Terms of service
REGEN Clinic — Terms of Service
Last updated: 20 January 2025
1. About Us
1.1 REGEN Clinic (“REGEN”, “we”, “us”, “our”) provides aesthetic skin, wellness and head-spa services, along with skincare/haircare retail products and training/educational content.
1.2 Our principal clinic address is 44 King Street, Norwich, NR1 1PD, United Kingdom. Contact: info@regenclinic.co.uk | +44 7960 438968.
1.3 These Terms govern your use of our website and the purchase/booking of our services, products and digital content. They operate alongside our Refunds, Cancellations & No-Show Policy and Privacy Policy.
2. Acceptance of Terms
2.1 By using our website, placing an order, or booking an appointment, you agree to these Terms.
2.2 If you do not agree, please do not use the site or proceed with a booking/purchase.
2.3 We may update these Terms at any time. The version shown on this page at the time you place an order/booking applies.
3. Eligibility & Client Responsibilities
3.1 You must be at least 18 years old to book clinical/aesthetic services or to purchase restricted items.
3.2 You agree to provide accurate information, including medical history, allergies, pregnancy status and medications.
3.3 You must follow all pre- and post-treatment guidance provided by our team.
4. Appointments & Pre-Payment
4.1 Appointments are reserved only once full pre-payment has been taken at checkout or via our booking system.
4.2 Pre-payment is payment in advance for a specific time-slot, therapist and room; it is not a deposit.
5. Cancellations, Late Arrivals & No-Shows
5.1 Our rules are set out in detail in our Refunds, Cancellations & No-Show Policy, which forms part of these Terms.
5.2 Key points: (a) 72+ hours’ notice—free changes/refund on request; (b) 48-72 hours—50% fee; (c) <48hours/same-day—100% fee; (d) 15+ minutes late or insufficient time to complete safely = missed appointment (100% fee).
5.3 These charges reflect the genuine cost of a reserved clinical hour (therapist time, room usage, preparation and opened products) which cannot usually be re-allocated at short notice.
6. Medical Suitability, Safety & Right to Refuse
6.1 All treatments are subject to clinical assessment and informed consent. We may decline, adapt or stop a treatment where it is clinically unsuitable or unsafe.
6.2 Certain services are not suitable in pregnancy, including our Japanese Head Spa, due to guidance on lying flat for periods of time.
6.3 We may refuse service if you are unwell, intoxicated, abusive, fail to disclose relevant information, or do not comply with safety guidance.
6.4 If a treatment cannot proceed on the day due to undisclosed information or non-adherence to guidance, fees may still apply in accordance with Section 5.
7. Minors & Safeguarding
7.1 Clients under 18 require parent/guardian consent and, where appropriate, an accompanying adult.
7.2 Our “Mini-Me & Me Japanese Head Spa” (ages 10–16) requires a parent/guardian present throughout.
8. Specialist & Duo Bookings
8.1 Couples/Duo Japanese Head Spa requires prior confirmation due to therapist/room coordination. If not pre-confirmed we may need to reschedule. Standard fees in Section 5 still apply.
9. Courses, Packages & Memberships
9.1 Pre-paid courses/packages/memberships are non-refundable once started.
9.2 Missed/late/cancelled sessions may be deducted from the package as per Section 5.
9.3 Transfers are at the clinic’s discretion.
10. Weight-Management & Prescription Services
10.1 Eligibility for any prescription-only medicine (e.g., Wegovy or Mounjaro) is determined solely by a qualified prescriber following assessment. Prescription is not guaranteed.
10.2 You must follow all medical advice, report adverse effects promptly, and attend reviews as required.
10.3 Remote/online consultations are treated as clinical encounters; identity verification and accurate health information are required.
11. Retail Products (Skincare & Haircare)
11.1 Consumer rights are respected under the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013.
11.2 For hygiene reasons, opened/unsealed products are non-returnable unless faulty. See our Refund Policy for full details.
12. Digital Content & REGEN Academy
12.1 Digital courses/downloads are supplied immediately after you consent to early access. Once accessed/downloaded, the 14-day cancellation right is lost (Consumer Contracts Regs 2013).
12.2 In-person training days follow the service rules in Section 5.
13. Gift Cards & Vouchers
13.1 Non-refundable and non-transferable once issued; valid for 12 months unless stated otherwise. Lost/expired vouchers cannot be replaced.
14. Loyalty Programme
14.1 Points have no cash value and are issued, amended or withdrawn at our discretion.
14.2 Illustrative earning rules: normally £1 = 1 point; leaving a review may earn bonus points; online booking may earn additional points; completing 10 appointments may award a bonus.
14.3 Points typically expire 24 months after issue. Tiers/benefits are subject to change. Full rules (as published by REGEN) apply.
15. Prices, Taxes, Promotions & Errors
15.1 Prices are shown in GBP and include VAT where applicable.
15.2 We may change prices and run promotions at any time.
15.3 If a pricing/description error occurs, we may cancel and refund before delivery/performance.
15.4 Only one promotion/discount code may apply per order unless we state otherwise.
16. Results, Advice & Aftercare
16.1 Individual results vary. Written and verbal guidance must be followed for optimal results and to reduce risks.
16.2 Nothing on our website constitutes medical diagnosis; personalised advice is given during consultation.
17. Photography, Media & Testimonials
17.1 With your written consent, we may take anonymised or identifiable images/videos for clinical records and—if you consent—for marketing/education.
17.2 You may withdraw marketing consent at any time (this does not affect past lawful use).
18. Intellectual Property & Site Use
18.1 All site content (text, images, logos, designs) is owned by or licensed to REGEN. You may not copy, reproduce or distribute without permission.
18.2 You must not misuse the site (introduce viruses, attempt unauthorised access, scrape content, or use automated bots).
19. Third-Party Services & Links
19.1 We may link to third-party sites or use third-party platforms (e.g., payment processors, booking systems). We are not responsible for their content, terms or policies.
20. Privacy & Data Protection
20.1 We process personal data in line with our Privacy Policy and applicable UK data-protection laws.
20.2 Clinical records are confidential and stored securely.
21. Liability
21.1 Nothing in these Terms limits liability for death or personal injury caused by negligence, fraud or any liability that cannot be excluded under law.
21.2 Subject to 21.1, we are not liable for: (a) indirect or consequential losses; (b) loss of profits, goodwill or opportunity; (c) losses arising from your failure to follow guidance or to provide accurate information.
21.3 Our total liability for any claim relating to a purchase/treatment is limited to the amount you paid for that purchase/treatment.
22. Force Majeure
22.1 We are not responsible for delays or failure to perform due to events beyond our reasonable control (e.g., power outages, extreme weather, IT failures, supplier issues, illness).
23. Complaints & Dispute Resolution
23.1 We aim to resolve issues promptly. Please email info@regenclinic.co.uk with details.
23.2 If we cannot resolve a dispute, you may seek independent advice (e.g., Citizens Advice) or pursue your rights in court.
24. Governing Law & Jurisdiction
24.1 These Terms and any disputes are governed by the laws of England and Wales.
24.2 Courts of England and Wales shall have exclusive jurisdiction, without affecting your statutory rights.
25. Contact Us
25.1 REGEN Clinic, 44 King Street, Norwich, NR1 1PD
25.2 info@regenclinic.co.uk | +44 7960 438968