Terms of service
Clinic Rulebook
Article 1: Consultations, Procedures & Pricing
Clause 1.1: Consultation Requirements
a. A consultation is mandatory for any procedure priced above PKR 20,000.
b. The only exception is for female laser hair removal, where the patient may decline consultation due to religious reasons, provided the patient explicitly requests this exemption.
c. Follow-up consultations will be charged as full consultations.
Clause 1.2: Informed Consent
a. No procedure shall be performed without obtaining the patient’s explicit written consent, which must include a detailed description of the procedure, risks, and any additional costs involved.
Clause 1.3: Quotation & Pricing Policy
a. Final quotations for procedures are provided only upon physical examination. These quotations may be subject to adjustments based on changes in the treatment plan following consultation.
b. The reception staff is required to inform patients of all charges beforehand, including any extra charges if the procedure is performed by a dermatologist instead of an aesthetician.
c. If a dermatologist performs the procedure, additional charges of 10% to 50% above the base aesthetician fee will apply depending on the complexity and time required for the procedure.
d. All treatment sessions are charged individually, per session, regardless of whether the procedure is part of a larger treatment plan.
e. No discounts or packages are offered due to inflation and rising operational costs.
Clause 1.4: Price Adjustments
a. If treatment rates increase, the new rates will apply only to future sessions, not to sessions already scheduled or completed.
b. Patients will be notified in writing of any price changes at least 2 to 6 weeks in advance, to provide ample time to decide whether to continue with the treatment.
c. Prices may change if the treatment area is increased, reduced, or altered. In such cases, the revised pricing will be communicated before the procedure begins.
Article 2: Payments & Refund Policy
Clause 2.1: Accepted Payment Methods
a. International credit/debit cards are not accepted under any circumstances.
b. Card payments are subject to a 3% deduction by the bank in case of a refund. This deduction is beyond the clinic’s control.
Clause 2.2: Refund Policy
a. If the clinic’s machine is out of order, a full refund will be issued immediately.
b. If a patient cancels a procedure before it begins, a cash refund will be processed within 3 business days via bank transfer, unless the refund is requested on the same day.
c. If a product has been opened by the clinic staff, but the patient decides to decline the procedure, the following deductions will apply:
i. The cost of the product will be deducted.
ii. 30% facility charges will be deducted for wasted resources.
iii. The remaining balance will be refunded, but any applicable deduction for bank transaction fees (3%) will also apply.
Clause 2.3: Failed Card Transactions
a. If a credit card is charged and the patient receives an SMS notification, but the clinic's POS machine declines the transaction, the clinic is not responsible for this transaction failure, unless:
i. A receipt is printed.
ii. The transaction appears in the clinic’s settlement system.
b. Refund processing timelines:
i. 7 days for credit card transactions
ii. 15 days for debit card transactions
c. The clinic is not involved in the transaction dispute between the bank and the patient. Refunds are processed by the bank and cannot be expedited by the clinic.
Article 3: Clinic Access & Accompaniment Policy
Clause 3.1: Patient Accompaniment
a. No more than two individuals may accompany a patient in the consultation room, even if they are part of the same family or group. This applies regardless of the number of consults being performed within the same family or group.
Article 4: Procedure Cancellations & Facility Charges
Clause 4.1: Cancellation Charges
a. If a patient's blood pressure is low due to inadequate food or water intake, and they cancel the procedure on the same day, a PKR 2,000 fee will be charged for wasted medical supplies and equipment (such as needles and blood collection systems).
Clause 4.2: Numbing Cream Charges
a. If numbing cream is applied to an area equal to the full face or full scalp for PRP, an additional charge of PKR 1,000 will apply.
Article 5: Treatment Guidelines & Laser Policies
Clause 5.1: Treatment Area Verification
a. Before any procedure, staff must check the patient’s medical history and collaborate with the patient to confirm the treatment area.
b. The treatment area must be counted and documented.
c. If the treatment area is altered, the manager on duty must be informed, and the treatment charges may be revised.
Clause 5.2: Laser Hair Removal Guidelines
a. Nd:YAG laser requires shaving with a razor before treatment.
b. Diode laser does not require shaving.
c. If the patient declines shaving for Nd:YAG laser, the staff has the right to decline the procedure.
d. If shaving is agreed upon, the area must be clearly marked with a white-colored marker before treatment.
Clause 5.3: Treatment Restrictions & Precautions
a. Carbon facial cannot be followed by any laser hair removal or tattoo laser treatment.
b. CO₂ laser cannot be performed on patients with hyperpigmentation unless prior consultation is conducted and risks are discussed.
c. For mole removal on the face, moles must be marked with a black marker by the clinic staff before removal.
Article 6: Pre-Procedural Medication Guidelines
Clause 6.1: Pain Management & Allergy Prevention
a. Desloratadine 5mg must be administered 30 minutes before any procedure involving multiple treatments.
b. Panadol must be given 30 minutes before the procedure for patients with a low pain threshold.
Clause 6.2: Anxiety Management
a. Midazolam will only be administered orally for patients with anxiety, but only if they are accompanied by an adult attendant who can drive them home safely.
Article 7: Product & Equipment Handling
Clause 7.1: Product Expiry Verification
a. Before any procedure, staff must check and confirm the expiry date of all products used, and must show the expiry date to the patient for verification.
Clause 7.2: Opened Product Policy
a. If a product is opened by clinic staff but the patient declines the procedure, the following deductions will apply:
i. The cost of the opened product will be deducted.
ii. 30% facility charges will be deducted.
iii. Refunds will be issued after applicable deductions and transaction fees.
Article 8: Doctor Availability & Consultation Modes
Clause 8.1: Doctor Communication Policy
a. Doctors do not provide medical advice or consultations via WhatsApp or phone calls.
b. Video consultations are available via Zoom after the patient makes an appropriate online payment.
c. In-clinic consultations are the only authorized mode of consultation for medical advice and treatment.