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On this page we have set out our Clinic Policies for public reference. In doing so we never wish to be officious in any way but feel it is important that we set these out clearly and make these readily accessible for clarity and fairness.

Please don’t hesitate to contact us should you require further clarification of any aspect of the policies detailed below.


i. For all new bookings a Booking Deposit is required in order to secure a diary slot. The Booking Deposit is paid using card details over the phone.

ii. Please note that if you are using a card which is not registered in your name we will need to speak directly with or receive confirmation from the registered cardholder in order to process the deposit.

iii. If you need to reschedule or cancel your booking please provide at least 48hrs notice or the Booking Deposit will be lost.


i. Please provide at least 48 hours’ notice if you need to cancel or reschedule your booked appointment. This helps us to manage our schedule and offer your slot to another waiting client.

ii. Equally, if we are ever in the position of needing to change your booking (for example due to our illness or delay), we promise to give you at least 48 hours’ notice of this wherever possible.


​i. Your time is important and so is ours. When you book an appointment with us, we commit to having enough time to devote to your care and attention.

ii. We promise to honour our appointments and make every effort to run our busy clinical days to time so that you will not be kept waiting. If we are ever running late we will make every effort to communicate this to you in advance.

iii. For your first visit it is always a good idea to arrive 5-10 minutes early if possible to allow time to complete treatment forms and so that we can maximise consultation discussion/treatment time with you.

iv. We reserve the right to request a Booking Deposit from existing clients at busy times of the year and for those who have arrived late or failed to show for appointments previously. This will work in the same way as detailed in the Booking Deposit Policy above.

v. Should you fail to arrive for your appointment, or arrive late so that you miss your allocated diary slot and we have insufficient time remaining to dedicate to you, then the appointment will need to be rescheduled. In either situation that appointment will be treated as a ‘No-Show’ and any booking deposit taken for the missed appointment will be lost.


Purpose of Follow-Up and Cost Involved:

i. We are not obliged to provide a Follow-Up (review) appointment following a toxin procedure but believe it to be best practice, and we therefore offer a Follow-Up appointment as a matter of course.

​ii. When you visit us for a toxin procedure we are writing an individual prescription for your face so we want to see you to help ensure that we have your prescription right.

iii. When you have your first toxin procedure with us, we make every effort to diary a Follow-Up at the time.

iv. Many patients have been loyally attending our clinics for years, and some seek us out when moving back into the locality because they say the Follow-Up is particularly appreciated. It is not necessarily free from cost. You will be advised where there is an additional cost so fairness ensues for both parties.

Timeframe for Follow-Up:

i. The window for Follow-Up for toxin is c. 2 – 3 weeks post-procedure i.e. once the toxin has optimal effect.

ii. After many visits some patients do not want a Follow-Up scheduled but contact us if they feel it is needed. That is fine too and works well, provided it is in the 2 – 3 weeks window.

iii. If, after your first visit to us for a toxin procedure, more toxin is required (i.e. at your first Follow-Up appointment) then this may be included in the price that you paid for the original procedure.

iv. Please note that subsequent Follow-Up appointments are not offered. This means that, if, after attending a Follow-Up, you believe that you require more toxin; that must then be prescribed for the next procedure, not for a subsequent Follow-Up

v. Please note that we cannot offer Follow-Up past the 3 week point as we do not want to run any risk of a patient building up a resistance to the toxin treatment beyond the window for re-treatment.

vi. Equally we may not be able to offer an earlier Follow-Up before 2 – 3 weeks since it simply may not be an appropriate time to review.


i. The £70 Consultation Fee is non-refundable on Consultation Appointments that have been taken.

ii. The Consultation Fee is redeemable off Treatment booked at your Consultation Appointment. Time restriction applies.

iii. Consultation Fee redemption – Must be used within 3 months, i.e. 90 days from date of Consultation – this cannot be extended under any circumstances.


​​i. Gift Vouchers can be bought for a specified monetary value or for a specific treatment, and can be exchanged for treatments we offer (providing they are prescribed as suitable for the recipient). Gift Vouchers cannot be exchanged for cash.

ii. Gift Vouchers are made out to a specific recipient and cannot be transferred to any other person.

iii. All Gift Vouchers have a 6 month expiration date from the date issued. This is communicated verbally and/or in writing at the time of purchase and the expiration date will be clearly stated on the voucher and recorded in our system.

iv. Gift Vouchers cannot be extended in any circumstances – this applies universally to ensure complete fairness. The 6 month expiry window allows considerable time in which to redeem a voucher.

v. We would encourage recipients to make use of the voucher early on in the expiration window where possible to ensure diary availability at both ends so they can make full use of their voucher.

vi. Paying with a voucher: please let us know if you intend to pay using a voucher at the point of booking, when we will take down the voucher number to check records, and please bring it along with you to your appointment.

vii. Lost Vouchers: Losing a voucher will not pose a problem but we may need to check some details with you and possibly the purchaser. If a voucher is subsequently found but the details have already been used with us then it cannot be redeemed again.

viii. Should a Gift Voucher need to be refunded for any reason, a refund can only be given to the original purchaser of the voucher, not to the recipient.


​i. Consultation appointments that have been taken are always non-refundable.

ii. We do not and cannot guarantee the results or outcomes of any treatment.

iii. Should a refund of any kind need to be processed, the same debit/credit card used for the original transaction must be used (this is to guard against fraudulent activity).


i. If you feel that any issue has arisen with a product/products you have purchased, please contact us straight away in the first instance

ii. Where you have purchased products without seeing them (be it in person, over the phone, via email or text message) you are entitled to a 14 day ‘cooling off period’ from the date you collect or receive the item in case you change your mind. Please contact us within that time as this cannot be extended.

iii. Where you are returning an item, we will need to receive it within 14 days of you notifying us that it is being returned. A refund cannot be processed until we have the item.

iv. We do not accept returns for non-faulty goods (the exception being during the ‘cooling off’ period detailed above)

v. We cannot accept returns or offer refunds for prescription only items.

vi. If a prescription item is found to be faulty we can replace it with the same product – we will need to receive the original item back to us within 14 days before and will need to agree that it is in fact faulty before a new product can be exchanged.


​i. We strive to achieve the highest standards and best results for our clients at all times. We welcome, and learn from, all feedback and comments from clients whether positive or negative.

ii. If you wish to discuss any aspect, or are at all dissatisfied with, any aspect of your treatment or experience with us, please call us and speak with the Clinic Manager as soon as you feel an issue has arisen, in the first instance.

iii. Should we need to check any facts or consider options we will let you know this and we will endeavour to get back to you within 14 days. If we cannot get back to you within that timeframe for some reason, we will let you know a clear time/date by which you can expect to have a response from us.

iv. Please be aware that we may need to see you in person to assess and discuss with you to resolve any issue so please be prepared to make time for this. ​

Rosie Cooper

Site Disclaimer: there is no guarantee of specific treatment results. Results can be subjective and may vary.

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