Please find the terms on which Pulse Light Clinic has set below which provides service to its clients. Please ensure that you have read and fully understood them prior to booking any treatment or consultation.

1. Appointments and Cancellation Policy

  • If you need to reschedule or cancel your appointment, please inform us 48 hours notice prior to your appointment. Failure to give us 48 hours notice will result in the loss of your appointment from your prepaid course of treatment and a £50 cancellation fee. Pulse Light Clinic sends out a reminder of appointment via SMS and email at least 24 hours prior and to your appointment, however, this is NOT to be confused as a reminder of your 24-hour notice of cancellation.
  • All the technicians here at Pulse Light Clinic are trained and certified in accordance with the company’s treatment protocol and therefore we do not guarantee continued treatment with a specific named technician.
  • Please arrive at least 10 minutes prior to your appointment in advance so that the necessary paperwork can be completed. Late arrival may result in reduced treatment time or forfeiting of the appointment.
  • Pulse Light Clinic will make every reasonable effort to ensure that your appointment takes place at the scheduled time. However, if we need to delay, cancel or reschedule your appointment at short notice, we will contact you as soon as reasonably possible.
  • Prior to your appointment, we will inform you of any preparation required such as shaving, makeup removal, avoidance of sun exposure etc.
  • Please be aware that if you arrive at your appointment & it is deemed to be unsafe to continue with your treatment by our technicians due to tanning and sun exposure, your appointment may be postponed to a later time.
  • Please be advised makeup, deodorant, perfume and oil-based products must be removed before treatment. Practitioners will cleanse the area however we cannot be held responsible for all of the above products that may lay dormant in the skin pores and can cause an adverse reaction.
  • All clients have to be 18+ of age to start any treatment.

2. Lateness Policy

  • If arrival is delayed it is not always possible for us to accommodate your full appointment, which means your appointment time may have to be shortened or cancelled. We will always try to accommodate last-minute changes if we can however this is only if the appointment is available for a later time. Please be aware that with certain skin treatments we may require you to arrive 30 minutes prior to your appointment for the application of numbing cream. Please be advised any lateness may mean the treatment is cancelled if staff members do not feel they can perform treatment without numbing cream having been applied.

3. Refund Policy

  • All treatments must be paid for in advance of the first booking in full or via our finance option.
  • Discounted & Offer packages are only refundable for medical reasons.
  • Pulse Light Clinic provides full or partial refund for any unused laser treatments if the request is made within the cooling off period of 14 day. Should this period pass, Pulse Light Clinic only offers refunds based on a medical reason.
  • If any of the sessions from a package have been used, the refund amount will be based on the deduction of individual list price, rather than the discounted package price.
  • Please contact our Customer Support team at [email protected] for a refund request. We will do our best to assist and support you.
  • If any remaining sessions in a treatment package are no longer necessary—whether because the desired results have been achieved in fewer sessions than expected, the client is deemed unsuitable for further sessions on the specific area, or the client is satisfied and no longer requires the remaining sessions—the company will not issue a monetary refund at the client’s request. Instead, the company will provide credit, which can be redeemed for the same or an alternative treatment of equivalent value.
  • If a client chooses to cancel a multi-session treatment package—whether due to a decision not to continue with the remaining sessions or dissatisfaction with the results—the sessions already completed will be charged at the full individual session rate, plus a 40% adjustment. This adjustment reflects the substantial discount applied to our packages compared to booking individual treatments. The policy is designed to maintain fairness and transparency, and to safeguard the value of our discounted pricing structure.

4. Liability Policy

  • Pulse Light Clinic will not be liable in contract, tort or otherwise for any economic loss (including, without limitation, loss of profit), or for any other special, indirect or consequential loss or damage arising out of, or in connection with, its provision of any goods and/or services to the client.
  • It is the client’s responsibility to ensure that he/she provide us with all relevant medical details prior to each treatment. We will not be liable for any damage that occurs as a result of the client’s failure to disclose such details.
  • The client agrees to comply with all instructions and/or recommendations given to them by, or on behalf of, Pulse Light Clinic technicians regarding the care of a treated area.

5. Complaint Policy

  • We always try to give the best service possible, but there may be times when you feel that this has not happened. you are entitled to submit a complaint, either verbally, by telephone or in writing to our complaints department at [email protected].
  • The member of staff who initially receives the complaint will convey the details to the complaints department and you will receive an acknowledgement within two working days of lodging the complaint that an investigation into the matter is underway.
  • During the course of the investigation, we may contact you for further information via email or telephone and require you to attend an additional consultation meeting with the practitioner involved in your treatment if needed. If you are not satisfied with this initial attempt at resolution or have any objection to being seen by this practitioner, the complaints department will review your case.
  • This is a summary of the complaints procedure. A full version is available upon request.

6. Payment Policy

  • Correct payment must be received before treatments can be scheduled and commenced. Generally, this is in full or can be financed in-clinic with BuyLine over six (6), ten (10), or eleven (11) monthly instalments (30-day payments), subject to approval. A minimum deposit of 10% is required, though we require a 20% deposit for treatment totals over £500.
    Offers may not be combined with any other sale, finance options, promotion, discount, code, coupon, and/or offer unless otherwise specified. If you refuse to pay in advance, we have the right to refuse your treatment. Instalments must be paid monthly as agreed, and failure to do so may result in penalties or affect your credit rating.
  • PrePayment Guarantee: The term PrePayment Guarantee means there is no expiration date on any purchase you make online, in-clinic or by phone, Any existing or new client who has purchased Pulse Light Clinic treatment(s), is guaranteed to have their treatment package honoured
  • In the purchase of any full body package of laser hair removal treatments, the unwanted or unsuitable areas included in the package cannot be swapped for other areas not included or for extra sessions of areas that are included.

 7. Gift Cards:

  • Gift cards are currently valid for 12 months from the date of purchase.    The expiry date is printed on the reverse of the card.
  • We operate a 5-day cooling-off period for gift cards purchased online. You can cancel your order at any time until five working days after the purchase date, only if you haven’t used the amount or part of the amount. After this time, gift cards are non‐refundable.
  • Please advise us of any cancellations in writing – email [email protected] supplying your name, address and gift card number.
  • Please note that any gift cards purchased prior to offers cannot be exchanged for discounted or promotional gift cards.
  • Gift cards cannot be redeemed on the day of purchase. The owner should arrange a consultation before redemption.
  • Gift card promotions are subject to change and availability, cannot be used in conjunction with any other offer and cannot be used to purchase Membership.
  • We reserve the right to change or add new offers at any time.
  • Pulse Light Clinic gift cards can be used as full or part payment towards a treatment or a package of treatments.
  • Gift cards cannot be used to purchase additional gift cards online or for any products.
  • Gift cards are non‐transferable but can be upgraded for an additional cost, subject to availability.
  • Gift cards cannot be exchanged for cash or redeemed against existing bookings where payment has already been made.
  • Please note that we are unable to extend expiry dates if gift cards are unused.

8. Child Care Policy

  • Children are welcome into our clinic; however, our staff are regrettably not able to supervise children during treatments for health and safety and insurance purposes. We politely ask that you do not bring your children along with you unless they are supervised by another adult.

9. Drunk or under the influence of drug substances

  • The staff at Pulse Light Clinic will refuse treatment to any clients who are disruptive and obviously under the influence of alcohol or drugs. ( This does not include clients who are receiving prescribed medication).

10. Pet Policy

For the health and safety of our patients, Pulse Light Clinic has a No-Pets policy.
Although we love animals, we ask that you please leave your pet at home during your visit to Pulse Light Clinic.

This No-Pets policy applies to:
– Pets
– Emotional Support Animals
– Comfort Animals
– Therapy Animals

Pulse Light Clinic allow access for all individuals to public places; therefore, we do allow working service dogs to accompany our patients. Service animals are individually trained to perform work or tasks for people with disabilities. Service animals are required to be leashed or harnessed except when performing work or tasks where such tethering would interfere with the dog’s ability to perform the work or tasks. Dogs whose sole function is to provide comfort or emotional support do not qualify as service animals.

Should you arrive to an appointment with a pet that is not a service animal, you will be asked to remove the animal from our Clinic facility. To avoid any disruption or inconvenience, we ask that you please leave your pet at home.

Pulse Light Clinic Policy on Audio-Visual Recordings and Privacy

1. Purpose

At Pulse Light Clinic, we recognize that people using our services or members of the public may wish to make audio-visual recordings on our premises, during consultations, or doing their treatments. This policy outlines the circumstances under which such recordings are permitted and the conditions that must be met to ensure privacy and confidentiality are respected for all parties involved.

2. Recordings in Public Areas

Public areas within our clinics, such as reception and waiting areas, may not be recorded without prior written consent from Pulse Light Clinic requested before doing the recording. Additionally, all individuals who are filmed or recorded must give their consent.

  • Prohibited: Filming or photographing others without consent, including staff, patients, or visitors.
  • If confidentiality is at risk, staff may ask the person to stop recording or delete the footage. If the person refuses, the issue will be escalated to the Clinic Manager and/or the Data Protection Officer of the Clinic. The person may be asked to leave the premises if they do not comply.

3. Recordings of Consultations or Treatments

Recordings are not permitted during treatments and consultations. The clinic may make exceptions to this rule, but this needs to be requested in advance by email to our Customer Support team at [email protected]. In any case, this authorisation cannot compromise our patient’s privacy, the standards of our medical and aesthetic treatments and procedures, nor the internal harmony and organisation of the Clinic. Pulse Light Clinic reserves the right to revoke this authorisation, at any time, if – for any reasons – concludes that the aforementioned items are being compromised, or at the judgement of the Manager at the Clinic, is in the best interest of the clinic to revoke such authorisation. Pulse Light Clinic may also authorise to record under certain conditions, for example, if the treatment or consultations is done in a specific clinic, or by a specific practitioner. In the case of client’s reasonable requests to record consultations for personal use, such as to aid memory or support, staff may also suggest alternative solutions, such as providing notes or access to records, to avoid recording. Consultations may be recorded only by Pulse Light Clinic for training and reporting purposes.

  1. Livestreaming of Consultations or Treatments

Pulse Light Clinic do not authorise livestream recording of consultations or treatments. The clinic may make exceptions to this rule, but this needs to be requested in advance by email to our customer support team at [email protected]. In any case, this authorisation cannot compromise our patient’s privacy, the standards of our medical and aesthetic treatments and procedures, nor the internal harmony and organisation of the Clinic. Pulse Light Clinic reserves the right to revoke this authorisation, at any time, if – for any reasons – concludes that the aforementioned items are being compromised, or at the judgement of the Manager at the Clinic, is in the best interest of the clinic to revoke such authorisation. Pulse Light Clinic may also authorise to livestream record under certain conditions, for example, if the treatment or consultations is done in a specific clinic, or by a specific practitioner. In the case of client’s reasonable requests to livestream record consultations for personal use, such as to aid memory or support, staff may also suggest alternative solutions, such as providing notes or access to records, to avoid recording, or may consider alternatives, such as repositioning cameras or transferring care to colleagues.

6. Covert Recordings

We discourage and do not authorise covert recordings, as they undermine trust between patients and our staff. If a client or member of the public attempts to record a consultation covertly, staff will address the issue directly and encourage transparency. If confidentiality is at risk, staff may ask the person to stop recording or delete the footage. If the person refuses, the issue will be escalated to the Clinic Manager and/or the Data Protection Officer of the Clinic. The person may be asked to leave the premises if they do not comply.

 

7. Misuse of Recordings

If recordings are shared publicly, such as on social media, without consent, this may constitute a breach of confidentiality under data protection laws.

In such cases, Pulse Light Clinic will take action to request the removal of recordings from public platforms and may escalate the matter to the police or take legal action if necessary.

8. Legal Considerations

Data Protection: Recordings made for personal use by patients or members of the public fall outside the scope of data protection legislation. However, any use of the recording beyond personal use (e.g., sharing it publicly) may make the individual subject to data protection laws.

Confidentiality: Any recording that exposes confidential information about others, including staff or patients, is not permitted.

Human Rights: We respect individuals’ right to privacy under the European Convention on Human Rights. This includes a reasonable expectation of privacy during consultations and care.

9. Contact

For further information or if you have concerns regarding recordings or privacy, please contact our Customer Support team at [email protected].

Pulse Light Clinic CCTV Policy

1. Purpose of CCTV

Pulse Light Clinic uses closed circuit television (CCTV) systems to monitor various areas within our premises for legitimate business purposes, including:

  • Ensuring the safety and security of both staff and clients (including visitors), and acting as a deterrent to crime.
  • Resolving disputes related to staff conduct or client concerns.
  • Preventing theft, damage, or vandalism to the clinic’s property.
  • Supporting law enforcement in any relevant investigations.

2. What We Record

CCTV cameras may capture video footage of individuals who enter our clinic. Please note: CCTV coverage is strictly limited to public areas such as reception and waiting rooms. We do not use CCTV in treatment rooms, bathrooms, changing areas, or other private spaces.

3. CCTV Footage Access

Access to CCTV footage is strictly controlled and limited to authorized personnel within Pulse Light Clinic. Only a small group of trained staff are permitted to review CCTV footage for the purposes outlined above. CCTV footage may be shared with relevant authorities (such as law enforcement) when necessary for legitimate business purposes, and only with prior approval from our Data Protection Officer or Legal Team.

4. Retention and Security of Footage

CCTV footage is securely stored and protected against unauthorized access. All recordings are kept for up to 30 days from the date of capture and are automatically deleted thereafter, unless required for an ongoing investigation or upon a valid request by law enforcement or the individual involved. The CCTV system is password-protected, and access is logged to maintain accountability and security.

5. Accessing Your Information

You have the right to request access to any personal data we may have recorded, including CCTV footage, in accordance with data protection laws. Please note that in some cases, we may need to obscure the images of third parties in the footage before it is disclosed. For further details on your rights, or to make a request, please contact our Customer Support team at [email protected]

6. Notification

In line with data protection requirements, we have placed clear signage at the clinic informing clients and visitors that CCTV is in operation. These notices are displayed in areas where CCTV monitoring occurs.

7. Contact Information

For any questions or concerns regarding our CCTV policy or to make a request about the footage, please contact our Customer Support team at [email protected]

Pulse Light Clinic Call Recording Policy

1. Purpose

This policy outlines the process for recording calls at Pulse Light Clinic. The main purposes of call recording are to:

  • Support staff training and development.
  • Protect staff from abusive or nuisance calls.
  • Document conversations related to complaints or queries.
  • Identify areas for improvement in our services.

Telephone consultations are considered part of the patient’s journey, and may be logged to the record accordingly, if necessary, at the judgement of our practitioners, though the actual voice recordings are not stored as part of the medical record.

2. Call Recording Notification

We make every effort to inform callers that their calls may be recorded, including a pre-recorded message on our phone system, website, and other communications. This is done in compliance with data protection regulations and for transparency.

3. Scope

This policy applies to all Pulse Light Clinic staff, including temporary and contracted workers. All calls made through the clinic’s telephone system are recorded, including:

  • Incoming calls.
  • Outgoing calls made by clinic staff.
  • Call transfers.

Recording stops automatically when the staff member ends the call.

4. Monitoring and Playback

Call recordings may be reviewed by senior staff, such as managers or team leaders, in a private setting. If necessary, staff may be given the opportunity to listen to recordings for feedback and professional development. External consultants may also listen to recordings for the purpose of professional development or regulatory purposes. In the case of external consultants, they must sign a non-disclosure agreement and subject themselves to all safeguarding restrictions, privacy protection regulation and considerations to which our client’s data is subject, in the same manner as our staff and professional team.

5. Storage and Security

Call recordings are stored securely within the clinic’s phone system. Access to these recordings is restricted to authorized personnel and is password protected. All recordings are retained for up to 12 months.

6. Access to Recorded Calls

You have the right to access any personal data we have recorded, including telephone conversations, through a Subject Access Request under the Data Protection Act 2018. If you wish to listen to a recording, arrangements can be made for you to do so at our premises. However, legal obligations regarding the retention and confidentiality of records may prevent the removal of certain data.

Requests from external bodies (such as law enforcement) regarding recorded calls will be directed to the clinic’s management team for review.

7. Confidentiality and Data Protection

We ensure that all call recordings comply with data protection laws, and recordings are handled confidentially. Personal calls of staff are not recorded, and only business-related calls are captured. The right to erasure (“right to be forgotten”) does not override legal retention and compliance requirements.

Thank you for your cooperation and consideration of all our patients.