Membership Terms and Conditions

4.1  Membership agreement

4.1.1These terms apply to all AURM Skin Health Memberships.

4.1.2By joining, the member confirms that they have read, understood and accepted these terms and authorised the agreed recurring payments.

4.1.3Membership is personal to the named member and cannot be transferred, shared, assigned, exchanged or resold.

4.1.4Members must ordinarily be aged 18 or over. Treatment of anyone under 18 requires AURM’s prior approval, clinical suitability and all required parent or guardian consent.

4.1.5Purchasing a membership does not guarantee that every listed treatment will be suitable or available to the member.

4.2  Fees and recurring payments

4.2.1There is a £50 joining fee for Skin Health Memberships.

4.2.2Monthly fees are:

• Light — Level 1: £49
• Halo — Level 2: £99
• Radiance — Level 3: £129
• Seraphim — Level 4: £229

4.2.3The member authorises AURM and its payment provider to collect the relevant recurring monthly fee from the nominated bank account or payment card.

4.2.4Payments will be collected on the agreed payment date.

4.2.5The first payment must clear before the first included treatment is provided.

4.2.6The member is responsible for:

• Providing accurate payment details
• Maintaining a valid payment method
• Ensuring sufficient funds are available
• Informing AURM promptly if payment details change

4.2.7Membership fees will remain fixed during the initial six-month term unless a change is required by law or expressly agreed with the member.

4.2.8Cancelling a Direct Debit or payment authority does not cancel the membership agreement or remove responsibility for outstanding payments.

4.3  Failed payments

4.3.1If a payment fails, AURM will send an automatic payment notification.

4.3.2AURM or its payment provider may attempt to collect the payment again.

4.3.3A member of AURM’s administrative team may contact the member by telephone, email or message to arrange payment or discuss a solution.

4.3.4Membership treatments, discounts and other benefits may be suspended while payment remains outstanding.

4.3.5No treatment entitlement or benefit accrues during a period of payment-related suspension.

4.3.6If the member does not respond or agree and maintain a payment solution within 28 days, the account may be escalated for recovery of amounts properly due.

4.3.7AURM will provide reasonable notice before referring an account to a third-party recovery provider or taking formal recovery action.

4.3.8Reasonable recovery costs may be added only where they are legally recoverable and properly incurred.

4.4  Cooling-off period

4.4.1Members who purchase online, by telephone or away from AURM’s premises may have a statutory right to cancel within 14 days beginning the day after the agreement is entered into.

4.4.2AURM voluntarily offers the same 14-day cancellation period for memberships purchased in the clinic, subject to these terms and the member’s statutory rights.

4.4.3To cancel during this period, the member must notify AURM in person and provide written confirmation by email to:

contactus@aurmskin.com

4.4.4Cancellation will be treated as received when the written email is received. AURM will provide written acknowledgement.

4.4.5If the member asks AURM to provide a consultation, analysis, patch test, treatment, discount or another membership service during the cooling-off period, the member expressly requests that services begin before that period has ended.

4.4.6If the member cancels after services have begun, AURM may deduct or charge an amount for services and benefits already supplied, as permitted by law.

4.4.7Any completed treatment may be valued at its applicable non-member price, provided the resulting charge is fair, proportionate and legally recoverable.

4.4.8Receiving a first treatment does not remove any statutory right that cannot legally be excluded.

4.4.9Any refund due will be paid in accordance with applicable law, less any lawful deduction for services already provided at the member’s request.

4.5  Cancellation after the cooling-off period

4.5.1After the cooling-off period, the member remains committed to the balance of the six-month minimum term unless:

• AURM approves an exceptional early termination;
• AURM is in material breach of the agreement; or
• The member has a legal right to end the agreement.

4.5.2Stopping attendance, cancelling a payment instruction or failing to respond to AURM does not end the membership.

4.6  Exceptional early termination

4.6.1AURM may consider early termination in circumstances including:

• A medically confirmed inability to continue suitable treatment
• Pregnancy where no suitable membership alternative is available
• Permanent relocation more than 25 miles from The AURM Clinic
• Serious illness
• Exceptional personal or financial hardship
• Another circumstance accepted by AURM

4.6.2Appropriate evidence will be required and will depend on the reason for the request.

4.6.3AURM will request only evidence reasonably necessary to assess the application.

4.6.4An approved early termination may be subject to a reasonable administration fee, disclosed before termination and capped at one monthly membership payment.

4.6.5An administration fee will not apply where it would be unlawful or unfair, where AURM is in material breach, or where the member has an overriding statutory right to cancel without the fee.

4.6.6Charges already due and payment for services already supplied remain payable.

4.7  Freezing a membership

4.7.1Members may freeze their membership for up to three complete membership months in total during the initial term.

4.7.2The three months may be used together or separately.

4.7.3A freeze may be requested for any reason to provide members with flexibility.

4.7.4A freeze request must be emailed at least 14 days before the next payment date to:

contactus@aurmskin.com

4.7.5Freeze requests cannot normally be backdated.

4.7.6Evidence is not required for freezes totalling three months or fewer.

4.7.7Evidence may be requested if a member asks for more than three months. Any extension is subject to AURM’s written approval.

4.7.8A freeze cannot begin while a membership payment or other properly due amount remains outstanding.

4.7.9Appointments during an approved freeze will be cancelled automatically.

4.7.10During a freeze:

• Monthly payments are paused
• Treatments cannot be received
• Discounts and benefits cannot be used
• Monthly entitlements do not accrue
• The month does not count towards the six active months

4.7.11The membership end date is extended by the length of the freeze.

4.8  Monthly treatment entitlement

4.8.1Each cleared monthly payment provides the inclusions associated with the member’s level for that membership month.

4.8.2All monthly treatment choices and additional included sessions must be completed during that membership month.

4.8.3Unused treatments expire at the end of the applicable month.

4.8.4Monthly inclusions cannot be accumulated, transferred, exchanged, refunded or converted into credit.

4.8.5A member cannot exchange several lower-value treatments for a higher-value treatment unless AURM expressly offers and approves an upgrade.

4.8.6Treatment choices remain subject to consultation, clinical suitability, availability and practitioner approval.

4.8.7Membership does not guarantee availability on a particular date, time or with a particular practitioner.

4.9  Treatment choice and substitutions

4.9.1The member may select from the treatment options listed for their membership level, subject to clinical suitability.

4.9.2The treating practitioner may recommend a different available treatment where the member’s original choice is unsuitable or unlikely to support their treatment plan.

4.9.3AURM may decline a requested treatment where it considers that treatment unsafe, unsuitable or contrary to professional guidance.

4.9.4If a listed treatment is unsuitable, AURM may offer another treatment available within the same tier. This does not automatically give the member the right to choose a treatment from a higher tier.

4.9.5Treatment substitutions and upgrades are subject to AURM’s approval and may carry an additional charge.

4.10  Treatment intervals

4.10.1Treatment frequency and intervals are determined by the practitioner according to:

• Clinical judgement
• Treatment type
• Treatment area
• The member’s skin and health
• Previous treatment
• Healing and treatment response
• Manufacturer or prescribing guidance

4.10.2Membership does not entitle a member to receive a treatment at an interval considered unsafe or clinically inappropriate.

4.10.3Some advanced treatments may not be appropriate every month. AURM will help the member select a suitable alternative from their tier.

4.11  Medical information and contraindications

4.11.1Members must promptly inform AURM about:

• New or changed medication
• Medical diagnoses or changes in health
• Pregnancy, suspected pregnancy or breastfeeding
• Allergies
• Recent procedures or treatments
• Skin infections, wounds, irritation or active conditions
• Recent tanning or significant sun exposure
• Previous adverse reactions
• Any other information that may affect treatment safety

4.11.2Relevant changes must be reported before every appointment.

4.11.3AURM may require a new consultation, medical review, prescriber review or patch test.

4.11.4Treatment may be changed, postponed or declined where a contraindication or safety concern exists.

4.11.5Failure to disclose relevant information may result in treatment being refused and the appointment being treated as missed where AURM could not reasonably have known about the issue.

4.12  Advanced and medically led treatments

4.12.1HIFU, CO₂ treatments, microneedling, skin boosters, IV treatments and other advanced services are subject to separate consultation and informed consent.

4.12.2IV treatments, drips and skin boosters are subject to medical assessment, prescribing requirements where applicable and approval by an appropriately qualified professional.

4.12.3Inclusion in a membership does not guarantee that an IV treatment, skin booster or other medically led service will be prescribed or administered.

4.12.4Where a medically led treatment is unsuitable, AURM may offer a clinically appropriate alternative from the member’s tier.

4.12.5Treatment-specific consent forms, risks, preparation and aftercare requirements apply in addition to these membership terms.

4.13  Booking appointments

4.13.1Membership enquiries and appointments may be made:

• By telephone on 01753 520121
• By email at contactus@aurmskin.com
• In person at The AURM Clinic, 8 London Road, Slough, SL3 7HG
• Through an official online booking route published by AURM

4.13.2Appointments are subject to availability.

4.13.3Priority booking means priority access to available appointments; it does not guarantee a particular date, time or practitioner.

4.13.4Members should book in advance to ensure their monthly treatments are completed within the relevant membership month.

4.13.5Failure to book sufficiently in advance does not extend an entitlement where reasonable alternative appointments were available.

4.14  Cancellation and non-attendance

4.14.1Members must provide at least 48 hours’ notice to cancel or rearrange an appointment.

4.14.2Notice must be received at least 48 hours before the scheduled appointment time.

4.14.3Where less than 48 hours’ notice is provided, or the member does not attend, AURM may:

• Treat the applicable monthly treatment entitlement as used; and/or
• Charge the cancellation or non-attendance fee disclosed at booking

4.14.4Any fee will be reasonable and proportionate to the appointment reserved and AURM’s resulting loss.

4.14.5Genuine emergencies may be considered at AURM’s discretion.

4.15  Late arrivals

4.15.1Members must arrive at the time requested and be ready for treatment at the scheduled time.

4.15.2AURM will make reasonable efforts to accommodate a late arrival.

4.15.3The treatment may be shortened, modified or declined if proceeding would:

• Delay the next client
• Prevent safe completion
• Compromise treatment quality
• Disrupt clinic operations

4.15.4If treatment cannot proceed due to the member’s late arrival, the entitlement may be treated as used.

4.15.5Rebooking may be subject to the applicable cancellation fee.

4.16  Member discounts

4.16.1Membership discounts apply only while the membership is active and payments are up to date.

4.16.2Discounts are available only to the named member for purchases intended for their own use.

4.16.3Discounts do not apply to:

• Gift cards or vouchers
• Other memberships
• Existing packages
• Promotional packages or promotional prices
• Sale or clearance items
• Third-party products or services
• Prescription charges or external medical costs
• Items expressly excluded when offered

4.16.4Discounts cannot be:

• Applied retrospectively
• Exchanged for cash
• Transferred
• Used to purchase gift cards
• Combined with another promotion, package or discount unless AURM agrees

4.16.5“Selected treatments” means treatments identified by AURM as eligible at the time of booking.

4.17  Add-ons and upgrades

4.17.1Add-ons and upgrades are subject to availability, treatment suitability and additional payment.

4.17.2A “discounted add-on” or “discounted upgrade” does not mean that the item is included free of charge.

4.17.3Applicable prices will be explained before the member agrees to the add-on or upgrade.

4.17.4Discounts cannot be applied retrospectively.

4.18  AI skin analysis

4.18.1AI skin analysis is an assessment and treatment-planning aid.

4.18.2It is not a medical diagnosis and does not replace examination, professional judgement or medical advice.

4.18.3Recommendations generated or supported by the system remain subject to practitioner review and treatment suitability.

4.19  Birthday benefits

4.19.1Birthday benefits are available once during each 12-month period of continuous active membership, subject to the member being active and fully paid up at the time of redemption.

4.19.2Halo includes one complimentary birthday treatment selected from AURM’s eligible birthday menu.

4.19.3Radiance includes a personalised birthday package selected by AURM according to suitability and the birthday offer available at that time.

4.19.4Seraphim includes a complimentary VIP birthday treatment or package selected by AURM according to suitability and the offer available at that time.

4.19.5Birthday benefits:

• Must be booked in advance
• Are subject to availability and suitability
• Cannot be exchanged for cash or credit
• Cannot be transferred
• Cannot be combined with another offer
• Must be redeemed during the period specified by AURM

4.19.6The exact contents and redemption period will be confirmed when the birthday benefit is offered.

4.20  If AURM cancels an appointment

4.20.1If AURM cancels an appointment, it will offer a reasonable alternative.

4.20.2The member will not lose the relevant treatment solely because AURM cancelled it.

4.20.3Where reasonably necessary, AURM may extend that specific treatment beyond the normal membership month.

4.20.4AURM may provide an appropriate goodwill gesture where the circumstances justify it. Any goodwill is discretionary.

4.21  Equipment or product unavailability

4.21.1If treatment cannot proceed because required equipment or products are unexpectedly unavailable, AURM will offer:

• A reasonable replacement appointment;
• A suitable alternative treatment, subject to consent and clinical suitability; or
• Another appropriate remedy.

4.21.2The member will not lose the treatment solely because of equipment failure or stock unavailability within AURM’s reasonable control.

4.22  Preparation, aftercare and conduct

4.22.1Members must follow all preparation and aftercare instructions.

4.22.2Treatment may be postponed or declined if the member:

• Has not followed preparation instructions
• Has a contraindication
• Refuses required consent or safety procedures
• Is too late for safe treatment
• Behaves abusively, threateningly, discriminatorily or inappropriately

4.22.3An appointment that cannot proceed because the member failed to follow instructions may be treated as used.

4.22.4AURM operates a zero-tolerance policy towards abusive, threatening, discriminatory or inappropriate conduct.

4.23  Results

4.23.1Individual results vary and may be affected by:

• Age and skin condition
• Medical conditions
• Medication
• Hormonal factors
• Lifestyle
• Treatment selection
• Treatment intervals
• Preparation and aftercare
• Individual healing and biological response

4.23.2AURM does not guarantee a particular cosmetic, clinical or wellbeing outcome.

4.23.3Before-and-after photographs and testimonials show individual experiences and do not guarantee the same result for another member.

4.24  Suspension or termination by AURM

4.24.1AURM may suspend or terminate membership for:

• Material or repeated non-payment
• Fraud or misuse
• Sharing or reselling benefits
• Serious or repeated breach of these terms
• Abusive, threatening or unsafe behaviour
• Deliberate failure to disclose relevant clinical information

4.24.2Where appropriate, AURM will provide notice and a reasonable opportunity to remedy the breach.

4.24.3Immediate suspension or termination may apply where necessary to protect staff, clients, the clinic or the member’s safety.

4.24.4Termination does not remove liability for amounts properly due before termination.

4.25  End of the minimum term

4.25.1The minimum term covers six paid and active membership months.

4.25.2AURM will explain available continuation or renewal options before or at the end of the term.

4.25.3Membership will not renew into another fixed six-month commitment unless the member is given the applicable information and actively agrees.

4.25.4Any continuation arrangement will be subject to the terms presented and accepted at that time.

4.26  Changes to treatments or terms

4.26.1AURM may make reasonable changes where required for:

• Clinical or safety reasons
• Changes in law or professional guidance
• Product or equipment availability
• Payment-processing requirements
• Circumstances beyond AURM’s reasonable control

4.26.2AURM will not materially reduce the core paid membership entitlement during the fixed term without offering an appropriate alternative or remedy.

4.26.3Reasonable notice will be provided for any material change.

4.27  Privacy

4.27.1AURM will process personal and health information in accordance with its Privacy Notice and applicable data-protection law.

4.27.2Clinical information may be recorded where necessary to assess suitability, provide treatment safely and maintain appropriate records.

4.27.3Marketing consent is separate from membership acceptance and may be withdrawn at any time.

4.28  Complaints

4.28.1Members should initially raise concerns with the clinic team so AURM has an opportunity to resolve them promptly.

4.28.2Formal complaints must be emailed to:

contactus@aurmskin.com

4.28.3The complaint should include:

• The member’s full name
• Contact information
• Membership level
• Relevant appointment or treatment date
• A clear description of the concern
• The resolution requested
• Relevant supporting information

4.28.4AURM will acknowledge and investigate the complaint under its complaints procedure.

4.28.5If the member remains dissatisfied, they may request a management review.

4.29  Liability

4.29.1AURM will provide services using reasonable care and skill.

4.29.2AURM is not responsible for loss caused by:

• Inaccurate or incomplete information provided by the member
• Failure to follow preparation or aftercare
• Risks explained and accepted through informed consent
• Circumstances outside AURM’s reasonable control

4.29.3Nothing in these terms excludes or limits liability where doing so would be unlawful, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation.

4.30  Governing law and jurisdiction

4.30.1These terms and the membership agreement are governed by the laws of England and Wales.

4.30.2The courts of England and Wales will have jurisdiction, without restricting any consumer right to bring proceedings elsewhere in the United Kingdom where applicable.

4.31  Statutory rights

Nothing in this guide or these terms excludes, restricts or affects the member’s statutory rights. If any provision conflicts with a right that cannot legally be excluded, the statutory right takes priority and the remaining provisions continue to apply.

EffectiveThese Laser Membership terms are effective from 01/04/2026 and replace any previous Laser Membership terms.

5.1  Membership agreement

5.1.1These terms apply to all AURM Laser Memberships.

5.1.2By joining, the member confirms that they have read, understood and accepted these terms and authorised the agreed recurring payments.

5.1.3The membership is personal to the named member and cannot be transferred, shared, assigned, exchanged or resold.

5.1.4Members must ordinarily be aged 18 or over. Treatment of anyone under 18 is subject to AURM’s age policy, clinical approval and all required parent or guardian consent.

5.1.5Membership does not guarantee that a particular treatment or area will be clinically suitable.

5.2  Fees and payment authority

5.2.1A £50 joining fee is payable at sign-up.

5.2.2Monthly membership fees are:

• Laser Level 1: £99
• Laser Level 2: £149
• Laser Level 3: £199

5.2.3The member authorises AURM and its payment provider to collect the agreed recurring membership fee from the nominated bank account or payment card.

5.2.4Payment will be collected on the agreed payment date each month.

5.2.5The member is responsible for:

• Providing accurate payment details
• Maintaining a valid payment method
• Ensuring sufficient funds are available
• Informing AURM promptly if their payment details change

5.2.6The membership price will remain fixed during the initial 12-month term unless a change is required by law or expressly agreed with the member.

5.2.7Cancelling a Direct Debit, card authority or other payment instruction does not cancel the membership agreement or remove liability for outstanding payments.

5.3  Failed payments

5.3.1If a payment fails, AURM will send an automatic payment notification to the member.

5.3.2AURM or its payment provider may attempt to collect the payment again.

5.3.3A member of AURM’s administrative team may contact the member by telephone, email or message to arrange payment or discuss a solution.

5.3.4Membership benefits and future appointments may be suspended while payment remains outstanding.

5.3.5A suspended membership does not accrue treatments or other benefits.

5.3.6If the member does not respond or agree and maintain a payment solution within 28 days, the account may be escalated for recovery of sums properly due under the agreement.

5.3.7AURM will provide reasonable notice before referring an unpaid account to a third-party debt-recovery provider or beginning formal recovery action.

5.3.8The member may be responsible for reasonable recovery costs where legally recoverable and properly incurred.

5.4  Consultation and patch testing

5.4.1An initial consultation and required patch testing are included in the membership.

5.4.2Treatment cannot proceed until:

• The consultation has been completed
• A medical and suitability assessment has been completed
• Any required patch test has produced a satisfactory response
• The relevant consent documents have been signed
• The first monthly payment has cleared

5.4.3Further patch tests may be required following changes to medication, health, skin condition, tanning status, equipment, treatment settings or treatment area.

5.4.4Additional patch testing required during the membership will not normally incur an additional charge unless the member is informed otherwise in advance.

5.5  Cooling-off period

5.5.1Members who purchase online, by telephone or away from AURM’s business premises may have a statutory right to cancel within 14 days beginning the day after the agreement is entered into.

5.5.2AURM also voluntarily offers the same 14-day cancellation period for memberships purchased in the clinic, subject to these terms and the member’s statutory rights.

5.5.3To cancel during the cooling-off period, the member must notify AURM in person at the clinic and provide written confirmation by email to:

contactus@aurmskin.com

5.5.4A cancellation request will be treated as received when the written email is received by AURM. AURM will acknowledge the cancellation in writing.

5.5.5If the member asks AURM to provide a consultation, patch test, laser treatment, discount or other membership service during the cooling-off period, the member expressly requests that the membership service begin before that period has ended.

5.5.6If a member cancels after services have begun, AURM may deduct or charge an amount for services already supplied, as permitted by law.

5.5.7Any completed laser treatment may be valued at AURM’s applicable non-member price when determining the value of services supplied, provided the resulting charge is fair, proportionate and legally recoverable.

5.5.8The £50 joining fee is normally non-refundable once onboarding, consultation, patch testing or other membership administration has begun. However, it will be refunded where required by the member’s statutory rights.

5.5.9Receiving a consultation, patch test or first treatment does not remove any statutory right that cannot legally be excluded.

5.5.10Refunds due following a valid cancellation will be made in accordance with applicable law, less any lawful deduction for services supplied at the member’s request.

5.6  Cancellation after the cooling-off period

5.6.1After the cooling-off period, the member remains committed to the balance of the 12-month minimum term unless:

• AURM agrees to early termination;
• The member has a legal right to end the agreement; or
• One of the exceptional circumstances below applies.

5.6.2Stopping attendance, cancelling a payment instruction or failing to respond to AURM does not terminate the agreement.

5.7  Exceptional early termination

5.7.1AURM may approve early termination in circumstances including:

• A medically confirmed inability to continue laser treatment
• Pregnancy
• Relocation to a new permanent address more than 25 miles from The AURM Clinic
• Serious illness
• Exceptional personal or financial hardship
• Another circumstance which AURM considers sufficient

5.7.2Evidence will be required and will depend on the reason for the request. This may include:

• A medical letter or other appropriate medical evidence
• Confirmation of pregnancy
• Proof of a new permanent address
• Evidence relating to serious illness or exceptional hardship

5.7.3AURM will request only evidence reasonably necessary to assess the application.

5.7.4Approved early termination during the initial 12-month term may be subject to an administration fee of up to £99.

5.7.5Any administration fee will reflect AURM’s reasonable administrative costs and will not be applied where it would be unlawful or unfair, where AURM is in material breach of the agreement, or where the member has an overriding statutory right to cancel without that fee.

5.7.6Amounts already due and charges for services already supplied remain payable.

5.8  Freezing a membership

5.8.1A member may freeze their membership for up to three complete membership months in total during the initial term.

5.8.2The three months may be taken together or separately.

5.8.3A freeze may be requested for any reason. The purpose of the freeze option is to provide members with reasonable flexibility.

5.8.4A freeze request must be submitted at least 14 days before the member’s next payment date by email to:

contactus@aurmskin.com

5.8.5Freeze requests cannot normally be backdated.

5.8.6Evidence is not required for freezes totalling three months or fewer.

5.8.7If the member requests a freeze lasting longer than three months, AURM may request appropriate supporting evidence. Any extension beyond three months is entirely subject to AURM’s written approval.

5.8.8A freeze cannot begin while any membership payment or other properly due amount remains outstanding.

5.8.9All appointments falling within the approved freeze period will be cancelled automatically. The member is responsible for arranging new appointments after the membership is reactivated.

5.8.10During an approved freeze:

• Monthly membership payments are paused
• Treatment cannot be received
• Discounts and membership benefits cannot be used
• Monthly treatment entitlement does not accrue
• The frozen month does not count as an active membership month

5.8.11The membership end date will be extended by the length of the freeze so that the member completes 12 paid and active membership months.

5.8.12For Level 3 members, frozen months do not count towards months 3, 6, 9 and 12 of the full-body and face cycle.

5.9  Monthly entitlement and treatment intervals

5.9.1Each cleared monthly payment provides the treatment entitlement associated with the member’s level for that active membership month.

5.9.2Each treatment must be completed within its applicable membership month.

5.9.3Unused or missed treatments expire at the end of the applicable membership month.

5.9.4Treatment timing and intervals are determined by the treating practitioner according to clinical judgement, the area treated, the member’s response and applicable safety guidance.

5.9.5Membership does not give the member the right to demand treatment at an interval considered clinically inappropriate.

5.9.6If a treatment is not clinically appropriate during a particular month, AURM will discuss the available options. This does not automatically create a right to accumulate treatments.

5.10  Treatment areas and changes

5.10.1The member’s treatment areas will be agreed during consultation and recorded in their treatment plan.

5.10.2A member may ask to change an agreed treatment area.

5.10.3Any change is subject to:

• Consultation and patch testing where required
• Clinical suitability
• Appointment duration
• Membership area classifications
• Practitioner approval

5.10.4The practitioner may recommend that an area is not changed if doing so may adversely affect treatment consistency, progress or results.

5.10.5AURM may decline or postpone a change where it is unsafe, unsuitable or cannot be accommodated within the appointment.

5.10.6No guarantee is given that a requested replacement area will be approved.

5.11  Level 3 cycle

5.11.1During active membership months 1, 2, 4, 5, 7, 8, 10 and 11, Level 3 includes treatment of up to three agreed areas.

5.11.2During active membership months 3, 6, 9 and 12, the usual three-area entitlement is replaced by an eligible full-body and face treatment.

5.11.3The full-body and face session is a replacement for that month’s three-area treatment and is not an additional treatment.

5.11.4The full-body and face session cannot be divided across several appointments unless AURM agrees that this is operationally or clinically necessary.

5.11.5Any area that cannot be treated safely during the session does not create a cash refund, credit or separate treatment entitlement.

5.12  Medication, tanning, pregnancy and contraindications

5.12.1Members must promptly inform AURM of:

• New or changed medication
• Medical diagnoses or changes in health
• Pregnancy or suspected pregnancy
• Recent tanning or significant sun exposure
• Use of tanning products
• Skin reactions, infections, wounds or irritation
• Previous adverse treatment reactions
• Any other matter that may affect treatment safety

5.12.2This information must be provided before every treatment where circumstances have changed.

5.12.3AURM may postpone, modify or decline treatment where pregnancy, medication, tanning, illness, skin condition or another contraindication makes treatment unsuitable.

5.12.4Members must follow all preparation and aftercare instructions provided by AURM.

5.12.5Failure to disclose relevant information may result in treatment being refused and may be treated as a missed appointment where AURM could not reasonably have known about the issue in advance.

5.13  Booking appointments

5.13.1Membership enquiries and appointment requests may be made:

• By telephone on 01753 520121
• By email at contactus@aurmskin.com
• In person at The AURM Clinic, 8 London Road, Slough, SL3 7HG
• Through any official online booking route published by AURM

5.13.2Appointments are subject to availability.

5.13.3Membership provides priority access to available appointments but does not guarantee a particular date, time or practitioner.

5.13.4Members are encouraged to book in advance to ensure treatment is completed within the applicable membership month.

5.13.5Inability to obtain a preferred appointment does not extend the monthly entitlement where reasonable alternative appointments were available.

5.14  Cancellations and missed appointments

5.14.1Members must provide at least 48 hours’ notice if they wish to cancel or rearrange an appointment.

5.14.2Notice must be received at least 48 hours before the scheduled appointment time.

5.14.3Where less than 48 hours’ notice is provided, or the member does not attend, AURM may:

• Treat the monthly appointment entitlement as used; and/or
• Charge the cancellation or non-attendance fee disclosed at the time of booking

5.14.4Any fee applied will be reasonable and proportionate to the appointment reserved and AURM’s resulting loss.

5.14.5AURM may consider genuine emergencies at its discretion.

5.15  Late arrivals

5.15.1Members should arrive at the time requested by AURM and be ready for treatment at the scheduled appointment time.

5.15.2If a member arrives late, AURM will make reasonable efforts to accommodate them.

5.15.3Treatment may be shortened, limited or declined if proceeding would:

• Delay the next client
• Prevent treatment from being completed safely
• Compromise treatment quality
• Disrupt clinic operations

5.15.4If the appointment cannot proceed because of the member’s late arrival, the appointment may be treated as used.

5.15.5A new appointment will not automatically be provided. Rebooking may be subject to the applicable late-cancellation fee.

5.16  Member discounts

5.16.1Active Laser members receive 10% off eligible AURM treatments and retail products.

5.16.2The discount is available only while:

• The membership is active
• Payments are up to date
• The purchase is made by the named member for their own use

5.16.3The membership discount does not apply to:

• Gift cards or gift vouchers
• Other memberships
• Existing packages
• Promotional packages or promotional prices
• Sale or clearance items
• Third-party services or products
• Any item expressly excluded when offered

5.16.4Discounts cannot be:

• Applied retrospectively
• Exchanged for cash
• Transferred to another person
• Used to purchase gift cards
• Combined with another promotion, package or discount unless AURM expressly agrees

5.16.5Gift cards cannot normally be used to pay recurring membership fees or the joining fee unless AURM expressly agrees.

5.17  If AURM cancels an appointment

5.17.1If AURM cancels an appointment, the clinic will offer a reasonable alternative appointment.

5.17.2The member will not lose the relevant monthly treatment solely because AURM cancelled the appointment.

5.17.3Where reasonably necessary, AURM may extend the use of that specific treatment beyond the normal membership month.

5.17.4AURM may offer an appropriate goodwill gesture where the circumstances justify it. Goodwill is discretionary and will depend on the circumstances.

5.18  Equipment unavailability

5.18.1If treatment cannot proceed because the required equipment is unavailable, undergoing maintenance or affected by an unexpected fault, AURM will arrange a reasonable alternative appointment.

5.18.2The member will not lose the relevant treatment solely because of equipment unavailability.

5.18.3Where necessary, the treatment may be completed outside the normal membership month without being treated as an unauthorised rollover.

5.18.4AURM may offer a suitable alternative or goodwill gesture where appropriate and clinically acceptable.

5.19  Treatment preparation and conduct

5.19.1Members must follow all preparation, shaving, sun-exposure and aftercare instructions.

5.19.2Treatment may be postponed or declined if the member:

• Has not followed preparation instructions
• Has a tan or recent sun exposure that makes treatment unsafe
• Has an undisclosed or newly identified contraindication
• Refuses required consent or safety procedures
• Is too late for treatment to be completed safely
• Behaves in an abusive, threatening, discriminatory or inappropriate manner

5.19.3An appointment that cannot proceed because the member failed to follow instructions may be treated as used.

5.19.4AURM operates a zero-tolerance policy towards abusive, threatening, discriminatory or inappropriate conduct.

5.20  Treatment outcomes

5.20.1Results differ between individuals and may be affected by:

• Hair colour and thickness
• Skin type
• Hormonal factors
• Medical conditions
• Medication
• Treatment area
• Treatment intervals
• Previous treatment
• Preparation and aftercare compliance

5.20.2AURM does not guarantee:

• Complete hair removal
• Permanent hair removal
• A particular percentage of reduction
• A particular outcome within a set number of sessions

5.20.3Further or maintenance treatments may be recommended after the membership ends. These are not included unless expressly stated.

5.21  Suspension or termination by AURM

5.21.1AURM may suspend or terminate a membership for:

• Material or repeated non-payment
• Fraud or misuse
• Sharing or reselling membership benefits
• Serious or repeated breach of these terms
• Abusive, threatening or unsafe conduct
• Deliberate failure to disclose relevant clinical information

5.21.2Where appropriate, AURM will give the member notice and a reasonable opportunity to remedy the breach.

5.21.3Immediate suspension or termination may apply where necessary to protect staff, clients, the clinic or the member’s safety.

5.21.4Termination by AURM does not remove liability for amounts properly due before termination.

5.22  End of the minimum term

5.22.1The membership covers 12 paid and active membership months.

5.22.2AURM will contact the member before the end of the minimum term to explain the available continuation or renewal options.

5.22.3The membership will not renew into another fixed 12-month commitment unless the member is given the applicable information and actively agrees to that renewal.

5.22.4Any continuation arrangement will be governed by the terms presented to and accepted by the member at that time.

5.23  Changes to services or terms

5.23.1AURM may make reasonable changes where required for:

• Safety or clinical reasons
• Changes in law or regulation
• Payment-processing requirements
• Changes that benefit the member
• Circumstances beyond AURM’s reasonable control

5.23.2AURM will not materially reduce the core paid membership entitlement during the fixed term without offering an appropriate remedy.

5.23.3Members will receive reasonable notice of any material change.

5.24  Privacy

5.24.1AURM will process personal and health information in accordance with its Privacy Notice and applicable data-protection law.

5.24.2Clinical information may be recorded where necessary to assess suitability, deliver treatment safely and maintain appropriate treatment records.

5.24.3Marketing consent is separate from acceptance of the membership agreement and may be withdrawn at any time.

5.25  Complaints

5.25.1A member who is dissatisfied should initially raise the concern with the clinic team so that AURM has an opportunity to resolve it promptly.

5.25.2Formal complaints should be submitted by email to:

contactus@aurmskin.com

5.25.3The email should include:

• The member’s full name
• Contact details
• Membership level
• Appointment or treatment date, if applicable
• A clear description of the complaint
• The resolution being requested
• Any relevant supporting information

5.25.4AURM will acknowledge the complaint and investigate it in accordance with its complaints procedure.

5.25.5If the member remains dissatisfied after receiving the initial response, they may request that the complaint be escalated for management review.

5.26  Liability

5.26.1AURM will provide services using reasonable care and skill.

5.26.2AURM is not responsible for loss caused by:

• Inaccurate or incomplete information supplied by the member
• Failure to follow preparation or aftercare advice
• Risks explained to and accepted by the member as part of informed consent
• Circumstances outside AURM’s reasonable control

5.26.3Nothing in these terms excludes or restricts liability where doing so would be unlawful, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation.

5.27  Governing law and jurisdiction

5.27.1These terms and the membership agreement are governed by the laws of England and Wales.

5.27.2The courts of England and Wales will have jurisdiction, without restricting any right a consumer may have to bring proceedings in another part of the United Kingdom under applicable consumer law.

5.28  Statutory rights

Nothing in this membership guide or these terms excludes, restricts or affects the member’s statutory rights.

If any provision conflicts with a right that cannot legally be excluded, the statutory right will take priority and the remaining provisions will continue to apply.

Membership enquiries and appointments: telephone 01753 520121, email contactus@aurmskin.com, in person at The AURM Clinic, 8 London Road, Slough, SL3 7HG, or online through any official booking facility published by The AURM Clinic.

Freeze requests: email contactus@aurmskin.com at least 14 days before the next payment date.

Membership cancellation: notify the clinic in person and confirm the request in writing by emailing contactus@aurmskin.com.

Complaints: email contactus@aurmskin.com with “Formal Complaint” in the subject line.