Booking terms

1. Before your first treatment

• You must be 18 or over. We may ask to see photo ID.
• Every new client has a consultation and a patch test before their first laser treatment. The patch test is usually done at least 48 hours before treatment, so we can check how your skin responds.
• Please answer the health questions honestly and tell us about any changes before each visit, including new medication, a tan, sunbed use, pregnancy or skin conditions. Some of these mean a treatment has to wait, for your safety.
• Our practitioner may decide not to go ahead with a treatment, or to change it, if they think it is not safe or suitable for you. If that happens before we start, any money you have paid for that treatment is refunded or moved to a later appointment, whichever you prefer.

2. Prices and deposits

• We will tell you the price before you book, either for a single session or for a course. Prices include any VAT that applies.
• To hold an appointment we may ask for a deposit. We will always tell you the amount before you pay. The deposit comes off the price of that appointment or course; it is not an extra charge.
• Card payments are taken securely by Stripe. Your appointment is only held once the deposit has been paid. We will confirm your booking by email.
• The rest of the price is paid on the day of the appointment, unless we have agreed something different with you in writing.

3. Changing or cancelling an appointment

• Please give us at least 48 hours' notice if you need to change or cancel. Just reply to your booking email or write to hello@purefadeltd.com.
• With 48 hours' notice or more, we will move your deposit to a new appointment, or refund it if you would rather not rebook.
• With less than 48 hours' notice, or if you don't attend, you may lose your deposit, because we are usually unable to fill the time. We will always be fair about genuine emergencies and illness, so please tell us as soon as you can.
• If you arrive more than 15 minutes late, we may have to shorten your treatment or move it to another day so other clients are not kept waiting.
• If we have to cancel or move your appointment, we will tell you as soon as we can and you can choose a new time or a full refund of anything you have paid for it.

4. Courses of treatment

• Laser hair removal and tattoo removal usually need several sessions, spaced weeks apart. We will tell you how many sessions we expect and how far apart they should be, but the number you need depends on your skin, hair or tattoo.
• If you pay for a course in advance, please use it within 12 months of your first session. If you stop part-way through, or we decide further sessions are not suitable for you, we will refund the sessions you have not had. Any discount you had for paying for the full course may be taken off that refund, and we will show you how we worked it out.

5. Results and aftercare

• We will always treat you with reasonable care and skill. Everyone's skin responds differently, so we cannot promise a particular result or number of sessions.
• Follow the aftercare advice we give you, and keep treated skin out of the sun. Not following aftercare can affect your results and your safety.
• If you have any concern after a treatment, contact us straight away on hello@purefadeltd.com. If you think you need urgent medical help, contact NHS 111 Wales or your GP.

6. Your right to cancel when you book remotely

If you book and pay by email, phone or online without visiting us, the law gives you 14 days from the day you book to cancel and get a full refund, without giving a reason. If you ask us to carry out a consultation, patch test or treatment within those 14 days, you agree that we can, and if you then cancel we may keep a fair amount for anything already provided. Once a treatment has been fully provided, this right to cancel ends. To cancel, email hello@purefadeltd.com.

7. Complaints

If you are not happy with anything, please tell us at hello@purefadeltd.com. We will reply within 5 working days and try to put things right. Laser clinics in Wales are regulated by Healthcare Inspectorate Wales. If you are not satisfied with our response, you can contact Healthcare Inspectorate Wales.

8. Your legal rights

Nothing in these terms affects your legal rights as a consumer, including your rights under the Consumer Rights Act 2015. We do not exclude or limit our liability for death or personal injury caused by our negligence, or for anything else the law does not allow us to exclude. These terms are governed by the law of England and Wales, and you can bring a claim in the courts of England and Wales. You can read how we look after your information in our privacy notice.