These are the Terms and Conditions on which we supply services to you. All orders are accepted by Trichology UK Limited subject to these Terms and Conditions. Please read these Terms carefully before you submit your order to us. These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information.
1. Information About Us and How to Contact Us
1.1 Who we are. Trichology UK Limited is a company registered in Scotland with Company Number SC606612 and having its registered office at 60 St. Enoch Square, Glasgow, United Kingdom, G1 4AG (“Trichology UK Limited”, “we”, “us” or “our”).
1.2 How to contact us. You can contact us by telephoning our customer service team at 0141 376 8083 or by writing to us at firstname.lastname@example.org.
1.3 How we may contact you. If we have to contact you, we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order.
1.4 "Writing" includes emails. When we use the words "writing" or "written" in these terms, this includes emails.
2. Our Contract with You
2.1 Setting up an account. By registering an account with us, whether through this website and/or any mobile and/or tablet made available from time to time, you are deemed to have accepted these terms in full, along with any other policies which are published and made available from time to time on our website.
2.2 How we will accept your order. When you select your appointment and make payment, this constitutes an offer to us. You are responsible for ensuring the details you provide are complete and accurate. Our acceptance of your order will take place once we send you an email confirmation, at which point a contract will come into existence between you and us. This email confirmation will be:
(a) details of your Zoom password for a video consultation,
(b) confirmation of the date and time of your appointment for a face to face appointment, or
(c) confirmation of the date and time of your first appointment for a block of low-level laser therapy appointments.
2.3 If we cannot accept your order. If we are unable to accept your order, we will inform you of this and will not charge you for the services. We will refund any sums you have paid in advance for the services.
2.4 Your order number. We will assign an order number to your order and tell you what it is when we accept your order and send you an email confirmation. It will help us if you can tell us the order number whenever you contact us about your order.
2.5 We provide services for children under the age of 18, only if they are accompanied by a parent or guardian (whether for a video consultation or a face to face appointment or a low-level laser therapy appointment).
3. Our Services
3.1 We facilitate:
(a) private consultation delivered by video, audio or face to face consultations between you and a specialist trichologist, nutritionist or haematologist (a “Practitioner”) either through our website or through the Practitioner’s clinic for you to receive professional advice in relation to hair loss treatment; and
(b) low level laser therapy treatment through a Practitioner’s clinic.
3.2 We own and operate https://www.trichologyscotland.co.uk/.
3.3 It is your sole responsibility to assess whether our services are suitable and/or sufficient for your needs.
3.4 Although we make reasonable efforts, the security of any consultation cannot be guaranteed and, whilst Trichology UK Limited will make reasonable efforts to provide the Customer with a Consultation within a reasonable time frame, there is no guarantee that a Consultation will be provided within a specific time frame and any Consultation is subject to the availability of Practitioners.
3.5 Any information provided by Trichology UK Limited (whether displayed on the website or otherwise) is informative only and does not constitute a medical diagnosis. We are not responsible for any errors or omissions in correspondence or published material. Our services are not a substitute for a doctor and should not be used in a medical emergency. If you have any concerns, please contact a doctor without delay.
3.6 Although Trichology UK Limited arranges the appointments, we are not responsible for any advice provided by the Practitioner to you and we are not responsible for any information provided by the Practitioner (whether provided on their website or otherwise). The Practitioners are independent professionals and are individually responsible for any advice which they provide to you. The Practitioners are not employees of Trichology UK Limited and we do not warrant the content of any treatment delivered by a Practitioner to you and we are not liable for their actions or omissions.
4. Your Right to Make Changes
If you wish to make a change to the services you have requested, please contact us. We will let you know if the change is possible. If it is possible, we will let you know about any changes to the price of the services or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change. If we cannot make the change or the consequences of making the change are unacceptable to you, you may want to end the contract.
5. Providing the Services
5.1 If the products are one-off services (including video consultations and face to face appointments). We will begin the services on the appointment date arranged.
5.2 If the products are ongoing services (including a block of low-level laser therapy appointments). We will supply the services to you until the services are completed or you end the contract as described in clause 6 or we end the contract by written notice to you as described in clause 8.
5.3 We are not responsible for delays outside our control. If our supply of the services is delayed by an event outside our control, then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this, we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any services you have paid for but not received.
5.4 If you do not allow us to provide services. If you do not keep your appointment to allow us to perform the services as arranged, we will not refund any sums you have paid in advance for the services and you will be liable for the full cost of your appointment. If, despite our reasonable efforts, we are unable to contact you, we may end the contract and clause 8.2 will apply.
5.5 What will happen if you do not give required information to us. We may need certain information from you so that we can supply the services to you, for example, name, date of birth, contact details and any other relevant information for your consultation or appointment . If so, this will have been stated in the description of the services on our website. We will contact you to ask for this information. If you do not give us this information within a reasonable time of us asking for it, or if you give us incomplete or incorrect information, we may either end the contract (and clause 8.2 will apply) or make an additional charge of a reasonable sum to compensate us for any extra work that is required as a result. We will not be responsible for supplying the services late or not supplying any part of them if this is caused by you not giving us the information we need within a reasonable time of us asking for it.
5.6 Reasons we may suspend the supply of services to you. We may have to suspend the supply of services:
(a) to deal with technical problems or make minor technical changes;
(b) if the Practitioner is unavailable due to illness, accident or other circumstance; or
(c) to update the services to reflect changes in relevant laws and regulatory requirements.
5.7 Your rights if we suspend the supply of services. We will contact you as soon as possible to tell you we will cannot provide the services you have ordered, unless the problem is urgent or an emergency. If we have to suspend the services, we will seek to provide an alternative appointment insofar as possible. If we cannot agree an alternative appointment within 28 calendar days, you may contact us to end the contract for services and we will refund any sums you have paid in advance for any services which have not been del.
5.8 We may also suspend supply of services if you do not pay. If you do not pay us for the services when you are supposed to (see clause 10.3) and you still do not make payment within 7 calendar days of us reminding you that payment is due, we may suspend supply of the services until you have paid us the outstanding amounts. We will contact you to tell you we are suspending supply of the services.
6. Your rights to end the contract
6.1 You can always end your contract with us. Your rights when you end the contract will depend on whether there is anything wrong with the services, how we are performing and when you decide to end the contract:
(a) If what the services are misdescribed, you may have a legal right to get the service re-performed or to get some or all of your money back, see clause 9;
(b) If you want to end the contract because of something we have done or have told you we are going to do, see clause 6.2;
(c) If you have just changed your mind about the services, you may be able to get a refund if you are within the cooling-off period, but this may be subject to deductions, see clause 6.3;
(d) In all other cases (if we are not at fault and there is no right to change your mind), see clause 6.4.
6.2 Ending the contract because of something we have done or are going to do. If you are ending a contract for a reason set out at (a) to (e) below the contract will end immediately and we will refund you in full for any services which have not been provided and you may also be entitled to compensation. The reasons are:
(a) we have told you about an upcoming change to the services or these terms which you do not agree to;
(b) we have told you about an error in the price or description of the services and you do not wish to proceed;
(c) there is a risk that supply of the services may be significantly delayed because of events outside our control;
(d) we have suspended supply of the services for a period of more than 28 days; or
(e) you have a legal right to end the contract because of something we have done wrong.
6.3 How long do I have to change my mind? If you have selected a video consultation or face to face appointment, you can change your mind up to 48 hours before your appointment. If you have selected low level laser therapy treatment, you have seven days after the day we email you to confirm we accept your order. However, once we have completed the services you cannot change your mind, even if the period is still running. If you cancel after we have started the services, you must pay us for the services provided up until the time you tell us that you have changed your mind. You do not have a right to change your mind in respect of services, once these have been completed.
6.4 Ending the contract where we are not at fault and there is no right to change your mind. Even if we are not at fault and you do not have a right to change your mind (see clause 6.1), you can still end the contract before it is completed, but you may have to pay us compensation. A contract for services is completed when we have finished providing the services and you have paid for them. If you want to end a contract before it is completed where we are not at fault and you have not changed your mind, just contact us to let us know. The contract will end immediately, and we will refund any sums paid by you for products not provided but we may deduct from that refund reasonable compensation for the net costs we will incur as a result of your ending the contract.
7. How to end the contract with us (including if you have changed your mind)
7.1 Tell us you want to end the contract. To end the contract with us, please let us know by doing one of the following:
(a) Phone. Call customer services on 0141 376 8083.
(b) Email. Email us at email@example.com. Please provide your name, home address, details of the order and, where available, your phone number and email address.
7.2 How we will refund you. We will refund you the price you paid for the services by the method you used for payment. However, we may make deductions from the price, as described below.
7.3 Deductions from refunds if you are exercising your right to change your mind or if you have broken the contract. If you are exercising your right to change your mind, we may deduct from any refund reasonable compensation for the net costs we will incur as a result of your ending the contract or breaking the contract.
7.4 When your refund will be made. We will make any refunds due to you as soon as possible. Your refund will be made within 28 calendar days of your telling us you have changed your mind.
8. Our rights to end the contract
8.1 We may end the contract if you break it. We may end the contract for a product at any time by writing to you if:
(a) you do not make any payment to us when it is due, and you still do not make payment within 7 days of us reminding you that payment is due;
(b) you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the services (see clause 5.5);
(c) if you do not keep your appointment to allow us to perform the services as arranged;
(d) you act in an inappropriate manner towards any Practitioner or any employee, consultant, adviser and/or officer of Trichology UK Limited. Inappropriate behaviour may include but is not limited to threatening, abusive, offensive behaviour; foul language; and inappropriate use of our services within our reasonable opinion; or
(e) if you have not disclosed any relevant medical conditions or if there is a change in your medical circumstances which mean the services (including low level laser therapy) are no longer appropriate.
8.2 You must compensate us if you break the contract. If we end the contract in the situations set out in clause 8.1, we will refund any money you have paid in advance for services we have not provided but we may deduct reasonable compensation for the net costs we will incur as a result of your breaking the contract.
9. If there is a problem with the services
9.1 How to tell us about problems. If you have any questions or complaints about the services, please contact us. You can telephone our customer service team at 0141 376 8083 or by writing to us at firstname.lastname@example.org.
9.2 Summary of your legal rights. We are under a legal duty to supply services that are in conformity with this contract. See the box below for a summary of your key legal rights in relation to the product. Nothing in these terms will affect your legal rights.
Summary of your key legal rights
This is a summary of your key legal rights. These are subject to certain exceptions.
a) You can ask us to repeat or fix a service if it's not carried out with reasonable care and skill or get some money back if we can't fix it.
b) If you haven't agreed a price beforehand, what you're asked to pay must be reasonable.
c) If you haven't agreed a time beforehand, it must be carried out within a reasonable time.
10. Price and payment
10.1 Where to find the price for the services. The price of the services will be:-
(a) the price indicated on the website when you arrange your appointment (whether for video consultation or a face to face appointment); or
(b) the price on consultation (for low laser therapy).
We take all reasonable care to ensure that the price of the services advised to you is correct. However please see clause 10.2 for what happens if we discover an error in the price of the product you order.
10.2 What happens if we got the price wrong. It is always possible that, despite our best efforts, some of the services we offer may be incorrectly priced. If the correct price for the services at your order date is higher than the price stated to you, we will contact you before we accept your order. If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract and refund you any sums you have paid.
10.3 When you must pay and how you must pay. We accept payment with PayPal and credit and debit cards. We do not accept any payment for the services through medical insurers of any kind. You must make an advance payment of:-
(a) 100% of the price of the services for video consultations and low-level laser therapy, before we start providing the services; or
(b) a deposit of £30.00 for face to face appointments at the time of booking your appointment, with the balance to be settled immediately after the appointment.
11. Our responsibility for loss or damage suffered by you
11.1 We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process. We will not be liable for any loss or damage suffered by you or any third party in the event that any information you provide to us or a Practitioner is inaccurate, false or erroneous in any way.
11.2 We will take reasonable care. We will provide the services to you in accordance with these terms and with reasonable skill and care. However, we do not warrant that your use of our website and your video consultation will be uninterrupted or error-free We will not be liable for damage which was caused by you failing to have in place the minimum system requirements advised by us.
11.3 We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractor or for fraud or fraudulent misrepresentation.
11.4 We are not liable for business losses. We only supply the services for domestic and private use. If you use our services for any commercial or business purpose, we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
11.5 Our total responsibility you. Our total aggregate liability in contract, delict (including negligence or breach of statutory duty), misrepresentation, restitution or otherwise, arising in connection with the performance or contemplated performance of the contract between us shall be limited to the amount you have paid to us in the 12-month period prior to the date of the event giving rise to the relevant claim.
12. How We May Use Your Personal Information
12.1 How we may use your personal information. We will only use your personal information as set out in our privacy notice.
12.2 Accuracy of personal information. You will own all right, title and interest in and to your personal information and you have sole responsibility for the reliability, integrity, accuracy and quality of the information you provide to us.
13. Other Important Terms
13.1 We may transfer this agreement to someone else. We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.
13.2 You need our consent to transfer your rights to someone else. You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing.
13.3 Nobody else has any rights under this contract. This contract is between you and us. No other person shall have any rights to enforce any of its terms. Neither of us will need to get the agreement of any other person in order to end the contract or make any changes to these terms.
13.4 We may amend the terms of this contract at any time. We do not need to give you notice of any changes.
13.5 This contract constitutes the entire agreement between us. These terms constitute the entire agreement between you and us extinguishes any previous agreements, assurances, warranties, representations and understandings between us, except as provided by law. When entering into the contract, you should not rely on any statement or representation which is not included in these terms. The rights and remedies provided under these terms are in addition to, and not exclusive of, any rights or remedies provided by law.
13.6 If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
13.7 Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you, but we continue to provide the services, we can still require you to make the payment at a later date.
13.8 Which laws apply to this contract and where you may bring legal proceedings. These terms are governed by Scots Law and you can bring legal proceedings in respect of the products in the Scottish courts. If you live in England, you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland, you can bring legal proceedings in respect of the products in either the Scottish or Northern Irish courts.