1.0.0.

Company information:

 

Us:

The Ethicus Clinic Ltd.

Company registration: 

16415195.

Registered Address:

22-23 Commercial Road, Swindon, Wiltshire SN1 5NS (UK)

Telephone / What’s app:

0333 772 3841
Effective Date: 

12.05.2025.

 

1.1.0.

Terms and Conditions:

 

1.1.1: These Terms and Conditions ("Terms") govern all bookings and services provided by The Ethicus Clinic Ltd ("we", "us", “our”, "the Clinic", “clinicians”, “practitioners” or “The Ethicus Clinic”) to our clients/patients ("you", "your").

 

1.1.2: By booking an appointment, you accept these Terms in full. Please read them carefully before proceeding.

 

1.1.3: These Terms and Conditions ("Terms") govern your access to and use of The Ethicus Clinic Ltd.’s services, website, intellectual property and any associated digital platforms.

 

1.1.4: By using our services or accessing our website, you agree to be bound by these Terms. If you do not agree with these Terms, you should not use our website or services. The term “appointment”, “treatment” or “consultation” is a face-to-face interaction with a practitioner.

 

1.2.0.

Our Services:

We provide the following services under strict adherence to UK clinical, professional, and legal standards:

 

1.2.1: Non-surgical aesthetic procedures (e.g., botulinum toxin, dermal fillers, skin rejuvenation).

 

1.2.2: Ear wax removal (microsuction/irrigation/manual removal).

 

1.2.3: Wellness consultations (as applicable).

 

1.2.4: All services are delivered by qualified, experienced, insured clinicians registered with the relevant UK professional regulatory bodies (e.g., NMC, HCPC, GMC as applicable).

 

1.3.0.

Scope of Services:

 

1.3.1: The Ethicus Clinic Ltd provides private aesthetic medicine, health screening, wellness services, ear wax removal and non-surgical medical treatments. All services are subject to clinical assessment, suitability, and professional discretion. The Ethicus Clinic Ltd only employ experienced, UK registered healthcare professionals (Doctors, Nurses & Paramedics).

 

1.4.0.

Client Eligibility and Suitability:

 

1.4.1: You must be 18 years or older to receive aesthetic treatments. ID photographic proof of age should be available on request (valid passport or driving licence (full or provisional).

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1.4.2: For ear wax removal for our paediatric (child) patients/clients a parental/legal guardian/legal care giver must complete the consent form.

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1.5.0.

Consultations, Treatment and Consent:

 

1.5.1: A consultation will be provided before any aesthetic procedure to assess suitability and provide information; this is a free (no cost) 30-minute consultation prior to any aesthetic treatment.

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1.5.2: You will be required to complete a medical declaration and health screening questionnaire alongside a clinician, and you must disclose all medical conditions, all current medications (over the counter medications and prescribed medication), any allergies (medication, food and environmental) and previous procedures during your consultation.

 

1.5.3: You must disclose full and accurate health information during your consultation and throughout your treatment plan.

 

1.5.4: You will be required to read and complete a consent form prior to antiwrinkle treatments, ear wax removal and/or any treatment that is deemed to require a consent form.

 

1.5.5: We reserve the right to refuse treatment based on clinical contraindications, risk to your/our safety, or your failure to disclose medical history.

 

1.5.6: All services provided are in accordance with best clinical practice and are delivered by qualified healthcare professionals.

 

1.5.6: Services and treatments do not replace advice or treatment from your GP or NHS or Private medical services that may be currently treating you / consulting with you for any physical and/or mental health condition.

 

1.5.7: You have the right to ask questions and decline treatment at any time.

 

1.5.8: You acknowledge that aesthetic, ear wax removal and wellness treatments may involve risks or side effects which will be discussed during consultation. These risks will be discussed with you during your consultation, you are under no obligation to proceed, you may need time to reflect on the services to which you choose to engage with us. You are under no obligation to proceed with any treatments, you must ensure you make an informed decision prior to any treatments at The Ethicus Clinic Ltd.

 

1.5.9: We reserve the right to decline or discontinue treatment if deemed clinically inappropriate or unsafe to your physical and/or mental health.

 

1.5.10: Your initial face-to-face 30-minute consultation is mandatory for all aesthetic (non-surgical) treatments. The rationale for this: The Nursing and Midwifery Council UK (NMC) is updating its position on the remote prescribing of non-surgical cosmetic medicines, including certain anti-wrinkle injections and aesthetic emergency kit items. From 1 June

 

2025, nursing and midwifery prescribers will be required to consult with people face-to-face before issuing prescriptions for these procedures. The NMC expect all nurse and midwife prescribers to deliver safe and effective prescribing practice every day, but inconsistent regulation of non-surgical cosmetic practice can present risks to people who use these services and the public. Face-to-face consultations support the mitigation of these risks, and adopting this position will better align the NMC with other health and care regulators. Further information can be found at: https://www.nmc.org.uk/news/news-and-updates/nmc-to-update-position-on-remote-prescribing-of-non-surgical-cosmetic-medicines/

 

1.5.11: Your aesthetic treatment can be scheduled 24-48 hours after your mandatory 30-minute consultation, this allows The Ethicus Clinic Ltd to safely prescribe and await deliver of antiwrinkle treatments via our online pharmacy provider, deliver times may vary you will be updated in person/by telephone/e-mail/in writing should there be a delay in delivery and thus your appointment will be re-scheduled until such time your prescribed anti-wrinkle treatment has arrived.

 

1.5.12: For the avoidance of doubt, all antiwrinkle treatments are individually prescribed and are for you personally, we to not order in bulk or hold spare stock. The prescription is individual to you, and a legal UK private prescription is required.

 

1.6.0. Aftercare and Results:

 

1.6.1: Individual results vary and cannot be guaranteed for all aesthetic, antiwrinkle and ear wax removal treatments.

 

1.6.2: A comprehensive aftercare information leaflet (printed and digital) will be provided on completion of your aesthetic/ear wax removal. This information should be followed to reduce the risk of complications on all aesthetic treatments and ear wax removal treatments.

 

1.6.3: For all aesthetic treatments there will be a mandatory treatment review following your aesthetic treatment. There is no additional cost for this review, the timings for each review will vary depending on the chosen treatment, these can be found on our website (www.theethicusclinic.co.uk) under the section titled ‘treatments’

 

1.6.4: For ear wax removal a review is not mandatory. However, a review be arranged at the request of the client, charges will apply.

 

1.7.0.

Booking and Payment:

 

1.7.1: Appointments must be booked in advance via our online booking system on our website (www.theethicusclinic.co.uk), by email (the-ethicus-clinic-ltd@outlook.com) or by telephone.  

 

1.7.2: The Ethicus Clinic Ltd publish all consultation and treatment prices at www.theethicusclinic.co.uk under the section ‘treatment menu’.  All prices are reviewed biannually and can change without prior notice, we will never ask you to pay more than the advertised listed cost/price of your treatment once your booking has been confirmed.

 

1.7.3: There is no cost/charge on our aesthetic (non-surgical) mandatory consultations (see section 1.5.10 within our Terms and Conditions of booking), a £50.00 refundable deposit will be required, rules apply (see 1.7.4 see section 1.5.10 within our Terms and Conditions of booking).

 

1.7.4: The Ethicus Clinic Ltd will request a £50.00 deposit for your initial mandatory consultation. This is refundable immediately after your consultation, or it can be taken off the cost of your treatment/s, the client will have autonomy on this decision. If you do not attend your 30-minute initial mandatory consultation, you will become a “no show”, in this instance the £50.00 deposit will not be refunded.

 

1.7.5: You must give The Ethicus Clinic Ltd at least 24 hours’ notice if you are wanting to reschedule/cancel your mandatory initial 30-minute aesthetic consultation. A notice period/cancellation of less than 24 hours will result in your £50.00 deposit being non-refundable.

 

1.7.6: A non-refundable booking deposit of £25.00 is required for ear wax removal, this is to secure your consultation and potential treatment. You must give The Ethicus Clinic Ltd at least 24 hours’ notice if you are wanting to reschedule/cancel ear wax removal consultation. A notice period/cancellation of less than 24 hours will result in your £25.00 deposit being non-refundable. If you do not attend your booked consultation, you will become a “no show”, in this instance the £25.00 deposit will not be refunded. The deposit of £25.00 can be taken off your balance upon payment of ear wax removal treatment.

 

1.7.3: There is no additional monetary cost for all planned aesthetic treatment reviews.

 

1.7.4: All prices are clearly listed on our website or communicated during consultation/enquiry.

 

1.7.5: Full payment/balances/monies owed on all treatments provided by The Ethicus Clinic Ltd are due at the time of treatment unless otherwise agreed in writing.

 

1.7.6: All payments are processed in GBP (£). The Ethicus Clinic Ltd accept payments online via our booking system, via debit or card, bank transfer, PayPal or cash (GBP, £). The Ethicus Clinic Ltd does not accept cheques or credit facilities including loans or payment plans.

Where applicable, VAT will be included in the total price. All clients receive a full receipt on all payments made.

 

1.7.7: Promotions and Gift Vouchers: Promotions are subject to change and may not be combined unless stated otherwise. The Ethicus Clinic Ltd can withdraw any promotion at any time without prior notice. Gift vouchers are valid for 12 months from the date of issue and are non-refundable.

 

1.8.0. Cancellations, Late Arrivals and Refunds:

 

1.8.1: Cancellation with 24 hours’ notice will not incur any further charges.

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1.8.2: Cancellations with less than 24 hours’ notice will result in The Ethicus Clinic Ltd retaining your deposit, thus non-refundable to you (£20.00 for ear wax removal and £50.00 for aesthetic treatments). For the avoidance of doubt, if your appointment was 11am on Tuesday, you will need to cancel by 11am on the Monday.

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1.8.3: Late arrivals (10 minutes or more) will result in your appointment being shortened and/or rescheduled by The Ethicus Clinic Ltd.

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1.8.3: In the unforeseen event The Ethicus Clinic Ltd cancels your schedule consultation/appointment/treatment for any reason, you will be contacted at the earliest opportunity (by telephone, e-mail, face-to-face) and you will receive a full refund of deposit/monies paid, this will be processed within 7 working days.

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1.8.4: Refunds are not provided due to dissatisfaction with results, as all outcomes vary. Refunds will not be issued for completed treatments unless required under the Consumer Rights Act 2015 due to faulty service or negligence.

 

1.9.0.

Complaints:

 

1.9.1: Policy Statement: The Ethicus Clinic Ltd is committed to providing the highest standards of clinical care and customer service. We recognise that occasionally things may not go as expected, and we welcome all feedback , including complaints as an opportunity to improve our services. This policy outlines our approach to handling complaints in a fair, transparent, and timely manner in accordance with UK law and professional standards set by the Nursing and Midwifery Council (NMC).

 

1.9.2: Purpose and Scope, this policy applies to: Clients/patients of The Ethicus Clinic Ltd, their relatives, carers, or representatives, any individual acting on behalf of a client or prospective client. It covers all services provided by The Ethicus Clinic Ltd, whether in-person or through digital platforms.

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1.9.3: Legal and Regulatory Framework. This complaints policy is informed by the following UK laws and professional standards: The NMC Code (2018) – Prioritising people, practising effectively, preserving safety, and promoting professionalism. UK General Data Protection Regulation (UK GDPR) and Data Protection Act 2018 – Protecting confidentiality and managing personal data during investigations. The Consumer Rights Act 2015 – Ensuring clients receive services with reasonable care and skill. The Equality Act 2010 – Ensuring no discrimination in the handling of complaints. The Human Rights Act 1998 – Respecting the rights of individuals throughout the complaints process.

 

1.9.4: Principles of Our Complaints Procedure. We commit to ensuring our complaints process is: Open and accessible to all clients regardless of background or ability. Timely, with clear timescales for response. Fair, ensuring a non-judgemental and unbiased approach. Confidential, protecting client information in accordance with UK GDPR. Constructive, using complaints as a tool to improve our service

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1.9.5: How to Make a Complaint: Verbally (in person or by telephone) In writing. Via a third party with the client's consent. Contact Details for Complaints:

The Ethicus Clinic Ltd

22-23 Commercial Road, Swindon, Wiltshire SN1 5NS (UK)

 

0333 772 3841 (Telephone / WhatsApp)
The-Ethicus-Clinic-Ltd@outlook.com

1.9.6: Where a verbal complaint is made, we will ask the complainant to follow up in writing or will document the details ourselves for clarity.

 

1.9.7: Timeframes for Submitting Complaints: We ask that complaints be raised within 12 months of the incident or the date when the issue came to the complainant’s attention. Complaints outside this timeframe may be considered at the discretion of the clinic if there is a good reason for the delay.

 

1.9.8: Stages of the Complaints Process. Stage 1: Informal Resolution: We encourage clients to raise concerns early and directly with the practitioner or staff member involved. Many issues can be resolved quickly and informally. Stage 2: Formal Complaint: If informal resolution is not appropriate or successful, the complaint will be escalated. Upon receipt of a formal complaint: Acknowledgement will be sent within 3 working days. A full investigation will be conducted by the Clinic Director or a designated senior clinician not involved in the complaint. A written response will be issued within 20 working days. If more time is required, the complainant will be updated with reasons and expected completion time. Our response will include: 1. A summary of the complaint. 2. The findings of the investigation. 3. Any actions taken or lessons learned. 4. An apology where appropriate.

 

1.9.9: Unreasonable, Vexatious Complaints & Abuse: While we are committed to hearing all complaints, The Ethicus Clinic Ltd reserves the right to restrict communications with individuals whose behaviour is abusive, persistent, or unreasonable whether it be via telephone, face-to-face, online (SMS, e-mail, what’s app, social media platforms. Any decision to limit communications will be documented and communicated in writing. 

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1.9.10: We will not tolerate any abusive behaviour within our clinic setting or towards those individuals that work on behalf of the Ethicus Clinic Ltd or to other clients of The Ethicus Clinic. In such circumstances, the Police will be contacted, and any evidence will be passed onto the Police for their investigations.

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1.9.11: The Ethicus Clinic Ltd will always have a low threshold to any abuse, in whatever form or by any means and thus we will take legal action when required.

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1.9.12: External Review and Escalation: The Ethicus Clinic Ltd is currently in the process of applying for registration with the Care Quality Commission (CQC). We are committed to delivering safe, effective, and person-centred care in full alignment with the Fundamental Standards set out by the CQC and the expectations of our clients.

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1.9.13: While our registration is in progress, we continue to uphold high standards of clinical governance, professional accountability, and patient safety in accordance with the Nursing and Midwifery Council (NMC) Code, the Health and Social Care Act 2008, and other relevant UK legislation.

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1.9.14: As we are not yet registered with the CQC, please note that there is currently no statutory ombudsman for private healthcare services in England. However, we encourage all clients to raise any concerns directly with us through our transparent complaints process, and we are committed to resolving issues fairly and promptly.

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1.9.15: Where appropriate, patients may also escalate professional concerns to the NMC or data protection concerns to the Information Commissioner’s Office (ICO).

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1.9.16: If the complaint involves a registered nurse: Complainants may escalate concerns to the Nursing and Midwifery Council (NMC) if they believe the practitioner’s fitness to practise is in question. Website: www.nmc.org.uk.

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1.9.16: If the complaint involves a registered Paramedic: Complainants may escalate concerns to the Health and Care Professions Council (HCPC) if they believe the practitioner’s fitness to practise is in question. Website: https://www.hcpc-uk.org

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1.9.17: If the complaint involves a registered medical Doctor: Complainants may escalate concerns to the General Medical Council if they believe the practitioner’s fitness to practise is in question. Website: https://www.gmc-uk.org.

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1.9.18: If the complaint relates to data protection: You may raise a concern with the Information Commissioner’s Office (ICO). Website: www.ico.org.uk. Phone: 0303 123 1113

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1.9.19: Alternative dispute resolution: Complainants may also seek independent legal advice or mediation.

 

1.9.20: All complaints are logged in a secure complaint register, which includes:

1. The date received

2. Nature of the complaint

3. Investigation outcome

4. Actions taken

5. Date of resolution
    

1.9.21: Complaint records are held for at least 6 years in accordance with our data retention policy and UK GDPR.

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1.9.22: Confidentiality and Data Protection: All information relating to complaints will be handled sensitively and in compliance with the UK GDPR and the Data Protection Act 2018. Information will only be shared with those directly involved in resolving the complaint, or with regulatory bodies where legally required.

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1.9.23: This complaints policy is reviewed annually or following significant changes in UK Legislation, Clinical governance standards, Business operations of The Ethicus Clinic Ltd, Feedback from complaints will be reviewed regularly to identify trends, areas for improvement, and staff training needs.

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2.0.0. Confidentiality, Medical Records, Data Protection and Privacy Policy:

 

2.0.1: The Ethicus Clinic Ltd is registered with the UK Information Commissioner’s Office (ICO). Website: www.ico.org.uk. Phone: 0303 123 1113. The Ethicus Clinic Ltd is committed to protecting your personal data and complying with all applicable data protection legislation, including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

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2.0.2: All personal and medical information is handled in accordance with the UK General Data Protection Regulation (UK GDPR) and Data Protection Act 2018. Your information is confidential and will only be shared with third parties where legally required or with your consent.

 

2.0.3: Medical records are retained for a minimum of 10 years after the conclusion of treatment or death, or longer where legally mandated.

 

2.0.4: In line with current UK legislation, you have the right to request a copy of your medical records at any time following a request in writing.

 

2.0.5: What Information We Collect: We collect and process the following types of personal and health-related information to provide safe, high-quality care:

1. Full name

2. Date of birth

3. Contact details (phone numbers, email address, postal address)

4. Relevant physical and mental health information including full current and historical conditions, medications, and allergies

5. General Practitioner details, including the practice address

6. Lifestyle and occupation-related information, where clinically relevant

7. Information from forms completed on our website, this may include various consent forms for treatment

8. Website usage data and transactional information

9. Clinical photographs or images you consent to share

10. Any other information you voluntarily provide when requested by us to ensure high standards of care and for ongoing treatment as required

 

2.0.6: How We Collect Your Data and Why: We primarily collect your personal information directly from you, either via online forms, during consultations, or through correspondence.

We process your data based on one or more of the following lawful bases under UK GDPR:

1. Legitimate Interests / Contractual Necessity

2. To provide you with a personalised, safe and effective treatment plan

3. To manage bookings, consultations, and treatment records

4. To confirm appointments and send reminders

5. To communicate changes to services that may affect your care

 

2.0.7: The Ethicus Ltd will request your verbal, written consent and/or ‘tick box’ consent:

 

1. To send marketing communications (via email, SMS, phone or post) (you can opt out at any time).

2. To collect and use clinical photographs (5 mandatory photo graphs prior and post all aesthetic treatments)

3. To gather feedback via surveys to improve services

4. To send marketing communications (via email, SMS, phone or post)

5. To use clinical photographs (only with your explicit consent)

 

1. To gather feedback to help improve our services

 

2.0.8: Implied consent is most relevant in emergency situations whereby obtaining explicit consent is not feasible or would delay potentially life-saving treatment. In an emergency and if it is not possible to find out a patient’s wishes, treatment can be provided without patient consent, provided the treatment is immediately necessary to save their life or to prevent a serious deterioration of their condition and in their best interests. One example of this would be starting Cardiopulmonary resuscitation (CPR) in cardiac arrest (when the heart suddenly and unexpectedly stops beating).   

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2.0.9: Legal Obligation: To comply with regulatory or legal obligations (e.g. safeguarding, audit, health regulations). To cooperate with investigations or complaints raised through official channels.

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2.0.10: Vital Interests / Public Interest: To protect your health or the health of others in emergency situations or public health interest.

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2.0.11: Marketing and Communications: With your explicit consent, we may contact you via email, SMS, telephone, or post regarding relevant services, offers or updates. You may withdraw this consent at any time by contacting us in person, via email, telephone or letter and/or by clicking the "unsubscribe" link in any marketing email and/or updating your preferences in your Pabau (our online booking/database).

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2.0.12: We may contact you with information about services, offers, or health updates but only if you have given us your consent. You can withdraw this consent at any time.

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2.0.13: How We Collect and Use Your Data: We obtain most personal data directly from you, via online forms, during appointments, or through direct communication. We process your data for the following reasons, under lawful bases defined in the UK GDPR: Legitimate Interests / Contractual Necessity:

1. To assess your health needs and provide appropriate treatments

2. To manage your appointments and keep accurate clinical records

3. To send booking confirmations and appointment reminders

4. To follow up on treatment plans and outcomes

5. To communicate important updates about your care or our service

 

2.0.14: How We Store and Protect Your Data: Your personal data is stored securely using “Pabau”. Pabau is a clinical management system designed for healthcare providers and is aligned with GDPR and ISO 27001 standards.
 

2.0.15: Security features of Pabau include:

1. End-to-end encryption: All data in transit is protected by 256-bit SSL encryption

2. Encrypted storage: Your data is encrypted at rest using AES-256

3. Secure access controls: Role-based permissions and two-factor authentication help protect against unauthorised access

4. UK & EU-based data hosting: Data is stored in secure, GDPR-compliant data centres

5. Daily backups & disaster recovery protocols: To ensure service continuity and data integrity

6. Regular penetration testing & vulnerability scanning

7. The Ethicus Clinic Ltd operates a paperless system to further reduce privacy risks

8. Your medical and personal data are stored securely and processed in accordance with the UK GDPR and Data Protection Act 2018

9. Your information will never be shared with third parties without your explicit consent, except where legally required

2.0.16: Data retention: We retain your personal data for ten (10) years from the date of your last appointment unless we are required by law to retain it for longer (e.g., insurance, audit, or clinical obligations). After this period, your data will be securely deleted or anonymised.
 

2.0.17: Your Rights Under UK Data Protection Law; You have the following rights under the UK GDPR:

1. Right of Access – Request a copy of your personal information

2. Right to Rectification – Request corrections to inaccurate or incomplete data

3. Right to Erasure – Ask us to delete your data in certain circumstances

4. Right to Restrict Processing – Request limits on how we use your data

5. Right to Object – Object to data processing in specific situations

6. Right to Data Portability – Request that your data be transferred to another provider

 

1. You can exercise your rights by contacting us via email or post (as per 1.0). We will respond within one month. No fee is charged for such requests.

2.0.18: Website Use: Website content is for informational purposes only and does not constitute medical advice. We may use cookies and analytics to enhance user experience. For more information, see our Cookie Policy. We are not responsible for third-party content or links.

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3.0.0. Liability:

 

3.0.1: The Ethicus Clinic Ltd holds full medical malpractice and public liability insurance.

 

3.0.2: The Ethicus Clinic Ltd is not liable for any loss or injury that results from failure to follow our local safety advice and procedure, aftercare advice or if the client fails to provide and honest and/or accurate medical history, including medications and allergies.

 

3.0.3: Nothing in these Terms excludes liability for death or personal injury due to negligence.

 

5.0.0. Infection Control:

 

5.0.1: Infection control protocols are strictly adhered to as per UKHSA guidance.

 

5.0.2: You must not attend your appointment if you are experiencing symptoms of COVID-19 or any contagious illness/infections.

 

5.0.3: We reserve the right to reschedule appointments in the interest of safety, including infection prevention and control.

 

6.0.0. Right to Refuse Treatment:

 

6.0.1: We reserve the right to decline to provide treatment if we believe the treatment is not in your best clinical interest, you are under the influence of drugs or alcohol and/or you beave in an aggressive or inappropriate manner (see point 1.9.9, 1.9.10 and 1.9.11).

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7.0.0. Governing Law:

 

7.0.1: These Terms and Conditions are governed by and construed in accordance with the laws of England and Wales, and you agree to submit to the exclusive jurisdiction of the English courts.

 

7.0.2: The Ethicus Clinic Ltd reserves the right to amend these Terms at any time. Updates will be published on our website and take immediate effect.

 

7.0.3: Continued use of our services constitutes acceptance of the updated Terms.

 

8.0.0. Insurance and Liability.

 

8.0.1: The Ethicus Clinic Ltd holds full professional indemnity, public liability, and medical malpractice insurance.

 

8.0.2: To the fullest extent permitted by UK law, we shall not be liable for any indirect or consequential loss, including lost income or emotional distress, arising from the use of our services.

 

8.0.3: To the fullest extent permitted by UK law, we shall not be liable for any indirect or consequential loss, including lost income or emotional distress, arising from the use of our services.

 

9.0. Intellectual Property:

 

9.0.1: ALL content on our website (text, graphics, logos, photos, videos, written information, including policies etc.) is the property of The Ethicus Clinic Ltd. You may not reproduce, distribute, or exploit any content without written permission. Legal action will be taken for all breaches of intellectual property reproduction without consent.

 

10.0.0. Force Majeure:

 

10.0.1 We are not liable for delays or failure to provide services due to events beyond our reasonable control (e.g., natural disasters, pandemics, power outages).