Terms and Conditions of Use

Set out below are the terms on which Greenlark Ltd t/a Cloud Nine Clinic provides service to its clients. Please ensure that you have read and fully understood them prior to booking any Cloud Nine Clinic treatment.

  1. Appointments and cancellations
    It is you, the clients, sole responsibility to attend your arranged appointment. We will notify you of the time and date of your appointment at the time of booking and by text the day before your appointment when and where possible. All medical professionals at Cloud Nine Clinic are trained and approved in accordance with the company's treatment protocols and therefore, in the interests of clinical audit, Cloud Nine Clinic does not guarantee continued treatment with a named medical professional. If you are unable to attend your appointment, we require 24 hours' notice in order to re-allocate your appointment to another client. If you cancel within 24 hours of your appointment time or do not attend your appointment you may reschedule for another time. To do this we will a £30 deposit at the time of booking to secure appointment. If you fail to attend the rescheduled appointment the deposit is non-refundable. If you give us 24 hours notice that you can not attend the rescheduled appointment the deposit will be carried over to your next appointment. To book a consultation or treatment a £30 deposit is required. The £30 deposit is refundable if no treatment is taken or, if a treatment is taken, is deducted from treatment cost. Please arrive for your appointment at least 10 minutes in advance so that any necessary paperwork can be completed. Late arrival may result in reduced treatment time or forfeiting of the appointment- full payment of designated treatment must still be paid. Cloud Nine Clinic will endeavour to ensure that your appointment runs to time; however, for reasons beyond our control, we may need to cancel or postpone your appointment at short notice. In this unlikely event, we will make every effort to contact you in advance. We do not offer compensation if we cancel your appointment. Prior to your appointment we will inform you of any preparation required in advance of your treatment. Failure to comply may result in cancellation of your appointment, reduced treatment time, or additional fees being charged. Botox consultations and check ups are free. Check ups are available up to three weeks after treatment. No check ups are available after this three week period. If a client requires botox treatment over our recommended dosages an extra £30 fee will be incurred.

  2. Courses of Treatments
    All treatments purchased as a course (2 or more appointments for the same treatment placed at one time) must be paid for in full, in advance of the first treatment. All treatments must be taken within 12 months of the date of purchase; any treatments left untaken after 12 months will be forfeited. If you have paid for a course of treatments and are subsequently unable to complete the course, we will offer you a refund, calculated by deducting the full list price of all treatments already taken, plus any forfeited for non-attendance, from the total price of the course of treatments, and return the difference to you. If you fail to attend or cancel within 24 hours, an appointment which is part of a course, that treatment will be forfeited.

  3. Treatment suitability
    We will always assess whether treatment is suitable for you, or likely to be successful, prior to any treatment being carried out. If not, we will inform you as to the reasons why. You will only be liable for the cost of the initial consultation, where applicable.

  4. Liability
    Cloud Nine Clinic will not be liable in contract, tort or otherwise for any economic loss (including, without limitation, loss of profit), or for any other special, indirect or consequential loss or damage arising out of, or in connection with, its provision of any goods and/or services to the client. It is the client's responsibility to ensure that he or she provide Cloud Nine Clinic with all relevant medical details prior to each treatment. Cloud Nine Clinic will not be liable for any damage that occurs as a result of the client's failure to disclose such details. The client agrees to comply with all instructions and/or recommendations given to them by, or on behalf of, Cloud Nine Clinic regarding the care of a treated area.

  5. Your right to complain
    Cloud Nine Clinic endeavours to treat all its clients appropriately, compassionately and fairly. If, however, you have an issue with any matter in relation to your treatment at Cloud Nine Clinic, you are entitled to lodge a complaint, either verbally, by telephone or in writing. If you require assistance with making your complaint, Cloud Nine Clinic will be pleased to help. The member of staff who initially receives the complaint will convey the details to the Clinic Manager or their designated deputy, and you will receive a letter within two days of lodging the complaint that an investigation into the matter is under way. During the course of the investigation, Cloud Nine Clinic may require you to attend an additional consultation with the medical professional involved in your treatment, if this is deemed appropriate. If you are not satisfied with this initial attempt at resolution, or have any objection to being seen by this medical professional, the clinic's Medical Director will review your case through to resolution.