Effective 23 September 2026 · Version UA-TBT-2.1. These terms apply to new treatment bookings where provided before confirmation. Earlier bookings retain the terms agreed at the time. Training bookings are covered by our Academy course and training terms.
1. Your appointment
Your booking is confirmed only after the required payment is successful. Check the treatment, practitioner, date, time and contact details before paying. Reminders are a courtesy; not receiving one does not cancel your booking.
Before treatment, your practitioner will review your medical history and suitability, discuss the proposed treatment and its risks, answer your questions and obtain your informed consent.
2. Paying for your appointment
For standard treatments, a 25% deposit is paid at checkout and forms part of the advertised treatment price. The remaining balance is payable at the clinic. Both amounts are shown before payment; deposits are rounded to the nearest penny. Klarna and Clearpay may be available to eligible customers under their own terms. A failed, reversed or incomplete payment does not secure an appointment.
Model appointments are paid in full when booking. The full advertised model price is shown before payment, with no remaining balance for that appointment at the clinic. The cancellation and refund rules below also apply. Paying in full does not increase the cancellation charge: any deduction for a model appointment is subject to section 6 and capped at 25% of its advertised price. With at least 24 hours’ notice, your full payment can be transferred to an available date or refunded if you cancel.
3. Suitability and consent
Payment does not guarantee clinical suitability. Answer questions honestly and tell us about relevant health conditions, pregnancy, breastfeeding, allergies, medication, previous treatment and recent illness. Follow any preparation or patch-test instructions supplied before your visit.
If treatment cannot safely proceed, we will discuss an appropriate alternative, rescheduling or a refund for the service not supplied. Where important information was withheld or preparation instructions were not followed, any deduction must satisfy section 6. You may decline treatment; any cancellation charge remains subject to these terms and your legal rights.
4. Cancelling or moving an appointment
At least 24 hours’ notice is required. Notice is measured back from the appointment start time in UK local time, including weekends and bank holidays. For a Tuesday appointment at 2pm, notify us by Monday at 2pm. Exactly 24 hours counts as sufficient notice.
Email urbanangelaesthetics@gmail.com with your name, treatment, date and time. For an urgent change, also call 07865 763878. Email notice counts when received, even if we reply later; retain your sent message. A clear cancellation does not need our approval. Social-media messages and replies to automated reminders are not reliable cancellation channels.
At least 24 hours before the start: move to an available date and transfer your deposit without a change fee, or cancel and receive a refund of payments for the appointment. Any price difference for a different treatment will be explained before you agree.
Less than 24 hours before the start: cancelling or requesting a move is treated as a late cancellation of the original slot. Your deposit may be retained up to the limit in section 6. It does not automatically transfer; a new deposit may be required for another appointment. A replacement date is secured only when we confirm it.
No-shows: missing your appointment without cancelling is subject to the same late-cancellation rules. Appointments booked less than 24 hours ahead also fall within this notice period, subject to statutory cancellation rights.
Moving a booking after the deadline does not remove a charge arising from the original slot. Reducing a booking or cancelling one of several treatments is assessed only against the affected time and service.
5. Late arrival, illness and emergencies
Arrive ready for your booked start time and telephone if delayed. We cannot extend your slot at the expense of the next client. If there is insufficient time to treat safely, we may shorten the service with your agreement or rearrange it. Any charge for lost time is subject to section 6; you will not automatically be charged for a full treatment that was not supplied.
Tell us promptly if illness, an emergency or a change in health affects attendance. Do not attend if unsafe. We consider exceptional circumstances individually and may waive or reduce a charge or transfer a deposit. A refund or free replacement appointment is not automatically guaranteed.
6. Fair charges and refunds
A deposit is part of the price, not an additional penalty. For a late cancellation, late move or no-show, any amount retained will be no more than our reasonable, evidenced net loss directly caused by the missed slot and never more than the deposit for the affected booking. We will take reasonable steps to refill the slot and deduct costs saved and income recovered. If there is no loss, we will refund the deposit; if the loss is lower, we will refund the difference.
We will explain any deduction on request. Prepayments above the permitted deduction will be refunded to the original payment method, normally within 14 days of cancellation or the missed appointment and always within any shorter legal deadline. We will not retain a deposit and add another charge for the same loss.
7. If Urban Angel changes or cancels
If we cancel or cannot provide your appointment, choose an available replacement date with your payment transferred, or a refund for the service not supplied. You do not have to accept credit instead of a refund. We will contact you as soon as reasonably possible. This does not limit any other legal remedy.
8. Statutory cooling-off rights
Where the consumer cooling-off rules apply to an online or telephone booking, you may cancel within 14 days after the contract is made without giving a reason. A clear statement by email or telephone is sufficient. These rights take priority over our 24-hour policy; an ordinary late-cancellation fee does not apply to a valid statutory cancellation.
If you expressly request a service to begin during that period, we may charge only the lawful proportion for service actually supplied before cancellation, provided the required information and consent were obtained. The right ends after full performance only where you expressly requested early performance and acknowledged that consequence. Booking or accepting these general terms alone does not waive your statutory rights.
9. Results and aftercare
Aesthetic results vary and no exact outcome or duration can be guaranteed. Follow the preparation and aftercare provided. Contact us promptly about an unexpected reaction or concern; call 999 in a medical emergency.
10. Our responsibilities
We provide services with reasonable care and skill. Nothing in these terms limits liability that cannot legally be limited, including death or personal injury caused by negligence, fraud, or your statutory consumer rights.
11. Contact and complaints
Urban Angel Aesthetics Ltd, company number 13536143. Clinic: 16 Brighton Road, Alvaston, Derby, DE24 8SY. Telephone 07865 763878 or email urbanangelaesthetics@gmail.com. Include your name and booking details when raising a concern so we can investigate.