Booking Terms & Conditions

Please take a moment to read our Booking Terms & Conditions before attending your appointment.

By making a booking with The Powder Room, you confirm that you have read and agree to the terms applicable to your appointment.

Appointments & Arrival

Please arrive on time for your scheduled appointment.

If you are 15 minutes or more late, we may be unable to carry out your treatment safely or without affecting the next client's appointment. Your appointment may therefore need to be cancelled or shortened and your booking fee may be retained where appropriate.

Street parking is available. Please park considerately and avoid blocking neighbouring driveways or access.

If you arrive early, please message us before approaching the clinic. If we are able to accommodate you sooner, we will let you know. Otherwise, please wait until your scheduled appointment time to respect the privacy of other clients.

Children & Guests

Children are not permitted in the treatment area.

Guests are not normally permitted during treatment unless their attendance is required due to the client's age, for support where reasonably required, or has been agreed with The Powder Room in advance.

Booking Fees, Changes & Cancellations

A booking fee may be required to secure your appointment.

We require a minimum of 72 hours' notice if you wish to cancel, reschedule or make significant changes to your appointment.

Late changes can leave treatment time that we are unable to offer to another client. Where an appointment is cancelled or changed with less than 72 hours' notice, the booking fee may therefore be retained where this fairly reflects the loss caused by the late cancellation.

A new booking fee may be required before another appointment can be secured.

Where we are able to refill the cancelled appointment, we may, at our discretion, allow your booking fee to be transferred to a future appointment.

Same-day reductions or significant changes to the treatments booked may still result in a charge reflecting the appointment time that was reserved and the loss incurred.

Nothing in this policy affects your statutory consumer rights.

No-Shows

If you do not attend your appointment and have not contacted us beforehand, this will be treated as a no-show.

Your booking fee may be retained and a new booking fee may be required before any future appointment is confirmed.

Repeated late cancellations or non-attendance may result in The Powder Room declining future bookings or requiring payment in advance.

Treatment Courses & Packages

Where treatments are purchased as a course or package, the recommended treatment intervals will be explained to you.

For courses requiring payment following the first treatment, the remaining course balance must be paid in full after the first treatment, as advised at the time of booking or purchase.

Appointments forming part of a treatment course remain subject to our cancellation policy.

Late cancellation or non-attendance may result in the relevant session being treated as used, or a reasonable late-cancellation charge being applied, where appropriate and proportionate to the loss incurred.

Treatment courses are personal to the client and cannot normally be transferred to another person unless agreed by The Powder Room.

Where possible, an appointment swap agreed in advance will not affect your treatment plan or incur an additional charge.

Payments

Payment is required in accordance with the price and payment terms communicated at the time of booking.

Please ensure you are able to use one of our accepted payment methods on the day of your appointment.

Any outstanding balance must be settled when requested.

Refunds

Any refund entitlement will be considered in accordance with the circumstances of the booking, the services already provided and your statutory consumer rights.

Where a refund is due, we will explain the amount being refunded and any lawful deduction that applies.

Nothing within these Terms & Conditions limits your statutory rights where a service has not been provided with reasonable care and skill or where you otherwise have a legal entitlement to a remedy.

Offers & Promotional Treatments

Promotional offers are subject to the individual terms advertised with the offer, including any booking period, treatment period or eligibility requirements.

Offers cannot normally be used retrospectively against appointments or treatments already purchased unless expressly stated.

Offers cannot be combined unless specifically advertised as such.

All promotional treatments remain subject to consultation and clinical suitability. Purchasing or booking an offer does not guarantee that a particular treatment will be clinically appropriate.

If a treatment is considered unsuitable, we will discuss appropriate alternatives and any payment or refund implications with you.

Gift Vouchers

Gift vouchers are subject to the validity period and conditions stated at the time of purchase.

Gift vouchers have no cash value and cannot normally be exchanged for cash except where required by law.

Treatment remains subject to consultation and suitability even where payment is being made using a gift voucher.

Consultation & Treatment Suitability

All treatments are subject to appropriate consultation and assessment.

The Powder Room reserves the right to decline, postpone or modify treatment where it is considered unsuitable, unsafe or not in the client's best interests.

In some circumstances we may recommend an alternative treatment or advise that no treatment should be carried out.

Clients are responsible for providing complete, accurate and up-to-date information regarding their:

Please inform us of any significant changes to your health, medication or circumstances before every treatment.

Where appropriate, you may be advised to obtain assessment or clearance from your GP, prescriber or another suitably qualified healthcare professional before treatment can proceed.

Prescription-Only Treatments

Certain treatments may involve prescription-only medicines and will only be provided following the appropriate consultation, assessment and prescribing process.

A booking does not guarantee that a prescription will be issued or that treatment will proceed.

Where the prescriber determines that treatment is unsuitable, their clinical decision will be respected.

Prescription medicines will only be administered to the individual for whom they have been prescribed and in accordance with the relevant prescription and clinical requirements.

Treatment Results & Expectations

Individual responses to aesthetic and skin treatments vary and specific cosmetic outcomes cannot be guaranteed.

During your consultation we will discuss realistic expectations, likely outcomes and, where appropriate, alternative treatment options.

Some treatments require a course of sessions, review appointments or ongoing maintenance to achieve or maintain the desired result.

Dissatisfaction with a cosmetic outcome does not automatically mean that treatment has been performed incorrectly. Any concerns will be assessed individually and managed in accordance with our clinical and complaints procedures.

This does not affect your statutory consumer rights.

Pre-Treatment & Aftercare

Clients are expected to follow all relevant pre-treatment and aftercare advice.

This information is provided to support treatment safety, healing and results.

Failure to follow appropriate advice may affect your treatment outcome or increase the risk of complications.

If you are unsure about any aftercare instruction or develop an unexpected reaction following treatment, please contact The Powder Room promptly.

Clinical Complications & Adverse Reactions

Some aesthetic and skin treatments carry recognised risks and potential side effects, which will be discussed as part of the consultation and consent process.

If you believe you are experiencing an unexpected reaction or complication following treatment, please contact The Powder Room as soon as possible so that appropriate advice or assessment can be arranged.

Clinical concerns will be prioritised according to their urgency.

Where necessary, you may be advised to contact your GP, NHS 111, attend an appropriate healthcare service or seek emergency medical assistance.

Photography & Treatment Records

Clinical records will be maintained where appropriate to the treatment provided.

Clinical photographs may also be required before, during or after treatment for the purposes of assessment, treatment planning, monitoring results and maintaining an appropriate clinical record.

Clinical photographs will not automatically be used for advertising, social media or promotional purposes.

Separate consent will be obtained where we would like to use identifiable photographs or other client material for marketing or promotional purposes.

Privacy & Confidentiality

Personal and clinical information will be handled confidentially and in accordance with applicable data protection requirements.

Information may be shared with another healthcare professional, prescriber, insurer or appropriate authority where necessary for your treatment, safety, legal obligations or the management of a clinical incident or complaint.

Please refer to our Privacy Policy for further information about how your personal data is collected, used and stored.

If We Need to Cancel or Rearrange Your Appointment

Occasionally circumstances outside our control may mean that The Powder Room needs to cancel or rearrange an appointment.

We will provide as much notice as reasonably possible and offer an alternative appointment where appropriate.

Where The Powder Room cancels an appointment and cannot provide the booked service, any payment held specifically for that service will be transferred or refunded as appropriate.

We cannot accept responsibility for reasonable consequential expenses arising from an appointment being rearranged, except where the law provides otherwise.

Client Conduct

We aim to provide a professional, safe and respectful environment for everyone.

Abusive, threatening, discriminatory, intimidating or inappropriate behaviour towards the practitioner, other clients or anyone associated with The Powder Room will not be accepted.

We reserve the right to end an appointment or decline future bookings where behaviour makes it unreasonable or unsafe for us to continue providing treatment.

This does not affect any rights the client may have regarding services or payments already made.

Complaints & Concerns

Client care and safety are extremely important to us.

If you are unhappy with any aspect of your treatment or experience, please contact The Powder Room as soon as possible so that we have the opportunity to discuss and address your concerns.

Formal complaints should preferably be made in writing and will normally be acknowledged within 3 working days. We aim to investigate and provide a full response within 20 working days.

All complaints will be handled fairly, sensitively and confidentially.

If your concern relates to a possible treatment complication or adverse reaction, please contact us as soon as possible. Clinical concerns will be prioritised and should not wait for the formal complaints process.

A copy of our full Complaints Procedure is available separately on our website.

Changes to These Terms

These Terms & Conditions may be updated periodically to reflect changes to our services, procedures, regulatory requirements or applicable law.

Where changes are made, the terms applicable to your booking will be those communicated and agreed at the relevant time.

Nothing contained within these Terms & Conditions excludes or restricts your statutory consumer rights.

The Powder Room
Chatham, Kent