Set out below are some of the terms on which Mela Nurse Clinic provides service to its clients. Please ensure that you have read and fully understood them prior to booking any treatment, using our services or ordering any of our products online. Thank you!

Data Handling & Privacy Policies

Full details of our Privacy Policy and how we handle your personal data can be found here: https://melanurseclinic.com/privacy-policy

Our Fair Processing Notice can also be found here: https://melanurseclinic.com/fair-processing-notice

Appointments & Cancellations

All appointments booked have a 48hr cancellation policy. So if you need to cancel or rearrange your appointment you will need to give at least 48hrs notice. Failure to do this will result in your deposit not being refunded and any deposits or booking fees will not be able to be redeemed against any future treatments.

Lateness

We understand things happen and on some occasions you may run late. If you know you will be running late, even if it is 5 minutes then please call us and/or text us to let us know.

If you are more than 15 minutes late for your appointment, will not be able to go ahead with your scheduled appointment. We will try our best to accomodate you when you arrive or plan to arrive if we are able to later on that day or still see you if we do not have a client scheduled afterwards, but this cannot always be guaranteed. Adaptations to longer appointment will be made in order to still see you and carry out your appointment but will result in the some steps of the treatment not being carried out and/or shortened due to time restrains due to lateness. This could in some cases affect treatment efficacy and results.

The final decision on whether you will still be seen and for the treatment to be adapted is at the discretion of the company and practitioner carrying out treatment.

Booking Fees

Our booking fees are not deposits, they are a charge for the time and resources used to carry our your consultation alongside administrative work. These are non-refundable unlike our deposits but they can go towards the cost of any treatment you decide to book.

Payment Methods

In-clinic Purchasing

For in-clinic purchasing we accept cash for all purchasing. We accept and card payments for treatments and products totalling over £300+ in value only. Cash only payment if totalling under this amount.

Online Purchasing

For online orders we accept Paypal, MasterCard, Visa and American Express payments online.

Payment Plans

You are able to pay via ‘Paypal in 3’ when sending us money directly through Paypal or through online purchasing using the Paypal checkout gateway.

We aim to offer payment plan options such as Klarna and ClearPay for our customers very soon.

Shipping

We currently only hsip to addresses within the United Kingdom although we are working towards offering international shipping in the near future so bare with us!

The processing time for orders is 48 hours and after that, delivery time is usually two working days with items send by 1st class tracked delivery through Royal Mail.

Please keep in mind that during holidays or postal strikes this time may vary.

We are not responsible for any shipping deliveries that may be affected by customs, natural occurrences, or transportation strikes or delays, nor any extra fees, customs or back end charges once the package has left our clinic.

Refund & Returns Policy

Refunding Treatments (including packages & memberships)

Mela Nurse Clinic do not offer refunds for treatment received and carried out. However, if you change your mind within 14 days of purchasing a course of treatment and if no sessions have been redeemed, you are entitled to a refund.

If for any medical reason you are advised not to continue with your course of treatments, please obtain a medical report or letter from your doctor in order to be eligible for and process your refund.

If you have used any sessions from your course of treatment/membership, then this will be deducted from your refund value as a pay as you go cost. Non- attended appointments not cancelled line with our cancellation policy will count as a treatment used/carried out.

Due to clients safety, we are unable to offer refunds on retail products purchased in clinic. Mela Nurse Clinic cannot be held responsible for any unknown side effects which may occur as a result of using non-melanurse branded products purchased from us.

If you wish to amend your package or request a refund please let us know within the first 14 days of purchase.

Please note our single treatments have an expiry of 6 months from purchase date.

Please note all gift cards & vouchers must be used within 6 months of purchase date.

Please note our packages/memberships and associated account credits have a expiry of 12 months from purchase date.

Refunding Online Orders (including online products & electronic goods)

If you change your mind within 14 days of purchasing a product online we are happy to accept the return of your product for a refund in line with our policy, explained below:

To be eligible for a return, and the product must be unused & unopened, undamaged and still in its original packaging in the same condition that you received, it.
To process a refund, we require a receipt or proof of purchase.
Must be refunded within 30 days of purchase (Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange).

If your refund request does not meet these requirements then unfortunately, your purchase will not eligible be eligible for a return/refund.

As the customer, you will be responsible for any postage fees to get the product back to us and this will not be reimbursed when your refund is processed.

There are some types of goods are exempt from being returned at Mela Nurse Clinic. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

- Gift cards

- Downloadable software products (e.g e-books)

- Some health and personal care items

There are certain situations where only partial refunds are granted:

- Books with obvious signs of use

- Software that has been opened.

- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.

- Any item that is returned more than 30 days after delivery

Receiving your refund

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days but may take up to 30 days in some instances in which you will be made aware of and notified at the earliest date possible.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time to process with some banks before your refund is sent.

If you’ve done all of this and you still have not received your refund yet, please contact us at contact@melanurseclinic.com.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Sending Us Your Return

Please do not send your purchase back to the manufacturer.

To return your product, you should mail your product to the address provided in the correspondence from us via email or text message when your refund was approved.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Exchanges

Exchanging Treatments

Mela Nurse Clinic do not offer exchanges for treatments purchased. However, if the treatment is deemed no longer suitable by us, we no longer/currently not offering the service, or you cannot do a particular treatment due to newly diagnosed medical reasons or after speaking to a doctor, an exchange will be granted.

Exchanges will be granted only to be used for a new treatment(s) with the same or fewer value in cost.

If you would like an exchange due to medical reasons then please obtain a medical report or letter from your doctor in order to be eligible for and process your exchange.

If your exchange reason does not fall within the criteria as highlighted above, we can’t offer you an exchange.

Exchanging Products

Our refund and returns policy for products lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at contact@melanurseclinic.com.

Mela Nurse Clinic cannot be held responsible for any unknown side effects which may occur as a result of using non-melanurse branded products purchased from us.

If the item was marked as a gift when purchased and sent to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be emailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order sent to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Incorrect Pricing & Information Errors

At Mela Nurse Clinic we strive to provide accurate product and pricing information at all times. However, pricing or typographical errors may occur during website upgrades, emails and/or maintenance.

In the event that an item is listed at an incorrect price or with incorrect information due to an error in pricing or product/treatment information, Mela Nurse Clinic shall have the right, at our sole discretion, to adapt, refuse or cancel any orders placed for that item.

In the event that an item is priced incorrectly, Mela Nurse may, at our discretion, either contact you for further instructions or cancel your order and notify you of such cancellation.

Security

Staff at Mela Nurse Clinic maintain the right to refuse service at any time to clients that we deem inappropriate, particularly due to unpleasant behaviour and this decision is final. If you are asked to leave the clinic due to aggressive, rude, sexual, inappropriate or violent behaviour or language, you forfeit your right to any reimbursements, refunds, payments or deposits. This decision is final and at the discretion of the company and therapist carrying out your treatment.

We ask that you respect our home-clinic and view our security policy to make yourself aware of the safety measures in place at our clinic for our personal safety as well as the safety of our clients. By booking and attending a treatment with us you agree to the security measures we have in place, which are highlighted below and in our full security policy. At Mela Nurse Clinic we have CCTV systems that we use to view and record on the premises. As Mela Nurse Clinic is a home-based clinic security and CCTV is a necessary and important for the safe running of the business for both the owner and customers alike. CCTV is in operation within the communal area of the clinic and treatment room positioned to face with a behind-view of the treatment couch. This has been done to maintain the privacy of all of our customers when carrying out treatments whilst still making the environment safe and secure for everyone. For more information about our security practices you can view our Security Policy here: https://melanurseclinic.com/security-policy.

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Terms & Conditions