These terms and conditions form the basis on which you can purchase products, visit us, use our services and our website. Please read them carefully as they contain important information.
General terms and conditions
Consultation and treatments are offered to over 18s who are based in the United Kingdom only. Children between the ages of 16 and 18 years may be seen with written parental consent.
Children are not allowed on the premises for Health and Safety reasons. If children are brought onto the premises this is at the parent or carer’s own risk, and no responsibility will be accepted by the clinic. Customers must attend the clinic alone unless prior agreement has been made with the clinic. Customers are requested not to arrive more than 15 minutes before the appointment to ensure the privacy of other customers.
If a service has been paid for in advance by a third party, the service will not be provided unless photographic proof of identity and address is provided.
The services offered are as detailed on the website www.crewehairandskinclinic.uk and booking link. Service terms will be updated periodically. Major changes will be communicated on the blog page of the website.
Booking a service means that you will automatically be added to a mailing list in order to be updated on services. You can ask to unsubscribe at any time.
1. The contract between us
We must receive payment of the whole of the price for the services that you order before your order can be accepted. Payment of the price for the services represents an offer on your part to purchase the services, which will be accepted by us only when a confirmation of acceptance is sent by us. We reserve the right to cancel this arrangement at our discretion for reasons such as Conflict of interest, communication issues (including language barrier), sickness or other unforeseen circumstance.
For services involving prescribing, proof of identity will be requested. This will include photographic proof or proof of address.
When a request for information is made in the form of a pre-service questionnaire, you are required to complete this form, or the appointment may have to be postponed (which is likely to incur a fee of 25% of the fee)
Cash payments are not accepted.
2. Acknowledgement of your order
To enable us to process your order, you will need to provide us with your e-mail address and telephone number. We will notify you by e-mail as soon as reasonably possible to confirm receipt of your order and to confirm details. This may take up to 48 hours. For the avoidance of doubt, this correspondence does not constitute a contract between us. When your order is placed you will automatically be added to a mailing list. This is so that information about the clinic can be relayed to you. You may opt out of the mailing list at any time, but accept that this will mean that you risk not receiving information which may be relevant to you.
3. Ownership of rights
All rights, including copyright, in this website are owned by or licensed to Crewe Hair and Skin Clinic Limited. Any use of this website or its contents, including copying or storing it or them in whole or part, other than for your own personal, non-commercial use, is prohibited without our permission. You may not modify, distribute or repost anything on this website for any purpose.
4. Accuracy of content
We have taken care in the preparation of the content of this website, in particular to ensure that prices quoted are correct at the time of publishing and that all services have been described accurately.
5. Damage to your computer
We try to ensure that this website is free from viruses or defects. However, we cannot guarantee that your use of this website or any websites accessible through it will not cause damage to your computer. It is your responsibility to ensure that the right equipment is available to use the website. Except in the case of negligence on our part, we will not be liable to any person for any loss or damage which may arise to computer equipment as a result of using this website.
6. Availability
The services will be provided within an agreed timescale, and time is not of the essence of the contract.
7. Ordering errors
You are able to correct errors on your order up to the point on which you click on “submit” during the ordering process. You may be charged an administrative charge of 25% if a service is ordered incorrectly to cover administrative costs and processing costs.
If an item is ordered and paid for on back order, you accept that there will be a delay of unknown duration. If you decide to cancel your order after payment there is a 25% administrative charge.
If you wish to return an item, please ensure that it is unopened and in a resellable condition. You will pay for your own postage. You must return the item within 14 days of receiving the item.
8. Price
The prices payable for services that you order are as set out on our website. The price of services are on the Price List page. The price of products for purchase are as shown against the individual product on the website.
Package prices are available to current customers. Most of the packages are displayed on the website.
Product orders are as per text. Photographs will not always represent the exact product.
9. Payment terms
We will take payment upon receipt of your order from your credit or debit card. We accept no liability if our services are delayed because you did not give us the correct payment details. If it is not possible to obtain full payment for the services from you, then we can refuse to process your order and/or suspend any further services. This does not affect any other rights we may have.
If the item is purchased on back order, this means that the item is not in stock. It will be posted to you once the item is back in stock. There can sometimes be national shortages of imported products which mean that sometimes there can be a delay of a few months.
10. Cancellation rights
Should you wish to cancel your service or appointment order, you must do so in writing no less than one week before your appointment. In general the payment is non-refundable but this can be at the Director’s discretion. There are no refunds if less than 24 hours notice is given, and 50% if 24-48 hours’ notice is given. You will be charged a 25% processing fee for electronic payments if a refund is given. In other words:
100% of the fee paid will be retained by the company if the appointment is cancelled with less than 24 hours’ notice.
50% of the fee paid will be retained by the company if the appointment is cancelled with 24-48 hours notice.
25% of the fee paid will be retained by the company if the appointment is cancelled with more than 48 hours’ notice.
25% of the fee is payable to the company if the appointment is rescheduled with less than 24 hours’ notice.
If an appointment is rescheduled twice with less than 48 hours notice then 100% of the fee is payable to the company.
A new payment will need to be made. Appointments must be rescheduled within 2 weeks or will be counted as a no show.
Arriving more than 15 minutes late for an appointment constitutes a ‘no show’. 100% of the fee will be retained by the company if the appointment is recorded as a no show.
If the treatment is complementary and is cancelled with less than 48 hours’ notice, 25% of the advertised value of the treatment is payable to the company.
If the scheduled treatment is part of a package of treatments and is not attended as scheduled, if less than 48 hours’ notice is given then the appointment will be treated as cancelled and will not be rescheduled. If more than 48 hours’ notice of cancellation is given a £25 rescheduling fee will be charged if the rescheduling is left open. A new appointment will need to be scheduled within a month of the original appointment or the appointment will be forfeited.
If you wish to return an item after purchase, there will be an administrative fee of 10%. You must return the item within 14 days, pay for your postage and provide proof of postage. The item must be unopened and unused and in a state suitable for resale.
11. Cancellation by us
We reserve the right not to process your order if:
11.1 You have not completed the required paperwork before your appointment
11.1.1 We have insufficient staff or resources to deliver the services you have ordered;
11.1.2 We do not provide services to your area; or
11.1.3 One or more of the services you ordered was listed at an incorrect price due to a typographical error.
11.2 If we do not process your order for the above reasons, we will notify you by e-mail and will re-credit to your account any sum deducted by us from your credit/debit card as soon as possible, but in any event within 14 days.
12. If there is a problem with the services
12.1 If you have any questions or complaints about the services please contact us. You can do so at info@crewehairandskinclinic.uk or telephone 01270 747 393
12.2 We are under a legal duty to supply services that are in conformity with this contract and in accordance with the Consumer Rights Act 2015 (the Act).
13. Liability
13.1 We are only responsible for losses that are a natural, foreseeable consequence of our breach of these terms and conditions. We do not accept liability if we are prevented or delayed from complying with our obligations set out in these terms and conditions by anything you (or anyone acting with your express or implied authority) does or fails to do, or is due to events which are beyond our reasonable control.
13.2 Furthermore, we do not accept liability for any losses related to any business of yours including but not limited to: lost data, lost profits, lost revenues or business interruption.
13.3 Notwithstanding the foregoing, nothing in these terms and conditions is intended to limit any rights you might have as a consumer under applicable local law or other statutory rights that may not be excluded nor in any way to exclude or limit our liability to you for any death or personal injury resulting from our negligence.
14. Notices
Unless otherwise expressly stated in these terms and conditions, all notices from you to us must be in writing and sent to our contact address at 110 Nantwich Road, Crewe, Cheshire, CW2 6AT and all notices from us to you will be displayed on our website from time to time.
15. Changes to legal notices
We reserve the right to change these terms and conditions from time to time and you should look through them as often as possible.
16. Law, jurisdiction and language
This website, any content contained therein and any contract brought into being as a result of usage of this website are governed by and construed in accordance with English law. Parties to any such contract agree to submit to the exclusive jurisdiction of the courts of England and Wales. All contracts are concluded in English.
17. Invalidity
If any part of these terms and conditions is unenforceable (including any provision in which we exclude our liability to you) the enforceability of any other part of these conditions will not be affected.
18. Privacy
You acknowledge and agree to be bound by the terms of our privacy policy.
19. Third party rights
Nothing in this Agreement is intended to, nor shall it confer any rights on a third party.
20. Other important terms
Alternative dispute resolution is a process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. If you are not happy with how we have handled any complaint, you may submit the dispute for online resolution to the European Commission Online Dispute Resolution platform.
If you have any queries about these terms and conditions or if you have any comments or complaints on or about our website, you can contact us at info@crewehairandskinclinic.uk.
21. Account Security, Password Confidentiality & Unauthorized Access
Passwords, access codes, and protected links provided by Crewe Hair and Skin Clinic Limited grant personal, non-transferable access exclusively to current clients who have completed an initial consultation. You are strictly prohibited from sharing your login credentials, access links, or client-only materials with any third party.
Penalties for Unauthorized Use:
If an individual accesses the website or places an order using a password without having completed the required consultation:
Order Non-Fulfillment & Admin Fee: Any pending orders or purchases made through unauthorized access will be immediately cancelled and will not be fulfilled. A 25% administrative charge based on the total value of the product(s) ordered will be applied and deducted from any applicable refund.
Mandatory Consultations & Fees: To receive any products or services, the user will be required to book and pay for a full remote consultation. If determined necessary by Crewe Hair and Skin Clinic, a subsequent face-to-face consultation may also be required depending on the product ordered. All consultations will incur separate standard charges and must be fully paid before any orders are processed.
Important background to the consent process for the diagnostic trichology consultation at Crewe Hair and Skin Clinic
Introduction
Dr Ingrid Wilson, of Crewe Hair and Skin Clinic, wishes to help you as the service user make an informed decision about your cosmetic treatment options for your hair and/or scalp concern and any relevant alternative options which may include medical and lifestyle. Whilst Dr Wilson will make every effort to understand what significance you would attach to any particular risk it is important that you feel comfortable enough to question Dr Wilson on any point of concern during this process. Please feel you have as much time as you wish to reflect on the information given before agreeing to proceed with the treatment.
This consultation service is for clients based in the UK over the age of 18 years. Clients aged between 16 and 18 may use this service with written parental consent, and the parent/guardian should attend the first appointment.
Purpose of Consultation
You have presented with hair or scalp concerns which will form the basis of a clinical discussion and examination. The purpose of the consultation is to address your concerns based on an assessment of your condition which considers a combination of factors including:
– Medical history
– Pregnancy/Breastfeeding
– Medication
– Nutrition
– Family History
– Social history including lifestyle
– Previous treatments
– Budget where applicable
– Availability to attend the clinic for treatments where necessary
– Belief systems
– Age
It is usual for a combination of approaches to be needed, and so a personalized plan will be created for you. In situations where a scarring (or permanent) form of hair loss is suspected you will be advised to seek a referral to a dermatologist to oversee treatment.
It is important that you are open and honest in your communications, particularly other medications/supplements/treatments/consultations/investigations to ensure that Dr Wilson has all the necessary information to inform her decisions.
Cosmetic treatments for hair loss from this clinic are not likely to be available from NHS dermatologists. This is intended to complement not replace what a dermatologist offers and are considered as cosmetic rather than medical from the consent perspective.
The field of scalp and hair loss treatments is constantly evolving so it is possible that the information given to you as a result of the consultation will be different in the future as the evidence base and experience with treatments increases.
You are encouraged to remain on the clinic mailing list as periodically Dr Wilson may share information that may be of relevance and interest to your hair or scalp condition. (Skin care and aesthetics updates will also be included in the newsletter).
Consultation process
The initial consultation process involves the following steps:
- Upon confirming the appointment, your completion of an online pre-consultation questionnaire which includes:
- Important medical information
- Photograph of the main areas of concern
- Products used
You are required to complete this form at least 48 hours before the consultation or the appointment may be cancelled or rescheduled.
- If you have additional information including correspondence with other professionals including Dermatologists, Trichologists, Hair Transplant Surgeons, nutritionists and blood tests you are encouraged to email this to info@crewehairandskinclinic.uk before the first consultation.
- At the initial consultation:
- Further details are obtained about you and your hair and scalp are explored in more detailed
- Your hair and scalp is examined and photographed and a TrichoLab image is taken. This
will be kept in your record as it is a condition of insurance and will be kept
confidential unless you have given written permission for your images to be shared for marketing or education purposes - You will be given a verbal summary of the likely main issue and options
You may be offered a complementary Zincatest taste test if appropriate. You have the option to swallow or spit it out. Its legal category is a supplement (not a test)
It is expected that you will be attending alone. The examination will not involve any intimate areas. If you intend to bring someone with you, or need a chaperone please let Dr Wilson know in advance or your companion may be refused entry to the clinic.
- You will be sent an email summarizing the consultation and outlining initial suggestions and recommendations within 14 days of the first consultation.
- 2 further complementary follow up appointments of up to 15 minutes’ duration are included in the package within 12 months of the initial appointment. (Clients who booked their consultation before 18th February 2025 will still have 2 x 30 minute complementary appointments). There is no obligation to attend these appointments, as they serve as an opportunity to allow further discussion of your personalized plan. Thereafter a fee applies per 30 minutes whether in person or remote up to a year after the first consultation or treatment. After this, the consultation process starts again. If you decide not to use the follow up appointments there is no refund to be applied as the appointments are complementary.
- You are encouraged to make use of the opportunity for your follow up appointments. A follow-up consultation provides a structured format where your questions and concerns can be addressed in a focused manner. This is a more effective approach than responding to a series of individual emails and phone calls because it allows dedicated time for Dr Wilson to thoroughly review previous discussions and any relevant notes. You are encouraged to email through your questions before the follow up appointments rather than telephoning. Questions will generally not be responded to by email until there has been a follow up consultation but will be considered.
- If you do not wish to meet in a follow up appointment, then a detailed email response will either be considered as 15 minute or 30 minute follow up appointment depending on the time required to consider the information. If it is estimated that answering your questions by email will take longer than 30 minutes, you will be advised of this and offered the opportunity to revise your questions, or use an additional follow up appointment.
- The appointment may have been booked on your behalf by someone else. The service is provided to you, and so you are required to supply your own email address and phone number. Correspondence will be only with you. A 3rd party such as a relative will not be responded to about the appointment even if they paid for the service.
Harassment and abuse of any kind will not be tolerated. Harassment includes any unwelcome conduct that demeans, intimidates, or creates a hostile environment.
Communication with other professionals
The email you receive from the clinic summarizing the consultation and recommendation is for your own personal use. You can refer it to when having discussions with other professionals. It is not to be used for commercial purposes such as requesting eBay refunds for hair products for example.
Sometimes the written recommendations will advise you to have a discussion with your GP to progress the investigation and management of your hair or scalp disorder.
This is typically:
- A prescription recommendation
- Additional blood tests
- Recommendation of a referral to a dermatologist.
It is entirely possible that your GP will not agree with these recommendations. That is a matter of their own clinical discretion and judgement. It is not the policy of this clinic to have direct communication with the GP as there should be sufficient information in the email and attachments to help with the decision-making process. It will also be unlikely that GPs will be aware of the additional medical and aesthetic treatments available for hair loss.
If your GP is not willing to prescribe for you, it may be possible for you to be prescribed the item from this clinic. If your GP does not agree to the blood test suggestions, you may wish to explore private providers such as Medichecks.
If your GP does not think that a referral to a dermatologist is necessary, then you may wish to seek the opinion of a private dermatologist who specializes in hair loss. This clinic makes no recommendations, and you are encouraged to carry out your own due diligence. You may wish to use the resources on the British Hair and Nail Society www.bhns.org.uk to find a specialist who works in the NHS. The specialists listed will be working in the NHS, but they may also have a private practice.
If you decide to have a TrichoTest with another provider, then Dr Wilson will not be able to advise on medications/supplements recommended by the TrichoTest because of not having been involved in the administrative process of inputting the questionnaire which can affect the medication and supplement recommendations.
Outcomes
Dr Wilson will endeavour in good faith to employ the principles of best practice in delivering your treatment, and act in your best interests. Each patient is individual and response to treatment will vary from patient to patient and treatment to treatment. As such it is not possible to guarantee outcomes will always meet your expectations.
Follow up TrichoLab imaging (high magnification polarized Trichoscopy) can help provide helpful information in the monitoring of the condition. A separate fee applies for this service. Over time the hair loss condition can change, and additional hair or scalp issue may develop.
Important Considerations
Dr Wilson will provide you with advice in reference to a course of action, treatment, procedure, or medication. This advice will be based on a combination of published evidence, established practice, scientific principles and practitioner experience. You are encouraged to follow the advice as far as possible which will contain several different personalized recommendations. If following the initial consultation, you decide to seek other options such as another provider/herbalist/nutritionist/functional medicine provider/hairdresser/another trichologist/Social media influencer (TikTok/YouTube) for the same issue commenting and advising on this will be beyond the scope of the service that is being provided to you. Their recommendations may conflict with the objectives of the advice that you receive from Dr Wilson this clinic.
Every care is taken to deliver the advice or treatment in a manner which will minimise risk, however you should be aware of the risks, as one may exist upon which you place particular significance. Results are never guaranteed but are chosen for you as being the most likely to be beneficial. You are advised to take in to account all these potential risks before consenting to advice or treatment. Please make Dr Wilson fully aware of your expectations prior to giving consent.
Other Considerations
Consent to this advice is given in conjunction with the findings and examination as recorded in the medical record.
The privacy policy can be found at crewehairandskinclinic.uk/privacy-policy
Important information relating to aesthetics consultations and skin treatments
All aesthetics/skin care consultations begin online. The process leading to a clinic treatment is outlined on the Calendly booking link and contained in the confirmation email.
Booking a consultation does not guarantee progression to an aesthetic or clinic treatment.
To ensure treatments can be delivered safely and effectively, progression to a procedure will not take place if any of the following factors arise during your consultation or preparation (or for other reasons at the Director’s discretion):
- Incomplete or Withheld Information: Full transparency regarding your medical history, current medications, past aesthetic procedures, and existing skincare routines is essential for your safety.
- Failure to send in good quality photographs make up free before the consultation.
- Communication or Understanding Barriers: Informed consent is a non-negotiable legal and clinical requirement. If clear, mutual communication cannot be established to ensure you fully understand the procedure, risks, and recovery, treatment cannot proceed.
- Underlying Skin Health Concerns: If your skin is compromised, inflamed, or showing signs that increase the risk of adverse reactions or poor healing, treatment will be postponed until baseline skin health is restored.
- Unwillingness to Follow Professional Guidance: Aesthetic procedures require collaborative care. Progression depends on your commitment to essential clinical advice, including pre- and post-treatment skincare designed to optimize your skin barrier.
Non-Compliance with Daily SPF Use: Professional-grade, broad-spectrum sun protection is a mandatory prerequisite for advanced aesthetic treatments. Without a commitment to daily SPF use, your skin cannot safely heal or sustain clinical results.
Non-Refundable: If you are deemed unsuitable for progression to a treatment—whether due to skin health concerns, medical safety, communication barriers, or non-compliance with required pre and post-care protocols like clinic approved SPF — a refund for the consultation appointment is not offered.
Post-treatment skin health requires guaranteed UV protection. For all invasive procedures, use of a clinic-supplied sunscreen is required to ensure product provenance and patient safety. Please note that treatments will not be performed without the purchase of a verified SPF from this clinic to ensure your skin heals safely with daily use.
Updated 28/7/2026