Consultation & Booking Policy

To ensure that we are prescribing the correct treatment for you, we require all new patients to have a face to face, free, no-obligation consultation, we will cover your medical suitability for treatment, carry out patch tests if necessary, answer any questions you may have & advise on treatment options.

You can opt for a consultation & treatment in one appointment for convenience once your medical forms have been completed & returned to us online, prior to attending

At the consultation we will discuss what it is that you want to achieve from your appointments with Dermanude, we will outline which of the variety of treatments/packages would be most beneficial to each individual and could yield the best results.

Our aim is to ensure that everyone feels comfortable with the process and receives a personal service tailored to their needs. Therefore, leaving their appointment feeling confident and pleased with their experience.

Please be advised that all credit on the system (this includes courses of treatments paid for upfront and any deposits/gift vouchers) are valid for 1 year from the time of payment, this cannot be extended if it is not used within the 12 month time frame.

Courses of Treatment – Refund & Cancellation Policy

All courses or packages of treatment are non-refundable once purchased. By purchasing a course of treatment, you are committing to the full course and refunds will not be provided for any unused sessions.

Appointments booked as part of a treatment course are subject to our 72-hour cancellation policy. If you need to cancel or reschedule an appointment, a minimum of 72 hours’ notice must be provided.

Where less than 72 hours’ notice is given, or you fail to attend your appointment, the treatment session will be deducted from your course and considered used.

Courses and treatment sessions are non-transferable and may only be used by the person for whom they were originally purchased.

Where a treatment can no longer safely or appropriately be provided for medical or clinical reasons, this will be reviewed on an individual basis.

Skin Treatments

When booking skin appointments, we get a lot of clients who do not necessarily know which treatment they want or need. Therefore, it is essential that all new clients have a consultation, we will provisionally book your treatment depending on your main concerns and skin analysis during consultation.

However, after skin analysis on the day of treatment should we feel that something different is better suited to your skin & its condition, we will go through everything and choose the perfect treatment that is best suited for you to achieve maximum results.

Possible treatment options include a Medical-Grade Facial, HydraFacial, AlumierMD Treatment, Bio-Re Peel, Dermaplaning, Skinpen Microneedling, Dermalux LED light therapy or a Chemical Peel.

Booking & Cancellation Policy

You can change or cancel your booking by using the Manage My Booking link, which you will find in your email confirmation and appointment reminders, up to 72 hours in advance of your visit with no extra charge. However, if you fail to adhere to the cancellation policy as stated under the terms and conditions the business has the right to charge you. If you try to use the booking system to move your appointment within the 72 hour window it wont allow this action, you will need to contact the clinic directly by emailing info@dermanude.co.uk.

If you move your appointment within 72 hours of your appointment time you be charged a late rescheduling fee of £50, last minute rescheduling is effectively a cancellation for the clinic as it is not possible to fill this space at such short notice. Please note that once this appointment has been rescheduled to a later date, the below cancellation policy applies. This is to prevent people from moving their appointment and then subsequently cancelling to avoid charge. Please be advised that if the same appointment is moved multiple times, the clinic has the right to charge you the full amount of the treatment fee. You will be advised of this before the fee is taken. We do not want to have to charge for late rescheduling/cancelations, but we have to in order to protect the business, everything will be fully communicated with you so that we can come to a resolution/avoid a fee where possible.

If you cancel your appointment within 48 hours or no-show to an appointment this will incur a fee of 100% of the balance amount left to pay at the appointment, this will be taken by way of your online payment method. Please note that it is your responsibility to manage your booking via the booking link in your appointment confirmation, please do not respond to the mobile number used for the app reminders, or the clinic landline as they aren’t always monitored. Please be advised that a “no-show” can be classed as you attending your appointment without completing your medical form and then being unsuitable for treatment (all forms are sent out well in advance to avoid this happening), if you attend with children your appointment can go ahead this will also be deemed a “no-show” and the 100% fee will be applied.

When booking online you will have been notified of certain pre-treatment stipulations that you are required to follow (for safety reasons) in the 14 days leading up to your appointment with Dermanude.

**This is only applicable for skin apps/the area that is being treated**

When booking by way of the online portal you have been advised & have agreed to adhere to the below:

You will not have any facial surgery or aesthetic treatments such as rhinoplasty, facelift, dermal fillers, PDO threads, Botulinum Toxin, aesthetic dental work, tattoos, piercings, laser resurfacing, laser hair removal, micro-needling, dermaplaning or skin peels in the area being treated in the 14 days leading up to my appointment.

You will not use any exfoliants or products containing alpha-hydroxy (AHAs), beta hydroxy (BHAs) acids (such as glycolic acid, lactic acid, fruit acids) or hydroquinone in the 7 days leading up to your appointment.

You will not use any products containing topical retinoids (Vitamin A, Retinol, Retin A etc) in the 7 days leading up to your appointment.

We understand that you may be having other aesthetic treatments elsewhere, such as Botox & Fillers, if you need to arrange your appointment with Dermanude to fit around these treatments, please contact us as we can book a suitable appointment that works around all your aesthetic treatments, ensuring each treatment is delivered safely, we just require a minimum of 48 hours’ notice prior to your original booking date & time for any changes to be made free of charge.

Please be advised that if you attend your appointment on the day of treatment and you have had one of the aesthetic treatments mentioned above, within the time frames also mentioned above, this means your treatment can unfortunately no longer go ahead for health and safety reasons. This will therefore mean, per the T&C’s signed at time of booking, that you may be liable to pay 100% of the treatment amount, this will be taken through the online booking system that you used to pay your booking fee.

Clinic Policy

Dermanude is an appointment-only clinic, we hope you understand that if you attend the clinic without a confirmed appointment, we, unfortunately, will not be able to see you.

When you attend your appointment, we ask that you arrive no more than 5 minutes early and come alone. We are unable to accommodate plus ones or babies/children in the clinic for insurance purposes.

If you arrive more than 15 minutes late to your appointment, this, unfortunately, means your treatment will not be able to go ahead. We cannot deliver the same standard of results based on reduced treatment time and to run over your allocated time slot could have an impact on other clients, which we simply cannot allow. We hope you understand that we would not allow another client’s appointment running over to impact you and your day, which is why we have this policy in place, to ensure minimal disruption for all customers.

Gift Vouchers

Dermanude gift vouchers are redeemable on in clinic treatments only and cannot be used for retail products. Please note that gift vouchers are non-refundable and the validity of the vouchers cannot be extended, or accepted as a payment method if out of date. This applies to all vouchers, including those sold in the Black Friday Sale. Please note that vouchers sold on Black Friday have a shorter validity, you are notified of this at the time of booking. By purchasing a gift voucher you agree to these terms & conditions.

Treat Card Rewards Policy

Our Treat Card is our way of saying thank you to our valued clients. As a gesture of appreciation for your loyalty, you can earn Treat Card points every time you spend on eligible treatments and services at our clinic.

How it works

Treat Card points are earned on qualifying treatment and service purchases.
Points can be redeemed against selected complimentary treatments, subject to availability and clinic approval.
Points have no cash value and cannot be exchanged for cash, transferred to another person, or used in conjunction with other offers unless stated otherwise.
The clinic reserves the right to amend the treatments available for redemption at any time.

Inactive Accounts

To keep the Treat Card active, clients must attend an appointment at least once every three months.

If no appointment has been attended for three (3) months or more, all accumulated Treat Card points will automatically expire and be removed from the account. Once expired, points cannot be reinstated.

General Terms

Treat Card points are a complimentary loyalty benefit offered at the clinic’s discretion.
The clinic reserves the right to amend, suspend, or withdraw the Treat Card programme and its terms at any time without prior notice.
By participating in the Treat Card programme, clients agree to these terms and conditions.

Obagi Medical Homecare T&C’s

I agree that I will only purchase Obagi Medical Homecare Products through Dermanude Skin Clinic or their Health Xchange Platform. I understand that the only legal and reputable online sales platform for Obagi Medical in the UK is via Health Exchange through the Clever Patients portal. Obagi Medical Homecare is pharmaceutical grade and requires a prescription, to purchase these products online without a prescription being signed off by a Doctor or Nurse Prescriber is to do so illegally. I understand that any Obagi Medical products bought online are counterfeit.

Health Exchange is the only distributor of Obagi Medical Homecare products in the UK. By choosing to source these products elsewhere I understand that Dermanude Skin Clinic can no longer support me with my homecare products, even if my routine was selected by my therapist at Dermanude, but purchased elsewhere. Dermanude Skin Clinic cannot assist me with the routine, efficacy, reactions or any related complications.

I have been informed by Dermanude Skin Clinic to stop using any products sourced outside of the clinic immediately. I understand that if I continue use I am using them at my own risk, and I cannot receive support from Dermanude Skin Clinic regarding the counterfeit products.

I understand that by using these products I am also compromising the outcome of my in-clinic treatments. I understand that I am undertaking in-clinic treatments at my own risk when using counterfeit Obagi Medical homecare, including but not limited to possible adverse reactions. I agree that Dermanude Skin Clinic is in no way responsible for either the outcome of the homecare purchased outside of Dermanude Skin Clinic, or of the outcome of my in-clinic treatments if I continue their use.

I understand that if I attend an in-clinic treatment and I have not stopped the use of counterfeit products, I will be doing so at my own risk. If I am unhappy to accept this risk the treatment will no longer go ahead, but I will still be liable for 100% of the treatment cost.

Client Referral Scheme

Refer 3 clients to Dermanude Skin Clinic to receive free treatment credit:

Once 3 clients have received their treatment we will apply £100 treatment credit to your account
Referred clients receive 20% off their first in clinic treatment

T&C’s:

Client treatments exclude consultations & DermaLux appointments (they are welcome to book these initially but they need to book full services such as a chemical peel or microneedling for it to count as a referral)
Clients can use the 20% discount on single treatments, excludes consultations, courses & packages
Clients need to mention who referred them so that we can apply the treatment credit to your account

Client Behaviour & Anti-Harassment Policy

We are committed to maintaining a safe, respectful, and professional environment for all clients and practitioners.

Any form of abusive, threatening, or inappropriate behaviour — including verbal, physical, or sexual harassment — will not be tolerated under any circumstances.

Clients are expected to:

Treat practitioners with respect and professionalism at all times.
Refrain from any behaviour, comments, or advances of a sexual nature.
Follow all clinic or session guidelines as explained by the practitioner.
Any breach of this policy may result in immediate termination of the session and permanent refusal of future services.
Serious incidents may also be reported to law enforcement. Our goal is to ensure a safe and comfortable experience for everyone.

CCTV Operation Policy

For the safety and security of our clients, staff, and property, our clinic operates a Closed-Circuit Television (CCTV) system in designated areas.

Purpose of CCTV:

To enhance the safety of all individuals on the premises.
To protect clinic property and prevent theft, vandalism, or other unlawful activity.
To assist in resolving incidents, complaints, or security concerns.

Privacy and Confidentiality:

CCTV is used for security purposes only and is not installed in private areas such as treatment rooms or bathrooms.
Footage is stored securely and can only be accessed by authorised personnel.
Recordings are retained for a limited time in accordance with data protection laws and deleted once no longer required.

Disclosure of Footage:

CCTV footage will only be shared with law enforcement or relevant authorities when legally required.

Our clinic is committed to maintaining a safe environment while respecting the privacy and dignity of all clients and staff.

Product & Refund Policy

1. General Policy

All products sold through this website, in our clinic or via Dermanude Skin Clinic in any capacity, are non-refundable and non-returnable, except where required by applicable law. By completing a purchase, you agree to these terms.

2. Non-Refundable Products

Due to the nature of the products supplied, we do not accept returns or issue refunds once:

The product has been purchased and dispatched, or
The product has been collected or taken off-site

This policy is in place because we cannot guarantee the integrity, safety, or authenticity of any product once it has left our control. As such, returned items are not suitable for resale or redistribution.

3. Prescription-Based Orders

Where a product requires a prescription:

Once a prescription has been issued and assigned to a pharmacy, the order becomes strictly non-refundable and non-cancellable
This applies regardless of whether the product has been dispensed or delivered

This policy ensures compliance with medical, pharmacy, and regulatory obligations, and protects the safety of all patients.

4. Order Cancellations

Orders may only be cancelled before:

A prescription has been issued (where applicable), and
The order has been processed or dispatched

Once either of the above has occurred, cancellations are no longer permitted.

5. Damaged or Incorrect Items

If you receive a product that is:

Damaged upon arrival, or
Incorrect (not what you ordered)

You must notify us within 48 hours of delivery. We may, at our discretion:

Offer a replacement, or
Investigate the issue in line with consumer protection laws

Proof (e.g., photos) may be required.

6. Consumer Rights

Nothing in this policy removes or limits your rights under applicable consumer protection laws. Where legal obligations require a refund or replacement, we will comply accordingly.

Privacy, Terms & Cookies

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Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any products, services or information available through this website meet your specific requirements.
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Privacy
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