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Terms of Service

Set out below are the business terms in which Kelly Smith-Forshaw provides a service to its clients.


Terms and Conditions of Booking Consultation Appointments and Treatment

Please ensure that you have read and fully understood our terms and conditions prior to booking a treatment.


Prior to your appointment, we will inform you of any preparation required for your treatment. If you do not follow the guidance this may result in cancellation of your appointment, reduced treatment time, or additional fees being charged. 

We will endeavor to ensure that your appointment runs on time. However, should we need to cancel your appointment at short notice, we will make every effort to contact you in advance. All treatments cancelled by us will be rebooked as soon as convenient for our client.

Cancelled consultation or treatment appointments will always be confirmed by email or text (SMS), or written correspondence. Without proof of the acknowledgment of transference or cancellation of the appointment, it is not authorised as cancelled.

The client agrees to ensure that they have received and acknowledged this confirmation in the event of any cancellations that they make with Kelly Smith-Forshaw.

If you do not attend your appointment, this will result in the loss of your deposit or your treatment being redeemed.

Late arrival to your appointment may result in a reduction in your treatment or forfeit of the appointment.

Deposits for treatments

To secure an appointment for any treatment a non-refundable deposit, to the value of 50% of the treatment price, is required. 

Cancellation Policy

Our cancellation policy is in place to ensure that we are able to maximise our appointment availability. This ensures that we are able to offer a cancelled appointment time to a client who needs it.

Should you need to cancel or reschedule we kindly ask that you call us or email at least 72 hours before your appointment. Any cancellation within 72 hours will result in your deposit or treatment being redeemed. 

Pricing and payments

Treatment quotations: where a client has been given a quote that is not subject to promotional discounts, this price will be honoured for up to 6 weeks.

Card payments: We ask that you make payment via bank transfer. We do accept cash but not cheques. 

Only one ‘client discount/incentive’ can be used against a single treatment or course of treatment, thus meaning that only one discount can be applied to the total treatment cost during any one transaction. 

Courses of treatment

Payments: All treatments purchased as a course or package must be paid for in full, prior to the first treatment.

Package or course expiry: All treatments from a course must be taken within 12 months of the date of purchase; any treatments left unused after 12 months will be automatically redeemed and a new package will need to be purchased.

Package refunds: Value packs or courses of treatment are only refundable for medical reasons. Any refund agreed between the client and Kelly Smith-Forshaw is calculated by deducting the full list price of all treatments already taken, plus any charges for non-attendance. The difference will be the refunded amount. 

Suitability for treatment

We will always assess whether treatment is suitable for you, prior to any treatment being carried out.

It is the client’s responsibility to ensure that they provide all relevant medical history and medication details prior to each treatment and will be required to complete a pre treatment form.

We cannot treat any clients who are under 18, pregnant or breastfeeding.


Kelly Smith-Forshaw 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.

Clients will be required to read and sign the relevant consent forms prior to treatment. We are unable to provide any treatment without your written consent.

For your safety and that of others we ask that you read and adhere to the Safety Charter, in order for your treatment to be carried out.

It is the client’s responsibility to ensure that they provide Kelly Smith-Forshaw with all relevant medical history and medication details prior to each treatment. Kelly Smith-Forshaw 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, Kelly Smith-Forshaw regarding the care of a treated area. Nothing in these terms of business shall exclude or limit Kelly Smith-Forshaw liability for death or any personal injury resulting from Kelly Smith-Forshaw negligence.

Your right to complain

We endeavor to treat all its clients appropriately, compassionately and fairly. If, however, you have an issue with any matter in relation to your treatment at Kelly Smith-Forshaw you are entitled to lodge a complaint, either in person, by telephone or in writing. If you require assistance with making your complaint, Kelly Smith-Forshaw will be pleased to help and will support you through the process. Kelly Smith-Forshaw aims to give you a full written response within 20 working days, or where this is not possible, an explanation as to the cause of the delay.

Last updated 1st October 2023

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