Clinic Policies
Deposits & Appointment Confirmation
To secure your appointment, we require valid card details at the time of booking.
No payment is taken when your appointment is booked unless otherwise stated. Card details are held securely through our booking platform and may be used in accordance with our cancellation and no-show policy.
Cancellation Policy
We kindly request a minimum of 48 hours' notice if you need to cancel or rearrange your appointment.
Appointments cancelled with less than 48 hours' notice will incur a £25 late cancellation fee.
Late cancellations make it difficult for us to offer appointments to other patients and result in lost clinic time.
No Show Policy
A no-show is defined as failing to attend an appointment without prior notice.
No-show appointments will incur a £50 charge.
Repeated no-shows or repeated late cancellations may result in future bookings being declined.
Late Arrivals
We understand that delays occasionally occur.
If you arrive late, we may need to shorten your appointment to avoid delays for other patients.
Patients arriving more than 15 minutes late may need to be rescheduled and may incur the applicable cancellation fee.
Rescheduling Appointments
Appointments can be rearranged through Glowday up to 48 hours before the appointment time.
Requests to reschedule within 48 hours are considered at our discretion and may incur a late cancellation fee.
Illness
If you are unwell, have symptoms of a contagious illness or have recently tested positive for a significant infectious condition, please contact the clinic before attending your appointment.
Treatment Suitability
Patient safety is our highest priority.
Dr Caroline Warden reserves the right to decline treatment if:
• Treatment is not clinically appropriate
• Treatment is not in the patient's best interests
• Expectations are unrealistic
• There are medical contraindications
• Psychological suitability concerns exist
A consultation fee may still apply where treatment is declined following assessment.
Results Disclaimer
Aesthetic medicine is highly individual.
Results vary between patients and no specific outcome can be guaranteed.
Treatment recommendations are based upon clinical assessment, experience and current evidence, but individual responses differ.
Payment Policy
Full payment is required at the time of treatment unless otherwise agreed.
We accept major debit cards and credit cards.
All treatment prices include consultation, assessment, treatment and appropriate aftercare support.
Anti-wrinkle treatment reviews performed within the recommended review period are included where clinically appropriate.
Refund Policy
Aesthetic treatments are elective medical procedures.
Due to the nature of these treatments, consultations, treatments, prescription products and skincare purchases are non-refundable.
No refund will be provided where treatment outcomes do not meet personal expectations, provided treatment has been delivered appropriately and safely.
This does not affect your statutory rights.
Prescription Skincare
Prescription skincare products are prescribed specifically for the individual patient following assessment.
Prescription products must not be shared, transferred or resold.
We cannot accept responsibility for adverse reactions resulting from use by anyone other than the intended patient.
Children
For safety reasons, children are not permitted in treatment rooms.
Children attending the clinic must either be supervised by another responsible adult or be old enough to remain safely and quietly in the waiting area independently.
Companions
To maintain patient confidentiality and a calm clinical environment, we generally ask that only the patient attends the treatment room.
Exceptions may be made at the clinician's discretion.
Pets
Only registered assistance dogs are permitted within the clinic.
Photography
Clinical photographs may be taken as part of your medical record.
Before and after photographs will only be used for marketing, educational or promotional purposes where separate written consent has been provided.
Respectful Behaviour Policy
We are committed to providing a safe and welcoming environment for patients and staff.
Abusive, aggressive, threatening, discriminatory or harassing behaviour will not be tolerated.
Patients displaying such behaviour may be asked to leave and future appointments may be declined.
Feedback & Complaints
We welcome feedback and continually strive to improve our service.
If you have concerns about any aspect of your care, please contact us in writing at:
We aim to acknowledge complaints within two working days and investigate concerns fairly, confidentially and promptly.
Where appropriate, complaints may be referred to our professional indemnity provider or relevant regulatory body.