Policies/ terms and conditions

Article 1: Understanding and acknowledgement

1.1 The procedure will be explained to the client in depth at consultation so that they have a full understanding of what is involved including any risks associated.

1.2 The client will receive instructions either verbally, via telephone or email about what to do prior to the treatment. If the client is unsure they are advised to contact Skinspire SMP prior to treatment for guidance.

1.3 The client will inform the practitioner of all medical conditions that they are aware of including, but not limited to: disorders of the hair and scalp, abnormal heart condition, cold cores (Herpes Simplex), rheumatic fever, anaemia, haemophilia, high or low blood pressure, bleeding disorders, bruise easily, epilepsy, diabetes, thyroid (under or over active), fainting/dizziness, kidney diseases, hepatitis, cancer (including past, recent or future treatment), tumour(s), growths or cysts, stroke (past or recent), tuberculosis, known issues with healing, HIV, dermal fillers and botox, keloid scarring or scarring easily.

1.4 Skinspire SMP shall not be held liable for any damage or side effects that occur as a result of non-disclosure of false representation of medical conditions.

1.5 The client will inform Skinspire SMP of any medications being taken. The client should avoid taking Aspirin or Ibuprofen two days prior to each session and must inform the practitioner/ clinic if they have done so.

1.6 Pre and post procedure photos of the client may be taken and are to be used at the discretion of Skinspire SMP and in accordance with its legal requirements for documenting all completed work. The client can request for their identity to remain anonymous if they wish.

1.7 Skinspire SMP reserves the right to amend the terms and conditions at any time and without prior notice and all new amendments will override previous terms and conditions.

1.8 Skinspire SMP reserves the right to amend their pricing structure at any time and without prior notice.

Article 2: Treatment

2.1 The SMP treatment is the clients choice and the client agrees to any actions or conducts reasonably necessary to perform the treatment. The best course of action will be advised upon each treatment.

2.2 The SMP treatment involves placing pigment in the Dermis layer of the skin which will fade gradually over several years (the complete length of time taken cannot be guaranteed as all skin is different as are external factors that fade the pigment). SMP is semi-permanent in nature and although the treatment can be reversed using laser, the success and results of any reversal procedure is not guaranteed. Skinspire SMP does not offer laser treatment, therefore it is the responsibility of the client to research a credible and qualified practitioner before going ahead with removal.

2.3 Whilst Skinspire SMP has never experienced an allergic reaction to our pigment, allergic reactions can occur. A patch test will be offered if required or requested, if the client chooses to decline a patch they must sign a patch test waiver on the day of their first treatment.

2.4 The client understands that there may be some discomfort associated with the treatment and other side effects may include, but are not limited to,: slight bleeding, redness, swelling and temporary discolouration.

2.5 In order for the client to get the best results they must comply with the aftercare instructions given to them. If the results are negatively affected by actions taken by the client that are a result of the client not following the instructions Skinspire SMP cannot be held liable.

2.6 At consultation Skinspire SMP will provide an estimate as to how long each session will take however, due to numerous variables sessions may be shorter or longer than estimated. In addition to this, whilst Skinspire SMP may give an estimated number of sessions needed, the client understands that this is only an estimate and further sessions may be needed, this is because different skin tones and textures can “accept” the pigment easier than others and for this reason some clients will require more sessions than others. Skinspire SMP cannot guarantee with certainty the number of sessions needed to complete treatment for any one individual client. The client will be invited back to the clinic to check the healed results after a certain number of sessions and it is at this point that it will be ascertained if there are further sessions required. “Completed” treatment will be ascertained when it is felt that the scalp requires no further work and this will be communicated to the client, this includes the originally agreed position of the hairline and requested intensity but it does not include alterations. Should additional sessions be requested by the client to make alterations then this is also payable at the current session rate.

2.7 Skinspire SMP is not liable for costs incurred to the client for attending any sessions including (but not limited to): travel and accommodation costs and any economic costs such as time taken off work/ loss of potential earnings.

2.8 Fading of pigment will occur over time and retouches may be necessary periodically. Due to differences in hair texture and skin tone as well as external factors, Skinspire SMP can cannot guarantee the longevity of results of the treatment and a number of retouches may be required.

2.9 Scar camouflage with SMP is carried out to minimise the appearance of the scar(s). The client understands that Skinspire SMP cannot guarantee full coverage of the scar or pigment retention. Scar tissue can vary in thickness and texture and there is no way of knowing if the scar tissue will accept the pigment as readily or at all, there may also be some irregularities of the pigment as a result of the unpredictability of scar tissue.

2.10 SMP is designed to create the illusion of very short or shaved hair, however it will not feel like hair nor does it give the same 3D fullness/ density as hair fibres that sit on top of existing hair. The SMP 'follicles' sit very closely together but there will always be very tiny gaps in between each impression which replicates natural hair and whilst it can reduce the contrast between the skin of the scalp and the hair (in densification work) the client will still see bits of the skin on the scalp.

2.11 Skinspire SMP charges per session not per hour, however sessions will not exceed 4 hours as this is too much trauma for the skin. Therefore, regardless of how long the session is (up to the 4 hour maximum) the session rate will be the same cost.

2.12 The practitioner carrying out the treatment has undertaken training under the supervision of a an experienced practitioner and holds the necessary qualification and insurance to carry out the work. The client has a right to see these credentials if they so request to do so.

2.13 In the unlikely event that removal of SMP is requested, the client shall be liable for all costs related to the applicable removal treatment.

2.14 Skinspire SMP reserves the right to refuse, stop or cancel the procedure in the interest of the client's safety in such cases where the client is deemed to be unfit to undergo treatment for example; the client is under the influence of drugs or alcohol or has failed to disclose or has falsely represented any medical history/conditions or other possible contraindications (prior to treatment) that would compromise the client's health and or results. In such an event, the non-refundable deposit will be retained by Skinspire SMP and will not be redeemable for future sessions.

2.15 Clients are advised to thoroughly moisturise the scalp prior to treatment as any dryness/ flaking skin can compromise the procedure and subsequent results. If dry areas are found during treatment the client will be notified and further sessions may be needed to go over the dry areas once the client has moisturised the dryness to a satisfactory level and will be charged at the usual session rate. If the dryness is substantial in terms of the size of the area in which there is dry skin, the session may have to be cancelled and re booked. Again the non-refundable deposit will be retained by Skinspire.

If the client has active Psoriasis or Eczema on the scalp the treatment will not be able to be carried out and the client should notify Skinspire SMP of this at least 5 days prior to treatment. If notification is received with less than 5 days notice this will mean a loss of deposit.

2.16 Skinspire SMP reserves the right to review and modify their prices at any point.

Article 3: Guarantee

3.1 The client will agree the design and the positioning of the hairline and expected results prior to commencement. If by the second treatment the client wishes to modify the position of the hairline and intensity of colour this can be accommodated at this time, but any changes requested after the second session will be chargeable as an extra session.

3.2 Should fading occur that is beyond the expected rate of fading after the treatment is considered complete, Skinspire SMP will carry out one top up session free of charge within the first 12 months from the date of the first session following an evaluation of the scalp. The client will be invited to attend a consultation so that a thorough evaluation can be carried out, it is at this appointment that it will be determined if a top up session is needed. Any treatment outside of the 12 month guarantee period from the date of the first session will be chargeable at the usual rate.

3.3 The guarantee is valid for maintenance only therefore any additional work such as but not exclusive to alteration to the hairline shape is payable at the usual rate.

3.4 The guarantee (as stated in paragraph 3.1 – 3.3) shall be void in such cases where the following has occurred:

-The client has failed to adhere to the aftercare instructions provided.
-The client has tampered with the SMP procedure whilst undergoing treatment.
-Additional treatment such as hair transplants or scalp micropigmentation has been carried out outside of Skinspire SMP/ by other practitioners.

3.5 If the client does not complete their sessions to finalise the work within 6 months from their last appointment, they will not be able to have further sessions at the rate they were originally paying should there be a price change, therefore any further sessions will be charged at the current rate.

Article 4: Treatment with other practitioners

4.1 For clients who wish to add to existing work performed by an alternative practitioner, the work will be charged at the usual rate, however a consultation must first be carried out to determine the current state of the existing SMP. Skinspire SMP reserves the right to refuse to carry out the treatment if it is deemed the current state of the existing SMP will be problematic in terms of the desired result. The best approach going forward will be explained to the client following evaluation of the scalp.

4.2 For clients seeking SMP following laser removal of previous SMP, a consultation will need to be carried out to evaluate the current state of the scalp to see what can/ cannot be achieved.

Article 5: Payments/ deposits

5.1 A non refundable 50% deposit must be paid in advance to secure each session and must be paid within 24 hours of the client agreeing an appointment date, this can be paid by card, through the Fresha booking system, by cash or by bank transfer. Until deposits are received the clients desired booking date and time will remain available for other clients to reserve.

In the event that the client has their appointment booked by Emma at Skinspire onto the Fresha booking system, the client will receive a text message asking for a deposit. The client must follow the instructions of the text message and pay the deposit within 24 hours of receiving the text message, if the deposit is not paid within 24 hours the appointment will be removed from Fresha allowing others to book in and the client will need to book an alternative appointment with a deposit.

5.2 The remaining session balance is payable immediately upon completion of each session if paying by card, cash and bank transfer (please note that if paying by bank transfer this will need to be received before the end of the session in order to allow adequate time for funds to clear).

5.4 Skinspire SMP accepts: card payments, cash and bank transfers. We do not accept checks, American Express or Laser cards.

5.5 Whilst consultations are free, should a client not turn up or cancel/ reschedule with less than 48 hours notice there will be a non refundable charge of £20 to rebook their consultation, this includes any follow up consultations after completing the work.

Article 6: Cancellations, rescheduling, no show and late arrival policy

6.1 If a client needs to cancel their appointment they must give at least 5 days notice, any less than this will result in the loss of your deposit.

6.2 If a client fails to attend their appointment this will result in loss of deposit.

6.3 If a client is late for their appointment this might mean that the full session cannot be completed and may result in further sessions needed to replace what work would have been done in that time. If a client is considerably late this may result in cancellation of the appointment and the client will need to re-book and Skinspire SMP will retain the deposit.

6.4 Cancellations, no shows and lateness occurring due to exceptional circumstances will be assessed on an individual basis and refunding of deposits will be at the discretion of Skinspire SMP. Postponements caused by unforeseen events will be assessed on a case by case basis.

6.5 Requests for Skinspire SMP to change your treatment date can cause a great deal of disruption to the provision of our services for other clients. A minimum of five working days of notice is required to postpone your booked appointment allowing sufficient time for the session to be reallocated. If the client does not notify Skinspire SMP of the postponement then this will result in loss of deposit.
6.6 Should you arrive for your session without means of paying the agreed treatment cost, Skinspire reserves the right to cancel your session and any sessions booked after that will require payment in full prior to booking.

6.7 Once the client has commenced treatment with Skinspire SMP, should they wish to discontinue treatment Skinspire SMP is not liable for any costs incurred as a result of discontinuation of services.

6.8 Skinspire SMP will not be liable to reimburse/refund in whole or in part against treatments that have already been completed.

6.9 Skinspire SMP will endeavour to ensure that your appointment goes ahead as scheduled however, for reasons beyond the practitioners control, your appointment may need to be postponed or cancelled at short notice. In this unlikely event every effort will be made to contact you in advance. Skinspire SMP does not offer compensation if we cancel your appointment however, you have the right to a deposit refund unless the appointment is rescheduled, in which case the deposit will remain for the rescheduled appointment.

6.10 Skinspire SMP is not liable for costs arising from scheduling changes in the provision of our services, this includes (but is not limited to) travel and accommodation costs and any economic cost to the client relating to time taken off work or loss of potential earnings.

Article 7: Licensing

7.1 Skinspire SMP is licensed by the local authority to perform treatments; Scalp Micropigmentation and tattooing fall under this category.

Article 8: Premises

8.1 Skinspire SMP will ensure the room is adequately sanitised for your health and safety.

8.2 Skinspire SMP will ensure materials and equipment used is sanitary and suitable for safe use.

8.3 The treatment room is equipped with a suitable wash basin.

8.4 All needles used for SMP come sterilised and are single use only. They are then disposed of after use in accordance with local regulations. Needles are never reused on the client or any other client.

Article 9: Photos and videos used at the discretion of Skinspire SMP.

9.1 Skinspire SMP may wish to take photos or videos of the clients scalp prior to, during and after treatment in order to keep records or for use on social media/ marketing purposes however, the clients full consent will be obtained and if the client requests, their identity can be anonymised.

Article 10: Complaints Policy and Procedure

10.1 Skinspire SMP is committed to providing a quality service and works in an honest and accountable way that builds trust and respect. One of the ways in which Skinspire SMP continues to improve our service is by listening and responding to the views and opinions of our clients, with particular focus on responding positively to comments, complaints, and by putting any mistakes right that is satisfactory to the client.

Therefore Skinspire SMP's aim is to ensure that:

Making a compliment or complaint is as easy as possible for the client
All compliments, feedback and suggestions are welcome
A complaint is treated as a clear expression of dissatisfaction with the services provided which calls for an immediate and satisfactory response/ resolution
The comment or complaint is dealt with promptly, confidentially and professionally
Comments/ complaints are responded to in the correct manner for instance, with an explanation, an apology when Skinspire has got anything wrong, or information on any action taken/ to be taken etc.
Skinspire will learn from complaints and use them to improve services which will be reviewed annually (or less than this if a significant event arises prompting an immediate review)
Skinspire SMP recognises that any concerns will be raised informally, and dealt with quickly.

Skinspire SMP aims to:

Resolve informal concerns quickly and professionally
Keep matters confidential
Enable mediation between the complainant and the individual to whom the complaint has been referred
Skinspire SMP's complaints/ comments policy ensures that feedback is welcome and we provide guidelines for dealing with complaints from members of the public about our services and facilities.

10.2 Definitions

A compliment is an expression of satisfaction about the standard of service that is provided.

A complaint is defined as any expression of dissatisfaction regardless of how it is expressed including: complaints expressed in person, via phone, in writing, via email or any other method.

10.3 Complaints

The formal complaints procedure is intended to ensure that all complaints are handled fairly, consistently and wherever possible resolved to the complainant’s satisfaction.

10.4 Responsibilities

Skinspire SMP's responsibility is to: acknowledge the formal complaint in writing, respond within a stated period of time, respond reasonably and sensitively with the complaint and take appropriate action.
A complainant’s responsibility is to: bring their complaint in writing to the attention of Skinspire SMP usually within 8 weeks of the issue arising, raise any concerns promptly and directly with Emma of Skinspire SMP, explain the complaint as clearly and as fully as possible including any actions taken to date, allow Skinspire SMP a reasonable time to deal with the matter, and recognise that some circumstances may be beyond the control of Skinspire SMP.

Article 11: Confidentiality and data protection

11.1 All clients personal details will be kept safely out of the view of the public and personal details will never be shared with third parties.

11.2 Clients identities will be kept anonymous if the client wishes to do so in terms of use of their photos and or videos