Terms & conditions

2. Making an appointment

You make an appointment through the online calendar on our website, by phone, via WhatsApp or at the clinic. When you book online you receive a confirmation by email straight away; that makes the appointment final. Check the confirmation and let us know if anything is wrong.

You make sure your name, email address and phone number are correct so that we can reach you about your appointment. As a service we send a reminder by email 24 hours in advance; if for any reason it does not arrive, the appointment still stands.

At your first visit we schedule a free, no-obligation consultation. If you book a treatment online straight away, we do the consultation immediately before that treatment.

3. Consultation and your duty to inform us

Laser hair removal is safe when we know your skin and health well. Before the first treatment we therefore discuss your skin type, hair colour, wishes and possible contraindications, and record them in your file with your consent (see our privacy statement).

Before every treatment you are obliged to inform us fully and truthfully about anything that may affect the treatment, and to tell us about any changes. Think of:

• medication, in particular photosensitising drugs, antibiotics and isotretinoin;
• pregnancy, trying to conceive, or breastfeeding;
• skin conditions, scars, tattoos or permanent make-up in the treatment area;
• recent exposure to sun, sunbeds or self-tanner;
• epilepsy, diabetes, a pacemaker, (previous) skin cancer or another serious condition;
• an active infection, open wounds or a cold sore in the treatment area.

4. Adjusting or refusing a treatment

Where there is a contraindication or doubt about your safety we may adjust, postpone or refuse a treatment, and we may ask you for a statement from your doctor first. We always do this in the interest of your health; it gives no right to compensation.

If you withhold information or provide incorrect information, the consequences are at your own expense and risk.

5. Age

We treat people aged 18 and over. If you are under 18 we treat you only with the written consent of your parent or guardian, who attends the consultation and accepts these terms with you.

6. Preparation and aftercare

A good result starts with you. We give you instructions at the consultation and after every treatment; following them is your responsibility. The main rules:

• Shave the treatment area 24 hours in advance. If the area is not shaved we may not be able to treat it; rescheduling then counts as a cancellation within 24 hours (article 7).
• Avoid sun, sunbeds and self-tanner in the two weeks before and after the treatment, and protect treated areas daily with a high-factor sunscreen.
• Do not wax, epilate or thread the area in the four weeks before the treatment; the hair root must be present. Shaving is fine.
• Come without make-up, cream, deodorant or perfume on the treatment area.
• Redness, mild swelling or a warm feeling after the treatment are normal and usually disappear within hours to days. Contact us straight away if you have an unexpected or persistent reaction, so we can advise you.

7. Rescheduling and cancelling

Rescheduling or cancelling is free of charge up to 24 hours before your appointment, by phone, via WhatsApp or by email. If you cancel later or do not turn up without notice, we may charge for the reserved time up to the full price of the planned treatment. With a package we may instead count the missed session as used.

If you demonstrably cannot come because of force majeure, such as sudden illness or an accident, we charge nothing. We also charge nothing for a missed free consultation, but after repeated no-shows we may refuse a new appointment.

If you arrive late, the lost time comes off your treatment time; the full price remains due. If you are more than 15 minutes late the treatment may no longer be carried out properly that day and we reschedule the appointment; this then counts as a cancellation within 24 hours.

If we have to reschedule an appointment ourselves, for example because of illness or an equipment fault, we let you know as soon as possible and offer you a new slot. No further compensation is due.

8. Booking online

When you book through our website you enter into a distance contract for a treatment on a date and time you choose yourself. You pay nothing online; payment takes place at the clinic. Article 7 applies to rescheduling and cancelling an appointment booked online.

By booking an appointment that takes place within the statutory 14-day cooling-off period, you expressly request us to carry out the treatment within that period. Once the treatment has been carried out, you can no longer withdraw from the agreement for it.

9. Treatments and results

We carry out every treatment carefully and professionally, with the GentleMax Pro® and in accordance with the manufacturer's instructions. In doing so we undertake an obligation of effort, not of result: the outcome of laser hair removal differs from person to person and depends among other things on skin type, hair colour and thickness, hormones, medication and how well the instructions are followed.

A long-lasting result usually takes 6 to 10 treatments, spaced a few weeks to two months apart. Laser hair removal reduces hair growth permanently, but we cannot guarantee skin without a single hair; a maintenance treatment may also be needed later. Grey, white, red and very light blond hair contains too little pigment and responds little or not at all to the laser.

We set the equipment based on your skin and hair and may adjust the treatment plan along the way if that is needed for your safety or the result.

10. Prices and payment

All prices on our website and at the clinic are in euros and include VAT. The price shown on the website at the time of booking applies to an appointment; price changes do not apply to appointments already scheduled. Obvious errors in prices do not bind us.

You pay at the clinic, immediately after the treatment, unless we have agreed otherwise (see article 11 for packages). You receive your invoice by email.

If you do not pay an invoice on time we first send a reminder. If payment still fails to arrive, we may charge statutory interest and statutory collection costs and suspend new appointments until the outstanding amount has been paid.

11. Packages and paying in instalments

A package consists of 8 treatments of the same area or combination of areas, of which you pay for 7 and get 1 free. A package is personal and not transferable.

You pay for a package in one go or in 5 equal instalments, one every 2 months, matching the treatment interval. The instalments continue for as long as the package runs, even if you reschedule a treatment. If payments fall behind, treatments can only continue once the arrears have been paid.

A package is valid until 12 months after your last treatment from that package. If you temporarily cannot be treated, for example because of pregnancy, medication or another medical reason, we pause the package in consultation with you and extend its validity. Unused treatments are not refunded in cash.

If you want to stop early yourself, we settle the treatments already received at the single-treatment price and refund any amount you have overpaid; any shortfall is paid by you. If it turns out during the package that continuing is not medically responsible, we look for a suitable solution together, such as transferring to another area or refunding the unused part.

12. Discounts and promotions

New clients receive 10% off their first treatment, and anyone combining several areas in one appointment receives a 10% combination discount. Discount codes we send by email are personal, single-use, valid until the stated date and not redeemable for cash. Whether discounts and promotions can be combined is stated with the promotion.

13. Records, photographs and privacy

We keep a record of your consultation, your treatments and the settings used, so that every next treatment safely builds on the previous one. With your consent we take photographs of the treatment area for your record. These photographs are visible only to our staff and are never published, not even anonymously, without a separate written consent from you.

How we handle your data, which rights you have and how long we keep data is set out in our privacy statement, which forms part of these terms.

14. Liability

We are liable for damage that is the direct result of a failure in the treatment attributable to us. Our liability is limited to the amount our liability insurance pays out in the case concerned or, if the insurance does not pay out, to the price of the treatment concerned. This limitation does not apply in the event of intent or deliberate recklessness on our part.

We are not liable for damage resulting from incorrect or incomplete information from you, from not following our preparation and aftercare instructions, or from skin reactions that can occur despite a carefully performed treatment and about which we informed you beforehand. We are not liable for indirect damage such as loss of income.

Report damage or a complaint about a treatment as soon as possible, so that we can help and assess the cause.

15. Conduct and safety

We treat you with respect and expect the same from you towards our staff and other clients. No photographs or videos are taken in the treatment room without permission. In the event of inappropriate behaviour, intimidation or aggression we may end a treatment and refuse further appointments; the planned treatment remains payable.

16. Complaints

Not satisfied? Let us know as soon as possible, preferably within 7 days of the treatment, at info@celestiaclinic.nl or 06 4119 6103. We take every complaint seriously, respond within 14 days and look for a suitable solution together with you.

If we cannot resolve it together, you can submit your complaint to the independent complaints officer and disputes body we are affiliated with under the Dutch Healthcare Quality, Complaints and Disputes Act (Wkkgz); we give you their contact details when you complain. Reports about cosmetic care can also be made to the National Healthcare Reporting Centre (Landelijk Meldpunt Zorg) of the Dutch Health and Youth Care Inspectorate. For complaints about your personal data you can contact the Dutch Data Protection Authority.

17. Applicable law

Dutch law applies to all agreements with us. Disputes that are not resolved between us or through the disputes body are submitted to the competent court, with due observance of the statutory rules for consumers.