DR VAHE CLINIC

WEBSITE, BOOKING & PATIENT TREATMENT TERMS AND CONDITIONS

Operated by DRV Clinic Ltd

Last updated: 16 October 2026
Website: https://www.drvaheclinic.com
Email: info@doctorvahe.com

1. Introduction and Acceptance of Terms

Welcome to Dr Vahe Clinic.

These Terms and Conditions govern the use of our website, appointment bookings, consultations, medical and aesthetic treatments, treatment packages, payments, refunds, patient conduct and other services provided by Dr Vahe Clinic.

By booking an appointment, purchasing a treatment or treatment package, or otherwise entering into a treatment agreement with the clinic, you agree to the applicable terms made available to you before purchase.

These Terms should be read alongside our Privacy Policy, Cookie Policy, treatment-specific consent forms and any additional conditions disclosed before booking.

Where treatment-specific terms apply, these will be explained before treatment or purchase.

Nothing in these Terms affects your statutory rights under applicable UK consumer protection legislation.

2. Company Information

Legal entity: DRV Clinic Ltd
Trading name: Dr Vahe Clinic
Company registration number: 15262143
Registered office: 105/55 North Wharf Road, London, W2 1LA, United Kingdom
Website: https://www.drvaheclinic.com
Email: info@doctorvahe.com

Certain clinical services may be provided by appropriately qualified healthcare professionals or other identified healthcare providers. The identity of the responsible provider will be disclosed where required.

3. Website Use

Our website is provided for general information, appointment enquiries and access to our services.

Users must not:

• Use the website for unlawful or fraudulent purposes.

• Attempt unauthorised access to clinic systems.

• Introduce viruses, malicious software or harmful code.

• Misuse booking forms or submit deliberately false information.

• Interfere with the website's operation or security.

We reserve the right to restrict website access where reasonably necessary to prevent misuse or protect our systems.

Website content is provided for general information and does not constitute individual medical advice.

4. Appointments and Booking Confirmation

All appointments are subject to availability, confirmation and clinical suitability.

A booking is confirmed only when accepted by the clinic.

The clinic may reasonably decline, postpone or reschedule appointments because of:

• Clinical or medical contraindications.

• Patient or staff safety concerns.

• Unavailability of the treating practitioner.

• Equipment failure or unforeseen operational circumstances.

• Failure to provide essential medical information.

• Other legitimate clinical or professional reasons.

Where the clinic cancels an appointment, the patient will normally be offered an alternative appointment or an appropriate refund for services not provided.

We will not unlawfully discriminate against patients when accepting or declining bookings.

5. Consultation Fees and Deposits

Consultation fees and deposit requirements will be communicated before booking.

Where applicable, a deposit may be deducted from the final treatment cost.

Unless otherwise stated at booking:

• Cancellations or rescheduling requests should be made at least 24 hours before the appointment.

• Late cancellations or non-attendance may result in the loss of the booking deposit, provided this is fair, proportionate and consistent with applicable consumer law.

• Patients arriving late may have their appointment shortened or rescheduled where necessary for clinical safety or scheduling.

• Where treatment is unsuitable or cannot proceed, applicable refund arrangements will be explained.

Any charges retained must reflect a fair and lawful application of the booking agreement.

6. Payments and Pricing

All prices will be communicated before purchase.

Payment may be required in advance, at consultation or before treatment.

The clinic may update its published prices without prior notice, but price changes will not retrospectively alter confirmed purchases unless expressly agreed and legally permitted.

Additional treatment sessions, procedures, prescriptions, products or follow-up services may incur separate charges where disclosed and agreed in advance.

7. Treatment Packages and Courses

Treatment packages are offered for a specified number of sessions, treatment areas or services.

Packages may be sold at discounted rates compared with individual treatment prices.

The following conditions apply:

1. Packages are personal to the purchasing patient and are not transferable without written agreement.

2. The number and type of sessions included will be confirmed at purchase.

3. Additional sessions are not automatically included.

4. Patients are responsible for arranging appointments within the package validity period, subject to reasonable appointment availability.

5. Package sessions cannot be exchanged for cash or unrelated services except where agreed or required by law.

6. Treatment suitability will be reassessed where clinically necessary.

The purchase of a package does not guarantee a particular clinical or aesthetic result.

8. Package Expiry – 12 Months

Unless otherwise expressly agreed in writing, all prepaid treatment packages and courses are valid for 12 months from the date of purchase.

Unused sessions will normally expire at the end of this period.

Extensions are not automatic and must be agreed in writing before expiry, where reasonably practicable.

The clinic may consider extensions in circumstances including:

• Pregnancy or medical contraindications.

• Significant illness or recovery.

• Clinically advised treatment delays.

• Significant clinic-related cancellations.

• Other exceptional circumstances assessed individually.

The clinic will consider any applicable legal obligations and will not enforce an expiry term where doing so would be unfair or contrary to a patient's statutory rights.

The expiry period and any material restrictions will be clearly disclosed before purchase.

9. Refund Policy

Refund requests will be assessed in accordance with the Consumer Rights Act 2015 and other applicable law.

Treatment packages that have commenced are not automatically refundable merely because a patient changes their mind.

However, refunds or other remedies will be provided where required by law, including where services have not been delivered with reasonable care and skill or other statutory rights apply.

Where a discretionary refund is agreed, the clinic may calculate the value of completed sessions using a fair and transparent method disclosed before purchase.

Any recalculation must not impose an unfair penalty or reduce statutory entitlements.

Refunds will ordinarily be processed to the original payment method within 14 working days after approval, unless a shorter period is required by law.

9.1 Refunds and Closure of Sessions

Where a refund is issued, the clinic will identify in writing the specific sessions, treatments or package components covered.

Any session that has been refunded is cancelled and cannot subsequently be booked, redeemed, transferred or used.

Where a full package refund has been issued, all sessions covered by that refund are cancelled and the package is closed.

Patients cannot both retain a refund for a particular session and receive that same session without entering into a new agreement and making any applicable payment.

A refund does not constitute an admission of negligence, clinical error or liability unless expressly stated.

Refunds do not remove the patient's statutory rights or the clinic's responsibilities for treatment previously provided.

10. Treatment Suitability and Clinical Discretion

All treatments are subject to professional clinical judgement.

A practitioner may decline, postpone or discontinue treatment where they reasonably consider that proceeding would be medically inappropriate, unsafe or contrary to the patient's interests.

Clinical suitability may change during a treatment course.

The clinic does not guarantee that every patient will be suitable for every treatment or that a previously recommended treatment will remain appropriate.

Where a prepaid treatment cannot continue for clinical reasons, the clinic will review the unused portion of the package and determine an appropriate remedy consistent with contractual and statutory rights.

11. Treatment Results and Expectations

Medical and aesthetic treatment outcomes vary between individuals.

Results may depend on:

• Individual anatomy and physiology.

• Age and general health.

• Skin and hair characteristics.

• Hormonal influences.

• Lifestyle and medical history.

• Treatment response.

• Compliance with aftercare instructions.

• The number and frequency of treatment sessions.

No specific result is guaranteed unless expressly agreed in writing.

Some treatments may require maintenance or additional sessions.

The absence of a desired aesthetic result does not automatically establish clinical negligence or breach of contract.

However, patients retain their legal rights where services have not been provided with reasonable care and skill.

12. Laser Hair Removal – Specific Conditions

Laser hair removal aims to achieve a reduction in unwanted hair growth. Complete or permanent removal of all hair cannot be guaranteed.

Patients acknowledge that:

1. Multiple sessions are generally required.

2. Results vary between individuals and treatment areas.

3. Hair regrowth may occur.

4. Hormonal and biological factors may affect treatment response.

5. Maintenance sessions may be necessary.

6. Paradoxical hypertrichosis, involving increased hair growth, is a recognised potential adverse outcome.

7. Other risks may include temporary redness, irritation, pigment changes, burns or other skin reactions.

Relevant risks, contraindications and aftercare requirements will be explained through the consultation and informed consent process.

Patients concerned about unexpected hair growth, skin changes or possible complications should contact the clinic for clinical assessment.

A reported concern will be investigated appropriately but does not automatically establish that the treatment was negligent or incorrectly performed.

13. Patient Conduct and Respectful Communication

Dr Vahe Clinic is committed to maintaining a safe, respectful and professional environment for patients and staff.

Patients and their representatives are expected to communicate respectfully.

The clinic operates a zero-tolerance approach to:

• Threats or intimidation.

• Harassment or discriminatory abuse.

• Aggressive or threatening behaviour.

• Personal abuse directed towards employees or practitioners.

• Repeated conduct that seriously disrupts clinical services or compromises staff safety.

Patients remain entitled to express dissatisfaction, question treatment outcomes, request refunds and make complaints.

A disagreement or complaint will not, by itself, be treated as misconduct.

Where conduct becomes genuinely abusive, threatening or persistently unreasonable, the clinic may introduce proportionate communication restrictions or take other appropriate action.

Such decisions will be based on documented behaviour rather than the fact that a complaint has been made.

14. Right to Refuse or Discontinue Further Elective Treatment

Dr Vahe Clinic reserves the right to decline or discontinue elective medical and aesthetic treatments where legitimate clinical, safety or professional grounds justify that decision.

These may include:

• A genuine breakdown of professional trust that prevents the provision of appropriate care.

• Serious or repeated abusive conduct towards staff.

• Threats, intimidation or harassment.

• Refusal to comply with essential clinical safety requirements.

• Medical contraindications.

• Circumstances where the treating practitioner reasonably considers continued treatment inappropriate.

Where the professional relationship has broken down, the clinic may decide not to accept future elective treatment bookings, including bookings for services unrelated to a previous treatment course.

Any decision will be made individually, fairly and without unlawful discrimination.

The clinic will not refuse treatment solely because a patient has complained, requested a refund or exercised their legal rights.

Where an existing treatment agreement is terminated, outstanding contractual entitlements will be resolved appropriately.

Any necessary clinical follow-up, patient safety responsibilities or continuity-of-care arrangements will be considered separately.

The clinic may confirm a decision to discontinue elective services in writing.

15. Staff Safety and Professional Boundaries

Our staff are entitled to work without threats, harassment or abuse.

The clinic may designate a single point of contact for communications where necessary.

In appropriate circumstances, communications may be restricted to email or another documented channel.

Where immediate safety concerns arise, the clinic may require a patient to leave the premises and may contact the appropriate authorities.

Any restrictions will be proportionate and will not prevent patients from accessing lawful complaints procedures or clinically necessary care arrangements.

16. Complaints Procedure

Patients have the right to raise concerns regarding treatment, results, service quality, staff conduct or patient safety.

Complaints may be submitted to:

info@doctorvahe.com

The clinic will acknowledge complaints within a reasonable period and investigate them proportionately.

The investigation may include:

• Reviewing clinical records.

• Reviewing treatment and consent documentation.

• Consulting relevant practitioners.

• Reviewing photographs or other clinical evidence where appropriate.

• Offering a clinical assessment.

• Requesting clarification or additional information.

The clinic will provide a reasoned response following its review.

Complex matters may require additional investigation time, which will be communicated where appropriate.

Patients are not required to establish clinical negligence before making a complaint.

Nothing in this policy restricts the right to obtain independent legal advice, contact a relevant regulator or pursue available legal remedies.

17. Clinical Concerns and Alleged Complications

Any concern regarding possible injury, adverse effects or treatment-related complications will be taken seriously.

Where clinically appropriate, patients may be invited to attend a face-to-face assessment.

The clinic may also recommend further investigation, specialist assessment or onward referral.

An allegation of a complication does not, by itself, establish that the complication occurred or that the clinic was responsible.

Clinical conclusions will be based on the available evidence and appropriate professional assessment.

Patients should seek urgent medical attention where symptoms require immediate assessment rather than waiting for a routine clinic appointment.

The clinic's responsibilities relating to previous treatments remain applicable even where no further elective services will be offered.

18. Inconsistent Requests and Refunded Treatments

Where a patient has received a refund for a treatment session, the refunded session is no longer available for redemption.

Any subsequent request to receive the same session will be treated as a new booking request, which the clinic may accept or decline on legitimate grounds.

Where a patient reports that a treatment has caused an adverse outcome but requests further treatment of the same type, the clinic may require a clinical reassessment before deciding whether additional treatment is appropriate.

Such requests will be considered objectively.

The clinic may decline further elective treatment where justified by clinical safety, professional judgement or other legitimate grounds.

The clinic will not assume that a complaint is dishonest merely because a patient also requests further treatment.

19. Treatment Consent and Medical Information

Patients must provide accurate and complete medical information relevant to their treatment.

This includes relevant:

• Medical conditions.

• Current medications.

• Allergies.

• Pregnancy or breastfeeding status.

• Previous procedures.

• Relevant adverse reactions.

• Other information reasonably requested for clinical safety.

Patients must notify the clinic of significant changes before subsequent treatment sessions.

Informed consent will be obtained in accordance with applicable professional standards.

Consent to treatment may be withdrawn at any time.

Withdrawal of consent does not automatically determine the patient's contractual refund entitlement, which will be assessed under applicable law.

20. Aftercare and Follow-Up

Patients will receive appropriate aftercare information relevant to their treatment.

Patients are expected to follow reasonable clinical instructions and contact the clinic if unexpected symptoms develop.

The clinic may recommend follow-up appointments, reassessment or referral where clinically appropriate.

Additional elective or maintenance treatments may incur charges where disclosed and agreed.

Nothing in these Terms limits the clinic's responsibility to respond appropriately to concerns arising from treatment previously provided.

21. Clinical Records and Evidence

The clinic maintains clinical records in accordance with applicable law and professional requirements.

Records may include:

• Medical history and consultation notes.

• Consent forms.

• Treatment settings and details.

• Practitioner notes.

• Relevant clinical photographs.

• Aftercare instructions.

• Patient correspondence.

• Complaints and clinical reviews.

• Refund and payment records.

Records will be stored securely and accessed only where authorised and appropriate.

Patients may exercise their data protection rights in accordance with applicable legislation.

Clinical photographs will be taken and used in accordance with applicable consent, confidentiality and data protection requirements.

22. Final Complaint Responses and Further Correspondence

Once a complaint has been investigated, the clinic may issue a final written response setting out its findings, any proposed resolution and relevant escalation options.

Where the same matters have been fully addressed, the clinic may refer patients to its previous response rather than repeatedly restating identical findings.

The clinic will continue to consider material new evidence, newly reported clinical concerns and any further obligations arising under law or professional standards.

A final complaint response does not prevent a patient from pursuing independent legal advice, regulatory complaints or other lawful remedies.

23. Refunds as Gestures of Goodwill

The clinic may, at its discretion, offer a refund, credit, complimentary appointment or other remedy as a gesture of goodwill.

A discretionary goodwill gesture does not automatically constitute an admission of negligence, wrongdoing or legal liability.

The scope and conditions of any goodwill offer will be confirmed in writing.

Goodwill arrangements do not exclude or restrict statutory rights.

24. Third-Party Healthcare Providers

Certain services may involve independent practitioners, laboratories, pharmacies or other healthcare providers.

Where relevant, patients will be informed of the identity of the responsible provider and any applicable contractual arrangements.

Each provider remains responsible for its own legal and professional obligations.

Nothing in this section excludes any liability that the clinic cannot lawfully exclude.

25. Privacy and Data Protection

Dr Vahe Clinic processes personal information in accordance with the UK GDPR and Data Protection Act 2018.

Health information is treated as special category personal data and processed only where an appropriate lawful basis and additional condition apply.

Our separate Privacy Policy explains:

• What personal information we collect.

• Why it is processed.

• The applicable lawful bases and special category conditions.

• Who information may be shared with.

• How long information is retained.

• Patients' data protection rights.

• How to contact the Information Commissioner's Office.

Medical records will not automatically be deleted following the termination of a treatment relationship or a refund.

26. Website Intellectual Property

Unless otherwise stated, website content, logos, photographs, graphics, designs and written materials are owned by or licensed to DRV Clinic Ltd.

Content may not be reproduced, distributed or commercially exploited without permission, except where permitted by law.

27. Third-Party Websites and Booking Platforms

Our website may contain links to third-party services, including booking systems, payment providers, maps and external healthcare information.

Third-party services may be subject to their own terms and privacy notices.

We are not responsible for third-party content outside our control, except where responsibility arises under applicable law.

28. Limitation of Liability

Nothing in these Terms excludes or limits liability for:

• Death or personal injury caused by negligence.

• Fraud or fraudulent misrepresentation.

• Breach of statutory obligations where liability cannot lawfully be excluded.

• Any other liability that cannot legally be restricted.

The clinic does not guarantee particular aesthetic outcomes.

Any limitation of liability will apply only to the extent permitted by law and will not remove remedies available under the Consumer Rights Act 2015.

29. Changes to Terms and Conditions

We may update these Terms to reflect legal, clinical or operational changes.

The current version will be published on our website with an updated date.

Changes will not retrospectively remove or reduce rights under an existing contract without a lawful basis.

Where a material change affects an existing booking or package, patients will be informed where required.

30. Governing Law

These Terms are governed by the laws of England and Wales.

Disputes will be subject to the jurisdiction of the courts of England and Wales, subject to any mandatory consumer protections and jurisdictional rights that apply.

COOKIE POLICY

31. About Cookies

Our website uses cookies and similar technologies to support website functionality, security, user preferences and, where applicable, analytics and advertising.

Cookies are small files stored on a user's device.

32. Essential Cookies

Strictly necessary cookies may be used without consent where permitted by the Privacy and Electronic Communications Regulations 2003.

These may support:

• Website security.

• Essential session management.

• Booking functionality.

• Consent preference storage.

• Other strictly necessary services.

33. Analytics and Advertising Cookies

Where used, non-essential analytics and advertising cookies will be activated only after valid consent has been obtained.

These may include services provided by Google or other advertising and analytics providers.

Users must be offered a genuine choice to accept or reject non-essential cookies.

Consent may be withdrawn at any time through the website's cookie preference controls.

34. Third-Party Cookies

Third-party booking platforms, embedded content and analytics providers may use their own cookies.

Details of relevant providers, purposes, retention periods and international data transfers will be made available through the clinic's cookie information and Privacy Policy.

35. Cookie Preferences

Users may manage cookie preferences through the website's consent controls and their browser settings.

Blocking certain essential cookies may affect website functionality.

36. Cookie Policy Updates

This Cookie Policy may be updated when technologies, service providers or legal requirements change.

The latest version will be published on our website.

CONTACT AND COMPLAINTS

Dr Vahe Clinic
Operated by DRV Clinic Ltd

Email: info@doctorvahe.com
Website: https://www.drvaheclinic.com

Registered office:
105/55 North Wharf Road
London, W2 1LA
United Kingdom

For data protection concerns, patients may also contact the Information Commissioner's Office:

https://ico.org.uk

IMPORTANT LEGAL NOTICE

These Terms are intended to establish clear contractual conditions, appropriate professional boundaries and transparent patient rights.

Nothing in these Terms prevents a patient from making a genuine complaint, seeking independent advice, contacting a regulator or exercising rights under applicable UK law.

The clinic's right to decline elective treatment must be exercised fairly, without unlawful discrimination and consistently with applicable clinical and professional obligations.

End of Terms & Conditions