Last updated: September 28th, 2026
By accessing and using The London Scar Clinic’s services at 152 Harley Street Limited, you agree to comply with the following terms and conditions.
Services
The London Scar Clinic is one of the country’s only specialised, multi-dimensional scar treatment centres, specialising in a comprehensive and holistic approach to the effective assessment, management, and treatment of scars.
Definitions
Treatment refers to Laser, TCA, Injectables and Physiotherapy. Note this list is not exhaustive, if you are unsure, please contact [email protected].
Procedure refers to any surgical recommendations, such as Scar Revision, Subcision or Fat transfer and also includes Medical Tattooing. Note this list is not exhaustive, if you are unsure, please contact [email protected].
Payment Policy
The balance payable for your treatment or procedure must be received at least 14 working days before your appointment date. Where an appointment date is confirmed within the 14-working-day period, payment is due in full at the point of booking.
Lateness Policy
The London Scar Clinic reserves the right to cancel any appointment should the patient not adhere to the lateness policy outlined below for consultations, surgical procedures, etc:
Consultations – To maintain the efficiency and quality of care for all patients, we request that all patients arrive at least 15 minutes before their scheduled consultation to complete any necessary paperwork.
Surgical Procedures – Please note that if you are scheduled in for a surgical procedure it is imperative that you arrive 30 minutes before the appointment time. Failure to do so will result in the procedure being cancelled.
Laser / TCA / Injectables / Medical Tattooing / Physiotherapy* – Patients arriving late for their treatment may need to reschedule their treatment, this will incur the applicable cancellation or rearrangement fees as outlined below.
If you anticipate being late, please contact our office as soon as possible, and we will do our best to adjust your appointment or reschedule if applicable. We understand that emergencies can occur, so please inform us if you are running late due to an emergency, and we will try our best to accommodate you.
* Note this list is not exhaustive, if you are unsure, please contact [email protected].
Cancellation Policy
If you need to cancel your treatment, you must inform us in writing by emailing [email protected]. You are welcome to call us to cancel your appointment but must also submit a formal written request.
| Date of Receipt of Written Notification | Charge |
| Consultations |
| Cancellation between 7 and 3 working days before the consultation date | 50% of consultation charge applicable |
| Cancellation less than 3 working days before the consultation date | Full consultation charge applicable |
| Surgical Procedures |
| Cancellation less than 14 working days before the procedure date | Full procedure charge applicable |
Laser / TCA / Injectables / Medical Tattooing
/ Physiotherapy** |
| Cancellation between 14 and 7 working days before the laser / treatment date | 50% of treatment charge applicable |
| Cancellation less than 7 working days before the laser / treatment date | Full treatment charge applicable |
* Note this list is not exhaustive, if you are unsure, please contact [email protected]
Rearrangement Policy
If you need to cancel your treatment, you must inform us in writing by emailing [email protected].You are welcome call appointment but also submit a formal written request. If you need to rearrange your treatment, must inform us in writing by emailing [email protected]. You are welcome call appointment but also submit a formal written request
Should your treatment or procedure need to be delayed due to unforeseen medical reasons, we will rebook a new date for you at no charge provided you share medical evidence at the time of cancellation.
| Date of Receipt of Written Notification | Charge |
| Consultations |
| Rescheduling between 7 and 3 working days before the consultation date | 25% of consultation charge applicable |
| Rescheduling less than 3 working days before the consultation date | 50% of consultation charge applicable |
| Surgical Procedures |
| Rescheduling less than 7 working days before the procedure date | Full procedure charge applicable |
| Laser / TCA / Injectables / Medical Tattooing / Physiotherapy** |
| Rescheduling between 14 and 8 working days before the laser / treatment date | 25% of treatment charge applicable |
| Rescheduling between 7 and 2 working days before the laser / treatment date | 50% of treatment charge applicable |
| Rescheduling less than 2 working days before the laser / treatment date | Full treatment charge applicable |
* Note this list is not exhaustive, if you are unsure, please contact [email protected].
Cancellation by The London Scar Clinic
The London Scar Clinic reserves the right to cancel any appointment if the balance has not been settled in full 14 working days before the day of your appointment.
If an appointment is cancelled by The London Scar Clinic due to unforseen circumstances then it is our responsiblity to reach out to the patient to reschedule or the patient will be entitled to a refund of the appointment fee, if it cannot be rescheduled for an alternative date.
After we have reached out to reschedule, it is the patient’s responsibility to confirm a new booking time with us via email or phone.
Refunds
If your consultant has decided to offer a refund for any reason, please note that this will be the consultant’s portion of the fee only. The administration fee is non-refundable.
Late Payments & Interest
Please note that interest will be charged on any payments that are overdue and not paid by the date of the appointment for any services that take place. This interest will accrue daily on any outstanding debt.
Complaints Policy
The London Scar Clinic prides itself on upholding the highest standards of patient care. If you feel that we have not lived up to your expectations, or wish to provide any feedback, both positive and negative, please contact the Head of Operations.
For a full version of this policy, please click here.
All complaints will be acknowledged within five working days.
The Head of Operations will conduct a thorough investigation, gathering relevant information, conducting interviews, and reviewing records as necessary.
Each stage of the complaint-handling process will be thoroughly documented.
We aim to conclude the investigation within 20 working days, aligning with CQC regulatory guidelines. However, if more time is needed due to the complexity of the issue, the complainant will be kept informed of the progress.
Stage Two:
Should the complainant remain dissatisfied, they are entitled to appeal the decision made and request a review by senior management.
Stage Three:
Should the complainant remain dissatisfied following stage one and two of the complaints process, we will offer guidance on external avenues for further escalation, including contact information for the Independent Sector Complaints Adjudication Service (ISCAS) or the Care Quality Commission (CQC) should we fail to reach the desired outcome of the complainant.
Contact Information for Complaints or Feedback:
Name: Rachel Lumley
Title: Head of Operations
Email: operationsmanager@152harleystreet.com
Phone: 0207 467 3000
Writing: 152 Harley Street, London, W1G 7LH
Privacy and General Data Protection Regulation (GDPR) Disclosure
Under the framework of the General Data Protection Regulation (GDPR), we aim to transparently communicate the nature of the data we process about you and the legal basis that authorises such processing. Given our role as a healthcare provider, the collection, storage, and processing of your personal data are imperative for vital and legitimate reasons.
Our commitment to data protection is unwavering, evident in the meticulous oversight of our data protection management program and privacy policies. The complete version of our Privacy Policy is readily accessible to you. Please feel free to request a printed copy from our reception team or have it emailed to you immediately upon your request. If you wish to receive the policy by email, please contact [email protected].
To maintain the accuracy of your personal information, we kindly ask for your cooperation in verifying its correctness during your visits. Promptly notifying us of any changes ensures that your data remains up to date. Your proactive engagement in this process is greatly appreciated.
Actively Requiring your Data
Your data may be required or used for the following purposes:
- Providing safe, effective, high-quality treatment and care e.g. using your legal name, date of birth, contact details (including next of kin).
- Making reasonable adjustments in the clinic for disabled persons or persons with specific medical requirements.
- Sharing your personal data with other health professionals involved in your treatment e.g. anaesthetists, laboratories for sample testing, radiographers for medical reporting of images, your primary consultant/doctor/allied professional for the purposes of keeping your medical record up to date.
- Sharing your personal data with pharmacies where prescriptions are required for the delivery of certain drugs for you.
- When necessary, we may need to share your data with debt collectors or other third party providers for the purpose of billing and debt collection.
- Taking payment from you using external credit and debit card provider Worldpay Card Services.
Electronic Communication
While we cannot guarantee absolute email security, The London Scar Clinic actively minimises associated risks by utilising Meddbase, a secure encryption medical management software.
By consenting to attend an appointment with The London Scar Clinic, and providing relevant information, you agree to our communication via secure email. This includes the transmission of sensitive data such as appointment confirmations, medical reports, and invoices. Should you prefer not to receive emails from us, kindly inform us in writing by emailing [email protected].Your preferences regarding communication are important to us.
Patient Responsibilities
As valued partners in your healthcare journey, we kindly request patients to fulfil certain responsibilities. These include providing accurate and comprehensive medical histories to facilitate precise and personalised care and following prescribed treatment plans and medication to ensure optimal health outcomes.
Moreover, adherence to our payment procedures, cancellation policies, and code of conduct ensures a smooth and respectful collaboration. Your commitment to these responsibilities not only enhances the quality of care you receive but also contributes to a harmonious and effective healthcare partnership. We appreciate your cooperation in prioritising your well-being.
Medical Records
The General Data Protection Regulation (GDPR), in conjunction with the Data Protection Act 2018, grants individuals the right to request access to their medical records. Kindly address all written requests to rachel.lumley@152harleystreet.com, the Head of Operations for The London Scar Clinic.
Code of Conduct
Our code of conduct highlights our commitment to fostering a professional and respectful environment for all individuals within our community. We operate on the fundamental principle of promoting courteous and considerate behaviour among staff, clients, and partners.
We maintain a zero-tolerance policy towards any form of harassment, discrimination, or disruptive conduct. Every individual associated with our organisation is expected to engage in respectful and inclusive behaviour, treating others with dignity and respect.
Any instances of harassment or disruptive conduct will be thoroughly investigated, and appropriate action will be taken to address and rectify the situation. Please be aware this may involve discontinuing your care with The London Scar Clinic. We believe that a culture of respect is paramount in creating a harmonious and productive community, and we appreciate the cooperation of all patients & staff in upholding these standards.
Changes to Terms and Conditions
The London Scar Clinic reserves the right to update these Terms and Conditions at its discretion, with any modifications being effective immediately upon posting. Users are encouraged to regularly review the terms to stay informed of any changes. Continued use of our services following updates constitutes acceptance of the revised Terms and Conditions.
Contact Information
For inquiries or concerns regarding our Terms and Conditions, please contact the Head of Operations, Rachel Lumley on operationsmanager@152harleystreet.com.
By submitting your deposit, you acknowledge and consent to adhere to the terms and conditions outlined in this document.
