Terms & Cancellation Policy

1. About these terms

These terms apply to all consultations and treatments booked with KREA Medical Aesthetics, a trading name of Juve Healthcare Ltd (company no. 14092251). By booking, you agree to these terms.

Treatments are provided by Kremena Payova, Advanced Nurse Practitioner and NMC Registered Independent Prescriber, at Charterhouse Clinic London, 98 Crawford Street, Marylebone, London W1H 2HL. KREA Medical Aesthetics is an independent practice and is not part of Charterhouse Clinic London.

2. Who we treat

• Our treatments are available to adults aged 18 and over only. We may ask for photo ID.
• Please give us a full and honest medical history, and tell us about any changes before each appointment.
• We may decline, postpone or stop treatment at any time if we believe it is not clinically appropriate or safe for you.

3. Consultations

• A consultation lasts 30 minutes and costs £50, payable when you book.
• The fee is redeemed against your first treatment if treatment takes place within 90 days of the consultation.
• If treatment is not clinically appropriate, or you decide not to go ahead, the consultation fee is not refundable, as the consultation has taken place.
• Where appropriate, treatment may take place on the same day or at a separate appointment, whichever you prefer.

4. Treatment deposit

Some treatments use a medicine that is prescribed and ordered specifically for you. When one of these treatments is agreed at your consultation, a £100 deposit is taken before the medicine is ordered. The deposit is deducted from the price of your treatment.

5. Prices and payment

• Current prices are shown on our Prices page. For treatments priced at consultation, the price is confirmed with you before you book.
• Single treatments are paid in full at the time of treatment.
• Once a price has been confirmed for your booking or course, it will not change for that booking or course.

6. Treatment courses

• Courses are paid in full at the first session and should be completed within 12 months of the first session.
• Courses are personal to you and cannot be transferred to another person.
• If you decide to stop a course for any reason, we will refund what you paid, less the full single-session price of each session you have already received.
• If we advise you to stop a course for clinical reasons, we will refund all unused sessions in full.

7. Cancelling or changing your appointment

Subject to your statutory rights in section 8:

• Please give us at least 48 hours’ notice to cancel or change an appointment, by email, phone or WhatsApp.
• With more than 48 hours’ notice, you can rebook free of charge or receive a full refund of your consultation fee.
• With less than 48 hours’ notice, or if you do not attend, the consultation fee is not refundable. For a course session, a late cancellation fee of £50 applies.
• Treatment deposit: with more than 48 hours’ notice, your deposit is carried over to a new appointment within 60 days. With less than 48 hours’ notice, or if you do not attend, or if you do not rebook within 60 days, the deposit is kept to cover the medicine ordered for you.
• If you arrive more than 15 minutes late, your appointment may need to be shortened or treated as a late cancellation.
• If you become unwell before your appointment (for example with a cold sore, skin infection or fever), please tell us as soon as possible and we will rebook you without charge.
• If we need to cancel your appointment, we will give you as much notice as possible and offer you a new appointment or a full refund.

8. Your statutory right to cancel

If you book online, by phone or by message, you have the right to cancel within 14 days of booking without giving a reason, and receive a full refund. If you ask us to start a service within those 14 days (for example, by attending an appointment or asking us to order a medicine for you), you will need to pay for any service already provided and any costs already incurred, including medicine ordered specifically for you. This does not affect your statutory rights.

9. Results and aftercare

• Results vary from person to person and cannot be guaranteed. Expected results and possible side effects are discussed with you before you give consent.
• Please follow the aftercare advice you are given. A follow-up review is arranged where clinically appropriate.
• If you have any concerns after treatment, please contact us promptly. In an emergency, call 999 or go to your nearest Emergency Department.

10. Photographs

Clinical photographs are taken for your medical record. They are never used for marketing without your separate written consent.

11. Complaints

If you are unhappy with any part of your care, please contact us at hello@kreamedicalaesthetics.co.uk. We will acknowledge your complaint within 5 working days and aim to send a full response within 20 working days. If your concern is not resolved, you can contact the Nursing and Midwifery Council about professional conduct matters.

12. Our responsibility to you

We hold professional indemnity insurance. Nothing in these terms limits our liability for death or personal injury caused by our negligence, or anything else that cannot be limited by law.

13. Law

These terms are governed by the law of England and Wales.