Aion Labs Medical Group Ltd Terms and Conditions
Last updated 15/8/26
1. About us and these terms
These terms apply to all treatments, consultations and services provided by Aion Labs Medical Group Ltd, trading as Aion Labs, company number 16172701 , registered office 85 Great Portland Street, W1W 7LT, clinic at 10 Harley Street, W1G 9PF (“we”, “us”, “our”).
By booking an appointment with us you accept these terms. Please read them before you book. We recommend you keep a copy.
Our treating clinicians are registered with the General Medical Council.
2. Booking and deposits
2.1 Appointments can be booked in person, by telephone, by email or through our website.
2.2 We require a deposit of 25% of the treatment price to secure an appointment. The deposit is deducted from the final cost of your treatment.
2.3 Your booking is confirmed only once we have sent you a written confirmation and received your deposit.
2.4 If you have not attended us before, we may ask you to complete a medical history form before your appointment. We cannot treat you until this is complete and reviewed.
3. Consultations, suitability and consent
3.1 Every treatment begins with a consultation. The purpose of the consultation is to assess whether treatment is appropriate for you, discuss realistic outcomes, and explain the risks, alternatives and aftercare.
3.2 A consultation is not a commitment to treat. We may decline to treat you, or recommend a different or lesser treatment, if in our clinical judgement treatment is not in your interests. This is a professional obligation and is not a breach of these terms. If we decline to treat you, any deposit or prepayment for that treatment is refunded in full but you are not entitled to a refund of the consultation cost if booked as a consultation.
3.3 You must give us complete and accurate information about your medical history, medications, allergies, supplements, previous treatments and any relevant lifestyle factors, and tell us promptly if anything changes before your appointment. Treatment carried out on the basis of incomplete or inaccurate information may be unsafe, and we are not responsible for consequences arising from information you did not disclose or partially disclosed.
3.4 You will be asked to sign a consent form before treatment. Consent can be withdrawn at any point up to and during treatment. If you withdraw consent after treatment has begun, you will be charged for the proportion already performed.
3.5 Cooling-off period. For first-time treatments we require a minimum of 24 hours
between your consultation and your treatment so that you have time to consider the
information given. Where you ask to be treated sooner and we agree it is clinically
appropriate, we will record that request and the reason for it. This does not affect
our responsibility to ensure you are properly informed before you consent, and it
does not affect any of your rights.
4. Prices and payment
4.1 Prices are set out in our current price list and confirmed at consultation. Prices quoted at consultation are valid for 14 days.
4.2 The balance is payable on the day of treatment, before treatment begins, unless we agree otherwise in writing.
4.3 We accept cash, card, PayPal and Stripe payments.
4.4 Prices may change, but never for a treatment already booked and confirmed.
4.5 If you have a concern about a payment, please raise it with us first under clause 11 so we can try to resolve it. Where a payment is reversed or charged back after treatment has been provided, we will contest it and provide the acquiring bank with your signed consent form, treatment record and clinical photographs. Any amount properly due remains payable.
4.6 Paying by finance. We can introduce you to Buyline Ltd, who arrange finance through
a panel of lenders. Any finance agreement is between you and the lender, not with us,
and is subject to their terms, status and affordability checks. We are not a lender and
we do not decide whether your application is accepted. If your application is declined,
the balance remains payable under clause 4.2 and clause 7 applies if you then cancel.
5. Courses and packages
5.1 Where you buy a course of treatments, the price reflects the course as a whole. Individual sessions within a course are not separately priced or separately refundable.
5.2 Courses must be completed within 12 months of purchase.
5.3 If you stop a course part-way for a reason other than one covered by clause 8, we will refund the amount paid less the full list price of the sessions already taken and any applicable cancellation charge. This may mean no refund is due. The total deduction will not exceed the amount you have paid.
5.4 If we determine it is no longer clinically appropriate to continue a course, we will refund the unused sessions at the pro-rata course rate, with no deduction.
6. Your statutory cancellation rights
6.1 If you booked and paid without meeting us in person — for example online, by telephone or by email — you have a legal right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 to cancel within 14 days of entering into the contract and receive a refund.
6.2 Appointments within the 14-day period. If you want to be seen before those 14 days have passed, we need your express request for us to start during the cancellation period. When you book you will be asked to confirm the following:
“I request that Aion Labs begins providing the services to me before the end of the 14-day cancellation period. I understand that I will lose my right to cancel once the services have been fully performed, and that if I cancel after the services have begun but before they are complete, I must pay for the services already supplied.”
We record the date and time you give this confirmation and include it in your booking confirmation email.
6.3 The effect of that confirmation is:
• once your treatment has been fully performed, the 14-day right to cancel no longer applies;
• if you cancel part-way through, you pay a proportionate amount for what has already been supplied — for example, a consultation that has taken place;
• if you cancel before anything has been supplied, you keep the full statutory right and we refund everything you have paid, including your deposit, within 14 days.
6.4 This statutory right sits alongside the cancellation terms in clause 7. Where the two conflict, your statutory rights take priority.
7. Cancelling, rescheduling and missed appointments
7.1 More than 48 hours’ notice. You may cancel or reschedule free of charge. Your deposit is refunded in full or carried across to the new appointment, as you prefer.
7.2 48 hours or less. A charge of 25% of the treatment price applies. This applies whether you cancel or reschedule, and is deducted from your deposit or any amount already paid. The remainder is refunded or carried forward, as you prefer. If you booked a consultation, the full cost of the consultation is payable.
7.3 Non-attendance. If you do not attend and do not tell us in advance, the charge in clause 7.2 applies.
7.4 Late arrival. If you arrive more than 15 minutes late we may not be able to complete your treatment safely within the remaining time. We will try to treat you or to reschedule, but where we cannot, clause 7.2 applies.
7.5 Exceptional circumstances. We will waive or reduce these charges at our discretion where you cancel because of sudden illness, bereavement, or another genuine emergency, and where you tell us as soon as you reasonably can. Please contact us — we would rather be told.
7.6 If you become unsuitable for treatment. If you cannot proceed because of a medical reason that arose after booking and could not have been foreseen — for example a new infection at the treatment site, a new medication, or pregnancy — no cancellation charge applies and your deposit is refunded or carried forward in full.
7.7 We ask for 48 hours because appointment slots are held exclusively for you and clinical time cannot realistically be filled at short notice.
8. If we cancel or reschedule
8.1 If we cancel or postpone your appointment for any reason, we will offer you the earliest suitable alternative or a full refund of everything you have paid, as you prefer.
8.2 If we cancel at short notice we may reimburse reasonable travel or accommodation costs you had already committed to and cannot recover, where you tell us about them promptly and provide receipts. We ask you not to book non-refundable travel or accommodation for an appointment without speaking to us first.
9. Treatment outcomes
9.1 Aesthetic treatment is not an exact science. Individual results vary according to anatomy, skin quality, age, healing, lifestyle and factors outside anyone’s control. We cannot and do not guarantee a specific outcome.
9.2 We will always tell you what outcome is realistically achievable before you consent. Nothing we say in a consultation, on our website or on social media is a guarantee of result.
9.3 Results from lasers and regenerative treatments typically develop over 3-6 months. We will book a review appointment at 3 and 6 months to assess your result.
9.4 Where a review shows that a result falls short of what was reasonably expected and a further session is clinically appropriate, we will provide a 30% discount on a repeat or alternative treatment. This does not apply where aftercare was not followed or lifestyle factors prevented the development of a result.
9.5 We are not able to refund a treatment that has been properly performed simply because you are disappointed with the result. This does not affect your rights under the Consumer Rights Act 2015 if the service was not carried out with reasonable care and skill — in that case you are entitled to have it put right or, where that is not possible, to an appropriate price reduction.
9.6 Where you are dissatisfied with your result, you must tell us within 30 days of your 3-month review and attend an assessment appointment so that we can examine the result in person and compare it against your baseline photographs. We cannot offer a remedy under clause 9.4 where you decline to be assessed. This does not affect your statutory rights.
10. Aftercare
10.1 You will be given written aftercare instructions. Following them is an important part of your result and your safety.
10.2 You must tell us promptly if you experience anything unexpected after treatment. We will see you for review at no charge to assess any concern about a treatment we performed.
10.3 If you have an urgent concern after treatment, contact us on +44 7440 113579 and we
will aim to respond within 3 hours during working hours. Outside our normal hours, please contact 111 for advice. If symptoms are severe or you feel acutely unwell, call 999 or attend A&E and tell
them what treatment you have had - please also let us know as soon as you can.
11. Complaints
11.1 If you are unhappy with any aspect of your care, please tell us. Contact bookings@aion-labs.com
11.2 We will acknowledge your complaint within 3 working days and give you a full response within 20 working days. If we need longer we will explain why.
11.3 If we cannot resolve your complaint between us, you may refer it to an approved ADR such as CEDR, a certified alternative dispute resolution provider. We are not currently a member of that scheme and are not obliged to use it, but we will consider any
approach on its merits. This does not affect your right to take legal action.
11.4 You may also complain to the General Medical Council about a doctor’s fitness to practise, at any stage and independently of our own complaints process.
11.5 Complaints about finance. Complaints about our treatments or services should be
directed to us using the details above. If your complaint relates to your finance
application or finance agreement — including the credit decision, the terms of the
agreement, or how payments are collected — please contact Buyline Ltd or the relevant
finance provider using the contact details in your finance documentation. We cannot
investigate or resolve complaints about a finance agreement, as we are not party to it.
12. Age, capacity and conduct
12.1 We treat adults aged 18 and over only. Proof of age may be requested.
12.2 We may decline or stop treatment where we do not consider you have capacity to consent, where we have concerns about body dysmorphic disorder or unrealistic expectations, or where you appear to be under the influence of alcohol or drugs. In these circumstances we will explain our reasons. Where we cannot proceed because you attend under the influence of alcohol or drugs, we treat this as a
cancellation at less than 48 hours' notice and clause 7.2 applies.
12.3 We ask that you treat our staff with courtesy. We may refuse or discontinue service in cases of abusive or threatening behaviour.
13. Photography
Clinical photographs form part of your medical record. We will not use any image of you for marketing, teaching or publication without your separate written consent, which you can withdraw at any time. See our Privacy Policy for detail.
14. Gift vouchers
Valid for 12 months from purchase, redeemable against any non-prescription treatment, and not exchangeable for cash. A voucher may be used by the person it was bought for but may not be resold. Where a voucher is bought online or by telephone, the purchaser has 14 days from purchase to cancel and receive a refund. After that period vouchers are non-refundable. Cancellation charges under clause 7 apply to appointments booked using a voucher.
15. Liability
15.1 We are responsible for loss you suffer as a result of our breaking these terms or failing to use reasonable care and skill, where that loss is a foreseeable result of it.
15.2 We do not limit or exclude our liability in any way for death or personal injury caused by our negligence, for fraud, for breach of your statutory rights, or for anything else where it would be unlawful to do so.
15.3 We are not responsible for:
(a) a result that falls within the range we explained to you before treatment,
even if you are disappointed with it;
(b) any consequence of your not following the aftercare instructions we gave you;
(c) any consequence of information about your health, medications or previous
treatments that you did not disclose to us, or disclosed inaccurately;
(d) treatment provided to you by any other practitioner, whether before or
after ours, including where it affects our result;
(e) any consequence of a risk we explained to you and you accepted when you
gave consent, where the treatment was carried out with reasonable care
and skill.
15.4 We are not liable for business losses, loss of earnings, loss of profit, or wasted expenditure such as travel, accommodation or missed events. We supply services to you for personal use. This clause does not apply to any claim covered by clause 15.2.
15.5 Except for claims covered by clause 15.2, our total liability to you for
any claim arising from the services is limited to the greater of the amount you paid for the treatment concerned and £5,000
15.6 We hold professional indemnity insurance
15.7 Where we offer a refund, a repeat treatment or a discount as a gesture of
goodwill, that offer is not an admission of liability or of any failure in the care
we provided.
16. General
16.1 We may change these terms. The terms that apply to you are the ones published when you booked, and we will send you the current version with your booking confirmation.
16.2 If any part of these terms is found to be unenforceable, the remaining parts continue to apply.
16.3 These terms are governed by the law of England and Wales, and you can bring proceedings in the courts of England and Wales.
16.4 Your personal information is handled as set out in our Privacy Policy.
