Important information before your visit

Your trust, our promise

Read the terms that guide your treatments and appointments at Novara Skin & Aesthetics.

At Novara, your care and confidence are our priority. We’re committed to transparency, professionalism and providing you with clear, helpful information at every step of your journey.

Please take a moment to review the terms and policies that apply to appointments, treatments, and use of this website. By booking a treatment or visiting our clinic, you agree to these conditions.

Booking & appointments

  • All appointments must be confirmed via email or telephone.
  • A valid credit or debit card is required to secure bookings.
  • We ask all new clients to complete a medical consultation form before their first visit.
  • For injectable treatments, you must be aged 18 or over. ID may be required.
  • Appointment reminders are sent via SMS or email 48 hours before your visit.

Cancellations & late arrivals

  • We operate a 48-hour cancellation policy. Appointments cancelled with less than 48 hours’ notice may incur a charge.
  • Missed appointments or no-shows will be charged in full or have deposits forfeited.
  • If you arrive late, we’ll do our best to accommodate you – but your appointment time may be shortened or rescheduled.

Payments & pricing

  • Prices are subject to change without prior notice.
  • Payments can be made by card or bank transfer. We do not accept cash.
  • Full payment is required at the time of treatment.
  • Package or course pricing must be paid upfront unless otherwise arranged.

Gift vouchers

  • Novara gift vouchers are valid for 12 months from the purchase date.
  • Vouchers are non-refundable and cannot be exchanged for cash.
  • Lost or stolen vouchers cannot be replaced.
  • Vouchers must be presented at the time of payment.

Treatment suitability & consent

  • A full consultation is required before all advanced treatments.
  • Our clinicians reserve the right to refuse treatment if it's not in your best interest.
  • You may be required to undergo a patch test or cooling-off period before some treatments.
  • Clients must sign a treatment consent form before every session.

Medical information

  • Please inform us of any changes to your health, medication, or skin condition before your treatment.
  • If you're pregnant or breastfeeding, not all treatments will be suitable – please discuss with us in advance.
  • Novara cannot be held responsible for any unknown allergic reactions not previously disclosed.

Aftercare & results

  • Your practitioner will provide verbal and written aftercare instructions after each treatment.
  • Results vary based on individual factors, including age, skin health, and lifestyle.
  • We recommend following your bespoke aftercare plan and using the advised skincare products.
  • Follow-up appointments may be required to maintain optimal results.

Refunds

  • We do not offer refunds for treatments that have been provided.
  • Refunds on courses/packages will only be considered in exceptional circumstances and at the clinic’s discretion.
  • Products purchased in-clinic are non-refundable unless faulty.

Complaints & feedback

  • We take client satisfaction seriously. If you’re unhappy with your experience, please let us know in writing within seven days.
  • Complaints should be emailed to: hello@novara.seaham-hall.co.uk
  • We will respond within five working days and aim to resolve any issues promptly and fairly.

Website use & privacy

  • All website content is owned by Novara and may not be reused without permission.
  • By using this website, you agree not to copy, distribute or misuse any material.
  • We do not store credit card details, and all client data is handled in accordance with GDPR guidelines.
  • See our Privacy & Cookies Policy for full details.

Pricing

FAQs

Meet the team