ("Terms and Conditions") outline the rules and regulations for the use of our services. 

In the event of any inconsistency between these Terms and Conditions and the contents of other literature provided to the client by Este Medical Group to the Patient ("you"), these Terms and Conditions shall prevail. 

‍1. Este Medical Group Ltd – Responsibilities to Patients 

Este Medical Group commits to the following:- 

a. Practitioners 

Ensure that all treatments are carried out by qualified practitioners, such as those who provide the treatment sought. 

b. Verification of Credentials 

Ensure that all the practitioners employed by Este Medical Group hold the necessary qualifications and professional registrations required to practise in the services and treatment provided by Este Medical Group. 

c. Appropriate Facilities 

Este Medical Group Ltd will provide or arrange suitable facilities for the safe and effective delivery of all treatments and ensure that health and safety are maintained at all times. 

d. Informed Consent and Suitability 

Este Medical Group Consultants will ensure that you are provided with clear and concise advice and information in relation to the treatment you seek.

This will allow you to:- 

• Understand the nature and purpose of the treatment being offered. 
• Make an informed decision about whether to proceed. 
• Participate in an assessment to determine if the treatment is suitable and likely to be effective for you. 
• A clear understanding of any side effects, reactions, any potential risks and prospects of desired outcomes. 

‍2. Your Obligation to disclose material information 

You must provide us with complete and accurate information on all material details relevant to your treatment, including any pre-existing medical diagnoses, conditions, allergies, reactions, current medications and any surgeries or operations you have undergone.  

This information is significant and necessary for Este Medical Consultants to assess your suitability for the treatment being considered and recommended. This will enable us to provide safe, effective care and minimise potential side effects, reactions or any adverse consequences. 

By providing complete and honest information, the outcome of the treatment being recommended or any treatment you seek will not be as unsuitable. 

As a client, it is your responsibility to provide us with accurate and honest material information.  

‍3. Failure to disclose relevant information 

If you fail to disclose material information, it can impact the quality of care that Este Medical Group provides and increase the risk of adverse consequences. 

We encourage you, for transparency reasons, to ask any questions and seek clarification if you are unsure about any advice and/or treatment recommended.

In the event you fail to disclose material information, Este Medical Group cannot be held liable for any adverse side effects or complications that result from your failure to disclose such information.

4. Compliance with Advice Given by Este Medical Group Ltd 

You must understand and follow all advice provided by the Consultants regarding the recommended treatment. This will include:- 

• Any preparation before undergoing treatment; 
• All safe measures advised after treatment/post-treatment, in particular, adhering to the necessary time frame, which may prevent you from undertaking normal activities, such as showering, applying makeup, consuming alcohol, and using the products recommended by Este Medical Group. 
• Failure to do so may affect the outcome of your treatment and place you at risk of an adverse reaction.

‍5. Este Medical Group Policy on Minor Children 

• In the best interest and welfare of the children, we take all safety seriously and to ensure no harm results to minor children, we have adopted a policy to protect minor children and will only agree for any children over the age of 16 to accompany you, but they must remain in our reception waiting area at all material times, whilst you undertake your treatment.  
• Este Medical Group does not accept responsibility for any reckless action by an unaccompanied minor. 
• If you bring a child under the age of 16 who is unaccompanied, the management will, at its discretion, consider whether the appointment can proceed or be cancelled in the interest of the child's welfare.

‍6. Appointments and Cancellations

To help us provide you with the best possible service, please adhere to the following in relation to appointments and attendance: 

‍a. Cancellations and Rescheduling 

• If you are unable to attend your appointment, please notify us at least 24 hours in advance by calling the designated clinic where you are receiving your treatment. 
• ‍In the event you fail to provide 24 hours' notice and there is no good reason, Este Medical Group will adopt one of the following policies:- 
• A £50 cancellation fee with no additional cost for rescheduling the appointment.  
• If the cancellation fee is not paid and no further treatment appointment is sought, then Este Medical Group, in accordance with its policy, will not refund any deposit paid.   

b. Sun Exposure/ Laser Treatments /Chemical Peels and UV Sun-Tanning 

• You must understand that to safeguard against any adverse reaction to laser treatment/chemical peels, treatment will not be undertaken if you are sun-tanned 
• If you have undergone UV Sun-Tanning, it is your responsibility to discuss this with the clinic, particularly when undergoing hair transplant treatment, which must be discussed with the clinic before your appointment.  It is your responsibility to notify the clinic at least 48 hours before your appointment for advice. It is your responsibility to ensure that the appointment is rescheduled.  
• If you have had recent sun exposure, please get in touch with your clinic at least 48 hours before your appointment for guidance. 
• If we determine that treatment cannot be performed safely on the day due to sun exposure, and you have not cancelled your appointment, our policy is that you will forfeit the treatment session. You will need to make an additional payment if you wish to have the whole session as part of the package.  

c. Punctuality 

• Please arrive at least 15 minutes before your scheduled appointment to allow time for any required paperwork. 
• ‍Late arrivals may lead to a shortened treatment. If you are significantly late, it may result in the loss of your appointment entirely. 

d. Deposits and Payments 

• Este Medical Group adopts the following policies regarding deposits, payments, and refunds:- 

Booking Deposits 

• A deposit is required to secure an appointment for any treatment.  
• Deposits are deducted from the total cost of any treatment. Any remaining balance must be paid in full before your treatment commences. 

Validity of Deposits and Treatments 

• Any deposits paid for a treatment will automatically be forfeited if the treatment is not taken up or the balance of payment for the treatment is not paid in accordance with the agreed terms. The standard policy is that any treatment must be undertaken within 12 months from date of deposit paid. 

7. Refunds 

• Refunds will be considered at the discretion of management, but Este Medical Group policy is that it does not provide refunds for deposits or funds paid for treatment.
• If management exercises discretion in exceptional circumstances where a refund is appropriate, the method of refund will be determined by the method of payment you made.
• A Refund Policy form must be signed before any refund is processed, to ensure Este Medical Group records are complete for financial audits. No refund will be issued unless this form is signed. 
• Refunds will be processed within 28 days from receipt of the signed refund policy form.  

‍Product Refunds 

• Skincare and other retail products are non-refundable once they have been opened. 
• The usual policy is that once the product is purchased, the company reserves the discretion to offer refunds for products that are still sealed.  

‍Pregnancy Policy 

• If you become pregnant during treatment, the treatment will be halted. Any products purchased or recommended by Este Medical Group must be stopped immediately.  
• The remaining treatments can resume no sooner than 3 months post-pregnancy and 3 months post-nursing, subject to medical advice. 

‍Package Treatment Refunds 

• Package Treatment (multi-treatment bundles) is refundable only at the discretion of management and in exceptional circumstances. 
• If a refund is granted, the amount will be calculated by:- 
• Deducting the full list price of all treatments already received;
• Including any fees for missed appointments;
• Any balance will then be refunded.

‍8. Liability Disclaimer 

We are committed to providing safe and effective treatments at Este Medical Group. By agreeing to undertake any treatment with us, you acknowledge the following risks and our liability:-

‍Inherent Risks:  

• All cosmetic, aesthetic, and medical-grade procedures carry inherent risks, including but not limited to skin irritation, allergic reactions, pigmentation changes, scarring, delayed healing, infection, treatment failure, and hair loss or lack of regrowth. 

‍No Guarantee of Results:  

• While we strive to achieve the best possible outcome, our desired results have a proven track record of success. However, results are not guaranteed. Outcomes may vary significantly based on individual factors such as age, skin or hair type, genetics, medical history, lifestyle habits, and adherence to aftercare instructions. 

‍Client Responsibilities:  

You are responsible for:-

• Providing complete and accurate medical information before treatment, as aforementioned.  
• Following all pre and post-treatment care instructions as advised. 
• Informing the clinic of any changes in your medical condition or medication use. 
• ‍Limitation of Liability: 
• Except in cases of proven negligence resulting in personal injury or harm. 
• Este Medical Group and its staff shall not be liable for any direct, indirect, incidental, or consequential loss or damage, including dissatisfaction with results. 
• We are not liable for complications arising from the non-disclosure of medical conditions, failure to follow aftercare instructions, or the use of non-prescribed products. 

‍Medical Emergencies & Allergies 

• It is your responsibility to disclose any known allergies, sensitivities or medical conditions. The clinic is not responsible for adverse reactions that occur when such information is not disclosed.

‍9. Informed Consent  

‍Understanding of the Treatment 

You have received a clear and adequate explanation of the proposed treatment(s), including the following: 

• The nature and purpose of the procedure or service;
• The anticipated benefits;
• Any material risks or potential side effects; 
• Are there any alternatives available, including the option of not undergoing the treatment.  

‍Opportunity to Ask Questions 

• The client has had the opportunity to ask questions and discuss any concerns with a qualified member of staff and all such questions have been answered to the client's satisfaction. 

‍Voluntary Participation 

• The client understands that participation in the treatment is entirely voluntary and that they may withdraw consent or discontinue treatment at any time, without affecting their legal rights or access to future care or services. 

‍No Guarantee of Outcome 

• The client acknowledges that while every effort will be made to achieve the desired outcome, Este Medical Group does not guarantee any particular result, and outcomes may vary between individuals. 

‍Disclosure of Medical History 

• The client confirms that they have disclosed all relevant medical information, including existing health conditions, allergies, medications, and previous procedures, to enable appropriate clinical assessment and safe treatment planning. 

‍Consent to Proceed 

• The client having read and understood the above, consents to proceed with the treatment or service as discussed. 

‍10. Complaints 

At Este Medical Group, we are committed to delivering the highest standard of care and service. 

If you are dissatisfied with any aspect of your consultation or treatment, we encourage you to bring your concerns to our attention as soon as possible. Please speak directly with the clinic manager or the designated deputy, who will do their best to resolve the matter promptly and professionally.

For formal complaints, please refer to the Complaints Procedure. Please follow the link for our complaint’s procedure. 

‍11. Alternative Dispute Resolution 

In the event of any dispute or claim arising out of or in connection with this agreement, the parties agree to attempt in good faith to resolve the dispute promptly through negotiation. 

If the dispute is not resolved through negotiation within a reasonable time frame based on the complex nature of the dispute, the parties will attempt to settle the dispute by mediation in accordance with the Centre for Effective Dispute Resolution (CEDR) Model Mediation Procedure. 

No party may commence court proceedings in relation to any dispute arising out of this agreement until it has attempted to settle the matter through mediation, provided that the right to issue proceedings to preserve a legal right or meet a limitation period is not prejudiced. 

‍12. Confidentiality and Data Protection

Este Medical Group is fully committed to protecting your privacy and handling your  personal data in accordance with applicable UK data protection legislation, including: 

• The UK General Data Protection Regulation (UK GDPR) 
• The Data Protection Act 2018 

‍Collection and Use of Personal Data 

• We collect and process personal information such as your name, contact details, medical history and treatment records for the purpose of delivering safe and appropriate clinical care. 
• Our data is collected with your explicit consent and is used solely for the purpose of providing consultation, treatment, aftercare, and for internal clinical records. 

‍Disclosure of Information 

• Your personal and medical information will be kept strictly confidential 
• It may be shared only with relevant clinical staff (including practitioners, clinicians, and technicians) involved directly in your treatment. 
• We will not disclose your information to any third party without your explicit written consent, unless required by Law or a serious medical emergency where your safety is at risk. 

‍Your Data Rights  

Under UK data protection law, you have the right to: 

• ‍Access your personal data; 
• ‍Request corrections to inaccurate or incomplete information; 
• ‍Withdraw your consent to data processing at any time (though this may affect your eligibility for treatment) ;
• ‍Request erasure of your data, subject to legal and clinical record-keeping obligations. 

‍Treatment

• As part of your treatment journey, you acknowledge and consent to before and after photographs being taken of the area(s) being treated (e.g. scalp for hair restoration or skin treatments). 
• These images will be securely stored within our electronic records system alongside your client file. 
• The purpose of these photographs is to document progress and evidence the effectiveness of the treatment provided. 
• Individual outcomes may vary depending on factors such as skin condition, skin tone, underlying concerns and exposure to environmental or lifestyle factors. 

‍13. Storage and Security 

• All client records, including photographs and treatment notes, are stored securely in encrypted digital systems or locked physical files. 
• Access is limited to authorised personnel only. 
• Data is retained for the minimum period required by law or clinical guidelines and then securely destroyed in accordance with our policies and procedures.

14. No Variation 

• No variation, amendment, or exception to these Terms and Conditions shall be valid or binding unless it is agreed in writing, and countersigned by the Clinic Director of Este Medical Group. 
• Verbal agreements or informal communications will not be considered valid modifications to this agreement. 

15. Legal Jurisdiction 

These Terms and Conditions, along with any services provided by Este Medical Group and its representatives, shall be governed by the laws of England and Wales.

In the event of any dispute, the courts of England and Wales shall have exclusive jurisdiction.