TERMS OF SERVICE
TERMS & CONDITIONS – THE SANA CLINIC
Last updated: 27/11/25
1. Introduction
These Terms & Conditions govern all treatments, bookings, and interactions with The Sana Clinic, operated by Mohajer Medical LTD, and led by Dr Thana’a Mohajer, a GMC-registered doctor (GMC No. 7602228) practising medical aesthetics in Central London.
By booking an appointment, using our website, or receiving treatment, you agree to these Terms & Conditions.
2. Appointment Booking, Payment, Refunds & Complications
2.1 Deposits & Payments
A deposit is required to secure all appointments.
Full payment may be made prior to the appointment or on the day after the appointment, unless a different arrangement has been agreed in writing.
2.2 Additional Product During Treatment
On rare occasions, more product may be needed to achieve the best clinical outcome.
This will be explained before administration.
Costs will be clearly communicated.
If the patient agrees, the additional amount will be added to the treatment fee.
If the patient declines, the practitioner will work within the original treatment plan.
2.3 Third-Party Finance
If using any third-party “Buy Now, Pay Later” or similar finance provider, the patient accepts full responsibility for ensuring all payments reach The Sana Clinic. Liability for repayments lies solely between the patient and the finance provider.
2.4 Refunds After Treatment
Due to the medical and aesthetic nature of treatments, refunds cannot be offered once a procedure has been performed.
This includes (but is not limited to):
Dissatisfaction with cosmetic results
Natural variation in treatment longevity
Known and consented risks
Changes in personal expectations after treatment
2.5 Management of Complications
If a complication or adverse outcome occurs, The Sana Clinic will provide all necessary clinical reviews, management, and follow-up care free of charge, including assessment, monitoring, and appropriate evidence-based treatment.
However, financial reimbursement or refunds are not provided, as outcomes vary between individuals and complications are recognised inherent risks of medical aesthetic procedures.
3. Cancellation, Rescheduling & No-Show Policy
3.1 Cancellations
Cancellations 48 hours or more before the appointment → full refund of deposit.
Cancellations within 48 hours → deposit is forfeited to cover clinic rental, materials, and loss of clinical time.
3.2 Rescheduling
Rescheduling is allowed up to 48 hours before the appointment.
Patients may reschedule twice only.
Further rescheduling is not permitted; cancellations after the limit will result in loss of deposit.
3.3 Late Arrivals
Please arrive 10 minutes early.
Arrivals over 10 minutes late may require rescheduling due to the structured timetable of the clinic.
We will try to accommodate lateness where possible, but this cannot be guaranteed.
Patients should contact the clinic as soon as possible if running late.
3.4 Same-Day Rescheduling (If Approved)
Occasionally, if there are no other available appointment times on the day, The Sana Clinic will endeavour to accommodate your appointment and may offer to extend clinic hours to be able to do this. If offered and accepted, same-day rescheduling resulting in extension of clinic hours will incur a £50 fee to cover extended clinic hours and rental. If an appropriate slot is available within clinic hours, this will be offered free of charge.
3.5 No-Show Policy
If a patient does not attend their appointment:
The deposit is forfeited.
A new deposit is required for future bookings.
After two no-shows, the clinic may refuse further appointments.
4. Patient Responsibilities
4.1 Accurate Information
Patients must ensure all personal, medical, and contact information provided is true, accurate, and up to date.
4.2 Updating Medical or Contact Details
Patients must notify the clinic immediately of any changes to:
Medical history
Medications
Allergies
Contact details (email, phone, address)
The clinic is not responsible for complications or communication issues resulting from outdated information.
5. Treatment by Other Practitioners
Some non-prescription or skincare treatments may be performed by other qualified, trained, and fully insured practitioners.
These practitioners hold full professional liability for the services they provide.
The Sana Clinic and Mohajer Medical LTD are not liable for practitioner-specific outcomes.
Patients may request treatment exclusively from the doctor and have the right to decline treatment from any practitioner.
6. Photography, Videography & Consent
6.1 Mandatory Medical Photography
Before-and-after photographs are required for medical documentation and safety records.
They are securely stored and not used for marketing without additional consent.
6.2 Optional Marketing Consent
Separate consent will be sought for use of images/videos on:
The Sana Clinic website
Social media channels
Educational or marketing materials
Dr Thana’a’s professional social media accounts
Consent is optional and not required to receive treatment.
6.3 Adjusted or Anonymous Marketing Images
Patients may request:
That their eyes or identifiable features be concealed,
To approve images before use, or
To decline all marketing use.
6.4 Withdrawal of Consent
Patients may withdraw marketing consent at any time by emailing the clinic.
Images will be removed as quickly as possible and always within 14 days.
This withdrawal does not apply to images needed for medical records.
7. Follow-Up Appointments
7.1 General Follow-Ups
Some treatments require review appointments. The patient must ensure they are able to attend these when recommended.
7.2 Botulinum Toxin Follow-Up Policy
For anti-wrinkle treatments with Botulinum Toxin:
Follow-up must occur strictly between 10–14 days after administration.
Adjustments outside this timeframe are not clinically appropriate.
Follow-ups may be offered at an alternative clinic locationin order to be able to accommodate for this if there are no appropriate clinic dates available at the location of your original treatment. Locations would be no longer than an hour away from the original treatment location.
7.3 Patient Responsibility
Failure to attend the review within the 10–14 day window means:
No revision, top-up, or adjustment will be offered, because:
Toxin effects vary beyond 14 days
Late dosing increases risk of antibody formation and resistance
It reduces precision and predictability of outcomes
7.4 Other Treatment Follow-Ups
Follow-up requirements for fillers, skin treatments, or other aesthetic procedures will be provided on a case-by-case basis.
8. Behaviour, Conduct & Zero-Tolerance Policy
The Sana Clinic is committed to maintaining a safe and respectful clinical environment.
We operate a strict zero-tolerance policy regarding:
Violence
Aggression
Harassment or intimidation
Verbal abuse
Threatening behaviour
Discriminatory language
Attempts to damage the clinic’s, company’s, or doctor’s professional reputation
Such behaviour is taken extremely seriously and may result in:
Immediate refusal of treatment
Termination of the patient–clinic relationship
Reporting to authorities
Legal action where appropriate (including defamation or harassment proceedings)
9. Liability
The Sana Clinic is not liable for:
Undisclosed medical conditions
Failure to follow aftercare instructions
Variability in expected treatment outcomes
Delays caused by circumstances outside clinic control
Treatments performed by independent practitioners
Complications arising from inaccurate or withheld medical information
10. Governing Law
These Terms & Conditions are governed by the laws of England and Wales.
Any disputes will be handled exclusively under UK jurisdiction.
11. Contact Information
For any queries regarding these Terms & Conditions, please contact:
The Sana Clinic
Email: mohajer.medical@gmail.com
Website: www.thesanaclinic.com