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As there is no formal written contract between Urban Clinic and patients for services
provided, the following Terms & Conditions apply. Please ensure that you have read and
fully understood them prior to booking in for any treatment.
We pride ourselves with dedicated and professional team. We strive to be acknowledged by
our patients, suppliers and regulators and we will ensure that we recruit and support our
team through ongoing training opportunities so we have highly professional staff, whose
ambitions are to exceed patient expectations.

Professional Registration

Urban Clinic is registered with the Health & Social Care Act 2008 (Regulations 2014) & the
Care Quality Commission (Regulations 2009) to provide diagnostic and screening, treatment
of disease and disorder and surgical procedures.
Urban Medi Spa is registered with the Local Authority Croydon council to provide treatments
under Special treatment licence (STL)

Opening Hours

Currently, our clinic runs from 11:00 to 18:00 Mondays to Fridays and 09:00 to 18:00 on
Saturdays. We are flexible and will accommodate your appointments as best we can at
different hours to suit your needs. We are closed on Sundays and on Public Holidays.

Out of Hours Emergency Advice

Urban Clinic monitors calls and emails throughout the day until 19:00 If you experience any
side effects or problems with the medication or procedure you had done recently, contact us
on 020 8686 7401 there is an emergency out hours option on our phone line. If it is not
so urgent, you can email us on or call the clinic on 020 8686
7401 If you experience any problems outside our normal working hours, please call the clinic
number for guidance or go to your nearest Accident and Emergency Department.

Disability Statement

Being on the ground floor, we are able to provide access to patients with wheelchair mobility
needs. If you require assistance to come up the stairs, please call us when you arrive and a
member of our team will be with you shortly.

Consultations and Confidentiality

Consultations are conducted in private and face to face ensuring confidentiality. We comply
with the Code of Practice on Confidentiality and healthcare personnel have a requirement
under their professional code of ethics to keep records about you confidential, secure and
accurate. We are also registered with Information Commissioner Office (ICO).

For your own comfort, we encourage you to bring a family member or your friend to support
you during your consultation and treatment at our clinic. If you require us to arrange a
chaperon, please let us know and we will make arrangements for our trained chaperones to
be present during consultation, assessment, treatment or review appointment.


Appointment Bookings
You can request an appointment online, send us an email or call the clinic.
We will need to check your age prior to making you an appointment to comply with legal act.
Please be prepared to show your Photographic ID on request. We will also require you to
make a booking fee of 25% to secure your appointment.

Appointment Cancellation
We require 48 hours to cancel or rearrange your appointment. Failure to attend an
appointment, without giving 48 hours prior notice, will result in 100% charge applied which
will either be deducted from your account in the clinic or will be taken before we book your
next appointment. If you are unable to attend your appointment due an emergency at short
notice, please contact us on 020 8686 7401

We will endeavour to ensure that your appointment runs to time, however, should we need
to cancel or postpone your appointment at short notice, we will make every effort to contact
you in advance and find you another suitable appointment without delay.
In some cases, before your appointment, we will inform you of any preparation required in
advance of your treatment. Failure to follow the guidelines may result in cancellation of your
appointment, reduced treatment time, or additional fees being charged.

Late Arrivals

Please plan your journey and ensure you do give yourself enough time to avoid being late.
Late arrival may result in reduced treatment time or forfeiting of the appointment.

Apologies but we cannot chaperone your child whilst you are having treatment. Please
would you kindly make arrangements at home. Failure to arrange care, will result in the
treatment being cancelled and loss of your deposit. No children under the age of 16 years
must be left unattended in the clinic at any time.

Treatments and Programmes

We are trained, approved and CQC Registered health professionals to provide safe and
effective treatments and programmes at our clinic.
All treatments or programmes purchased as a course must be paid for in full in advance of
the first treatment. All treatment courses must be taken within 12 months of the date of
purchase; any treatments left untaken after 12 months will be forfeited.
We will always assess whether treatment is suitable for you, or likely to be successful, prior
to any treatment being carried out. If not, we will inform you as to the reasons why. You will
be liable for the cost of the initial consultation, deposit or treatment cost, where applicable.
It is your responsibility to ensure that you 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 failure to
disclose such details. 


Due to the legislative and regulatory requirements for the safe handling of prescriptive
medication, no prescription medication cannot be returned once purchased.


In some cases, where medical history is complex, we will need to liaise with your GP before
we can prescribe medication. We will require your consent and your GP details so we can
share your planned treatment protocol with your GP.
Age verification

You will be required to provide evidence of Photographic ID before booking any
appointments, making payments or having any treatment with us. We only treat patients
between ages 18 – 75 at our clinic.

Payment Terms

To secure an appointment with us a non-refundable booking fee of 25% of fee is required.
You agree to pay the price in full on the day of your treatment and accept there will be no
refunds for any reason. We will accept payments via bank transfer and card payments but
we will not accept cheques.

If payment of the treatment is not made in accordance with the earlier provisions, then we
reserve the right to cancel any further bookings for your treatment and we will retain your
booking fee.

Subject to compliance under this section, you will be given credit for the booking fee when
you paid for all of the services, treatments provided. Our prices are quoted per treatment
session. Each treatment must be paid for in full and more than one treatment will be


You understand that with all treatments the precise degree of improvement cannot be
guaranteed. The outcome’s subjective nature also means dissatisfaction is possible outcome
regardless of effectiveness of treatment. I understand that the effect of all treatments may gradually wear
off, Additional treatments may be necessary and further charges will apply if more product is

CCTV in operation

These premises are under CCTV Surveillance. Images are being recorded and monitored for
the purposes of the prevention and detection of crime and for public safety.

Data Protection

Urban Clinic take data protection responsibilities and patient confidentiality very seriously.
Your privacy and security are important to us, so we will treat your data in line with Data
Protection Act 2018 and GDPR Regulations as outlined in our Privacy Policy which explains
how we collect, use, disclose, transfer and store your information.

Comments, Suggestions and Complaints

Should you have any comments, suggestions or complaints, please raise them initially with
your clinician or the registered manager. Alternatively, you may put your comments,
suggestions in our Suggestion Box in the waiting area. If you wish to write to us with a
complaint, please email our Registered manager
Written complaints will be acknowledged within 2 working days, and we aim to give a formal
response to complaints within 10 working days of the date it was raised.

If we were unable to solve your complaint, you can raise it further with ISCAS – Independent
Sector Complaints Adjudication Service on or 020 7536 6091

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