Clinic Terms & Conditions
Last updated: 1st September 2025
These Terms & Conditions apply to all patients and service users of The Bespoke Clinic (Brandling Health Ltd). By booking an appointment, attending the clinic, or purchasing a service or product, you agree to be bound by these Terms & Conditions. These terms sit alongside our Website Terms & Conditions and Privacy Policy.
Provider Information
The Bespoke Clinic is operated by Brandling Health Ltd and is regulated by the Care Quality Commission (CQC).
Registered address: 51 Osborne Road, Newcastle upon Tyne, NE2 2AH
Email: hello@thebespokeclinic.uk
Website: https://thebespokeclinic.uk
Age Restrictions
Medical and functional medicine consultations are available to patients aged 16 years and over. Patients aged 16–17 must be able to demonstrate capacity to consent, and a parent or guardian may be involved where appropriate.
Aesthetic treatments are strictly available to patients aged 18 years and over. Proof of age may be requested.
The clinic reserves the right to decline treatment if valid consent cannot be established.
Appointments, Deposits and Cancellations
A deposit may be required to secure an appointment. Deposits are non-refundable but may be transferred to a future appointment at the clinic’s discretion.
We require a minimum of 48 hours’ notice to cancel or amend an appointment, regardless of whether the booking was made online, by telephone, email or in person.
Late cancellations or non-attendance may be charged up to the full cost of the appointment.
Repeated late cancellations or missed appointments may result in refusal of future bookings.
In exceptional circumstances, such as sudden illness or medical emergency, discretion may be applied.
Packages, Courses and Pre-Paid Treatments
Pre-paid packages must be completed within the stated validity period. For BTL device treatments (including Emsella, Ultra Femme 360 and Emface), this is six weeks. For Dermapen treatments, this is three months.
Extensions may be granted at the clinic’s discretion.
Packages are non-refundable once booked. Remaining credit may be transferred to other services offered by the clinic at our discretion.
Treatment outcomes vary between individuals and results cannot be guaranteed.
If a patient is unable to complete a course due to legitimate medical reasons such as pregnancy or a newly identified contraindication, remaining credit may be applied to alternative services at the clinic’s discretion.
Packages are not transferable to another person without written consent from the clinic.
Products
Products purchased in clinic, including supplements, medical-grade skincare and collagen products, are non-refundable unless faulty, damaged or incorrectly supplied.
For hygiene and safety reasons, opened or used products cannot be returned.
Faulty or damaged products must be reported within 14 days of purchase.
Patients are responsible for following storage instructions and checking expiry dates.
Individual responses to products vary and no specific outcomes can be guaranteed.
Financial Transparency
The clinic may receive commission or margin on some products and third-party investigations, including laboratory tests and functional medicine testing.
In some cases, discounts are passed on to patients through partner platforms, though this is not always the case.
All recommendations are made on clinical grounds and in the patient’s best interests. Patients are free to source products or investigations elsewhere if they wish.
Privacy and Data Protection
The Bespoke Clinic is registered with the Information Commissioner’s Office and complies with UK GDPR and the Data Protection Act 2018.
Personal and medical information is kept confidential and used only for the purposes of providing care, treatment, and clinic administration.
Relevant information may be shared with trusted third parties such as laboratories, pharmacies or booking systems where necessary for care.
Full details are available in our Privacy Policy at https://thebespokeclinic.uk/privacy-policy.
Clinic Safety and Emergency Arrangements
The Bespoke Clinic complies with CQC standards and the Health and Social Care Act 2008.
The clinic is fully insured, including medical indemnity, public liability and employer’s liability insurance.
All staff are trained in basic life support, resuscitation, first aid and safeguarding.
Medical emergencies are managed in line with Resuscitation Council (UK) guidance.
Oxygen is not routinely stored on site in line with a formal risk assessment. Emergency services will be contacted if required.
Infection prevention and control procedures are strictly followed at all times.
Complaints
If you are dissatisfied with any aspect of your care or service, please raise this with us as soon as possible.
Complaints may be made verbally, in writing, by email or in person.
Complaints are acknowledged within three working days and we aim to provide a full response within ten to twenty working days, depending on complexity.
All complaints are logged and reviewed to support service improvement.
Our full Complaints Handling Code of Practice is available at https://thebespokeclinic.uk/complaints-handling-code-of-practice/.
If you remain dissatisfied after our internal process, you may escalate your complaint to ISCAS (Independent Sector Complaints Adjudication Service).
The Care Quality Commission can also be contacted at any time on 03000 616161.
Zero Tolerance and Behaviour
The clinic operates a zero-tolerance policy towards aggression, abuse or harassment of any kind.
Patients are expected to treat staff and other patients with courtesy and respect.
The clinic reserves the right to refuse treatment or terminate the patient–clinic relationship where behaviour is inappropriate, abusive, or persistently disruptive.
Liability and Disclaimer
All treatments are provided in line with professional and regulatory standards. Outcomes vary and results cannot be guaranteed.
The clinic is not liable for indirect or consequential losses arising from treatment or product use.
Nothing in these terms limits liability for death or personal injury caused by negligence or any liability that cannot be excluded by law.
If the clinic is required to cancel or reschedule an appointment due to unforeseen circumstances, an alternative appointment or refund will be offered. The clinic is not responsible for additional costs incurred.
Governing Law
These Terms & Conditions are governed by the laws of England and Wales, and any disputes shall be subject to the exclusive jurisdiction of the English courts.
