Our policies

Who we are

This website and clinic are operated by GM Investments Group Ltd, trading as The Face Workshop, company number 15026293, registered in England and Wales. Registered office: 71-75 Shelton Street, London WC2H 9JQ. VAT number GB504268409. ICO registration ZB728520.

Contact: hello@thefaceworkshop.co.uk, 020 4572 5676. Clinic: 8 Ely Court, Royal Victoria Place, Royal Tunbridge Wells, Kent, TN1 2SP.

Booking

Appointments can be booked through the online booking system on our booking page, or by telephone on 020 4572 5676.

Every booking needs a payment card on file. The card is only charged in the cases set out in these terms: if you do not attend, if you reschedule or cancel with less than 72 hours' notice, if treatment cannot go ahead on the day because of a contraindication you were told about, or if you arrive more than 10 minutes late. We hold a card because many treatments need equipment or consumables bought in advance, and some need a prescription arranged before the appointment.

If you would like several treatments and cannot find a time for them in the booking system, speak to us directly. We can only carry out the treatment booked, in the time allocated to it.

Deposits

A deposit is taken when you book. The standard deposit is £50, but in some instances we may require a further deposit. Deposits are non-refundable.

Consultations

• All new patients have a consultation before any treatment.
• Consultations are paid in full when you book.
• The skin consultations (The Skin Blue-print and Glow, The Wedding Blue-print and Glow, and The FaceTime Skin Blue-print) cannot be redeemed against treatment. What each one includes instead is listed on our skin consultation page.
• The £50 anti-wrinkle and dermal filler consultations can be redeemed against treatments, provided they are scheduled within 6 months of the consultation date.
• If you do not go ahead with treatment, the consultation fee is non-refundable.
• Skin consultations and anti-wrinkle consultations are separate appointments with separate plans, and one appointment is not long enough for both. If you would like both, please book both. If you are not sure which to book, ask us.

Rescheduling and cancellation

• An appointment can be rescheduled once. Any further change needs a new deposit.
• Rescheduling or cancelling with less than 72 hours' notice is charged at 50% of the full treatment price, in addition to the deposit. The same charge applies if treatment cannot go ahead on the day because of a contraindication set out in these terms or in your medical questionnaire or consent forms, so please read both carefully. This charge will also apply if there are changes that you have not informed the clinic of. Please inform the clinic as soon as possible of changes to your medical questionnaire ahead of your appointment.
• Cancelling with less than 24 hours' notice is charged at 100% of the treatment price.
• If you do not attend, 100% of the treatment price is charged, as for a cancellation with less than 24 hours' notice.

We understand that sometimes life gets in the way and plans can change for all sorts of reasons. You do not need to share the details with us, but please understand that our cancellation policy still applies. The charge helps cover the time reserved for your appointment and the costs of running the clinic; it is never personal.

Lateness

Please arrive on time, so the full treatment time is available to you. If you are more than 10 minutes late, we may cancel the appointment, and 100% of the booked treatment price is taken from the card on file. That includes any part of a booking we cannot go ahead with, for example an LED add-on to a facial.

Before your appointment

• Complete your consent forms and questionnaires before the appointment. They let us carry out the checks we need beforehand, and give you the chance to ask about your treatment.
• List any planned dental or medical procedures, holidays and previous treatments on your questionnaire, with what you had and when. If you are not sure what to include, ask us.
• Tell us straight away if you are pregnant, breastfeeding or having IVF, if you have recent or planned dental work, or if you have a history of psoriasis, keloid scarring or cold sores.
• Treatment cannot go ahead if you are taking antibiotics, or are about to start a course.
• A patch test is required wherever the clinician advises one. Treatment cannot go ahead without it.
• Please arrive without make-up. If it has to be removed on the day, there is a £5 charge. This applies to review appointments also.
• After an injectable treatment you need to stay local to the clinic, and away from strong sun and other intense UV, for at least two weeks. Please plan the appointment around any travel abroad.

Age

All patients must be 18 or over. Photo identification may be requested.

Children and companions

For safety reasons, please do not bring children, babies or pets to your appointment.

Only the person having treatment can be in the treatment room. Anyone who comes with you is welcome to wait in the waiting area.

Photographs and records

We take photographs before and after treatment for your clinical record. They stay private unless you give consent for them to be used in our marketing.

Clinical records are kept for 10 years, as set out in our privacy notice.

Prescription-only medicines

Any treatment involving a prescription-only medicine requires consultation with a prescriber first (and for botulinum toxin this must be undertaken face-to-face). Suitability is decided at that consultation, and the prescriber's decision is final.

Packages and courses

Packages are paid in advance and must be used within one year of the date of purchase. A package is booked as a series of appointments. Unused sessions in a package or course cannot be rolled over beyond the one-year expiry, and we do not offer partial refunds if you choose not to complete the course.

Reviews and aftercare

• One botulinum toxin and dermal filler review appointment is included; however, review and adjustment of skincare plans after 90 days should be booked as a new consultation.
• Skincare plans, products, treatments and ongoing support are provided only for products and services bought in clinic.
• Anti-wrinkle reviews must be scheduled at the time of treatment.

Refunds

Deposits and consultation fees are non-refundable.

There are no refunds for completed treatments regardless of the outcome, which may differ from patient to patient.

Skincare products purchased in store cannot be returned due to hygiene reasons. Products purchased through our online store are covered by its separate returns policy.

None of this affects your statutory rights.

Prices and payment

All prices are in pounds sterling and include VAT.

We accept all major credit and debit cards, cash and bank transfer. We do not accept cheques.

Declining treatment

We may decline to provide a treatment where, in the clinician's judgement, it is not appropriate for you. Where that happens we will explain why, and discuss what would be appropriate instead. The practitioner's decision is final.