Terms & Conditions
Last updated: 21/09/2026
These terms explain how we provide consultations and treatments, manage bookings and payments, and operate our website. Please read them before making a booking.
Surgery or treatment at LASE Cosmetic
Where your surgery or treatment takes place at LASE Cosmetic, LASE Cosmetic’s applicable consultation and treatment terms and conditions will apply to the services it provides. We will identify the provider responsible for each part of your care and supply the relevant terms before you commit to the procedure or make payment. For services provided by LASE Cosmetic, its terms will take precedence over these terms if there is any inconsistency. Feylix Clinic’s terms will continue to apply to services provided by Feylix Clinic. Nothing in this paragraph limits your statutory rights or either provider’s responsibility for its own services.
1 About Feylix Clinic
Feylix Clinic is a subsidiary of Cundall medical services Ltd
Email: [email protected]
Website: www.thefeylixclinic.co.uk
In these terms, “we”, “us” and “our” refer to the business identified above. “You” refers to the person booking or receiving our services.
Where an independent practitioner or another provider will contract with you separately, we will explain this and provide their details and terms before you commit.
2 Your booking and agreement
A booking becomes binding when we confirm our acceptance of it by email or another written confirmation, after any required booking payment has been made.
Before you book, we will provide the relevant service description, price, payment requirements and cancellation terms. Your confirmation and any treatment-specific terms supplied before booking form part of your agreement with us.
A booking does not guarantee that treatment will be clinically suitable. Treatment remains subject to assessment and your informed consent.
Nothing in these terms removes or restricts your statutory consumer rights.
3 Consultations and suitability
During your consultation, we will discuss your concerns, relevant medical history, available options and whether the proposed treatment is appropriate.
Where treatment is offered, we will explain its anticipated benefits, material risks, limitations, recovery requirements and reasonable alternatives, including having no treatment.
We may decline or postpone treatment if the practitioner considers it unsafe, unsuitable or unlikely to meet realistic expectations. We will explain the reasons and discuss appropriate next steps.
A consultation is a service in its own right. Its fee remains payable when the consultation has been properly provided, even if treatment is not recommended, subject to your statutory rights.
Minimum treatment age: 18 years old
We may request identification to confirm your identity and age.
4 Your information and consent
Please provide accurate and complete information about your health, medication, allergies, previous procedures and any other matters relevant to treatment. Tell us about changes before each appointment.
Follow the preparation instructions we provide and contact us if you are unable to do so.
You will have an opportunity to ask questions and sufficient time to consider the proposed treatment. You may decline treatment or withdraw consent at any point. We will stop treatment as soon as it is clinically safe to do so.
Paying a deposit or accepting these terms does not constitute consent to a procedure. Any financial consequences of cancellation are governed by the cancellation provisions below and your legal rights.
5 Prices and payment
We will confirm the total price before you agree to proceed, including applicable taxes and unavoidable charges.
Your quotation will identify what is included, such as consultations, treatment sessions, review appointments or aftercare, and any separately chargeable services.
| Payment | Amount or deadline |
| Consultation reservation | £50; credited on attendance |
| Surgery deposit | Minimum 25% |
| Surgery balance | 28 days before surgery |
| See-and-treat deposit | £250; credited against surgery that day |
The reservation payment is not the full consultation price. We will confirm the remaining consultation charge, any requirement for advance payment and the procedure price before booking. For bookings made after the balance-payment deadline, we will agree the payment date in your confirmation. Non-surgical treatment prices and payment deadlines will be quoted separately.
A treatment deposit is credited towards the agreed treatment price.
Additional treatment or services will require your agreement before an additional charge is incurred. We will not change an agreed price merely because our general price list changes.
If a payment is overdue, we will contact you and allow a reasonable opportunity to resolve it before postponing or cancelling a booking.
6 Changing or cancelling an appointment
Contact us at [email protected] or 0191 389 7090 as soon as you need to cancel or rearrange.
Consultations
Give 48 hours’ notice. Late cancellation or absence: up to the prepaid consultation fee, or £50 without prepayment. First rearrangement: free with sufficient notice; subsequent changes: £25 each.
These amounts are maximum charges, subject to the loss assessment below. If you cancel with sufficient notice, we will refund any unearned consultation payment. A see-and-treat deposit is an advance payment rather than an automatic penalty: any deduction must satisfy the same assessment, using a cancellation limit disclosed before booking.
Surgery cancellation limits
| Notice before surgery | Maximum deduction |
| Over 28 days | Half the deposit, capped at £500 |
| 15–28 days | Deposit plus 10% of balance |
| 8–14 days | Deposit plus 25% of balance |
| 1–7 days | Deposit plus 50% of balance |
| Surgery day | Total price |
“Balance” means the total agreed surgery price less the deposit. A separately priced consultation already properly supplied remains payable. Payments already held are applied against a valid deduction; they are not charged again.
Surgery rearrangements
First change: free with at least 14 days’ notice; shorter notice: up to the deposit. Further changes: £250 each. Rebook within six months of the original date.
If both a late-change and repeat-change limit could apply, we use the higher limit rather than adding them together. Contact us if the rebooking period cannot be met; its expiry does not automatically remove your right to a refund of money we have no lawful basis to retain.
How charges are assessed
The figures above are ceilings, not automatic deductions. We will limit any charge to a fair, evidenced net loss caused by your cancellation or change, after allowing for saved costs, replacement bookings and reasonable steps to reduce the loss. We will explain the calculation and refund the remaining advance payment. No loss is recovered twice.
Contact us promptly if illness or another exceptional circumstance prevents attendance. We will consider rearrangement and whether a charge is justified. Where supporting medical evidence is needed, we will request only information relevant to that decision.
Statutory cancellation rights, your rights when we are at fault and section 7 take precedence over this schedule. For other services, any cancellation limit must be supplied before booking; the same fairness assessment applies.
7 Online and telephone bookings
Where the Consumer Contracts Regulations give you a cancellation right, you normally have 14 days from the day after the service contract is made to cancel without giving a reason.
You can exercise that right by making a clear statement to us using the contact details above. We will provide the required cancellation information and model cancellation form where applicable.
If you want a service to begin during this period, we will obtain your express request. If you subsequently cancel, a proportionate charge for services already supplied may apply only where the legal requirements have been met.
The cancellation right is lost on full performance only where you have expressly requested early performance and acknowledged that consequence.
Statutory refunds will be made within the applicable legal deadline, normally within 14 days of your cancellation notice.
8 Late arrival and changes made by us
If you arrive late, we may need to shorten or rearrange your appointment where proceeding would affect safety or other patients. Any resulting cancellation charge must comply with section 6.
If we cancel an appointment, you may choose an available alternative or a refund for the cancelled service.
If we find that treatment is clinically unsuitable, we will refund payments for treatment not provided. A separately agreed consultation fee may remain payable where the consultation has already been properly delivered.
We will inform you promptly of significant changes to the practitioner, location or treatment arrangements. If a material change is unacceptable to you, you may cancel the affected service and receive a refund for services not supplied.
These remedies do not limit any additional legal rights you may have.
9 Results and treatment limitations
We will provide services with reasonable care and skill.
Individual responses, healing and the duration of results vary. We will explain realistic expectations, including whether a course of treatment or maintenance sessions may be needed.
Photographs and examples illustrate possible outcomes; they do not promise an identical result.
The absence of a guaranteed outcome does not excuse inadequate care, misleading statements or failure to provide an agreed service.
10 Aftercare and concerns
We will explain the aftercare arrangements for your treatment and provide relevant instructions and contact details.
Please follow those instructions, attend recommended reviews and tell us promptly about unexpected symptoms or concerns.
Aftercare contact: [email protected]
Out-of-hours arrangements: standard emergency NHS services
Seek urgent medical assistance when needed; do not delay emergency care while waiting for a clinic response.
Included reviews: up to three postoperative consultations; see-and-treat includes agreed pathology and one review. Additional reviews: up to £150 each.
We will confirm your applicable pathway and the exact price of any extra appointment before you agree to it. The see-and-treat allowance is separate from the ordinary surgery allowance. Any treatment-specific implant warranty or revision arrangement must be expressly included in your written treatment plan; this document does not itself create such a warranty.
We will assess any concern before recommending further treatment. Where an additional procedure would carry a charge, we will explain it and obtain your agreement in advance. Charges do not override any right you have to corrective services or a price reduction under consumer law.
11 Treatment courses and packages
Where we offer a course or package, we will confirm its contents, total price, session allocation, recommended intervals and any expiry date before purchase.
If treatment becomes unsuitable or we cannot provide the remaining sessions, we will refund their unused value using the allocation agreed at purchase.
If you choose to stop a course, any deduction from the unused balance must be disclosed, fair and consistent with section 6. We will not retrospectively impose undisclosed higher prices on completed sessions.
12 Refunds and service problems
If you believe a service was not provided as agreed, please contact us so we can investigate.
Your statutory remedies may include repeat performance where appropriate, a price reduction or a refund. Nothing in our complaints process requires you to accept further treatment against your wishes.
Refunds will normally be made to the original payment method. We will not require you to accept credit instead of a refund to which you are entitled.
13 Respectful conduct
We expect patients, visitors and staff to treat one another respectfully.
We may stop an appointment or decline future bookings in response to threatening, abusive or unsafe behaviour. We will consider clinical needs and continuity of care when deciding how to end an existing treatment relationship.
Any retained payment must have a lawful and fair basis; ending the relationship does not automatically forfeit all prepaid fees.
14 Website use
Our website provides general information about our clinic and services. It does not replace an individual clinical assessment.
You must not misuse the website, attempt unauthorised access, introduce harmful software or interfere with its operation.
Website text, photographs, branding and other materials belong to us or their respective rights holders. You may use the website for personal reference, but commercial reproduction requires permission unless otherwise permitted by law.
External websites have their own terms and privacy practices. We do not control their content.
15 Our responsibility to you
We are responsible for foreseeable loss or damage caused by our breach of this agreement or failure to exercise reasonable care and skill.
We do not exclude or limit liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or anything else that cannot lawfully be excluded or limited.
We do not guarantee uninterrupted website availability, but this does not affect our obligations concerning booked or paid services.
16 Complaints
Please send complaints to:
Complaints contact: Jeremy Cundall
Email: [email protected]
We will acknowledge receipt promptly. Written response target: 21 working days; delay updates: every 21 working days.
If you remain dissatisfied, you may request a review by a senior person who was not responsible for the initial decision, where available. We will explain the next steps in our response.
Where a complaint remains unresolved, we will explain any applicable independent complaints or alternative dispute resolution route and whether we are required or willing to participate.
18 Changes to these terms and applicable law
We may update these terms for future bookings. Existing bookings remain subject to the terms agreed when they were made unless a change is required by law or agreed with you.
If a provision is unenforceable, the remaining provisions continue to apply so far as legally possible.
These terms are governed by the law of England and Wales. You may bring proceedings in the courts of England and Wales. If you live elsewhere in the UK, you may also use the courts of your home jurisdiction where the law permits. This clause does not remove mandatory consumer protections that apply to you.