Terms and Conditions

These terms set out how Skin Renew London Ltd provides its services to clients. Please take the time to read and understand them before booking a consultation or treatment at either of our clinics.

1. Appointments and Cancellations

If you need to cancel or move an appointment, please give us at least 48 hours’ notice. If you give less notice or do not attend, the session will be counted as used and will not be refunded or rebooked free of charge. This applies to both single sessions and courses.
We send appointment reminders by text and email at least 24 hours beforehand. These are a courtesy only and do not change the 48-hour notice period.
All of our practitioners are trained and certified to work to the clinic’s treatment protocols, so we cannot guarantee that every session will be carried out by the same practitioner.
Please arrive at least 10 minutes early so that any paperwork can be completed. Arriving late may mean a shorter treatment or a missed appointment (see section 2).
We will do everything we reasonably can to see you at your booked time. If we ever need to delay, cancel or rearrange your appointment at short notice, we will let you know as soon as possible.
Before your appointment we will tell you about any preparation needed, such as avoiding sun exposure.
If our practitioner decides on the day that it is not safe to treat you, for example because of a recent tan or sunburn, your appointment may be moved to a later date.
Make-up, deodorant, perfume, fake tan and oil-based products must be removed from the treatment area. Our practitioners will cleanse the skin, but we cannot be responsible for reactions caused by product residue left in the pores.
All clients must be aged 18 or over to begin treatment.

2. Late Arrival

If you arrive late, we may not be able to give you your full treatment time, and in some cases the appointment may need to be cancelled. Where a later slot is free on the same day, we will try to fit you in.

If you would like numbing cream applied at the clinic, please arrive 30 minutes before your appointment. If you arrive too late for the cream to take effect and our practitioner does not feel it is appropriate to go ahead without it, the treatment may be cancelled.

3. Payment

All treatment must be paid for before your first appointment is booked, either in full or through our finance option. Finance is subject to approval by our finance provider.
If you bought your course using finance, any cancellation or refund is a matter between you and Skin Renew London, and should be raised with us directly. If we agree to a refund, an administration charge of £150 will apply, which will be deducted from the balance of the refund due.
Offers and promotions cannot be used alongside any other offer, discount, code or promotion unless we state otherwise.
Sessions you have prepaid for do not expire. Any course you have purchased from us, whether online, in clinic or by phone, will be honoured.

4. Refunds

You can cancel your course within 14 days of purchase (the cooling-off period) and receive a refund for any sessions you have not used.
If you have already had any sessions from your course, each session used will be charged at our standard single-session price, not the discounted course price, and this amount will be deducted from your refund.
Once the cooling-off period has ended, courses paid for in full are only refunded where a medical reason means you can no longer continue treatment. We will ask for a letter from your GP or another medical professional confirming this. Any refund will be calculated in the same way as above.
Once the cooling-off period has ended, courses purchased using finance are not refundable for any reason.
If you bought your course using finance, any cancellation or refund is a matter between you and Skin Renew London, and should be raised with us directly. If we agree to a refund, an administration charge of £150 will apply, which will be deducted from the balance of the refund due.
Remaining sessions will not go to waste. Whether you paid in full or used finance, if you no longer need or are unable to use your remaining sessions, they can be used to treat a different tattoo or transferred to a friend or family member aged 18 or over. Sessions can be used on a tattoo of the same size or smaller; if the new tattoo is larger, the difference in price will need to be paid. Anyone taking over sessions must have a consultation first to confirm the treatment is suitable for them. Remaining sessions cannot be exchanged for cash.
To request a refund, please email info@skinrenewlondon.co.uk.

5. Liability

Skin Renew London Ltd will not be liable, whether in contract, negligence or otherwise, for any economic loss (including loss of earnings or profit) or any indirect or consequential loss arising from the services we provide. Nothing in these terms limits our liability for death or personal injury caused by our negligence, or any other liability that cannot be excluded by law.
You must give us full and accurate details of your medical history, medication and health before every treatment. We will not be liable for harm resulting from information that was not disclosed.
You agree to follow the aftercare instructions and advice given by our practitioners for the treated area.

6. Complaints

We always aim to give you the best possible service. If you feel we have fallen short, you can raise a complaint in person, by phone (020 8706 0102 or 07521 513915), in writing, or by email to info@skinrenewlondon.co.uk.

We will acknowledge your complaint within 48 hours and tell you who is looking into it. While we investigate, we may contact you by phone or email for more information, and we may invite you to a follow-up consultation. If you would prefer not to be seen by the practitioner involved, just let us know and we will arrange for someone else to review your case.

This is a summary only. Our full Complaints Procedure is available on request.

7. Children

Children are welcome at our clinics, but for health, safety and insurance reasons our staff cannot look after them while you are being treated. Please only bring children with you if another adult can supervise them.

8. Alcohol and Drugs

We will not treat anyone who is clearly under the influence of alcohol or drugs, or who is behaving in a disruptive way. This does not apply to prescribed medication, which you should tell us about before treatment.

9. Animals

For the health and safety of all our clients, pets are not allowed in our clinics. This includes emotional support, comfort and therapy animals.

Assistance dogs that are trained to carry out tasks for a person with a disability are welcome and must be kept on a lead or harness unless this would stop them doing their work. If you arrive with an animal that is not an assistance dog, we will ask you to take it off the premises, so please leave pets at home.

10. Photographs

We take photographs of the treated area before and during your course so that we can record your progress. These photographs form part of your confidential client record.

We will only use your photographs in marketing, including on our website and social media, if you give separate written consent. You can withdraw that consent at any time, and we will not use your photographs in any new marketing after that.

Skin Renew London Ltd

Recording and Privacy Policy

1. Purpose

We understand that clients and visitors may sometimes want to take photos, film or make audio recordings at our clinics. This policy explains when that is allowed and the conditions that apply, so that everyone’s privacy and confidentiality are protected.

2. Reception and Waiting Areas

Recording in reception or waiting areas is not permitted without our written permission, which must be requested beforehand. Anyone who appears in the recording must also agree to it. Filming or photographing staff, clients or visitors without their consent is not allowed.

3. Consultations and Treatments

Recording or livestreaming consultations and treatments is not normally permitted. If you would like to request an exception, please email info@skinrenewlondon.co.uk in advance. Any permission we give must not affect the privacy of other clients, the standard of our treatments, or the smooth running of the clinic, and it may be limited to a particular clinic or practitioner. We may withdraw permission at any time if we feel any of these are being put at risk.

If you would like a record of your consultation to help you remember what was discussed, we may be able to offer written notes or access to your records instead.

We do not record consultations or treatments, apart from the clinical photographs described in section 10 of our Terms and Conditions.

4. Covert Recording

We do not allow secret recording, as it damages trust between clients and staff. If we believe someone is recording without permission, we will raise it with them directly.

5. What Happens If Our Rules Are Not Followed

Where privacy or confidentiality is at risk, staff may ask for recording to stop and for footage to be deleted. If this is refused, the matter will be passed to the Clinic Manager and the person may be asked to leave.

Sharing recordings publicly, including on social media, without the consent of the people shown may breach data protection law. In that case we will ask for the recording to be taken down and may take legal action or involve the police where necessary.

6. Legal Information

Data protection: recordings made purely for your own personal use are generally outside the scope of UK GDPR and the Data Protection Act 2018. Using or sharing a recording beyond personal use may bring it within those laws.
Confidentiality: any recording that reveals confidential information about other people, including staff or clients, is not allowed.
Privacy: we respect everyone’s right to privacy under the Human Rights Act 1998, including a reasonable expectation of privacy during consultations and treatment.

7. Contact Us

If you have any questions or concerns about these terms or about privacy, please contact us at info@skinrenewlondon.co.uk or on 020 8706 0102 or 07521 513915.