Appointment Cancellation Policy

We require 48 hours’ notice of an appointment cancellation (for both treatment and consultation appointment slots).

Treatment Appointment Slots

For treatment appointments we will ask you for a booking fee to be paid at the point of booking. This can be paid via debit/credit card (or in Harper Aesthetics clinic reception), or cash submitted to Harper Aesthetics Clinic reception. Unfortunately we do not accept cheques. If you are unable to pay this when you first book, the appointment slot will unfortunately not be held for you.You can put the consultation booking fee towards the cost of your treatment at your appointment. If you decide not to go ahead with treatment at your appointment, the booking fee will be refunded to you upon request. This can take up to 10 working days to be credited back to your card.If you need to cancel or rearrange your appointment slot, the deposit can be refunded upon request as long as you give us 48 hours’ notice.

Consultation Appointment Slots

Consultations at Harper Aesthetics are free. Consultation appointment slots are standalone appointments (usually 10 minutes) in which the client and the Aesthetic nurse discuss treatment but none is carried out.We do, however, take a £10 booking fee at the point of booking consultation appointment slots. This can be paid via debit/credit card on the booking screen (or in Harper Aesthetics Ltd clinic reception), or cash submitted to the Harper Aesthetics Clinic reception. Unfortunately, we do not accept cheques. If you are unable to pay this when you first book, the appointment slot will not be held for you.The £10 deposit is then refunded to you upon request as long as you attend your appointment. This can take up to 10 working days to be credited back to your card.If you need to cancel or rearrange your appointment slot, the £10 can be refunded upon request as long as you give us 48 hours’ notice.You can also keep the £10 on your account with us as credit towards future treatments.Following your consultation, if you would like to book a treatment appointment slot, we will ask you for a further booking fee (usually 20% of the treatment cost) and all the above rules will then apply re ‘Treatment Appointment Slots’.

Refusal of Treatments

We reserve the right to refuse treatment where our clinicians deem it inappropriate for any reason and the clinician’s decision is final in this regard.Please note that we do not provide treatments for anyone aged under 18 years.

Act of God

Harper Aesthetics Ltd does not issue refunds for Acts of God. An Act of God is defined as an event outside of human control such as sudden floods, earthquakes or other natural disasters, for which no one can be held responsible. This also includes weather-related issues such as snow, ice, floods etc.If Harper Aesthetics Ltd chooses to cancel a clinic due to an Act of God then it is not liable for any loss resulting to the customer as a result of this cancelled clinic. Harper Aesthetics Ltd will make all reasonable effort to replace a cancelled clinic by arranging an alternative date but this cannot be guaranteed. Where the majority of customers for that clinic have been affected, this will be made free of additional charge.

Complaints Policy

Harper Aesthetics Ltd is committed to providing our customers with excellent service. To continue to ensure that the same level of excellence is provided to you, we encourage you to submit feedback. With your feedback, we can make improvements to our products and services. We understand that sometimes we do not always provide the high level of service or quality that we aspire to achieve. Therefore, we want to help you resolve your complaint in a timely and satisfactory manner. At Harper Aesthetics Ltd, we promise to listen to your complaint, treat it seriously and with respect, and learn from it. Our customer complaints policy covers complaints about the following: • The standard of service that we provide;

• The way we have processed your data;

• The behaviour of staff; and

•Any action or lack of action by staff affecting an individual or group. Our customer complaints policy does not cover the following:

• Matters that have already been fully investigated through this grievance procedure;

• Anonymous complaints; or

• Complaints about access to information where procedures and remedies are set out in legislation.

Harper Aesthetics Ltd Standards for Handling Complaints

• Your complaint will be treated both seriously and with respect – regardless of whether it is submitted by letter, email or in person.

• You will be treated with courtesy and fairness as you work with a Harper Aesthetics Ltd representative.

• Your complaint will be treated in confidence within the department.

• Your complaint will be dealt with promptly – we will acknowledge that we have received it within 2 working and send you a full response within 10 working days. If we cannot send a full reply within 10 working days, we will inform you of the reason and let you know when we will be able to provide you with a full response.

• We will publish information concerning your complaint in our annual report about the numbers and categories of complaints that we received over the course of the year as well as the percentage of complaints that have been upheld.

Confidentiality

All complaints received by Harper Aesthetics Ltd will be dealt with confidentially and in accordance with the requirements of the General Data Protection Regulation.

Making a Formal Complaint

Stage 1: Informal Resolution Once we have received your complaint, we will send you a response within 2 working days to let you know that you can expect a full response within 10 working days. Then, we will conduct a full investigation into your complaint. If appropriate, a face-to-face meeting may be arranged to better discuss what Harper Aesthetics Ltd can provide in response to your complaint. If you remain dissatisfied after receiving the initial response, you have the option of requesting that your complaint be reviewed under Stage 2. However, before your complaint can be reviewed further under Stage 2, you will need to clarify why you are not satisfied with the way your complaint has been handled. If we agree that there is evidence to suggest that your complaint has not been properly or sufficiently considered, your complaint will be reviewed under Stage 2.

Stage 2: Formal Resolution Upon approval for further review, we will send you a response within 2 working days to let you know that we have received it and that you can expect a full response within 10 working days. Then, we will work to better address each issue raised in your complaint and any shortcomings that were present during Stage 1. If appropriate, a face-to-face meeting may be arranged to better discuss what Harper Aesthetics Ltd can provide in response to your complaint.

If You Remain Unsatisfied

If you remain unsatisfied with the response your complaint has received after Stage 2, you have the option of contacting the public service ombudsman at https://www.ombudsman-services.org/. However, before your complaint can be reviewed further by the ombudsman, you will need to clarify why you are not satisfied with the way your complaint has been handled. Specifically, you will need to explain how you have been treated unfairly, whether you received poor service through a failure in our process, or how you have been disadvantaged personally by our failure to address your complaint.

Extending Response Time Limits

While we aim to address all complaints in a timely and thorough manner, some are more complex and may require additional time. If we do require more than the standard 10 working days, we will inform you of our progress in the investigation, the reason(s) for the delay and the new deadline.

Complaints about Data

You may have a “right to object” under the General Data Protection Regulation”, this applies where we are using your data for the purposes of direct marketing or statistical analysis. One way to see the right to object is the right to complain, we will then review your complaint and take the appropriate action. We will review your objection and, within 30 days, contact you with the results of our review, whether we will continue to process your data and details of the next steps possible.

Where to Submit a Complaint

If you would like to submit a complaint, you can: Write: Harper Aesthetics Ltd, 157 Weelsby Road, Grimsby, Lincolnshire, DN329RX.

Email: steffi@harperaesthetics.co.uk