Terms and
Conditions

 
 

NEW PATIENT ACCEPTANCE POLICY

At FrownDocs, we welcome all fee-paying patients seeking medical aesthetic treatments on a private basis. We do not discriminate based on:

  • Race

  • Religion

  • Gender or sex

  • Age

  • Sexual orientation

  • Disability

  • Appearance

  • Medical condition

CLINIC HOURS & ACCESS TO EMERGENCY SUPPORT

Opening Hours:

  • Monday: Closed/ by appointment only

  • Tuesday: 9:30am – 7:00pm

  • Wednesday: 9:30am – 5:00pm

  • Thursday: 10am – 6:00pm

  • Friday: 9:30am – 5:00pm

  • Saturday/Sunday: Closed/ by appointment only

If you are experiencing what you believe to be a medical emergency after treatment, please contact the clinic immediately during business hours. Out-of-hours, If you experience any of the following:

  • Difficulty swallowing

  • Difficulty speaking

  • Difficulty breathing

  • Muscle weakness

  • Allergic reaction (swelling of face and airways)

Immediately contact hello@frowndocs.co.uk

CANCELLATION, FAILED AND MISSED APPOINTMENT POLICY

We ask for your cooperation to help us maintain high-quality care and appointment availability.

  • 48 hour's notice is required for cancellation of all appointments.

  • Deposits will be lost if no appropriate notice is not given

Appointments are considered missed if:

  • You arrive more than 15 minutes late

  • You do not attend

  • You cancel with insufficient notice

Patients with repeated missed appointments may be asked to pay in full before booking.

You will not lose deposit if rescheduling due to a cold sore if adequate notice is provided.

PATIENT INVOLVEMENT POLICY

We ensure that you are fully informed and involved in all decisions regarding your treatment. This includes:

  • Private and respectful consultations

  • Use of interpreters or communication aids if needed

  • Clear explanation of treatment options, risks, and costs

  • Informed consent prior to treatment

  • Access to your treatment plan and clinical records upon request

CODE OF GOOD PRACTICE

We uphold the highest standards of professionalism. At FrownDocs, we:

  • Treat patients with courtesy, respect, and confidentiality

  • Respond to calls and messages promptly

  • Provide treatment plans and cost estimates

  • Ensure staff maintain up-to-date clinical training

  • Maintain a clean, safe, and relaxing environment

  • Handle complaints seriously and transparently

PAYMENT AND REFUND POLICY

We accept most major debit/credit cards and bank transfers.

Refunds & Cancellations:

  • If you cancel a treatment with more than 48 hours’ notice, any unused fees will be refunded.

  • For prepaid packages or treatments not yet delivered, we will refund or credit your account, minus any costs already incurred.

Non-payment & Outstanding Balances

  • Full payment is required before or at the time of treatment.

  • Overdue accounts may result in withholding of further services and referral to a debt collection agency.

ZERO TOLERANCE POLICY

FrownDocs operates a zero-tolerance policy on abuse or inappropriate behaviour. We do not tolerate:

  • Aggression or threats toward staff

  • Harassment or intimidation

  • Discrimination or hate speech

  • Vandalism or theft

  • Substance misuse on premises

Any breach may result in removal from the clinic’s patient list and/or notification to the authorities.

NEED HELP OR HAVE QUESTIONS?

Please contact our team directly by phone or email with any questions about these policies or your treatment. We are here to help and ensure your experience at FrownDocs is safe, transparent, and results-focused.