Terms & Conditions

1) Definitions & Interpretation

“Client” means the individual receiving services; “Treatment” means any spa, clinical, aesthetic or wellness service; “Course” means a package of multiple sessions; “We/Us/Our” means Santi London; “Agreement” means these Terms together with any consent forms, booking confirmations and written treatment plans.

2) Applicability

These Terms apply to all bookings, consultations, treatments, courses, vouchers and retail purchases made with Santi London, whether in person, by phone, via messaging apps or through our website.

3) Clinic Rules & Etiquette

• Please arrive at least 10 minutes early to complete any necessary forms; late arrival may shorten your session while the full fee applies.
• Clients must be 18+. If an exception applies, a parent/guardian must provide written consent and be present.
• Medical consultations and patch tests may be required for certain treatments.
• Please disclose all relevant medical conditions, allergies, medications and recent procedures before treatment.
• We reserve the right to refuse treatment where not clinically appropriate or safe.
• Mobile devices should be set to silent within treatment areas.

4) Bookings, Payments & Price Changes

• Prices are shown at the time of booking; we may revise prices at any time for future bookings.
• We may require a deposit or full prepayment to secure an appointment.
• Quoted prices are valid at the time of confirmation and may be re-quoted if the booking is changed.
• Retail purchases follow our in-clinic returns policy; sealed items may be exchangeable, subject to consumer law.

5) Cancellations & No-shows

We operate a 24-hour cancellation policy. If you cancel or reschedule with less than 24 hours’ notice, or fail to attend, we may charge the full fee or forfeit a session from a Course/package.

6) Courses & Packages

• Courses are discounted packages and are non-transferable and non-refundable once commenced.
• Missed or late-cancelled sessions may be deducted from the Course balance.
• Course validity periods will be stated at purchase; extensions are at our discretion.

7) Gift Cards & Vouchers

• Gift cards/vouchers are typically valid for 12 months from issue unless stated otherwise.
• They are redeemable in clinic for treatments or retail; they are not exchangeable for cash.
• If a service exceeds the voucher amount, the balance is payable; if lower, the remaining value stays on the voucher.
• Lost or stolen vouchers may not be replaceable; please treat them like cash.

8) Client Obligations & Aftercare

You agree to follow pre-treatment instructions and aftercare guidance. Failure to follow clinical advice may increase risks and affect outcomes. You must inform us promptly of any post-treatment concerns.

9) Limitation of Liability

Nothing in these Terms limits liability for death or personal injury caused by negligence, fraud or any matter that cannot be excluded by law. To the fullest extent permitted by law, our total liability in respect of any claim shall not exceed the amount paid by you for the relevant treatment or Course. We shall not be liable for indirect or consequential losses.

10) Force Majeure

We are not responsible for delays or failures caused by events beyond our reasonable control (e.g., power outages, extreme weather, public health restrictions). We will endeavour to reschedule at the earliest opportunity.

11) Intellectual Property

All content on our website, including text, images, videos, logos and treatment materials, is owned by Santi London or used with permission. You may not copy, reproduce or distribute content without prior written consent.

12) Governing Law & Disputes

These Terms are governed by the laws of England and Wales, and the courts of England and Wales shall have exclusive jurisdiction. Consumers may have additional mandatory rights under local law.

13) Changes to these Terms

We may update these Terms to reflect operational, legal or regulatory changes. The latest version will always be available on this page with the effective date shown above.

14) Contact

For information about how we handle personal data, see our Privacy Policy.