4:27pm, Monday July 13th 2026
1. Consultations and medical information
• Clients must provide complete, honest and accurate information on all consultation, consent and medical forms.
• Clients must inform Empress UK of any changes to their health, medication, pregnancy or breastfeeding status before treatment.
• Failure to disclose relevant information may result in the treatment being refused or cancelled for safety reasons.
• Empress UK reserves the right to refuse or postpone treatment where there are contraindications, medical concerns or concerns regarding the client’s suitability for treatment.
2. Booking fees and advance payments
• A booking fee and/or valid payment card may be required to secure an appointment.
• Booking fees reserve appointment time and are non-refundable, except where Empress UK cancels the appointment and cannot provide a suitable alternative, or where a refund is otherwise required by law.
• Additional payments made before the appointment are treated as advance payments towards the booked treatment.
• Once completed medical and consultation forms and the required payment have been received, Empress UK may immediately arrange prescriptions and purchase or allocate products required for the appointment.
• By making payment and submitting the required medical information, the client authorises Empress UK to begin arranging any prescription and products needed for the booked treatment.
• Prescription fees, prescriber fees, pharmacy charges, delivery charges and products specially ordered or allocated for an individual client may be deducted from any refund where those costs have already been genuinely incurred and cannot reasonably be recovered or reused.
• Where products remain safely and legally reusable for another client, Empress UK will take reasonable steps to reduce any cancellation loss.
3. Refunds and account credit
• Payments are not automatically refundable simply because a client changes their mind or can no longer attend.
• Where a client cancels, Empress UK may retain the booking fee and any reasonable, genuine and non-recoverable costs directly resulting from the cancellation.
• Where money remains after any applicable booking fee and genuine costs have been deducted, the remaining balance will normally be added to the client’s Empress UK account as treatment credit.
• Account credit is not exchangeable for cash, may only be used by the named client and must be used within six months from the date of cancellation, unless otherwise agreed in writing.
• Credit may be used towards another suitable treatment, subject to consultation, medical suitability, availability and current treatment prices.
• If the replacement treatment costs more than the available credit, the client must pay the difference.
• If the replacement treatment costs less than the available credit, any remaining credit may be used within its original validity period.
• A cash refund will only be provided where required by law, where Empress UK agrees to one in writing, or where Empress UK is unable to provide the booked service and no suitable alternative can be agreed.
• Nothing in these Terms & Conditions affects the client’s statutory consumer rights.
4. Cancellations and rescheduling
• A minimum of 48 hours’ notice is required to cancel or reschedule aesthetics, advanced skin, treatment packages and other high-value appointments.
• A minimum of 24 hours’ notice is required to cancel or reschedule beauty appointments, including brows, lashes, waxing and tinting treatments.
• Cancellation notice must be provided through the official booking platform or directly to Empress UK by message.
• The applicable notice period is calculated from the scheduled appointment start time.
• Where sufficient notice is provided, the client may normally reschedule once or receive any eligible remaining balance as account credit, after applicable booking fees and genuine incurred costs have been deducted.
• Where insufficient notice is provided, the booking fee and any prescription, product or preparation costs already incurred may be retained.
• Late cancellations, missed appointments and failure to attend may result in the loss of all payments already made where the amount retained reasonably reflects Empress UK’s genuine loss.
• In some cases, the remaining treatment balance may be charged to the card on file where the appointment cannot reasonably be filled and this was clearly agreed at the time of booking.
• Repeated cancellations or rescheduling may require full payment before any future appointment is accepted.
5. Prescriptions and treatment products
• Prescription-only medicines will only be arranged following the required medical assessment and approval by an authorised prescriber.
• Prescriptions and specially ordered products may be arranged as soon as the client’s payment, consultation and medical information have been received.
• Prescription and prescriber fees are separate costs incurred in preparation for treatment and may be non-recoverable once the prescription process has begun.
• Prescription medicines and client-specific products cannot be transferred between clients where doing so would be unsafe, unlawful or contrary to professional requirements.
• Where a prescription expires, must be replaced because of delay, or becomes unusable because the client postpones treatment, the client may be required to pay a new prescription or product fee before treatment proceeds.
• Empress UK will not administer expired, compromised, unsuitable or unlawfully supplied products.
6. Treatment packages and promotional offers
• Treatment packages, discounted bundles, model appointments and promotional offers must be paid for and used within the stated period.
• Packages are personal to the named client and cannot be transferred or resold without written permission from Empress UK.
• Where part of a package has already been used, any credit or refund calculation will be based on the normal individual price of the treatment already received, together with any genuine costs incurred.
• Promotional prices cannot be applied retrospectively or combined with another offer unless expressly stated.
7. Late arrival
• Clients should arrive on time for their appointment.
• Late arrival may result in reduced treatment time, alteration of the treatment plan or cancellation of the appointment.
• Where there is insufficient time to treat safely, the appointment may be treated as a late cancellation and the relevant charges may apply.
8. Treatment results and expectations
• Treatment results vary between clients and depend on factors including anatomy, metabolism, lifestyle, medical history, medication, aftercare and skin type.
• No specific result, duration or outcome can be guaranteed.
• Additional treatment, adjustment or product may be required to achieve the client’s desired outcome and may incur an additional charge.
• Dissatisfaction caused solely by personal preference or a change of mind does not automatically entitle the client to a refund.
9. Reviews and follow-up appointments
• Where a review is clinically recommended, the client must attend within the timeframe advised by Empress UK.
• Review appointments are for assessment and do not guarantee free additional treatment.
• Any complimentary adjustment offered is at the practitioner’s professional discretion and must take place within the stated review period.
• Failure to attend within the review period may mean that further treatment is chargeable.
10. Aftercare
• Clients must follow all verbal and written aftercare advice.
• Empress UK cannot accept responsibility for complications or reduced results caused by failure to follow aftercare, interference with the treatment area or failure to disclose relevant medical information.
• Clients must contact Empress UK promptly if they experience unexpected symptoms or have concerns following treatment.
• In a medical emergency, clients must contact the appropriate emergency service rather than waiting for a response from Empress UK.
11. Patch testing
• Patch tests are required where appropriate for treatments including SPMU, microblading, lash lifting, brow lamination and tinting.
• A treatment may be refused where the required patch test has not been completed within the specified timeframe.
12. Children and accompanying guests
• Clients should attend appointments alone unless a companion has been agreed in advance.
• Children should not attend injectable, SPMU or advanced treatment appointments unless specifically agreed beforehand.
• Empress UK may cancel or postpone an appointment where the treatment environment is not safe or suitable.
13. Conduct and refusal of treatment
• Abusive, threatening, discriminatory or inappropriate behaviour will not be tolerated.
• Empress UK may refuse treatment, end an appointment or decline future bookings where a client behaves unsuitably or where continuing would be unsafe.
• Any refund or credit will be assessed according to the circumstances, services already provided and genuine costs incurred.
14. Cancellation by Empress UK
• Empress UK may need to cancel or postpone an appointment due to illness, emergency, product availability, prescriber availability or circumstances outside its reasonable control.
• Where possible, the client will be offered a suitable replacement appointment.
• Where Empress UK cancels and cannot provide the treatment or agree a suitable replacement, payments for treatment not provided will be refunded as required by law.
• Empress UK is not responsible for indirect expenses such as travel, accommodation, childcare or lost income.
15. Prices and payment
• Prices may change at any time, but confirmed bookings will normally be honoured at the agreed price unless the treatment plan changes.
• Additional products or treatment requested or clinically required may incur an additional charge.
• All outstanding balances must be paid before or on the day of treatment, unless another arrangement has been agreed in writing.
• Chargebacks made without first allowing Empress UK a reasonable opportunity to resolve a genuine dispute may be challenged using the relevant booking, consultation and payment records.
16. Agreement
• These Terms & Conditions must be made available before payment and booking confirmation.
• By paying a booking fee, making an advance payment, submitting consultation or medical forms, or attending an appointment, the client confirms that they have read, understood and agreed to these Terms & Conditions.
• If any individual term is found to be invalid or unenforceable, the remaining terms will continue to apply.
The most important part is to show the client these terms before they pay, with a required tick box confirming agreement. Clear wording alone does not make an excessive charge enforceable, so keep receipts and records of the actual prescription and product costs you retain following a cancellation.
