Terms & Conditions

Terms and Conditions

Last updated: 17 June 2026

1. About Riverbanks Clinic

Riverbanks Clinic and Riverbanks Wellness are trading names used by two associated companies:

RJ Medical Consultants Limited
Company number: 06371580

and

RJM Aesthetics Ltd
Company number: 17027904

Both companies provide services from:

Riverbanks Clinic
Lower Harpenden Road
East Hyde
Bedfordshire
LU2 9QS

Telephone: 01582 762877
Email: reception@riverbanksclinic.co.uk

The company providing your consultation, treatment, product or package will depend on the nature of the service being supplied:

RJ Medical Consultants Limited generally provides qualifying medical and healthcare services that are treated as exempt from VAT.
RJM Aesthetics Ltd generally provides aesthetic and other services that are subject to VAT.

The relevant contracting company will be identified on your booking confirmation, treatment quotation, invoice or receipt.

In these Terms and Conditions, “Riverbanks”, “the Clinic”, “we”, “us” and “our” mean whichever of RJ Medical Consultants Limited or RJM Aesthetics Ltd is supplying the relevant service.

RJ Medical Consultants Limited is the legal entity registered with the Care Quality Commission to provide the regulated activities covered by its registration. References to Riverbanks being CQC registered apply only to services supplied under that registered entity and within the scope of its registration.

These Terms and Conditions apply to appointments, consultations, treatments, procedures, packages, memberships, products, gift vouchers and other services supplied through Riverbanks Clinic.

2. Your contract with Riverbanks

A contract is formed when we accept your booking or purchase and provide confirmation.

These Terms and Conditions should be read alongside:

Your treatment consent form
Your treatment plan or quotation
Any package, membership or promotional terms provided to you
Our Privacy Policy
Our Complaints Policy
Your pre-treatment and aftercare instructions

Treatment-specific information may contain additional requirements. Where a treatment-specific written term conflicts with these general terms, the treatment-specific term will apply to that treatment, provided it is fair and lawful.

Nothing in these Terms and Conditions limits your statutory rights or Riverbanks’ legal and professional responsibilities.

3. Consultations and suitability for treatment

Most treatments require a consultation before treatment can proceed.

A consultation allows us to:

Discuss your concerns and expectations
Review your medical history, medication and previous treatments
Examine the treatment area where appropriate
Explain suitable treatment options
Discuss expected benefits, limitations, risks, recovery and alternatives
Decide whether treatment can be provided safely and appropriately

Attending or paying for a consultation does not guarantee that Riverbanks will offer or perform treatment.

We may decline, postpone or discontinue treatment where:

Treatment would be medically unsuitable or unsafe
Further information, investigation or medical clearance is required
You are unable to provide informed consent
Your expectations cannot reasonably be achieved
We believe treatment is unlikely to be in your best interests
A required test patch has not been completed
Your medical condition, medication, skin condition or circumstances have changed
Continuing the professional relationship would not be clinically appropriate or safe
There has been threatening, abusive, discriminatory or seriously inappropriate behaviour

Our decisions about suitability will be based on clinical judgement, patient safety and applicable professional standards. Treatment will not be refused unlawfully or on discriminatory grounds.

4. Your responsibility to provide accurate information

You must provide complete and accurate information about your:

Medical history
Allergies
Medication and supplements
Previous treatments and procedures
Pregnancy or breastfeeding status
Current illnesses or infections
Skin conditions
Relevant changes in your health
Previous complications or adverse reactions

You must inform us promptly if any information changes before or during a course of treatment.

Failure to disclose relevant information may make treatment unsafe, affect your results or increase the risk of complications. Riverbanks may postpone or cancel treatment where important information has not been disclosed.

This does not remove Riverbanks’ responsibility to provide treatment with reasonable care and skill.

5. Consent

You will be given appropriate information about the proposed treatment before being asked to consent.

Your treatment consent form is separate from these Terms and Conditions.

You may withdraw your consent at any time before treatment begins. You may also ask for treatment to stop after it has begun, although you may remain responsible for the reasonable cost of treatment or consumables already provided or used.

Consent to treatment does not amount to consent for your identifiable photographs or information to be used for marketing.

6. Treatment results and expectations

Medicine and medical aesthetics are not exact sciences. Individual responses vary, and Riverbanks cannot guarantee a particular cosmetic or clinical result.

Results may be influenced by factors including:

Age and genetics
Skin type and condition
The severity of the concern
Previous treatments
Lifestyle and sun exposure
Smoking and alcohol consumption
Medication and medical conditions
Adherence to pre-treatment and aftercare instructions
Natural ageing
The number and timing of treatments completed

Some concerns require more than one treatment or a combination of treatments. Maintenance treatment may also be required.

Before treatment, we will explain what we consider to be a realistic outcome. Photographs, examples and testimonials illustrate possible outcomes but do not promise that you will achieve the same result.

A result that differs from your personal preference does not necessarily mean that the treatment was performed incorrectly.

Nothing in this section affects your rights where a service has not been provided with reasonable care and skill.

7. Patients under 18 and patients who may lack capacity

Riverbanks does not provide cosmetic botulinum toxin or cosmetic filler treatment to anyone under 18, except where treatment is permitted by law for a medically approved purpose.

Other treatments for patients under 18 will only be considered where they are lawful, clinically appropriate and in the patient’s best interests. Appropriate parental responsibility and consent will be required.

Where there are concerns about a patient’s ability to understand, retain or weigh the relevant information, treatment may be postponed while capacity and consent are properly assessed.

8. Prices, quotations and payment

Current guide prices are published on our website or are available from reception.

A personalised quotation may be provided following consultation. Unless otherwise stated, quotations are valid for 30 days.

Prices may change from time to time. A price change will not affect a treatment or package that has already been paid for in full, unless the treatment plan is subsequently changed with your agreement.

Payment is normally required:

At the time of booking for consultations or deposits
On or before the day of treatment
Before the first treatment for prepaid packages or courses
In accordance with any written payment plan agreed with Riverbanks

We accept the payment methods confirmed by the Clinic at the time of purchase.

You must not make a payment using a card or account without the account holder’s permission.

9. Consultation and test patch fees

A consultation fee pays for the clinician’s time, assessment and professional advice. It is not a payment for a guaranteed treatment outcome.

Once a consultation has taken place, the consultation fee is not refundable merely because:

You decide not to proceed
No treatment is recommended
You are found to be unsuitable for treatment
You choose to seek treatment elsewhere

Where a test patch is required, the test patch fee covers the assessment, administration and recording of the test patch. Once the test patch has been performed, that fee is not refundable.

A new test patch may be required following a change in medication, medical condition, treatment area, equipment, laser wavelength, treatment settings, recent tanning or significant sun exposure. A new test patch may also be required where a significant period has passed since your previous assessment.

10. Appointment deposits

We may require a deposit or advance payment to reserve an appointment.

The amount will be explained before you confirm the booking. The deposit will normally be deducted from the final treatment charge.

A deposit reserves clinical time and may also cover preparations made specifically for your appointment.

Deposits are subject to the cancellation terms below. They are not automatically forfeited in every circumstance.

11. Cancelling or rescheduling an appointment

You must provide at least 48 hours’ notice if you need to cancel or reschedule an appointment.

Notice should be provided by:

Calling 01582 762877 during clinic opening hours
Emailing reception@riverbanksclinic.co.uk
Using the Riverbanks booking application or booking system, where available

A cancellation is effective when it is received by Riverbanks.

More than 48 hours’ notice

Where more than 48 hours’ notice is provided, you may normally:

Transfer your payment or deposit to another appointment
Retain it as clinic credit
Request repayment of an unused appointment deposit

Between 24 and 48 hours’ notice

Where an appointment is cancelled or moved with between 24 and 48 hours’ notice, Riverbanks may retain or charge up to 50% of the reserved appointment value.

Any charge will be limited to a reasonable estimate of the loss caused by the late cancellation, taking into account whether the appointment was refilled and any costs that were avoided.

Less than 24 hours’ notice or non-attendance

Where less than 24 hours’ notice is given, or you do not attend, Riverbanks may retain or charge up to the full value of the reserved appointment.

The amount charged will not exceed the reasonable loss caused by the cancellation or non-attendance.

Where the appointment formed part of a prepaid package, an equivalent amount may be deducted from the package balance or the relevant session may be treated as used, subject to the same requirement that the deduction reflects Riverbanks’ reasonable loss.

Exceptional circumstances

We recognise that genuine emergencies and unexpected illness occur.

Riverbanks may waive or reduce a late cancellation charge where there are exceptional circumstances. We may ask for reasonable supporting information, particularly where late cancellations occur repeatedly.

12. Late arrival

Please arrive at the time requested in your confirmation.

If you arrive late, we may:

Provide a shortened treatment where this can be done safely
Adapt the treatment
Reschedule the appointment
Cancel the appointment if there is insufficient time to treat you safely

We will not rush a consultation or treatment where doing so could compromise safety or standards of care.

Where an appointment cannot proceed because of a significant late arrival, the late cancellation provisions may apply.

13. Repeated cancellations or non-attendance

Patients who cancel late or fail to attend on two or more occasions within six months may be asked to:

Pay in full when booking
Book only certain appointment times
Provide a larger deposit
Agree to specific booking conditions
Refrain from booking further appointments for a reasonable period

Any restriction will be proportionate to the circumstances.

14. Cancellation or changes by Riverbanks

Occasionally, Riverbanks may need to change or cancel an appointment because of:

Practitioner illness or unavailability
Equipment failure
Safety concerns
Supply problems
Severe weather
Utility or building problems
Events outside our reasonable control

Where Riverbanks cancels an appointment, you may choose between:

Rescheduling the affected appointment
Receiving clinic credit for the affected amount
Receiving a refund of the amount paid for the affected appointment

We may offer a suitably qualified alternative practitioner. Where the identity or professional role of the practitioner was a material part of your booking, you may decline the substitution and reschedule or request a refund for the affected appointment.

Riverbanks is not responsible for reasonably unforeseeable losses such as travel, accommodation, childcare or loss of earnings resulting from an appointment change. This does not affect any rights that cannot lawfully be excluded.

15. Treatment packages and courses

Packages and courses may be offered at a reduced price on the understanding that the agreed course will be completed.

The package price, included treatments and recommended completion period will be explained at the time of purchase.

Unless otherwise stated, courses should normally be started and completed within 12 months of purchase. We will consider a reasonable extension where treatment has been delayed by:

Pregnancy
Illness or medical treatment
A contraindication identified by Riverbanks
Practitioner or equipment unavailability
Other significant circumstances outside the patient’s control

Packages are intended for the named patient and cannot normally be transferred to another person without written agreement from Riverbanks.

Cancelling before treatment begins

Where no treatment or service from the package has been provided, Riverbanks will consider a cancellation request in accordance with applicable consumer law and the circumstances of the purchase.

Any amount retained by Riverbanks will be limited to reasonable costs or losses directly resulting from the cancellation. You may choose to accept clinic credit instead of a refund, but Riverbanks will not require you to accept credit where you are legally entitled to repayment.

Cancelling after treatment has begun

If you choose to end a discounted package after receiving one or more treatments:

Treatments already provided may be recalculated at the standard individual price that applied when the package was purchased.
Any non-recoverable treatment-specific costs already committed may be deducted.
Any remaining balance will be refunded or, if you prefer, retained as clinic credit.

Riverbanks will not retain more than its reasonable loss arising from the cancellation.

Recalculating completed treatments will not result in an additional payment being demanded solely because you ended the package, unless an additional charge was separately and clearly agreed.

Becoming medically unsuitable

If Riverbanks determines that it is no longer clinically appropriate to continue a package, we will discuss suitable alternatives.

Where there is no suitable alternative, the unused balance will normally be refunded. Reasonable deductions may be made for treatment already supplied and unavoidable costs already incurred.

Courses purchased under a promotion

The same principles apply to promotional and discounted courses. A promotional purchase is not automatically non-refundable in every circumstance.

16. Remote purchases and cancellation rights

Some healthcare contracts are excluded from the statutory cancellation regime that applies to other online or telephone purchases. Different rules may also apply depending on the service or product purchased.

Where you have a statutory right to cancel a remote or off-premises contract, Riverbanks will honour that right.

In addition, unless otherwise stated, Riverbanks offers a 14-day cancellation period for a completely unused treatment package purchased online or by telephone.

This additional cancellation period will not apply in full where:

You asked for a consultation or treatment to begin within the 14-day period
A consultation or treatment has already been provided
Bespoke or personalised goods have been ordered
Prescription items have been supplied
Sealed hygiene-sensitive goods have been opened

Where a service has begun at your request, Riverbanks may deduct a proportionate amount for the service already provided.

Appointment deposits remain subject to the appointment cancellation provisions in these terms.

17. Refunds

Refunds will normally be made to the original payment method.

Card payments cannot normally be refunded in cash or to a different card.

Approved refunds will usually be processed within 10 working days. Your bank or card provider may take additional time to display the transaction.

A refund is not automatically due solely because:

You have changed your mind after treatment
You expected a greater improvement
Results have taken longer than expected
Your biological response differs from another patient’s
Further treatment or maintenance was recommended during the consultation
A known and properly explained side effect has occurred

However, Riverbanks will investigate concerns fairly. Nothing in these terms affects your statutory remedies where treatment or products have not met the standards required by law.

Clinic credit will be issued instead of a refund only where you choose credit, where it has been clearly agreed, or where you are not otherwise entitled to repayment.

The validity period of clinic credit will be stated when it is issued and will normally be at least 12 months.

18. Review appointments, adjustments and further treatment

Some treatments include a review appointment within a specified period. Where a review is included, the timing will be explained in your treatment information.

Failure to attend within the recommended review period may mean that further assessment or treatment is chargeable.

Additional treatment, adjustments or maintenance are not automatically included in the original fee unless this was confirmed in writing.

Where you report a possible complication arising from treatment performed at Riverbanks, we will arrange an appropriate initial clinical assessment. There will normally be no charge for the initial assessment of a suspected treatment-related complication.

Treatment for an unrelated condition, additional elective treatment or treatment made necessary by failure to follow aftercare may be chargeable.

19. Aftercare

You must follow the pre-treatment and aftercare instructions provided by Riverbanks.

Aftercare may be supplied verbally, in writing, by email or through our patient information and video resources.

Please check your email spam or junk folder after treatment.

Failure to follow aftercare may:

Increase the risk of side effects or complications
Delay healing
Reduce the effectiveness of treatment
Make further treatment unsafe
Affect whether additional corrective treatment can reasonably be offered without charge

If you are unsure about your recovery, contact Riverbanks rather than relying only on general information found online.

20. Complications and urgent concerns

Known risks and possible complications will be explained as part of the consent process.

You should contact Riverbanks promptly if you experience:

Unexpected or worsening pain
Increasing redness, heat or swelling
Changes in skin colour
Blistering
Visual symptoms
Signs of infection
Breathing difficulties
Any symptom identified in your aftercare as requiring urgent advice

Outside clinic hours, seek help through NHS 111, your GP, an urgent treatment centre or an emergency department as appropriate.

For a life-threatening emergency, call 999.

Delaying medical assessment may make a complication more difficult to treat.

21. Products

Products purchased directly from Riverbanks may be returned within 14 days where they are unopened, unused, undamaged and in their original sealed packaging.

For hygiene and safety reasons, we may be unable to accept the return of:

Opened skincare or cosmetic products
Products with broken seals
Prescription products
Bespoke or personalised products
Products that cannot safely be resold

This does not affect your rights if a product is faulty, damaged, unsafe, incorrectly supplied or not as described.

Products purchased through a separate online shop may also be subject to the terms displayed by that shop at the time of purchase.

22. Gift vouchers and promotional credit

Gift vouchers are subject to the expiry date and conditions stated when purchased. Unless otherwise stated, purchased gift vouchers are valid for 12 months.

Promotional vouchers, complimentary credits and competition prizes may have a shorter validity period, which will be clearly stated.

Gift vouchers:

Cannot normally be exchanged for cash
Cannot be used after their stated expiry date unless Riverbanks agrees an extension
Must not be resold commercially
May be used only for treatments for which the recipient is clinically suitable

Where a patient is unsuitable for the intended treatment, the voucher may usually be used towards another suitable treatment.

Any statutory cancellation or refund rights remain unaffected.

23. Memberships and payment plans

Memberships, subscriptions and payment plans may have additional written terms covering:

Minimum duration
Included treatments
Monthly payments
Cancellation
Missed payments
Treatment eligibility
Expiry or rollover of benefits

These additional terms will be provided before you join.

Riverbanks will not make recurring charges without the authority required to do so.

Where there is a conflict between these general terms and clearly disclosed membership-specific terms, the membership-specific terms will apply to the membership.

24. Clinical photographs

Clinical photographs may be required to:

Document your condition before and after treatment
Plan treatment
Monitor progress
Assess a concern or complication
Support clinical governance, audit or professional advice

Clinical photographs form part of your confidential medical record and will be handled in accordance with our Privacy Policy.

Identifiable photographs, videos, testimonials or case studies will not be used for advertising, social media, teaching outside the direct care team or other promotional purposes without separate permission.

You may withdraw permission for future promotional use. Withdrawal will not always allow us to recall material that has already been lawfully printed or published, although we will take reasonable steps where possible.

25. Confidentiality and personal information

Riverbanks processes personal information, including health information, in accordance with data protection law and professional confidentiality requirements.

Information about how we collect, use, retain and share your information is contained in our Privacy Policy.

We may share relevant information where necessary for:

Your direct care
Referrals, prescriptions, tests or laboratory services
Obtaining appropriate professional advice
Safeguarding
Reporting serious incidents
Legal or regulatory compliance
Responding to a complaint, claim or investigation

We will only share information where there is an appropriate lawful basis.

26. Complaints and concerns

Riverbanks welcomes feedback and takes concerns seriously.

You may raise a complaint verbally or in writing with any member of the team. Written complaints can be sent to:

The Complaints Manager
Riverbanks Clinic
Lower Harpenden Road
East Hyde
Bedfordshire
LU2 9QS

Email: reception@riverbanksclinic.co.uk

You should raise a concern as soon as reasonably possible, particularly where it relates to an ongoing clinical issue. However, a complaint will not automatically be rejected merely because it was not submitted within 14 days.

We will normally:

Acknowledge a written complaint within five working days
Review the relevant records and speak with the people involved
Provide a written response within 21 working days where reasonably possible
Explain any delay and provide updates where a longer investigation is required
Record the complaint, outcome and any learning or action taken

Making a complaint will not adversely affect your care or how you are treated by the Clinic.

Our full Complaints Policy explains available escalation and independent review options.

The Care Quality Commission welcomes information about regulated services but does not normally resolve individual complaints on a patient’s behalf.

Concerns about the professional fitness to practise of an individual clinician may be raised with the relevant professional regulator. Data protection complaints may be raised with the Information Commissioner’s Office.

27. Respectful behaviour and safety

Riverbanks is committed to maintaining a safe and respectful environment for patients, visitors and staff.

We will not tolerate:

Violence or threats of violence
Abusive, intimidating or aggressive conduct
Harassment or stalking
Discriminatory language or behaviour
Sexual harassment or inappropriate sexual conduct
Deliberate damage to property
Recording staff or other patients without appropriate permission
Repeated communications intended to intimidate, threaten or harass
Conduct that creates a genuine risk to patient or staff safety

Depending on the seriousness of the behaviour, Riverbanks may issue a warning, restrict methods of communication, ask a person to leave, decline future non-urgent treatment or contact the police.

Where an existing patient has an ongoing clinical need, we will consider what reasonable arrangements are required to avoid an unsafe interruption of care.

This policy does not prevent anyone from:

Making a genuine complaint
Requesting an explanation
Disagreeing with Riverbanks
Obtaining legal or professional advice
Posting an honest review
Raising concerns with a regulator

We may take appropriate action in response to unlawful harassment, threats, knowingly false allegations or defamatory statements, but we will not seek to suppress legitimate criticism.

28. Ending the professional relationship

You may decide not to receive further treatment from Riverbanks at any time.

Riverbanks may also end the professional relationship where there is a reasonable and lawful basis, including:

A breakdown in trust
Persistent failure to follow essential safety advice
Repeated non-payment
Repeated non-attendance
Abuse, threats or harassment
Treatment no longer being clinically appropriate
Expectations that cannot safely or ethically be met

Where clinically necessary, we will explain any immediate aftercare needs and provide reasonable information to support continuity of care.

Any unused payments will be dealt with under the refund and package provisions of these terms.

29. Liability and statutory rights

Riverbanks is responsible for providing services with reasonable care and skill.

Nothing in these Terms and Conditions excludes or limits liability for:

Death or personal injury caused by negligence
Fraud or fraudulent misrepresentation
Breach of statutory rights that cannot legally be excluded
Any other liability that cannot lawfully be restricted

Riverbanks is not responsible for an unsatisfactory outcome merely because the patient’s biological response, healing or personal preference differs from what was hoped for, provided the service was supplied with reasonable care and skill and the material limitations and risks were properly explained.

Riverbanks will not be responsible for losses that:

Were not caused by Riverbanks
Were not reasonably foreseeable when the contract was formed
Resulted from inaccurate or withheld medical information
Resulted from failure to follow material aftercare or safety instructions
Relate to business activity rather than private treatment

Each case will be assessed according to its individual facts. These provisions do not operate as a blanket exclusion of Riverbanks’ clinical responsibility.

30. Website information

Information on the Riverbanks website, social media channels, emails, videos and printed materials is provided for general education.

It is not a substitute for an individual medical consultation, diagnosis or treatment plan.

We take reasonable care to keep information accurate, but medical evidence, treatment availability, practitioners, prices and services may change.

31. Changes to these terms

Riverbanks may update these Terms and Conditions to reflect:

Changes in law or regulation
Changes in clinical practice
Changes in the services we provide
Operational or safety requirements

The terms in force when you make a booking or purchase will normally apply to that contract.

A later change will not be applied retrospectively where doing so would unfairly disadvantage you.

Material changes affecting an ongoing membership or payment plan will be communicated in accordance with the relevant membership terms.

32. Severability

If any part of these Terms and Conditions is found to be unlawful or unenforceable, the remaining provisions will continue to apply.

33. Rights of third parties

Unless expressly stated otherwise, a person who is not a party to the contract has no right to enforce these Terms and Conditions under the Contracts (Rights of Third Parties) Act 1999.

34. Governing law

These Terms and Conditions are governed by the law of England and Wales.

The courts of England and Wales will normally have jurisdiction. If you live elsewhere in the United Kingdom, you may also have the right to bring proceedings in the courts of the part of the United Kingdom in which you live.

35. Contacting Riverbanks

Questions about these Terms and Conditions should be sent to: