THE HARMONIA CLINIC

Terms and Conditions of Service

The Harmonia Clinic ("the Clinic", "we", "us" or "our") is a doctor-led medical aesthetics and skin health practice providing consultations, medical treatments and related services.

These Terms and Conditions form the agreement between you and the Clinic in relation to the services we provide. They explain how appointments are booked and managed, the responsibilities of both the Clinic and our patients, and the terms that apply to consultations, treatments, payments and cancellations.

Our policies are designed to support safe patient care, ensure dedicated clinical time can be provided to every patient, and enable the Clinic to operate fairly and consistently for all those using our services.

By booking or attending an appointment, purchasing products or services, or otherwise engaging with the Clinic, you confirm that you have read, understood and agree to be bound by these Terms and Conditions. No variation to these Terms shall be effective unless agreed by the Clinic in writing.

Nothing in these Terms excludes or limits any rights you may have under applicable law. 

Definitions

For the purposes of these Terms:

• Clinic means The Harmonia Clinic.
• Patient, Client, You or Your means the individual receiving or requesting services from the Clinic.
• Consultation means any medical, skincare or wellness consultation provided by the Clinic, whether in person or remotely.
• Treatment means any consultation, clinical procedure, prescription, injectable treatment, skincare programme, wellness service, product recommendation or other healthcare service provided by the Clinic.
• Appointment Confirmation Payment means any payment required to secure and confirm an appointment. This may comprise a consultation fee, a treatment fee payable in advance, or another specified amount depending on the service booked.
• Concierge Services means consultations and treatments provided through Harmonia at Home at your home or another agreed location.
• Concierge Reservation Fee means the payment required to exclusively reserve a Harmonia at Home appointment.
• Products means medicines, prescription-only medicines, medical devices, injectable products, skincare products and any other goods supplied, prescribed, ordered or allocated by the Clinic in connection with your treatment.
• Medical Device means any product, instrument, implant, injectable device, material or other item classified or supplied as a medical device and which is prescribed, ordered, allocated or supplied for use in connection with a patient’s consultation or treatment
• Treatment Plan means the individual recommendations made by your practitioner following consultation, which may include one or more treatments, products, reviews or follow-up appointments.
• Treatment Episode means the period of clinical care relating to a specific consultation or treatment, including any clinically indicated review appointments and aftercare provided by The Harmonia Clinic, until the practitioner determines that no further review or follow-up is clinically required or the episode of care is otherwise concluded.
• Working Day means Monday to Friday excluding public holidays in England.
• Outstanding Balance means any amount becoming payable under these Terms that remains unpaid after it has fallen due, including cancellation charges, product costs, prescription-related costs and any additional fees properly incurred under these Terms.
   

1. APPOINTMENT BOOKINGS & PAYMENT

1.1 Appointment Confirmation

Appointments are offered subject to practitioner availability and are confirmed only once the required payment has been received by the Clinic.

1.2 Clinic Appointments

For appointments taking place at The Harmonia Clinic, the payment required to confirm your appointment will be communicated at the time of booking and may comprise:

• the consultation fee;
• the full treatment fee payable in advance; or
• another specified payment applicable to the service being provided.
  

Payment reserves dedicated clinical time exclusively for you and enables the Clinic to prepare appropriately for your appointment.

1.4 Acceptance of Terms

By confirming an appointment, you acknowledge that dedicated clinical time has been reserved exclusively for you and agree to be bound by these Terms and Conditions.

1.5 Administrative Changes

The Clinic reserves the right to amend appointment times, locations or practitioners where reasonably necessary. Where a significant change is required, we will endeavour to provide reasonable notice and offer an alternative appointment or refund where appropriate.

1.6 Force Majeure

The Clinic shall not be liable for delay or failure to perform its obligations where this results from events outside its reasonable control including severe weather, transport disruption, illness, equipment failure, public health restrictions or other unforeseen circumstances. 

2. HARMONIA AT HOME (CONCIERGE SERVICES)

2.1 Nature of the Service

Harmonia at Home is The Harmonia Clinic's bespoke doctor-led concierge service, providing consultations and medical aesthetic treatments within your home or another agreed location.

Unlike appointments held at the Clinic, Harmonia at Home appointments require the exclusive reservation of Dr Natalia's clinical time together with advance planning, travel arrangements and the transportation of specialist medical equipment, consumables and treatment supplies.

Each appointment is individually planned and reserved specifically for you. Owing to the bespoke nature of this service, the Clinic is ordinarily unable to reallocate this dedicated clinical time or the associated logistical arrangements to another patient at short notice.

The additional provisions contained within this section reflect the nature of the Harmonia at Home service and apply in addition to the Clinic's General Terms and Conditions. Where there is any inconsistency between this section and the general appointment provisions, this section shall prevail.

2.2 Concierge Reservation Fee

A Concierge Reservation Fee is required to confirm and reserve every Harmonia at Home appointment.

The Concierge Reservation Fee secures:

• the exclusive reservation of Dr Natalia's dedicated clinical time;
• dedicated travel time to and from your chosen location;
• advance planning and logistical preparation;
• the allocation and transportation of specialist medical equipment, consumables and clinical resources required to safely deliver your treatment.
  

Where treatment proceeds as planned, the Concierge Reservation Fee will be credited towards the total cost of your treatment or consultation unless otherwise stated at the time of booking.

2.3 Cancellation & Rescheduling

As Harmonia at Home appointments require significant clinical and logistical commitments that cannot ordinarily be reallocated at short notice, Concierge Reservation Fee will ordinarily be retained where an appointment is cancelled, rearranged or not attended within 7 days of the scheduled date.

The Concierge Reservation Fee reflects the exclusive reservation of clinical time together with the reasonable travel, administrative and operational costs incurred in preparing and delivering the service.

Nothing within this clause affects your statutory rights.

2.4 Products & Prescriptions

Certain treatments provided through Harmonia at Home require medicines, medical devices or treatment-specific products to be prescribed, ordered, allocated or prepared before your appointment.

Where these costs have been incurred specifically for your treatment before cancellation, you may remain responsible for those costs in accordance with Section 6 of these Terms.

2.5 Travel & Appointment Requirements

Patients must ensure that the agreed location is suitable for the safe delivery of medical treatment and provides an appropriate clinical environment.

The Clinic reserves the right to decline, postpone or discontinue treatment where the practitioner considers that the environment is unsuitable, unsafe or otherwise prevents treatment from being delivered in accordance with appropriate clinical standards.

3. CANCELLATIONS, RESCHEDULING & NON-ATTENDANCE

3.1 Notice

If you need to cancel or rearrange your appointment, we kindly request that you provide at least 72 hours' notice. We request that you cancel or rearrange your appointment using the booking system.

3.2 Cancellation with Adequate Notice

Where sufficient notice is provided, any eligible payment will either be transferred to another mutually agreed appointment or refunded where appropriate, subject to the nature of the service booked and any reasonable costs already incurred by the Clinic.

3.3 Late Cancellation or Non-Attendance

Appointments cancelled, rearranged or not attended with less than 72 hours' notice will ordinarily result in the Clinic retaining all or part of the payment already made.

This reflects the dedicated clinical time reserved exclusively for you together with the reasonable administrative, preparation and business costs incurred by the Clinic, including, where applicable, the inability to offer that appointment to another patient.

The specific provisions relating to Harmonia at Home appointments are set out in Section 2 and shall apply in addition to this section where relevant.

3.4 Repeated Cancellations

Repeated late cancellations, repeated failure to attend appointments or persistent failure to comply with the Clinic's booking procedures may result in the Clinic declining to offer future appointments. 

4. CONSULTATIONS

4.1 Initial Consultation

All new patients are required to undergo an appropriate consultation before treatment. Consultations may be undertaken in person or remotely where clinically appropriate and at the discretion of the practitioner.

4.2 Purpose of Consultation

Consultations are undertaken to assess your concerns and goals, obtain an appropriate medical history, discuss suitable treatment options, explain potential benefits, limitations and risks, and determine whether treatment is clinically appropriate.

Attendance at a consultation does not guarantee that treatment will be offered or recommended.

4.3 Consultation Fees

Consultation fees are payable for the professional time, expertise and clinical assessment provided by the practitioner.

Consultation fees remain payable irrespective of whether treatment ultimately proceeds, including where treatment is declined by either you or the practitioner following clinical assessment.

4.4 Clinical Suitability

The Clinic reserves the right to decline, postpone or modify treatment where it is considered that treatment is not clinically appropriate, is not in your best interests, or cannot be provided safely.

4.5 Change in Medical Circumstances

You must notify the Clinic of any significant change to your medical history, medication, pregnancy status or other relevant circumstances before each consultation or treatment appointment.

Where appropriate, a further consultation may be required.

4.6 Validity of Consultation

Unless otherwise advised, consultations remain valid for six months provided there has been no significant change in your medical history or treatment requirements. 

5. MEDICAL HISTORY & PATIENT RESPONSIBILITIES

5.1 Duty of Disclosure

You are responsible for providing complete, accurate and up-to-date information regarding your medical history, current medications, allergies, previous treatments and any other information relevant to your care.

5.2 Accuracy of Information

The Clinic is entitled to rely upon the information you provide when assessing your suitability for consultation or treatment. The information that you provide will inform the treatment plan recommended for you. You must notify the Clinic promptly if your medical circumstances change before your appointment.

5.3 Clinical Responsibility

Treatment recommendations and clinical decisions are based upon the information available to the practitioner at the time of consultation.

5.4 Consequences of Non-Disclosure

The Clinic shall not be responsible for adverse outcomes arising directly from inaccurate, incomplete or withheld medical information, or from a failure to follow clinical advice, aftercare instructions or treatment plans. 

6. PRODUCTS, PRESCRIPTIONS & TREATMENT PREPARATION

6.1 Treatment Preparation

Certain treatments require prescription-only medicines, medical devices or treatment-specific products to be prescribed, ordered, allocated or prepared before your appointment.

6.2 Product Liability Following Cancellation

Where medicines, medical devices, treatment-specific products, injectables or skincare have been prescribed, ordered, allocated or prepared specifically for your treatment, the associated costs remain payable whether or not treatment ultimately proceeds.

These costs will form part of any Outstanding Balance due under Section 10 of these Terms. They are separate from any cancellation charges and relate to products or clinical resources that have been prescribed, ordered, allocated or prepared specifically for your treatment and cannot reasonably be returned, reallocated or reused.

6.3 Dispensed Products

Medicines, skincare products and other goods supplied by the Clinic cannot ordinarily be returned once dispensed or supplied except where required by law. 

7. TREATMENTS

7.1 Clinical Suitability

The Harmonia Clinic reserves the right to decline or discontinue any consultation or treatment where it is considered that treatment is not clinically appropriate, cannot be provided safely, or is otherwise not in the patient's best interests.

7.2 Practitioner Discretion

Treatment recommendations are based on the practitioner's clinical assessment, professional judgement and the information available at the time of consultation. Booking or paying for an appointment does not guarantee that treatment will be provided. Treatment may be declined, modified or discontinued where the practitioner considers that it is not clinically appropriate, cannot be provided safely, is not in the patient's best interests, or where new clinical information becomes available or circumstances change.

7.3 Treatment Outcomes

Individual treatment outcomes vary between patients. While treatments are provided with reasonable skill and care, no guarantee is given that a particular aesthetic outcome, level of improvement or duration of result will be achieved.

7.4 Additional Treatment

Additional treatment may be needed to achieve the intended treatment outcome. Unless expressly stated otherwise, any additional consultation or treatment is not included within the original treatment fee and will be chargeable in accordance with the Clinic's current fees.

7.5 Review Appointments

Where a review appointment is recommended by your practitioner, you are responsible for arranging and attending that appointment within the recommended timeframe. Failure to do so may affect the practitioner's ability to appropriately assess your treatment outcome, monitor your progress or provide any clinically indicated aftercare advice or further treatment. Any subsequent treatment or review remains subject to clinical assessment and professional judgement.

7.6 Subsequent Reviews & Treatment

Where a recommended review appointment is not attended within the timeframe advised by your practitioner, any subsequent consultation, review or treatment appointment may be chargeable in accordance with the Clinic's current fees. The availability of any further review remains subject to clinical assessment and practitioner discretion.

7.6 Respectful & Safe Environment

The Clinic is committed to maintaining a safe and respectful environment for patients and staff. We reserve the right to refuse or discontinue treatment where behaviour is abusive, threatening, discriminatory, intimidating or otherwise inappropriate.

7.7 Ongoing Clinical Relationship

The Harmonia Clinic reserves the right to decline future consultations or treatment where, in the practitioner's professional judgement, it is no longer appropriate to continue the clinical relationship.

This may include, but is not limited to:

• a breakdown in the therapeutic or professional relationship;
• a loss of mutual trust or confidence;
• repeated failure to comply with these Terms and Conditions;
• repeated failure to engage appropriately with treatment or aftercare;
• abusive, threatening or inappropriate behaviour towards the practitioner or members of staff; or
• circumstances where the practitioner considers that continuing treatment would not be clinically appropriate or otherwise in the best interests of either the patient or practitioner. 

8. AFTERCARE & MEDICAL EMERGENCIES

8.1 Scope of Aftercare

Medical aesthetic procedures can result in recognised and well-documented risks, side effects and complications. Individual risk varies, and some patients may have factors that increase their risk of particular complications. Many complications are minor and can be managed simply and conservatively although some may require further assessment or treatment.

Aftercare is provided in relation to treatment performed by The Harmonia Clinic and is intended to support the assessment, monitoring and management of your recovery following treatment. The treatment episode concludes when, in the practitioner's clinical judgement, the intended aftercare has been completed or where no further clinical review or follow-up is considered necessary.

Aftercare does not include ongoing aesthetic reviews, additional treatment, unrelated medical advice or treatment provided by another practitioner.

8.2 Aftercare Instructions

The Harmonia Clinic provides all patients with verbal aftercare advice during their appointment together with written aftercare instructions, which are issued electronically through the Clinic's booking system following treatment.

Patients should read and follow the aftercare advice provided. If you have not received your written aftercare instructions, or are unable to access them, you should contact the Clinic so that they can be reissued.

Failure to follow recommended aftercare advice may affect your treatment outcome and recovery.

8.3 Urgent Medical Concerns

You are responsible for informing the Clinic promptly if you experience unexpected symptoms, concerns or possible complications following treatment.

Information regarding the expected recovery and the emergency signs and symptoms that should prompt you to contact the Clinic will be discussed during the treatment consent process and reinforced within the written aftercare information provided following treatment.

Early communication allows appropriate clinical assessment and advice to be provided and may reduce the risk of complications progressing.

8.4 Engagement with Aftercare

You agree to engage appropriately with the Clinic throughout your aftercare where advice, review or follow-up has been recommended.

This includes responding to reasonable requests for information, photographs, attendance for review or other communications that are necessary to enable your practitioner to appropriately assess and manage your treatment.

The quality and timeliness of clinical advice that the Clinic is able to provide may depend upon the accuracy of information made available by you during the aftercare process.

Failure to engage with the aftercare process may limit the practitioner's ability to appropriately assess, monitor or manage your treatment.

8.5 Responsibility for Delayed or Absent Communication

The Clinic's ability to assess, advise and manage your treatment depends upon timely communication and your engagement with the aftercare process.

Where the Clinic is not provided with a reasonable opportunity to assess or manage a concern, its ability to provide appropriate aftercare may be limited.

Examples of this may include:

• fail to contact the Clinic regarding concerns or suspected complications in a timely manner;
• fail to engage in ongoing communication with the Clinic where requested;
• fail to provide information, photographs or attend review appointments reasonably requested to enable appropriate clinical assessment;
• delay seeking advice from the Clinic;
• fail to follow reasonable clinical advice or aftercare instructions; or
• seek assessment, advice or treatment from another practitioner before providing The Harmonia Clinic with a reasonable opportunity to assess and manage your concerns, where appropriate.

8.6 Alternative Aftercare

You may choose to receive your aftercare from another suitably qualified healthcare professional.

Where you elect not to engage with the aftercare offered by The Harmonia Clinic, or transfer your ongoing care to another practitioner, the Clinic cannot accept responsibility for the subsequent clinical assessment, management, treatment or outcomes arising from that care. In these circumstances, the Treatment Episode provided by The Harmonia Clinic will ordinarily be regarded as concluded.

8.7 Emergency Contact

The Clinic provides an emergency contact pathway for urgent treatment-related concerns.

This service must only be used for urgent clinical concerns arising from treatment provided by the Clinic and must not be used for appointment administration or non-urgent enquiries.

8.8 Medical Emergencies

If you believe you are experiencing a medical emergency, you should immediately contact NHS 999 or attend your nearest Accident & Emergency Department. 

9. Scope of Clinical Responsibility

9.1 Clinical Responsibility

The Harmonia Clinic provides consultations, clinical assessment, treatment and aftercare in relation to the services provided by the Clinic.

9.2 Scope of Services

The Clinic's clinical responsibility relates solely to the assessment, treatment and aftercare provided by The Harmonia Clinic in connection with the services agreed with you.

The Clinic does not assume responsibility for the ongoing management of unrelated medical conditions, treatment provided by another healthcare professional, or care falling outside the scope of the services provided by The Harmonia Clinic.

The Clinic's responsibility for aftercare relates only to treatment provided by The Harmonia Clinic and is subject to the patient's engagement with the aftercare process set out in Section 8. 

10. PHOTOGRAPHY & MEDICAL RECORDS

10.1 Clinical Photography

Clinical photographs may be taken before, during and after treatment where clinically appropriate.

10.2 Medical Records

Clinical photographs form part of your confidential medical record.

10.3 Marketing & Educational Use

Separate written consent will always be obtained before any photographs or testimonials are used for marketing, educational or social media purposes. 

11. PAYMENTS & OUTSTANDING BALANCES

11.1 Outstanding Fees

Any fees, charges or costs becoming payable under these Terms, including cancellation charges, product costs, prescription-related costs or additional treatment fees, remain payable until settled in full.

11.2 Negative Account Balances

Where the amount payable under these Terms exceeds any payment already received by the Clinic, the outstanding balance will become immediately due and payable.

11.3 Recovery of Outstanding Fees

Where fees remain unpaid, the Clinic reserves the right to take reasonable steps to recover the outstanding balance, including issuing invoices, referring the matter to a debt recovery agency or commencing legal proceedings where appropriate.

11.4 Suspension of Services

The Clinic reserves the right to decline future appointments, consultations or treatment until any outstanding balance has been paid in full.

11.5 Recovery Costs

Where formal recovery action becomes necessary, you may also be responsible for any court fees, statutory interest or other recoverable costs permitted by law.

11.6 Discretion for Exceptional Circumstances

Where exceptional circumstances arise, the Clinic may, at its discretion, agree to waive, reduce, transfer or refund all or part of any payment or charge payable under these Terms and Conditions. Any such decision shall be made on the individual circumstances of the case and shall not create a precedent or entitlement in relation to future appointments, services or payments.

11.7 Treatment Packages, Courses & Programmes

Where a treatment package, course or programme is purchased, payment is for the package as a whole and not for individual treatment sessions. Once purchased, packages and courses are non-refundable, except where otherwise required by law.

If a patient chooses not to complete a package or course, no refund will ordinarily be provided for unused sessions and any remaining value cannot be exchanged for cash.

Where the Clinic determines that continuation of a package or course is no longer clinically appropriate, the Clinic will consider the circumstances and any treatment already provided in determining whether any unused balance is refundable or may be applied to an alternative clinically appropriate service.

Packages and courses are personal to the patient and may not be transferred to another person unless expressly agreed by the Clinic.

11.8 Pricing & Price Reviews

The Clinic reviews its pricing twice yearly, ordinarily in January and July. Prices may be amended following a review to reflect changes in product, medication and medical device costs, operating costs, practitioner fees or other relevant factors.

The Clinic reserves the right to amend its prices at any time. Prices quoted, discussed or recommended during a consultation do not guarantee or fix the price of any future consultation, treatment, product or service.

Any revised pricing will apply from the date the new pricing is implemented by the Clinic. Unless otherwise stated, appointments, treatments, products or services booked or purchased from that date will be charged at the revised price. Treatments, packages or courses already paid for in full will not ordinarily be affected by subsequent price changes. 

12. FEEDBACK & COMPLAINTS

12.1 Feedback

The Clinic welcomes feedback about your experience and uses this to support the ongoing development and improvement of our services. Feedback may be provided verbally or in writing and will be considered appropriately by the Clinic.

12.2 Formal Complaints

If you are dissatisfied with any aspect of the care or service you have received and would like the matter to be formally investigated, you may submit a complaint in writing to hello@harmoniaclinic.co.uk or The Harmonia Clinic, 167-169 Great Portland Street, Fifth Floor, London, W1W 5PF.

12.3 The Clinic operates a formal complaints procedure. We aim to acknowledge formal complaints within 5 working days and provide a full response within 30 working days. We may however need additional time to investigate your complaint.

12.4 Raising a concern, providing feedback or making a complaint will not adversely affect the standard of care you receive from the Clinic. 

13. DATA PROTECTION & CONFIDENTIALITY

13.1 Data Protection

The Clinic processes personal information in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

13.2 Clinical Records

Clinical records are securely stored using approved clinical documentation systems.

13.3 Third-Party Systems

The Clinic may use secure third-party software to support consultation documentation, record keeping and administrative processes.

13.4 Professional Confidentiality

The Clinic maintains patient confidentiality for patient care.

As part of good clinical practice, your practitioner may, where appropriate, seek professional advice or discuss aspects of your care, treatment outcome, clinical presentation or a complication with another suitably qualified healthcare professional, colleague, supervisor or professional mentor for the purposes of clinical advice, peer support, professional development or the safe management of your care. Any such discussion will be conducted with appropriate regard for patient confidentiality. Information shared will be limited to that which is reasonably necessary for the purpose of the professional consultation. By booking a consultation or treatment with the Clinic, you acknowledge and agree that your practitioner may seek such professional consultation where they consider it appropriate in the exercise of their professional judgement.

13.5 Patient Rights

You have the right to access your personal information and exercise your data protection rights in accordance with applicable legislation. 

14. OUR RESPONSIBILITY TO YOU & LIMITATION OF LIABILITY

14.1 Our Standard of Care

The Clinic will exercise reasonable skill and care in providing its services with accepted clinical standards and applicable professional obligations..

14.2 Recognised Risks & Complications

All medical treatments carry recognised risks, side effects and potential complications. While The Harmonia Clinic will exercise reasonable skill, care and professional judgement in providing consultations, treatment and aftercare, recognised side effects or complications may occur despite treatment being provided in accordance with accepted clinical standards. The occurrence of a recognised side effect or complication does not, of itself, indicate that treatment was performed incorrectly or negligently.

14.3 Limitation of Liability

Subject to applicable law, the Clinic shall not be liable for:

• dissatisfaction with an aesthetic outcome where treatment has been provided with reasonable skill, care and professional judgement;
• recognised risks, side effects or complications that occur despite treatment having been provided with reasonable skill, care and professional judgement;
• loss or adverse outcomes arising directly from inaccurate, incomplete or misleading information provided by you;
• loss or adverse outcomes arising directly from a failure to follow reasonable clinical advice, your Treatment Plan or aftercare;
• loss or adverse outcomes arising directly from your failure to engage appropriately with the aftercare process
• treatment, advice or clinical management provided by someone else or another healthcare professional
• indirect or consequential losses, including loss of income, profit, business or other economic loss, to the extent that such liability may lawfully be excluded or limited.

14.3 Treatment Outcomes

Aesthetic treatments are subject to individual variation and personal perception. Dissatisfaction with a treatment outcome does not, of itself, indicate that the treatment was performed incorrectly or negligently, nor does it entitle a patient to a refund, complimentary treatment or compensation.

14.4 Statutory Rights

Nothing in these Terms and Conditions excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited under applicable law. 

15. GOVERNING LAW & JURISDICTION

15.1 Governing Law

These Terms are governed by the laws of England and Wales.

15.2 Jurisdiction

Any dispute arising from these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.

15.3 Severability

If any provision of these Terms and Conditions is found to be invalid, unlawful or unenforceable, that provision shall be treated as severed from these Terms and Conditions to the extent necessary. The remaining provisions shall continue in full force and effect. 

16. AMENDMENTS TO THESE TERMS

16.1 Amendments

The Clinic may amend these Terms from time to time. Updated versions will be published on the Clinic's website.

16.2 Continued Use

By continuing to use the Clinic's services following publication of revised Terms, you agree to be bound by the updated Terms where legally applicable.