Terms & Conditions

YÈMAYA LONDON GROUP

 

MASTER CLIENT AGREEMENT & TERMS OF SERVICE

 

Document Control

 

• Version: 1.0

• Effective Date: 16 August 2026

• Last Reviewed: 16 August 2026

 

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PART 1 — INTRODUCTION

 

1. Welcome

 

Welcome to the YÈMAYA London Group.

 

This Master Client Agreement & Terms of Service (“Agreement”) sets out the terms under which we provide all products, services, treatments, memberships, programmes, studio hire, education, digital products and related services.

 

This Agreement has been created to ensure transparency, protect both our clients and our businesses, establish clear expectations, and support the safe, ethical and professional delivery of all services.

 

We encourage every client to read this Agreement carefully before making a booking or purchase.

 

By proceeding with any booking, payment, consultation, treatment, membership, programme, course, studio hire or other service provided by us, you confirm that you have read, understood and agreed to this Agreement.

 

This Agreement forms the contractual basis of all services provided by the YÈMAYA London Group unless separate written terms expressly state otherwise.

 

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2. Companies Covered by this Agreement

 

This Agreement applies to all services provided by the YÈMAYA London Group, including but not limited to:

 

YÈMAYA LONDON BEAUTY LTD

Company Number: 13624885

 

YÈMAYA LONDON SCHOOL OF BEAUTY LTD

Company Number: 14996080

 

YLB STUDIO LTD

Company Number: 16843798

 

Trading from:

 

324 Streatham High Road

London

SW16 6HH

United Kingdom

 

Email:

info@yemayalondonbeauty.com

 

Throughout this Agreement, these businesses are collectively referred to as:

 

“YLB”

“YÈMAYA London”

“YÈMAYA London Group”

“we”

“our”

“us”

 

This Agreement shall also apply to:

 

• any subsidiary company;

• any future company incorporated under the same ownership or management;

• any future trading name;

• any associated brand;

• any affiliated business;

• any successor business operating under the YÈMAYA London Group,

 

unless separate written terms expressly apply.

 

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3. Scope of this Agreement

 

This Agreement governs all current and future products and services offered by the YÈMAYA London Group.

 

These include, but are not limited to:

 

Clinical Services

 

• Skin Transformation Assessments

• Hair Transformation Assessments

• Clinical Consultations

• Skin Treatments

• Hair Treatments

• Laser Treatments

• Injectable Treatments

• Wellness Treatments

• Body Treatments

• Scar Treatments

• Stretch Mark Treatments

• Post-Operative Treatments

• Prescription Skincare Services

• Clinical Reviews

• Follow-Up Appointments

• Clinical Photography

• AI-assisted clinical assessments and reporting (where applicable)

 

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Memberships

 

This Agreement applies to all monthly memberships, annual memberships and future membership products introduced by YLB.

 

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Clinical Programmes

 

Including, but not limited to:

 

• Skin Transformation Programmes

• Hair Recovery Programmes

• Scar Recovery Programmes

• Stretch Mark Programmes

• Post-Operative Recovery Programmes

• Wellness Programmes

• Any future clinically guided programmes.

 

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Education

 

• Accredited Training Courses

• Workshops

• Masterclasses

• Mentorship Programmes

• Business Consultancy

• Educational Events

• Online Education

 

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Retail & Digital Products

 

• Skincare

• Haircare

• Supplements

• Retail Products

• Prescription Products

• Digital Products

• Online Courses

• Gift Cards

• Store Credit

• Future retail products.

 

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Studio Hire

 

This Agreement also governs the hire and use of YLB Studio, including:

 

• Photography Hire

• Videography Hire

• Podcast Recording

• Content Creation

• Business Events

• Workshops

• Venue Hire

• Equipment Hire

• Creative Productions

• Any future studio services.

 

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Future Services

 

This Agreement shall automatically apply to any new products, services, memberships, programmes or businesses introduced by the YÈMAYA London Group unless separate written terms expressly state otherwise.

 

Where a client purchases multiple services, all relevant sections of this Agreement shall apply simultaneously.

 

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4. Acceptance of this Agreement

 

By:

 

• making a booking;

• making a payment;

• signing a consent form;

• accepting an invoice;

• accepting a quotation;

• completing an online purchase;

• ticking an online acceptance box;

• joining a membership;

• enrolling on a programme;

• hiring the studio;

• attending an appointment; or

• otherwise engaging with the YÈMAYA London Group,

 

you confirm that:

 

• you have read this Agreement in full;

• you understand this Agreement;

• you have had the opportunity to ask questions before proceeding;

• you agree to be legally bound by these Terms;

• you understand that different sections of this Agreement apply depending on the services you purchase.

 

Where an individual books or purchases services on behalf of another person or organisation, they confirm they have the authority to enter into this Agreement on behalf of that individual or organisation.

 

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5. Our Clinical Philosophy

 

The YÈMAYA London Group operates as a medically led skin, hair and wellness provider.

 

Our philosophy is centred on achieving safe, ethical, evidence-informed and long-term outcomes rather than short-term cosmetic fixes.

 

We believe in treating the individual rather than simply addressing the visible symptom.

 

All treatment recommendations are based upon:

 

• clinical assessment;

• practitioner judgement;

• medical history;

• treatment suitability;

• client safety;

• best practice;

• individual goals.

 

Treatment plans are dynamic and may evolve throughout a client’s journey.

 

For this reason:

 

• treatment plans may change;

• treatment frequency may change;

• treatment types may change;

• products may change;

• recommendations may change,

 

where our practitioners believe it is clinically appropriate to do so.

 

No client is guaranteed any specific treatment simply because it has previously been discussed, advertised or requested.

 

The treating practitioner always retains the final clinical decision regarding treatment suitability.

 

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6. Definitions

 

For the purposes of this Agreement:

 

Agreement means this Master Client Agreement & Terms of Service.

 

Client means any individual receiving or purchasing products or services from the YÈMAYA London Group.

 

Membership means any recurring monthly or annual membership.

 

Programme means any structured clinical programme delivered over a defined period.

 

Membership Cycle means the monthly period beginning on the membership commencement date and ending the day before the next monthly anniversary.

 

Treatment Allocation means the treatment(s) assigned to a client within a membership cycle or programme cycle.

 

Clinical Onboarding Fee means the onboarding fee payable when joining a membership where applicable.

 

Practitioner means any authorised clinician, nurse, therapist, educator, trainer or member of staff acting on behalf of YLB.

 

Clinic means any premises operated by the YÈMAYA London Group now or in the future.

 

Studio Hirer means the individual or organisation responsible for a studio booking.

 

Good Standing means a client who remains compliant with this Agreement, including payment obligations, appointment policies, respectful conduct and clinic procedures.

 

Written Notice means notice submitted by email to the official YLB email address.

 

Communications made via WhatsApp, SMS, Instagram, Facebook, telephone or verbal conversation shall not constitute formal written notice unless expressly acknowledged by YLB in writing.

 

Working Day means Monday to Friday excluding public holidays in England and Wales.

 

Perfect. From now on I’m writing this as if I’m drafting the policy manual for a premium private medical clinic. I’ll also build in things that most clinics forget, so we don’t have to keep revisiting sections later.

 

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PART 2 — GENERAL CLIENT POLICIES

 

7. Consultations & Clinical Assessments

 

All new clients must undergo the appropriate consultation or clinical assessment before commencing treatment, unless YLB confirms in writing that one is not required.

 

Consultations and assessments are designed to:

 

• understand your concerns and goals;

• review your medical history and lifestyle where relevant;

• assess treatment suitability;

• identify any contraindications or safety concerns;

• explain treatment options, risks, benefits and limitations;

• create a personalised treatment plan where appropriate.

 

Consultations and assessments do not guarantee treatment will be carried out on the same day.

 

YLB reserves the right to decline, postpone or modify treatment following consultation where clinically appropriate.

 

Consultation fees are non-refundable unless otherwise stated.

 

Where consultation fees are redeemable against treatment, this will be clearly stated at the time of booking.

 

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8. Bookings

 

Appointments may be booked:

 

• online;

• by telephone;

• by email;

• in person;

• via WhatsApp (where offered);

• through any authorised booking platform used by YLB.

 

Appointments are not confirmed until:

 

• payment has been received where required; and/or

• confirmation has been issued by YLB.

 

YLB reserves the right to decline or cancel any booking where:

 

• incorrect information has been provided;

• payment has not been received;

• the requested treatment is unsuitable;

• practitioner availability changes;

• equipment failure occurs;

• circumstances arise outside our reasonable control.

 

Where YLB cancels an appointment due to circumstances within our control, clients will be offered an alternative appointment or an appropriate refund where required by law.

 

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9. Pricing

 

All prices are displayed in Pounds Sterling (£).

 

Prices may change at any time without prior notice.

 

However:

 

• confirmed bookings remain at the price agreed at the time of booking;

• future appointments may be charged at current pricing.

 

Pricing errors may occasionally occur.

 

Where an obvious pricing error has occurred, YLB reserves the right to correct the error before confirming the booking.

 

Prices shown on promotional material are valid only for the stated promotion period.

 

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10. Payments

 

Payment may be made using approved payment methods offered by YLB.

 

These may include:

 

• debit cards;

• credit cards;

• bank transfer;

• authorised finance providers;

• approved payment plans;

• online payment links;

• gift cards;

• store credit.

 

Payment is due at the time specified by YLB.

 

Failure to make payment may result in:

 

• cancellation of appointments;

• suspension of services;

• suspension of memberships;

• refusal of future bookings;

• recovery of outstanding sums.

 

Returned bank charges, chargeback fees or payment processing costs resulting from unsuccessful or reversed payments may be charged to the client where legally permissible.

 

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11. Deposits

 

Certain appointments require a booking deposit.

 

Deposits secure appointment time and practitioner availability.

 

Unless otherwise stated:

 

• deposits are non-refundable;

• deposits may be transferred only in accordance with the cancellation policy;

• deposits form part of the total treatment price and are not an additional fee.

 

Failure to attend an appointment or cancellation outside the permitted notice period may result in forfeiture of the deposit.

 

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12. Refund Policy

 

YLB operates a no cash refund policy except where a refund is required by applicable consumer law.

 

Due to the nature of aesthetic, clinical, educational and digital services:

 

• completed treatments are non-refundable;

• partially completed treatment packages are non-refundable;

• memberships are subject to the Membership Agreement;

• programmes are subject to the Programme Agreement;

• training courses are subject to the Training Terms;

• digital products are non-refundable once accessed.

 

Where YLB agrees that a remedy is appropriate, this may include:

 

• correction treatment;

• clinic credit;

• replacement products;

• alternative services;

 

rather than a monetary refund.

 

Nothing within this Agreement affects your statutory rights under the Consumer Rights Act 2015 or any other applicable consumer legislation.

 

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13. Store Credit & Gift Cards

 

Store credit and gift cards:

 

• have no cash value;

• cannot be exchanged for cash;

• are non-transferable unless expressly stated otherwise;

• may not be used in conjunction with certain promotions;

• cannot normally be redeemed against model appointments unless authorised by YLB.

 

Store credit is issued based on the amount actually paid by the client.

 

Any expiry period will be stated at the time of issue.

 

Lost, stolen or expired gift cards may not be replaced.

 

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14. Promotional Offers & Discounts

 

From time to time YLB may offer:

 

• introductory offers;

• promotional pricing;

• seasonal campaigns;

• model rates;

• membership offers;

• package promotions;

• referral rewards;

• loyalty rewards.

 

Unless expressly stated:

 

• promotions cannot be applied retrospectively;

• only one offer may be used per transaction;

• promotions cannot be exchanged for cash;

• promotional bookings remain subject to all standard policies.

 

YLB reserves the right to amend or withdraw promotions at any time.

 

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15. Quotes & Treatment Plans

 

Any quotation, estimate or treatment plan provided by YLB is based upon the information available at the time of consultation.

 

Clinical recommendations may change following:

 

• further assessment;

• treatment response;

• changes in medical history;

• changes in client goals;

• new contraindications;

• safety considerations.

 

Treatment plans are intended as clinical guidance and should not be interpreted as a guarantee that specific treatments will be carried out.

 

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16. Communication

 

YLB aims to provide clear and timely communication.

 

Clients are responsible for ensuring that:

 

• their contact details remain accurate;

• emails from YLB are not blocked by spam filters;

• appointment reminders are reviewed promptly.

 

YLB may communicate using:

 

• email;

• telephone;

• SMS;

• WhatsApp;

• secure online systems.

 

Failure to receive reminders or communications does not remove the client’s responsibility to attend appointments, make payments or comply with this Agreement.

 

Formal notices, including membership cancellations and complaints, must be submitted in accordance with the relevant sections of this Agreement

 

Perfect. I actually think adding Client Responsibilities here is the right place. It creates a fair balance before we move into cancellations and attendance.

 

From now on, I’m writing this as if it’s going to become the official legal handbook for the YÈMAYA London Group.

 

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PART 3 — CLIENT RESPONSIBILITIES

 

17. Client Responsibilities

 

To help us provide safe, effective and high-quality services, clients agree to:

 

• provide complete, accurate and honest information regarding their medical history, medications, allergies, previous treatments and any other information relevant to their care;

• promptly inform YLB of any changes to their medical history, pregnancy status, medications or health that may affect treatment;

• follow all pre-treatment, homecare and aftercare instructions provided by YLB;

• attend appointments on time;

• maintain respectful and professional behaviour towards all staff, clients and visitors;

• keep their contact details and payment information accurate and up to date;

• review appointment confirmations and reminders promptly;

• raise any concerns with YLB as soon as reasonably possible to allow us the opportunity to investigate and resolve them.

 

Failure to comply with these responsibilities may result in treatment being postponed, modified or declined where necessary for safety or operational reasons.

 

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18. Medical Disclosure

 

Clients are responsible for providing complete and accurate information regarding their:

 

• medical history;

• medications;

• allergies;

• pregnancy or breastfeeding status;

• previous cosmetic procedures;

• previous laser treatments;

• previous surgical procedures;

• skin conditions;

• hair and scalp conditions;

• infectious diseases;

• recent illnesses;

• any other information relevant to treatment.

 

Failure to disclose relevant information may result in:

 

• treatment cancellation;

• treatment postponement;

• modification of the treatment plan;

• increased risk of complications;

• reduced treatment effectiveness.

 

YLB accepts no responsibility for complications arising from information that has not been disclosed by the client.

 

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19. Respectful Conduct

 

YLB is committed to providing a safe, welcoming and respectful environment for clients and staff.

 

Clients must not:

 

• behave in an abusive, aggressive or threatening manner;

• use discriminatory, offensive or inappropriate language;

• harass, intimidate or bully staff or other clients;

• attend appointments whilst under the influence of illegal drugs or excessive alcohol;

• intentionally damage clinic or studio property;

• film or record staff or other clients without prior permission.

 

YLB operates a zero-tolerance policy towards abusive or threatening behaviour.

 

Where such behaviour occurs, we reserve the right to:

 

• immediately end the appointment;

• refuse treatment;

• terminate memberships or programmes;

• refuse future bookings;

• request the individual leaves the premises;

• involve the police where appropriate.

 

No refunds or compensation will be provided where services are terminated due to unacceptable behaviour.

 

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20. Personal Property

 

Clients are responsible for their own personal belongings whilst attending YLB premises.

 

YLB accepts no responsibility for:

 

• loss;

• theft;

• accidental damage

 

to personal belongings unless caused by our negligence.

 

Clients are encouraged to avoid bringing valuable items unless necessary.

 

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21. Communication Responsibilities

 

Clients are responsible for ensuring that:

 

• their email address remains current;

• their telephone number remains current;

• payment details remain valid;

• appointment reminders are reviewed;

• emails from YLB are not redirected to junk or spam folders where reasonably possible.

 

Failure to receive reminders, confirmations or payment notifications does not remove the client’s responsibility to attend appointments or comply with this Agreement.

 

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PART 4 — APPOINTMENT POLICIES

 

22. Appointment Bookings

 

Appointments are allocated specifically for each client and practitioner.

 

By booking an appointment, clients acknowledge that YLB reserves dedicated clinical time, facilities and resources exclusively for them.

 

For this reason, cancellation and attendance policies are necessary to protect appointment availability for all clients.

 

Appointments are confirmed only once any required payment or deposit has been received.

 

YLB reserves the right to amend practitioner allocation, treatment room allocation or appointment times where operationally necessary.

 

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23. Cancellation Policy

 

Unless otherwise stated, a minimum of 48 hours’ notice is required to cancel or reschedule an appointment.

 

Notice must be provided during normal business hours.

 

Cancellations received outside business hours will be deemed received on the next working day.

 

Failure to provide the required notice may result in cancellation charges in accordance with this Agreement.

 

Certain memberships, programmes, promotional offers, studio bookings or educational services may be subject to longer notice periods, which will be stated within the relevant sections of this Agreement.

 

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24. Late Cancellations

 

Appointments cancelled with less than 48 hours’ notice may incur a cancellation fee of up to 50% of the full standard treatment price, regardless of any promotional, package or membership pricing.

 

Where a treatment forms part of a package, membership or programme, the treatment allocation may instead be forfeited.

 

YLB reserves the right to determine the most appropriate remedy based on the circumstances of the booking.

 

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25. Failure to Attend (No-Show Policy)

 

A client will be deemed to have failed to attend if they:

 

• do not attend their appointment;

• arrive after the permitted lateness period;

• leave before treatment commences;

• refuse treatment without a valid clinical reason.

 

No-show appointments may result in:

 

• forfeiture of deposits;

• forfeiture of treatment allocations;

• cancellation charges;

• suspension of booking privileges;

• termination of memberships or programmes following repeated occurrences.

 

Repeated failures to attend may result in YLB declining future bookings.

 

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26. Rescheduling

 

Appointments may be rescheduled subject to availability.

 

Unless otherwise stated:

 

• appointments may be rescheduled a maximum of two occasions.

 

If an appointment is rescheduled for a third time, YLB reserves the right to:

 

• cancel the booking;

• forfeit any applicable treatment allocation or deposit;

• require a new booking to be made.

 

Where rescheduling is permitted, appointments should normally be rebooked within 14 days unless clinically inappropriate or otherwise agreed by YLB.

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PART 5 — CLINICAL CARE & TREATMENT

 

27. Clinical Assessment & Treatment Suitability

 

All treatments provided by YLB are subject to clinical assessment and suitability.

 

Before commencing treatment, our practitioners will assess factors including, but not limited to:

 

• your medical history;

• current medications;

• allergies;

• pregnancy or breastfeeding status;

• previous cosmetic procedures;

• previous surgical procedures;

• skin, hair or scalp condition;

• contraindications;

• current lifestyle factors;

• treatment goals.

 

Completion of a consultation does not guarantee treatment will be carried out.

 

Where a practitioner considers treatment to be unsuitable or unsafe, treatment may be postponed, modified or declined.

 

Clinical decisions are made solely in the interests of client safety and achieving the most appropriate outcome.

 

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28. Clinical Decision Making

 

YLB operates as a medically led clinic.

 

All treatment recommendations are based upon professional clinical judgement rather than client preference alone.

 

Our practitioners reserve the right to:

 

• recommend alternative treatments;

• alter treatment frequency;

• adjust treatment parameters;

• substitute treatments;

• postpone treatment;

• discontinue treatment;

• refuse treatment

 

where they believe this is clinically appropriate.

 

Clients acknowledge that treatment plans are dynamic and may evolve throughout their treatment journey.

 

No client is guaranteed any specific treatment simply because it has previously been discussed, advertised or requested.

 

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29. Personalised Treatment Plans

 

Where a personalised treatment plan is provided, it represents our professional recommendation based on information available at the time of assessment.

 

Treatment plans may be reviewed and amended throughout your journey in response to:

 

• clinical progress;

• treatment response;

• new medical information;

• changes in skin or hair condition;

• changes in goals;

• practitioner assessment.

 

Treatment plans should not be interpreted as guarantees that specific treatments will be performed.

 

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30. Patch Testing

 

Certain treatments require patch testing before treatment can proceed.

 

Where patch testing is required:

 

• it must be completed within the timeframe advised by YLB;

• clients must follow all patch test instructions;

• treatment cannot proceed without satisfactory patch test results where clinically required.

 

Failure to attend or complete patch testing may result in treatment cancellation.

 

Patch testing does not guarantee that an allergic reaction or adverse event will not occur.

 

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31. Consent

 

Valid informed consent must be obtained before every treatment.

 

Clients confirm that they:

 

• understand the proposed treatment;

• have had the opportunity to ask questions;

• understand the expected benefits;

• understand potential risks and complications;

• understand available alternatives;

• consent voluntarily.

 

YLB reserves the right to refuse treatment where informed consent cannot be appropriately obtained.

 

Consent may be withdrawn by the client at any time prior to treatment.

 

Withdrawal of consent does not automatically entitle the client to a refund where costs have already been incurred.

 

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32. Clinical Photography

 

Clinical photographs form part of your clinical record.

 

Photographs may be taken:

 

• before treatment;

• during treatment;

• after treatment;

• during review appointments;

• throughout memberships or programmes.

 

Clinical photography allows us to:

 

• document baseline findings;

• monitor progress;

• compare treatment outcomes;

• maintain accurate medical records;

• support continuity of care;

• satisfy insurance and regulatory requirements.

 

Clinical photographs are securely stored in accordance with UK GDPR.

 

Refusal to allow clinically necessary photographs may result in YLB declining treatment where photographs are essential for safe clinical management.

 

Marketing consent is entirely separate from clinical photography consent.

 

Clinical photographs will never be used for marketing without your separate consent unless otherwise agreed in writing (for example, model agreements).

 

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33. Treatment Outcomes

 

All aesthetic and clinical treatments carry limitations.

 

Individual results vary and are influenced by factors including:

 

• age;

• genetics;

• hormones;

• medical conditions;

• medications;

• smoking;

• nutrition;

• stress;

• sun exposure;

• lifestyle;

• compliance with homecare;

• compliance with aftercare;

• attendance consistency.

 

YLB cannot guarantee specific outcomes.

 

Before and after photographs, testimonials and case studies are provided for illustrative purposes only and should not be interpreted as a guarantee of individual results.

 

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34. Homecare & Aftercare Compliance

 

Clients agree to follow all homecare and aftercare advice provided by YLB.

 

Failure to follow instructions may:

 

• delay healing;

• reduce treatment effectiveness;

• increase the risk of complications;

• affect treatment outcomes.

 

YLB cannot accept responsibility for complications or reduced results where homecare or aftercare advice has not been followed.

 

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35. Complications & Adverse Reactions

 

Although every reasonable care is taken to minimise risks, all treatments carry the possibility of complications or adverse reactions.

 

Clients must notify YLB as soon as reasonably possible if they experience:

 

• unexpected swelling;

• excessive pain;

• infection;

• allergic reaction;

• delayed healing;

• any other unexpected concern following treatment.

 

YLB reserves the right to request a review appointment before providing further advice or treatment.

 

Clients should seek immediate emergency medical attention where symptoms suggest a medical emergency.

 

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36. Medical Emergencies

 

YLB does not provide emergency medical services.

 

If you experience severe pain, difficulty breathing, loss of consciousness, signs of anaphylaxis, visual disturbance following injectable treatment, or any other medical emergency, you should seek immediate emergency medical assistance by contacting NHS 999 or attending your nearest Accident & Emergency Department.

 

You should also notify YLB as soon as reasonably practicable.

 

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37. Refusal or Discontinuation of Treatment

 

YLB reserves the right to refuse, postpone or discontinue treatment where:

 

• treatment is not clinically appropriate;

• treatment is considered unsafe;

• relevant medical information has not been disclosed;

• informed consent cannot be obtained;

• a client repeatedly fails to follow clinical advice;

• a client behaves inappropriately towards staff;

• payment obligations have not been met;

• continuation of treatment is not considered to be in the client’s best interests.

 

Where treatment is refused for clinical or safety reasons, YLB will explain the reasons wherever reasonably possible.

 

PART 6 — MEMBERSHIP AGREEMENT

 

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38. Membership Overview

 

YLB memberships are clinically led recurring membership programmes designed to provide clients with structured, ongoing treatment, monitoring and professional support.

 

Memberships are intended to promote consistency, preventative care and long-term clinical outcomes rather than one-off treatments.

 

Memberships provide access to benefits associated with the selected membership tier and are not treatment packages.

 

Membership benefits remain available only whilst the membership is active and payments remain up to date.

 

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39. Membership Eligibility

 

Membership is subject to clinical suitability.

 

Before joining, clients may be required to complete:

 

• a Membership Consultation;

• a Skin or Hair Transformation Assessment;

• medical history forms;

• clinical photography;

• patch testing where appropriate.

 

YLB reserves the right to decline any membership application where membership is not considered clinically appropriate.

 

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40. Clinical Onboarding Fee

 

Where applicable, a Clinical Onboarding Fee is payable when joining a membership.

 

The Clinical Onboarding Fee contributes towards the initial consultation, clinical assessment, treatment planning, onboarding administration and establishment of the client’s personalised treatment journey.

 

The Clinical Onboarding Fee is non-refundable once the onboarding process has commenced.

 

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41. Membership Commencement

 

Membership commences on the agreed start date confirmed by YLB.

 

A Membership Cycle begins on the commencement date and continues until the day before the same date in the following month.

 

Example:

 

A membership commencing on 15 January will have a Membership Cycle running from 15 January until 14 February.

 

Each subsequent Membership Cycle follows the same pattern.

 

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42. Minimum Membership Commitment

 

Unless otherwise stated, monthly memberships are subject to a minimum commitment period of six (6) consecutive months.

 

Membership fees remain payable throughout the minimum commitment period.

 

Early cancellation during the minimum commitment period will not release the client from their contractual payment obligations unless otherwise agreed by YLB in writing.

 

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43. Membership Payments

 

Membership payments are collected automatically on the agreed monthly payment date using the client’s chosen payment method.

 

Members are responsible for ensuring:

 

• sufficient funds are available;

• payment details remain valid;

• expired or replacement cards are updated promptly;

• any changes to banking details are provided before the payment due date.

 

Failure to receive payment reminders does not remove the member’s responsibility to make payment.

 

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44. Failed Payments

 

If a membership payment is unsuccessful, YLB may:

 

• automatically retry the payment;

• contact the member by email;

• contact the member by WhatsApp;

• contact the member by telephone;

• temporarily suspend membership benefits.

 

Failure to receive reminders does not remove the member’s obligation to make payment.

 

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45. Membership Suspension Due to Non-Payment

 

Where payment remains outstanding, YLB reserves the right to suspend the membership until payment has been received.

 

During suspension:

 

• treatments may not be booked or attended;

• member pricing may be suspended;

• member benefits may be suspended;

• priority booking may be removed;

• exclusive member events may no longer be accessible.

 

Membership payments remain payable during any suspension period unless otherwise agreed by YLB.

 

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46. Cancellation Due to Non-Payment

 

If payment remains outstanding for 14 days following the original payment due date, YLB reserves the right to terminate the membership without further notice.

 

Upon cancellation:

 

• all membership benefits immediately cease;

• any future member appointments may be cancelled;

• the membership place may be offered to another client.

 

Outstanding balances remain payable.

 

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47. Membership Cancellation by the Member

 

Following completion of the minimum commitment period, members may cancel their membership by providing one full calendar month’s written notice.

 

Cancellation requests must be submitted by email.

 

Cancellation requests submitted by:

 

• WhatsApp;

• Instagram;

• Facebook;

• telephone;

• SMS;

• verbal conversation;

 

will not constitute valid notice unless confirmed by YLB in writing.

 

Example

 

If your monthly payment is collected on 15 July and you submit your written cancellation request on 20 July, your membership will remain active until 14 September.

 

Your final membership payment will therefore be collected on 15 August, after which your membership will end on 14 September.

 

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48. Membership Freeze

 

Monthly memberships only may be frozen.

 

Annual memberships and prepaid clinical programmes cannot be frozen unless required by law or expressly approved by YLB in exceptional circumstances.

 

Monthly memberships may be frozen only after completion of the minimum six-month commitment period.

 

Membership freezes:

 

• require prior written approval;

• are subject to availability;

• are limited to a maximum of three (3) months within any rolling twelve-month period;

• require a monthly freeze administration fee of £25;

• do not guarantee that identical pricing, benefits or membership structures will remain unchanged where the membership is subsequently reactivated.

 

Memberships cannot be frozen retrospectively.

 

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49. Rejoining Following Cancellation

 

Clients whose memberships have been cancelled due to non-payment may apply to rejoin after 30 days.

 

Rejoining is entirely at the discretion of YLB.

 

Where rejoining is approved:

 

• all outstanding balances must first be settled;

• the current Clinical Onboarding Fee will apply;

• a new Membership Consultation may be required;

• current membership pricing will apply;

• current membership benefits will apply.

 

YLB cannot guarantee previous pricing, offers, promotional rates or membership structures.

 

Clients whose memberships have previously been cancelled due to repeated non-payment may not be eligible to rejoin.

 

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50. Membership Treatments

 

Each Membership Cycle includes the treatment allocation associated with the member’s chosen membership tier.

 

Treatment allocation is determined by YLB and may vary according to:

 

• clinical need;

• treatment response;

• practitioner assessment;

• safety;

• programme progression.

 

Members are not entitled to substitute treatments based solely on personal preference.

 

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51. Missed Treatment Allocations

 

Treatment allocations:

 

• must be used within the relevant Membership Cycle;

• do not roll over;

• cannot be accumulated;

• cannot be exchanged for cash;

• cannot be transferred;

• cannot be gifted;

• cannot be converted into clinic credit.

 

Late payment does not create entitlement to additional treatment allocations or extend Membership Cycles.

 

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52. Membership Benefits

 

Membership benefits may include:

 

• member pricing;

• exclusive events;

• priority booking;

• complimentary products;

• educational resources;

• exclusive promotions;

• other benefits determined by YLB.

 

Benefits:

 

• have no cash value;

• are non-transferable;

• cannot be exchanged for alternative services.

 

YLB reserves the right to introduce, amend or withdraw benefits where reasonably necessary for operational, clinical or commercial reasons.

 

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53. Good Standing

 

Membership is conditional upon the member remaining in Good Standing.

 

A member will generally be considered to be in Good Standing where they:

 

• maintain payments;

• comply with clinic policies;

• attend appointments appropriately;

• behave respectfully;

• provide accurate medical information;

• comply with practitioner advice.

 

Failure to remain in Good Standing may result in suspension or termination of membership.

 

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54. Fair Usage

 

Memberships are designed to provide structured ongoing clinical care.

 

Members must not misuse membership benefits.

 

Examples include:

 

• repeatedly booking appointments without attending;

• attempting to obtain treatments outside clinical recommendations;

• allowing another individual to use membership benefits;

• repeatedly breaching clinic policies.

 

YLB reserves the right to investigate suspected misuse and take appropriate action, including suspension or termination.

 

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55. Right to Refuse Membership

 

YLB reserves the right to decline new membership applications or future membership renewals where:

 

• previous memberships have been cancelled for repeated non-payment;

• clinic policies have been repeatedly breached;

• abusive or inappropriate behaviour has occurred;

• fraudulent activity is suspected;

• the membership arrangement is no longer considered appropriate.​

​

PART 6 — ANNUAL MEMBERSHIP AGREEMENT

 

This section applies only to clients who purchase an Annual Membership with Yèmaya London Beauty.

 

Annual Memberships are designed for clients who are committed to long-term skin, hair and aesthetic maintenance through regular, clinically guided care.

 

Unlike monthly memberships, Annual Memberships are purchased as a fixed 12-month membership at a preferential annual rate and are subject to the terms below.

 

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6.1 Annual Membership Overview

 

Annual Memberships provide access to the selected membership tier and its associated treatments, benefits and exclusive member privileges for a fixed period of twelve (12) months.

 

The Annual Membership is not:

 

* a pay-as-you-go arrangement;

* a treatment package;

* a savings account;

* a cash equivalent; or

* redeemable for cash, credit or alternative services.

 

Membership benefits are intended solely for the named member.

 

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6.2 Membership Term

 

The Annual Membership begins on the agreed start date and remains valid for twelve (12) consecutive months.

 

The membership will automatically expire at the end of the 12-month term unless a new Annual Membership is purchased.

 

Unused treatments, benefits, discounts or entitlements expire at the end of the membership term and cannot be carried forward, refunded or exchanged.

 

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6.3 Payment Options

 

Annual Memberships may be purchased using one of the payment methods offered by Yèmaya London Beauty at the time of purchase.

 

Available payment methods may include:

 

* Payment in Full

* YLB Pay

* PayPal Pay in 3

* PayPal Credit

* Clearpay

* PayL8r

* Any other approved payment provider introduced by YLB in the future.

 

Where an instalment or finance option is selected, the client must also comply with the applicable Payment Plans & Finance section of this Agreement.

 

Approval for any payment plan remains entirely at YLB’s discretion or, where applicable, the relevant third-party finance provider.

 

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6.4 Monthly Treatment Allocation

 

Annual Membership treatments are allocated on a monthly treatment cycle beginning on the membership start date.

 

For example:

 

If your membership begins on 13 May, your first treatment cycle runs from 13 May to 12 June.

 

Each treatment cycle includes the treatment allocation associated with your membership tier.

 

Clients are responsible for booking appointments within each treatment cycle.

 

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6.5 Treatment Usage

 

Annual Membership treatments:

 

* must be used within the allocated monthly treatment cycle;

* do not roll over into future months;

* cannot be accumulated across multiple months;

* cannot be exchanged for cash or credit;

* cannot be substituted at the client’s request where clinically inappropriate;

* cannot be transferred, shared or gifted.

 

Failure to use a monthly treatment within the applicable treatment cycle will result in that treatment being forfeited.

 

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6.6 Membership Benefits

 

Annual Members receive the benefits applicable to their chosen membership tier.

 

Benefits may include, but are not limited to:

 

* priority booking;

* exclusive member pricing;

* complimentary products;

* member-only events;

* retail discounts;

* complimentary assessments;

* exclusive promotions; and

* other benefits introduced during the membership period.

 

Benefits:

 

* have no cash value;

* cannot be transferred;

* cannot be exchanged for alternative services; and

* remain subject to availability.

 

YLB reserves the right to amend, replace or withdraw membership benefits where reasonably necessary for operational, clinical or business reasons.

 

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6.7 Clinical Suitability

 

All treatments remain subject to ongoing clinical assessment.

 

YLB reserves the right to:

 

* modify treatment plans;

* substitute treatments;

* delay treatments;

* refuse treatments;

* discontinue treatments; or

* recommend alternative treatment pathways,

 

where considered clinically appropriate or necessary for client safety.

 

Clinical decisions always take precedence over membership inclusions.

 

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6.8 Injectable Treatments

 

Where injectable treatments form part of an Annual Membership, they remain subject to:

 

* clinical assessment;

* medical eligibility;

* practitioner approval; and

* ongoing clinical suitability.

 

Injectable treatments are not guaranteed and may be substituted with clinically appropriate alternatives where necessary.

 

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6.9 Booking Responsibilities

 

Members remain responsible for booking their own appointments.

 

The Annual Membership does not guarantee automatic appointment scheduling.

 

Appointments remain subject to clinic availability.

 

The standard Appointment Policies contained within this Agreement continue to apply.

 

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6.10 Attendance & Missed Appointments

 

The following policies apply equally to Annual Members:

 

* 48 hours’ notice is required for cancellations or rescheduling.

* Late cancellations may result in treatment forfeiture.

* Missed appointments are non-refundable.

* Missed appointments are non-transferable.

* Forfeited treatments cannot be reinstated.

 

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6.11 Membership Freeze

 

Annual Memberships are purchased as a fixed twelve-month membership.

 

They cannot ordinarily be paused, frozen or extended.

 

In exceptional circumstances, YLB may approve a temporary freeze entirely at its sole discretion.

 

Approval of any freeze:

 

* is not guaranteed;

* does not create a precedent;

* may require supporting documentation; and

* may be subject to additional conditions.

 

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6.12 Membership Cancellation

 

Annual Memberships are fixed-term agreements.

 

Once purchased, they cannot be cancelled before the end of the agreed membership term except where required by law.

 

Failure to use treatments, changes in personal circumstances, relocation or changes in treatment preference do not entitle the client to terminate the membership early or receive any refund.

 

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6.13 Compliance & Results

 

Treatment outcomes vary between individuals.

 

Results depend upon factors including:

 

* attendance;

* treatment consistency;

* homecare compliance;

* aftercare compliance;

* lifestyle;

* medical history; and

* individual biological response.

 

No specific outcome or result can be guaranteed.

 

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6.14 Fair Usage

 

Annual Memberships are designed to provide structured, ongoing clinical care.

 

Any misuse of membership benefits, including but not limited to repeated misuse of booking privileges, inappropriate requests, fraudulent activity or attempts to circumvent these Terms, may result in suspension or termination of membership benefits.

 

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6.15 Changes to Membership Structure

 

YLB reserves the right to make reasonable changes to:

 

* membership structures;

* treatment protocols;

* treatment inclusions;

* pricing;

* benefits; and

* operational procedures,

 

where necessary for clinical, operational, regulatory or business reasons.

 

Such changes will not affect any statutory rights.

 

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6.16 Agreement

 

By purchasing an Annual Membership, you confirm that you:

 

* understand the membership is a fixed 12-month agreement;

* understand treatments are allocated monthly;

* understand treatments do not roll over;

* understand unused treatments expire;

* understand benefits are personal and non-transferable;

* understand all treatments remain subject to clinical suitability; and

* agree to be bound by this Master Client Agreement & Terms of Service.

 

 

PART 8 — PAYMENT PLANS & FINANCE

 

This section applies to all clients who purchase any treatment, membership, programme, course or service using a payment plan, instalment arrangement or third-party finance provider.

 

Payment plans are offered to make treatments and programmes more accessible while ensuring clear expectations regarding payment obligations.

 

The availability of any payment option is entirely at the discretion of Yèmaya London Beauty and may vary depending on the service purchased.

 

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8.1 Accepted Payment Methods

 

YLB may accept one or more of the following payment methods:

 

* Debit Card

* Credit Card

* Bank Transfer

* Payment in Full

* YLB Pay

* PayPal

* PayPal Pay in 3

* PayPal Credit

* Clearpay

* PayL8r

* Gift Cards

* Store Credit

* Any additional payment provider introduced by YLB in the future.

 

The payment methods available may differ depending on the treatment, programme, membership or service selected.

 

YLB reserves the right to add, remove or amend available payment methods at any time.

 

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8.2 Payment Responsibility

 

By entering into any payment arrangement, the client agrees to pay all amounts due in accordance with the agreed payment schedule.

 

Clients remain responsible for ensuring that:

 

* payments are made on time;

* sufficient funds are available;

* payment details remain valid and up to date;

* replacement bank cards are updated before the next payment is due.

 

Failure to receive reminders does not remove the client’s responsibility to make payment.

 

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8.3 YLB Pay

 

YLB Pay is Yèmaya London Beauty’s internal interest-free payment plan designed to allow eligible clients to spread the cost of selected treatments, memberships and programmes.

 

Approval for YLB Pay is entirely at YLB’s discretion.

 

Submitting an application does not guarantee approval.

 

YLB may request additional information before approving any payment plan.

 

YLB reserves the right to decline any application without providing a reason.

 

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8.4 YLB Pay Eligibility

 

To be considered for YLB Pay, clients may be required to:

 

* complete a YLB Pay application;

* provide accurate personal information;

* provide photographic identification;

* provide proof of address where requested;

* agree to this Master Client Agreement & Terms of Service.

 

Providing false or misleading information may result in immediate cancellation of the payment plan.

 

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8.5 YLB Pay Conditions

 

Unless otherwise agreed in writing:

 

* treatment may not commence until any required deposit or first instalment has been received;

* payments remain due regardless of appointment attendance;

* outstanding balances remain payable even if treatment is discontinued due to client choice;

* YLB Pay cannot be transferred to another individual.

 

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8.6 Missed Instalments

 

If any payment is not received by the agreed due date, YLB reserves the right to:

 

* contact the client by email;

* contact the client by WhatsApp;

* contact the client by telephone;

* retry payment where applicable;

* suspend future appointments;

* suspend memberships;

* suspend programme participation;

* withdraw promotional pricing where applicable;

* refuse future bookings until payment has been received.

 

Repeated missed payments may result in cancellation of the payment arrangement.

 

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8.7 Outstanding Balances

 

Where payments remain outstanding, YLB reserves the right to:

 

* suspend all future services;

* cancel future appointments;

* withhold programme progression;

* refuse future finance applications;

* recover outstanding balances through lawful means.

 

Outstanding balances remain payable regardless of whether treatment has been completed.

 

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8.8 Third-Party Finance Providers

 

Where payment is made using a third-party finance provider, including but not limited to:

 

* PayPal Pay in 3;

* PayPal Credit;

* Clearpay;

* PayL8r; or

* any future finance provider,

 

the finance agreement exists solely between the client and the finance provider.

 

YLB is not responsible for:

 

* lending decisions;

* affordability assessments;

* credit checks;

* payment schedules;

* interest charges;

* late payment fees;

* declined applications; or

* decisions made by the finance provider.

 

Clients remain responsible for complying with the terms of their finance agreement.

 

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8.9 Annual Membership Payment Plans

 

Annual Memberships may be purchased using any payment method made available by YLB at the time of purchase.

 

Where an Annual Membership is purchased using an approved payment plan or finance provider, the client remains bound by:

 

* the Annual Membership Agreement;

* this Payment Plans & Finance section; and

* any applicable third-party finance agreement.

 

Using a payment plan does not convert an Annual Membership into a monthly membership.

 

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8.10 Promotional Pricing

 

Where promotional pricing, model pricing or discounted rates have been offered, continued eligibility may be dependent upon maintaining agreed payments.

 

Where permitted by law, YLB reserves the right to withdraw promotional pricing if the client materially breaches their payment agreement.

 

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8.11 Fraud Prevention

 

To protect both clients and YLB, we may request:

 

* photographic identification;

* proof of address;

* payment verification;

* additional documentation,

 

before approving a payment arrangement.

 

Knowingly providing false information may result in cancellation of the agreement and refusal of future services.

 

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8.12 Right to Refuse Finance

 

YLB reserves the right to:

 

* refuse any payment plan application;

* withdraw an offer of finance before acceptance;

* amend available finance options;

* discontinue any internal payment scheme,

 

where reasonably necessary for operational, commercial or risk management reasons.

 

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8.13 Agreement

 

By entering into any payment plan or finance arrangement, you confirm that you:

 

* understand your payment obligations;

* agree to make payments on time;

* understand missed payments may result in suspension of services;

* understand outstanding balances remain payable;

* understand finance approval is not guaranteed; and

* agree to comply with this Master Client Agreement & Terms of Service.

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