Terms of service

1. Introduction

Welcome to The Wellness Zone Limited t/a KLNIK (“we”, “us”, “our”), our services and our products are on our website or from our reception before you book an appointment or order products. We will also confirm the key information to you in writing at the time we take you order, by email. These Terms and Conditions (“Terms”) govern your use of our website and services. By accessing or using our website or services, you agree to comply with and be bound by these Terms. If you do not agree with any part of these Terms, please do not use our website or services. KLNIK’s registered office for correspondence is The Colony, Wilmslow, Cheshire, SK9 4LY.

2. Definitions

• “You” refers to the user or viewer of our website, or the client, as the context requires.
• “Services” refers to the offerings provided by The Wellness Zone t/a KLNIK., including but not limited to products, treatments, consultations, and appointments.

3. Use of Website

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

• The content on this website is for general information purposes only and may change without notice.
• We do not guarantee the accuracy, timeliness, or completeness of any information on this site.
• Your use of any information or materials is entirely at your own risk. It is your responsibility to ensure that any products, services, or information meet your specific needs.

4. Intellectual Property

• All content, design, layout, graphics, and appearance on this website are owned or licensed by us.
• Unauthorized use may lead to legal action for damages or criminal prosecution.

5. Availability of Services

We strive to keep our services available at all times. However, service availability may change without notice due to various factors, including technical issues or maintenance. We will inform you as soon as possible if any service becomes unavailable after you have booked or purchased it.

KLNIK SERVICES AND PRODUCTS

KLNIK provides a range of non-surgical and minimally invasive treatments, some of which involve injections, dermabrasions, lasers, cryolipolysis, HIFEM, and micro-needling.  KLNIK additionally offers thermal energy and it will soon offer IV vitamins and other products and services.

TREATEMENTS MAY VARY SLIGHTLY FROM THEIR PICTURES  
 
The outcome colour of certain treatments may not exactly match that shown on your device or in KLNIK’s marketing materials.  Additionally, the packaging of skin care products might vary from those shown in marketing materials due to changes by the manufacturer.   

YOU ARE RESPONSIBLE FOR MAKING SURE YOU INFORM US OF ANY MEDICAL CONDITIONS OR ALLERGIES  
 
Prior to receiving any treatment or purchasing skin care products, you are responsible for informing the treating practitioner if you are pregnant, breastfeeding or if you have any relevant medical conditions or allergies.  Any information you provide to KLNIK will be treated in strict confidence.  

You have a legal right to change your mind where you have booked a treatment online or over the telephone unless you have specifically waved this right. Treatment cancellations should be made by telephone or by using the KLNIK WhatsApp 07368544518 or email info@klnik.co.uk. This will be in keeping with our refund policy. Please read and make yourself aware of these conditions that you are bound to when accessing our services.

WHEN YOU CAN’T CHANGE YOUR MIND

You can’t change your mind and cancel:
 
• A consultation with Dr Rosh in KLNIK once this has been booked , although at its sole discretion, KLNIK may allow you to move the consultation to a new date/time;
• Where having booked, you cancel within 14 days of the treatment date;
• You have already received the booked treatment;
• Once you have started a course of treatments.
• Once skin care products have been despatched to you, even if they do not appear to have been opened, unless the product is found to be of unsatisfactory quality, unfit for its purpose, or it is not as described on KLNIK’s website or in marketing materials; and
• If there is a problem with posting of your treatment, we will give you the reference to liaise with Royal mail or the relevant provider.
• Products that are made to your individual specifications or are clearly personalised.  
• If you do not attend for your treatment. It is worth remembering often consumables costs would have been incurred by KLNIK as they prepare for your treatment. 
• To let us know that you want to change or request to cancel a treatment, contact our Reception Team on 01625 362 200 or KLNIK WhatsApp 07368544518 or fill in the online form at https://klnik.com/contact.
• You can see more detail at our refund policy. 

YOUR RIGHTS IF THERE IS SOMETHING WRONG WITH A TREATMENT OR SKIN CARE PRODUCT  
 
If you think there is something wrong with a treatment you have received or a skin care product that you have purchased, you must or contact our Reception Team on 01625 362 200 or KLNIK WhatsApp 07368544518  at the earliest opportunity or return the product to one of our clinics at the earliest opportunity.  One of our team will contact you to discuss your concerns and we will ensure that your legal rights which are summarised below and are subject to certain exceptions, are fully protected.  

We will only replace skin care products or provide you with a refund on such products where that product is not as described, it is not fit for purpose, or it is not of satisfactory quality and you have notified us of the problem within 30 days of purchase. Remember once skin care has been taken off site or opened, we are then unable to re sell this product. 


6. Appointments and Cancellation Policy

• Booking and Consultation Fees: A consultation fee is required to secure your appointment. This fee is non-refundable, as it covers the time and resources reserved for your treatment, including administrative preparation.
• Cancellation and Rescheduling: We require at least 5 working days notice if you need to reschedule your appointment. Failure to provide adequate notice will result in the forfeiture of your consultation fee and, if applicable, a £50 cancellation fee. We endeavour to send reminders via SMS and email 24 hours before your appointment, but these should not be relied upon as the sole reminder of your commitment.
• Late Arrivals: Please arrive at least 10 minutes before your appointment to complete any necessary paperwork. Late arrival may result in a reduced treatment time or the need to reschedule, which may incur additional fees.

7. Refund Policy

• General: All treatments must be paid for in full prior to the first session, unless a financing option has been arranged. All sales of discounted items and special offers are final and non-refundable.
• Prepaid Treatment Packages: Refunds on prepaid treatments are only available for medical reasons and must be requested within 14 days of purchase. After this period, refunds will be considered only on a case-by-case basis and may be subject to deductions based on the list price of individual sessions. This is not applicable if the course was booked in clinic. 
• Gift Cards: Gift cards are non-refundable and cannot be exchanged for cash. They are valid for 12 months from the date of purchase and cannot be redeemed on the day of purchase.

8. Liability and Disclaimer

• Limitation of Liability: We are not liable for any direct, indirect, incidental, or consequential damages arising from the use of our services or website.
• Medical Disclosure: It is your responsibility to disclose all relevant medical information prior to each treatment. We will not be liable for any adverse effects resulting from undisclosed medical conditions.
• Client Responsibilities: You agree to follow all instructions provided by our technicians regarding pre-treatment and post-treatment care.

9. Complaints and Dispute Resolution

• Complaints Process: If you have a complaint, please contact our Clinic Manager. We aim to resolve all complaints swiftly and to your satisfaction. If necessary, complaints may be escalated to our Registered Manager. If unresolved, you may contact citizen advice bureau for further assistance.
• Dispute Resolution: In the event of a dispute, we encourage you to work directly with us to resolve the issue amicably.
• The KLNIK team strives to provide our clients with a world leading service.  However, in the unlikely event that you have a complaint about the treatment you have received or the skin care product you have purchased from KLNIK, our Reception Team and your practitioner will do their best to resolve any problems you have.
• It is KLNIK’s policy to resolve disputes quickly and without the need for legal action.  Where both parties agree, we will seek to use alternative dispute resolution, a process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. 
• If having first complained to KLNIK’s reception team or your practitioner we are unable to resolve your complaint, you can submit a complaint to DrRosh@klnik.co.uk.
• These terms are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us that country’s courts. We can claim against you in the courts of the country you live in.

10. Payment Policy

• Please note that an acknowledgement of a treatment booking or order for skin care products implies an obligation on you to pay for that treatment or product. 
• At your first consultation we will discuss with you the treatments that meet your needs and are suitable, together with a breakdown of the costs, which will be confirmed to you in writing.  There are no hidden costs involved.  
• You may receive a significant discount on the single treatment price when you book a course of treatment at KLNIK. This will result in staff and treatment areas being allocated to you, both of which will then not be available to other clients during the same time slots.  
• Payment Terms: All treatments must be prepaid in full unless a financing option has been arranged. We do not accept cash payments. Any applicable discounts or promotions cannot be combined unless explicitly stated.
• Instalment Plans: If you opt for a financing option, payments must be made as agreed upon in your financing contract.
• Sometimes KLNIK has to refuse treatment to clients on individual clinical and/or aesthetic grounds and we reserve the right to refuse to treat you where the clinician or practitioner involved does not believe that treatment is appropriate, or in your best interest. 
• KLNIK reserves the right not to provide skin care products where, for example, a product is unexpectedly out of stock, or because we can’t verify your age (and the product is age-restricted), because you are located outside the UK, or because the product was mispriced by us. When this happens, we let you know as soon as possible and refund any monies you have paid.

NO REFUNDS FOR RETURNED SKIN CARE PRODUCTS

Please note: Skin care creams are sealed for health protection and hygiene purposes and they cannot be returned once they have been despatched to you, even if they do not appear to have been opened.  No refunds will be given once the product leaves KLNIK (or the premises where a KLNIK clinical session is held), unless the product is found to be of unsatisfactory quality, unfit for its purpose, or not as described on KLNIK’s website or in marketing materials. KLNIK is not responsible for the delivery of the product and your liaising with the delivery service. 

WE CAN CHANGE DEVICES, Fillers, Antiwrinkle brand and SKIN CARE PRODUCTS AND THESE TERMS  
 
    KLNIK reserves the right to change a product:
 
• to reflect changes in relevant laws and regulatory requirements, i.e. where a product is withdrawn as a result of regulatory action or following adverse data.  
• for the manufacturer to make minor changes to the contents and/or ingredients of a skin care product, for example to extend the shelf life of that product.  However, these changes will not affect your use of the product. 
We can also make the following types of change to the product or these terms but if we do so we will notify you by highlighting the change on our website at www.klnik.com.  Our Reception Team will also notify you of any changes to our terms when you book a treatment at the KLNIK in person or by telephone.  
 
WE CAN SUSPEND TREATMENTS AND SKIN CARE PRODUCTS  
 
We can suspend a treatment or the supply of a skin care product. We will do this to:
 
• deal with technical problems or make minor technical changes;
• update the product to reflect changes in relevant laws and regulatory requirements; or
• make changes to the product (see We can change products and these terms). 
We will contact you in advance to tell you that we are suspending a treatment unless the problem is urgent or in an emergency. If we suspend a treatment for longer than three months, we will adjust any advance payments so you don’t pay for treatments due in the suspension period.  

If we suspend treatments or tell you we’re going to suspend treatments for more than three months you can contact our Reception Team on 01625 362 200 or fill out the form on our website https://klnik.com/contact to request a refund of any sums you’ve paid in advance.  

WE CAN WITHDRAW PRODUCTS  
 
We reserve the right to stop supplying a skin care product or providing treatments. We will let you know at least seven days in advance and we will refund any sums you’ve paid in advance for products or treatments that we won’t provide.

We will always complete a course of treatment that has been booked and paid for in advance unless there is a legal or healthcare reason for us not doing so.  In these circumstances your practitioner will always discuss the reasons for cessation of treatment with you.

WE CAN REFUSE TO PROVIDE TREATMENT OR SKIN CARE PRODUCTS   
 
We can refuse to treat you and claim any monies due to us if:
 
• you have not paid for that treatment or skin care product, having been told of this fact 7 days prior to your appointment time;
• you don’t, within a reasonable time of us asking for it, provide us with all relevant information;
• you don’t, within a reasonable time, allow us to book an appointment with you to deliver a treatment. 
• If having ordered a skin care product online and said that you will collect that product (‘click and collect’) but you fail to do so within 28 days then (unless the product is made to your specifications or is clearly personalised) we will treat your order as cancelled and refund the purchase price. 

WE WILL NOT COMPENSATE YOU FOR ALL LOSSES CAUSED BY US OR OUR PRODUCTS  
 
We are responsible for losses you suffer caused by us breaking these terms of contract, unless the loss is:
 
• Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).
• Caused by a delaying event outside our control. As long as we have taken reasonable steps to minimise the delay, we are not responsible for delays outside our control.
• Something you could have avoided by taking reasonable action.
• The loss relates to your use of a skin care product for the purposes of your trade, business, craft or profession.  Our liability for any loss you suffer in connection with that trade, business, craft or profession and it exceeds the level of KLNIK’s professional indemnity insurance, which is currently £5,000,000
 
WE USE YOUR PERSONAL DATA AS SET OUT IN OUR PRIVACY NOTICE  
 
The way we use any personal data that you give us is set out in our Privacy Notice

WE’RE NOT RESPONSIBLE FOR DELAYS OUTSIDE OUR CONTROL  
 
If our supply of a skin care product is delayed by an event outside KLNIK’s control, we will contact you as soon as possible to let you know and do what we can to reduce the delay.  As long as we do this, we will not be liable to compensate you for the delay.  

If the delay is likely to be substantial, you can contact our Reception Team: https://klnik.com/contact or email info@klnik.co.uk or KLNIK WhatsApp 07368544518 to cancel the order and receive a refund of any monies you have paid in advance, less any reasonable costs that KLNIK has already incurred.

KLNIK accepts Visa and Mastercard payments, as well as payments in cash (UK currency only) and by BACS for treatments and skin care products.

KLNIK does not accept American Express  

11. Child Care Policy

Children are welcome in our clinic; however, for health, safety, and insurance purposes, they must be supervised by another adult during your treatment. Our staff cannot supervise children during your appointment.

12. Drunk or Under the Influence Policy

We reserve the right to refuse treatment to any client who is visibly under the influence of alcohol or drugs. This policy does not apply to clients on prescribed medication.

13. Pet Policy

For health and safety reasons, pets are not allowed in our clinic. Service animals trained to perform specific tasks for individuals with disabilities are permitted, provided they are leashed or harnessed as required by law.

14. Changes to Terms

We may update these Terms from time to time. Changes will be effective immediately upon posting on our website. It is your responsibility to review these Terms periodically to stay informed of any updates.

15. Privacy and Data Protection

Your use of our website and services is also governed by our Privacy Policy, which explains how we collect, use, and protect your personal information.

16. Governing Law

OTHER IMPORTANT TERMS THAT APPLY TO OUR CONTRACT  

We can transfer our contract with you, so that a different organisation is responsible for supplying your treatment or skin care product. We will contact you to let you know if we plant to do this and we will ensure that the transfer does not affect your statutory rights under the contract

If you are unhappy with the transfer, you can contact our Reception Team on 01625 362 200 or on KLNIK WhatsApp 07368544518  to arrange for a cancellation of your treatment and a refund of any sums paid in advance.
 
Nobody else has any rights under this contract. This contract is between you and KLNIK. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.
 
If a court invalidates any clause in this contract, the rest of the contract will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.
 
KLNIK reserves the right to delay enforcing this contract and we can still enforce it later. We might not immediately contact you for not doing something (e.g., failing to pay monies due) or for doing something you’re not permitted to do under the contract, but that does not mean that we cannot enforce the contract later. 

These Terms are governed by and construed in accordance with the laws of England and Wales and that disputes will be resolved in their courts Any disputes arising from these Terms or the use of our services will be resolved exclusively in the courts England and Wales.