NOVALUX MEDICAL GROUP

TERMS AND CONDITIONS

Please read these Terms and Conditions carefully before booking or undergoing any treatment with NovaLux Medical Group (“NovaLux”, “we”, “us”, “our”). By proceeding with a booking, you agree to be bound by these terms.

1. OUR OBLIGATIONS

NovaLux Medical Group will:

  • Ensure all treatments are carried out by appropriately qualified, trained, and competent practitioners in line with professional and regulatory standards.
  • Maintain compliance with all applicable UK regulations, including CQC standards where applicable.
  • Provide a safe, clean, and clinically appropriate environment.
  • Provide clear, accurate, and transparent information to support informed consent.
  • Carry out appropriate consultations and clinical assessments prior to treatment.
  • Act in accordance with patient safety, dignity, and duty of care at all times.

2. CLIENT RESPONSIBILITIES

You agree to:

  • Provide accurate and complete medical history and personal information.
  • Inform us of any changes in your health, medication, or condition.
  • Follow all pre- and post-treatment advice.
  • Attend appointments on time.
  • Treat staff and other clients with respect at all times.

Failure to provide accurate information may result in treatment being declined and may affect outcomes.

3. CANCELLATION, RESCHEDULING & NO-SHOW POLICY

  • A minimum of 48 hours’ notice is strictly required for any cancellation or rescheduling of appointments.
  • Failure to provide the required notice will result in:
    • Full loss of deposit, and/or
    • Deduction of the session from any prepaid treatment package.
  • Cancellations must be made directly via phone, email, or official communication channels. Social media messages may not be accepted as valid notice.
  • Late arrivals may result in reduced treatment time or cancellation of the appointment. In such cases, the full treatment fee or session will still be charged.
  • Clients arriving more than 15 minutes late may be refused treatment at the discretion of NovaLux, and this will be treated as a missed appointment.
  • Repeated cancellations, rescheduling, or non-attendance may result in:
    • Refusal of future bookings
    • Requirement of full prepayment for all future appointments
  • NovaLux reserves the right to reschedule or cancel appointments where necessary due to clinical, operational, or unforeseen circumstances. Reasonable notice will be provided where possible.

4. PREPAID PACKAGES & COURSES OF TREATMENT

  • A valid deposit or full payment is required to secure all treatment packages.
  • All treatment courses must be completed within 12 months from the date of purchase unless otherwise agreed in writing.
  • Any treatments not used within this period will be automatically forfeited without refund.
  • Packages are strictly non-transferable and non-refundable, except in exceptional circumstances.

Refund Policy:

  • Refunds will only be considered in cases where a verified medical condition prevents treatment for a continuous period exceeding 24 months.
  • NovaLux reserves the right to request supporting medical documentation.
  • If a refund is approved:
    • All treatments used will be deducted at full standard price (not discounted package rate)
    • Any administrative, transaction, or third-party finance fees (including Klarna or similar providers) will be deducted
    • Remaining balance, if any, will be refunded
  • Clients who have used third-party finance providers may incur additional deductions (e.g. up to 12% to cover finance charges).

Pregnancy Policy:

  • In the event of pregnancy, treatment courses may be paused only.
  • Treatments may resume post-pregnancy, subject to clinical suitability.
  • No refunds will be issued due to pregnancy or breastfeeding.

5. NON-REFUNDABLE BOOKING FEE POLICY

  • A non-refundable booking fee is required to secure all appointments.
  • For treatments exceeding 60 minutes, a minimum booking fee of £20 (or higher depending on treatment) will apply.
  • Booking fees are:
    • Deductible from final treatment cost
    • Non-refundable under all circumstances
  • Booking fees may only be transferred if at least 48 hours’ notice is provided.
  • Failure to attend or late cancellation will result in automatic loss of booking fee.

6. APPOINTMENTS & CLINICAL PROTOCOL

  • NovaLux reserves the right to allocate or change practitioners at any time to ensure service continuity and clinical standards.
  • All treatments are subject to:
    • Clinical assessment
    • Suitability checks
    • Availability of appropriate practitioner
  • Certain treatments require specific preparation. It is the client’s responsibility to follow all instructions provided prior to the appointment.
  • Failure to comply with pre-treatment requirements may result in:
    • Treatment being postponed or refused
    • Loss of deposit or session
  • Appointment times include consultation, preparation, and treatment. Additional time may not be guaranteed.
  • NovaLux operates a strict clinical schedule; delays caused by clients may impact subsequent appointments.

7. PRICING

  • Prices may change without notice.
  • Prices may vary by location or treatment complexity.
  • Confirmed bookings will honour agreed pricing.

8. TREATMENT SUITABILITY & RESULTS

  • All treatments are subject to consultation and clinical approval.
  • NovaLux reserves the right to refuse treatment if unsuitable or unsafe.
  • Results vary between individuals and are not guaranteed.

9. SAFEGUARDING & PATIENT CARE (CQC ALIGNED)

  • NovaLux is committed to safeguarding all clients, including vulnerable individuals.
  • We operate in line with duty of care, patient dignity, and clinical governance principles.
  • Concerns regarding safety or wellbeing will be acted upon appropriately.

10. DATA PROTECTION & GDPR

NovaLux Medical Group is committed to protecting your personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

  • We collect and process personal and medical data for:
    • Treatment provision
    • Clinical records
    • Legal and regulatory compliance
  • Your data will be:
    • Stored securely
    • Accessed only by authorised personnel
    • Not shared with third parties without consent unless required by law

Your Rights:

You have the right to:

  • Access your personal data
  • Request correction or deletion
  • Withdraw consent at any time
  • Lodge a complaint with the Information Commissioner’s Office (ICO)

Full privacy details are available upon request.

11. CONFIDENTIALITY

All client information and medical records are treated as strictly confidential and handled in accordance with GDPR and professional standards.

12. COMPLAINTS PROCEDURE

  • Complaints should be submitted via official contact channels.
  • We aim to acknowledge complaints promptly and respond within 10 working days.
  • Clinical complaints may require review consultation.

13. ZERO TOLERANCE POLICY

NovaLux maintains a zero-tolerance approach to:

  • Abuse, harassment, discrimination, or threatening behaviour.

Any breach may result in:

  • Refusal or termination of treatment
  • Removal from premises

14. LIABILITY

  • NovaLux is not liable for:
    • Loss or damage to personal belongings
    • Outcomes where advice is not followed or information is withheld
  • All treatments carry inherent risks, which will be explained during consultation.

15. PHOTOGRAPHY & CONSENT

  • Clinical photographs may be taken for records.
  • Separate consent is required for marketing use.

16. ELECTRONIC CONSENT

By proceeding:

  • You agree to electronic communication and signatures
  • You confirm you have read and accepted these Terms & Conditions

17. AMENDMENTS

NovaLux Medical Group reserves the right to update these Terms and Conditions at any time.