Cancellation & Reschedule of Appointments
The Calla Clinic operates a 48-hour cancellation policy (weekends not included). If you wish to cancel or rearrange your appointment, we kindly ask you to give us a minimum 48 hours’ notice.  If you cancel or reschedule with less than 48 hours’ notice, your deposit will be forfeited. For treatments requiring a 50% deposit, cancellations or rescheduling within this timeframe are non-refundable. A new deposit will be required to book a rescheduled appointment. To cancel or reschedule your appointment, please contact us as soon as possible on 01332 98520 or info@thecallaclinic.co.uk. We appreciate your understanding and cooperation.

Deposits
A £50 deposit is required for all appointments at The Calla Clinic, which is deducted from the cost of your treatment, or fully refunded if you decide to not have a treatment. Your appointment will only be secured once we have received confirmation of your deposit payment. For treatments with longer appointment times, such as Endolift, CO2 laser resurfacing, Morpheus 8, Dermal fillers (multiple areas in one session), and surgical procedures, a 50% deposit is required to secure your booking- this can be paid via bank transfer, card or payment link. 

Late Arrival
If you are running late for your appointment, please notify the clinic as soon as possible (if safe to do so) on 01332 985230. In such circumstances The Calla Clinic cannot guarantee that your treatment will be performed on that day and reserves the right to alter the order of appointments for the remaining clinic session, thereby possibly delaying your appointment, or alternatively reschedule your appointment to another date and time. Late arrivals may not receive a complete treatment – The Calla Clinic staff will always do their best to provide full treatment but cannot keep other patients waiting. Lateness of 15 minutes or more will require rescheduling your appointment to another day and the late cancellation fee of £50 will be charged. 

Policy on Children
As we are registered with CQC to provide adult care only, we do not allow anyone under the age of 18 in the clinic. Please do not bring children to your appointment, as this will require rescheduling and may result in a late cancellation charge.

Follow-up Appointments
Follow-up appointments are part of your ongoing aftercare and are included in the treatment price. No deposit is required to schedule your follow-up; however, our cancellation policy applies. If you need to cancel or reschedule, please provide at least 48 hours’ notice. Failure to do so may result in a £50 late cancellation fee, which will need to be paid before booking your next appointment.

Botulinum Toxin Injection Top-up Reviews
After your initial botulinum toxin treatment, we recommend attending a complimentary review appointment approximately two weeks later. This review must be scheduled within four weeks of your initial treatment. If not arranged within this timeframe, a top-up will not be possible. 

Refer a friend
For every friend or family member you refer you will receive £25 treatment credit on your patient record and your referral will receive £25 off their first treatment. Once your referral has completed their treatment and paid their invoice you will receive the credit onto your account. This can be spent on any of our treatments. Your free credit cannot be used towards any special offer, packages or gift cards. Your credit is non-transferrable to anyone else. 

Refund Policy
Skincare Products
All skincare products purchased are non-refundable.

Treatments
At our clinic, all treatments are non-refundable, including any treatment courses purchased. Once a treatment has been performed or a course has been initiated, we are unable to offer refunds. We encourage you to ask any questions and ensure you’re fully informed before proceeding with your treatment. 

If you have any concerns or would like to discuss your treatment plan, please don’t hesitate to contact us. Our team is always here to assist you and provide the best possible care.

Vouchers
All gift vouchers are non-refundable and must be used within 12 months of purchase. After the expiration date, the voucher will no longer be valid. Vouchers are non-transferable and cannot be exchanged for cash or credit. 

Feedback 

At The Calla Clinic, we value and welcome feedback from our patients. Your input helps us improve our services and ensures that we continue to meet your expectations. Whether it’s a suggestion, compliment, concern, or complaint, we are committed to listening and responding in a timely and respectful manner.

How to Provide Feedback:

  • You can provide feedback in person during your visit.
  • Complete our electronic feedback form sent after each appointment. 
  • Send us an email or contact us directly through our social media channels.
  • Use the suggestion box located in our clinic reception. 

Confidentiality:
We treat all feedback with the utmost confidentiality. Whether positive or negative, your comments will be handled with respect and in accordance with our privacy policy. If you wish to remain anonymous, you can submit feedback without providing your personal details.

Response to Feedback:

  • We strive to respond to all feedback within 14 days.
  • If your feedback involves a concern or complaint, we will acknowledge it within 48 hours and work towards a resolution in a timely manner.
  • We are committed to using your feedback to improve our services and will keep you informed of any actions taken in response.

No Adverse Consequences:
We believe in creating an environment where all patients feel comfortable providing honest feedback. No one will face any discrimination or negative consequences for sharing their thoughts or concerns with us.

Thank you for helping us improve our services and providing the best care possible. We greatly appreciate your input!

Complaints Procedure
At The Calla Clinic, we strive to provide the best possible service. If you are dissatisfied with your care or the services you received, it’s important to let us know so we can improve.

Our Aims and Objectives:

  • We aim to meet the needs of our patients and maintain high standards of care.
  • We welcome suggestions, compliments, and feedback from patients, clinicians, and staff about the safety and quality of our services.
  • We are committed to an effective and fair complaints system, fostering a culture of openness and learning from incidents, including complaints.

Complaints Policy:
It is a legal requirement for service providers to direct customers to a government-authorised consumer redress scheme. The Calla Clinic is a member of HSCAMP.
We encourage patients to provide feedback, including concerns, suggestions, and complaints. There are several ways to do this:

  • Discuss concerns directly with your treating clinician.
  • Complete a customer feedback form available at reception.
  • Clinicians and staff can also use the feedback form to raise concerns about the quality of service or care.

We handle all complaints with respect, sensitivity, and confidentiality. All complaints are taken seriously and managed without prejudice or assumptions about their seriousness, with a focus on resolving the issue. Patients may submit complaints confidentially or anonymously, and their identity will be protected. No one will be discriminated against or face adverse consequences for making a complaint.

Managing Complaints:
All clinicians and staff are encouraged to seek patient feedback, including complaints and suggestions. Whenever possible, complaints should be addressed promptly at the point of service, within the scope of the staff’s role and responsibilities.

Resolution Process:
To resolve a complaint, the process includes:

  • Expressing regret for any distress caused.
  • Offering an explanation of what is known, without speculation or blame.
  • Discussing the problem, the outcome the patient seeks, and proposing a solution.
  • Confirming the patient’s satisfaction with the proposed solution.

If the issue is resolved, staff will document feedback using the Suggestion for Improvement form. Clinicians and staff will consult with their manager if the issue falls outside their responsibilities.

Formal Complaints:
Complaints not resolved at the point of service, or complaints received in writing requiring further follow-up, are considered formal complaints.
In these cases, the clinician or staff member will provide the complainant with a copy of the formal complaints policy. The complaints manager will oversee the resolution, working closely with the treating clinician and any other involved staff members.

Promoting Feedback:
Patients can provide feedback through the following channels:

  • Electronic feedback forms after each appointment.
  • Patient feedback forms available at reception.
  • In-person.
  • Email.
  • Discreet suggestion boxes.
  • Clinicians and staff will also actively invite feedback.

Timeframes:

  • Formal complaints are acknowledged in writing or in person within 48 hours, with details of the person handling the complaint, the process, and expected timelines.
  • If external consultation is required, this will take place within 3 days of identifying the issue.
  • Formal complaints are investigated and resolved within 35 days.

If a complaint is not resolved within 20 days, the complainant and involved staff will receive an update.