All of our consultations are absolutely FREE however, we do require a deposit of £25 to secure the booking, which is then fully refundable or redeemable when you come in. Alternatively, you can leave your £25 deposit on your Proskin account to secure all/ any future bookings and can redeem this in your last session.
What happens in a consultation?
During the consultation we will carry out an in-depth analysis and a medical background check to provide you with the most suitable treatment(s) according to your needs.
We will also discuss what your goals are, advise you on how to achieve those results and do what we can to get you there.
Can I have Treatment on the same day as my consultation?
Unfortunately, we cannot provide treatments on the same day as any Laser treatment consultation as we require a minimum turn-over time of 48hrs to see if any adverse reaction have occurred/ to see if you are eligible to have the treatment. Please note: due to the Fitzpatrick scale some clients may need to wait up to two weeks between the consultation and first treatment.
Can I purchase products online?
Due to the active ingredients based in our advanced skin care range, we request you come in for an in depth skin analysis where you will be advised and prescribed which products are suitable for your needs and concerns.
What is the cancellation policy?
Single treatments: We require a minimum of 24hrs notice to cancel/ amend/ re arrange any appointments otherwise the client will forfeit the £25 deposit on their Proskin account Treatment courses: For appointments that form part of a course of treatments, one treatment session will be deducted from the course total or the clients can choose to pay a cancellation fee of 50% of the cost of the missed treatment session, instead of forfeiting one treatment session. A minimum of 24hrs is required to cancel/ amend/ re arrange any package appointments Any client who fails to attend an appointment will lose one treatment session from their course total. Full body laser: We require a minimum of 48hrs notice for a full body laser hair removal appointment.
How can I cancel/ re arrange my appointment?
You can cancel/ amend or re arrange any appointment by calling us on 020 3780 3364 or by sending us an email at email@example.com – please be advised we require a minimum notice of 24hrs for a single appointment and 48hrs for an appointment longer than 2hrs
Can I have Treatments at any Proskin location?
Once you have commenced treatment and have had your consultation at one of our clinics it would be advisable to continue treatment with the same clinic however, if for any reason you would like to move to a different clinic we would require you to follow the same protocol as having a new consultation & patch test for health & safety reasons. Packages: if you have purchased a package at one specific Proskin Clinic we cannot transfer your package over to a different location and you would be required to redeem your package at the location you had purchased it at.
When will I need a Patch Test?
We would require you to have a patch test if: • You are a new client to Proskin Clinics • You would like to commence a new treatment • You have been on holiday • You have not used our services in the last SIX months • You are currently on medication/ using topical creams that causes photosensitive reaction • Have recovered from a temporary medical condition that causes photosensitive reaction • You are transferring clinic locations
What is your refund policy?
Products • We offer a full refund on any unopened products returned to us in a saleable condition with an original receipt. • Opened products cannot be refunded. However, if a product has caused any adverse reaction, please come back to the clinic with the product so that we can carry out an analysis, and if appropriate we can substitute the product.
Treatments/ Packages • We offer a full refund on any treatment/ courses within 7 days of purchase. • Any adverse reaction must be reported within 48 hours of your appointment. • We cannot refund any package/ course that has already commenced. • Treatments which have taken place cannot be refunded. • No refunds are offered for any treatments that form part of a promotional offer. The only exception to this policy is a serious or long term illness that contra-indicates the treatment, confirmed by a medical certificate. **All courses of treatments must be completed within 12 months of the date of purchase.
Can I trust you with my personal details?
YES, off course! We do not share any details with any third party company and we do not store any card details on our systems.
Where can I leave customer feedback?
We would love to hear what you think and we appreciate all feedback, negative and positive so we can help better our brand and staff to your standards. Please feel free to email us your thoughts at firstname.lastname@example.org
Can I bring my child/ children in to the clinic?
Children up to the age of 18 are welcome into our clinic however, only with the supervision with an adult you bring as our staff members are unable to supervise children during treatments for both health and safety and insurance purposes. **Children will not be allowed into treatment rooms for health and safety reasons**
What is the complaints procedure?
It is our priority to ensure that every client is delighted with the services that they receive at Proskin Clinics. However, we recognise that on occasions things can go wrong. If this does happen we will try to ensure we put things right at the earliest opportunity. This procedure advises how to bring your concerns to our attention if you are not happy about the service that you have received. We will ensure that all complaints are followed through, documented and when appropriate action is taken to prevent a recurrence. The quickest and most effective way of resolving any problem is to bring it to our attention immediately. Please raise your concern with your practitioner or the Clinic Manager. They will listen carefully to your concerns and do what they can to correct any problems and provide a suitable solution. Alternatively you can put your concerns in writing to email@example.com where a customer service advisor will follow this up with the Clinic Manager. Please expect a response within the first four working days of after submitting your complaint to us.