Terms & Conditions

Last updated: 4th December 2025

INTRODUCTION

Welcome to The Hair Restoration Doctor, operated by Dr Rachael Kay. By accessing and using our website or services, you agree to comply with and be bound by these Terms and Conditions. If you do not agree, please refrain from using our services or website.

• Services Offered

We provide medical and surgical services related to hair restoration and hair loss management, including online and in-person consultations, diagnostic assessments, surgical hair transplant procedures (FUE / FUT), non-surgical treatments, post-operative care, and access to educational resources and patient support materials.

• Clinical Governance and CQC Compliance

Our clinic operates in accordance with Care Quality Commission (CQC) standards and UK medical regulations.
All procedures are carried out by qualified practitioners registered with the General Medical Council (GMC) or an equivalent regulatory body.
We adhere to the principles of clinical governance, patient safety, transparency, and professional accountability.

• Duty of Candour

If something goes wrong with your care or treatment, we will inform you promptly, explain what has happened, offer an apology where appropriate, and discuss any actions taken to prevent recurrence. We are committed to transparency and honesty in line with professional and regulatory duties.

• Medical Disclaimer

Information provided through this website or during consultations is for general educational purposes only and does not constitute personal medical advice.
A full medical consultation is required to determine individual suitability for treatment.
Results vary between individuals, and specific outcomes cannot be guaranteed.
All procedures carry inherent risks, which will be discussed and documented through the informed-consent process.

• Informed Consent

Before treatment or surgery, each patient must complete a full medical history and consent form.
Risks, benefits, and alternative options are explained to ensure informed decision-making.
Questions are always encouraged, and no treatment proceeds without written consent.

• Consultations and Appointments

Appointments must be booked in advance.
We may need to cancel or reschedule due to unforeseen clinical circumstances.
A non-refundable deposit is required to secure your booking.
Failure to attend without at least 48 hours’ notice may result in forfeiture of the deposit.
Patients must provide accurate and complete medical information for safe care.

• Payment, Fees, and Refunds

Consultation Fees are payable in advance at the time of booking unless otherwise agreed. Fees are confirmed prior to booking.

We may occasionally need to cancel or reschedule your appointment due to unforeseen clinical circumstances.

Appointments cancelled with more than 48 hours notice may be rescheduled to an alternative appointment date.

Appointments cancelled with less than 48hours notice , or failure to attend, will result in the consultation fee being retained.

Refunds cannot be issued for dissatisfaction with results, as these depend on individual biological response and adherence to aftercare.
Prices are subject to change but any confirmed booking will be honoured at the price agreed at booking.

Consultation fees secure a dedicated appointment time with a clinician. Late cancellations prevent this time from being offered to other patients.

• Patient Responsibilities

Patients agree to provide accurate medical information, follow all pre- and post-operative instructions, attend follow-up appointments, and promptly notify the clinic of any relevant medical or medication changes.

• Feedback and Complaints

We welcome feedback at any time and encourage patients to raise minor concerns informally so we can resolve them quickly and improve our service.

Formal complaints can be made in writing to Dr Rachael Causon at info@thehairrestorationdoctor.com or by post.
Complaints are acknowledged within three working days and a full written response is provided within twenty working days.

If you remain dissatisfied after our internal review, you may contact the Parliamentary and Health Service Ombudsman (PHSO).
Independent advocacy and support are available from POhWER (www.pohwer.net) or your local health-advocacy service.

Our complaint-handling process complies with Regulation 16 of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014 and with CQC standards on transparency and candour.
A full Complaints Policy is available on request.
We use all feedback to inform continuous service improvement and staff training.

• Privacy and Data Protection

We comply with the UK GDPR and Data Protection Act 2018.
All medical records and personal information are stored securely and accessed only by authorised staff.
Records are retained for a minimum of eight years for surgical cases in accordance with GMC and legal record-keeping standards.
You may request access, correction, or deletion of your data by contacting info@thehairrestorationdoctor.com.
Please refer to our Privacy Policy for full details.

• Intellectual Property

All website content, text, and images are the property of The Hair Restoration Doctor and protected by copyright and intellectual property law.
Patient before-and-after photographs belong to the clinic and may only be used with written consent.
Content may not be reproduced or modified without prior written permission.

• Advertising, Testimonials, and ASA Compliance

Testimonials reflect individual experiences and do not guarantee similar results.
Before-and-after photographs are illustrative only.
We comply with the Advertising Standards Authority (ASA) and Committee of Advertising Practice (CAP) codes relating to medical and aesthetic advertising.

• Limitation of Liability

We are not liable for indirect, incidental, or consequential damages arising from your use of our services or website.
Total liability for any claim will not exceed the amount paid for the relevant service.
Nothing in these Terms excludes liability for death or personal injury resulting from negligence or fraud.
Nothing in these Terms affects your statutory rights as a consumer.

• Force Majeure

We are not liable for delays or failure to perform obligations due to events beyond our control, such as natural disasters, pandemics, or technical failures.

• Governing Law and Jurisdiction

These Terms are governed by the laws of England and Wales, and any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.

• Changes to These Terms

We may amend these Terms at any time.
Updated versions will be published on our website and take effect immediately upon posting.

• Digital and Communication Consent

By providing your email address or phone number, you consent to receive messages related to your care, appointment reminders, and post-operative follow-ups.
You may withdraw consent for non-essential communications at any time by contacting us.

• Website Use

You agree to use this website only for lawful purposes and not to interfere with its operation or attempt unauthorised access to any systems or data.

If any part of these terms is found to be invalid or unenforceable the remaining provisions remain valid.

• Contact

For all enquiries, please contact:
The Hair Restoration Doctor
Email: info@thehairrestorationdoctor.com