Terms and Conditions
General Treatment Principles
Whilst we undertake to provide excellent service, accurate, honest and ethical advice, safe, expert treatment in experienced hands, and only the best products, we cannot guarantee your results and cannot offer refunds if the results achieved fail to meet your expectations.
Results will vary between individuals and depend on factors including age, skin type, genetics, medical conditions and lifestyle choices such as smoking and sun exposure. Longevity of results cannot be guaranteed. Maintenance treatments are usually required to sustain improvements over time.
All treatments are subject to a full medical consultation and assessment of suitability. Certain medical conditions, medications or circumstances (including pregnancy and breastfeeding) may mean a treatment is not appropriate. Infinity Aesthetics reserves the right to refuse treatment if it is not considered safe or in the client’s best interests.
Deposits and Cancellation Policy
To secure your appointment, we ask for a deposit at the time of booking. This deposit confirms your commitment to the appointment and is redeemable against your treatment.
Deposits are non-refundable. However, if you give us at least 48 hours’ notice, we are happy to transfer your deposit to another appointment. If less than 48 hours’ notice is given, the deposit will be forfeited.
This policy is in place to protect clinical time and ensure we can continue offering high-quality consultations. We greatly appreciate your understanding and cooperation.
Lateness Policy
If for any reason you are running late to your appointment, please call 0203 916 6500.
We work very hard to schedule the right amount of time for each treatment. Accommodating late clients is challenging without disrupting every other client scheduled that day. Please be aware that, in the unfortunate event you are late, we cannot guarantee that your treatment will be performed that day, especially with more complex treatments. We will, of course, try our very best to accommodate you.
Lateness of 20 minutes or more may require rescheduling your appointment for another day and the loss of your deposit.
No Shows
If you do not show up to your appointment, you will lose the deposit paid to secure the appointment and you will be required to give a deposit for your next appointment. If you miss three consecutive appointments without contacting the clinic, you will be unable to schedule future appointments.
Finance and Payments
We operate a payment structure based on the type and value of treatment.
Single-session treatments
Payment is made in full on the day of treatment, regardless of the treatment value. This applies to all standalone appointments including botulinum toxin, individual filler sessions, single laser sessions, and one-off biostimulator treatments.
Treatments under £1,000
Payment is made in full on the day. No payment plans are available at this level.
Multi-session programmes from £1,000 to £2,000
A deposit of 50% is required to confirm your programme. Your booking deposit is deducted from this. The remaining balance can be spread over a short period via GoCardless Direct Debit (maximum 3 months) or settled in full before your first session.
Multi-session programmes from £2,000 to £5,000
A deposit of 40% is required to confirm your programme. The remaining balance is arranged through our regulated finance partners, Humm or Plim.
Programmes over £5,000
A minimum deposit of 30% is required. All balance payments must be arranged through a regulated finance provider. We do not offer in-house lending for plans at this level.
How regulated finance works
Humm and Plim are third-party regulated finance providers offering 0% finance from 3 to 12 months, subject to a soft credit check. Approval rates are high but we cannot change or guarantee their decision.
Where finance is available, we will send you an application link before your appointment or on the day of your consultation. Your programme is not confirmed until both your deposit has cleared and your finance application has been approved.
If your finance application is not approved, we will work with you on one of three options:
- Paying in full
- Reducing the scope of your plan to something manageable within your budget
- Deferring treatment until you are ready to proceed
We will send a reminder if your deposit or finance approval is outstanding 24 hours before your appointment. If neither is resolved by your appointment time, we may need to release your slot.
Refunds
Payments for completed treatments are non-refundable. Payments for treatment courses or packages are non-refundable once treatment has commenced, except where further treatment becomes contraindicated for medical reasons. Refunds cannot be issued for treatments paid for through regulated finance, as those agreements are binding with the finance provider.
Treatment Credit
Any unused treatment credit within a programme is valid for 12 months from the date of purchase. It is not refundable as cash. It can be transferred to an alternative treatment of equivalent or greater value, at our discretion.
Reviews
Reviews allow us to assess your response to treatment, monitor results objectively using clinical photography and Observ 520x imaging, and plan any next steps in your care.
Reviews included in your treatment
Some treatments include a review appointment as part of the standard protocol. Where a review is included, this will be made clear at the point of booking and on your treatment plan. Included reviews are not charged separately.
Botulinum toxin review
A complimentary review is available within four weeks of treatment to assess your result and refine it if needed. Up to 10 units of adjustment within your original treatment plan are included at no charge. Additional units beyond this, or treatment of new areas, are charged at our standard rate.
Dermal filler reviews
A complimentary review is available within six weeks of your dermal filler treatment to assess your result.
If clinical issues such as asymmetry or placement need correcting, these are addressed without charge. If additional product would complete the outcome we originally agreed, this is charged at our refinement rate, which is 50% of our standard per-millilitre rate, up to 0.5 ml per area. New areas, or enhancement beyond the original treatment plan, are charged at our standard rate.
Reviews requested outside the six-week window, or for clients who did not attend a recommended earlier review, are chargeable at our standard review consultation fee.
Filler dissolving (hyaluronidase) reviews
A complimentary review is included with hyaluronidase treatment to assess your result and confirm settling. Residual swelling and tissue change can take at least four weeks to settle following dissolving, and not all features perceived as filler are necessarily filler. There are many structures in the face that are only noticed with careful observation of a treated area. In most cases after dissolving there is little or no filler remaining.
Further dissolving is only undertaken where filler is identified on ultrasound and clinically indicated (by signs of an anechoic bordered lesion with hyperechoic base). Where ultrasound assessment finds no filler, no further hyaluronidase will be administered. The clinical assessment is the service provided; treatment is offered only where indicated.
Repeat appointments beyond the included review are not routinely provided. Any further assessment, if appropriate, will be discussed and arranged on a case-by-case basis.
Dermal filler complications
In the event of a suspected vascular or other filler complication with treatment done by us, urgent assessment is provided as a clinical priority and reviewed against our complications protocol without charge.
Ultrasound complications assessment otherwise (elective dissatisfaction) is charged at £350 and includes consultation, ultrasound imaging in multiple planes, a written report and a treatment plan recommendation.
If hyaluronidase treatment is indicated and you choose to proceed on the same day, an additional fee applies: £250 for one area, or £400 for multiple areas.
Reviews for other treatments
For treatments where a review is not part of the standard protocol, or where you request an additional review beyond what is included, a review consultation fee will apply. Current review fees are listed on our price list and will be confirmed at the point of booking.
Booking and cancelling reviews
Reviews are subject to the same deposit, lateness, no-show and cancellation policies as any other appointment. If you do not attend your review or cancel with less than 48 hours’ notice, your deposit will be forfeited and a new deposit will be required for any rebooked appointment.
Timing of reviews
We recommend reviews are attended within the clinically appropriate window for the treatment in question, as advised by your practitioner. Reviews requested significantly outside this window may not provide meaningful comparison and may be declined or rebooked.
Photography in Clinic
Clinical photography and imaging are an essential part of assessment, monitoring and treatment planning. These images are stored securely in your medical record.
Consent for marketing or educational use of clinical images is captured separately via our consent platform and is entirely optional. Marketing consent is reviewable and revocable at any time and will not affect your treatment.
Children, Plus Ones and Dogs
Any client who requires treatment and brings a child with them must also be accompanied by another adult to chaperone the child whilst the client is being treated. If you require a chaperone to accompany you to your appointment, please let us know.
We ask that only one additional adult comes into the room during assessment and treatment, and a maximum of two people accompany you to the clinic.
As we are a medical clinic, we are unable to accept dogs at the clinic due to health and safety, unless they are registered assistance dogs.
Adverse Events and Aftercare
All treatments carry risks of side effects and complications, which will be explained during your consultation. You must follow all aftercare advice provided. Should you experience any unexpected side effects, it is your responsibility to contact the clinic promptly for review and management.
Consultations
At Infinity Aesthetics, we really want you to achieve the best results for you so that you love your results. We advise on your treatment plan, and clients are welcome to come back for treatment on another day. However, we also understand that people are busy and can travel long distances, so we are able to treat on the day as long as we feel the decision is a safe and correct one.
Medical Suitability
All treatments are subject to a clinical assessment. We reserve the right to decline or defer treatment if we believe it is not in your best interest, regardless of whether a deposit has been paid. In such cases, your deposit will be refunded in full.
It is your responsibility to disclose any relevant medical history, medications or changes in health at every appointment.
Personal Belongings
The Infinity Aesthetics team cannot accept any responsibility for loss or damage of your personal possessions while on the premises.
Marketing Communications
By booking an appointment with Infinity Aesthetics, we may send you occasional emails about other treatments we offer, clinical updates relevant to your care, and clinic news. We rely on the soft opt-in provision under PECR Regulation 22(3) for existing and prospective clients.
You can opt out at any time by clicking the unsubscribe link in any email we send you, or by emailing reception@infinityclinic.co.uk. Opting out of marketing will not affect your treatment or your access to clinical communications relating to your care.
Data Protection and Privacy
Your personal data and medical records will be handled in line with current Data Protection laws and our Privacy Policy, which is available on request. We will never share your details with third parties without your consent, except where legally required.
Liability
Infinity Aesthetics will not be liable in contract or otherwise for any economic loss (including without limitation, loss of profit), or for any other special, indirect, or consequential loss or damage, arising out of, or in connection with, its provision of any goods and/or services to the client.
It is the client’s responsibility to ensure that they provide Infinity Aesthetics with all relevant medical details before each treatment. Infinity Aesthetics will not be liable for any damage that occurs because of the client’s failure to disclose such details.
The client agrees to comply with all instructions and/or recommendations given to them by, or on behalf of, Infinity Aesthetics regarding the care of a treated area. Nothing in these terms of business shall exclude or limit Infinity Aesthetics’ liability for death or any personal injury resulting from Infinity Aesthetics’ negligence.
I understand that my treatment programme at Infinity Aesthetics is designed to improve skin quality, firmness, texture, pigmentation and visible blood vessels. Progress will be assessed using Observ 520x skin analysis and clinical photography, with results compared at baseline and again three months after completion of the prescribed programme.
If no significant improvement is demonstrated at that time, Infinity Aesthetics will provide one additional treatment session at no further cost. This session may include the same treatment modalities originally provided, including both device-based and injectable treatments where relevant.
A further assessment will be carried out three months after the top-up. In exceptional cases, and entirely at the clinic’s discretion, one further additional treatment session may be offered.
This commitment is conditional upon:
- Completion of the full prescribed programme as recommended, including the timeframe recommended between sessions
- Attendance at all scheduled appointments and review sessions
- Compliance with post-treatment care, including sun protection
- No major lifestyle or medical changes (for example any history of smoking, significant weight fluctuation, illness, or external treatments elsewhere) that could materially affect results
Your Right to Complain
Infinity Aesthetics endeavours to treat all its clients appropriately, compassionately and fairly. However, if you have an issue with any matter concerning your treatment at Infinity Aesthetics, you are entitled to lodge a complaint, either in person, by telephone or in writing.
If you require assistance with making your complaint, Infinity Aesthetics will be pleased to help and support you through the process.
Please make this in writing to:
reception@infinityclinic.co.uk
or
Infinity Aesthetics London
33 Cavendish Square
London
W1G 0PW
We take all concerns seriously and aim to resolve any issues directly and promptly. If you are dissatisfied with the outcome of our internal complaints process, you have the right to refer your complaint to the Cosmetic Redress Scheme, an independent third-party redress provider. Details of the scheme and how to make a referral can be found at https://www.cosmeticredress.co.uk/consumers. Referral to the scheme does not affect your statutory rights.