Appointment/Consultation Cancellation Policy

Please note that Another Level Medispa operates on a 48-hour cancellation policy. Please email info@anotherlevelmedispa or WhatsApp 07487 220578 If you wish to cancel or rearrange appointments, we kindly ask you to give us 48 hours’ notice. We reserve the right to charge the cost of the appointment if there is a no show or adequate notice is not given.

For all new clients there is a £50 appointment deposit which is non-refundable but can be used towards your treatment. To proceed with any of our aesthetic treatments, you must be 18 years or over.

To change or cancel your appointment

Please message us on the above email or mobile number and a member of our team will message back if you wish to change or cancel your appointment. We strive to ensure that we are always available to you 5 days a week.

Treatment Courses

All courses must be used within 18 months or will expire. Courses are non-refundable. However, balances for outstanding treatments can be transferred to alternative aesthetic treatments. Please speak to us for details. Please also note that we may recommend a change in your treatment programme during your course of treatments to meet your individual needs.

Policy on Children

We regret that we are unable to allow children to remain unaccompanied in the premises. We are not insured to look after children, and we respectfully ask our clients to refrain from asking us to watch their children during treatments. For safety reasons, children are not allowed in the treatment rooms at any time.

Policy on Pets

We regret that we are unable to allow pets in the clinic for hygiene reasons.

Promotional Offers

All offers are limited to one per person and cannot be used in conjunction with any other offer or product purchases. We reserve the right to cancel or deny any offer at any time.

Refer a friend programme

Your friend gets 20% OFF their first treatment with us and you get a £50 credit to spend on a treatment with us (excludes any prescription treatments). Please note: To qualify, your referred friend must spend a minimum of £70 on a treatment or course of treatments and must have visited the clinic and paid before you receive your £50 credit. We reserve the right to cancel or deny this offer at any time.

Gift Vouchers

Gift Vouchers are non-refundable, cannot be exchanged for cash and will state their expiry date. Gift Vouchers purchased can be used against treatments and products. Please bring your gift voucher with you to your appointment.

Complaints Policy

Complaints should be made by e-mail to info@anotherlevelmedispa.co.uk. We aim to acknowledge complaints within 4 working days. At Another Level Medispa we endeavour to provide the very best service and care to all clients. However, if you have a complaint we have a clear, comprehensive complaints policy available to all clients.

We appreciate any feedback in assisting us to provide the very best service and care to our clients. Complaints relating to any treatments will be dealt with in accordance with our clinic guidelines and protocols.

Please address all complaints in writing to :

Another Level Medispa,
1 Tindal Square
Chelmsford,
Essex CM1 1EH

Where possible please include the following information which will allow us to best understand and investigate your complaint in timely manner:

• Who or what has caused your complaint, a team member
• Where and when the events took place
• What action you have already taken, if any
• What outcome are you looking from your complaint
• Please include all supporting evidence eg. photographs

All complaints will receive a written acknowledgement within 2 working days. The time limit to raise a complaint about a treatment is 4 weeks, this is in accordance with the treatments we offer. Any complaints outside this time frame, unless special circumstances will be closed without investigation.

In the event your complaint meets the threshold for investigation we will provide you with a full complaint outcome in writing within 21 working days upon acknowledgement of your complaint. Where the investigation is still in progress after 21 days a letter explaining the reason for the delay will be sent to you with an agreed timescale to resolve the complaint.