Terms & Conditions

Consultations and Treatment Terms & Conditions

Please ensure that read and fully understand our terms and conditions before booking any appointment. If you have any queries about our Terms and Conditions please contact at us (see Contact Us on our Home Page).

Appointment Cancellation Policy

We require 24 hours’ notice of an appointment cancellation (for both treatment and consultation appointment slots). Less than 24 hours will result in a lost deposit.

Consultation Appointment Slots

Consultations at The Clinic are free. Consultation appointment slots are standalone appointments (usually 20 minutes), in which the client and the clinician discuss treatment but none is carried out.  A patch test may be performed if you are planning to go ahead with treatment.

We do, however, take a £15 deposit at the point of booking consultation appointment slots. This can be paid via debit/credit card over the phone, or cash submitted to the The Clinic reception. Unfortunately we do not accept cheques. If you are unable to pay this when you first book, the appointment slot will be held for you for 24 hours, after which time it can be taken by other clients.

The £15 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 £15 can be refunded upon request as long as you give us 24 hours’ notice.

You can also keep the £15 on your account with us as credit towards future treatments.

Failure to attend, or short notice cancellation will result in a lost deposit. A further deposit would then have to be paid to re-book an appointment.

Treatment Appointment Slots

For certain treatment appointment types we will ask you for a £50 deposit to be paid at the point of booking. This can be paid via debit/credit card over the phone, or in person by card or cash. Unfortunately we do not accept cheques. If you are unable to pay this when you first book, the appointment slot will be held for you for 24 hours, after which time it can be taken by other clients.

You can put the deposit towards the cost of your treatment at your appointment. If you decide not to go ahead with treatment, the £50 will be refunded to you upon request. This can take up to 10 working days to be credited back to your card.

If you wish to cancel your appointment slot, the deposit will be refunded, as long as you give us 24 hours’ notice.

Failure to attend, or short notice cancellation will result in a lost deposit. A further deposit will have to be paid to re-book an appointment.

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

The Clinic 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 The Clinic by Mona 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. The Clinic by Mona 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

The Clinic by Mona takes pride in the quality of its service and as such will try to resolve any complaints as quickly as possible.

Complaints about any aspect of The Clinic should be made in writing by email or by letter to The Clinic by Mona , 8 Causey Buildings, 61 High Street, Gosforth, Newcastle upon Tyne, NE3 4AA.  Complaints received in writing will be acknowledged by return email or letter within 10 working days of receipt.

Children

Our clinic has not been designed with children in mind, so we would insist that you do not bring children to your appointment. However, if it cannot be avoided, please bring another responsible adult along with you to look after any children aged 12 or under.

Children are not allowed in clinic rooms at all, and cannot be left alone in any other areas of the clinic. Thank you for your understanding.

If you bring an underage child and the appointment has to be cancelled, you will lose your deposit for that appointment.

By signing our terms and conditions acceptance, you agree to abide by all the above.