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Terms and Conditions

Please read these terms of use carefully before using the Aesthetidocs website, mobile app, or online appointment booking platform (the site) – your use of the site is subject to these terms.

The site is operated by Aesthetidocs Limited (Aesthetidocs, we, our or us) of Lockview House, 49 Lockview Road, Belfast, Northern Ireland, BT9 5FJ.

By using our site, you confirm that you accept these terms and that you agree to comply with them. If you do not agree to them, you must not use our site.

Our site is a service operated by us to facilitate the arranging and managing of bookings with aesthetic treatment clinics. These terms only apply to the booking management process. You may be subject to additional terms and conditions with your treating clinic or practitioner which govern your relationship with them and any services they provide to you.

When you use our site, you will be providing us with personal data about you. You can see how we use personal data by going to our privacy policy www.aesthetidocs.com/privacy

Authorization to use the site

Subject to your compliance with these terms, you may access or use the site solely for the purpose of arranging, managing, and paying for bookings with clinics or practitioners offering aesthetic treatment services.

You must not access or use the site except as permitted by these terms. In particular, you must not and must not permit any other person to:

  • Pretend that you are, or that you represent, someone else, or impersonate any other individual or entity when using the site.
  • Resell, assign, transfer, distribute or provide others with access to the site or any of our materials.
  • Copy, modify, frame, repost, publicly perform or display, sell, reproduce, distribute, or create derivative works of the site.
  • Use the site to transmit, publish or communicate material that is defamatory, offensive, abusive, indecent, menacing or unwanted.
  • Use the site in any way that damages, interferes with or interrupts the availability of the site.
  • Introduce malicious programs into our hardware and software or our hardware, software and services which are integrated and operate together, including our networks, including viruses, worms, trojan horses and e-mail bombs.
  • Reveal your account password to others or allow others to use your account.
  • Use the site to carry out security breaches or disruptions of a network. Security breaches include accessing data where you are not the intended recipient or logging into a server or account that you are not expressly authorised to access or corrupting any data (including network sniffing/monitoring, pinged floods, packet spoofing, denial of service and forged routing information for malicious purposes).
  • Use any program/script/command, or send messages of any kind, with the intent to interfere with, or disable, any person’s use of the site.
  • Send any unsolicited messages through or to users of the site or to send any form of harassment via email, or any other form of messaging, whether through language, frequency, or size of messages or use the site in breach of any person’s privacy (such as by way of identity theft or “phishing”).

Any non-compliance by you with these terms shall give us the right to suspend provision of the site to you and access to your account, and to terminate our relationship with you without liability.

Reservation of rights

Aesthetidocs and its licensors each own and retain their respective rights in and to all logos, company names, marks, trademarks, copyrights, trade secrets, know-how, patents and patent applications that are used or embodied in or otherwise related to the site. Aesthetidocs grants no rights or licenses (implied, by estoppel, or otherwise) whatsoever to you under these terms.

Information provided to us

You are solely responsible for all data, information and other content, that you upload, post, or otherwise provide or store in connection with or relating to the site.

By providing us any information through the site, you grant Aesthetidocs a worldwide, non- exclusive, perpetual, irrevocable, royalty-free, fully paid, sublicensable and transferable license to use, modify, reproduce, distribute, display, publish and perform that information in connection with the site. Aesthetidocs may remove or disable any information provided by you at any time for any reason, or for no reason at all.

You agree that we may share any information provided by you with the treating clinic or practitioner with whom you are seeking to make or have made an appointment.

Your commitments

You represent and warrant to Aesthetidocs that your activity on the site does not and will not violate, infringe, or misappropriate any third party’s copyright, trademark, right of privacy or publicity, or other personal or proprietary right.

You represent and warrant that all information you provide to us through the site is complete, accurate and not misleading. You must ensure that you promptly provide us with any updates or changes to any information previously provided to us.

Disclaimer

THE SITE AND ITS CONTENT ARE PROVIDED ON AN “AS IS” AND “AS AVAILABLE” BASIS WITH ALL ERRORS AND DEFECTS AND WITHOUT ANY WARRANTIES OF ANY KIND, AND AESTHETIDOCS EXPRESSLY DISCLAIMS ALL REPRESENTATIONS AND WARRANTIES, INCLUDING ANY IMPLIED WARRANTIES OF ACCURACY, COMPLETENESS, MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE OR NON-INFRINGEMENT, AND ANY REPRESENTATIONS OR WARRANTIES ARISING FROM COURSE OF DEALING, COURSE OF PERFORMANCE OR USAGE OF TRADE. YOU ACKNOWLEDGE THAT AESTHETIDOCS DOES NOT WARRANT THAT YOUR ACCESS OR USE OR BOTH OF THE SITE AND ITS CONTENT WILL BE UNINTERRUPTED, TIMELY, SECURE, ERROR-FREE OR VIRUS-FREE, AND AESTHETIDOCS DOES NOT MAKE ANY WARRANTY AS TO THE RESULTS THAT MAY BE OBTAINED FROM USE OF THE SITE AND ITS CONTENT. NO INFORMATION, ADVICE OR SERVICES OBTAINED BY YOU FROM AESTHETIDOCS OR THROUGH THE SITE WILL CREATE ANY WARRANTY NOT EXPRESSLY STATED IN THESE T&Cs AND YOU SHOULD NOT RELY ON THE SITE AND THE GENERAL CONTENT ALONE AS THE BASIS FOR ANY DECISIONS.

NOTHING ON THIS SITE CONSTITUTES MEDICAL ADVICE, AND YOU SHOULD ALWAYS SEEK ADVICE FROM A QUALIFIED MEDICAL PRACTITIONER AS APPROPRIATE.

Liability

AESTHETIDOCS WILL NOT BE LIABLE TO YOU FOR ANY INCIDENTAL, CONSEQUENTIAL, INDIRECT, SPECIAL, PUNITIVE OR EXEMPLARY DAMAGES (INCLUDING DAMAGES FOR LOSS OF BUSINESS, LOSS OF PROFITS OR THE LIKE) ARISING OUT OF OR RELATING TO THIS SITE, INCLUDING WITHOUT LIMITATION, YOUR USE OR INABILITY TO USE THE SITE, SITE, MATCHING SERVICES, CONTENT, PROPRIETARY INFORMATION, OR ANY INTERRUPTION OR DISRUPTION OF SUCH USE, EVEN IF AESTHETIDOCS HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES AND REGARDLESS OF THE CAUSE OF ACTION (WHETHER IN CONTRACT, TORT, BREACH OF WARRANTY OR OTHERWISE). THE AGGREGATE LIABILITY OF AESTHETIDOCS WITH REGARD TO THESE TERMS WILL IN NO EVENT EXCEED £50.

Updates to the terms

Aesthetidocs reserves the right to do any of the following, at any time, without notice: (1) to modify, suspend or terminate operation of or access to the site, or any portion of the site, for any reason; (2) to modify or change the site, or any portion of the site, for any reason; and (3) to interrupt the operation of the site, or any portion of the site, as necessary to perform routine or non-routine maintenance, error correction, or other changes.

Aesthetidocs reserves the right, at its sole discretion, to change or modify portions of these terms at any time. Your continued use of the site after the date any such changes become effective constitutes your acceptance of the new or revised terms.

Jurisdiction

These terms shall be governed by and interpreted according to the law of Northern Ireland and all disputes arising under these terms (including non-contractual disputes or claims) shall be subject to the exclusive jurisdiction of the Northern Irish courts.

We advise all clients to ensure they have read through terms and conditions prior to booking with

rejuvenate Anti-ageing Clinic. By booking with us you accept these terms and conditions.

Cancellation policy

Ideally, we would like 48hours notice when cancelling an appointment.

We do not take deposits as standard. We realise that sometimes things happen, and appointments

need to be changed. We are flexible and understand within reason.

Gift vouchers are non-refundable and must be used with in 12 months of issue.

All treatments are paid on the day you have them. We do not offer credit or finance.

We offer a no obligation consultation. You are not obliged to have treatment and are not charged

for this.

Prior to treatment you are required to sign a consent form. When signing the consent form, you are

confirming that you understand the risks and benefits of the treatment. In addition, you are

accepting that no guarantees are given in terms of results/clinical outcomes. You are accepting that

results may only be achieved after a series/course of treatments as advised by Dr McNally and

results are variable.

 

Complaints Policy (patients and service users)

 

Policy Statement

 

Everyone has the right to expect a positive experience and a good treatment outcome. In the event of concern or complaint, patients have a right to be listened to and to be treated with respect. Service providers should manage complaints professionally so customers’ concerns are dealt with appropriately. Good complaint handling matters because it is an important way of ensuring customers receive the service they are entitled to expect. Complaints are a valuable source of feedback; they provide an audit trail and can be an early warning of failures in service delivery. When handled well, complaints provide an opportunity to improve service and reputation.

 

Aims & Objectives

 

  • We aim to provide a service that meets the needs of our patients and we strive for a high standard of care;
  • We welcome suggestions from patients and from our clinicians and staff about the safety and quality of service, treatment and care we provide;
  • We are committed to an effective and fair complaints system; and
  • We support a culture of openness and willingness to learn from incidents, including complaints.

 

Promoting Feedback

 

Information is provided about the complaints policy and external complaints bodies that

patients can go to with a complaint, such as [Save Face ltd] in a variety of ways, including;

 

  • On our website;
  • Through our patient feedback brochure;
  • Publicity about the service;
  • Leaflets in reception;
  • Discretely located suggestion boxes; and by clinicians and staff inviting feedback and comments.
  • Asking a staff member directly

 

 

If you have a concern or wish to make a complaint

 

Please advise us as soon as possible, an appointment will be made for you to be seen. It may be possible to discuss over the phone, or by email, if your concern is not related to a treatment outcome.

 

If your concern is related to a treatment outcome, we will need to see you in order to assess and document for the medical record.

 

Be assured

 

  • We will Listen to your views on your experience and concerns
  • We will document your views and concerns in the medical record and confirm with you that this record reflects your views and concerns accurately.
  • We will treat you with respect, sensitivity and maintain confidentiality.
  • All complaints are handled without prejudice or assumptions about how minor or serious.
  • The emphasis will be on identifying the problem and how we might resolve the problem.
  • We will establish what kind of resolution you expect.
  • If possible, your clinician will provide you with an explanation of what has happened, based on the known facts.
  • If appropriate, your clinician will provide you with support, advice and/or propose a management plan depending on the assessment and diagnosis of the concern presented.
  • We will provide you with a written summary of the assessment and discussion within (48) hours.
  • You may request a copy of your medical record and report should you wish to seek a second opinion.

 

Clinicians and staff refer complaints to Laura Rodrigues if:

 

  • After attempting to resolve the complaint, they do not feel confident in dealing with the complainant; or
  • The outcome you are seeking is beyond the scope of their responsibilities Or;
  • They or you believe the matter should be brought to the attention of someone with more authority.
  • You will be provided with the contact details of the manager referred to.

 

The complaints manager coordinates resolution of formal complaints in close liaison with the patient, treating clinician and other staff who are directly involved.

 

Laura Rodrigues and Dr Damien McNally carry out investigations of complaints to

identify what happened, the underlying causes of the complaint and preventative strategies.

Information is gathered from:

 

  • Talking to clinicians and staff directly involved
  • Factual written reports provided by staff involved in the incident
  • Listening to the complainant’s views on their experience and concerns
  • Establishing what kind of resolution is expected
  • Reviewing medical records and other records; and creating a coherent timeline of treatment episodes, reviews and communications.
  • Gathering and reviewing any supporting documents and records
  • Reviewing relevant policies, standards or guidelines.

 

At the conclusion of an inquiry or investigation, the complainant and relevant clinicians and staff are provided with all established facts, the causal factors contributing to the incident and any recommendations to improve the service, and the reasons for these decisions.

 

 

 

Records and Privacy

 

  • The complaints manager maintains a complaints and patient feedback register, with records of informal feedback (Suggestions for improvement and patient feedback forms) and formal complaints.
  • All interactions with the complainant, including face-to-face, telephone, email or ext are documented in the patient record.
  • Personal information on individual complaints is kept confidential and is only made available to those who need it to deal with the complaint.
  • Complainants are given notice about how their personal information is likely to be used during the investigation of a complaint.
  • Individual complaints files are kept in a secure filing cabinet in the [complaints manager]’s office and in a restricted access section of the computer system’s file server.
  • Patients are provided with access to their medical records [in accordance with the confidentiality policy]. Others requesting access to a patients’ medical records as part of resolving a complaint are provided with access only if the patient has provided authorization [in accordance with the confidentiality policy].

 

Timeframes

 

  • Formal complaints are acknowledged in writing or in person within 48 hours.
  • The acknowledgment provides contact details for the person who is handling the complaint, how the complaint will be dealt with and how long it is expected to take.
  • If a complaint raises issues that require notification or consultation with an external body, the notification or consultation will occur within three days of those issues being identified.
  • Formal complaints are investigated and resolved within 28 days.
  • If the complaint is not resolved within 20 days, the complainant, clinicians and staff who are directly involved in the complaint will be provided with an update.

 

The process of resolving the problem will include:

 

  • An expression of regret to the patient for any harm or distress suffered;
  • An explanation or information about what is known, without speculating or blaming others;
  • Considering the problem and the outcome the patient is seeking and proposing a solution; and confirming that the patient is satisfied with the proposed solution.

 

 

 

Contact us by:

 

Our website rejuvenateni.com">www.rejuvenateni.com

Email rejuvenateni.com">info@rejuvenateni.com

Telephone Laura on 07701062597

 

RQIA is the Independent health and social care regulatory body for NI. They do not investigate complaints however through their requlatory activities they have an important role in ensuring regulated services have an effective complaints procedure, take them seriously and investigate them thoroughly in line with the Department of health complaints guidelines.

 

Regulator:

Regulation and Quality Improvement Authority

9th floor Riverside tower

5 lanyon place

Belfast

BT1 3BT