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Terms & Conditions

Welcome to our website. If you continue to browse and use this website, you are agreeing to comply with and be bound by the following terms and conditions of use, which together with our privacy policy govern The Harley Medical Group’s relationship with you in relation to this website. If you disagree with any part of these terms and conditions, please do not use our website.


Game. Set. Match. JUly Offers

  • Offer subject to full consultation and client suitability
  • Offers are applicable to new treatments only and are non-transferable
  • Offer applicable on singles and packages for Laser Hair Removal
  • Offers cannot be accumulated
  • Laser Hair Removal offer applicable only on advertised body area and time frames
  • Offer applicable for 4 or 8 pack for Promax Body and 3 pack for Promax Face and Neck
  • Promax is only available in Harley St, Liverpool St, Wimbledon, Chelmsford, Birmingham, Manchester
  • Finance cannot be used with these offers
  • Offer is subject to availability
  • Excludes: Dermatology, Obagi, Dermaquest skincare products
  • Cannot be used in conjunction with any other offer
  • The Harley Medical Group reserves the right to withdraw this offer at any time.
  • First treatment must be booked and paid for before 31/07/2018 and delivered by 31/08/2018
  • Offer ends at 8pm on 31/07/2018

Dermaquest Stem Cell Rebuilding Complex, £5 for Surgical Clients

  • Offer subject to full consultation and client suitability 
  • Offer only available for Surgical clients
  • Offer can be redeemed in clinic or on our webshop: harleymedical.co.uk/shop 
  • Offer can only be redeemed once and are non-transferable
  • £5 off full sized product for Dermaquest Stem Cell Rebuilding Complex worth £67, 1FL OZ / 28.3ml
  • Offer code cannot be used against any other product or treatment
  • Offer is subject to availability
  • Cannot be used in conjunction with any other offer
  • The Harley Medical Group reserves the right to withdraw this offer at any time

20% OFF FOR LOCAL BUSINESSES

  • Offer subject to full consultation and client suitability
  • Only available for first treatment, singles and packages
  • Cannot be used in conjunction with any other offer
  • Cannot be used against Obagi or Dermaquest products
  • Botox & Fillers: does not apply to Botox, Hyaluronidase or Teosyal
  • Botox & Fillers: Dr Naylor is excluded from this offer
  • 0% finance cannot be used with this offer
  • Only available to local businesses around our Liverpool St, Wimbledon, Chiswick and Brighton Clinics
  • Only available upon showing Business Cards with the following Postcode: Liverpool St: EC1A, EC2A, EC3A and EC4A, Wimbledon: SW19, Chiswick: W4, W6, Brighton: BN1, BN2, BN41, BN42, BN45, BN50
  • Available to staff and clients and Anytime Fitness, Chelmsford – clients must show Anytime Fitness Key Fob 
  • Offer is subject to availability
  • The Harley Medical Group reserves the right to withdraw this offer at any time

0% Finance for sURGICAL Procedures

  • 0% Finance on selected Surgical Procedures.
  • Minimum deposit £500
  • Offer subject to full consultation and patient suitability.
  • Available for new procedures booked only.
  • Rhinoplasty procedures are excluded from 0% finance
  • Subject to finance acceptance.
  • 0% finance for 12 month payment agreement only.
  • Standard Finance Terms and Conditions apply.
  • The Harley Medical Group reserves the right to withdraw this offer at any time.
  • Rhinoplasty procedures are not eligible for 0% finance

TREATMENT Gift Voucher

  • Please present voucher at first consultation.
  • Voucher subject to full consultation and patient suitability. 
  • Voucher is only available for new treatment bookings only and can only be redeemed once. 
  • Voucher cannot be used in conjunction with any other offer. 
  • The voucher can only be used on laser & skin treatments over £150. 
  • Valid for 6 months from date when first issued.
  • The voucher cannot be exchanged for cash. 
  • The voucher cannot be used on any Skincare, Obagi and Dermaquest products. 
  • Offer not applicable on Botox and Fillers
  • The Harley Medical Group reserves the right to withdraw this offer at any time. 

Birthday Gift Voucher

  • Please present voucher at first consultation
  • Voucher subject to full consultation and patient suitability. 
  • Voucher is only available for new treatment bookings only and can only be redeemed once. 
  • Voucher cannot be used in conjunction with any other offer. 
  • The voucher can only be used on laser & skin treatments over £100. 
  • Botox is excluded from this offer
  • Valid for 3 months from date of issue.
  • The voucher cannot be exchanged for cash. 
  • The voucher cannot be used on any skincare and Dermaquest products. 
  • The Harley Medical Group reserves the right to withdraw this offer at any time.
  • Offer not applicable on Dermaquest skincare products.
  • Can be used against dermal fillers with a nurse or nurse prescriber only.
  • Offer not applicable on Botox injections.
  • Offer only applicable on the Vycross Fillers.
  • Offer not applicable on Obagi products.

POLYCYSTIC OVARY SYNDROME - PCOS

  • Offer subject to full consultation and patient suitability
  • Offer is subject to availability 
  • Patient must supply letter from General Practioner (GP) providing proof of Polycystic Ovary Syndrome (PCOS) prior to first treatment.
  • The Harley Medical Group reserves the right to withdraw this offer at any time
  • Cannot be used in conjunction with any other offer.
  • Offer excludes skin care products.

NHS Staff

  • Offer subject to full consultation and patient suitability 
  • Offer is subject to availability 
  • Patient must supply proof of current employment within the National Health Service (NHS) within the UK
  • The Harley Medical Group reserves the right to withdraw this offer at any time
  • Offer excludes all prescription based treatments (e.g. Botox and Obagi)
  • Cannot be used in conjunction with any other offer.
  • Offer excludes skin care products

Armed Forces

  • Offer subject to full consultation and patient suitability 
  • Offer is subject to availability 
  • Offer excludes all prescription based treatments (e.g. Botox and Obagi) 
  • Patient must supply proof of current employment within the British Armed Forces (Navy, Merchant Navy, Army, Royal Air Force, Reservists, Territorial Army) 
  • Spouses of personnel must provide proof of marital status
  • The Harley Medical Group reserves the right to withdraw this offer at any time
  • Offer excludes skin care products

48 Hour cancellation or reschedule policy

To ensure that we can continue to provide the highest levels of service and care for all our clients, our team will take credit or debit card details to secure your appointment.  No money will be taken from your account as our consultations are free of charge and without obligation.  However, if you cancel your consultation under 48 hours or do not arrive at to your scheduled consultation then a £25 administration fee will be charged to your card. 


Website Terms and Conditions

The term ‘The Harley Medical Group’ or ‘us’ or ‘we’ refers to the owner of the website whose registered office is 2 A C Court, High Street, Thames Ditton, Surrey. KT7 0SR. Our company registration number is 9278443. The term ‘you’ refers to the user or viewer of our website.

The use of this website is subject to the following terms of use:

  • The content of the pages of this website is for your general information and use only. It is subject to change without notice.
  • This website uses cookies to monitor browsing preferences. If you do allow cookies to be used, the following personal information may be stored by us for use by third parties:
    • name and job title
    • contact information including email address
    • demographic information such as postcode, preferences and interests
    • other information relevant to customer surveys and/or offers
  • Neither we nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any particular purpose. You acknowledge that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.
  • As part of our ongoing aim to improve our services we may capture your activity while on the website to review and implement findings. We will not capture and retain any personal details including name, email, address, telephone number or area of interest. 
  • Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any products, services or information available through this website meet your specific requirements.
  • This website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance and graphics. Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions.
  • All trademarks reproduced in this website, which are not the property of, or licensed to the operator, are acknowledged on the website.
  • Unauthorised use of this website may give rise to a claim for damages and/or be a criminal offence.
  • From time to time, this website may also include links to other websites. These links are provided for your convenience to provide further information. They do not signify that we endorse the website(s). We have no responsibility for the content of the linked website(s).
  • Your use of this website and any dispute arising out of such use of the website is subject to the laws of England, Northern Ireland, Scotland and Wales.

Click for Shop Terms and Conditions


visiting the clinic

At The Harley Medical Group we cannot accept responsibility for children in any of our clinics or hospitals, we would therefore politely request that you refrain from bringing children with you for health and safety reasons. We understand however that under certain circumstances this is unavoidable, in these circumstances please ensure there is a parent or guardian available to supervise the child at all times.  Thank you.


Complaint  Policy summary

The Harley Medical Group aims to provide all Patients with the highest standards of care and customer service. If we fail to achieve this, we listen carefully and respond to complaints swiftly acknowledging any mistakes and rectifying them so that we can make improvements to our service. 

  1. The complaints full policy is made available to Patients, their affected relative or a representative when they first raise concerns about any aspect of the service they have received. 
  2. Responses at all stages are made quickly:
    • A member of staff will telephone the Patient on the same day that we are made aware of the complaint
    • A full reply can be sent within 5 working days
    • A detailed written response will be sent within 20 working days
    • Where there are delays and the investigation is still in progress a letter will be sent explaining the reason for the delay to the Patient at a minimum every 20 days

 

THMG has a 3 stage process for handling complaints:

Stage 1: Local Resolution (Clinic Manager and Regional Operations Manager)

All complaints should be raised directly with the Clinic Manager in the first instance and should normally be made as soon as possible / within 6 months of the date of the event complained about, or as soon as the matter first came to the attention of the complainant.

The Patient will be given a copy of our complaints procedure and invited to attend a face to face meeting with the Clinic Manager and other relevant parties to talk through their concerns and to try and resolve the issue at an early stage.

The Clinic Manager will go through a thorough process of investigation to include reviewing the case in detail and taking statements from all staff members / doctors concerned. The Clinic Manager responds directly to the person who has made the complaint (following review by the Regional Operations Manager) whether the complaint was made verbally, by letter, text or email, however we do not respond to complainants via email.

 

Stage 2: Complaint Review (an Independent Regional Operations Manager)

Patients who remain dissatisfied with the outcome of stage 1 may request in writing within 6 months to have their complaint moved to stage 2 where the handling of the complaint will be reviewed by.

A Regional Operations Manager within the Company who has not been involved with the complaint at stage 1.  The Regional Operations Manager will interview staff concerned and review all documentation to form an independent view of the handling of the complaint. The Regional Operations Manager will respond directly to the Patient either upholding or not upholding the complaint. For Surgical Patients the decision must be approved by a THMG Director.

 

Stage 3: Treatment Patients (Operations Director)

Patients who remain dissatisfied with the outcome of the complaint handling review at stage 2 can make a request in writing within 6 months to THMG Operations Director.

Stage 3: Surgical Patients - Independent External Adjudication by (ISCAS) the Independent Sector Complaints Adjudication Service www.iscas.org.uk

Patients who remain dissatisfied with the outcome of the complaint handling review at stage 2 can make a request in writing within 6 months of the final response to stage 2 for independent adjudication. ISCAS will only become involved if the first two stages of the process have been completed, as confirmed by a THMG Director; ISCAS will, in the first instance liaise with THMG to establish this.