THE LOOK BY LOUISE LTD – TERMS AND CONDITIONS.

The Look by Louise Ltd – Terms & Conditions

INTRODUCTION

Welcome to The Look by Louise Ltd (“we”, “us”, “our”). These Terms and Conditions (“Terms”) apply to all appointments, treatments, courses, and products purchased with us either online, by phone, or in person. By booking an appointment or purchasing from us, you confirm that you have read, understood, and agree to be bound by these Terms.

DEPOSIT PAYMENTS & BOOKINGS

Deposits, booking fees, courses, and gift vouchers are non-refundable except where required by law.

A deposit secures your time slot and covers administration and preparation costs incurred prior to your appointment.

  • You must be 18 years or older to receive treatment.

  • Proof of age may be requested; failure to provide valid ID will result in cancellation and loss of your deposit.

All bookings are made at your own responsibility. Please ensure you select the correct practitioner, treatment, and clinic location when booking.

CANCELLATIONS & RESCHEDULING

More than 48 hours’ notice:

  • You may reschedule your appointment once, provided it is rebooked within 4 weeks of your original date (subject to availability).

  • Deposits remain non-refundable but can be carried over once to the new booking.

Less than 48 hours’ notice or same-day cancellation:

  • You will forfeit your deposit in full.

  • A new deposit will be required to secure another appointment.

No-shows:
We reserve the right to charge up to the full appointment value where a client fails to attend without prior notice, reflecting the loss incurred by the clinic.

Rescheduling must be made by contacting us directly via telephone, email, or WhatsApp. Requests made via social media messaging will not be accepted.

Late Arrivals

Please arrive on time. If you are more than 15 minutes late, we reserve the right to cancel your appointment, and your deposit will be forfeited.

COURSES OF TREATMENT

When purchasing a course of treatments:

  • Courses must be paid in full at the time of purchase.

  • Courses are valid for 12 months from the date of purchase. Any unused sessions after this period will be forfeited.

  • Except where required by law, no refunds are issued once a course has been purchased.

  • At our sole discretion, we may allow a remaining course balance to be used toward another treatment. However, this does not apply to any courses, treatments, or products purchased as part of special offers, Black Friday promotions, or discounted seasonal sales—these are strictly non-transferable and non-refundable.

  • Once a course has commenced, individual sessions cannot be refunded, exchanged, or transferred.

PRODUCTS

Purchases


Products may be purchased in clinic or online. Payment is required in full at the time of purchase.

Returns & Refunds

  • Except where required by law, skincare and cosmetic products purchased in clinic are non-refundable and non-exchangeable once they have left the premises.

  • Refunds or replacements will only be issued if a product is proven to be faulty, damaged, or not as described, and you notify us within 14 days of purchase.

  • You must provide the original proof of purchase for any query or claim.

  • We are not responsible for any adverse reaction resulting from incorrect product use or failure to follow aftercare instructions.

Client Responsibility


By purchasing any product from The Look by Louise Ltd, you confirm that:

  • You have received or accessed clear instructions on correct product usage, application, and storage.

  • You understand how to use the product safely and appropriately.

  • You accept full responsibility for how the product is used after purchase.

  • The Look by Louise Ltd accepts no liability for any adverse effects, reactions, or outcomes resulting from misuse, failure to follow instructions, or individual skin sensitivities.

Product Changes


From time to time, manufacturers may alter packaging or formulations. The Look by Louise Ltd reserves the right to supply updated versions of products without prior notice.

Delivery (if applicable)


We are not responsible for delivery delays or issues once products have been dispatched. Any delivery problems should be reported to the courier directly using the tracking information provided.

Online Orders

Where products are purchased online, your statutory consumer rights and cancellation rights will apply as required by law.

Certain products may be exempt from cancellation rights for hygiene and safety reasons where they have been opened, unsealed, or used after delivery.

Special Offers & Discounted Treatments

  • All offers, promotions, and discounts (including Black Friday, summer sales, or limited-time packages) are final.

  • No refunds, exchanges, or substitutions are permitted.

  • Discounted products or services cannot be transferred to other individuals or used toward different treatments.

CONSULTATIONS & SUITABILITY

Consultations are not free of charge. The consultation fee includes your appointment time and professional advice, which is redeemable against treatment on the same day only.

If, for any medical or clinical reason, you are unsuitable for treatment on the day (e.g., due to infection, contraindications, or previous filler complications), despite full and accurate disclosure by the client, the consultation fee remains payable but no treatment fee will be charged.

MEDICAL CONDITIONS & CONTRAINDICATIONS

It is your responsibility to disclose any relevant medical history, medications, or conditions that may affect your treatment.

Treatment will be refused—and deposits forfeited—if any of the following apply:

  • Pregnancy or breastfeeding

  • Active skin infections, cold sores, or open wounds

  • Use of blood-thinning medication (unless medically cleared)

  • Allergies to treatment ingredients

  • Unrealistic expectations or psychological contraindications (e.g., body dysmorphia)

REFUND POLICY

  • Except where required by law, payments for treatments, deposits, courses, products, and gift vouchers are non-refundable.

  • Refunds will not be provided for completed treatments where services have been performed with reasonable care and skill and in accordance with the agreed treatment plan.

  • Refunds are not available for completed treatments, unused sessions within a course, or if you change your mind.

  • In exceptional cases, and at the company’s discretion, a credit note may be issued—but only where deemed appropriate.

CHILDREN AND GUESTS

Children and additional guests are not permitted in treatment rooms for health and safety reasons. If you arrive with a child and no accompanying adult, your appointment will be cancelled and your deposit forfeited.

BEHAVIOUR POLICY

We reserve the right to refuse treatment to any person who:

  • Is under the influence of alcohol or drugs;

  • Behaves in an aggressive, disrespectful, or inappropriate manner toward staff or other clients; or

  • Fails to follow clinic policies or practitioner advice.

COMPLAINTS

Any concerns regarding treatment outcomes should be raised in writing within 14 days of becoming aware of the issue. We will investigate and respond within a reasonable timeframe.

PAYMENT DISPUTES AND CHARGEBACKS

If you are dissatisfied with any treatment, product, or service, we ask that you contact us directly and allow us a reasonable opportunity to investigate and resolve the matter before initiating a chargeback or payment dispute with your payment provider.

Nothing in this clause affects your legal rights.

LIABILITY WAIVER AND LIMITATION

By proceeding with any treatment or product purchase at The Look by Louise Ltd, you acknowledge and agree that:

  • All treatments and skincare products carry inherent risks, including (but not limited to) redness, swelling, bruising, allergic reactions, or other side effects.

  • Individual results vary depending on factors such as age, lifestyle, medical history, and skin type—no results can be guaranteed.

  • The Look by Louise Ltd and its practitioners will not be liable for:

    • Adverse outcomes resulting from undisclosed medical conditions or medications;

    • Failure to follow pre- or post-treatment advice;

    • Reactions to products used or purchased where proper usage guidance was provided;

    • Dissatisfaction with subjective aesthetic results.

  • Nothing in these Terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, or any rights that cannot legally be excluded.

  • Subject to applicable law, our total liability shall not exceed the amount paid for the treatment or service giving rise to the claim.

PRIVACY AND DATA PROTECTION

Your personal information is handled in accordance with our Privacy Policy. We will never share your details with third parties except as required by law or to deliver services you have booked with us.

GOVERNING LAW

These Terms are governed by and construed in accordance with the laws of England and Wales. Any disputes will be handled exclusively by the courts of England and Wales.

CONSUMER RIGHTS

Nothing in these Terms is intended to exclude or restrict any rights you have under the Consumer Rights Act 2015 or any other applicable consumer protection legislation.

PAYMENT AUTHORISATION AND CARD STORAGE

By providing your card details when booking an appointment, purchasing a course, or buying a product, you authorise The Look by Louise Ltd and our secure payment partners to:

  • Hold your card details on file in accordance with Payment Card Industry Data Security Standards (PCI DSS) for the purpose of securing future bookings, deposits, and outstanding balances; and

  • Charge your card automatically in accordance with these Terms — including missed appointment fees, late cancellation fees, or remaining balances owed for services or courses you have agreed to.

Card information is processed and stored securely through our third-party payment provider. The Look by Louise Ltd does not store full card details on its own systems.

By proceeding with your booking or purchase, you acknowledge and agree to this payment authorisation policy.

By booking an appointment or making a purchase, you confirm that you have read, understood, and agreed to these Terms & Conditions in full.