ALIEN WORLD BOOKING TERMS & CONDITIONS

Applicable to Alien Aesthetics, Skin by Alien and associated Alien World services.

By booking an appointment with Alien World, you confirm that you have read, understood and accepted the following Booking Terms & Conditions, subject to your statutory consumer rights.

1. Booking Fees & Appointment Reservations

1.1. A booking fee is required to secure your appointment. This fee reserves a specific appointment time with your chosen practitioner.

1.2. Booking fees are non-refundable, subject to applicable consumer rights, as clinical time and resources are allocated to your appointment.

1.3. Your booking fee will be deducted from the total cost of your treatment when your appointment is attended and treatment proceeds.

1.4. Booking fees are personal to the named client and cannot be transferred to another individual.

1.5. A booking fee may be transferred to an alternative appointment once only, provided the reschedule is completed and confirmed in accordance with Section 3.

1.6. Once a booking fee has been transferred, any subsequent request to reschedule will be treated as a new booking. A new booking fee will be required, and the original booking fee cannot be transferred again.

2. Cancellation Policy

2.1. We operate a 24-hour cancellation policy, with a separate 48-hour notice requirement for rescheduling appointments.

2.2. Appointments cancelled with at least 24 hours' notice will not incur an additional cancellation charge. The original booking fee remains non-refundable, subject to statutory consumer rights.

2.3. Appointments cancelled with less than 24 hours' notice will incur a cancellation charge equivalent to 50% of the total booked appointment value.

2.4. Failure to attend an appointment without prior notice will result in a 75% no-show charge based on the total booked appointment value.

2.5. Any booking fee already paid will be deducted from the applicable cancellation or no-show charge. Only the remaining balance will be collected.

2.6. Cancellation and no-show charges reflect the loss of reserved clinical time, practitioner availability and associated costs. Charges remain subject to applicable consumer law.

2.7. Any outstanding cancellation or no-show balance may be collected using the authorised payment card held on the client's account.

3. Rescheduling Appointments

3.1. Appointments may be amended or rescheduled at least 48 hours before the scheduled appointment time, subject to availability.

3.2. All rescheduling must be completed and confirmed at least 48 hours before the original appointment time.Submitting a request, initiating a change or contacting the clinic does not constitute a confirmed reschedule.

3.3. A reschedule is only considered complete once the new appointment has been confirmed through our booking system or directly by our team. Until confirmation has been issued, the original appointment remains active and subject to our cancellation policy.

3.4. Each booking may be rescheduled once only, with the original booking fee transferred to the new appointment.

3.5. Any subsequent request to reschedule will be treated as a new booking and will require a new booking fee. The original booking fee cannot be transferred again.

3.6. Requests to reschedule with less than 48 hours' notice will not be eligible for a transfer of the original booking fee. A new booking and booking fee will be required.

3.7. Appointments cancelled between 24 and 48 hours before the scheduled appointment time will result in the loss of the original booking fee, but no additional cancellation charge will apply.

3.8. Appointments cancelled with less than 24 hours' notice will incur the 50% cancellation charge outlined in Section 2, with any booking fee already paid deducted from the total amount owed.

3.9. All appointment changes are subject to practitioner availability.

4. Payment Card Requirements

4.1. All clients must have valid, active payment card details securely stored within their Pabau client account before an appointment can be confirmed.

4.2. Clients are responsible for ensuring their saved payment card remains valid and has sufficient available funds to cover any applicable charges.

4.3. By completing a booking and expressly authorising the payment arrangement, clients agree that the payment card held on their account may be used to collect outstanding appointment balances and applicable cancellation or no-show charges in accordance with these terms.

4.4. Payment card details are securely stored and processed through our booking and payment providers. Alien World does not require clients to provide full card details by email or messaging services.

4.5. Failure to maintain valid payment details may result in future bookings being declined until the account has been updated.

5. Late Arrivals

5.1. Clients are expected to arrive on time for their scheduled appointment.

5.2. Arriving more than 5 minutes late may result in your appointment being refused if insufficient time remains to complete the treatment safely.

5.3. Where an appointment cannot proceed due to late arrival, the applicable late cancellation charge may apply.

5.4. We cannot extend appointment times or delay subsequent clients to accommodate late arrivals.

6. Age Restrictions & Identification

6.1. All clients must be aged 18 or over to attend our clinics.

6.2. Valid photographic identification may be requested from clients who appear to be under the age of 21.

6.3. Children and individuals under 18 are not permitted on clinic premises, including when accompanying an adult, due to insurance restrictions and the clinical nature of our environment.

6.4. Clients arriving with children or individuals under 18 may be unable to proceed with their appointment, and the applicable cancellation policy may apply.

7. Personal Bookings & Transfers

7.1. Appointments must be booked in the name of the individual receiving treatment.

7.2. Appointments, booking fees and appointment reservations cannot be transferred to another person.

7.3. Clients are responsible for ensuring all personal, contact and booking information is accurate and up to date.

8. Illness, Infection Control & Fitness to Attend

8.1. Clients must not attend the clinic while experiencing symptoms of an infectious or contagious illness, including fever, vomiting, diarrhoea or other symptoms that could pose a risk to staff or other clients.

8.2. Clients experiencing vomiting or diarrhoea must be symptom-free for at least 48 hours before attending.

8.3. Clients who become unwell must contact the clinic as soon as possible to discuss their appointment.

8.4. Illness does not automatically exempt a client from our cancellation policy. Appointments cancelled within 24 hours due to illness may remain subject to the applicable cancellation charge.

8.5. Our clinical team reserves the right to refuse or postpone treatment where a client is unwell or where proceeding would pose a clinical risk.

8.6. Requests for exceptions to our cancellation policy due to illness or exceptional personal circumstances will be reviewed on a case-by-case basis at the sole discretion of Alien World, subject to applicable consumer law. Supporting evidence may be requested where appropriate.

9. Medical Eligibility & Treatment Suitability

9.1. All treatments are subject to an appropriate consultation, medical history review and clinical suitability assessment.

9.2. Booking an appointment does not guarantee that treatment will be provided.

9.3. Our practitioners reserve the right to decline, postpone or modify a treatment if they determine that proceeding would not be clinically appropriate or in the client's best interests.

9.4. Clients must provide accurate, complete and up-to-date information regarding medical history, medications, allergies, previous treatments and relevant health conditions.

9.5. Failure to disclose relevant medical information may result in treatment being refused.

9.6. Where treatment cannot proceed due to information that should reasonably have been disclosed before the appointment, an applicable consultation or booking charge may be retained, subject to consumer rights.

9.7. Where treatment is declined following a clinical assessment, any applicable consultation fees, booking fees or refunds will be considered according to the circumstances and applicable consumer law.

10. Changes or Cancellations by Alien World

10.1. Occasionally, we may need to amend, reschedule or cancel an appointment due to practitioner illness, unforeseen circumstances, equipment issues or operational requirements.

10.2. We will endeavour to provide as much notice as reasonably possible and offer a suitable alternative appointment.

10.3. If Alien World cancels an appointment and the client does not accept an alternative, payments made for the affected appointment will be refunded in accordance with applicable law.

10.4. Nothing in these terms excludes liability that cannot lawfully be excluded.

11. Payments, Outstanding Balances & Refunds

11.1. Any remaining treatment balance is payable at the time of the appointment unless an alternative arrangement has been agreed.

11.2. Outstanding cancellation or no-show charges may be collected using the authorised payment method held on the client's account.

11.3. Clients with outstanding balances may be required to settle these before making further bookings.

11.4. Where account credit or membership balances are used to pay for an appointment, applicable charges may be deducted from the available balance in accordance with the relevant membership terms.

11.5. Refunds will be assessed in accordance with the circumstances of the booking and applicable consumer protection legislation.

11.6. Nothing in these terms affects your statutory consumer rights.

12. Treatment Expectations & Clinical Decisions

12.1. Results from aesthetic and skin treatments vary between individuals and cannot be guaranteed.

12.2. Our practitioners provide recommendations based on their professional judgement, clinical assessment and the information available at the time of consultation.

12.3. We reserve the right to decline treatment requests that we consider unsafe, inappropriate or inconsistent with our professional standards.

12.4. Clients must follow all relevant pre-treatment and aftercare advice provided by their practitioner.

12.5. Additional treatment, maintenance appointments and review appointments may be subject to separate fees and treatment-specific policies.

13. Client Conduct & Right to Refuse Service

13.1. Alien World is committed to providing a safe, respectful and inclusive environment for clients and staff.

13.2. Abusive, threatening, discriminatory or inappropriate behaviour towards any member of our team will not be tolerated.

13.3. We reserve the right to refuse treatment, end an appointment or decline future bookings where a client's behaviour compromises the safety or wellbeing of our team or other clients.

13.4. Any applicable charges or refund entitlements arising from these circumstances will be considered in accordance with consumer law.

14. Acceptance of Terms

14.1. By confirming your appointment and paying the required booking fee, you acknowledge that you have been provided with these Booking Terms & Conditions and agree to be bound by them, subject to your statutory rights.

14.2. These terms apply to appointments made online, in person, by telephone or through any other authorised Alien World booking channel.

14.3. Alien World may update these terms from time to time. The terms applicable to your booking will be those made available at the time your booking was confirmed.

14.4. Nothing in these terms limits or excludes your statutory consumer rights.

Thank you for respecting our booking policies and the clinical time reserved for your appointment.

Alien World | Alien Aesthetics | Skin by Alien