CONTACT & IMPORTANT INFORMATION
 

Framed Aesthetics

Ground Floor, Kinterbury House
Kinterbury Street
Plymouth, PL1 2DG
 

(Located directly opposite the new Plymouth Barcode Complex)

You’ll find us in the large white building with Kinterbury House clearly displayed on the wall, positioned beside the pedestrian crossing.

If you have any difficulty finding us on the day, please contact:
 

📞 Jo (Clinic Manager): On WHATS APP
07449 131 998
 

PARKING
 

Several convenient parking options are available nearby:

• The Barcode Complex – approx. £3

• On-street parking directly outside and around the clinic

• Drake Circus Shopping Centre – 5–10 minute walk

• The Treasury Restaurant Car Park – approx. 2 minutes from the clinic
   

ARRIVALS
 

When you arrive for your appointment, please make yourself comfortable in our seating area. You are welcome to help yourself to our self-serve refreshments — tea, coffee, water, and biscuits — while you wait.

Your comfort and experience matter to us, so please relax and settle in.
 

LATE ARRIVALS
 

We completely understand that delays can happen. However, arriving more than 10 minutes late may mean we are unable to carry out your treatment safely or without rushing.

• If you are running late, please contact us as soon as possible

• Arrivals more than 10 minutes late without prior notice may need to be cancelled

• In this case, the booking fee or deposit will be lost and a new deposit will be required to rebook

Thank you for your understanding — this allows us to give every client the time and care they deserve.
 

CANCELLATIONS & RESCHEDULING
 

If you need to cancel or reschedule your appointment, we kindly ask for at least 24 hours’ notice.

Cancellations made with less than 24 hours’ notice, or missed appointments, will result in the loss of the booking fee or deposit, and a new booking fee will be required to rebook.

Thank you for respecting the time reserved exclusively for you.
 

HOW TO CONTACT US
 

Important information for all patients

We are transitioning how we communicate with patients to ensure safer, more efficient, and better-organised care.

We now have two approved ways to contact the clinic, depending on the nature of your query.

❗❗Please read the information below carefully before contacting us.

 

PRIMARY COMMUNICATION: CLINIC APP
 

 

Non-Urgent Queries & Appointment Management

The clinic app is our primary and preferred communication method for all non-urgent enquiries.
 

The clinic app is the only place where you can:

• Book, change, or manage appointments

• Send non-urgent clinical or skincare questions

• Access exclusive discounts and offers

• View VIP schemes, loyalty rewards, and savings

• Receive important clinic updates

Patients are required to download and use the clinic app moving forward.
 

⏱ Please allow 24–48 hours for responses via the app.

⚠️ The clinic app is not monitored for emergencies.
Urgent or worrying concerns must not be sent through app messaging.

BUSINESS WHATSAPP

Urgent Concerns, Reassurance & Alternative Contact

Patients may also contact us via Business WhatsApp.

📱 Business WhatsApp (Calls & Messages ONLY):
07449 131 998
 

Business WhatsApp may be used for:

• Urgent or time-sensitive concerns

• Post-treatment anxiety or reassurance

• Anything that feels worrying or unexpected

• Situations where you feel you need to speak to someone directly

This is the only direct route to contact Tristan, your aesthetics practitioner, including evenings, weekends, and out-of-hours.
 

⚠️ This number does not receive standard phone calls or SMS text messages.
Calls and messages must be made via WhatsApp to be received.

EMERGENCIES & WORRYING SYMPTOMS

If you are worried after a treatment, experiencing unexpected symptoms, or feeling anxious about anything at all:

👉 Please use Business WhatsApp immediately.

• Do not use the clinic app for emergencies

• Do not email

• Do not send standard texts or phone calls

No concern is ever silly. We would always rather you contact us than worry unnecessarily.
 

IMPORTANT NOTES
 

• The clinic app is our primary communication method

• Business WhatsApp remains available and welcomed, particularly for urgent concerns and reassurance

• Email communication is no longer used or monitored

These systems are in place to ensure urgent medical concerns are prioritised and patient safety is maintained at all times.
 

BOOKING, CONSULTATIONS & DEPOSITS
 

Please read before booking

We want every patient to feel fully informed, supported, and never pressured into treatment.

 

FACE-TO-FACE CONSULTATIONS
 

 

If you book a face-to-face consultation, a £50 booking fee is taken to confirm your appointment and attendance.

• If you do not attend, the booking fee will be lost

• If you attend the consultation and choose not to proceed with treatment, you will have a 7-day cooling-off period following your appointment

• Provided no treatment has been carried out, your £50 consultation booking fee will be refunded within this period

👉 This is the only circumstance in which any booking fee or deposit is refundable.

Face-to-face consultations are designed to allow time to discuss your concerns, assess suitability, and explore treatment options. There is no obligation to proceed with treatment.
 

TREATMENT APPOINTMENTS
 

If you book an actual treatment appointment, the booking fee taken is a non-refundable booking fee.

Treatment booking fees are non-refundable under any circumstances, whether or not treatment is carried out.

If you are unsure, undecided, or would like advice before committing, we strongly encourage booking a consultation instead.
 

TELEPHONE / ONLINE CONSULTATIONS
 

Telephone or online consultations may be suitable for:

• Simple or specific questions

• Minor concerns

• Follow-up discussions

If your concerns involve multiple areas of the face, skin quality, laxity, facial balance, or require in-depth assessment, we will usually recommend a face-to-face consultation.
 

NOT SURE WHAT TO BOOK?
 

If you are unsure, we always recommend booking a face-to-face consultation.

This provides flexibility, reassurance, and clarity — and is the only booking type that includes a refundable option following attendance.
 

WE LOOK FORWARD TO WELCOMING YOU
 

Whether you are visiting for the first time or returning for further care, we want your experience to feel calm, friendly, and professional from the moment you arrive.

If you need directions, reassurance, or support — we are always here.

Love,
Tristan & the Framed Aesthetics Team x