Terms & Conditions

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LUMORA WELLNESS LTD

TERMS & CONDITIONS OF BUSINESS

BOOKING RULES – PLEASE READ PRIOR TO BOOKING

These Terms & Conditions apply to all consultations, treatments, packages, products, services, bookings, online purchases, communications, and interactions with Lumora Wellness Ltd (“Lumora”, “the Clinic”, “we”, “our”, or “us”).

By booking an appointment, attending the clinic, purchasing a treatment or package, or otherwise engaging with Lumora Wellness Ltd, you confirm that you have read, understood, and agreed to these Terms & Conditions.

The terms “Client”, “Patient”, and “Guest” may be used interchangeably throughout this document.

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  1. CLINIC INFORMATION & CONTACT DETAILS

Lumora Wellness Ltd

Email: contact@lumorawellness.co.uk
Phone: 07364 183 785
Website: www.lumorawellness.co.uk
Location: Solihull

If you require assistance regarding accessibility, medical conditions, language support, or special requirements, please contact the clinic before your appointment so reasonable adjustments may be considered where possible.

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  1. GENERAL TERMS

All services provided by Lumora are subject to clinical assessment, practitioner availability, and suitability.

Lumora reserves the right to:

  • Refuse, decline, postpone, modify, or discontinue treatment at any stage

  • Amend treatment plans where clinically necessary

  • Refuse service where inappropriate behaviour, aggression, intimidation, harassment, or unsafe conduct occurs

  • Update pricing, policies, or services at any time without prior notice

  • Refuse treatment where expectations are deemed unrealistic or unsuitable

All treatments are performed using professional clinical judgment and patient safety remains the clinic’s highest priority.

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  1. CONSULTATIONS

Initial consultations at Lumora Wellness Ltd are generally provided free of charge unless otherwise stated.

Complimentary consultations are offered at the discretion of the clinic and may be amended, limited, or withdrawn at any time.

Consultations include:

  • Practitioner time

  • Clinical assessment

  • Professional expertise

  • Treatment planning

  • Personalised recommendations

  • Administrative and medical record costs

Although consultations may be complimentary, Lumora Wellness Ltd reserves the right to charge consultation fees for:

  • Advanced or specialist consultations

  • Extended appointments

  • Medical assessments

  • Second opinions

  • Complex treatment planning

  • Repeat consultations

  • Certain practitioner tiers

Where a consultation fee applies, this will be communicated prior to booking.

Where a practitioner determines that treatment is unsuitable, contraindicated, unsafe, medically inappropriate, psychologically inappropriate, or not in the patient’s best interests, Lumora Wellness Ltd reserves the right to decline treatment.

Where complimentary consultations are offered, no compensation, refund, liability, or obligation to provide treatment shall arise where treatment does not proceed.

Where consultation charges apply:

  • Consultation charges are non-refundable once the appointment has taken place

  • Consultation credits expire after 6 months unless otherwise stated

  • Consultation charges cannot be exchanged for cash

  • Consultation charges are non-transferable between individuals

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  1. BOOKING FEES & DEPOSITS

A booking fee and/or deposit may be required to secure appointments.

Booking fees:

  • Reserve practitioner time

  • Cover scheduling and administrative costs

  • Are non-refundable

  • May be transferable with sufficient notice

The amount required may vary depending on:

  • Treatment type

  • Appointment duration

  • Practitioner level

  • Package type

  • Treatment complexity

Where at least 48 hours’ written notice is provided, booking fees may be transferred to a future appointment.

Appointments booked within 48 hours are strictly non-transferable and non-refundable.

Booking fees:

  • Cannot be redeemed for cash

  • Cannot be transferred to another person

  • Must be used within 6 months unless otherwise agreed in writing

If a patient is medically unsuitable for their originally intended treatment, the clinic may, at its sole discretion, transfer the booking fee toward an alternative clinically appropriate treatment.

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  1. CANCELLATION, RESCHEDULING & NON-ATTENDANCE POLICY

This policy applies to all appointments including:

  • Consultations

  • Treatments

  • Reviews

  • Package sessions

  • Complimentary appointments

  • Follow-ups

  • Wellness services

  • Laser services

  • Facial services

  • Skin services

A minimum of 48 hours written notice is required to cancel or reschedule an appointment.

Where less than 48 hours notice is provided:

  • Booking fees/deposits will be forfeited

  • Package sessions may be deducted

  • Additional booking fees may be required before future bookings are accepted

Failure to attend an appointment (“No Show”) will result in:

  • Immediate forfeiture of booking fees

  • Potential loss of package sessions

  • Requirement for full prepayment for future bookings

Repeated late cancellations or non-attendance may result in refusal of future bookings.

Lumora reserves the right to cancel appointments where:

  • A practitioner becomes unavailable

  • Clinical concerns arise

  • Safety concerns arise

  • Equipment issues occur

  • Emergency circumstances arise

Where the clinic cancels an appointment, booking fees will be transferred to a rescheduled appointment.

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  1. LATENESS POLICY

Patients are asked to arrive 10–15 minutes early.

Patients arriving late may:

  • Receive a shortened appointment

  • Be refused treatment

  • Be required to reschedule

Appointments delayed by more than 15 minutes may be cancelled at the clinic’s discretion.

Where a shortened treatment proceeds due to lateness, full treatment charges still apply.

Late arrivals causing disruption to clinic scheduling may result in forfeiture of booking fees.

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  1. TREATMENT SUITABILITY & RIGHT TO REFUSE TREATMENT

All treatments are subject to clinical assessment.

Lumora reserves the absolute right to refuse or discontinue treatment where:

  • Treatment is medically contraindicated

  • The patient is pregnant or breastfeeding where applicable

  • The patient is psychologically unsuitable

  • Expectations are unrealistic

  • The patient fails to disclose relevant medical information

  • The patient appears intoxicated or under the influence of drugs/alcohol

  • There is abusive, threatening, inappropriate, discriminatory, or unsafe behaviour

  • Practitioner safety is compromised

  • Consent cannot be properly obtained

The clinic may refuse treatment without obligation to provide further explanation.

No refunds will be issued where treatment is declined on clinical or professional grounds.

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  1. MEDICAL INFORMATION & PATIENT RESPONSIBILITY

Patients are responsible for providing complete, accurate, and up-to-date medical history before every appointment.

This includes but is not limited to:

  • Medical conditions

  • Pregnancy status

  • Breastfeeding status

  • Allergies

  • Medications

  • Supplements

  • Previous treatments

  • Skin conditions

  • SurgerieS

  • Infections

  • Illnesses

Failure to disclose accurate medical information may:

  • Increase treatment risks

  • Affect treatment outcomes

  • Result in refusal of treatment

Lumora accepts no liability for complications arising from withheld, inaccurate, incomplete, or misleading information.

Patients must notify the clinic immediately of any changes to their medical condition.

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  1. PRE-TREATMENT REQUIREMENTS

Patients must follow all pre-treatment instructions provided.

Failure to follow instructions may result in:

  • Cancellation of the appointment

  • Refusal of treatment

  • Loss of booking fees

  • Reduced treatment effectiveness

  • Increased risk of complications

Examples include but are not limited to:

Laser Hair Removal:

  • Treatment areas must be shaved approximately 24 hours prior

  • No waxing, threading, or plucking before treatment

  • No active sunburn or fake tan

Advanced Skin Treatments:

  • Active skincare ingredients may need to be discontinued 4–7 days prior

  • Skin must be free from irritation or infection

Patients remain solely responsible for compliance with all pre-care guidance.

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  1. POST-TREATMENT & AFTERCARE RESPONSIBILITY

Patients agree to follow all aftercare advice and instructions.

Failure to comply may:

  • Affect results

  • Increase complications

  • Delay healing

  • Void eligibility for reviews or support

Lumora accepts no responsibility for complications arising from failure to follow aftercare instructions.

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  1. RESULTS, OUTCOMES & EXPECTATIONS

All aesthetic, wellness, laser, skin, and recovery treatments involve individual biological variation.

Results vary significantly between individuals depending on factors including but not limited to:

  • Age

  • Skin type

  • Genetics

  • Hormonal changes

  • Lifestyle

  • Medical conditions

  • Healing response

  • Compliance with aftercare

  • Homecare and skincare routines

  • Smoking, alcohol, stress, and environmental exposure

  • Ongoing maintenance

Lumora Wellness Ltd does not guarantee:

  • Specific outcomes

  • Permanence of results

  • Exact levels of improvement

  • Complete resolution of concerns

  • Identical results to marketing images, social media content, or previous treatments

  • Patient satisfaction

Patients acknowledge that:

  • Multiple sessions may be required

  • Maintenance treatments may be necessary

  • Outcomes may develop gradually over weeks or months

  • Results may fade over time

  • Additional products or combination therapies may be recommended

Dissatisfaction alone does not constitute grounds for refund.

Payment reflects practitioner time, expertise, clinical judgment, equipment usage, consumables, operational costs, and treatment delivery regardless of outcome.

Lighting, swelling, healing response, photography angles, skin condition, hydration, makeup, skincare products, and biological variation may affect the appearance of results in photographs and real life.

No representation made verbally, visually, digitally, or in marketing materials shall constitute a guarantee of outcome.

No refund will be provided due to dissatisfaction, subjective expectations, delayed results, or perceived lack of improvement.

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  1. ADVANCED SKIN TREATMENTS

Advanced skin treatments may include but are not limited to:

  • RF Microneedling

  • Laser Genesis

  • IPL / Limelight

  • Collagen & Glow Treatments

  • Advanced Skin Combinations

  • LED Light Therapy

  • Skin Rejuvenation Treatments

Patients acknowledge that:

  • Multiple sessions may be required

  • Temporary redness, swelling, irritation, dryness, peeling, bruising, or sensitivity may occur

  • Results develop gradually over time

  • Complications, although uncommon, remain possible

Practitioners reserve the right to alter settings, treatment plans, or protocols based on clinical judgment.

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  1. LASER & LIGHT-BASED TREATMENTS

Laser and light-based treatments may include:

  • Laser Hair Removal

  • Vascular Treatments

  • Skin Lesion Removal

  • Pigmentation Treatments

  • Redness Treatments

  • Light Therapies

Patients understand that:

  • Complete hair removal cannot be guaranteed

  • Hair reduction varies by individual

  • Maintenance sessions are often required

  • Some lesions or vascular concerns may require multiple sessions

  • Some concerns may not fully resolve

Risks may include:

  • Burns

  • Hyperpigmentation

  • Hypopigmentation

  • Scarring

  • Blistering

  • Redness

  • Swelling

  • Sensitivity

  • Reactivation of viral conditions

Treatment suitability remains entirely at practitioner discretion.

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  1. WELLNESS & RECOVERY SERVICES

Wellness and recovery services may include but are not limited to:

  • Japanese Head Spa

  • Massage Therapy

  • Sports Therapy

  • Recovery Treatments

  • Cupping Therapy

  • Pelvic Floor Therapy

  • Assisted Stretching

  • LED and Light-Based Wellness Treatments

  • Relaxation and Recovery Sessions

These services are intended for wellness, relaxation, recovery support, and general wellbeing purposes only.

Wellness services provided by Lumora Wellness Ltd:

  • Are not substitutes for medical diagnosis, treatment, or emergency care

  • Do not guarantee symptom relief or medical improvement

  • Should not replace advice from a GP, consultant, physiotherapist, or other healthcare professional

  • Are not intended to diagnose, cure, prevent, or treat disease unless expressly stated otherwise by a qualified medical practitioner

Patients remain responsible for seeking independent medical advice where appropriate.

Lumora Wellness Ltd accepts no liability where a patient delays, avoids, or substitutes appropriate medical care in reliance upon wellness services provided by the clinic.

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  1. CONSULTATION & SKIN PLANNING SERVICES

Consultation and skin planning services provide professional recommendations based on practitioner assessment at the time of consultation.

Recommendations may evolve over time as:

  • Skin changes

  • Medical history changes

  • Treatment responses change

  • New concerns arise

Treatment plans are advisory and do not guarantee outcomes.

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  1. PRICING & PAYMENTS

All prices are subject to change without notice.

Treatment pricing may vary depending on:

  • Practitioner level

  • Treatment complexity

  • Time required

  • Combination treatments

  • Products used

Patients are responsible for confirming pricing prior to treatment.

Accepted payment methods may include:

  • Debit card

  • Credit card

  • Bank transfer

  • Approved finance providers

  • Cash (where accepted)

Outstanding balances must be settled in full before treatment.

The clinic reserves the right to refuse treatment where payment has not been received.

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  1. REFUND POLICY

Lumora Wellness Ltd operates a strict no-refund policy.

No refunds will be issued for:

  • Any applicable consultation charges

  • Booking fees

  • Deposits

  • Treatments already performed

  • Treatment packages

  • Courses of treatment

  • Memberships

  • Gift vouchers

  • Skincare products that have been opened or used

  • Missed appointments

  • Late cancellations

Refunds will not be provided where:

  • A patient changes their mind

  • Expectations are not met

  • Results differ from expectations

  • A patient becomes medically unsuitable

  • A patient relocates

  • Pregnancy occurs

  • A patient fails to follow aftercare or practitioner guidance

  • Treatment progress is slower than anticipated

  • Maintenance is required

  • Additional sessions are recommended

Dissatisfaction alone does not constitute grounds for refund.

Payment reflects practitioner time, professional expertise, clinic resources, consumables, equipment usage, operational costs, and treatment delivery regardless of treatment outcome.

Any exceptional refund remains entirely at the sole discretion of Lumora Wellness Ltd.

Where an exceptional refund is approved:

  • Completed sessions will be charged at full individual list price

  • Administrative fees may apply

  • Missed appointment charges may apply

  • Finance provider fees may be deducted where applicable

  • Only the remaining balance, if any, may be considered for refund

Where an exceptional refund is approved:

  • Used sessions are charged at full individual list price

  • Administrative fees may apply

  • Non-attendance charges may apply

  • Remaining balances only may be considered

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  1. TREATMENT PACKAGES

All treatment packages:

  • Must be paid in full unless finance is agreed

  • Are non-refundable

  • Are non-transferable

  • Have expiry periods

Unless otherwise stated, packages expire 12 months from purchase date.

Unused sessions after expiry are automatically forfeited.

Missed appointments or late cancellations may result in session forfeiture.

Package pricing reflects discounted commitment pricing and cannot be recalculated retrospectively.

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  1. PREGNANCY & BREASTFEEDING POLICY

Certain treatments cannot be safely performed during pregnancy or breastfeeding.

Where pregnancy or breastfeeding occurs:

  • Treatments may be postponed

  • Credit may be held at clinic discretion

  • Expiry extensions may be granted at clinic discretion

No refunds will be issued due to pregnancy or breastfeeding.

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  1. MINIMUM AGE POLICY

Lumora does not provide treatments to anyone under 18 years of age unless legally permitted and expressly authorised by the clinic.

Patients may be required to provide valid photographic identification.

The clinic reserves the right to refuse treatment where suitable identification is not provided.

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  1. CHILDREN & DEPENDANTS POLICY

For safety and insurance reasons:

  • Children must not be left unattended

  • Children are not permitted in treatment rooms unless specifically authorised

  • Patients should attend appointments alone where possible

Failure to comply may result in appointment cancellation and loss of booking fees.

Lumora does not provide childcare services.

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  1. CHAPERONE POLICY

Patients may request a chaperone for treatments involving intimate or sensitive areas.

Where possible, the clinic will endeavour to accommodate requests.

Patients may bring a companion where appropriate, subject to clinic approval.

The clinic reserves the right to decline companions in treatment rooms where necessary for:

  • Clinical safety

  • Confidentiality

  • Infection control

  • Practitioner comfort

  • Operational reasons

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  1. PHOTOGRAPHY, VIDEO & CONTENT CONSENT

Lumora Wellness Ltd may collect photographs, videos, scans, consultation notes, treatment imagery, and written testimonials for:

  • Medical records

  • Treatment monitoring

  • Clinical assessment

  • Training and education

  • Internal quality control

  • Marketing and promotional purposes

  • Website and social media content

Sensitive personal data will only be used where appropriate consent has been obtained.

Patients may withdraw marketing consent at any time by contacting the clinic in writing. Withdrawal of consent does not apply retrospectively to content already lawfully published or distributed.

Patients acknowledge that:

  • Images may be edited, cropped, resized, enhanced, or anonymised

  • Anonymous imagery may still potentially be identifiable

  • Online content may be copied or shared by third parties beyond clinic control

  • Before and after imagery may vary due to lighting, angles, swelling, healing response, makeup, and biological variation

All clinic branding, imagery, photography, videos, treatment protocols, educational materials, website content, graphics, AI-generated content, and marketing assets remain the intellectual property of Lumora Wellness Ltd.

No material belonging to Lumora Wellness Ltd may be copied, reproduced, distributed, modified, screen-recorded, commercially reused, or republished without prior written permission.

Patients and visitors must not record staff, practitioners, consultations, or treatments without express consent from the clinic.

Lumora Wellness Ltd reserves the right to request removal of misleading, manipulated, defamatory, or falsely represented imagery or content relating to the clinic, practitioners, services, or treatment outcomes.

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  1. PRODUCTS & SKINCARE

Skincare and retail products are selected based on practitioner recommendations.

Individual reactions may vary.

Patients remain responsible for:

  • Patch testing where advised

  • Following usage instructions

  • Reporting adverse reactions promptly

Opened or used skincare products are non-refundable unless faulty.

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  1. COMPLAINTS POLICY

Patients with concerns should contact the clinic in writing as soon as possible.

The clinic will endeavour to investigate complaints fairly and reasonably.

Complaints must include:

  • Full name

  • Treatment date

  • Description of concern

  • Supporting photographs where applicable

The clinic reserves the right to request review appointments before responding fully.

Abusive, threatening, defamatory, harassing, or inappropriate conduct during complaints handling will not be tolerated.

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  1. LIMITATION OF LIABILITY

To the fullest extent permitted by law, Lumora Wellness Ltd shall not be liable for:

  • Indirect losses

  • Consequential losses

  • Loss of earnings

  • Emotional distress

  • Travel costs

  • Accommodation costs

  • Missed appointments elsewhere

  • Subjective dissatisfaction

  • Outcomes falling within accepted clinical variation

Patients acknowledge that all treatments carry inherent risks.

Nothing within these Terms excludes liability for:

  • Fraud

  • Death or personal injury caused by negligence

  • Any liability that cannot legally be excluded

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  1. CLINIC ENVIRONMENT & CONDUCT

Lumora Wellness Ltd operates a zero-tolerance policy toward:

  • Aggression

  • Harassment

  • Abuse

  • Threatening behaviour

  • Discrimination

  • Sexual misconduct

  • Intimidation

  • Filming staff without consent

  • Defamatory conduct

  • Social media harassment

  • False or misleading public allegations

The clinic reserves the right to:

  • Refuse entry

  • Terminate appointments immediately

  • Refuse future bookings

  • Remove patients from treatment plans

  • Contact law enforcement where appropriate

  • Pursue recovery of financial losses arising from defamatory or malicious conduct where legally appropriate

Patients are encouraged to raise concerns directly with the clinic first to allow fair investigation and resolution.

Lumora Wellness Ltd reserves the right to dispute inaccurate or fraudulent payment chargebacks and may submit consultation records, consent forms, appointment logs, photographs, practitioner notes, communications, and signed documentation as evidence in defence of disputed transactions.

Fraudulent or abusive chargeback activity may result in debt recovery action and restriction from future services.

No refunds will be issued in such circumstances.

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  1. FORCE MAJEURE

Lumora shall not be held liable for delays, cancellations, or inability to provide services caused by events beyond reasonable control including:

  • Severe weather

  • Illness

  • Government restrictions

  • Equipment failure

  • Utility failure

  • Fire

  • Flood

  • Pandemic events

  • Industrial action

  • Building closures

Appointments affected by such events may be rescheduled.

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  1. DATA PROTECTION & PRIVACY

Lumora processes patient information in accordance with applicable UK data protection legislation, including the UK GDPR and Data Protection Act.

Patient information may be used for:

  • Medical record keeping

  • Appointment management

  • Treatment planning

  • Legal compliance

  • Marketing where consent has been provided

Patients may request access to their data in accordance with applicable law.

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  1. GOVERNING LAW

These Terms & Conditions are governed by the laws of England and Wales.

Any disputes arising shall be subject to the exclusive jurisdiction of the courts of England and Wales.

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  1. ACCEPTANCE OF TERMS

By proceeding with any consultation, booking, payment, package purchase, treatment, or clinic interaction, patients confirm that they:

  • Have read and understood these Terms & Conditions

  • Agree to comply with all clinic policies

  • Understand that results cannot be guaranteed

  • Understand that treatments involve risks

  • Accept the clinic’s cancellation and refund policies

  • Confirm that all medical information provided is accurate and complete

  • Accept practitioner clinical judgment and decision-making

These Terms & Conditions are designed to protect both patients and Lumora Wellness Ltd while maintaining the highest standards of professionalism, safety, and care.

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© Lumora Wellness Ltd – All Rights Reserved