• A deposit is required to secure all bookings.

• If you cancel your appointment with at least 48 hours' notice, your deposit will be refunded in full or can be transferred to a future booking.

• If you cancel with less than 48 hours' notice, arrive more than 15 minutes late, or do not attend your appointment, your deposit will be non-refundable

• The remaining balance is due on the day of your appointment, prior to treatment.

• At least 48 hours’ notice is required to cancel or reschedule an appointment.

• Cancellations or reschedules made with less than 48 hours’ notice will result in the loss of your deposit.

• Please arrive on time for your appointment.

• If you are more than 15 minutes late, this will be considered a no-show and your deposit will be forfeited.

• A new booking and new deposit will be required to reschedule.

• We operate a strict no-refund policy on all services, deposits, and treatments.

• This applies regardless of personal circumstances, changes of mind, or dissatisfaction with results.

You must:

• Provide accurate, complete and up-to-date medical history, health status and medication/allergy information.

• Consent in writing to treatment following an in-depth consultation with your practitioner. You must understanding the risks, benefits and alternatives.

• Follow any pre-treatment instructions (e.g. avoid certain medications, alcohol and skin preparation)

• Follow aftercare instructions and attend follow-up appointments

• Notify us immediately of any adverse reactions or complicaitons

• All aesthetic treatments carry risks, and individual results will vary.

• We will explain expected outcomes and potential complications but we do not guarantee a specific results.

• Any images, before/after photos or testimonials are illustrative and not a promise of results.

• We will handle your personal data in accordance with GDPR

• Your information will not be shared with third parties unless required by law or with your consent

• Any personal or health information provided by you will be used for the purposes of delivering your treatment, record-keeping, follow up, marketing (if consented) and legal/regulator compliance

At Dr Deena Aesthetics, we are committed to providing high-quality patient care. We take all feedback seriously and welcome the opportunity to improve our service. If you are unhappy with any aspect of your experience, we encourage you to let us know so we can resolve matters promptly, fairly, and with compassion.

​

How to Make a Complaint
   •    Complaints can be made verbally, in writing, or by email.
   •    Please direct your complaint to Dr Deena Roye at:
   •    Email: info@drdeenaaesthetics.com
 

What Happens Next
   1.    Acknowledgement
   •    We will acknowledge your complaint within 3 working days of receiving it.
   2.    Investigation
   •    Your complaint will be investigated thoroughly.
   •    We may contact you to request further information or to arrange a meeting to discuss your concerns.
   3.    Response
   •    We aim to provide a full written response within 20 working days.
   •    If the investigation takes longer, we will keep you informed of progress and provide a revised timescale.

​

Commitment

All complaints are treated confidentially and handled with respect. Making a complaint will never affect the care or treatment you receive from us in the future.