1. CUSTOMER BILL OF RIGHTS

At Skin Reveal Aesthetics, we believe exceptional wellness begins with integrity, shared responsibility, and mutual respect. The following principles guide every experience within our sanctuary.

1.1 Our Code of Ethics

At Skin Reveal Aesthetics, we are guided by science, integrity, and compassion.
We commit to:

• Practicing strictly within the scope of our professional training and certification
• Prioritizing client safety and wellbeing above commercial interest
• Recommending treatments based on genuine clinical need — never pressure or upselling
• Maintaining the highest hygiene, sterilization, and safety standards
• Always protecting client confidentiality
• Communicating honestly about realistic expectations and outcomes

Our responsibility is not only to enhance how you look, but to safeguard how you feel physically, emotionally, and holistically.

1.2 Your Responsibility

Wellness is a partnership. To ensure safe and optimal results, you agree to:

• Provide complete and accurate medical history, including medications, allergies, and underlying conditions
• Inform us of any changes in your health before each treatment
• Follow all pre- and post-treatment instructions carefully
• Arrive on time for scheduled appointments
• Maintain respectful conduct toward staff and other guests
• Communicate immediately if you experience discomfort during treatment

Failure to disclose relevant medical information or adhere to aftercare guidance may affect your results and may limit our ability to proceed safely with treatment.

1.3 The Right to Respect

You will be treated with warmth, dignity, discretion, and professionalism always.

1.4 The Right to Safe, Science-Backed Care

You are entitled to receive treatments delivered by trained professionals using high-quality products, clinically informed techniques, and strict hygiene standards.

1.5 The Right to Transparency

You will receive clear and honest information regarding:

• Treatment processes
• Expected outcomes
• Possible risks or contraindications
• Pricing
• Aftercare recommendations

1.6 The Right to Informed Choice

You have the right to ask questions and make empowered decisions about your treatments. No service will be performed without your informed consent.

1.7 The Right to Privacy

Your personal information and treatment details are handled with strict confidentiality in accordance with Kenya’s data protection standards.

1.8 The Right to Professional Boundaries

All services are conducted within clearly defined professional and ethical guidelines to ensure your safety and comfort.

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2. GIFT CARD PROGRAM TERMS & CONDITIONS

Our gift vouchers are thoughtfully designed to share the gift of wellness, restoration, and science-backed self-care.

All gift vouchers are subject to the following terms:

2.1 General Gift Voucher Terms

• All gift vouchers are valid for six (6) months from the date of purchase.
• Vouchers are not redeemable for cash.
• Vouchers must be presented before treatment begins.
• Advance booking is required and subject to availability.
• If the selected treatment exceeds the voucher value, the balance must be paid prior to service.
• If the treatment value is lower than the voucher value, the remaining balance may be used before expiry.
• Lost, stolen, or damaged vouchers will not be replaced unless proof of purchase is provided and verification is successful.
• Expired vouchers will not be extended unless approved at management discretion.
• Gift vouchers are transferable and may be redeemed by another individual; however, the voucher holder must present the valid voucher details at the time of booking and redemption, and all standard booking, cancellation, and expiry policies will apply.

2.2 Corporate Gift Voucher Purchases

This applies to companies, organizations, and institutions purchasing vouchers for employees, clients, partners, or promotional campaigns.

• Bulk Purchase Terms: Corporate purchases may qualify for structured packages or customized treatment bundles. Full payment must be received before vouchers are issued.
• Custom Branding: Branded or customized vouchers (with company logo or messaging) may require additional processing time. Once designed and approved, branded vouchers are non-refundable.
• Distribution Responsibility: The purchasing organization is responsible for distributing vouchers to recipients. The spa is not responsible for lost or misplaced vouchers once delivered to the organization.
• Booking & Redemption: Voucher holders must book directly with the spa and are subject to availability. Corporate vouchers remain valid for six (6) months unless otherwise agreed in writing.
• Non-Transferable Commercial Use: Corporate vouchers may not be resold or redistributed for commercial gain without written consent from Skin Reveal Aesthetics.

2.3 Individual In-Spa Purchases

• Activation: Vouchers become active on the date of purchase. The purchaser will receive a physical or digital confirmation.
• Refund Policy: Gift voucher purchases are final and non-refundable. Exchanges for services of equal value may be considered before expiry, at management discretion.
• Personal Gifting: The purchaser is responsible for ensuring the recipient books within the validity period.

2.4 Website / Online Gift Voucher Purchases

• Payment Confirmation: Vouchers are issued only after successful payment confirmation.
• Delivery: Digital vouchers will be sent to the email address provided at checkout.
• Technical Issues: Skin Reveal Aesthetics is not responsible for delays caused by incorrect contact information or third-party payment system interruptions.
• Chargebacks & Disputes: Any fraudulent chargebacks or disputed payments will result in automatic voucher cancellation pending investigation.

2.5 Promotional & Discounted Vouchers

• Vouchers purchased during promotional campaigns may carry specific conditions stated at the time of purchase.
• Promotional vouchers cannot be combined with other offers unless explicitly stated.

2.6 Expiry & Extensions

• All vouchers expire six (6) months from purchase date.
• Expired vouchers will not be honoured.
• Extensions may be granted only under exceptional circumstances and at management discretion.

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3. RULES, TERMS & CONDITIONS

To ensure a seamless and serene experience for all guests, the following policies apply:

3.1 Appointments

All services are by appointment. We encourage early booking, especially for corrective, laser, and advanced technology-based treatments.

3.2 Late Arrivals

Arriving late may result in a cancelled session to preserve the schedule of other guests. The full-service fee may still apply.

3.3 Booking Fee Policy (KES 2,000)

A KES 2,000 booking fee is required to confirm all appointments. This fee secures your reserved time and is fully redeemable toward your selected service or treatment on the day of your visit. The booking fee is non-refundable except where cancellation is made in accordance with the policy below.

3.4 Cancellations, Rescheduling & No-Shows

A minimum of 24 hours’ notice is required to cancel or reschedule an appointment.

• Cancellations made at least 24 hours before the appointment will allow the booking fee to be transferred to a new date.
• Cancellations made less than 24 hours before the appointment will result in forfeiture of the booking fee.
• Failure to attend an appointment without prior communication (no-show) will result in automatic forfeiture of the booking fee.
• One reschedule is permitted per booking; any additional reschedule will require a new booking fee.

3.5 Medical Disclosure

Clients must disclose all relevant medical history, medications, allergies, and skin conditions prior to treatment. This ensures safety and optimal results.

3.6 Results Disclaimer

Individual results vary depending on skin type, lifestyle, adherence to aftercare, and biological response. While we combine science and expertise, specific outcomes cannot be guaranteed.

3.7 Conduct Policy

To preserve our sanctuary environment, any inappropriate, abusive, or disruptive behaviour will result in immediate termination of services without refund.

3.8 Refund Policy

At Skin Reveal Aesthetics, we are committed to providing every client with safe, high-quality care and an exceptional treatment experience.

As our services involve professional time, expertise, and products that are consumed during treatment, all services are non-refundable once they have been performed.

We understand that every client’s experience and skin journey is unique. If you have any questions, concerns, or are dissatisfied with any aspect of your treatment, we encourage you to contact us as soon as possible. Our team will gladly arrange a consultation with one of our qualified practitioners to listen to your concerns, assess your individual needs, and discuss the most appropriate recommendations or next steps.

While refunds cannot be provided for completed services, we are committed to working with you in a respectful, compassionate, and professional manner to address any genuine treatment-related concerns and help you achieve the best possible outcome.

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4. OUT-OF-SPA WELLNESS AND SKIN TREATMENTS

We offer select wellness massage and skin treatments at client-approved locations outside our spa, within Nairobi and surrounding areas, subject to availability and prior arrangement.

4.1 Eligibility & Booking

Out-of-spa treatments are available by advance booking only and must be confirmed prior to the appointment date. A booking fee or full payment may be required before the therapist or professional departs.

4.2 Client Readiness

Clients must be ready to receive the service when the attendant or professional arrives. Delays caused by client unpreparedness may result in cancelled sessions or additional fees.

4.3 Environment Requirements

The client must provide a clean, safe, quiet, and appropriate space that allows the professional to perform the treatment comfortably and effectively.

4.4 Right to Decline or Terminate Service

We reserve the right to decline or immediately discontinue a session if the environment is deemed unsafe, unsuitable, or inconsistent with our professional standards.

4.5 Travel Fees

A transport or travel fee may apply depending on the location within or outside Nairobi.

4.6 Client Responsibility

Clients are responsible for ensuring adequate space, accessibility, and, where necessary, a stable power supply for any equipment required for the service.

4.7 Professional Conduct

All services are delivered under strict professional and ethical boundaries. Any inappropriate conduct will result in immediate termination of the session without refund.

4.8 Limitation of Liability

Skin Reveal Aesthetics shall not be liable for injuries, damages, or interruptions arising from unsafe premises or external environmental factors beyond our control.

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5. NON-DISCRIMINATION & GENDER IDENTITY POLICY

At Skin Reveal Aesthetics, wellness is for everyone. We are committed to creating an inclusive, welcoming, and affirming environment where every guest feels safe, respected, and valued.

5.1 Equal Access

We provide full access to all services and treatments without discrimination based on:

• Gender or gender identity
• Sexual orientation
• Race or ethnicity
• Religion or belief
• Age or disability
• Marital status or other personal characteristics

5.2 Respect for Identity

All clients will be addressed using their preferred name and pronouns. Our staff are trained to honour everyone’s identity with dignity and professionalism.

5.3 Safe and Affirming Space

We maintain a sanctuary where everyone can enjoy treatments, wellness, and relaxation free from bias, harassment, or judgment. Our commitment is to uphold an environment rooted in respect, compassion, and inclusivity.

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6. COMMUNICATION POLICY

6.1 Introduction

At Skin Reveal Aesthetics, we are committed to maintaining clear, respectful, and professional communication with all our clients. This policy outlines how we collect and use your contact information when you engage with our services.

6.2 Consent to Communication

By booking an appointment, visiting our clinic, or completing any consultation or inquiry form, you consent to the collection and use of your personal contact information, including your phone number and email address.

6.3 Use of Personal Information

Your contact details may be used to send clinic-related communications, including educational content, promotional content, and official clinic communications.

6.4 Communication Channels

We may contact you through phone calls, SMS or WhatsApp messages, and email.

6.5 Privacy & Data Protection

Your personal information will be treated with strict confidentiality and not be sold or shared with unauthorized third parties.

6.6 Opt-Out Option

You may opt out of receiving promotional communications at any time by notifying us directly. You may still receive essential service-related communications.

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7. PRODUCT SALE POLICY

At Skin Reveal Aesthetics, we are committed to delivering high-quality, clinically approved skincare products that support your treatment journey and results.

7.1 General Policy

All products stocked at Skin Reveal Aesthetics are carefully curated and recommended based on professional skin consultations.

7.2 Returns & Exchanges

Products may be returned within 24 hours of purchase if the product seal remains intact, packaging is original, and the product has not been used.

7.3 Non-Returnable Items

Opened or used products, products with broken seals, and promotional items (unless defective) are non-returnable.

7.4 Defective or Damaged Products

Defective products must be reported within 24 hours and will be assessed for replacement or store credit.

7.5 Refund Policy

Approved returns will be processed as store credit or product exchange. Cash refunds are at management discretion.

7.6 Product Usage Responsibility

Skin Reveal Aesthetics is not liable for adverse reactions resulting from misuse or failure to follow prescribed routines.

7.7 Pricing & Payments

All prices are in Kenyan Shillings (KES). Full payment is required at the time of purchase.

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8. POLICY UPDATES

Skin Reveal Aesthetics reserves the right to update or amend these policies at any time to reflect regulatory requirements, clinical best practices, business operations, and client safety standards.

All updated policies will be published on our official website. Continued use of our services constitutes acceptance of the most current Terms and Conditions.

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