Terms & Conditions

Our terms and conditions are broken into two sections. The first is regarding our clinics and the second is regarding ecommerce sales.

CLINIC TERMS AND CONDITIONS

Consultation fees and bookings

At Cavendish Clinic we offer four different types of consultations depending on your needs.

• a 30-minute free face/body/skin consultation with our senior aestheticians to discuss CoolSculpting, advanced facials and laser treatments, and provide integrated skincare advice.
• a 30-minute free and comprehensive anti-aging consultation with our nurses where we will discuss our full range of solutions from injectables to Ultherapy and all aspects of aesthetic treatments.
• a Doctor consultation to discuss how advanced injectable treatments or mole removal procedures can enhance your looks – subject to £25 (injectable treatments) or £50 (mole removal) fees redeemable against treatment.
• a Plastic Surgeon consultation to discuss any of your surgical needs – subject to £100 non-redeemable fee.

The consultation fee is no longer redeemable (where appropriate) after 12 months from your consultation date. Please note your consultation fee is not refundable when the consultation is canceled or rescheduled within less than 48 hours’ or if you fail to attend your appointment.

Deposits

We will request from you a booking fee upon making a treatment allocation. Booking fees vary between different procedures and the clinic can provide further details. We are unable to schedule your treatment in the clinic diary unless a booking fee has been paid. Payments can be made either over the phone or in clinic.

Payments

You can make payments in the clinic, over the telephone, or via a bank transfer.

We accept cash and all major credit cards, including American Express.

Unfortunately, we do not accept cheques.

Finance Options

Cavendish Clinic, is an Appointed Representative of Buyline Finance Limited, which is authorised and regulated by the Financial Conduct Authority to carry out the regulated activity of credit broking.

Cancellation and Failure to Arrive at the Appointment

Please notify us at least 48 hours in advance of any cancellations.

Any cancellations with less than 48 hours’ notice are subject to a cancellation fee of 100% of the scheduled service.

If you wish to book, reschedule, cancel, or are running late for your appointment please call us on 0207 935 4410.

We will always do our best to accommodate late arrivals, however, there may be times when a late arrival will result in reduced appointment time or rescheduling of your appointment.

In Clinic Refunds

There are no refunds on treatments taken, purchased products, or medical consultations where treatment has not occurred.

All purchases on services are non-refundable. You can transfer any deposit to another service, purchase of products, or a credit balance on your account. This does not affect your statutory rights. 

Pre-paid treatments and course balances can be used towards another service or credited to your Cavendish Clinic account should you no longer wish to continue with this specific treatment.

Pre-paid treatments are valid for ten months from the purchase date.

All courses and paid treatments must be used within 10 and 24 months if you are pregnant.

Offers & Discounts

Occasionally, we may send you a promotional offer via email or text. If you wish to use the offer, please mention it upon booking. Unless stated at the time of issue, each discount will be valid for use by the recipient of the email/text and by such recipient only once and may not be used in conjunction with any other promotion.

We reserve the right to withdraw or cancel any offers for any reason.

New customers discount.

New customers get £50 off their first service at Cavendish Clinic when they spend over £200 for non-surgical services. Excludes all other offers, promotions, products, and surgical services.

Christmas £50 Credit.

1. The Voucher is only applicable to treatments excluding injectables.

2. The Voucher is limited to one per patient and is non-transferable.

3. The Voucher does not apply to products.

4. A minimum spend of £200 is required in a single transaction to redeem the Voucher.

5. The voucher is redeemable before 31st January 2024. After this date, the Voucher will no longer be valid for use, and no extensions or exceptions will be granted.

Student 10% off offer.

Eligibility:

1. This offer is exclusively available to individuals who can provide valid proof of their current student status.

2. To qualify for the discount, students must present a valid student ID or an acceptable proof of enrolment during the transaction.

3. The “Student Discount Offer” provides a 10% discount on eligible items and services.

4. The discount does not apply to any injectable products or services.

5. Cavendish Clinic reserves the right to verify the authenticity of the provided documentation.

£50 Credit Voucher Offer At Kensington ONLY

Eligibility:

1. The Voucher only applies to Cavendish Clinic in High Street Kensington.

2. The Voucher is limited to one per patient and is non-transferable.

3. The Voucher is redeemable at any time on any treatments (excluding surgical procedures) or products offered by the Clinic.

4. A minimum spend of £200 is required in a single transaction to redeem the Voucher.

5. The voucher is redeemable before 31 January 2024. After this date, the Voucher will no longer be valid for use, and no extensions or exceptions will be granted.

Any promotional discounts, gits, or credits, including customer surveys

Any promotional discount excludes all surgical services at Cavendish Clinic and can only be redeemed once, not in conjunction with any other offer.

Online Retail Shipping

For all purchases, we charge a standard delivery rate of £4.95. We use first-class Royal Mail Tracked for all nationwide deliveries and can expect delivery in approximately 2-5 working days.

We do not offer international shipping. UK shipping only.

Gift Vouchers

Gift vouchers will expire after 12 months from the date of purchase and cannot be exchanged for cash.

If you purchased a gift voucher and, for some reason, you no longer require it, a full refund will be given within 72 hours after your purchase. Email welcome@oldcavendish.northrose.tech and attach a copy of your voucher to your email. This must occur before redemption of the voucher. Our team will process refunds using your method of payment. Allow three to five working days for the transaction to process.

Gift Vouchers Sale

Any gift vouchers purchased are non-refundable and must be used within three (3) months of purchase. All sale vouchers can be used at Cavendish Clinics and cannot be used against retail online or in-store. Services only.

Loyalty Card Points

A completed loyalty card reward cannot be redeemed with any other offer. Our services and products are regularly refreshed, and we reserve the right to remove products or services at any time without notice. Loyalty cards are available to those over 18 in the UK only.

Loyalty cards are valid at any Cavendish Clinic.

Clients can receive a single stamp per treatment modality per appointment or purchase products for more than £50, post on social media, tag the brand, and leave a Google review for Cavendish Clinic.

Double up! Clients will receive double stamps for the following treatments: CoolSculpting, EMSculpt Neo, and Bodytite.

Stamps are not exchangeable for cash. To use the loyalty card and redeem the rewards, clients must set up a profile on Cavendish Clinic’s database with their name, email address, and phone number.

The expiry date is stated on the loyalty cards. Clients must have all 8 stamps on a single loyalty card and must be redeemed before the expiry date to receive one of the rewards.

Rewards include the following options:

1. A free HydraFacial (only a single standard HydraFacial),

2. A SkinCeuticals gift package (worth up to £200),

3. 50% off your next treatment (only one treatment cannot be applied to courses).

The client is responsible for presenting their card at the point of sale to collect points. Each client is only entitled to one loyalty card at any one time. This card is assigned to and is unique to you only. Stamps cannot be transferred to other members. Products and services earned through the loyalty card system are non-refundable or returnable.

Refer a Friend

Refer a friend and earn £30; your friend gets £30, too.

If you’ve already had a great experience with us and would like to recommend us to your friends and family – this offer will benefit both of you. Your friend will get £30 off their first treatment with us, and you will get £30 off your next treatment too. Please mention the ‘Refer a Friend’ offer to our front-of-house team upon booking.

Treatment Disclaimer

Our clients’ results vary according to their biological makeup, diet, environmental surroundings, and a number of other factors, which influence how our treatments take effect. We do achieve significant results in many cases. However, we cannot predetermine the outcome and, therefore, cannot guarantee results from any of our treatments.

Child Policy (under 18’s)

In line with regulations from the Care Quality Commission, we cannot treat persons under the age of 18 or allow anyone under the age of 18 into our clinics. We will endeavor to assist you or reschedule your appointment if this presents a problem for you.

We are CQC (Care Quality Commission) registered as we are a medical practice, so it does mean our clinics are not pet friendly and we cannot have pets on site.

Service Feedback & Complaints Policy

We pride ourselves on our exceptional patient care and attention to detail, so we welcome feedback and we encourage you, so as a business, you can help us grow.

If you wish to give us feedback about our services please either:

• Call and speak to a clinic manager: 02079354410
• You can leave a trust pilot review here
• Email us here

To make a formal complaint in writing, the complainant should write a letter or e-mail to the attention of the registered manager and send it to welcome@oldcavendish.northrose.tech stating the nature of their complaint and as much detail concerning dates, times, and, if known, names of staff members. This will enable us to acknowledge and address the issues raised promptly and effectively.

We will acknowledge all written complaints within three working days and respond within twenty working days or provide a written explanation of why the response is taking longer. A full complaints policy can be provided upon request.

SOCIAL MEDIA GIVEAWAYS

**There is no active giveaway**

The previous competition has now been closed and the winners have been chosen. “The Promoter” refers to Cavendish Clinic whose Instagram handle is @cavendishclinicuk. The “Prize” refers to one (1) body treatment and one (1) SkinCeuticals face product.

You agree to be bound by these terms and conditions by entering the competition. The winner should collect and have their treatment only at the Cavendish Clinic Fitzrovia, which is at 65 Margaret St, London W1W 8SP.

The Promotors competitions, which allow entry via Instagram and/or Facebook, are open only to residents of Great Britain (excluding Northern Ireland).

• One (1) winner will be chosen randomly from all entrants and across all platforms.
• No purchase is necessary. Winners will not be required to pay to enter the competition.
• Entrants must be over 18 years old on the date of their entry.
• Employees of The Promoter are not eligible to enter.
• Instagram or Facebook is not affiliated with or involved in the competition.

Each entrant shall enter the competition via Instagram by tagging another Instagram user in the comments of the specified post by @cavendishclinicuk and following this Instagram profile.

CLINIC COMPETITION

Terms and conditions Cambridge 1st anniversary competition.

Publishing terms

Our prize draws and competitions are organised by CAVENDISH CLINIC of 65 Margaret St, London W1W 8SP.

How to enter:

• Entries received after the stated closing date will not be accepted.
• Our prize draws and competitions are free to enter, and no purchase is necessary.
• CAVENDISH CLINIC will not accept responsibility for entries that are lost, mislaid, damaged, or delayed in transit, regardless of cause, including, for example, as a result of any postal failure, equipment failure, technical malfunction, systems, satellite, network, server, computer hardware or software failure of any kind.
• By submitting an entry, you agree to be bound by these Terms and Conditions. If you have any questions, please contact marketing@lhagroup.co.uk
• CAVENDISH CLINIC reserves the right to refuse entry or refuse to award the prize to anyone in breach of these terms and conditions.
• Unless otherwise stated, our prize draws and competitions are open to all except employees of the CAVENDISH CLINIC, their families, agents or any third party directly associated with the administration of the prize draw.
• Entrants must be over 18 years old on the date of their entry.
• Only one entry per person is permitted.
• In entering, you confirm that you are eligible to do so and eligible to claim any prize you may win. CAVENDISH CLINIC may require you to provide proof that you are eligible to enter the prize draw or competition.
• CAVENDISH CLINIC reserves all rights to disqualify you if your conduct is contrary to the spirit or intention of the prize draw or competition.

The Draw

• A winner will be chosen by a random draw performed by a computer process within one month of the prize draw or competition ending.
• The winner will receive details of the prize.
• The winner will be notified by email or telephone (using details provided at entry) within seven (7) days of being chosen and must provide a postal address to claim their prize. If a winner does not respond to CAVENDISH CLINIC within 14 days of being notified, then the winner’s prize will be forfeited, and CAVENDISH CLINIC will be entitled to select another winner in accordance with the process described above.
• The prize will be sent to the winner within 14 days of responding to CAVENDISH CLINIC.

• The prize is non-exchangeable, non-transferable and no cash alternative is offered. CAVENDISH CLINIC reserves the right to replace the prize with an alternative prize of equal or higher value if circumstances beyond the CAVENDISH CLINIC’s control make it necessary to do so.
• The decision of CAVENDISH CLINIC regarding any aspect of the prize draw or competition is final and binding and no correspondence will be entered into about it.
• The winner’s name and county can be obtained by sending a stamped addressed envelope to CAVENDISH CLINIC, 65 Margaret St, London W1W 8SP, or an email to marketing@oldcavendish.northrose.tech within 60 days after the date of the closing date of the prize draw or competition.
• CAVENDISH CLINIC reserves the right to hold void, cancel, suspend, or amend the promotion where it becomes necessary to do so.

Limitation of liability

• Insofar as is permitted by law, CAVENDISH CLINIC, its agents, or distributors will not in any circumstances be responsible or liable to compensate the winner or accept any liability for any loss, damage, personal injury, or death occurring as a result of taking up the prize except where it is caused by the negligence of CAVENDISH CLINIC, its agents or distributors or that of their employees. Your statutory rights are not affected.

Data protection and publicity

• CAVENDISH CLINIC is committed to protecting and respecting your privacy and will only use your personal information in accordance with these Terms and Conditions and the CAVENDISH CLINIC’s Privacy Policy which is available on our website: https://oldcavendish.northrose.tech/terms-conditions/.
• By entering, you agree that any personal information provided by you with your entry may be held and used by CAVENDISH CLINIC or its agents and suppliers to administer the competition.

Governing law

• All our prize draws and competitions will be governed by English law and entrants to the prize draw submit to the jurisdiction of the English courts.
• CAVENDISH CLINIC reserves the right to update these Terms and Conditions from time to time and any updated version will be effective as soon as it is published on the website.

ONLINE TERMS AND CONDITIONS

Online Purchases

• Please allow 2-5 working days for delivery UK ONLY.
• Orders made after 3 pm will be shipped the next working day. If orders are placed after 3 pm on Friday these will be shipped on the following Monday.
• No deliveries take place on Bank Holidays. We also do not ship internationally.

Online Returns Policy

It is important that you check your order and your items upon delivery and always before use. If any issues arise then these need to be reported to us immediately so we can investigate the matter.

How do I arrange a return?

Before attempting to return an order you will need to contact our customer service team (within 14 days of purchase) via welcome@oldcavendish.northrose.tech and raise the issue so we can best advise on how to resolve this as quickly as possible.

Please ensure that any item(s) you are returning are unopened and in any original packaging. Unwanted goods need to be in pristine resalable condition with any retail seals unbroken. If these rules are not adhered to, Cavendish Clinic have the right to refuse a refund.

Can I return my item to my nearest clinic?                                                                 

Yes, any online purchases we will accept at one of our clinics as long as you have proof of purchase and have adhered to our return’s regulations i.e. item(s) being returned are unopened and in any original packaging and in a resalable condition. If you wish to exchange your item(s) in the clinic then please email welcome@oldcavendish.northrose.tech or call us directly on 020 3805 8478 to ensure we have the item(s) you require in stock at your preferred location.

What should I do if I receive an incorrect item?

We have high standards when it comes to packaging your order however mistakes do occur from time to time. Please accept our apologies if you have received an incorrect item. As part of our customer objectives, we will do our utmost to resolve your query with speed, ease, and with absolute minimal inconvenience.

We will review each case individually when considering the return of the product; in some cases, we may require further information such as pictures so we can choose the best course of action. Our aim is to provide the best solution for you as quickly as possible.

What should I do if my item is damaged?

Although we take care to prevent any damage to your goods during transit it is possible that problems may arise. Please accept our sincere apologies if you have received a damaged item.

We ask that you contact us immediately via email welcome@oldcavendish.northrose.tech Please attach pictures of your damaged item(s) along with a contact number we can reach you on, and a member of our team will get in touch with you to resolve any issues that may have arisen.

How do I report a faulty item?

Please accept our apologies if you believe there is a fault with your item(s), we take all complaints regarding the quality of our products seriously and we will need to investigate the reported fault in more detail with our supplier.

In order to do this, we ask that you contact us via email welcome@oldcavendish.northrose.tech – Please provide details of the fault and where possible attach pictures to your message.

We will need to know your order number, the item you want to return, and the reason for your return. Please package the item securely and ensure these details are inside.

You will need to obtain proof of postage receipt when you send your item to us. Without this, we may not be able to process your refund or replacement in the rare event that your item is lost in transit. If you request a replacement and the product is no longer available, we will process a refund back to the original account used to purchase the item.

Any item you have accepted and then returned is your responsibility until it reaches our office. Please, therefore, ensure that you send your item back to us using a delivery service that insures you of the value of the goods.

Will you refund my postage costs to return an item?

We are more than happy to refund postage costs for returned goods where the item being returned is required due to our error, for example:

• If we have sent you the wrong item.
• The item you received is damaged or faulty

We will not refund postage costs to return items that are unwanted or no longer required. These costs will need to be covered by you, again we recommend using a delivery service that insures you for the value of the goods.

We will not refund postage costs to return any item due to reported damage or fault where no error was found in the testing process. Costs of posting the item back to you will depend on the item and will be communicated to you after the testing process has been completed.

Abuse of Patients and Staff 
All patients attending a Cavendish Clinic will always be treated with respect and dignity. No member of staff has the right to be abusive to patients or their visitors. Any such incidents will be treated as a disciplinary matter. Equally, Cavendish Clinic does not condone the abuse of staff members by patients or visitors and if such a situation occurs, Cavendish Clinic reserves the right to refuse any future service or care. 

Our returns policy does not affect your statutory rights.

For more information about your other statutory rights, please visit the UK Government’s website at: www.direct.gov.uk or contact Consumer Direct, the government-funded consumer advice service on 08454 04 05 06.

We reserve the right to change this Returns Policy at any time. Current policy valid from 6/10/20

*Christmas returns policy valid from 01^st November – January 31st*

Online Complaints Policy

If you are not satisfied with the way in which we have handled your return or replacement of any item(s), we want to hear from you! Here at Cavendish Clinic, we aim to resolve any issues for you in a timely manner and ask that you please contact our customer service representatives or by post at:

Customer Services @ Cavendish Clinic

65 Margaret Street
London
W1W 8SP

0207 935 4410