TERMS & CONDITIONS

Terms and Conditions

Natural Aesthetics and Skin Spot

1. Who we are and what these terms cover

These terms and conditions govern the relationship between you and us when you use either of our websites, book or receive a treatment at any of our clinics, or purchase products from us, whether online or in clinic. By using our websites, making a booking, or buying from us, you agree to be bound by them.

We are Natural Aesthetics Inc, registration number 2015/036144/21, trading as Natural Aesthetics and as Skin Spot.

Natural Aesthetics operates our aesthetic medicine clinics in Green Point, Somerset West and Tyger Valley, and the website naturalaesthetics.co.za. Skin Spot is our online skincare store, operating the website skinspot.co.za. References in these terms to “we”, “us” and “our” mean Natural Aesthetics Inc, and references to “our websites” mean both naturalaesthetics.co.za and skinspot.co.za.

Our registered office is 173 Main Road, Green Point, Cape Town, 8051, South Africa.

You are a visitor to either of our websites, a patient of any of our clinics, or a purchaser of our products.

No person under the age of 18 may purchase products or receive treatment from us without the written consent of a parent or legal guardian.

Nothing in these terms limits any right you have under the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002, or the Protection of Personal Information Act 4 of 2013. Where any clause conflicts with those Acts, the Act applies.

Supplier information required by section 43 of the Electronic Communications and Transactions Act:

• Full name and legal status: Natural Aesthetics Inc, a personal liability company registered in South Africa on 5 February 2015.
• Registration number: 2015/036144/21.
• VAT registration number: 4090284086.
• Physical address and address for receipt of legal service: 173 Main Road, Green Point, Cape Town, 8051.
• Directors: Dr W Merchant and WH Lambrecht.
• Main business: medical practice (aesthetic medicine) and the retail sale of skincare products.
• Websites: naturalaesthetics.co.za and skinspot.co.za.
• Telephone: +27 21 433 0967. WhatsApp: +27 69 910 0540. Email: [email protected] (Natural Aesthetics) and [email protected] (Skin Spot).
• We do not currently subscribe to any alternative dispute resolution code or mechanism.

2. Definitions

In these terms:

• “Clinic” means any of our Natural Aesthetics clinics.
• “Treatment” means any consultation, procedure or service provided at a Clinic.
• “Practitioner” means the doctor, therapist or other clinical staff member providing your Treatment.
• “Product” means any product we sell, whether in a Clinic or through skinspot.co.za.
• “Consent form” means any written consent, medical history, aftercare instruction or treatment plan you sign or acknowledge before or after a Treatment. Every consent form you sign forms part of these terms.
• “Package” or “Course” means a series of Treatments purchased together at a package price.
• “Business day” means Monday to Friday, excluding South African public holidays.
• “Content” means all text, images, video, logos and other material on our websites.

Words defined in the Consumer Protection Act, the Electronic Communications and Transactions Act and the Protection of Personal Information Act have the same meaning in these terms.

3. Bookings, deposits, cancellations and no-shows

Applies to: Natural Aesthetics

3.1A booking is confirmed only once we have sent you written confirmation and, where a deposit is required, the deposit has been received.

3.2Booking deposits. A R500 booking deposit is required to secure an appointment in any of the following circumstances:

• You have a history of multiple cancellations or frequent rescheduling.
• You have previously cancelled an appointment on the day of the appointment, the day before the appointment, or over the weekend for a Monday appointment.
• You have previously failed to attend a scheduled appointment.
• You have booked two or more treatments on the same day.
• You have booked a Saturday appointment with a skincare therapist.
• You have booked a treatment that exceeds 60 minutes in duration.

3.3Higher deposits for specific treatments. Because product is ordered and prepared specifically for you, and because of the time reserved, the following deposits apply regardless of the circumstances in clause 3.2: R2,000 for Sculptra, Plexr and PRP hair regeneration appointments, and R10,000 for penile and labial filler appointments.

3.4A R500 deposit must be paid on the same day that the appointment is booked or that you confirm a time slot offered by our team. A deposit under clause 3.3 must be paid within 24 hours of booking. Until the deposit is received the appointment is provisionally reserved only. If the deposit is not received in time and our team cannot reach you after reasonable attempts, the appointment may be cancelled and the time offered to another patient.

3.5Deposits are paid through PayFast, a secure third-party payment gateway, using the payment link we send you. PayFast accepts Visa and Mastercard debit and credit cards, Instant EFT, Apple Pay, Samsung Pay, SnapScan, Zapper, Capitec Pay and other methods shown at checkout.

3.6Cancellation and rescheduling. To cancel or reschedule without charge:

• For an appointment on a Tuesday, Wednesday, Thursday, Friday or Saturday, you must notify us no later than two days before the appointment. A cancellation made on the day before, or on the day of, the appointment is a late cancellation.
• For an appointment on a Monday, you must notify us by close of business on the preceding Friday. A cancellation made over the weekend, or on the Monday, is a late cancellation.

3.7A late cancellation, or failure to attend an appointment, will result in a cancellation fee of R500, or the forfeiture of the deposit paid where a deposit was paid under clause 3.2 or 3.3. This is a reasonable cancellation charge as permitted by section 17 of the Consumer Protection Act, reflecting the time reserved for you and, for clause 3.3 treatments, the product ordered and prepared for your appointment.

3.8Arrival times. New patients are asked to arrive 10 minutes before their appointment time, and returning patients 5 minutes before. Consent forms are sent to you before your appointment and must be completed in advance.

3.9Unreasonable lateness. You will be treated as unreasonably late if you arrive more than 5 minutes late for an appointment of 30 to 45 minutes, more than 10 minutes late for an appointment of more than 45 minutes, or late with your consent forms not completed. If you are unreasonably late we may not be able to perform your treatment safely in the remaining time, in which case the appointment is forfeited and clause 3.7 applies.

3.10How deposits are applied:

• If you attend your appointment on time and have not breached any part of this clause, your deposit is deducted from the cost of your consultation or treatment on the day.
• If you cancel or reschedule within the permitted period, your deposit is held on your account for a future appointment or refunded in full on request.
• If we cancel your appointment for any reason, including where the Practitioner or equipment is unavailable or where the Practitioner considers on the day that the treatment is not appropriate for you, your deposit is held on your account or refunded in full at your choice.
• If you cancel late, fail to attend or are unreasonably late, your deposit is forfeited and applied in place of the missed appointment.

3.11Certain treatments, including first-time Sculptra treatments, require a consultation before the treatment can be booked. We will tell you at the time of booking.

4. Consultations, consent and treatments

Applies to: Natural Aesthetics

4.1All medical aesthetic Treatments, including injectables and prescription-based treatments, are performed by our registered medical doctors. Skin and therapist Treatments are performed by our qualified aesthetic therapists. Our Medical Director, Dr Wade Merchant, is responsible for our clinical protocols and standards.

4.2Before any Treatment you must provide a complete and accurate medical history, including all medications, supplements, allergies, previous procedures, pregnancy or breastfeeding, and any condition that may affect your Treatment. We rely on this information. You are responsible for any consequence of information that is incomplete or inaccurate.

4.3Before any Treatment you will be asked to sign a consent form. The consent form explains the Treatment, its expected benefits, its risks and side effects, alternatives, and the aftercare required. By signing it you confirm that you have read and understood it and that your questions have been answered. Every consent form you sign forms part of these terms.

4.4Treatment recommendations are made by the treating Practitioner in their professional judgement. A Practitioner may decline to perform, or may stop, any Treatment that they consider unsuitable or unsafe for you, without liability.

4.4.1As a medical practice we reserve the right to decline a consultation, a Treatment or ongoing care to any patient on the basis of our professional judgement, clinical assessment and practice policies. This includes where a patient has expectations that remain unrealistic after consultation and education, demands a guarantee of results, is repeatedly late or cancels frequently, or is disrespectful to our staff. Where we decline ongoing care we will, where appropriate, recommend another provider.

4.5Information on our websites, in our marketing and in our correspondence is general information only. It is not a diagnosis or a treatment recommendation and does not replace an in-person consultation.

4.6You must follow the aftercare instructions given to you. Aftercare instructions are sent to you after your Treatment. If you do not receive them, it is your responsibility to contact us and request them. Failure to follow aftercare may affect your result and may increase the risk of side effects. We are not responsible for outcomes caused by a failure to follow aftercare instructions.

5. Results, reactions and corrective treatment

Applies to: Natural Aesthetics

5.1Aesthetic and medical Treatments produce different results in different people. Results depend on your individual anatomy, skin, health, age, lifestyle and adherence to aftercare. We do not guarantee any particular result, and no statement by any staff member, and no image on our websites or social media, is a guarantee of the result you will achieve.

5.2Some Treatments require more than one session, or take time to show their full effect. The expected timeline will be explained during your consultation and in your consent form.

5.3If you experience an adverse reaction or a complication, you must contact us immediately by telephone on +27 21 433 0967, through our WhatsApp line, or by email to [email protected], so that a Practitioner can assess you, and you must provide photographs or further information if we ask for them. Reactions are managed according to our clinical protocols and under the direction of the Medical Director. Our WhatsApp line is not monitored continuously and is not an emergency channel. If you have an urgent concern, telephone the practice. If you cannot reach us, go to your nearest emergency department.

5.3.1In a medical emergency, seek emergency care first and notify us as soon as you are able.

5.3.2In all other cases you must give us the opportunity to assess and manage the reaction before consulting another practitioner. If you do not report a reaction to us, if you report it but decline our offer to assess you, or if you consult another practitioner for assessment or treatment without first giving us that opportunity, then that practitioner becomes responsible for your care from that point. We are not responsible for advice or treatment given by another practitioner, we will not be liable for any outcome that follows, and we will not consider a complaint or a request for corrective treatment or refund in respect of a reaction that we were not given the opportunity to manage.

5.3.3Where a complication or adverse reaction arises from a Treatment we performed, we will assess and manage it in our Clinics at our cost. This covers the review appointments and any treatment we provide in the Clinic to manage it. All costs outside our Clinics are for your account, whether or not the complication arose from a Treatment we performed. This includes referral to a specialist, investigations, blood tests, scans and imaging, medication you obtain from a pharmacy, emergency care and hospital admission.

5.3.4Reporting periods. Any reaction, side effect or complication must be reported to us as soon as it appears and in any event within the following period after your Treatment: six weeks for skin treatments, laser and IPL hair removal, peels and all other therapist Treatments; 21 days for Botox and Dysport; and 2 months for all other injectable Treatments, including fillers, Skinboosters, Sculptra, Profhilo, Nucleofill and PRP. A reaction reported after the applicable period will still be assessed, but we will not accept responsibility for the consequences of the delay and will not consider any complaint, corrective treatment, refund or compensation arising from it. Where a reaction was noticed materially earlier than it was reported to us, we will not accept responsibility for the consequences of the delay.

5.3.5The only exception is a recognised late-onset complication of a filler or biostimulator treatment, as described in your consent form, that first appears after the 2-month period. This must be reported within 14 days of first appearing and will be assessed under clause 5.3 and managed as set out in clause 5.3.3. It does not reopen any complaint about the cosmetic result.

5.3.6Treatment elsewhere. If, between your Treatment with us and your report of a reaction, side effect or complication, you have had any injectable, laser, light, energy-based or other aesthetic treatment of the same or an adjacent area from another practitioner or provider, we cannot determine which product, device or practitioner caused the reaction. In that case we will still assess you and advise you, but we will not consider any complaint, corrective treatment, refund or compensation in respect of the reaction, and the same applies to any complaint about your cosmetic result under clause 5.6. When you report a reaction you must disclose any treatment you have had elsewhere since your Treatment with us, and failure to disclose it will be treated as a breach of these terms.

5.4If you are not satisfied with your result, you must tell us in writing within 14 days of the Treatment and attend a review appointment with the treating Practitioner, the Medical Director or another Practitioner we appoint. The review is free of charge. At the review the Practitioner will assess your result against what was discussed and consented to.

5.5Where the Practitioner assesses that a further, corrective or top-up Treatment is clinically appropriate, it will be offered at the Practitioner’s discretion and charged at our current rates, unless the Medical Director or appropriate management decides otherwise in writing. Botox and Dysport follow-up visits do not carry a consultation fee, but any additional units administered are always charged; no complimentary touch-ups, top-ups or units are provided. A result that falls within the normal range of outcomes described in your consent form is not a defect in the Treatment and does not entitle you to a refund or a free corrective Treatment.

5.6We will not consider a complaint about a cosmetic result where you have not attended the review appointment, where you have had further treatment of the same area elsewhere, or where the complaint is raised more than 30 days after the Treatment. Reactions, side effects and complications are governed by the reporting periods in clause 5.3.4.

6. Refunds for treatments, packages and courses

Applies to: Natural Aesthetics

6.1Treatments are personal services. Once a Treatment has been performed in accordance with your consent form, the fee is not refundable. Programme fees, including the GLP-1 Weight Management Programme and the Hydroquinone Programme, and prescription medication dispensed to you, are not refundable once the programme has started or the medication has been dispensed. Dissatisfaction with a result that falls within the range described in the consent form is dealt with under clause 5, not by refund.

6.2Where a Treatment has not yet been performed and you cancel in accordance with clause 3.6, any prepayment will be refunded in full within 30 days or held as a credit on your account at your choice.

6.3Packages and Courses are sold at a discounted price on condition that all sessions are used. Laser hair removal courses are valid for 24 months from the date of purchase. All other Packages and Courses are valid for 12 months from the date of purchase. Where different validity terms are stated on a specific course or promotion at the time of purchase, those terms apply instead. Unused sessions expire at the end of the validity period. Sessions are not transferable to another person unless we agree in writing.

6.4If you cancel a Package or Course before all sessions are used, we will refund the price paid less the full standard (non-package) price of every session already used and less a cancellation charge of 10% of the Package price. If the sessions already used at standard price exceed the Package price, no refund is due. Where cancellation is on medical grounds confirmed in writing by the Medical Director or a treating doctor, the cancellation charge does not apply.

6.5Refunds are paid by the same method as the original payment, to the person who made the payment, within 30 days of our agreeing that a refund is due.

7. Complaints, feedback and reviews

Applies to: Natural Aesthetics and Skin Spot

7.1We welcome honest feedback and we take every complaint seriously. Nothing in this clause prevents you from posting a truthful review of your experience.

7.2If you have a complaint about a Treatment, a Product or our service, you agree to raise it with us first, in writing to [email protected] for Natural Aesthetics or [email protected] for Skin Spot, or through our WhatsApp line, before publishing anything about it on any review site, social media platform or other public forum. We will acknowledge your complaint within two business days and will investigate and respond within 30 days of receiving it. This allows the Medical Director, appropriate management or the relevant staff member to review your file and, where appropriate, to see you. You agree not to publish anything about the complaint until we have responded or the 30 days have passed, whichever comes first.

7.3Any review or public statement you make about us must be truthful and must not omit material facts. Material facts include whether you followed the aftercare instructions you signed, whether you attended the review appointment offered under clause 5.4, whether you raised the complaint with us first, and whether the outcome you describe is within the range set out in the consent form you signed.

7.4A review or public statement published without first following the process in clause 7.2 is a breach of these terms. We will ask you to remove it and to raise the matter with us instead. If the statement is false, misleading or defamatory, we may request its removal from the platform, we may respond publicly to correct the factual record to the extent necessary without disclosing your clinical information, and we reserve all our rights, including the right to take legal action for its removal and for any damage caused. Patient confidentiality prevents us from discussing your treatment in public, and we will not do so.

7.5Using the threat of a negative review, social media post or other public statement to obtain a refund, discount, free treatment, compensation or any other outcome from us is a breach of these terms and may amount to extortion. We will not respond to a demand made in this way. A review or statement published after such a threat, where we have not complied with the demand, will be treated as made in bad faith. We will report it to the platform on that basis, together with the record of the threat, and we will treat the threat as evidence of bad faith in any legal action we take under clause 7.4.

7.6Product complaints are dealt with under clause 10.

8. Products and pricing

Applies to: Natural Aesthetics and Skin Spot

8.1Prices for Treatments and Products are as displayed on our websites or in our Clinics at the time of purchase, include VAT, and may change without notice. A price change will not affect a purchase already made or a booking already confirmed at a stated price.

8.1.1Payment for Treatments and in-clinic Product purchases is due in full immediately after the Treatment or purchase, before you leave the Clinic. We do not extend credit or accept payment at a later date unless we have agreed to it in writing. In clinic we accept cash, Visa and Mastercard debit and credit cards, and PayFast payment links. We do not accept Diners Club or American Express.

8.1.2Treatments performed by our medical doctors are not discounted, in line with the ethical rules of the Health Professions Council of South Africa. Promotions and package pricing apply only where a promotion expressly says so.

8.2If a Product or Treatment has been priced incorrectly by mistake, we are not obliged to supply it at the incorrect price. We will notify you of the correct price before proceeding and you may cancel the purchase if you do not wish to proceed.

8.3We rely on our suppliers for stock. Product availability shown on our websites is not guaranteed. If a Product you have ordered is unavailable we will offer you an alternative or a full refund.

8.4Products are supplied for personal use. Product descriptions and ingredient information are provided by the manufacturer. You are responsible for reading the product information and for checking suitability, including for allergies, before use. If you are uncertain whether a Product is suitable for you, ask a Practitioner before purchasing.

8.5Products must be stored and used in accordance with the manufacturer’s instructions and within the expiry date and period-after-opening shown on the packaging.

8.6Many of the Products we sell contain active ingredients such as retinoids, acids and vitamin C. These can cause mild, transient irritation, dryness or redness when first used. This is expected and is not a defect. We recommend introducing active Products gradually, starting two to three times a week, and following the usage instructions on the packaging or given by your Practitioner. If you experience a more severe or persistent reaction, stop using the Product and contact us. A Practitioner will assess the reaction and advise you. Any refund, exchange or credit for a Product that has caused a reaction is considered on an individual basis and is at our discretion, taking into account whether the Product was recommended for you, whether you disclosed relevant allergies or conditions, and whether it was used as directed.

9. Online orders, payment and delivery

Applies to: Skin Spot

9.1An order placed on skinspot.co.za is an offer to buy. We accept the order when we dispatch the Products or, for collection orders, when we confirm the order is ready for collection. We may decline an order before acceptance.

9.2Payment is made through PayFast, a secure third-party payment gateway, which accepts Visa and Mastercard debit and credit cards, Instant EFT, Apple Pay, Samsung Pay, SnapScan, Zapper, Capitec Pay and other methods shown at checkout. We do not store your card details. The checkout allows you to review and correct your order before you confirm it. Payment must be received in full before dispatch.

9.3Delivery is within South Africa only. We do not deliver to post office boxes or to vacant land. Delivery is free on orders over R750. A flat courier fee of R250 including VAT applies to orders of R750 or less. For remote or restricted-access addresses, including mines, farms, game reserves and similar locations, we will contact you before dispatch to confirm the courier charge, which may be higher. Courier charges are set by our courier partners and are subject to change at any time in line with fuel prices and courier rate increases. The charge shown at checkout is the charge that applies to your order.

9.4Orders are dispatched within 10 business days of payment, subject to stock availability and supplier orders. We do not guarantee delivery dates. If we cannot dispatch within 10 business days we will contact you to arrange an alternative or a refund.

9.5Risk in the Products passes to you on delivery to the address you provided, or on collection. You must check the Products on delivery. Products damaged in transit must be reported to us within 48 hours of delivery, with photographs of the Product and packaging, and we will replace them at no cost to you.

9.6You must provide a correct delivery address and ensure someone is available to receive the delivery. We are not responsible for delays or losses caused by an incorrect address or a failed delivery attempt, and a re-delivery charge of R250 may apply. Original delivery charges are not refundable on a change-of-mind return.

9.7Orders may be collected from any of our Clinics by prior arrangement once payment has been received.

10. Returns, exchanges and defective products

Applies to: Natural Aesthetics and Skin Spot

10.1Change of mind. We are not obliged to accept the return of a Product because you have changed your mind. As a courtesy we will exchange a Product, or issue a credit to your account, provided that: the Product is sealed, unopened and in its original condition; it is returned within 14 days of purchase or delivery; and you have proof of purchase. Sale and promotional items are excluded. We do not give cash refunds for change of mind.

10.2Opened Products. For hygiene and safety reasons we do not accept the return or exchange of any Product that has been opened, used or unsealed, unless the Product is defective.

10.3Cancelling an online order. You may cancel an order on skinspot.co.za at no charge at any time before it is dispatched, and we will refund the full amount within 30 days. Once an order has been dispatched it cannot be cancelled while in transit and you must accept delivery. If you refuse delivery, the courier’s return charge will be deducted from any refund.

10.3.1After delivery, you have the seven-day cooling-off right given by section 44 of the Electronic Communications and Transactions Act. To exercise it you must notify us at [email protected] within seven days of delivery and return the Products to us unopened, sealed and in their original condition within a further seven days, using a courier arranged with us. The cost of returning the Products is for your account and will be deducted from your refund. We will refund the balance within 30 days of receiving the Products in that condition.

10.3.2This right does not apply to Products that have been opened or unsealed, which by their nature cannot be returned, or to Products damaged after delivery.

10.4Defective Products. If a Product is defective, you have the rights given by section 56 of the Consumer Protection Act for six months from the date of purchase. To claim, you must notify us as soon as the defect becomes apparent, giving your name, the Product, the date and place of purchase and a description of the defect, and you must return the Product to us for assessment. We will assess the Product and, where we agree that it is defective, we will refund the cost of return and will repair, replace or refund the Product at your choice.

10.4.1Where the defect is in the container, pump, nozzle or packaging rather than in the product itself, you must stop using the Product as soon as the defect becomes apparent and return it to us with its contents substantially intact and unused, so that we can assess it and, where it is found to be defective, replace it. A Product whose contents have been used, decanted, scooped out or substantially consumed after the defect became apparent will not be replaced or refunded, because the Product cannot be assessed and you have had the benefit of it.

10.5What is not a defect. The following are not defects and do not entitle you to a return, exchange or refund:

• Prescription medication dispensed by the practice, including GLP-1 pens and hydroquinone preparations, which cannot be returned, exchanged or refunded once dispensed.
• A Product that requires priming or preparation before first use, such as an airless pump bottle that needs to be pumped several times before dispensing. Usage instructions are our first response to any such query.
• A Product that has passed its expiry date or its period-after-opening.
• A Product that has been stored or used contrary to the manufacturer’s instructions, exposed to heat or sunlight, decanted, or altered.
• A Product that has been given to or used by a person other than the purchaser.
• Normal variation in colour, scent or texture between batches.
• A skin reaction to a Product where the Product was not recommended by one of our Practitioners for you, or where you did not disclose a relevant allergy or condition.

10.6A Product that has been opened, used, transferred to another person or kept in a condition that prevents proper assessment may be assessed as not defective.

10.7We only accept returns of Products purchased directly from us, in a Clinic or on skinspot.co.za. Products bought from another retailer must be returned to that retailer.

10.8Return process. Contact us at [email protected] for a Product bought in a Clinic, or [email protected] for a Product bought on skinspot.co.za, or through our WhatsApp line before returning any Product. We will confirm how and where to return it. Return shipping is at your cost unless the Product is found to be defective or was damaged in transit. Products returned without prior contact may not be identified or processed.

11. Gift vouchers, promotions and loyalty points

Applies to: Natural Aesthetics and Skin Spot

11.1Gift vouchers are valid for three years from the date of purchase, as required by section 63 of the Consumer Protection Act, and may be used for any Treatment or Product unless the voucher states otherwise. Vouchers are not redeemable for cash, are not refundable, and any unused balance remains on the voucher until expiry. Lost or stolen vouchers cannot be replaced unless we can verify the original purchase.

11.2Promotional offers, discount codes and package prices are subject to the specific conditions stated in the promotion, including any end date, and cannot be combined with any other offer unless we say so. We may withdraw a promotion at any time. A withdrawal does not affect a purchase already made.

11.3Loyalty Rewards Programme. Natural Aesthetics and Skin Spot operate a single Loyalty Rewards Programme. You earn points on every qualifying purchase: aesthetic and skincare Treatments and Products bought in a Clinic, and Products bought on skinspot.co.za. Points are earned at 5% of the amount you pay, calculated on the price excluding VAT and after any discount, promotion, voucher or points already applied.

11.3.1Points may be redeemed at any time, in full or in part, and there is no minimum or maximum redemption. Points earned with Natural Aesthetics may be redeemed at Skin Spot and points earned at Skin Spot may be redeemed at Natural Aesthetics, provided both accounts are in your name. In a Clinic, points may be redeemed against skincare Products and therapist-performed Treatments only. Points cannot under any circumstances be redeemed against any medical Treatment or any Treatment performed by a medical doctor, including injectables, prescription-based treatments and the GLP-1 Weight Management Programme, in line with clause 8.1.2. Points also cannot be redeemed against gift vouchers or deposits.

11.3.2Points do not expire. Points have no cash value, cannot be exchanged for cash or any other form of payment, are not refundable, and cannot be transferred, assigned or gifted to any other person or account. Points are earned only once payment has been received in full and are automatically reversed on any purchase or Treatment that is cancelled or refunded, including where points were redeemed on that purchase.

11.3.3We may correct a points balance where a system, pricing or processing error has occurred, and we may amend or end the programme on reasonable notice published on our websites. Points earned before any change will be honoured under the rules in force when they were earned.

12. Use of our websites and content

Applies to: Natural Aesthetics and Skin Spot

12.1All Content on our websites is owned by us or licensed to us and is protected by copyright and trademark law. You may view and print Content for your personal, non-commercial use. You may not copy, reproduce, publish, distribute, modify or commercially exploit any Content without our prior written consent.

12.2You may not use our name, logos or trademarks without our written consent.

12.3You may not use our websites in any way that damages, disables or interferes with them, that attempts to gain unauthorised access to any part of them, that collects product listings, prices or other data by automated means, or that is unlawful.

12.4Where you create an account with us, you are responsible for keeping your login details confidential and for all activity under your account. Tell us immediately if you believe your account has been accessed without your authority.

12.5Any review, comment or other material you submit to our websites or social media pages may be edited, removed or published by us. By submitting it you grant us a non-exclusive licence to use it in connection with our business. You remain responsible for its content.

12.6Our websites may contain links to third-party websites. We are not responsible for their content or their privacy practices.

12.7We try to keep our websites accurate and available but we do not guarantee that they will be error-free or uninterrupted. Before and after photographs show the results of individual patients and are not a guarantee of your result.

13. Privacy and confidentiality

Applies to: Natural Aesthetics and Skin Spot

13.1We process your personal information, including your health information, in accordance with the Protection of Personal Information Act and our Privacy Policy, which forms part of these terms and is available on our websites.

13.2Your clinical records are confidential. We will not disclose them to any third party except with your consent, where required by law, or where necessary for your care, such as to another treating practitioner at your request.

13.3Photographs taken for clinical records are stored securely and are used only for your treatment unless you have given separate written consent for them to be used for education or marketing.

13.4We communicate with you by email, SMS and WhatsApp. You may opt out of marketing communications at any time using the unsubscribe link or by contacting us.

14. Liability

Applies to: Natural Aesthetics and Skin Spot

14.1We do not exclude or limit our liability for death or personal injury caused by our negligence, or for any liability that cannot be excluded by law.

14.2Subject to clause 14.1, we are not liable for any indirect or consequential loss, loss of income, or loss arising from your failure to disclose relevant medical information, your failure to follow aftercare instructions, your failure to attend a review appointment, or your use of a Product other than in accordance with its instructions.

14.3Subject to clause 14.1, our total liability to you in connection with any Treatment or Product is limited to the amount you paid for that Treatment or Product.

14.4Nothing in this clause limits your rights under the Consumer Protection Act.

15. General

Applies to: Natural Aesthetics and Skin Spot

15.1These terms, together with any consent form you sign and our Privacy Policy, are the whole agreement between you and us. They replace any previous terms.

15.2We may update these terms from time to time. The version in force is the version published on our websites on the date of your booking or purchase. Material changes will be announced on our websites.

15.3If any clause of these terms is found to be unenforceable, it will be read down or severed to the extent necessary and the rest of the terms will continue to apply.

15.4Our failure to enforce any clause is not a waiver of our right to enforce it later.

15.5If a dispute arises, you and we will first try to resolve it in good faith through direct discussion under clause 7. If that fails, either party may refer the matter to mediation before starting any court proceedings. Nothing prevents either party from approaching the National Consumer Commission, the Health Professions Council of South Africa where applicable, or a court.

15.6These terms are governed by the laws of the Republic of South Africa.

15.7Contact us: Natural Aesthetics, +27 21 433 0967, WhatsApp +27 69 910 0540, [email protected]. Skin Spot: [email protected].