Terms and Conditions

01.About us and these terms

These terms are a contract between you and The Enchara Aesthetic Clinic Ltd (also referred to as The Enchara, the clinic, we, us and our), a company registered in England and Wales, trading from 16 Windsor Place, Cardiff CF10 3BY.

In these terms, you and your mean the person booking, purchasing, or receiving our services. Services means our consultations, treatments, prep sessions, memberships, products, gift vouchers, and our website and online accounts. If any single part of these terms is found to be unenforceable, the rest of the terms continue to apply.

02.Eligibility

We provide aesthetic and skin treatments to adults only. We do not treat, and our online booking will not knowingly accept, anyone under the age of 18, regardless of parental or guardian consent. You must give an accurate date of birth when booking, and we may ask for photographic identification (such as a passport or driving licence) before a treatment. We may decline or stop any service where we reasonably believe it is not appropriate, not safe, or not in your interest.

03.Consultations, suitability and results

04.Bookings and appointments

You can request a consultation through our website. Treatments and prep sessions are arranged with our team. A booking is only confirmed once we have accepted it and, where a deposit or payment applies, once that payment has been received. We will always try to keep to your appointment time, but if we need to change or cancel an appointment for clinical, staffing, or operational reasons, we will offer you the earliest suitable alternative or a full refund of anything you have paid for that appointment.

05.Booking deposits

Some appointments require a small refundable deposit to secure your slot. Where a deposit applies:

• The deposit amount is shown before you pay, and is taken securely by card through our payment provider, Stripe.
• If you attend your appointment, the deposit is refunded to you, or applied as we describe at the time of booking.
• If you do not attend and did not give the required notice (a no show), the deposit is not refunded.
• If you cancel with the required notice, your slot is released and any deposit held is refunded.

Refunds are returned to the original card. Card refunds usually reach your account within 3 to 10 working days, depending on your bank.

06.Cancellations, changes, late arrivals and no shows

• Notice: please give us at least 48 hours notice if you need to cancel or move an appointment, so that we can offer the time to someone else.
• Short notice and no shows: cancellations inside 48 hours, and appointments you do not attend, may result in the loss of any deposit held for that appointment.
• Late arrival: if you arrive more than 15 minutes late we may need to shorten your treatment so that we do not run into other clients, or rebook you. Where this happens because of late arrival, any deposit may be retained.
• Why a deposit may be kept: a late cancellation or a missed appointment leaves us with time we usually cannot offer to anyone else. The deposit is a modest contribution to that loss and is not a penalty. If something serious and unexpected stops you attending, such as illness or an emergency, please tell us as soon as you can and we will act reasonably, which may include moving your deposit to a new appointment.
• Respect: we want a calm and safe clinic for everyone. We may decline service, end an appointment, or refuse future bookings where behaviour towards our team or other clients is abusive, threatening, or unsafe.

07.Prices and payment

• All prices are in pounds sterling (GBP) and, where applicable, include VAT. Prices are shown on our website or given to you before you book, and we may update them from time to time. The price that applies to you is the price confirmed at the time of your booking or purchase.
• Card payments (deposits, prep sessions, memberships, and pay by link requests) are processed securely by Stripe. We do not store your full card details on our own systems.
• Payment may be taken at the time of booking, in clinic, or through a secure link we email to you, as described for each service.
• Consultations are provided free of charge. Treatments and prep sessions carry the price shown for that service.

08.Prep sessions

A prep session prepares your skin so that your membership treatments deliver their full result. Prep sessions are only sold together with a YourCharm membership (see section 09); they are not available on their own.

• Depending on your skin and history, our team will advise one prep session (from £75) or two prep sessions (from £150 in total, currently £75 each).
• Where two prep sessions are booked, they are scheduled at least one week apart, so that your skin has time to respond between them.
• The prep fee is taken at the time of booking, by card in clinic or through a secure link. Your membership then begins as set out in section 09.
• If you need to move a prep session, please give us at least 48 hours notice and we will rebook it at no charge. With less notice, or if you do not attend, the session may be treated as used, because it is time we set aside for you and usually cannot refill.
• Once a prep session has been provided, its fee is not refundable, except where you have a right to a refund under UK consumer law. Your right to change your mind after buying online is explained in section 14.

09.YourCharm membership

YourCharm is our monthly membership. It is an ongoing, rolling contract that continues each month until it is ended in line with these terms. By joining, you authorise us and our payment provider, Stripe, to charge your saved card the monthly amount for your plan on a recurring basis until the membership ends.

Joining and when you are charged

• Membership is only available once your prep session or sessions are booked and paid (see section 08).
• Your membership begins on the first day of the month you choose. Your first monthly payment is taken on that date, and each further payment is taken on the 1st of every following month.
• Your card is saved securely with Stripe when you pay, and is used for each monthly payment automatically.

Your monthly treatment and benefits

• Each month your plan includes one treatment session of the length shown for your plan (a 35 minute session on Advance, or a 65 minute session on Expert and Ultimate), plus the benefits listed for that plan, such as a discount on skincare and invitations to member offers. The plans differ by the treatments, technologies, and areas included, not only by the session length.
• Your monthly treatment becomes available when each monthly payment succeeds, and is for use during that membership month. It does not have a cash value, cannot be exchanged for cash, and, unless we tell you otherwise in writing, does not roll over into the next month. If you could not use your monthly treatment because we were unable to offer you a suitable appointment in that month, we will carry it over to the following month.
• Your treatment and benefits are personal to you and are not transferable, unless a specific benefit says otherwise.

Fees, minimum term, changes and cancellation

• There is no joining fee and no cancellation fee. You pay only your monthly membership amount.
• YourCharm has a minimum term of 3 months from the date your membership starts. During the minimum term the monthly payments continue.
• How to cancel or change your plan: email us at info@theenchara.co.uk, call us, or tell us in clinic. We will confirm your request in writing, including the date on which your membership and your payments end. Membership changes cannot currently be made from your online account.
• To cancel, we need at least 4 weeks notice. You can give notice at any time, including during the minimum term. Your membership ends at the end of the minimum term or at the end of the notice period, whichever is later. Monthly payments that fall due before that date remain payable, and you can keep using your monthly treatment and benefits until then.
• Changing your mind after joining: if you joined online, by payment link or by phone, you also have a 14 day right to cancel, which applies even during the minimum term. See section 14.
• Ending early in exceptional circumstances: if something serious changes, for example a medical condition or pregnancy that means treatments are no longer suitable for you, a long term illness or injury, or a permanent move away from the area, please tell us. With reasonable evidence we will end your membership early, including during the minimum term, and no further monthly payments will be taken after it ends.
• When we may end your membership: we may end a membership by giving you at least 4 weeks notice, or immediately where there is a serious breach of these terms, such as abusive behaviour or repeated non payment. If we end it for a reason that is not your fault, we will refund any payment that relates to a period after the end date.
• You can move up or down between plans by contacting us. A change takes effect as we confirm, and your monthly payment adjusts accordingly.

Missed or failed payments

• If a monthly payment fails, Stripe may automatically retry it. While a payment is outstanding your membership may be marked past due and its treatment and benefits may be paused.
• You remain responsible for payments due during your membership, including any that fall within the minimum term.

Price changes

We may change membership prices or benefits for valid reasons, such as changes in our costs or in the treatments and technologies we offer. We will give you at least 30 days notice by email before any price increase or any material reduction in your benefits takes effect. If you do not wish to continue, you may end your membership before the change takes effect, without any charge or penalty, even during the minimum term.

10.Free guest pass

Members on YourCharm Expert (£98) and YourCharm Ultimate (£150) receive a complimentary guest pass each month, which the member may gift to a friend or family member. The Advance plan does not include a guest pass.

• The pass gives one complimentary guest pass each calendar month, and the member may gift it to a guest of their choice.
• Each guest pass entitles one named guest to a single complimentary session in clinic. The specific treatment is agreed with the guest at the appointment and is subject to suitability. The guest must complete our usual consultation, medical and consent process, exactly as any other client.
• There is one guest pass per member per calendar month. A guest pass does not roll over; if it is not used within the month it expires and a new pass becomes available on the 1st. Guest passes have no cash value and cannot be exchanged for cash, products or account credit.
• Guest passes must be booked in advance and are subject to availability and to our cancellation, late arrival and no show terms (section 06). A guest who does not attend uses up that month’s pass.
• The guest pass is a benefit of an active membership in good standing. It is paused or withdrawn while a membership is past due, paused or cancelled, and cannot be redeemed after the membership ends.
• A guest pass cannot be combined with other offers or promotions unless we say so, and we may decline, reschedule or withdraw a pass where a treatment is unsuitable for the guest or where the benefit is misused. We may vary or withdraw the guest pass benefit on reasonable notice.

11.Products and the boutique

• We sell selected skincare and retail products in clinic, and our online boutique is a separate store at theenchara.shop, which may carry its own terms at checkout.
• For hygiene and safety reasons, we cannot accept returns or exchanges of skincare or other personal care products once they have been opened or once they have left the clinic, unless the item is faulty or you have a right to return it under UK consumer law.
• Where we arrange delivery of a product, we will confirm the details and any delivery timescale with you at the time. If you ordered it at a distance (for example online or by phone), you have 14 days from delivery to change your mind, as explained in section 14. For hygiene reasons this does not apply to sealed skincare that has been unsealed after delivery, unless it is faulty.

12.Gift vouchers

• Gift vouchers and e gift cards are valid for 12 months from the date of purchase, unless we state otherwise on the voucher.
• Vouchers can be redeemed against treatments and, where we say so, products, up to the value of the voucher. If the treatment or product costs more than the voucher, the difference is payable at the time.
• Please quote or present the voucher or code when you book and again when you pay. We may ask for proof of identity. A voucher can be used by the person who holds it; it does not have to be the original purchaser.
• Vouchers cannot be exchanged for cash, and any unused balance after the validity period is not refundable, except where you have a right to a refund under UK consumer law. Where an e gift card is partly used, the remaining balance stays on the card until it expires.
• Please treat a voucher like cash. We are not responsible for vouchers that are lost, stolen, damaged or used without your permission, and we cannot replace them.
• Unless we state otherwise, vouchers cannot be combined with other offers or discounts, are subject to availability and to our booking and cancellation terms (section 06), and cannot be resold.

13.Charm rewards

Where we run a loyalty or rewards scheme, points or rewards you earn have no cash value, cannot be exchanged for cash, and may be varied or withdrawn at our reasonable discretion. Rewards are redeemed in clinic and are subject to any conditions we set out at the time.

14.Refunds and your consumer rights

Nothing in these terms affects your statutory rights under UK consumer law, including your rights where a service is not carried out with reasonable care and skill, or where a product is faulty, not as described, or not fit for purpose. Where those rights apply, you may be entitled to a repeat service, a price reduction, or a refund.

Because our treatments and prep sessions are personal services performed for you, and our products are personal care items, refunds outside your statutory rights are at our discretion. Deposits are handled as set out in section 05, prep fees as set out in section 08, and memberships as set out in section 09.

Your 14 day right to change your mind

• If you buy a membership, prep session, course of treatments, gift voucher or product from us online, through a payment link, by phone or by email, rather than in person in the clinic, you have the right to cancel within 14 days without giving any reason. For services and vouchers the 14 days start the day after your purchase. For delivered products they start the day after you receive them.
• To cancel, tell us clearly within the 14 days, for example by email to info@theenchara.co.uk. You can use these words: I give notice that I cancel my contract for [what you bought], ordered on [date], followed by your name and the date.
• We will refund what you paid within 14 days of you telling us, using the same payment method you used, and without any fee.
• If you ask us to provide a treatment or session during the 14 days, you are asking us to start before the cancellation period has ended. If you then cancel, you pay for what we have already provided, in proportion to the full price. Once a service has been fully provided at your request, the right to cancel that service ends.
• This right to change your mind does not apply to purchases made in person in the clinic. Deposits for appointments booked for a specific date and time are dealt with under sections 05 and 06.

15.Photographs, filming, recording and consent

• With your consent, we may take before and after photographs as part of your clinical record, to plan and track your treatment.
• Your clinical photographs are kept securely and are never shared with you or anyone else unless a member of our team releases them, or unless you have given separate, specific consent for a particular use.
• We will only use images for marketing or teaching where you have given clear, separate consent for that use, which you can withdraw at any time for future use by contacting us.

16.Liability

We take reasonable care and skill in providing our services. Subject to the paragraph below, we are not responsible for loss or damage that is not reasonably foreseeable, for loss that arises because you did not give us accurate or complete medical or personal information, or for matters outside our reasonable control, including website downtime or third party payment failures.

Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be limited or excluded by law. Where our liability is not excluded by law, it is limited to the amount you have paid us for the service in question, to the extent the law allows.

We provide our services for your private and personal use only. We are not responsible for any loss of profit, loss of business, business interruption, or loss of business opportunity.

17.Data protection and privacy

We handle your personal data in line with the UK General Data Protection Regulation, the Data Protection Act 2018, and the Privacy and Electronic Communications Regulations. In short:

• What we hold: your contact details, booking and treatment records, medical questionnaire answers, consent records, photographs where taken, and payment records.
• Why: to provide your care and run your bookings and membership (to perform our contract with you), to meet our legal and clinical duties, and, only where you have opted in, to send you marketing.
• Marketing is separate: service messages such as booking confirmations and receipts are part of providing your care. Marketing emails are only sent where you have ticked the separate marketing opt in, and you can unsubscribe at any time using the link in those emails.
• Who processes data for us: trusted providers who help us operate, including our payment provider (Stripe), our secure database and file storage, our sign in provider, and our email provider. They act on our instructions under appropriate agreements.
• Retention: clinical records are kept securely for the periods expected in aesthetic practice and required by our insurers, generally in the region of 8 to 10 years, after which they are securely deleted, unless the law requires otherwise.
• Your rights: you can ask to access, correct, or delete your data, or object to certain uses, by contacting us. We do not sell your personal data.
• Cookies: our website uses only essential cookies until you accept optional cookies. Analytics and similar cookies load only after you agree.

18.Intellectual property

Our brand, name, logo, website, content, designs, and materials are owned by The Enchara Aesthetic Clinic Ltd or our licensors. You may not copy, reproduce, scrape, or reuse them without our written permission.

19.Complaints

If something is not right, please tell us as soon as possible so that we can put it right. You can complain in clinic, or in writing by email to info@theenchara.co.uk or by post to the address below.

• We will acknowledge your complaint within 5 working days.
• We will look into it fairly and give you our full response within 28 days. If we need longer, for example to review your records or speak to the team member involved, we will tell you why and when you can expect our response.
• If we cannot resolve your complaint between us, you may be able to refer it to a certified alternative dispute resolution provider. At that stage we will give you the details of a provider and tell you whether we agree to use them. Making a complaint does not affect your right to take legal action.

20.Changes to these terms

We may update these terms from time to time, for example to reflect changes to our services, our prices, or the law. The terms that apply to a booking or purchase are the terms published on our website at the time you made it, and a later change does not alter a booking or purchase you have already made.

For an ongoing membership, we will give you at least 30 days notice by email of any change that materially affects you. If you do not accept the change, you may end your membership before it takes effect, without any charge or penalty, even during the minimum term.

21.Governing law

These terms and any dispute arising from them are governed by the laws of England and Wales, and the courts of England and Wales have jurisdiction. If you live in Scotland or Northern Ireland, you may also bring proceedings in the courts of the country where you live. This does not remove any protection available to you under the law of the country where you live.

22.General

• Our agreement with you: these terms, together with the details we confirm to you when you book or buy, make up the agreement between us.
• If we do not enforce a term straight away: if we delay in enforcing any part of these terms, or choose not to on one occasion, we can still enforce it later.
• Other people: this agreement is between you and us. Nobody else has any right to enforce it. A guest using a guest pass, and anyone who comes with you to the clinic, must still follow the rules of the clinic set out in these terms.
• Transferring this agreement: we may transfer our rights and obligations to another organisation, for example if the clinic changes ownership. We will tell you if this happens and we will make sure the transfer does not reduce your rights.
• Events outside our control: we are not in breach of these terms where we are prevented or delayed by something outside our reasonable control, such as a power failure, equipment failure, severe weather, or staff illness. We will tell you as soon as we can, offer you a new appointment, and refund anything you have paid for a service we are unable to provide.
• How we contact you: we will use the email address and phone number you have given us. Please keep them up to date.