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Terms of Use

Welcome to The Avery Clinic. By booking an appointment or engaging our services, you agree to these terms and conditions, which are designed to ensure transparency, fairness and the highest standard of care. Please read them carefully.

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1. Who We Are

These services are provided by The Avery Clinic Limited (“the clinic”, “we”, “us”), a company registered in England and Wales under company number 14588081.

  • Registered office: Bishopstone, 36 Crescent Road, Worthing, West Sussex, BN11 1RL.

  • Clinic address: 7 Augusta Place, Leamington Spa, CV32 5EL.

  • VAT number: 472447968.

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2. Information and Privacy

  • To secure an appointment, you will be asked to provide your details.

  • On booking, you will receive a medical history form, which must be completed before your appointment. This is essential for safe consultation and treatment planning.

  • All personal information is handled confidentially in accordance with the UK GDPR and the Data Protection Act 2018, and will not be shared with third parties without your prior consent, except where we are required or permitted to do so by law.

  • You may opt out of our mailing list or promotional communications at any time by unsubscribing or by contacting us.

  • Full details of how we handle your information, including data storage and your rights, are set out in our Privacy Policy.

 

3. AI-Assisted Clinical Documentation (Heidi)

  • The Avery Clinic uses an AI-assisted documentation tool called Heidi to help our clinicians record the details of your consultation. Heidi produces a written draft note from the consultation so that your clinician can give you their full attention rather than taking notes by hand. All clinicians at the clinic may use Heidi in this way.

  • Heidi processes a written transcript of the consultation to generate the note and does not retain audio recordings of your appointment. Every note is reviewed and confirmed by your treating clinician before it forms part of your records. Your clinician, not the tool, remains fully responsible for all clinical decisions and for the accuracy of your records.

  • Your consultation involves sensitive information about your health. The Avery Clinic is the data controller for this information and relies on your explicit consent to process it using Heidi, which acts as our data processor under a written agreement. Heidi is registered with the MHRA as a Class I medical device for its summarisation function and operates in compliance with the UK GDPR and the Data Protection Act 2018.

  • The use of Heidi is optional. Your clinician will tell you at the start of your appointment that Heidi is being used, and you may decline its use or withdraw your consent at any time, without giving a reason and without it affecting your care. You will also be asked to confirm your consent on your patient form before your appointment.

 

4. New Patient Consultations and Fees

  • New patients are seen for a dedicated consultation and assessment. A consultation fee of £50 is payable at the time of booking to secure your appointment.

  • This fee covers the clinician’s time, clinical assessment and personalised advice. It is charged whether or not you go on to have treatment and is not redeemed against or deducted from the cost of any subsequent treatment.

  • If you need to cancel or reschedule your consultation, the notice requirements in section 5 apply. Where a consultation is cancelled with less than 48 hours’ notice, or you do not attend, the fee is retained to reflect the reserved clinical time. Nothing in this section affects your statutory rights (see section 9).

 

5. Treatment Appointments, Deposits and Cancellations

  • All appointments require a deposit, which is redeemed against the cost of your treatment. The deposit is either £50 or £100, depending on the time and complexity of the appointment.

  • Sculptra appointments require a higher deposit, as the product is prepared in advance specifically for you.

  • More than 48 hours’ notice. If you cancel or reschedule more than 48 hours before your appointment, your deposit is carried over to the new appointment, or refunded if required.

  • Less than 48 hours’ notice. If you cancel, reschedule or change your appointment less than 48 hours beforehand, the deposit is lost.

  • We reserve the right to decline further bookings where there is a pattern of repeated late cancellations or non-attendance.

 

6. Packages and Special Offers

  • Course and package treatments are paid for in full, either before or at the first appointment of the package.

  • Special offers are subject to these terms and cannot be combined with other offers unless expressly stated.

  • Vouchers and promotional offers are non-transferable and cannot be exchanged for cash. Each voucher or offer has a stated expiry date.

 

7. Treatment Guidelines

  • New patients are seen for consultation and assessment. Treatment is generally not provided at the first visit, except where both the clinician and patient consider it appropriate and it is clinically safe to do so. Please note that we do not offer dermal filler services on the day of a new patient consultation.

  • As a courtesy, routine reviews for botulinum toxin treatments are available within 2–3 weeks of treatment. This review window is for assessment; any adjustment remains at the clinician’s discretion and is not a guarantee of additional product.

  • Please do not attend if you are unwell, including with a cold, cold sore or skin infection, as treatment may be unsafe or contraindicated. Contact us as early as possible so we can rearrange your appointment; the approach to any deposit is set out in section 5.

 

8. Payments and Pricing

  • Treatment prices are confirmed at consultation, once your clinician has assessed your needs and agreed a treatment plan with you.

  • Payment for any treatment received on the day is payable in full at the time of your appointment. Package treatments are paid as set out in section 6.

  • We accept cash and major debit and credit cards.

 

9. Refunds

  • Our fees cover the full treatment process, including consultation, advice, the safe delivery of evidence-based procedures and appropriate aftercare.

  • Aesthetic outcomes are individual and cannot be guaranteed. We do not offer refunds simply because a result has not met a personal expectation, where the treatment has been carried out appropriately and with reasonable care and skill.

  • Nothing in these terms affects your statutory rights, including your rights under the Consumer Rights Act 2015 to services performed with reasonable care and skill. If something has gone wrong, please raise it with us so we can put it right (see section 13).

 

10. Age Policy

  • We provide treatments to adults aged 18 and over only.

  • For patients aged 18 to 25, we carry out enhanced screening and consultation.

 

11. Children in the Clinic

  • Children are not permitted in treatment rooms.

  • Please do not bring children to the clinic unless they are old enough to remain safely unsupervised in the waiting area.

 

12. Communication and Emergencies

  • We respond to messages, emails and calls during business hours, Monday to Friday, 9:00 am to 5:00 pm. Messages received outside these hours are monitored where possible.

  • In a medical emergency — including any severe, sudden or life-threatening symptom — call 999 or NHS 111 immediately. The clinic is not an emergency service.

  • For urgent concerns about a treatment you have had with us, such as unusual or severe pain, skin blanching, or any sign of a possible complication, contact us without delay on 07543 204414 so we can advise you or arrange to see you promptly.

 

13. Feedback and Complaints

  • We welcome feedback, which can be given in person, by email, through our website, or on third-party platforms such as Save Face.

  • If you have a complaint, please tell us as soon as possible so we can address it. We aim to acknowledge complaints within 48 hours and to resolve them within 14 days. A copy of our Complaints Policy is available on request.

 

14. Zero Tolerance for Aggressive Behaviour

  • We maintain a zero-tolerance policy towards aggressive, abusive or threatening behaviour. This includes verbal abuse, shouting or offensive language; physical intimidation or assault; harassment, including online abuse; and disrespectful or hostile conduct.

  • Where such behaviour occurs, we reserve the right to end the appointment immediately and to take further action, including declining future appointments.

 

15. Treatment Expectations and Right to Decline

  • We provide high-quality, evidence-based treatments tailored to individual needs.

  • We may decline to provide a treatment where, in our clinical judgement, your expectations cannot be safely met, the treatment is not in your best interests, or a safe and satisfactory result cannot be achieved.

  • Declining treatment in these circumstances is part of safe, responsible practice.

 

16. Photography and Images

  • Clinical photographs form part of your medical record where appropriate for your care.

  • We will only use your images for any other purpose, such as marketing or education, with your separate, specific written consent. You may decline or withdraw that consent at any time without it affecting your care.

 

17. Governing Law

These terms are governed by the law of England and Wales, and any disputes will be subject to the jurisdiction of the courts of England and Wales.

 

Thank you for choosing The Avery Clinic. We are committed to professional, ethical and high-quality care. If you have any questions about these Terms of Use, please contact us:

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  • Phone: 01926 754101  |  Business WhatsApp: 07359 682465

  • Email: hello@theaveryclinic.co.uk

  • Address: 7 Augusta Place, Leamington Spa, CV32 5EL

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