Appointment policy

Appointment booking

Clients can contact Skin HQ through telephone, email or social networks for enquiries and appointment bookings. Clients can also book their own patch tests and treatments through our online booking system.

We kindly ask that clients arrive around 10 minutes prior to the appointment. This allows time for the correct medical and consultation forms to be completed and for our therapists schedules to run smoothly.

Cancellation policy

We kindly ask that all clients who wish to cancel their appointment, telephone us at least 24 hours before the scheduled appointment. If less than 24 hours notice is given, then that treatment or session will be lost and is non-refundable or non-transferrable to another date.

Our online booking system will not allow you to cancel or re-schedule your appointment within 24 hours of your appointment.

Late policy

Clients that will arrive late to their appointment, must let the clinic know via telephone as soon as possible. We will always try to accommodate our clients, however please understand that we may not be able to provide the full treatment time. 

No-show policy

Clients that fail to attend their appointment without giving any notice will lose their treatment or session. The treatment or session will be non-refundable or non-transferrable to another date.


We work tirelessly to ensure that our clients have an outstanding experience at our clinics. There may be some occasions, where unfortunately we have to reschedule an appointment and we don’t take this option lightly. It is not uncommon to have a different therapist for each appointment, however if a client wishes to have the same therapist for each appointment please just let us know.

Refund policy

Sale treatments and courses

Discounted and sale items are non-refundable, unless the client is unsuitable based on medical grounds. In this scenario, a doctors note must be provided.

Full price treatments and courses

If a full-price course or treatment has been purchased but unused, it is valid for a refund. If a full-price course of treatment has been partially used, the remaining sessions are non-refundable however they may exchanged for another treatment of the same monetary value.


Clients who are signed up to a Skin HQ Membership must pay their first instalment before they receive any treatment. To allow time to start seeing results, clients must be signed up to their membership for a minimum of 6 months. After this, the membership is a month-by-month rolling agreement. If a client wishes to cancel their membership within the first 6 month period, this will only be agreed to on the grounds of medical reasons.

Clients are not permitted to cancel their own direct debits. If this is done, a charge will incur. To cancel a Direct Debit, clients must contact Skin HQ via telephone at least 14 days prior to the next payment date, failure to do so will result in the next payment coming out.

Our memberships have been designed to provide an affordable option of receiving treatments. In the event that a client cannot attend their appointment, they will still be liable to pay for that monthly instalment. Memberships still abide by our cancellation, late and no-show policy.

Appointment Preparation

Patch test

If a client hasn’t received laser hair removal with us before, the client must have a patch test before receiving any treatment.

The client must shave a small patch in the areas that they wish to have treated 12-24 hours before the consultation and patch test. If the consultation and patch test is for a full body package, the client must shave a patch on the forearm and lower leg. If the client is looking for their face to be treated, a patch on the chin and the back of the neck must also be shaved.

Laser hair removal (before treatment)

We kindly ask all clients to ensure that body hair is shaved, we recommend 12-24 hours before the appointment. If a client attends their appointment and is unshaven, our therapists may deem the client as untreatable. In this event, we reserve the right to turn the client away and therefore, the session will be lost.

We kindly ask that all clients have removed all fake tan, body creams and deodorant before having treatment. If a client is receiving laser treatment on the facial area, we kindly ask that make-up and creams are removed before the appointment.

Laser hair removal (during course of treatment)

If a client is undergoing a course of laser hair removal, we advise the following:

  • Avoid sitting in direct sunlight to prevent getting a natural sun tan
  • Avoid wearing fake tan
  • Only shave between treatments, do not wax or pluck hairs
  • Wear a minimum of SPF 30 at all times

If any of the above are not adhered to by the client, our therapists may deem the client as untreatable. In this event, we reserve the right to turn the client away and therefore, the session will be lost.

Facial treatments

If clients are able to remove make-up and facial creams before facial treatments, then this would be hugely appreciated as it allows more time for the treatment itself. If clients are unable to removal make-up and facial creams before treatments, then our therapists will be able to remove this for you.

Medical Changes

If a clients has medical circumstances have changed, then the client must let the clinic or therapist know as soon as possible. Some medical conditions, like pregnancy, leave the client unable to receive some treatments from us. In these scenarios, clients may transfer their treatment to a suitable one for their medical condition or pause their membership.