Terms and Conditions

Set out below are the terms on which The Well provides service to its clients post the COVID-19 lockdown period, updated on 19th June 2020. These additions and amendments to our normal business terms and conditions have been implemented to ensure that we provide the safest environment during the COVID- 19 pandemic.

Please ensure that you have read and fully understood them prior to booking any treatment

1. Cancellation Policy. Booking a consultation:

Most of our consultations continue to be free of charge. Should you need to cancel or reschedule we kindly ask that you call us 24 hours before your appointment. Failure to give the full notice will result in a deposit being taken by the clinic for any future bookings. This allows us to manage our diaries and offer the appointment time to another patient. Deposits are required for new clients and patients, which are redeemable for any treatments booked on the same day, or for any packages / retail items purchased on the day. If no treatment is done on the day of consultation, or no purchases are made for other items, the deposit will cover the cost of the consultation.

Booking treatment off a pre-paid package:

Should you need to cancel or reschedule we kindly ask that you call us no later than 24 hours before your appointment. Failure to give the full notice will result in the treatment being redeemed by the clinic, regardless of the reason for the late cancellation / rescheduling. This allows us to manage our diaries and offer the appointment time to another patient.

COVID-19 update

We will continue to operate our 24-hour cancellation policy, however, if you are exhibiting any COVID-19 symptoms, we ask that you contact us as soon as possible to re-arrange your appointment on 020 7221 2248 no later than 24 hours before your appointment.

2. Appointments and cancellations:

• All doctors and therapists at The Well are trained and approved in accordance with the company’s treatment protocols and therefore The Well does not guarantee continued treatment with a named doctor or therapist.
• If you are unable to attend your appointment, please contact us immediately on 020 7221 2248. We will need to know that you wish to cancel 24 hours before your appointment is due. Failure to cancel or rearrange at least 24 hours before your appointment will result in the loss of the treatment from your package or course. This is extended to 48hrs for Treatwell bookings.
• Prior to your appointment we will inform you of any preparation required in advance of your treatment. Failure to follow the guidelines may result in cancellation of your appointment, reduced treatment time, or additional fees being charged.
• Prices are subject to change and may not be the same as the prices published in the website, however they will be the same as the pricing seen in our online booking system.
• Appointments must be made using our online booking system, by email, by phone or in person with our reception team. Your appointment will be reserved for you. This will be confirmed by email as soon as your booking process is complete and a reminder will be sent via text message 24 hours before your scheduled booking.
• For any appointments made via our online booking system, these are made at your discretion, and we do not accept responsibility should you have chosen a treatment that is not suitable for you. We will endeavour to do our best to find a suitable alternative treatment where possible instead for your booking slot, however this may not be possible depending on the availability of appropriate resources. in any case, refunds are not available for such circumstances.

Appointments (COVID-19)

• To allow for social distancing all clients are asked to arrive only 5 minutes prior to your appointment.
• We reserve the right to cancel or postpone a consultation or treatment, if you present with what appears to be COVID 19 symptoms.
• The clinic will operate a controlled entry system to manage the number of people entering our clinic. We will also need to limit the numbers in our reception. If the clinic reaches the maximum capacity to allow social distancing, you may be asked to wait outside until your practitioner is ready.
• Late arrival may result in reduced treatment time or forfeiting of the appointment. The will endeavour to ensure that your appointment runs to time; however, should we need to cancel or postpone your appointment at short notice, we will make every effort to contact you in advance.
• To reduce the contact time with your practitioner we ask that you are prepared for your treatment:
  • Face Treatments: All make-up removed prior to treatment
    Laser hair removal: Area shaved for hair removal prior to treatment
  • You will be asked to comply with our Safety Charter (available on our website), which includes wearing a mask (which will be provided on arrival), having your temperature taken and sanitising your hands on arrival.
• To support our Safety Charter and allow social distancing we request that you attend the clinic on your own. If you require another adult to be present, this must be agreed in advance with the Clinic Manager.

3. Credit card details, deposits and payments

• To secure an appointment with The Well a non-refundable deposit is required, you will be informed at the time of booking if this is required.
• Any deposits taken can be used towards payment for treatment or left on your account for future treatments. Should deposits remain unclaimed by the client following twelve months of inactivity, The Well reserves the right to withhold the deposit.
• These charges will not be applied to clients booking an appointment from their existing value package of treatment.
• Prices may vary. Please contact us for up to date prices, the treatment menu published on this site may not be updated as regularly as the online booking system. We endeavour to keep treatment descriptions, package and prices correct and current. If an incorrect price is identified, then The Well reserves the right to revise accordingly regardless of booking status and this will form part of your contract.
• We ask that you make payment via card or contactless payment to avoid the handling of cash.
• All payments made are non-refundable.

4. Courses of treatments

• All treatments purchased as a course must be paid for in full in advance of the first treatment. Most treatment courses do not expire and can be transferred to money on account or other treatments, including gift vouchers. Should any packages or courses have been purchased at a discounted rate, the value of the packages will be the actual value paid, not converted to the full normal price. Any conversions of discounted packages will be at the purchased value, and using the converted credit for payment of other treatments will require the normal full value of the treatments to be paid, the discounts cannot be carried over, as the discount events are only at specific times of the year, as isolated marketing events.
• Courses and packages are not refundable for any reasons.
• All pre-paid treatment packages impacted by COVID-19 will be extended by the period of time impacted.
• Courses and packages are otherwise non-refundable.
• Bookings for treatments from packages and courses are on a first come, first serve basis. In purchasing any packages or courses, there is no guarantee in being able to book for a specific day/time, however The Well will do our best to provide the nearest available slot to the requested one. This may not be in the same week. If a treatment is dependent on regular bookings at a certain interval, it is the client/patient’s responsibility to plan ahead to ensure bookings are made to accommodate their schedule, The Well’s availability, and the treatment requirements. In the event that a treatment needs to be rescheduled for circumstances outside of The Well’s control, we will offer the first suitable timeslot available.
• Any delays in offering treatment that are outside of The Well’s control are treated as force majeure, This includes staff illness and technical issues. If a treatment cannot be performed, a suitable alternative will be offered. These events are rare, however they are not subject to compensation. and no refunds can be offered.

5. 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 if no treatment is delivered.
• It is the client’s responsibility to ensure that he or she provides The Well with all the relevant medical details prior to each treatment. If you or a member of your household has symptoms of COVID-19 and/or tested positive for COVID-19 you must not attend the clinic.
• If a member of your household develops COVID-19 symptoms or tests positive 14 days post your appointment, you must follow the government guidelines and let us know.
• If you are deemed by the government to be on the at-risk group during COVID-19, you should not attend the clinic until the government guidance advises you to do so.

6. Limitation of Liability

• The Well 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 in any event.
• Clients will be required to read and agree to the COVID-19 risk consent form prior to treatment. We are unable to provide any treatment without consent.
• For your safety and that of others we ask that you read and adhere to the Safety Charter, in order for your treatment to be carried out.
• It is the client’s responsibility to ensure that he or she provide The Well with all relevant medical details prior to each treatment. The Well 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 The Well regarding the care of a treated area. Nothing in these terms of business shall exclude or limit The Well’s liability for death or any personal injury resulting from The Well’s negligence.

7. Indemnification

You agree to defend, indemnify and hold harmless Lazeo London Ltd T/A The Well and its licensee and licensors, and their employees, contractors, agents, officers and directors, from and against any and all claims, damages, obligations, losses, liabilities, costs or debt, and expenses (including but not limited to attorney’s fees), resulting from or arising out of a) your use and access of the Service, or b) a breach of these Terms.

8. Disclaimer

Your use of the Service is at your sole risk. The Service is provided on an “AS IS” and “AS AVAILABLE” basis. The Service is provided without warranties of any kind, whether express or implied, including, but not limited to, implied warranties of merchantability, fitness for a particular purpose, non-infringement or course of performance. Lazeo London Ltd T/A The Well, its subsidiaries, affiliates, and its licensors do not warrant that a) the Service will function uninterrupted, secure or available at any particular time or location; b) any errors or defects will be corrected; c) the Service is free of viruses or other harmful components; or d) the results of using the Service will meet your requirements.

9. Refunds

We operate a no-refund policy. For appointments booked and delivered, refunds are not available regardless of the treatment outcome. For packages and courses purchased, these are non-refundable, however they can be converted to other treatment packages, or credit on account.

10. Your right to complain

• The Well 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 The Well you are entitled to lodge a complaint, either in person, by telephone or in writing. If you require assistance with making your complaint, The Well will be pleased to help and support you through the process.
• The member of staff who initially receives the complaint will convey the details to the Clinic Manager or their designated deputy. Where this cannot be resolved immediately, you will receive a letter within three working days to confirm that an investigation into the matter is underway and that a response will be made as soon as possible.
• Complaints of a non-medical nature will be handled in their entirety by the Clinic Manager.
• If your complaint is treatment related the matter will be discussed with the relevant practitioner and may require you to attend an additional consultation with that practitioner or an alternative member of the clinic’s team, including the Clinic Director. The objective of this is to provide an explanation or a solution to your concerns. The Well aims to furnish you with a full written response within 20 working days or where this is not possible, an explanation as to the cause of the delay.
• Complainants who are not happy with the local resolution are referred to a member of the Senior Management team. If the complaint is service related this will normally be the Clinic Director. The complaint will be further reviewed within 20 working days and you will be provided with a final written response. If the investigation requires further time, you will be provided with an explanation as to the cause of the delay.

This is a summary of the complaints procedure. A full version is available upon request. The Well is a trading name of Lazeo London Limited.

11. Money off treatment vouchers

• Not to be used in conjunction with any other offer or promotion.
• Applicable to new and existing clients.
• Cannot be used against Doctor led treatments or consultations.
• One voucher per person.
• The voucher should be surrendered upon purchase of the treatment.
• Offer applies to single and courses of Practitioner led treatments with minimum spend of £80.
• Offer can only be used on treatments.
• Offer is subject to patient suitability for treatment.
• Voucher is non transferrable and cannot be exchanged for money.

12. 20% discount for NHS, Fire Service, Police employees & Teachers

• 20% discount applicable to a single treatment or course of treatments.
• Cannot be used against doctor consultations or treatments.
• Not to be used in conjunction with any other offer or promotion.
• Proof of employment required i.e. valid employment card/recent pay slip and valid photo identification if not on employment card.
• Validation required when treatment purchased.
• Offer available to new and existing clients.

13. ​25% discount for students

• Not to be used in conjunction with any other offer or promotion.
• Discount applicable to treatment courses only.
• Discount applicable to treatments only.
• Minimum spend £80.
• Discount can be used on any practitioner led treatments including skin peels, , microdermabrasion, acne treatments, SkinPen, laser hair removal, electrolysis.
• Discount cannot be used against anti-ageing injectable treatments.
• Discount cannot be used against any Doctor led treatments or consultations.
• Offer is subject to full consultation and patient suitability for treatment.
• Valid TOTUM (formerly NUS extra) card to be shown when purchasing treatment.
• The Well reserves the right to withdraw this offer at any time.

14. RIGHT OF REFUSAL 

The Well reserves the right to refuse service to any client for improper conduct. Inappropriate conduct or language during a service will result in the termination of service. We reserve the right to define inappropriate conduct or language. If there are outstanding package sessions that are unused, these shall not be refunded.