Terms and conditions.

Clinique Alpa Terms and Conditions for Consultations, Treatments, Aesthetic Treatments, Minor Procedures, Investigations and Payments

By making a payment, booking an appointment, attending an appointment, signing a consent form or verbally agreed consent, or receiving any consultation, treatment, aesthetic treatment, investigation, minor procedure, home visit or clinical service from Clinique Alpa, you confirm that you have read, understood and agreed to these Terms and Conditions.

These Terms apply to all services provided or arranged by Clinique Alpa, including private GP consultations, medical assessments, home visits, aesthetic consultations, aesthetic treatments, minor procedures, dressings, injections, wound care, blood tests, diagnostic investigations, prescriptions, medication, oxygen therapy, medical letters, medical reports, certificates, physiotherapy appointments where applicable, and any other clinical or administrative service.

Nothing in these Terms affects your statutory rights.

Nothing in these Terms excludes or restricts liability where it would be unlawful to do so.

1Consultation fee

1.1 The standard consultation fee at Clinique Alpa is £100 per appointment, unless a different fee is displayed, quoted or agreed at the time of booking.

1.2 The consultation fee covers the consultation only.

1.3 The consultation fee does not include blood tests, investigations, dressings, injections, medication, prescriptions, medical letters, reports, certificates, home visits, procedures, aesthetic treatments, consumables, follow-up appointments, third-party charges or laboratory fees unless expressly stated in writing.

1.4 Any additional tests, treatments, prescriptions, procedures, letters, reports, investigations or follow-up appointments recommended or provided during or after the consultation will incur separate charges.

2Payment

2.1 Payment is due in full at the time of booking, before the appointment, or immediately at the time of treatment, unless Clinique Alpa has agreed otherwise in writing.

2.2 All online payments are processed through a secure payment system.

2.3 We accept major credit and debit cards.

2.4 Your payment will be processed immediately upon booking confirmation.

2.5 Clinique Alpa does not store your full credit or debit card details.

2.6 Where any fee, invoice or charge remains unpaid after it becomes due, Clinique Alpa reserves the right to take all reasonable steps to recover the outstanding sum. This may include sending payment reminders, referring the matter to a debt recovery agency, instructing solicitors, and/or issuing a claim through the County Court or other appropriate legal process in accordance with the law of England and Wales. Clinique Alpa may also seek to recover court fees, legal costs, debt recovery costs and interest where legally recoverable.

2.7 Clinique Alpa reserves the right to withhold non-urgent services, reports, letters, certificates, prescriptions, follow-up appointments or further treatment until outstanding fees have been paid, except where Clinique Alpa considers that urgent clinical care is required or where it would be unlawful or professionally inappropriate to do so.

3Booking confirmation

3.1 Your appointment is not confirmed until payment has been successfully processed, unless Clinique Alpa has expressly agreed otherwise.

3.2 Appointment confirmation may be sent by email, text message, telephone, WhatsApp, online booking system or another appropriate method.

3.3 It is your responsibility to ensure that the contact details you provide are accurate and up to date.

3.4 Clinique Alpa is not responsible for missed appointment reminders where incorrect or outdated contact details have been provided.

4Cancellation and refunds before attendance

4.1 If you need to cancel your appointment, you must do so at least 24 hours before the scheduled appointment time.

4.2 Cancellations made with more than 24 hours’ notice will receive a full refund of the consultation fee, unless Clinique Alpa has already incurred specific costs on your behalf.

4.3 Cancellations made with less than 24 hours’ notice are not eligible for a refund.

4.4 If you do not attend your appointment, you will not receive a refund.

4.5 If you are unavailable for a booked home visit, the full home visit fee remains payable.

4.6 If you cancel after Clinique Alpa has ordered medication, consumables, laboratory tests, equipment or third-party services specifically for you, the cost of those items or services is non-refundable.

5Rescheduling

5.1 If you need to reschedule your appointment, you must contact Clinique Alpa at least 24 hours in advance.

5.2 Rescheduling with more than 24 hours’ notice can be offered without further charge, subject to availability.

5.3 Rescheduling with less than 24 hours’ notice will be treated as a late cancellation and the full appointment fee will apply.

5.4 Clinique Alpa is not obliged to reschedule repeated short-notice cancellations.

6Late arrivals

6.1 If you arrive late for your appointment, your consultation or treatment time will be reduced accordingly.

6.2 The full consultation or treatment fee will still apply.

6.3 If you arrive so late that the clinician cannot safely or properly complete the appointment, Clinique Alpa can treat this as a missed appointment and no refund will be due.

7Online, telephone and distance bookings

7.1 Where an appointment or service is booked online, by telephone, by email, by WhatsApp or otherwise at a distance, you may have a statutory right to cancel within 14 days, subject to legal exceptions.

7.2 By booking an appointment to take place within 14 days, you expressly request Clinique Alpa to begin providing the service during that cancellation period.

7.3 If you cancel after Clinique Alpa has started providing the service, you agree to pay for the work already carried out and any costs already incurred.

7.4 If the consultation, treatment, procedure, investigation, aesthetic treatment, report, prescription, home visit or other service has been fully delivered at your request, the fee is non-refundable except where Clinique Alpa is legally required to provide a remedy.

7.5 This clause does not affect your statutory rights where the service has not been carried out with reasonable care and skill.

8No refund once a clinical service has been delivered

8.1 Once a consultation, treatment, aesthetic treatment, minor procedure, investigation, blood test, diagnostic test, home visit, prescription, medical report, medical letter, dressing, injection or other clinical service has been provided, the fee is non-refundable, except where Clinique Alpa is legally required to provide a remedy.

8.2 You understand that you are paying for professional clinical time, assessment, examination where appropriate, clinical judgement, treatment planning, treatment delivery, documentation, equipment use, consumables, administration, premises, regulatory compliance and clinical governance.

8.3 You are not paying for a guaranteed diagnosis, guaranteed cure, guaranteed prescription, guaranteed referral, guaranteed cosmetic result, guaranteed aesthetic outcome, guaranteed symptom improvement or guaranteed test result.

8.4 Dissatisfaction with the outcome, a change of mind after treatment, disagreement with the clinician’s advice, or failure to achieve the result you hoped for does not entitle you to a refund where the service has been provided with reasonable care and skill.

9Consultations and medical advice

9.1 Consultation fees are charged for the clinician’s time, assessment, advice, examination where appropriate, clinical reasoning, documentation and management plan.

9.2 A consultation fee is not refundable because:

1. you disagree with the clinician’s advice;
2. you are not prescribed the medication you expected;
3. you are referred elsewhere;
4. you are advised to attend hospital;
5. you are told that treatment is not clinically appropriate;
6. you do not receive a specific diagnosis at that appointment;
7. you require further investigation, follow-up or specialist review;
8. you choose not to follow the advice given;
9. you decide not to proceed with treatment after receiving clinical advice.

9.3 Clinique Alpa clinicians will exercise their own professional judgement and will not provide treatment, medication, certificates, reports or referrals that they consider clinically inappropriate, unsafe, misleading or outside professional standards.

10Minor procedures and medical treatments

10.1 Minor procedures, injections, dressings, wound care and clinical treatments carry recognised risks and complications.

10.2 These risks may include, but are not limited to:

pain, bruising, bleeding, swelling, infection, scarring, delayed healing, allergic reaction, dizziness, fainting, treatment failure, incomplete response, recurrence of the original condition, poor cosmetic outcome, need for further treatment, need for referral, need for hospital assessment, unexpected deterioration or other recognised complications.

10.3 You understand that the occurrence of a recognised complication does not automatically mean that the treatment was negligent or performed below standard.

10.4 Where a consultation, treatment or procedure has been delivered with reasonable care and skill, no refund will be provided merely because a recognised complication occurred.

10.5 The fact that further treatment, review, dressing, prescription, referral or hospital assessment becomes necessary does not make the original fee refundable.

11Aesthetic treatments

11.1 Aesthetic treatments at Clinique Alpa may include, but are not limited to, injectable treatments, dermal fillers, skin treatments, skin boosters, regenerative treatments, facial contouring treatments, anti-ageing treatments, scar-related treatments and other non-surgical cosmetic or aesthetic procedures.

11.2 Aesthetic treatment fees are charged for clinical assessment, professional judgement, treatment planning, consent, product selection, product preparation, treatment delivery, consumables, clinician time, documentation, aftercare advice and clinical governance.

11.3 Once an aesthetic consultation, aesthetic treatment, product preparation, injection, procedure or related clinical service has started or been delivered, the fee is non-refundable, except where Clinique Alpa is legally required to provide a remedy.

11.4 Aesthetic outcomes are not guaranteed. Results vary between patients and depend on anatomy, age, skin quality, underlying medical conditions, medication, lifestyle, immune response, wound healing, smoking status, previous treatments, facial structure, aftercare compliance and individual biological variation.

11.5 Aesthetic treatments carry recognised risks and complications. These may include, but are not limited to:

pain, bruising, swelling, redness, tenderness, bleeding, infection, lumpiness, asymmetry, uneven result, under-correction, over-correction, dissatisfaction with appearance, delayed swelling, allergic reaction, inflammatory reaction, scarring, pigmentation change, skin injury, vascular compromise, tissue damage, need for dissolving treatment where clinically appropriate, need for further treatment, need for urgent review, need for referral or need for hospital assessment.

11.6 The occurrence of swelling, bruising, asymmetry, lumpiness, dissatisfaction, treatment failure, incomplete response, need for top-up, need for review, need for correction or a recognised complication does not automatically entitle you to a refund.

11.7 Where an aesthetic treatment has been provided with reasonable care and skill, no refund will be provided because the result is not the result you hoped for.

11.8 Further aesthetic treatment, top-up treatment, correction, review, dissolving treatment, prescription, referral or follow-up treatment will incur additional charges unless Clinique Alpa decides otherwise or unless a legal remedy is required.

11.9 Clinique Alpa reserves the right to decline or postpone aesthetic treatment where the clinician considers treatment unsuitable, unsafe, unrealistic, clinically inappropriate or not in the patient’s best interests.

11.10 Prescription-only medicines and aesthetic treatments requiring prescription will only be provided where clinically appropriate following assessment by a suitably qualified prescriber. GMC guidance requires doctors who offer cosmetic interventions to follow relevant professional guidance, and advertising of prescription-only medicines to the public is restricted under UK advertising rules.

12No guarantee of outcome

12.1 Clinique Alpa does not guarantee any specific medical, aesthetic, cosmetic, functional, diagnostic or symptomatic outcome.

12.2 Clinical and aesthetic outcomes vary between patients.

12.3 Any examples, explanations, before-and-after images, expected benefits, likely outcomes or treatment plans discussed before treatment are for general information only and are not a guarantee.

12.4 A treatment can be clinically appropriate and properly performed even if the result is incomplete, temporary, limited, delayed or not the result the patient hoped for.

13Investigations, blood tests and diagnostic tests

13.1 Fees for blood tests, investigations, diagnostic tests and laboratory services are non-refundable once:

1. the sample has been taken;
2. the test has been ordered;
3. the test has been performed;
4. the sample has been sent to the laboratory;
5. Clinique Alpa has incurred the relevant cost; or
6. the clinical or administrative work has started.

13.2 A normal result, abnormal result, inconclusive result, delayed result, rejected sample, haemolysed sample, insufficient sample or result requiring repeat testing does not entitle you to a refund.

13.3 Repeat testing, further investigations, referrals, follow-up appointments or additional interpretation will incur additional charges.

13.4 Laboratory turnaround times are estimates only and are not guaranteed.

13.5 Clinique Alpa is not responsible for delays, sample rejection, laboratory processing issues or third-party laboratory matters outside its reasonable control, except where Clinique Alpa is legally responsible.

14Medication, prescriptions, oxygen, dressings and consumables

14.1 Where medication, prescriptions, oxygen, dressings, injections, devices, consumables or other treatment items are supplied, prepared, opened, dispensed, delivered, administered or used, the relevant charges are non-refundable except where Clinique Alpa is legally required to provide a remedy.

14.2 Charges may include clinical time, prescribing time, preparation, storage, delivery, administration, consumables and professional responsibility.

14.3 Clinique Alpa can refuse to prescribe, supply or administer medication where it considers this unsafe, inappropriate, not clinically justified or outside professional standards.

14.4 If medication, oxygen, dressings, injections or consumables are ordered specifically for you, the cost is non-refundable once Clinique Alpa has incurred the cost, except where required by law.

15Medical letters, reports and certificates

15.1 Fees for medical letters, reports, certificates, forms, statements and administrative documents are charged for clinical review, professional opinion, drafting, administration and record review.

15.2 Once work has started on a medical letter, report, certificate, form or administrative document, the fee is non-refundable, except where Clinique Alpa is legally required to provide a remedy.

15.3 Once a letter, report, certificate or form has been completed, issued, emailed, printed, signed or made available for collection, the fee is non-refundable, except where Clinique Alpa is legally required to provide a remedy.

15.4 Clinique Alpa will not amend a medical report, letter or certificate to include information that is inaccurate, misleading, unsupported by the clinical record, or contrary to the clinician’s professional judgement.

15.5 If you disagree with the content of a medical letter, report or certificate, that does not entitle you to a refund where the document has been prepared with reasonable care and skill and reflects the clinician’s professional opinion.

16Home visits

16.1 Home visit fees are charged for clinician travel time, travel costs, clinical time, assessment, treatment where appropriate, documentation, professional responsibility and administrative support.

16.2 Home visit fees are non-refundable once the clinician has attended, travelled to the address, or made reasonable efforts to attend at the agreed time, except where Clinique Alpa is legally required to provide a remedy.

16.3 If the patient is not available, refuses entry, provides an incorrect address, fails to answer the door or cancels at short notice, the full home visit fee remains payable.

16.4 Any medication, oxygen, dressings, equipment, consumables, investigations, reports or additional treatment provided during or after a home visit will incur separate charges.

17Follow-up and complications

17.1 If you develop a complication, side effect, deterioration or concern following treatment, you must contact Clinique Alpa promptly and follow the clinical advice provided.

17.2 If symptoms are severe, urgent or life-threatening, you must seek urgent medical attention via 999, NHS 111, A&E or the appropriate emergency service.

17.3 Clinique Alpa can offer review, advice, dressing, prescription, referral or further management where clinically appropriate.

17.4 Additional fees apply for follow-up consultations, dressings, medication, investigations, referrals, further treatment, correction treatment, aesthetic review or additional procedures, unless Clinique Alpa decides otherwise or unless a legal remedy is required.

17.5 The offer of follow-up care does not mean that the original fee becomes refundable.

17.6 Failure to attend recommended follow-up or delay in seeking advice can increase the risk of complications and may affect the outcome.

18Patient responsibility

18.1 You are responsible for providing accurate and complete information about your medical history, medication, allergies, pregnancy status, previous reactions, previous treatments, relevant investigations, previous procedures and any other information requested.

18.2 You must tell Clinique Alpa about any change in your health before treatment.

18.3 You must follow all aftercare instructions and clinical advice.

18.4 You must attend recommended follow-up where advised.

18.5 You must seek urgent medical help where advised or where symptoms deteriorate.

18.6 Clinique Alpa is not responsible for adverse outcomes caused or contributed to by incomplete information, inaccurate information, failure to follow advice, delay in seeking help, or treatment received elsewhere, except where Clinique Alpa is legally responsible.

19Independent practitioners, physiotherapists and third-party clinicians

19.1 Some services at Clinique Alpa can be provided by independent practitioners, including physiotherapists, therapists, consultants or other clinicians.

19.2 Where a physiotherapist or other practitioner is self-employed or operating as an independent practitioner, they are responsible for their own clinical assessment, advice, treatment, documentation, professional conduct, professional registration, indemnity and clinical decision-making.

19.3 Clinique Alpa can provide premises, administrative support, booking facilities, reception support or referral arrangements. This does not automatically make Clinique Alpa responsible for the independent practitioner’s clinical treatment.

19.4 Each independent practitioner is expected to maintain appropriate professional registration, qualifications, insurance and indemnity for the services they provide.

19.5 Any complaint or claim relating to clinical treatment provided by an independent practitioner should usually be directed to that practitioner in the first instance.

19.6 Clinique Alpa does not accept responsibility for the independent practitioner’s clinical treatment except where Clinique Alpa is legally responsible or where liability cannot lawfully be excluded.

19.7 Clinique Alpa remains responsible for its own acts, omissions, premises safety, administrative errors, staff conduct and legal obligations.

19.8 Nothing in this clause excludes any legal responsibility that Clinique Alpa has where the law imposes such responsibility.

20Clinique Alpa staff and directly engaged clinicians

20.1 Clinicians providing services at Clinique Alpa are independently registered healthcare professionals and remain personally and professionally responsible for their own clinical assessment, advice, diagnosis, consent, prescribing, treatment, documentation, aftercare advice, conduct, professional registration, competence and indemnity.

20.2 Where a clinician is employed by, contracted by, or directly engaged by Clinique Alpa to provide services on behalf of the clinic, Clinique Alpa is responsible only to the extent that the law makes Clinique Alpa responsible.

20.3 Nothing in these Terms makes Clinique Alpa responsible for clinical decisions, professional judgement, acts or omissions of an independently practising clinician where that clinician is acting in their own professional capacity and where Clinique Alpa is not legally responsible.

20.4 Clinique Alpa remains responsible for its own acts and omissions, including premises safety, administrative processes, booking systems, payment processing, record handling, staff conduct, regulatory obligations, and any clinical service for which Clinique Alpa is legally responsible.

20.5 Nothing in these Terms excludes or restricts liability for death or personal injury caused by negligence, or any other liability that cannot lawfully be excluded..

21Refusal or withdrawal of treatment

21.1 Clinique Alpa can refuse, postpone or stop treatment where the clinician considers that treatment is unsafe, inappropriate, not clinically justified, outside professional standards, outside the clinician’s competence, or not in the patient’s best interests.

21.2 Clinique Alpa can refuse non-urgent treatment where a patient behaves abusively, aggressively, dishonestly, inappropriately or in a way that compromises staff safety, clinical safety or professional standards.

21.3 If treatment is refused before any clinical service has been provided and no cost has been incurred, a refund can be given.

21.4 If clinical assessment, consultation, preparation, ordering, documentation or other work has already started, the relevant fee or incurred cost is non-refundable except where Clinique Alpa is legally required to provide a remedy.

22Clinical photographs and records

22.1 Clinical photographs may be taken where clinically appropriate, including for aesthetic treatments, wound care, minor procedures, skin lesions, documentation, monitoring, comparison, governance, audit or referral.

22.2 Clinical photographs form part of the medical record.

22.3 Clinical photographs will not be used for marketing without separate explicit consent.

22.4 Refusal to allow clinical photographs may limit the ability to provide certain treatments safely, particularly aesthetic treatments, wound care or minor procedures.

23Data protection

23.1 Clinique Alpa processes personal data, medical information and payment-related information in accordance with UK data protection law.

23.2 Payment information is processed securely.

23.3 Clinique Alpa does not store full credit or debit card details.

23.4 Clinical records will be kept in accordance with applicable legal, regulatory and professional requirements.

23.5 Your information may be shared with laboratories, specialists, hospitals, pharmacies, insurers, regulators or other healthcare providers where clinically appropriate, legally required, or necessary for your care.

24Complaints

24.1 Any complaint should be raised in writing as soon as reasonably possible.

24.2 The complaint should include your name, date of birth, date of appointment, clinician seen, treatment received, the nature of the concern and the remedy sought.

24.3 Clinique Alpa will review complaints fairly and in accordance with its complaints procedure.

24.4 Raising a complaint does not automatically suspend payment obligations and does not automatically entitle you to a refund.

24.5 Where a complaint relates to an independent practitioner, Clinique Alpa can direct the complaint to that practitioner where appropriate.

25Changes to these Terms

25.1 Clinique Alpa can update these Terms and Conditions from time to time.

25.2 Any changes will be effective once published on our website or otherwise made available to patients.

25.3 The Terms applicable to your appointment will usually be the Terms in force at the time of booking, unless otherwise required by law.

26Statutory rights and legal liability

26.1 Nothing in these Terms excludes or restricts your statutory rights.

26.2 Nothing in these Terms excludes or restricts liability for death or personal injury caused by negligence.

26.3 Nothing in these Terms excludes or restricts liability where it would be unlawful to do so.

26.4 Where Clinique Alpa is legally required to provide a remedy, Clinique Alpa will comply with its legal obligations.

26.5 Where a service has been provided with reasonable care and skill, and the issue complained of is a recognised risk, complication, limitation, uncertainty, biological variation, aesthetic dissatisfaction or expected uncertainty of clinical care, Clinique Alpa will not provide a refund merely because the outcome was not as expected.