Terms & Conditions

The terms and conditions of this Patient Contract apply to all services and procedures carried out by Skin and Follicle. These terms and conditions take precedence over the contents of any literature or written material provided by Skin and Follicle to the Patient where such contents conflict with these terms & conditions.

  • Definitions

“the Company” means Surgen Ltd trading as Skin and Follicle

“Patient Information” refers to the information supplied by Skin and Follicle to its patients both in brochure and in letter form

“Procedure” refers to the medical procedure to be carried out by a Doctor, Surgeon or Therapist and could include if necessary, the activities of an Anaesthetist engaged by the patient and who holds a Practising Privileges Agreement or Surgeon or Doctor contract or is in some other way permitted to carry out medical procedure activities at Surgen LTD/S premises.

“Surgeon, Doctor or Therapist” means the person holding themselves out to be a qualified medical practitioner registered with an appropriate body (e.g. The General Medical Council)

“Patient” means any person who has entered into a contract with Skin and Follicle for the non-surgical aspect of a Procedure – with the surgical outcome being the responsibility of the Surgeon, Doctor or Therapist and/or anaesthetists, if required, with whom the patient also contracts.

Non-surgical aspects of a procedure mean the services provided by Surgen Ltd, namely the provision of the premises, the theatre and the pre-operative assessment with Skin and Follicle for the post-operative nursing care. It does not include the pre-operative and post-operative consultation and/or advice and/or treatments (Which include decisions on medication and discharge of the patient), which remain with the appropriate admitting practitioner

“Pre-booking” means a booking and payment made prior to the consultation with a Surgeon, Doctor or Therapist

“Initial After Care Period” means the aftercare included within the cost of your procedure. The duration varies by procedure and is defined on your own Personal Quotation

“Cost” is Total Surgery Price as detailed on the quotation

“Consultation” as a surgical aspect of the procedure is a pre-operative meeting between the patient and the Surgeon, Doctor or Therapist at which the patient’s suitability for the procedure is considered. Consultation with a Patient Advocate and/or member of staff should be regarded as merely assisting the patient to make an informed choice about the procedure. The Patient Advocate and/or member of staff is unlikely to be a doctor and any advice he/she gives should in any event, be regarded as purely of a general non-medical nature.

“Premises” means any hospital, clinic or other building or part thereof, under the ownership, occupation, or management of Surgen Ltd.

“Hair Restoration Plan” includes surgical grafts and hair medication therapy as detailed on the Personal Quotation

“Additional Grafts” are any extra grafts taken on the day of surgery in excess of a Hair Restoration Plan

  • Obligations and Warranties

Skin and Follicle warrants that before inviting a Surgeon, Doctors, Therapist or Anaesthetist, if necessary, to receive Practising Privileges rights or a surgeon’s, doctors or anaesthetist’s contract permitting the said person to practice at Surgen Ltd premises. Surgen Ltd confirms that the person is registered with the General Medical Council and ensures that Surgen Ltd have seen a copy of a private practice indemnity insurance cover Certificate which is current at the date of granting practising privileges rights, or a Contract, or other such agreement which permits him/her to practice such procedures. Surgen Ltd does not usually obtain copies of the whole of the private practice medical indemnity insurance policy document nor does it make any warranties in respect of the content of the same, save as set out above.

All Surgeons, Doctors, Therapist or Anaesthetists are self-employed contractors are themselves responsible for maintaining their registration with the General Medical Council and maintaining full private practice medical indemnity insurance policy insurance. It is recommended that the patient independently checks the most up to date position with regards to the practitioner’s registration with the General Medical Council and his/her private practice medical indemnity insurance position before undergoing any procedure.

All Surgeons, Doctors, Therapist and Anaesthetists which Skin and Follicle may from time to time introduce to the patients are self-employed, and as such, make their own clinical decisions atall times, and are responsible for the outcome of surgery and the surgical aspects of the procedure. The Surgeons, Doctors, Therapist and Anaesthetists fees are included in the quoted price and Skin and Follicle act as their agent in the collection of them. On rare occasions The Surgeon, Doctor or Anaesthetist and the clinic may invoice you separately, but the total will not be more than that shown in the quotation.

The patient’s warrant no cause of action will accrue against either Skin and Follicle or Surgen Ltd for any aspect of the surgical procedure carried out by the Surgeon, Doctor, Therapist and/or Anaesthetists

The patient warrants that he or she will read the patient information provided in order to fully understand the range of possible outcomes of the proposed procedure.

Skin and Follicle will provide all post-operative medications required relevant to your procedure (i.e. antibiotics, painkillers and potentially an anti-inflammatory) as prescribed by the relevant Surgeon or a Doctor as outlined on your procedure plan

Additional grafts for a Hair Restoration surgery may be discussed, quoted and agreed on the day of surgery at extra cost. These are beyond the original treatment plan.

  • Patients Obligations

This contract is conditional upon the acceptance of the Patient by the Surgeon, Doctor or Therapist based upon information given by the Patient during the Initial Consultation and subsequent surgical consultation. The decision to carry out surgery shall be at the discretion of the Surgeon, Doctor and therapist Skin and Follicle treatment can only be given where satisfactory payment has been received at least 21 days prior to surgery (or as soon as possible for surgery booked less than 21 days in advance, but always prior to surgery)

Payment for any additional grafts agreed on the day of surgery must be made prior to surgery taking place

The patient acknowledges that the Patient Advocate is not a Doctor, Surgeon or Therapist. Any advice that the Patient Advocate may give is purely of a general non-medical nature. If the Patient has any medical queries, then this should be raised at the surgical consultation.

The Patient agrees to provide the Surgeon, Doctor, Therapist or any clinical staff with a health history that is honest, accurate, reliable and complete. The Patient understands that withholding any medical information could be detrimental to his or her health and safety and may result in cancellation of the procedure with no refund. The Patient agrees that if any change occurs in his or her health medical history or status to inform the Doctor, Surgeon or Therapist as well as Skin and Follicle without delay and to keep the Surgeon, Doctor or Therapist along with Skin and Follicle informed.

Payment by credit card is charged at a rate of 3%

The minimum age for any consultation or surgical procedure is 18 years of age

Any patient who requires treatment with a Surgeon, Doctor or Therapist and brings a child with them must also be accompanied by another adult to chaperone the child whilst the patient is being treated. Failure to bring an adult chaperone with any child will result in the treatment being cancelled and loss of value pack treatment or deposit. No children under the age of 16 years must be left unattended within the clinic at any time.

  • General Obligations

Skin and Follicle reserves the right to alter the Patient’s admission date and/or outpatient appointments although such changes will be avoided wherever possible. The patient agrees that no consequential loss will be payable for the such cancellation of any procedure/appointment.

The Patient agrees that in signing this set of Terms and Conditions and any Pre-Operative Medical Notes that he/she has understood the terms and has been given opportunity to seek explanation. The Pre-Operative Medical Notes are designed to ensure that you and your Practitioner are fully agreed as to the procedure that has been planned for before your operation and that you understand all the potential risks and benefits. You must sign the form before surgery commences. The Patient accepts that Skin and Follicle’s liability for breach of liability is limited to the operation cost.

The Patient will be required to sign a Medical Consent Form at the clinic prior to surgery.

  • Consultation Fees

When booking a consultation, we take A fully refundable deposit of £50 for most consultations booked with a Surgeon or Doctor. Notes: – Cryoshape consultation will not receive a refund on attendance as this consult is chargeable at £150.

All Doctor/Surgeon patients will receive one free of charge consultation;subsequent consultation will be subject to a £50 fee.

We take a fully refundable deposit of £25 when booking in a

single treatment with, this is refunded should you need to cancel, or when you attend the deposit will be deducted from your consultation or treatment cost. We kindly ask that you call us 48 hours before your appointment should you need to cancel or reschedule. Failure to give the full notice will result in the deposit being taken by the clinic.

  • Rescheduling/Cancellations

Rescheduling- if you need to reschedule your surgery date, an administration fee will apply as follows: 14 days or more notice £75, 13 days or less notice £250. This policy does not affect the 14-day period of reflection (section 6.2)

Cancellations of surgery booking- we recommend that you consider all aspects of your procedure for at least 14 days after your initial consultation with a Surgeon, Doctor or Therapist. For up to 14 days following your initial consultation, should you wish to cancel your procedure are fully refunded, with the provision that  the Company has been notified by recorded or guaranteed post to Skin and Follicle, 214D Hagley Road, Birmingham B16 9PH. The Company reserves the right irrecoverable costs incurred for arranging transport/travel. After the 14 day period of reflection, the following monies would be retained/ payable to defray some of the costs incurred: Cancellations made over 2 weeks prior to surgery date- 25% of the total cost; Cancellations made 8-14 days prior to the date of surgery – 50% of the total cost; Cancellations made 7 days or less prior to the date of surgery – 75% of the total cost.

Cancellations of aesthetics booking- failure to cancel or reschedule at least 48 hours before your appointment will result in the loss of the treatment from your value pack or deposit being redeemed. If you are unable to attend your appointment, please contact us immediately on 0121 454 7002.

Cancellations made for medical reasons- cancellations necessary due to previously unknown medical conditions will be rescheduled where possible. If after reasonable consideration the indicated medical condition prevents rescheduling of the procedure, then refund of the monies paid will be given in full to the patient. Cancellations made due to pre-existing medical conditions which were known by the patient but undisclosed prior to booking the procedure will be refunded in line with (section 6.2)

If the procedure is abandoned intra-operatively due to unforeseen medical conditions, Skin and Follicle will retain enough monies to cover the costs incurred by the Company as reasonably deemed fit and in accordance with the conditions detailed in 3.1 and 4.4.

Value packs are only refundable for medical reasons. Any refund is calculated by deducting the full list price of all treatments already taken, with the difference returned to you.

  • Treatments

Skin and Follicle guarantee the best standard of treatments, customer service and experience however we don’t guarantee expected results. Results may vary from person to person

All treatments purchased as a course must be paid for in advance of the first treatment. All treatment courses must be taken within 12 months of the date of purchase; any treatments left untaken after 12 months will be forfeited.

We require that you fully shave the area that will be treated with laser. This is for your own safety. Failure to prepare for the session may result in loss of session or cancellation fee of £15

Please be advised make-up, deodorant, perfume, and oil-based products must be removed prior to treatment. Practitioners will cleanse the area; however, we cannot be held responsible for all the above products that may lay dormant in the pore and can cause an adverse reaction.

Routine review appointments are offered after treatment with Botulinum Toxin as a courtesy. If you are unable to attend the review appointment at 2-3 weeks, no additional treatment or ‘top up’ is provided once the review period of 2-3 weeks has passed.

  • Complaints/Readmission

The complaints procedure is available on request from our manager. If you have a complaint regarding any aspect of your treatment, we recommend that you discuss this with the manger in the first instance. Skin and Follicle may refer the complaint for independent mediation. Referral will be conditional on the basis that both parties are bound by the outcome. Skin and Follicle may be responsible to fund the mediation. The patient agrees that all medical records can be released to the appointed Arbitration Officer. Settlements reached using this method will be considered by the skin and Follicle as full and final settlement.

Aftercare- The initial aftercare period will include standard post-surgical review appointments within the term specified in your plan. Please see on our website for full details of your aftercare policy. You may wish to ask for a copy for your records. We do reserve the right to change our aftercare from time to time, if in any doubt the aftercare policy in force at the time of your booking will be applied to you. After the initial aftercare period, appointments and any subsequent investigations and/or treatment will be quoted and charged separately.

Readmission- If, your surgeon/ doctor decides that the results of a hair transplant are acceptable within the normal limits of surgery, then further surgery would incur the full fee. If, however, your surgeon agrees that further surgery is needed in order to assist you in achieving the results anticipated, Skin and Follicle will consider making contribution to the surgical costs. For 3 years after your hair transplant, Skin and Follicle will assess the circumstances of each patient separately in determining the basis on which further surgery may be provided at any discount. Skin and follicle will make the ultimate decision in readmissions and the Company/s decision is final.

The complaints/readmission policy is limited to the original Hair Restoration plan. The patient acknowledges that results of surgery can take 12-15months for final growth. Hair loss is progressive and more native hair may be lost during this period. Full hair restoration may require further surgeries and a staged approach.

If the patient fails to follow advice and guidance given (both pre- and post-operative) or to attend review appointments; or where the results of the surgery originally provided have been affected by changes in lifestyle, illness or the natural aging process, Skin and Follicle cannot commit to providing continuing surgery at special rates.

  • Confidentiality

 Skin and Follicle and Surgen Ltd agree that all matters relating to the patient’s treatment will be kept confidential, save where Skin and Follicle and Surgen LTD are required to disclose such material to relevant members of medical staff at Skin and Follicle and Surgen Ltd and/or relevant government authorities be they regulatory or otherwise and/or in circumstances where the patient is deemed to have either explicitly or impliedly waived his/her rights to confidentiality.

The Patient confirms his or her consent to the disclosure of personal information by Skin and Follicle and Surgen Ltd to Surgeons, Doctor, Therapist and anaesthetist and other medical staff for the purpose of discussing patient’s treatment

If Required, the manager will provide you with the policy on access to medical records

Throughout your treatment journey, your Surgeon, Doctor or Therapist will take photographs. They will remain with the surgeon or Doctorand neither Skin and Follicle and Surgen Ltd will be able to supply copies

  • Jurisdiction

The laws of England and Wales shall apply to this contract and the courts of England and Wales shall have exclusive jurisdiction

Skin and Follicle reserve the right to change the terms and conditions at any time. The latest Terms & Conditions are available on request from our manager.